Hilton HHonors Best Rate Guarantee Program Case: Hilton Molino Stucky Venice

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When I was researching options for a stay in Venice last week, I came to the conclusion that all the hotel prices were throughout the roof. Mid-June is not very good time to visit the city, if price is a consideration.

Hilton Best Rate Guarantee Hilton Molino Stucky Venice Best Rate Guarantee Logo

The Hilton there that has a somewhat inconvenient location had a summer sale price and was priced roughly at 303 euros including breakfast. I found a third party site that was selling the same room type for 270.98.

You can access Hilton’s web page for their Best Rate Guarantee here.

Hilton.com price:

Hilton Best Rate Guarantee Hilton Molino Stucky Venice Hilton Price

Third party price:

Hilton Best Rate Guarantee Hilton Molino Stucky Venice Third Party Price

When I research third party prices for chain hotels, I tend to use Trivago, HotelsCombined and Kayak. These sites aggregate pricing information from various websites. The third party site that I found for this claim came from HotelsCombined.

Hilton Best Rate Guarantee Hilton Molino Stucky Venice Best Rate Guarantee Confirmation

So, I shoot the Best Rate Guarantee claim to Hilton and received the confirmation email that the claim had been received.

Hilton Best Rate Guarantee Hilton Molino Stucky Venice Best Rate Guarantee Response

It took 25 hours for Hilton to process and approve the claim. They had not used the correct rate, however, and I sent them a screenshot of the rate on the third party site that was still 10 euros less.

Hilton Best Rate Guarantee Hilton Molino Stucky Venice Best Rate Guarantee Response Second

It took Hilton another 66 hours to get back to me and approve the third party rate correctly.

Conclusion

The Hilton Best Price Guarantee program is not well thought out (probably on purpose) and doesn’t support their claim that you can “always” find the lowest prices on Hilton branded websites because your claim is more often shot down than approved for whatever reason.

The icing on the cake on this case was that the property refused to honor the claim that Hilton’s Best Rate Guarantee team had approved. This is probably going to be another Compensation Clinic case in few months time after the issue has been resolved with Hilton’s Guest Assistance. Stay tuned!

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