Booking Details

This hotel reservation website is powered by Roamfree. Together we are committed to providing you with the best customer service and support.

The Roamfree online Customer Service Center offers you immediate answers to many of your questions. Simply look below to find answers to our Frequently Asked Questions

Booking FAQ

Customer Service

This hotel reservation service is powered by Global Accommodation Search. We are committed to providing you with the best customer service and support. Our online Customer Service Center offers you immediate answers to many of your questions. Simply look below to find answers to our Frequently Asked Questions. If you don't find the answer you need, please contact us on the Customer Email Support Form. We endeavour to process each inquiry as quickly as possible, so please be patient, we will reply to you.

How do I amend or cancel a booking?

Refer to your Booking Confirmation email. This will display the instructions on who to speak to and relevant contact information. Your Booking Confirmation email will also display your selected accommodation provider's policy on deposits, amendments and cancellation fees.

Will I be charged a fee if I amend or cancel my reservation?

Our system has been designed in such a way that your payment in most instances goes directly to the accommodation provider. The cancellation or amendment fee (if applicable) will depend entirely on the accommodation provider's policy. You can view an accommodation provider's policy on deposits, amendments and cancellation fees on the Booking & Payment screen at the time of making your booking. If you have already made your booking this information can also be found on your Booking Confirmation email.

Who collects payment?

Unlike most on-line booking engines, our system has been designed in such a way that your booking and payment details in most instances, go directly to the accommodation provider. Accordingly in most instances your selected accommodation provider will collect payment from you. Information detailing who collects your payment will be displayed on the Booking & Payment page at the time you make your booking. This information is also displayed on your Booking Confirmation email.

When will my Credit Card be debited?

For most bookings, the debit takes place at time of check-in however some properties require full payment or part payment at the time of making the booking. Where an initial deposit or full payment is required at time of booking, this amount will be displayed on the Booking & Payment screen and charged to your card when you submit your request. Alternatively check your Booking Confirmation for your selected accommodation provider's policy on deposits, amendments and cancellation fees.

Will my Credit Card details be secure?

Global Accommodation Search protects your personal and credit card details with the latest SSL (Secure Socket Layer) encryption technology. SSL encrypts information to prevent it being read during transmission over the Internet. For further information please refer to verisign.com.au

How do I know that I am getting the best available rate?

Global Accommodation Search obtains it's year round and last minute availability from many different sources however the system has been designed to only show the best available rate.

Do I receive a confirmation letter from the hotel or from Global Accommodation Search?

At the completion of your reservation, you will receive a Booking Confirmation email from Global Accommodation Search. You should print this out and present it at check-in. In some cases you may also receive a confirmation directly from the accommodation provider.

What do I do if I have lost my Booking Confirmation?

Return to the website where you made your booking. If you have retained your username (email address) and password log in and select the relevant booking to review and reprint your Booking Confirmation. Alternatively, if you have not retained your username and password you should enter the email address which you used to make your booking and click the 'Forgot your password?' link to request an email reminder of your password. Once you have received your password reminder you can log in to reprint your Booking Confirmation.

If you are unable to log in or need any assistance, please contact our online Customer Service Center

Is my booking guaranteed?

Global Accommodation Search provides an availability search and booking facility for your specific request however ultimately the accommodation provider you select is responsible for your booking.

What will happen to my booking if I don't check-in at the accommodation I have selected?

Most accommodation providers have strict check-in and cancellation policies. If you fail to meet those conditions and have not cancelled your booking within the specified time, you may still be charged for your stay. You can view an accommodation provider's policy on deposits, amendments and cancellation fees on the Booking & Payment screen at the time of making your booking. If you have already made your booking this information can also be found on your Booking Confirmation email.

When I searched for accommodation, my selected accommodation provider showed available but was unavailable when I tried to book it. How can this happen?

Our reservation system in most cases operates in real time and shows up to last room availability. Until your booking is complete the room is not deemed to be sold at which time it is removed from the availability. It is possible for more than one person to request the same room at the same time. In this case whoever completes their booking first will secure the room. Any subsequent requests will now show unavailable.

What do I do if my question has still not been answered by the above questions and answers?

If your question is still not answered please email our online Customer Service Center with your query and we will respond to you as soon as possible.