Feb 27, 2015, 9:38 am
Last edit by: ekozie
We are trying to collate a list of the websites that Hilton's Best Rate Guarantee team consider eligible for the BRG. Please update the following wiki with you successful/rejected BRG claims.
^Successful BRG claims have been made against:
muchoviaje.com - 26/09/2016
expedia.co.uk - 26/09/2016, Jan 2018
Expedia.com (US) - 18/09/2017
Expedia.ca - 1/20/18
happyrooms.com - 30/09/2016, 25/Jan/2017, 28/Jan/2017, 27/Feb/2017, 23/July/2017
hotelscombined.com - 17/Jan/2017
priceline.com (standard booking, not a bid or express booking)- 05/Oct/2016, 15/May/2017, 22/Apr/2018, 22/Oct/18, 25/Nov/18
prestigia.com - 24/Jan/2017
orbitz.com - Dec 2017
prestigia.com - Dec 2017, January 2018
nustay.com - Feb 2020
Unauthorised Sites for BRG Claim:
roomertravel.com - 16/09/2016
prestigia.com - 27/09/2016 - 'does not instantly confirm'
hoteltravel.com - August 2016 - " there have been discrepancies in the way the website has been displaying prices recently, and we are not satisfied that the website's processes are fair and transparent."
destinia.com - 29/09/2016 - 12 EUR Administration Fee for any cancellation vs Hilton Fully Flex
Travel.AmericaExpress.co.uk - 29/09/2016 Amex Card holders only
Bedfinder.com 6/8/17 - The third party site bedfinder.com is no longer considered to be valid
skoosh.com - denied 10//4/18
BRG claims on non-refundable rates are a gamble at best. Hilton can ask 3rd party sites to remove rates when they "sell unbundled wholesale rates", and screenshots are no longer sufficient proof. You will end up with the non-refundable rate booked, if the rate is gone when your claim is being reviewed.
On 18 November 2014 (see post #1261 of the archived thread), the HHonorsRepresentative listed 15 third-party websites that were 'no longer authorized to distribute our hotels’ static rates':
However, on 19 December 2014 (see post #3 of this thread), the HHonorsRepresentative announced a change of policy, stating that:
The HonorsRepresentative has not issued any subsequent statement suggesting another change of policy and a return to the previous 'blacklist'.
---------------------------------------------------------------------------------
This is the late 2014/2015 BRG thread - for the original thread please check here
Hilton Best Rate Guarantee, or BRG: The Definitive Thread
Thanks!
Squeakr
for the HH Mod Team of squeakr, Canarsie and Kiwi Flyer
--------
^Successful BRG claims have been made against:
muchoviaje.com - 26/09/2016
expedia.co.uk - 26/09/2016, Jan 2018
Expedia.com (US) - 18/09/2017
Expedia.ca - 1/20/18
happyrooms.com - 30/09/2016, 25/Jan/2017, 28/Jan/2017, 27/Feb/2017, 23/July/2017
hotelscombined.com - 17/Jan/2017
priceline.com (standard booking, not a bid or express booking)- 05/Oct/2016, 15/May/2017, 22/Apr/2018, 22/Oct/18, 25/Nov/18
prestigia.com - 24/Jan/2017
orbitz.com - Dec 2017
prestigia.com - Dec 2017, January 2018
nustay.com - Feb 2020
Unauthorised Sites for BRG Claim:roomertravel.com - 16/09/2016
prestigia.com - 27/09/2016 - 'does not instantly confirm'
hoteltravel.com - August 2016 - " there have been discrepancies in the way the website has been displaying prices recently, and we are not satisfied that the website's processes are fair and transparent."
destinia.com - 29/09/2016 - 12 EUR Administration Fee for any cancellation vs Hilton Fully Flex
Travel.AmericaExpress.co.uk - 29/09/2016 Amex Card holders only
Bedfinder.com 6/8/17 - The third party site bedfinder.com is no longer considered to be valid
skoosh.com - denied 10//4/18
BRG claims on non-refundable rates are a gamble at best. Hilton can ask 3rd party sites to remove rates when they "sell unbundled wholesale rates", and screenshots are no longer sufficient proof. You will end up with the non-refundable rate booked, if the rate is gone when your claim is being reviewed.
