• Best Rate Guarantee

  • Resorts World Genting’s Best Rate Guarantee policy is our word that all rooms booked online at www.rwgenting.com are at the best available rate at the time of purchase. If you have made room reservations with us and find a lower publicly available rate or a lower rate on any other website directly contracted by Resorts World Genting (with domain name “.com”) within 24 hours of your booking with us, we will match it and honour the price difference.

    The Best Rate Guarantee is subject to terms and conditions.

    Genting Rewards Card members are reminded to log in before making any reservations in order to enjoy exclusive member room rates. Unfortunately, we are unable to provide refunds for higher rates paid should reservations be made without logging in.
    Submit a claim
    If you have made a room booking with us and find a lower publicly available rate (for the same hotel, room type, and check-in/check-out date at the time of purchase), submit a claim to us within 24 hours of your booking.

    Submission of claims must be made through the Best Rate Guarantee Claim Form, available at www.rwgenting.com .

    You may only claim a Best Rate Guarantee refund once per booking reference number, even if a lower rate is found on more than one occasion for a single itinerary.

    Submit a claim form here.
    Comparison Rates
    The Best Rate Guarantee is only applicable when:
    • Exact matches for the lower rate are found. Matches must include rates for the hotel, room type and bedding arrangement, length of stay, package entitlement including taxes and fees, advance payment policies and cancellation and amendment policies.
    • Both rates are available to the public at the time of claim submission. The lower rate must be available and payable via a valid website hyperlink (with a valid domain name .com).
    • Claims are submitted within 24 hours of purchase along with all supporting documents required.

    The Best Rate Guarantee does not apply to:
    • Rates published on websites where the property or similar booking details are unknown until after purchase.
    • Rates offered by a non-Genting booking channel, non-contracted third party website, or any other channels.
    • Rates offered by channels which require membership logins (Genting Rewards or third party website), corporate discount rates, loyalty programme rates, government employee rates, group purchase rates, or pre-paid rates which may include electronic vouchers.
    • Rates obtained from a received e-mail or via phone calls from unknown sources.
    • Rates offered for geographical markets intended for selected countries or nationalities.
    • Package rates which include airfare, car rental, food and beverage, or other packages not meant for the public.
    • Rate disparities due to fluctuations, rounding or differences in currency exchange rates.
    • Reservations made within 24 hours of arrival.
    Claim Verification
    Please ensure that you COMPLETE all fields of the claim form and obtain the following:
    Customer service representatives will investigate all claims and notify guests on claim eligibility within 24 hours of submission.

    Failure to provide customer service representatives with sufficient evidence or details regarding the lower price may result in the invalidation of your claim.

    Guests with verified requests will receive a refund via the payment method used for booking within approximately 15 days of verification.
    Our Best Rates Guarantee cannot be combined with other offers or promotions.

    Resorts World Genting reserves the right to amend, revise, supplement, suspend or discontinue the Best Rates Guarantee policy at any time.

    Questions regarding claims may be directed to our customer service team at customercare@rwgenting.com