Hilton HHonors - Advance Purchase, What if the Rate Drops?

I've booked a lot of Sheraton and Marriott stays but not very many at Hilton so I don't know what to make of the situation I'm in.

I can fill in all the gory details but in essence two things happened.

First, the AP rate dropped from 205 euros to 161 euros over the course of less than a week on a room I booked. In fact as I was on the phone booking I found a rate of 181 euros on the UK site, which the agent promised to match (since the booking was already done and was AP). She never got back to me, so I emailed but still never heard. So I called this morning trying to reach her and when I couldn't I asked for customer service.

Hilton now says the rate guarantee doesn't apply to rates found on other Hilton sites. So if you book on the US site and find a cheaper rate on their own UK site within 24 hours they won't meet it. If the rate you booked is AP they won't even meet it under the rate guarantee if you are still on the phone since the rate is non-cancelable.

Pretty weird I think. If I find a better rate on Orbitz UK, they'll meet it, but not if I find it on Hilton UK.

In addition the rates on the US site have now been revised to match those from the UK, but since the AP rate isn't cancelable I can't take advantage of it.

Has anyone run into a situation like this before?

I've put this as a separate thread from the Guarantee one because the AP wrinkle doesn't quite make it as simple as a straight match and I didn't want to confuse things. Mod feel free to move if I was wrong there.

From my experience and what I've read on this board, you're pretty much stuck with the price you paid. Most of the times it's worth it because the rate offered more than a couple of weeks out is considerably lower than any other rates. but some times you get burnt, as you are now seeing.

The entire benefit to Hilton with Advanced Purchased rates (which are not always the best rate, I've seen the AAA or AARP rate be lower with cancel till 6 pm that day) is once they get your cash, that's it, you can't change it, you can't cancel it, you can't lower the rate on it, etc.

My experience has been you can achieve the "advance purchase" rate or pretty close to it (within ~$10) if you use the AAA rate. And AAA rate bookings can be cancelled/modified.

Rate on the US Hilton site is now showing 139 euros, AP with meals. Non advance purchase rate is showing 200 euros. So this would be like buying an advance deep discounted airfare and a week later the same routing full fare, fully refundable was cheaper.

I've never seen anything like this. The rate drops 70 euros/night in a couple of days and they have you locked in.

You win some, you lose some ...

Life lesson I guess.

Its been a long time since Marriott had AP rates, but when they did one never saw this kind of thing. The rates were heavily discounted to all the cancelable ones and I never saw an AP rate change downward ever. In other words if they were available AP rates were always a good deal (unless you had to change your stay).

Apparently that isn't the case with Hilton. I shouldn't have assumed it would be, but ouch, a 220 euro/room lesson and I have two rooms.

Thanks for the heads up regarding AAA. I'll stick with flex from now on.

Still there was that discrepancy between the US and UK sites and the fact the agent told me to email the screen shot and they would adjust the rate. You would think that if they tell you they're going to match they should do it. Apparently not.

Life lesson I guess.

Definitely.

I can also assure you that this is not limited to Hilton. Just a few weeks ago, I got burnt on an AP rate at the SIN Crowne Palza so as Rambuster said, you win some, you lose some.

I think if you decided that an AP rate was a good deal and you went ahead and purchased it, it's irrelevant if it changed later because there's nothing you can do about it and it doesn't affect you anymore.

I had same experience to Hilton Cairns.

Booked two months earlier
Best available 200AUD,AP 180 AUD
One week later AP drop to 160 AUD

Two weeks ago,travel zoo special rate
135AUD with breakfast and welcome wine:mad:

The travel zoo rate can be cancelled.

Mail to Hilton Cairns,they allow me hold my AP reservation.
either transfer to other person or change date.

My situation is a little bit different. I was actually on the phone talking to Hilton reservations and I saw that the rate on Hilton UK site was less than what the agent was had quoted and just booked.

She agrees to meet the rate and tells me to email a screen shot. I do but never hear back from her.

So there are two things going on. First, the rate over the phone wasn't the best rate Hilton was offering at that time as they promise. Second, the agent promised to make it right but never got back to me. And we did this in writing as I send the email with the screen shot within 2 hours of the phone call.

It's true the rate dropped even further today but I would think that between the best rate guarantee and the agent's promise to meet the rate that I should at least get that much.

Pretty strange I think given this is all documented in writing by the time stamps on the reservation and my email with the screen shots.

Anyway whatever happens this is not the kind of thing I've ever seen with Starwood or Marriott. But then maybe I've been lucky.

Advance Purchase, What if the Rate Drops?

Caveat Emptor. Or, more simply; tuf.

After reading this thread, I went to check on my reservations at the Hilton Cancun for 11/25-11/29.

I had booked advance purchase + 30% off for a total of $454.72.

The total for those 4 nights has since dropped to $423.72.

I called Hilton: "unfortunately we cannot make any changes or modifications to Advance Purchase."

What a pain in my behind.

Helpless...at least it's only a $30 difference for the total stay...it could be worse.

Before doing advance purchase, always call the hotel to see how full it is. Gives you a sense if it will drop or not.

I called Hilton: "unfortunately we cannot make any changes or modifications to Advance Purchase."

I've had problems with Hilton before. ;) So when I needed to change dates on a prepaid advance reservation in London, I knew that calling the central number was not going to help me, so I called the hotel direct and asked to speak to the manager in charge of reservation and asked politely if it was possible to change the dates. I was quite prepared to take almost any offer that wasn't insulting rather than throw away £200 I couldn't use at all.
A change of date to a date a month later and everything went smoothly. The reservation at Hhonors has the new date, they emailed me a new confirmation. The only downside is that a dinner/bed/breakfast has transformed to just bed/breakfast, but if we want to dine there's nothing to stop charging it as an incidental. (More points! ^ )