[ARCHIVE to 2018] Hilton Best Rate Guarantee or BRG
May 17, 2017, 10:36 am
#2296
Join Date: Jul 2013
Posts: 812
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but not limited to the following rates: membership (e.g., AAA, AARP or Saga), corporate, government, promotional, unpublished, Senior HHonors®, employee, offline wholesale/FIT, pre-paid rates which may include a voucher (including electronic vouchers), group or other specially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.
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.
The e-mail refers to the previous Terms and Conditions (which in fact did not exclude bed and breakfast rates). I would suggest that you write back, referring to the current version of the Terms and Conditions which in fact expressly state:
Certain types of prices will not qualify for the Best Price Guarantee if there are differences in the accommodations. For example, prices do not qualify if they are for a different room type, or at a different hotel, or for a room with a different view, or include different amenities (like free breakfast), or are not on the same dates for the same length of stay, or are for a different number of guests, or have different policies, terms or conditions for the booking (like different cancellation or refund policies).
May 17, 2017, 11:20 am
#2297
Join Date: Oct 2008
Location: MA, USA
Programs: Continental, BA
Posts: 204
I have submitted a BRG yesterday night and again today and never receive any submission confirmation. Has anybody got the BRG response even though they didn't receive submission confirmation email.
If submission is getting lost then i don't know what to do.
If submission is getting lost then i don't know what to do.
May 17, 2017, 1:11 pm
#2298
Join Date: Oct 2008
Location: MA, USA
Programs: Continental, BA
Posts: 204
May 17, 2017, 1:49 pm
#2299
Join Date: Oct 2004
Location: SVG
Posts: 1,172
Yes. I just received responses to my claims, even those I never received an automated reply to.
May 17, 2017, 2:27 pm
#2300
Company Representative - Honors by Hilton
Join Date: Aug 2009
Programs: Hilton Honors
Posts: 1,516
Hi boniam,
I sent you a message to get more information about your claim.
If anyone else needs help, I will ask that you PM me with your claim number or your confirmation number in order to get the process started.
Thanks,
Lauren
I sent you a message to get more information about your claim.
If anyone else needs help, I will ask that you PM me with your claim number or your confirmation number in order to get the process started.
Thanks,
Lauren
May 17, 2017, 4:20 pm
#2301
Suspended
Join Date: May 2017
Posts: 117
If we don't receive an automated reply from Hilton after submitting the BRG, we won't have a claim number to provide.
May 17, 2017, 9:59 pm
#2302
Join Date: Nov 1999
Location: MEX/YVR/YYF
Programs: AS MVP/AC75K/AM Gold/UA*S/SPG-Marriott Lifetime Titanium/Accor-FPC Gold/HHDiamond/Hyatt Exp
Posts: 5,035
Over the past week, I have received approvals for the Hilton Garden Inn referred to below, a Hilton and a Waldorf Astoria.
As a datapoint, I submitted 3 Starwood and 3 Hilton claims and, as usual, Starwood replied and approved within a few hours for English websites and 30ish hours for a Spanish website. Hilton? Well the good news is no claims have disappeared into a black hole, but the response times are varying between 22 hours to upwards of 45 hours, all English websites.
A unique response I have never received before:
Dear PW,,
Please accept our apologies for the delayed response. We understand how valuable your time is, especially as a loyal Diamond member. I have taken the liberty to review your claim. Even though I was not able to confirm the previously mentioned details, I see your claim was not responded to within 24 hours. Therefore, your claim will be approved. I have adjusted your reservation to reflect the claimed lower rate and applied the 25% discount. You are now responsible for 41.25 USD per night (before tax) for the room accommodation as stated in the updated confirmation e-mail sent to (email withheld).
If any changes or modifications are made to this reservation this claim will be void. This includes but is not limited to changes to the number of adults, room type (excluding complimentary upgrades), check-in/out dates, and terms and conditions governing the room rate. 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 serving your future travel needs. Thank you and have a great day!
Best regards,
(name withheld)
Corporate Guest Relations Specialist
Hilton Reservations and Customer Care
All in all, not amazing, but not awful like Hyatt and IHG.
As a datapoint, I submitted 3 Starwood and 3 Hilton claims and, as usual, Starwood replied and approved within a few hours for English websites and 30ish hours for a Spanish website. Hilton? Well the good news is no claims have disappeared into a black hole, but the response times are varying between 22 hours to upwards of 45 hours, all English websites.
A unique response I have never received before:
Dear PW,,
Please accept our apologies for the delayed response. We understand how valuable your time is, especially as a loyal Diamond member. I have taken the liberty to review your claim. Even though I was not able to confirm the previously mentioned details, I see your claim was not responded to within 24 hours. Therefore, your claim will be approved. I have adjusted your reservation to reflect the claimed lower rate and applied the 25% discount. You are now responsible for 41.25 USD per night (before tax) for the room accommodation as stated in the updated confirmation e-mail sent to (email withheld).
