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
Feb 13, 2023, 12:43 pm
#781
Join Date: Jun 2021
Posts: 113
It goes on... just had a very frustrating experience: Over the phone (giving up on online form already) -> claimed lower price found relatively quickly (thanks to the navigation given), but then the agent needed "to discuss something with the supervisor". I waited put on hold incredible 37 minutes! Thought he wasn't coming back...
In the end, however, he did come back to me and confirmed the lower rate again, but said that "... a new PMG system has been in use for some few weeks now, the agents have no corresponding button to finalize the matching and therefore he simply cannot carry out the match." But I should not worry, the price is still visible - he is confirming again - I only have to go through the online form at www. blah blah blah. Period.
I just said I don't believe that and successfully claimed over the phone just a couple of days ago. He said that some agents "still" may have the old system. Such a BS (I HOPE?!). I was about to freak out.
Have called 3 more times (HUACA) so far, but always got the same agent.
In the end, however, he did come back to me and confirmed the lower rate again, but said that "... a new PMG system has been in use for some few weeks now, the agents have no corresponding button to finalize the matching and therefore he simply cannot carry out the match." But I should not worry, the price is still visible - he is confirming again - I only have to go through the online form at www. blah blah blah. Period.
I just said I don't believe that and successfully claimed over the phone just a couple of days ago. He said that some agents "still" may have the old system. Such a BS (I HOPE?!). I was about to freak out.
Have called 3 more times (HUACA) so far, but always got the same agent.
Feb 13, 2023, 1:19 pm
#782
Join Date: Jun 2021
Posts: 113
EDIT: Getting better... just reached out a rude lady: "We don't do price match guarantees here, goodbye!"
-> ...?!
EDIT 2: Finally reached a motivated agent -> was put on hold -> he searched alone for about 30 minutes under the instructions given (even on other websites, he said). Then came back to me and said he can't find the lower rate (even the room type claimed). We went through once again together and he found out he was looking for a different period... The lower price was gone in the meantime.
He did apologize and offered 5k HH points as a compensation.
Bad luck?!
-> ...?!
EDIT 2: Finally reached a motivated agent -> was put on hold -> he searched alone for about 30 minutes under the instructions given (even on other websites, he said). Then came back to me and said he can't find the lower rate (even the room type claimed). We went through once again together and he found out he was looking for a different period... The lower price was gone in the meantime.
He did apologize and offered 5k HH points as a compensation.
Bad luck?!
Last edited by Emick; Feb 13, 2023 at 2:13 pm
Feb 15, 2023, 1:21 am
#784
Join Date: Jun 2014
Programs: Honors Diamond, Bonvoy Gold, Accor Gold, OW Emerald, SIXT Diamond
Posts: 833
Feb 15, 2023, 5:13 am
#785
Join Date: Jun 2021
Posts: 113
Yeah, tripadvisor is actually a good one. Also, sometimes: hotelscombined, trivago, trip, traveluro...
Btw. called 5 min back, and the same: Lower rate found and verified, upon short discussion - while put on hold - however finally "since recently, we do not do PMG over the phone... please fill the online form...". REALLY?! Is the second time since last Mon, and getting nervous.
If that is indeed the case, then the PMG is now dead entirely :-(
Anybody tried over the phone recently? It also may be solely the "local" team rejecting (advised to reject) on the phone and refering to the online form. I was calling the German Hilton hotline.
Btw. called 5 min back, and the same: Lower rate found and verified, upon short discussion - while put on hold - however finally "since recently, we do not do PMG over the phone... please fill the online form...". REALLY?! Is the second time since last Mon, and getting nervous.
If that is indeed the case, then the PMG is now dead entirely :-(
Anybody tried over the phone recently? It also may be solely the "local" team rejecting (advised to reject) on the phone and refering to the online form. I was calling the German Hilton hotline.
Feb 15, 2023, 4:04 pm
#786
Join Date: Jun 2021
Posts: 113
Ok, I just wrote to the PMG team directly to ask whether it's true that claiming over the phone is no longer possible (since the Diamond Desk still hasn't responded to that question I asked back on Monday).And if that's the case, why + they please should update the PMG T&C immediately (which they so annoyingly & constantly refer to without knowing them themselves, e.g. there is still a hint to take screenshots - why, I don't know since sending them screenshots actually means an immediate end of the discussion and a final rejection of the claim).
