Fastbook Holidays TERMS AND CONDITIONS
The TripBuilder website is owned and operated by Specialist Travel Pty Ltd trading as Fastbook Holidays.
References in these Terms and Conditions to Fastbook Holidays, us, or we, are references to Specialist Travel Pty Ltd trading as Fastbook Holidays (a wholly owned subsidiary of House of Travel).
Your use of the services, information, text, graphics, and materials provided via the website (material on this website) is governed by these Terms of Use and our Privacy Policy. By using this website, you agree to be bound by these Terms.
In addition to the Terms of Use contained in this document, other Terms or Conditions may apply to your use of the website, parts of the website, or to products and services offered or acquired via the website. You will be bound by these additional Terms or Conditions, as applicable.
In all booking arrangements, the person making the booking shall be deemed to have accepted the booking conditions on behalf of the person(s) named in the booking. The contract will be governed by/and subject to the Terms & Conditions. No variation to these Terms and Conditions shall be of any effect unless made in writing by and with the authority of Fastbook Holidays.
Passengers acknowledge by their acceptance that Fastbook Holidays, in making arrangements for activities or any service in connection with the itineraries of individual passengers, shall not be liable in whole or in part for injury, damage, loss, accident, delay or irregularity, liability or expense to person or property due to any act or omission whatsoever by any hotel, carrier or other company or person providing services included in the products. Further, Fastbook Holidays accept no responsibility for any sickness, pilferage, labour disputes, machinery breakdown, government restrains, acts of war and terrorism, weather conditions, defect in any vehicle of transportation or for any misadventure or casualty or any other causes whatsoever. Fastbook Holidays reserves the right to cancel, change or substitute any service and to decline to accept or retain any passengers at any time for any reason including, without limitation, insufficient number of participants. All travel documents/vouchers are issued subject to the terms and conditions specified by Fastbook Holidays, its Personal Travel Managers, and suppliers.
1. LINKS TO OR FROM OTHER WEBSITES
TripBuilder may contain links to third party websites. Fastbook Holidays does not sponsor or endorse the operators or content of linked websites. Subject to any applicable law which cannot be excluded, Fastbook Holidays makes no warranties or representations regarding the quality, accuracy, merchantability, or fitness for purpose of any linked websites, material, or products or services.
2. BOOKING POLICY AND PROCEDURES
All bookings are made online via TripBuilder, accessible only with your personal log-in. This site facilitates booking accommodation internationally with immediate confirmations via allotments with contracted hotels or other suppliers.
If you have any questions regarding the site or experience problems with connectivity Fastbook Holidays Support team are available Monday to Friday 9am – 8pm AEST.
Phone: 02 9080 1625 / 1300 559 178
Email: [email protected]
Full payment due as per the date displayed at time of booking and as displayed on the invoice. Late payment will result in cancellation of booking without notice.
Please note, total price on booking summary will change when Specials and Instant Purchase items originally selected are not paid in full within their specified deadlines. Original rate will also be subject to currency exchange.
Any special requests required must be sent to the hotel directly. Fastbook Holidays and TripBuilder are unable to make these requests on your behalf.
Full client names are required for each room booked. TripBuilder cannot accept bookings with names that are yet to be advised. Bookings made with false names are unacceptable and will result in full charges.
If a duplicate booking has been made on your behalf due to multiple requests being received, it is your responsibility to cancel any unnecessary bookings. If any booking is left confirmed, you will be held responsible for any charges incurred.
In the unlikely instance that a hotel cannot accept a confirmed booking, Fastbook Holidays will seek to provide alternative accommodation. Fastbook Holidays will try the requested hotel as first priority. Fastbook Holidays cannot guarantee that the alternative will be of the same standard or in the same location. It is your responsibility to cancel or amend such alternatives if not approved by the client.
The majority of hotels across North America require the guest checking in to be over the age of 21. Guests under 21 must be accompanied by an adult.
The booking does not include the optional details (for example, mini bar use, telephone calls, room service, pay-to- view movies and similar services in the hotel). All extra expenses at the hotel or for similar services are accepted as personal expenses and must be paid directly to the hotel or supplier. Fastbook Holidays shall not be held responsible for these expenses.
We strongly recommend that a comprehensive travel insurance policy be purchased at the time of booking.
It is the responsibility of all passengers, regardless of the passport they hold, to check with the appropriate consulates to determine if any visas are required. As visa and health requirements are subject to change without notice, it is recommended that verification prior to travel be made of existing foreign visa and health requirements.
3. RATES
Some hotels provide different rates depending on the total number of guests staying. Rates are subject to availability, and unless a quoted rate is confirmed at the time of sighting, Fastbook Holidays cannot guarantee the rate will be available at a later time.
Resort fees and city taxes may not be included in the confirmed rate. Where advised of these, Fastbook Holidays will do all possible to pass this information on to you. Unless stated otherwise in writing, resort fees and excluded city taxes are payable direct to the hotel in local currency.
