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
Nov 17, 2022, 9:32 am
#736
Join Date: Jun 2021
Posts: 113
A new bs: Lower price found on www.gosplitty.com.
Called 3 different agents. Site seems to be completely blocked by Hilton 😤 “Security reasons”
Can access without any problems on 3 devices (iPhone, iPad and PC), friends too.
Edit: Today, another agent claimed on the phone he could not access stayforlong.com and therefore could not verify the lower price.
Yesterday 2 agents hung up on me in the very last claim handling stage after they confirmed the lower rate (after I convinced them a non-cancelable rate is a non-refundable one) just when I was sharing CC details to finalize the booking. A new strategy?
This was by far the worst experience I ever had with the PMG. 1.5h wasted and pure frustration.
Called 3 different agents. Site seems to be completely blocked by Hilton 😤 “Security reasons”
Can access without any problems on 3 devices (iPhone, iPad and PC), friends too.
Edit: Today, another agent claimed on the phone he could not access stayforlong.com and therefore could not verify the lower price.
Yesterday 2 agents hung up on me in the very last claim handling stage after they confirmed the lower rate (after I convinced them a non-cancelable rate is a non-refundable one) just when I was sharing CC details to finalize the booking. A new strategy?
This was by far the worst experience I ever had with the PMG. 1.5h wasted and pure frustration.
Last edited by Emick; Nov 20, 2022 at 5:44 pm Reason: Enhanced
Nov 22, 2022, 5:13 pm
#737
Join Date: Apr 2002
Location: Atlanta Metro
Programs: DL , AC, BA, Hhonors Diamond, IH Platinum, Bonvoy Gold, Hyatt Discoverist
Posts: 2,354
Doubletree New York Times Square South
2/15-19
Lowest Hilton rate: $147 (Hhonors non-refundable)
Expedia rate: $120.40 (non-refundable)
Adjusted rate: $90.30
Well, somehow I continue to have success despite Hilton's best efforts to thwart me. I think this makes my record 15/16?
Being that this was a nonrefundable rate, I used the "pre-booking" form for the claim. I made the claim on Friday night. I heard nothing back from them until Monday morning, when I got the email about "please confirm the cancellation policy." Of course, I had described that on the form, in the same box as the rate. Heard nothing back, then tonight, 36 hours later, got the call from Hilton wanting to confirm the booking. This time they actually entered it correctly the first time. I'm just extremely fortunate that Expedia continued to publish that discount rate so long.
There were a LOT of Hilton properties with discounts on Expedia over these dates; this was just the cheapest of them.
2/15-19
Lowest Hilton rate: $147 (Hhonors non-refundable)
Expedia rate: $120.40 (non-refundable)
Adjusted rate: $90.30
Well, somehow I continue to have success despite Hilton's best efforts to thwart me. I think this makes my record 15/16?
Being that this was a nonrefundable rate, I used the "pre-booking" form for the claim. I made the claim on Friday night. I heard nothing back from them until Monday morning, when I got the email about "please confirm the cancellation policy." Of course, I had described that on the form, in the same box as the rate. Heard nothing back, then tonight, 36 hours later, got the call from Hilton wanting to confirm the booking. This time they actually entered it correctly the first time. I'm just extremely fortunate that Expedia continued to publish that discount rate so long.
There were a LOT of Hilton properties with discounts on Expedia over these dates; this was just the cheapest of them.
Nov 23, 2022, 9:24 am
#739
Join Date: Sep 2002
Location: NOVA
Programs: IHG Rewards Platinum, Marriott Gold, Hilton Diamond, UA/DL/AA Back of the plane...
Posts: 4,612
Doubletree New York Times Square South
2/15-19
Lowest Hilton rate: $147 (Hhonors non-refundable)
Expedia rate: $120.40 (non-refundable)
Adjusted rate: $90.30
Well, somehow I continue to have success despite Hilton's best efforts to thwart me. I think this makes my record 15/16?
Being that this was a nonrefundable rate, I used the "pre-booking" form for the claim. I made the claim on Friday night. I heard nothing back from them until Monday morning, when I got the email about "please confirm the cancellation policy." Of course, I had described that on the form, in the same box as the rate. Heard nothing back, then tonight, 36 hours later, got the call from Hilton wanting to confirm the booking. This time they actually entered it correctly the first time. I'm just extremely fortunate that Expedia continued to publish that discount rate so long.
There were a LOT of Hilton properties with discounts on Expedia over these dates; this was just the cheapest of them.
