Rates Guaranteed: Terms & Conditions
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
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,
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.
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.
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
compare the total room cost of the stay as booked at The Sutton
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.
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).
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
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
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:
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.
requiring a discount code or coupon
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,
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
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
Best Rates Guaranteed Reward - Sutton Prestige
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
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
submittal web form is available on The Sutton Place Hotels website
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
hours of submitting a claim, you may contact our Administrator at
A customer who submits a claim prior to making a reservation and
claim is deemed valid by
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.
Any questions regarding claims should be directed to
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
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.
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.