Best Rate Assurance
The Confidence to Book Direct
At Mulia, your journey begins with trust and transparency. When you reserve directly through our official website or in-house Reservations Team, you can be confident in receiving our most competitive publicly available rate — supported by our Best Rate Assurance.
If you happen to come across a lower eligible rate within 24 hours of booking, kindly let us know. We will be pleased to match it, ensuring your direct booking remains the best choice.
Why Book Direct?
- Access to exclusive offers only available at themulia.com
- Direct connection with our Reservations Specialists
- Priority support for special requests
- The most secure and flexible booking terms
How It Works
If you find a lower qualifying rate elsewhere:
- Book directly at themulia.com.
- Found a lower public rate within 24 hours? Submit a claim online.
- We’ll review it within 48 hours.
- If verified, we’ll honour the lower rate through your direct booking.
Booking directly isn’t just about the best rate — it’s about a better stay, from beginning to end.
Terms & conditions apply.
Mulia Best Rate Assurance Claim Form
Thank you for booking directly with Mulia Bali.
If you’ve found a publicly available lower rate elsewhere within 24 hours of making a reservation at www.themulia.com or directly with our Reservations Team via email or phone, you may submit a claim below. Terms & conditions apply.
All fields are required unless stated otherwise.
⚠️ Claims must be submitted at least 48 hours before the published check-in time and meet the full Terms & Conditions of the BRA programme.
GUEST INFORMATION
Terms & Conditions
Effective Date: 1 August 2025
Overview
Mulia Hotels is committed to providing guests with the most competitive publicly available rates when booking directly via official channels. Our Best Rate Assurance (BRA) ensures that if a guest finds a lower qualifying rate on a third-party website within 24 hours of booking, we will match that rate, subject to the terms and conditions below.
Eligibility Requirements
To be eligible for a Best Rate Assurance (BRA) claim, the reservation must be made through an official Mulia Hotels direct channel, including www.themulia.com, the official Mulia Hotels mobile website, or our in-house Reservations Team.
The lower rate (the “Comparison Rate”) must be publicly available and bookable. It must apply to the same hotel, room type, number of guests, stay dates, and length of stay.
Additionally, it must share the same cancellation policy, payment terms, and booking conditions as the original booking. The Comparison Rate must be at least 1% lower than the rate booked through Mulia's direct channel and must be submitted for review at least 48 hours prior to check-in.
Claim Submission
Claims must be submitted within 24 hours of making a qualifying reservation.
Guests are required to complete the official claim form, providing their full name, confirmation number, booking channel, and check-in/check-out dates. The claim must be supported by a screenshot of the Comparison Rate, clearly displaying the full URL, rate, date and time captured, inclusions, and terms. A link to the publicly bookable rate must also be included.
The link must match the screenshot exactly; otherwise, the claim will not be considered valid. This requirement is in place to prevent discrepancies due to geo-targeted pricing or market-specific promotions.
Only one claim per stay will be accepted.
Rate Comparison Criteria
The Comparison Rate must exclude taxes, service fees, or any third-party charges.
The Comparison Rate must be verifiable by Mulia Hotels at the time of review.
Fluctuations due to currency conversion of less than 2% will not qualify.
Exclusions
The Best Rate Assurance (BRA) does not apply to bookings made through opaque or auction sites where the hotel name is not disclosed until after the reservation is confirmed, such as Priceline or Hotwire. It also does not apply to static wholesale or bedbank rates.
Claims will not be accepted for travel agent, group, consortia, corporate, government, military, or other negotiated rates. Loyalty or member-only rates that require a login or association—such as AAA, AARP, or travel clubs—are also excluded.
Rates available only on mobile platforms that are not accessible via desktop are not eligible. Similarly, rates requiring specific residency status, government identification, or particular payment methods are not valid.
Packaged or bundled rates that include any combination of travel, transportation, food and beverage, spa, entertainment, or other services—such as hotel and flight packages or hotel stays combined with car rentals or dining vouchers—are not eligible.
Packages and rates offered through Luxury Escapes are not eligible for Best Rate Assurance.
Rates that utilise coupons, vouchers, or promotional codes on third-party platforms are excluded. Pre-paid, non-refundable, or advance purchase rates listed on Chinese Online Travel Agencies (OTAs), including but not limited to Qunar, eLong, Meituan Travel, Ctrip, Trip.com, Fliggy, or any of their affiliated sites, are not eligible.
Reservations made within 24 hours of arrival do not qualify, nor do rates that are not instantly confirmed at the time of booking, such as on-request rates. Claims based on errors in rate display due to technical malfunctions, caching issues, or invalid availability will not be honoured.
