Wotif Head Office
Expedia Inc,
333 108th Avenue NE,
Bellevue, WA 98004, USA
Wotif Customer Service
Phone: 1800 781 972 / 219 (within Australia)
Phone: +61 2 8228 1670 (from abroad)
_____
About Wotif
Wotif is Australia’s leading online travel booking website launched in the year 2000. Wotif allows guests to book hotels, flights, car rental and tour packages in Australia, New Zealand and around the world. The website boasts of more than 1.5 million reviews from genuine travellers. In 2014, Wotif became part of Expedia Inc. after it was acquired for $658 million.
Guests can search for flights, hotels or tour packages using the journey planner on the website. The flight search allows you to filter the results by airline, price, number of stops or departure time. The fares are economical and includes taxes. The flight details also informs the baggage fees, cancellation policies, among others. If you find a cheaper price for the one already booked, you can write to Wotif and claim the refund of difference amount. Booking can be done through major credit cards. It will be charged in Australian dollars (AUD).
With regard to hotels, guests can filter search results by star rating, landmark, property type or amenities such as AC, Internet, swimming pool, parking and shuttle transportation. Look for the Deals section to find some of the discounted properties. Further, look for packages by destination or activities.
To view your itinerary or manage your booking, access your account online here. For flights, some fares are non-refundable. Review the itinerary for fare rules, cancellation policies and penalties. As for hotels, most bookings are fully refundable with no penalty fees if cancelled before scheduled date. Refunds are processed on the same day of cancellation. The amount will be refunded to account holder directly. For more information or queries on flight/hotel booking, refund, cancellation, or others, reach the Wotif customer service via phone or email.
Wotif,
Words cannot describe the absolute disregard and lack of customer support which claims trained agents, but my experience with your nearly impossible to find customer service department would suggest otherwise.
Problem 1. When searching from within QLD Australia on Wotif.com.au for a hotel Maryborough QLD, I was presented with an available hotel on Sept 21st 2021. After receiving confirmation, the hotel location is in Cork Ireland which is absolutely ridiculous considering my search was for QLD Australia.
Problem 2. First 6 customer service numbers listed on Google are disconnected. It was nearly a half hour of research to find an actual number to discuss cancellation and refund.
Problem 3. Agent was extremely unhelpful and required me to call them back at a later time in order to call the hotel to cancel and obtain a refund. (appalling putting your customer out to have to make another call in order for the “Customer Service” department to service the customer.
Problem 4. Called again 3 hours later, and spoke to an Agent named Precious?? She had contacted the hotel and was awaiting response. She had informed me that I would be cc’d into the email correspondence with the hotel, and remarks would be left on my file. I received no emails so can assume emails were not sent.
Problem 5. Called yet again the next day, and spoke to an agent who quickly informed me my refund was granted by the hotel and I would receive it within 10 business days. I requested email confirmation and was informed I would receive it shortly. Surprise surprise… No email was sent.
Problem 6. Now 11 business days after booking and NO REFUND HAS BEEN APPLIED
Problem 7. Called again Oct 5th 2021 and spoke with an agent. She has no clue of any of the above. She suggests calling the hotel twice and my concern is she didn’t even check the time in Ireland which is 1am. She said no notes are on the file and the stay is still active??? WTF! This highlights pure incompetence on behalf of your so called “Trained Agents” as it appears they have zero clue about anything and can’t even simply take customer notes for other agents to follow up. This is travel agent 101, and customer service 101, so pretty pathetic that WOTIF, an Expedia company, has such poor customer service.
This agent informs me again that it’s my responsibility to call back tonight so they can call the hotel and retrieve my refund which highlights an outright lie from the agents i spoke with 2 weeks ago having informed me the refund was on the way and was to be expected within 10 business days.
All calls are recorded so it shouldn’t be hard for you to hear this, but given my experience with your customer service team, I’m sure some sort of technical error has occurred where the conversations were not recorded.
I expect this to be resolved ASAP.
Thanks
I have spent Thousands with them over the years with no problems. But I am still trying to get a refund for a flight (it’s been 8 weeks) and it is impossible to get in contact with anyone at Wotif. Once your flight date has passed your Itinerary no longer exists and without a valid Itinerary number you cannot be put through to a human.
