FREQUENTLY ASKED QUESTIONS

WHAT IS THE BEST RATE GUARANTEE?

In the unlikely event that a lower rate at a Gateway Hotel is made available on a non-Gateway website or non-Gateway mobile application (the "Competing Rate"), upon receipt of a claim that satisfies the BRG Terms, Gateway will honour that Competing Rate and provide the individual who submitted the valid claim one of the following rewards: an additional 10% discount off the Competing Rate per room per night for the same rate plan, occupancy, room type and dates. For complete details, please see the Gateway Program Terms.

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Frequently Asked Questions:

DOES THE BEST RATE GUARANTEE ONLY APPLY TO CERTAIN RATES?

Yes. IHCL Hotels Best Rate Guarantee applies to standard rates available to the public on online channels. It does not apply to group or contracted rates, packaged or opaque rates, and any qualified members rates such as NEU Pass, AAA, AARP or government rates. For complete details, please see the BRG Terms.

HOW DO I SUBMIT A BEST RATE GUARANTEE CLAIM?

A Best Rate claim must be submitted within 24 hours after making a reservation for IHCL hotels through the IHCL brand Website, and at least 48 hours before the standard check-in time at the applicable hotel. You must submit a Best Rate Guarantee claim form to the IHCL Customer Service Center with the screenshot of the final reservation page with complete details to claim the BRG. Sample screenshot below: portal-icon

WHAT IS ACCEPTABLE EVIDENCE OF A LOWER COMPETING RATE?

IHCL Hotels has the sole 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. IHCL Hotels reserves the right to deny a Best Rate Guarantee claim, if it cannot independently verify the availability of a Competing Rate at the time it processes the claim.

WHICH ARE THE PARTICIPATING HOTELS FOR BEST RATE GUARANTEE?

All hotels across the IHCL Group are participating in Best Rate Guarantee.

DO I NEED TO MAKE A RESERVATION IN ORDER TO SUBMIT A BEST RATE GUARANTEE CLAIM?

Yes. A valid reservation at an IHCL hotels that is booked through a IHCLbrand Website is required tosubmit a Best Rate Guarantee Claim. The Best Rate Guarantee only applies to reservations booked at a similar rate plan, occupancy, room type and dates available rate available at the IHCLbrand Website at the time of booking.

IF MY RESERVATION IS PRE-PAID AND I MAKE A VALID BEST RATE GUARANTEE CLAIM AGAINST IT, WHEN WILL I RECEIVE A CREDIT FOR THE BEST RATE GUARANTEE RATE DIFFERENCE?

In the case of a fully prepaid rate at a IHCL Hotels booked through a IHCLbrand Website, IHCL Hotels will refund the difference amount, if applicable, within 30 business days of submitting your claim. If a pre-paid reservation is booked through a third party, you will not be eligible for a Best Rate Guarantee reward and IHCL Hotels is not responsible for any fees associated with the cancellation of that reservation.

WHAT HAPPENS WITH BEST RATE GUARANTEE CLAIM IN THE EVENT OF A TECHNICAL ISSUE?

The Best Rate Guarantee will be suspended during times where the IHCLbrand Websites or certain rates are not available due to an outage, a technical issue or a circumstance beyond IHCL Hotels’ reasonable control.

WHAT IF I DON'T HEAR BACK FROM THE CUSTOMER SERVICE CENTER AFTER SUBMITTING MY BEST RATE GURANTEE CLAIM?

Any questions regarding claims should be directed to taj.direct@tajhotels.com

I MADE A BOOKING FOR THREE NIGHTS STAY ON A TRAVEL SITE WILL I BE ELIGIBLE FOR THE BEST RATE GURANTEE?

No, only a reservation made on the IHCLbrand website will be eligible for the Best Rate Guarantee.

WHAT IF I FIND A BETTER PRICE FOR MY TAJ BOOKING ON A TRAVEL WEBSITE A WEEK AFTER MAKING THE BOOKING? WILL THE BEST RATE GURANTEE BE APLLICABLE TO ME?

No, our offer stands only on claim forms submitted 24 hours after making the initial reservation and at least 48 hours before arrival.

IF I FIND A BEST RATE FOR A ROOM THAT IS ONLY SLIGHTLY DIFFERENT TO THE ONE OF MY RESERVATION, CAN I AVAIL OF THE BEST RATE GUARANTEE?

No, Best Rate Guarantee only applies to competing rates for the same hotel, room type, rate type, number of guests, dates and length of stay.

I REALIZED THAT A HOLIDAY PACKAGE THAT I AM INTERESTED IN WORKS OUT TO BE CHEAPER THAN THE TAJ WEBSITE ADVERTISES, WILL I QUALIFY THE BEST RATE GUARANTEE?

The Best rate guarantee does not apply to package rates.

ARE TAXES SERVICE CHARGES AND OTHER ADDITIONAL COSTS INCLUDED IN THE BEST RATE GUARANTEE?

The Best Rate Guarantee does not include taxes, gratuities, or any additional charges or fees that may apply to your stay.

I PAID FOR MY BOOKING IN RUPEES THROUGH THE IHCL BRAND WEBSITE HOWEVER AFTER A LITTLE RESEARCH I FOUND AN ONLINE TRAVEL AGENCY WITH SLIGHTLY BETTER RATES BOOKINGS MADE IN DOLLAR?

If the rate discrepancy is solely due to currency exchange calculations, we reserve the right to deny the claim.

IF I MAKE A CLAIM, WOULD LIKE TO KNOW IF THERE IS A CHANCE THAT MY CLAIM MIGHT BE DENIED?

We have the discretion to deny any claim which does not qualify the criteria and where the difference between the rates is less than one percent (1%).

IF I NEED TO MAKE A CLAIM HOW AND WHERE CAN IT BE SUBMITTED?

A claim can only be submitted via the online Best Rate Guarantee Claim Form on the IHCL brand website. To submit a claim, fill out the required fields, check the box to agree to the Terms & Conditions, and click the submit button and we will have it verified within two working days.

WHO RESERVES THE RIGHT TO DETERMINE THE VALIDITY OF A CLAIM?

We reserve the right in our sole discretion to determine the validity of any claim and whether it meets the Terms & Conditions.

WHAT IF I CAN SEE A LOWER RATE ON TRIP ADVISOR/ TRIVAGO OR SIMILAR SITE ON THE FRONT END?

Please click on the site in which Trip Advisor is displaying a lower rate, in case you are able to view the lower rate in the final screen as well, please capture that screenshot and send it in your BRG claim.

WHAT IF I CAN SEE AN INCLUSION LIKE “15% DISCOUNT ON SPA” BEING OFFERED ON ANOTHER WEBSITE FOR A SAME STAY DATES, PRICE AND ROOM TYPE?

A different inclusion qualifies as a package on the competing site; however, you are free to put a BRG claim. In this case IHCL will match the inclusions of the competing site for the same rate, room type and stay dates, however it will not give a discount or gift card as it is not a valid BRG claim.