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 19, 2019, 9:50 pm
#106
Join Date: Oct 2014
Location: TX, USA
Programs: Bonvoy Plat, Hilton Diamond, IHG SA
Posts: 140
Mar 20, 2019, 3:04 am
#107
Join Date: Feb 2012
Programs: HH Dia, IHG Dia Amb, MB Ti, WoH G, OWE
Posts: 270
In my case, I sent twitter about my concern and tagged along HiltonHonors. The Social Media Specialist will back to you to DM them with booking & PMG claim details. They will check with respective dept and review my claim immediately afterward. Total response time in Twitter: 1.5hrs. Total processing time: 3hrs. The fastest I get PMG approved within an hour previously.
Mar 24, 2019, 1:42 pm
#108
Join Date: Mar 2019
Posts: 4
I found a lower price on Agoda, linked from a TripAdvisor search. I called, and I first asked the Hilton rep to confirm the lowest rate available (I was afraid that she would magically find the lower rate direct from Hilton after I told her the third party rate). Instead, she gave me an even higher rate for the room than the one I found on Hilton’s web site.
Next, I told her the Agoda rate and then she claimed that she couldn’t find the rate on the Agoda site. I started a new browser session, again found the rate and then gave her the exact steps I followed to find it. She continued to claim she couldn’t find the rate and said that the best Agoda rate was the same as the one I had found on the Hilton web site.
I said, “OK, well that rate is still much less than the rate you gave me so processs the guarantee with those rates”. Instead, she now “forgot” about the rate she had quoted me and claimed that the lowest Hilton rate matched the Agoda rate.
I went back to trying to help her to find the better rate I had gotten on Agoda but she kept insisting she couldn’t find it. I finally just booked the rate on Agoda. It was a prepaid rate (as was the Hilton rate), so now I knew I was stuck since I didn’t book through Hilton.
So, not only is the guarantee completely bogus, Hilton is prepared to screw you over four different ways:
1. Give you a higher rate than their own lowest rate when you call them and ask for their lowest rate.
2. Deny a “Price Match Guarantee” claim by saying that they “Can’t find that rate” when you present them with a lower third-party rate.
3. Deny a “Price Match Guarantee” claim by lowering the rate they gave you in step 1. to now match their lowest rate while continuing to claiming they can’t find the even lower third party rate that you found.
4. If you then choose to book the third party rate, which is the only way to actually prove that the rate is available, they will deny the “Price Match Guarantee” claim because you didn’t make the reservation with them.
Tl;dr – Total scam – don’t book directly with Hilton unless you want to get screwed.
Next, I told her the Agoda rate and then she claimed that she couldn’t find the rate on the Agoda site. I started a new browser session, again found the rate and then gave her the exact steps I followed to find it. She continued to claim she couldn’t find the rate and said that the best Agoda rate was the same as the one I had found on the Hilton web site.
I said, “OK, well that rate is still much less than the rate you gave me so processs the guarantee with those rates”. Instead, she now “forgot” about the rate she had quoted me and claimed that the lowest Hilton rate matched the Agoda rate.
I went back to trying to help her to find the better rate I had gotten on Agoda but she kept insisting she couldn’t find it. I finally just booked the rate on Agoda. It was a prepaid rate (as was the Hilton rate), so now I knew I was stuck since I didn’t book through Hilton.
So, not only is the guarantee completely bogus, Hilton is prepared to screw you over four different ways:
1. Give you a higher rate than their own lowest rate when you call them and ask for their lowest rate.
2. Deny a “Price Match Guarantee” claim by saying that they “Can’t find that rate” when you present them with a lower third-party rate.
3. Deny a “Price Match Guarantee” claim by lowering the rate they gave you in step 1. to now match their lowest rate while continuing to claiming they can’t find the even lower third party rate that you found.
4. If you then choose to book the third party rate, which is the only way to actually prove that the rate is available, they will deny the “Price Match Guarantee” claim because you didn’t make the reservation with them.
