Hilton HHonors - My Hilton HHonors Nightmare in re: "Best Rate" Guaranteed

Let me start off by saying that I loathe Hilton. LOATHE. Ever since Blackstone bought them from the Hilton Family, the HHonors programme has made a steady progression toward the bottom. Their farce of a BRG programme is just one example of this.

Two days ago, I was researching hotel rates for two additional nights I needed in Toronto during TIFF. I went on galahotels.com and found two properties with rates that were much lower than those found on Hilton's website. The properties were the Hilton Suites in Markham and the Hampton Inn in West Mississauga. Clearly, I did not care where I stayed as long as the rate was reasonable. The Markham property (http://i1139.photobucket.com/albums/n545/uxb711/Hilton%20BRG/ScreenCap1.png) ("Hilton Suites") was US$137,25 a/i on galahotels.com, whilst Hilton wanted CA$196.04 a/i. The West Missassauga property (http://i1139.photobucket.com/albums/n545/uxb711/Hilton%20BRG/ScreenCap2.png) ("Hampton Inn") was US$127,58 a/i on galahotels.com, whilst Hilton wanted CA$145,77 a/i.

[The password for the screencaps is: flyertalk]

I figured this would be a slam dunk, so I submitted two claims on the BRG site. Additionally, I decided to call into Guest Assistance and have them file the claims on my behalf, since a claim I had submitted the week before was denied after being ignored for over 48 hours. Unfortunately, despite my best efforts to get these claims approved within a 24 hour window, Hilton went above and beyond to ensure that I would be challenged at every stage of the process.

This go-around, I called 25 hours after I heard no response to either of my claims and drew a Guest Assistance representative that had me spend the next 50 minutes on hold as she tried to figure out what happened. She saw one claim I had made for a reservation that I had cancelled, but didn't see the other two claims I had made with the Guest Assistance representative from the day before. Eventually, she asked for screen caps, and my claim was approved.

I received an E-mail from the Guest Assistance represenative initially indicating that I would receive a US$50,- credit on the bill for each of the properties. A half-hour later, the representative had backpeddled, and instead indicated that I would receive an AmEx Gift Cheque for each (as per the BRG T+C). I responded by kindly asking her to elevate this matter to a supervisor, so that I would get a credit instead given the frustration I had encountered getting these claims approved.

However...

... upon reviewing the reservations, I noticed that Hilton changed the rate, but tacked on an additional 13% (HST) for rates that had already included the HST. As such, the Hilton Suites would cost me CA$159,21 instead of CA$135,86, and Hampton Inn would cost me CA$142,85 instead of CA$126,29. The effect of this double taxation was that I would end up paying a near similar rate to those rates initially found on Hilton's two-bit website. I wrote another message to inform the Guest Assistance representative of this error, but I never heard back. I assume she had left for the day.

I thought all was almost well until a couple of hours ago when I received two E-mails from the person charged with the task of approving/denying BRG claims.

The first E-mail was regarding the claim I had submitted for the Hampton Inn (http://i1139.photobucket.com/albums/n545/uxb711/Hilton%20BRG/ScreenCap2.png):

Dear uxb,

Thank you for taking the time to submit a claim form regarding Our Best Rates Guaranteed.

I have reviewed the rate published on the mentioned website and the rate is more than the rate on your confirmed reservation (please see screenshot below). In addition the screen shot that was received is not for the same accommodations (length in stay).

I regret to inform that we are unable to honor your Best Rate claim.

The Terms and Conditions of Our Best Rates Guaranteed program states:

You must find a lower publicly available rate (“Lower Rate”) on a non-Hilton Worldwide booking channel (except for "opaque" websites) for the Same Accommodations. "Same Accommodations" means the same room type, at the same hotel, with the same dates and length of stay, same number of guests, same designation as either cancellable or non-cancellable, same advance purchase policies, and the same terms and conditions governing the room rate.

We realize that every guest has a choice when traveling and we thank you for making Hilton family of hotels your choice.

We look forward to the opportunity to serve your future travel needs.

