Quest Best Rate Guarantee

Frequently Asked Questions

At Quest, we’re confident you’ll always get the best prices on our official website. If you do happen to find a lower price after booking via the Quest official website, we’ll happily match the lower rate subject to terms and conditions. Here's how it works.

The rates eligible for consideration under the Best Rate Guarantee (Comparison Rates) must be rates that are:

(a) currently available to the general public on the internet; and

(b) not already available at the same or lower rate via any Quest Official Booking Channel.


The Comparison Rate must: 

(a) be for the same Quest Apartment Hotel as the Booking;

(b) be for the same room category as the Booking; 

(c) be for the same check-in and check-out dates as the Booking; and

(d) apply for the entire duration of your stay in accordance with the Booking.

The sales conditions of the Comparison Rate must be the same as the sales conditions of your Booking, including but not limited to:

(a) advance purchase, prepayment and deposit conditions;

(b) cancellation conditions;

(c) conditions regarding modifications to the reservation; and

(d) the other terms and conditions governing the Comparison Rate.


Excluded rate types Comparison Rates expressly exclude the following:

(a) Group rates;

(b) Package or group rates that extend the length of a stay;

(c) Corporate rates that are contracted, negotiated or subject to tender;

(d) Conference and seminar rates;

(e) Packaged rates that include the room and other components including but not limited to travel, car rental, entertainment and meals;

(f) Rates accessible via membership or registration of any kind, including: 

(i) online or mobile interface membership programmes requiring a username, password or other login to consult hotel rates and room availability;

(ii) any memberships or programmes where membership is not automatic; and

(iii) any programmes which require users to register or complete a customer profile to view rates or become members;

(g) Specific promotional offers, including those granting an additional discount after the booking is made;

(h) Rates that are available via auction (including auction websites);

(i) Pre-paid rates that involve a voucher or other form of pre-paid certificate (including electronic vouchers and certificates); 

(j) Member rates under Quest programmes such as The Quest Online Advantage;

(k) Rates granted to Quest partners and their employees;

(l) Rates granted to Quest staff; 

(m) Rates offered by opaque inventory sources, which only specify the hotel name or location once a confirmed reservation has been made; and

(n) Rates that are not verifiable in any way by Quest.

Click here for Terms & Conditions that apply to the Quest Best Rate Guarantee.

If you wish to submit a claim under the Best Rate Guarantee, you must:

(i) find a valid Comparison Rate; and

(ii) submit a claim form via https://www.questapartments.com.au/best-rate-guarantee, within 24 hours of the time of your Booking (Claim).

(b) A claim form is not complete unless all mandatory fields on the claim form are properly completed and all required supporting documents or images are attached to the claim form.

(c) Quest reserves the right to request further information from you before assessing your Claim.

(d) Claims that are incomplete, incorrect or lacking further information requested by Quest, or that include illegible or incomplete supporting documents, will be rejected.

(e) A Claim cannot be made less than 24 hours prior to the date of check-in of your Booking

Click here for Terms & Conditions that apply to the Quest Best Rate Guarantee.

After receipt of a valid Claim, Quest will assess your Claim and notify you of the results.

(b) Submitted Claims will be assessed within two business days.

(c) You may only submit one Claim per Booking.

(d) Assessment of Claims will be made net of any taxes but inclusive of all booking fees and charges.

(e) Comparison Rates only applicable to a portion of your entire scheduled stay in your Booking will be rejected.

(f) For Comparison Rates concerning two or more consecutive nights at the same Quest Apartment Hotel, the Comparison Rate must be based on the price per night and not the total stay.

(g) Quest may deny Claims where the difference between the Comparison Rate and the Booking is less than $1 AUD.

Click here for Terms & Conditions that apply to the Quest Best Rate Guarantee.

If your Claim is accepted by Quest, we will send an email to the address provided in your claim form with the Booking confirmation number as well as the applicable new rate matching the Comparison Rate.

Where you have made a pre-paid Booking and your Claim is accepted by Quest, the individual Quest Apartment Hotel you are staying at will reimburse at the time of your stay the difference in price between the accepted Comparison Rate and the original Booking on the credit card used to make the Booking.

Click here for Terms & Conditions that apply to the Quest Best Rate Guarantee.

All Best Rate Guarantee claims are subject to these Terms and Conditions.
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