Notes

Skip to Main Content
Runway
Home
Topics
Search...
Preferred Language
English (US)
ALL BILLING / PAYMENT

Article
Validate and process a Lodging Price Guarantee claim
Article Record Type
Legacy
Article Number
000002904
Legacy Id
40287
Publication Status
Published
New Info
Last Published Date
2/20/2024, 2:02 PM
Topics:
All Roles
All Billing / Payment
All Brands
CheapTickets
ebookers
Expedia
Hotels.com
Mrjet
Orbitz
Travelocity
WOTIF
Lodging
Details
Before you begin

You must independently validate each claim before processing.
If the price difference is less than or equal to 25% of the booking value, meets all criteria and you can independently validate the claim, continue to process the claim.
If the price difference is more than 25% of the booking value, meets all criteria and you can independently validate the claim:
Have a supervisor review and sign off
Document that a supervisor has signed off
Continue to process the claim
You must validate the competitor's website on the approved list. If you believe a website is missing from the approved list, please follow the steps outlined in Price Match Guarantee approved competitor websites. Do not accept screenshots from the customer without the appropriate claim form. Exception: You can match against a direct hotel website as long as it's publicly available, e.g. the traveler doesn't need to create an account.
Use the traveler’s email address to search in Voyager Next and, with the itinerary in Voyager Classic, for any duplicate requests submitted for the same itinerary and the same price.
If multiple claims have been submitted for the same itinerary, and for the same requested price difference, check if a refund has already been processed or SR has been created.
In instances of suspected fraud or claim abuse, escalate the case and itinerary to your supervisor.
Supervisor: Escalate the suspected fraud to your Expedia Operations Manager.
If the refund has already been processed, or a SR has already been created, inform the customer that the claim has been previously resolved and inform the customer of the existing refund amount and timeline.
If the traveler is marked as an abuser, check with your supervisor before proceeding.
DO NOT mention that the traveler or itinerary has been flagged for abuse.
If the Price Guarantee claim meets all criteria and is more than 48 hours old, but the price is not displaying as the customer claims:


If the price difference is... Then
Less than 10% of the booking value You may go ahead and process the claim.
11% to 20% of the booking value Have a supervisor review. If they agree, go ahead and process the claim.
More than 20% of the booking value Escalate to your supervisor for review by an Expedia Manager.








Validate a Price Guarantee claim
For claims 25 USD and under:
See Process lodging Price Guaranatee requests up to 25 USD.



For claims over 25 USD
Eligible Price Guarantee claims must be:

Standalone hotel bookings
Non-opaque rates
Opaque rates mean the customer must complete the reservation before learning the property name.
With non-opaque rates, the customer knows which property they're booking before they check out.
Eligible Price guarantee claims can also be:

Member Prices
Itineraries where a customer used a rewards redemption, marketing coupon, or goodwill coupon.
LATAM: Itineraries paid with an installment play against a competitors installment plan rate
Price match against a competitor site, either refundable or non-refundable

Expedia

Traveler must sign into the account.

Access the Hotel Price Guarantee form.

Select the itinerary and click Next: tell us about the lower price.

Fill out the information then click Submit form.

Hotels.com

If the lower price is found on a competitor's website, Hotels.com will refund the price difference in the same method of original payment.

Go to the Price Guarantee page.

Scroll down to Ask us to match the price.

Choose Submit your request.

Fill out the information then click Send request.





Additional requirements
Category

Requirements

Booking details

The itinerary details should match as closely as possible, though some items need to be an exact match.

These details must be an exact match:

Stay dates
Hotel property
Number of occupants
Cancellation policy – If the traveler booked a Non-refundable rate but is price matching against a Refundable rate we can accept the claim.
Rate plan (Refundable vs. Non-Refundable)
Room type (Examples: sea vs. city view, deluxe room vs. standard room)
POSa

For Expedia POSa not yet on One Key: Claims can only be accepted from the following points of sale and the traveler must be an Expedia Rewards member:

CA
MX
AU
NZ
NL
UK
For Hotels.com US and Expedia US: Claims can only be accepted from One Key members and refunds will be issued in the form of OneKeyCash after check out.

All other brands have no point of sale restrictions and refunds are issued back to the original form of payment.

Deadlines


Hotels.com Rewards Silver and Gold members not yet on One Key: Deadline to submit claim is until check-in (hotel local time)
All other customers: Deadline to submit claim is 11:59 PM (23:59) the day before check-in, hotel timezone.

