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
Mar 22, 2021, 3:01 pm
#466
FlyerTalk Evangelist
Join Date: Aug 2011
Location: Barcelona, London, on a plane
Programs: BA Silver, TK E+, AA PP, Hyatt Globalist, Marriott LT Plat, Hilton Diamond
Posts: 13,026
Calling Hilton also sometimes gets you to a less experienced agent who will accept more claims that make logical (but not T&C) sense.
Mar 24, 2021, 11:26 am
#467
Join Date: Sep 2002
Location: NOVA
Programs: IHG Rewards Platinum, Marriott Gold, Hilton Diamond, UA/DL/AA Back of the plane...
Posts: 4,604
Was looking for a hotel for a trip I need to take this weekend and found a potential price match guarantee. I have always made the reservation and then filled out the form but today tried calling reservations for the first time to try to have them just make the reservation for me, My call was automatically connected to the diamond desk who found the rate and adjusted accordingly. Very happy camper here!
Apr 2, 2021, 9:11 pm
#468
Join Date: Apr 2002
Location: Atlanta Metro
Programs: DL , AC, BA, Hhonors Diamond, IH Platinum, Bonvoy Gold, Hyatt Discoverist
Posts: 2,347
This has been a successful strategy for me more than once. Wear them down before they wear you down.
Apr 17, 2021, 12:15 pm
#469
Join Date: Dec 2014
Posts: 200
Doing the BRG merry-go-round and currently on hold for 40 minutes.
I'm 90% confident that often times these reps will just keep you on hold for ages to try and get you to hang up. I actually think from my experience it's better to just hang up and call again after 20 minutes of getting jerked around, but this is my first call so whatever.
Anyways, I'm curious if these phone reps would get penalized in any way for doing this? Aren't they supposed to clear a certain number of calls? Isn't it kind of a red flag if they sat on hold for an hour while taking a coffee break? I've had my suspicions that Hilton encourages them to make it difficult to do BRGs so I guess they might have an official method of identifying that they were spending all that time on hold to deny BRGs.
I'm 90% confident that often times these reps will just keep you on hold for ages to try and get you to hang up. I actually think from my experience it's better to just hang up and call again after 20 minutes of getting jerked around, but this is my first call so whatever.
Anyways, I'm curious if these phone reps would get penalized in any way for doing this? Aren't they supposed to clear a certain number of calls? Isn't it kind of a red flag if they sat on hold for an hour while taking a coffee break? I've had my suspicions that Hilton encourages them to make it difficult to do BRGs so I guess they might have an official method of identifying that they were spending all that time on hold to deny BRGs.
Apr 18, 2021, 11:29 am
#470
Join Date: Sep 2002
Location: NOVA
Programs: IHG Rewards Platinum, Marriott Gold, Hilton Diamond, UA/DL/AA Back of the plane...
Posts: 4,604
I have had very good luck on my last two requests for a price match. The first one I called before I made a reservation and the agent booked it for me with no problem. The second I made the reservation and submitted the request form. I had a positive response followed by a updated confirmation in less than 30 minutes.
Apr 19, 2021, 6:25 pm
#471
Join Date: Sep 2003
Location: MSP
Programs: DL PlatMM, BA and Alaska Emerald, HHonors DIA, Accor, Marriott Titanium, IHG Plat Amb, UA Silver, AA
Posts: 4,511
Hilton Madison Monona Terrace hotel for last Friday. It was Thursday AM when I booked.
Hilton.com price: $116+ taxes
Orbitz, Expedia, Hotels.com and many more were $99+ tax for same room.
First did an online one and was rejected because it was "same day or previous day" to check in. Please call, it said.
When I called the agent refused because "This claim was already rejected" -- then got her to look anyway and she agreed, but her system was "down" and so she was waiting. 35 minutes on hold and then.... click, dial tone.
Second call: I said I'd found it on Orbitz. She replied, "You know Orbitz doesn't even sell the rooms, some other agent does so they aren't accepted"-- I then said, "How about Expedia, Hotels.com, etc etc etc. and got her to look. She agreed and found the rate and changed the reservation.
Total time: 1 hour 5 minutes. Final price $74+ tax, total $85 instead of the originally booked $133.
PS-- best hotel stay I've had during Covid-- especially as a Diamond! Got a slight upgrade to lake view, and the gym and pool were open (with reservations easily made). Best of all was that, instead of the restaurant being totally closed, they only do Room Service breakfast, and Diamonds get a $18x2 credit per day for Room Service breakfast on weekends. Very nice food and well presented. Totally good experience, especially for $74!
