[ARCHIVE to 2018] Hilton Best Rate Guarantee or BRG
Aug 9, 2018, 12:01 am
#2626
FlyerTalk Evangelist
Join Date: Aug 2011
Location: Barcelona, London, on a plane
Programs: BA Silver, TK E+, AA PP, Hyatt Globalist, Marriott LT Plat, Hilton Diamond
Posts: 13,026
I think Hilton's new "strategy" is to not reply to my BRG claims, knowing that I'll give up after a week and just cancel the (flex) reservation...
Aug 9, 2018, 5:10 am
#2627
Join Date: Apr 2015
Location: Sweden
Programs: Marriott Platinum - LT Gold
Posts: 688
Always felt good about Hilton but reading the last pages of this read i can now see what a hassle and scam Hilton's BRG program is. Feels like a Hyatt-hassle where Hilton's Brg-agents do anything in their power to deny your claim, make up stories and have weird terms for what qualifies for a Brg.
Will never spend my money on a Hilton with this kind of treatment towards their customers. That's not what I want to be a part of.
Sticking with Marriott/SPG.
Will never spend my money on a Hilton with this kind of treatment towards their customers. That's not what I want to be a part of.
Sticking with Marriott/SPG.
Last edited by joakgarp; Aug 9, 2018 at 6:23 am
Aug 9, 2018, 10:36 am
#2628
Join Date: Mar 2014
Location: SJC/BUR
Programs: Hyatt Diamond, IHG Platinum, Hilton Gold, Club Carlson Gold, Starwood Gold
Posts: 1,079
Honestly it sounds melodramatic but SPG/Marriott has a relatively reasonable BRG team that tries to apply logic to the situation. If you care about getting a low rate honored, book through Marriott.
Aug 9, 2018, 12:41 pm
#2629
Join Date: May 2018
Location: Rome, IT
Programs: Marriott Gold, Skyteam Elite Plus, StarAlliance Silver
Posts: 34
I try with this... let's see. 14,014THB = 366 EUR
Aug 9, 2018, 1:20 pm
#2630
Join Date: May 2018
Location: Rome, IT
Programs: Marriott Gold, Skyteam Elite Plus, StarAlliance Silver
Posts: 34
Update: this time it was an immediatle success! maybe this website bring lucky. I'm happy to share this.
I have to say that Hilton's customer center is really fast to reply, it tooks 40 mins
I have to say that Hilton's customer center is really fast to reply, it tooks 40 mins
Aug 9, 2018, 1:43 pm
#2631
Join Date: May 2018
Location: SW Florida
Programs: HH Diamond, BW Diamond, Bonvoy, Choice, IHG
Posts: 227
Congratulations on getting the room you wanted at the price you wanted!!! So glad it worked out for you.
Aug 11, 2018, 11:05 am
#2632
Join Date: Apr 2012
Posts: 83
Does the BRG apply to rates that include taxes?
Found a lower rate online, however the site only displays the final price (with taxes included)- this is higher than the pre-tax Hilton rate so was declined :/
Found a lower rate online, however the site only displays the final price (with taxes included)- this is higher than the pre-tax Hilton rate so was declined :/
Aug 11, 2018, 12:03 pm
#2633
Join Date: May 2018
Location: Rome, IT
Programs: Marriott Gold, Skyteam Elite Plus, StarAlliance Silver
Posts: 34
Anyway I got a deny last day. I wasn't so interested as the difference of the price was really low and the price of the hotel is fine. I tried anyway, just to see what happens... I booked a rate of 4.480, I found a rate of 3.999 BUT I got a deny because the rate THEY found - 4.440 - was higher then the rate i booked (4.480) (!!!!). I replied with a screenshot attached and wrote not asking a review of the claim, but asking an explanation on why they lie. They approved the claim.