I used to be the biggest fan of Wotif. They used to be quick, offer the best prices and provided a one stop shopping experience. The Covid happened and I needed to cancel my bookings twice through no fault of my own. No refund, and fighting for credits to be issued. This is where my problems began. Every time I try to call the 1800 number to make a new booking, I wait in a queue for hours on end and eventually give up. I cannot make the bookings online, I have to call the 1800 number, only to wait for hours and giving up each day. Why does it have to be so hard? From a huge fan of Wotif, I now feel I have been terribly let down. Why doesn’t Wotif have a call back feature that many busy call centres have? All I want is to redeem my credit and make my bookings, but it has been made virtually impossible for me to do. Wotif is happy to take our money, but when it comes to assisting when things go wrong, like during the Covid pandemic, suddenly, they are uncontactable and unreachable. Every email I’ve tried sending has bounced back.
Did you eventually get through Charmaine? I’m having the same problem. If you did do you have any hints to get to speak to someone. The online help is a waste of time.
I am absolutely horrified by wotif.com and the way they deal with challenges. I booked a place some time ago for the Christmas break, we have people flying from interstate and overseas only to get a notice saying my booking is cancelled. I have paid fully. You still have my money, I have sent you numerous emails. Every time I ring, we get cut off and no one rings me back. This is totally unacceptable and I am not impressed in any way. I don’t believe the hotel was overbooked and it was not an oversight as they took my money many weeks ago now. I don’t even know where to go from here this is so unacceptable. I am a very patient person but even I can’t accept this and I need help and I need this fixed immediately. Not only do you have my money, but you have also put a huge damper on our Christmas and we are stuck for solutions. My expectations is that you help me fix this immediately. Not asking for much here. Please contact me ASAP.
Booking made through Wotif for 2 nights in Sydney Hotel in September for stays in October, in August the booking was cancelled due to the same hotel offering half the price of Wotif.
We stayed at the hotel and Wotif did not cancel the original booking with the hotel. We were charged over $500 for a no show.The credit cards details were supplied to the hotel by Wotif even though the booking was cancelled.
I tried for over 6 weeks on a regular basis to get a refund, with no help, Wotif would put me on hold for up to 50 minutes at a time, in the hope I would hang up. Then I was asked to produce all the documentation even though on one call previously I was advised that YES the booking had been cancelled and it was an error on the part of Wotif. ANd a refund would be forthcoming in 48 hours, today I was told yes we will go ahead and refund and will ring you in 24 hours to confirm. Then the next minute he said, you have to produce documentation. I deleted the documentation from my emails as I thought this matter had been dealt with.
I will now refer this matter to Fair Trading NSW and the Ombusman.
I would like to lodge a complaint. I rang today to inform that there would be an extra person and guide dog staying at the property.
The person who answer my call said you realise that there is a no pet policy on these properties. I tried to explain that there were service animals and not pets. Yes I was very angry. Yes he finally admitted that service animals were allowed.
I asked four times to speak to a supervisor and he eventually hung up on me.
I the rang back and asked again to speak to a supervisor and was told that he was a supervisor.
He told me that me we need to make sure that there is no “pet hair left in the unit”.
That I needed make sure that every was clean. Had I read the fine print. Obviously if I was ringing to advise that there was another person and guide dog I had read the fine print.
I found the whole experience frustrating and demeaning.
Firstly there was no need to mention the no pets Policy, as it does not apply to us. These are service animals not pets. This is like waving a red flag to a bull. Do you have any idea the number of times the guide dog and their
handlers are discriminated against. They are illegally refused access to restaurants, taxis, ordered out of shopping centres and accomodation as well as illegal cleaning fees because of their service animals.
So when a family rents a property do you say you must make sure that sure that nothing is spilt on the floor and your children must jump all over the furniture? You must wash up and dry the dishes? We expect that you will behave.
Yet you have the temerity to same that we must pick up any dog hair. Do you not understand that these people have no sight and their dogs are their eyes.
These dogs are groomed on a daily basis so that
A. Any excess hair is removed and therefore reducing the chance of too much hair being left.
B. To make sure that the dog does not smell.
My husband has just spent two weeks in hospital and I took his guide dog I every day and he sat on his mat. Not a problem!
Despite the number of sick people and the risk of infection and the possibly of flying dog hair, these dogs are welcomed as are Delta Dogs.
The man who answered the phone enflamed the situation right from the start by mentioning the no pet policy. There was no need for this. It clearly shows that he has no understanding and empathy for the disabled.
