Dispute Resolution Policy

1. Our Commitment

HotelPath is committed to resolving complaints fairly and promptly. This policy sets out how we handle disputes between guests, Hotels, and HotelPath.

2. Types of Disputes

We distinguish between three types of disputes:

Guest vs Hotel (Accommodation Complaints)

Complaints about the quality of accommodation, cleanliness, facilities, noise, staff conduct, or any other aspect of the stay. These should be raised with the Hotel in the first instance, with a copy to HotelPath at inquiry@hotelpath.com.au. HotelPath is not responsible for the provision of accommodation services but may facilitate communication.

Guest vs HotelPath (Platform Complaints)

Complaints about the booking process, payment processing, refunds, the website, email communications, privacy, or any service provided by HotelPath directly. These should be raised with HotelPath at inquiry@hotelpath.com.au in the first instance.

Hotel vs HotelPath (Partner Complaints)

Complaints about commission calculation, payment timing, account management, listing display, or any aspect of the Hotel Partner Agreement. These should be raised with HotelPath at inquiry@hotelpath.com.au in the first instance.

3. Step 1: Contact Us

All complaints should be directed to the relevant party as described in Clause 2 above.

Email: inquiry@hotelpath.com.au

Please include your booking reference number (if applicable), a description of the issue, and any supporting evidence (screenshots, photos, correspondence).

4. Step 2: Investigation

We will acknowledge your complaint within 2 business days.

We will investigate the complaint, which may include contacting the other party (guest or Hotel) for their account of events, reviewing booking records, and reviewing payment records.

We aim to resolve complaints within 14 business days. If more time is needed, we will notify you and provide a revised timeline.

5. Step 3: Resolution

Depending on the nature of the complaint, resolution may include:

If the complaint relates to accommodation quality or services provided by the Hotel, HotelPath will facilitate communication but the resolution is ultimately between the guest and the Hotel.

6. Step 4: Escalation

If you are not satisfied with our resolution, you may:

7. Chargebacks

If a guest initiates a chargeback (dispute with their bank) instead of contacting HotelPath, we will respond to the chargeback through Stripe’s dispute resolution process. We encourage guests to contact HotelPath directly before initiating a chargeback, as we can often resolve issues more quickly.

Chargebacks may incur a fee charged by the payment processor from time to time, regardless of the outcome.

If we reasonably suspect a chargeback is fraudulent or abusive, we may provide relevant information to our payment processor and, where appropriate, law enforcement.

8. Record Keeping

HotelPath maintains records of all complaints and their outcomes for a minimum of 7 years. These records may be used to identify recurring issues and improve our services.

9. Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). If you have a right to a remedy under Australian Consumer Law, you are entitled to pursue that remedy regardless of this policy.

10. Contact

VanEdge Pty Ltd (ABN 18 695 562 291) trading as HotelPath

Email: inquiry@hotelpath.com.au

Website: hotelpath.com.au