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Digital check-in with room selection by Hilton Worldwide

Today, two thirds of travellers wish they could choose their own hotel room. 30% dislike waiting for their room to be ready and 28% disapprove of its location. These lodging frustrations come as 72 percent of air travelers pick their seat and 68 percent of auto renters choose their car, found a recent Hilton study.

Armed with this research on the connected traveler’s expectations, Hilton Worldwide set out to transform the hotel experience with advanced technology that specifically addresses those guest arrival irritations.

In a first for the hospitality industry, Hilton Worldwide is giving its HHonors loyalty members unprecedented choice and control over their entire hotel stay using pioneering technology which allows guests to use their mobile phones, tablets and computers to access a myriad of services - including:

Remote check-in

  • Pre-select a specific room, floor and location, right down to the room number
  • A speedy arrival - no need for ID, credit cards or signing a registration card (subject to local laws). The app provides all relevant detail to the front desk in advance - guests simply grab their pre-prepared key and go
  • Pre-purchase a space-available upgrade for rooms, at a discount
  • Pre-order items in-room items to be ready in the room before arrival at many brands
  • A front desk bypass on check-out with receipts held in the app / email

This project is not a pilot. Delivered at massive scale in 12 months, more than 4,100 Hilton Worldwide hotels across 11 brands globally will let guests check-in and select their room by the end of 2014. To enable this, Hilton individually created digital floor plans for more than 650,000 rooms and trained 40,000 Team Members on the technology.

Press and industry commentators have unanimously reported that the development is “revolutionary” and a game changer for the industry with the original announcement  covered extensively by media around the world.  

Highlights include:

  • In the UK, the Daily Mail announced that ‘Hilton is revolutionizing the industry’
  • In Germany’s Die Welt newspaper the initiative was described as ‘a first for the industry’
  • At Forbes magazine, journalist Micah Solomon labelled the move as “Hilton Shaking Up The Industry”
  • While international trade publication Hotel News Now, headlined with ‘Keycard Revolution At Hilton’s Front Door’

Guests have enthusiatiscally embraced the additional choice and control. Post launch, in August alone before marketing initiatives began, a third of all eligible guests used the service. Additionally, guests reported 91 percent satisfaction with digital check-in, with 90.3 percent of guests saying they were likely or extremely likely to use it again.

Further digital advancements will be introduced soon, including the introduction of proprietary technology in 2015 to allow guests to use their smartphones as their room keys.