1. Booking. You must have a confirmed reservation that is booked through any Ascott website (www.the-ascott.com, www.citadines.com or www.somerset.com). The guarantee is only valid for daily rates and for stays that are less than a total of 30 nights.
  2. Comparison Rate. To make a claim, you must find the lower rate within 24 hours of your booking. This rate found on another booking website must be for the same property, room type, reservation dates, and rate inclusions (e.g., breakfast, internet access, etc.). The rate must also have the same cancellation and advanced purchase policies.
  3. Making a Claim. You must submit your Online Claim Form at least 3 business days prior to check-in. Additionally, the competing 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.
  4. Free Night Restrictions. When a claim covers multiple nights, the rates will be compared for each night separately. Only one complimentary night will be given for the stay (first night only), regardless of the number of lower rates found.
  5. The Guarantee does not apply to the following rate types:
    • Partnership programmes (e.g., Krisflyer and Asia Miles), credit card promotions, coupon deals and special promotion rates.
    • Rates that are not publicly published (e.g., Group and negotiated corporate rates).
    • Discount rates offered to members of groups or individuals who meet previously-specified criteria (e.g., Corporate accounts, Travel agents, government officials, third party agent members and Ascott Online Advantage members).
    • Package Rates that include the apartment and other components (e.g., airport transfers, tickets to musicals/play, spa/massage, etc.).
    • Group or team buying.
    • Monthly Negotiated Rates.
    • Package or group add-on rates that extend the length of a stay.
    • 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.
  6. Exchange Rates. 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.
  7. Taxes/Service Charge. The comparison rate 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.
  8. Disclaimers. Ascott is not responsible for any fees or other costs incurred due to cancellation of a reservation made on other websites. 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. 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.