[ARCHIVE to 2018] Hilton Best Rate Guarantee or BRG
Jul 28, 2017, 3:59 am
#2371
Join Date: Nov 2014
Location: London
Programs: BAEC Silver, HH Diamond, Radisson Gold, IHG Gold, Marriott Gold, Shangri La Jade
Posts: 264
Hi,
I just got a claim denied. I found a cheaper rate on www.amoma.com - a site which normally is accepted.
BRG: I have reviewed your reservation and the lower rate was found through a non-compliant website which issues a voucher to be presented to the hotel at check in.
Thats new to me. Any ideas?
It is very frustrating indeed.
I just got a claim denied. I found a cheaper rate on www.amoma.com - a site which normally is accepted.
BRG: I have reviewed your reservation and the lower rate was found through a non-compliant website which issues a voucher to be presented to the hotel at check in.
Thats new to me. Any ideas?
It is very frustrating indeed.
Jul 28, 2017, 4:11 am
#2372
Join Date: Jul 2009
Location: TXL
Programs: LH FTL, TK Gold, AZ Gold, CC Concierge, HH Diamond
Posts: 39
Jul 28, 2017, 4:22 am
#2373
Join Date: Nov 2014
Location: London
Programs: BAEC Silver, HH Diamond, Radisson Gold, IHG Gold, Marriott Gold, Shangri La Jade
Posts: 264
Jul 28, 2017, 5:18 am
#2374
Join Date: Jul 2013
Posts: 812
The so-called 'blacklist' should be understood in its proper context.
On 18 November 2014 (see post #1261 of the archived thread), the HHonorsRepresentative set out a list of 15 third-party websites that were 'no longer authorized to distribute our hotels’ static rates'.
However, a month later, 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'.
Further, there is no reference to a 'blacklist' of 'unauthorized' websites in the Terms and Conditions of the Hilton Best Price Guarantee (last updated on 20 September 2016): http://hiltonworldwide3.hilton.com/e.../overview.html
For this reason, the 'blacklist' of 15 third-party websites from November 2014 is no longer in force. The HonorsRepresentative has reassured us that lower rates from any third-party website (including Amoma) will qualify for the Best Price Guarantee as long as they meet the terms and conditions which can be found at http://hiltonworldwide3.hilton.com/e.../overview.html.
On 18 November 2014 (see post #1261 of the archived thread), the HHonorsRepresentative set out a list of 15 third-party websites that were 'no longer authorized to distribute our hotels’ static rates'.
However, a month later, 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.
Further, there is no reference to a 'blacklist' of 'unauthorized' websites in the Terms and Conditions of the Hilton Best Price Guarantee (last updated on 20 September 2016): http://hiltonworldwide3.hilton.com/e.../overview.html
For this reason, the 'blacklist' of 15 third-party websites from November 2014 is no longer in force. The HonorsRepresentative has reassured us that lower rates from any third-party website (including Amoma) will qualify for the Best Price Guarantee as long as they meet the terms and conditions which can be found at http://hiltonworldwide3.hilton.com/e.../overview.html.
Jul 28, 2017, 7:25 am
#2375
Join Date: Jul 2009
Location: TXL
Programs: LH FTL, TK Gold, AZ Gold, CC Concierge, HH Diamond
Posts: 39
The so-called 'blacklist' should be understood in its proper context.
On 18 November 2014 (see post #1261 of the archived thread), the HHonorsRepresentative set out a list of 15 third-party websites that were 'no longer authorized to distribute our hotels’ static rates'.
However, a month later, 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'.
Further, there is no reference to a 'blacklist' of 'unauthorized' websites in the Terms and Conditions of the Hilton Best Price Guarantee (last updated on 20 September 2016): http://hiltonworldwide3.hilton.com/e.../overview.html
For this reason, the 'blacklist' of 15 third-party websites from November 2014 is no longer in force. The HonorsRepresentative has reassured us that lower rates from any third-party website (including Amoma) will qualify for the Best Price Guarantee as long as they meet the terms and conditions which can be found at http://hiltonworldwide3.hilton.com/e.../overview.html.