2/15-19
Lowest Hilton rate: $147 (Hhonors non-refundable)
Expedia rate: $120.40 (non-refundable)
Adjusted rate: $90.30
Well, somehow I continue to have success despite Hilton's best efforts to thwart me. I think this makes my record 15/16?
Being that this was a nonrefundable rate, I used the "pre-booking" form for the claim. I made the claim on Friday night. I heard nothing back from them until Monday morning, when I got the email about "please confirm the cancellation policy." Of course, I had described that on the form, in the same box as the rate. Heard nothing back, then tonight, 36 hours later, got the call from Hilton wanting to confirm the booking. This time they actually entered it correctly the first time. I'm just extremely fortunate that Expedia continued to publish that discount rate so long.
There were a LOT of Hilton properties with discounts on Expedia over these dates; this was just the cheapest of them.
I have had luck calling and getting these non-refundable rates booked via the diamond desk. That being said it was well over a year ago.
Nov 28, 2022, 3:29 pm
#740
Join Date: Apr 2002
Location: Atlanta Metro
Programs: DL , AC, BA, Hhonors Diamond, IH Platinum, Bonvoy Gold, Hyatt Discoverist
Posts: 2,354
Hampton Inn Mobile I-65
1/2-4
2 Queen beds
Lowest Hilton rate: $108 (Hhonors non-refundable)
Expedia rate: $89.20 (non-refundable)
Adjusted rate: $66.90
Another one that shows how disorganized and inconsistent this Hilton program is.
I submitted this claim on Tuesday, 11/22 using the "in-advance" form. I received no response until Friday, 11/25. The email approved my claim, but actually at a LOWER rate than I had noted on the form. It was $92 on Tuesday; I guess Expedia lowered the price at some point. This time, the agent said in the email that she could just book the room using the card in my Hilton.com profile. I approved that, and responded immediately. No response all weekend. Then today, I first get an email from another agent who says that the first agent was mistaken, and they must speak to me on the phone, and that she'd left me a voicemail. I needed to give a two-hour window to call back, etc., just like before. Then a few minutes after THAT, I got a confirmation of the reservation, followed by an email from the original agent saying she'd booked it per my instructions.
Honestly, this seems like a better way to handle it if you ask me. Then the agent has a record in writing that the customer has approved the booking. I think that's better than doing it over the phone.
1/2-4
2 Queen beds
Lowest Hilton rate: $108 (Hhonors non-refundable)
Expedia rate: $89.20 (non-refundable)
Adjusted rate: $66.90
Another one that shows how disorganized and inconsistent this Hilton program is.
I submitted this claim on Tuesday, 11/22 using the "in-advance" form. I received no response until Friday, 11/25. The email approved my claim, but actually at a LOWER rate than I had noted on the form. It was $92 on Tuesday; I guess Expedia lowered the price at some point. This time, the agent said in the email that she could just book the room using the card in my Hilton.com profile. I approved that, and responded immediately. No response all weekend. Then today, I first get an email from another agent who says that the first agent was mistaken, and they must speak to me on the phone, and that she'd left me a voicemail. I needed to give a two-hour window to call back, etc., just like before. Then a few minutes after THAT, I got a confirmation of the reservation, followed by an email from the original agent saying she'd booked it per my instructions.
Honestly, this seems like a better way to handle it if you ask me. Then the agent has a record in writing that the customer has approved the booking. I think that's better than doing it over the phone.
Jan 3, 2023, 2:59 pm
#742
Join Date: Jun 2021
Posts: 113
Ehrm... another extremely frustrating experience, all in just one day :-( I think the PMG quality (or agent motivation, if you like) is only getting worse.
I was also advised that the PMG T&C were recently adjusted - it actually does say "These terms apply to claims submitted on or after January 4, 2022.", but I don't notice any (significant) difference. That even the currency must also be identical that was already before, correct (though implemented recently)?
1.Claim
A semi-flex rate incl. breakfast claimed found on stayforlong. Agent 1: "...Hilton is also not offering a semiflex booking option that includes breakfast." which was incorrect. Screenshots from their (!) website sent.
Agent 2: "...Thank you for the additional details. I apologize for the confusion; I reviewed the available Hilton Honors rates and the Honors Semi-Flex for this property does include breakfast however the other reason for denial still stood."
The "reason" was of course: no lower rate found. Claim was not followed any further by PMG because "as per the Price Match Guarantee terms & conditions approvals are only made based on rates we are independently able to verify."
