Frequently Asked Questions

I haven't booked yet

Find answers to the most Frequently Asked Questions customers ask during the research stage of a holiday

How do I search for my South Pacific Holiday?

You can use the search function to enter your departure city, dates, number of travellers and desired destination. The search results will show latest deals with pricing and availability for your dream holiday. Why don’t you start with our Search page?  

How do I get a holiday quote for a remote South Pacific destination?

There are a few resorts which are remote even from the destination’s perspective and don’t have live booking facilities. In these cases, there’s a little ‘Enquire Now’ button. Our South Pacific Specialists call up the resort, ask for reservations on the dates you’ve specified, plus any special requirements and email you a quote within our defined timeframe.  Get in touch with us via our Contact Us page or the chat-bot on the right!

Looking at a destination page

If you are after a specific resort and wish to create your own package, please choose the destination from the navigation menu and go from there. This allows you to see all resorts as well as the facilities of each resort with our use of icons and wording. Click on the book now button against the resort and you will be taken to the product page where you can manipulate your dates, total travelling, choose your room, flights, tours, transfers and then checkout.

How can I navigate between South Pacific Destinations and Resort Pages?

If you are after a specific resort and wish to create your own package, please choose the destination from the navigation dropdown menu. Now, you will see all resorts in that destination as well as the current holiday packages available for them. The ‘Learn More’ button will take you to the resort page where you can see more information about the accommodation, available dates, room pictures and descriptions, available flights, tours, transfers, reviews and more!

How to find hot deals for South Pacific holidays?

We also have limited time Hot Deals as well as Featured Packages – check out the season’s best holidays for Cook Islands, Fiji, Islands of Tahiti, New Caledonia, Micronesia, Vanuatu, Samoa and more!

What are South Pacific Featured Packages?

Featured Packages are holiday deals which are some of the season’s best South Pacific holidays. They may be all-inclusive, adults-only, super-luxury deals, or adventure getaways and so on and so forth! We’ve also made them into a quick and easy drop-down which lists the holiday packages by categories.

My group has more than 8 travellers. Can I still book with you?

That’s quite a group holiday going on! Please contact our reservations team who will personalise your package and put together relevant group flights and specials based on number of travellers. You can call us on 1300 991 751 or email, chat with Alex or submit your enquiry via our Contact Us page!

What are All-Inclusive Packages?

All-Inclusive Packages are holidays with accommodations, transfers, all meals, selected drinks (alcoholic and non-alcoholic drinks) and some optional activities and experiences bundled in one flat rate. This makes great value for families or group retreat. For example, check out our All-Inclusive Packages.

What are All Meals Included Packages?

All Meals Included Packages are holidays with accommodations, transfers, all meals and some optional activities and experiences bundled in one flat rate. These packages do not include alcoholic drinks in the rate and add extra value for teetotaller families.Check out our All Meals Packages to see what they’re like!

After Something Else – a bespoke South Pacific holiday, maybe?

Please contact our sales team and we will procure anything South Pacific wide. We can also look at helping you with global flights and bookings. You can call us on 1300 991 751 or email, chat with Alex or submit your enquiry via our Contact Us page!

Why can’t I contact anyone on the phone?

Our reservations team is available 9am to 5pm Monday to Friday and 10:00am to 3:00pm on Saturdays Australian Eastern Standard Time. You can always use our chat bot, leave a voicemail, email us on or submit your enquiry via our Contact Us page!

Help Me Find A Holiday

Find answers to the most Frequently Asked Questions customers ask on researching a holiday in the South Pacific!

What are South Pacific countries?

The South Pacific consists of countries like Australia, New Zealand, Fiji, Vanuatu, Cook Islands, Solomon Islands, Kiribati, Marshall Islands, Micronesia, Wallis & Futuna, Nauru, Niue, Papua New Guinea, Samoa, Tonga, Tuvalu, Tahiti & Her Islands, and American Samoa.

Which South Pacific Island is the best to visit?

We maintain that each of the South Pacific countries are brilliant in their own right. Samoa’s hidden pools cannot compete with Fiji’s tagimoucia flower – both of which fail against Aitutaki’s beaches. Apples to oranges, yes? Browse our destinations, read up to your heart’s content and find out your happy place!  

