[ARCHIVE to 2018] Hilton Best Rate Guarantee or BRG
Mar 18, 2018, 4:01 am
#2536
Suspended
Join Date: Apr 2017
Programs: HH-D; MR-P/LTP; SPG-P
Posts: 849
Yes; even if you CXL
Does anyone know if the hotel has to pay the BRG-penalty to Hilton if I cancel the booking? I have a reservation in Singapore for SGD 260 (BRG rate) and the hotel currently offers the room on sale for SGD 245. I'm considering rebooking the "official" sale rate and possibly getting a better upgrade if the hotel does not have to pay the penalty. Thanks!
Mar 19, 2018, 8:46 am
#2537
Join Date: Dec 2016
Posts: 246
Your Claim Was (Correctly) Dead on Arrival
Hilton BPG team is the worse. I made a claim yesterday where the hilton site had no non-refundable prices and was showing only $211 refundable price, while Hotels.com was showing a $131 non-ref price. So I sent it and they rejected it. So I called the Hilton Guest Assistance spoke to someone is Dallas, they told me yeah they can why I am putting the claim in, but cannot adjust the price for an international hotel so they are going to email the hotel.
I call today am and got a person on the phone claiming to be a supervisor and told me that I had not spoken to anyone, they do not really care what I say and my claim will be denied no matter what.
I really feel they are trying to make it impossible to do a BPG
I call today am and got a person on the phone claiming to be a supervisor and told me that I had not spoken to anyone, they do not really care what I say and my claim will be denied no matter what.
I really feel they are trying to make it impossible to do a BPG
Being able to cancel a reservation is considered valuable. So, if Hilton is only offering a refundable rate and an OTA is offering a lower non refundable rate, there is no basis for a claim. Yes, the Hilton rate is higher. But it confers a benefit (ability to cancel without penalty) which the OTA rate does not.
Mar 19, 2018, 9:41 am
#2538
Join Date: Apr 2008
Location: Gdynia, Poland
Posts: 631
Hi,
as I see from couple of your posts, you often find competitive rates through hotelscombined. Do you indicate it in your claims or do you put there only the name of the final website, where the competitive offer is available?
It's very common in case of my searches that lower rates are available only if I go to third-party booking site through hotelscombined. When I enter the same third-party booking site directly (not through hotelscombined), the rate is higher and not competitive. In such case, should I explain in BRG claim that the competitive rate is available on certain booking site under condition that this site is entered through hotelscombined?
as I see from couple of your posts, you often find competitive rates through hotelscombined. Do you indicate it in your claims or do you put there only the name of the final website, where the competitive offer is available?
It's very common in case of my searches that lower rates are available only if I go to third-party booking site through hotelscombined. When I enter the same third-party booking site directly (not through hotelscombined), the rate is higher and not competitive. In such case, should I explain in BRG claim that the competitive rate is available on certain booking site under condition that this site is entered through hotelscombined?
Mar 20, 2018, 4:50 am
#2539
Join Date: Jul 2013
Posts: 812
Hi,
as I see from couple of your posts, you often find competitive rates through hotelscombined. Do you indicate it in your claims or do you put there only the name of the final website, where the competitive offer is available?
It's very common in case of my searches that lower rates are available only if I go to third-party booking site through hotelscombined. When I enter the same third-party booking site directly (not through hotelscombined), the rate is higher and not competitive. In such case, should I explain in BRG claim that the competitive rate is available on certain booking site under condition that this site is entered through hotelscombined?
as I see from couple of your posts, you often find competitive rates through hotelscombined. Do you indicate it in your claims or do you put there only the name of the final website, where the competitive offer is available?
It's very common in case of my searches that lower rates are available only if I go to third-party booking site through hotelscombined. When I enter the same third-party booking site directly (not through hotelscombined), the rate is higher and not competitive. In such case, should I explain in BRG claim that the competitive rate is available on certain booking site under condition that this site is entered through hotelscombined?
