General conditions

Pour demander l'application de la Garantie du meilleur prix, merci de compléter le formulaire de réclamation ci-dessous.(* Informations obligatoires)

Definition

If you book an AccorHotels hotel-online at any AccorHotels website (or mobile application) and within 24 hours find an equivalent offer on another website for the same hotel with the same room category being offered at a lower price (excluding local taxes but including booking fees), we will honor the lower rate and give you a further reduction of 10%.

Guarantee Application

The Best Price Guarantee applies to reservations Sofitel, Pullman, Mgallery, Grand Mercure, The Sebel, Novotel, Suite Novotel, Mercure, Adagio, Adagio Access, ibis, ibis Styles, ibis budget, HotelF1, Orbis hotels made on the Internet On one of AccorHotels web sites : www.accorhotels.com , www.sofitel.com , www.pullmanhotels.com , www.mgallery.com , www.grandmercure.com , www.thesebel.com , www.novotel.com , www.SuiteNovotel.com, www.mercure.com, www.adagio-city.com, www.ibis.com, www.hotelf1.com, www.orbis.pl, or on any mobile version, or on the AccorHotels.com mobile application and for which a confirmation number has been issued to validate the reservation.

To submit a claim under the Best Price Guarantee, you must complete the online claim form from the AccorHotels website.


Applicable rates / Exclusions

The Best Price Guarantee applies solely to hotel room bookings of Sofitel, Pullman, MGallery, Grand Mercure, The Sebel, Novotel, Suite Novotel, Mercure, Adagio, Adagio Access, ibis, ibis Styles, ibis budget, Hotelf1 or Orbis hotels , excluding the sale of all-inclusive packages (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 general public and available for reservation; expressly excluded are:

- group rates
- corporate rates
- conference and seminar rates
- specific promotional offers granting an additional discount after the booking is made (i.e. promotional codes supplied further to the registration in a newsletter)
- members rate under AccorHotels's loyalty programs such as the Accor Favorite Guest Business, la carte ibis and Accor Advantage Plus.
- rates granted to AccorHotels partners and their employees
- rates granted to AccorHotels employees
- rates offered by opaque inventory sources (i.e. Hotwire and Priceline) who only specify the hotel name or location once the booking has been made.
Likewise, Le Club AccorHotels Rewards hotel vouchers cannot be used to reduce published rates with a view to make a claim.

The Best Rate Guarantee does not apply to websites requiring membership, online memberships or programmes requiring a password or login to consult hotel rates and room availability. This includes all memberships and all programmes where membership is not automatic, plus (i) those which require consumers to "register” to become members; (ii) any online interface or mobile interface used by members and protected by a password; and (iii) where it is necessary for consumers to have completed a customer profile.


Type of rooms

The Best Price Guarantee applies to the same room category as booked on AccorHotels websites.

The room category claimed for must be available and bookable on another website at the time of verification by the AccorHotels customer service department.


Dates and length of the stay


The Best Price Guarantee applies to the same dates as booked on AccorHotels Internet sites. 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.

Currency

If the rate found on another Internet site is given in a currency different from that of the rate booked on AccorHotels Internet sites, the AccorHotels customer service department will convert this rate into the same currency as the rate offered on AccorHotels Internet sites.

The exchange rate used will be the AccorHotels exchange rate in effect on AccorHotels Internet sites at the time of the initial reservation.

AccorHotels reserves the right to refuse a claim, if the exchange rates used by both websites are different. Differences in the currency exchange rates are excluded from the offer.

Price differences due to fluctuations, rounded figures or related to differences in the currency’s exchange rate will not be taken into account for the Best Rate Guarantee.


Sales of conditions

The sales conditions associated with the rate on another Internet site must be the same as the sales conditions of the rate booked on AccorHotels Internet sites 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


Fill in the claim form



The online claim form can be accessed on any AccorHotels Internet site. 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 completed claim may be made within the 24 hours following the booking made on any AccorHotels Internet site, as attested by the time on the booking confirmation, 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.


Claim Handling



After verification by the customer service department, the Best Price Guarantee will be granted if your claim meets all the conditions of application. The customer service department will send an e-mail with the reservation confirmation number as well as the new rate applicable.

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 department will send you an e-mail stating that the Guarantee cannot be applied.

Should you wish to cancel the reservation made on AccorHotels Internet sites, the sales conditions applicable are those stated in the sales conditions presented on the site.


Payment at the hotel

Upon departure from the hotel, the rate confirmed by the customer service department 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.

Liability



AccorHotels declines any responsibility regarding any expenses that may arise from canceling a reservation, for all reservations made on any Internet site other than any AccorHotels Internet site.

AccorHotels reserves the right to modify or terminate the Best Price Guarantee and its terms and conditions of this Guarantee at any time and without prior notice.