Frequently Asked Questions

We know your time is valuable. So we've created this list of common questions along with detailed responses from our Customer Care team. In most cases you'll find a quick and comprehensive answer to your question.

Change or cancel booking

  • What are the cancellation rules for these bookings?

    All Standard Bookings can be cancelled 96 hours prior to commencement of your tour from this website. Cancellations are not allowed if less than 96 hours remain before the start of your tour.

    Please note that you will be able to cancel after 60 mins of booking. 


    Non-Standard Bookings are non-refundable and all cancellations are subject to a 100% Cancellation fee. 

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  • Can I change/amend my booking?

    All tour bookings made on this website are confirmed immediately. We are not able to offer the option of amending the booking. However, you can cancel the booking form the website up to 96 hours before commencement of the tour. Otherwise, you can contact our Customer Service with your current booking number and specific details of your request, and we will be able to advise if the change/amendment is possible. Please note that you will be able to cancel after 60 mins of booking.

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  • What do I do if I am delayed for my tour?

    Refer to the contact details listed on your voucher and contact the tour operator for instructions. If it is after hours, contact our Customer Service. There is no guarantee that you will be able to join your tour on a later departure, as they may be fully booked. Please allow sufficient time, whenever possible, to reach the departure point in time for your tour. As per the Terms and Conditions on the product detail page of your travel service (where applicable), many travel services carry heavy cancellation penalties.

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  • What happens if it rains, or if the travel service provider cancels on the day?

    Unless the weather directly effects the travel service you have booked, all travel services will operate as scheduled. In the case where a travel service provider cancels a tour on the day, please notify our Customer Service via email, including your tour details and Booking Reference number, and we will process monies due back to you accordingly.

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  • What happens if when I get there, the tour is not running due to unforeseen circumstances?

    In the case where a travel service provider cancels a tour on the day, please notify our Customer Service via email, including your tour details and Booking Reference number, and we will process monies due back to you accordingly.


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  • I would like to change the date of my tour/ticket, what do I do?

    Please contact our Customer Service via email, including the details of your existing booking, plus the details of the new dates you wish to change to. Not all requests will be able to be fulfilled, however we will do everything we can to ensure you get the dates you wish.


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  • Do you have a phone number I can call?

    Millennium Hotels and Resorts provide a complete online booking service and we offer 24 hour, 7 days a week customer service via email to support your booking questions. Our goal is to respond to each query we receive within 2 business days.


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  • I need to change the passenger names in my booking, what do I do?

    Tour bookings cannot be modified online. You will need to contact our Customer Service via email with your booking details (including the Booking Reference number) to see if your request can be fulfilled.

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  • I need to cancel my booking

    Your booking can be cancelled 96 hours prior to commencement of your tour from this website by logging in to your account. Cancellations are not allowed if less than 96 hours remain before the start of your tour. Please note that you will be able to cancel after 60 mins of booking.

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  • I need a refund of my booking

    Not all travel products can be refunded at no cost. Prior to travel date, please read through the Terms and Conditions regarding cancellation fees. This information is located at the bottom of your Voucher. There may be extra information contained under the heading Important Information also. Please read all information to find the points you need. If your request is after the travel date, please contact our Customer Service with your booking number and specific details of your refund request.

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  • I need to make a correction to the names, titles, ages in the booking and get a new voucher

    Unless the correction is of a different lead traveler in a booking, there is no need to reissue vouchers for other corrections. If you have misspelt a name, not entered a title correctly or mismatched the ages with the travelers, you can send our Customer Service team an email and we will make a note in the booking. Vouchers will not be reissued for these changes.

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  • I will not arrive in time to confirm 24 hours in advance, what do I do?

    Reconfirming 24 hours in advance is mandatory with some travel product, and receommended for others. Please refer to the instructions on your voucher for details. If you will not be arriving at your destination in time to reconfirm within 24 hours, please reconfirm with the tour operator prior to this time as departure times and locations may vary slightly. It is highly recommended you receive this up to date confirmation directly from the tour operator prior to departure. All relevant details and contact numbers can be found on your voucher under the heading Important Information.


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  • What happens if I cancel or do not show up?

    Please select your travel service carefully before booking, as many travel services carry heavy cancellation and amendment penalties. Please make sure you read the Terms and Conditions field on the product detail page where applicable. If you are unable to show up for your tour, please contact our Customer Service who will advise the travel service provider on your behalf. You may be able to claim reimbursement through your travel insurance depending upon your circumstances. Please contact your travel insurance company for further information.


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  • When sending a special inquiry / request, what do I do if I don't get an answer within 48 hours?

    Our Customer Care team provides fast, detailed responses to your questions 24 hours a day! Our goal is to respond to each query we receive within 48 hours. If you have not heard from us within 48 hours, please re-submit your request. Our Customer Service may not have received your initial request due to undeliverable

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