Dear Alex,
Global hotel companies tend to offer a “best price guarantee” on their websites. I always thought this meant that if you found a lower rate on another website, the cheaper price would be honoured.
I had to make a trip to Vietnam and planned to stay at the Sheraton Saigon Hotel and Towers [a member of Starwood Hotels]. Booking agent accomline.com quoted me a much lower rate than could Sheraton’s website starwoodhotels.com.
I contacted Sheraton about this discrepancy and wondered if it would honour its company’s price guarantee. But the hotel chain said it “couldn’t approve my claim because the competing rate that you have provided includes American breakfast”. Can you explain?
Steve Capper, Sydney, Australia
Alex replies:
I checked the room rate (for a single or double) at the Sheraton Saigon for a one-night midweek stay in early April. Rates varied hugely depending on whether I booked through accomline.com or starwoodhotels.com.
The only rate quoted by starwoodhotels.com was US$290 (£146) before tax or US$334 (£168) with tax, which did not include breakfast. Accomline.com had one rate of £126, which included tax as well as American breakfast.
Readers must note that these hotel guarantees are valid only when comparing rates on a like-for-like basis. A Starwood spokesperson said: “Our ‘best rate guarantee’ does not apply to rates that include additional services or amenities that are not provided by the hotel. These rates, called packaged rates, include extras [like breakfast] that are paid for by a third party, which in this case is accomline.com.”
However, price isn’t the sole issue here. Booking through starwoodhotels.com earns loyalty points, more freedom to make changes or cancel, and the chance of being allocated a nicer room.
