Who is responsible for my non-refundable hotel if the only flight is cancelled by Qantas

[clifford]

The bus

Is there even such a thing? Adelaide to Cape Jervis, and then Penneshaw to Kingscote.

It's not a trip I'd be taking lightly...

 

[justinbrett]

Could OP have booked a refundable rate? Absolutely! But they are committed to taking the trip so refundability is a moot point.

I strongly contest this statement.

If you are 100% committed to a trip, and even 100% committed to staying at specific hotel for specific dates, it is not necessarily (and I mean less often than not) worth booking a non-refundable rate more than a month from staying. The experts say about 15 days prior is the best time to book.

What you do is book a flexible (or semi-flexible) rate at the hotel of your choice once you know you are travelling. This is your insurance if prices go up. Check rates closer to the date and quite often you'll see prices go down. You can simply cancel and rebook (some chains like Hilton are so geared for this you don't even have to cancel, just change booking and reselect the new rate for the exactly the same dates). Repeat as often as you like. Within the last two weeks, if the price is worth it, convert to non-refundable.

There's obviously cases where non-refundable is the way to go, but that's normally for specific (and I'd say a minority) of circumstances. Blindly saying "well I'm definitely going so I'll book non-refundable" is not smart.

 

[Matt_01]

Is there even such a thing? Adelaide to Cape Jervis, and then Penneshaw to Kingscote.

It's not a trip I'd be taking lightly...

There is a bus service listed on the sealink web site and it only runs twice a day from Adelaide. Also the Mecure is at American River which is about halfway between Penneshaw and Kingscote. Maybe the OP was planning to hire a car, use tour operators, the transfer services or has access to friends on the island. As far as I am aware there is no public transport, taxis or ride shares on the island. I have not personally used the bus service, so cannot comment on if it is running or not or even what it like. I live in SA and use the ferry as IMO you need a vehicle if going to the Island.

@xueliusyd you mentioned you have spoken to the hotel and out of curiosity did you book direct with the property. I have stayed in this hotel and the owner lives on site and is very easy going, maybe call back and ask to speak with the owner. If booked direct I would have thought that the owners should be able to cancel or amend the booking, if you booked through a third party site I am not sure if the rules are different.

 

[harvyk]

I might have missed it, but have you actually called the hotel and explained the QF have cancelled the flight.

I've been lucky enough to only have one trip that was delayed for more than 24 hours. A phone call (not just an email) worked wonders even with non refundable bookings (for me it was hotels / activities and car hire, all rescheduled)

The trick is not to expect or demand it, simply let them know what had happened and see if there is anything they can do.

(I've done this a couple of times for different things when events have occurred outside my control, most places tend to be understanding, provided you have the right attitude)

 

[Mattg]

I might have missed it, but have you actually called the hotel and explained the QF have cancelled the flight.

I've been lucky enough to only have one trip that was delayed for more than 24 hours. A phone call (not just an email) worked wonders even with non refundable bookings (for me it was hotels / activities and car hire, all rescheduled)

The trick is not to expect or demand it, simply let them know what had happened and see if there is anything they can do.

(I've done this a couple of times for different things when events have occurred outside my control, most places tend to be understanding, provided you have the right attitude)

Agreed. The hotels on Kangaroo Island are probably well aware that airlines have been fiddling with schedules - other guests have probably been affected in the same way - and may be willing to let you change the dates.

I may have missed this, but has the OP called to ask the hotel directly yet and did they refuse?

 

[kangarooflyer88]

The trick is not to expect or demand it, simply let them know what had happened and see if there is anything they can do.

This is key. Not every inflexible booking is truly inflexible. When circumstances change often the travel providers will provide flexibility. Certainly during COVID I've had non-refundable flight and hotel bookings refunded given it was illegal for me to travel to the destinations I had booked pre-COVID.

That being said, the OP should also ask themselves what do they want out of all of this? How would they be made whole (or as close to whole as feasibly possible). Some folks book travel well in advance having gotten approval from work and so moving schedules around may not be an option. On the other hand, others may have flexibility to move things around. If the former, your best bet as others have mentioned is to fly to get Qantas to fly you to Adelaide then take the bus/ferry to Kangaroo Island. If it's the latter, then calling the hotel to adjust the booking may be feasible.

I strongly contest this statement.

If you are 100% committed to a trip, and even 100% committed to staying at specific hotel for specific dates, it is not necessarily (and I mean less often than not) worth booking a non-refundable rate more than a month from staying. The experts say about 15 days prior is the best time to book.

