Locking in your cruise can be a huge financial decision, so it only makes sense that you might have a few questions before hitting ‘book’. To assist in your decision-making process, our experienced team has compiled a detailed list of our customers’ most frequently asked payment-related questions. Be sure to thoroughly read through these questions before finalising your bucket-list voyage.

Quick Links

Booking Questions

How can I make a booking?

Cruise Guru website contains a wealth of information plus access to the most current pricing, specials, instant availability and booking confirmation 24 hours a day! Once you find the sailing you are after, click on view details and/or select and then follow the steps to continue through to see live pricing and availability.

I am wanting to book multiple cabins, how can I do this on your site?

Our website allows guests to book up to two cabins at the same time. Visit our Cruise Finder tool and select 2 against “Number of Cabins” before searching for your cruise. 

What are the deposit and final payment requirements?

Deposit amounts vary depending on the cruise line, itinerary and promotion.

Final payment is normally required 3-4 months prior to sailing unless you have taken advantage of Cruise Guru’s reduced deposit offer, where final payment is required a little earlier, approximately 6-7 months prior to sailing. 

Specific details for your selected itinerary can be found during the booking process once you have selected your rate and cabin number.

What is included in my basic fare?

Your basic fare includes your onboard accommodation, main meals in the ship’s complimentary dining venues, onboard daytime activities and most entertainment.

How do I know what inclusions are in the special promotion I booked?

Gratuities are mandatory with international cruise lines and some have this inclusive of their fares.

Other inclusions, depending on the rate you select, can include drinks and/or Wi-Fi packages and onboard credit. When proceeding through the booking steps on our website, please select ‘View Rates’ and then click on “Promotions Available” for that specific rate to see if there are any special promotions or offers included.

What is and how do I find my cruise line reference number?

Once a booking has been confirmed you will receive an email with a confirmation number. This is the same as the cruise line’s reference number that you will use to log in to their website, to perform your online check-in.

I can see the price is cheaper today than when I made my booking, would I be able to get my booking re-fared to this price?

Pricing and availability will fluctuate and as they do, their conditions and inclusions can and will often change. Promotions have booking validity dates, and this will also need to be considered when checking whether a booking is eligible for re-pricing.

If it’s not eligible, the only option available would be to cancel and rebook and you will be subject to any cancellation fees that apply at the time of change. Please contact our team to get more information regarding your booking today.

What does it mean when it says “Guarantee” when selecting my cabin?

A “guarantee” cabin means you are reserving a particular category, not a specific cabin. The “guarantee” from the cruise line is that you will get the category you have reserved or a higher one at no extra cost if one becomes available.

Cabin allocation is always at the sole discretion of the cruise line and can be allocated any time up to the day of the cruise. We strongly recommend not securing cabins in the guaranteed status when travelling with family or a group as it is unlikely that your cabins will be allocated near each other or even on the same deck.

Please note that once your cabin has been assigned, the cruise lines do not permit changes to the cabin number allocated. Please also note that for oceanview and balcony cabins, your allocated cabin could have a view that is obstructed by lifeboats.

Where can I get information about drinks packages, dining packages and shore excursions etc?

Once your booking has been confirmed and your deposit paid, you will then be able to log into the cruise line’s website to manage your booking. This will allow you to see and prebook all packages as well as shore excursions available for your sailing.


Cruise Health Requirements

Do you have to be fully vaccinated to be able to travel?

Vaccination requirements differ depending on the destinations and local port authorities of the countries you are visiting. We ask that you refer to the cruise line’s website to keep up to date with the cruise health requirements (including testing requirements) for your cruise, as health requirements are subject to change. 

 Visit our Cruise Vaccine Requirements page.

The current general policy across all cruise lines for cruises departing and/or arriving in Australia, all guests 12 years and older must be fully vaccinated. Fully vaccinated means the person has completed a primary course (for most vaccines, this is two doses), including a mixed dose schedule, of TGA-approved or recognised vaccines, with the last dose given at least 14 days prior to the cruise departure date.

How can I stay healthy onboard?

Cruise ships work very closely with public health agencies such as the CDC to make sure they provide the healthiest shipboard environment for guests. The last thing you want is to be ill while you’re on holiday, so take the simple precaution of washing your hands often with soap and warm water thoroughly. Wash your hands after using the restroom, before eating and avoid touching your face.


