Best Rate Guarantee

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ARTICLE 1 - DEFINITION AND SCOPE OF THE "BEST PRICE GUARANTEE"

1.1.    Terms and Conditions for Applying "Best Price Guarantee"

The "Best Price Guarantee" applies when the following cumulative conditions are met:

(a)    You have booked a room at a publicly available rate at one of the participating Leela hotels (see Article 2) directly through the official Leela’s website.

(b)    A booking confirmation number has been issued.

(c)    Within 24 hours of receiving the confirmation email (or telephone confirmation), if you find a lower publicly available rate on a third-party website, mobile site, or application ("Third-Party Booking Channel") for the same:

  • Hotel,
  • Stay dates,
  • Length of stay,
  • Rate conditions (e.g., refundable or non-refundable, deposit/prepayment requirements, cancellation/change policies),
  • Room type (same category, size, view, bed configuration, and location) and inclusions and/ or services (i.e., with or without breakfast),
  • Occupancy (same number of guests),
  • Total price, including all applicable taxes and service charges,
  • Currency.

(d)    At least 24 hours prior to the standard check-in time on the date of arrival (applicable only for a day prior booking) if you find lower publicly available rate on a Third-Party Booking Channel.

(“Eligible Booking”)

1.2.    If the "Best Price Guarantee" claim relates to a reservation consisting of several nights’ accommodation, the average rate for each night will be compared.

1.3.    If your claim meets these conditions and is verified by Leela, we will match the Third-Party Booking Channel price and apply an additional 10% discount on the room rate excluding taxes (i.e. base rate), plus a ₹2,000 hotel credit (per night per stay on non-cumulative basis ) for use in ancillary services (restaurants, spas, etc.). The terms and conditions for the usage of the INR 2,000 hotel credit, including eligible services, redemption process, and any restrictions, will be determined at the sole discretion of the Participating Hotels.

1.4.    Example Calculation:

  • If your direct booking price is INR 12,450,
  • And the verified Third-Party Booking Channel price is INR 9,130,
  • The final adjusted rate under the "Best Price Guarantee" will be INR 8,220 (i.e., INR 9,130 - 10%),
  • Plus a INR 2,000 hotel credit per night per stay on non-cumulative basis for use during your stay.

1.5.    The "Best Price Guarantee" does not apply to:

  • Group rates (5+ rooms in a single booking).
  • Corporate rates and negotiated business rates.
  • Long stay
  • Conference, seminar, or event rates.
  • Offline rates.
  • Special promotions with additional discounts applied post-booking (e.g., promo codes, flash sales).
  • Member-only rates or subscription-based discounts on third-party channels.
  • Partner and employee rates (including those for The Leela Group employees and affiliates).
  • Opaque pricing sites (e.g., Hotwire, Priceline), where the name of the hotel, the exact address, or the availability of the room are not available until the payment of the reservation is made. .
  • Non-direct booking sites that require offline confirmation (e.g., travel agent portals, voucher-based sites).
  • Rates offered in promotional packages.
  • Package deals bundling accommodation with flights, cruises, car rentals, or other services.
  • Closed-group booking platforms requiring membership, login, or subscription to access rates.
  • Rates that are not immediately bookable – Certain third-party websites do not provide an immediate email confirmation after reservation completion or confirm bookings as "on request" or similar, with confirmation sent later. These are deemed not immediately bookable and are not valid.
  • Rates procured through Consortia, Travel Management Companies and Destination Management Companies.
  • If bookings are made during an outage, technical issue, or any circumstance beyond Leela’s reasonable control.
  • Pre-paid rates involving vouchers to be redeemed at the hotel.

ARTICLE 2 – PARTICIPATING HOTELS

The "Best Price Guarantee" applies for bookings made at the below-mentioned The Leela Group hotels:

  • The Leela Palace Udaipur
  • The Leela Palace Jaipur
  • The Leela Palace Bengaluru
  • The Leela Palace New Delhi
  • The Leela Palace Chennai
  • The Leela Hyderabad
  • The Leela Ambience Gurugram Hotel & Residences
  • The Leela Ambience Convention Hotel Delhi
  • The Leela Bhartiya City Bengaluru
  • The Leela Kovalam, A Raviz Hotel
  • The Leela Ashtamudi, A Raviz Hotel
  • The Leela Gandhinagar
  • The Leela Mumbai

ARTICLE 3 – CURRENCY AND PRICE DIFFERENCE VALIDATION

3.1.    If a Third-Party Booking Channel displays rates in a different currency, The Leela will convert the rate using our official exchange rate at the time of booking.

