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Best Rate Guarantee

Terms & Conditions (T&Cs)

1. One reservation must be booked through any Ascott website (, www.citadines.comor for a comparison rate with another website to be considered. Guest must have a confirmed reservation with Ascott and be able to provide the reservation confirmation number.
2. In order to qualify for Ascott’s Best Rate Guarantee (BRG), guest must book the lowest Best Flexible Rate (Flexi Rate) on any Ascott website for the same apartment type with the same set of dates, same length of stay, same number of guests, same room type and room configuration, same cancellations and advance purchase policies and the same terms & conditions.
3. Ascott’s Best Rate Guarantee is only valid for daily rates and for stays that are less than a total of 30 nights.
4. Only one complimentary night will be given for the stay (first night only), regardless of the number of lower rates found.
5. When a claim form covers multiple nights, the rates will be compared for each night separately.
6. Guarantee does not apply to the following rate types:
- Partnership programmes (e.g., Krisflyer and Asia Miles), credit card promotions and special promotion rates.
- Rates that are not publicly available, such as negotiated corporate or group rates.
- Discount rates offered only to members of groups or individuals who meet previously-specified criteria, including Corporate accounts, Travel agents, government officials or Ascott Online members.
- Package rates that include the apartment and other components such as airport transfers, tickets to musicals/play, spa/massage, etc.
- Group or team buying.
- Package or group add-on rates that extend the length of a stay.
- Rates negotiated for monthly stays (monthly rates).
- Rates available on websites where the serviced residences/hotels are not known until the booking is made (e.g., Priceline).
- Rates available on websites that require pre-payment before check-in.
- Rates available on websites that require minimum length of stay.
- Pre-paid rates that involve a voucher or other forms of pre-paid certificate.
7. The Comparison Rate must be found within 24 hours and must be for the same property, apartment type, reservation dates and rate inclusions (e.g., breakfast, internet access, etc.). A completed claim form must be submitted and received by Ascott within 24 hours of your confirmed booking on any Ascott website (, www.citadines.comor
8. Claims must be submitted at least 3 business days prior to check-in.
9. The Comparison Rate must be publicly available, viewable and bookable at the time of verification by Ascott. This means that the website must be able to provide an immediate confirmation to your reservation.
10. Ascott is not responsible for any fees or other costs incurred due to cancellation of a reservation made on other websites.
11. Rate comparison to 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.
12. Rate disparities solely attributable to fluctuations and/or differences in currency exchange rates are excluded from the guarantee. In the event that the competing rate is in a different currency from the Ascott rate, the comparison rate will be converted into the same currency as the rate offered on Ascott’s websites. The currency exchange rate to be applied will be based on the currency converter on Ascott’s websites. After conversion, Ascott reserves the right to deny a claim where the comparison rate appears lower than the Ascott rate if it deems that the difference between the rates is due to, but not limited to, different currency exchange rates used by the two rate providers.
13. All claims are subject to Ascott’s sole right and discretion of determination its validity including but not limited to, determining that it is for the same property, apartment and room type, dates, cancellation policies and advance purchase requirements, and that it fulfils all terms and conditions and satisfies all claim processing requirements.
14. Void where prohibited by law. Ascott reserves the right to modify, suspend or cancel the guarantee at any time at its sole discretion and without prior notice.