The Sutton Place Hotel Group guarantees that The Sutton Place Hotels’ website will have the best room rate compared to any other competing website. For a claim to be valid under this Best Rates Guaranteed, it must satisfy all of the terms and conditions herein (the “Terms and Conditions”) and be submitted in compliance with the claims processing procedures set forth below.
Subject to compliance with all Best Rates Guaranteed terms and conditions, if you find and advise The Sutton Place Hotels of a currently available lower, published, available room rate for the same Sutton Place Hotel, for the same room type and bed type, and for the same dates and number of guests (the “Competing Rate”), at the same time you make a reservation on The Sutton Place Hotels website, we will honor the Competing Rate, along with your choice of one Best Rates Guaranteed reward. The best rates guaranteed rewards available are (1) an additional ten percent (10%) discount off the Competing Rate, or (2) 500 Sutton Prestige Program points. For full terms and conditions of the Sutton Prestige Program, click here.
The Sutton Best Rates Guaranteed does not apply to taxes, gratuities, or any additional resort or guest charges or fees that may apply at The Sutton Place Hotels.
Additional Room Types
The Sutton Best Rates Guaranteed applies to a competing room type that is substantially similar to a room type that can be booked on The Sutton Place Hotels website. Competing room types have features that include, but are not limited to, similar views, amenities, bedding, and room size as determined by The Sutton Place Hotel in its sole discretion (“Competing Room”). If the The Sutton Place Hotels website do not have a substantially similar room type to the Competing Room, The Sutton Place Hotels, in its sole discretion, may honor the rate for the Competing Room with applicable rate limitations, plus a Best Rates Guaranteed Reward, provided such claim meets all other Terms and Conditions.
In the event that the Competing Rate is in a different currency from the The Sutton Place Hotels rate, the Administrator will convert the Competing Rate into the same currency as the rate offered on the The Sutton Place Hotels website. The currency exchange rate to be applied will be based on the exchange rate that would have been used by the applicable Sutton Place Hotel at the time of making the original reservation. After converting the Competing Rate, The Sutton Place Hotels reserves the right to deny a claim where the Competing Rate appears lower than the The Sutton Place Hotels 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.
Multiple Night Stay
• In the event of a multiple night stay, the Sutton Best Rates Guaranteed will compare the total room cost of the stay as booked at The Sutton Place Hotels Rate with the total room cost of the stay booked at a Competing Rate and only one Sutton Best Rates Guaranteed Reward will apply.
• Multiple claims for a stay consisting of two or more consecutive nights at the same hotel will be treated as one claim for one stay and the Sutton Best Rate Guarantee will be applied to that one stay.
The Sutton Best Rates Guaranteed does not apply to any rates from opaque providers including, but not limited to, Priceline.com or Hotwire.com. An opaque provider is any entity or service that prevents the buyer from obtaining information relating to available hotel rooms until after the buyer has guaranteed payment (“Opaque Provider”). A site is opaque if it does not divulge any of the following points; (a) the name of the property on which the available hotel room is located, (b) the precise location of the property on which the available hotel room is located, (c) the identity, brand or flag affiliation of the hotel that will provide such available room, and (d) other specific information that may divulge the property’s identity (e.g., exact property restaurant name).
The Sutton Best Rates Guaranteed does not apply to packaged rates. Packaged rates include (a) Hotel accommodations sold as part of a travel package, in which the property does not provide the extra service, including, but not limited to accommodations plus airfare and/or car rental and/or cruise, and (b) hotel accommodations sold with value added amenities, including, but not limited to, free breakfast and hotel parking.
The Sutton Best Rates Guaranteed applies to a Competing Rate with rate limitations that are substantially similar to the rate limitations of the rate that can be booked on a The Sutton Place Hotels Website. Rate limitations include, but are not limited to, advance purchase requirements, prepayment and deposit requirements, and cancellation and change policies. If there is no Sutton Web Rate available that has substantially similar rate rules to that of the Competing Rate, and the Competing Rate is lower than any available Sutton Web Rate, The Sutton Place Hotels, in its sole discretion, may honor the Competing Rate with the applicable Sutton Web Rate Limitations, room type, and amenities plus a Best Rates Guaranteed Reward, provided it meets all other Terms and Conditions. The Sutton Place Hotels reserves the right to deny a claim where the Competing Rate is equal to the Sutton Web Rate, and the rate limitations are substantially the same or the Competing Rate has more restrictive rate limitations than the Sutton Web Rate.
Sutton Prestige Guest Reward: Awarding for the Stay
The number of Sutton Prestige points to be awarded for the stay to Sutton Prestige members will be based on the rate actually paid by the guest at checkout.
