Just because we have exceptionally good taste doesn't mean the price you pay with us is too high. Thank goodness! And to make sure you can be sure of that, you can count on our best price guarantee. Our best-price guarantee means that if you find a stay with us that you subsequently see cheaper elsewhere, we'll set that better rate for you and on top of that we'll give you a €50 sorry voucher from Caractère to use on your next booking.
Be sure to check our terms and conditions and the points below to see if the rate you found is really a better rate than what you find on our website.
The rate you found is:
For more information about this check our special conditions or the frequently asked questions and answers below.
How do you compare prices at Caractère? We negotiate with our hotels that we always get the same prices and conditions than they themselves use. This way we can be sure that you as a Caractère customer get the best rate with every booking. If you do see a lower rate than you see with us and this meets our checklist requirements - just give us a call and we'll review it with the hotel. Then we'll link back to you, with the sorry voucher if it turns out we didn't keep our promise of the best rate guarantee.
Why can't I confirm to the new, lower rate right away? We'll make a unique booking for you at the lower rate so we can take into account all the inclusions, policies and prices associated with the rate you found - then we'll check the reservation with the hotel. Once we have completed this, we will send the reservation.
Why can't you honor the best-price guarantee when it comes to a trip taking place within 24 hours? Because we need to verify pricing and availability with the hotel when we process rates that are not live in our systems. Our team is always happy to help you but we cannot guarantee that this will be possible within 24 hours before the stay.
Can I receive a sorry voucher even if I do not complete my booking?. We work very hard to ensure that our rates are at least the same as our hotels. Should this fail for some reason, you can count on receiving a sorry voucher if the conditions of the guarantee are met, regardless of whether the booking goes through or not.
Why does the rate still have to be live at the time I submit it?. Because hotel rates can change quickly. That's why you immediately send an email with a screenshot of the rate you found. This way we can immediately work to match your rate and begin discussions with the hotel in question while the lower rate is live and bookable. Without the ability to review the rate found and check it against our terms, we cannot guarantee that we can match it.
**What information do I need before contacting you? Your rate must be public at the time you contact our team. We encourage you to consult the checklist above and verify that the rate you have found is identical to the rate on our website This includes cancellation and deposit conditions, dates, room type, occupancy, inclusions and any extra beds.
Why can't you always guarantee rates offered by fellow travel agents?. Some travel agents or tour operators have contracted private rates directly with the hotel. This is an exclusively negotiated rate for their clients. We will do our best to match these rates, but ultimately the decision for these contracts rests with the hotel, which means we cannot include them in our best price guarantee.
**Why can you only match publicly available rates? We work very hard to ensure that our rates are at least equal to those of our hotels and other travel agents. If the rate you found is an exclusive member offer at a travel agency, it is not considered publicly available and does not qualify for our best price guarantee.
What about temporary or exclusive discounts? Hotels may offer flash sales or direct booking offers for a short period of time, and as a matter of course we offer these rates, whenever possible. However, if they are offered directly to hotel customers, they are considered closed discounts (not publicly available) and therefore do not qualify for our best price guarantee.
Why can't you provide prices based on cancelled bookings? Because hotel rates are so dynamic, we cannot guarantee prices based on a cancelled booking. Prices sometimes change quickly and therefore each subsequent booking is a new booking. So we cannot link it to an existing booking.
**What if a competitor offers the rate as part of a package? The components of a package are usually not disclosed or outlined by fellow agents, which means we cannot match the fare if it is part of an existing itinerary or broader package. Prices can only be adjusted if the hotel rate you found is identical to the rate displayed on Caractère's website.
**Why can't you honor erroneous bookings? Our partner hotels work hard to ensure that all rates added to the Caractère website are accurate and correctly match their own rates. We also have checks to ensure that the rates are always correct. However, very occasionally there are cases where the rates are inadvertently loaded incorrectly and if this is the case, unfortunately we cannot honor the best price guarantee.