Where ages are required on a booking, it is your responsibility on making the booking that all ages are correct. Fastbook Holidays accepts no liability where incorrect details are provided.
Some hotels have floating rack rates that change daily. Fastbook Holidays does not accept refund requests on the basis that selling price was close to or above rack rate that day.
All bookings are converted into Australian Dollars using current exchange rates. In the event of the AUD changing value against local currencies, only unpaid bookings will be affected. You will be advised by Fastbook Holidays if your booking will be affected.
4. CHILD SUPPLEMENTS
Child supplements can only be added to a twin or double rate, with two adults and one child. Supplements apply to children between the ages of 2-12 years (unless a different age is specified). A supplement is applicable on the condition that age is specified at time of booking. Three adults in a triple room will be billed if this information is omitted.
If there is no rate reduction for children Fastbook Holidays recommends booking a triple room which applies at the full rate for three adults. If a child needs his/her own bed, you must request a triple room, and no child supplement applies.
Cots or cribs are suitable only for babies under 2 years and must be arranged and paid for directly with hotel, unless otherwise specified.
5. CONFIRMATION
It is your responsibility to provide guests with the Fastbook Holidays itinerary. Hotels are advised that guests arrive in possession of a confirmation itinerary and that remuneration by Fastbook Holidays is pending on presentation of said confirmation Service. Itinerary must include a booking reference number and indicate that room rate (with or without breakfast) is payable by Fastbook Holidays (or another ground operator if specified). Some hotels will not allow guest to check-in if the service itinerary is not presented on arrival. Extras incurred by guests must be paid directly to the hotel before departure. Fastbook Holidays do not pay hotels for guests’ personal charges.
Guests may be charged direct at rack rate if they fail to present a valid itinerary. If the reservation is for more than one room, and the rooms are under different names, all names must be printed on the itinerary. Names such as “TBA” or “X & Party” are unacceptable. If guests are due to arrive at different times, they are each required to present their own itinerary. Guests may also be charged direct if their booking reference number is omitted.
6. CANCELLATIONS AND AMENDMENTS
Entire booking cancellations should be actioned through TripBuilder by the Personal Travel Manager.
Should a component need to be cancelled, Personal Travel Managers will need to contact the Support team to action on their behalf.
All amendments will need to be actioned by the Support team. When processing an amendment, the hotel, transfer, sightseeing operating company will be provided with a new confirmation number linking back to the original booking number the itinerary is confirmed on. Amendments work as a cancel and rebook.
Where additional nights are required, an amendment must be made to the confirmed booking. Booking extra nights separately will result in full responsibility for any issues falling on you.
The Personal Travel Manager or TravelManagers cancellation policy should be sent with the documentation to the customer at the time of quote and booking.
If a cancellation is received after a booking is paid in full and documentation has been issued, you may incur a cancellation fee from the supplier. Details of these charges will be advised at the time of booking, in the booking in each item and on the booking summary. Fastbook Holidays does not charge any Cancellation or Amendment fees.
Some hotels require a longer period of cancellation; to avoid these charges such periods are shown in the Booking Summary or relayed to you via email. In all instances, the earliest cancellation deadline has priority.
When a booking is Instant Purchase, this should be considered completely non-refundable and non-amendable. When a booking is considered non-refundable, the booking is already within the hotel’s cancellation deadline and cannot be cancelled or amended without full charges applying.
If a booking isn’t cancelled before the cancellation deadline, you are responsible for the cancellation charges as stipulated in the booking summary. Fastbook Holidays will charge you in full for making the booking against loss, costs, damages, charges, and expenses incurred as a result of any cancellation for any reason.
7. EXPEDIA
Fastbook Holidays do have rates with Expedia and some of these rates are Standard or Package Rates. These products will show as a normal hotel in TripBuilder with the code EAN.
It is the responsibility of the Personal Travel Manager to check the rate they are booking, quote and cancellation fees. often cheaper bookings come with more restrictions, so it’s important you understand how these restrictions could affect your clients booking. All hotels on Expedia are instant purchase. Cancellations and Amendment fees may be charged from Expedia directly.
Package rates will be available in TripBuilder; however, all Personal Travel Managers will be presented with a warning message to advise the accommodation rate must be booked with airfares. It is the responsibility of the Travel Manager to ensure the rates are packaged.
8. RELOCATIONS
Fastbook Holidays will advise you of any relocation notice as soon as possible.
You must be aware that in case of a booking with multiple rooms and a relocation notice has not been received for all rooms, standard cancellation fees apply, in the event you decide to relocate additional rooms to the same hotel.