Well, at least someone apologized for the mistake. Of course, after this back and forth, the lower rate was gone...
2. Claim
A non-refundable rate claimed found on agoda.
Attempt 1: After 4 full days (!), Agent 1 (UNFORTUNATELY well known to me by name because, having always rejected due absurd reasons in the past): "...I show Agoda was not offering a non-refundable rate in comparison to Hilton advance purchase" which was wrong.Screenshots as proof with step-by-step instructions sent. Rejected by Agent 2: "approvals will be based on the rate we are able to verify at the time the claim is processed, you can access this information under “Approving your claim” at PMG Overview & Terms."
Attempt 2: Claimed again, now with hints (the step-by-step instructions) in the comment field in the online claim form. Agent: "The tax in the 3rd party website does not match the tax rate for the hotel and therefore we look at the total rate which is higher than the Hilton rate." which was incorrect. And they will not follow the claim any further. I disagreed and sent screenshots.
Then, the same agent: "I apologies as the line “The tax in the 3rd party website does not match the tax rate for the hotel and therefore we look at the total rate which is higher than the Hilton rate.” in my email is not correct. It should be "the previous agent did not find a room with the same booking terms in the 3rd party website". Please note also I advised we could not offer further review per Price Match policy."
Anyway, an apology. One does notice, however, that only generic answers ("reasons") are being sent out nearly like "it doesn't matter, point is to reject in the first instance".
Attempt 3: Claimed identically again.
Agent: "The lowest rate validated on the third- party site which includes breakfast and is non-refundable was XXX per night before tax" - incorrect, it DOES include taxes & fees as clearly indicated! Described and sent screenshot -> rejected because "Please know that while we appreciate you providing additional details on your claims, per the Price Match Guarantee terms & conditions approvals are only made based on rates we are independently able to verify."
In addition, in the last step, the case numbers of the two claims were mixed up - so that the chaos gets even better...
At this point, a "normal" person – being ultra frustrated – would have given up. Just attempting for the 4th time now...
Over the phone: no chance. Reason is that the lower rates found (also by the agents on the phone
) on the 3rd party page are displayed only in the Final Rate incl. Taxes & Fees form (but do clearly indicate how much it is in %, and both taxes and fees of both claims are identical with Hilton). Apparently, one just cannot challenge the agents on the phone mathematically (to deduct the 12% tax from Final Rate to get Base Rate which they require)…
I was also advised that the PMG T&C were recently adjusted - it actually does say "These terms apply to claims submitted on or after January 4, 2022.", but I don't notice any (significant) difference. That even the currency must also be identical that was already before, correct (though implemented recently)?
1.Claim
A semi-flex rate incl. breakfast claimed found on stayforlong. Agent 1: "...Hilton is also not offering a semiflex booking option that includes breakfast." which was incorrect. Screenshots from their (!) website sent.
Agent 2: "...Thank you for the additional details. I apologize for the confusion; I reviewed the available Hilton Honors rates and the Honors Semi-Flex for this property does include breakfast however the other reason for denial still stood."
The "reason" was of course: no lower rate found. Claim was not followed any further by PMG because "as per the Price Match Guarantee terms & conditions approvals are only made based on rates we are independently able to verify."
Well, at least someone apologized for the mistake. Of course, after this back and forth, the lower rate was gone...
2. Claim
A non-refundable rate claimed found on agoda.
Attempt 1: After 4 full days (!), Agent 1 (UNFORTUNATELY well known to me by name because, having always rejected due absurd reasons in the past): "...I show Agoda was not offering a non-refundable rate in comparison to Hilton advance purchase" which was wrong.Screenshots as proof with step-by-step instructions sent. Rejected by Agent 2: "approvals will be based on the rate we are able to verify at the time the claim is processed, you can access this information under “Approving your claim” at PMG Overview & Terms."
Attempt 2: Claimed again, now with hints (the step-by-step instructions) in the comment field in the online claim form. Agent: "The tax in the 3rd party website does not match the tax rate for the hotel and therefore we look at the total rate which is higher than the Hilton rate." which was incorrect. And they will not follow the claim any further. I disagreed and sent screenshots.
Then, the same agent: "I apologies as the line “The tax in the 3rd party website does not match the tax rate for the hotel and therefore we look at the total rate which is higher than the Hilton rate.” in my email is not correct. It should be "the previous agent did not find a room with the same booking terms in the 3rd party website". Please note also I advised we could not offer further review per Price Match policy."
