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 12, 2019, 4:30 pm
#76
Join Date: Oct 2017
Location: Madison, WI
Posts: 16
Confused for an upcoming stay
Hi everyone,
So I've never actually used the BRG, but off hand found a significant difference on Priceline--after booking a non-refundable at Hilton.com
HONORS ADV PURCHASE
Rate Per Night:
Mar-19-2019 - Mar-21-2019
90.80 USD
Total for Stay per Room Rate: 181.59 USD
Service Charge 21.80 USD
Total for Stay 203.39 USD
Priceline (same dates, room type, refundability, etc)
$71.38x2 = 142.76
Service 12.67
Tax 28.28
Total $183.71
Both are non-refundable, one-king bed rooms.
I used BRG online about 10 minutes after booking at Hilton. (So definitely within the 24-hr window)
This morning, next day they said the room was only refundable on Priceline. I replied with my screenshot showing there is ALSO a non-refundable rate below the refundable...in fact it was in the screenshot they sent me in the denial.
Then they sent back another denial this afternoon that my screenshot is not on the final booking screen.
Luckily, the rate is still (a day later and four "touchpoints" with customer service) available on Priceline..I re-took screenshots on the final booking screen and have yet to get a reply.
Traveling in Peru and have spotty internet, this is baffling why it is this difficult. Especially with the big ad campaign.
Sorry, venting a bit.
Is there something I'm doing wrong??
So I've never actually used the BRG, but off hand found a significant difference on Priceline--after booking a non-refundable at Hilton.com
HONORS ADV PURCHASE
Rate Per Night:
Mar-19-2019 - Mar-21-2019
90.80 USD
Total for Stay per Room Rate: 181.59 USD
Service Charge 21.80 USD
Total for Stay 203.39 USD
Priceline (same dates, room type, refundability, etc)
$71.38x2 = 142.76
Service 12.67
Tax 28.28
Total $183.71
Both are non-refundable, one-king bed rooms.
I used BRG online about 10 minutes after booking at Hilton. (So definitely within the 24-hr window)
This morning, next day they said the room was only refundable on Priceline. I replied with my screenshot showing there is ALSO a non-refundable rate below the refundable...in fact it was in the screenshot they sent me in the denial.
Then they sent back another denial this afternoon that my screenshot is not on the final booking screen.
Luckily, the rate is still (a day later and four "touchpoints" with customer service) available on Priceline..I re-took screenshots on the final booking screen and have yet to get a reply.
Traveling in Peru and have spotty internet, this is baffling why it is this difficult. Especially with the big ad campaign.
Sorry, venting a bit.
Is there something I'm doing wrong??
Mar 13, 2019, 2:29 am
#77
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: 13,047
Not really... Hilton already have your non-refundable booking and are going to find some way to scam you out of your BRG discount.
With prepaid, you should try to process the BRG over the phone (the new system) before booking... Of course, the phone agents are so inept at finding the lower rate that they are probably trained to do so as well...
With prepaid, you should try to process the BRG over the phone (the new system) before booking... Of course, the phone agents are so inept at finding the lower rate that they are probably trained to do so as well...
Mar 13, 2019, 6:04 am
#78
Join Date: Oct 2017
Location: Madison, WI
Posts: 16
Not really... Hilton already have your non-refundable booking and are going to find some way to scam you out of your BRG discount.
With prepaid, you should try to process the BRG over the phone (the new system) before booking... Of course, the phone agents are so inept at finding the lower rate that they are probably trained to do so as well...
With prepaid, you should try to process the BRG over the phone (the new system) before booking... Of course, the phone agents are so inept at finding the lower rate that they are probably trained to do so as well...
Thanks, got a response last night. Now the "non-refundable" rate for the king room is gone (the refundable rate is still cheaper and available, but ineligible based on their rules).
Since we are 48 hrs after booking and this has been going on for 8 emails now, they are now completely ignoring my screenshot of the rate on the final screen from yesterday. Their original denial screenshot even shows the non-refundable rate that was available two days ago.
I am just getting the generic merge letters saying the refundable rate is only available and doesn't match mine. Am I talking to robots, are the screenshots worthless?