Payment Questions

How do I pay for my cruise?

We always recommend using a credit/debit card for your initial payment, as it’s secure, quick, convenient, and allows you to take advantage of any benefits available to you by your credit card provider. Due to strict timelines that we need to adhere to for paying a deposit, we will ask for a credit/debit card at the time of booking.

Final payments can be made by credit/debit card (a surcharge will apply) or you can take advantage of our fee-free Direct Transfer option with Pay by Bank (PayID).

When are credit card fees applicable?

For Visa and MasterCard, the first initial payment, whether that be for a deposit or full payment at time of booking, does not incur a credit card surcharge. All other payments made after the first initial payment will incur a 1.3% surcharge.

All payments made with American Express will incur a 2% surcharge at the time of payment.

Do I receive reminders for my final payment?

You will receive two final payment reminders via email. The first reminder is sent 21 days prior to the final payment date outlined on your documents and the second and last one is sent 10 days prior. Please ensure that your email address is up to date with us if you have not received any email correspondence since you made your booking.

How long will I have to pay?

We will send a Pay by Bank (PayID) link in the final payment reminder, as a free-fee option to pay your balance through internet banking. This email will be received 10 days prior to the final payment date indicated on your Cruise Guru documents. All Pay by Bank (PayID) payments must be made at least three days prior to the due date shown on your invoice, to allow for any delays in the bank transfer process due to security checks.

If you prefer to pay by credit card, then simply do not use the Pay by Bank (PayID) link, instead, your credit card will be charged automatically on the due date as shown on your invoice if there is any outstanding balance due.

Please ensure your account has enough available credit. Please note that credit card fees are applicable of 1.3% for Visa and MasterCard and 2% for American Express.

If you do not wish for us to make this charge, please contact us as early as possible to arrange alternative fee-free options or to update the credit card on file.

What if I want to use a different card or multiple cards?

To make any changes regarding payment for your cruise, we ask that you contact our team on 13 13 03 to provide updated card details or to make payment on multiple cards.

What is Pay by Bank (PayID)?

PayID is a unique identifier linked to your transaction account that lets you easily and quickly make and receive payments. PayID can be linked to your mobile number, email address, or even your ABN. Once created, you can then use PayID to complete payments rather than giving away your BSB and account number. PayID is offered by 100+ banks, credit unions, building societies, and other organisations, making it easy to securely set up for yourself. Learn more about PayID.

How does Pay by Bank (PayID) work, what process can I expect?
    1. Customers will receive an email from Cruise Guru containing a Pay by Bank (PayID) link, facilitated by our payments partner Azupay. The link will take you to an Azupay URL and will look something like the below (this is just a sample of what you can expect to see, and not an active link):
    2. After clicking the URL, a QR code will be displayed in addition to the PayID specific to your trip. The PayID will always be a series of numbers followed by our domain, for example: 308394_133933@cruiseguru.com.au. The first six numbers (in this example, ‘308394’) will match the trip number that appears on your invoice.
    3. To pay using the banking app on your mobile device, scan the QR code and follow the prompts or to pay using a desktop device, copy the PayID and follow the prompts.
    4. You will then need to open your banking app or online banking platform via a browser. Access the payment section of your mobile or online banking platform and click Pay / Pay Anyone / Pay Somebody
    5. Next, select pay with email address and paste or input the provided PayID email address.
    6. Enter the amount you plan on paying, confirm, and submit payment.
    7. Complete the payment and receive your receipt.
    8. Cruise Guru will also send a copy of your invoice within 72 hours
What happens if my bank is not available on Pay by Bank (PayID)?

If your bank is not certified for PayID, we ask that you contact our team on 13 13 03 to provide an alternative fee-free option.


Online Check & Documentation Questions

I have paid my booking in full, what would be my next step?

Your next step is to complete your online check-in via the cruise line’s website. While the process differs between cruise lines, you will usually need to create an account with your cruise line and enter your personal and booking details. Please use the confirmation number/supplier booking number found on your confirmation email or on your invoice below the cruise details.

When should I expect my tickets and final travel documents?