Anyway, an apology. One does notice, however, that only generic answers ("reasons") are being sent out nearly like "it doesn't matter, point is to reject in the first instance".
Attempt 3: Claimed identically again.
Agent: "The lowest rate validated on the third- party site which includes breakfast and is non-refundable was XXX per night before tax" - incorrect, it DOES include taxes & fees as clearly indicated! Described and sent screenshot -> rejected because "Please know that while we appreciate you providing additional details on your claims, per the Price Match Guarantee terms & conditions approvals are only made based on rates we are independently able to verify."
In addition, in the last step, the case numbers of the two claims were mixed up - so that the chaos gets even better...
At this point, a "normal" person – being ultra frustrated – would have given up. Just attempting for the 4th time now...
Over the phone: no chance. Reason is that the lower rates found (also by the agents on the phone
) on the 3rd party page are displayed only in the Final Rate incl. Taxes & Fees form (but do clearly indicate how much it is in %, and both taxes and fees of both claims are identical with Hilton). Apparently, one just cannot challenge the agents on the phone mathematically (to deduct the 12% tax from Final Rate to get Base Rate which they require)…
Last edited by Emick; Jan 3, 2023 at 3:51 pm
Jan 3, 2023, 5:11 pm
#743
Join Date: Feb 2014
Programs: Amex Plat, Hilton Diamond, SPG Gold, Carlson Gold, CM Presidential / *A Gold, Hertz 5*
Posts: 1,648
Ehrm... another extremely frustrating experience, all in just one day :-( I think the PMG quality (or agent motivation, if you like) is only getting worse.
...
Over the phone: no chance. Reason is that the lower rates found (also by the agents on the phone) on the 3rd party page are displayed only in the Final Rate incl. Taxes & Fees form (but do clearly indicate how much it is in %, and both taxes and fees of both claims are identical with Hilton). Apparently, one just cannot challenge the agents on the phone mathematically (to deduct the 12% tax from Final Rate to get Base Rate which they require)…]
...
Over the phone: no chance. Reason is that the lower rates found (also by the agents on the phone
) on the 3rd party page are displayed only in the Final Rate incl. Taxes & Fees form (but do clearly indicate how much it is in %, and both taxes and fees of both claims are identical with Hilton). Apparently, one just cannot challenge the agents on the phone mathematically (to deduct the 12% tax from Final Rate to get Base Rate which they require)…]I was also advised that the PMG T&C were recently adjusted - it actually does say "]These terms apply to claims submitted on or after January 4, 2022.", but I don't notice any (significant) difference. That even the currency must also be identical that was already before, correct (though implemented recently)?
Jan 3, 2023, 5:20 pm
#744
Join Date: Jun 2021
Posts: 113
And here we go… the result of my 4th attempt:
„
Thank you for providing the exact steps you took to locate the rate on Agoda of XXX. I followed your steps exactly and I was able to locate that exact rate you noted and that you would like to book, but I was unable to locate a corresponding Hilton offer with the exact terms. Your Agoda rate is nonrefundable (as noted on your claim form). Hilton is not offering a nonrefundable option to match. The Hilton offer that offers a prepayment and breakfast with your rate is not nonrefundable. Our Hilton offer allows for cancellation on September XX, 2023 at which time your deposit would be returned (not nonrefundable). Since there is not an offer on Hilton matching the reservation offer you requested in regard to the offers on Agoda, the claim cannot be approved.
To be clear, I followed all the steps on your claim and found the exact offer you requested. We are denying the claim as there is not a corresponding Hilton offer with the same booking terms.
While I was unable to approve your claim, I want you to know that we appreciate your loyalty as a Diamond Hilton Honors member. Please let us know if we can be of further assistance.
“
I do not need to add that Hilton does have a non-refundable rate.
My feedback:
”
Hi XXX,
Thanks.
Sorry but this is slowly impossible. This is the 6th mistake within 1 claim. Each time, I receive an absurd reason to decline.
Happy, however, you could now find the rate claimed and could confirm. This is essential.
Naturally, another reason to decline at the very same time: Of course Hilton does offer a non-refundable rate based on the same T&C. Is called “Stay Longer and Save with Breakfast”.
Please review your own page again and screenshots from the Hilton app attached.
I also kindly request to explain all the mistakes being done. I do appreciate all your effort but it is simply unbelievable.
