Always Our Best Rates. Guaranteed!
Just book through any YTL Hotels brand website or YTL Hotels Travel Centre.
Our Best Rates Guarantee assures you receive the best rates when you book directly with us. If you find a lower publicly available rate anywhere else, we will match that rate plus give you a complimentary room upgrade.
- What is the Best Rates Guarantee?
YTL Hotels offers the Best Available Rate on its property branded websites (Pangkor Laut Resort, Tanjong Jara Resort, Gaya Island Resort, Cameron Highlands Resort, The Majestic Malacca and Spa Village Resort Tembok, Bali). In the unlikely event that a lower rate at a YTL Hotels property is made available on a non-YTL Hotels website (the "Lower Rate"), upon its receipt of a claim that satisfies Best Rates Guarantee Terms & Conditions, YTL Hotels will match that Lower Rate and provide the individual that submitted the valid claim a complimentary room upgrade, subject to availability of the higher room category. The claim can only be made against "Same Accommodations" which means the same room type, at the same property, with the same dates and length of stay, same number of guests, same designation as either cancellable or non-cancellable, and the same terms and conditions governing the room rate. The Best Rates Guarantee is available only for exact matches.
- Does the Best Rates Guarantee only apply to certain rates?
Yes. YTL Hotels' Best Rates Guarantee applies to published rates available to the general public. It does not apply to discount or negotiated rates not available to the general public, including but not limited to the following rates: membership, corporate, government, promotional, unpublished, employee, offline wholesale/FIT, pre-paid rates which may include a voucher (including electronic vouchers), group or other specially negotiated rates.
- How do I submit a claim?
A claim must be submitted within 24 hours after making a reservation through the YTL Hotels Travel Centre or any one of our YTL Hotels properties listed above and at least 2 working days (Monday to Friday) prior to your arrival at the property. We will assess the claim within 2 working days of your submitting our Claim Form.
- What is acceptable evidence of a lower rate?
YTL Hotels has the sole right and discretion to determine the validity of any claim and will not review documentation (e.g. screenshots) provided by the individual submitting a claim as part of its validation process. The Same Accommodations for which a claim is made against must be advertised and available to the general public for purchase at the Lower Rate when we validate your claim. YTL Hotels reserves the right to deny a claim, if it cannot independently verify the availability of the Lower Rate at the time it processes the claim.
- Do I need to make a reservation in order to submit a claim?
Yes, you must have a confirmed Best Available Rate reservation made through the YTL Hotels Travel Centre or any one of our YTL Hotels properties listed above.
- What happens with Best Rates Guarantee claims in the event of a technical issue?
The Best Rates Guarantee will be suspended during times where the YTL Hotels booking channel or certain rates are not available due to an outage, a technical issue or a circumstance beyond YTL Hotels' reasonable control.
- What if I don't hear back from YTL Hotels after submitting my claim?
Any questions regarding claims should be directed to firstname.lastname@example.org