Best Rate Guarantee Policy and Procedure

We guarantee you the best available rate when you book a room via our websites (www.hotelrenew.com; www.lotushonolulu.com; www.waikikimalia.com). If you find a lower publicly available rate (“Lower Rate”) elsewhere within 24 hours of making your booking, we will match the lower rate, subject to the following terms and conditions:

1. Reservations must be made through the Hotel official website.

2. The Lower Rate must be for the same type of accommodation, which means the same room type, at the same hotel or resort, with the same dates and length of stay, same number of guests, with a similar view or room size, same designation as either cancellable or non-cancellable, same advance purchase policies and the same terms and conditions governing the room rate.

3. You must complete and submit a claim submittal with screenshots of the lower priced option to the hotel Front Desk email below:

Waikiki Malia: aloha@waikikimalia.com

4. You must submit your claim within 24 hours of the reservation being made, and at least 48 hours (72 hours for non-English websites) before the standard check-in time at the applicable hotel or resort.

5. You may submit only one claim for each reservation.

6. Rate comparisons will be made net of taxes, gratuities, service charges, early departure fees, or other fees and incidental charges. Free breakfast and free or discounted amenities or services offered as part of the Lower Rate will be excluded from the rate comparison, and will not be provided when matching the Lower Rate.

7. MacNaughton Hospitality, Waikiki Malia, Hotel Renew and Lotus Honolulu reserves the right to deny a claim, if it cannot independently verify the availability of a Lower Rate at the time it processes the claim. The Lower Rate must be bookable on another website. Advertised or inquiry only rates do not qualify.

8. MacNaughton Hospitality, Waikiki Malia, Hotel Renew and Lotus Honolulu may at any time and without notice terminate or restrict a person’s ability to submit a claim under or otherwise benefit from the Best Rate Guarantee if in its sole discretion MacNaughton Hospitality, Waikiki Malia, Hotel Renew and Lotus Honolulu determines that such person has: (a) acted in a manner inconsistent with applicable laws or ordinances; (b) acted in a fraudulent or abusive manner; (c) submitted multiple invalid Best Rate Guarantee claims; (d) failed to stay at Waikiki Malia, Hotel Renew and Lotus Honolulu after receiving approved Best Rate Guarantee claims; or (e) breached any of these terms and conditions.

9. The Best Rate Guarantee does not apply to existing reservations that are not booked through the Waikiki Malia, Hotel Renew and Lotus Honolulu website, and MacNaughton Hospitality, Waikiki Malia, Hotel Renew and Lotus Honolulu is not responsible for any fees associated with cancelling a reservation made through a different channel (e.g., a call center, a non- MacNaughton Hospitality, Waikiki Malia, Hotel Renew and Lotus Honolulu booking channel).

10. The Best Rate Guarantee will be suspended during times where the Waikiki Malia, Hotel Renew and Lotus Honolulu websites or certain rates are not available due to an outage, a technical issue or a circumstance beyond MacNaughton Hospitality, Waikiki Malia, Hotel Renew and Lotus Honolulu reasonable control.

11. MacNaughton Hospitality, Waikiki Malia, Hotel Renew and Lotus Honolulu may deny claims where the applicable hotel or resort will no longer be operating as a MacNaughton Hospitality hotel or resort on the date of the stay in question.

12. Any disputes arising out of or related to the Best Rate Guarantee or these terms and conditions shall be handled individually without any class action, and shall be governed by, construed and enforced in accordance with the laws in which the MacNaughton Hospitality, Waikiki Malia, Hotel Renew and Lotus Honolulu hotel or resort being booked is located.

13. Unless prohibited by law, MacNaughton Hospitality, Waikiki Malia, Hotel Renew and Lotus Honolulu reserves the right to amend, revise, supplement, suspend or discontinue the Best Rate Guarantee program and the terms and conditions at any time in its sole discretion and without prior notice.

Our Best Rate Guarantee does not apply to the following:

1. Reservations booked via non- MacNaughton Hospitality, Waikiki Malia, Hotel Renew and Lotus Honolulu websites.
2. Hotel packages or travel packages that may include hotel, airfare, car rental, food and beverage offers or other similar packages or amenities.
3. Discount or negotiated rates not available to the general public, including but not limited to membership rates (e.g., AAA or AARP); corporate, government, promotional, unpublished, packaged or opaque rates; group or other specially negotiated rates or rates available on closed membership sites; or rates attained through the use of third-party discount codes or coupons.
4. Auction sites or sites on which reservation holders are reselling confirmed reservations.
5. Reservations made within 24 hours of arrival.
6. Taxes, gratuities, service charges, early departure fees or other fees and incidental charges.
7. Rate disparities due to fluctuations, rounding or differences in currency exchange rates.

Claim process:

For a claim to be eligible under the Best Rate Guarantee, it must be submitted by email to:

Waikiki Malia: aloha@waikikimalia.com
Hotel Renew: aloha@hotelrenew.com
Lotus Honolulu: aloha@lotushonolulu.com

A claim with screenshots of the lower priced option must be submitted no more than 24 hours after making a reservation through Waikiki Malia, Hotel Renew and Lotus Honolulu direct channel, and at least 48 hours (72 hours for non-English websites) before the standard check-in time at the applicable hotel or resort. The claim will be processed within 24 hours (72 hours for claims received via non-English websites).