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Frequently Asked Questions

What rates are eligible for a claim?

  • The Best Price Guarantee applies only to prices advertised and available to the general public on websites other than www.cassia.comat the time of verification.
  • Best Price Guarantee is available only for the exact same room type and view.
  • Rates must match the terms of the comparison rate, such as pre-payment, deposit and number of guests.


What if the rates are in a different currency?

  • If the compared rate is in a different currency from the currency reflected on www.cassia.com, we will convert the competing rate into the same currency rate offered on www.cassia.com. Best Price Guarantee will not apply if the variation in the applicable rate is less than or equal to 3% after conversion to the equivalent currency.


How do I submit a claim?

  • A claim must be submitted through this form within 24 hours after making the reservation through www.cassia.com and at least 72 hours before the scheduled arrival.
  • During the submission of the online claim form, you are required to provide the URL where the lower rate was found.
  • We will contact you within 2 business days after receiving your claim. Terms & Conditions apply.


Do I need to make a reservation in order to submit a claim?

  • Yes. A reservation is required through www.cassia.com in order to submit a claim.


Is there a cancellation fee?

  • Best Price Guarantee does not apply to reservations booked through other websites. We are not responsible for any fees associated with the cancellation of reservation booked on websites other than www.cassia.com.

Terms & Conditions

For a valid claim under the Best Price Guarantee, it must fulfil the terms & conditions listed below.


The Best Price Guarantee does not apply to:

  • Taxes, gratuities or fees imposed by local authorities, or any charges or fees that may apply during your stay.
  • Existing reservations not booked via the Banyan Tree brand website (www.cassia.com)
  • Hotel package rates (which include combinations of accommodation, dining, spa packages, limousine transfers etc.)
  • Unpublished or negotiated rates (membership, partnership and rewards programs, corporate discounts, negotiated rates, group, convention, meeting and convention or other rates that are not available to the general public)
  • Rates offered to direct mail or email solicitations
  • The Best Price Guarantee will be suspended during the times when www.cassia.com is not available due to an outrage, a technical issue or circumstance beyond such other conditions as we may implement or stipulate from time to time in accordance with our Banyan Tree Group prevailing practices.


Prepaid Reservations

  • In the event a fully prepaid rate is booked through www.cassia.com, we will credit the difference in the form of hotel credits to be consumed during your stay at the resorts.


Validity of Claims

  • We reserve the right to withdraw and alter the terms of this FAQ without notice. Nothing in this FAQ shall be taken as representation, warranty or an obligation against the Banyan Tree Group.
  • Guests should at all times refer to the most recent version of the FAQ on www.cassia.com