AUD

Frequently Asked Questions

Check-in/Check-out Policy

What will I need when I check-in?

When you check-in, you may be asked to provide photographic identification. If you are unable to provide such identification, your reservation may be cancelled and you may be liable to pay us an amount equal to the full reservation amount plus any other costs incurred by us in connection with your reservation. Guarantee with a valid credit card is required at time of making a reservation via a TFE Hotels website as well as on check-in to the hotel.

Can I arrange an early check-in?

You are welcome to check-in from 2pm, however, should you arrive earlier luggage storage is available and the use of the hotel leisure facilities is welcome. A request for early check-in can be made direct with the hotel however it is not guaranteed. If you would like to guarantee an early check-in the room must be booked for the previous night.

Can I arrange a late check-out?

Adina Apartment Hotels: Check-out is at 10am Medina Serviced Apartments: Check-out is at 10am Vibe Hotels: Check-out is at 11am Travelodge Hotels: Check-out is at 10am Should you require a later check-out please contact reception on the day prior to your departure to discuss. Alternatively we are able to store your luggage while you continue to utilise the hotel’s leisure facilities.

What are the age restrictions at TFE Hotels?

Persons under the age of 18 must be accompanied by a responsible adult. Children under the age of 12 years using existing bedding can stay at no additional charge in the room with guardians / parents.
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Making a Booking

How do I make a reservation for large groups?

For group enquiries of 10 or more rooms, email your request, including dates, rooms required and hotel/location to [email protected] You may also email the hotel directly with your request.

How do I book a corporate rate?

At TFE Hotels, we value your business, whether you work for a small enterprise or a large corporation. To take advantage of exclusive rates, 7 days per week, please email: [email protected] and a friendly team member will contact you to see how TFE Hotels can help your business.

Do I need a credit card to make a booking?

Yes, a valid credit card is required to guarantee your booking. No deposit will be transacted on this card, however we reserve the right to apply a deposit. Please note that if you are settling your account with any credit card a 1.5% credit card transaction fee will apply. You may choose to change the method of payment on check-out to Cash or EFTPOS as these methods of payment do not attract this fee. Bookings prepaid online via the Advanced Purchase packages do not incur the credit card surcharge but are charged in full at time of booking.

How do I make special requests regarding my stay?

You can either call the hotel direct or enter it into the comments field on the final step of your online booking.

Can I speak to a real person?

Yes you can! You can contact our friendly reservations team on 13 8642 - Toll Free in Australia - or call the hotel direct.

What is your cancellation and amendment policy?

For any booking that requires payment on check-in to the hotel, booking must be cancelled by 2:00 pm, 24 hours before arrival to avoid cancellation fee. Cancellations after this time or no-show are subject to a cancellation fee which will be charged to the credit card used to guarantee payment of your account. The cancellation fee is equal to the accommodation fee payable for 1 night of stay. A no-show is when you do not check-in on the night your booking is reserved for.
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Payment Options

What form of payments do TFE Hotels accept?

All TFE Hotels accept Visa, MasterCard, JCB, American Express, EFTPOS, Diners and Cash. The following hotels also accept China Union Pay cards: Vibe Hotel Rushcutters, Vibe Hotel Sydney, Vibe Hotel Carlton, Vibe Savoy Hotel Melbourne, Vibe Hotel Gold Coast, Travelodge Hotel Southbank, Travelodge Hotel Wynyard, Travelodge Hotel Docklands. Please note that if you are settling your account with any credit card a 1.5% credit card transaction fee may apply. You may choose to change the method of payment on check-out to cash or EFTPOS as these methods of payment do not attract this fee. Bookings prepaid online via the Advanced Purchase packages do not incur the credit card surcharge but are charged in full at time of booking.

What does best online rate guarantee mean?

It means that by booking online @ tfehotels.com you will always get the best available rate online.

Does TFE Hotels charge an online booking fee?

No, when you book direct with us there are no hidden charges.

Do I need to pay a deposit when booking online?

No deposit is required when booking a flexible rate online (ie. any booking that does not require payment at time of booking). Rates that contain restrictions must be paid at the time of making the reservation on a TFE Hotels website. Please refer to individual rate terms prior to confirming your reservation.

Can I redeem a TFE Hotels Gift Certificate online?

No, all Gift Certificate reservations must be made either through the Reservations Team (on 13 8642 or +61 2 9356 5062) or via the hotel direct. Gift certificate recipients must quote the gift certificate number and must also quote credit card details when making a reservation. A valid credit card is required to secure all bookings as a reservation cannot be completed without one.
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Location

Where are your hotels located?

TFE Hotels is a leading accommodation provider, offering more than 65 hotels across Australia, New Zealand and Europe. Our brands include: Adina Apartment Hotels in 27 locations (Australia and Europe). Other locations coming soon include Adina Apartment Hotel Royal Randwick Racecourse (2015); Medina Serviced Apartments in four locations (Australia); Vibe Hotels in seven locations (Australia). Soon to be eight with the addition of Vibe Hotel & Conference Centre Marysville (2014); Travelodge Hotels in 19 locations (Australia and New Zealand). Soon to be 21 with the opening of Travelodge Mariners Tuggerah (2014) and Travelodge Mascot (2015); Rendezvous Hotels in 11 locations (Australia & New Zealand).
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General

Can I smoke in my room?

No, all TFE Hotels are 100% non-smoking.

I am experiencing technical problems with your website, what should I do?

You can contact our friendly reservations team on 13 8642 - Toll Free in Australia - or call the hotel direct.

How do I apply for a job at TFE Hotels?

Please visit our Careers page.

How do I provide feedback to TFE Hotels?

At TFE Hotels we welcome your feedback. Please contact the TFE Hotels Marketing team on +61 2 9356 1000 or [email protected]
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