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Best Price Guarantee


If a member (customer who is registered as a Relux member and has a member ID) finds a qualifying lower price for the same accommodation plan(s) from other online booking channels and reports to Relux’s concierge service within a month (30 days) after reservation completed and prior to the check-in, we will honor the lower price and we will take an additional discount off the room rate from your booking OR balance out the difference if we verify the claim.

Applicable Customers

Our Best Price Guarantee only applies to Members. The Best Price Guarantee does not apply to Visitors (customers who reserve without registering Relux membership, “Visitors”).

Accommodations with the best price guarantee

Our Best Price Guarantee applies to all accommodations featured on Relux's website.

Qualified websites

Online booking websites that require all payments to be done in Japanese yen will be the basis of comparison. Please refer to the applied conditions listed below for details.

How to request for a balance refund

If you find a lower rate for the same accommodation and plan on a different site after you have booked through Relux, please contact Relux concierge desk via phone or contact form within one month (30 days) of your scheduled booking. Relux concierge desk staff will confirm the details of your claim. If your claim meets all the requirements of our best price guarantee, we will refund you the difference in price after subtracting any Relux points that have been redeemed.
For further information, please contact Relux concierge desk.

Applied Conditions

1. The Best Price Guarantee only applies when all the conditions below are equal in all respects to the terms found on Relux's website for your claim to be valid. Prices do not qualify if they are for a different room type, at a different hotel, are for a different number of guests, with a different cancellation or refund policies, include different amenities (with or without breakfast), or with a different reservation details or services. (For example, Best Price Guarantee does not apply if the plan offered by Relux is a refundable plan while the plan from a non-Relux booking channel is a non-refundable plan. However, Best Price Guarantee applies if Relux's plan is a non-refundable plan while the plan from a non-Relux booking channel is a refundable plan.)
2. The Best Price Guarantee only applies when the room you're booking for is still available after contacting the Relux Customer Service. The Best Price Guarantee does not apply when the room is not available for reservation under any circumstances.
3. Discounted reservations such as deals on tour&vacation packages or packages of which you cannot choose the accommodation until purchasing do not qualify for Best Price Guarantee.
4. All the prices shown on Relux's website include services fees and taxes. Thus, the prices shown on websites used for price-comparison have to include services fees and taxes as well.
5. The Best Price Guarantee only applies to prices that has been advertised to the public or featured on Japanese consumer websites. For example, discounted prices available only on the official websites, prices on the membership-based websites, corporation discounted prices/corporation prices, discounted prices for groups, chartering, point programs, reward programs, meetings, gatherings, consolidating, and more do not qualify for Best Price Guarantee. Additionally prices obtained through phone calls, newsletters, or emails do not qualify for the Best Price Guarantee.

Details on receiving refunds

After Relux receives your claim, Relux customer service staffs will validate your claim by verifying all elements of the claim and the required terms found on the non-Relux website.

Cancellation after the application of Best Price Guarantee

If you plan on cancelling your reservation after we verify the availability and eligibility of the qualifying lower price, we will deduct any cancellation fee that may happen according to the facility’s cancellation policy and the terms and policy of Best Price Guarantee before refunding you. The refund will be lower than the price you paid when making the reservation.

Modification or cancellation of the terms of Relux's Best Price Guarantee

Relux reserves the right to modify, restrict availability, or discontinue the Best Price Guarantee and make changes to these Terms and Conditions at any time for any or no reason and without prior notice or liability to the customers (both members who have registered as Relux members and visitors who are non-members with no member ID). Relux’s Best Price Guarantee Terms and Conditions that are in effect at the time of a customer’s booking will determine his/her eligibility under the Best Price Guarantee. Even if Relux discontinues the Best Price Guarantee, the Best Price Guarantee applies to any reservation made within 48 hours prior to Relux's discontinuation of the Best Price Guarantee.

Relux Best Price Guarantee is valid from August 1st, 2014.
Last Revised January 23, 2018
Loco Partners Inc.

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