FAQs about the Best Available Rate guarantee

Does the guarantee apply to channels other than www.moevenpick-hotels.com, the rates quoted by the Central Reservation Offices and the hotels themselves?
No. Mövenpick Hotels & Resorts does not extend the guarantee to cover rates found on channels other than www.moevenpick-hotels.com, through the Central Reservation Offices and the Mövenpick Hotels & Resorts' properties themselves.

How does the guarantee work?
It's simple. Please book your room through www.moevenpick-hotels.com, the Central Reservation Offices or directly with the hotel. We guarantee that there is no better offer within the next 24 hours for a reservation with the same conditions, inclusions and booking terms.

If you find a better rate, you can submit a claim for the guarantee to apply. For more details on when the guarantee applies, please see our Terms and Conditions.

How can I submit a claim?
You can submit a claim via reservation.support(at)moevenpick.com.

I saw a lower rate on another website, but could not make a booking. I was asked to send a request to the hotel instead. Does this qualify for a claim?
No. The guarantee does apply only to sites with online-booking facilities. It does not apply to "booking-request"-sites.

I made a reservation on www.moevenpick-hotels.com and was quoted a lower rate when I called the Mövenpick hotel directly. Does this qualify for a claim?
Yes. In this case, you must make a second booking within 24 hours and include both confirmation numbers in your claim. In case the claim is valid and verified, Mövenpick Hotels & Resorts will cancel the booking at the higher rate at no charge and adopt the lower rate accordingly. If the claim cannot be verified, Mövenpick Hotels & Resorts will cancel the second booking at no charge.

I made a reservation on www.moevenpick-hotels.com and later I found a lower rate on a non-Mövenpick internet site. Does this qualify for a claim?
Yes. In this case, you should not make a second booking. In order to claim the guarantee you just have to provide sufficient information such as the name of the Channel (URL), and, if possible, send a copy/screen-shot of the website. Please note that Mövenpick Hotels & Resorts is not responsible for any cancellation charges in this case.

I booked a travel package and an "extend your stay" offer. Later I found a different rate on www.moevenpick-hotels.com. Does this qualify for a claim?
No. The guarantee applies only to offers at the same conditions. In this particular case you were offered a special rate only in combination with a package already booked.

Do I always have to book the lowest rate available to get the guarantee?
No. We will compare qualifying offers, i.e. we guarantee for rates for the same reservation details (hotel, arrival date, number of guests, length of stay, room type etc), the same inclusions (VAT, service charges, breakfast or other food and beverage items, etc.) and the same booking conditions (advance purchase, payment or cancellation policies etc.). Please see the Terms and Conditions for more details.

I made a second booking in order to claim the guarantee. Does Mövenpick Hotels & Resorts pay applicable cancellation charges?

That depends. If you found the comparison rate on a Mövenpick Hotels & Resorts channel (www.moevenpick-hotels.com, through Central Reservation Offices (toll-free numbers) or directly at the hotel), you must reserve this too so that the guarantee applies (confirmed reservation and confirmation number). In case the claim is valid and verified, Mövenpick Hotels & Resorts will cancel the booking at the higher rate at no charge and adopt the lower rate accordingly. If the claim cannot be verified, Mövenpick Hotels & Resorts will cancel the second booking at no charge.

However, if you found the comparison rate on another booking channel, other than the ones mentioned above, you should not make a second booking. In order to claim the guarantee, you just have to provide information about the name of the channel (URL), and if possible, send a copy/screen-shot of the website. Please note that Mövenpick Hotels & Resorts is not responsible for, and will not cover any cancellation charges in this case.

What happens after I submit a claim?

The Mövenpick Hotels & Resorts Corporate Distribution Team will verify the claim with the information you provide, and then take the necessary steps according to our Best Rate Guarantee terms and conditions. You will be informed of our findings as soon as possible.

I made a reservation on a non-Mövenpick Hotels & Resorts website and later found a better rate. Does this qualify for a claim?
No. Mövenpick Hotels & Resorts does not guarantee for rates found through channels other than www.moevenpick-hotels.com, the Central Reservation Offices and the Mövenpick Hotels & Resorts properties themselves.

How will rates in different currencies be compared?
Mövenpick Hotels and Resorts will convert the rates found into the currency of the rate that applies on www.moevenpick-hotels.com for that hotel. Should we feel the rate difference is only due to different conversion ratios used, the claim will be denied.

Do I need to submit a screenshot of the comparison site?
Not necessarily, but any additional information helps us to verify your claim.

Do I always need to make a second reservation in order to qualify for a claim?
No. Do not make a booking if the lower comparison rate is found on a non-Mövenpick Hotels & Resorts booking channel. Please provide details (site name, URL) of the site, and, if you can, please provide a screenshot.

How long does it take to validate my claim?
We will verify your claim within 24 hours of receiving it, Mondays to Fridays, 08.00 - 17.00 CET.

How will I know that my claim is validated or not?

Mövenpick Hotels & Resorts will contact you accordingly.