Help


Memberships

What is a tripBookr membership?

What do I need to sign up, is it free?

Can I cancel my membership at anytime?

Can I share it with my friends?

Are there any “gotchas” or things I should know up front?

Hotels

What are hotels marked “on request”?

What are hotels marked “insider rates”?

I can’t find a hotel on the site, what do I do?

Bookings

Who do I contact if I have a question about my booking?

Can I cancel or modify a reservation after I book?

Do I need to bring anything with me in order to check in?

What should I do if the hotel has problems locating my reservation?

I’ve misplaced my booking confirmation email, can you email it to me again?

I'm trying to make a booking for more than five rooms but tripBookr won’t let me, can you help?

I would like to travel with our children but there's no child option when I make my booking?

Can I search for pet friendly hotels?

Payments

My payment has been declined, what should I do?

Is my payment secure?

What payment options do you provide?

What currencies can I pay in?

And there really no hidden fees?

What protections do you have in place against fraud?

Travel Information

Memberships

What is a tripBookr membership?

tripBookr is an exclusive travel club giving its members access to wholesale pricing hotel accommodation. A paid tripBookr membership allows a customer to purchase from tripBookr at the absolute best rates we can provide.

What do I need to sign up, is it free?

tripBookr is a paid membership; memberships start from $150AUD per year. We encourage people to sign up for a trial membership and explore our prices before purchasing with us.

Trial and paid memberships can be made on our sign up page: www.tripbookr.com/sign-up 

Can I cancel my membership at anytime?

Yes! We save your credit card information for an auto-renewal every 12 months, we’ll send you a few warning emails before we attempt to charge your card.

Cancellation of this auto-renew can be made at anytime, please contact support.

Can I share it with my friends?

Absolutely! We encourage our members to tell their friends and family about tripBookr. Our business model with suppliers allows to negotiate such good rates due to the size of our club; more members means we all save more.

It’s important to note you’re unable create bookings on behalf of other people, your booking information is tied to the account holder and any hotel bookings will require you and your ID to check into a hotel.

The only exception to this limit is multi-room bookings where members are permitted to have family or friends listed on additional rooms, one of the primary contacts must still be the member themselves.

Are there any “gotchas” or things I should know up front?

We don’t want to rip people off - tripBookr is a heavily discounted travel site and as a result we do have terms and conditions forced upon us by suppliers:

  1. All rates and bookings on tripBookr are non-refundable. In the event you need to amend or cancel a booking we’ll also try our best to negotiate with the hotel for you, but we highly recommend treating all bookings as non-refundable.
  2. Our prices cannot be used for better rate guarantees elsewhere. We are a private club and hotels do not like when they are undercut by us.
  3. You cannot use this membership to make bookings on behalf of your friends or family, our licensing agreements with hotels don’t allow us additional names per membership.


Hotels

What are hotels marked “on request”?

Throughout our site hotels are sometimes marked with an "on request" label, these hotels don't have instant confirmation rooms available for the dates requested.

We often have offline access to these hotel, if you're interested in booking a hotel with an on request label please contact support.

What are hotels marked “insider rates”?

Hotels marked with "insider rate" labels contain extra discounted prices our supplier agreements do not allow us to release publicly. Members not logged in are not able to see the final discounted price of these hotels, please ensure you’re always logged into tripBookr.

These prices are often much cheaper than the hotels themselves and are our gift to our members. We recommend keeping an eye out for these labels when searching for accommodation in order to maximise the benefit of your membership.

We're always releasing new hotels with speciality insider rates, we recommend taking a look through our insider rates page for more: https://www.tripbookr.com/insider-rates

I can’t find a hotel on the site, what do I do?

If you’re unable to find a hotel on our site please don’t panic! We’re continually working on making it easier to find those tricky hotels, if you’re unable to find a hotel please contact support - we’re here to help.


Bookings

Who do I contact if I have a question about my booking?

If you have any questions, queries or concerns about your booking simply email our customer service team at hello@tripbookr.com

Can I cancel or modify a reservation after I book?

