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Best Rate Guarantee

Macdonald Hotels Best Rate Guarantee

At Macdonald Hotels & Resorts, we are committed to delivering attentive service from the moment you decide to choose one of our hotels for your next short break or business trip.  Whether you book via computer, tablet or mobile, it is our aim to make your booking experience as quick, easy and secure as possible.  The Macdonald Hotels' Best Rate Guarantee is our further promise that if you book directly with us online and then within 4 hours of your booking find the same Macdonald Hotel room on a competing website for less, we will match the price, provide you with a complimentary bottle of house wine during your stay with us and give you 10% off the room rate on your next stay that you book directly with us.

The Macdonald Hotels' Best Rate Guarantee in action

By way of example only, if you only make a booking for two nights at the lowest available price on the Macdonald Hotels & Resorts website for a price of £150 per night and, within 4 hours you find and notify us of a price of £140 per night on another publicly available website for an identical booking, then Macdonald Hotels & Resorts will:

  • reduce the room rate which you pay to us to £140 per night;
  • provide you with a complimentary bottle of house wine during your stay with us; and
  • send you a discount voucher entitling you to 10% off the room rate on the next booking you make direct with us to stay at a Macdonald Hotel.

What to do to take advantage of the Macdonald Hotels' Best Rate Guarantee?

If, once you have made your booking with Macdonald Hotels and, after receiving your booking confirmation number from us, you have found an identical booking for a lower price on a competing publicly available website, please email us within 4 hours of receiving your booking confirmation number at bestrateguarantee@macdonald-hotels.co.uk providing the following details:

  • Your Macdonald Hotels booking confirmation number;
  • Your full name and contact details (please send us email address, postal address and contact telephone number);
  • The name of the hotel which you have booked and the date of arrival; and
  • Confirmation and evidence of the availability of the lower rate for an identical booking and the date and time at which the rate was available. We will accept a "screen shot" or scanned print-out clearly showing full details of the relevant rate and terms on a competing website and the date and time at which the relevant rate and terms were available as evidence or an email confirmation of booking providing full details of the terms attached to the booking.

You will receive a response to your best rate guarantee claim during the hours of 9am - 5pm Monday - Friday (excluding Bank Holidays).  We will come back to you within 24 hours of making your claim in working hours.  

Prior to making a claim under the Macdonald Hotels Best Rate Guarantee please ensure that you have read the Best Rate Guarantee Terms and Conditions.

Best Rate Guarantee Terms and Conditions

1. The Best Rate Guarantee is valid if:

  • You have made a reservation through the Macdonald Hotels website (www.MacdonaldHotels.co.uk) and you have received confirmation of your booking. You will need your booking confirmation number to process the claim; and
  • within 4 hours of receiving your booking confirmation number and not less than 4 hours prior to your arrival date you have:

              - found a lower rate for an Identical Booking on another website which is available for bookings by    the general public.

              - emailed us at bestrateguarantee@macdonald-hotels.co.uk providing the following information:

  • Macdonald Hotels booking confirmation number;
  • your full name and contact details (including not only email address but also postal address and contact telephone number);
  • name of the hotel for which the Macdonald Hotels direct booking has been made and arrival date; and
  • confirmation and evidence of the availability of the lower rate for an Identical Booking and the date and time at which the rate was available (and for these purposes a "screen shot" or scanned print-out clearly showing full details of the relevant  rate and terms on a third party website and the date and time at which the relevant rate and terms were available will constitute acceptable evidence thereof, as will an email confirmation of booking providing full details of the terms attaching to such booking).

2. To constitute an Identical Booking for the purposes of our Best Rate Guarantee, the publicly available price on the other website must:

  • be for the same number of guests, duration of stay and on the same dates;
  • at the same hotel;
  • in the same room type;
  • on the same package (room only, bed and breakfast or dinner, bed and breakfast); and
  • be subject to the same cancellation terms, advance purchase policies and other terms and conditions.

3. Upon successful validation of your claim under the Macdonald Hotels Best Rate Guarantee:

  • the lower rate which you found will be applied to your booking;
  • the relevant hotel will be notified that you are entitled to receive a complimentary bottle of house wine to be enjoyed during your stay; and
  • a voucher or discount code entitling you to 10% off the room rate on your next direct booking with Macdonald Hotels will be posted to you at the address notified to us by you. This discount does not apply to any additional charges other than the room rate on booking, such as taxes, service charge, spa and golf and food or drink.

4. The Macdonald Hotels Best Rate Guarantee does not apply to:

  • rates that are not available to the general public. These include (but are not limited to) corporate rates, seasonal promotional package rates, rates provided on bookings through travel agents (whether or not online), wedding and banqueting package rates and conference rates;
  • membership rates, partnership rates, employees and offline bookings made on wholesale and free independent traveller rates;
  • reservations that are made less than 4 hours prior to the arrival date; or
  • reservations that are or have been amended or transferred after the time of first booking;

5. Only one claim may be submitted in respect of each stay. A "stay" means the total number of consecutive nights spent at the same hotel by the same guest or guests, regardless of which guest made the booking.

6. The Macdonald Hotels Best Rate Guarantee does not apply to rates available on "opaque" websites, being websites where the hotel brand and specific hotel are not known at the time at which the booking is made.

7. The Macdonald Hotels Best Rate Guarantee excludes Macdonald Associate Hotels; including Norwood Hall Hotel, Gisborough Hall, Donnington Grove Hotel & Country Club, The Haycock Hotel and New Drumoisse Hotel. 

8. The Macdonald Hotels Best Rate Guarantee does not apply to disparities in room rates which are due to fluctuations, rounding, or differences in currency exchange rates.

9. Please see our general Terms and Conditions for all other terms and conditions governing your booking with us.