What is the “Best rate guarantee” feature?
The “Best rate guarantee” is a feature that allows us to match the difference in case you find a lower rate from other suppliers. You can submit a request with proof of a lower rate, and if verified, we will match the difference by offering you a discount or a promo code.
How can I submit a “Best rate guarantee” request?
Here is a step-by-step guide on how to submit a “Best rate guarantee” request if you find a lower rate for the same service provided by another supplier:
If you are in the booking process:
Go to RateHawk and navigate to the Hotel page.
Select the required hotel card.
Click the three dots next to the rate and select “I found a lower price.”
Fill out the form that will appear. The screenshot should include: check-in and check-out dates, hotel name, room type, number of guests, and cancellation policy.
Submit the request by clicking “Send.”
We will promptly review your case and send a follow-up email with the decision.
If the request is verified, we will match the difference by providing a promo code. The promo code will be valid for the same hotel, dates, and conditions that were specified in your request.
If you already have a booking on RateHawk:
Open your personal account.
Navigate to the “Orders” page, choose the booking, and click “Cancel.”
Click on the “I found a lower price” button. A form will appear.
Fill out the form with proof of a lower price — include a link to the rate and a screenshot with check-in and check-out dates, the hotel name, room type, number of guests, and the cancellation policy.
Submit the request by clicking “Send.”
We will promptly review your case and send a follow-up email with the decision.
If the request is verified, we will match the difference by providing a discount or loyalty points.
Booking created but not paid: We’ll update the price in your current booking.
Booking already paid: We’ll credit loyalty points to your account, which can be used for future bookings.
Important: Submitting the request after completing the booking is possible if:
The following cancellation reasons are chosen: “Other” or “I found a lower price.”
You have more than 48 hours before the free cancellation or auto cancellation.
No loyalty points or promo codes were used.
The booking has a free cancellation period.
The chosen payment method is not “Pay at the accommodation.”
Can I use the “Best rate guarantee” when the booking is already created?
Submitting the request for already existing bookings with upcoming travel dates is possible when:
The following cancellation reasons are chosen: “Other” or “I found a lower price.”
You have more than 48 hours before the free cancellation or auto cancellation.
No loyalty points or promo codes were used.
The booking has a free cancellation period.
The chosen payment method is not “Pay at the accommodation.”
What should be included in my “Best rate guarantee” request?
The request should include the link to the lower rate and a screenshot with the following information:
check-in and check-out dates
hotel name
room type
number of guests
cancellation policy and meal plan
order time (e.g., system time displayed on your device)
Important: the price must be net (without the commission)
How long will my request be reviewed?
Our employees will review your request manually between 10 AM and 8 PM CET (Central European Time), within around 15 minutes. It might take longer depending on the current workload. After that, you will receive a follow-up email with a decision.
What will I get after submitting a Best Rate Guarantee request?
After submitting a Best Rate Guarantee request, you will get an email confirmation with the decision. If your request is verified, you will receive a discount, promo code, or loyalty points.
What exactly you will get depends on your booking status:
No booking yet: You’ll receive a promo code that can be used for a future hotel booking. The promo code will be valid for the same hotel, dates, and conditions as the offer you found on another platform.
Booking created but not paid: We’ll update the price in your current booking.
Booking already paid: We’ll credit loyalty points to your account, which you can use for future hotel bookings.
How can I use the promo code I received?
If you submit a “Best rate guarantee” request before completing the booking, and it gets verified, you will receive a promo code via email. The promo code is valid for one hotel booking made on the RateHawk website or in the app for 24 hours and cannot be transferred to third parties. The promo code will be valid for the same hotel, dates, and conditions that were specified in your request.
Why was my request declined?
Your request may be declined because the screenshots provided did not include all necessary information, or because the rate we provided has different conditions from the specified rate with a lower price.
Can I resubmit a request?
Yes, you can submit a request again. We will review it and send you a decision based on the accuracy of the information in your inquiry.
Can I submit several requests?
Yes, if you find a lower price for several rates, you can submit multiple requests; there are no limits.