Happiness Guarantee

Happiness Guarantee on HotelClub

If you’re a HotelClub Member and aren’t delighted with your experience, let us know and we’ll do our very best to fix it. 

Guarantee: If you are a Gold or Platinum HotelClub Member and you book a hotel room on the HotelClub website but are not satisfied with it, you can call our Priority Club Service line and we will work with the hotel on your behalf to change your room. We guarantee to find you replacement room of a same room type or upgrade you if the same room type is unavailable at no cost to you.

If you are a Silver HotelClub Member we will do our best to correct the problem with the hotel on your behalf.

How do I claim?

To claim this Happiness Guarantee, you must, within 3 hours of check-in at the hotel, either:


  • call HotelClub Priority Club Service.Phone numbers are available here; or
  • send an email mystay@hotelclub.com


and provide the following details:


  • Your booking ID with HotelClub;
  • Evidence supporting your complaint about the room, including photos, correspondence with the hotel and its staff and any other information that supports your complaint about the room.


What will HotelClub do next


  • HotelClub will seek to verify your claim with the hotel.
  • If you are a Gold and Platinum HotelClub Member, we will arrange a replacement room of the same or similar type either at the same hotel or at another hotel in the same or similar location at no additional cost to you. If we cannot arrange a replacement room, HotelClub will offer you the choice of Member Rewards to the value of the booking, or a refund of the total amount of Member Rewards and/or cash used to pay for the booking.
  • You can expect to receive a response within 72 hours.


Guarantee Terms and Conditions:


1. Subject to section 2 below, this Guarantee applies to bookings made on the HotelClub website by HotelClub Silver, Gold and Platinum Members.

2. The Guarantee does not apply to;

  • hotel rooms booked through or in combination with frequent stay,loyalty, points or other reward type programs, rooms won through contests or sweepstakes or transferred;
  • bookings made with corporate rates; and
  • bookings made with specially discounted rates or rates available through group buying websites including but not limited Groupon, Spreets or Living Social.


3. HotelClub reserves the right to refuse any claims that cannot be verified, are submitted after 3 hours from the time you checked-in or for which you have provided incomplete or inaccurate information. 

4. These Guarantee Terms and Conditions include and incorporate by reference all of the Terms and Conditions on the website including but not limited to the Terms of use, the Booking Terms and Conditions and Membership Terms and Conditions and constitute the entire understanding between you and HotelClub relating to your hotel booking. 

5. Void where prohibited by law. HotelClub reserves the right to modify or cancel the Guarantee at any time without prior notice. Any modification will be effective upon the posting of modified Guarantee Terms and Conditions on the HotelClub website. Any cancellation will be effective upon removal of references to the Guarantee and the Guarantee Terms and Conditions from the HotelClub website.