[ARCHIVE to 2018] Hilton Best Rate Guarantee or BRG
Jul 27, 2015, 3:39 pm
#1426
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
Just wanted to share a positive experience I had with BRG this weekend.on Saturday afternoon, I booked the Embassy Suites Niagara Fallsview for 4 nights at an average of C$268.40 (and that was after the corporate discount). Found lmtclub.com had it for an average of C$252.64 but wanted to take advantage of gold so I figured I'd throw in a BRG claim. Less than 36 hours later, on a Sunday no less, I got a positive response.
"Thank you for submitting a claim regarding Our Best Rates Guarantee for your upcoming stay at our Embassy SuitesNiagara Falls-Fallsview. I apologize for the delay in us processing this claim. I have requested for the hotel’s management team to modify the rate on your reservation to C$252.64 a night before taxes. An updated confirmation letter will be sent to you once this is done.
In addition, a $50 American Express Gift card will be mailed out 7-10 business days after you complete your stay. The gift card will be sent via FedEx, a signature is required, the card will be sent to:"
Very happy with the results!
"Thank you for submitting a claim regarding Our Best Rates Guarantee for your upcoming stay at our Embassy SuitesNiagara Falls-Fallsview. I apologize for the delay in us processing this claim. I have requested for the hotel’s management team to modify the rate on your reservation to C$252.64 a night before taxes. An updated confirmation letter will be sent to you once this is done.
In addition, a $50 American Express Gift card will be mailed out 7-10 business days after you complete your stay. The gift card will be sent via FedEx, a signature is required, the card will be sent to:"
Very happy with the results!
Jul 27, 2015, 3:40 pm
#1427
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
If I get approved for a BRG for 1 room (1 night stay in the US), and then make another reservation for a 2nd room and get approved for a BRG for the 2nd room (1 night stay, same hotel), would I get 1 or 2 $50 rewards in the mail?
Was a little confused since I saw this in the T&Cs:
6) You may only submit one claim for each stay. A “stay” means the total number of consecutive nights spent at the same hotel by the same guest or guests.
Was a little confused since I saw this in the T&Cs:
6) You may only submit one claim for each stay. A “stay” means the total number of consecutive nights spent at the same hotel by the same guest or guests.
Jul 27, 2015, 6:24 pm
#1428
Join Date: Sep 2009
Posts: 48
My BRG claim was approved and here is message from Hilton Guest Assistance:
“Thank you for submitting an Our Best Rates Guarantee claim for your upcoming stay at our Hampton Inn Warsaw City Centre, Poland. I have reviewed your reservation and adjusted the rate to 186.18 PLN per night (before tax). In addition, we have adjusted your total rate by 188.00 PLN the equivalent of $50 to make your new rate 0 PLN per night.”
Nevertheless my reservation still shows initial price 221 PLN.
Should this price be corrected in advance? If no, how this price will be corrected upon check-in?
“Thank you for submitting an Our Best Rates Guarantee claim for your upcoming stay at our Hampton Inn Warsaw City Centre, Poland. I have reviewed your reservation and adjusted the rate to 186.18 PLN per night (before tax). In addition, we have adjusted your total rate by 188.00 PLN the equivalent of $50 to make your new rate 0 PLN per night.”
Nevertheless my reservation still shows initial price 221 PLN.
Should this price be corrected in advance? If no, how this price will be corrected upon check-in?
Jul 27, 2015, 11:07 pm
#1429
Join Date: Oct 2013
Location: Copenhagen, Denmark
Programs: Mainly Hilton Hhonors, SAS Eurobonus
Posts: 1,981
My BRG claim was approved and here is message from Hilton Guest Assistance:
“Thank you for submitting an Our Best Rates Guarantee claim for your upcoming stay at our Hampton Inn Warsaw City Centre, Poland. I have reviewed your reservation and adjusted the rate to 186.18 PLN per night (before tax). In addition, we have adjusted your total rate by 188.00 PLN the equivalent of $50 to make your new rate 0 PLN per night.”
Nevertheless my reservation still shows initial price 221 PLN.
Should this price be corrected in advance? If no, how this price will be corrected upon check-in?
“Thank you for submitting an Our Best Rates Guarantee claim for your upcoming stay at our Hampton Inn Warsaw City Centre, Poland. I have reviewed your reservation and adjusted the rate to 186.18 PLN per night (before tax). In addition, we have adjusted your total rate by 188.00 PLN the equivalent of $50 to make your new rate 0 PLN per night.”
Nevertheless my reservation still shows initial price 221 PLN.
Should this price be corrected in advance? If no, how this price will be corrected upon check-in?
And my reservation showing on my hhonors account also changed to the new price at the same time.
Jul 28, 2015, 3:42 am
#1430
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
Mine got adjusted and I got an email stating that too!
Jul 28, 2015, 3:14 pm
#1431
Join Date: Jul 2015
Posts: 6
I guess I'm an absolute winner ... NOT. I submitted two claims on 22nd of July and one on 23rd. I received notification from Hilton on all three BRG claims. And that was it. After waiting for 5 (sic!) days without any response I complained to their customer service only to be told one day later again that my third BRG claim was denied because they could not verify a lower rate. Obviously they would not be able to if they respond 6 days after the claim was submitted! Still no mention what the outcome is for my first two claims. So it's day 7 now officially and still counting! Hilton's BRG is a farce now. Sad but true.