Sincerely,

[redacted]
Guest Assistance Specialist
Hilton Worldwide
2050 Chennault Drive
Carrollton, TX 75006
USA

I blew a stack when I saw this, and mustered the following response:
[redacted],

1. If you had taken the time to respond to my claim within 24 hours, then you would have found my claim to be valid. See attached screen cap.

2. The screenshot you received is for the same accomodations. Please note that: "ACCESSIBLE-NON SMOKING-QUEEN" is the same as "1 QUEEN ACCESSIBLE NONSMOK"

3. I went over your head a half-a-day ago, and got my better rate approved, because you were unwilling or unable to perform your job.

Go away and never speak to me again,

uxb

P.S. If you are going to cite BRG terms and conditions then AT LEAST quote the proper terms and conditions when denying a claim.

In hindsight, I should have also drawn attention to the fact that the rates were for the same dates as my reservation, but it's 3h now.

The second E-mail was regarding a claim I had submitted for Hampton Inn, which I cancelled, so I could book the Hilton Suites:

Dear uxb

Thank you for taking the time to submit Our Best Rates Guarantee claim for your stay at our Hilton. I have carefully reviewed your reservation and the information about the lower rate on your claim.

1. You must have a confirmed reservation made through one of the following official Hilton Worldwide booking channel:


Any official Hilton Worldwide website

Hilton Reservations & Customer Care,

Directly at a hotel in the Hilton Worldwide portfolio; or

Through an IATA accredited retail travel agent professional ("Travel Agent") booking through a Hilton Worldwide channel or the following Global Distribution Systems: Amadeus, Apollo/Galileo, Worldspan and SABRE.

I regret to inform you that we are unable to honor your request due the above policy. We realize that every guest has a choice when traveling and we thank you for making Hilton portfolio of hotels your choice. We look forward to the opportunity to serve your future travel needs.

Sincerely,

[redacted]
Guest Assistance Specialist
Hilton Worldwide
2050 Chennault Drive
Carrollton, TX 75006
USA

I didn't really come up with a better response to this message:

[redacted],

Really? Why not focus on the claim I had submitted in place of the aforementioned claim (aka File no. [redacted])??? Oh wait! That's right! It is because you are unwilling and/or unable to perform your specified duties. Don't worry. That BRG was also approved without your assistance.

Good bye,

uxb

Given my experience, which I am sure is not unique, I am left wondering why Hilton offers a "best rate" guarantee at all. They've clearly pulled out all of the parlour tricks to prevent me from getting any claim approved. Further, when I attempt to take them to task on their denials, there is no one to receive those challenges. It seems like the ultimate lose-lose situation.

:mad::mad::mad::mad::mad:

Correction, it is Blackstone that owns Hilton, not Blackrock.

Correction, it is Blackstone that owns Hilton, not Blackrock.
Thanks for the catch.

Maybe try being a little nicer? That may have better effects for you.

Since the OP LOATHEs Hilton, why even bother to book their properties? Are there no SPG properties and other chains with similar rates? And why look at properties so far (about 20 miles in each case) from the downtown area when the TIFF is located in downtown TO?

Just wondering....:confused:

bj-21.

Maybe try being a little nicer? That may have better effects for you.

I don't know how you can gauge "nice" from a web-based form, but way to defend Hilton.

Since the OP LOATHEs Hilton, why even bother to book their properties? Are there no SPG properties and other chains with similar rates? And why look at properties so far (about 20 miles in each case) from the downtown area when the TIFF is located in downtown TO?

Just wondering....:confused:

bj-21.

I actually have three nights in downtown Toronto at the Westin, which I had booked back in June. I do not have a crystal ball, and could not foresee where my films would appear on the festival schedule, which was just released a week ago. Now, the overwhelming majority of properties are well north of $250,-/night now. In short, the Hilton Suites isn't very far away from my relatives who live North of Toronto, and the Hampton Inn is near YYZ for when I go home.

I don't know Hilton's terms or policy, but I know most BRG, like my successful BRG with IHG Intercontinental Miami which took 2 hours on the phone, will not work unless both rates are in the same currency.

I would be happy I got anything at all.

If you loathe Hilton so much since Blackstone took over, give up your status and go check into a Motel 6, at least "they always leave the light on"

I don't know Hilton's terms or policy, but I know most BRG, like my successful BRG with IHG Intercontinental Miami which took 2 hours on the phone, will not work unless both rates are in the same currency.