Fastbook Holidays will only be able to not charge a cancellation fee if:
- It is outside full hotel cancellation fees (does not apply for instant purchase, non-refundable items)
- At least 3 weeks’ notice is given
Fastbook Holidays will do its best to find a suitable alternative based on the star rating and location of the original property.
Alternatives provided are not held or confirmed. Availability is subject to change. Once we receive your acceptance, the request for this property and rooming will be sent to our contracts team for final confirmation. Once this offer is accepted, this item is non-changeable, non-refundable. No further compensation will be given to these clients for this case.
If you are able to contact them, we will adjust the booking and have a new itinerary forwarded to you to pass to them before they travel.
You must be conscious that hotels undergo renovations from time to time. Hotels take all possible steps to limit disruption to guests. Where Fastbook Holidays is advised of renovations, this information will be passed on. If renovations are not advised, Fastbook Holidays accepts no liability for clients’ dissatisfaction.
Where advised of a hotel name change, Fastbook Holidays will do all possible to pass this information. If not advised, Fastbook Holidays accepts no liability where property, address and standard remain the same.
9. COMPLAINTS
Complaints must be reported immediately to the hotel or to the local ground operator. Local ground operator contact details are on Fastbook Holidays itineraries. Fastbook Holidays is not liable for compensation for a problem that could have been rectified if the hotel had been informed of the matter. Fastbook Holidays will not accept any complaint received more than four weeks after the guest checks out of the hotel.
Please email complaints to [email protected] and attach relevant documentation that supports the claim at the time of making the complaint, failing which no further documentation shall be provided by yourself to Fastbook Holidays in support of the claim.
10. TRANSFERS
Passengers are allowed 1 standard piece of luggage (23kg) and 1 hand luggage each. You must advise the supplier directly if passengers have more than one piece of luggage each, as it may be necessary to arrange a larger vehicle. If the supplier is not advised as such, it is not responsible for the additional charges of a larger vehicle. Any transfer or guide supplement that may apply will be advised at time of reservation.
If the product booked is a House of Travel Direct contract/rate, contact Fastbook Holidays so the suppliers can be advised. Examples of directly contracted suppliers are:
Rosies Holidays Fiji Destination Asia Carmel Shuttles USA
Additional charges applied by our suppliers, as a result of a delay which causes the transfer to be delayed, will be passed on and must be settled in full.
For services starting at an airport, station, or port the passengers must ensure they are waiting at the specified meeting point, as provided on their voucher, at least 5 minutes prior to the confirmed pick-up time. For services starting at accommodation the pick-up time for the transfer must be booked for at least 4 hours prior to flight departure time. Passengers must ensure they are waiting at the specified meeting point, as provided on their voucher, at least 15 minutes prior to the confirmed pick-up time.
Shuttle transfers operate between certain hours only. A majority of cities provide shuttle services between 7am – 8pm and will not operate outside of these hours. Fastbook Holidays is not liable for shuttle transfer booked outside of operating hours. Where Fastbook Holidays is advised of incorrect bookings by transfer operators, the Personal Travel Manager will be contacted to arrange a suitable transfer at an additional cost.
If travelling with infants, we recommend that the passenger brings their own correct infant seat for use in the vehicle. Passengers can request an infant seat, but availability is not guaranteed. Additional charges may apply. In the event that the passenger does not bring their own infant seat, the service may become invalid, with no refund applicable to the passenger.
Tips are not included and are at the passenger’s discretion.
11. ACTIVITIES
Any applicable foreign departure fees and taxes, security fees and charges, port charges, park fees, US customs, immigration, agricultural passenger facility charges and international transportation tax are not included.
Tips/gratuities to tour directors, drivers and local guides are not included. Passports, visa, baggage, and personal insurance are not included. Beverages and food not listed under inclusions in the travel product and all other items of a personal nature are not included.
12. GENERAL INFORMATION
You as the Personal Travel Manager agree to read all documentation accompanying their booking with Fastbook Holidays and passes on points specified to be the responsibility of the customer.
Bookings may be made only for bona fide reservations. Fastbook Holidays reserves the right to cancel bookings if they appear to have been made just to hold space.
All information (written pictorial or otherwise) displayed on any site run by Specialist Travel Pty Ltd trading as Fastbook Holidays or any company it owns (including Fastbook Holidays), or any associated company remains the property of Specialist Travel Pty Ltd trading as Fastbook Holidays. Every page of TripBuilder website is copyrighted. No information of any sort can be copied from the website to any other website or those of any third parties for any purposes whatsoever.
TripBuilder is only available to registered Personal Travel Managers. No software, or means of access to any Fastbook Holidays systems, may be passed to any third party, without the express written permission of Fastbook Holidays.
TripBuilder may not be accessed for any reasons whatsoever should you cease to be a part of TravelManagers.
All hotel information and reports are as accurate as possible. Fastbook Holidays is not liable to any Personal Travel Manager or third parties should any such information or reports prove to be incorrect or incomplete in any way. Fastbook Holidays recommends that you and the customer visit the hotel’s official website for the latest information about the hotel before booking, paying for, and visiting the hotel.
