Book a room at a Jumeirah branded hotel using any of our reservation channels (Jumeirah.com, our worldwide reservation offices or directly with a Jumeirah hotel), and if within 24 hours of making your booking you find a lower price for the same hotel, room type and reservation dates, we will honour the lower rate and provide an additional 15% rate reduction. Terms & Conditions apply.
What information do I need to submit a claim?
The information related to the stay (arrival date, departure date, property name, number of guests, currency types), the competing room provider and rate, the Jumeirah branded site rate and your personal information (name and contact information).
Do I need to confirm a reservation directly with Jumeirah in order to submit a claim?
Yes. A reservation is required. Reservations can be made via Jumeirah.com, Jumeirah Central Reservations, or directly with the Jumeirah hotel.
Do I need to submit a screen shot of the external website?
No. Just submit the required information as listed within the claim form.
How do I submit a claim?
A claim submittal form is available online. To submit this claim form, fill out all the required fields and click the submit button.
How long until I hear back from Jumeirah regarding my claim?
You will hear back from Jumeirah within 48 hours.
How will I know when my claim is validated?
A Jumeirah Customer Care Advisor will contact you confirming whether your claim has been approved or not. If approved an updated confirmation letter will be sent to you.
Will I receive Jumeirah One points for my stay if my claim has been approved?
Yes, the number of Jumeirah One points to be awarded to Jumeirah One members will be based on the rate actually paid by you at checkout.
If my reservation is pre-paid and I make a valid claim against it, when will I receive a credit for the Best Price Guarantee difference?
Jumeirah will credit the difference to your guest account, which can then be used against incidental charges during your stay (food, beverages, spa etc.). Any remaining balance will then be refunded to your credit card within 30 business days after checkout.
How will Jumeirah determine if I have a valid claim if rates are quoted in difference currencies?
Jumeirah will convert the competing rate into the same rate as Jumeirah.com. Due to different currency conversion ratios used by different rate providers, it is possible that after converting the competing rate, it appears lower than the Jumeirah rate. Jumeirah reserves the right to deny a claim if it feels that the discrepancy in rates is due to the different currency conversions used.
What if I can book a particular room type through a competing travel provider, but not through Jumeirah?
This may be a valid claim. Please submit a claim using the claim form and a Jumeirah Customer Care Associate will evaluate it.
1. Best Rate Guarantee
1.1 When you book directly with Jumeirah you can be sure that you are getting the best publicly available rate on the room of your choice.
1.2 Book a room at a Jumeirah branded hotel using any Jumeirah reservation channel (either through www.jumeirah.com, one of Jumeirah's worldwide reservation offices or directly with a Jumeirah hotel) and if within 24 hours of making your booking you find a lower rate for the same hotel, room type and reservation dates, a claim form should be submitted.
1.3 If the lower hotel rate you found qualifies, Jumeirah will adjust your reservation to reflect the lower price and will give you an additional 15% off that rate (subject to the following terms and conditions).
2. Terms and Conditions
2.1 Jumeirah International LLC ("Jumeirah") guarantees that bookings through www.jumeirah.com, Jumeirah's worldwide reservations offices and hotels managed by Jumeirah under the "Jumeirah" brand (the "Jumeirah Channels") will have the best room rate for any Jumeirah branded hotel (the "Best Price Guarantee").
2.2 For a claim to be valid under the Best Price Guarantee, it must satisfy all of the terms and conditions herein (the "Terms and Conditions") and be submitted in compliance with the claims process set out below.
2.3 One reservation must be made through any of the Jumeirah Channels for one of Jumeirah's hotels.
2.4 The Best Price Guarantee does not apply to the following rate types:
a. rates which are not publicly available, such as corporate discount rates, group rates, meeting rates, rates requiring membership in a club or other organisation where the rates are targeted specifically toward a specific group of individuals and not intended for the general public, direct mail or electronic mail solicitations, or any rates requiring a code or coupon;
b. discount rates offered only to members of groups or individuals who meet previously specified criteria, including but not limited to Jumeirah One members;
c. package rates being those including (a) hotel accommodation sold as part of a travel package, in which the property does not provide the extra services, including, but not limited to accommodation plus car rental and/or airfare, and/or (b) hotel accommodation sold with value added extras, including, but not limited to, free breakfast;
d. package or group add-on rates that extend the length of a stay;
e. rates negotiated for stays extending beyond 30 nights;
f. Jumeirah Business Partner rates;
g. rates that are available on auction web sites;
h. rates available on opaque providers' web sites such as Priceline, Hotwire, Travelocity, Jetsetter and Voyage Prive that do not disclose the hotel brand, the name of the property, the precise location of the property or other specific information that may divulge the property's identity (e.g., facility name or restaurant name) until the reservation is completed; and/or
i. pre-paid rates that involve a voucher or other form of pre-paid certificate (including electronic vouchers and certificates).
