I reserved an Executive double room - mountain view - at Hilton Waikiki Beach hotel for Dec 2012 for 3 nts for $1535 AI for the stay. Then I found lower rate at hotelopia.com of $649 AI for the same dates and room type. SO, I submitted BRG claim.
Within about 12-14 hrs, I received an email that the claim was rejected, because, they could not find the same hotel on hotelopia.com. So, I called Hilton, and spoke to a rep. She was looked at the wesite while I was on the phone and she could not find the hotel on that wedsite. Here I was also on computer and I could find the hotel with the rates I submitted. So, I asked her if I should send you the link and screen shot. She asked me to reply to the email and send the screen shots as the rep who send me the email would be able to handle my claim.

Then, I sent the screen shots to the rep on email. She replied back with screen shots stating that she could not find the hotel on that website. I noticed that the dates on the screen shots were different than mine (one day earlier).

So, I decided to make reservation at hotelopia.com, and then send the confirmation to the email rep for the proof that I can still make the reservation with the lower rate.
The rep replied "Your reservation has now been booked on the third party site; with this, we can’t do the Best Rates Guarantee as it is not booked on our website."

Really??

Seems like Hilton just doesn't want to honor BRG. I submitted a BRG claim at Marriott for the same dates in Hawaii from hotelopia.com, and was approved RIGHT AWAY.

I am very frustrated with Hilton BRG. What are my options?? I would like to contact the senior management at Hilton and media on this.