TERMS AND CONDITIONS

Reservations

• All reservations must be directed to Mainstay Hotels listed in the current Go Koala Pass brochure.
  
• All reservations are guaranteed to the wholesaler for the first night of stay.
  
• Reservations made by guests traveling with open vouchers must also be guaranteed by an approved credit card number.
  
• Open dated vouchers do not ensure availability.  We recommend accommodation be pre-booked at least 24 hours in advance.  To guarantee a reservation on an open dated voucher, the guest must quote a credit card number when booking.

Cancellations

• Cancellation notifications must reach Mainstay Hotels by 6pm the day prior to the reservation on pre-booked accommodation. If cancellation notification is not received in the accordance with conditions, a no-show fee of the first night’s tariff will apply.

Refunds and Surcharges

• It is recommended that a mixture of colour vouchers be purchased as no refunds are given when a higher priced colour voucher is presented at a lower priced colour property.
  
• Guests presenting lower coloured vouchers at a higher coded property will be required to pay a surcharge – see in manual and also in the front of the Go Koala directory.
  
• Unused vouchers can only be refunded from the office of purchase and in the same currency used for purchase.
  
• Refunds may be subject to an administrative fee by the issuing office.
  
• If another room type is desired using the Go Koala Pass other than what is listed eg.. 2-bedroom apartment, a surcharge is payable at the property.  Your Mainstay reservations office will advise you of the applicable surcharge amount.

Tour Operator Acceptance

• The tour operator is responsible for the issuing the correct information on the vouchers given to the traveler.
  
• If any vouchers are lost or stolen that have been issued or made out for travelers you must immediately advise your Mainstay office of the full details.
  
• You may terminate this arrangement at any time by notifying Mainstay Hotels in writing. Termination of this agreement will not effect any obligations incurred by you prior to termination.
  
• Mainstay Hotels has the right to terminate your authority to use vouchers for any reason without notice.
  
• Your appointment as a Mainstay Hotels Tour Operator is subject to an annual review and is dependent upon satisfactory performance.
  
• In the event that you company is sold, restructured or merged with another Tour Operator Agreement is automatically terminated and the new company would have to re-apply if MHA Tour Operator status was to be continued.
  
• Conditions are subject to alteration or withdrawal without notice at any time.

VOUCHER CONDITIONS

• All vouchers must be clearly printed.
  
• All details of the booking must be printed clearly including name of the booked hotel, guest name. date of stay, type of room booked and number of pax.
  
• Open vouchers must show :–

Operator reference Services Valid
Wholesaler name State that is an Open Dated Voucher
Mainstay code Validity
Country of use Special Comments
Client name Colour Code of Voucher

• Only one voucher per night can be issued.
  
• If the accommodation has been booked to a specific property, one voucher can be used for multiple nights. It is important to remember that the pre-booked voucher cannot be used at any other property, separate vouchers will be required.
  
• If the guest cancels within the required cancellation conditions of the property, they are to return the voucher to the place of purchase for a refund.
  
• If the guest decides to lengthen their stay, additional open vouchers may be used for the additional nights or payment for additional nights made direct to the property.
  
• If the guest wishes to upgrade either room or colour code then payment it made directly to the hotel – for colour code upgrades please see page ?
  
• For downgrading there will be no refunds.