Customer Service


Customer service

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  • Corporate Information
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Need Help?

Email us with your enquiries.

Or Call
U.K. 0870 5 90 90 90
Outside U.K. 00800 4445 8667

Or visit our Customer Service page

Our Best Rates. Guarantee

  • How can I make a claim?

    Refer to the terms and conditions of 'Our Best Rates. Guaranteed' to ensure your claim is covered by the policy, then submit a Claim Form which can be found from the Customer Service page.

  • Can I claim if I find a lower rate with another hotel in the city?

    No. To claim you must have a confirmed booking at one of our hotels. If you find a lower publicly available rate for the same hotel as your confirmed booking, then you can submit a Claim Form. The claim must meet our full terms and conditions.

  • How do I know if my Claim Form has been received?

    You will receive an e-mail confirmation or phone call within 24 hours.

  • What is acceptable evidence of a lower rate?

    On the Claim Form, you will be asked details of the lower rate, including the website where the lower rate was found. Fill this section in as fully as possible. Once you have submitted a claim, dedicated staff will verify the validity of the lower rate based on the information you supplied, subject to the 'Our Best Rate. Guaranteed' terms and conditions. If the rate is no longer available, the guarantee will not apply.

  • How will I know if my claim has been validated?

    You will be advised by email or by phone once the claim has been processed.

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