Lonsinla

I submitted mine last night and its been 24 hrs and still no reply.

robertwcook16

Submitted BRG for Doubletree Hotel New York City - Financial District, NY.
Hilton.com - $179.00 flex rate
Priceline - $172.35 flex rate

Approved - final rate $129.26 per night

Response time 48 hours after 2 emails requesting status of claim

Lonsinla

after chasing them up with an email, the claim was rejected as the BRG team wasnt able to see the rate. I resent the claim and even sent screen shots and the claim was eventually accepted.

Room rate was knocked down from 98EURs to 63EURs.

paul00

Valid BRG claims continue to be rejected for ridiculous 'reasons'.

markcwj (from The Shuttlewhale blog) reported that he submitted a BRG claim based on a lower rate he found on expedia.com.sg for the Waldorf-Astoria Beijing. However, the 3 Hilton Guest Assistance Specialists who handled his claim (all from the team based in the UK, judging from the e-mail screenshots) refused to accept expedia.com.sg and insisted that they would only compare against the rate on expedia.cn, as the hotel is in China.

This is what the Hilton Specialist wrote:

I'm truly speechless!

nacho

This has happened to me too - when I was using expedia.dk, Hilton replied and they only look at expedia.de (because the hotel is located in Germany). Hilton doesn't accept the fact that expedia doesn't price their room the same all over the world.

Odidoko

Can I ask if I could do a price match on Hilton's own web site?
I already have a prepaid/non-refundable reservation, but I'm seeing a lower rate right now (like 20% cheaper)

Thanks!

nacho

No. Also it has to be within 24 hours after you made your reservation.

MrHilton

Got a BRG approved at the HGVC Las Vegas Strip, so saved me another $223,15 on a 5 night stay!

Had to wait 48h before getting the approval ,but at least it's a great saving .

Price was a bit cheaper , about $16 on muchoviaje.com.

GeorgeLopez

Got BRG at an Embassy Suites. Better price was found on hotwire.com. Ended up with a fantastic rate. Top that off, I'm getting the 3x points for the summer promo for diamonds. And the 7,500 points for paying with my AMEX Platinum. Plus, I'll stack the AMEX Offer for Embassy Suites, paying $225 and get $45 back.

Phenomenal!

KRS

Over the last 2 days I submitted 4 claims, but received only 1 automated email response. This claim has now been accepted, but I have not heard back on the others, can I assume they are lost in cyberspace somewhere?

Do you guys ever receive responses if you do not get the initial automated email?

I guess it is necessary to follow up via email ([email protected]) for all those with no response...

GeorgeLopez

This has been happening a lot to me lately

QFoneworld

Last Friday it was my first time to file a BRG claim. Since then, except for an auto-generated email reply, no further feedback from Hilton. Just wonder normally how long does it take? I'm worried that the link shows the lower price may no longer be valid.

paul00

@KRS: when you submit a Best Price Guarantee claim online, you should receive an automated e-mail from Hilton Guest Correspondence containing your BPG claim file number. It would be a good idea to contact the Hilton BPG team to follow up on the 3 BPG claims for which you have not received an automated acknowledgement e-mail or response. As you can see from many previous posts in this thread, a lot of users have experienced a similar issue (their claim being 'lost' after submitting the BPG claim form online).

@QFoneworld: You should usually hear back within 24 hours of submitting a claim. Did you take a screenshot of the booking page of the third-party website when you found the lower rate last Friday? If so, you should e-mail it to the Hilton BPG team and request an update on your claim.

brooding

I had another strange BPG denial, claiming that a rate which includes breakfast is a "package rate". The OTA rate also includes breakfast so I ensured the booking I made includes breakfast. Has anyone experienced this?

Thank you for taking the time to submitting an Our Best Price Guaranteed claim for your upcoming stay at _____. We have reviewed your reservation and the information found on hotelopia.com.
We have reviewed your reservation and the reservation is booked under a hotel package. According to our program terms and conditions hotel packages are not eligible due to them may include amenities.
The reservation booked on the Hilton website is under a Bed and Breakfast Package, which includes Buffet Breakfast. Our terms and conditions state:
Our Guarantee does not apply to the following:
o Hotel packages or travel packages which may include hotel, airfare, car rental, food and beverage offers or other similar packages or amenities.

o Discount or negotiated rates not available to the general public, including but not limited to the following rates: membership (e.g., AAA, AARP or Saga), corporate, government, promotional, unpublished, Senior HHonors®, employee, offline wholesale/FIT, pre-paid rates which may include a voucher (including electronic vouchers), group or other specially negotiated rates.

I regret to inform that we are unable to honor your Best Price claim due to the booking being under a special rate plan. Should you need further assistance regarding this matter, please reply to this email and we will respond within 72 hours. However, due to our current volume there may be a slight delay. Thank you in advance for your patience.
We realize that every guest has a choice when traveling and we thank you for making Hilton family of hotels your choice. We look forward to the opportunity to serve your future travel needs.

Dlougach

Got successful BRG on 1-night stay in Hilton Paris CDG Airport. The rate was fully flexible, and so was the competing one (on hotelquickly.com). Claim processing time was slightly over 24 hours.