Best price guarantee

DEFINITION

If you:

• book a room eligible for our Best Price Guarantee (as defined later), directly on an AccorHotels channel (AccorHotels websites, mobile sites or apps, brand websites, Central Reservation Offices, or directly with the hotel),
• and within 24 hours of your booking:
  • find the same hotel, for the same date, same length of stay, with the same rate conditions (i.e. refundable or non-refundable), the same room type (same category, size, bed, view or location) and the same number of guests in the room,
  • being offered at a lower price with the same inclusions (tax, VAT, service charges) on a third-party web or mobile site or app (“Third Party Reservation Channel”),

ELIGIBLE BRANDS AND RESERVATION CHANNELS

We will honour the lower rate and give you a further reduction of 10% based on the same inclusions (tax, VAT, service charges inclusive items) on the total accommodation amount booked.

• all AccorHotels branded hotels (Fairmont, Raffles, Swissôtel, Sofitel, So Sofitel, Sofitel Legend, Pullman, MGallery, Grand Mercure, The Sebel, Novotel, Novotel Suites, Mercure, Adagio, Adagio Access, Jo&Joe, Ibis, Ibis Styles, Ibis budget, HotelF1, Orbis hotels),
• and some partner hotels (i.e. Mama Shelter, Hypark by Adagio) available through the AccorHotels Channels when they display the following symbol insert symbol.

Brands not eligible:

• Rixos, 25Hours, Art Series, BreakFree, PepperS, Banyan Tree, Angsana, Cassia, Dhawa, Mövenpick, Mantra, Mantis, Onefinestay, 21C Museum Hotel, sbe Hotels, Delano, Elan, Hanting, Hi inn, Hyde, Ji, Manxin, Mondrian, Orient Express, SLS, Starway, The House Of Originals, Tribe.

The Best Price Guarantee Programme is not applicable to hotels in the Chinese Special Administrative Region of Macau.

Such reservations must be made through an AccorHotels Channel and a confirmation number must be issued to validate the reservation. The prices found on an AccorHotels Channel will be compared with those found on a Third Party Reservation Channel only.

ELIGIBLE RATES/EXCLUSIONS

The rates covered by the Best Price Guarantee must be accessible to the general public and available for reservation.

The Best Price Guarantee applies to standard offers (room only or room with breakfast-included bookings).

Our Best Price Rate Guarantee does not apply to the following:

• Group and meeting rates
• Corporate rates
• Conference and seminar rates
• Specific promotional offers granting an additional discount after the booking is made (i.e. promotional codes supplied further to the registration in a newsletter)
• Member’s rate or subscription programmes from any other distributor or website
• Rates granted to AccorHotels partners and their employees
• Rates granted to AccorHotels employees
• Rates offered by opaque inventory sources (i.e. Hotwire and Priceline) that only specify the hotel name or location once the booking has been made
• Rates displayed on websites/portals/webpages that do not have online booking facilities, such as information sites, or sites that only confirm bookings after contacting the hotel first (“booking request” sites)
• Rates part of a package including a combination of a room and airfare, cruise, car rental or any other activities or services inside or outside the hotel

The Best Price Guarantee does not apply to websites requiring membership, or online memberships or programmes requiring a password or login to consult hotel rates and room availability. This includes all memberships and all programmes where membership is not automatic, plus (i) those that require consumers to “register” to become members; (ii) any online interface or mobile interface used by members and protected by a password; and (iii) where it is necessary for consumers to have completed a customer profile.

TYPES OF ROOM

The Best Price Guarantee applies to the same room type (same category, size, bed, view and location) as booked on the AccorHotels Channels.

DATES AND LENGTH OF STAY

The Best Price Guarantee applies to the same dates as booked on the AccorHotels channels.

For claims concerning a booking of two or more consecutive nights (at the same hotel), the Best Price Guarantee applies based on the total amount of the stay.

CURRENCY AND PRICE DIFFERENCE

If the rate found on a Third Party Reservation Channel is given in a currency different from the rate booked on the AccorHotels Channels, the AccorHotels customer service will convert this rate into the currency of the country in which the hotel is located.

The exchange rate used will be the applicable exchange rate on the AccorHotels Channels at the time of the initial reservation.

Price differences due to fluctuations, rounded figures or related to differences in the currency’s exchange rate will not be taken into account. The Best Rate Guarantee will be applicable if the price difference is at least 5% or 5 euros of the total stay.

SALES CONDITIONS

The sales conditions associated with the rate found on a Third Party Reservation Channel must be the same as the sales conditions of the rate booked through the AccorHotels Channels, and in particular:

• Prepayment and deposit requirements,
• Cancellation conditions,
• Conditions regarding modification of the reservation.

COMPLETING A CLAIM FORM

To submit a claim under the Best Price Guarantee, you must (i) fulfil all the above-mentioned conditions and (ii) complete the

The mandatory fields (as indicated) on the claim form must be properly completed. Please attach to the claim a screenshot showing the lower price found on a Third Party Channel and the associated sales conditions, and any other document evidencing your claim. Claims that are incomplete or incorrect, or that include ineligible or incomplete supporting documents, will not be processed. The screenshot must clearly show the date, name of the hotel, sales conditions, number of guests in the room and prices offered by the third-party website.

Claims must be made within 24 hours of the booking through an AccorHotels Channel and 48 hours before the scheduled arrival at the hotel. To respect such deadlines, you should refer to the hours and dates mentioned on your booking confirmation email.

CLAIM HANDLING

After verification by the AccorHotels customer service, the Best Price Guarantee will be granted if your claim meets all the above-mentioned conditions. The AccorHotels customer service will send an email with the reservation confirmation number as well as the new applicable rate.

In the case of a prepaid reservation rate, the hotel will reimburse the difference in price on the credit card initially debited online.

If the claim does not meet the conditions of this Best Price Guarantee, AccorHotels customer services will send you an email stating that the Guarantee cannot be applied.

Should you wish to cancel the reservation made via AccorHotels Channels, the applicable conditions are stated in your booking confirmation email.

PAYMENT AT THE HOTEL AT CHECKOUT

Upon departure from the hotel, the rate confirmed by the AccorHotels customer service will be billed together with any other services not included in the reservation (restaurant, bar, etc.) if not prepaid.

If the rate was prepaid at the time of online booking, more than 30 days before the arrival date, the reimbursement will be made on the same credit card.

If the rate was prepaid at the time of online booking, fewer than 30 days before the arrival date, the reimbursement will be made by the hotel upon checkout.

The services not included in the reservation (restaurant, bar, etc.) will be billed by the hotel upon checkout.

LIABILITY

AccorHotels declines any liability regarding any expenses that may arise from cancelling a reservation, for all reservations made on any Third Party Reservation Channel.

AccorHotels reserves the right to modify or terminate this Best Price Guarantee and these terms and conditions at any time, without prior notice.