Best Rate Guarantee Frequently Asked Questions

What information do I need to submit a claim? 
You will need the information related to your stay (guest name, confirmation number, and arrival date), as well as the name of the competing room provider and the rate you have found. Please also provide your personal information (name and email address) so a customer care representative can get in touch with you.

Do I need to make a reservation in order to submit a claim?
Yes, you must have a valid reservation that has been booked directly with Atlantis, either via or Atlantis reservations on +971 4 426 0000

Do I need to submit a screenshot of the competing room provider showing the rate?
A screenshot is not necessary as an Atlantis, The Palm customer care representative will replicate the details you have provided on the claim form.

How do I submit a claim?
The claim form is available online at Simply complete all required fields and click the submit button.

How long do I have to wait until I hear back from Atlantis The Palm?
Claims will be verified and responded to within 24 hours of submitting the claim.

How will I know if my claim is verified?
An Atlantis, The Palm customer care representative will contact you. If your claim is valid you will receive an updated reservation confirmation.

If my reservation is pre-paid and I make a valid claim, when will I receive credit for the difference? 
At check-in, you will receive a resort credit to the value of your claim. This can be used in any food and beverage outlet in the hotel during your stay. If you do not utilise the resort credit, you will receive a refund within 30 business days.

How will Atlantis, The Palm determine if my claim is valid and the rates are quoted in different currencies?
Atlantis will convert the competing rate into AED using an online currency converter. Rates may vary between foreign exchange providers, therefore Atlantis, The Palm reserves the right to deny a claim if it feels the rate discrepancy is due to a variance in the currency conversion ratio.