- Oct 19, 2011
I would encourage you to stick with it. A site as big as Booking.com or Hotels.com are slam-dunks. I've had a pretty good strike-rate with Hilton.I also got fobbed off yesterday when submitting a claim. One worthless excuse after another, none of which were valid from my point-of-view:
- AMEX Travel - apparently a membership site requiring login (they sent me a screenshot of the amex account login screen) so invalid for claim - I replied with screenshots showing the flow all the way to payment/booking without requiring any login, including the prompt option which says "Continue without login".
- I then also found a slightly cheaper price on agoda.com and booking.com, so screenshots from there were also submitted. I was told that these prices didn't include tax so wouldn't be valid. I replied with cropped screenshots clearly showing "Final price including tax - no surprises!" messages from all three sites.
- Next reply stated "Unfortunately Hilton considers Travel American Express is a membership site and invalid for this program" again. They then said "Since your claim was submitted with this another website can't be given because your first option was denied. Only one claim is allowed per confirmation number."
As others have said, what a farce! I booked a non-refundable rate too, now the saving compared to AMEX Travel wouldn't have been much at just over CA$16 (however the 25% from Hilton would have been very welcome!), but it's the principle that bothers me. The "Honors" rate is advertised as discounted from the public rate, when in actual fact it's still more expensive. The promises that you'll always get the best rate booking directly on the Hilton website are blatantly false.
What a good way to piss off customers before they even arrive! But I suppose I'll just have to get over myself!
But you do need to remember to cancel the flexible booking as soon as the first attempt is denied, re-book and try again with a different site.
Also, I've had on a couple of occasions now them incorrectly calculate the revised rate - so make sure you check it if they do approve your claim. I just write back with the correct figure and both times they've corrected it immediately.