1. Program Description
The Best Price Guarantee Policy with a 5% Discount is offered by Vacancy Rewards. By
submitting a claim or attempting to take advantage of the Program, you agree to these
Terms and Conditions.
2. Eligibility
The policy applies only to active members who have made a reservation through our
platform in the "Hotels" section or for a Week (applicable only to VIP Weeks or
Last-Minute Weeks reservations).
3. Requirements for Price Matching
To qualify for the Program, you must meet the following requirements:
- Have a paid and confirmed reservation using your Vacancy Rewards membership.
- Provide valid proof of a lower rate found for the same hotel, the same dates, the same room type, view, reservation conditions (such as cancellation policies), and any additional benefits (such as included breakfast).
- The lower rate must be publicly accessible and available to book at the time of the request.
Rates not available to the public — such as corporate, membership, group, package, or any rate not accessible to the general public — are not eligible.
4. Claim Process
- The claim must be made within 24 hours of the original reservation confirmation made through our website.
- You must submit a written request to our customer service team, including the details of the original reservation and proof of the lower rate.
- The proof must include a screenshot and a direct link to the competitor's offer, clearly showing all the required details.
- Claims can also be made by phone by contacting our customer service center.
5. Claim Validation
- Our validation team will review the submitted request and proof.
- Verifications will be conducted to confirm that the lower rate meets all comparison criteria.
- The validation process may take up to two business days.
6. What We Verify
Here are the things we'll verify when we process your claim. The non-Vacancy Rewards website rate must:
- Be in the same currency as the rate booked through a Vacancy Rewards channel.
- Be available to the general public — in other words, you are not required to sign up for any kind of membership or program, or log in to a website, to obtain the rate.
- Be available to book at the time of verification.
- Be bookable only if you provide a form of payment to complete the booking (rates that do not require a form of payment are ineligible).
- Be at least 1% lower than the current, lowest rate available on the Vacancy Rewards website or mobile app, to account for any rounding errors.
- Cover a reservation of at least two nights or more.
The Program applies only to rates found on non-Vacancy Rewards websites that meet all of the above criteria.
7. Rates NOT Eligible for the Program
- Rates that are not available to the general public (such as negotiated rates, member or loyalty rates, group rates, corporate rates).
- Rates that are not visible or bookable by the general public without additional requirements — such as residing in a particular geography, using a login with a username/password, using a specific credit card, using a discount code/coupon, or that require approval/verification via email or phone after payment is submitted.
- Rates on websites that do not disclose the brand or hotel until the reservation is made.
- Rates on auction websites or that are booked using a similar process.
- Package rates that include the room and other components such as transportation, car rental, entertainment, and/or non-breakfast meals.
- Rates on websites that allow confirmed reservations to be re-sold.
- Rates on websites that do not provide immediate confirmation, that do not result in an actual hotel reservation, or that do not provide the ability to make a real-time reservation.
- Single-night reservations.
8. Limitations and Reservations
- We reserve the right to modify or cancel this policy at any time without prior notice.
- Decisions regarding the eligibility of a claim are final and at our discretion.
- Price comparisons will be made including taxes, hotel service fees, and other additional charges payable at the time of booking. For reservations of more than one night, the guarantee will be evaluated based on the total price of the stay.
- Any lower competing rate in a different currency will be converted to the same currency as the rate offered on our platform, using the exchange rate determined by Vacancy Rewards.
9. Governing Law
These Terms and Conditions and the offer of the Program will be governed by the laws of
the country in which Vacancy Rewards operates, and the exclusive jurisdiction for any
dispute not covered by the Arbitration Agreement will be the competent court in such
jurisdiction.
10. Arbitration Agreement
To the extent permitted by applicable law, any disputes arising from these Terms and
Conditions or the offer of the Program will be submitted to arbitration. You agree to be
bound by the following provisions of the Vacancy Rewards Terms of Use: Limitation of
Liability, Arbitration, Limitations Period, and Waiver of Class Claims. If the court
finds the Waiver of Class Claims unenforceable, any claim filed on a class basis must be
filed in a court of competent jurisdiction.
By submitting a Claim Form or accepting the benefits of a validated claim under the
Program, you agree to release and hold harmless Vacancy Rewards and its affiliates from
all claims or damages arising from the use or misuse of the Program.