Q1. Do I have to use Corporate Travel Management (CTM) to book my domestic accommodation?
A1. Yes. CTM must be used to book all official domestic accommodation including group accommodation where the Commonwealth is ultimately responsible for any of the costs associated with the relevant travel, unless:
- An exemption has been provided in accordance with the Commonwealth Procurement Rules.
- An allowance is to be provided in respect of accommodation.
- Reimbursement is to be provided to a third party (i.e., a non-Commonwealth traveller) that cannot access the coordinated travel arrangement.
Q2. Can I book international accommodation through CTM?
A2. Yes. International accommodation may be booked through CTM, although it is not mandatory.
Q3. What accommodation services does CTM provide?
A3. In delivering the accommodation services through the Travel Management Services arrangement, CTM:
- Negotiates and manages contracted rates and allotments.
- Makes bookings including for over-night travel, groups, long-stay, remote and relocations.
- Manages changes and cancellations.
- Facilitates payment to accommodation providers on behalf of travellers.
- Supplies enhanced data to support transaction matching with NAB statements.
- Provides detailed reporting to both Finance and entities.
These services deliver value at all levels improving the travel experience for individual traveller, entities, and contributing to greater efficiency and transparency across the Australian Government travel program.
Q4. If I am paid a travel allowance for accommodation, can I use the Arrangements?
A4. No. Where an entity pays a staff member an allowance for the accommodation element of a trip (including an Office Holder whose official travel is subject to a Determination of the Remuneration Tribunal), that allowance becomes the staff member's personal money and bookings cannot be made through CTM.
Q5. How is my Domestic accommodation paid for?
A5. CTM is responsible for paying for domestic accommodation. Travellers are not required to pay for domestic accommodation at check-out. After check-out, the accommodation provider is required to provide an invoice with all eligible charges to CTM within 90 days post check out . Within one business day of receiving a correctly rendered tax invoice, CTM will pay the accommodation provider. CTM will then charge the entity's National Australia Bank (NAB) card in the traveller's profile or as notified at the time of booking.
Q6. How is my international accommodation paid for?
A6. CTM is not responsible for the payment of international accommodation. Travellers are required to provide payment details at the time of booking. The accommodation provider will ask for a credit card at check-in for payment.
Q7. What should I do if I paid the property directly on check-out?
A7. As CTM manages the invoicing and payment for all accommodation booked through the WoAG Travel Management Services Agreement, you must contact CTM by raising a Service Ticket, through the CTM Portal as soon as possible to coordinate a reversal of the charges. CTM will apply the charge to the correct form of payment, the NAB card held in your travel profile (or as notified at the time of booking). In the event that you do not have a travel profile with CTM, you will need to also provide the details of the relevant entity NAB card before CTM is able to reverse the incorrect payment. CTM will contact the hotel to ensure they understand the payment conditions moving forward and arrange a correction of the payment.
Q8. Do I need to provide a credit card (personal or corporate) to the hotel on check-in?
A8. This depends on the particular hotel's policy. It is common practice in the hotel industry to request a credit card or cash bond at the time of check-in. This often involves the hotel putting a 'hold' on your credit card (or requesting a cash bond) for a predetermined amount of money to act as a guarantee for any ancillary charges and/or security against damages that may be incurred during the stay (e.g., food and beverage, minibar, in-house movies, or internet usage). If your entity pays for room only, the accommodation provider may ask you for your credit card or a cash bond. Any ancillary charges incurred during a stay must be paid directly to the hotel using the traveller's own funds or entity credit card (where authorised), at the time of check-out. If your entity pays for room plus all ancillary charges. please note, while accommodation is booked and paid through CTM, the property may still request a personal credit card at check-in to cover any incidental charges, damages, or additional costs incurred during your stay. In the event that the property still requests a 'hold' on your credit card, it is recommended that you:
- Advise the property that your accommodation is booked through CTM and CTM and your entity are meeting all costs (room and ancillary charges) and/or
- Present your Booking Confirmation Voucher as CTM's payment arrangements are listed and should the matter remain unresolved we encourage you to reach out to CTM for support at the time of the incident.
Q9. Why don't I get a tax invoice from the hotel?
A9. As CTM facilitate an Accommodation Chargeback arrangement for the payment of Domestic accommodation bookings, entities will not receive a tax invoice from the hotel. CTM will provide a consolidated invoice product detailing all Fees and Charges related to the Booking. The WoAG Travel Arrangements are intended to facilitate a streamlined and paperless process for entities.