There would have been no anger directed if the no pets policy had not been mentioned or expecting us to clean what little hair that the dogs may leave especially when the other comment was we need to make sure our workers have little exposure to dog hair as they may have allergies to dogs. Then ask your cleaners before you send them in to clean.
I will be taking this further to wotif and I will not leave a good report. This was still discriminatory behaviour in disguise.
After spending a night at a beautiful guest house, booked via Wotif, I was sent through a request for a review, which I was more than happy to give. After ticking all the boxes, I was then asked for a comment. Wotif, however, refused to accept my one sentence (which summed up my delight with the stay), and eventually I cancelled the review. I felt that this was a pity, because the guest house was definitely worth a review. This is not the first time this has happened to me with reviews and Wotif. My suggestion is that Wotif changes its review form to accept single sentences, otherwise a lot of great holiday places are missing out on reviews.
I made a booking through WOTIF 5 months in advance of a very significant birthday for a 1 night stay at Jamala Wildlife Lodge Canberra. The booking was for the experience of sleeping near an wild animal as seen on a TV travel segment (Safari room). This cost in excess of $1000. One week out from the visit we were contacted by the Jamla Wildlife Lodge to confirm the details of the visit. It was only at this time that we discovered WOTIF had not booked us into a room with any view of an animal. At this point of course there was no correct room type available, no alternative was offered and no refund available.
I made a booking for Birchwood on the River Devonport Tasmania @ approx 20.00 this evening February 27 2018 for 1 night March 21 . On checking the booking the date was not correct. I cancelled and tried again for the correct date. That date was not available. The cancellation was completed . It was a shock to discover a cancellation fee of $ 52.50 was to be charged.Cancellation fees are usually charged close to bookings on other sites. I have often used Wotif and have been a very satisfied customer. On this occasion I am extremely disappointed. I will use other sites in future. A comment on this email from you would be appreciated. Thankyou.
(This is an email I tried to send privately to support@customercare however it won’t send through) Hi there,
My name is lucienne goldrick I recently booked Bingin Garden Villas on your website and have just arrived. The place would be a great budget accomodation which is what we expected it to be however, when we went to our room we quickly noticed the lack of hygiene standards and cleanliness all round. Prior to this we walked around the grounds for 15 minutes trying to find someone to check us in, it was only once we knocked on the house keepers private quarters that we were pointed in the direction of our room with no dialogue (language barrier is understood).
We are eager to stay somewhere else but before doing so we’re hoping you’ll be able to help us with a refund as the owner isn’t here and the only staff around can’t understand us, nor us them.
I’ve attached some photos to show you what I mean ie. cigarette ash on the floor, no toilet paper, an uncleaned toilet seat and an unwashed Duvet with no cover. There is also a real mould problem which has left the bathroom and bedroom pretty unbearable (smell wise).
Thank you for your time I look forward to hearing from you in regards to what to do next.
Lucienne
We booked 2 nights Zenith Appartments Docklands. Luxury appartment????
It is advertised as a queen bed but is a double bed. No wine glasses no coffee cups.
I had to pay $250 refundable payment on arrival (not advertised) in case of damage. Its been over 2 weeks and this has not been refunded despite asking on numerous occassions.
Last time i use wotif and i will be letting everyone i know to not use the zenith appartments its not worth the hassle and the appartments while new are far from luxury…
Hi there,
I am trying to look at some prices for a hotel and flights. I have clicked on the room I wanted and the flight I wanted but either are showing me prices it is saying $0 I also have some photos of what I saw
Kind regards
Sonne Holt
This morning I was trying to book a hotel in Sydney’s palm beach your site booked a hotel in palm beach Queensland when I realised what had happened I canceled , I was then told that the booking was none cancelable I feel I have been ripped off and will take every action to redeem my money and let everyone I know personally and in the business community what can happen you book using your site
Never again will I book with wotif. Punched in a wrong date when booking a motel. Spent half the day on the phone to try and change the date and lost $199. Way too hard to deal with.
Please provide me an update of the cancelled booking 112853025682
I rang twice on the day I cancelled due to cleanliness issues with the hotel. The operators said they would be making a claim to the hotel…I have not heard anything back at this stage.
Please email me so I can send the photos. This accommodation is disgusting – not clean. I checked out 4 rooms and none of them were clean.
Please provide me an email address so i can send through the photos.