Tl;dr – Total scam – don’t book directly with Hilton unless you want to get screwed.
Mar 24, 2019, 2:25 pm
#109
Join Date: Dec 2009
Location: New York, NY
Programs: AA Gold. UA Silver, Marriott Gold, Hilton Diamond, Hyatt (Lifetime Diamond downgraded to Explorist)
Posts: 6,776
Was the higher Hilton rate the rep gave you the not Hilton Honors rate?
Did you offer to share a screenshot which is timestamped with the agent?
Did you offer to share a screenshot which is timestamped with the agent?
I found a lower price on Agoda, linked from a TripAdvisor search. I called, and I first asked the Hilton rep to confirm the lowest rate available (I was afraid that she would magically find the lower rate direct from Hilton after I told her the third party rate). Instead, she gave me an even higher rate for the room than the one I found on Hilton’s web site.
Next, I told her the Agoda rate and then she claimed that she couldn’t find the rate on the Agoda site. I started a new browser session, again found the rate and then gave her the exact steps I followed to find it. She continued to claim she couldn’t find the rate and said that the best Agoda rate was the same as the one I had found on the Hilton web site.
I said, “OK, well that rate is still much less than the rate you gave me so processs the guarantee with those rates”. Instead, she now “forgot” about the rate she had quoted me and claimed that the lowest Hilton rate matched the Agoda rate.
I went back to trying to help her to find the better rate I had gotten on Agoda but she kept insisting she couldn’t find it. I finally just booked the rate on Agoda. It was a prepaid rate (as was the Hilton rate), so now I knew I was stuck since I didn’t book through Hilton.
So, not only is the guarantee completely bogus, Hilton is prepared to screw you over four different ways:
1. Give you a higher rate than their own lowest rate when you call them and ask for their lowest rate.
2. Deny a “Price Match Guarantee” claim by saying that they “Can’t find that rate” when you present them with a lower third-party rate.
3. Deny a “Price Match Guarantee” claim by lowering the rate they gave you in step 1. to now match their lowest rate while continuing to claiming they can’t find the even lower third party rate that you found.
4. If you then choose to book the third party rate, which is the only way to actually prove that the rate is available, they will deny the “Price Match Guarantee” claim because you didn’t make the reservation with them.
Tl;dr – Total scam – don’t book directly with Hilton unless you want to get screwed.
Next, I told her the Agoda rate and then she claimed that she couldn’t find the rate on the Agoda site. I started a new browser session, again found the rate and then gave her the exact steps I followed to find it. She continued to claim she couldn’t find the rate and said that the best Agoda rate was the same as the one I had found on the Hilton web site.
I said, “OK, well that rate is still much less than the rate you gave me so processs the guarantee with those rates”. Instead, she now “forgot” about the rate she had quoted me and claimed that the lowest Hilton rate matched the Agoda rate.
I went back to trying to help her to find the better rate I had gotten on Agoda but she kept insisting she couldn’t find it. I finally just booked the rate on Agoda. It was a prepaid rate (as was the Hilton rate), so now I knew I was stuck since I didn’t book through Hilton.
So, not only is the guarantee completely bogus, Hilton is prepared to screw you over four different ways:
1. Give you a higher rate than their own lowest rate when you call them and ask for their lowest rate.
2. Deny a “Price Match Guarantee” claim by saying that they “Can’t find that rate” when you present them with a lower third-party rate.
3. Deny a “Price Match Guarantee” claim by lowering the rate they gave you in step 1. to now match their lowest rate while continuing to claiming they can’t find the even lower third party rate that you found.
4. If you then choose to book the third party rate, which is the only way to actually prove that the rate is available, they will deny the “Price Match Guarantee” claim because you didn’t make the reservation with them.
Tl;dr – Total scam – don’t book directly with Hilton unless you want to get screwed.
