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Best Price Guarantee

You can always be sure you will get a great deal with Hotel.com.au - you are backed by our Best Price Guarantee and Price Guardian.

For all other queries please contact us here or email RoomService@Hotel.com.au.

Guarantee

If you book and pay for a qualifying hotel room rate on the Hotel.com.au website, and then find the same room type, in the same hotel, for the same dates, at a lower price on a website other than www.Hotel.com.au.com online, including tax and fees, we will refund the difference.

I have found a lower rate, how do I claim?

To claim this Guarantee, you must send an email to BestPrice@Hotel.com.au and include the following details:


Your booking ID with Hotel.com.au;

The link to the website where you found the cheaper rate(s); and

A screen shot that includes the date, room type, and rate(s) provided by that website.

What’s the deadline to submit my claim?

You must submit your claim to BestPrice@Hotel.com.au within 24 hours of completing your booking.

You can expect a response to your claim within 72 hours.

How is the refund processed if approved?

We will process the refund by way of a Cashback to a nominated Australian bank account or PayPal account.

Guarantee Terms and Conditions:

1. The Guarantee applies only:

to hotel rates made available online to the general public;

to hotel rates which are for the same room type, in the same hotel, for the same dates and which include all taxes;

for the rate for hotel room nights only and excludes bookings for promotional packages, deals, or bundles that may include additional inclusions such as parking, meals, or entertainment.

2. The Guarantee does not apply to:

hotel rooms booked through or in combination with frequent stay, loyalty, points or other reward type programs, rooms booked through coupon promotions, won through contests or sweepstakes or transferred, or rooms booked on websites that do not allow you to see the name of the hotel until your reservation is complete (such as Hotwire and Priceline);

membership or corporate rates; and

specially discounted rates or rates available through group buying websites including but not limited Groupon, Spreets or Living Social.

3. Hotel.com.au reserves the right to refuse any claims that cannot be verified, are submitted after 24 hours from the time you booked or for which you have provided incomplete or inaccurate information.

4. Hotel.com.au will not be liable for the payment of any refunds under the Guarantee with respect to rates loaded in error by Hotel.com.au or any printing, typographical, administrative or technological errors in any materials relating to rates backed by the Guarantee.

5. These Guarantee Terms and Conditions include and incorporate by reference all of the Terms and Conditions on the website including but not limited to the Terms of use, the Booking Terms and Conditions and Membership Terms and Conditions and constitute the entire understanding between you and Hotel.com.au relating to your hotel booking.

6. Void where prohibited by law. Hotel.com.au reserves the right to modify or cancel the Guarantee at any time without prior notice. Any modification will be effective upon the posting of modified Guarantee Terms and Conditions on the Hotel.com.au website. Any cancellation will be effective upon removal of references to the Guarantee and the Guarantee Terms and Conditions from the Hotel.com.au website.

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