[ARCHIVE to 2018] Hilton Best Rate Guarantee or BRG
Oct 6, 2017, 5:51 pm
#2416
Join Date: Dec 2013
Location: Homeless
Programs: Hyatt Glob; Hilton Dia; Marriott AMB; Accor Dia; IHG Dia Amb; GHA Tit
Posts: 4,835
First time I ever try BRG. I have 5 bookings at the same property for various dates in October-December and found rates on Hotelopia almost half of what is on Hilton.com so I submitted 5 different claims.
All 5 have been declined, with 3 e-mail responses coming from one BRG associate and 2 e-mail responses from another BRG associate. They both said Hotelopia is not an approved website.
Given that less than one month ago someone mentioned in this thread having an approval from Hotelopia, the answer from BRG is quite disappointing and complete rubbish. I see others are not having very positive experiences either.
All 5 have been declined, with 3 e-mail responses coming from one BRG associate and 2 e-mail responses from another BRG associate. They both said Hotelopia is not an approved website.
Given that less than one month ago someone mentioned in this thread having an approval from Hotelopia, the answer from BRG is quite disappointing and complete rubbish. I see others are not having very positive experiences either.
Oct 9, 2017, 1:56 pm
#2417
Join Date: Mar 2014
Location: IAD/DCA
Programs: Hyatt Glob, Marriott Plat, AA EXP, UA Gold
Posts: 171
Tried BRG for a hilton in NYC, first claim denied saying the third party website only allows partial cancellation policy (50% refund if cancelled after 24hours, 0 refund 72hr before check in). Since cancellation policies were different, the claim was denied.
Funny thing is, even if I booked a non-refundable rate on hilton.com, it would still be more expensive than the third party website. So I replied to email if I should re-book a prepaid rate and submit the BRG again and it got approved by a different associate. Matched to third-party website price less 25%.
Funny thing is, even if I booked a non-refundable rate on hilton.com, it would still be more expensive than the third party website. So I replied to email if I should re-book a prepaid rate and submit the BRG again and it got approved by a different associate. Matched to third-party website price less 25%.
Oct 10, 2017, 8:14 am
#2418
Join Date: Oct 2017
Posts: 3
I had found a price on Travelocity.ca which was about 100 dollars cheaper than my booked rate
First submission I was told they could not find the rate so I responded with the link to the webpage and a screenshot
In reply to that they told me the rate of 1336 US was more expensive than the rate I received from Hilton. My rate was clearly in Canadian and as the site was Canadian, how does it even make sense that the rate would be US
I have replied as such but I am not optimist that I will get a positive response
I feel like I am getting the runaround. Does anyone have any suggestions?
It is an advanced pay rate or I would just cancel the reservation and rebook
First submission I was told they could not find the rate so I responded with the link to the webpage and a screenshot
In reply to that they told me the rate of 1336 US was more expensive than the rate I received from Hilton. My rate was clearly in Canadian and as the site was Canadian, how does it even make sense that the rate would be US
I have replied as such but I am not optimist that I will get a positive response
I feel like I am getting the runaround. Does anyone have any suggestions?
It is an advanced pay rate or I would just cancel the reservation and rebook
Last edited by Canarsie; Oct 10, 2017 at 12:49 pm Reason: Consolidation.
Oct 12, 2017, 12:51 am
#2419
Join Date: Feb 2014
Location: Amsterdam, The Netherlands
Posts: 568
"I have reviewed your reservation and the lower rate was found through a non-compliant website, Zenhotels.com. It has been determined that this website is not eligible for our program based on the current terms and conditions."
It has been determined as well that Zenhotels.com books through Expedia. I find it strange Hilton takes the liberty to take out certain travel agents of their guarantee.
It has been determined as well that Zenhotels.com books through Expedia. I find it strange Hilton takes the liberty to take out certain travel agents of their guarantee.
Oct 12, 2017, 5:56 am
#2420
Suspended
Join Date: Apr 2017
Programs: HH-D; MR-P/LTP; SPG-P
Posts: 849
all the hotel loyalty programs do the same
it's their program so their rules and frankly they can terminate this or any other part of their program as they please
it's their program so their rules and frankly they can terminate this or any other part of their program as they please
Oct 12, 2017, 12:54 pm
#2421
Join Date: Oct 2004
Location: SVG
Posts: 1,172
Waldorf Astoria Chicago
Waldorf Astoria Chicago, SUPERIOR 1 KING BED, Bed and Breakfast rate.
Upgraded to Astoria Suite as well so quite pleased
(...)The rate on your reservation will be lowered to $391.72 per night (before tax). In addition, as per the terms of the program, we will also apply a 25% discount to your adjusted rate, making your final total $293.79 per night (before tax). Please allow 48-72 business hours for your rate to be adjusted and to receive an updated confirmation email.