Mar 24, 2019, 3:32 pm
#110
Join Date: Mar 2019
Posts: 4
Yes, I offered to provide screenshots but she said that wouldn't matter since she was on the Agoda site herself and the lowest rate she saw was $91. I started a new browser session and again found the $83 rate and told her the exact steps I took to get there. I even offered to use TeamViewer so she could see my screen and/or I could help navigate hers. Of course, she didn't know anything about TeamViewer so that didn't go anywhere.
I'll also add that I asked to speak to a supervisor but she said no one was available (it was after normal US business hours). I also asked to get a copy of our conversation since she confirmed that it was being recorded. She said she didn't know how to do that but said I could call back later and someone could access the recording. I got her name and 5 digit ID number. (in another strange twist her last name was Jordan - yes, like "Michael Jordan" she said - though she was clearly from the Philippines) and ended the call. Later, when I called back I spoke to a supervisor in Texas. This person said that there was no way for them to access recordings. She was not quite as pleasant as the first rep and would give me neither her last name nor her ID number but confirmed that there was no way they would honor their guarantee since I had booked through Agoda.
Mar 24, 2019, 3:59 pm
#111
Join Date: Dec 2009
Location: New York, NY
Programs: AA Gold. UA Silver, Marriott Gold, Hilton Diamond, Hyatt (Lifetime Diamond downgraded to Explorist)
Posts: 6,776
You had a .... experience which mirrors many others. That said, the moment you booked with Agoda they're not longer matching a price as you're no longer booking with them.I doubt you're going to purchase another set of rooms just to get the bonus discount. The frustration you experienced sent you to Agoda but if you do decide to try this again take the time to push back during the main held desk hours.
Mar 24, 2019, 10:01 pm
#112
Join Date: Mar 2019
Posts: 4
No, I found the price on Agoda first, when I was still choosing a hotel. I went to Hilton's site after that, since I generally try to book directly with vendors. That's where I saw their "price match guarantee" being promoted (front and center - "BEST PRICE. BEST PERKS.").
I knew that, since I had read all the details (the devil being in them, as they say). This is where Hilton is being doubly deceptive. They try to get you to pass up a better deal in the belief that they will "make it right" later. If you do that, you have no recourse when they later claim "they can't find the price you found" or "the details are different". Time has passed and it may not be possible to find the exact same deal again. Without the "guarantee", you would just choose the better deal. But, instead, you are tempted to pay more, thinking Hilton will play fair.
I knew that, since I had read all the details (the devil being in them, as they say). This is where Hilton is being doubly deceptive. They try to get you to pass up a better deal in the belief that they will "make it right" later. If you do that, you have no recourse when they later claim "they can't find the price you found" or "the details are different". Time has passed and it may not be possible to find the exact same deal again. Without the "guarantee", you would just choose the better deal. But, instead, you are tempted to pay more, thinking Hilton will play fair.
Mar 24, 2019, 10:56 pm
#113
Join Date: Jan 2016
Posts: 610
Your issue was that you clicked through from TripAdvisor to Agoda, and that was the only way to get the price. Starting a fresh browser didn't help since a cookie was left. You should have tried going with a different browser, preferably in incognito. I've witnessed this across all the board, but Agoda is notorious for having different rates for clicking through vs direct search. Heck, I've had Agoda tell me they didn't even offer a hotel without clicking through...
Mar 24, 2019, 11:02 pm
#114
Join Date: Dec 2009
Location: New York, NY
Programs: AA Gold. UA Silver, Marriott Gold, Hilton Diamond, Hyatt (Lifetime Diamond downgraded to Explorist)
Posts: 6,776
I meant that the frustration with Hilton led you to booking with them not to search.
If this had gone down during the standard help desk hours I feel this could have potentially gone a different way. Hilton definitely doesn't make ti easy and one has to cajole, manipulate and even get assertive with them to make it happen. I just did one and it was resolved in about 15 minutes. Initially they tried to deny it but then I pushed politely back and it was approved.
