Best Rate Guarantee

How does Best Rate Guarantee work?

1. Book your room through our hotel's website.
2. If you find an online rate that is lower than the confirmed rate within 24 hours of booking, click on the Making A Best Rate Guarantee Claim section to submit a claim. Refer to our Terms & Conditions for eligibility of claim.
3. Should we verify the claim to be accurate, we will honour the lower rate.

Best Rate Guarantee Terms & Conditions

BOOKING

You must have a confirmed reservation with a reservation confirmation number that is booked through Hard Rock Hotel Penang’s website.

COMPETING RATES

• Competing rate must be lower than the rate on Hard Rock Hotel Penang’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

DISCLAIMER

• Hard Rock Hotel Penang is not responsible for any fees or other costs incurred due to cancellation of a reservation made on other websites.
• Hard Rock Hotel Penang has 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.
• Hard Rock Hotel Penang reserves the right to modify, suspend or cancel the guarantee at any time at its sole discretion and without prior notice.