Oaks Hotels & Resorts Frequently Asked Questions

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Find answers to the most commonly asked questions about Oaks Hotels & Resorts. If you do not find the answers you're looking for, please contact us for further assistance.
   
 Reservation Requirements/Questions

1. Does Oaks charge an online booking fee?

Yes, credit card transactions incur a service fee of 1.5%.

2. Do I need a credit card to make a reservation?

Yes, Oaks Hotels & Resorts requires a credit card for all online hotel reservations. Major credit cards accepted (Visa, MasterCard, Diners and American Express). Your credit card will be charged the full amount of accommodation at time of booking.
   
3. What is Oaks Hotels & Resorts online cancellation and amendments policy?

  • Flexible bookings can be cancelled or amended up until 48 hours prior to arrival (2pm check-in time).
  • If cancelled within 48 hours of arrival (2pm check-in time), the full amount of accommodation will be forfeited by the guest.
  • Any cancellations or amendments that require a refund outside the 48 hour cancellation policy will incur a $30 administration charge.
  • No changes or cancellations are permitted to “Promo” room types, "No Refund" room types and "Stay Save" room types
 
4. What is iStay?

  • You can find out more about our iStay properties here.
  • If you have chosen to stay at an “iStay” property, you will receive the best available unserviced rate.
  • You will have the choice of cleaning service options, at an additional cost upon check in at your iStay Hotel.
  • If your stay is longer than 7 nights you will receive a complimentary full cleaning service on the 7th day.  
  • If you are staying more than 12 days you will receive this service every 7 days.
 
5. Can I return to the website and obtain another copy of the confirmation for my reservation?

Yes. Visit our home page and click on “Check my booking” on the reservations tab.  You will be required to enter your booking reference and email address or email address, surname and arrival date. Once your reservation has been retrieved you can re-print your reservation or email it to your email address via your browser toolbar. If you are a MyOaks Member, you can login and retrieve your booking from your MyOaks Account.
 
6. What is MyOaks?

As a MyOaks member, you have 24/7 access to discounted web rates for all rooms at all Oaks Hotels and Resorts throughout Australia and New Zealand

MyOaks Members offers:

  • Competitions
  • Members-only offers
  • Happy Hour
  • Personalised log in with 24/7 access
  • Discounted rates for all Oaks Hotels & Resorts properties throughout Australia and New Zealand
 
7. How do I make reservations for a large group (family reunion, club, etc.)?

If you require accommodation for group travel please contact reservations as they will be able to provide you with our best group rates and appropriate terms and conditions. To request a reservation for your group or for more information, please contact our group reservation agents or visit our Groups Page to submit an online request.
 
8. How do I modify or cancel my reservation?

  • If you made your hotel reservation on oakshotelsresorts.com (and it is within the cancellation/modification time frame) you will need to contact the individual property via contact us page.  Cancellation and Amendment Conditions for Oaks Website Bookings:
  • Bookings can be cancelled or amended up until 48 hours prior to arrival (2pm check-in time).
  • If cancelled within 48 hours of arrival (2pm check-in time), the full amount will be forfeited by the guest.
  • Any cancellations or amendments that require a refund outside the 48 hour cancellation policy will incur a $30 administration charge.
  • No changes or cancellations are permitted to “Promo” room types, "No Refund" room types and "Stay Save" room types
 
9. What information/identification is required at check-in?

  • Valid photo identification
  • Major credit card in your own name
  • Final payment of accommodation (if not booked in full at time of booking)
  • $150 security bond on your credit card (no cash bonds accepted)
  • You will be required to sign the registration card and the No party policy form
 
10. What are the age restrictions at Oaks Hotels & Resorts?

While we open Oaks Hotels & Resorts to all travellers, there are a few regulations concerning age which are strictly enforced.

Minimum age requirements at Oaks are:
  • To reserve a room ~ 18 years or older**
  • To check in ~ 18 years or older
  • To drink alcohol ~ 18 years or older
**One person staying in each room must be at least 18-years-old or above to confirm a room. This guest must hold a major credit card in their own name to be used at check-in and must sign the registration form. Valid photo identification is required upon check -in.
 
