BEST RATE GUARANTEE Frequently Asked Questions (FAQ)

  1. How do I apply a rate claim?

    You have to complete a Claim Form with relevant supporting details and email to our Reservations Team at within 24 hours after making your reservation and at least 24 hours prior to your arrival date.

  2. Do I need to make a room reservation before the claim?

    Yes. You need to make a room reservation before submitting a claim.

  3. Does Best Rate Guarantee apply to any room rate I could find on the Internet?

    No. Best Rate Guarantee only applies to room-only rates available on any online travel agency; and is not eligible to package rates, promotional or special rates, corporate/wholesale rates, membership rates, opaque and auction rates, and lower rates found on or after reservations are made. For more information, please refer to our Terms & Conditions.

  4. When will I know if the claim is successful or not?

    Our Reservations Team will contact you within 24 hours once the claim is verified. If the claim is successful, your reservation will be matched with lower rate and a free upgrade to the next available room level will be offered (or MOP100 resort credit if the upgrade is not available).

  5. How do I receive the rate adjustment if the claim is successful?

    Upon successful verification of a claim, the original rate will be automatically adjusted to match the validated lower rate in our system and guests will be charged the lower rate upon check-in.

  6. What happened if the rate I found online is in different currency than the official websites of or

    Rates will be converted to the same currency as offered on our website at the time of claim verification. We reserve the right to reject any applications solely caused by price fluctuations in different currency rates.