Supplemental Charges & Conversion
Our best rate promise does not apply to taxes, gratuities, or any additional resort or guest charges or fees that may apply at HMH hotels. In the case the lowest rate is found in a different currency, HMH reserves the right to use the currency conversion rate on our booking portal.
Multiple Night Stays
In the event of a multiple night stay, HMH best rate promise will compare the rates for the total stay. Multiple claims for a stay consisting of two or more consecutive nights at the same hotel will be treated respectively.
Opaque Websites, Corporate Rates, and Limited Time Offers
- The HMH best rate promise does not apply to any rates from opaque providers. A site is opaque if it does not divulge any of the following:
- a. The name of the property on which the available hotel room is located,
- b. the precise location of the property on which the available hotel room is located,
- c. the identity, brand or flag affiliation of the hotel that will provide such available room, and
- d. other specific information that may divulge the property's identity (e.g. exact property restaurant name).
- The HMH best rate promise does not apply to rates provided to closed groups offered by third party travel providers such as online travel agents. Closed groups include loyalty programmes, preferred customer programmes, and other programmes that require additional access for reduced rates.
- The HMH best rate promise does not apply to groups, negotiated, non-published rates, packages, third party Internet rates or rates requiring membership in a club where rates are not intended for the general public.
- The HMH best rate promise does not apply to package rates. Package rates include hotel packages sold with value added amenities, including, but not limited to, free breakfast and hotel parking. Packaged rates also include hotel accommodations sold as part of a travel package, in which the property does not provide the extra service, including, but not limited to, accommodation plus airfare and/or car rental and/or cruise, as offered on sites such as lastminute.com or Expedia.
- The HMH best rate promise does not apply to limited time offers or promotional rates or Member rate accross various channels that are not intended for the general public.
- HMH has the sole right and discretion to determine the validity of any best rate promise claim including, but not limited to, determining that the claim is for the same hotel, room type, dates, and that it meets all terms and conditions, and notification processing requirements.
Rate Restrictions
The HMH best rate promise applies to a "lower online rate" with rate restrictions that are substantially similar to the rate restrictions that can be booked with HMH hotels. Rate restrictions include, but are not limited to, advance purchase requirements, prepayment and deposit requirements, and cancellation and change policies.
Claim Window and Limitations
- The HMH hotels best rate promise form must be completed within 24 hours after making a reservation with HMH hotels and no later than 72 hours prior to the arrival date.
- The HMH hotels best rate promise does not apply to existing and confirmed reservations made prior to any such claim and does not apply to reservations that are not made by a consumer through HMH brand and hotels website.
- The HMH hotels best rate promise form is available by clicking here. To submit this form, fill out all the required fields and click the submit button. Additional documentation may be requested by the hotel in order to process your claim.
Hotel Response
- HMH pledges to respond to all best rate promise inquiries within 48 hours. Upon submitting your claim, you will also receive additional information regarding the processing of your claim.
- HMH will not respond to any inquiries for a best rate promise claim that is currently in progress. Our goal is to independently investigate all best rate guarantee claims and ensure that the lowest rate is provided to our guests.
- HMH will charge the guest the reservation rate at check-in. The difference between the lowest rate and reserved rate will be held for incidental charges during the stay. If no incidental charges are incurred during the stay, the difference will be adjusted during the check-out process.
Prepaid Rates
Not applicable in the case of a fully prepaid rate booked through HMH hotels. If a prepaid reservation is booked through another channel, HMH is not responsible for any fees associated with the cancellation of that reservation.
General
Void where prohibited by law. HMH hotels reserve the right to amend, revise, supplement, suspend or discontinue the HMH best rate promise at any time in its sole discretion and without prior notice.