On 18 November 2014 (see post #1261 of the archived thread), the HHonorsRepresentative listed 15 third-party websites that were 'no longer authorized to distribute our hotels’ static rates':
- Alpharooms.com
- Amoma.com
- Cleartrip.com
- Despegar
- Elvoline
- Galahotels
- Hotelpronto.com
- Jumbotours
- LMT.com
- Secretescapes
- Simplytravel.de
- TravelRepublic
- Wego
- Worldwideholidays.com.au
However, on 19 December 2014 (see post #3 of this thread), the HHonorsRepresentative announced a change of policy, stating that:
Moving forward, we will approve claims from these sites as long as the offered rates meet the other BRG requirements we have in place, as we recognize that this is in the best interest of our members.
The Best Rate Guarantee exists so that our guests feel confident going to Hilton Worldwide channels to find the best rates that we offer. We strive for pricing accuracy in all our channels, and the BRG helps identify when that is not the case.
The Best Rate Guarantee exists so that our guests feel confident going to Hilton Worldwide channels to find the best rates that we offer. We strive for pricing accuracy in all our channels, and the BRG helps identify when that is not the case.
---------------------------------------------------------------------------------
This is the late 2014/2015 BRG thread - for the original thread please check here
Hilton Best Rate Guarantee, or BRG: The Definitive Thread
Thanks!
Squeakr
for the HH Mod Team of squeakr, Canarsie and Kiwi Flyer
--------
Hilton Best Rate Guarantee or BRG
Jun 4, 2019, 11:37 am
#226
Join Date: Nov 2015
Posts: 84
Attempted brg for Hilton garden inn Heathrow t2 hilton shows as 80 and agoda shows as 75.
I got a response back saying 'unfortunately the hotel listed will not be listed as part of hilton properties until July 1st. Unfortunately we cannot processed your claim until after July 1st.'
I booked a non refundable because I was going to stay there anyway. What I don't understand is I was able to book through hilton, so surely it should still qualify for brg?
any help with this?
I got a response back saying 'unfortunately the hotel listed will not be listed as part of hilton properties until July 1st. Unfortunately we cannot processed your claim until after July 1st.'
I booked a non refundable because I was going to stay there anyway. What I don't understand is I was able to book through hilton, so surely it should still qualify for brg?
any help with this?
One saying the hotel will not be part of hilton after july so they cant brg and one saying its not part of hilton yet so that cant brg....?!?
Jun 4, 2019, 5:29 pm
#227
Join Date: Apr 2002
Location: Atlanta Metro
Programs: DL , AC, BA, Hhonors Diamond, IH Platinum, Bonvoy Gold, Hyatt Discoverist
Posts: 2,360
So typical of the automatons Hilton has processing these claims.
Keep arguing with them. You may eventually get an agent with a brain. You might also see if you can confirm the hotel's status separately--maybe call them?
Jun 5, 2019, 2:02 pm
#228
Join Date: Jul 2017
Programs: BA Silver, UA Premier Gold, Hilton Diamond
Posts: 10
BRG worked for Hilton Naples, FL after submitting claim via internet form.
Hilton rate was $128
Trip.com rate was $117
after BRG rate was $86
Was initially rejected but after sending in screenshots it was approved.
Hilton rate was $128
Trip.com rate was $117
after BRG rate was $86
Was initially rejected but after sending in screenshots it was approved.
Jun 5, 2019, 5:56 pm
#229
Join Date: Oct 2014
Location: TX, USA
Programs: Bonvoy Plat, Hilton Diamond, IHG SA
Posts: 140
Jun 7, 2019, 7:03 am
#230
Join Date: Sep 2011
Posts: 23
1. Does the total need to be in local currency or USD?
2. Can I use the Agoda in app price (5%) off or does to have to be the stock standard price on their website?
3. If the "breakfast package" is now the cheapest on Hilton.com, do I need to book that over the non-breakfast booking?
We looking at Fiji but just want to confirm everything is correct before we book.
2. Can I use the Agoda in app price (5%) off or does to have to be the stock standard price on their website?
3. If the "breakfast package" is now the cheapest on Hilton.com, do I need to book that over the non-breakfast booking?
We looking at Fiji but just want to confirm everything is correct before we book.
