Frequently Asked Questions / Help Center
General
Rates
Booking a reservation
- How do I make a reservation?
- How do I find the most suitable hotel for my accommodation?
- What kind of credit card details must I supply?
- What exactly do you do with my credit card details?
- The credit card number that I inputted to the "credit card number" box is correct, but my credit card is rejected. Why is this?
- In which currency I will be charged?
- How long will I have to wait between booking a reservation and receiving a reservation conformation email?
- How do I edit my reservations?
Canceling a reservation
- How do I cancel a reservation?
- How long before the date of the reservation may I cancel a reservation without being charged cancelation fees?
- If I cancel a reservation within the cancelation fee free timeframe as dictated by the cancelation policy, does that mean that I will be charged absolutely nothing?
- What will happen if I don't cancel a reservation, and don't check-in to the hotel on the date of the reservation?
Hotel services
- Can I choose what type of room I wish to reserve, like the room's location inside the hotel, the view from the room's windows or how accessorized the room is?
- Is breakfast included?
- Are there any child fees?
- Are roll-away beds/cots available?
- Do hotels have minimum age requirements?
- Can I check-in earlier than the check-in time or check out later than the check-out time?
- Can I leave my bags at the hotel before check-in?
- What is a self-catering hotel?
- Where do I pick up my self-catering keys?
Writing reviews
- Why should I write a review?
- How long does it take to write a review?
- How do I write a review?
- Do I have to register or create an account in order to write a review?
- How should I compose my review?
- Will my review be edited?
- Do I need to provide any personal information along with my review?
- What is your privacy policy?
- Will the hotel know that I posted a review?
- Will the hotel (service or supplier) contact me after I post the review?
- What is the difference between a Guest Rating and the star ratings?
- Why can't I see my review anymore?
- What is the meaning of the scale for Guest Rating scores?
Loyalty Program
- How do I join the Loyalty Program?
- What is the Loyalty Program?
- What are Bonus Points?
- What is the Loyalty Program?
- What are Bonus Points?
- How do I earn Bonus Points?
- What is Bonus Points Value?
- What is the Loyalty Points amount of the booking I want to reserve?
- What is typical Bonus Points Value for the reservations
- How do I use my Bonus Points?
- Do I receive Bonus Points for the part of a transaction paid for with Bonus Points?
- How do I know the amount of Bonus Points earned for each reservation?
- Can I convert Bonus Points to cash?
- Can I pay for part of a booking with Bonus Points and the balance by credit card online?
- Will I receive Bonus Points for travel services that has been cancelled or that is unavailable?
Is the room rate per person or per night?
Unless otherwise specified, all rates are for double occupancy per room on a nightly basis.
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How do I make a reservation?
The reservation process is very simple, just follow these steps:
Now just confirm the accuracy of the information that you have already inputted, and your confirmation will be emailed to you from AGFG Australia immediately.
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- Either enter search criteria in the search box or browse the site for your hotel of choice, and then click the "book now" button.
- Confirm accommodation dates and number of rooms desired, and then click the "book now" button.
- Read "Terms and Conditions" and check the corresponding box to confirm that you have done so. Enter reservation details and click the "proceed" button.
Now just confirm the accuracy of the information that you have already inputted, and your confirmation will be emailed to you from AGFG Australia immediately.
How do I find the most suitable hotel for my accommodation?
Use the "hotel search" box located on every per-booking AGFG Australia page. Enter as much information about your trip as you can in order to create the most accurate list of hotels possible: destination, check-in and check-out dates, number of rooms required and number of adults and of children staying at the hotel. When you click the "search" button, hotels corresponding to the criteria inputted beforehand will appear on the right side of the display. To further assist you in planning your trip, the hotel's location is described in relation to several popular locations on the lower left hand side of the display.
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What kind of credit card details must I supply?
You will be required to supply the full number of your credit card, its expiration date, the full name of the credit card holder and your credit card's validation code (CVC) on your reservation form.
