Fee Promise

Every hotel booking we sell. Your checkout, your booking page and your confirmation email each show the promise with the figure it is measured against.

A resort, destination, amenity, facility, urban or similar mandatory fee the hotel charges for your stay, above the figure in the Fee Promise line on your checkout’s review step. That is the figure recorded on your booking, and your booking page and confirmation email show it again. It includes the fees we marked as estimates: if we estimated $165 and the desk charged $200, the $35 difference is covered. If the review step showed no such fee — including where it said “There is nothing further to pay on arrival” — the whole fee is covered.

Before we hold the rate, the checkout may show a “Paid at the property” figure marked “From your search”. The review step replaces it with the figures for the rate we hold, and the promise is measured against those.

Charges that are not a mandatory fee for the room: taxes a government sets, deposits and incidental holds the hotel returns, parking, pets, room service, minibar, damage, upgrades and anything else you chose to buy.

A fee the hotel refunds to you itself. Tell us if that happens after you claim; we refund what the hotel does not.

What the desk charged in those fees, minus the figure in your Fee Promise line, up to our booking fee on that booking — the “NJSTravel service” line you saw at checkout. If nothing was shown, the hotel charged $25 and our fee was $48, we refund $25. If it charged $90 and our fee was $48, we refund $48; for the rest, the dispute kit on your booking page gives you a letter to send the hotel.

Within 30 days of your check-out date, email [email protected] with your booking reference, a photo of the hotel bill (the folio) showing the fee, and the PayPal email address or Venmo username you would like the refund sent to. The “Email a claim” link on your booking page fills in the reference for you. Cover your card number and address before you photograph the bill: we only need the fee, its amount and the hotel’s name.

One claim per booking. We may ask the hotel about the charge before we decide, and we tell you by email what we decided. We pay an approved Fee Promise claim by PayPal or Venmo, to the account you give us, because the room was paid for through Nuitée and there is no charge of ours to refund. We email you when it has been sent.

A booking keeps the promise its checkout showed. If we change these terms, the change applies to bookings made afterwards.