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Hilton Best Rate Guarantee or BRG

Hilton Best Rate Guarantee or BRG

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Old Feb 26, 20, 7:35 am   -   Wikipost
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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 hotelsí 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:
Originally Posted by HonorsRepresentative View Post
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 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
--------
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Old Feb 12, 04, 1:50 pm
  #1  
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Hilton Best Rate Guarantee or BRG

Posts older than 2019 for this OPEN THREAD can be found in the

ARCHIVE THREAD for Hilton Best Rate Guarantee or BRG

Links to moved posts should still work.

Kiwi Flyer
Hilton HHonors forum moderator

Last edited by Kiwi Flyer; Jan 1, 20 at 5:17 pm
Kiwi Flyer is offline  
Old Dec 31, 18, 7:21 am
  #2  
 
Join Date: Apr 2002
Location: Atlanta Metro
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Originally Posted by juliana16 View Post
A quick thank you to all that have provided details on their experiences, it has really been helpful as I look to understand the BRG process better.

Unfortunately, I had an awful experience with Hilton two days ago with a total of 6 phone calls made over almost a three hour period to their BRG team. Mysteriously, I kept being placed on hold when the agent went to "verify" or "investigate" the competitor rate further and each time, the line cut out. After about the third phone call, I noted to the agents that my calls were being cut out and should this happen, I would appreciate if the agent called me back on my nominated number. This never happened.

Agent number 5 i spoke to told me to book the cheaper rate I saw on booking.com (as she apparently couldn't see this on her end), as this way, the reservation would flow through to the Hilton system and they will then be able to verify the cheaper rate. However, when I spoke to agent number 6, they claimed that they could see my reservation made through booking.com but were viewing a completely different (and inflated!!) price. I have my email confirmation from Booking.com clearly stating the cheaper rate that I secured so now it just seems to be my word against theirs?

To be honest, I know that the team is trained to reject claims, but this is beyond ridiculous. Over email, they continue to reject the claim and somehow make out that my booking.com reservation is a price that is NOT consistent with my booking.com reservation. I tweeted Hilton, no response and have just received a response via Messenger from Hilton so hopefully this will assist.

(hotel in question is the Renwick, Curio Collection NYC).
People have been having mixed success with the phone-in service. I think it's better to do it all online.

I can't believe that person told you to go ahead and book the other reservation. That's not at all the way it's supposed to work. When the PMG worker couldn't find the rate that I did, I just emailed a screenshot of the booking screen (the final screen right before you click to finalize the reservation) that included the date/time in the corner of my computer screen. This PMG request seems to have gone rogue; you might consider just starting over and doing it all online. Rebook your Hilton.com reservation, make sure your Booking.com reservation is EXACTLY the same, book through almost to the end, screenshot it, and file the online form. They'll deny, then you reply with the screenshot.
hotturnip is offline  
Old Dec 31, 18, 7:53 am
  #3  
 
Join Date: Dec 2018
Posts: 2
As a follow up to my previous post, I had a very similar experience to Juliana where I called 4 times, was placed on either hold or mute, then disconnected. The 5th time I asked the agent specifically not to put me on hold or mute and talk me through what she was doing and was finally successful. To hotturnip's point about submitting online, I ended up calling because when I submitted the claim and even referenced the specific rate that I was asking to be price matched for a room with free cancellation, they denied the claim pointing to the nonrefundable rates saying it didn't match my reservation. In the screenshots they sent, you could very clearly see the rate for the free cancellation room directly below the non-refundable at the rate I referenced in the claim. When I replied to that email, they said they couldn't use those screenshots and that they had to compare in real time, which is tricky when rates change so quickly. At least with the phone, you know right away whether they accepted it and that the rate is still valid. It may take some time to get through on the phone, but it's worth it for the 25% discount. It certainly seems like they are being trained to deny as long as they can for any possible reason. I really don't appreciate the purposeful disconnecting while I'm hold/mute though. That's pretty messed up.
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Old Jan 1, 19, 3:23 am
  #4  
 
Join Date: Mar 2015
Posts: 10
indecentthree11 and hotturnip, good to know I was not alone!! Thanks for your advice, it's been noted for any future instances I try for the PMG. I think I will stick with applying online and via a desktop (so that the screenshots have the time and dates stamp!)

I received an updated email from Hilton today regarding my booking where the PMG had been applied. This was followed by a message on messenger from a representative confirming that they had reviewed my claim and applied to PMG. (finally !!!)

Definitely worth the hassle as we are off to NYC end of April/start of May and the accom was looking to be quite pricey, so this has helped.
juliana16 is offline  
Old Jan 2, 19, 6:55 am
  #5  
 
Join Date: Oct 2009
Posts: 278
The PMG is pathetic. They appear to be back to using the black/white list. Apparently they have 6 websites that they are allowed to price match to. However they wouldn't say which ones.

Currently the price on hilton and expedia sites are double the price of some other smaller third party websites. Whats the point of a guarantee if it isn't really a guarantee. More like price match if you're lucky.
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Old Jan 3, 19, 12:11 pm
  #6  
 
Join Date: Nov 2011
Programs: AA Exec. Plat., Hilton Diamond, Marriott Gold
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Doubletree Amsterdam Centraal Station and HIlton Amsterdam

Just recently had my 4th and 5th success with BRG albeit with some issues...