The Sutton Best Rates Guaranteed does not apply to unpublished rates. Unpublished rates are rates not available to the general public. Rates not available to the general public include, but are not limited to:
• Corporate discount rates
• Group rates
• Meeting rates
• Any rates requiring membership in a club such as AAA rates or AARP rates, affinity program, or other organization where the rates are targeted specifically toward a specific group of individuals and not intended for the general public.
• Direct mail solicitations
• Electronic mail solicitations
• Any rates requiring a discount code or coupon
The Sutton Place Hotels have the sole right and discretion to determine the validity of any claim, including, but not limited to, determining that the claim is for the same hotel, room type, dates, and that it meets all Terms and Conditions, and Claims Processing requirements.
• A claim must be submitted within 1 hour of making a reservation at The Sutton Place Hotels website , and 72 hours before scheduled arrival. If the original reservation was made within 24 hours of arrival, the Sutton Best Rates Guaranteed is not applicable. For non-English websites, 96 hours prior to arrival is required for claim processing. An original reservation refers to the initial reservation made through The Sutton Place Hotels website and does not include modified or cancelled reservations.
• The Sutton Best Rates Guaranteed does not apply to existing reservations booked through a Competing Room provider. If a reservation is booked through a Competing Room provider, The Sutton Place Hotels is not responsible for any fees associated with the cancellation of that reservation.
• The Sutton Best Rates Guaranteed does not apply if the Competing Rate is found on The Sutton Place Hotels website.
• The Sutton Place Hotels 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.
Best Rates Guaranteed Reward – Sutton Prestige Points
Sutton Prestige points shall only be available as a Best Rates Guaranteed Reward for claims related to reservations at The Sutton Place Hotels. If you elect the 500 Sutton Prestige points as your Sutton Best Rates Guaranteed Reward, it will post with your stay. If, for any reason, your Sutton Prestige account is not credited with that reward within 2 weeks of your stay, you must contact our Administrator at firstname.lastname@example.org. Our administrator will research your Sutton Prestige account and will credit it with the Sutton Best Rates Guaranteed Reward, if missing. You must apply for retroactive credits within 180 days of the checkout date of the hotel stay.
Claim Submittal Form
A claim submittal web form is available on The Sutton Place Hotels website at Sutton Best Rates Guaranteed Claim Form. To submit this claim form, fill out all the required fields, agree to these Terms and Conditions, and click the submit button.
Communication for Valid Claim
Upon validation of the claim, our Administrator will send an email or other communication to you that includes the reservation confirmation number, the new rate you will be charged, and, if applicable, confirmation of the 500 Sutton Prestige points you will be awarded after your stay.
• If you have not received a confirmation from our Administrator within 72 hours of submitting a claim, you may contact our Administrator at email@example.com.
• A customer who submits a claim prior to making a reservation and whose claim is deemed valid by our Administrator will be contacted to inform them that they have a valid claim. The customer must respond to our Administrator within 24 hours or prior to local check-in time, which ever comes first, to complete the booking process. Otherwise, the customer will not be able to book at the valid Sutton Best Rates Guaranteed claim rate.
Denied Sutton Best Rates Guaranteed Rate
If, for any reason, following receipt of confirmation of a valid claim and creation of a Sutton Best Rates Guaranteed reservation, the The Sutton Place Hotels does not honor the Sutton Best Rates Guaranteed rate, you must contact the Administrator within 15 days of the conclusion of your stay with the reservation number for your claim. The Administrator will investigate the denied Sutton Best Rates Guaranteed rate and will arrange reimbursement of the difference between the room rate charged and the confirmed Sutton Best Rates Guaranteed rate, provided the room rate charged is higher than the confirmed Sutton Best Rates Guaranteed rate.
In the case of a fully prepaid rate booked through The Sutton Place Hotels website, The Sutton Place Hotels 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, The Sutton Place Hotels is not responsible for any fees associated with the cancellation of that reservation.
Rate at Checkout
Upon checkout at The Sutton Place Hotels, you will be automatically charged the confirmed lower rate. If requested, you may present your email confirmation from the Administrator to the front desk agent as validation for the lower rate.
Any disputes arising out of or related to the Sutton Best Rates Guaranteed or these Terms and Conditions shall be handled individually without any class action, and shall be governed by, construed and enforced in accordance with the laws.
Void where prohibited by law. The Sutton Place Hotels reserves the right to amend, revise, supplement, suspend or discontinue the Sutton Best Rates Guaranteed at anytime in its sole discretion and without prior notice.
The Sutton Place Hotels reserve the right to modify the program at any time.