I would be happy I got anything at all.

If you loathe Hilton so much since Blackstone took over, give up your status and go check into a Motel 6, at least "they always leave the light on"
My BRGs at Marriott and SPG are painless compared with Hilton, but there was nothing to BRG from either of their ends, so I went with Hilton.

Thanks for clearing up part of my confusion. But I will say that your choice of that particular Hampton is much farther from YYZ then many other properties (even other Hilton props) if you wanted to be closer to YYZ for your flight, as it's almost at the Oakville border with Mississauga.

And do you really check every property's rates at other sources (ie. third party booking sites) just to see if you can get a BRG claim every time you book? And here I thought that I spend lots of time comparing different airlines and hotels rates when planning a trip, but I never thought to compare other websites and spend even more time by going after a BRG rebate in each and every case.

bj-21.

Thanks for clearing up part of my confusion. But I will say that your choice of that particular Hampton is much farther from YYZ then many other properties (even other Hilton props) if you wanted to be closer to YYZ for your flight, as it's almost at the Oakville border with Mississauga.

And do you really check every property's rates at other sources (ie. third party booking sites) just to see if you can get a BRG claim every time you book? And here I thought that I spend lots of time comparing different airlines and hotels rates when planning a trip, but I never thought to compare other websites and spend even more time by going after a BRG rebate in each and every case.

bj-21.
Well, the point of the BRG is to get the lower rate, so yes. Why pay $250,- for something that you can get for $125? That is money that can go toward other expenses like entertainment, dining and shopping. It's much like shopping for a product on the internet. Why pay $50,- at one site when another site is charging less? Last time I checked, saving money is always a good thing.

Agreed that saving money is a good thing, even moreso nowadays with everything more expensive then before. And with my wife and I now being retired, we do try to economize when possible. But I won't go after everything or everyone that I buy from to challenge their rates each time I search for a flight or hotel. I'll just search their websites as best I can, and frequently, then book what we need or what meets our requirements for price, schedule, and comfort, without needing to challenge them to meet a lower rate each time. Seems like lots of extra effort for you in each case, without (as evidenced by your original post) always the expected results.

bj-21.

First, use of extreme hyperbole in a thread title does not promote the rational discussion of a topic.

Second, this:

Since the OP LOATHEs Hilton, why even bother to book their properties? Are there no SPG properties and other chains with similar rates? And why look at properties so far (about 20 miles in each case) from the downtown area when the TIFF is located in downtown TO?

Just wondering....:confused:

bj-21.

I am :confused: also, and OP's statement that he would stay at a hotel he LOATHES to take advantage of a BRG didn't help. If money is a problem, perhaps he could stay with his family who he will be visiting.

Agreed that saving money is a good thing, even moreso nowadays with everything more expensive then before. And with my wife and I now being retired, we do try to economize when possible. But I won't go after everything or everyone that I buy from to challenge their rates each time I search for a flight or hotel. I'll just search their websites as best I can, and frequently, then book what we need or what meets our requirements for price, schedule, and comfort, without needing to challenge them to meet a lower rate each time. Seems like lots of extra effort for you in each case, without (as evidenced by your original post) always the expected results.

bj-21.

I never have experienced a situation quite like this. Starwood and Marriott have been excellent at reviewing and responding to BRG claims in a timely manner. Here, I had no acknowledgement of my claim until I spoke up.

First, use of extreme hyperbole in a thread title does not promote the rational discussion of a topic.

Second, this:



I am :confused: also, and OP's statement that he would stay at a hotel he LOATHES to take advantage of a BRG didn't help. If money is a problem, perhaps he could stay with his family who he will be visiting.

I apologise if my use of an "extreme hyperbole" offends you; however, it has been nothing short of a nightmare for me. Further, money is not a problem. I simply don't believe in paying extra when a lower rate is available. As for staying with my relatives, their home will be occupied by relatives from Montréal for the week, so there is no extra room for silly ol' me.

