FAQ

Where can I buy the Hotel Card?

You can buy digital gift cards online and have it delivered to yourself or someone special.


How do I check my gift card balance?

If you have not yet redeemed and added your gift card to your account, you can check your balance by going to the Check Balance page and entering the gift card number and PIN located on the back of the card.

If you have added the gift card to your account already, you can check the balance of your gift card by logging in to your Hotel Card account and clicking on My Gift Cards.


When does the gift card expire?

The card expires 5 years from the issue date.


Can I book hotels outside of my country of residence?

Yes, you can book at over 500,000 hotels all around the world.

Before making plans, we recommend checking all the necessary visa and passport requirements for your travels. Check https://smartraveller.gov.au/guide/all-travellers/everyone/Pages/advice-for-all-travellers.aspx for official information and guides.


How do I use my gift card?

To use your gift card, log in to The Hotel Card website with Email, Facebook or Google.

If you don’t have an account, you will need create a new account.

Once you are logged in, you can use the card 2 ways:

1. Search for a hotel you would like to book and select your room. Once you enter the booking process you will be asked to add your gift card. At that stage, you can easily enter your gift card to redeem it and follow the prompts to complete your booking.

2. If you wish to add your gift card to your account, but book at a later point in time, log in to your The Hotel Card account and go to My Gift Cards, click on “Add new gift card” and enter your gift card number and PIN located on the back of the card.


Can I use the gift card to pay at a hotel?

The Hotel Card is an online platform and allows you to book and pay for hotels online. You cannot currently pay directly at a physical hotel using The Hotel Card.


Do I need a gift card to book?

To complete a booking transaction, you will need to add a new a gift card or use an existing card with a balance greater than $0. Without gift card credit on your account you will be unable to make a booking.


How many gift cards can I add to my Hotel Card account?

There is no limit to the amount of The Hotel Card gift cards that you can add to your account. This may differ for adding cards provided, won, or purchased through a promotion or ‘special batch’ with unique terms.


Can I split a gift card balance across more than one account?

There is no limit to the amount of The Hotel Card gift cards that you can add to your account. This may differ for adding cards provided, won, or purchased through a promotion or ‘special batch’ with unique terms.


How many gift cards can I add to my Hotel Card account?

There is no limit to the amount of The Hotel Card gift cards that you can add to your account. This may differ for adding cards provided, won, or purchased through a promotion or ‘special batch’ with unique terms.


Can I split a gift card balance across more than one account?

Currently you can only add a gift card to one account. When adding a new card, 100% of the balance will be added to your account.


Can I choose how much of the gift card to use for my booking?

Yes, you can type any amount equal to or less than the balance of the gift card that you wish to spend during the booking transaction.


Can I book hotels that cost more than my gift card amount?

Yes, after adding your gift card, you can pay the outstanding balance with a valid credit or debit card.


How many gift cards can I use per booking transaction?

You can use as many gift cards as you would like for a single transaction.


Can I book more than one room at a time?

Currently, you can book only one hotel room per transaction. While you can only book one room per transaction, you can choose hotel rooms that will sleep/fit multiple people.

If you wish to book more than one room using your gift card, you will need to do so in multiple transactions. Ensure that you do not use the entire balance of your gift card on the first transaction - you will need a balance of at least $0.50 on a gift card to complete a transaction. Alternatively, you can purchase additional Hotel Cards for use.


My booking won't complete, what can I do?

If you are at the final stage of booking and have filled out all required fields, but are receiving an error when attempting to finalise the booking, it may be possible that the hotel themselves have not updated their availability and have since been fully booked for the room type you are booking. If this occurs we apologise for the inconvenience. The best course of action is to retry the booking with another room from the same hotel, or to search again for nearby hotels. We are always working to improve our systems and are currently working on ways to prevent this issue.


How will I know my booking was successful?

After completing the booking process, you will be directed to a booking summary page that will confirm that your booking has been confirmed. You will then receive a booking confirmation email and can also check your booking by logging in to your Hotel Card account and clicking on My Bookings.


Where do I find my booking confirmation?

After you have booked, you will receive a booking confirmation email with all your reservation and payment details.

You can also access your booking details by logging in to your Hotel Card account and clicking on My Bookings and you will find the booking record (sometimes referred to as a ‘voucher’), which can be printed.


When will I be charged for my booking?

Your gift card credit and any additional balance owing on your credit or debit card will be charged immediately at the time of completing a successful booking.

Please ensure that you have the available funds required on your credit or debit card if there is an additional amount due to be paid.


Can I cancel my booking?

A booking can be cancelled before the cancellation date provided at the time of booking. To cancel a booking, log in to your Hotel Card account and click on My Bookings and scroll to the bottom of the booking details. If it is before the cancellation date for that booking you will see a Cancel button. Click the button to cancel your booking and you will be refunded the amount charged to your credit card for the booking, and the gift card amount spent will be refunded to your account.

Non-refundable bookings cannot be cancelled without assistance from our support team and we cannot guarantee a refund for any non-refundable bookings as this is strictly at the hotel’s discretion.


Why can’t I use my gift card?

“This coupon cannot be redeemed.”

If you see the above message, it usually indicates that the card has already been added to a Hotel Card account. You can check the My Gift Cards tab once logged into your account to see whether the card you are trying to redeem has already been added. If you do not see the correct gift card on your My Gift Cards tab, please contact us for further assistance.


“Invalid coupon.”

If you see a message that the card number you entered is not valid it usually indicates that there is an issue with the card number or the PIN you entered is invalid. Check the back of your gift card or digital gift card email and try re-entering the card number and PIN. If the card number was entered correctly but you are still receiving this error, it may mean that your card has not yet been activated by the merchant. Please wait 24 hours before attempting to redeem your gift card again. If you continue to receive the same error, please contact us for further assistance.


“The card number you have entered has expired.”

If you see a message that the card number you entered has expired it usually indicates that the gift card you are entering has passed the expiry date. Please ensure that the gift card you are using is not part of a promotion with expiry terms that differ from standard retail cards. Expiry information can be found on the back of the gift card. If the card should not have expired yet but you are still receiving this error, please contact us for further assistance.