Terms and Conditions

1. Reservations must be made directly through www.centarahotelsresorts.com

2. For the Centara Best Available Rate and Competing Rate on other websites to be valid, it must be publicly available and bookable with instant confirmation on the internet with the same reservation applied to the same hotel, same date and period of stay, same room type and the same number of guests with the same view and room size and same board basis, both compared rates must be inclusive of service charges and all relevant government taxes and the same reservation rules and or other terms and conditions governing the rate such as cancellation, non-arrival, advanced purchase discount and last minute discount must apply.

3. The completed claim form must be submitted for verification within 24 hours of the reservation being made. A claim form may be rejected by Centara Hotels & Resorts if found incomplete or submitted in an unsupported language. Only one claim may be submitted and is eligible for a single stay. Each stay is defined as the total number of consecutive nights spent by the same guest or guests at the same participating hotel, without regard to whether a guest checks out and checks back into the participating hotel again.

4. The Centara Applicable rate and exclusion, Best Rate Guarantee applies solely to Centara hotel room bookings excluding package rate e.g., rates that include a combination of a room and airfare, an overnight cruise, car rental or any hotel stays sold as part of a total holiday package, all-inclusive packages including offers proposed at the hotel, transport services or any other service related to the room booking, bookings made via opaque providers or mystery deals such as websites where the name of the hotel is not provided until after the booking is made, rates offered on on-request websites that do not provide immediate hotel confirmations. A price of 1 (one) baht difference due to websites rounding up by various website providers due to different currencies does not qualify for Best Rate Guarantee. Rate disparities attributed to currency exchange fluctuations are excluded from the guarantee. Best Rate Guarantee exclusions are unpublished rates such as group rates, corporate rates or negotiated rates, conference and seminar rates, specific promotional offers with promotion codes, long-stay term rates beyond 7 consecutive days, auction website rates, any prepaid rate that involves discount codes, vouchers, online and offline coupons and certificates, member rates under CentaraThe1 Card programs, Centara’s Seeing is Believing Rate and Centara's Employee Rate.

5. Best Rate Guarantees do not apply to existing reservations that are not booked through the www.centarahotelsresorts.com website; any fees associated with cancelling a reservation made through a different channel are not the responsibility of Centra Hotels & Resorts.

6. Best Rate Guarantees will be suspended during times where the www.centarahotelsresorts.com website rates are not available due to an outage, a technical issue or a circumstance that is beyond Centara Hotels & Resorts’ reasonable control.

7. Centara may deny claims where the applicable Centara Hotels & Resorts Hotel will no longer be operating as a Centara Hotel on the date of the stay.

8. Centara Hotels & Resorts reserves sole, full 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. Centara Hotels & Resorts 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.

9. Centara Hotels & Resorts 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 Centara Hotels & Resorts determines that such person has the followings: submitted multiple invalid Best Rate Guarantee claims; acted in a manner inconsistent with applicable laws or ordinances and or acted in a fraudulent or abusive manner; fail to stay at Centara Hotels & Resorts Hotels after receiving approved Best Rate Guarantee Claims; breach 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.

10. Void where prohibited by law. Centara Hotels & Resorts reserves the right to amend, revise, supplement, suspend or discontinue the Best Rate Guarantee Terms and Conditions at any time in its sole discretion and without prior notice.

Verification Process and Claim Handling

1. Centara Hotels & Resorts will convert any competing rate offered in a different currency than the rate made available through the Centara Hotels & Resorts websites into the same currency as the rate offered on Centara Hotels & Resorts website. The exchange rate used will be the Centara Hotels & Resorts exchange rate in effect at the time of the initial reservation. Centara Hotels & Resorts reserves the right to refuse a claim if the exchange rates used by both websites are different. Differences in the currency exchange rates are excluded from the offer.

2. The following charges are included in rate comparisons: booking fees, extra adult fees, fees for children, rollaway charges.

3. The estimated value of value-added amenities such as free breakfast, tickets, gas coupons which may be offered as part of a competing rate will be excluded from the rate comparison, and will not be provided by Centara Hotels & Resorts when honoring a lower rate.

4. Centara Hotels & Resorts may deny claims where the difference between the Competing Rate and the rate on the Centara Hotels & Resorts website is less than one percent.

5. Online Claim Forms can be accessed on the www.centarahotelsresorts.com website. All required fields must be completed and the form validated. A completed online claim may be made within the 24 hours following the booking made. The claim submission must be processed before the guest checks in and 72 hours before the scheduled arrival at the hotel. If the original booking was made within the 72 hours preceding arrival at the hotel, the Best Rate Guarantee does not apply.

6. After the claim is verified, the Best Rate Guarantee will be granted if your claim meets all the conditions of the application. An email will be sent with the reservation confirmation number as well as the new applicable rate. Should the claim not meet the conditions of the Best Rate Guarantee, an email will be sent stating that the claim is invalid and the guarantee does not apply. In case of cancellation on the reservation made on the Centara Hotels & Resorts website, the terms and conditions of the sale, stated at the time of booking confirmation apply.

Best Rate Guaranteed Claim Process

Best Rate Guarantee claims must be submitted within 24 hours following your reservation. For last-minute bookings, please submit the Claim Form at least 72 hours before your arrival at the hotel. Please submit your request by sending an email to [email protected] will all the necessary details below:

• Title
• First Name
• Last Name
• Email address
• Hotel Name
• Arrival & Departure Date
• Room type
• Platform booked
• Screenshots showing the competing rates

We will respond to your claim within 72 hours during normal business hours (Monday to Friday, 8:30 am - 6:00 pm ICT – Indochina Time).