What you do is book a flexible (or semi-flexible) rate at the hotel of your choice once you know you are travelling. This is your insurance if prices go up. Check rates closer to the date and quite often you'll see prices go down. You can simply cancel and rebook (some chains like Hilton are so geared for this you don't even have to cancel, just change booking and reselect the new rate for the exactly the same dates). Repeat as often as you like. Within the last two weeks, if the price is worth it, convert to non-refundable.

This is a smart strategy but may not always be feasible depending on the hotel. Thinking specifically of Accor, often the non-refundable rate can potentially be a hundred dollars or more cheaper over a stay. So yeah you do have flexibility in making changes and refunding, you may be leaving money on the table. That being said, one nice thing about refundable bookings is that should you see the price drop massively you can cancel and rebook under the new rate. Another thing for the OP to consider in the future when comparing hotels to stay at is what the rates look like at the various hotels. Some Accor properties feature refundable rates as the cheapest option whereas others you have to pay more for. So sure, a hotel may be a couple of bucks more expensive than the one you had your eyes on, but if it features exclusively refundable rates it can make sense.

-RooFlyer88

 

[PERLHR]

Think of it this way - the airline doesn't know or care what you do after the get you to your destination. Much like a hotel doesn't know how you plan on getting there.

Absolutely. Spot on. You need to cover events and possible eventualities with insurance. If your car breaks down on the way to the airport would you expect QF or any carrier to just pop you on the next flight even though you bought a cheaper non transferable ticket,? Hotels offer refundable/cancellation options and they should be used. Non refundable is being overly reliable on everything going to plan. The traveller has the option to choose. Lesson learned I guess for the Op. Hope things worked out eventually.

 

[RooFlyer]

At this point, may be worth considering that the OP is a 'newbie' on AFF and possibly to the various nuances of travel/hotel bookings. May be a bit intimidated by some of the answers given (and confused, given the contradictions and contested opinions).

 

[Eastwick20]

Ultimately the terms and conditions of the hotel booking are the terms and conditions,
The Hotel is not responsible for what Qantas does and vice versa

That being said in small places like this, airline cancellations and schedule changes are usually well known around the island , its surprising on a customer service level that they aren't being nice about this situation and offering a solution, but at the end the day they don't have to

 

[justinbrett]

This is key. Not every inflexible booking is truly inflexible. When circumstances change often the travel providers will provide flexibility. Certainly during COVID I've had non-refundable flight and hotel bookings refunded given it was illegal for me to travel to the destinations I had booked pre-COVID.

That being said, the OP should also ask themselves what do they want out of all of this? How would they be made whole (or as close to whole as feasibly possible). Some folks book travel well in advance having gotten approval from work and so moving schedules around may not be an option. On the other hand, others may have flexibility to move things around. If the former, your best bet as others have mentioned is to fly to get Qantas to fly you to Adelaide then take the bus/ferry to Kangaroo Island. If it's the latter, then calling the hotel to adjust the booking may be feasible.


This is a smart strategy but may not always be feasible depending on the hotel. Thinking specifically of Accor, often the non-refundable rate can potentially be a hundred dollars or more cheaper over a stay. So yeah you do have flexibility in making changes and refunding, you may be leaving money on the table. That being said, one nice thing about refundable bookings is that should you see the price drop massively you can cancel and rebook under the new rate. Another thing for the OP to consider in the future when comparing hotels to stay at is what the rates look like at the various hotels. Some Accor properties feature refundable rates as the cheapest option whereas others you have to pay more for. So sure, a hotel may be a couple of bucks more expensive than the one you had your eyes on, but if it features exclusively refundable rates it can make sense.

-RooFlyer88

It doesn't matter if the non-refundable rate is lower than the flexible rate - it is a gamble to see if either of the rates drop after you book - and often, especially if you are booking ahead, they do.

So even if the non-refundable rate is $200 lower than the flexible rate now, if in two months that non-refundable rate drops by $300, you would have been far better off with the flexible rate. You're only looking at the initial comparison - but neither of these rates are fixed.

The specific examples of where I don't recommend this are:
1- It's an international booking and you are very confident the AUD is going to devalue significantly (I did this for some bookings last year, paid at US $0.69. by the time I was there it was closer to $0.65.
2 - If there's a special event or it is peak season (ie Christmas here) and you know from previous experience the rate is unlikely to go down

If I'm planning a trip 6 months out, I will make all the hotel bookings straight up, all flexible rates. In my experience at least 50% can be rebooked for much cheaper closer to the date. This doesn't even take into consideration the extra insurance it gives you in terms of changing travel plans or situations like the OP.

