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Best Online Price Guarantee - Frequently Asked Questions (FAQ)

Q: How do I submit a claim if I see a lower rate on another website?
A: Please click here to submit a claim form

Q: What do I need to submit a claim?
A: You will need the information related to your reservation as well as the specific information related to the lower 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 Carlson Rezidor booking, and at least 48 hours prior to midnight (12:01 am) 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 validate the availability of the lower rate and verify that the rate meets the terms of the Best Rates Guarantee. The rate must 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. You will be notified via e-mail within 24 hours of our receipt of your completed claim if the claim qualifies or does not qualify for the Best Rates Guarantee.

Q: If my claim is approved, how is the discount 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 discounted lower rate. If you have prepaid the full amount of you stay, 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, discounted room rate 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 taxes and surcharges?
A: No, the guarantee applies to the room rate only.

Q: Does the Best Rates Guarantee apply to rates found on any website?
A: The guarantee only applies to Bookings made on,,,,,,, and It does not apply to rates found on opaque or auction sites, such as Priceline and Hotwire, where the hotel brand or the specific hotel is not known until booking is finalised.

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