Which is the cheapest South Pacific island to visit?

Actually, for visitors from the rest of the world, South Pacific countries are refreshingly affordable as a whole. Experiential travellers will agree with us that the best things to sample on a South Pacific holiday are free. Splashing about off a white sand beach, exploring the pristine jungles, hiking to check out a hidden waterfall and … we can go on. It also depends on the season, which countries are over-booked or under-booked, what kind of hotels/ resorts are you looking for and so on.

Which is the most expensive South Pacific island to visit?

We’d have to hedge here. It depends on what kind of holiday you’re looking for. A five-star suite overlooking the sea will be expensive regardless of the destination being Fiji, Tahiti, Samoa or New Zealand. On the other hand, affordable motels, hostels and ferry rides abound in the above destinations too. It all depends on the kind of holiday you’re looking for. That said, our South Pacific Specialists can certainly help you hunt and stitch together a great holiday managing both excitement and budget.

Which South Pacific Island is closest to Australia?

That would be Papua New Guinea, then Solomon Islands, followed closely by New Caledonia.

What is the best time to go to the South Pacific?

Generally speaking, the best time to visit a South Pacific destination is between April and November. The exception to this would be The Islands of Tahiti, where the peak season runs from June to August.

What is the weather like in the South Pacific in summer?

Warm, sunny and with a perpetual rainshower around the corner. It can get muggy, but the hot damp towel-like spell will clear up quickly enough with a breeze. It’s humid and sticky between November and April, while May through October are dry and pleasant.

I'm a Travel Agent

Find answers to the most Frequently Asked Questions travel agents ask!

How can I get a Net To Agent Quote?

You can call us on 1300 991 751 during business hours and speak to our South Pacific consultants. We will provide you with a nett to agent quote for you to package and gross up to your clients. Alternatively, you can also email which is monitored 24×7. Our turnaround during business hours is 1 hour for travel agents.

How can I contact Hideaway Holidays for preferred supplier partnerships?

As a South Pacific destination wholesaler, Hideaway Holidays can extend agent support services in the context of a preferred supplier relationship. Please email to get in touch and we will set up a meeting with you on priority!

How can I access Hideaway Holidays’ agent support?

You can call us on 1300 991 751 / +612 8799 2500 or email

Who to contact for issues with my agent booking?

Please raise your concerns in writing to as ‘High Priority’ with all information and copy For urgent matters, also copy

I have already booked

Find answers to the most Frequently Asked Questions customers ask post-booking!

Why have I not received my travel documents yet?

Documents are usually emailed 30 days prior to travel, unless requested specifically otherwise. But, in the rare case of travellers or agents not receiving their holiday booking vouchers, please inform us at Also do check your junk/spam folder in case our emails are sitting there.

How can I modify my booking later?

Get in touch with us at 1300 991 751 and mail us at

How do I postpone my trip?

Not a problem – just get in touch with us at 1300 991 751 and mail us at

How do I cancel my booking?

Not a problem – just get in touch with us at 1300 991 751 and mail us at Please note, there will be cancellation charges and taxes to be paid/deducted. Additionally, certain packages are not refundable and are marked so clearly on the holiday invoice.

I can’t travel because of illness. What do I do?

Not a problem – just get in touch with us at 1300 991 751 and mail us at

Who do I contact when I have a question about my booking?

Get in touch with us at 1300 991 751 and mail us at – we’ll be more than happy to explain all your queries and more.

Can someone from Hideaway Holidays call me about my booking?

Sure, just email about when you would like a call-back.

Contact Hideaway Holidays

We’ve provided multiple sources and points of contact to get in touch with us. Basically, we’d love to hear from you!

How do I contact the Reservations Team?

We have a full service, accredited South Pacific specialist reservations team. You can reach us by submitting an enquiry via our chatbot, calling us on 1300 991 751, emailing us on or filling in an enquiry form. Our team is available during business hours Monday to Saturday and we have skeleton teams available after hours.

Do you have After Hours Support?

We have management and specialists monitoring emails and after-hour voicemails. If something is urgent, please email and .

I need help while booking my holiday!

