Best Rate Promise

CIVANA embodies the well-being of guests through movement, spa, nourishment, and discovery. Our commitment starts with our Best Rate Promise program.

We guarantee that you will always receive the best possible rate when you book through our official website, directly with the resort, or with our reservation center. If you find a lower rate for the same room type, dates and inclusions within 24 hours of making your reservation, we will match the lower rate and provide a $50 resort credit.

Submit a claim via the form below, and our team will determine eligibility and contact you within 48 hours of submission.

Terms & Conditions

  1. Reservations must be made through CIVANA's official website, directly with the resort, or with our reservation call center.
  2. The lower rate must be for the same room type, number of guests, dates, length of stay, cancellation policy, and conditions governing the specific room rate plan.
  3. You must complete and submit the claim form found below. Submissions must be completed within 24 hours of making your reservation and at least 48 hours prior to the reservation arrival date.
  4. Only one claim for each stay may be submitted.
  5. Rate comparisons will be for net guestroom rates, excluding taxes, or experience fees. The Best Rate Promise does not apply to:
    • Reservations booked outside of CIVANA's website, directly with the property, or reservation call center.
    • Hotel or travel packages that may include hotel, airfare, car rental, food and beverage offerings or other similar packages.
    • Negotiated or discounted rates not available to the general public or requiring membership or exclusive promotion codes.
    • Auction sites where reservation holders resell confirmed reservations.
    • Reservations made within 24 hours of arrival.
    • Taxes, gratuities, experience fees, and incidental charges.
    • Rate disparities due to currency exchange rate fluctuations, rounding or differences.
  6. CIVANA reserves the right to deny a claim if it is unable to verify the availability of the lower rate claimed at the time of processing. Advertised or inquiry only rates do not qualify, and the lower rate must be bookable on another website.
  7. The Best Rate Promise does not apply to existing reservations that are not booked through CIVANA directly, and CIVANA is not responsible for any fees associated with cancelling a reservation made through a different channel.
  8. Any disputes related to the Best Rate Promise shall be handled individually without any class action, and shall be governed by, construed and enforced in accordance with the local law of CIVANA.