2.5 The Jumeirah rate and the lower rate for the same hotel, room type and reservation dates (the "Competing Rate") must be found, and a completed claim form submitted, within 24 hours. The same cancellation and advance purchase policies, and other terms and conditions governing the rates must apply.
2.6 Jumeirah will verify the Competing Rate within 48 hours of receiving your claim form and notify you of the results. Because the claim form must be processed before check-in, you must submit your claim at least 24 hours prior to check-in. Should Jumeirah be unable to verify the Competing Rate for any reason, this Best Price Guarantee shall not apply.
2.7 When multiple rates for the same hotel, reservation dates, and room type are available through a Jumeirah Channel you must reserve the lowest rate to be eligible for the Best Price Guarantee.
2.8 The Competing Rate must be reservable by the general public (see excluded rate at 2.4 above) and be verifiable by Jumeirah. If the Competing Rate is offered through a Jumeirah Channel, you must reserve that rate to qualify for the Best Price Guarantee. Jumeirah will not charge a cancellation fee. If the Competing Rate is reserved through a non-Jumeirah channel, Jumeirah is not responsible for any fees or other costs incurred due to cancellation of a reservation.
2.9 The Best Price Guarantee does not apply to existing reservations booked through a competing room provider. If a reservation is booked through a competing room provider, Jumeirah is not responsible for any fees associated with the cancellation of that reservation.
2.10 Jumeirah reserves the right to deny a claim if it cannot independently verify the availability of a Competing Rate at the time it processes the claim form.
2.11 Rate comparison will be made net of any taxes, gratuities, or any other fees associated with the room rate, and the Competing Rate must still be available at the time Jumeirah validates the claim. Rate disparities solely attributable to fluctuations and/or differences in currency exchange rates are excluded from the Best Price Guarantee. In the event that the Competing Rate is in a different currency from the Jumeirah price, Jumeirah will convert the Competing Rate into the same currency as the price offered on the Jumeirah Channel. The currency exchange rate to be applied will be based on the exchange rate that would have been used by the applicable Jumeirah Channel at the time of making the original reservation. After converting the Competing Rate, Jumeirah reserves the right to deny a claim where the Competing Rate appears lower than the Jumeirah price if it deems that the difference between the rates is due to, but not limited to, different currency exchange rates used by the two rate providers.
2.12 The number of Jumeirah One points awarded for stays by loyalty members (including but not limited to Jumeirah One members) which benefit from this Best Price Guarantee will be based on the rate actually paid by the guest at checkout.
2.13 If a qualifying reservation was booked via a travel agency, the commission will be based on the rate paid by the guest at checkout.
2.14 For successful claims, upon checkout at the Jumeirah hotel, you will be automatically charged the confirmed lower rate. If requested, you must present your email confirmation in respect of the Best Price Guarantee to the front desk agent as validation for the lower rate. In the case of a fully prepaid rate booked through a Jumeirah Channel, Jumeirah will refund the difference to your credit card, if applicable, within 30 business days of submitting your claim. If a pre-paid reservation is booked through a competing room provider, Jumeirah is not responsible for any fees associated with the cancellation of that reservation.
2.15 In the case of a fully pre-paid rate booked through a Jumeirah Channel, Jumeirah will credit the difference to your guest folio which can be used for incidental charges (food, beverages, spa, telephone, etc.). Any remaining balance will be refunded to your credit card within 30 business days after checkout. If a pre-paid reservation is booked through a competing room provider, Jumeirah is not responsible for any fees associated with the cancellation of that reservation.
2.16 These Terms and Conditions are governed by the laws of the Emirate of Dubai and the federal laws of the United Arab Emirates applicable therein. The courts of Dubai shall have exclusive jurisdiction over any disputes arising out of or related to the Best Price Guarantee or these Terms and Conditions.
2.17 Void where prohibited by law. Jumeirah reserves the right to modify or cancel the Best Price Guarantee at any time without prior notice.
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