Agreed that saving money is a good thing, even moreso nowadays with everything more expensive then before. And with my wife and I now being retired, we do try to economize when possible. But I won't go after everything or everyone that I buy from to challenge their rates each time I search for a flight or hotel. I'll just search their websites as best I can, and frequently, then book what we need or what meets our requirements for price, schedule, and comfort, without needing to challenge them to meet a lower rate each time. Seems like lots of extra effort for you in each case, without (as evidenced by your original post) always the expected results.

bj-21.

Filing BRG claims take time and effort. It's great that you find the price that you need for your stays. I don't see any reason to feel bad about challenging hotel's site rate because:

1. I need to get points from booking at the hotel's site, so if I see it cheaper on a 3rd party site then I can't run promo/maintain status.

2. BRG is set up by hotels - I file a claim because they let me.

I'm glad that you don't do BRG because the whole point for the chains to have BRG is because the majority people don't look for lower prices. So that they can capture customers who actually are price sensitive.

Filing BRG claims take time and effort. It's great that you find the price that you need for your stays. I don't see any reason to feel bad about challenging hotel's site rate because:

1. I need to get points from booking at the hotel's site, so if I see it cheaper on a 3rd party site then I can't run promo/maintain status.

2. BRG is set up by hotels - I file a claim because they let me.

I'm glad that you don't do BRG because the whole point for the chains to have BRG is because the majority people don't look for lower prices. So that they can capture customers who actually are price sensitive.
I am on FT, which appears to be reason enough for others to berate me for finding lower prices. I realise the vast majority of these people travel on their company's dime, and couldn't care less as to the price they pay for goods and services. I, too, travel on my company's dime from time to time. However, I also take several trips on my own dime, and am not as liberal with my money. That is not to say that I am liberal with any of my clients' monies. I will freely admit that I am cheap - especially when I am travelling alone. That aside, I find it amusing that the people chiming in to berate me are the same ones that would not hesitate for a second to use threads such as the AA Promo Code thread to save a buck or two. I am not angry with any of the posters on here since I know what to expect as a poster to this forum.

I am on FT, which appears to be reason enough for others to berate me for finding lower prices. I realise the vast majority of these people travel on their company's dime, and couldn't care less as to the price they pay for goods and services. I, too, travel on my company's dime from time to time. However, I also take several trips on my own dime, and am not as liberal with my money. That is not to say that I am liberal with any of my clients' monies. I will freely admit that I am cheap - especially when I am travelling alone. That aside, I find it amusing that the people chiming in to berate me are the same ones that would not hesitate for a second to use threads such as the AA Promo Code thread to save a buck or two. I am not angry with any of the posters on here since I know what to expect as a poster to this forum.

uxb: there is a thread in Marriott Rewards about filing an LNF with 0.01 difference, and trust me people were so harsh there :td:

$0.01 can turn into a lot of you matched that and then -25% for your whole stay. So you are saving 0.01 and 25% off your stay if you bother to file a claim with Marriott.

Hilton's BRG is substandard - they don't reply within 24 hours, so far I have tried twice and I got it after a couple of attempts. Also previously some FTers have so much trouble to get the hotel to honour the $50 stay credits that is promised by Hilton BRG and it took them months to get the $ back. Fortunately I got my rate adjusted by mistake and I was happy about it.

FT is a forum that allows us to find good deal and share information. Everyone is entitled to their opinion but there is no need to comment on other's post in a negative way.

FT is a forum that allows us to find good deal and share information. Everyone is entitled to their opinion but there is no need to comment on other's post in a negative way.

+1. I don't think anyone was too harsh on me here though. One poster said that I should give up status. I should, but you get status at Hilton for breathing these days, so why pass that up? :D I am looking forward to maintaining Iron Pyrite status in 2013. :p

I apologise if my use of an "extreme hyperbole" offends you; however, it has been nothing short of a nightmare for me. Further, money is not a problem. I simply don't believe in paying extra when a lower rate is available. As for staying with my relatives, their home will be occupied by relatives from Montréal for the week, so there is no extra room for silly ol' me.

The use of "extreme hyperbole" doesn't offend me - I never said it did. I just said it does not promote the rational discussion of a topic.

If difficulty getting a BRG has been "nothing short of a nightmare" for you, then you should be thankful for a very good life. Unless, of course, "nothing short of a nightmare" isn't really true, just more hyperbole.