Mar 20, 2018, 12:56 pm
#2540
Join Date: Mar 2018
Posts: 11
Can you tell me does BRG team tried to deceive me? i recieved following message from them:
Dear Mr. Sidletskiy,
Thank you for filing a Best Price Guarantee claim for your booking at the Hilton Nagoya. My name is Lisa, I will be assisting with your claim.
Because your type of reservation is categorized as Non-Refundable, the rate is unable to be modified. Instead, we are honoring the Best Price Guarantee by issuing a refund directly to you for the difference in rate of $57.09 (Please allow 7-10 business days for processing.) Your refund will be sent to the following address:
******
It's important to note that any changes or modifications to this reservation could invalidate the Best Price Guarantee and make void the discounted price. This includes but is not limited to changes in number of adults per room, room type, check in / out date, name, and terms governing 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 the opportunity to serve your future travel needs.
Best regards,
Lisa S.
Corporate Guest Relations Specialist
Why they didnt make 25% discount for me?
Thank you in advance!
Dear Mr. Sidletskiy,
Thank you for filing a Best Price Guarantee claim for your booking at the Hilton Nagoya. My name is Lisa, I will be assisting with your claim.
Because your type of reservation is categorized as Non-Refundable, the rate is unable to be modified. Instead, we are honoring the Best Price Guarantee by issuing a refund directly to you for the difference in rate of $57.09 (Please allow 7-10 business days for processing.) Your refund will be sent to the following address:
******
It's important to note that any changes or modifications to this reservation could invalidate the Best Price Guarantee and make void the discounted price. This includes but is not limited to changes in number of adults per room, room type, check in / out date, name, and terms governing 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 the opportunity to serve your future travel needs.
Best regards,
Lisa S.
Corporate Guest Relations Specialist
Why they didnt make 25% discount for me?
Thank you in advance!
Mar 20, 2018, 1:20 pm
#2541
Join Date: Nov 2013
Location: ORD
Programs: UA-Gold; 1MM
Posts: 41
Filing a legit BRG claim is a huge time waster
I booked 4 nights at a Hilton in Washington DC via Expedia.com for about $200/night. Hilton.com wanted around $300/night before tax. Identical dates, room, etc. They both allowed a cancellation provision, so I booked both, within 5 minutes of each other, and then filed my BRG claim.
First, they could not duplicate my booking on line, but it was showing a rate in between my 2 bookings so they amended my Hilton.com reservation by matching that lower rate online and applied the discount. Not acceptable. I replied with screen shots of my actual expedia.com reservation. They declined to take further action. I replied with a PDF print of my reservation, They declined again saying it doesn't show dates, room type, and payment. It not only showed all that, but also showed the second Hilton confirmation number.
Finally, after the original submission and 3 emails, they agreed and lowered the rate and applied the 25% discount.
I'll never get back that hour plus of my life they wasted.
What Hilton did is absolutely ridiculous. Hilton's operating procedure must be to deny and ask for the same information over and over again, hoping the customer just moves on.
First, they could not duplicate my booking on line, but it was showing a rate in between my 2 bookings so they amended my Hilton.com reservation by matching that lower rate online and applied the discount. Not acceptable. I replied with screen shots of my actual expedia.com reservation. They declined to take further action. I replied with a PDF print of my reservation, They declined again saying it doesn't show dates, room type, and payment. It not only showed all that, but also showed the second Hilton confirmation number.
Finally, after the original submission and 3 emails, they agreed and lowered the rate and applied the 25% discount.
I'll never get back that hour plus of my life they wasted.
What Hilton did is absolutely ridiculous. Hilton's operating procedure must be to deny and ask for the same information over and over again, hoping the customer just moves on.
Mar 20, 2018, 3:28 pm
#2542
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: 13,033
This might even result in you earning more Honors points than you are entitled to...
