[ARCHIVE to 2018] Hilton Best Rate Guarantee or BRG
Apr 22, 2012, 5:57 pm
#931
Join Date: Aug 2011
Programs: Hilton Honors Diamond, IHG Spire, Marriott Titanium, Wyndham Diamond, Caesar's Diamond
Posts: 536
Finally got the $50 gift card, as well as an $80 check, which I assume was intended to cover the rate adjustment. The math doesn't work, but it seems to me I came out ahead. I'll consider it compensation for having to chase the refund. All's well that ends well, I suppose.
Apr 23, 2012, 1:50 am
#932
FlyerTalk Evangelist
Join Date: Aug 2010
Location: CPH
Programs: UAMP S, TK M&S E (*G), Marriott LTP, IHG P, SK EBG
Posts: 11,095
I got one of my claims approved, the funny thing is that instead of adjusting $50 at check-out, they adjust the rate instead which is perfectly fine by me.
Apr 25, 2012, 4:07 pm
#933
FlyerTalk Evangelist
Join Date: Aug 2010
Location: CPH
Programs: UAMP S, TK M&S E (*G), Marriott LTP, IHG P, SK EBG
Posts: 11,095
Anyone has tried successfully get USD 50 credited at checked out on approved BRG?
Thanks in advance!
Thanks in advance!
Apr 26, 2012, 11:17 am
#934
Used to be highman123
Join Date: Jul 2011
Posts: 3,541
So I did not expect much from Hilton BRG. But this is even more ridiculous than I thought...
Thank you for taking the time to submit a claim form regarding Our Best Rates Guaranteed. We have reviewed your reservation and the information found on www.onhotels.com.
The rates quoted on www.onhotels.com are considered wholesale/FIT, pre-paid rates which may include a voucher. This type of booking is specifically excluded from our Best Rates Guarantee. As a result, we are unable to validate your claim.
Thank you for taking the time to submit a claim form regarding Our Best Rates Guaranteed. We have reviewed your reservation and the information found on www.onhotels.com.
The rates quoted on www.onhotels.com are considered wholesale/FIT, pre-paid rates which may include a voucher. This type of booking is specifically excluded from our Best Rates Guarantee. As a result, we are unable to validate your claim.
Apr 26, 2012, 12:36 pm
#935
FlyerTalk Evangelist
Join Date: Aug 2010
Location: CPH
Programs: UAMP S, TK M&S E (*G), Marriott LTP, IHG P, SK EBG
Posts: 11,095
Wow, they are worse than IHG now. I got a BRG for a Holiday Inn recently, and it's completely free rather than USD 50 off!
Apr 27, 2012, 5:48 pm
#936
Suspended
Join Date: Jul 2005
Location: Thailand
Programs: Marriott - P; HH - G; Hyatt - P; Avis - LT First
Posts: 5,023
........no reply after 72-hours, nor any reply from Director of GS nor any of her 3-associates who were prompted that the 24-hour (false advertising) period had come and gone (and the website used for the BRG still showing significant difference to Hilton.com). Looks like it's time to choose Marriott, again!
I submitted my claim at 7pm (US Central time) on a Thursday, heard back late Sunday night. So apparently 72 "human hours"=24 "Hilton hours". Every time I've had valid BRG claims with Hilton I've been rejected, this time it was a bit iffy, and of course it was accepted! Which is of course the definition of a horrible BRG program....
Last edited by BKKLEE; Apr 29, 2012 at 1:52 am
May 2, 2012, 6:32 pm
#937
Join Date: Sep 2003
Location: MSP
Programs: DL PlatMM, BA and Alaska Emerald, HHonors DIA, Accor, Marriott Titanium, IHG Plat Amb, UA Silver, AA
Posts: 4,516
So after about 8 emails to Hilton BRG, the Cape Town managers got involved and then I got the refund. Plus several more emails because the points never credited. Ridiculous!
May 3, 2012, 12:28 am
#938
Suspended
Join Date: Jul 2005
Location: Thailand
Programs: Marriott - P; HH - G; Hyatt - P; Avis - LT First
Posts: 5,023
FTC complaint filed
.............moved.........