Well, the point of the BRG is to get the lower rate, so yes. Why pay $250,- for something that you can get for $125? That is money that can go toward other expenses like entertainment, dining and shopping. It's much like shopping for a product on the internet. Why pay $50,- at one site when another site is charging less? Last time I checked, saving money is always a good thing.

I absolutely agree. If Hilton offers a BRG they should honor it. Alternatively, they may give points and night stays for 3rd party bookings and we don't need this whole BRG hassle.

The more people file complaints with the Better Business Bureau (http://www.bbb.org/) the more likely it is that Hilton will move towards the right direction.

...Hilton's BRG is substandard - they don't reply within 24 hours, so far I have tried twice and I got it after a couple of attempts. Also previously some FTers have so much trouble to get the hotel to honour the $50 stay credits that is promised by Hilton BRG and it took them months to get the $ back....


I confirm. I have been fighting since May for my approved BRG. Hilton customer service and Hilton Diamond desk ignored all my claims. Had to file a claim with the BBB, to escalate it to some people at Hilton (with cc to top management) etc.

If you are experiencing similar problems with an approved BRG, you may send me a PM and I will give you the name of a person at Hilton Corporate to whom you can escalate your case.

I confirm. I have been fighting since May for my approved BRG. Hilton customer service and Hilton Diamond desk ignored all my claims. Had to file a claim with the BBB, to escalate it to some people at Hilton (with cc to top management) etc.

If you are experiencing similar problems with an approved BRG, you may send me a PM and I will give you the name of a person at Hilton Corporate to whom you can escalate your case.

Thanks for the offer ^ I might need it in the future.

So what happens to your claim after you complained to BBB?

So what happens to your claim after you complained to BBB?

The account was probably noted with very large warnings of this person's actions.

This type of account should hope they never need a favor and they know ALL the T&C and how the policies work before calling.;)

I would merely suggest calling and asking to speak with a supervisor before calling BBB, unless you want all to know what you have done, and you do not expect 'extras or favors from time to time (i.e. one time exceptions of any sort).;)

Alternatively, they may give points and night stays for 3rd party bookings and we don't need this whole BRG hassle.


This sounds a little bizarre that you would expect Hilton to allow others (3rd parties) to sell you a room, make the profit and hilton has rented the room for basically a "wholesale" price and then you demand they pay you benefits.:(

really? not sure any business model could survive in this manner. Sorry I have to disagree with this statement.


The more people file complaints with the Better Business Bureau (http://www.bbb.org/) the more likely it is that Hilton will move towards the right direction.


...and this, my FT friend, does not sound like a very good way to build a relationship.

This sounds like someone who sues their employers and then stays on working and expects nothing ever happened. Suppose to happen? of course.
Reality.......a very tricky relationship to continue.

For those reading this thread in the future, I would not consider this a wise decision.;)

I went over your head a half-a-day ago, and got my better rate approved, because you were unwilling or unable to perform your job.

Go away and never speak to me again,


If that's really what you wrote them I'm sure they marked your account accordingly and everybody there is having a blast pushing your buttons. They are probably using group forward, so that every time you reply it goes to everybody and they all come up with the next response.

Really, with that attitude, you actually expect them to help you?

I tried being very friendly to Hilton about my wrong information on my profile, but no luck :(

I also tried being very friendly and polite to the CS, it didn't work either. So I gave up and these incidents definitely has proven that Marriott is better than Hilton for me.

I'm sure there are some very nice Guest Assistance Supervisor there and I have met one - it's a shame that most of them are not like him.

I think the fact that Hilton said '24 hours' and at the end of the day takes 72 hours is bad. Even IHG stating that they will get back to me within 3 business days (they do normally within a couple of hours).

If that's really what you wrote them I'm sure they marked your account accordingly and everybody there is having a blast pushing your buttons. They are probably using group forward, so that every time you reply it goes to everybody and they all come up with the next response.

Really, with that attitude, you actually expect them to help you?

+1,000

I absolutely agree. If Hilton offers a BRG they should honor it. Alternatively, they may give points and night stays for 3rd party bookings and we don't need this whole BRG hassle.

