Originally Posted by
Waran
When checking rates for an upcoming trip, i found the Hilton Tokyo substantially cheaper elsewhere. Using the livechat, I asked if they could match the rate, and was told they are not authorised to do that. However, he was able to recreate the lower price using the OTA and told me it qualifies for BPG (how I found out about it). He encouraged me to book the (prepaid! rate) directly and file the claim as that's how it works and said I'll get the 25% extra off.
This all happened 24 hours ago, I filed the claim (and took screenshots)! Although the lower rate is still available to purchase, I've still not heard anything back from the BPG team (not even a case number or acknowledgement). Having now read this thread (rookie mistake), I now fear trusting the Hilton sales agent may not have been wise....
I'll keep everyone posted.
Both rates are pre-paid, are for the same room and includes breakfast.
So, I just heard back (over 24 hours later) and the claim was rejected because the competing price was on japanican.com! Apparently this is not a public rate... It's a load of cr*p! When you search; prices and availability is shown. If you try to book, it tells you to (a) sign in if you have an account (b) make a new account or (c) book as a guest! You enter your email address, and you are allowed to pay for it. As a guest, the website doesn't even give you the option to make an account during checkout!
What is making me more outraged, is the sales rep over live chat was able to get to the booking page on his own. Did not flag this as an issue, and after saying he isn't authorised to price match (wasn't asking for 25% off just the same lower price) started selling me on the 25% BPG off and reassuring me I should book it direct.
I feel like such an idiot who got scammed! I've screenshot the process and sent it back to them as an appeal. It's the biggest load of crap for them to claim this is a membership site with non-public rates! It even shows up on trip advisor price comparisons!
The rate I booked with Hilton in non-cancellable. I hope my case is a warning to others not to fall for this. Regardless of nice words from a Hilton sales rep, its a case of one team trying to maximise direct sales and another trying to weasel out of giving you a lower rate.
Maybe only do BPG on cancellable rates. I'm going to cool off now, and see what they say about the appeal. Apologies for the long post!
UPDATE:
Thanks to Lauren's assistance, this has been resolved positively. A public thank you to her for the excellent support, and I'm sure it wouldn't have been resolved so quickly without her intervention.
The BPG team have made it clear to me that japanican.com is not a qualifying website.
So, my one experience with Hilton's BPG:
Anyone who visits this site can see there is no difference between japanican.com (the OTA of JTB, the largest Japanese travel company) or any other OTA like expedia etc. The Hilton rules are to match "public rates", so everyone/ anyone can be able book it. This website in my view clearly meets this requirement as anyone can book on this site without an account or without creating it. Prices and inventory are displayed normally without needing to log in or anything. Essentially, japanican fell foul because asks me for my email address ( after showing the prices and availability and makes clear it's just for the confirmation) before asking me for my details. My conclusion is Hilton will only price match OTA's whose booking UX they "agree" with.
With this risk, I know I'll "keep clicking around" for now.