Hilton Updates Best Rate Guarantee Program with New Restrictions

Hilton has updated its Best Rate Guarantee program, effective August 20, 2026, with several new restrictions and requirements. The program, which promises to match lower rates found on third-party websites, has been modified to make it more difficult for customers to take advantage of the guarantee.

Changes to the Program The updated program requires customers to book a room directly with Hilton before submitting a claim for a lower rate. Previously, customers could try to get a lower rate matched before committing to book with Hilton. Now, customers must fill out a form on Hilton's website to submit a claim, as phone claims are no longer possible.

New Restrictions and Requirements The program also excludes rates found on mobile apps and mobile websites, and only compares prices found on websites. Additionally, the name and email address on the reservation and claim must match, making it impossible for travel agents to process claims on behalf of their clients. The price difference must be 1% or higher for a claim to be valid, and Hilton aims to review claims within 24 hours.

Comparison of Rates Hilton compares the price customers would actually need to pay to book a room through a comparison site, including booking and similar service fees charged by that site. Comparisons are made net of taxes, hotel service charges, and gratuities, and exclude changes in currency exchange rates. Mandatory fees billed by the hotel, such as resort or destination fees, are also excluded for the purpose of price comparisons.

Restrictions on Room Types and Benefits The program has a long list of restrictions that invalidate a match, including differences in room types, benefits, views, location, floor, amenities, check-in/check-out dates, number of guests, and booking terms. For example, a King Room vs. a 2 Queen Room, or a confirmed connecting room vs. multiple rooms booked but not confirmed as connecting rooms, would be considered different and not eligible for a match. The following table summarizes some of the restrictions: | Category | Example of Restriction | | --- | --- | | Room types | King Room vs. 2 Queen Room | | Benefits | Confirmed connecting rooms vs. multiple rooms booked but not confirmed as connecting rooms | | Views | Ocean view vs. Partial ocean view | | Location | Ocean Tower King Room vs. Palace Tower King Room | | Floor | High floor room vs. no floor specified | | Amenities | $25 property credit vs. Free breakfast | | Check-in/check-out dates | Jan 26 - 31 vs. Jan 26 - 30 OR Jan 26 - 31 vs. Jan 26 - 28 and Jan 28 - 30 as separate reservations | | Number of guests | 2 adults vs. 1 adult | | Booking terms | Fully refundable vs. partially or non-refundable, 2-day cancellation vs. 4-day cancellation, Deposit required vs. no deposit required, Pay in advance vs. pay later, Free cancellation vs. non-cancellable or change fees apply

The changes to the Best Rate Guarantee program are in addition to all previous restrictions Hilton has in place, making it more difficult for customers to take advantage of the guarantee. Some critics argue that Hilton should just forget the BRG and start advertising that customers will always find the highest price for Hilton-affiliated hotels through the official channel, while third parties are free to offer lower rates.