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What exactly do you do with my credit card details?
Your credit card details are transferred via secure TLS cryptographic protocol provided by VeriSign directly to the credit card company or the hotel. We absolutely do not keep any records of our customers' credit cards information whatsoever. All the aforementioned coincides with the worldwide practiced standard for internet based financial transactions.
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The credit card number that I inputted to the "credit card number" box is correct, but my credit card is rejected. Why is this?
Either your credit card type is not accepted at the hotel at which you tried to book a reservation, your card's expiration date precedes the reservation date or you have reached your credit limit.
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In which currency I will be charged?
Rates can be displayed in various currencies as per your choice, but rates presented in currencies other then hotel's / provider’s currency (as the case may be) should be used as guidelines only. Actual rates are always in hotel’s / provider’s currency (as the case may be) and accordingly final charge will be done per hotel’s provider’s currency (as the case may be) only.
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How do I edit my reservations?
Login to your account through the "login" button on the top of the screen with the username and password provided to you in your confirmation email. Once you are in your account, you may edit your reservations.
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How do I cancel a reservation?
Login to your account through the "login" button on the top of the screen with the username and password provided to you in your confirmation email, and click the "cancel this reservation" button beside the reservation listing you wish to cancel.
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How long before the date of the reservation may I cancel a reservation without being charged cancelation fees?
Usually 24 hours (depending on the hotel cancelation policy).
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If I cancel a reservation within the cancelation fee free timeframe as dictated by the cancelation policy, does that mean that I will be charged absolutely nothing?
No. You will be charged approximately %5 of the worth of the entire transaction in order to cover credit card fees for both the purchase and the cancelation (the exact sum will be in the hotel cancelation policy).
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What will happen if I don't cancel a reservation, and don't check-in to the hotel on the date of the reservation?
Non-arrival fee depends on the specific hotel's policy. You will probably be charged for the first night you booked.
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Can I choose what type of room I wish to reserve, like the room's location inside the hotel, the view from the room's windows or how accessorized the room is?
Sometimes. This depends on whether the given hotel offers their customers the choice of the feature in which you are interested and on this feature's availability on the date of your reservation. If the feature in which you are interested is offered by the hotel at which you wish to book a reservation and is available on the date of your reservation, it will be displayed on the reservation page.
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Is breakfast included?
Almost always - it depends on the hotel. This information will appear on the reservation form.
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Are there any child fees?
Almost always - it depends on the hotel. This information will appear on the reservation form.
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Are roll-away beds/cots available?
Almost always - it depends on the hotel. This information will appear on the reservation form.
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Do hotels have minimum age requirements?
Usually no - it depends on the hotel. This information will appear on the reservation form.
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Can I check-in earlier than the check-in time or check out later than the check-out time?
This depends on whether the room which you reserve is vacant on the previous night for early check-in or vacant on the following night for late check-out, as maids must be provided sufficient time to clean and tidy the room between one guest's check-out and the next guest's check-in. In order to verify this you must contact the hotel directly.
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Can I leave my bags at the hotel before check-in?
Nearly all hotels offer this service. Most hotels have a concierge desk, and those that do not will usually allow you to stow your baggage behind their reception desk. If you intend to store luggage at your hotel before check-in or after check-out, contact your hotel directly in order to clarify luggage storage options.
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What is a self-catering hotel?
Self-catering is a property that has self-catering facilities like a wet bar, refrigerator, microwave, etc. Most self-catering apartments have separate bedrooms, fully equipped kitchens, one or more bathrooms, washer and dryer and sometimes a balcony or patio. Towels and linens are provided. Daily maid service and other hotel conveniences are usually available.
Unlike hotels with per person pricing, there is normally a set price for the entire stay with a limit for the maximum number of people allowed. Most one-bedroom units sleep a maximum of four using a sleeper/sofa in the living room. Most two-bedroom units sleep a maximum of six, and most three-bedroom properties sleep up to eight.
