Inconsistent and misleading pricing - app and website

[Daver6]

Hi all,

I need to book a few nights in Melbourne at the Hilton. Did my research on the web by going directly to the HSW website. The HH discount rates comes in at $423 per night.

Then I remembered if I book via the app I'll get triple points. So exact same dates, same room same discount rates. Using the app it lists both Melbourne properties showing HSW from $417 per night. Clicking through to the HSW there are no options for $417/night and the same room mentioned in the above paragraph is $445/night. No wonder they want you to use the app instead.

So checked back on the computer and still the cheaper rate. Then I go to the HH website, select Melbourne. Where it lists both Melbourne properties it says rooms from $397. Click through but the cheapest option is the same is the original at $423/night.

So I see two issues here. Pricing discrepancy between the app and the website and secondly baiting with a lower price that isn't ever available. I was under the impression that this is NOT legal in Australia?

Secondly, can I book via the app and then apply for a BRG with the cheaper rate on the website?

If anyone wants to see what I'm talking about, the dates in question are 8 - 11 December.

Curious to hear peoples thought on this?

 

[Daver6]

Ok, well I have the answer to the discrepancy between the app and the website. I contacted the HH social media team on Twitter who were useless. They agreed the rate should be the same. The told me to call reservations.

Having done so, they explained that the app shows the rate for the first night while the website shows the average rate over all nights.

 

[Deleted member 29185]

Still a discrepancy they need to address. Whichever they decide to display should be consistent.

I've also noticed the "baiting" prices and although they probably get around the legalities by having one room at some point for that price they seem to continue to advertise that price, even after the room is sold. VA does the same thing IMHO. They're useless at functionality of the website yet they seem to be able to store your search results and then shortly later send an email with a good rate for the city you searched previously, yet when you click on the link, there is absolutely no mention of that city in any of the fares displayed and further searches turn up nothing of interest! :shock: I can not work out the value to them of doing that. All it does is piss people off.

 

[Daver6]

Surely the room at that price needs to be available at the moment they display the rate. Not there was one room at that rate 6 months ago kind of thing?

 

[CJEMNMAC]

Interesting...

Different scenario but I booked a Sat night in Doubletree cairns.. Price was $219..

2 weeks later I checked ( thanks to changeable / refundable ) and same room was $190.00.. So I booked it and cancelled the $219..

Yesterday I checked and the same room is $180.00.. So I booked it and cancelled the $190 ......

The app price was still at the $190 but the website was $180.00... I cannot replicate it again now, but it seems a little inconsistent...

 

[nightelves]

Wouldn't it have cost you more to book a refundable rate in the first place and re-booking for a lower price?

 

[CJEMNMAC]

Wouldn't it have cost you more to book a refundable rate in the first place and re-booking for a lower price?

My comments were really directed at the inconsistency of the website vs the app.. I kept booking the refundable rate down from $219 to $180.00


With regard to the cost.. I will pay $180.00 for the room and spend $120.00 on food and drink for $300 total and receive my $150 amex credit.

So I will pay $150.00 for a decent room and all my food an drink covered..


The same room pre purchase was about $120.00...

 

[Deleted member 29185]

Wouldn't it have cost you more to book a refundable rate in the first place and re-booking for a lower price?

Not necessarily. It depends on the rate type. I've also noticed with CNS of late that it pays to keep an eye on the rates as they do regularly drop.

 

[HTG2016]

Interesting...

Different scenario but I booked a Sat night in Doubletree cairns.. Price was $219..

2 weeks later I checked ( thanks to changeable / refundable ) and same room was $190.00.. So I booked it and cancelled the $219..

Yesterday I checked and the same room is $180.00.. So I booked it and cancelled the $190 ......

The app price was still at the $190 but the website was $180.00... I cannot replicate it again now, but it seems a little inconsistent...

DO Hilto have BRG Policy when we call reservation and they will lock in the new better rate ?? I think SPG or Hotels have this feature where if you found a better rate somewhere else they will refund the different and give you some extra benefit , better than keep cancelling the booking and book again .

 

[Deleted member 29185]

DO Hilto have BRG Policy when we call reservation and they will lock in the new better rate ?? I think SPG or Hotels have this feature where if you found a better rate somewhere else they will refund the different and give you some extra benefit , better than keep cancelling the booking and book again .

Yes they do, but a BRG is not a "forever" guarantee. It has to be at the same time of booking AFAIK.

 

[jackthomas]

Interesting... I have used the app for booking 99% of the time for the last year or so as I find it much easier and less clunky than the shocking website. Never noticed pricing changes. I have seen the "from" price been lower than the cost that appears however, usually the cheaper rate is hidden in the packages section.

 

[Daver6]

Yes they do, but a BRG is not a "forever" guarantee. It has to be at the same time of booking AFAIK.

I've had to confirmed from HH social media team that the BRG does NOT apply to a better rate through an official Hilton channel. Ie, if you book via the Hilton website and within 24 hours they drop the price, you can't price match from the Hilton website.

Interesting... I have used the app for booking 99% of the time for the last year or so as I find it much easier and less clunky than the shocking website. Never noticed pricing changes. I have seen the "from" price been lower than the cost that appears however, usually the cheaper rate is hidden in the packages section.

Adjust the filter to include accessible rooms. Those are usually the hidden cheapest option.

 

[Deleted member 29185]

I've had to confirmed from HH social media team that the BRG does NOT apply to a better rate through an official Hilton channel. Ie, if you book via the Hilton website and within 24 hours they drop the price, you can't price match from the Hilton website.

I've been successful with that previously. Only once and a number of years ago.

 

[JohnK]

All it does is piss people off.

And yet they continue to send them. Agoda, IHG, Hotels, Hilton etc all the same. Never ending emails from previous searches.

"Still want to go to Chiang Mai?"

End up booking 4-5 nights in Chiang Mai and then get new email.

"Check out these great deals for hotels in Chiang Mai." Seriously?