Q10. Is there a booking fee payable to CTM?
A10. Yes. The applicable booking fees will be charged in accordance with the Travel Management Services Deed and reflected in the consolidated tax invoice from CTM. Entities travel teams can provide a copy of the fee schedule.
Q11. Is there any domestic accommodation that CTM cannot book?
A11. Yes. Where an entity requires non-commercial accommodation, such as:
- A rental property where a formal lease is involved, or
- Where the prepayment of a rental bond or financial surety is required. An entity may make its own booking arrangements directly with the relevant property owner/manager.
Q12. Can CTM book a site at a camping ground and accommodation at caravan parks?
A12. Yes. CTM can book caravans and cabins at caravan parks, including accommodation with external toilet and bathroom facilities, for example, camping sites. Accommodation that has an ensuite or a private, safe, and secure toilet and bathroom that is under the same roof, for example, cabins and some caravans, must be booked through CTM.
Q13. What if I can find a cheaper hotel on another accommodation website or direct from a hotel?
A13. The WoAG Travel Management Services arrangement has been established for the benefit of the Australian Government as a whole and is achieving the strategic objectives of coordinated procurement. As hotels manage their inventory in much the same way as airlines, it is possible that a promotional or deeply discounted room will become available. While these rates may be cheaper, they will often have restrictive cancellation conditions and/or payment terms that may differ from the advantageous terms available under the WoAG Travel Management Services arrangement. Please contact your entity dedicated CTM 1300 number if the accommodation offered through another accommodation website or direct from a hotel:
- Is significantly cheaper
- Is for the same room type and amenity
- Has the same terms and payment conditions as bookings made with CTM. Please ensure that you provide CTM with the property, rate, and website details. CTM will endeavour to secure the same rate, wherever possible. When comparing accommodation offered from other websites or providers, it is important to consider not only the total charges but also the non-financial benefits to your entity, such as duty of care requirements, consolidated reporting and enhanced financial data.
Q14. There does not appear to be any accommodation in the location that I am travelling to, what should I do?
A14. CTM has contracted numerous properties across Australia. It is possible that there may be no contracted properties available in a particular location, however, the most likely reason may be that your entity has applied an accommodation 'Ceiling Limit' as a way to manage its travel program. A 'Ceiling Limit' is the maximum threshold (or ceiling) that your entity has determined as a reasonable limit for accommodation costs.
Entities that use a 'Ceiling Limit' may also have a 'Rate Override' function in the event that there is no accommodation available within the entity's threshold. The 'Rate Override' function allows you to display properties above the entity 'Ceiling Limit'. Please refer to your entity's travel controls such as Accountable Authority Instructions or your entity travel team for any requirements that may apply. In the event that there are no properties being displayed in the booking tool, it is recommended that you:
- Apply the 'Rate Override' function, where permitted.
- Contact your entity dedicated CTM 1300 number to assist you in sourcing accommodation within your entity's travel policy requirements. Where there is no available accommodation in the requested location, CTM will endeavour to source alternate accommodation of a same or better standard and price within reasonable proximity to the requested location.
Q15. There are only 'On Request' properties showing in the booking tool. Should I book directly with the hotel?
A15. No. A property will show an 'On Request' status on CTM’s OBT when there are no contracted rooms available at that property. This may be for a number of reasons and CTM will need to contact the property in order to confirm availability of room(s), whether the contracted rate will apply, and/or acceptance of your booking.
Please contact your entity dedicated CTM 1300 number and provide the details of the preferred property and at least one alternative option that meets your business needs. It is recommended that accommodation is booked at the same time as flights and as far in advance as possible to maximise the opportunities of room availability and competitive rates.
Q16. I am attending an external conference/symposium/seminar/training course and accommodation is included as part of a bundled conference price. Am I required to book the accommodation with CTM?
A16. No. Where the accommodation is included as part of the single rate conference package (i.e., combined accommodation and conference/symposium/seminar/training course costs) and the accommodation costs cannot be identified or separated from the event costs, then you may book directly with the conference organiser or host property.
Q17. How do I change or cancel an accommodation booking?
A17. Bookings may be amended or cancelled online through CTM’s Online Booking Tool (OBT) any time or via your entity dedicated CTM 1300 number. Before cancelling any accommodation booking with CTM, please be aware of the cancellation terms as cancellation fees may apply.
