Earlier this month, I needed to be in Bakersfield, CA and saw that Travelocity had a $24 plus lower rate on it's site than on Hilton.com for the Garden Inn. I have found lower rates on Starwood and Marriott's sites in the past 2 years and both responded within hours on my submission and confirmed my find. I am 100% satisfied with their process and with these companies and it is why I give them 80-90% of my business. They support their written promises with 100% backup! I followed the procedure as outlined on Hilton's site and submitted the online form. About 23 hours later, give or take a few minutes, I heard back from Hilton, granted they have up to 24 hours to respond. My claim was denied because Hilton could not find the rate indicated on Travelocity's 23 hours previously. It doesn't matter whether you have a screen shot of the site with day and time noted, Hilton will not honor it. Their escape clause for them to weasel out of their "best rate guarantee"? The offer is only validated at the time "they" or Hilton initiates the search. If that search is conducted 23 hours after yours was conducted and the rate doesn't exist then, then too bad, so sad for you the customer. Hilton knows, as well as anyone who travels a lot, hotel rates can fluctuate widely in a 24 hour period. If you search the blogosphere with "Hilton best rate guarantee", you will find page after page of dissatisfied travelers. Travelers be warned if you attempt to catch Hilton at this extremely deceptive business practice! After I responded to their initial denial, which I replied via email,Hilton responded with the details I mentioned above 9 DAYS LATER! A very sad turn to an iconic American Hotel brand: greed plays out over taking care of what's right with the customer.
Not that this added insult should surprise anyone, but Trip Advisor censored my review of this Hilton Garden Inn in Bakersfield. Obviously, when Hilton doesn't like a review on Trip Advisor, they exert their marketing muscle on that site and dictate to Trip Advisor just how much free speech is acceptable.
Not that this added insult should surprise anyone, but Trip Advisor censored my review of this Hilton Garden Inn in Bakersfield. Obviously, when Hilton doesn't like a review on Trip Advisor, they exert their marketing muscle on that site and dictate to Trip Advisor just how much free speech is acceptable.