The Accommodation Association of Australia is an industry representative body and as such we are not in a position to address consumer complaints directly. The Accommodation Association is not a regulatory body and has no role in admonishing property operators or individuals for issues of standards, fair trading or incidents which occur on the premises during your stay. As a membership body, the association only has formal relationships with members and as such our influence is limited to that relationship or the lack thereof.
The following information is provided below for guests which may assist in understanding some standard areas of practice and expectation with our industry as well as some specific options for resolving issues and complaints.
If you are unable to have your issue addressed and wish to register a comment or make a complaint against a property through the Accommodation Association of Australia you may do so via the following link. In doing so the Association stipulates that:
- We make no warranties of refunds, discounts or any other action by the accommodation provider;
- We agree to communicate with Accommodation Association of Australia member properties regarding your comments and advise of their rights, obligations and best practice in the related matter;
- We will communicate your comments to non-member properties and engage them to whatever degree is possible;
- Abusive, profane or otherwise offensive language within comments will render the comments invalid and will be deleted from records;
- Comments from individuals with a current or prior personal relationship with the property owner, manager or staff will render the comments invalid and will be deleted from records;
- Comments or complaints are to be unique, i.e. if you have registered a complaint with a separate authority the Association will leave the matter with that entity to act on.
- Comments and feedback are to be first hand. The Association will not act on comments received on behalf of a third party.
If you would like to register a comment / complaint provide the details here.
If you would prefer to deal with the matter directly and would like to make a complaint the first point of contact should be the hotel management and/or the management group if the accommodation is part of a chain. There are also a number of organisations which may be able to assist you in taking your complaint further, depending upon the nature of your complaint. You can find contact details for these below based on the nature of you complaint. Before proceeding you may wish to review the following which may clarify some standard industry practices.
The Accommodation Association is always dissapointed to hear of examples of colleagues who have failed to meet the expectations of travellers when it comes to service.
Service is however an area which can not be regulated and as such the best avenue in expressing such disatisfaction is always the property itself or chain HO if it is a member of a group or franchise.
When you accommodation, you enter into a contract. Contracts can be in writing or made orally and can be entered into in a variety of ways, including:
- signing a document
- verbally over the phone
- clicking an ‘I agree’ button on a web page.
Online bookings - Online Travel Agents (OTA's)
If you book using an online booking agent or website, they will have their own terms and conditions in relation to deposits, booking fees and cancelations. Sometimes these terms and conditions may conflict with or supplement the terms and conditions applied by the accommodation provider, so it is important to review all relevant terms and conditions of both the online booking provider and the accommodation provider.
You should also be aware that:
- The OTA is predominantly responsible for the resolution of any issues relating to the transaction of funds such as the booking, accuracy of advertising and prices, cancellation, refunds etc..
- The OTA cannot independantly effect a post stay refund of any description.
- OTA's will naturally and fairly apply a commission or fee for services. In some cases these are applied to both you as the consumer and the accommodation provider.
- You may be able to save on accommodation by booking directly with the accommodation provider.
- As most OTA's (and many other related sites) are located outside Australia they do not always use the nationally accepted STAR Rating program and the representation of stars as Star Ratings may not be accurate. To be sure you are booking the standard of accommodation you are seeking you may wish to refer to the official star ratings website. more information on Star Ratings is below.
- Discounts shown on some OTA sites may be a reflection of the maximum "Rack Rate" vs the available rate from the OTA. The same rate or less may be available via the property direct.
- OTA's may place numerous demands on properties dictating trading and operating restrictions including tarrif, restrictions on discounting and a requirement for photo-ID on check-in.
The Australian STAR Rating Scheme is managed by Star Ratings Australia (a division of Australian Motoring Services), on behalf of Australia’s Auto Clubs and assesses six accommodation categories, including hotels and motels, serviced apartments and self-catering properties, hosted accommodation (B&Bs) and caravan/holiday parks.
The Star Rating scheme is an accreditation scheme available to all compliant tourist accommodation in Australia. There scheme has been reviewed numerous times over many decades and completed the most recent review process recently. There is no international scheme.
STAR Rated properties are continually assessed by Official STAR Rating Assessors against more than 200 criteria from three key areas:
1. Facilities & Services
3. Quality & Condition
STAR Rating criteria are ranked according to their importance to the consumer.
STARS represent levels of quality, rather than superiority. That means if a property has just one or two stars, it can still be a great place to stay if you are looking for a property with that level of quality.