The more people file complaints with the Better Business Bureau (http://www.bbb.org/) the more likely it is that Hilton will move towards the right direction.

Why would you expect Hilton to give points and night credits for 3rd party bookings when no other major hotel chain does? Sure, it happens occassionaly with the 3rd party booking not being noticed, but do you know of any hotel chain that doesn't indicate in their T & C that third party bookings will not receive point and stay credit? If so, please let us know.

bj-21.

If that's really what you wrote them I'm sure they marked your account accordingly and everybody there is having a blast pushing your buttons. They are probably using group forward, so that every time you reply it goes to everybody and they all come up with the next response.

Really, with that attitude, you actually expect them to help you?
I am not sure how responding to deny my claim after it was already approved was somehow helpful to me, but yeah... okay. And FTR, I was actually nice to everyone up til I received those two E-mails.

If difficulty getting a BRG has been "nothing short of a nightmare" for you, then you should be thankful for a very good life. Unless, of course, "nothing short of a nightmare" isn't really true, just more hyperbole.

:rolleyes:

The fact that Hilton approved and then denied a claim is very unprofessional. So far the only chain that did something similar is IHG.

Also it's not customer friendly if they make this BRG thing a burden. It draws price sensitive customers away and what do they get at the end of the day? They are not spitting out free nights like IHG does.

OP might change to stay in another hotel chain if he gets fed up with it, and to be honest I have given up on Hilton because of this. I only look for Hilton if I'm running out of options.

Why would you expect Hilton to give points and night credits for 3rd party bookings when no other major hotel chain does? Sure, it happens occassionaly with the 3rd party booking not being noticed, but do you know of any hotel chain that doesn't indicate in their T & C that third party bookings will not receive point and stay credit? If so, please let us know.

bj-21.


Why? Why? Why?

Do you know what this whole discussion is about? Hilton do not honor their BRG! Why is the BRG important? Because the prices on 3rd party websites are often (substantially) less expensive!

And no, it is not true that other hotel chains don't give points for 3rd party bookings. Many BW hotels give me points for 3rd party bookings.

And yes, usually other hotel chains don't give you points for 3rd party bookings but that is not necessary because they honor their BRG, e.g. SPG

Thanks for the offer ^ I might need it in the future.

So what happens to your claim after you complained to BBB?


The person at Hilton who deals with the BBB (www.mybbb.org) escalated the case internally. After ten business days, when I did not get an answer, I escalated the case to several people at Hilton. The case was finally solved - after almost four months of fighting.

If a BBB complaint does not help, I usually escalate a case to the Office of the Attorney General. In the case of Hilton it would be the Consumer Protection and Public Advocacy (OAG) DC (http://oag.dc.gov/DC/OAG/Services+for+the+Community/Consumer+Protection+and+Public+Advocacy). There is an online form (http://government.dc.gov/DC/Government/Data+&+Transparency/Consumer+Protection/Submit+Consumer+Complaints) which you can use.

I am going to ask the mod to close out this thread.

My issue was settled w/ thanks mostly to HHonorsRepresentative. In short, I will be getting the BRGs at the correct rates, and some points to boot.

A supervisor for Guest Assistance acknowledged that the process now takes in excess of 48 hours to get a claim reviewed. However, he has assured me that they are taking steps to improve their system. My recommendation was that Hilton send some sort of auto-acknowledgement (similar to SPG's BRG) when a new claim is received. This way, there is a definitive paper trail instead of the common "oops, my dog ate it"-excuse that I got for all of these claims.

Further, despite being slammed by a few of my fellow FTers (:rolleyes:), it is still my hope that this experience will eventually lead to a better BRG experience for the rest of you.

Cheers.

I am going to ask the mod to close out this thread.

My issue was settled w/ thanks mostly to HHonorsRepresentative. In short, I will be getting the BRGs at the correct rates, and some points to boot.

A supervisor for Guest Assistance acknowledged that the process now takes in excess of 48 hours to get a claim reviewed. However, he has assured me that they are taking steps to improve their system. My recommendation was that Hilton send some sort of auto-acknowledgement (similar to SPG's BRG) when a new claim is received. This way, there is a definitive paper trail instead of the common "oops, my dog ate it"-excuse that I got for all of these claims.

