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Terms and Conditions



If, within one working day after booking a Scenic or Heartland Hotel at  you find an equivalent offer on another website for the same hotel at a lower rate (excluding holiday taxes and including booking fees), we will match the lower rate and take a further 15% off for each night of your stay, for a maximum of 3 nights, when booking on a ‘Room Only’ basis.

Application of the Guarantee

The Best Rate Guarantee applies to all Scenic and Heartland Hotel reservations made online at, for which a reservation confirmation number has been given to validate the reservation. 

To make a claim under the Best Rate Guarantee, you must complete the online claim format

Applicable Rates/ Exclusions

The Best Rate Guarantee applies only to Scenic or Heartland Hotel room reservations and excludes the sale of all-inclusive packages (including an offer proposed at the hotel, transport services or any other service related to the room booking).

The rates covered by the Best Rate Guarantee must be accessible to the general public, available for reservation and are on a ‘Room Only’ basis. Rates excluded are:
- Group rates
- Corporate rates
- Rates granted to conference and seminar organisers
- Rates granted to Scenic Hotel Group partners and their employees
- Rates granted to Scenic Hotel Group employees
- Rates whereby agents (be it Travel Agents or Online Travel Agents) have reduced rates by discounted commissions
- rates that have been discounted by the Travel Agent or Online Travel Agent for signing up to loyalty programmes, and other voucher/coupon, discount codes or any other special offers issued by the Travel Agent or Online Travel Agent.
- Rates which include food and beverage or any other sundries

Types of Rooms

The Best Rate Guarantee applies to the equivalent room type as that booked on the Internet sites

The equivalent type of room must be available and bookable on another Internet site at the time of claim verification by the Scenic Hotel Group Customer Service department.

Dates and Length of Stay

The Best Rate Guarantee applies to the same dates as the stay booked on
For claims concerning a booking of two or more consecutive nights (at the same hotel), the Best Rate Guarantee applies on the basis of the price per night and not on the total amount of the stay.


If the rate found on another website is given in a currency different from that of the rate booked on, the Customer Service department will convert this rate into the same currency as the rate offered on the website.

The exchange rate used will be the Scenic Hotel Group exchange rate in effect on the website at the time of the initial reservation.

After converting a rate, Scenic Hotel Group reserves the right to refuse a claim, in particular if the difference between the rates is due to the fact that the two Internet sites use different exchange rates.

Sales Conditions

The sales conditions associated with the rate on another Internet site must be the same as the sales conditions of the rate booked on in order for the Best Rate Guarantee to apply. This concerns in particular:
- Payment and deposit requirements
- Cancellation conditions
- Conditions regarding modification of the reservation

Filing a Claim

You can access the online claim form at All required fields must be filled in and the completed form validated. Any incomplete claim will not be accepted. Claims must be made online and no claims will be accepted at any Scenic or Heartland hotel.

A claim must be made within one working day following the booking made on the website, as attested by the time on the reservation, and 3 working days before the scheduled arrival at the hotel. If the original booking was made within the 3 working days preceding the arrival at the hotel, the Best Rate Guarantee does not apply.

At the time of the claim sufficient evidence by way of screenshot or quote, from travel agent or online travel agent, must be sent to Customer Service for proof of lower rate. Claimant must take note of timing issues with regard to rate updates, exchange rates etc. 

Handling of Claims

After verification by Customer Service, the Best Rate Guarantee will be granted if your claim meets all the conditions of application. Customer Service will send you an e-mail giving you the confirmation number of your reservation a well as the new rate applicable to your reservation.

In the case of a prepaid reservation rate, the hotel will reimburse the difference in price on the credit card initially debited online.

If the claim does not meet the conditions of the Best Price Guarantee, Customer Service will send you an e-mail stating that the Guarantee cannot be applied.

In the case that you wish to cancel the reservation made on, the sales conditions applicable are those stated in the sales conditions presented on the site.

Rate Billed at Check-Out 

At your departure from the hotel, the rate confirmed by customer service will be billed together with any other services not included in the reservation (restaurant, bar, etc). In the event that the rate was prepaid at the time of the booking, only the services not included in the reservation (restaurant, bar, etc) will be billed at Check-Out.

Return Rewards points will be credited to Return Rewards members on the basis of the rate actually billed at the hotel.


Scenic Hotel Group declines any responsibility regarding any expenses that may arise from cancelling a reservation, for all reservations made on any Internet site other than

Scenic Hotel Group reserves the right to modify or terminate the Best Rate Guarantee and the Terms and Conditions of this Guarantee at any time and without prior notice.


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Need help with reservations?

Enquiries 0800 NZ OWNED (69 69 63)

International +64 3 357 1919

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