Hilton Best Price Guarantee Program: Case Hilton Helsinki Strand

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Hilton, like any other hotel chain, claims to have lowest price on their branded website and back this promise with their Best Price Guarantee-program.

Hilton Best Rate Guarantee

If you find a lower price on a third party website within 24 hours of having made a confirmed reservation on Hilton channel, you can file for the Best Price Guarantee program and hope for the best.

You can access Hilton’s web page for Best Price Guarantee-program here.

READ MORE: Hilton Honors Rate & Bonus Points And Miles Promotions

Hilton had huge issues earlier in the year with their Best Price Guarantee program with lost claims (they claimed never having received them) and I decided to check what is the current status.

Hilton Helsinki Strand (Hilton.com):

Hilton Helsinki Strand

Hilton Helsinki Strand (Hilton.com 3rd party):

Hilton Helsinki Strand 3rd Party

Clear that the third party website is selling exactly the same room for significantly less than the Hilton itself on their own website.

Filing the claim:

Filed the claim for the booking on the Hilton’s website.

Confirmation:

Hilton Helsinki BRG Step 3 Confirmation

The problem is that you don’t get any email confirmation from Hilton that they have received your claim. Earlier in the year they just claimed that they had never received them and washed their hands.

Record of the claim:

Hilton Best Rate Guarantee Email

To ensure that there is an audit trail, forward the confirmation, the screenshot of the lower price and the URL of the company to the following email addresses:

Diamond@hrcc-hilton.com, Guest.Correspondence@hrcc-hilton.com, and bestrate@hrcc-hilton.com

Best Rate Guarantee Response:

Hilton Best Rate Guarantee Response

The response came 26 hours after the claim was filed and was approved. Both prices were tax inclusive (mistake on the response).

Conclusion

Hilton should email a confirmation that the Best Rate Guarantee claim has been received and is being processed. Right now there is no confirmation and it is not clear if their website has process it or not. You need to email the information too to be on the safe side (to have audit trail).

All the hotel programs could speed up the process time for these claims. There is no excuse for taking more than couple of hours.

The number of claims coming in, the time required to process a claim and thus the number of employees needed to process them must be “known”.

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