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BestPrice (BP) – Terms & Conditions

Effective Date: April 1, 2025

‍Last Updated: April 2, 2025

1. Overview

Engine’s BestPrice (BP) ensures that members receive the most competitive lodging rates available when booking through our platform. If a customer finds a lower qualifying price within 12 hours of booking, they may submit a claim to receive a travel credit for the price difference, subject to the following terms and conditions.

2. Eligibility Requirements

To qualify for the BP program, the competing price must meet all of the following conditions:

  • Same Property  → The competing price must be for the same property as booked on Engine.
  • Same Property Room Type → The room must be the lowest priced available room type on Engine for the relevant occupancy (single or double), regardless of refundability or loyalty eligibility.
  • Same Dates & Length of Stay → The check-in and check-out dates must be identical.
  • Same Number of Guests & Rooms → The reservation details must match and must not exceed 28 days in duration and a max of 8 total rooms.
  • Lowest Publicly Available Price → The competing price must be the lowest available rate for that room type at the time of comparison.
  • All-Inclusive Pricing → The total price must include all taxes and fees, including those payable at the property, and must be displayed in U.S. dollars.
  • Rewards Points: In the event BP is triggered, the member agrees to waive Engine reward points for the booking.
  • Cancellation Policy Alignment → The competing price must have the same cancellation policy as the Engine booking.
  • Flex & FlexPro Matching → If the Engine booking includes Flex or FlexPro, the competing price must also be refundable, with a refund window extending to at least 24 hours before check-in.
  • Timeframe for Submission →
    • The claim must be submitted within 24 hours of the original booking.
    • The competing price must have been available within 12 hours of the Engine booking.
  • Same-Day Booking Exception → For same-day reservations, the competing price does not need to be refundable, as most platforms do not offer refundable rates for same-day check-ins.
  • The booking must not have been paid fully or partially using reward points or travel credits

3. Proof of Eligibility

To submit a valid claim, customers must provide:

  • Proof of the room booked and confirmation that it was the lowest priced available on Engine for a single or double occupancy, regardless of refundability and loyalty eligibility.
  • Proof of the all-inclusive price, including a screenshot or official documentation showing the competing price breakdown.
  • Details of any fees payable at the property.
  • If no fees are due at the property, a booking confirmation explicitly stating this.

4. Ineligible Rates & Exclusions

The BestPrice does not apply to the following:

A. Pricing & Platform Exclusions

  • Opaque Pricing → Prices where the property name is hidden until after purchase (e.g., Hotwire, Priceline Express Deals).
  • Auction or Bidding Sites → Rates determined by bidding, contests or sweepstakes.
  • Non-Public or Restricted Rates →
    • Corporate, government, locally negotiated rates (LNR), military, and other negotiated or restricted rates.
    • Extended-stay discounts, loyalty programs, and membership-based discounts.
    • Friends & family, employee discounts, and reward program rates.
  • Group Bookings → Bulk reservations of 9 or more rooms.
  • Non-U.S. Locations → Properties not located in the United States are excluded from the BestPrice.

B. Rate & Benefit Mismatches

  • Loyalty Benefits Misalignment → If the competing price includes different loyalty perks, the claim is invalid.
  • Discounted Bundles → Prices that are part of vacation packages, including flights or car rentals.
  • Rates with Different Payment Requirements →
  • Prepaid rates where Engine offers postpaid options.
  • Rates requiring a non-standard deposit, voucher or coupon for eligibility.

5. Claim Submission Process

To file a BP claim, the customer must:

  1. Book a hotel on Engine.
  2. Find a lower price within 12 hours of booking that meets the eligibility criteria.
  3. Submit a claim via email using the subject line “Engine confirmation #” to [email protected] with the following details:
    • Engine booking confirmation number.
    • Full details of the lower price (property name, room type, check-in/out dates, total price, and cancellation policy details).
    • A screenshot and showing the lower price available at the time of claim submission. This must include the date and timestamp. 
    • If the competing price includes fees payable at the property, documentation specifying the total amount due.
    • If no fees are due at the property, a confirmation explicitly stating this.
  4. Review & Processing:
    • Engine will make all reasonable efforts to review claims within 3 business days of submission.
    • If approved, the customer will receive a travel credit equal to the price difference.
    • Travel credits will be issued after the stay is completed and can be applied toward future bookings on Engine. Travel credits will be associated to BP under the contract applied to for ease of identification of credit issuance. 

6. Additional Conditions

  • One Claim Per Booking: Only one BP claim can be submitted per reservation.
  • Non-Transferable: Travel credits cannot be transferred, exchanged or converted to cash.
  • Changes & Cancellations:
    • If the Engine booking is modified or canceled, or the result of a rebooking the BP claim is void.
    • If a claim is based on an incorrect rate due to an error (e.g., technical glitch, mispricing), Engine reserves the right to deny the claim.
  • Fraud Prevention: Any suspected abuse of the BP program (e.g., repeated fraudulent claims, manipulated rate screenshots) may result in suspension from the program and/or account termination.
  • Travel Credit: Travel credits are subject to the additional terms and conditions located at https://engine.com/terms-of-service

7. Engine’s Rights & Limitations

Engine reserves the right to:

  • Modify or discontinue the BestPrice at any time without prior notice.
  • Determine eligibility at its sole discretion.
  • Limit claims per user if abuse or excessive claims are detected.

8. Contact & Support

For questions or to submit a claim, contact our support team at [email protected].