Please carefully read the self-catering descriptions in order to be properly informed about the specific services available at the various properties.
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Unlike hotels with per person pricing, there is normally a set price for the entire stay with a limit for the maximum number of people allowed. Most one-bedroom units sleep a maximum of four using a sleeper/sofa in the living room. Most two-bedroom units sleep a maximum of six, and most three-bedroom properties sleep up to eight.
Please carefully read the self-catering descriptions in order to be properly informed about the specific services available at the various properties.
Where do I pick up my self-catering keys?
Your reservation confirmation e-mail will contain key pickup details.
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Why should I write a review?
Writing a review allows you to share your unique experience and point of view with other travelers, and so to assist them in making a more informed decision about which hotel to select for their next trip.
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How long does it take to write a review?
Between 5 and 15 minutes, depending on the length of the review.
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How do I write a review?
Login to your account through the "login" button, and click the "add review" button. Please comply with the Review composition guidelines.
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How should I compose my review?
Please follow these guidelines:
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- Do not write any words in all caps.
- Do not include hotel rates, rate ranges, or other pricing or promotional information.
- Do not recommend or refer to a hotel other than the one appearing on the reservation form from which you received the conformation number used to submit the review.
- Write in English only.
- Be as specific as possible. Your fellow travelers want to know exactly what you liked or disliked about your hotel.
- Do not comment on or question other reviews or the content of this website, all of which are subject to change without notice.
- Do not direct comments or questions to hotel staff.
- Refer only to businesses you frequented during your stay at the specific hotel reviewed like hotel restaurants, bars, theatres, and shops.
- Refrain from making false statements or unlawful remarks (as determined by AGFG Australia's sole discretion).
- Refrain from profanity and other objectionable language (as determined by AGFG Australia's sole discretion).
- Do not include telephone numbers, physical addresses, e-mail addresses or any other information that can be linked to a specific individual.
- Do not include HTML tags or URLs.
- Do not quote material from websites, books, magazines, newspapers, or other sources.
- Do not impersonate someone else or include any information about another person.
- You must be 18 or older to write a review.
Will my review be edited?
AGFG Australia is unable to edit user reviews in order to ensure content authenticity. Therefore, we implore you to follow the above guidelines in order to concur with AGFG Australia content quality standard.
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Do I need to provide any personal information along with my review?
No. You may provide your first name and last initial if you wish, but this is not mandatory.
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What is your privacy policy?
We are very careful about protecting your personal information. Please consult our privacy policy here for details.
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Will the hotel know that I posted a review?
We provide our hotels with absolutely no information about our reviewers. However, the hotel staff may read your review just like anyone else. Therefore, if you mention specific incidents that occurred during your accommodation at the hotel, the hotel staff may be able to deduce your identity.
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Will the hotel (service or supplier) contact me after I post the review?
No. We do not violate the privacy of our customers by distributing information about them or their transactions to our hotel partners. We want you to feel free to state your mind about the hotel at which you were accommodated so that our other customers will be able to make more informed decisions about their future trips.
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What is the difference between a Guest Rating and the star ratings?
Star Ratings are AGFG Australia's official indicators of the general quality of a particular hotel.
Guest ratings are the average user ratings for our hotels starting with the first review submitted. This content is not edited nor is it indorsed by AGFG Australia. Keep in mind, that although our customers have been reviewing a hotel for years, you can probably only see reviews submitted during the past few months due to AGFG Australia display architecture.
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Guest ratings are the average user ratings for our hotels starting with the first review submitted. This content is not edited nor is it indorsed by AGFG Australia. Keep in mind, that although our customers have been reviewing a hotel for years, you can probably only see reviews submitted during the past few months due to AGFG Australia display architecture.
Why can't I see my review anymore?
We only display the most current reviews for a hotel. To keep the reviews relevant, reviews expire after approximately 18 months
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What is the meaning of the scale for Guest Rating scores?
The lowest score is 1 and the highest score is 10.
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How do I join the Loyalty Program?