These chains offer non-refundable rates for a reason. Very few flights these days are non-changeable (even for a fee) - hotels obviously make money out of this strategy, because they know there's a good chance the rate will go down and the person won't be able to rebook at the lower rate.

On the other hand, it's quite rare for an airfare to go down in price - it happens, but not nearly as much as hotels.

 

[MEL_Traveller]

Absolutely. Spot on. You need to cover events and possible eventualities with insurance. If your car breaks down on the way to the airport would you expect QF or any carrier to just pop you on the next flight even though you bought a cheaper non transferable ticket,? Hotels offer refundable/cancellation options and they should be used. Non refundable is being overly reliable on everything going to plan. The traveller has the option to choose. Lesson learned I guess for the Op. Hope things worked out eventually.

But worth noting that for travel on Qantas, if you are prevented from travelling for reasons beyond your control, Qantas will give you a credit for the non-refundable portion of the airfare, subject to a service fee and evidence of the events beyond your control. This could include notice to Qantas after your flight has departed. See 6.4 of the conditions of carriage.

 

[jase05]

IMO you need a vehicle if going to the Island.

Definitely need a car for KI.
I fly down there about every 2 months for work and there are hire car companies at both KGC and Penneshaw

 

[Quickstatus]

If you were away from home and the Kangaroo Island flight was cancelled, QF would usually put you up in a hotel and pay for meals and transfers if you elect to take the flight the day after.

Until they get you to kangaroo island.
The compensations end when they deliver you to your destination.

 

[Quickstatus]

has the OP called to ask the hotel directly yet and did they refuse?

Yes

I’ve tried to contact hotel they said No,

I suspect since Covid accomodation providers have been less than flexible when it comes to nonrefundable bookings.

Bottom line is that unless you are willing to lose the $$$ don't book a non refundable booking.

No the airline will not refund an unrelated third party booking. They will refund to published limits some of the costs incurred while they get you to your destination.

 

[dajop]

If I'm planning a trip 6 months out, I will make all the hotel bookings straight up, all flexible rates. In my experience at least 50% can be rebooked for much cheaper closer to the date. This doesn't even take into consideration the extra insurance it gives you in terms of changing travel plans or situations like the OP.

I agree, although we tend not to book 6 months out.

But even if people do want to lock in a seemingly low, non-refundable rate early on, it's sometimes worth it to book the first night as refundable to deal with any potential airline disruptions.

 

[clifford]

it's sometimes worth it to book the first night as refundable to deal with any potential airline disruptions.

Yes indeed, this is what I sometimes do. Might cost a bit more but gives a bit of peace of mind.

 

[Quickstatus]

this is what I sometimes do

Or have Travel insurance.

 

[xueliusyd]

There is a bus service listed on the sealink web site and it only runs twice a day from Adelaide. Also the Mecure is at American River which is about halfway between Penneshaw and Kingscote. Maybe the OP was planning to hire a car, use tour operators, the transfer services or has access to friends on the island. As far as I am aware there is no public transport, taxis or ride shares on the island. I have not personally used the bus service, so cannot comment on if it is running or not or even what it like. I live in SA and use the ferry as IMO you need a vehicle if going to the Island.

@xueliusyd you mentioned you have spoken to the hotel and out of curiosity did you book direct with the property. I have stayed in this hotel and the owner lives on site and is very easy going, maybe call back and ask to speak with the owner. If booked direct I would have thought that the owners should be able to cancel or amend the booking, if you booked through a third party site I am not sure if the rules are different.

Booked through Accor app, emailed reservation team they said hotel manager usuy does not do refund to any non refundable booking.

 

[oz_mark]

Booked through Accor app, emailed reservation team they said hotel manager usuy does not do refund to any non refundable booking.

Far better off speaking to the hotel itself.

 

[Matt_01]

Booked through Accor app, emailed reservation team they said hotel manager usuy does not do refund to any non refundable booking.

I would just call the hotel direct, the owner is very accomodating. I suspect the reservation team in a call center are just feeding you stuff from a script. For this hotel the Manger is also the owner and lives on site, he will have the final say on what can happen. I will not not into all the details of our stay, however the original booking was through a combination of AMEX and Accor, when I needed to change it I got the standard run-a-round so I called the property. I explained what I wanted to change and why and he just made it happen and confirmed everything everything via email before the call ended.