Hamilton Island Enterprises
Definition, eligibility and application of the guarantee
1.0 To be eligible for the Hamilton Island Enterprises Best Price Guarantee you must book directly, or access a quote directly from Hamilton Island Enterprises (HIE) through one of the following channels
1.1 On an eligible HIE Website:
1.2 The HIE reservations centre on 13 7333 or internationally on +61 2 9433 0444
2.0 To be eligible for the HIE Best Price Guarantee you must book directly, or access a quote directly from HIE for one of the following Hamilton Island hotels
2.2 Beach Club
2.3 Reef View Hotel
2.4 Palm Bungalows
3.0 If you have already booked directly with HIE and (within 24 hours of receiving your confirmation number) you receive an equivalent offer via email, newspaper or on another website for the same hotel at a lower price (excluding credit card fees and handling fees), we will honour the lower rate if you call us with details within 24hrs of receiving your confirmation number.
3.1 Eligibility for this Best Price Guarantee is on the original reservation booked directly with HIE and does not include amended, adjusted, modified, or cancelled reservations.
Applicable rates / Exclusions
4.0 The Best Price Guarantee applies solely to Hamilton Island Enterprises hotel room bookings, and accommodation packages. The rates covered by the Best Price Guarantee must be accessible to the public and available for reservation; expressly excluded are:
4.1 Group rates
4.2 Industry and Agent rates
4.3 Flight-inclusive rates
4.4 Rates granted to conference & seminar organisers and participants
4.5 Rates granted to HIE’s’ partners and employees
Type of rooms
5.0 The Best Price Guarantee applies to an equivalent type of room to that which was booked directly with HIE. Rooms and packages must be directly comparable to rooms and packages bookable directly with HIE. You cannot compare two different room-types, or packages with different inclusions when making a claim.
Dates and length of the stay
6.0 The Best Price Guarantee only applies to dates that are exactly comparable with third-party vendors. This is due to the seasonal nature of our pricing.
7.0 The Best Price Guarantee is applied in Australian Dollars only. Any comparable rate on a third party website must be fully bookable in Australian Dollars. The guarantee does not apply if the lower rate is due to rounding.
8.0 The sales conditions associated with the rate on another Internet site must be the same or directly comparable to the rate booked directly with HIE in order for the Best Price Guarantee to apply. This concerns in particular:
8.1 prepayment and deposit requirements
8.2 cancellation conditions
8.3 conditions regarding modification of the reservation
8.4 Only online reservation websites or email offers that offer ‘instant confirmation’ on specific dates can be price matched. Websites or emails that offer rates and specific dates ‘on request’ are unable to be price matched and are not valid for the Best Price Guarantee
8.5 It will be up to the discretion of HIE as to whether the sales conditions are reasonably comparable
8.6 Frequent flyer point allocation and other loyalty scheme incentives are not deemed to be comparable rate/package conditions
Filing a claim
9.0 To submit a claim under the Best Price Guarantee, you must call the Hamilton Island Holidays on 13 7333 (within Australia) or internationally on +61 2 9433 0444
A claim may be made within the 24 hours following a booking made directly with HIE as attested by the time on the reservation, and 72 hours before the scheduled arrival at the hotel. If the original booking was made within the 72 hours preceding the arrival at the hotel, the Best Price Guarantee does not apply.
HIE must be able to view the third party offer and it must be available and immediately bookable. In order to verify the offer you may be asked to:
9.1 Quote a third-party internet site where a cheaper rate is offered;
9.2 Forward us an email that outlines an offer from a third party agent;
9.3 Fax or email a scanned copy of an original press or advertising clipping outlining the details of the third-party offer
Handling of claims
10.0 After verification by the Hamilton Island Holidays customer service consultant, the Best Price Guarantee will be granted if your claim meets all the conditions of application. The Hamilton Island Holidays customer service consultant will send you an e-mail giving you the confirmation number of your reservation as well as the new rate applicable to your reservation.
In the case of a prepaid reservation rate booked directly with HIE, the hotel will reimburse the difference in price on the credit card initially debited online.
If the claim does not meet the conditions of the Best Price Guarantee, the customer service consultant will contact you to explain why the guarantee could not be applied either by telephone or by email.
In the case that you wish to cancel the reservation made directly with HIE, the original booking Cancellation Terms and Conditions will apply.
HIE is the final authority on interpretation of these rules and any decision made by HIE in regard to these rules is final.
11.0 HIE declines any responsibility regarding any expenses that may arise from cancelling a reservation either made directly with HIE or with a third party supplier.
HIE reserves the right to modify or terminate the Best Price Guarantee and the terms and conditions of this Guarantee at any time and without prior notice.