Terms and conditions – Best Rate Guarantee Q&A
What is the Sokos Hotels' Best Rate Guarantee?
When you book your hotel stay through one of the S-Group websites at www.sokoshotels.fi and www.s-matkat.fi, you are always guaranteed to be offered the best available rate. If you find a cheaper rate with the same booking and payment Terms & Conditions for the same hotel on another, non-S Group, website within 24 hrs, we will offer you the lower price and deduct and extra €20 off the cost of your stay.
By booking your hotel stay with us, you will accrue Bonus points and be able to make use of our co-op member offers. In addition to the best rates, we also offer the largest selection of hotel and other services. Making your booking is quick, easy and safe.
Does to Best Rate Guarantee cover all Sokos Hotels bookings?
The Best Rate Guarantee only applies to online bookings and bookings made through the S Group websites at www.sokoshotels.fi and www.s-matkat.fi. The lower rate must apply to an identical booking at the same hotel as the booking made through an S Group website.
Why is there a 24-hour time limit on the guarantee?
This is to allow us to identify the reason for the price difference. The prices may only be available temporarily or may be subject to change.
Why is the guarantee limited to reservations made seven days before the date of arrival?
We respond to all price feedback within two (2) working days. Due to the longer stretches of consecutive public holidays at certain times of the year, we have introduced this limit to allow us to process your claim before you arrive at the hotel for your stay.
What types of room rates does the Best Rate Guarantee apply to?
The guarantee applies to all publicly available rates, excluding package deals, special offers and advance purchase rate. The guarantee excludes special rates offered to pre-defined target audiences and contractual rates.
What should I do if I find a cheaper rate on offer on a third party website?
We ask that you complete the feedback form here. If you cannot access the form online, a member of staff at one of our hotels or Sales Service Centre would be pleased to help you.
What information will I need to submit with the form?
All required fields on the Best Rate Guarantee feedback form are marked with an asterisk (*). Please make sure that your name and booking confirmation number are entered correctly. Please also provide the name of the website offering the cheaper rate.
What if the cheaper rate is offered in another currency?
The new rate must be in the same currency as the original booking: Euros (EUR) at Sokos Hotels in Finland and Estonia and Rubles (RUB) in Russia. Exchange rates used by online travel agents can vary significantly and any fluctuations may create a difference in the rates on offer.
Do I need to provide a screen shot as proof of the cheaper rate?
No. All you will need to do is complete the fields marked with an asterisk on the form.
When will I find out if my feedback has been processed?
We process all forms within two (2) working days.
What happens after you have processed the form?
If your claim meets the Best Rate Guarantee Terms & Conditions we will offer you your original booking at the lower rate and take an extra €20 off the cost of your stay. We will then issue you with a new booking confirmation with the updated price.
We will also respond within two (2) working days to any claims that do not meet the Best Rate criteria.
Can I use the additional discount to pay for other services at the hotel?
The additional discount is provided on the cost of the overnight stay and cannot be used to pay for other hotel services.
Should I mention that I have found a cheaper rate and my booking has been adjusted accordingly when I check in?
No, that will not be necessary. We will send you a new booking confirmation in advance and the new details will be available to reception staff in time for your check-in.
How much S-Etukortti card Bonus will I be awarded for overnight stays at Sokos Hotels?
You will be awarded Bonus points on the full cost of your stay when you book a leisure stay or hotel package. From 1 January 2012 onwards, Bonus points are only available on bookings made through one of the Sokos Hotels' own booking channels. As a co-op member, you should make all your bookings using one of our websites at www.sokoshotels.fi or www.s-matkat.fi, contact the Sokos Hotels Sales Service Centre or make your booking directly through one of our hotels in Finland, Tallinn or St Petersburg.
Are the co-op member special offers or discounts for co-op members available if I make my booking through another service provider?
Special offers and discounts for co-op members are only available if you make your booking through Sokos Hotels.