Best Rate Guarantee
Exclusive Member Discounts
Because your loyalty is important to us, Tsogo Sun Hotels is committed to providing the best accommodation rates to you – our Rewards members – when you book on tsogosun.com.
If you haven’t booked with us online before, don’t worry – it’s simple and safe. Our dedicated online agents will help you through the booking process every step of the way. Our customer contact centre and hotel staff members are also on hand to assist you with your bookings and can talk you through the process should you need help.
If you want to make a special request when booking, you can simply add a note under the room preferences section during the booking process. And when it comes to payment, our website is 3D secure. This means you will be authenticated before any payments are made from your credit or debit card when you make your online booking with us.
Should you wish to submit a claim, please click here to access our claim form.
As a gaming cardholder, you are also entitled to receive an accommodation discount. All you need to do is sign up to the hotel rewards programme here, log in and book your stay.
Terms and Conditions
- Applies to bookings made on tsogosun.com only
- Applicable to Tsogo Sun Hotels Rewards Programme members only
- Not applicable to the following hotels: Tsogo Sun hotels outside South Africa, SUN1 or IHG properties, (which include Holiday Inn Sandton, Crowne Plaza Johannesburg The Rosebank, InterContinental Johannesburg OR Tambo and InterContinental Johannesburg Sandton Towers)
- A competing rate is a comparable bed and breakfast rate at a qualifying Tsogo Sun hotel that is offered by a 3rd party/ non-Tsogo Sun website. The competing rate needs to be lower than the rate offered on tsogosun.com in order to be valid for consideration.
- A competing rate excludes auction/bidding, membership and package sites
- Where a lower competing rate is found the hotel will match the valid lower competing rate and additionally offer 20% worth of SunRands on a valid lower competing rate
- A Best Rate Guarantee (“BRG”) claim needs to be lodged within 24-hours of the guest finding a better competing rate. Tsogo Sun Hotels has 48-hours to validate the claim
- Only one claim will be processed per hotel for that stay
- To qualify for compensation, a BRG claims form as completed on tsogosun.com must be completed and provide proof of:
- The competing rate must be supplied together with the claim form. The competing rate will need to be current and lower than the Rewards Programme rate as booked on tsogosun.com.
- The competing rate will have to be at:
- the same hotel,
- with the same room type,
- for the same dates,
- same terms and conditions (including payment conditions),
- same number of guests,
- same value-added amenities (example breakfast).
- The claim will be considered excluding city or country imposed Rates and Taxes but including value added tax
- A competing rate discrepancy of more than 1%
- Available to book at the time of verification
- Bookable only if you provide a form of guarantee to complete the booking (rates that do not require a form of guarantee are ineligible)
- The following criteria will disqualify a BRG claim:
- Negotiated or Confidential Rates
- Rates requiring a paid membership or closed user group
- Not applicable to groups of more than 4 rooms
- A competing rate differential that is due to currency fluctuations
- Competing rates that require credit card details to be able to see the rate or requires promotional codes to gain access i.e. the rate has to be unrestricted and feely available to see
- Packaged rates (rates that include more than bed and breakfast) are excluded
- Competing rates offered on packaged, membership or bidding sites
- Rates on websites that don’t disclose the brand or hotel until the reservation is made
- Rates displayed on sites that do not offer direct reservations and immediate confirmation facilitates
- Existing reservations that are not booked through tsogosun.com
- A claim will only be considered if the name of the claimant is the same as the reservation that was made on tsogosun.com
- Tsogo Sun Hotels reserves the right to deny a claim should Tsogo Sun Hotels not be able to independently validate the competing rate
- The BRG might be disqualified if there was a power outage or technical problems outside reasonable control of Tsogo Sun
- Tsogo Sun Hotels reserves the right to revise, amend, suspend or discontinue the BRG and these terms & conditions in its sole discretion and without prior notice
- BRG excludes Tsogo Sun Hotels and Casinos tactical promotions and ad hoc offers
- The submission of a screenshot with the URL for a rate validation request directly from the 3rd party / non-Tsogo Sun website is a mandatory requirement in order for a claim to be validated. The following claim information is required:
- Loyalty Number (Validity lookup)
- Loyalty Tier (List to choose from)
- First Name
- Last Name
- Email Address
- Primary Contact Number
- Alternative Contact Number
- Full Name on Reservation
- Name of Hotel (List to choose from)
- Date Reservation made
- Reservation Confirmation no.
- Arrival date.
- Departure date
- no. of Guests
- Room Type
- Website address where a lower rate was found (URL)
- Date and time of search
- Image of lower rate from above website
- Tsogo Sun reserves the right to offer this Rewards rate through other direct channels on a discretionary basis