If this had gone down during the standard help desk hours I feel this could have potentially gone a different way. Hilton definitely doesn't make ti easy and one has to cajole, manipulate and even get assertive with them to make it happen. I just did one and it was resolved in about 15 minutes. Initially they tried to deny it but then I pushed politely back and it was approved.
No, I found the price on Agoda first, when I was still choosing a hotel. I went to Hilton's site after that, since I generally try to book directly with vendors. That's where I saw their "price match guarantee" being promoted (front and center - "BEST PRICE. BEST PERKS.").
I knew that, since I had read all the details (the devil being in them, as they say). This is where Hilton is being doubly deceptive. They try to get you to pass up a better deal in the belief that they will "make it right" later. If you do that, you have no recourse when they later claim "they can't find the price you found" or "the details are different". Time has passed and it may not be possible to find the exact same deal again. Without the "guarantee", you would just choose the better deal. But, instead, you are tempted to pay more, thinking Hilton will play fair.
I knew that, since I had read all the details (the devil being in them, as they say). This is where Hilton is being doubly deceptive. They try to get you to pass up a better deal in the belief that they will "make it right" later. If you do that, you have no recourse when they later claim "they can't find the price you found" or "the details are different". Time has passed and it may not be possible to find the exact same deal again. Without the "guarantee", you would just choose the better deal. But, instead, you are tempted to pay more, thinking Hilton will play fair.
Mar 24, 2019, 11:56 pm
#115
Join Date: Apr 2002
Location: Atlanta Metro
Programs: DL , AC, BA, Hhonors Diamond, IH Platinum, Bonvoy Gold, Hyatt Discoverist
Posts: 2,354
Your issue was that you clicked through from TripAdvisor to Agoda, and that was the only way to get the price. Starting a fresh browser didn't help since a cookie was left. You should have tried going with a different browser, preferably in incognito. I've witnessed this across all the board, but Agoda is notorious for having different rates for clicking through vs direct search. Heck, I've had Agoda tell me they didn't even offer a hotel without clicking through...
I have a similar issue with Priceline rates. Even though I formally log out of my Priceline account, I still get wild discount rates that say, "Thank you for renting a car with Priceline." I have to go to another browser where I've never logged into Priceline before in order to see the "normal" rates. So it's not always Hilton's fault. They've actually honored a couple of those odd Priceline discounts before when I've sent them screenshots (and when the rate didn't have an obvious tag on it).
Mar 25, 2019, 9:17 am
#116
Join Date: Mar 2007
Posts: 208
Success!!!
In hope this post will help others here's how it went.
1. Conrad Tokyo found lowest rate on Hilton site for A King City view room...
2. Went on hotelscombined.com checked rates for the same exact room found one for about $250 cheaper total. (make sure if you use hotels combined.com to click at the top of the listed prices to include all taxes and fees so you get an accurate lowest price offered)
3. Clicked through the link all the way to the booking page for the lowest price I found to make sure price stayed the same or was lower than the one on the Hilton site...
4. ***IMPORTNT*** did not book it because it was non refundable and would lock me into that price. Once you lock into another sites price you're stuck with it....
5. Called Hilton with the bottom line prices from their site and from the one I found with a lower price. Kept both on my computer so I could reference them when asked.
5. Gave info to the first rep who seemed a little slow on the uptake just looking it up so I kindly said thanks I'll call back later...(in other words politely HUCA)
6. Called back got a rep who had her morning coffee and was easily able to find and understand what I was saying.
7. Rep put me on hold for a while explained they must take screenshots and have their system do the adjusted pricing which takes a bit of time (put phone speaker for the multi minute wait)
8. Rep emailed me a res confirmation while I was on the phone with her and could see it online... (Rep gets A+ for service)
9. In all it saved me about $1,000.00.....SUCCESS!!!!
10. Hope this helps someone out...good luck
In hope this post will help others here's how it went.