It's only $50 + the 25% but I'm now on a mission for the principle of it.
It's mind boggling that literally every option for the Double tree Iquitos in Peru is still, three days later, cheaper with better terms than booking direct on Hilton....
I'm new to all the travel tips because I'm just four years out of college and only began staying in hotels for work travel. So I definitely should have checked before booking non-refundable.
I can't easily make international phone calls in Peru so I didn't consider calling. But aren't hotels courting phone-shy millennials like me? (Completely tongue-in-cheek)😉
I replied again and asked for a manager to review my denial with a bulleted list of the two reasons I think the denial is in error and screenshots. I'll report back on what they say--I'm on a mission now.
Mar 13, 2019, 6:50 pm
#79
Join Date: Apr 2007
Location: TPE/KHH/LAX
Programs: JL Diamond, CX MPC Silver, OW Emerald, Hilton Diamond, Marriott Titanium
Posts: 1,144
Submitted 3 BRG requests for three separate stays this summer. Received approval on two of them, but has not received any news regarding the last one. Since I am fairly new when it comes to making a BRG claim, I want to know whether it's normal for Hilton to not respond to a claim? Should I send a follow-up email or should I wait for a reply?
Mar 13, 2019, 7:29 pm
#80
Join Date: Nov 2011
Location: NYC
Programs: HH Diamond, Hyatt Globalist, Marriott Bonvoy Gold
Posts: 694
I've been 3 out of 5 successful for the BRG price match in the past 3 months. I've always called the Diamond Desk to get the price match. I haven't bothered with trying to email. It would take too long and I want immediate results.
Mar 13, 2019, 9:44 pm
#81
Join Date: Apr 2002
Location: Atlanta Metro
Programs: DL , AC, BA, Hhonors Diamond, IH Platinum, Bonvoy Gold, Hyatt Discoverist
Posts: 2,354
Submitted 3 BRG requests for three separate stays this summer. Received approval on two of them, but has not received any news regarding the last one. Since I am fairly new when it comes to making a BRG claim, I want to know whether it's normal for Hilton to not respond to a claim? Should I send a follow-up email or should I wait for a reply?
Mar 13, 2019, 9:51 pm
#82
Join Date: Apr 2002
Location: Atlanta Metro
Programs: DL , AC, BA, Hhonors Diamond, IH Platinum, Bonvoy Gold, Hyatt Discoverist
Posts: 2,354
Thanks, got a response last night. Now the "non-refundable" rate for the king room is gone (the refundable rate is still cheaper and available, but ineligible based on their rules).
Since we are 48 hrs after booking and this has been going on for 8 emails now, they are now completely ignoring my screenshot of the rate on the final screen from yesterday. Their original denial screenshot even shows the non-refundable rate that was available two days ago.
I am just getting the generic merge letters saying the refundable rate is only available and doesn't match mine. Am I talking to robots, are the screenshots worthless?
It's only $50 + the 25% but I'm now on a mission for the principle of it.
It's mind boggling that literally every option for the Double tree Iquitos in Peru is still, three days later, cheaper with better terms than booking direct on Hilton....
I'm new to all the travel tips because I'm just four years out of college and only began staying in hotels for work travel. So I definitely should have checked before booking non-refundable.
I can't easily make international phone calls in Peru so I didn't consider calling. But aren't hotels courting phone-shy millennials like me? (Completely tongue-in-cheek)😉
I replied again and asked for a manager to review my denial with a bulleted list of the two reasons I think the denial is in error and screenshots. I'll report back on what they say--I'm on a mission now.
Since we are 48 hrs after booking and this has been going on for 8 emails now, they are now completely ignoring my screenshot of the rate on the final screen from yesterday. Their original denial screenshot even shows the non-refundable rate that was available two days ago.
I am just getting the generic merge letters saying the refundable rate is only available and doesn't match mine. Am I talking to robots, are the screenshots worthless?
It's only $50 + the 25% but I'm now on a mission for the principle of it.
It's mind boggling that literally every option for the Double tree Iquitos in Peru is still, three days later, cheaper with better terms than booking direct on Hilton....