Mar 20, 2018, 3:30 pm
#2543
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: 13,033
In fact, by doing so you might be taking the final room available at the lowest price making it impossible for Hilton to verify the competing rate. (any proof you provide can be photo-shopped) Sorry to say, but Hilton has done nothing wrong - you have...
Mar 20, 2018, 7:51 pm
#2544
Join Date: May 2010
Location: YYC
Programs: Aeroplan, FPC Platinum, SPG/Marriott Gold, Radisson Gold Elite, BW Diamond Select
Posts: 293
Ultimately, IMO, it comes down to the quality of the BRG program. Hilton doesn't seem remotely interested, based on the various stories in this thread, in truly having a meaningful BRG. If they were they would concentrate more on the rates being charged by others as compared to their own websites and be less interested in some of the ridiculous rules and regulations that govern their program. Again IMO.
They really should be taken to task for the misrepresentations on their website that the lowest prices are found right there when, quite clearly, they often are not.
Last edited by Shenanigans; Mar 22, 2018 at 1:03 am
Mar 22, 2018, 4:56 pm
#2545
Join Date: Jun 2009
Posts: 245
That seems like a very narrow and specious definition of a "membership". I should think almost anybody can get an Amex card particularly when, I believe, some can be had for zero fee.
Ultimately, IMO, it comes down to the quality of the BRG program. Hilton doesn't seem remotely interested, based on the various stories in this thread, in truly having a meaningful BRG. If they were they would concentrate more on the rates being charged by others as compared to their own websites and be less interested in some of the ridiculous rules and regulations that govern their program. Again IMO.
They really should be taken to task for the misrepresentations on their website that the lowest prices are found right there when, quite clearly, they often are not.
Ultimately, IMO, it comes down to the quality of the BRG program. Hilton doesn't seem remotely interested, based on the various stories in this thread, in truly having a meaningful BRG. If they were they would concentrate more on the rates being charged by others as compared to their own websites and be less interested in some of the ridiculous rules and regulations that govern their program. Again IMO.
They really should be taken to task for the misrepresentations on their website that the lowest prices are found right there when, quite clearly, they often are not.
Mar 22, 2018, 4:58 pm
#2546
Join Date: Jun 2009
Posts: 245
Hi I am just wondering if anyone else has noticed but the terms appear to have changed. It used to be that as long as rate was flexible (ie it could be cancelled) then the rate could be compared to a best flexible rate. I had this confirmed with Lauren months back.
Now it appears in the last week the terms have been updated to 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)."
Previously the terms stated: "You must find a lower publicly available rate (“Lower Rate”) on a non-Hilton booking channel (except for "opaque" websites) for the Same Accommodations. "Same Accommodations" means the same room type, at the same hotel, with the same dates and length of stay, same number of guests, same designation as either cancellable or non-cancellable, same advance purchase policies, and the same terms and conditions governing the room rate."
Moreover recently all cancellable rates that are not exactly the same as Hilton is denied. Has anyone else had similar experiences and can Lauren shed any light on this?
Now it appears in the last week the terms have been updated to 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)."
Previously the terms stated: "You must find a lower publicly available rate (“Lower Rate”) on a non-Hilton booking channel (except for "opaque" websites) for the Same Accommodations. "Same Accommodations" means the same room type, at the same hotel, with the same dates and length of stay, same number of guests, same designation as either cancellable or non-cancellable, same advance purchase policies, and the same terms and conditions governing the room rate."
Moreover recently all cancellable rates that are not exactly the same as Hilton is denied. Has anyone else had similar experiences and can Lauren shed any light on this?
Last edited by marko4ever29; Mar 22, 2018 at 5:11 pm
Mar 25, 2018, 6:23 pm
#2547
Join Date: Nov 2013
Location: ORD
Programs: UA-Gold; 1MM
Posts: 41
You are most definitely NOT supposed to book the competing rate.
