No idea if HH management reads these forums, but in case they do, thought I'd copy my email I sent to them... context is I had my first and only BRG claim denied because of a difference in the cancellation policies:
Can you please pass a comment onto your management for me? My understanding of the Best Rate Guarantee is that you are trying to incentivize people to book direct on
Hilton.com, correct? However,
Hilton.com doesn’t offer the same terms as the third party sites - in this case a 4 day cancellation policy vs. a non-refundable rate is meaningless, because I know I am going to stay. Thus, going forward, if I see a better rate on another site, I will book that instead of the
Hilton.com rate, and just let you guys pay the commissions.
You either need to offer a comparable non-refundable rate on
Hilton.com, or honor the BRG regardless of terms. With the way it is now, the BRG is actually incentivizing me to book on a third-party site, rather than Hilton. Seems like that is the opposite of it’s intended effect.
I get that they were right to deny me per their policy, but it isn't incenting me to go book on their site, esp. with the low level status that I have.