1. Definition and scope of the best rate guarantee

1.1 Conditions of application of the best rate guarantee

The best rate guarantee applies if the following cumulative conditions are met:

• You have booked a room (with or without breakfast) in one of the elaya hotels eligible for the best rate guarantee directly via elaya-hotels.com, the central reservation service or directly at the hotel
• A confirmation number has been issued to confirm this booking

At the time of booking and no later than 48 hours before the scheduled arrival date at the hotel, you find:

• for the same hotel, for the same date(s), the same length of stay at the same price conditions (i.e. refundable or non-refundable, prepayment and deposit requirements, room with or without breakfast, conditions for cancellation and modification of the booking), the same room types (same category, size, number of beds, view or location) and the same number of guests in the room,
• a bookable room at the public daily rate and available at a lower rate, calculated in the same way on the same basis of the total amount of the stay with the same surcharges (taxes, VAT, service charges),
• on the website, mobile website or app of a third-party provider (‘third-party booking channel’)

Once the application has been confirmed by us in accordance with these Terms and Conditions, the price of the third-party provider will be applied and you will be granted an additional 10% discount on the total amount of the booked accommodation.

For example:

• If the price of a booking via elaya-hotels.com is 200 euros,
• and the price given via the third-party booking channel is 180 euros,
• then the price we ultimately apply under the best rate guarantee is 162 euros (180 euros minus 10%)

1.2 Exclusions from the best rate guarantee

The best rate guarantee does not apply in the following cases:

• Group rates (more than six rooms)
• Corporate rates
• Conference and seminar rates
• Special offers with additional discount after booking confirmation (such as promotional vouchers after subscribing to a newsletter)
• Member rates or subscription programmes from a third-party provider
• Rates from non-transparent sources (i.e. Hotwire and Priceline) that only provide the name of the hotel or its location after booking confirmation
• Rates from third-party providers such as Zenhotels or Vio, where the displayed rates are not directly bookable but must be requested
• Rates displayed on websites without an online booking module, such as information websites or websites that only confirm bookings after contacting the hotel (‘booking enquiry’ websites)
• Rates that are part of a package such as a combination of room and air travel, cruise, car hire or other activities or services taking place within or beyond the hotel premises. The best rate guarantee does not apply to websites that require membership, online membership or programmes that require a password or login to access hotel rates and room availability

2. Different currencies

If a third-party provider’s price is quoted in a different currency to the booking,

• we will convert the price into the currency of the booking (the exchange rate used will be the exchange rate applicable at the time of booking);
• the best rate guarantee therefore only applies if the third-party provider’s price is at least five per cent (5%) or five (5) euros less than the amount of the booking, whichever is higher

For example:

• If the price of a booking via elaya-hotels.com is 200 euros,
  • the established price must be at least five (5) euros less: (195 euros),
  • or the established price must be at least five per cent (5%) less: (190 euros),
• If the price determined via a third-party provider is 192 euros, the best rate guarantee will be applied

Price differences due to exchange rate fluctuations or differences in the exchange rate of the currency are not taken into account in the best rate guarantee.

3. Use of the best rate guarantee

3.1 Application form

To take advantage of the best rate guarantee, you must fulfil the application conditions stated under 1.1 and complete the application form within 24 hours of booking. The mandatory fields in the application form must be completed correctly. In this respect, you warrant that the information provided in the form is true and complete. We are not liable if the customer has provided incorrect or incomplete information and we are thus unable to apply the best rate guarantee in accordance with the conditions set out herein.

3.2 Screenshot

The application form must be accompanied by a screenshot showing both the date of the screenshot and the lower price determined via the third-party provider as well as the relevant sales conditions and other required documents. Incomplete or incorrect applications as well as those with illegible or incomplete accompanying documents will not be processed. The screenshot must clearly show the date of the stay, the name of the hotel, the sales conditions, the number of guests in the room and the price offered via the third-party booking channel. Requests must be submitted within 24 hours of confirmation of the booking and no later than 48 hours before the scheduled arrival at the hotel. In this respect, the date and time of the email reservation confirmation shall apply.

4. Processing of applications

Once your application has been checked, you can use the best rate guarantee if it fulfils the conditions. We will send you an email to the email address provided in the form no later than one week after the application has been sent, stating the booking number and the price that now applies. If the request does not fulfil the conditions of the best rate guarantee, we will send you an email stating the reasons why the best rate guarantee cannot be used. If you wish to cancel the booking and not make use of the best rate guarantee, you will find the relevant cancellation conditions for your booking in the email reservation confirmation.

5. Payment at the hotel at checkout

If you have not made a prepayment at the time of booking, the confirmed price will be charged by the hotel at checkout in accordance with the conditions of the previous article together with other services beyond the booking (restaurant, bar, etc.).
If the stay was prepaid more than 30 days before the arrival date when booking online, the refund will be made to the same credit card. However, if the stay was prepaid less than 30 days before the arrival date when booking online, the hotel will refund the amount to the same credit card at checkout. Services not included in the booking (restaurant, bar, etc.) will be charged by the hotel at checkout.

6. Liability

As we have no control over a third-party booking channel, we accept no liability for any expenses arising from the cancellation of a booking via a third-party booking channel.

7. CHANGES TO THESE GENERAL TERMS AND CONDITIONS

We reserve the right to amend these General Terms and Conditions at any time. The amended version of the General Terms and Conditions shall enter into force on the date of posting on the website and shall apply to any application made from that date. We ask you to read these General Terms and Conditions carefully before each application, as they may have been amended. These General Terms and Conditions must be read and accepted for each application. To do this, you must tick the box that refers to these General Terms and Conditions.
We also reserve the right to cancel the best rate guarantee at any time. We will, however, process any applications submitted before the best rate guarantee is cancelled.

Last updated: March 2024