Traveller Service Fee and Trova Platform Services

About the Traveller Service Fee

Trova Pty Ltd operates a digital travel, booking, content and guest services platform used in connection with accommodation and travel experiences.

When you make an eligible booking through a website, booking pathway, application or other digital channel supported by Trova, your total booking price may include a Traveller Service Fee payable by you to Trova Pty Ltd.

The Traveller Service Fee is a guest charge for services provided by Trova to the traveller.

It is separate from the accommodation rent or accommodation charge payable in connection with the property you have booked.

What does the Traveller Service Fee cover?

The Traveller Service Fee contributes to the operation and delivery of the Trova platform and the services Trova provides to travellers throughout the discovery, booking, payment, stay and post-stay journey.

These services may include:

• digital booking platforms, booking engines, websites and applications;

• accommodation search and discovery;

• reservation creation and booking administration;

• booking confirmations and reservation communications;

• payment facilitation, merchant services and transaction administration;

• digital guest communications before, during and after a stay;

• guest support technology and digital guest services;

• connections between travellers, accommodation inventory and participating accommodation providers;

• technology integrations with accommodation, property management and distribution systems;

• distribution and syndication of accommodation inventory;

• creation, curation, management and presentation of accommodation and destination content;

• creation, curation and management of written content, photography, imagery, video, audio and other digital media;

• distribution of content across websites, applications, email, digital platforms, social media and other media channels;

• destination information, local guides, recommendations and travel content;

• management and presentation of accommodation listings and associated information;

• digital guest guides and pre-arrival information;

• search, personalisation and recommendation functionality;

• guest account, profile, membership and loyalty functionality where available;

• promotions, offers and access to participating accommodation and travel services;

• identity, verification, security and fraud-prevention functionality where applicable;

• platform hosting, cybersecurity, development, maintenance and support;

• data and technology services designed to improve the traveller experience; and

• other travel, technology, digital, booking, media and guest services offered through the Trova platform from time to time.

The particular Trova services available to you may vary depending on the accommodation, destination, booking channel and services being used.

The Traveller Service Fee is separate from accommodation rent

The accommodation charge and the Trova Traveller Service Fee relate to different services.

The accommodation charge relates to the accommodation you have booked and your right to occupy and use that accommodation in accordance with the applicable booking terms.

The Traveller Service Fee relates to the Trova platform and the services Trova provides to you as a traveller.

Accordingly:

The Traveller Service Fee is not accommodation rent.

It does not form part of the property owner's rental entitlement.

It is an amount payable by the traveller to Trova for Trova services.

The Traveller Service Fee does not become part of accommodation rent merely because it is collected as part of the same booking or payment transaction.

The Traveller Service Fee is not an owner charge

For clarity, the Traveller Service Fee:

• is charged to the traveller and not the property owner;

• is not payable by the property owner;

• is not deducted from the owner's accommodation rent;

• is not a property management fee charged to the owner;

• is not a letting commission charged to the owner;

• is not an owner marketing fee;

• is not an owner administration fee;

• is not an owner technology fee;

• is not an expense incurred on behalf of the property owner; and

• does not form part of the property owner's entitlement to accommodation revenue.

The property owner does not acquire an entitlement to the Traveller Service Fee simply because their property forms part of your accommodation booking.

Your accommodation and your Trova services

When making a booking through a Trova-supported booking pathway, you may enter into more than one contractual relationship.

The accommodation itself is supplied under the booking terms applying to the relevant accommodation provider, property manager or accommodation operator.

Separately, Trova provides you with access to the Trova platform and related traveller services.

The Traveller Service Fee is consideration payable by you to Trova for those Trova services.

Your agreement with Trova regarding the Traveller Service Fee therefore operates separately from, and alongside, the arrangements applying to your accommodation.

Participating accommodation brands

Trova works with accommodation businesses, property managers, hotels, resorts, holiday accommodation operators and local accommodation brands.

A traveller may therefore book through the website or booking pathway of a participating accommodation brand while Trova provides some or all of the underlying booking, technology, content, payment, distribution and guest platform services.

Using the Trova platform does not replace the identity or role of the local accommodation provider.

The accommodation provider continues to provide the accommodation and associated local services in accordance with the terms applying to your stay.

Trova provides the separate platform and traveller services described on this page.

Services provided to accommodation businesses

Trova may separately provide technology, distribution, connectivity, marketing, content, data or other commercial services to accommodation businesses and other partners.

Those services are governed by separate commercial arrangements between Trova and the relevant business.

The Traveller Service Fee paid by a traveller is separate from any fees or commercial arrangements applying between Trova and an accommodation business.

The Traveller Service Fee is not a fee charged to a property owner for services provided to that owner.

Payment and settlement

Your total booking payment may include a number of components.

Depending on the booking, these may include:

• accommodation rent;

• cleaning or other property-specific charges;

• taxes or statutory charges;

• the Trova Traveller Service Fee; and

• other charges disclosed during the booking process.

These amounts may be collected through the same checkout or payment transaction for convenience.

Collection through a single transaction does not mean that all amounts have the same purpose, belong to the same party or form part of the accommodation owner's rent.

The Traveller Service Fee remains an amount payable to Trova for Trova services.

Price disclosure

Where a Traveller Service Fee applies, the total minimum price payable for your booking will be displayed before you complete the booking in accordance with applicable law.

Depending on the booking pathway, the Traveller Service Fee may be identified separately within the booking price breakdown or incorporated into the total booking price.

Where the Traveller Service Fee is unavoidable and capable of being calculated at the time the price is displayed, it will form part of the total price presented to you.

Your agreement with Trova

By completing a booking to which a Traveller Service Fee applies, you request Trova to provide the applicable Trova services and agree to pay the Traveller Service Fee disclosed as part of your booking.

The Traveller Service Fee is consideration for the services Trova provides to you.

It does not represent accommodation rent and does not form part of the property owner's rental entitlement.

Cancellations, changes and refunds

The cancellation or amendment of your accommodation booking is subject to the booking and cancellation terms applying to your reservation.

The treatment of the Traveller Service Fee following a cancellation, amendment or refund will depend on the terms applying to your booking, the services already provided by Trova and your rights under applicable law.

Nothing on this page excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded.

Further information

This information should be read together with:

• the booking terms applying to your accommodation;

• the payment and cancellation terms presented when you make your booking;

• Trova's Legal Information and Booking Structure;

• Trova's Privacy Policy; and

• any additional terms presented before you complete your booking.

For questions regarding the Traveller Service Fee or Trova platform services, please contact Trova using the contact details available on the Trova website.