Experience with Hilton best price guarantee

12 replies

djtech

Qantas - Qantas Frequent Flyer

Member since 02 Sep 2018

Total posts 344

Wondering if anyone has experience with the best price guarantee process at hilton? Do u have to have a booking with hilton directly or can u ask them to match before u book? is it easy to get matched? Need to book direct with hilton to enjoy honors benefits.

Bigbird

Qantas - Qantas Frequent Flyer

Member since 17 Jun 2015

Total posts 40

I tried this last year with no success. I was trying to get them to beat a retail travel agents price due to their terms and conditions stating "Make a confirmed reservation through one of the following official Hilton booking channels (any official Hilton website, any official Hilton call center, the Hilton Honors App, directly at a Hilton hotel, or through an Accredited Travel Agent)". Apparently their idea an accredited travel agent is one who is online with a price they can physically go onto their website and see. e.g Expedia. I thought this was pretty dodgy but couldn't be bothered taking it further.

Greg84

Member since 03 Nov 2014

Total posts 127

Wondering if anyone has experience with the best price guarantee process at hilton? Do u have to have a booking with hilton directly or can u ask them to match before u book? is it easy to get matched? Need to book direct with hilton to enjoy honors benefits.

I tried once a few years ago - the cancellation time was in a different time zone & they tried to argue it wasn't the same rules. Haven't stayed at Hilton since.

Chris Chamberlin

Member since 24 Apr 2012

Total posts 1,093

I tried once and they really didn't want to honour it... I happened to be visiting the same city a month or two before the reservation in question so I went to the hotel and asked for the manager at the desk, explained the problem and asked what they were going to do to fix it. Problem solved, but realise that option probably won't work for everyone!

AlexTravAddict

Qantas - Qantas Frequent Flyer

Member since 17 May 2015

Total posts 32

I've tried the price match through Accor about 6 times and to be quite frank I wouldn't bother doing it again. It is more effort than it is worth. On every occasion they beat the price but it involved painstakingly chasing it up and the hotels involved tried every trick in the book to avoid honouring the policy. I've also tried matching a price through Qantas hotels which was denied (they pretty much exempt every website from their policy).


I know Hilton is a different company but they are all the same. My advice would be to pick a different hotel or just pay the higher price (it's not worth the effort).

Eachschoolhols

Qantas - Qantas Frequent Flyer

Member since 29 Jul 2016

Total posts 9

Yes, I’ve done it a couple of times. Once, they matched quickly and easily. The other time I had to insist in a series of email. I’ve always booked through Hikton and then dine the match.

S

Member since 13 Sep 2013

Total posts 110

I had a pretty bad experience with this a few months ago.

I asked them to price beat a listing I found on HotelsCombined, they came back and said they refused to match the site. So I went back with multiple sites which showed the price cheaper, to which they responded ‘You only get one chance at matching, which you’ve now had”.
I was ropeable!
Had many back and forths with Hilton until eventually they caved and I did get the price beat. But it was quite the process!! Wouldn’t recommend it.

theduck01

Virgin Australia - Velocity Rewards

Member since 18 Dec 2015

Total posts 2

I have done it a few times now with no issue. I found a cheaper price on a hotel in NYC over 9 nights this xmas on expedia so I booked the exact same room on Hilton Honors with cancelation and they matched it and beat it by 25% but you have to do this pretty much right away as the window is only 24 hours, The saving in this case was over AUD1,000. You also cannot make any changes to the booking.

Samw

Member since 20 Sep 2017

Total posts 16

I’m currently in the Hilton Brisbane on a very good rate following a price match to a hotels.com mobile only rate. I had to fight like hell to get them to honour their guarantee though. They will try their hardest to get out of it. Left me feeling very annoyed with Hilton despite the fact that they eventually capitulated.

israelhenriques

Qantas - Qantas Frequent Flyer

Member since 18 Oct 2013

Total posts 2

I am having an issue with Hyatt now. They are refusing to honour the price from hotels.com because The price I got was a member only price. Meanwhile, the price booked on hyatt.com was a member only price as well. It was a like for like comparison. Hyatt don’t allow member only prices. Only what’s listed without logging in to a website. I mean really? I’m going to keep fighting though. I’m taking it to customer relations!

RussM

Qantas - Qantas Frequent Flyer

Member since 15 Sep 2018

Total posts 2

When I'm in a cranky mood & come across situations like this I threaten them with taking the issue to the local Fair Trading Office which usually works.

Jazzop

Member since 02 Dec 2016

Total posts 102

I've had good and bad experiences. I had three separate claims rejected, one of which was due to them taking to long to respond, so the rate was gone when they checked.


But I had a win when staying in NYC last year, where they knocked off a third of the price!


Parking how quickly they respond, I think the trick is to only submit a claim with USD amount. The Hilton app uses USD, so for example if you find a cheaper rate on expedia.com.au (in AUD), this will be to much for the Hilton people to deal with. It seems using a simple currency converter is to much for them. So, only use US websites ie expedia.com booking.com


Also, don't forget to only book a rate you can cancel. If they don't honour their guarantee, just cancel the room.

Last editedby Chris Chamberlin at Sep 19, 2018, 03:02 PM.

eliseg

Member since 11 Oct 2018

Total posts 1

Wondering if anyone has experience with the best price guarantee process at hilton? Do u have to have a booking with hilton directly or can u ask them to match before u book? is it easy to get matched? Need to book direct with hilton to enjoy honors benefits.

I'm currently dealing with a claim all via the customer call centre and it's shocking and discusting! I've been hung up on and lied to and given every excuse under the sun not to honour the 25% guarantee...I've been through 5 staff (5 calls) and no supervisor will speak to me. Any suggestions on how to deal with them. I'm booking 9 nights in Hawaii. It's not a small invoice!!



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