Best Rate Guarantee | The Malcolm Hotel

How to Submit a Best Rate Guarantee Claim

If you find a lower rate on a competing website, we’re here to make it right. Follow these simple steps to submit your claim:

Book your stay directly on our website: malcolmhotel.ca
Complete the Best Rate Guarantee Claim Form within one hour of booking.
Our Guest Support Centre will review your submission to ensure it meets our Terms & Conditions.
Within 72 hours, a representative will contact you with the status of your claim. If your claim is approved, we’ll update your existing reservation to reflect the lower rate, plus apply your additional reward of 10% off.

First Name *

Last Name *

Telephone *

E-mail *

Reservation Number *

Arrival Date *

Departure Date *

The Malcolm Web Rate *

Competing Rate *

Competing Rate Provider *

Competing Rate URL / Link *

Comments

Terms & Conditions

At The Malcolm Hotel, we are committed to offering you the most competitive rates available. That’s why we guarantee that when you book directly through our official website at malcolmhotel.ca, you will receive the best available room rate compared to any competing website.

If you find a lower published rate elsewhere for the same hotel, room type, and reservation conditions, we will not only match it—we will also reward you with a additional 10% discount off the lower rate.

To ensure your claim is valid, it must meet all the conditions outlined below and follow the required submission process.

Eligibility Requirements

To qualify for The Malcolm Hotel’s Best Rate Guarantee:

Your reservation must be made directly through malcolmhotel.ca.
The competing rate must be publicly available and bookable online for the same room type, bed type, stay dates, and number of guests.
The claim must be submitted within 1 hour of making your reservation.
The competing rate must be available at the time of verification by our Guest Support Centre.

Exclusions

The Best Rate Guarantee does not apply to:

Taxes, gratuities, resort or service fees.
Opaque rates where hotel details are not disclosed until after payment (e.g., Hotwire, Priceline).
Packaged rates including hotel + airfare, car rental, cruise, or other value-added services not provided by the hotel.
Unpublished or negotiated rates including:
- Corporate, group, or meeting rates
- AAA, AARP, or other member-only discounts
- Direct mail or email solicitations
- Rates requiring a promo code or coupon

Additional Terms

Currency: If the competing rate is listed in a different currency, it will be converted using the exchange rate available on www.xe.com at the time of booking. Minor variations due to currency fluctuation may void eligibility.
Multiple Night Stays: The total room cost will be compared for the entire stay.
Similar Room Types: Competing rooms must be substantially similar in view, amenities, and configuration. The Malcolm Hotel reserves sole discretion in determining room comparability.
Rate Restrictions: The competing rate must carry similar policies on payment, cancellation, and other terms. If no comparable rate exists on our site, we may, at our discretion, honor the lower rate with applicable restrictions.

Claim Submission Process

Book your reservation on malcolmhotel.ca.
Submit a claim via our Best Rate Guarantee Claim Form within 1 hour of booking.
Our Guest Support Centre will review and respond within 72 hours.
If the claim is approved, we will:
- Adjust your rate accordingly

Claims must be submitted at least 72 hours before arrival. For non-English websites, submit claims at least 96 hours before arrival. Bookings made within 72 hours of arrival are not eligible.

Post-Stay and Contact Info

Prepaid rates: Any refunds due from an approved claim will be processed within 30 business days.
If you do not receive confirmation within 72 hours of your claim, please contact info@malcolmhotel.ca.

Legal Notice

This guarantee is void where prohibited. The Malcolm Hotel reserves the right to:

Verify all claims independently
Modify or discontinue this program at any time without notice
Resolve disputes or interpret these Terms & Conditions at its sole discretion