Hilton.com price: $116+ taxes
Orbitz, Expedia, Hotels.com and many more were $99+ tax for same room.
First did an online one and was rejected because it was "same day or previous day" to check in. Please call, it said.
When I called the agent refused because "This claim was already rejected" -- then got her to look anyway and she agreed, but her system was "down" and so she was waiting. 35 minutes on hold and then.... click, dial tone.
Second call: I said I'd found it on Orbitz. She replied, "You know Orbitz doesn't even sell the rooms, some other agent does so they aren't accepted"-- I then said, "How about Expedia, Hotels.com, etc etc etc. and got her to look. She agreed and found the rate and changed the reservation.
Total time: 1 hour 5 minutes. Final price $74+ tax, total $85 instead of the originally booked $133.
PS-- best hotel stay I've had during Covid-- especially as a Diamond! Got a slight upgrade to lake view, and the gym and pool were open (with reservations easily made). Best of all was that, instead of the restaurant being totally closed, they only do Room Service breakfast, and Diamonds get a $18x2 credit per day for Room Service breakfast on weekends. Very nice food and well presented. Totally good experience, especially for $74!
Apr 22, 2021, 3:26 pm
#472
Join Date: Dec 2011
Location: BRS
Programs: BA Gold, Hilton Diamond
Posts: 4,982
My 4th successful BRG of the year!
As per usual they claimed to not be able to find the rate, I then sent screenshot evidence and without further argument they processed the BRG! I was nearly bowled over. Usually requires several attempts whereby a different hoop is erected to jump through. Pleasantly surprised.
As per usual they claimed to not be able to find the rate, I then sent screenshot evidence and without further argument they processed the BRG! I was nearly bowled over. Usually requires several attempts whereby a different hoop is erected to jump through. Pleasantly surprised.
Apr 23, 2021, 4:57 pm
#473
Join Date: Apr 2002
Location: Atlanta Metro
Programs: DL , AC, BA, Hhonors Diamond, IH Platinum, Bonvoy Gold, Hyatt Discoverist
Posts: 2,347
I tried my first one since the shutdown. I found a rate of $70 on Priceline for a Tru in Dallas that was $76 through Hilton. But it was one of PL's "short time only" rates, and by the time Hilton checked it, they couldn't find it anymore. I couldn't either, at that point. I had a screenshot, but didn't bother to argue.
May 4, 2021, 1:32 pm
#474
Join Date: May 2004
Location: SJO/MGA
Programs: bits of shiny plastic w/ varied utility
Posts: 383
Pathetic AND useless
On the rare occasions I've used the PMG program, I've been satisfied: quick responses and approvals. Something has changed.
I'm currently in an extended email exchange over a claim. Short version:
Sigh. Oh how deeply I miss the days of Adam Burke!
I'm currently in an extended email exchange over a claim. Short version:
- claim denied - send screenshot
- claim denied for mismatched room type (it's not) - push back
- claim denied for being "mobile rate" - push back T&Cs are silent about "mobile rates"
- claim denied for being "logged in to 3rd party site and using 'member' rate" - I'm not and it's not
- claim denied for screenshots not showing "final booking page" - of course they do!
Sigh. Oh how deeply I miss the days of Adam Burke!
May 4, 2021, 3:57 pm
#475
Join Date: Dec 2011
Location: BRS
Programs: BA Gold, Hilton Diamond
Posts: 4,982
On the rare occasions I've used the PMG program, I've been satisfied: quick responses and approvals. Something has changed.
I'm currently in an extended email exchange over a claim. Short version:
Sigh. Oh how deeply I miss the days of Adam Burke!
I'm currently in an extended email exchange over a claim. Short version:
- claim denied - send screenshot
- claim denied for mismatched room type (it's not) - push back
- claim denied for being "mobile rate" - push back T&Cs are silent about "mobile rates"
- claim denied for being "logged in to 3rd party site and using 'member' rate" - I'm not and it's not
- claim denied for screenshots not showing "final booking page" - of course they do!
Sigh. Oh how deeply I miss the days of Adam Burke!
Sometimes it's just luck of the agent!
May 5, 2021, 8:30 am
#476
Join Date: May 2021
Posts: 2
Does anyone know if you are required to show a frontline worker ID when checking in with a frontline discount?
