Frequently Asked Questions
Q: How do I submit a claim if I see a lower rate on another website?
A: Please submit a claim using the online claim form.
Q: What do I need to submit a claim?
A: You will need the information related to your Brand Website reservation as well as the specific information related to the lower Comparison Rate you found (rate, website address, date found).
Q: Is there a time window that I need to submit a claim for the Best Rates Guarantee?
A: Yes. You must submit a claim within 24 hours of the original booking, and at least 48 hours prior to midnight local time of your arrival date at the hotel.
Q: How are claims for the Best Rates Guarantee verified?
A: When you submit a completed claim, we will independently validate the availability of the lower rate and verify that the rate meets the terms of the Best Rates Guarantee. The rate must still be available to the general public and bookable in the local currency of the hotel. If the lower rate is no longer available, the guarantee will not apply.
Q: If my claim is approved, how is the lower room rate applied?
A: If you have not prepaid the full amount of you stay, the room rate will be adjusted on your reservation to reflect the lower rate, including an additional 25% discount. If you have prepaid the full amount of your stay on our Brand Websites, the hotel will refund the full amount charged to your credit card for the original rate booked and then charge the full amount of your stay based on the lower room rate, with the 25% discount applied, to that same card.
Q: Do I have to present anything to the hotel upon check-in?
A: Please present your reservation confirmation number at time of check-in. If Customer Care provides you with a new confirmation number after validating your claim, that new number must be provided.
Q: Does the Best Rates Guarantee apply to rates found on any website?
A: We guarantee only bookings made on our Brand Websites (i.e., clubcarlson.com, quorvuscollection.com, radissonblu.com, radissonblu-edwardian.com, radisson.com, radissonred.com, parkplaza.com, artotels.com, parkinn.com and countryinns.com).