Further, despite being slammed by a few of my fellow FTers (:rolleyes:), it is still my hope that this experience will eventually lead to a better BRG experience for the rest of you.

Cheers.

UXB - thanks for bring the topic up because we all like Hilton to improve their BRG process. The big problem is that even with an acknowledge mail, HH claims that they have never received the claim. I found out that I went to the Hilton's UK page I can get a confirmation email that they got my BRG claim - NO, that claim never reaches Hilton. :td:

The person at Hilton who deals with the BBB (www.mybbb.org) escalated the case internally. After ten business days, when I did not get an answer, I escalated the case to several people at Hilton. The case was finally solved - after almost four months of fighting.

If a BBB complaint does not help, I usually escalate a case to the Office of the Attorney General. In the case of Hilton it would be the Consumer Protection and Public Advocacy (OAG) DC (http://oag.dc.gov/DC/OAG/Services+for+the+Community/Consumer+Protection+and+Public+Advocacy). There is an online form (http://government.dc.gov/DC/Government/Data+&+Transparency/Consumer+Protection/Submit+Consumer+Complaints) which you can use.


It seems unclear as to why you would continue to do business with a company that you are so unhappy with.

At some point, I would suspect your ties will be cut from your end, if not their end, from a relationship that benefits on either side.

I say, if you are unhappy, just take your business elsewhere and don't worry about Hilton. Life is tooooo short to keep yourself stressed over such situations.;)

...A supervisor for Guest Assistance acknowledged that the process now takes in excess of 48 hours to get a claim reviewed. ...

48 hours.... That is a bad joke. Rates change within hours....

Why? Why? Why?

Do you know what this whole discussion is about? Hilton do not honor their BRG! Why is the BRG important? Because the prices on 3rd party websites are often (substantially) less expensive!

And no, it is not true that other hotel chains don't give points for 3rd party bookings. Many BW hotels give me points for 3rd party bookings.

And yes, usually other hotel chains don't give you points for 3rd party bookings but that is not necessary because they honor their BRG, e.g. SPG

WHY???? Because YOU BROUGHT UP THE POINT ABOUT THE THIRD PARTY BOOKINGS, NOT ME! Do YOU know what this whole discussion has been about???
Until you brought up the suggestion that Hilton drop the 3rd party bookings, the discusion in this thread was solely about the BRG problems. Try reading again your post which included the third party bookings comment, something that I'm really sure that Hilton will drop because you said so, while all the other major chains still have it in their T&C. :rolleyes:

Congratulations on getting the BW points for your third party bookings. Did you notice that I said in my original comment that some points/miles can slip through? And did you even bother to read the BW T&C about their exclusions for bookings at Priceline, Expedia, Travelocity, Orbitz, Hotwire, Site 59, and many others? So this is a major chain that also excludes some third party bookings, per my original comment.

bj-21.

Almost 10 weeks later and still no gift cards. They've got to be kidding me... :mad:

Almost 10 weeks later and still no gift cards. They've got to be kidding me... :mad:

:td: Have you contacted Hilton through social media? It seems to me they respond to FB, Twitter faster than if you use their regular online form.

:td: Have you contacted Hilton through social media? It seems to me they respond to FB, Twitter faster than if you use their regular online form.
I sent a message, but IDK anymore. I spent over an hour on the phone with GA today, but the agent was being belligerent, and kept referring back to a third reservation that I had cancelled before making the two aforementioned (which were eventually approved). I begged her to pass the call to a supervisor, but it my request went "in one ear and out the other." I filed a complaint with the NYS OAG.

No offense OP but if you browse FT all FF programs are sinking quickly and have been doing so for years and years. You would think they would have reached bottom by now.

Let us know how it goes, please.

Unlike some people, I feel for you OP.

No offense OP but if you browse FT all FF programs are sinking quickly and have been doing so for years and years. You would think they would have reached bottom by now.

I dun think Hilton could get much lower.

Let us know how it goes, please.

Unlike some people, I feel for you OP.