After a 1.5 hour attempt to price match a Priceline hotel (long story short, they both had the same nightly rate but Priceline had a ~5% tax rate and Hilton had a ~15% tax rate for some reason, leading to a pretty big difference in check out price, and the rep was going in circles trying to understand tax laws and we both couldn't figure it out), the rep said he could not price match but he could apply a different discount code if I booked through the phone with him. I said yes and he booked it for me, and I have not thought much about it. But I just noticed my reservation says something like "thank you for being a frontline worker". I looked at their frontline thank you website, and saw it says Proper ID checked upon arrival, which I do not have (I am not a frontline worker).
I am now thinking that maybe the rep was getting annoyed with me and just wanted me to book something or get off the phone, so he manually applied the frontline discount code to my order to get me to book it. But if I need to show a frontline ID at the check in, will I get turned away or will the rep at the desk be able to see my call history or notes for my booking? Any help here or if someone has been through the same situation, advice would be much appreciated!
After a 1.5 hour attempt to price match a Priceline hotel (long story short, they both had the same nightly rate but Priceline had a ~5% tax rate and Hilton had a ~15% tax rate for some reason, leading to a pretty big difference in check out price, and the rep was going in circles trying to understand tax laws and we both couldn't figure it out), the rep said he could not price match but he could apply a different discount code if I booked through the phone with him. I said yes and he booked it for me, and I have not thought much about it. But I just noticed my reservation says something like "thank you for being a frontline worker". I looked at their frontline thank you website, and saw it says Proper ID checked upon arrival, which I do not have (I am not a frontline worker).
I am now thinking that maybe the rep was getting annoyed with me and just wanted me to book something or get off the phone, so he manually applied the frontline discount code to my order to get me to book it. But if I need to show a frontline ID at the check in, will I get turned away or will the rep at the desk be able to see my call history or notes for my booking? Any help here or if someone has been through the same situation, advice would be much appreciated!
May 5, 2021, 9:02 am
#477
Join Date: Dec 2011
Location: BRS
Programs: BA Gold, Hilton Diamond
Posts: 4,982
Does anyone know if you are required to show a frontline worker ID when checking in with a frontline discount?
After a 1.5 hour attempt to price match a Priceline hotel (long story short, they both had the same nightly rate but Priceline had a ~5% tax rate and Hilton had a ~15% tax rate for some reason, leading to a pretty big difference in check out price, and the rep was going in circles trying to understand tax laws and we both couldn't figure it out), the rep said he could not price match but he could apply a different discount code if I booked through the phone with him. I said yes and he booked it for me, and I have not thought much about it. But I just noticed my reservation says something like "thank you for being a frontline worker". I looked at their frontline thank you website, and saw it says Proper ID checked upon arrival, which I do not have (I am not a frontline worker).
I am now thinking that maybe the rep was getting annoyed with me and just wanted me to book something or get off the phone, so he manually applied the frontline discount code to my order to get me to book it. But if I need to show a frontline ID at the check in, will I get turned away or will the rep at the desk be able to see my call history or notes for my booking? Any help here or if someone has been through the same situation, advice would be much appreciated!
After a 1.5 hour attempt to price match a Priceline hotel (long story short, they both had the same nightly rate but Priceline had a ~5% tax rate and Hilton had a ~15% tax rate for some reason, leading to a pretty big difference in check out price, and the rep was going in circles trying to understand tax laws and we both couldn't figure it out), the rep said he could not price match but he could apply a different discount code if I booked through the phone with him. I said yes and he booked it for me, and I have not thought much about it. But I just noticed my reservation says something like "thank you for being a frontline worker". I looked at their frontline thank you website, and saw it says Proper ID checked upon arrival, which I do not have (I am not a frontline worker).
I am now thinking that maybe the rep was getting annoyed with me and just wanted me to book something or get off the phone, so he manually applied the frontline discount code to my order to get me to book it. But if I need to show a frontline ID at the check in, will I get turned away or will the rep at the desk be able to see my call history or notes for my booking? Any help here or if someone has been through the same situation, advice would be much appreciated!
May 10, 2021, 8:58 am
#479
Join Date: Dec 2011
Location: BRS
Programs: BA Gold, Hilton Diamond
Posts: 4,982
May 10, 2021, 9:47 am
#480
Join Date: May 2004
Location: SJO/MGA
Programs: bits of shiny plastic w/ varied utility
Posts: 383
