Best Rate Guarantee

Feel confident knowing that you will always get the best available rate at any Guoman or Thistle hotel

Whenever you make a room reservation for a Guoman or Thistle hotel, through our website, through our UK Reservations team or direct with our hotels, we guarantee that you will receive the lowest rate possible for that hotel.

If you find a lower publicly available rate for the hotel in question, on a competing website, prior to, or within 24 hours of booking your hotel room, simply submit a Best Rate Guarantee Claim to us and we will create a new reservation for you honouring that lower rate.

Reserving on our site is quick and easy and there are no hidden fees. If you have any questions, our customer service staff will be more than happy to provide assistance.

Any questions regarding claims should be directed to customer.relations@guoman.co.uk

Download the Best Rate Guarantee claim form and instructions here.

Terms & Conditions

Guoman Hotel Management (UK) Ltd. guarantees that Guoman and Thistle branded websites will have the best room rate for any Guoman or Thistle branded hotel. For a claim to be valid under this Best Rate Guarantee it must satisfy all of the terms & conditions contained herein and be submitted in compliance with the claim processing procedures set forth below.

  • If you find and advise Guoman and Thistle hotels of a lower publicly available room rate carrying the same rate conditions (see below) for the same Guoman or Thistle hotel, for the same room type and bed type, and for the same dates and number of guests, prior to, or within 24 hours after making a reservation on a Guoman or Thistle branded website, we will make your reservation for you honouring the competing rate.
  • The Best Rate Guarantee does not apply to taxes, gratuities or any additional guest charges or other additional fees that may apply at Guoman or Thistle hotels

Room Types

  • The Best Rate Guarantee will apply to any Guoman or Thistle hotel room type that is the same as a room type that can be booked on a competing website. If the Guoman or Thistle websites do not have the same room type available Guoman and Thistle will honour the rate for the room type that is displayed on the competing website, provided the claim meets all other Terms and Conditions.

Length of Stay

  • In the event of a multiple night stay, Guoman and Thistle will compare the total cost of the stay at the Guoman and Thistle rate with the total cost of the stay displayed on the competitor website. Only one Best Rate Guarantee reward will apply per stay.
  • Multiple claims for a stay consisting of two or more consecutive nights at the same hotel will be treated as one claim for one stay and the Best Rate Guarantee will be applied to that one stay.

Rate Conditions

  • The Best Rate Guarantee applies to a lower rate displayed on a competing website with conditions that are the same as the rate conditions of the rate displayed on a Guoman or Thistle branded website. Rate conditions include, but are not limited to, advance purchase requirements, prepayments, deposit requirements and cancellation and change policies. If there is no Guoman or Thistle rate available that has the same rate rules to that of the competitor rate, and the competitor rate is lower than any available Guoman or Thistle rate, Guoman and Thistle, at its discretion, may honour the rate displayed on the competing website with the applicable Guoman or Thistle rate conditions, room type, room features and amenities, provided the claim meets all other Terms and Conditions.
  • Guoman and Thistle reserve the right to deny a claim where the rate displayed on the competing website is equal to the rate displayed on the Guoman and Thistle websites, and the rate conditions are the same, or where the rate displayed on the competing website has more restrictive rate conditions than the Guoman or Thistle rate.

Pre-paid Rates

  • In the case of a fully prepaid rate booked through a Guoman or Thistle branded website, the difference will be refunded to your credit card, if applicable, within 72 hours of submitting your claim. If a pre-paid reservation is booked through a competing provider, Guoman and Thistle is not responsible for any fees associated with the cancellation of that reservation.

Currencies

  • In the event that the competing website displays the rate in a different currency from the Guoman or Thistle rate, our Customer Service Representative handling your claim will convert the competitor’s rate into the same currency as the rate offered on the Guoman or Thistle branded website. The currency exchange rate to be applied will be based on the exchange rate in use by Guoman and Thistle at the time of handling your claim. After converting the competitor’s rate, Guoman and Thistle reserve the right to deny a claim where the competitor rate appears lower than the Guoman or Thistle rate if the difference between the rates is due to different currency exchange rates used by the two rate providers.

