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Hilton / Hilton Best Rate Guarantee

1 United States Review updated:

I searched for a hotel in Beijing and found a cheap Hilton deal at, remembering the Best Rate Guarantee as advertised by Hilton, I booked at a more expensive rate at and then claim the Guarantee.

Now here is what they wrote back to me:
Thank you for taking the time to submit a claim form regarding Our Best
Rates Guaranteed. We have reviewed your reservation and the information
found on

The reservation booked on the Hilton website was for a KING BED GUEST ROOM.
The reservation on the was for a Standard room type.
Therefore, as stated in our terms in conditions, your reservation is not
eligible for the Our Best Rates Guaranteed.

We realize that every guest has a choice when traveling and we thank you for
making Hilton family of hotels your choice. We look forward to the
opportunity to serve your future travel needs.

That's just ridiculous - when you
check the website of the Hotel
you can see that they offer 3 room types: Guest Rooms, Suites and Executive
Guest Rooms . So there cant be a difference between the King Bed Guest Room
and the Standard Guest Room.

It is just a shame how they behave against a loyal Gold Honors Member ! But
I am not alone, when you read the complaints at flyertalk for example it
seems like their normal business idea to deny all claims.

I am just very disappointed and will stay elsewhere on my next trips :-(

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  • Va
      12th of Jan, 2008
    0 Votes
    Hilton - No sleep at Fort Lauderdale Airport Hilton
    Hilton Hotel
    Fort Lauderdale
    United States

    As a pilot, I spend a lot of nights in hotels. Indeed, since 1995 I've spent literally thousands of nights in hotel rooms. This stay rates in the top two in terms of negative experiences.

    The hotel was hosting a party in its ballroom. Of course, the modern architecture of the hotel means that the ballroom is open to the fourth floor, and the music was clearly audible (especially the bass line) throughout those parts of the building that I explored. Add to that the constant slamming of doors (including the fire doors that were closed in an attempt to reduce noise) and it was impossible for me to get any sleep until the party ended.

    At about midnight (with the party still going strong) I went down to the front desk to find out what was going on. The person was very apologetic, but said there was nothing he could do about the noise. He did tell me that the party was due to be over by 1 A.M., and he did offer me a smoking room on an upper floor. But, given that there was now less than an hour to go, and most of that hour would be spent moving rooms, I declined his offer.

    At about 1:15 AM, with the music still going strong, I called the front desk to enquire. I was told (by a very rude individual) that the party was going to continue until 2 A.M. and that was that.

    I subsequently called Hilton's corporate reservation number out of frustration. After I explained the situation, they suggested that I call the police. When I explained that the party was sanctioned by the hotel, they cancelled that recommendation and put me through to the front desk. I again spoke with the first gentleman (the nice one) who now said the part would end at 2 A.M. and that he would be happy to move me to a smoking room on the upper floor. Given that it was now almost 1:45 A.M. and that (as we spoke) the music seemed to stop, I again declined.

    At about 5 A.M., I was awoken by sounds of the load out, but it wasn't that long and I was beyond rational discussion. As such, I did not call to complain.

    The next morning, I met my crewmate for breakfast. He had spent the night on an upper floor. While he said he did not hear the music, he was kept up half the night with doors slamming and party goers talking and laughing loudly. In addition, at about 6 A.M., he was awoken by kids running around in the hallway, slamming doors.

    Both during check-in and check-out, I noticed a large number of pilots. When we're on duty, a lot of us work 14-hours (or more), and are lucky to get ten hours to squeeze in dinner, laundry, sleep and breakfast (i.e. about six hours of sleep). It stands to reason that a hotel that caters to pilots (or anyone other than the party-goers) needs to think twice before authorizing that kind of a party.

    Suffice to say, I'm working with dispatch to ensure that none of our flight crews ever have to stay there again.

    Followup: I spoke with the customer care folks at HiltonHonors, and they assured me that the manager would call. Well, it's been a week and still no call.

  • Va
      27th of Oct, 2008
    0 Votes
    Hilton - Hotel bill
    Hilton San Francisco Financial District
    750 Kearny St
    San Francisco
    United States

    On the 29 of June 2008 I called the front desk to report that there was missing tile in the bathroom which had exposed unfinished jagged edges. I lacerated my foot, as a result and sought medical attentention. When then requested reimbursement for the tetanus

    shot. As of late all I have recieved is the run around.

  • Br
      15th of Mar, 2009
    0 Votes

    i agree, i had an incident 3/6/09 because someone complained of cigarette smoke coming from near our door. upon checkout they gave me a bill witch included a smoking fee and wanted me to pay for the other persons room. these statements were totally untrue, there was NEVER anyone smoking in our room. after speaking with the manager of the hotel, he said we would not have to pay for the other room but still left the smoking charge for me to pay. i feel money was stolen from me (probaly somebody looking for a free room). i contacted the support line and it said someone would contact me. lets see how that goes.

  • Ve
      26th of Sep, 2010
    +1 Votes

    Absolutely correct. An insurance company attitude, go to every extreme to deny all claims. I wonder how many claims they acutally pay out, very few I imagine. Just a complicated smoke and mirrors marketing ploy to make you feel good about booking with them. I had a claim denied because the identical room wasn 't booked, yet it was. When I called them on that, they said that the competitors claim did not specify a non smoking room, yet the hotel was 100% non-smoking. So, I am looking at other options as I don't feel this is any way to treat your main meal ticket, loyal Hilton Honors members. I know I am not in the minority here, this is a common complaint.

  • Ed
      11th of Dec, 2010
    +1 Votes

    I just had the very same experience... bought the Advance Purchase on Hilton site and then they posted lower price and won't offer me the guarantee. I'm hilton gold and a meeting planner.. was Platnium. Seems like just good P.R. to support your customers and not game them. Last time I buy a non-refundable from Hilton. (Another Bogus Claim Case 7588325)

  • Ma
      12th of Jul, 2011
    +2 Votes

    I tried to submit two best rate claims to Doubletree but was ignored on both accounts. When i contacted customer care, they continued the stall and ignore method. Hilton does not obviously need our business and will go to any extent to deny claims. You would think in this day and age that they would want to attractore business. Do not bother to submit claims to hilyon Hotels as it is a total waste of time. This guarantee loses mor loyal customers than it attracts!

  • Sc
      11th of Oct, 2014
    +1 Votes

    I found a $75 rate on Expedia, the same date, hotel, and hotel room as on apples to apples...and the price was $94, nearly 25% more when you account for taxes, etc.

    I call the number on the Hilton 'best rate guarantee', and am told (after nearly 45 minutes and 3 calls) that Expedia is not an accepted third party website. And that a third party actually means a newspaper or magazine ad. The representative goes on to tell me the Terms and Conditions contradict each other.

    I left with the impression I was the first one to ever call Hilton on this issue as none of the three Hilton reps I spoke with had a clue, nor seemed to really care.

    Having done some research it is clear Hilton has been misrepresenting this 'best rate guarantee' for years. So tired of having to fight, scratch and claw to exist while big companies hide behind tons of resources, lawyers and contacts.

    I attached a copy of the Hilton 'Best Rate' program in which the two highlighted points were used by a Hilton rep to deny my legitimate claim.

    If I (as a small business) did the things Hilton is doing, I would be out of business and called onto the carpet for misrepresenting my offering. It's a sad state of affairs when Hilton can't honor their word, nor seem to care about loyalty.

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