Rydges Customised Web Pages

Access & Security

Can I access the site 24hrs a day?
YES

What happens if the website goes down?
In the unlikely event that the website and it’s backup both fail, telephone reservations are still available via freecall numbers in Australia & New Zealand and local numbers in other locations.

How secure is the website? ie: ex employees , access to credit card numbers etc
Credit Card information in guest profiles is never displayed to a web user. You may choose one of your existing cards to guarantee a reservation but you cannot view the full number online. The card number is passed through to the reservation system via SSL secure pages

What security is there to stop an unauthorized person amending my booking?
Your confirmation number is required to amend your reservation online.

Making, Changing & Cancelling A Booking

Will I get a confirmation number at the time of booking?
Yes. The final page displayed in the booking process is a confirmation of all details, including a confirmation number. The confirmation is also emailed to you instantly. This confirmation number can be used as a reference to lookup, change, cancel, and re-send your confirmation online.

What if our company does not have a master credit card with which to guarantee the booking?
Unfortunately our system requires a credit card to secure a reservation. This is consistent with all other booking channels and other travel services such as air fares.

How do I pay for a booking made this way?
Reservations can be settled using any credit card or by company charge. For company charge, you can provide a “blanket authorization” for you to accept charges for all online reservations, or can provide a charge back authority for each reservation.

Is the charge for my accommodation processed at the time of booking or at check-out?
Accommodation charges are settled on departure from the hotel for all negotiated rates.

What do I do if I make a mistake?
If you check the confirmation page, or confirmation email and realise any of the details are incorrect, you can amend them using the Change/Cancel feature.

Can we change the bookings? How do I cancel a booking?
There is a Change/Cancel button below the contact details on the CWP. A booker will need the First Name, Surname, and then either the confirmation number or credit card number for the booking they wish to modify.

Will we be charged cancellation and/or amendment fees?
Cancellation fees will only be charged in line with your contract.

If I have booked via the Internet do I have to cancel via the Internet or can I just phone the hotel?
You can cancel your reservation online, via Rydges Central Reservations or direct to the hotel. You will find that canceling online is the fastest way to cancel your reservation!

Rate & Room Availability

If our contracted rate is not available, what rate will be offered?
If your contracted rate is not available in any contracted room type, then no rate will be offered. This will prevent booking rates that are outside your travel policy. Please refer to your company’s travel policy for alternatives or contact your travel manager/booker.

Can I call you if the room type is not available?
Absolutely. You can call our Central Reservations team, hotel reservations team or your account manager at any time for assistance. However, the availability of rooms is exact real-time availability so it is likely the online rates displayed are the best available for you.

What happens when the rates expire?
Your Rydges Account Manager will contact you before the expiration of any negotiated rates. Rates negotiated for a new rate period will be available online with 72 hours of a signed contract being returned.

Is it the cheapest rate?
Your negotiated rate may not always be the cheapest rate, however provides the best value with flexibility, availability and very few terms & conditions.

Will the traveller earn frequent flyer points if I book via this method?
Frequent Flyer points are payable on Rack rate, retail rate, and where specifically negotiated. If a negotiated rate with points included is booked online then frequent flyer points will be paid as normal.

What terms and conditions are applied to these bookings?
Other than standard cancellation/non-arrival conditions which apply to all reservations, no additional conditions are imposed for online reservations.

How can I access rates at other Rydges Hotels?
Negotiated rates will be set up for all Rydges hotels for which you anticipate requiring accommodation. Should you wish to book for a hotel or resort which is not contracted, click on the Rydges logo and check the best available rate on our retail reservations page.

Managing Preferences & Profile Details

How will our travellers get their favourite room, pillow, smoking/non smoking room etc that we always ask Sally in reservations for?
The Custom Web Page allows you to choose a Smoking Preference, and has a free-text field in which you can enter any comments or requests for each individual booking.

Do I have my own personal profile?
For regular guests, we can issue your Rydges Profile Number. You can enter a Rydges Profile Number into the booking page, which will link all customer profile details. This profile can also be updated online using the “Manage Your Profile” link. Using your Rydges Profile means you don’t have to enter your address/phone/email details each time you make a reservation.

For The Travel Manager

Is there a cost to my company for using the system?
No! Rydges provides this convenient online booking tool at no charge.

Can I book airline and car hire on this site?
At this stage, only accommodation at Rydges hotels is available via our Custom Web Pages.

How quick is it to use?
Booking online is fast and easy. Especially when a regular guest books using their Rydges Profile Number, the booking process is as fast as sending an email and faster than making a phone call. And you don’t have to wait for a reply! Confirmation is instant.

Can you make block bookings?
At this stage, reservations for large groups still need to be made direct with the hotel. We feel that for a group it is important we discuss with you all the extra requirements that come with group bookings to ensure not just your accommodation but all other needs are met.

Will we lose the personal touch?
Rydges personalized service will not change, as we welcome our guests back to our hotels and resorts each time they stay. In fact, online bookings ensure that your profile is kept up to date at all locations, and all those small things are remembered each time.