1. Conrad Tokyo found lowest rate on Hilton site for A King City view room...
2. Went on hotelscombined.com checked rates for the same exact room found one for about $250 cheaper total. (make sure if you use hotels combined.com to click at the top of the listed prices to include all taxes and fees so you get an accurate lowest price offered)
3. Clicked through the link all the way to the booking page for the lowest price I found to make sure price stayed the same or was lower than the one on the Hilton site...
4. ***IMPORTNT*** did not book it because it was non refundable and would lock me into that price. Once you lock into another sites price you're stuck with it....
5. Called Hilton with the bottom line prices from their site and from the one I found with a lower price. Kept both on my computer so I could reference them when asked.
5. Gave info to the first rep who seemed a little slow on the uptake just looking it up so I kindly said thanks I'll call back later...(in other words politely HUCA)
6. Called back got a rep who had her morning coffee and was easily able to find and understand what I was saying.
7. Rep put me on hold for a while explained they must take screenshots and have their system do the adjusted pricing which takes a bit of time (put phone speaker for the multi minute wait)
8. Rep emailed me a res confirmation while I was on the phone with her and could see it online... (Rep gets A+ for service)
9. In all it saved me about $1,000.00.....SUCCESS!!!!
10. Hope this helps someone out...good luck
Last edited by wordsew; Mar 25, 2019 at 12:51 pm
Mar 25, 2019, 3:22 pm
#117
Join Date: Dec 2010
Location: LHR
Programs: Accor PLT,Thai Silver, HH Dia, SPG Titanium (LT Gold), Aegean Gold, BA Silver
Posts: 5,119
So on the phone to reservations and they state the booking site which I want to use is not on their list !! what list? So escalate to a supervisor and they leave you on hold. How disappointing.
Mar 25, 2019, 10:29 pm
#118
Join Date: Apr 2002
Location: Atlanta Metro
Programs: DL , AC, BA, Hhonors Diamond, IH Platinum, Bonvoy Gold, Hyatt Discoverist
Posts: 2,354
Yeah, that's complete B.S. I see nothing in their terms and conditions about "approved sites" or anything like that. We need to start calling them out on this. It's one thing to say, "Sorry, this website doesn't offer immediate confirmation;" it's totally another to say, "This website isn't on our list," when there is NO publicly available list for you to consult, nor any written indication than any website is arbitrarily excluded.
Mar 26, 2019, 1:55 pm
#119
Join Date: Dec 2010
Location: LHR
Programs: Accor PLT,Thai Silver, HH Dia, SPG Titanium (LT Gold), Aegean Gold, BA Silver
Posts: 5,119
I did then escalated and managed a resolution. My first question was what terms does it not meet then they asked for the name of the website again. After I put the poor Guy (Filipino) over the barrel he hung up on me so called back asked to talk to a supervisor in the USA . Told her and she actually agreed that there was issues.
Mar 27, 2019, 8:49 am
#120
Join Date: May 2018
Location: SW Florida
Programs: HH Diamond, BW Diamond, Bonvoy, Choice, IHG
Posts: 227
Brg success orlando
Hilton Garden Inn Near Universal International Drive
Hilton Rate: $224.00
Hotelsforeveryone rate: $114.00
Adjusted Rate: $85.29
The claim was originally sent on Saturday night at 6:30 p.m. I received an email that they got the claim immediately. They denied the claim after 38 hours saying that they could not find the price. I pointed out that the claim was reviewed over 24 hours later and attached screen shots of the lower rate. I was approved a few hours later.
Hilton Rate: $224.00
Hotelsforeveryone rate: $114.00
Adjusted Rate: $85.29
The claim was originally sent on Saturday night at 6:30 p.m. I received an email that they got the claim immediately. They denied the claim after 38 hours saying that they could not find the price. I pointed out that the claim was reviewed over 24 hours later and attached screen shots of the lower rate. I was approved a few hours later.