Here’s how it works. Make a confirmed reservation through one of the following official Serenity booking channels (the Serenity website – SerenityatCoconutBay.com, the Serenity call center, directly at Serenity, or through an Accredited Travel Agent). If you find a qualifying lower price for the same accommodations within 24 hours after making your reservation, and if we verify your claim, we will honor the lower price.
To make a claim, you must submit a completed form within 24 hours after you make your confirmed reservation, and at least 24 hours before the resort’s standard check-in time on your day of arrival. The name on the claim form must match the name on the confirmed reservation for each room. Only one claim may be submitted for each confirmed reservation. You will receive an e-mail confirmation or phone call within 24 hours after our receipt of your claim.
A qualifying lower price is a lower price you find on a non-Serenity booking channel within 24 hours after your booking, for the same accommodations that you booked through an official Serenity booking channel, and must be viewable by anyone prior to booking and bookable by anyone.
Certain types of prices will not qualify for the Best Price Guarantee if there are differences in the accommodations. For example, prices do not qualify if they are for a different room type, or for a room with a different view, or include different amenities or are not on the same dates for the same length of stay, or are for a different number of guests, or have different policies, terms or conditions for the booking (like different cancellation or refund policies).
Certain types of prices will not qualify for the Best Price Guarantee if they have other restrictions or limitations on how they are displayed or booked. For example, prices do not qualify if they are on websites that don’t disclose the brand or hotel until the reservation is made (like Hotwire and Priceline), or are on auction websites, or are for the hotel component of a package booking, or are for bookings that don’t provide an immediate confirmation, or are not available to the general public (like member rates, negotiated rates and team member rates), or require a login, credit card number or a code to see, or if they are on websites that don’t have the ability to book a reservation, or are for reservations that are not authorized to be transferred (like a guest “reselling” a confirmed reservation), or are on websites or Apps that are in an unsupported language, or are applicable to only a portion of your entire stay, or are for reservations made within 24 hours of the hotel’s standard check-in time on your day of arrival.
We will try to independently validate your claim within 24 hours after you submit a claim with all required details. The same accommodations must be available for booking at a qualifying lower price in the currency of the resort when we validate your claim. Price comparisons will be made net of taxes, gratuities, service charges, early departure fees, or other fees and incidental charges, and will exclude changes in currency exchange rates.
The Best Price Guarantee will not apply to multi-day stays if the total room price for the stay is the same or greater than the total room price for the stay you booked through an official Serenity booking channel. Serenity may deny claims if the percentage difference between the price booked through an official Serenity booking channel and the qualifying lower price is 1% or less. Serenity may deny claims if it believes that the Best Price Guarantee is being intentionally abused or manipulated to circumvent its intent.
If we verify the availability and eligibility of the qualifying lower price, we’ll match the qualifying lower price. In that case, Serenity will adjust the rate on the confirmed reservation to the qualifying lowest price that Serenity is able to verify, which may be different than the price that was submitted on the claim form.
The room price change is not effective until you receive an email confirmation reflecting the new room price from Serenity’s Customer Service Department.
The guest who makes a confirmed reservation will be responsible for all costs, expenses and fees associated with such reservation (like cancellation fees), regardless of whether a Best Price Guarantee claim is denied.
A claim may be invalidated if you make any changes to the reservation after the claim is submitted and approved.
With Serenity’s BEST RATE GUARANTEE you can rest easy, knowing that you’ve received the lowest price. If you find a lower rate somewhere else within 24 hours after booking online with us, we’ll match the price!
To make a claim, submit this completed claim form within 24 hours after you make your confirmed reservation, and at least 24 hours before the resort’s standard check-in time on your day of arrival.