Our Travel Advisory Policy – Covid-19

Oaks SureStay Program

Oaks understands that as guests return to travel for leisure and business, hotel safety and cleanliness is at the forefront of travellers’ minds. Oaks SureStay program builds on already impeccably high standards of cleanliness to deliver a hospital grade standard of sanitation throughout guest rooms, common areas and food & beverage venues, allowing guests to relax with the peace of mind that their health and safety has been looked after. Read More

Book with confidence

Given the exceptional circumstances we currently face, we are offering extra flexibility and support for all new bookings made directly through oakshotels.com, email, Live Chat, and our Customer Contact Centre on or before the 30th November 2020.

For reservations booked on our Best Flexible Rate on or before 30th November 2020 for all hotels across Australia and New Zealand, the following applies:

  • Free change of date or destination up to 24-hours prior to check in for stays completed on or before 22nd December 2020. Whilst no booking fees will apply, date and hotel changes will be subject to availability and any difference in rate.
  • Free cancellation when cancelled 24-hours prior to check in for stays on or before 22nd December 2020. Should the reservation be cancelled within that 24-hour window, a 100% cancellation fee applies.

For reservations booked on our Pre-Paid or Non-Refundable Rates on or before 30th November 2020 for all hotels across Australia and New Zealand, the following applies:

  • Free change of date or destination up to 24-hours prior to check in for stays completed on or before 22nd December 2020. Whilst no booking fees will apply, date and hotel changes will be subject to availability and any difference in rate.

If bookings have been made via a third party, travel agent or tour operator, please contact them directly.

Groups and Meetings Cancellation

  • We remain flexible and understanding of the situation
  • Cancellation requests claimed to be due to restricted travel linked to the Novel Coronavirus will be treated on a “case by case” basis
  • Cancellation requests from all countries as well as domestic groups will be considered
  • Cancellation requests for groups and meetings arrivals from 24 January 2020 until 30th November 2020 will be considered
  • Deposits or pre-payments will be held as payment towards a future booking within 1 year of the originally booked check-in date for individuals, and within 2 years of the originally booked check-in date for groups
  • If the cancellation request is unwilling or unable to rebook, or do not agree to these terms, they will be treated on a case by case basis to find a solution and we can be flexible on the re-booking period in order to secure a positive resolution

Oaks Hotels, Resorts & Suites General Cancellation Policy

Best Flexible Rates: Changes and cancellations are permitted up until 2pm hotel local time within 24 hours prior to arrival. Changes or cancellations within this time will be charged in full. No shows will also be charged in full.

Non-Refundable Rates: In order to offer you this special price please be aware that no changes or cancellations are possible.

Long Stay 7+ Rates: Changes and cancellations are permitted up until 2pm hotel local time within 24 hours prior to arrival. Changes or cancellations within this time will be charged a 2-night cancellation fee. No shows will also be charged a 2-night cancellation fee.

Public Area Access

The management of Oaks Hotels, Resorts and Suites is taking all the necessary measures to ensure that the hotel is fully compliant with the recommendations of local authorities and that of the World Health Organisation at this time.

Additional preventative measures already implemented include hand sanitisers available on all reception desks, thorough sanitising of all rooms for arriving guests including all high touch surfaces and linens. The cleaning of high touch-point areas within in common areas has also been increased to take place every hour. 

Following the government’s increased restrictions on public facilities, food & beverage venues will now be open for takeaway and/or home delivery only and will no longer be accommodating dine-in guests.  Onsite facilities, such as gyms, indoor pools and spas will also be closed during the period.

Oaks Hotels, Resorts and Suites is committed to ensuring that the hotel or resort is prepared to take further preventive measures should circumstances indicate.