If you book via a Quest Official Booking Channel and within 24 hours find an equivalent offer on another website for the same hotel with the same category room being offered at a lower price, we will match the lower rate, subject to these terms and conditions (Best Rate Guarantee).
(a) A confirmed booking of a Quest serviced apartment (Booking) must be made through one of the following Quest booking channels (the Quest Official Booking Channels):
(i) online via www.questapartments.com.au or www.questapartments.co.uk;
(ii) via telephone with our Customer Contact Centre on 1800 334 033 (in Australia), and 1800 334 033 (in the United Kingdom); and
(iii) directly with a Quest Apartment Hotel in Australia, and the United Kingdom by phone, email or in person.
(b) A confirmation number must also have been issued to you to validate the Booking.
(c) Bookings made less than 24 hours prior to the date of check-in are not covered by the Best Rate Guarantee.
2.1 Publicly available rates
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.
2.2 Same hotel, room category and dates
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.
2.3 Same sales conditions
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.
2.4 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.
3.1 Submitting a Claim
(a) 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 this link 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.
3.2 Assessing your Claim
(a) After receipt of a valid Claim, Quest will assess your Claim and notify you of the results.
(b) Submitted Claims will be assessed within 48 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.
3.3 Currency
(a) If the Comparison Rate is provided in a different currency from that of your Booking, the Comparison Rate currency will be converted into the same currency as your Booking.
(b) The exchange rate used will be the exchange rate at the date and time the Booking was made for the applicable currency conversion as provided by xe.com inc. as shown on the website located at https://www.xe.com/.
(c) Quest always reserves the right to refuse a Claim if the exchange rates used by the Comparison Rate provided and the Booking are different.
(d) Comparison Rates that differ from the Booking price primarily due to:
(i) differences in the currency exchange rates between the currency of the Comparison Rate and the currency of the Booking; and
(ii) fluctuations, rounding of figures or similar differences in the currency exchange rates,
will be excluded and your Claim rejected.
3.4 Accepted Claims
(a) 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.
(b) 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.
3.5 Rejected Claims
(a) If your Claim is rejected by Quest, we will send an email to the address provided in your claim form notifying you of this.
(b) Should you cancel your Booking, the sales conditions and other terms and conditions of your Booking will apply.
Quest is not responsible (and you agree to release, indemnify and hold Quest harmless) for any fees, costs, damages, legal claims and other losses (including any special or consequential loss) you incur due to and/or arising out of (whether directly or indirectly) your use of the Best Rate Guarantee programme and/or your cancellation or modification of any Booking, reservation or any of your other arrangements.
(a) By submitting a Claim, you:
(i) agree that you have read and understood these terms and conditions;
(ii) confirm that you are a natural person aged 18 or over;
(iii) agree to be bound by these terms and conditions; and
(iv) understand and accept Quest’s privacy policy which can be accessed at https://www.questapartments.com.au/privacy.
(b) Quest reserves the right to modify these terms and conditions, temporarily suspend and recommence, alter or terminate the Best Rate Guarantee at any time without prior notice.
(c) The laws of the State of Victoria, Australia, govern these terms and conditions and you agree to submit to the non-exclusive jurisdiction of the State of Victoria, Australia.
(d) The Best Rate Guarantee will not apply where any part of these terms and conditions is invalid, unenforceable or prohibited by law.
(e) Quest holds sole final discretion in the assessment of all Claims.
(f) “Quest”, “we”, “our” or “us” means Quest Serviced Apartments Pty Ltd (ACN:119 523 483) and as the context applies, its subsidiaries, nominees and franchisees operating under the Quest brand, its current and former officers, employees, representatives, contractors and agents (including those of its subsidiaries, nominees and franchisees).
(g) “Quest Apartment Hotel” means any Quest serviced apartment hotel available for reservation via the Quest Official Booking Channels.
(h) References to “you” or “your” mean you as a natural person or an entity (as applicable), being a party subject to these terms and conditions.
(i) Headings are for ease of reference and do not affect the meaning of these terms and conditions.
(j) The singular includes the plural and vice versa.