The cruise lines normally release cruise documents between 20-50 days out from the sailing date and will become available via the cruise line’s website once you complete your online check-in. For other cruise lines, an electronic boarding pass and/or luggage tags will be forwarded to you by our team.

If you do not complete all the required fields of your online check, the cruise line will not be able to release your documents.

Can I get my documents posted?

All documents are downloadable from the cruise line’s website or can be emailed to you. We unfortunately do not offer documents by post.

What documentation do we need to provide on the day of embarkation?

All passengers going to an international destination will need a passport. You must have a valid passport that is valid for a minimum of six months beyond the date of the cruise’s return. If you’re an Australian resident and your itinerary is only visiting ports in Australia and does not visit a foreign port, you won’t need to bring your passport. You will, however, need government-issued photo identification. Queensland Proof of Age cards will not be accepted, but a current Medicare card can be used for passengers under the age of 18.

What are the current visa and immunisation requirements for my sailing?

As travel requirements can change at a moment’s notice, we encourage you to visit Smart Traveller to keep up with the latest travel advice for your destination. For any major changes that may affect your booking, we will reach out to you directly.

You are strongly advised to seek advice from either your doctor or an approved public health travel advisory service to identify any specific vaccinations or health precautions required for each port of call.

Do I need to purchase travel insurance?

Although travel insurance is not mandatory for cruises, having travel insurance allows you to cruise with confidence, knowing that you will be covered if unforeseen circumstances arise. 

Cruise Guru has partnered with Cover-More Travel Insurance to provide you with cover for your cruise holiday. Please click here to get a quote today directly with Cover-More.


Cancellation and Refunds

What is the cancellation fee for my booking?

Cancellation fees vary for each booking and are subject to cruise line penalties – please refer to Terms and Conditions to see a guideline of supplier cancellation schedule. 

Cruise Guru will charge a $110pp cancellation fee which will apply in addition to any supplier penalties.

Where can I find the terms and conditions for my booking?

The Cruise Guru booking terms and conditions pertaining to your reservation were sent to you by email shortly after we received your initial payment. Please read those T&Cs carefully.

Additional supplier conditions may apply to components of your package, such as cancellation penalties or non-refundable deposits. Supplier terms are outside the control of Cruise Guru as your booking agent, and cannot be waived by a member of our team.

Are there any fees if I wish to change my itinerary instead of cancelling?

If you need to change or cancel your booking, please email us via the contact us page on our website. Some components of your booking, including the cruise, may be non-changeable and non-refundable. In the event your booking can be amended, our team will email you a quote and details of the requested changes. Cruise Guru’s fees will apply in addition to any supplier penalties.

Can I make a name change on my booking if I am unable to travel?

A name change can be made on the booking, as long as there is one remaining original passenger still travelling. Cruise Guru’s fees will apply in addition to any supplier fees applicable at the time of change.

How do I cancel or make changes to my booking?

Please email us via our contact us page with your booking number and the request you wish to make. 

For any last-minute requests, we ask that you contact our team on 13 13 03 to speak to a consultant.

How long does it take to receive my refund?

All refunds can take up to 12 weeks from the time of the request, as we will need to wait for all funds to be received back from the cruise line and/or other suppliers.

How is my refund returned to me?

All refunds will be processed back to the same method of payment used at the time of booking (Visa, MasterCard, AMEX or bank transfer).

Please note that credit card refunds need to be processed back to the same card number. If the expiry date has changed or you no longer have the original card, please contact our team on 13 13 03 to be advised of the next steps that need to be taken.


General Questions

Is cruising good value?

Cruising is the best holiday value! There are cruise holidays to suit every budget. Your cruise fare includes your accommodation, on board activities and entertainment, most meals, plus transportation from port to port. You’ll know what your holiday will cost you before you go. Typically, your only extra expenses will be drinks, specialty restaurants, optional shore excursions and personal services such as massages or hairstyling.

Where can I cruise to?

Wherever you want! Cruises visit over 500 ports worldwide and practically every destination accessible by water. You can embark on your cruise holiday from a wide variety of ports close to home or exciting and exotic locations around the globe. View our  Cruise Finder to view all options.

Are there different types of cruise ships?

There are cruises designed to suit virtually every interest and personal preference.