Fastbook Holidays is not liable for any loss (direct, indirect or consequential) or third-party claims (including cancellation fees) incurred as a result of incorrect or incomplete details in a booking.
Fastbook Holidays’ operating procedures form an integral part of its Business Terms and Conditions. You agree to read documentation accompanying Fastbook Holidays systems and ensures points noted as the specific responsibility of the customer are well noted.
Please ensure that the following is adhered to:
- Fastbook Holidays does not accept direct communication from Personal Travel Managers customers. In this event, Fastbook Holidays will immediately refer the customer back to their Personal Travel
- The Personal Travel Manager is fully responsible for payment of all bookings made through the TripBuilder Booking system
- Most hotels require a major credit card to be provided upon check-in. If this is not possible then they will require a cash deposit.
13. CONTRACT
A reservation request is considered an offer of a formal and legally binding contract, deemed accepted by Fastbook Holidays upon receipt of booking confirmation. Contracts with are subject to the Terms and Conditions set out here on in.
All contracts between us will be governed by Australian law. On receipt of your reservation request, Fastbook Holidays shall imply consent to the exclusive jurisdiction of the NSW Courts in all matters regarding each contract except to the extent that Fastbook Holidays invokes the jurisdiction of the courts of any other country.
14. PRICE MATCHING
In cases where we are asked to match Non-Refundable rates or inclusions, we will do our best endeavors to match where possible. Any price match provided by the Personal Travel Manager must make sure they are compared apples for apples. This includes inclusions, rates (flexible or non-refundable) and conditions.
In some instances, it may be necessary to confirm a preferred through an alternative source, i.e. Expedia or GTA where there is availability and possibly different terms and conditions – this is acceptable as you are still selling our preferred, however we may not be comparing apples with apples so may not be able to match.
15. HOTEL RATES
Fastbook Holidays has relationships with a number of hotel operators. These products are displayed in TripBuilder as HN and booked through Amadeus Hotels.
Other connectors are displayed within TripBuilder and may contain rates from Expedia, HotelBeds, Webbeds. Should you have a s pecial request through any of the connectors, you must contact the hotel directly. All the content displayed on a connector is provided by the supplier and Fastbook Holidays does not have any control over the content displayed.
16.CONFIDENTIALITY
Under no circumstances may you disclose Fastbook Holidays net rates or any information relating to them or these Terms and Conditions to anyone who is not a Personal Travel Manager/employee. Fastbook Holidays reserves the right to cancel all reservations and terminate with immediate effect all contracts without notice, should you be in breach of this Condition.
Fastbook Holidays does not permit unauthorised use of the Fastbook Holidays name or logo or any Fastbook Holidays symbols anywhere for any reason.
17. LIABILITY
Fastbook Holidays acts only as an intermediary in making arrangements for hotels, transportation or any other services. As such Fastbook Holidays is not liable for personal injury, illness, property damage, or other loss of expense of any nature whatsoever arising directly or indirectly out of any actions of hotels, transportation company or other company or person providing or rendering services reserved through TripBuilder.
Any additions to the booking, you have acknowledged Fastbook Holidays Terms and Conditions as they did in the first instance upon creation. Once the initial booking has been created and the Conditions have been accepted, Fastbook will not take any liability for any additions to the booking as this is the responsibility of you that all details are correct and supplier conditions have been checked.
18. PAYMENT
TripBuilder will display at the payment page to pay by Agency Invoice.
The customer is to be charged through Tramada and the Personal Travel Manager can send through a Mint transaction to Fastbook Holidays for the nett amount. If airfares are booked, they should be charged through BSP as normal.
Insurance is also paid externally by TravelManagers Australia.
All land content booked within TripBuilder, will be payable to Fastbook Holidays. Fastbook Holidays Mint payment details are:
Fastbook Holidays / Specialist Travel Pty Ltd / M971390
This is linked to the Specialist Travel Pty Ltd client account bank details below… Account Name: Specialist Travel Pty Ltd
BSB: 012-055
Account No.: 836718151
ABN 51 124 827 096
19. COMMISSION
TripBuilder is displayed in Net costs and Gross to the Personal Travel Manager only.
If the Personal Travel Manager as selected Agency Invoice on TripBuilder as the payment. following a booking, TripBuilder will email through a confirmation to you within a few minutes. Fastbook Holidays will then issue you with an Invoice reflecting the total nett cost. Fastbook Holidays reserves the right to review and change the commission percentage on an annual basis.
20. EARLY TERMINATION
Notwithstanding any other provision of this Agreement, Fastbook Holidays may at any time give less than 30 days’ notice in writing of termination of the Personal Travel Manager Account, and the Agreement will terminate at the end of that period.