Subject to your consent, you join the Loyalty Program once your first booking is confirmed. Joining the Loyalty Program is absolutely free.
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What is the Loyalty Program?
Our Loyalty Program is a special discount program that earns our loyal customers extra low rates for all of their reservations.
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What are Bonus Points?
Bonus Points are credits generated by booking travel services through our website. These Bonus Points are awarded to you with every confirmed booking and can be used as credits/savings towards future travel services booked via our website.
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What is the Loyalty Program?
Our Loyalty Program is a special discount program that earns our loyal customers extra low rates for all of their reservations.
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What are Bonus Points?
Bonus Points are credits generated by booking travel services through our website. These Bonus Points are awarded to you with every confirmed booking and can be used as credits/savings towards future travel services booked via our website.
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How do I earn Bonus Points?
Every time that you book travel services with us you will earn Bonus Points in proportion to the booking value.
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What is Bonus Points Value?
Bonus Points Value is based on a percentage of the total amount of a your confirmed, travelled and paid reservation.
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What is the Loyalty Points amount of the booking I want to reserve?
The Bonus Points appears on the on the purchase page (booking-details page).
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What is typical Bonus Points Value for the reservations
Between 1% to 7%, depending on various parameters (subject to our sole discretion)
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How do I use my Bonus Points?
Your bonus points need to be converted by you into a valid coupon at your personal customer area. Then the coupon can be used on the booking-details page (the payment page) to discount the reservation amount.
In order to do so, you need to access your online account with us by clicking on "Guest Login" link located on the upper right corner of our website and then enter your user/password details on the log-in window (your user/password are included in the email that was sent to you after the completion of the booking process).
On your personal client area section, among the available sections (tabs), there are two relevant sections (tabs):
“Bonus points” - where you can see the current status of all of your bonus points and where you can convert your available bonus points (all or a portion of it) into a coupon
“Coupons” - where where you can see the current status of all of your coupons
In order to use a coupon in order to discount any reservation price, you need to apply a coupon on the payment page by expanding the section ‘[+] use coupon’ and entering the coupon code (coupons codes are specified in your personal client area under ‘Coupons’ section (tab))
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In order to do so, you need to access your online account with us by clicking on "Guest Login" link located on the upper right corner of our website and then enter your user/password details on the log-in window (your user/password are included in the email that was sent to you after the completion of the booking process).
On your personal client area section, among the available sections (tabs), there are two relevant sections (tabs):
“Bonus points” - where you can see the current status of all of your bonus points and where you can convert your available bonus points (all or a portion of it) into a coupon
“Coupons” - where where you can see the current status of all of your coupons
In order to use a coupon in order to discount any reservation price, you need to apply a coupon on the payment page by expanding the section ‘[+] use coupon’ and entering the coupon code (coupons codes are specified in your personal client area under ‘Coupons’ section (tab))
Do I receive Bonus Points for the part of a transaction paid for with Bonus Points?
No. You will only receive Loyalty Credit Bonus Points for the part of a transaction paid for with currency.
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How do I know the amount of Bonus Points earned for each reservation?
Your Bonus Points are based on the equivalent numeric value of the currency value of your respective reservation. For example; if you spend 2000 euro then you earn 2000 Bonus Points, if you spend 100 dollars then you earn 100 Bonus Points and so on.
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Can I convert Bonus Points to cash?
No. You cannot convert Bonus Points to cash. Bonus Points can only be used to obtain discounts for new bookings through our website.
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Can I pay for part of a booking with Bonus Points and the balance by credit card online?
Yes. You can allocate a portion or all your valid Bonus Points towards a future booking and pay for the balance with your credit or debit card. For example: The booking is for $1000, you allocate $400 worth of bonus points towards the booking and the balance is paid by credit card.
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Will I receive Bonus Points for travel services that has been cancelled or that is unavailable?
No. No Bonus Points will not be earned for travel services that has been booked and then cancelled or for travel services that are unavailable.
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