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Hilton Best Rate Guarantee or BRG

Hilton Best Rate Guarantee or BRG

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Old Mar 12, 19, 3:44 pm   -   Wikipost
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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


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 hotelsí 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:
Originally Posted by HonorsRepresentative View Post
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 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
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Old Feb 1, 19, 3:34 pm
  #676  
 
Join Date: Sep 2008
Location: LAX, MMH
Programs: MMH MVP Charter Member, UA 1K MM
Posts: 293
This is completely a joke, Hilton will not pricematch to a rate that is MORE favorable:

Hilton rate: 23100 JPY -- Prepaid, non-refundable, including breakfast
Japanican rate: 15920 JPY -- Prepaid, refundable, including breakfast

Hilton refusing to pricematch because the lower rate is refundable.
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Old Feb 2, 19, 2:33 am
  #677  
 
Join Date: May 2018
Location: Rome, IT
Programs: Marriott Gold, Skyteam Elite Plus, StarAlliance Silver
Posts: 29
Originally Posted by sammybk View Post
This is completely a joke, Hilton will not pricematch to a rate that is MORE favorable:

Hilton rate: 23100 JPY -- Prepaid, non-refundable, including breakfast
Japanican rate: 15920 JPY -- Prepaid, refundable, including breakfast

Hilton refusing to pricematch because the lower rate is refundable.
Can I ask which hotel? I will be in Japan soon
Anyway I think the problem is that if you book the refundable one, they would say that they don't match because it's a prepaid.
Honestly I hope no one will stay in Hilton's, for sure I will not without the 25% off.
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Old Feb 2, 19, 5:09 pm
  #678  
 
Join Date: Sep 2015
Posts: 65
I was just denied because the site was "ineligible"

Hotel: Tropicana Las Vegas Doubletree
Dates: March 16-18th
Hilton Rate: $132/Night
Prestigia.com Rate: $87.60/Night

All I got for my troubles was a message in the e-mail saying that prestigia.com is ineligible. No explanation on why it was ineligible. From what I could tell the terms of the rate were the same. I will be canceling my Hilton reservation if they don't match the rate.
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Old Feb 3, 19, 2:27 am
  #679  
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Originally Posted by sammybk View Post
This is completely a joke, Hilton will not pricematch to a rate that is MORE favorable:

Hilton rate: 23100 JPY -- Prepaid, non-refundable, including breakfast
Japanican rate: 15920 JPY -- Prepaid, refundable, including breakfast

Hilton refusing to pricematch because the lower rate is refundable.
That is not right. If you escalate it should be approved. I have had claims approved in the past for pre-paid rates on hilton.com matched with more favorable flexible rates on a third party website.
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Old Feb 3, 19, 8:14 am
  #680  
 
Join Date: Sep 2008
Location: LAX, MMH
Programs: MMH MVP Charter Member, UA 1K MM
Posts: 293
Originally Posted by asia15 View Post
Can I ask which hotel? I will be in Japan soon
Anyway I think the problem is that if you book the refundable one, they would say that they don't match because it's a prepaid.
Honestly I hope no one will stay in Hilton's, for sure I will not without the 25% off.
This was for the Hilton Tokyo Odaiba. Japanican has some great rates.
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Old Feb 3, 19, 5:47 pm
  #681  
 
Join Date: Jun 2009
Posts: 241
Agoda

Can anyone tell me if you can compare prices via app prices on agoda app you used to be but not sure if its changed.
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Old Feb 4, 19, 1:48 am
  #682  
 
Join Date: Oct 2009
Posts: 278
I gave up trying Hilton's so called BRG. Instead i went directly to the hotel and they price matched albeit without the extra 25% on top.