Jul 28, 2015, 6:35 pm
#1432
Join Date: Sep 2009
Posts: 48
"Thank you for your correspondence. It appears that your reservation is International and an Advance Purchase. Therefore, the hotel will modify the reservation at the time of check in."
Jul 29, 2015, 12:51 am
#1433
Join Date: Oct 2013
Location: Copenhagen, Denmark
Programs: Mainly Hilton Hhonors, SAS Eurobonus
Posts: 1,981
My reservation is for Europe. It is noncancellable, nonrefundable but not Advance Purchase.
It's an Early Saver rate.
So it seems that you'll have to be on your toes at check-in and check that the price is right on the piece of paper you have to sign upon check-in.
And I would print out the email from Hilton stating the new rate - just in case.
It's an Early Saver rate.
So it seems that you'll have to be on your toes at check-in and check that the price is right on the piece of paper you have to sign upon check-in.
And I would print out the email from Hilton stating the new rate - just in case.
Jul 29, 2015, 11:21 am
#1434
Company Representative - Honors by Hilton
Join Date: Aug 2009
Programs: Hilton Honors
Posts: 1,516
I guess I'm an absolute winner ... NOT. I submitted two claims on 22nd of July and one on 23rd. I received notification from Hilton on all three BRG claims. And that was it. After waiting for 5 (sic!) days without any response I complained to their customer service only to be told one day later again that my third BRG claim was denied because they could not verify a lower rate. Obviously they would not be able to if they respond 6 days after the claim was submitted! Still no mention what the outcome is for my first two claims. So it's day 7 now officially and still counting! Hilton's BRG is a farce now. Sad but true.
If you still haven’t heard back on your two BRG claims, please send me a PM with your reservation and claim numbers.
I’m more than happy to investigate!
Best,
Ashleigh
Jul 30, 2015, 12:21 pm
#1435
Join Date: Apr 2010
Programs: QR Gold, EK Gold, HH Diamond
Posts: 23
Will they match otel.com rates? I am hesitating to book a non refundable rate on Hilton and send a claim for this if they do not match it. I better book it on otel.com in the first place.
Jul 31, 2015, 11:33 am
#1436
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
Hampton Inn New Orleans Downtown/French Quarter,
3 nights over Labor Day weekend (Southern Decadence). Hotel is very well reviewed, in a great location.
I actually already have a Spring Hill Suites Convention Center via Marriott's BRG (aka Look No Further) for $274ai for 3 night stay, also decent reviews but much farther from French Quarter--so may still stay there but I wanted to share this success here:
Hilton.com rate: $249
One Travel and Booking.com rate: $114
Confirmed for $114 rate with a $50 AMEX card after staying.
3 nights over Labor Day weekend (Southern Decadence). Hotel is very well reviewed, in a great location.
I actually already have a Spring Hill Suites Convention Center via Marriott's BRG (aka Look No Further) for $274ai for 3 night stay, also decent reviews but much farther from French Quarter--so may still stay there but I wanted to share this success here:
Hilton.com rate: $249
One Travel and Booking.com rate: $114
Confirmed for $114 rate with a $50 AMEX card after staying.
Jul 31, 2015, 2:30 pm
#1437
Join Date: Jul 2015
Posts: 6
The problem now is that Hilton representatives finally replied to my claims and rejected them on the grounds of not being able to verify lower rates. Of course not if you reply one week after it was actually submitted! Why should I care what rate it is on 29th of July if mine was sent on 22nd? I sent final screenshots as evidence (even though agents never bothered to ask for them) and guess what? It's day 3 or 4 now without reply again. Seems that one week waiting time is a new standard of customer service in Hilton these days.
Aug 2, 2015, 12:32 am
#1438
Join Date: Aug 2012
Location: UK
Programs: HHonors Diamond
Posts: 261
Does anyone have experience in making a Hilton Best Rate Guarantee claim against.... Hilton?
Imagine you booked an advanced purchase rate (non-refundable) a few months out, then the week before your stay you checked the (non-refundable) rates and they were cheaper - e.g. due to a sale - than what you paid.
Would Hilton match the lower rates if you put in a BRG?
From the BRG FAQ, it seems they may, although you wouldn't get the $50 credit for the claim:
Will my claim be valid if I find a lower price available on an official Hilton Worldwide web site?
No, but we would be happy to adjust your reservation to the lower price available on the Hilton web site on the same the terms that apply to the lower price.
Imagine you booked an advanced purchase rate (non-refundable) a few months out, then the week before your stay you checked the (non-refundable) rates and they were cheaper - e.g. due to a sale - than what you paid.
Would Hilton match the lower rates if you put in a BRG?
From the BRG FAQ, it seems they may, although you wouldn't get the $50 credit for the claim:
Will my claim be valid if I find a lower price available on an official Hilton Worldwide web site?
No, but we would be happy to adjust your reservation to the lower price available on the Hilton web site on the same the terms that apply to the lower price.
Aug 2, 2015, 5:43 am
#1439
Join Date: Jul 1999
Location: Land of 10,000 Upgrades
Posts: 9,465
You do realize that BRG claims have to be filed within 24 hours of the initial booking?