Oct 14, 2017, 12:11 pm
#2422
Join Date: May 2016
Location: Liverpool, UK
Programs: HH Gold - SPG & Marriott Platinum Elite - BW Diamond - IHG Platinum - Melia Gold - Radisson Gold
Posts: 28
Hilton sent their initial response within 24h. Their response was incorrect so I replied but I've not heard anything and it's been more than 24 hours since. Does the 24h rule only apply to the initial response (which on this occasion was wrong)?
Oct 15, 2017, 2:56 am
#2423
Join Date: May 2016
Location: Liverpool, UK
Programs: HH Gold - SPG & Marriott Platinum Elite - BW Diamond - IHG Platinum - Melia Gold - Radisson Gold
Posts: 28
Any advice please?
Oct 15, 2017, 3:49 am
#2424
Suspended
Join Date: Apr 2017
Programs: HH-D; MR-P/LTP; SPG-P
Posts: 849
you continue to contend that Hiltons BRG responses were wrong but provide absolutely no facts that proffer forward other then your biasd opinion
Oct 15, 2017, 3:59 am
#2425
Join Date: May 2016
Location: Liverpool, UK
Programs: HH Gold - SPG & Marriott Platinum Elite - BW Diamond - IHG Platinum - Melia Gold - Radisson Gold
Posts: 28
That aside -and even if I'm wrong- I'd still expect a reply, ignoring emails is never a good business practice.
Thanks for sharing your thoughts.
Oct 15, 2017, 8:01 am
#2426
Join Date: Aug 2003
Location: MSN
Programs: Delta DM, Bonvoy LT Titanium, Hertz PC
Posts: 1,987
For work reasons, I had to buy Movavi Screen Capture video software (it's "only" $39 - but I also think there is similar freeware, or frankly you could use your phone to capture the video) and then I take a video of the whole process to get the lower rate. Then I post it to YouTube as a private video and share the link with the BRG team if there are any issues. I've found that's more effective than screenshots and then protects you if the rates rise.
Oct 15, 2017, 12:14 pm
#2427
Join Date: May 2016
Location: Liverpool, UK
Programs: HH Gold - SPG & Marriott Platinum Elite - BW Diamond - IHG Platinum - Melia Gold - Radisson Gold
Posts: 28
The below was part of Hilton's response to my BRG claim. Apparently we now have to check if the rate would be the same if you are using a mobile device or a desktop!
'please be advised that prices should not differ between browser and mobile website: if this is the case, it means that the deal is specifically restricted to people form specific region and it is not available to everyone. '
Has anyone heard of this before?
'please be advised that prices should not differ between browser and mobile website: if this is the case, it means that the deal is specifically restricted to people form specific region and it is not available to everyone. '
Has anyone heard of this before?
Oct 15, 2017, 1:14 pm
#2428
Join Date: Oct 2017
Posts: 3
I had found a price on Travelocity.ca which was about 100 dollars cheaper than my booked rate
First submission I was told they could not find the rate so I responded with the link to the webpage and a screenshot
In reply to that they told me the rate of 1336 US was more expensive than the rate I received from Hilton. My rate was clearly in Canadian and as the site was Canadian, how does it even make sense that the rate would be US
I have replied as such but I am not optimist that I will get a positive response
I feel like I am getting the runaround. Does anyone have any suggestions?
It is an advanced pay rate or I would just cancel the reservation and rebook
First submission I was told they could not find the rate so I responded with the link to the webpage and a screenshot
In reply to that they told me the rate of 1336 US was more expensive than the rate I received from Hilton. My rate was clearly in Canadian and as the site was Canadian, how does it even make sense that the rate would be US
I have replied as such but I am not optimist that I will get a positive response
I feel like I am getting the runaround. Does anyone have any suggestions?
It is an advanced pay rate or I would just cancel the reservation and rebook
Oct 20, 2017, 6:09 am
#2429
Join Date: May 2005
Posts: 18
Lauren -
just PMd you please pickit up and action if possible thanks
just PMd you please pickit up and action if possible thanks
Oct 26, 2017, 5:43 pm
#2430
Join Date: Oct 2017
Location: Seoul
Posts: 1
Claim approved :)
After the initial denial from BPG, I've sent screenshots of the other site clearly showing it's substantially lower price than Hilton's.
36 hours after initial submission, it's finally approved!
36 hours after initial submission, it's finally approved!
- Hilton Price: USD 2072
- Other Price: USD 1390
- Renewed Price: USD 1146
- Other site: www.makemytrip.com