On 18 November 2014 (see post #1261 of the archived thread), the HHonorsRepresentative set out a list of 15 third-party websites that were 'no longer authorized to distribute our hotels’ static rates'.
However, a month later, 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'.
Further, there is no reference to a 'blacklist' of 'unauthorized' websites in the Terms and Conditions of the Hilton Best Price Guarantee (last updated on 20 September 2016): http://hiltonworldwide3.hilton.com/e.../overview.html
For this reason, the 'blacklist' of 15 third-party websites from November 2014 is no longer in force. The HonorsRepresentative has reassured us that lower rates from any third-party website (including Amoma) will qualify for the Best Price Guarantee as long as they meet the terms and conditions which can be found at http://hiltonworldwide3.hilton.com/e.../overview.html.
Very good point indeed. Thats what I had in mind. However the BRG Team said:
"I have reviewed your reservation and the lower rate was found through a non-compliant website which issues a voucher to be presented to the hotel at check in."
Sound like BS to me, but maybe I am wrong?
Jul 28, 2017, 7:29 am
#2376
Join Date: Aug 2014
Location: Antwerpen - Belgium
Programs: HHonors Diamond, Melia Silver, NH silver, H10 Class
Posts: 658
Very good point indeed. Thats what I had in mind. However the BRG Team said:
"I have reviewed your reservation and the lower rate was found through a non-compliant website which issues a voucher to be presented to the hotel at check in."
Sound like BS to me, but maybe I am wrong?
"I have reviewed your reservation and the lower rate was found through a non-compliant website which issues a voucher to be presented to the hotel at check in."
Sound like BS to me, but maybe I am wrong?
Your claim shouldn't be rejected because of this reason.
Aug 1, 2017, 1:09 pm
#2377
Join Date: Oct 2004
Location: SVG
Posts: 1,172
Thank you for submitting a ‘Best Price Guarantee’ claim for your upcoming reservation at the Hilton Addis Ababa. I have taken the liberty to review your reservation, as well as, the rate available on agoda.com
I was able to confirm that a lower rate of 214.60 USD per night (before tax) was available through the site.
I have lowered the rate on your reservation to match the rate found in addition to another reduction of 25% off the room rate for each night of your stay.
The current new rate per night after the adjustment is 160.95 USD before applicable local charges. A new email of confirmation has been sent to you.
I was able to confirm that a lower rate of 214.60 USD per night (before tax) was available through the site.
I have lowered the rate on your reservation to match the rate found in addition to another reduction of 25% off the room rate for each night of your stay.
The current new rate per night after the adjustment is 160.95 USD before applicable local charges. A new email of confirmation has been sent to you.
Aug 1, 2017, 2:21 pm
#2378
Join Date: Dec 2013
Programs: Marriott Plat, IHG Plat, Hilton Diamond, UA Silver
Posts: 2
Filed BRG for Hampton Inn- Addison, TX on Saturday, July 29th. Received no reply and called 48hrs later on Monday. CSR said that it was still in processing and it was "extremely rare" for processing to exceed 24 hours. 24 hours later, still no reply, called on Tuesday, 8/1, 72 hours after filing. Representative put me on hold for twenty minutes, came back, and said that claim would be denied because the room I booked on the Hilton website, "Standard King with Walk In Shower" was not the same as the room offered at a lower price on Priceline, "Standard King." I said, "I've stayed at this property before and all of the standard rooms have walk in showers." She said, "It must match the room type exactly." I said, "The room type is a Standard King, they match." She said, "No sir, it must match the bath and all other amenities as well."
Worst BRG in the industry. Why bother offering a BRG if they're just going to sit on the reservation for days and days and then deny it on the type of bathroom that is in ALL standard rooms. It even says "walk in shower" in the room description on Priceline. Awful way to treat folks (I spend 100+ business-paid nights a year at Hilton Properties). Garbage BRG.
