LoyaltyLobby readers have been sending me messages about the issues they are having with Hilton’s Best Price Guarantee program and I have covered the same topic several times before (read more here and here).
You can access Hilton’s web page for Best Rate Guarantee here.
Here’s an email from Nathan:
Thank you for your website, despite being located in Australia I find it very relevant and useful.
I have just made a reservation through the Hilton Website for their Brooklyn Hilton Hotel.
I have noticed they have a best price guarantee which if proven they will discount the competing price by 25%.
I have found a better price on expedia.com (both prices quoted in USD incl taxes), and have submitted my claim to Hilton.
I have not heard anything back and it has been more than 4 days, in your experience have you found that these guarantees are misleading and they are quite slow to follow up?
I am worried if they prolong the process, then the rate offered by Expedia will not be there when they finally get around to verifying it, despite a 24 hour guarantee.
I have tried calling the Hilton Honors call centre to get assistance, they have been of no help and will not provide a direct contact email or phone number for the claims department.
Here’s an email from Gary:
You are correct in your comments of this facility being a complete waste of time. Submitted the price match form within 30 minutes of booking.
You don’t get an automated reply to this as on the usual system.
I send an email to customer services about 2hrs later advising them of the price match and detailing it all out so there could be no confusion with the time scale. I got acknowledgement to this mail, standard automated reply.
Then this morning get e-mail saying they can’t find my original e-mail and therefore it’s outside 24 hrs!!!
It’s a complete con and Hilton should be held to account!
Here’s statement from Hilton spokesperson:
We continue to see an increase in best price guarantee claims, which our Team Members are working diligently to address. We understand that some guests have been frustrated with their claims not being processed in the 24-hour timeframe and we’re committed to improving their experience. We are looking for a more long-term solution to streamline the process.
In the meantime, we continue to honor the best price guarantee to the best of our abilities as it was created as a promise to our guests, ensuring the best possible room rates are available through our booking channels. We appreciate your patience as we work through this for our guests.
I made a claim for a stay at Hilton Grand Palace in Brussels.
Filled out the form and pressed submit. The form states that I would be hearing back from Hilton in 24 hours. That was more than 13 days ago and haven’t heard a word.
There are obvious issues with Hilton’s Best Price Guarantee and they should take it offline until fixed (read claims processed by their internal guidelines). It is convenient for Hilton that many if not majority of the claims are “lost” after they have been submitted.
Why advertise a “guarantee” when you have not put adequate resources in place to back it up? I am sure that hotels are paying Hilton a fine for each and every successful claim processed.
Personally, I wouldn’t call their guarantee a “scam” but highly misleading. Both of the cases above were resolved after I forwarded the readers’ emails to Hilton. Seems that claims are not acted upon unless you contact Hilton by email, Facebook or Twitter. This is a class action lawsuit in the making…..