Last edited by sooty; Jun 7, 2019 at 9:19 am
Jun 8, 2019, 12:53 pm
#231
Join Date: Apr 2002
Location: Atlanta Metro
Programs: DL , AC, BA, Hhonors Diamond, IH Platinum, Bonvoy Gold, Hyatt Discoverist
Posts: 2,360
1. Does the total need to be in local currency or USD?
2. Can I use the Agoda in app price (5%) off or does to have to be the stock standard price on their website?
3. If the "breakfast package" is now the cheapest on Hilton.com, do I need to book that over the non-breakfast booking?
We looking at Fiji but just want to confirm everything is correct before we book.
2. Can I use the Agoda in app price (5%) off or does to have to be the stock standard price on their website?
3. If the "breakfast package" is now the cheapest on Hilton.com, do I need to book that over the non-breakfast booking?
We looking at Fiji but just want to confirm everything is correct before we book.
If you use the app, get a screenshot. They'll probably deny, and you'll have to argue it. If the website rate is still lower than Hilton.com, I'd just use that (again, don't do anything to confuse the PMG drones).
It's not about booking the cheapest rate. It's about booking the IDENTICAL room. ABSOLUTELY IDENTICAL. So if Agoda is offering an identical package to Hilton that's cheaper, and you want breakfast, then book that. If you don't want breakfast, find the cheapest Hilton.com room that's identical in all respects to the Agoda booking.
Jun 10, 2019, 8:47 am
#232
Join Date: Sep 2011
Posts: 23
You need to ensure that both rates are in the same currency. Don't do anything to confuse the PMG drones. Their programming is very simple and can't handle anything unusual. Anything odd, the default is "deny."
If you use the app, get a screenshot. They'll probably deny, and you'll have to argue it. If the website rate is still lower than Hilton.com, I'd just use that (again, don't do anything to confuse the PMG drones).
It's not about booking the cheapest rate. It's about booking the IDENTICAL room. ABSOLUTELY IDENTICAL. So if Agoda is offering an identical package to Hilton that's cheaper, and you want breakfast, then book that. If you don't want breakfast, find the cheapest Hilton.com room that's identical in all respects to the Agoda booking.
If you use the app, get a screenshot. They'll probably deny, and you'll have to argue it. If the website rate is still lower than Hilton.com, I'd just use that (again, don't do anything to confuse the PMG drones).
It's not about booking the cheapest rate. It's about booking the IDENTICAL room. ABSOLUTELY IDENTICAL. So if Agoda is offering an identical package to Hilton that's cheaper, and you want breakfast, then book that. If you don't want breakfast, find the cheapest Hilton.com room that's identical in all respects to the Agoda booking.
Lol I called and was on the phone for 40-45 min, my agent got confused when I told her I had the prices in local currency (FJD). Was expecting to get $669 USD down to about $411 USD per night, after matching and 25% off.
She ended up giving me $411 FJD per night which was a killer deal. $192 USD per night for a 2 bedroom, beachfront kitchenette and laundry.
Thanks for the help!
Jun 10, 2019, 8:54 am
#233
Join Date: Jan 2019
Location: SAN, BOS
Programs: AS MVPG100K, BAEC Gold, Hilton Diamond, Bonvoy Plat,
Posts: 2,282
Thank you, thank you!
Lol I called and was on the phone for 40-45 min, my agent got confused when I told her I had the prices in local currency (FJD). Was expecting to get $669 USD down to about $411 USD per night, after matching and 25% off.
She ended up giving me $411 FJD per night which was a killer deal. $192 USD per night for a 2 bedroom, beachfront kitchenette and laundry.
Thanks for the help!
Lol I called and was on the phone for 40-45 min, my agent got confused when I told her I had the prices in local currency (FJD). Was expecting to get $669 USD down to about $411 USD per night, after matching and 25% off.
She ended up giving me $411 FJD per night which was a killer deal. $192 USD per night for a 2 bedroom, beachfront kitchenette and laundry.
Thanks for the help!
Jun 10, 2019, 9:08 am
#234
Join Date: Sep 2011
Posts: 23
Jun 10, 2019, 9:10 am
#235
Join Date: Jan 2019
Location: SAN, BOS
Programs: AS MVPG100K, BAEC Gold, Hilton Diamond, Bonvoy Plat,
Posts: 2,282
That’s one great way to make sure this doesn’t happen again. Why would you call the hotel?