Hilton seriously needs to stop advertising such rubbish if its not worth the paper its written on.
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Old Feb 4, 19, 7:32 am
  #683  
 
Join Date: Sep 2002
Location: NOVA
Programs: Priority Club Platinum, Starwood Gold, Marriott Gold, UA/DL/AA Back of the plane...
Posts: 1,523
Originally Posted by fwfdan View Post
Odd result for me today... booked the hotel, put in the claim and about an hour later my reservation matched the exact pre-tax total of the competing site but no email and no 25% adjustment

Is it possible that it is in process and it is two steps, first match the price and then apply the discount and somehow I am stuck in the middle of the process?

Took awhile but they finally emailed me and asked for more info... in the meantime the cancel on the competing site went from 2 days (same as Hilton) to 3 days, but the matched it anyhow since they already had matched the lower rate without applying the 25% discount... and I think the reason they had problems was the site had LOWER prices than the one I referenced but it had a 3 MONTH cancel policy....

So got a $112 room matched to $53.75 for 7 nights!
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Old Feb 5, 19, 6:19 pm
  #684  
 
Join Date: Sep 2015
Posts: 65
Update to my issue above-

They sent an e-mail denying the price match saying that prestigia.com was "inelligible" for the price match program.

I respond asking what made them an inelligible site.

They responded saying that their terms did not match Hilton's.

I had enough with the games so was ready to cancel my reservation. I responded "OK, thank you. I will cancel my reservation." Literally my response was just those 8 words.

Today I got an e-mail saying that there was a mistake and prestigia IS ellibible and they are matching the rate plus the 25% discount.

Bravo for Hilton for following through on their promise of matching the rate. Kind of silly to have to play a game to get the match though.
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Old Feb 6, 19, 2:02 am
  #685  
 
Join Date: May 2018
Location: Rome, IT
Programs: Marriott Gold, Skyteam Elite Plus, StarAlliance Silver
Posts: 29
Originally Posted by wallyboag View Post
I had enough with the games so was ready to cancel my reservation. I responded "OK, thank you. I will cancel my reservation." Literally my response was just those 8 words.
Today I got an e-mail saying that there was a mistake and prestigia IS ellibible and they are matching the rate plus the 25% discount.
Ahahahah
Honestly I'm pretty sure that when you claim with your HHonors on your reservation or in the claim, they will reject more easy because they know you need that reservation to have points and benefits.
I spoke several times with agents in US and in Europe. They rejected my claim every times, always with stupid reasons.
Yesterday the agent said to me "ok, let's see why the rate is lower... because it's not possible so there is something wrong". like "its not possible so you are wrong".
Anyway, yesterday evening I called again (around 10-15th call). This time when the agent started with their pathetic comedy I said "ok look, if you cannot give me the 25% off, I will book on the 3rd part... it's cheaper and I don't have to pay currency exchange, so it's like 50-60 euro of difference". I waited 20 minutes at phone and.... boom, 25% off approved.
I think always more they are really dis-honest people
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Old Feb 6, 19, 1:38 pm
  #686  
 
Join Date: Dec 2010
Location: LHR
Programs: Accor PLT,Thai Silver, HH Dia, SPG PLT (LT Gold), TK Gold, M&M S, BA Silver, Hyatt Dia
Posts: 4,268
Did they really appreciate your loyalty ?

Last edited by ExpatSomchai; Feb 10, 19 at 1:32 pm
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Old Feb 6, 19, 1:54 pm
  #687  
 
Join Date: May 2018
Location: Rome, IT
Programs: Marriott Gold, Skyteam Elite Plus, StarAlliance Silver
Posts: 29
Originally Posted by wallyboag View Post
Update to my issue above-

They sent an e-mail denying the price match saying that prestigia.com was "inelligible" for the price match program.

I respond asking what made them an inelligible site.

They responded saying that their terms did not match Hilton's.

I had enough with the games so was ready to cancel my reservation. I responded "OK, thank you. I will cancel my reservation." Literally my response was just those 8 words.

Today I got an e-mail saying that there was a mistake and prestigia IS ellibible and they are matching the rate plus the 25% discount.

