Best Rate Promise

Terms & Conditions

For a claim to be valid under the Best Rate Promise, it must satisfy all of the terms and conditions listed below (the "Terms & Conditions"):

• A claim must be submitted within 24 hours after making the initial reservation through mandarinoriental.com and at least 48 hours before the scheduled arrival. The Best Rate Promise does not apply to any reservation made within 48 hours of arrival. The initial reservation means the original reservation made on our website and does not include modified or cancelled reservations.
• The Best Rate Promise does not apply to reservations booked through other websites. If a reservation was booked through another website, we are not responsible for any fees associated with the cancellation of that reservation.
• The Competing Rate (meaning the lower rate on another website) must be for the same hotel, room type (including but not limited to similar room size, bedding, views, and amenities), rate type, number of guests, dates, length of stay and rate rules (including but not limited to cancellation policies).
• The Competing Rate must be bookable on another website. Advertised or enquiry only rates do not qualify. The Best Rate Promise does not apply to rates found offline, negotiated corporate rates, group rates, rates requiring membership in a club or other organization, direct mail or email solicitations or other rates that are not available to the general public. We reserve the right to deny a claim if the availability of the Competing Rate cannot be independently verified at the time we process the claim.
• The Best Rate Promise does not apply to packaged rates. Packaged rates include Hotel accommodation sold as part of a travel package in which the Hotel does not provide all services (including but not limited to airfare and/or car rental) and Hotel accommodation sold with additional amenities (including but not limited to breakfast and/or Internet service).
• The Best Rate Promise does not apply to any reservation made which has Fans of M.O. benefits included.
• The Best Rate Promise does not apply to taxes, gratuities, or any additional charges or fees that may apply to your stay.
• If the Competing Rate is in a different currency from the rate booked on mandarinoriental.com, the Competing Rate will be converted into the same currency as the rate offered on our website using the exchange rate as published in www.xe.com in place at the time the initial reservation was made. Discrepancies may occur between the Mandarin Oriental rate and the Competing Rate due to differences in exchange rate sources.
• If the rate discrepancy is solely due to currency exchange calculations, we reserve the right to deny the claim.
• We may deny a claim where the difference between the rates is less than one Percent (1%).
• A claim can only be submitted via the online Best Rate Promise Claim Form on mandarinoriental.com. To submit a claim, fill out the required fields, check the box to agree to the Terms & Conditions, and click the submit button. Claim verification will be made within two (2) business days of receiving the claim.
• A claim will be accepted in all languages supported on mandarinoriental.com.
• We reserve the right in our sole discretion to determine the validity of any claim and whether it meets the Terms & Conditions. Any dispute arising out of or related to the Best Rate Promise and the Terms & Conditions must be brought against the Hotel at which the reservation was booked in the courts of the city in which the Hotel is located and is subject to its local law. Such dispute must be brought in a party's individual capacity, and not as a plaintiff or class member in any purported class or representative proceeding.
• To the extent permitted by law, we reserve the right to revise, amend, supplement, suspend or discontinue the Best Rate Promise at any time in our sole discretion and without prior notice. This will not affect claims which have already been submitted to us in accordance with the Terms & Conditions.