Worst BRG in the industry. Why bother offering a BRG if they're just going to sit on the reservation for days and days and then deny it on the type of bathroom that is in ALL standard rooms. It even says "walk in shower" in the room description on Priceline. Awful way to treat folks (I spend 100+ business-paid nights a year at Hilton Properties). Garbage BRG.
Aug 2, 2017, 1:42 am
#2379
Join Date: Jul 2015
Posts: 82
Any idea what's the estimated wait time now?
Aug 2, 2017, 10:45 pm
#2381
Join Date: Jul 2013
Posts: 812
Filed BRG for Hampton Inn- Addison, TX on Saturday, July 29th. Received no reply and called 48hrs later on Monday. CSR said that it was still in processing and it was "extremely rare" for processing to exceed 24 hours. 24 hours later, still no reply, called on Tuesday, 8/1, 72 hours after filing. Representative put me on hold for twenty minutes, came back, and said that claim would be denied because the room I booked on the Hilton website, "Standard King with Walk In Shower" was not the same as the room offered at a lower price on Priceline, "Standard King." I said, "I've stayed at this property before and all of the standard rooms have walk in showers." She said, "It must match the room type exactly." I said, "The room type is a Standard King, they match." She said, "No sir, it must match the bath and all other amenities as well."
Worst BRG in the industry. Why bother offering a BRG if they're just going to sit on the reservation for days and days and then deny it on the type of bathroom that is in ALL standard rooms. It even says "walk in shower" in the room description on Priceline. Awful way to treat folks (I spend 100+ business-paid nights a year at Hilton Properties). Garbage BRG.
Worst BRG in the industry. Why bother offering a BRG if they're just going to sit on the reservation for days and days and then deny it on the type of bathroom that is in ALL standard rooms. It even says "walk in shower" in the room description on Priceline. Awful way to treat folks (I spend 100+ business-paid nights a year at Hilton Properties). Garbage BRG.
We have relaxed elements of the BRG Terms & Conditions to allow more claims to be approved. In particular:
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 cancellation policy has a 72 hour grace period instead of being exact
- Membership rates are approved depending on the offered amenities
- Room type requirements are lax as long as the room rates are the same
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.
Aug 3, 2017, 1:53 am
#2382
Join Date: Oct 2014
Location: MUC
Programs: A3 *Gold, AA Plat, AB Plat, Hilton Dia
Posts: 272
Aug 3, 2017, 1:56 am
#2383
Join Date: Oct 2014
Location: MUC
Programs: A3 *Gold, AA Plat, AB Plat, Hilton Dia
Posts: 272
Is it possible to claim a room with a different description, when they are no longer offering any other rooms on Hilton's own site?
In my situation:
Hilton is only offering rooms with a king bed + sleeper sofa, however on a third party website they are still selling standard rooms without sleeper sofa.
In my situation:
Hilton is only offering rooms with a king bed + sleeper sofa, however on a third party website they are still selling standard rooms without sleeper sofa.
Aug 10, 2017, 10:00 am
#2384
Join Date: Aug 2017
Programs: Hilton Honours
Posts: 2
Similar Query
Is it possible to claim a room with a different description, when they are no longer offering any other rooms on Hilton's own site?
In my situation:
Hilton is only offering rooms with a king bed + sleeper sofa, however on a third party website they are still selling standard rooms without sleeper sofa.
In my situation:
Hilton is only offering rooms with a king bed + sleeper sofa, however on a third party website they are still selling standard rooms without sleeper sofa.
I have booked a double queen on Hilton website but the 3rd party website is classed as a double or twin. I am guessing that would be ok?
Aug 11, 2017, 9:05 am
#2385
Join Date: Oct 2014
Posts: 447
Claim denied for a booking at Hilton Stucky Venice.
Hilton website - 189EUR
Amoma - 127GBP
Pathetic.
Why the hell would I even consider trying to book through the Hilton website ever again?
Hilton website - 189EUR
Amoma - 127GBP
Pathetic.
Why the hell would I even consider trying to book through the Hilton website ever again?