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Frequently Asked Questions

Where can I use my Ovolo Group gift card?

Ovolo Group gift cards are accepted at all Ovolo Group hotels, restaurants and bars. Check out ovolohotels.com to see where around the world you can redeem.

Ovolo Group gift cards cannot be accepted for any pre-paid events or functions, or any other online ticketing transactions.


Does a gift card expire?

An Ovolo Group gift card expires 36 months (3 years) from the date of issue.


What if I do not receive an email with the e-gift card after purchasing?

If you have not selected a custom delivery time and you have not received your e-gift card via email within 30 minutes of making your transaction, please contact Ovolo Group at giftcards@ovologroup.com We also suggest to always register after purchasing your e-gift card so we can easily find your lost e-card if undelivered. Please also check your junk mail.


For what amounts can I purchase an Ovolo Group gift card?

The minimum purchase for an Ovolo Group gift card is $20. The maximum total value of gift cards per transaction is $5,000. If you wish to order an Ovolo Group gift card with a value in excess of $5,000 or more than 10 cards in one transaction, please email giftcards@ovologroup.com


How can I pay for an Ovolo Group gift card?

Online and mobile payments can be made by PayPal. We aren’t able to process transactions in our hotels, but our team will be able to assist you checking out online.


Can I order an Ovolo Group gift card if I live internationally?

Yes, but you must provide an Australian or Hong Kong billing address.


Can I get my money refunded?

Ovolo Group gift cards are non-refundable. You should treat your gift card as cash. No change will be given, however the remaining available balance may be applied to future purchases until the Ovolo Group gift voucher expires or the balance reaches $0.


How do I activate my Ovolo Group gift card?

Your Ovolo Group gift card will be activated automatically when it is issued by Ovolo Group. It is ready to use as soon as you receive it.


Can I buy something that costs more or less than the value on my Ovolo Group gift card?

Your Ovolo Group gift card or e-gift card can be used repeatedly until the value of the card has been used (or the card has expired). For purchases greater than the remaining card balance, Ovolo Group will accept supplemental forms of payment.


Can I withdraw money from my Ovolo Group gift card?

No. The Ovolo Group gift card can be used for making purchases only.


Can I redeem Ovolo Group gift cards online or for pre-paid events?

No. Ovolo Group gift cards can only be used at Ovolo Group hotels, restaurants and bars.


How do I know how much money is left on my gift card?

The balance can be checked at any Ovolo Group hotel, or online via the My Account page. We recommend that you register your card when purchasing any e-gift or gift card. This will allow you to check your current balance, transfer funds to a new gift card and if you misplace your card, you can go online to cancel the lost or stolen card and transfer the funds to a new purchased gift card or e-gift card.


What do I do if I believe there is a mistake with my gift card balance?

Simply email giftcards@ovologroup.com including your card number and details of your query.


Is my information safe when I use the Ovolo Group website to purchase my Ovolo Group gift card?

Yes, your information and online credit transactions are transmitted through a secure connection using Secure Socket Layering (SSL) encryption technology. SSL locks all critical information passed from you to us, such as payment information, in an encrypted envelope, making it almost impossible for this information to be intercepted. You can identify this by looking at the URL “https” the “s” indicates you are in a secure area employing SSL. Your browser may also give you a pop-up message that you are about to enter or leave a secure area. SSL is the system that is used by all reputable e-commerce sites. In the event of unauthorised use of your credit card, you must notify your credit card provider in accordance with its reporting rules and procedures. For more information on our privacy policy visit ovolohotels.com


Can I check my gift card transaction history?

You can check your balance by registering your gift card or e-gift card after purchasing.


What do I do if my Ovolo Group gift card is lost, stolen or damaged?

Lost or stolen Ovolo Group gift cards will be replaced if a customer can provide an original receipt and card reference number (conditions apply) and the card has not been used. Please email giftcards@ovologroup.com with details if you require assistance.


How do I use my gift card or e-gift card when staying at an Ovolo Group hotel?

Our hotels and resorts require a credit card upon check-in for pre-authorisation for the total accommodation, including incidentals. When checking out you will be able to use your e-gift card to finalise the balance payable. For any expenses incurred outside of the value of your gift card this will be charged to the credit card provided.