Still waiting on a

QT Hotels

refund?

Your refund hinges almost entirely on the rate you booked and the timing of your cancellation. The QT Hotels refund policy treats flexible and prepaid rates very differently.

You're generally eligible for a full refund (no cancellation fee) when:

• You booked a flexible rate and cancel before 2:00pm one day prior to arrival — QT's standard terms charge no cancellation fee before this cut-off (this is QT's free cancellation window).
• QT fails to deliver the service you paid for, or there's a major failure under the Australian Consumer Law. QT states its policy "does not exclude, restrict or modify your rights under the ACL."
• The hotel can't honour your confirmed booking (for example, overbooking or closure).

You're generally NOT eligible (or will be charged) when:

• You booked an Advance Purchase, Prepaid, or Non-Refundable rate. These are charged in full at booking and are typically non-refundable whenever you cancel.
• You cancel a flexible booking after 2:00pm one day prior to arrival — a QT Hotels cancellation fee equal to the first night's package price applies.
• You no-show — non-arrival fees apply and your card on file may be charged.
• Your booking falls under group, conference & event, or special-offer terms, which carry stricter deadlines and deposit rules, or your stay lands on hotel-specific block-out dates.

Key rule: Cancellation terms vary by hotel and by rate. The terms in your booking confirmation email are the binding ones — always check them first.

For QT At Home (retail store): Refunds apply to faulty, damaged, incorrect, or significantly-not-as-described items under the ACL. Change-of-mind returns are not accepted, and you must report the issue within 24 hours of pickup or delivery with proof of purchase.

QT has no single online refund form for room bookings — a QT Hotels refund request flows through the cancellation process with the specific hotel that holds your booking.

1. Find your confirmation email. Note your reservation number, rate type, and the exact cancellation terms.

2. Cancel through the channel you booked with. Booked direct? Use QT's cancel a booking page. Booked through Booking.com, Expedia, or Qantas Hotels? Cancel through that platform — not QT.

3. Contact the specific QT hotel. QT requires cancellations to be made by contacting the participating hotel directly. For example, QT Sydney: 02 8262 0000 or reservations_qtsydney@evt.com.

4. Request written confirmation of the cancellation and any refund amount, and keep it for your records.

5. If the rate was non-refundable but you have grounds (illness, hotel fault, an ACL major failure), make a written request explaining the circumstances — guests report fees being waived or reversed on request.

6. Escalate if needed to QT/EVT customer relations, or lodge a formal complaint through the EVT customer-feedback channel.

For QT At Home: Contact the QT hotel where you ordered within 24 hours, supply proof of purchase and photos of any damage. Once approved, the refund is credited automatically to your original payment method.

If your issue stays unresolved, you can also lodge a formal complaint about QT Hotels to push it further.

QT doesn't publish a single fixed processing window for room bookings, so the QT Hotels refund timeframe depends on how you booked and paid.

• Room booking refunds: Once a refundable cancellation is confirmed, funds return to your original payment method, typically within 5–10 business days. Card-issuer processing can extend this.
• QT At Home refunds: Approved refunds are processed within 30 days to the original payment method. QT notes bank delays may occur before funds appear.

What speeds a refund up:

• Cancelling a flexible rate well before the 2:00pm cut-off.
• Booking direct — fewer parties to process the reversal.
• Having your confirmation number and written cancellation confirmation ready.

What delays or blocks a refund:

• Third-party bookings, which route through the platform's own (often slower) timelines.
• Non-refundable or advance-purchase rates — no automatic refund at all.
• Disputed claims needing manager or customer-relations review.
• Bank and card processing time after QT releases the funds.

• Original payment method: The default for both room refunds and QT At Home — funds go back to the card used at booking.
• Through the booking channel: Booked via an OTA or Qantas Hotels? The refund is processed back through that platform to your card.
• Future-stay credit (case-by-case): For goodwill resolutions, or where a guest agrees, QT may offer a credit instead of cash. This is discretionary, not guaranteed.

Restrictions:

• Refunds aren't issued in cash or to a different card.
• Non-refundable rates don't convert to credit by default — any goodwill credit is at the hotel's discretion.

• "Non-refundable" rate surprise: Guests book an advance-purchase rate to save money, then can't recover anything when plans change. Only book non-refundable if your dates are locked.
• Missing the 2:00pm cut-off: Cancelling even a few hours late on a flexible rate triggers a first-night charge. Cancel the day before, well ahead of 2:00pm.
• Third-party booking confusion: Guests contact the hotel for a QT Hotels non-refundable rate refund when they booked via an OTA — the hotel can't process it. Always cancel through the channel you booked with.
• Special-offer and event-rate deadlines: Package and conference rates carry stricter, earlier deadlines that guests overlook. Read the rate-specific terms in your confirmation.
• Assuming change-of-mind equals a refund: Neither hotel stays nor QT At Home purchases are refundable for change of mind. Lean on the ACL only where there's a genuine fault.
• No written record: Verbal cancellations get disputed. Always get cancellation and refund confirmation in writing.