Hope that it works out for for you really do but hotels have every right to cancel mistake fares like airlines why would you bring it to their attention more
Hope that it works out for for you really do but hotels have every right to cancel mistake fares like airlines why would you bring it to their attention more
Jun 10, 2019, 9:19 am
#236
Join Date: Sep 2011
Posts: 23
I'm going to stop after this post.
Um, I've called the Hilton a week before my stay, notifying them that I'm coming and I'm looking to see if they have any availability at this stage for an upgrade.
I've done this on every trip and prepaid every trip. So, if this has been an issue since 2010, I apologize.
Um, I've called the Hilton a week before my stay, notifying them that I'm coming and I'm looking to see if they have any availability at this stage for an upgrade.
I've done this on every trip and prepaid every trip. So, if this has been an issue since 2010, I apologize.
Jun 10, 2019, 9:23 am
#237
Join Date: Jan 2019
Location: SAN, BOS
Programs: AS MVPG100K, BAEC Gold, Hilton Diamond, Bonvoy Plat,
Posts: 2,282
I don’t know if you’re being purposely obtuse, but this is clearly the first time that they mistakenly have given you a lower rate due to a mistake in currencies. The Hilton terms clearly state that they have every right to cancel a booking if the reservation was made in a mistake fare. Why, you would want to notify them of this, is beyond me.
Jun 10, 2019, 4:40 pm
#238
Join Date: Apr 2002
Location: Atlanta Metro
Programs: DL , AC, BA, Hhonors Diamond, IH Platinum, Bonvoy Gold, Hyatt Discoverist
Posts: 2,360
Sooty is a newb and is not accustomed to the longstanding Flyertalk tradition of people trying to sh*t all over others' good fortune.
Yes, they COULD cancel. But given that he's already called them and they're aware of the rate, seems likely to be honored, particularly since the property just sees that the rate has been entered by the PMG agent. They know nothing of how the agent reached that rate. This is NOT a mistake rate in the traditional sense, because it was not available to everyone.
Furthermore, he did NOT call to notify them of a "mistake rate." He called to confirm the hotel had his reservation in order. Lighten up.
Yes, they COULD cancel. But given that he's already called them and they're aware of the rate, seems likely to be honored, particularly since the property just sees that the rate has been entered by the PMG agent. They know nothing of how the agent reached that rate. This is NOT a mistake rate in the traditional sense, because it was not available to everyone.
Furthermore, he did NOT call to notify them of a "mistake rate." He called to confirm the hotel had his reservation in order. Lighten up.
Jun 10, 2019, 10:02 pm
#239
Join Date: Aug 2017
Programs: Marriott Rewards
Posts: 19
Had a denied BRG claim for a three night stay at The Renwick Hotel in NYC. Lower rate on booking.com, but the claim was denied as at the moment they replied, the lower rate was gone. Regretted myself that I didn't take any screenshots of the lower rate, so can't really argue about that.
Two things that I'm thinking of. (1) the agent actually responded almost 2 days after my claim submission. Does it make sense to argue on this and pressure them to accept the claim? (2) After the email reply, the reservation rate changed to $0 (in both APP and website). Did this bug happen to other people as well? I actually called both the reservation center and the hotel, and both can only find the $0 under the reservation and have no idea why this happened (seemed not a system glitch?)
Two things that I'm thinking of. (1) the agent actually responded almost 2 days after my claim submission. Does it make sense to argue on this and pressure them to accept the claim? (2) After the email reply, the reservation rate changed to $0 (in both APP and website). Did this bug happen to other people as well? I actually called both the reservation center and the hotel, and both can only find the $0 under the reservation and have no idea why this happened (seemed not a system glitch?)
Jun 11, 2019, 4:05 am
#240
Join Date: Nov 2011
Location: NYC
Programs: HH Diamond, Hyatt Globalist, Marriott Bonvoy Gold
Posts: 694
Also, I feel that some of these reps act incompetent "and can't find the rate and/or property" on the other sites. I like being on the phone, so I can guide them lol. It helps with not being rejected. So the phone claims work best for me.