Bravo for Hilton for following through on their promise of matching the rate. Kind of silly to have to play a game to get the match though.
Since you wrote this, I sent a claim for a lower price on Prestigia. It was 130$ for 2 night against 400$.
First they said that Prestigia is not elegibile since there is no immediate confirmation.
At this point I wrote that its written on website that all reservations are with immediate confirmation. I also written that I will change hotel if they still deny the claim
So they reply that on Prestigia I have to pay now also if it's a refundable rate and on Hilton's I pay at check out, so it's not the same.
I cancelled of course, they will never have my money. Last year with Hilton, then go back to Marriott, at least they are honest and serious, not this offensive joke
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Old Feb 10, 19, 10:54 am
  #688  
 
Join Date: Apr 2002
Location: Atlanta Metro
Programs: DL Gold Medallion, AA, UA, BA
Posts: 1,027
Embassy Suites New Orleans Conv. Ctr
8/29-9/2
Hilton.com: $119 (long weekender rate)
Priceline.com: $111.11
Final rate: $83.33

No problem whatsoever. It did take overnight this time, instead of getting a response in under an hour.

An advisory about using Priceline rates for this purpose: if you use Priceline regularly and have a profile, you'll get cookies on your computer that will bring up special rates even without your being logged into your Priceline profile. That's why sometimes Hilton will respond with "we can't find this rate." Now, you can still get them to honor it, by using screenshots, but you'll have to argue with them. Make sure your screenshots do NOT show you logged into your account (it'll say "Hello, Suzy Q" up at the top of the Priceline page). The Hilton team will see that and tell you it's not a publicly available rate. You'll also see notes by some rates saying, "Thank you for booking a rental car [or whatever] with Priceline." This is a clue that those cookies are affecting the rate. In this present case, I went to the trouble of finding another browser that had no cookies and looking up the Priceline rates there. This Embassy Suites had the same low rate; many other properties did not. Thus, the PMG people were able to find it and approve my claim easily. But if you find a fantastic deal, it might be worth trying to use the "special" Priceline rate to make a claim. I'm pretty sure that a couple of mine were based on this--in both cases I had to submit screenshots and argue. But I try to find the "accessible" rate first.

I'm now 5 for 5 on these PMG claims, all using Priceline.

Last edited by hotturnip; Feb 10, 19 at 10:59 am Reason: Clarify a point
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Old Feb 10, 19, 11:04 am
  #689  
 
Join Date: Apr 2002
Location: Atlanta Metro
Programs: DL Gold Medallion, AA, UA, BA
Posts: 1,027
Originally Posted by br733 View Post
Glad to report a success as follows:

Hotel: Hilton San Francisco Union Square
Dates: March 25-29, 2019
Room type: 2 Double beds
Original hilton.com rate: USD294 plus taxes prepaid
Competing rate: USD270 plus taxes
Actual confirmed rate: USD202.50 plus taxes prepaid

Phoned it in since this was a prepaid rate.
Do you mean by this that you were able to get Hilton match the price BEFORE you actually booked and paid for the room? I haven't heard of this happening before--can you explain further? Did you just call them up and have them look up the rates for themselves on both sites?
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Old Feb 10, 19, 3:43 pm
  #690  
 
Join Date: Mar 2011
Location: Vancouver
Programs: Marriott Gold, SPG Gold, Hyatt Explorist
Posts: 35
I'm so frustrated right now. I've found lower rates on Priceline.com and Booking.com -- cancellable until 4 days before arrival. Hilton's has cancellable rates 3 days and 5 days before arrival. Both of those rates (and all of Hilton's rates) are higher than Priceline.com and Booking.com rates, and Hilton refuses to give the additional 25% off. I've never had this much trouble from Marriott or Hyatt. Is there any way around this with Hilton?

Yes, I understand the terms aren't exactly the same, but this really goes against the spirit of the policy. Why bother having a best rate guarantee if there's no common sense that can be applied?
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