If you have started building your holiday package online and wish to have a consultant add on or finish it for you, please call us on 1300 991 751 and advise what dates, hotel as well as the time you were building the booking online. On providing this information, our team can back trace what you were doing online and assist you in completing the booking offline.

Can I make a Callback Request?

Sure, just email about when you would like a call-back.

What’s the Enquiry Form for?

If you want our team to come back to you with a bespoke holiday proposal, please fill in an enquiry form or go to the Contact Us page and we will revert within 12-24 business hours. Contact us online via

How Do You Guarantee My Booking?

Learn about how our meld of bleeding-edge tech and tried-and-tested systems assure you of ‘what you see is what you get’!

How are my flights secured?

We integrate direct connections with the Amadeus Global Distribution System and access global inventory of flights and create your own passenger name record (PNR) instantly on checkout once you provide your details and a method of payment. We use consolidators to issue your tickets which gives another layer of professional oversight to ticketing. All consultants in reservations, accounts and booking support are trained in identifying the best available fares and holding reservations to ensure minimum fare price fluctuation.

How does Hideaway Holiday reserve my hotels?

We have contracts with hotels in a direct wholesale capacity. All reservations are secured through our channel management systems which include Pacific BedBank, SiteMinder and/or with dedicated reservation teams at the supplier end. Other components such as transfers, meals, tours and activities are on a free sale basis. After you complete the checkout process, you will receive a confirmation email and our Booking Support team will prepare your documents and email them to you.

What if I'm travelling within the next two weeks?

If you are travelling within the next two weeks, your vouchers and documentation will be prioritised, provided that full payment is made for your holiday package.

When do I receive my flight tickets?

Flight reservations are ticketed within the ticketing deadline set by the airline. Your consultant will provide you with your airfare tickets once the airline issues them officially. If you have any concerns or questions, you can contact us.

Is my credit card payment secured?

Yes, all credit card payments are done securely via merchant terminals and payment gateways which use various security measures that are trusted and verifiable. Our website is running on Secure Socket Layer (SSL) also.  If you have any questions on this, please email

COVID-19 & Travel Bookings

Here are where you can get all answers to COVID and holidaying internationally!

Will my travel bookings be rescheduled/ refunded?

Most of the travel industry, be it airlines, resorts, tours, cruise companies, etc. process refunds and rescheduling as a matter of course. In the current times of coronavirus pandemic and travel bans, some airlines are giving partial credit back to travellers.

If I want refunds, what is the process?

As travel agents, we do not hold your travel funds. As soon as your bookings are confirmed, we transfer the booking amount to the various suppliers – the airlines, hotels/resorts, tour companies and so on. Post-COVID, supplier rules for airlines, hotels and tour operators allow for partial refunds, but a lot of holiday bookings are clearly non-refundable.

I’m worried why are the refunds taking so much time?

As mentioned above, travel agents do not hold funds – we transfer them to our suppliers such as hotels, airlines and tour operators. Refunds take up to 9-12 months to be processed in COVID times. There are significant delays, much of which is already known and discussed nationally. Due to the government-imposed travel bans and need for postponing/cancelling travel plans, we are facing incredibly high level of requests. As things stand, we are doing all we can to service consumers to the best of our abilities and capacities. Our agents are in constant touch with our suppliers, and delays are to be expected as the latter are also managing the unprecedented volume of global cancellations. But rest assured, we will get everything settled to our clients’ satisfaction.

Are travel agents’ cancellation/service fees allowed under the circumstances?

Yes. The ACCC has advised that if your travel is cancelled due to government restrictions, this impacts your rights under the consumer guarantees. The terms and conditions of your contract will determine what cancellation/service fees may be applied. This may also include any ‘force majeure’ clause which may limit liability or detail what is to occur in such circumstances. Paying a small, reasonable fee for this work given the reality of the COVID-19 pandemic is appropriate recognition of the time our Specialists are investing in helping you understand what your options are and how best to access them. So yes, there is a clause and justification for reasonable service fees and charges.

What about new South Pacific holiday bookings for 2024?

Our South Pacific Specialists are here for Australian consumers when you need a well-deserved holiday as soon as this pandemic ends. In fact, bookmark our blog on Travel in the Times of Coronavirus – we’ll update you on news as soon as the industry hears about it!

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