Best Rate Guarantee Terms and Conditions

Best Rate Guarantee

  1. When you book directly with Atlantis The Palm you will be assured that you are getting the best publicly available rate on the room of your choice.
  2. Book a room at Atlantis The Palm using any Atlantis The Palm reservation channels (either through or directly with the hotel).
  3. If within 24 hours of making your booking you find a lower rate on a different reservation channel (other than or directly with the hotel) for the same reservation dates, room type and cancellations conditions, submit a claim form.
  4. If the lower hotel rate you found qualifies, Atlantis The Palm will adjust your reservation to reflect the lower rate (subject to the following terms and conditions).

Terms and Conditions

  1. Atlantis The Palm guarantees that bookings through or directly with the hotel will have the best room rate (the "Best Rate Guarantee").
  2. For a claim to be valid under the Best Rate Guarantee, it must satisfy all of the terms and conditions herein (the "Terms and Conditions") and be submitted in compliance with the claims process set out below.
  3. One reservation must be made through or with the hotel directly.
  4. The Best Rate Guarantee does not apply to the following rate types:
  5. Rates which are not publicly available, such as corporate discount rates, group rates, meeting rates, rates requiring membership in a club or other organisation where the rates are targeted specifically toward a specific group of individuals and not intended for the general public, direct mail or electronic mail solicitations, or any rates requiring a code or coupon;
  6. Discount rates offered only to members of groups or individuals who meet previously specified criteria,
  7. Package rates being those including (a) hotel accommodation sold as part of a travel package, in which the property does not provide the extra services, including, but not limited to accommodation plus car rental and/or airfare, and/or (b) hotel accommodation sold with value added extras, including, but not limited to, free breakfast;
  8. Package or group add-on rates that extend the length of a stay;
  9. Rates negotiated for stays extending beyond 30 nights;
  10. Rates that are available on auction web sites;
  11. Rates available on opaque providers' web sites such as Priceline, Hotwire and Travelocity Top Secret Hotel that do not disclose the hotel brand, the name of the property, the precise location of the property or other specific information that may divulge the property's identity (e.g., facility name or restaurant name) until the reservation is completed; and/or
  12. Pre-paid rates that involve a voucher or other form of pre-paid certificate (including electronic vouchers and certificates).
  13. The Atlantis The Palm rate and the lower rate, room type and reservation dates (the "Competing Rate") must be found, and a completed claim form ("Claim Form") submitted, within 24 hours after the booking using an Atlantis The Palm reservation channel. The same cancellation and advance purchase policies, and other terms and conditions governing the rates must apply. The claim form is available on
  14. Atlantis The Palm will verify the Competing Rate within 24 hours of receiving your Claim Form and notify you of the results. Because the Claim Form must be processed before check-in, you must submit your claim at least 24 hours prior to check-in.
  15. When multiple rates for the same hotel, reservation dates, and room type are available you must reserve the lowest rate to be eligible for the Best Rate Guarantee.
  16. The Competing Rate must be book-able by the general public and be verifiable by the hotel. If the Competing Rate is offered through or the hotel directly, you must reserve that rate to qualify for the Best Rate Guarantee. Atlantis The Palm will not charge a cancellation fee. If the Competing Rate is reserved through a third party like an Online Travel Agency, Atlantis The Palm is not responsible for any fees or other costs incurred due to cancellation of a reservation.
  17. The Best Rate Guarantee does not apply to existing reservations booked through a competing room provider. If a reservation is booked through a competing room provider, Atlantis The Palm is not responsible for any fees associated with the cancellation of that reservation.
  18. Atlantis The Palm reserves the right to deny a claim if it cannot independently verify the availability of a Competing Rate at the time it processes the Claim Form.
  19. Rate comparison will be made net of any taxes, gratuities, or any other fees associated with the room rate, and the Competing Rate must still be available at the time Atlantis The Palm validates the claim. Rate disparities solely attributable to fluctuations and/or differences in currency exchange rates are excluded from the Best Rate Guarantee. In the event that the Competing Rate is in a different currency from the Atlantis The Palm rate, Atlantis The Palm will convert the Competing Rate into the same currency as the rate offered on the Atlantis The Palm channel. The currency exchange rate to be applied will be based on the exchange rate that would have been used by the applicable Atlantis The Palm channel at the time of making the original reservation. After converting the Competing Rate, Atlantis The Palm reserves the right to deny a claim where the Competing Rate appears lower than the Atlantis The Palm rate if it deems that the difference between the rates is due to, but not limited to, different currency exchange rates used by the two rate providers.
  20. When a Claim Form covers multiple nights, the rates will be compared for each night separately.
  21. For successful claims, upon checkout at Atlantis The Palm, you will be automatically charged the confirmed lower rate. If requested, you must present your email confirmation in respect of the Best Rate Guarantee to the front desk agent as validation for the lower rate. In the case of a fully prepaid rate booked through an Atlantis The Palm channel, Atlantis The Palm will refund the difference to your credit card, if applicable, within 30 business days of submitting your claim. If a pre-paid reservation is booked through a competing room provider, Atlantis The Palm is not responsible for any fees associated with the cancellation of that reservation.
  22. These Terms and Conditions are governed by the laws of the Emirate of Dubai and the federal laws of the United Arab Emirates applicable therein. The courts of Dubai shall have exclusive jurisdiction over any disputes arising out of or related to the Best Rate Guarantee or these Terms and Conditions.
  23. Void where prohibited by law. Atlantis The Palm reserves the right in its sole discretion to modify or cancel the Best Rate Guarantee, or to restrict its availability to any person at any time, for any or no reason, and without prior notice or liability to you. The failure by Atlantis The Palm to enforce any provisions of these Terms and Conditions shall not constitute a waiver of that provision.
  24. To make a claim under Atlantis The Palm’s Best Rate Guarantee please follow these instructions in filling out the Claim Form. For full details, please review the Best Rate Guarantee's terms and conditions ("Terms and Conditions").
  25. The Atlantis The Palm rate and the "Competing Rate" must be found, and a completed Claim Form submitted, within 24 hours and must be for the same hotel, room type and reservation dates. See Terms and Conditions for full details.
  26. The Claim Form indicates all the required information for your claim. You will need to provide Atlantis The Palm at least one reservation booked through the Atlantis The Palm Channel ( or with the hotel directly).
  27. If you found a lower rate through an Atlantis The Palm channel you must reserve the second reservation before completing this form.
  28. If you found your lower rate through a non- Atlantis The Palm Internet site, you do not need to make a second reservation, but you will need to provide the Web address where you saw the lower rate.
  29. Atlantis The Palm will contact you within 24 hours of submitting your claim.