Getting the run around on the price guarantee.
Aug 17, 2019, 9:35 pm
#1
Original Poster
Join Date: May 2008
Programs: Marriott Titanium, Hilton Diamond, Hyatt Globalist, AA Plat, UA Silver, Delta Silver
Posts: 453
Getting the run around on the price guarantee.
First time using the price guarantee. I feel like it’s a bit of a scam and not a good look for Hilton. I booked the Hilton Bogota for a few dates in December. I noticed third parties including Orbitz and Expedia selling the room for less.
$257.24 on Hilton vs $237.99
I got denied because they said the rate was not lower on the third party site. They said the lowest rate was $79.33 before taxes and fees.
I replied back that the lower rate rate did include taxes and fees and clearly stated in their screenshot response. The total for the stay is even lower at the other website.
I then get this response:
Am I missing something here? The terms and conditions the rep quoted directly contradicted their statement that taxes and fees are not included.
$257.24 on Hilton vs $237.99
I got denied because they said the rate was not lower on the third party site. They said the lowest rate was $79.33 before taxes and fees.
I replied back that the lower rate rate did include taxes and fees and clearly stated in their screenshot response. The total for the stay is even lower at the other website.
I then get this response:
The terms and conditions of the Price Match Guarantee program specifically state that taxes and/or fees are not included in our calculations when reviewing a claim:
Price comparisons will be made net of taxes, gratuities, service charges, early departure fees, or other fees and incidental charges, and will exclude changes in currency exchange rates.
Price comparisons will be made net of taxes, gratuities, service charges, early departure fees, or other fees and incidental charges, and will exclude changes in currency exchange rates.
Aug 18, 2019, 1:59 am
#2
Join Date: Mar 2008
Location: Fort Lauderdale, FL
Posts: 3,360
You'll find lots of similar tales on the master Hilton Best Rate Guarantee thread:
Hilton Best Rate Guarantee or BRG
These programs are basically tools hotels groups use to keep their franchisees honest. Instead of having a company employee trying to make sure hotels main rate parity between the chain and online travel agencies (which is part of every franchise agreements I've ever heard of), they have customers do all the grunt work. That's the easiest way to find scofflaw hotels.
Now, my guess about your case is that the person who made the decision didn't read the web site correct. Or, they selected the wrong denial reason from the pre-determined list.
Hilton Best Rate Guarantee or BRG
These programs are basically tools hotels groups use to keep their franchisees honest. Instead of having a company employee trying to make sure hotels main rate parity between the chain and online travel agencies (which is part of every franchise agreements I've ever heard of), they have customers do all the grunt work. That's the easiest way to find scofflaw hotels.
Now, my guess about your case is that the person who made the decision didn't read the web site correct. Or, they selected the wrong denial reason from the pre-determined list.
Aug 18, 2019, 3:51 am
#3
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: 13,029
What you are missing is that BRG policies are pure marketing, backed up with enough legalese to keep attorneys general and the like away.