Eligible competitors

Any competitor site as listed on the approved list
A site that is available to anyone without the need for membership.
Examples of ineligible sites: AARP, Groupon, Rakuten, or Costco—because customers must have memberships.
Any Expedia Group brand, except Vrbo
Expedia
Hotels.com
Travelocity
Orbitz
Hotwire
Cheaptickets
Ebookers
Wotif
Lastminute.com.au
Mr. Jet
Top of page








One Key steps for Expedia and Hotels.com US POS
Claims can only be made by One Key members
Claim deadline is 11:59 PM day before check-in, hotel timezone for all members.
Claims do not include taxes and fees. Process claims on the amount paid before tax/fees.
Claims are only processed in the form of OneKeyCash
Claims are only processed within 72 hours after check out.
How to process Price Guarantee claims for One Key members

If before check out, create a Price Match SR scheduled for day after check out. The Offline Team will confirm the booking is not cancelled, then add OneKeyCash.
If after check out date, confirm the booking is not canceled, then add OneKeyCash (at the itinerary-level when possible) in the amount of the price difference. Subtract previous price match OneKeyCash refunds before adding more OneKeyCash. Use OneKeyCash reason code Hotel Price Guarantee. Use a One Key price guarantee email template to let the customer know.
If the booking is canceled, do not add OneKeyCash. Use email template Denied – booking cancelled to let the customer know.
Top of page







Approve a Price Guarantee claim
After you validate that the claim is eligible, follow the below steps based on your scenario.

Refundable against an Expedia Group brand
Non-refundable against an Expedia Group brand
Price match against a competitor site, either refundable or non-refundable
Reminder: Check the itinerary history in Voyager Classic for any previous refund, or in VNEXT for any SR to credit OneKey Cash post stay, for the same claim amount to avoid duplication.



Refundable against an Expedia Group brand
If

Then

Either:

Pay Now
Pay Later without deposit
Click the Change button, then book the hotel and room with the lower price.
Voyager will:
Update the existing itinerary.
Process any refund that is due.
If the customer used a Hotels.com reward night or redeemed a coupon for the booking, manually issue a refund for the value.
Pay Later with deposit

Book a new reservation at the lower price.
Important: Book the new reservation before you cancel the original in case the hotel is no longer available.
Explain the new charge and refund that will be applied.
Cancel the original reservation.
Use the reason code Site Error - Agent Tool Error.
In the text field, type: BPG




Non-refundable against an Expedia Group brand
Expedia and Hotels.com US POS

Follow steps in One Key section to add OneKeyCash for the price difference.

All other Expedia and Hotels.com POSa and all other brand

Use Price Match button to refund the original form of payment.

If

Then

Pay Now

Expedia and Hotels.com US POS:

Follow steps in One Key section to add OneKeyCash for the price difference.

All other Expedia and Hotels.com POSa and all other brands:

In Voyager, use the Price Match button to process the refund.

Pay Later

Expedia and Hotels.com US POS

Follow steps in One Key section to add OneKeyCash for the price difference.



All other Expedia and Hotels.com POS and all other brands

In Voyager, if the refund is less than 500.00 USD process the refund using the Credit workflow as per: Use the Charge Refund and Credit workflows. If the refund is more than 500 USD raise a Refund Over 500 USD SR.
Proceed as appropriate to have a refund, credit, or OneKeyCash processed upon stay completion.
Top of page







Suggested topics
Price Match Guarantee approved competitor websites
Price guarantee email templates for Offline
Suggested Articles
Process Lodging Price Guarantee requests up to 25 USD
Process a Travelocity price match claim
Validate and process a Hotelscom Price Guarantee claim
Loyalty | Orbitz and CheapTickets | Process a Price Guarantee claim—US POSa
Price Guarantee approved competitor websites
Trending Articles
Flight | Reference | Airline contacts for North America and LATAM—O–Z—Global
Flight | Reference | Airline contacts for North America and LATAM—E–J—Global
Flight | Reference | Airline contacts for North America and LATAM—A–B—Global
Expedia Group lines of business contact information
Waiver, refund request, LCC, and ticket rejects email templates for Offline
Report a Problem
Formatting issues, broken hyperlinks or images? Use the Feedback form to report the problem.
Questions about article content? Check out the Content hub with Frequently Asked Questions, updates about the Hubs content optimization, and known issues we're tracking.
New feedback about the article content not related to issues, links or images? Partner with your Leadership team to submit an intake with the Learning Content team.
General feedback about Runway experience? Watch for upcoming survey to share your great ideas or share them with your leadership team who can pass along to the appropriate teams!