Best Rates Guaranteed
Terms and Conditions
Revised January 26, 2008
Planet Hollywood Resort & Casino guarantees that the Planet Hollywood Resort & Casino website will have the best room rate for Planet Hollywood Resort & Casino ("Best Rate Guarantee"). This guarantee applies to reservations for guest rooms at Planet Hollywood Resort & Casino. For a claim to be valid under this guarantee, it must satisfy all Terms and Conditions and be submitted in compliance with the Claims Processing procedures.
If you find and advise Planet Hollywood Resort & Casino of a lower, published, available room rate for for the same room type and bed type, and for the same dates and number of guests (the "Competing Rate"), prior to, or within 24 hours after, making a reservation on the Planet Hollywood Resort & Casino website, Planet Hollywood Resort & Casino will honor the Competing Rate along with an additional ten percent (10%) discount off the Competing Rate.
Planet Hollywood Resort & Casino will honor the Competing Rate along with an additional ten percent (10%) discount off the Competing Rate, or 2,000 Starwood points.
Additional Charges
The Best Rate Guarantee does not apply to taxes, gratuities, or any additional resort or guest charges or fees that may apply at Planet Hollywood Resort & Casino.
Available Room Types
The Best Rate Guarantee applies to a competing room type that is substantially similar to a room type that can be booked on the Planet Hollywood Resort & Casino website. Competing room types have features that include, but are not limited to,�similar views, amenities, bedding, and room size as determined by Planet Hollywood Resort & Casino in its sole discretion ("Competing Room"). If the Planet Hollywood Resort & Casino website does not have a substantially similar room type to the Competing Room, Planet Hollywood Resort & Casino, in its sole discretion, may honor the rate for the Competing Room with applicable rate limitations,�plus a BRG Reward, provided such meets all other Terms and Conditions.
Different Currencies
In the event that the Competing Rate is in a different currency from the Planet Hollywood Resort & Casino rate, the Planet Hollywood Call Center will convert the Competing Rate into the same currency as the rate offered on the Planet Hollywood Resort & Casino website. The currency exchange rate�to be applied will be based on the exchange rate�at the time of making the original reservation. After converting the Competing Rate, Planet Hollywood Resort & Casino reserves the right to deny a claim where the Competing Rate appears lower than the Planet Hollywood Resort & Casino rate if it deems that the difference between the rates is due to, but not limited to, different currency exchange rates used by the two rate providers.
Multiple Night Stay
In the event of a multiple night stay, the Best Rate Guarantee will compare the total room cost of the stay as booked at the Planet Hollywood Resort & Casino Rate with the total room cost of the stay booked at a Competing Rate.
Opaque Providers
The Best Rate Guarantee does not apply to any rates from opaque providers. An opaque provider is any entity or service that prevents the buyer from obtaining information relating to available hotel rooms until after the buyer has guaranteed payment ("Opaque Provider"). A site is opaque if it does not divulge any of the following points; (a) the name of the property on which the available hotel room is located, (b) the precise location of the property on which the available hotel room is located, (c) the identity, brand or flag affiliation of the hotel that will provide such available room, and (d) other specific information that may divulge the property�s identity (e.g., exact property name).
Packaged Rates
The Best Rate Guarantee does not apply to packaged rates. Packaged rates include…
- Hotel accommodations sold as part of a travel package, in which the property does not provide the extra service, including, but not limited to accommodations plus airfare and/or car rental and/or cruise.
- Hotel accommodations sold with value added amenities, including, but not limited to, free breakfast and hotel parking
- Packages sold with mandatory timeshare tours
Rate Limitations
The Best Rate Guarantee applies to a Competing Rate with rate limitations that are substantially similar to the rate limitations of the rate that can be booked on the Planet Hollywood Resort & Casino website. Rate limitations include, but are not limited to, advance purchase requirements, prepayment and deposit requirements, and cancellation and change policies. If there is no Planet Hollywood Resort & Casino Rate available that has substantially similar rate rules to that of the Competing Rate, and the Competing Rate is lower than any available Planet Hollywood Resort & Casino Rate, Planet Hollywood Resort & Casino, in its sole discretion, may honor the Competing Rate with the applicable Planet Hollywood Resort & Casino Rate Limitations, room type, and amenities, provided it meets all other Terms and Conditions.
