[ARCHIVE to 2018] Hilton Best Rate Guarantee or BRG
Sep 24, 2015, 7:17 am
#1531
Join Date: Dec 2011
Programs: EK Gold CX Silver, HHonors Gold
Posts: 39
I noticed on my last BRG that three weeks after my stay I still did not receive the $50 AmEx Card. I emailed the BRG e-mail address. The next day I was provided with a tracking number which showed it had been mailed that day.
I wonder if it would have ever been mailed had I not followed up.
I think there are laws in the US that prohibit false advertising and breach of contract...
There is no law that requires Hilton to have a BRG so if they don't want to pay up, they should just eliminate it... it is causing more ill-will than good-will.
I wonder if it would have ever been mailed had I not followed up.
I think there are laws in the US that prohibit false advertising and breach of contract...
There is no law that requires Hilton to have a BRG so if they don't want to pay up, they should just eliminate it... it is causing more ill-will than good-will.
Last edited by Haaienvoer; Sep 24, 2015 at 7:43 am
Sep 24, 2015, 4:35 pm
#1532
Join Date: Aug 2015
Location: 1A
Posts: 66
Guys,
Is early departure (with no fee) means breaking the t&c's of BRG? I checked out in the evening on day before checkout date and I've got "late cancel" (so no points for paid night and non-qualifying stay) and problems with accepting BRG.
Maybe @HHonorsRepresentative can help with this one?
Is early departure (with no fee) means breaking the t&c's of BRG? I checked out in the evening on day before checkout date and I've got "late cancel" (so no points for paid night and non-qualifying stay) and problems with accepting BRG.
Maybe @HHonorsRepresentative can help with this one?
Sep 24, 2015, 6:25 pm
#1533
Join Date: Jul 1999
Location: Land of 10,000 Upgrades
Posts: 9,465
Guys,
Is early departure (with no fee) means breaking the t&c's of BRG? I checked out in the evening on day before checkout date and I've got "late cancel" (so no points for paid night and non-qualifying stay) and problems with accepting BRG.
Maybe @HHonorsRepresentative can help with this one?
Is early departure (with no fee) means breaking the t&c's of BRG? I checked out in the evening on day before checkout date and I've got "late cancel" (so no points for paid night and non-qualifying stay) and problems with accepting BRG.
Maybe @HHonorsRepresentative can help with this one?
Sep 25, 2015, 8:17 am
#1534
Join Date: Aug 2015
Location: 1A
Posts: 66
Because I needed to leave earlier that I originally expected. Since there were no early departure fee I thought it won't be a problem.
Sep 25, 2015, 11:21 am
#1536
Join Date: Aug 2015
Location: 1A
Posts: 66
That's the thing - I wasn't worried, because it shouldn't affect the BRG 
The situation came up few weeks after stay. I will know for the next time, but I think that early departure isn't breaking the t&c's - just want to review my point of view.
The situation came up few weeks after stay. I will know for the next time, but I think that early departure isn't breaking the t&c's - just want to review my point of view.
Sep 27, 2015, 8:31 am
#1537
Join Date: Jul 1999
Location: Land of 10,000 Upgrades
Posts: 9,465
Past the 44 hour mark on my latest BRG claim. Why am I not surprised?
Last edited by UpgradeMe; Sep 27, 2015 at 10:10 am
Sep 27, 2015, 3:34 pm
#1538
Join Date: Aug 2015
Location: 1A
Posts: 66
Just sent one too. Let's see, but I'm not an optimist in this case...
Sep 27, 2015, 8:16 pm
#1539
Join Date: Jul 1999
Location: Land of 10,000 Upgrades
Posts: 9,465
Let's see how long it takes for the BRG desk to respond to my latest email.
Sep 28, 2015, 10:28 am
#1540
Join Date: Aug 2015
Location: 1A
Posts: 66
Just got approved after 19hrs.
Sep 28, 2015, 2:04 pm
#1542
Join Date: Sep 2015
Programs: AA EXP, UA 1K
Posts: 2
Can someone enlighten me please: I have submitted a BRG claim with Hilton last Thursday (i.e. 5 days ago), and still haven't received any response whatsoever. Yet UpgradeMe and luziczek have each submitted a more recent claim to which they've already received replies (see above posts). Is the Hilton BRG desk not treating incoming claims on a first come, first serve basis?
Note: I have PM'ed Ashleigh, however no result thus far...
Note: I have PM'ed Ashleigh, however no result thus far...
Sep 28, 2015, 2:17 pm
#1543
Join Date: Sep 2015
Programs: AA EXP, UA 1K
Posts: 2
Can someone enlighten me please: I have submitted a BRG claim with Hilton last Thursday (i.e. 5 days ago), and still haven't received any response whatsoever. Yet UpgradeMe and luziczek have each submitted a more recent claim to which they've already received replies (see above posts). Is the Hilton BRG desk not treating incoming claims on a first come, first serve basis?
Note: I have PM'ed Ashleigh, however no result thus far...
Note: I have PM'ed Ashleigh, however no result thus far...
"
Sicne we were unable to review your claim withi the promised 24 hour timesframe, I am happy to approve it as a gesture of goodwill. Please allow 48 hours for your rate to be adjusted matching the lower rate and a re-confirmation" + promise of the $50 gift card.
All in all a very correct treatment from Hilton: they acknowledge being outside the 24hr review window, hence approve "no questions asked". Not sure whether Ashleigh played a role behind the scenes, but I feel treated in a fair way (despite the frustration of having to wait 5 days). Nice work...I will be back.
Sep 28, 2015, 2:33 pm
#1544
Join Date: Aug 2015
Location: 1A
Posts: 66
They will soon start losing money on goodwill rather than valid claims
Last edited by luziczek; Sep 28, 2015 at 2:39 pm
Sep 29, 2015, 3:27 pm
#1545
Join Date: Aug 2000
Location: SRQ
Posts: 291
Gotta give two thumbs up for the Best Rate Team. I don't know what has happened but suddenly they are on the ball. My last two claims were answered within 24 hours. One was approved and one wasn't. I emailed back with a screenshot on the one that wasn't and actually got a timely email response with an approval. Color me impressed.