Terms & Conditions

Stevenswood guarantees that Stevenswood-branded websites will have the best room rate for Stevenswood Spa Resort ("Best Rate Guarantee"). For a claim to be valid under this guarantee, it must satisfy all Terms and Conditions and be submitted in compliance with the Claims Processing procedures.

If you find and advise Stevenswood of a lower, published, available room rate for the same stay, for the same room type and bed type, and for the same dates and number of guests (the "Competing Rate"), prior to, or within 24 hours after, making a reservation on a Stevenswood-branded Website, Stevenswood will honor the Competing Rate. This does not apply to mass-discounters such as Expedia, Hotwire, Price Line, LuxuryLink, Ebay, or other auction or promotional sites.

Additional Charges

The Best Rate Guarantee does not apply to taxes, service fees, incidentals, food, beverage, spa services, gratuities, or any additional resort or guest charges or fees that may apply at Stevenswood Spa Resort.

Available Room Types

The Best Rate Guarantee applies to a competing room type that is substantially similar to a room type that can be booked on a Stevenswood-branded Website.  Competing room types have features that include, but are not limited to, similar views, amenities, bedding, and room size as determined by Stevenswood in its sole discretion ("Competing Room").  If the Stevenswood-branded Websites do not have a substantially similar room type to the Competing Room, Stevenswood, in its sole discretion, may honor the rate for the Competing Room with applicable rate limitations, plus a Best Rate Guarantee Reward, provided such meets all other Terms and Conditions.

Different Currencies

In the event that the Competing Rate is in a different currency from the Stevenswood rate, Stevenswood reserves the right to deny a claim where the Competing Rate appears lower than the Stevenswood rate if it deems that the difference between the rates is due to, but not limited to, different currency exchange rates used by the two rate providers.  

Multiple Night Stay

In the event of a multiple night stay, the Best Rate Guarantee will compare the total room cost of the stay as booked at the Stevenswood Rate with the total room cost of the stay booked at a Competing Rate.

Multiple claims for a stay consisting of two or more consecutive nights will be treated as one claim for one stay and the Best Rate Guarantee will be applied to that one stay.

Opaque Providers

The Best Rate Guarantee does not apply to any rates from opaque providers including, but not limited to, Priceline.com or Hotwire.com. An opaque provider is any entity or service that prevents the buyer from obtaining information relating to available hotel rooms until after the buyer has guaranteed payment ("Opaque Provider").  A site is opaque if it does not divulge any of the following points; (a) the name of the property on which the available hotel room is located, (b) the precise location of the property on which the available hotel room is located, (c) the identity, brand or flag affiliation of the hotel that will provide such available room, and (d) other specific information that may divulge the property's identity (e.g., exact property restaurant name).

Packaged Rates

The Best Rate Guarantee does not apply to packaged rates. Packaged rates include...

Hotel accommodations sold as part of a travel package, in which the property does not provide the extra service, including, but not limited to accommodations plus airfare and/or car rental and/or cruise, as offered on sites such as Site59.com, or AirDepartment.com.

Hotel accommodations sold with value added amenities, including, but not limited to, free breakfast and hotel parking, special packages, such as “Love in Paradise” or “Golf, Wine & Dine”.

Rate Limitations

The Best Rate Guarantee applies to a Competing Rate with rate limitations that are substantially similar to the rate limitations of the rate that can be booked on a Stevenswood-branded Website (the "Stevenswood Rate").  Rate limitations include, but are not limited to, advance purchase requirements, prepayment and deposit requirements, and cancellation and change policies.  If there is no Stevenswood Rate available that has substantially similar rate rules to that of the Competing Rate, and the Competing Rate is lower than any available Stevenswood Rate, Stevenswood, in its sole discretion, may honor the Competing Rate with the applicable Stevenswood Rate Limitations, room type, and amenities,  provided it meets all other Terms and Conditions.

Unpublished Rates

The Best Rate Guarantee does not apply to unpublished rates. Unpublished rates are rates not available to the general public. Rates not available to the general public include, but are not limited to:

Corporate discount rates

Group rates

Meeting rates

Any rates requiring membership in a club such as Costco, AAA rates or AARP rates, affinity program, or other organization where the rates are targeted specifically toward a specific group of individuals and not intended for the general public.

Direct mail solicitations

Electronic mail solicitations

Stevenswood Customer Care Associates have the sole right and discretion to determine the validity of any claim, including, but not limited to, determining that the claim is for the same room type, dates, and that it meets all Terms and Conditions, and Claims Processing requirements.

Claims Processing

A claim must be submitted prior to, or within 24 hours after, making a reservation through a Stevenswood-branded Website, and 24 hours before scheduled arrival. If the original reservation was made within 24 hours of arrival, the Best Rate Guarantee is not applicable.  For non-English or non-US Dollar websites, 48 hours prior to arrival is required for claim processing.  An original reservation refers to the initial reservation made through a Stevenswood-branded Website and does not include modified or cancelled reservations.

The Stevenswood Best Rate Guarantee does not apply to existing reservations booked through a Competing Room provider.  If a reservation is booked through a Competing Room provider, Stevenswood is not responsible for any fees associated with the cancellation of that reservation.  

Communication for Valid Claim

Upon validation of the claim, the Customer Care Associate will send an email or other communication to you that includes the reservation confirmation number, the new rate you will be charged, and, if applicable, confirmation of you travel arrangements.

If you have not received a confirmation from the Customer Care Department within 24 hours of submitting a claim, you may contact a Customer Care Associate by email or phone to check the status of your claim.

A customer who submits a claim prior to making a reservation and whose claim is deemed valid by the Customer Care Department will be contacted to inform them that they have a valid claim.  The customer must respond to the Customer Care Department within 24 hours or prior to local check-in time, which ever comes first, to complete the booking process.  Otherwise, the customer will not be able book at the valid Best Rate Guarantee claim rate.

Contact

Any questions regarding claims should be directed to best.rate@Stevenswood.com or call 1-800-421-2810.  

Pre-paid Rates

If a pre-paid reservation is booked through a Competing Room provider, Stevenswood is not responsible for any fees associated with the cancellation of that reservation.

Rate at Checkout

Upon checkout at Stevenswood, you will be automatically charged the confirmed lower rate. If requested, you may present your email confirmation from the Customer Care Associate to the front desk agent as validation for the lower rate.

Void where prohibited by law. Stevenswood Hospitality Group, LLC. reserves the right to amend, revise, supplement, suspend or discontinue the Best Rate Guarantee at anytime in its sole discretion and without prior notice.