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 charge payable for the accommodation you have booked and, subject to the applicable booking and commercial arrangements, does not form part of the accommodation supplier’s entitlement to accommodation revenue.
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, settlement administration 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
• 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 the accommodation charge
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 traveller services Trova provides in connection with your booking.
Accordingly, where a Traveller Service Fee applies:
• it is a fee payable by the traveller to Trova for Trova services
• it is separate from the accommodation charge payable for the stay
• it does not form part of the accommodation supplier's entitlement to accommodation revenue under the applicable booking and commercial arrangements.
The Traveller Service Fee does not become an accommodation charge merely because it is collected as part of the same booking or payment transaction.
The Traveller Service Fee is not a surcharge for using a particular credit card, debit card or other payment method and applies irrespective of the payment method selected by the traveller.
The Traveller Service Fee is not an owner charge
Where the accommodation is managed on behalf of a property owner, 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 revenue as an owner charge
• 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 charged to the property owner for Trova's traveller services.
The treatment of the Traveller Service Fee is subject to the applicable booking terms and commercial arrangements governing the relevant accommodation.
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, hotel operator or other accommodation supplier.
Separately, Trova provides access to the Trova platform and applicable traveller services.
Where a Traveller Service Fee applies, it is consideration payable by you to Trova for those Trova services.
Your agreement with Trova regarding the Traveller Service Fee operates separately from, and alongside, the arrangements applying to the supply of your accommodation.
Participating accommodation brands
Trova works with accommodation businesses, property managers, hotels, resorts, holiday accommodation operators and local accommodation brands.
You may therefore make a booking through the website or booking pathway of a participating accommodation brand while Trova provides some or all of the underlying booking, technology, content, payment and settlement administration, distribution and guest platform services.
The use of Trova services does not replace the identity or role of the local accommodation provider.
The accommodation provider continues to supply the accommodation and applicable 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, platform 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 payable by a traveller is separate from 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 comprise a number of components.
Depending on the booking, these may include:
• accommodation charges
• cleaning, linen or other property-specific charges
• taxes or statutory charges
• the Trova Traveller Service Fee
• optional services or extras selected by you
• other charges disclosed as part of 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 components have the same purpose, are payable to the same entity or form part of the accommodation supplier's entitlement to accommodation revenue.
Where applicable, the Traveller Service Fee remains an amount payable to Trova for Trova services.
Price disclosure
Where a Traveller Service Fee applies, it will be disclosed as part of the booking process before you complete the reservation.
Where the Traveller Service Fee is mandatory or unavoidable and can be calculated when a price is displayed, it will be included in the minimum total price displayed in accordance with applicable Australian consumer law.
The minimum total price will be displayed as a single figure and at least as prominently as any component or partial price displayed.
A breakdown of the total booking price may also identify the Traveller Service Fee separately so that you can understand the different components comprising the total amount payable.
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 applicable services Trova provides to you.
It is separate from the accommodation charge and, subject to the applicable booking and commercial arrangements, does not form part of the accommodation supplier's entitlement to accommodation revenue.
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, restricted or modified.
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
• 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.