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Best Rate Guarantee

Frequently Asked Questions (FAQs)

1. What is Ascott’s Best Rate Guarantee?
2. How do I submit my claim should I find a lower rate online after I have made my booking?
3. If I made my booking for an apartment a month ago, will I be able to make a claim if I find a lower rate now?
4. How long does it take to process my claim?
5. Can I submit my claim form less than 72 hours prior to my arrival?
6. How do I know if my claim is valid?
7. How do I know if the apartment type that I booked on a third party or online travel agent website is the same as the one I booked on any of Ascott’s websites?
8. Do I need to make a reservation on the website with the lower comparison rate?
9. I made a reservation for an apartment through a third party or online travel agent website. The Ascott website lists a lower rate for the same serviced residence. Can I make a claim?
10. My company’s corporate rate is lower than the rate that I booked on an Ascott website. Can I submit a claim?
11. My travel agent offered a lower rate than the rate I booked on Ascott’s websites. Can I submit a claim?
12. I made a reservation on Ascott’s websites and was quoted a lower rate when I called the property front desk directly. Can I submit a claim?
13. The rate offered on Ascott’s website is in local currency while the rate offered on another travel website is in US dollars. When I use a currency converter to convert the rates from US dollars to local currency, the rate that I booked on Ascott’s website is higher. Can I submit a claim?
14. Do I include tax and service charges when making the rate comparison?




1. What is Ascott’s Best Rate Guarantee?
Ascott’s Best Rate Guarantee promises you the best possible rates every time you book online through any Ascott website - www.the-ascott.com, www.somerset.com, www.citadines.com. In the event that you do find a lower comparison rate on another website within 24 hours of your confirmed booking, not only will we honour that rate for the nights for which the lower rate was found, we will also extend an additional 50% off that rate for your first night stay upon verification by our property.
 

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2. How do I submit my claim should I find a lower rate online after I have made my booking?
Simply fill in our Best Rate Guarantee Claim Form within 24 hours of your confirmed booking. We will review your claim and respond within the next business day (Monday to Friday, excluding local public holiday).
 

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3. If I made my booking for an apartment a month ago, will I be able to make a claim if I find a lower rate now?
No. All claims need to be submitted within 24 hours of your confirmed booking on any Ascott website.
 

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4. How long does it take to process my claim?
We will process your claim and respond within the next business day (Monday to Friday, excluding local public holiday). If your claim is valid, your confirmed booking will be amended in our reservation system to reflect the lower rate.
 

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5. Can I submit my claim form less than 72 hours prior to my arrival?
No. All claims need to be submitted at least 3 business days* prior to your arrival.

*Monday to Friday, excluding local public holiday
 

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6. How do I know if my claim is valid?
Prior to submitting your claim, please ensure that the lower comparison rate found on other website fulfils the following criteria:
  • The lower comparison rate found must be for the same property, same apartment type, same rate inclusions and for the exact same dates.
  • The lower comparison rate found on another website must be publicly available, viewable and bookable via the Internet at the time of verification. This means that any websites that are not able to provide immediate confirmation or require prepayment to be made before the name of the property is revealed do not qualify (e.g. Priceline.com).

Please see Ascott’s Best Rate Guarantee Terms and Conditions.

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7. How do I know if the apartment type that I booked on a third party or online travel agent website is the same as the one I booked on any of Ascott’s websites?
The apartment types are rated by their size, number of rooms, number and size of beds along with the included amenities. For examples, if you have booked a 1-Bedroom Deluxe apartment on any Ascott website, the claim submitted must be for a 1-Bedroom Deluxe apartment too.
 

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8. Do I need to make a reservation on the website with the lower comparison rate?
No. But you will be required to send us the URL and the print screen displaying the lower comparison rate so that we can verify that the lower comparison rate is publicly available, viewable and bookable at the time of verification by Ascott.
 

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9. I made a reservation for an apartment through a third party or online travel agent website. The Ascott website lists a lower rate for the same serviced residence. Can I make a claim?
No. Ascott is not responsible for the rates offered on other websites. However, you can cancel your reservation and make a booking through any Ascott website but Ascott will not be responsible for any cancellation fees incurred.
 

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10. My company’s corporate rate is lower than the rate that I booked on an Ascott website. Can I submit a claim?
No. Ascott’s Best Rate Guarantee is only valid for rates found on the Internet. Any rates that are specially negotiated do not qualify.
 

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11. My travel agent offered a lower rate than the rate I booked on Ascott’s websites. Can I submit a claim?
No. Ascott’s Best Rate Guarantee is only valid for Internet rates. Any rates that are specially negotiated do not qualify.
 

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12. I made a reservation on Ascott’s websites and was quoted a lower rate when I called the property front desk directly. Can I submit a claim?
No. Ascott’s Best Rate Guarantee is only valid for Internet rates. Rates that are quoted by Ascott’s Global Reservations or by the property do not qualify.
 

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13. The rate offered on Ascott’s website is in local currency while the rate offered on another travel website is in US dollars. When I use a currency converter to convert the rates from US dollars to local currency, the rate that I booked on Ascott’s website is higher. Can I submit a claim?
Where the comparison rate on a third party website is in a different currency compared to the rate offered on an Ascott website, the currency exchange rate will be based on the currency converter found on Ascott’s website. Upon conversion, Ascott reserves the right to deny a claim where the difference between the rates is due to, but not limited to, different currency exchange rates used by the two currency rate providers.
 

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14. Do I include tax and service charges when making the rate comparison?
The rate comparison must include any applicable tax and/or service charge imposed by the local government and any service/booking fees imposed by the third party or online travel agent websites.
 

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