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guarantee terms and conditions

Best Rate Guarantee Terms and Conditions

 

  1. To take advantage of this offer, guests must have already booked a confirmed reservation through one of the following official Extended Stay America (“ESA”) booking channels: official ESA website, ESA call center, ESA mobile app, or directly at an ESA Hotel.
  2. Guests must submit a qualified guarantee claim with a lower average nightly rate that is viewable and bookable by anyone on a non-ESA booking channel for the same hotel, room type, and reservation dates.
  3.  Best Rate Guarantee does not apply to:

 

  • rates that are for a different room type, or at a different hotel, or include different amenities,  or not for the same dates, or for a different number of guests, or have different policies, terms or conditions for the booking;
  • rates that are not publicly available, such as negotiated corporate or group rates;
  • qualified discount rates, including, but not limited to, Government/Military,  non-ESA web or mobile promotions, and rates made available exclusively to Extended Perk$ Members;
  • rates that require membership in a club or other organization, such as AAA;
  • package rates that include room and other components such as travel, car rental, entertainment and/or non-breakfast meals;
  • rates available on auction websites;
  • a reservation that is for more than 2 guestrooms;
  • claims with check-in dates less than 72 hours from the time the Claim Form is submitted;
  • any taxes, tariffs, gratuities, service charges, early departure fees or other fees, or incidental charges imposed on guests for the duration of the guest's occupancy; or
  • rates available on websites that do not disclose the hotel brand until the reservation is completed
  1. Claims are only valid if submitted through the online ESA Claim Form within 24 hours of making the reservation. The claim must be submitted in either English or Spanish and in the manner prescribed in the Claim Form, and can be rejected if incomplete or decided invalid by the Best Rate Guarantee Team.
  2. Name on the Claim Form must match the name on the reservation.
  3. Only one (1) confirmation number per claim shall be admitted.
  4. After a Best Rate Guarantee has been awarded, it is not transferrable. The name on the Booking must match the name on the guest’s photo ID at the time of check-in.
  5. Any changes made to a reservation after a Best Rate Guarantee adjustment will result in rate change and void the Best Rate Guarantee.
  6. ESA will adjust the rate on the confirmed reservation to the lowest available rate that ESA is able to verify, which may be different than the rate indicated on the applicable Claim Form.
  7. ESA will review and consider documents provided by guests that support their claim.
  8. ESA 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.
  9. If guests choose to use an international competing booking engine, the rates must be shown in U.S. Dollars.
  10. ESA has the right to limit, amend, revise, supplement, suspend or discontinue or terminate this Best Rate Guarantee and these terms and conditions at any time in its sole discretion without notice.
  11. ESA reserves the right to discontinue this offer to anyone who appears to be using the Best Rate Guarantee in a manner inconsistent with these terms and conditions or the intent of this offer or any portion of this offer or in a manner inconsistent with local or federal laws, statutes or ordinances.