Rotana Best Rate Guarantee Terms and Conditions

Rotana Rewards Points

1. Rotana Rewards Points: (a) are non-transferable, (b) are valid for up to one year from the date of expiry of membership, and (c) do not have any monetary value.
2. Rotana Rewards Points and redemption of points for prizes and rewards is subject to the relevant laws and regulations.
3. Rotana Rewards general terms and conditions apply.

Supplemental Charges & Conversion Rates

Our best rate promise does not apply to taxes, gratuities, or any additional resort or guest charges or fees that may apply at Rotana hotels. In the case the lowest rate is found in a different currency, Rotana reserves the right to use the currency conversion rate on our booking portal.

Multiple Night Stays

In the event of a multiple night stay, Rotana 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 as one claim.

Opaque Websites, Corporate Rates, and Limited Time Offers

• The Rotana best rate promise does not apply to any rates from opaque providers including, but not limited to, Priceline.com or Hotwire.com. 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 Rotana 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 Rotana best rate promise does not apply to groups, negotiated, non-published rates, packages, third party Internet rates or rates requiring membership in a club such as AAA where rates are not intended for the general public.
• The Rotana 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.
• The Rotana best rate promise does not apply to limited time offers or promotional rates that are not intended for the general public. 
• Rotana 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 Rotana 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 Rotana 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 Rotana best rate promise form must be completed within 24 hours after making a reservation with Rotana hotels and 48 hours prior to the arrival date.
• The Rotana best rate promise does not apply to existing reservations made prior to 1st of February 2015 and does not apply to reservations that are not made by a consumer through Rotana hotels.
• 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

• Rotana 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.
• Rotana 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.
• Rotana 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

In the case of a fully prepaid rate booked through Rotana hotels, the difference will be refunded to your credit card, if applicable, within 30 business days of your online claim. If a prepaid reservation is booked through another channel, Rotana is not responsible for any fees associated with the cancellation of that reservation.

Rotana’s Best Rate promise might be subject to future changes in any of the aspects mentioned above.