In fact, by doing so you might be taking the final room available at the lowest price making it impossible for Hilton to verify the competing rate. (any proof you provide can be photo-shopped) Sorry to say, but Hilton has done nothing wrong - you have...
In fact, by doing so you might be taking the final room available at the lowest price making it impossible for Hilton to verify the competing rate. (any proof you provide can be photo-shopped) Sorry to say, but Hilton has done nothing wrong - you have...
in any regard, Hilton had both reservations in its system and it still took multiple emails for them to BRG that other rate. That unnecessary back and forth is wrong, and was the waste of time about which I posted.
Mar 26, 2018, 6:29 am
#2548
Join Date: May 2016
Posts: 4
Denied for Hilton non-refundable
Long-time reader (since the 90s story about Flyertalk founder clipping AA miles coupons from cereal boxes?) - one of my first posts!
I booked a room in at the Boston Logan Airport Hilton that was non-refundable (ok, because I am staying there that night either way), and hotels.com was showing a rate that totals a few $ cheaper. Expedia and Travelocity also have the lower rate. BRG denied the claim because the 3rd party websites had refundable rates. I agree that the T&C state that the cancellation policy needs to be the same, but it also states: "Booking directly with Hilton is quick, easy and guarantees best value..." Is this a common practice for Hilton now?
I booked a room in at the Boston Logan Airport Hilton that was non-refundable (ok, because I am staying there that night either way), and hotels.com was showing a rate that totals a few $ cheaper. Expedia and Travelocity also have the lower rate. BRG denied the claim because the 3rd party websites had refundable rates. I agree that the T&C state that the cancellation policy needs to be the same, but it also states: "Booking directly with Hilton is quick, easy and guarantees best value..." Is this a common practice for Hilton now?
Mar 26, 2018, 7:29 am
#2549
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: 13,033
Long-time reader (since the 90s story about Flyertalk founder clipping AA miles coupons from cereal boxes?) - one of my first posts!
I booked a room in at the Boston Logan Airport Hilton that was non-refundable (ok, because I am staying there that night either way), and hotels.com was showing a rate that totals a few $ cheaper. Expedia and Travelocity also have the lower rate. BRG denied the claim because the 3rd party websites had refundable rates. I agree that the T&C state that the cancellation policy needs to be the same, but it also states: "Booking directly with Hilton is quick, easy and guarantees best value..." Is this a common practice for Hilton now?
I booked a room in at the Boston Logan Airport Hilton that was non-refundable (ok, because I am staying there that night either way), and hotels.com was showing a rate that totals a few $ cheaper. Expedia and Travelocity also have the lower rate. BRG denied the claim because the 3rd party websites had refundable rates. I agree that the T&C state that the cancellation policy needs to be the same, but it also states: "Booking directly with Hilton is quick, easy and guarantees best value..." Is this a common practice for Hilton now?
If so, you could actually have booked a flexible rate on hilton.com, done the BRG claim against a flexible rate, and it should have been approved. I'm still surprised at the denial though. It ought to be same or better cancellation terms at the very least...
Mar 26, 2018, 7:32 am
#2550
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: 13,033
But, by booking the lower rate, which had a cancellation provision, I could preserve that rate exists or existed. If I did not book it, that rate can disappear if someone else books it before Hilton gets around to working my BRG claim. We’re it prepaid non refundable rates, I would not double book.
in any regard, Hilton had both reservations in its system and it still took multiple emails for them to BRG that other rate. That unnecessary back and forth is wrong, and was the waste of time about which I posted.
But you say that "Hilton had both reservations in its system". No it doesn't... the franchisee owning the hotel has two reservations in its system. Hilton is only aware of a single direct booking and can only confirm any competing rate by checking itself.
If Hilton corporate was aware of all competing rates being offered, and competing rates being made more cheaply through third parties, then this entire BRG scheme wouldn't exist because they'd simply impose price parity automatically...