Thanks,
”
„
Thank you for providing the exact steps you took to locate the rate on Agoda of XXX. I followed your steps exactly and I was able to locate that exact rate you noted and that you would like to book, but I was unable to locate a corresponding Hilton offer with the exact terms. Your Agoda rate is nonrefundable (as noted on your claim form). Hilton is not offering a nonrefundable option to match. The Hilton offer that offers a prepayment and breakfast with your rate is not nonrefundable. Our Hilton offer allows for cancellation on September XX, 2023 at which time your deposit would be returned (not nonrefundable). Since there is not an offer on Hilton matching the reservation offer you requested in regard to the offers on Agoda, the claim cannot be approved.
To be clear, I followed all the steps on your claim and found the exact offer you requested. We are denying the claim as there is not a corresponding Hilton offer with the same booking terms.
While I was unable to approve your claim, I want you to know that we appreciate your loyalty as a Diamond Hilton Honors member. Please let us know if we can be of further assistance.
“
I do not need to add that Hilton does have a non-refundable rate.
My feedback:
”
Hi XXX,
Thanks.
Sorry but this is slowly impossible. This is the 6th mistake within 1 claim. Each time, I receive an absurd reason to decline.
Happy, however, you could now find the rate claimed and could confirm. This is essential.
Naturally, another reason to decline at the very same time: Of course Hilton does offer a non-refundable rate based on the same T&C. Is called “Stay Longer and Save with Breakfast”.
Please review your own page again and screenshots from the Hilton app attached.
I also kindly request to explain all the mistakes being done. I do appreciate all your effort but it is simply unbelievable.
Thanks,
”
Jan 4, 2023, 12:25 pm
#745
Join Date: Jun 2021
Posts: 113
Update:
So they DO DARE to even take back the previous confirmation by last agent to HAVE FOUND & VERIFIED the lower rate claimed but wrongly (!) rejected claiming that there is no such Hilton rate to compare with, as per above. As per above, I shared the screenshots from the Hilton app to show her that Hilton does offer exactly the same T&C (non-refundable & incl. breakfast), and look what I just got:
"
I took the liberty of reviewing the rates available on agoda.com using the instructions provided by you in your claim. After careful review, I was unable to approve your claim because a qualifying lower rate could not be independently validated for the same accommodation and terms on agoda.com.
"
So I wrote them that there is nothing to review and as per attachment, the previous agent has found the lower rate but wrongly rejected (and added again the screenshot from Hilton app) ->
"
Thank you for your feedback.
Please know that while we appreciate you providing additional details on your claims, per the Price Match Guarantee terms & conditions approvals are only made based on rates we are independently able to verify.
"
I think this is nearly illegal already...
UPDATE: Ok, few more emails exchanged, a summary:
1. Agent A has seen, confirmed and verified the lower rate claimed (naturally, I have a writen confirmation incl. all details) BUT rejected using an argument which was confirmed wrong in the very next step
2. Agent B has confirmed the argument given by A was wrong (Hilton DOES have a rate based on the same T&C) but refuses to accept the claim
-> FINAL result:
"
Hello XXX,
This is YYYY. I apologize for any inconvenience or misunderstandings.
Please know that we are not able to approve your claim.
Thank you for your interest in our Price Match Guarantee.
Best regards,
ZZZ
Corporate Guest Relations Specialist
"
So they DO DARE to even take back the previous confirmation by last agent to HAVE FOUND & VERIFIED the lower rate claimed but wrongly (!) rejected claiming that there is no such Hilton rate to compare with, as per above. As per above, I shared the screenshots from the Hilton app to show her that Hilton does offer exactly the same T&C (non-refundable & incl. breakfast), and look what I just got:
"
I took the liberty of reviewing the rates available on agoda.com using the instructions provided by you in your claim. After careful review, I was unable to approve your claim because a qualifying lower rate could not be independently validated for the same accommodation and terms on agoda.com.
"
So I wrote them that there is nothing to review and as per attachment, the previous agent has found the lower rate but wrongly rejected (and added again the screenshot from Hilton app) ->
"
Thank you for your feedback.
Please know that while we appreciate you providing additional details on your claims, per the Price Match Guarantee terms & conditions approvals are only made based on rates we are independently able to verify.
"
I think this is nearly illegal already...
UPDATE: Ok, few more emails exchanged, a summary:
1. Agent A has seen, confirmed and verified the lower rate claimed (naturally, I have a writen confirmation incl. all details) BUT rejected using an argument which was confirmed wrong in the very next step
2. Agent B has confirmed the argument given by A was wrong (Hilton DOES have a rate based on the same T&C) but refuses to accept the claim
-> FINAL result:
"
Hello XXX,
This is YYYY. I apologize for any inconvenience or misunderstandings.