Thx. I called Hilton out on Twitter with such sayings as "Hilton is a bunch of liars," and "Conrad Hilton called. He wants his name back." Took them 8 hours to respond by phone with a fix the situation. They were very unapogetic about the situation. Whatever. I already filed a complaint with the NYS OAG. May also do the same with the BBB. Their BRG claim processing needs to be fixed or eliminated.

Not surprising - a lot of empty promises were made, but I still do not have cards in hand. HHonorsRepresentative has been totally useless in resolving this matter, which is now three months old. I had asked for a supervisor to intervene, but to no avail.

I understand your situation. Really, really sh*tty.

The worst thing IMO is having to fight for 4 months and get maybe a few hundred dollars in compensation which should have been given in the first place... Especially when you value your time, this becomes more a principle issue versus money saving issue.

But the way they've set up their BRG (having to book your reservation first) is already very tricky IMO.

I think SPG has a great BRG which you can apply for before you even book your stay with SPG. Much better and has worked for me in the past.

Quick question: do you get more HHonors benefits when you book directly via the Hilton website?

I know this is a requirement to get SPG benefits, but I've never noticed this with previous Hilton stays when I was HH Gold. Perhaps the room upgrade happens more often when you book via the Hhonors site, and they know in advance your a Hhonors member?

The worst thing IMO is having to fight for 4 months and get maybe a few hundred dollars in compensation which should have been given in the first place... Especially when you value your time, this becomes more a principle issue versus money saving issue.

If you even get any compensation at all.

I haven't done a hilton BRG, but I did try a IHG BRG.

They are equally as bad. They will look for ANY excuse, misquote the T&Cs, and try to do everything in their power to deny you. They never let you escalate, and it turns out to be a bogus tool.

Why even offer it if all you do is enrage the few that will bother with it?!

I eventually cancelled all my IHG reservations once they failed to give me the rate because, apparently, the credit card needs to be charged in the local currency, not just be listed in local currency on the 3rd party site.

Ended up booking with Radisson, had some issues, but the BRG was accepted and money in my pocket. Save $500 with it

I understand your situation. Really, really sh*tty.

The worst thing IMO is having to fight for 4 months and get maybe a few hundred dollars in compensation which should have been given in the first place... Especially when you value your time, this becomes more a principle issue versus money saving issue.

But the way they've set up their BRG (having to book your reservation first) is already very tricky IMO.

I think SPG has a great BRG which you can apply for before you even book your stay with SPG. Much better and has worked for me in the past.

Quick question: do you get more HHonors benefits when you book directly via the Hilton website?

I know this is a requirement to get SPG benefits, but I've never noticed this with previous Hilton stays when I was HH Gold. Perhaps the room upgrade happens more often when you book via the Hhonors site, and they know in advance your a Hhonors member?
You get Hilton benefits and points when you book directly via the Hilton website. In theory, you do not get benefits or points when you book on a third-party site like Priceline or Expedia, but my experience in those matters differ greatly from others on FT, so YMMV.

I haven't done a hilton BRG, but I did try a IHG BRG.

They are equally as bad. They will look for ANY excuse, misquote the T&Cs, and try to do everything in their power to deny you. They never let you escalate, and it turns out to be a bogus tool.

Why even offer it if all you do is enrage the few that will bother with it?!

I eventually cancelled all my IHG reservations once they failed to give me the rate because, apparently, the credit card needs to be charged in the local currency, not just be listed in local currency on the 3rd party site.

Ended up booking with Radisson, had some issues, but the BRG was accepted and money in my pocket. Save $500 with it
I'm considering pursuing legal recourse against Hilton.

I'm considering pursuing legal recourse against Hilton.

You might consider filing a complaint to BBB against Hilton.

You might consider filing a complaint to BBB against Hilton.
Been there. Done that. The BBB is so messed up that they submitted my complaint as one against a property in Southwest Houston. W/e.

You might consider filing a complaint to BBB against Hilton.

Who looks at Hilton's BBB rating?

Just an update - I sent the NYS OAG after Hilton. Hilton came back w/ several "Be Our Guest" certs to any property in the Hilton Worldwide portfolio of hotels and an additional $50,- GC. They did not formally apologise for their shoddy marketing practises. I suppose this matter is resolved for me; however, I still believe these issues have a wider class implication.

YMMV?