Best Rate Guarantee
HPL Hotels & Resorts guarantees that you get the best deal through our hotels’ website.
How does Best Rate Guarantee work?
- Book your room through our hotels’ website
- If you find an online rate that is lower than the confirmed rate within 24 hours of booking, submit the claim form below. Refer to our Terms & Conditions for eligibility of claim.
- Should we verify the claim to be accurate, we will honour the lower rate
Best Rate Guarantee Terms & Conditions
- You must have a confirmed reservation with a reservation confirmation number that is booked through HPL Hotels & Resorts hotels’ website.
- Competing rate must be lower than the rate on HPL Hotels & Resorts hotel’s website.
- Rate is only valid for nightly room-only rate and excludes ancillary charges such as meals, transportation and other services.
- Rate must be publicly viewable and available for immediate booking and confirmation on the competition website.
- Rate must be for the same room type, stay dates, length of stay and number of guests.
- Rate disparities attributable to currency fluctuations and/or differences in currency exchange rates are excluded from the Guarantee.
MAKING A CLAIM
- Claim must be made within 24 hours of booking, at least 48 hours prior to check-in date.
- Reservation confirmation number is required when submitting a claim.
NON-APPLICABLE RATE TYPES
- Partnership programmes (e.g. Frequent Flyer programs like KrisFlyer), credit card promotions and promotional rates
- Non-publicly published rates (e.g. Group and negotiated rates)
- Discounted rates offered to members of groups or individuals (e.g. Travel agents, Corporate accounts, government officials, wholesale accounts)
- Auction or opaque rates on websites where hotels are not known until booking is made (e.g. Priceline, Hotwire)
- Pre-paid rates that involve a voucher or pre-paid certificate
- Group buy rates
- Package or group add-on rates that extend the length of a stay
- Negotiated rates for long stay
- Package rates that include other travel components (e.g. airfare, car rental, transfers etc.)
- Rates that are lower than direct rates due to the application of a cashback or discount applied by the website directly
- HPL Hotels & Resorts and its hotels are not responsible for any fees or other costs incurred due to cancellation of a reservation made on other websites.
- HPL Hotels & Resorts and its hotels have the sole right and discretion to determine the validity of any claim, including without limitation, determining that the Competing Rate is genuinely available and that the claim meets all the terms and conditions. In case of dispute, the Hotel’s decision is final.
- HPL Hotels & Resorts reserves the right to modify, suspend or cancel the guarantee at any time at its sole discretion and without prior notice.
Making a best rate guarantee claim
Send an email to our hotel with the following information included and we will investigate and get back to you on your claim.
Reservation Confirmation Number*:
Clear Screen shot of website with lower rate and a date stamp*:
- Casa del Mar Langkawi – firstname.lastname@example.org
- Casa del Rio Melaka – email@example.com
- The Lakehouse Cameron Highlands – firstname.lastname@example.org