TERMS AND CONDITIONS
Reservations
- 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 passengers.
- 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.
- For downgrading there will be no refunds.