Fluctuations in pricing due to currency conversion where the difference is less than 2% are excluded. Claims made for only part of a continuous multi-night or consecutive-night stay are not eligible. Lastly, BRA claims cannot be combined with any other promotional offers, discounts, or vouchers.
Review Process & Approval
All claims will be reviewed by the Revenue and Reservations Teams within 48 hours of submission.
Reservations made directly with Mulia Hotels are non-cancellable and non-refundable. If a claim is approved, the Comparison Rate will be honoured and applied to your existing booking with Mulia Hotels (not through third-party channels).
Approved claims apply to a maximum of one room per stay.
Conditions of Use
Any changes made to the reservation after a claim has been approved may invalidate the Best Rate Assurance (BRA) claim.
Claims will not be honoured if Mulia is unable to independently verify the Comparison Rate at the time of review. Repeated invalid or abusive claim submissions may result in disqualification from future BRA eligibility.
Guest Reward (upon valid claim)
If the claim is verified, Mulia will match the lower publicly available rate.
The difference in value will be provided as a resort credit upon check-in, usable for dining, spa, or other eligible services during the stay.
The resort credit is redeemable only during your verified stay and can be applied toward dining, spa treatments, or other eligible on-property services. It holds no cash value, is non-transferable, non-refundable, and will expire upon checkout.
Credit value is rounded to the nearest USD equivalent based on daily exchange rate.
Programme Governance and Jurisdiction
Mulia Hotels reserves the right to deny, revoke, modify, or suspend the Best Rate Assurance (BRA) programme at any time, without prior notice.
This Best Rate Assurance (BRA) programme is operated by:
PT Mulia Graha Tatalestari (The Mulia, Mulia Resort & Villas - Nusa Dua, Bali)
Jl. Raya Nusa Dua Selatan, Kawasan Sawangan, Nusa Dua 80362, Bali, IndonesiaBy participating in this programme, you agree that:
(1) Mulia Hotels reserves the right to amend, suspend, or revoke the BRA programme at any time without prior notice.
(2) All interpretations of the BRA terms and conditions are at the sole discretion of Mulia Hotels.
(3) The programme is void where prohibited by law.
(4) Any disputes arising from or related to this programme shall be governed by the laws of the Republic of Indonesia and submitted exclusively to the jurisdiction of the Denpasar District Court.
(5) This programme is not available at Hotel Mulia Senayan, Jakarta.
Frequently Asked Questions – Best Rate Assurance
What is Mulia’s Best Rate Assurance (BRA)?
Our Best Rate Assurance guarantees you the most competitive publicly available rate when you book directly with us through www.themulia.com, the Mulia mobile site, or our Reservations Team. If you find a lower eligible rate on another public website within 24 hours, we’ll match it.
Which third-party rates are used for comparison?
We compare rates against publicly listed prices on reputable Online Travel Agencies (OTAs), including Booking.com, Expedia, Agoda, Hotels.com, and Trip.com.
Please note:
The rate must be publicly visible, immediately bookable, and for the same room type, dates, guest count, and cancellation policy.The comparison rate must be at least 1% lower (or 2% lower for currency exchange differences) than the rate on our official site.
What types of rates or channels are not eligible for comparison?
The following rate types are excluded from the Best Rate Assurance guarantee:
Wholesale or static rates that are not intended for public sale are not eligible. Rates that are part of bundled packages—such as hotel and flight, hotel and car rental, or hotel and dining offers—are excluded from the programme.
Rates offered through auction or opaque booking sites, including Hotwire and Priceline, are also not eligible. Prepaid or non-refundable rates listed on certain Chinese Online Travel Agencies (OTAs), such as Ctrip, Fliggy, and Meituan, are excluded as well.
Any rates that require a special code, membership login, mobile app-only access, or identification to book do not qualify. Contracted rates for corporate clients, government entities, or travel industry professionals are not eligible.
Lastly, extended stay or long-term negotiated rates are excluded from this guarantee.
What happens if my claim is approved?
We will match the lower eligible rate.
The difference in value will be provided as a resort credit upon check-in, usable for dining, spa, or other eligible services during the stay.
The resort credit is redeemable only during your verified stay and can be applied toward dining, spa treatments, or other eligible on-property services. It holds no cash value, is non-transferable, non-refundable, and will expire upon checkout.
How do I submit a claim?
Submit your claim via our online [Best Rate Assurance Form] within 24 hours of booking your stay at Mulia. Include your reservation number and a screenshot or link to the lower rate. Our team will respond within 24 hours.