I'm new to all the travel tips because I'm just four years out of college and only began staying in hotels for work travel. So I definitely should have checked before booking non-refundable.
I can't easily make international phone calls in Peru so I didn't consider calling. But aren't hotels courting phone-shy millennials like me? (Completely tongue-in-cheek)😉
I replied again and asked for a manager to review my denial with a bulleted list of the two reasons I think the denial is in error and screenshots. I'll report back on what they say--I'm on a mission now.
Yes, they really do look for excuses, but I've always been able to wear them down. (I'm 5 for 5 on these claims.) But be warned: this policy is NOT based on any kind of overriding principle (e.g., we want you to book directly with us, so we'll beat any cheaper rate). Thus, even if the refundable rate is cheaper and less restrictive than Hilton's non-refundable, no dice. One must abide by the letter of the law--to hell with any principles or common sense.
Mar 14, 2019, 5:49 am
#83
FlyerTalk Evangelist
Join Date: Aug 2010
Location: CPH
Programs: UAMP S, TK M&S E (*G), Marriott LTP, IHG P, SK EBG
Posts: 11,095
I attempted to a PMG over the phone yesterday and the price increased while I was on the phone with an agent who spoke with a strong accent. It turned out to be more expensive than Hilton and agoda (the comparison site) now pushed out the cheaper rate as non-refundable vs hilton's refundable.
Mar 14, 2019, 9:12 am
#84
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
Screenshots are your friend.
Was this strong accent from Queens or Brooklyn by chance?
Was this strong accent from Queens or Brooklyn by chance?
I attempted to a PMG over the phone yesterday and the price increased while I was on the phone with an agent who spoke with a strong accent. It turned out to be more expensive than Hilton and agoda (the comparison site) now pushed out the cheaper rate as non-refundable vs hilton's refundable.
Mar 14, 2019, 11:55 am
#85
Join Date: Sep 2015
Posts: 71
You know, I was thinking about all this hullabaloo they make everyone go through to get the price match, and honestly, I think it is a stupid program. Sure, it is great for the customer, but I don't see what benefit Hilton is getting from the process. Any good will they meant to offer their customers is thrown out the window by the process of getting the approval rate. And on top of that, they give the extra 25% off once it is approved.
In my opinion, they would get the same good will to their customers for much cheaper if they would just offer points and elite perks for third party bookings. What is the point of the ill will caused by denying claims, when they could do the same thing for less cost by just giving the benefits to third party bookings?
In my opinion, they would get the same good will to their customers for much cheaper if they would just offer points and elite perks for third party bookings. What is the point of the ill will caused by denying claims, when they could do the same thing for less cost by just giving the benefits to third party bookings?
Mar 14, 2019, 12:48 pm
#86
FlyerTalk Evangelist
Join Date: Aug 2010
Location: CPH
Programs: UAMP S, TK M&S E (*G), Marriott LTP, IHG P, SK EBG
Posts: 11,095
Mar 14, 2019, 12:56 pm
#87
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
My comment was more along the lines that the person's accent is unworthy of comment unless they were completely unintelligible.
Screenshots prove what you were able to find for challenging their determination.
Screenshots prove what you were able to find for challenging their determination.
Mar 14, 2019, 1:20 pm
#88
FlyerTalk Evangelist
Join Date: Aug 2010
Location: CPH
Programs: UAMP S, TK M&S E (*G), Marriott LTP, IHG P, SK EBG
Posts: 11,095
His accent was difficult to catch, I couldn't understand him about 30% of what he said which made the whole thing worse. I think I'll try again if I see the rate drop.
Mar 15, 2019, 9:45 am
#90
Join Date: Apr 2007
Location: TPE/KHH/LAX
Programs: JL Diamond, CX MPC Silver, OW Emerald, Hilton Diamond, Marriott Titanium
Posts: 1,144
Submitted 3 BRG requests for three separate stays this summer. Received approval on two of them, but has not received any news regarding the last one. Since I am fairly new when it comes to making a BRG claim, I want to know whether it's normal for Hilton to not respond to a claim? Should I send a follow-up email or should I wait for a reply?