3.2.    The "Best Price Guarantee" is applicable only if the Third-Party Booking Channel rate is at least:

  • 5% lower than your Leela booking price; or
  • INR 500 less; whichever is greater.

Example Calculation:

  • If your Leela booking price is INR 12,450, the third-party rate must be INR 11,820 or lower for eligibility.
  • Price differences solely due to currency fluctuations will not be considered.

ARTICLE 4 – CLAIM PROCEDURE

4.1.    Submission Requirements:

To submit a "Best Price Guarantee" claim, you must:

  • Complete the online request form with accurate details.
  • Provide a screenshot showing the lower rate, booking conditions, hotel name, stay dates, and total price.
  • The screenshot must clearly display the date and time it was taken.
  • Ensure the claim is submitted within 24 hours of booking.
  • At least 24 hours prior to the standard check-in time on the date of arrival. (Applicable only for a day prior bookings)
  • Incomplete or incorrect submissions will not be processed.

4.2.    Claim processing:

  • Verification & Confirmation: Leela will validate claims within 7 days and notify you via email.
  • If your claim is approved, we will adjust your booking rate and confirm the new price.

  • The Leela reserves the right to deny a claim if the availability of the rates cannot be independently verified at the time we process the claim.

  • If you wish to cancel your booking, the standard cancellation policy applies.

  • The Leela reserves the absolute final right to accept or decline any claim request.

4.3.    The Leela reserves the right to reject any "Best Price Guarantee" claim, and to revoke any and all "Best Price Guarantee" benefits provided for current or future hotel room reservations, for reasons that include but are not limited to, the following:

  • violation of these Terms and Conditions;
  • misrepresentation of any information in a Claim Form, or any misuse of this "Best Price Guarantee" program;
  • transfer or resale of hotel room reservations;
  • modification or cancellation of a reservation once a claim for that reservation has been deemed valid;
  • commission of fraud or abuse involving any portion of this "Best Price Guarantee" program;
  • physical, verbal, or written abuse of hotel or The Leela personnel; or
  • action, in any other way, to the detriment of the "Best Price Guarantee" program; all as may be determined by The Leela in its sole discretion.

4.4.    In case of booking modifications of stay dates post-approval of the claim (e.g., change of dates), the best available rate for the requested dates will apply as per standard amendment policy.

4.5.    By filing a Claim form or accepting the benefits of a claim that is validated under the "Best Price Guarantee" program, you agree to release, discharge, and hold harmless The Leela and its parent companies, and its and their affiliates, subsidiaries, directors, officers, agents, and employees from all claims or damages arising out of any use or misuse of this program.

ARTICLE 5 – PAYMENT AND REFUNDS

5.1.    In the case of an Eligible Booking, and if no pre-payment has been made, the rate confirmed by Leela customer services under the conditions specified in the previous article will be billed by the hotel on departure, along with all other services not included in the booking (restaurant, bar, etc.).

5.2.    For prepaid bookings (30+ days before check-in): Refunds will be issued to the original payment method.

5.3.    For prepaid bookings (less than 30 days before check-in): Refunds will be processed at check-out.

ARTICLE 6 - LIABILITY DISCLAIMER

The Leela is not responsible for any costs arising from cancellations or modifications of bookings made on Third-Party Booking Channels.

ARTICLE 7 – MODIFICATIONS AND TERMINATION

7.1.    The Leela reserves the right to amend, modify alter, or otherwise update these Terms and Conditions, and/or to add, modify, restrict, suspend, discontinue, or cancel the Best Price Guarantee program at any time, at its sole discretion, without notice.

7.2.    The changes will be published on the official website and will apply to new claims from the effective date. The Leela requests the Customer to read the general terms and conditions carefully before each request, as they may have been amended or modified. Any request involves the prior consultation and acceptance of these general terms and conditions by means of a checkbox provided for this purpose and which includes a hyperlink referring to these general terms and conditions.