Feb 16, 2023, 9:12 am
#787
Join Date: Jun 2021
Posts: 113
Ok, I just wrote to the PMG team directly to ask whether it's true that claiming over the phone is no longer possible (since the Diamond Desk still hasn't responded to that question I asked back on Monday).And if that's the case, why + they please should update the PMG T&C immediately (which they so annoyingly & constantly refer to without knowing them themselves, e.g. there is still a hint to take screenshots - why, I don't know since sending them screenshots actually means an immediate end of the discussion and a final rejection of the claim).
"
My name is XXX and it will be my pleasure to assist you with your inquiry related to the Price Match Guarantee process via the phone. I appreciate you being a Hilton Honors member.
Hilton is indeed in the process of migrating over to a new more efficient system in our reservation centers, unfortunately processing Price Match Guarantees is not included in the initial iteration of this system. My supervisor has reached out to the office that answers the German hotline and was able to confirm that some of their agents have begun this migration, hence the reason for the varying responses and abilities from the agents you have reached.
This is by no means a permanent situation and you still have the possibility of reaching an agent that can assist you therefore our T&C’s will not be updated. The Director of Operations in that office has been alerted to the situation and is looking for a possible workaround to make the process as seamless as possible. You absolutely still have the option to utilize the online form should you be unable to reach a voice agent that can assist.
In closing, please allow me to thank you in advance for your patience with the process.
We realize that every guest has a choice when traveling and we thank you for making the Hilton family of hotels your choice. We look forward to the opportunity to serve your future travel needs.
Best regards,
XXX
Corporate Guest Relations Specialist
"
Feb 17, 2023, 11:15 am
#790
Join Date: Jun 2021
Posts: 113
An update on the current topic "PMG over the phone":
Received this:
"
I am sorry but we do not have a timeline as to when the Price Match Guarantee process will be available for all phone agents via our new system. As mentioned previously it is possible when calling you may reach an agent that has the capabilities to process your claim and approve or deny accordingly, if not then you have the alternate option to utilize the online form.
"
Does not sound any good...
...Similarly to their refusal to compensate (e.g., by some HH points) the difference of some 120 USD when the lower rate was found & verified by the agent on the phone on Monday who however ultimately could not finalize the match for the above-mentioned technical reasons / restrictions. This, to me, is another a violation of their very own PMG T&C, which they so tirelessly refer to:
"
The same accommodations must be available for booking at a qualifying lower price in the currency of the hotel when we validate your claim.
"
That their systems are not working as they should is surely not my fault / problem. So I simply cannot comprehend that refusal. But is PMG-typical...
Received this:
"
I am sorry but we do not have a timeline as to when the Price Match Guarantee process will be available for all phone agents via our new system. As mentioned previously it is possible when calling you may reach an agent that has the capabilities to process your claim and approve or deny accordingly, if not then you have the alternate option to utilize the online form.
"
Does not sound any good...
...Similarly to their refusal to compensate (e.g., by some HH points) the difference of some 120 USD when the lower rate was found & verified by the agent on the phone on Monday who however ultimately could not finalize the match for the above-mentioned technical reasons / restrictions. This, to me, is another a violation of their very own PMG T&C, which they so tirelessly refer to:
"
The same accommodations must be available for booking at a qualifying lower price in the currency of the hotel when we validate your claim.
"
That their systems are not working as they should is surely not my fault / problem. So I simply cannot comprehend that refusal. But is PMG-typical...
Feb 17, 2023, 4:26 pm
#791
Join Date: Jun 2021
Posts: 113
...to prove it :-)
1. Called the US hotline (a veeeeery sllllloooow lady): "Non-refundable rate incl. breakfast is a special package which we do not match, sorry." Aha.
2. The next did not understand the difference between Executive <> Guestroom (the lowest category), mixed up many times during the call on both sites what is and is not available and what I was claiming until I simply gave up, thanked and hung up.
1. Called the US hotline (a veeeeery sllllloooow lady): "Non-refundable rate incl. breakfast is a special package which we do not match, sorry." Aha.
2. The next did not understand the difference between Executive <> Guestroom (the lowest category), mixed up many times during the call on both sites what is and is not available and what I was claiming until I simply gave up, thanked and hung up.
Feb 20, 2023, 4:10 pm
#792
Join Date: Jun 2021
Posts: 113
Well, I guess I hate to admit but given up...Summary of the last case (started last Mon, i.e. 7 days ago):
-- Lower rate found, verified & accepted 3 times independently over the phone (on Mon on one page, Wed & Sat on another one) -> none of the 3 agent however managed to finalize the match due to the current technical restrictions.