If any changes or modifications are made to this reservation this claim will be void. This includes but is not limited to changes to the number of adults, room type (excluding complimentary upgrades), check-in/out dates, and terms and conditions governing the room rate. 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 serving your future travel needs. Thank you and have a great day!
Best regards,
(name withheld)
Corporate Guest Relations Specialist
Hilton Reservations and Customer Care
All in all, not amazing, but not awful like Hyatt and IHG.
May 18, 2017, 4:10 am
#2303
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,485
Wonderful customer service if this auto-approval can be consistently applied.
May 21, 2017, 7:17 am
#2304
Join Date: Oct 2008
Location: MA, USA
Programs: Continental, BA
Posts: 204
Does anybody know what's the best way to submit brg for 2 room?
First I had it reserved in both in my name but brg claim form was making me choose one room so I can canceled one room and booked another room in family member name and submitted 2 brg. Now one of them approved other one rejected. Then one that approved also changed the price. Between two reservations it is a lot of confusion and delay. Rejection email said to reply and they will respond within 72 hours or more. I am thinking of canceling them start over.
First I had it reserved in both in my name but brg claim form was making me choose one room so I can canceled one room and booked another room in family member name and submitted 2 brg. Now one of them approved other one rejected. Then one that approved also changed the price. Between two reservations it is a lot of confusion and delay. Rejection email said to reply and they will respond within 72 hours or more. I am thinking of canceling them start over.
May 25, 2017, 3:27 am
#2305
FlyerTalk Evangelist
Join Date: Aug 2010
Location: CPH
Programs: UAMP S, TK M&S E (*G), Marriott LTP, IHG P, SK EBG
Posts: 11,100
1 room under 1 HH account.
May 30, 2017, 2:43 pm
#2306
Join Date: Sep 2016
Location: Las Vegas
Programs: American Airlines Plat Pro, Marriott Titanium, Hyatt Globalist
Posts: 207
I submitted a BRG for the Hilton Garden Inn in Worcester, MA this upcoming weekend (June 2 - 4). I submitted my request, noting that I found the price through Google's price search on priceline.com for $191.83, while the hilton.com price was $199.
An agent responded, saying that they checked priceline.com and found the price of $199, so they rejected my BRG request.
Upon receiving their response, I went to google.com and searched for the hotel... and the price of $191.83 was still available, at least through Google's public link.
I emailed the BRG team letting them know this, sending them pictures of both the price on Google's hotel search homepage and a screenshot of the priceline page -- but I've gotten radio silence from them since then.
Since then, priceline's price has jumped back up to $199.
I'm feeling pretty annoyed about the BRG team's unresponsiveness, but I'm guessing there's no recourse in situations like this.
An agent responded, saying that they checked priceline.com and found the price of $199, so they rejected my BRG request.
Upon receiving their response, I went to google.com and searched for the hotel... and the price of $191.83 was still available, at least through Google's public link.
I emailed the BRG team letting them know this, sending them pictures of both the price on Google's hotel search homepage and a screenshot of the priceline page -- but I've gotten radio silence from them since then.
Since then, priceline's price has jumped back up to $199.
I'm feeling pretty annoyed about the BRG team's unresponsiveness, but I'm guessing there's no recourse in situations like this.
May 31, 2017, 7:05 am
#2307
Join Date: Apr 2007
Posts: 362
anyone an idea whether following is possible:
- cancel current booking with approved brg claim
- make new booking for same dates (because price has dropped)
- submit new claim for new booking
Is it allowed or not?
- cancel current booking with approved brg claim
- make new booking for same dates (because price has dropped)
- submit new claim for new booking
Is it allowed or not?
Jun 1, 2017, 5:32 am
#2308
Join Date: Jun 2015
Location: Sydney, Australia
Programs: QF Gold, Accor Plat, Hyatt plat, HH diam, SPG Gold
Posts: 42
My first Hilton BRG just got approved within 24hours. I'd taken my chances and booked a non refundable rate so pretty happy it came through. Submitted 3 claims within the hour only received email confirmation for one and it seems to be the one that got processed.
Conrad Macao
King Deluxe
Hilton Rate: 1,930HKD
Competing site: www.getaroom.com
Competing Rate: 1,553.20HKD+taxes
Approved: 1,339HKD inc taxes
Conrad Macao
King Deluxe
Hilton Rate: 1,930HKD
Competing site: www.getaroom.com
Competing Rate: 1,553.20HKD+taxes
Approved: 1,339HKD inc taxes
Jun 2, 2017, 11:13 am
#2310
Join Date: Nov 2008
Location: LAX
Posts: 65
As others have noted, the BRG system seems broken (strange rejection that made no sense and then after Lauren intervened an approval that similarly used garbled reasoning), but what seems to work is proactively messaging HonorsRepresentative as soon as a rejection comes through. Thanks to Lauren for her help!