Unpublished Rates

  • The Best Rate Guarantee does not apply to unpublished rates (rates that are not publicly available). Rates not available to the general public include, but are not limited to:
    • Corporate discount rates
    • Group rates
    • Meeting delegate rates
    • Any rates requiring membership in a club or programme or other organisation where the rates are targeted toward a specific group of individuals and not intended for the general public
    • Direct mail solicitations
    • Electronic mail solicitations
    • Any rates requiring a promotional campaign code
    •  
    Guoman and Thistle Customer Service Representatives have the sole right and discretion to determine the validity of any claim.

Opaque Providers

  • The Best Rate Guarantee does not apply to any rates from opaque providers including, but not limited to, Lastminute.com, Priceline.com and Hotwire.com. An opaque provider is any provider that prevents the buyer from identifying the hotel until after the buyer has made a reservation and guaranteed payment. A site is opaque if it does not divulge any of the following information; (a) the name of the hotel, (b) the precise location of the hotel, (c) the identity or brand of the hotel and (d) other specific information that may make it possible for the buyer to identify the hotel (e.g. hotel photographs, specific names of hotel food and beverage outlets).

Packaged Rates

  • The Best Rate Guarantee does not apply to packaged rates. Packaged rates include; (a) hotel rooms sold as part of a travel package, where the hotel does not provide the extra service. Extra services include but are not limited to hotel rooms plus airfares, car rental or cruises, and (b) hotel rooms sold with value added amenities, including, but not limited to, free breakfast and hotel parking.

Making a Claim

  • A claim must be submitted prior to, or within 24 hours after, making a reservation for a Guoman or Thistle hotel through a Guoman or Thistle branded website, and, a minimum of 24-hours before the arrival date. If the original reservation was made within 24 hours of arrival, the Best Rate Guarantee is not applicable. An original reservation refers to the initial reservation made through a Guoman or Thistle branded website and does not include modified or cancelled reservations.
  • The Best Rate Guarantee does not apply to existing reservations booked through a competing room provider. If a reservation is booked through a competing room provider, Guoman and Thistle is not responsible for any fees associated with the cancellation of that reservation.
  • The Best Rate Guarantee does not apply if the rate displayed on the competing website is found on a Guoman or Thistle branded website
  • Guoman and Thistle reserve the right to deny a claim if it cannot independently verify the availability of the competitor rate at the time it processes the claim.
  • A claim submittal form is available on the Guoman and Thistle branded websites. To submit this claim form, fill out all the required fields, agree to these Terms and Conditions, and click the submit button.
  • Upon validation of your claim, the Customer Service Representative will send an email or other communication to you that will include the reservation confirmation number and the new rate you will be charged.
  • If you have not received a confirmation from the Customer Service Department within 24 hours of submitting a claim, you may contact a Customer Service Representative by email or phone to check the status of your claim
  • A customer who submits a claim prior to making a reservation and whose claim is deemed valid by the Customer Service Department will be contacted to inform them that they have a valid claim. The customer must respond to the Customer Service Department within 24 hours and prior to local check-in time, to complete the booking process.

Denied Claims

  • If, for any reason, following receipt of confirmation of a valid claim and creation of a Best Rate Guarantee reservation, the hotel does not honour the Best Rate Guarantee rate, you can contact the Customer Service Department within 15 days of the conclusion of your stay. The Customer Service Department will investigate the denied Best Rate Guarantee rate and will arrange reimbursement of the difference between the room rate charged and the confirmed Best Rate Guarantee rate, provided the room rate charged is higher than the confirmed Best Rate Guarantee rate.

Additional Terms

  • Guoman reserves the right to amend, revise, supplement, suspend or discontinue the Best Rate Guarantee at anytime in its sole discretion and without prior notice.

Contact

Any questions regarding claims should be directed to customer.relations@guoman.co.uk

Download the Best Rate Guarantee claim form and instructions here.

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