General terms of conditions
- Applicable rates / Exclusions
- Dates and length of the stay
- Sales conditions
- Handling of claims
- Application of the Guarantee
- Type of rooms
- Filing a claim
- Initial rate of the hotel
If you book a Sofitel hotel online at www.sofitel.com and find (within 24 hours) an equivalent offer on another website for the same hotel at a lower price excluding holiday taxes but including booking fees), we will honor the lower rate and give you a further reduction of 10%.
Application of the Guarantee
The Best Price Guarantee applies to reservations of Sofitel hotels made on the Internet site www.sofitel.com and for which a confirmation number has been issued to validate the reservation.
To submit a claim under the Best Price Guarantee, you must fill out the online claim form at www.sofitel.com.
Applicable rates / Exclusions
The Best Price Guarantee applies solely to Sofitel hotel room bookings, excluding the sale of rate packages/special offers (including an offer proposed at the hotel, transport services or any other service related to the room booking).
The rates covered by the Best Price Guarantee must be accessible to the public and available for reservation; expressly excluded are:
- group rates
- corporate rates
- rates granted to conferece and seminar organizers
- rates granted to holders of the Accor Favorite Guest card, the Accor Favorite Guest Ibis card, and the Accor Favorite Guest Corporate card
- rates granted to Accor partners and employees
- rates granted to Accor employess
Type of rooms
The Best Price Guarantee applies to an equivalent type of room as that which was booked on www.sofitel.com.
The equivalent type of room must be available and bookable on another Internet site at the time of claim verification by the Accor customer service.
Dates and length of the stay
The Best Price Guarantee applies to the same dates as the stay booked on www.sofitel.com.
For claims concerning a booking of two or more consecutive nights (at the same hotel), the Best Price Guarantee applies on the basis of the price per night and not on the total amount of the stay.
If the rate found on another Internet site is given in a currency different from that of the rate booked on www.sofitel.com, the Accor customer service will convert this rate into the same currency as the rate offered on the Internet site www.sofitel.com.
The exchange rate used will be the Accor exchange rate in effect on the website www.sofitel.com at the time of the initial reservation.
After the rate is converted, Accor reserves the right to refuse a claim, in particular if the difference between the rates is due to the fact that the two Internet sites use different currency exchange rates.
The sales conditions associated with the rate on another Internet site must be the same as the sales conditions of the rate booked on www.sofitel.com in order for the Best Price Guarantee to apply. This concerns in particular:
- prepayment and deposit requirements
- cancellation conditions
- conditions regarding modification of the reservation
Filing a claim
You can access the online claim form at www.sofitel.com. The mandatory fields on the claim form must be properly completed, and the required supporting documents must be attached to the claim. Claims that are incomplete or incorrect, or that include illegible or incomplete supporting documents, will not be processed.
A claim may be made within the 24 hours following the booking made on the www.sofitel.com website, as attested by the time on the reservation, and 72 hours before the scheduled arrival at the hotel. If the original booking was made within the 72 hours preceding the arrival at the hotel, the Best Price Guarantee does not apply.
Handling of claims
After verification by the customer service, the Best Price Guarantee will be granted if your claim meets all the conditions of application. The customer service will send you an e-mail giving you the confirmation number of your reservation as well as the new rate applicable to your reservation.
In the case of a prepaid reservation rate, the hotel will reimburse the difference in price on the credit card initially debited online.
If the claim does not meet the conditions of the Best Price Guarantee, the customer service will send you an e-mail stating that the Guarantee cannot be applied.
In the case that you wish to cancel the reservation made on www.sofitel.com, the sales conditions applicable are those stated in the sales conditions presented on the site.
Initial rate of the hotel
At your departure from the hotel, the rate confirmed by the customer service will be billed together with any other services not included in the reservation (restaurant, bar, etc.).
In the event that the rate was prepaid at the time of the booking, only the services not included in the reservation (restaurant, bar, etc.) will be billed at check-out.
Compliments Points will be credited to Accor loyalty card holders on the basis of the rate actually billed at the hotel.
Accor declines any responsibility regarding any expenses that may arise from canceling a reservation, for all reservations made on any Internet site other than www.sofitel.com.
Accor reserves the right to modify or terminate the Best Price Guarantee and the terms and conditions of this Guarantee at any time and without prior notice.