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Hilton Best Rate Guarantee

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trippin_the_rift

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The basics of Hilton Best Rate Guarantee (BRG):

  • Hilton offers the guarantee to give the perception that hilton.com is always the cheapest place to book your hilton chain reservations. The type of people that care about this are the types that would otherwise look at other websites (and generally don't have hotel status). In almost all cases - booking through the hilton website is cheaper than other websites and travel agents.
  • Hilton has an internal policy that their website MUST be the cheapest place to book that room anywhere on the internet. When you submit a BRG - hilton gets value from knowing which sites are cheaper. In some cases, they may penalise the OTA website for being cheaper than hilton direct, however this is generally not the case.



Submitting a BRG claim with Hilton:
Your reserved room needs to qualify under the terms to begin with. So it must:-

  • Be booked directly with hilton.com
  • No promotional or corporate codes used
  • No AAA/GOV rates
  • Not using entertainment books, clubs or association deals

Note: Even if the rate you are paying through a code/offer is higher cost than standard non code/offer rates, your booking will not qualify for BRG.

Your reservation must be a standard booking as if you went to hilton.com, didn't tick any special boxes and confirmed a room.
Your reservation can be advance purchase or flexible to qualify for BRG.



For best results the room you find on another website should be an identical 100% match.

  • Identical room name (If your hilton room is "King Deluxe View" and Expedia has a "King Deluxe Floor" - this does not qualify).
  • Identical inclusions (if Expedia includes breakfast and yours doesn't - even if Expedia is cheaper - its NOT the same and does not qualify).
  • Identical currency (Looking for a better price on Expedia UK is useless for an AUD reservation).


Outcome of BRG:

  • Hilton will review your request to see if it meets their internal criteria. Your request will likely be declined if it does not meet the strict criteria set out.
  • If approved - your room rate will be adjusted to reflect the lower rate you found. If the reservation is in USA/Canada/Mexico you will also receive a USD $50 AMEX gift cheque. Otherwise you'll receive USD $50 room credit for that reservation applied on check out and can be used against room charges.
  • If approved - you don't receive any tangible benefits until after check out/account is settled.

Overview of Hilton Best Rate Guarantee: Our Best Rates Guarantee
Submit a Claim: Our Best Rates Guarantee Claim Form


If I've left out anything let me know!
 
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Daver6

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My experience is the currency doesn't need to be identical.

I had success with a booking for the Conrad HK in HKD. I found a cheaper rate on qantas.com in AUD. The difference was large enough to not just be currency conversion differences. Ie, something like $40 AUD per night.
 

JohnJa

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I tried the best rate guarantee yesterday. Booked at Parmelia Hilton Perth for $189, but found a rate on lastminute.com.au for the same room and conditions at $149.
The claim was rejected as it's no longer available on lastminute. On checking this, every other day is still $149, but the day I wanted has been increased to $189. The cynic in me suspects that Hilton had something to do with the increase - anyone else had a similar experience?
 

hydrabyss

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I think of it like an amusement park game.There are so many things not in your favour I dont bother trying anymore.
 

Buzzard

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Re: How do Hilton treat you as an Elite?

You're better off using the Best Rate Guarantee - call Hilton with the third party rate and they should match.
Just used the guarantee and the $323 room now confirmed at $232 with a price match and US$50 off.
FYI Expedia was same price as Hilton, the lower rate was on Booking.com
 
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Re: How do Hilton treat you as an Elite?

Just used the guarantee and the $323 room now confirmed at $232 with a price match and US$50 off.
FYI Expedia was same price as Hilton, the lower rate was on Booking.com
So how does the Best Price Guarantee work? Do Hilton actually have to see the price online you are questioning? Do you email them a clip of a quote? What is procedure you go through pls?
 

Daver6

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Re: How do Hilton treat you as an Elite?

So how does the Best Price Guarantee work? Do Hilton actually have to see the price online you are questioning? Do you email them a clip of a quote? What is procedure you go through pls?
I've used it once. Booked through Hilton and then just submitted the relevant form online. I think needs to be done within 24 hours. Obviously needs to be for the same room type and conditions etc.

Otherwise I'd imagine calling up to book?
 
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Re: How do Hilton treat you as an Elite?

OK so I have booked Hilton Singapore for 1 night Feb 2 through Agoda - non-refundable for AUD307.15 (USD249.35) at time of booking.

I cannot get Hilton site to accept my AAA number but MVP rate is SD380.17 AUD349.76)

So IF Agoda rate was refundable or if I contact Hilton direct prior to booking they will / should match / beat this rate?

Oh and I am Diamond so please don't tell me this is OT - and after all my surname is Elite!
 

Buzzard

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Re: How do Hilton treat you as an Elite?

So how does the Best Price Guarantee work? Do Hilton actually have to see the price online you are questioning? Do you email them a clip of a quote? What is procedure you go through pls?
On the Hilton site there is a Price Guarantee link. Click on the link and fill in the form, basically you tell them where you saw the cheaper rate and how much it was. In the comments section I mention that I have a screen capture (not sure that it does anything though). Within 24 hrs or so I got a reply confining the lower rate and a new booking confirmation at the lower rate. I print this new confirmation and take it with me just in case. So far have done the price match twice without any problems. Just be certain that you are comparing the same room with the same conditions eg non refundable.
PM me if I can be of more assistance to you.
 
