Our Rate Guarantee

When you book a room directly through our website, we guarantee that you’ll get the best possible rate plus unique benefits and offers you won’t find elsewhere.

  • Book with confidence
  • No hidden fees
  • If you can find a lower publicly available rate within 24 hours, we’ll match it
  • To discuss your rate query with us, please contact reservations@strandpalacehotel.co.uk

Terms and conditions

  • The guarantee does not apply to taxes, gratuities or any additional guest charges or other fees.
  • Claims can only be made where room type, rate conditions and length of stay are comparable.
  • 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.
  • Rate conditions include, but are not limited to, advance purchase requirements, prepayments, deposit requirements and cancellation and change policies.
  • If there is no rate available directly with us that has the same conditions to that of the third party rate, and the third party rate is lower than the direct hotel rate, we, at our discretion, may honour the third party rate with the applicable rate conditions, room type, room features and amenities, provided the claim meets all other terms and conditions.
  • The Strand Palace Hotel reserves the right to deny a claim where the rate displayed on the third party website is equal to the rate displayed on the hotel website, and the rate conditions are the same, or where the rate displayed on the third party website has more restrictive rate conditions than the hotel rate.
  • We reserve the right to deny a claim where the third party rate appears lower than the hotel rate if the difference between the rates is due to different currency exchange rates used by the two rate providers.
  • The guarantee does not apply to rates that are not publicly available. Rates not available to the general public include, but are not limited to: corporate discount rates; group rates; meeting delegate rates; rates requiring membership in a club or programme; direct mail or email solicitations; rates requiring a promotional code.
  • The management at the Strand Palace Hotel have the sole right and discretion to determine the validity of any claim.
  • The guarantee does not apply to rates from opaque providers including, but not limited to, Lastminute.com, Expedia.com and Hotwire.com. An opaque provider is any provider that prevents the buyer from identifying the hotel until after the buyer has made a reservation and guaranteed payment. A site is opaque if it does not divulge any of the following information; (a) the name of the hotel, (b) the precise location of the hotel, (c) the identity or brand of the hotel and (d) other specific information that may make it possible for the buyer to identify the hotel (e.g. hotel photographs, specific names of hotel food and beverage outlets).
  • The guarantee does not apply to packaged rates. Packaged rates include; (a) hotel rooms sold as part of a travel package, where the hotel does not provide the extra service. Extra services include but are not limited to hotel rooms plus airfares, car rental or cruises, and (b) hotel rooms sold with value added amenities, including, but not limited to, free breakfast and hotel parking.
  • A claim must be submitted prior to, or within 24 hours of, making a reservation on the Strand Palace Hotel website, and, a minimum of 24 hours before the arrival date. If the original reservation was made within 24 hours of arrival, the guarantee is not applicable. An original reservation refers to the initial reservation made through www.strandpalacehotel.co.uk and does not include modified or cancelled reservations.
  • The guarantee does not apply to existing reservations booked through a competing room provider. If a reservation is booked through a competing room provider, we are not responsible for any fees associated with the cancellation of that reservation.
  • The guarantee does not apply if the rate displayed on the third party website is found on www.strandpalacehotel.co.uk
  • The Strand Palace Hotel reserves the right to deny a claim if it cannot independently verify the availability of the competitor rate at the time it processes the claim.
  • Upon validation of your claim, a hotel representative will send an email or other communication to you that will include the reservation confirmation number and the new rate you will be charged.
  • A customer who submits a claim prior to making a reservation and whose claim is deemed valid by the hotel will be contacted to inform them that they have a valid claim. The customer must respond to the hotel within 24 hours and prior to local check-in time to complete the booking process.
  • If, for any reason, following receipt of confirmation of a valid claim and creation of a Best Rate Guarantee reservation, the hotel does not honour the Best Rate Guarantee rate, you can contact the hotel management within 15 days of the conclusion of your stay. The management will investigate the denied Best Rate Guarantee rate and will arrange reimbursement of the difference between the room rate charged and the confirmed Best Rate Guarantee rate, provided the room rate charged is higher than the confirmed Best Rate Guarantee rate.
  • The Strand Palace Hotel reserves the right to amend, revise, supplement, suspend or discontinue the Best Rate Guarantee at any time in its sole discretion and without prior notice.
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