Last edited by asia15; Aug 11, 2018 at 12:04 pm Reason: correction
Aug 12, 2018, 5:05 pm
#2634
Join Date: Dec 2013
Location: Homeless
Programs: Hyatt Glob; Hilton Dia; Marriott AMB; Accor Dia; IHG Dia Amb; GHA Tit
Posts: 4,835
unfortunately we are unable to approve this Best Price Guarantee claim, as the cancellation deadline dates differ. The lower rate that is displayed on XXX.com offers a free cancellation for the following date of September 06, 2018, while Hilton offers free cancellation 24 hours prior to arrival which requires cancellation by September 08, 2018.The cancellation deadlines must be exact, this should be considered when viewing lower rates, hence the rate difference.
If there was a higher semi-flex rate available on hilton.com and I did not select it, ok I can understand. But in this case, ALL rates on Hilton are flexible with cancellation one day before arrival. There are not even prepaid rates to choose from. So basically it means any third party website which has pre-paid rates or flexible rates 2+ days cancellation policy won't be usable for BRG at all, under any circumstances.
Not to mention that I receive the response above after being told in the first place that the rate on XXX.com was higher than Hilton (which was not true) so my claim was denied. Only when I pushed it, did I receive the cancellation BS above.
Aug 12, 2018, 5:24 pm
#2635
Join Date: Dec 2010
Location: LHR
Programs: Accor PLT,Thai Silver, HH Dia, SPG Titanium (LT Gold), Aegean Gold, BA Silver
Posts: 5,115
If i remember correctly Lauren (HH Rep) stated that a 2 day window was accepted for BRG. I would drop her a PM
Aug 12, 2018, 5:25 pm
#2636
Join Date: May 2018
Location: Rome, IT
Programs: Marriott Gold, Skyteam Elite Plus, StarAlliance Silver
Posts: 34
Gimme a break. Both rates are flexible, but cancellation policy is off by 2 days and claim is denied? What a crock of s***.
If there was a higher semi-flex rate available on hilton.com and I did not select it, ok I can understand. But in this case, ALL rates on Hilton are flexible with cancellation one day before arrival. There are not even prepaid rates to choose from. So basically it means any third party website which has pre-paid rates or flexible rates 2+ days cancellation policy won't be usable for BRG at all, under any circumstances.
Not to mention that I receive the response above after being told in the first place that the rate on XXX.com was higher than Hilton (which was not true) so my claim was denied. Only when I pushed it, did I receive the cancellation BS above.
If there was a higher semi-flex rate available on hilton.com and I did not select it, ok I can understand. But in this case, ALL rates on Hilton are flexible with cancellation one day before arrival. There are not even prepaid rates to choose from. So basically it means any third party website which has pre-paid rates or flexible rates 2+ days cancellation policy won't be usable for BRG at all, under any circumstances.
Not to mention that I receive the response above after being told in the first place that the rate on XXX.com was higher than Hilton (which was not true) so my claim was denied. Only when I pushed it, did I receive the cancellation BS above.
Well, I think that it's difficult that you cancel your stay on the last 48 hours... they should be really better flexible. In fact it's pretty impossible to got an approval on flex booking.
I read also that they denied the claim because the name of the room was different: King Superior Suite and Superior King Suite. And also if the 3rd part website has a better offer (like included breakfast).
Aug 12, 2018, 5:27 pm
#2637
Join Date: Dec 2013
Location: Homeless
Programs: Hyatt Glob; Hilton Dia; Marriott AMB; Accor Dia; IHG Dia Amb; GHA Tit
Posts: 4,835
Aug 12, 2018, 10:48 pm
#2638
Join Date: Jul 2013
Posts: 812
I am not aware of any announcement by the HonorsRepresentative since that post as regards the 72 hour grace period when comparing the cancellation policy of the hilton.com rate vs the third party rate.
Aug 13, 2018, 10:24 am
#2639
Join Date: May 2017
Location: Mauritius
Programs: KF Gold, *G, Hilton Diamond, Discovery Titanium
Posts: 133
Aug 14, 2018, 7:04 am
#2640
Join Date: Feb 2014
Programs: Amex Plat, Hilton Diamond, SPG Gold, Carlson Gold, CM Presidential / *A Gold, Hertz 5*
Posts: 1,642