7.3.    Any request submitted before termination will still be processed under the existing terms.

7.4.    Interpretation of these Terms and Conditions shall be at the sole discretion of The Leela.

ARTICLE 8 – GOVERNING LAW AND JURISDICTION

8.1.    These terms shall be governed by and construed in accordance with the laws of India.

8.2.    Any disputes arising out of or in connection with these terms shall be subject to the exclusive jurisdiction of the courts in Mumbai, India.

ARTICLE 9 - MISCOMMUNICATION/ LOST TRANSACTION

The Leela shall not be responsible for communication malfunctions, failures, or difficulties, or lost, stolen, or misdirected, transmissions, messages or entries, or the security of any such communications. Further, The Leela shall not be responsible for incorrect or inaccurate entry information, whether caused by guests or by any technical or human error that may occur in the processing of any information related to the booking. The Leela is entitled to cancel or modify reservations where it appears that a guest has engaged in fraudulent or inappropriate activity or under other circumstances where it appears that the reservations contain or resulted from a mistake or error.

1.    What is the Best Rate Guarantee (BRG)?
We guarantee the best publicly available rate when you book directly through our website, reservation line, or official mobile app. If you find a lower qualifying rate on another website, we’ll not only match it but also provide an additional benefit as part of our commitment to value and transparency.

2.    Why book directly with us?
Benefits of Booking Directly:

  • Access to the lowest public rate
  • Exclusive offers and room types
  • Flexible cancellation and payment policies
  • Eligibility for loyalty program benefits
  • Direct customer service

3.    What conditions must a valid BRG claim meet?
A competing rate must:

  • Be publicly accessible and instantly bookable online
  • Match hotel, room type, check-in/out dates, meal plan, guest count, rate conditions, and currency
  • Be identified within 24 hours of direct booking
  • Rate must be inclusive of all applicable taxes and fees

4.    Where to submit a BRG claim?
Submit claims via our official [BRG Claim Form] on our website or by contacting our reservations team within 24 hours of booking or 24 hours before arrival ( if booked a day prior to arrival ).
Include:

  • Your direct booking confirmation number
  • Screenshot with timestamp and live URL of lower rate
  • Details of competing website and offer

5.    What happens after submitting a claim?
Our team:

  • Reviews submissions within 24–48 hours
  • Validates rate criteria
  • Approves and matches the lower rate, applying additional benefit
  • Declines claims if the rate difference is below 5%, booking not via our site, or criteria unmet, providing reasons

6.    Benefits upon claim approval?
Approved claims receive:

  • Matched lower rate
  • 10% discount
  • INR 2,000 hotel credit per night (non-cumulative)

7.    Rates NOT eligible for BRG:
Excluded rates:

  • Auction or opaque sites (Hotwire, Priceline)
  • Loyalty/member-only (unless publicly available)
  • Packaged rates (air, rental, meals)
  • Flash sales, promo codes, corporate/group rates
  • Rates in different currencies or conditions
  • For details, read our Terms and Conditions.

8.    Currency requirements for comparison?
Rates must be in the same currency, including all taxes, fees, and charges.

9.    Earning loyalty points with BRG?
Matched BRG stays do not earn loyalty points or tier credits, as these reservations already benefit from exclusive discounted pricing and added value. This policy helps us preserve the value of our loyalty program while still delivering outstanding savings through BRG.

10.    Can BRG reservations be changed?
Approved BRG changes may void benefits. Contact us directly to adjust without losing BRG advantages.

11.    Eligible if initially booked elsewhere?
No. You must book directly on www.theleela.com initially. OTA or third-party bookings are ineligible.

12.    Lower rate after booking but before check-in?
Submit claims within 24 hours of original booking or 24 hours before arrival. Later submissions aren't considered.

13.    Limit on BRG usage?
No strict limit, but repeated or suspicious claims may face verification and possible disqualification.

14.    Cancellation of BRG bookings?
Cancellation policies match your original booking terms. Review confirmation or contact us for clarification.

15.    Disagreeing with BRG claim rejection?
We explain rejections transparently. Reply with additional evidence or clarification for reconsideration.

16.    Technical issues during submission?
For technical problems with the claim form, immediately contact Leela Reservations (LRW):

17.    Additional queries?
If you have further questions or require assistance with a BRG claim, please feel free to contact us:

Disclaimer:
The hotel reserves the right to modify or discontinue the BRG program without notice. Claims are subject to review, and fraudulent or abusive claims will be denied.