Please know that we are not able to approve your claim.
Thank you for your interest in our Price Match Guarantee.
Best regards,
ZZZ
Corporate Guest Relations Specialist
"
Last edited by Emick; Jan 4, 2023 at 2:24 pm Reason: Update
Jan 9, 2023, 10:39 am
#746
Join Date: Jul 2018
Location: London
Programs: BA GGL
Posts: 172
Doubletree Breckenridge
Suprised and delighted to get a claim approved without challenge through email. Prepaid non-refundable rate
Hilton.com 7 night pre tax $2,574 cost
Agoda.com via Trivago.co.uk $2,444
Cost after BPG $1,833
Hilton.com 7 night pre tax $2,574 cost
Agoda.com via Trivago.co.uk $2,444
Cost after BPG $1,833
Jan 11, 2023, 1:16 am
#747
Join Date: Jul 2018
Location: London
Programs: BA GGL
Posts: 172
Well for one minute I was in love again with the Hilton Brand and my Diamonds status. Well I missed the call to actually book the agreed prepaid rate and indicated instead of risking a follow up call I would go ahead and book the headline prepaid rate on Hilton.com and requesting that rate to be adjusted to the agreed BRG rate. I got no response other than a subsequent note that a second call to me had been missed therefore the offer lapsed! Knowing the dysfunctional way this group works out if an abundance of caution I raised a fresh BRG since the cheaper rate was still there but the next agent apparently cannot find it. Obviously I will pursue but an illustration of how badly this process is managed....
Jan 11, 2023, 7:27 am
#748
Join Date: Jun 2021
Posts: 113
Well for one minute I was in love again with the Hilton Brand and my Diamonds status. Well I missed the call to actually book the agreed prepaid rate and indicated instead of risking a follow up call I would go ahead and book the headline prepaid rate on Hilton.com and requesting that rate to be adjusted to the agreed BRG rate. I got no response other than a subsequent note that a second call to me had been missed therefore the offer lapsed! Knowing the dysfunctional way this group works out if an abundance of caution I raised a fresh BRG since the cheaper rate was still there but the next agent apparently cannot find it. Obviously I will pursue but an illustration of how badly this process is managed....
Reminds me of my last case as per above: Agent (after x rounds) FINALLY accepted (admitted to see) the lower rate claimed but rejected due to “reason A”, with A having been confirmed wrong by the next agent who however claimed not to see the rate.
Jan 12, 2023, 3:26 pm
#749
Join Date: Sep 2017
Posts: 106
I posted to this thread pre-pandemic on my first successful BRG, and am happy to come back with my second successful BRG. Both times ended up making the reservation during the same phone call. This time the rate was non-refundable pre-paid. After reading this thread and seeing issues that folks had with this type of rate, the form, and call-backs I opted to just call-in and have it all done in one go. Phone call lasted 25 minutes, some of that time was early on waiting for an agent. Would recommend the phone route for non-refundable/pre-paid reservations.
Pre-tax nightly rate
Hilton Rate - $113/night
Expedia Rate - $102.52/night
BRG rate - $76.89/night
After taxes ended up saving roughly $85 over 2 nights.
Pre-tax nightly rate
Hilton Rate - $113/night
Expedia Rate - $102.52/night
BRG rate - $76.89/night
After taxes ended up saving roughly $85 over 2 nights.
Jan 17, 2023, 11:01 pm
#750
Join Date: Jun 2021
Posts: 109
Been doing pretty well with these. Had a couple last year and here's the first of this year:
Hilton San Luis Potosi
Hilton rate: 116/night
Expedia rate: 106.28/night
BRG rate: 79.71/night
9 night stay, it adds up! saves ~350 or so I think
All my successful ones have been with expedia so far. Also, this was my 2nd attempt as while I was waiting on the first attempt, the room sold out! It was the last one of it's type so I tried again with a different room type and was successful. It's really nice to have an upgraded room on work trips.
Hilton San Luis Potosi
Hilton rate: 116/night
Expedia rate: 106.28/night
BRG rate: 79.71/night
9 night stay, it adds up! saves ~350 or so I think
All my successful ones have been with expedia so far. Also, this was my 2nd attempt as while I was waiting on the first attempt, the room sold out! It was the last one of it's type so I tried again with a different room type and was successful. It's really nice to have an upgraded room on work trips.