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Terms and Conditions


If you have made a booking on www.novotel.com and within 24 hours find an equivalent offer on another website for the same hotel at a lower rate (excluding holiday taxes and including booking fees), we will honour this rate and give you a further reduction of 10%.

The guarantee: how it is applied

The Best Price Guarantee applies to the reservation of a Novotel hotel made on www.novotel.com for which a confirmation number has been issued to validate the reservation.

To make a claim under the Best Price Guarantee, you must complete the online claim form at www.novotel.com.

Applicable rates / Exclusions

The Best Price Guarantee applies to Novotel hotel room reservations only and excludes the sale of all-inclusive packages (including offers proposed at the hotel, transportation services or any other service related to room reservation).

The rates covered by the Best Price Guarantee must be accessible to the general public and available for reservation. Rates excluded are:

  • group rates
  • corporate rates
  • rates granted to conferences and seminar organizers
  • rates granted to Accor Favourite Guest card or Accor Favourite Guest Corporate card holders
  • rates granted to Accor partners and their employees
  • rates granted to Accor employees

Room type

The Best Price Guarantee applies to the equivalent room type as the one booked on the Internet site www.novotel.com.

The equivalent room must be available and bookable on another website at the time of verification by the Accor customer service department.

Dates and length of stay

The Best Price Guarantee applies to the same dates as those booked on www.novotel.com.

For claims concerning a reservation of two consecutive nights or more (at the same hotel), the Best Price Guarantee applies on the basis of the price per night and not on the total price of the stay.


If the rate found on another website is given in a currency different from that of the rate booked on www.novotel.com, the customer service department will convert this rate into the same currency as the rate offered on the www.novotel.com website.

The exchange rate used will be the Accor exchange rate in effect on the www.novotel.com website at the time of the initial reservation.

After converting a rate, Accor reserves the right to refuse a claim, in particular if the difference between the rates is due to the fact that the two Internet sites use different exchange rates.

Sales conditions

The sales conditions associated with the rate on the other Internet site must the same as the sales conditions of the rate booked on www.novotel.com in order for the Best Price Guarantee to apply.

This concerns in particular:

  • prepayment and deposit requirements
  • cancellation conditions
  • conditions regarding modification of the reservation.

Filing a claim

The online claim form can be accessed on the website www.novotel.com. The mandatory fields on the claim form must be properly completed, and the required supporting documents must be attached to the claim. Claims that are incomplete or incorrect, or that include illegible or incomplete supporting documents, will not be processed.

A claim may be made within the 24 hours following the reservation made on www.novotel.com, as attested to by the time on the reservation confirmation, and 72 hours before the scheduled arrival at the hotel. If the initial reservation was made within the 72 hours preceding arrival at the hotel, the Best Price Guarantee does not apply.

Claim handling

After verification by the customer service department, the Best Price Guarantee will be applied if your claim meets all the necessary conditions. The customer service department will send you an e-mail with the confirmation number of your reservation and the new rate that applies to your reservation.

In the case of a prepaid reservation rate, the hotel will reimburse the difference on the card used initially online.

If the claim does not meet the conditions of the Best Price Guarantee, the customer service department will send you an e-mail stating that the Guarantee cannot be applied.

Should you wish to cancel the reservation made on www.novotel.com, the cancellation conditions applicable are those stated in the sales conditions presented online.

Rate billed at check-out

Upon departure from the hotel, you will be billed the rate confirmed by the customer service department along with any other services not included in the reservation (restaurant, bar, etc.).

In the event that the rate was prepaid at the time of the booking, only the services not included in the reservation (restaurant, bar, etc) will be billed at check-out.

Compliments Points will be credited to Accor loyalty cardholders on the basis of the rate actually billed at the hotel at the hotel.


Accor declines any responsibility as to any expenses that may arise from cancelling a reservation, for all reservations that are made on an Internet site other than www.novotel.com.

Accor reserves the right to modify or terminate the Best Price Guarantee and the conditions of the Guarantee at any time and without prior notice.