11. How do I purchase an Oaks gift voucher?

Gift vouchers can be purchase and redeemed via the Oaks website. Click on the voucher link and enter the details specified on the gift voucher purchase form. An email with a PDF will be sent directly to the email you have entered on the form.
 
Hotel Information
 
12. Where can I find contact information for a specific Oaks hotel?

Contact information for the hotel (such as address, phone and fax numbers) is listed on the left hand side panel each individual hotel overview page. Please visit the Oaks Hotels & Resorts home page to begin your search or visit the contact us page.
 
13. How can I make a special request regarding my stay?

Special requests can be made when making your hotel booking online. Requests for bedding configuration, rollaway beds and cots, as well as any requests noted in comments section during the reservation process online can be made. Special requests are not guaranteed and will be honoured depending on availability at check-in, but we will do our very best to accommodate the request. If you have specific needs or questions regarding your request, please call the hotel directly. Please note special requests may incur additional charges.
 
14. I require additional bedding.  What fees apply?

If additional bedding is required please contact the property directly before your arrival. Additional bedding is subject to availability at each hotel.

  • Cost for an additional person is $44 per person / per night
  • Cost for an additional cot is $20 per person/ per night
 
15. Is car parking available? Do fees apply?

Please contact the hotel directly regarding car parking availability and costs as all properties provide different car parking arrangements for their guests.  Fees may apply.
 
16. Are pets allowed?

Pets are not allowed. However, please call the respective hotels front desk to check the policy on guide dogs.
 
17. Do you allow smoking on property? In the rooms?

All of our Oaks Hotels & Resorts properties are non-smoking.
 
18. What time is check- in & check- out?

All Oaks Hotels & Resorts property have a check-in time of 2:00pm and check-out time is 10.00am.
 
19. If arriving earlier than check in time, is there any place we could store our luggage?

Yes, your luggage can be stored at reception however, due to space limitations storage is subject to availability.
 
20. Can I arrange a late check-out?

Should you require a later check-out please contact reception on the day prior to your departure to discuss, late check-out may incur a fee. Alternatively, we are able to store your luggage while you continue to utilise the hotel’s leisure facilities please ask reception about storing your luggage.  However, due to space limitations storage is subject to availability.
 
21. What amenities do your hotels have?

Please view the properties individually to check the amenities that are offered as each hotel may vary. If you would like to know more about specific amenities, please search for a hotel on oakshotelsresorts.com or contact the hotel directly.
 
22. What if I left an item at a hotel?

For lost items, please contact the hotel directly via the contact us page. If you can do so as soon as you realise your item is missing it is more likely that your item can be found. The hotel will then advise you on how to get the item returned to you.
 
23. How do I provide feedback about a hotel or resort?

Please visit Oaks Feedback page to offer a property feedback regarding the hotel itself or staff.
 
24. Is your online reservation process secure to protect my personal and credit card information?

The hotel room reservation process through oakshotelsresorts.com is safe and secure. Once you enter your personal and credit card information, your online reservation is processed through a secure computer server. The personal information you enter is encrypted to keep it protected while in transit. For more information, refer to our online security certificate.
 
25. Is my personal information safe and secure on your website?

Oaks Hotels & Resorts is committed to protecting your personal information and maintaining your privacy. Please view our Privacy Policy to learn more details.
 
General Information Requests
 
26. I have a marketing opportunity I'd like to present to Oaks Hotels & Resorts, who should I contact?

Please contact our Sales and Marketing department
 
27. I have questions regarding Oaks Hotels & Resorts advertising, who should I contact?

Please contact our Marketing department if you have questions regarding Oaks Hotels & Resorts advertising initiatives.
 
28. I'm experiencing technical problems with oakshotelsresorts.com, who should I contact?

If you are experiencing issues with oakshotelsresorts.com, please contact our central reservation office via the contact us page.
 
 
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