Best Rate Guarantee

Terms and Conditions

At KLoé, we offer a Best Rate Guarantee, so guests booking via our website can feel secure
in the knowledge they are getting THE BEST rate available in the market.

The Best Rate Guarantee does not apply to existing reservations that are not booked
through our KLoé website, and KLoé is not responsible for any fees associated with
cancelling a reservation made through a different channel (e.g., a call centre, a non-KLoé
website online booking channel).

Should guests source a lower published rate online for the same room and booking terms
and conditions on the day of booking, we will match it. The guarantee applies to a lower
Internet rate with booking rules that are the same as the booking rules of KLoé’s website.

In the event of a multiple nights stay, the guarantee will compare total room cost of the
entire stay as booked on KLoé’s website with the total room cost of the entire stay found at
a lower Internet rate with similar booking conditions.

The Guarantee does not apply to the following rate types:

  • Rates that are not publicly available, such as negotiated corporate or group rates
  • Discount rates offered only to members of groups or individuals who meet previously
    specified criteria
  • Package rates that include the room and other components such as travel, car hire,
    entertainment, and/or non-breakfast meals
  • Package or group add-on rates that extend the length of stay
  • Rates negotiated for stays extending beyond 30 days
  • Rates that are available on auction websites
  • Rates available on websites that do not disclose the hotel brand until the reservation is
  • Pre-paid rates that involve a voucher (including electronic vouchers) for a
    hotel stay

We will compare the rates net of any taxes, gratuities or any other fees associated with the
room rate.

KLoé reserves the right to deny a claim, if it cannot independently verify the availability of a
Lower Rate at the time it processes the claim. The Lower Rate must be bookable on another
website. Advertised or inquiry only rates do not qualify.

In the unlikely event you should need to claim against this guarantee:

Forward your KLoé booking confirmation email with booking reference together with the
website address of where you found the lower rate (if possible please include a screen shot
of the room and rate) to

Claim should be made within 24 hours of your booking with us and we will investigate and
reply to you within one working day.