Best Rate Guarantee
We are pleased to guarantee the best online rate when you book directly with Soneva.com. Book your stay directly with us and enjoy complimentary breakfast plus a complimentary “experience of the month” for all guests.
*Experiences are subject to availability and should be booked early to avoid disappointment.
Step 1. If within 24 hours of a confirmed reservation with Soneva made on soneva.com, you find a lower rate for the same hotel, room type, inclusions, stay dates, discounts and payment conditions, please contact the relevant email address from the list below to make your claim. All claims must be made within 24 hours of the original booking and at least 24 hours prior to the standard check-in time of the hotel.
Step 2. Your claim should be supported by the URL where the lower rate was found and a screen shot which clearly displays the date of stay, room type, same hotel, inclusions and payment conditions of the lower rate offering on the competing website. Please include your contact information (name, email and phone number).
Step 3. If we are able to verify that the lower rate found qualifies for the Best Rate Guarantee, and all other terms and conditions are met, Soneva will price match the room for the rest of your stay.
Terms and Condition
Soneva guarantees the best online rate on soneva.com based on the following terms and conditions:
- Your original booking must have been made through soneva.com.
- The lower rate must be found and the claim submitted by email within 24 hours of the original booking and at least 24 hours prior to the standard check-in time at the hotel. If the original booking was made within 24 hours of arrival, the Best Rate Guarantee is not applicable.
- The Best Rate Guarantee only applies to published rates available to the general public online, which can be found and booked immediately without any kind of restriction or payment restrictions.
- The lower rate found must be for exactly the same booking criteria – the same hotel, the same room type, same inclusions, the same stay dates, same number of guests, the same rate description and, if applicable, the same promotion. The cancellation and advance purchase policy and all other terms and conditions of the stay must also be identical. If the claim refers to a reservation consisting of several nights’ accommodation, the average rate for each night will be compared to the average rate for each night, for an identical reservation, using the website where the lower rate is found.
- Soneva will verify the lower rate claim and respond within two working days of the claim being made. *Claims will be processed from Monday to Friday, between 9am to 5pm, at the hotel’s local time.
- The rate comparison will be made net of any taxes, gratuities or any other fees or charges associated with the room rate, and the lower rate must still be available at the time the hotel validates the claim.
- The Best Rate Guarantee is void where prohibited by law. Soneva reserves the right to modify or cancel its Best Rate Guarantee policy at any time in its sole discretion and without prior notice.
- Soneva has the sole right and discretion to determine the validity of any claim, including without limitation, determining that the lower rate found is genuinely available and that the claim meets all terms and conditions. In case of dispute, Soneva’ decision is final.
- In the case of a fully prepaid rate booked through Soneva.com, Soneva will refund the difference to your credit card, if applicable, within 30 business days of submitting your claim. Soneva is not responsible for any fees associated with cancelling a reservation made through a different channel.
- Best Rate Guarantee will be suspended during times where Soneva.com or certain rates are not available due to an outage, a technical issue or a circumstance beyond Soneva’s reasonable control.
- The Best Rate Guarantee does not apply to rates found offline, negotiated corporate rates, group or MICE rates, opaque provider rates or rates requiring membership in a club or other organization, governmental rates, direct mail or email solicitations, rates offered by providers that do not supply the name or location of the hotel until after a reservation has been made 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 of processing the claim.
- The Best Rate Guarantee does not apply to packaged rates. Packaged rates include Hotel accommodations 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, tours etc.) and Hotel accommodations sold with additional amenities.
- Soneva may deny a claim where the difference between the rates is less than 1%.
- If the Competing Rate is in a different currency from the rate booked on Soneva.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.comin place at the time the initial reservation was made. Discrepancies may occur between Soneva’ rate and the Competing Rate due to differences in exchange rate sources. If the rate discrepancy is solely due to exchange rate fluctuations, we reserve the right to deny the claim.