Star Rated and self rated are very different things. Self rated accommodation apply a measure generally on the same scale (out of 5) as Stars based on the perception of the owner or manager of the property in their own assessment. Generally self rated properties will show a "•" as opposed to the official five pointed star for star rated properties. Regardless you may find some properties misrepresenting themselves and may wish to refer to the official star ratings website.
Deposits and Cancelations
Accommodation providers may apply requirements on travelers for the provision of deposits to secure bookings. These are often the equivalent of 1 nights accommodation but may be up to the full value of the accommodation in seasonal locations particularly.
Similarly, requirements may be placed on the cancelation of bookings and be based on period of notice as well as number of nights. Essentially the more notice you provide the more likely it will be that you will recover the booking deposit if applied.
Many operators will require full payment of your accommodation on arrival. This will be at the discretion of the property and or manager.
Many operators will require a security deposit for your accommodation on arrival. This will be at the discretion of the property and or manager.
Some operators will require photo ID on arrival. This may be required for several reasons including the requirements of OTA's, fraud minimization and of course security. This will be at the discretion of the property and or manager and will need to comply with privacy legislation.
Terms and Conditions
Most accommodation providers will have terms and conditions in place to ensure a well run and professional service. These are designed to protect your rights as a guest and the rights of the accommodation providers as well. As with any service, you should read the terms and conditions as apply to your booking and stay.
Loss or Damage relating to personal items
It is never a pleasant experience to misplace personal valuables, have them stolen or damaged let alone when traveling.
Travelers should be aware that:
- Most states and territories in Australia place a limitation on the liability of accommodation providers. You should make yourself aware of those limitations.
- Lost items are not covered - loss does not mean lost.
If you wish to lodge a complaint, you will need to consider the nature of the complaint as direct it appropriately for:
Health and Safety Issues
If your complaint relates to the condition of your accommodation in terms of health, hygiene and safety you can contact the local council or Department of Health for the relevant state. Instances such as these would relate to severe instances relating to public health matters not simply poor cleaning standards. If your complaint relates to simple poor cleaning make a complaint to the property.
STAR Rated Properties
If your complaint relates to facilities at the property and standard of the accommodation you can contact STAR Ratings Australia if the property is STAR rated.
STAR Ratings Australia
For all STAR Rating enquiries:
Phone: +61 3 9601 3325
Fax: +61 3 9601 3300
Deposits and Cancellation Fees
If your complaint relates to the room rate, deposit, cancelation fees or another aspects of your consumer rights you can contact the fair trading or consumer affairs organisation for the relevant state.
The Australian Competition & Consumer Commission (ACCC) may also be able to assist you in lodging a complaint in this area. Contact the InfoCentre on 1300 302 502.
Illegal Activities and Damage
If your complaint relates to illegal activities taking place at the property during your stay or incidents involving violence or damage to property you can contact the local police for the relevant state.
Innkeeper's Legal Liability
In the event that your property is damaged or stolen during your stay, accommodation providers may have a limited liability for the loss of guest property in certain circumstances. The extent of this liability varies according to state laws as listed below. Liability of the accommodation provider will generaly only apply to a guest of the accommodation on the day that accommodation is provided and excludes certain items such as cars, animals etc. For full details guests should consult the detail of the relevant legislation in the relevant state.
State Legislation relating to Innkeeper’s Limited Liability:
ACT - Civil Law (Wrongs) Act 2002 ss151, 152
NT - Accommodation Providers Act 2002 ss5, 6, 7
NSW - Innkeepers Act 1968 s7
QLD - Traveller Accommodation Providers (Liability) Act 2001 s12
TAS - Civil Liability Act 2002 s49A
VIC - Carriers and Innkeepers Act 1958 ss29, 30 (expires 01/09/12) replaced by Australian Consumer Law and Fair Trading Act 2012
WA - Liquor Licensing Act 1988 s107
SA - There are no equivalent provisions in South Australia
Assistance for Visitors to Australia
While visitors are in Australia, they are covered by Australia’s Consumer Protection laws which require all businesses to treat consumers fairly. If you would like to lodge a complaint about an Australian business, the Department of Resources, Energy and Tourism can assist you in reporting your complaint and can advise you on how to submit your complaint in another language. For more information visit the Department of Resources, Energy and Tourism's website.
You can also lodge a telephone complaint while you are in Australia by ringing the Australian Consumer Affairs and Fair Trading Hotline 1300 552 263 (local call cost within Australia). The call will be automatically forwarded to the fair trading agency in the state or territory from which you are calling.