Best Rate Guarantee

Terms & Conditions

Chatrium Hotels & Residences, its subsidiaries and affiliates (“Chatrium”) will make available the best guest room rates for our hotels under ‘Chatrium’ brand on the Chatrium Website (the “Best Rate Guarantee”). “Chatrium Website” is the website owned and operated for all Chatrium Hotels at www.chatrium.com.

In the unlikely event that a lower rate at a Chatrium Hotel is made available on a non-Chatrium website (the “Competing Rate”), upon its receipt of a claim that satisfies these Best Rate Guarantee terms and conditions (the “BRG Terms”), Chatrium will honor that Competing Rate and provide the individual that submitted the valid claim of an additional 10% discount off the Competing Rate per room per night

  • For a claim to be eligible under the Best Rate Guarantee, it must be submitted through the claim submittal webform available click here
    • A claim must be submitted prior to, or within 24 hours after, making a reservation through a Chatrium Website, and at least 24 hours before the standard check-in time at the applicable Chatrium Hotel.
    • A claim form may be rejected by Chatrium if it is incomplete, is submitted in an unsupported language, or concerns a non-Chatrium website that is in an unsupported language.
  • For the Competing Rate to be valid, it must be a currently available lower published online room rate for the same Chatrium Hotel, the same dates, the same number of guests, the same room type, the same term and condition, the same cancellation policy with a similar view and room size, and include similar or additional value-added amenities (e.g., free breakfast).
    • Chatrium will compare the total room cost of a stay, and multiple claims for a stay consisting of two or more nights in the same week at the same Chatrium Hotel or Chatrium Hotels in close proximity may be treated as one claim for one stay, even if booked through more than one reservation.
    • Chatrium will convert any Competing Rate offered in a different currency than the rate made available through the Chatrium Websites, and may deny claims where it determines that the difference between the rates is due to exchange rate fluctuations.
    • Booking fees, extra adult fees, fees for children, rollaway charges will be included in the rate comparison. Taxes, gratuities, or any mandatory charges that may apply at Chatrium Hotels (e.g., resort charges) will be excluded from the rate comparison.
    • The estimated value of value-added amenities (e.g.,free breakfast, late check out, free F&B coupon, early check in, etc.) offered as part of a Competing Rate will be excluded from the rate comparison, and will not be provided by Chatrium when honoring a lower rate.
    • Chatrium may deny claims where the difference between the Competing Rate and the rate on the Chatrium Website is less than one percent.
  • The Best Rate Guarantee does not apply to:
    • Unpublished or negotiated rates (e.g., wholesales rates that are sold in the B2C website, consortia rates, Private Sale rates, corporate discount rates, group rates, meeting rates, promotional rates from the undercut commission by OTA);
    • Rates requiring membership in a club or other organization, offered pursuant to direct mail or email solicitations, requiring discount codes or coupons, or otherwise not intended for the general public;
    • Package rates (e.g., rates that include a combination of a room and airfare, an overnight cruise, car rental);
    • Rates offered by, or on behalf of, unit owners or a home owners association for stays at Chatrium Hotels;
    • Rates offered by opaque providers (e.g., Hotwire, Priceline) that do not provide the name or location of the hotel until after a reservation has been made; and
    • Rates offered on on-request websites that do not provide immediate hotel confirmations (e.g., Asiawebdirect.com).
  • The Best Rate Guarantee does not apply to existing reservations that are not booked through a Chatrium Website, and Chatrium is not responsible for any fees associated with cancelling a reservation made through a different channel (e.g., a call center, a non-Chatrium website).
  • If a valid Best Rate Guarantee claim is submitted without an existing reservation, the individual making the valid claim will be contacted by Chatrium and must make a reservation in the manner communicated by Chatrium by the earlier of 24 hours from receipt of the communication or local check-in time at the relevant Chatrium Hotel. Failure to make a reservation in the required time period will invalidate the claim.
  • The Best Rate Guarantee will be suspended during times where the Chatrium Websites or certain rates are not available due to an outage, a technical issue or a circumstance beyond Chatrium’s reasonable control.
  • Chatrium has the sole right and discretion to determine the validity of any claim and will not review documentation provided by the individual submitting a claim as part of its validation process. Chatrium reserves the right to deny a claim, if it cannot independently verify the availability of a Competing Rate at the time it processes the claim.
  • Chatrium may at any time and without notice terminate or restrict a person’s ability to submit a claim under or otherwise benefit from the Best Rate Guarantee, if in its sole discretion Chatrium determines that such person has: (1) acted in a manner inconsistent with applicable laws or ordinances; (2) acted in a fraudulent or abusive manner, (3) submitted multiple invalid Best Rate Guarantee claims; (4) failed to stay at Chatrium Hotels after receiving approved Best Rate Guarantee Claims; or (5) breached any of these BRG Terms.
  • Any disputes arising out of or related to the Best Rate Guarantee or these BRG Terms shall be handled individually without any class action, and shall be governed by, construed and enforced in accordance with the laws of Thailand.

Void where prohibited by law. Chatrium reserves the right to amend, revise, supplement, suspend or discontinue the Best Rate Guarantee or these BRG Terms at any time in its sole discretion and without prior notice.