PSA: hotels.com systematically denying price guarantee claims?
 

I've had two legitimate price guarantee claims denied by hotels.com in the past month. The reasons given are strange: either the agents can't access the competitor's website (which works fine for me) or they vaguely cite the ToCs, which don't preclude the lower rate I found. Huca doesn't work and two separate managers told me to simply cancel and book through the competitor. Has anyone else experienced this?

Without any further information, it's hard to conclude that your two denials mean anything systematic. It may be that you disagree on interpretation of the T&C's.

If you search the forum, you'll see someone makes this same complaint every few years.
For example https://www.flyertalk.com/forum/onli...rantee-bs.html

https://www.flyertalk.com/forum/onli...-illusion.html

https://www.flyertalk.com/forum/onli...guarantee.html

I routinely see hotel rates cheaper on sites other than hotels.com, often even figuring in the 10% discount hotels.com gives you with their free nights. In that case I always book with the competitor, it is just not worth the hassle dealing with their "guarantee".

Agreed, which is why I was seeking input from others to see if my experience was unique. Thank you for the links as I think they confirm for me something is broken about their price guarantee process. FWIW multiple agents I spoke with initially said it was a disagreement over T&Cs, but when asked to read them to me they eventually agreed my claim was valid. They just couldn't confirm it "in real time."

After my recent experience, I think this will also be my approach.

homegrown27 welcome to Flyertalk.

Please follow the redirect as we relocate your query.

~beckoa, co-moderator Information Desk

While I don't have any specific experience with Hotels.com, this is fairly standard practice for any sort of "Best Rate Guarantee". Most times it's more of a hassle than it's worth.

Back when IHG and Choice both gave you a free stay when you found a better rate on a competitor's website, many times they would quote their (somewhat vague) TOCs to deny claims. Several times they also mysteriously couldn't find the rate on the competitor's website, or even worse changed the rate on the competitor's website before getting back to me on my claim. I was successful a few times, but unsuccessful far more times.

I won't go so far as to call it a scam, but it's definitely shady.