ALWAYS OUR BEST REATES. GUARANTEED!

Just book through any YTL Hotels brand website or YTL Hotels Travel Centre.

Our Best Rates Guarantee assures you receive the best rates when you book directly with us. If you find a lower publicly available rate anywhere else, we will match that rate plus give you a complimentary room upgrade.

FAQS

What is the Best Rates Guarantee?
YTL Hotels offers the Best Available Rate on its property branded websites (Pangkor Laut Resort, Tanjong Jara Resort, Gaya Island Resort, Cameron Highlands Resort, The Majestic Malacca and Spa Village Resort Tembok, Bali). In the unlikely event that a lower rate at a YTL Hotels property is made available on a non-YTL Hotels website (the "Lower Rate"), upon its receipt of a claim that satisfies Best Rates Guarantee Terms & Conditions, YTL Hotels will match that Lower Rate and provide the individual that submitted the valid claim a complimentary room upgrade, subject to availability of the higher room category. The claim can only be made against "Same Accommodations" which means the same room type, at the same property, with the same dates and length of stay, same number of guests, same designation as either cancellable or non-cancellable, and the same terms and conditions governing the room rate. The Best Rates Guarantee is available only for exact matches.

Does the Best Rates Guarantee only apply to certain rates?
Yes. YTL Hotels' Best Rates Guarantee applies to published rates available to the general public. It does not apply to discount or negotiated rates not available to the general public, including but not limited to the following rates: membership, corporate, government, promotional, unpublished, employee, offline wholesale/FIT, pre-paid rates which may include a voucher (including electronic vouchers), group or other specially negotiated rates.

How do I submit a claim?
A claim must be submitted within 24 hours after making a reservation through the YTL Hotels Travel Centre or any one of our YTL Hotels properties listed above and at least 2 working days (Monday to Friday) prior to your arrival at the property. We will assess the claim within 2 working days of your submitting our Claim Form.

What is acceptable evidence of a lower rate?
YTL Hotels has the sole right and discretion to determine the validity of any claim and will not review documentation (e.g. screenshots) provided by the individual submitting a claim as part of its validation process. The Same Accommodations for which a claim is made against must be advertised and available to the general public for purchase at the Lower Rate when we validate your claim. YTL Hotels reserves the right to deny a claim, if it cannot independently verify the availability of the Lower Rate at the time it processes the claim.

Do I need to make a reservation in order to submit a claim?
Yes, you must have a confirmed Best Available Rate reservation made through the YTL Hotels Travel Centre or any one of our YTL Hotels properties listed above.

What happens with Best Rates Guarantee claims in the event of a technical issue?
The Best Rates Guarantee will be suspended during times where the YTL Hotels booking channel or certain rates are not available due to an outage, a technical issue or a circumstance beyond YTL Hotels' reasonable control.

What if I don't hear back from YTL Hotels after submitting my claim?
Any questions regarding claims should be directed to bestrates@ytlhotels.com.my

CLAIM FORM

STEP 1
You must have a confirmed Best Available Rate reservation made through the YTL Hotels Travel Centre or any one of our property branded websites listed on Terms & Conditions.

STEP 2
You must find a lower publicly available Best Available Rate on a non-YTL Hotels booking channel for the same room type, at the same property, with the same dates and length of stay, same number of guests, same designation as either cancellable or non-cancellable, and the same terms and conditions governing the room rate.

STEP 3
Complete and submit this Claim Form within 24 hours of making your original reservation and at least 2 working days (Monday to Friday) prior to your arrival at the property.

STEP 4
We will assess the claim within 2 working days of your submitting our Claim Form to ensure it meets our Terms & Conditions.

STEP 5
We will contact you with the status of your claim. Should your claim be valid, we will update your current reservation.

TERMS & CONDITIONS

The next time you book a room through a YTL Hotels booking channel, we guarantee that you will be offered the best possible rates. In the unlikely event you do find a cheaper rate elsewhere within 24 hours of your booking, we want you to let us know. If we are able to verify your claim within 48 hours, we will not only match the lower rate but we will give you a complimentary room upgrade, subject to the following terms and conditions:

1. You must have a confirmed Best Available Rate reservation made through the YTL Hotels Travel Centre or any one of our property branded websites as follows: Pangkor Laut Resort, Tanjong Jara Resort, Gaya Island Resort, Cameron Highlands Resort, The Majestic Malacca and Spa Village Resort Tembok, Bali
2. You must find a lower publicly available Best Available Rate ("Lower Rate") on a non-YTL Hotels booking channel (except for "opaque" websites e.g. Priceline.com, Hotwire.com) for the Same Accommodations. "Same Accommodations" means the same room type, at the same property, with the same dates and length of stay, same number of guests, same designation as either cancellable or non-cancellable, and the same terms and conditions governing the room rate. The Best Rates Guarantee is available only for exact matches.
3. You must submit your claim within 24 hours of making your original reservation and at least 2 working days (Monday to Friday) prior to your arrival at the property. We will assess the claim within 2 working days of your submitting our Claim Form.
4. The Same Accommodations must be advertised and available to the general public for purchase at the Lower Rate when we validate your claim. Once we verify the eligibility and availability of the lower rate, we will match that rate and provide a complimentary room upgrade, subject to availability of the higher room category. YTL Hotels will not accept screenshots or other purported evidence of a lower price that cannot be independently confirmed by YTL Hotels head office staff. Nor will YTL Hotels verify any request that it believes, in its sole discretion, is the result of a printing or other error or is made in bad faith or fraudulently.
5. You may only submit one claim for each stay. A "stay" means the total number of consecutive nights spent at the same hotel by the same guest or guests.
6. The Lower Rate must be in the same currency (and without reference to currency converters).
7. Rate comparisons will be made net of taxes, gratuities, service charges, early departure fees, or other fees and incidental charges.
8. YTL Hotels may deny claims where the difference between the Lower Rate and the rate on the YTL Hotels booking channel is less than one percent.
9. A Claim Form may be rejected by YTL Hotels if it is incomplete, is submitted in an unsupported language, or concerns a non- YTL Hotels website that is in an unsupported language.
10. The Best Rates Guarantee does not apply to existing reservations that are not booked through a YTL Hotels booking channel, and YTL Hotels is not responsible for any fees associated with cancelling a reservation made through a different channel (e.g. a call center, a travel agent, a non- YTL Hotels booking channel).
11. The Best Rates Guarantee will be suspended during times where the YTL Hotels booking channel or certain rates are not available due to an outage, a technical issue or a circumstance beyond YTL Hotels' reasonable control.
12. Unless prohibited by law, YTL Hotels reserves the right to modify or cancel this offer and the terms and conditions at any time in its sole discretion.
13. Our Guarantee does not apply to the following:
    • Reservations booked through a non-YTL Hotels booking channel.
    • Rates available on "opaque" websites where the hotel brand and specific hotel are not known until the booking is made (e.g. Priceline.com, Hotwire.com).
    • Rates offered on on-request websites that do not provide immediate hotel confirmations (e.g. Asiaweb).
    • Hotel packages or travel packages which may include hotel, airfare, car rental, food and beverage offers or other similar packages or amenities.
    • Discount or negotiated rates not available to the general public, including but not limited to the following rates: membership, corporate, government, promotional, unpublished, employee, offline wholesale/FIT, pre-paid rates which may include a voucher (including electronic vouchers), group or other specially negotiated rates.
    • Reservations made within 24 hours of arrival.
    • Taxes, gratuities, service charges, early departure fees, or other fees and incidental charges.
    • Rate disparities due to fluctuations, rounding, or differences in the currency exchange rates.