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Buzzard

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Re: How do Hilton treat you as an Elite?

OK so I have booked Hilton Singapore for 1 night Feb 2 through Agoda - non-refundable for AUD307.15 (USD249.35) at time of booking.

I cannot get Hilton site to accept my AAA number but MVP rate is SD380.17 AUD349.76)

So IF Agoda rate was refundable or if I contact Hilton direct prior to booking they will / should match / beat this rate?

Oh and I am Diamond so please don't tell me this is OT - and after all my surname is Elite!
Previous reply before I read this post.
You must book the room on the Hilton site and find the same room, same conditions on a third party site within 24hrs and Hilton will match the rate plus give you an additional US$50 off.
 
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Thanks Buzzard - that is fantastic info - I will certainly try that at Hilton SIN next trip - last 2 bookings I have made there have been through Trivago and Agoda - extra USD50 off real sweetener.
 

Buzzard

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When I did my price match this week, Expedia was the same price as Hilton. It was Booking.com that was cheaper. It might be worth checking the 3rd party site first because one room type might be cheaper whilst another room type may not.
You then need to book the correct room ;)
 
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Re: How do Hilton treat you as an Elite?

You must book the room on the Hilton site and find the same room, same conditions on a third party site within 24hrs and Hilton will match the rate plus give you an additional US$50 off.
OK got that and all clear.

Now has anybody ever made multiple bookings for consecutive night stays and tried BRG? By which I mean stay 4 nts - but separate booking through 3rd party for each individual nt - claim best rate gurantee for each booking and receive the matched rate PLUS the USD50 additional discount? Or am I dreamin'?
 
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Re: How do Hilton treat you as an Elite?

Now has anybody ever made multiple bookings for consecutive night stays and tried BRG? By which I mean stay 4 nts - claim best rate gurantee for each booking and receive the matched rate PLUS the USD50 additional discount? Or am I dreamin'?
Looks like I was dreamin':

Stay.JPG

I thought I was onto something here too - but I did find Ctrip CNY50 cheaper for 1 night stay so have submitted a claim - Ctrip are advertising 5% discount for first booking using their app so i'll use that for second night.
 

robd

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Re: How do Hilton treat you as an Elite?

Sorry to be a bit OT, but does anyone know if the MVP rate is still available? I can't find the web page.

** Scrap that. I found it.
 

Yoz

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Re: How do Hilton treat you as an Elite?

On the Hilton site there is a Price Guarantee link. Click on the link and fill in the form, basically you tell them where you saw the cheaper rate and how much it was. In the comments section I mention that I have a screen capture (not sure that it does anything though). Within 24 hrs or so I got a reply confining the lower rate and a new booking confirmation at the lower rate. I print this new confirmation and take it with me just in case. So far have done the price match twice without any problems. Just be certain that you are comparing the same room with the same conditions eg non refundable.
PM me if I can be of more assistance to you.
I've always taken screenshots just as proof and asked where they want them emailed.

If you want to make your life easier just be sure to make sure that your comparisons are in the same currency and always inclusive/exclusive of taxes. In the past I've had them try to decline a best rate guarantee because the rate on the Hilton website was cheaper (but exclusive of tax) which was a hassle. Ended up on the phone to an American girl who I had to guide to the two pages so she could compare them herself to make sure they were bookable.

I'm attempting a second claim right now with the cheaper rate found through CTrip (great for China) if that helps anyone :)

Also, just in case anyone cares, if you book a non-refundable rate with payment upfront they may pay you out in cash.

Last time I did it they handed me a wad of RMB/CNY on check-out. Was pretty nice of them to hold their end of the bargain considering it was a two or three night stay at a $70/night hotel in China. I think it went down from about $70 to $45 when taking into account the reduced price AND the additional $50 USD. Not too shabby!
 

Yoz

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Re: How do Hilton treat you as an Elite?

I'm attempting a second claim right now with the cheaper rate found through CTrip (great for China) if that helps anyone :)
Interesting. So I think I accidentally submitted the 'best-rate guarantee' twice because I got the following:

Upon Booking: Email confirming 691.60 RMB/night (rack rate)
36 Hrs Later: Email confirming 645.00 RMB/night (CTrip rate)
One Minute Later: Email confirming 322.00 RMB/night (CTrip rate less $50 PER NIGHT)
12 Hours Later: Email informing me that Ctrip is not available for the best price guarantee because it requires a voucher at check-in (this is a language issue) and the rate/booking are not confirmed immediately (which is the same for EVERY third-party website... Agoda, Expedia, HotelClub, Ctrip)

Do I email this dude back and let him know it's already been processed? Or will he revoke the best-rate-guarantee?

Otherwise I can hope they honour it at check-in/check-out but I've pre-paid so I'd need the Doubletree Guangzhou to cash-back about 1000 RMB at this rate.
 
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