I submitted a BRG claim for Homewood Suites in Las Vegas reservation. First, I made a reservation using AAA rate of $111.00 or so, compared to best available refundable rate at expedia.com of $83 (they also had a $71 non refundable rate). Agent wrote back and said T & C state that it must be same plan for same plan. OK, technically they are right. The best available refundable rate on Hilton.com is $139. Seems I still qualify, but I cancel my reservation, make another and try again. Here is the response:

Thank you for your interest in Our Best Rates Guaranteed program. We have received and reviewed your claim. Per your submission via expedia.com They are requesting that you pay for your room in full before it is reserved whereas we are holding the room until you arrive.
The Terms and Conditions of Our Best Rates Guaranteed program state:

You must find a lower publicly available rate on a non-Hilton Family booking channel (except for "opaque" websites) for the Same Accommodations (as defined below) within twenty-four (24) hours of booking your reservation. The term "Same Accommodations" is defined as the same accommodations at the same hotel with the same dates of stay, same length of stay, same number of guests, same room type, same cancellation and advance purchase policies, and the same terms and conditions governing the room rate.

As per the terms and conditions, we are unable to validate your claim. We understand that you have a choice when travelling and we appreciate you choosing the Hilton Family of Brands to serve your lodging needs.

Questions:

Per my submission via expedia.com?

Why would I have to prepay if that was not what the original rate required?

Now I have to prepay AND my claim is denied?

I have written to the agent and requested clarification, but it seems like there is a language barrier.