All reservations must be directed to Mainstay Hotels listed in the current Go Koala 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 Go Koala Central Reservations or the property by 12 noon, 24-hours before the date of stay. If cancellation notification is not received in the accordance with conditions, a no-show fee of the entire stay will apply.
If an individual hotel has a different policy it will be advised in the hotel listing.
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 is to be made directly to the hotel – for colour code upgrades please see page 4 of the Go Koala Directory.