Q18. Can we use CTM to make venue hire bookings for meetings and conferences?
A18. Yes, CTM can provide venue hire booking services for meetings and conferences. This is an optional, non-mandatory service provided by CTM.
Please ensure that you provide as much advance notice and detail around your meeting and budgetary requirements as possible so that CTM can achieve the best possible rates, and terms and conditions. CTM will endeavour to obtain three quotes from accommodation providers in the location where the meeting/conference is to be held.
Once you have chosen the property, CTM will make the booking for you.
Q19. Do I have to use CTM to make a group booking?
A19. Yes. CTM will obtain quotes from a number of accommodation providers to meet your business needs. To request a quote, you should complete the online CTM Group Booking Quotation Request form via the CTM portal. CTM has a dedicated and experienced team to assist you with group bookings for 10 or more travellers.
Q20. Do I have to use the CTM arrangement to book accommodation for a visiting international delegation that my entity is coordinating?
A20. Yes, CTM must be used to book all domestic accommodation where the Commonwealth is ultimately responsible for the costs associated with that travel, including for non-Commonwealth officials, unless:
- An exemption has been provided in accordance with the Commonwealth Procurement Rules.
- Reimbursement is to be provided to a third party (i.e., a non-Commonwealth traveller that cannot access the coordinated travel arrangement for airfares, accommodation, and/or car rental).
- An allowance is to be provided in respect of accommodation.
Q21. What should I do if I have a concern in relation to my room?
A21. While CTM is able to assist you with your concern(s), it is recommended that you first contact the accommodation provider’s Reception to discuss your concerns and give the hotel an opportunity to resolve the matter. Please ensure that you provide all details relevant to your concern.
If the Front Desk is not attended or the property does not resolve the matter to your satisfaction, please call your entity dedicated CTM 1300 number and provide the:
- Booking Reference number – this can be found on the Booking Confirmation Voucher that was emailed to you and/or travel booker by CTM.
- Property details (should you not have your Booking Reference Number).
- Nature of your concern(s), what actions you have taken, and what the accommodation provider has done to resolve your concern(s).
Please be patient while CTM tries to resolve your concern(s). Where necessary, CTM may try to relocate you to another room or property.
Q22. What if I have feedback to provide on the property I stayed at?
A22. If you have feedback about your recent stay or if an issue was not resolved by the property, please raise a Service Ticket via the CTM Portal and include all relevant supporting information (e.g. photos, booking details, and a description of your concern).
For serious matters—such as those affecting traveller wellbeing or safety—please escalate the Service Ticket number directly to your Client Value Manager for immediate attention.
Q23. Can I accept a room upgrade from the booked hotel?
A23. No. Room upgrades are not permitted unless there is no additional cost to the government or if it necessary for health, safety, or security reasons. Any upgrades must be pre-approved by your entity.
Q24. Can I make amendments to my accommodation booking such as extending/shortening my stay directly with the booked hotel?
A24. No. All required amendments or cancellations must be made via CTM. If you require any amendments, please contact your entity dedicated CTM 1300 number to advise the details of the change. For invoicing and payment reasons, CTM needs to be advised of any changes that have a financial impact to your booking.
Before cancelling any accommodation booking with CTM, please be aware of the cancellation terms as cancellation fees may apply.
Q25. Can I book leisure travel through CTM?
A25. No. The WoAG Travel Management Services Arrangements must not be used for stand-alone personal or leisure travel. Where personal or leisure travel is attached to official travel, you should refer to your entity's internal travel controls such as Accountable Authority Instructions, for the requirements that apply.
Q26. Can I obtain my own negotiated rates with hotels
A26. No. Under the Australian Government accommodation program, all hotel rates are centrally negotiated and managed by CTM. This approach ensures consistency, compliance, and value across all entities. It also leverages the collective buying power of government to secure competitive rates and standardised terms and conditions, including flexible cancellation policies and inclusions.
Q27. What happens if I need to arrive at the hotel after core business hours or my accommodation is in a remote location?
A27. When check-in is required outside core business hours or you are travelling to a remote location it is important that your traveller profile includes an up-to-date mobile number. Hotels may need to contact you directly to advise of their after-hours check-in process and key collection details or any specific instructions that are required pre-arrival. Without accurate contact information, access to your room may be delayed.