March 27th-29th at Doubletree Amsterdam was cheaper through priceline.com. Filled out the online form and was rejected due to not being able to find the lower rate on priceline. Also, they listed the lowest price they saw and noted it in GBP. Seeing this issue, I replied to the email with screen shots and mention of the incorrect currency. I then called the Diamond desk and phone agent confirmed she saw the lower rate I was seeing and placed me on a brief hold before coming back and stating she was able to get the rate approved. Shortly after the call, I got a reply from the BRG stating after re-reviewing it was approved with the new correct nightly rate.

March 31st- April 3rd at Hilton Amsterdam was cheaper through hotels.com Submitted BRG claim online and was approved. However, since I purchased a non-refundable rate, the hotel would have to refund the amount when we check in or check out. However, the amount they calculated to be refunded was incorrect. Refund rate they were claiming was roughly $80USD when the nightly rate difference was $30USD ($90USD for 3 nights) BEFORE the 25% off would be applied. So refund amount should have been $90USD + the 25% off nightly rate amount. Called the Diamond desk before replying to email and after 45 minutes of her trying to manually calculate the refund amount, she corrected the notes in my booking about the refund amount, however it was still an incorrect amount (she kept getting confused with the USD to EUR conversion). I politely accepted, hung up and called right back. Next phone agent had much more experience with BRG and in about 5 minutes had the correct amount calculated and updated my reservation notes with the correct amount for the hotel to refund me at check-in or check-out.

I apologize if that was hard to follow but I like providing thorough details for anyone else that may have similar issues.
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Old Jan 7, 19, 8:00 pm
  #7  
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Any thoughts here folks. I want to reserve the Conrad Macau. Hotels.com has a nonrefundable rate that is about $20 lower than the Hilton non-refundable rate (same room type, etc.). I'm a diamond member, so for obvious reasons, I'd rather much book through Hilton and get the points/breakfast/possible upgrade. Not to mention the 25% discount below the price match.

However, my concern is booking the nonrefundable rate through Hilton, having them reject the match for any of their nonsensical reasons, and being out of luck.

Thoughts?
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Old Jan 8, 19, 5:33 am
  #8  
 
Join Date: Aug 2011
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Originally Posted by kapooncha View Post
Any thoughts here folks. I want to reserve the Conrad Macau. Hotels.com has a nonrefundable rate that is about $20 lower than the Hilton non-refundable rate (same room type, etc.). I'm a diamond member, so for obvious reasons, I'd rather much book through Hilton and get the points/breakfast/possible upgrade. Not to mention the 25% discount below the price match.

However, my concern is booking the nonrefundable rate through Hilton, having them reject the match for any of their nonsensical reasons, and being out of luck.

Thoughts?
You're going to book through Hilton any way for the perks. Treat the BRG process as a lottery where you might get lucky, or simply do it on a refundable basis despite the increased difficulty of success.
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craigthemif is offline  
Old Jan 8, 19, 11:33 pm
  #9  
 
Join Date: Apr 2002
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Since the competing rate is just $20 lower than on Hilton.com, I think that's a small enough difference that it's worth the risk. I mean, even if you're staying 5 nights, you'd only pay $100 more for booking through Hilton. Just examine that hotels.com rate METICULOUSLY, making sure every single detail is the same. Be sure to go beyond the initial rate listings--you need to get to the page where you're filling in your name so that you can be sure the rate actually goes through. Screencap everything.
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Old Jan 9, 19, 2:49 am
  #10  
 
Join Date: Nov 2018
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New low Hilton

Got a claim denied by the customer rep who noted that every single detail matched... and that it was a whitelisted site. With the exception that cancellation date of the OTA was at 1pm of the same day (both 1 day before stay), while Hiltonís was at 11.59pm. Hiltonís really the worst when it comes to their BRG...
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Old Jan 9, 19, 2:54 am
  #11  
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Originally Posted by saintspurs View Post
Got a claim denied by the customer rep who noted that every single detail matched... and that it was a whitelisted site. With the exception that cancellation date of the OTA was at 1pm of the same day (both 1 day before stay), while Hiltonís was at 11.59pm. Hiltonís really the worst when it comes to their BRG...
That is unreal.
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Old Jan 9, 19, 10:41 am
  #12  
 
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Originally Posted by saintspurs View Post
Got a claim denied by the customer rep who noted that every single detail matched... and that it was a whitelisted site. With the exception that cancellation date of the OTA was at 1pm of the same day (both 1 day before stay), while Hiltonís was at 11.59pm. Hiltonís really the worst when it comes to their BRG...
11:59pm is intended for this purpose I believe...
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Old Jan 9, 19, 1:07 pm
  #13  
 
Join Date: Dec 2011
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I've done 3 BRGs recently. One was agreed without any hassle and had problems with others.. If you make refundable reservations just cancel and rebook them until they agree the BRG. They will just decline them for no reason.
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Old Jan 9, 19, 3:09 pm
  #14  
 
Join Date: Oct 2017
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Got this reply after sending my BRG:I apologize we base the price on the rate before taxes not after. I regret we are unable to process your claim.

Just send a screenshot back to the agent and and fingers crossed it would get matched else just bad luck then since the price difference is less than 5%
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Old Jan 9, 19, 5:22 pm
  #15  
 
Join Date: Dec 2011
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Originally Posted by teo1991 View Post
Got this reply after sending my BRG:I apologize we base the price on the rate before taxes not after. I regret we are unable to process your claim.

Just send a screenshot back to the agent and and fingers crossed it would get matched else just bad luck then since the price difference is less than 5%
Just cancel, if you can, and make a new reservation. Itís a lottery to get a competent agent.
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