Looking at their T&C (above all: "The same accommodations must be available for booking at a qualifying lower price in the currency of the hotel when we validate your claim."), not providing the match is actually a violation. Is not my fault their systems do not work the way they should, and the T&C do not mention anything (and will not be updated as per above) and keep suggesting to claim over the phone as one of the options. Only in it, I see another violation when the agents over the phone cannot perform the match.
(Btw. one agent wrongly claimed the price difference must be at least 5% (and it was 8% ;-)), so I referred him to the very own T&C ("We may deny a claim if the percentage difference between the price booked through the official Hilton booking channel and the qualifying lower price is 1% or less."). Just a "Hm." followed. Apparently, some "Sorry, I was wrong." would have been too much.)
-- Claimed over the online form at least 6 times in parallel -> after some wrong arguments however always a final rejection "we do not see the price".
Just adding, a friend of mine living abroad did see the same price as I did.
And now the most amazing thing: When I called on Sat to claim and barely finished the first sentence "Hello I would like to do PMG over the phone...", without mentioning my name, HH number or whatsoever, the agent absolutely annoyed nearly yelled: "YES, you are calling VERY VERY OFTEN!". I was a kind of shocked and kindly asked: "Ah... did I talk to you on the open case from last Mon?". He - even more annoyed like I REALLY bother him / them (which I apparently do
): "NO! Not with me personally but we see here everything! Not only the case from last Mon!"... hmmm...
Not sure what they can / cannot track / store (and may / may not). The agent must have recognized me by my phone number; no idea whether their system immediately displays all my credentials, history, data…
-- Lower rate found, verified & accepted 3 times independently over the phone (on Mon on one page, Wed & Sat on another one) -> none of the 3 agent however managed to finalize the match due to the current technical restrictions.
Looking at their T&C (above all: "The same accommodations must be available for booking at a qualifying lower price in the currency of the hotel when we validate your claim."), not providing the match is actually a violation. Is not my fault their systems do not work the way they should, and the T&C do not mention anything (and will not be updated as per above) and keep suggesting to claim over the phone as one of the options. Only in it, I see another violation when the agents over the phone cannot perform the match.
(Btw. one agent wrongly claimed the price difference must be at least 5% (and it was 8% ;-)), so I referred him to the very own T&C ("We may deny a claim if the percentage difference between the price booked through the official Hilton booking channel and the qualifying lower price is 1% or less."). Just a "Hm." followed. Apparently, some "Sorry, I was wrong." would have been too much.)
-- Claimed over the online form at least 6 times in parallel -> after some wrong arguments however always a final rejection "we do not see the price".
Just adding, a friend of mine living abroad did see the same price as I did.
And now the most amazing thing: When I called on Sat to claim and barely finished the first sentence "Hello I would like to do PMG over the phone...", without mentioning my name, HH number or whatsoever, the agent absolutely annoyed nearly yelled: "YES, you are calling VERY VERY OFTEN!". I was a kind of shocked and kindly asked: "Ah... did I talk to you on the open case from last Mon?". He - even more annoyed like I REALLY bother him / them (which I apparently do
): "NO! Not with me personally but we see here everything! Not only the case from last Mon!"... hmmm...Not sure what they can / cannot track / store (and may / may not). The agent must have recognized me by my phone number; no idea whether their system immediately displays all my credentials, history, data…
Feb 25, 2023, 10:11 pm
#794
Join Date: Feb 2014
Programs: Amex Plat, Hilton Diamond, SPG Gold, Carlson Gold, CM Presidential / *A Gold, Hertz 5*
Posts: 1,648
Still surprises me how much trouble people seem to have to get Hilton to price match guarantee. Did this fully over the phone just now (slightly less than 20 minutes call):
Hotel: Hampton Inn Santa Mónica
Nights: 3
Hilton Rate: $976.97 total
Trip.com Rate: $884 total
New Rate: $663 total
Everything matched (bar the price obviously). Agent processed it from start to finish. Confirmed multiple times that it was non refundable and that I could not cancel for a refund. Confirmed my CC on file and then again that it was non refundable. I confirmed it was good with me and the booking appeared in the app within 30 seconds
Hotel: Hampton Inn Santa Mónica
Nights: 3
Hilton Rate: $976.97 total
Trip.com Rate: $884 total
New Rate: $663 total
Everything matched (bar the price obviously). Agent processed it from start to finish. Confirmed multiple times that it was non refundable and that I could not cancel for a refund. Confirmed my CC on file and then again that it was non refundable. I confirmed it was good with me and the booking appeared in the app within 30 seconds