Unpublished and Promotional Rates
The Best Rate Guarantee does not apply to unpublished and promotional rates. Unpublished and Promotional rates are rates not available to the general public. Rates not available to the general public include, but are not limited to:
- Corporate discount rates
- Casino gaming offers
- Group rates
- Meeting rates
- Any rates requiring membership in a club such as AAA rates or AARP rates, affinity program, or other organization where the rates are targeted specifically toward a specific group of individuals and not intended for the general public.
- Direct mail solicitations
- Electronic mail solicitations
Planet Hollywood Resort & Casino Call Center Associates have the sole right and discretion to determine the validity of any claim, including, but not limited to, determining that the claim is for Planet Hollywood Resort & Casino with the same room type, dates, and that it meets all Terms and Conditions, and Claims Processing requirements.
Claims Processing
A claim must be submitted prior to, or within 24 hours after, making a reservation through the Planet Hollywood Resort & Casino website, and 24 hours before scheduled arrival. If the original reservation was made within 24 hours of arrival, the Best Rate Guarantee is not applicable. For non-English websites, 48 hours prior to arrival is required for claim processing. An original reservation refers to the initial reservation made through the Planet Hollywood Resort & Casino website and does not include modified or cancelled reservations.
The Planet Hollywood Resort & Casino Best Rate Guarantee does not apply to existing reservations booked through a Competing Room provider. If a reservation is booked through a Competing Room provider, Planet Hollywood Resort & Casino is not responsible for any fees associated with the cancellation of that reservation.
For expedited Best Rate Guarantee processing, it is recommended that you make a reservation through the Planet Hollywood Resort & Casino website prior to filing the claim.
Claim Submittal Form
A claim submittal web form is available on Planet Hollywood Resort & Casino website at Planet Hollywood Resort & Casino BRG Claim Form. To submit this claim form, fill out all the required fields and click the submit button at the bottom of the form.
Communication for Valid Claim
Upon validation of the claim, the Planet Hollywood Reservation Associate will send an email or other communication to you that includes the reservation confirmation number, and the new rate you will be charged.
If you have not received a confirmation from the Planet Hollywood Reservation Department within 24 hours of submitting a claim, you may contact a Planet Hollywood Reservation Associate by email or phone to check the status of your claim.
A customer who submits a claim prior to making a reservation and whose claim is deemed valid by�the Planet Hollywood Reservation Department�will be contacted to�inform them that they have a�valid claim.� The customer must respond to the Planet Hollywood Reservation Department within 24 hours or prior to local check-in time, which ever comes first, to complete the booking process.� Otherwise, the customer will not be able book at the valid BRG claim rate.
Contact
Any questions regarding claims should be directed to brg@planethollywood.com or call 866-919-7472 (FAME).
Denied BRG Rate
If, for any reason, following receipt of confirmation of a valid claim and creation of a BRG reservation, Planet Hollywood Resort & Casino Hotel does not honor the BRG rate, you must contact a Planet Hollywood Reservation Associate within 15 days of the conclusion of your stay with the reservation number for your claim. The Planet Hollywood Reservation Associate will investigate the denied BRG rate and will arrange reimbursement of the difference between the room rate charged and the confirmed BRG rate, provided the room rate charged is higher than the confirmed BRG rate.
Pre-paid Rates
In the case of a fully prepaid rate booked through the Planet Hollywood Resort & Casino website, Planet Hollywood Resort & Casino will refund the difference to your credit card, if applicable, within 30 business days of submitting your claim. If a prepaid reservation is booked through a Competing Room provider, Planet Hollywood Resort & Casino is not responsible for any fees associated with the cancellation of that reservation.
Rate at Checkout
Upon checkout at Planet Hollywood Resort & Casino, you will be automatically charged the confirmed lower rate. If requested, you may present your email confirmation from the Planet Hollywood Reservation Associate to the front desk agent as validation for the lower rate.
Void where prohibited by law. Planet Hollywood Resort & Casino reserves the right to amend, revise, supplement, suspend or discontinue the Best Rate Guarantee at anytime in its sole discretion and without prior notice.
