Book Direct Benefits

Best Rate Guarantee Terms & Conditions

At Lancemore Hotels, we want you to feel confident that booking directly with us ensures the best available rate. We understand that third-party booking platforms may display our hotels without official partnerships, which is why our Best Rate Guarantee applies only to rates found on the following trusted websites:

• Agoda
• Booking.com
• Priceline
• Expedia-affiliated websites
• Wotif
• Hotels.com
• Mr & Mrs Smith
• Qantas
• Hopper
• RACV
• Trip.com

How It Works

1. Submitting a Claim
   If you find a better rate on an eligible website, submit a claim via email or phone at least 48 hours before your scheduled arrival. To process your claim, you must provide clear evidence, such as screenshots, showing the lower rate, including the hotel name, room type, dates, and booking details. Claims without sufficient documentation cannot be processed.
2. Price Matching Our Own Rates
   If you book directly with us and discover a lower publicly available rate on our website that matches your booking terms, let us know at least 48 hours before arrival. We will match the lower rate, and if you have prepaid, we will credit the difference for you to use during your stay. Claims must be made before your check-in date.
3. Eligible Websites
   Competing websites refer to any online platform other than the official Lancemore Group website: www.lancemore.com.au.
4. Comparison Criteria
   For the claim to be valid, the rate on the competing website must meet all of the following conditions:
   • Same Hotel Property
   • Same Room Category
   • Same Dates of Stay
   • Same booking requirements (e.g., prepayment, deposit, advance purchase)
   • Same cancellation and amendment policies
   • The rate must be bookable and capable of generating an official confirmation at the time of comparison.
5. Rate Eligibility
   Both the Lancemore rate and the competitor’s rate must reflect standard daily room prices without added packages, transportation, or other inclusions. The Best Rate Guarantee does not apply to price differences caused by currency exchange fluctuations or rounding variations.
6. Availability and Verification
   The rate on the competing website must be publicly available, viewable, and bookable at the time we verify the claim. If we are unable to confirm the availability of the competing rate, the claim will not be approved.
7. Final Decision
   Lancemore Group reserves the right to assess and validate all claims at its sole discretion. This includes determining whether a competing rate is legitimate and ensuring all criteria are met. In the event of any dispute, Lancemore Group's decision will be considered final. The Best Rate Guarantee terms may be amended or withdrawn at any time without prior notice.
8. Official Language
   While translations of these terms may be provided, the English version remains the definitive reference.

Exclusions from the Best Rate Guarantee

The Lancemore Group Best Rate Guarantee does not apply in the following cases:

1. Private, packaged, or promotional rates.
2. Unpublished or negotiated rates, including:
   • Rates for corporations, travel agencies, or associations.
   • Rates exclusively offered to select groups or organisations.
3. Rates not publicly accessible, including:
   • Group bookings, government discounts, or long-stay rates.
   • Rates listed on private mobile apps or closed-access platforms.
   • Prices on opaque or auction-style websites.
   • Rates requiring memberships or subscriptions.
   • Discounts linked to loyalty programs, member rewards, or exclusive privileges.
   • Last-minute deals or late check-in platforms.
   • Mobile-only rates or app-specific deals.
   • Special rates offered via online travel agent reward programs.

For any questions or to submit a claim, please visit lancemore.com.au.