All bookings on tripBookr are non-refundable and usually don’t allow any free amendments. However, depending on the hotel we’re often able to negotiate on behalf of our members. If you have any queries or questions about modifying or cancelling a booking simply contact our customer service team at hello@tripbookr.com

Do I need to bring anything with me in order to check in?

All you need to bring is a copy of your booking confirmation, a valid photo ID and any valid credit card in order to check in.

What should I do if the hotel has problems locating my reservation?

If the hotel is unable to locate your reservation or  confirmation number for any reason, please email hello@tripbookr.com  or ask the hotel to contact us on your behalf.

I’ve misplaced my booking confirmation email, can you email it to me again?

We sure can! Just send an email to hello@tripbookr.com with your full name and email address and a member of our customer service team will help you.

I'm trying to make a booking for more than five rooms but tripBookr won’t let me, can you help?

Absolutely! At the moment all bookings that require more than five rooms must be processed by our customer service team, just email your name and contact info to hello@tripbookr.com and they will get the ball rolling!

I would like to travel with our children but there's no child option when I make my booking?

We don't currently support children bookings through our website  however if you just email hello@tripbookr.com one of our customer service team will help process your request.

Can I search for pet friendly hotels?

Soon! In the meantime feel free to email a picture of your pet to hello@tripbookr.com and keep our team motivated.


Payments

My payment has been declined, what should I do?

We recommend contacting your bank or credit card provider first. If you’re still having problems booking just send us an email at hello@tripbookr.com

Is my payment secure?

Absolutely, all of tripBookr payments are processed with the latest encryptions offered by our PCI compliant supplier Stripe https://stripe.com/docs/security/strip

What payment options do you provide?

We provide the following payment options to all our members:

Payment type

Charges and fees associated

How to use this

Credit card

2.9% surcharge

Use the regular checkout process on our site.

Credit card via phone

2.9% surcharge

Contact support with your contact number, we’ll ring you.

Direct deposit and direct debit

$0

Contact support and we’ll provide access*

*We’re only trailing this feature at the moment, we love taking away the additional banking fees and hoping we can help save more people money in 2018.

Have another option in mind? We’ve love to hear about it - please contact us.

What currencies can I pay in?

tripBookr currently supports the following currencies:

AED

United Arab Emirates Dirhams

AUD

Australian Dollars

CAD

Canadian Dollars

EUR

Euro

GBP

UK Pounds Sterling

SGD

Singapore Dollars

USD

US Dollars

You can change your current at the bottom of every page on our site. If you wish to pay in another currency please contact us.

And there really no hidden fees?

That’s right! Once you’ve signed up to our membership club members are not required to pay any additional fees or charges as part of a booking with exception of credit card surcharges. Credit card surcharges currently have a 2.9% additional fee (but we’re currently working with our payment gateways to lower this).

We provide direct deposit access for our members in order to avoid these charges, get in touch with support upon booking for that information.

It’s also important to keep an eye out for any hotel tariffs or additional city taxes which may apply and are payable direct to the hotel when you check-in.

What protections do you have in place against fraud?

Due to the nature of online travel tripBookr takes extra precautions to protect people’s credit cards (not just our members). As a result we have additional checks on our credit cards on sign up.

Upon sign up tripBookr will make a $0.XXAUD pending charge against a member’s credit card and members will be required to provide identification of those numbers before we can confirm any of their bookings.

If you don’t have access to your online banking we recommend contacting support so we can provide alternate arrangements.


Travel Information

It is your responsibility to ensure that you hold the correct, valid documents for the country(ies) you are visiting (including a valid passport for all travellers including children, and any visas that may be required) and have obtained the necessary vaccinations. tripBookr cannot accept responsibility if you are refused passage on any airline, transport or entry into any country due to the failure on your part to carry the correct documentation.  

And don’t forget, if you're unsure about the documents or visas required for your trip, drop us an email and we'll see if we can help!