The choices include: 

  • Large, contemporary ships with a fantastic array of recreational facilities;
  • Boutique
  • Luxury cruises with globetrotting itineraries; 
  • Classic vessels evoking the time-honoured traditions of cruising;
  • Special interest or exploration cruises specializing in unique destinations with an accent on cultural enrichment; river voyages into the heart of a destination.
What to do while in port?

So much that you’ll have a hard time choosing! You can explore on your own or take a guided tour (referred to as shore excursions). Shore excursions are available for you to book via the cruise lines website under “manage my booking”.

Cruising is the perfect way to sample a number of new destinations and try all the things you’ve ever dreamed of doing, while never having to pack and unpack!

What activities are there to do on a cruise ship?

On a cruise, you do what you want, when you want. You can do everything or do absolutely nothing. It’s your holiday! Cruise Lines will offer an array of activities throughout the day for guests to enjoy. At the end of every night, you will have an itinerary for the next day delivered to your stateroom.

Is cruising great for families?

More and more cruise holidays are booked by families with children. Twenty-five per cent of cruisers sail with children and a majority of cruise lines provide plenty of supervised activities for kids, especially during school holidays. If your children enjoy swimming, sports, games, movies and the adventure of new places, they’ll love a family cruise. You’ll find that children adapt to shipboard life with ease, and you won’t have to wonder what they’re up to every minute. Trained youth counsellors will help keep them safe, busy and entertained. Ships even offer different types of age-appropriate activities, suitable for toddlers to teens. Some of the best cruise lines for Australian families to experience include P&O Cruises, Royal Caribbean, Carnival Cruise Lines, Princess Cruises, and MSC Cruises.

Do I need to pay for entertainment on a cruise ship?

On a cruise holiday, the entertainment is in the house. There’s no cover charge for admission. The shows are live, films first-rate and all included in your cruise fare.

Can single travellers have fun on a cruise?

Cruising is ideal for people travelling alone because it’s so easy to meet other people. In fact, most ships have parties for singles early in the cruise, so you can get to know other guests right away. Some ships even offer gentlemen hosts to be dance partners, dinner companions or a fourth at cards. To know which ships offer hosts please contact us.

Can I get a special diet meal on my cruise?

Most ships can accommodate salt-free, low-carbohydrate, low-cholesterol, diabetic, or other diet preferences. Look for the dietary options listed when you book your cruise online. If your choice is not available, please contact us once you have booked your cruise.

Are there non-smoking areas on the ship?

Virtually all dining rooms are smoke-free as are designated areas in other public rooms onboard the ship. Check with your Cruise Guru regarding the individual cruise line’s policies.

Is there a doctor on a cruise ship?

While cruise ships are not comprehensive medical facilities, cruise lines understand that some people may have health needs during a cruise. Thus they are committed to providing first response and emergency care to guests until they can be transferred to a shoreside medical facility. Most cruise lines have 24-hour medical services and staff operating under guidelines developed in conjunction with the American College of Emergency Physicians (AECP). Cruise lines and travel agents encourage holidaymakers to obtain medical insurance, travel with adequate supplies of medical prescriptions and devices and disclose pre-existing medical conditions before sailing.

Are there laundry services aboard ships?

Almost all cruise ships have laundry facilities and many provide dry-cleaning services. There is, however, an additional charge for professional laundry and dry-cleaning services. Many ships also have self-service launderettes onboard.

Do cruise lines accept group bookings?

Most cruise lines welcome groups — often at special rates, depending on how large the group is. Policies vary from company to company and sometimes seasonally. In order to be classified as a group you will need to book 8 cabins or more. Please check out our Group Travel page or contact us for more information.

Who should I see if I have questions that haven’t been answered?

Please contact us to speak with one of our reservations team who will be happy to assist.  With over 30 years of cruising experience, there is no question that we will not know or not be able to find the answer to and believe us we have had some weird and wonderful questions over the years.

Didn’t find the answer to your question?

Not to worry! Our experienced team of Gurus have a wealth of knowledge that will quickly answer and resolve any lingering queries you might have. You can contact our cruise consultants by calling up 13 13 03 and we’ll be on hand shortly. Whether you need help finalising your booking or want to find out more information about an upcoming voyage, we’ll help you every step of the way.