Last edited by BKKLEE; May 3, 2012 at 5:58 pm
May 4, 2012, 12:21 pm
#939
FlyerTalk Evangelist
Join Date: Aug 2010
Location: CPH
Programs: UAMP S, TK M&S E (*G), Marriott LTP, IHG P, SK EBG
Posts: 11,095
The Hilton Cape Town City Centre refused to credit me the $50. Said they'd never heard of such a thing!
So after about 8 emails to Hilton BRG, the Cape Town managers got involved and then I got the refund. Plus several more emails because the points never credited. Ridiculous!
So after about 8 emails to Hilton BRG, the Cape Town managers got involved and then I got the refund. Plus several more emails because the points never credited. Ridiculous!
I actually wrote to the one who approved my BRG and she said that the hotel is already advised that there will be a USD 50 (EUR 37.99) credit at check out.
The good thing is that I have her word and e-mail, and she does seem to reply.
May 4, 2012, 6:06 pm
#940
Join Date: Sep 2003
Location: MSP
Programs: DL PlatMM, BA and Alaska Emerald, HHonors DIA, Accor, Marriott Titanium, IHG Plat Amb, UA Silver, AA
Posts: 4,516
Wow, that's pretty bad. I guess I might have to contact the hotel directly to arrange that USD 50 credit thing.
I actually wrote to the one who approved my BRG and she said that the hotel is already advised that there will be a USD 50 (EUR 37.99) credit at check out.
The good thing is that I have her word and e-mail, and she does seem to reply.
I actually wrote to the one who approved my BRG and she said that the hotel is already advised that there will be a USD 50 (EUR 37.99) credit at check out.
The good thing is that I have her word and e-mail, and she does seem to reply.
So surprised they matched the rate in the BRG. Not surprised hotels have never heard of it--since of course, nobody ever gets a successful BRG!
May 9, 2012, 2:24 pm
#941
Join Date: Feb 2007
Location: Seattle
Programs: AA 2MM
Posts: 260
Worked for me
I submitted a BRG yesterday and got a reply within 12 hours saying it was accepted, so the program does in fact work. 
May 9, 2012, 9:01 pm
#942
Suspended
Join Date: Jan 2012
Location: ヒルトン大阪
Programs: ゴールデングローブ
Posts: 1,982
Hilton BRG? That's a scam!
I found a rate of 58 $ for the Hilton Garden Inn Rockford, NJ. My claim got approved within a few hours.
It then turned out that we need to be in the same area a couple of days later. Logically, I filled a new claim for the new stay. This time, my claim was not answer within a few hours. It took over night. And surprise, surprise, the rate was adjusted on Expedia.com from 58 $ to 78 $. Needless to say that Hilton did "not find the lower rate" and denied the claim
I found a rate of 58 $ for the Hilton Garden Inn Rockford, NJ. My claim got approved within a few hours.
It then turned out that we need to be in the same area a couple of days later. Logically, I filled a new claim for the new stay. This time, my claim was not answer within a few hours. It took over night. And surprise, surprise, the rate was adjusted on Expedia.com from 58 $ to 78 $. Needless to say that Hilton did "not find the lower rate" and denied the claim
May 9, 2012, 9:14 pm
#943
FlyerTalk Evangelist
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, MR LTT, HH Dia, Amex Plat
Posts: 32,090
May 25, 2012, 9:31 am
#944
Join Date: Mar 2012
Posts: 940
Questions
Hi, guys, I'm new here, and have some questions. If I reserve a cancellable rate up to 4pm on the day of arrival on hilton.com and found a cancellable rate up to 3 days before arrival on other websites, will my claim be approved? Has anyone has any experience on that? Thanks
May 26, 2012, 11:34 am
#945
Join Date: Dec 2011
Posts: 342
Received a denial the other day which included a screenshot from the BRG staff member, which included the time on her desktop clock in Texas: 1:18a.m. I was quite surprised as I assumed the BRG desk was a strictly business hours affair.