– “The customer always comes first”Should be the company’s mantra. But, many companies just say it and don’t do anything about it. How do we make sure that we are living up to that mindset
It is easy to find out: just ask.
Half of our guests are Hilton Honors members on any given night. Their feedback is what makes our program so prestigious.
We listen, learn and anticipate to help us evolve.
Recent comments from our members indicated that they would like more flexibility in the use of the points they earn through stays with us and faster access to them.
We listened to our members and have added new perks for Hilton Honors.
Get a Free Stay
Later this month, we’ll roll out a flexible Points & Money slider, giving Hilton Honors members the ability to book a stay using nearly any combination of their Points and money. Why is this important?
For frequent travelers, it offers more options. People who don’t usually have enough Points to qualify for a free stay can use their Points more quickly.
Pools: A new way to pool
Our research has shown that 40% of travelers travel with at least three family members or friends. This could include everything from family reunions to bachelorette party and everything in-between. Hilton Honors members are now able to participate in family reunions, bachelorette parties, and everything in between. “pool”Their Points can be shared with up to ten others. Our program is unique in that it allows up to 11 people (in total) to share their points and does so completely free of charge.
Amazon Shop with points: Diapers, Canoes, and Shoes
Our members tell us that they want to make the most of their Points. We set out to provide them with a means to do this. Hilton Honors members can use their points on anything on Amazon.com starting this summer — diapers, shoes, and even canoes.
Travel when life puts a halt to it
Our most frequent guests know how valuable elite status in our program is. We also understand that life can sometimes throw curveballs, and that you may need to change jobs or add a family member.
We also understand that life does not follow a set schedule. Diamond members have the option to extend their status by up to one year in the unlikely event that they have to travel. This provides some stability amid changes in life and schedules.
We have used feedback from members before to improve our program. We can use member feedback to assess what we have done and where we can improve. These new perks are another step in our quest to make Hilton Honors one of the most customer-centric loyalty programs in hospitality. We will continue to ask questions and we hope that you will keep sharing your thoughts with our team. The next time someone asks, “what matters to you most?”Hilton Honors invites you to give your honest feedback. Your input could make a difference in the industry.
— Mark Weinstein is senior vice president, global head, customer engagement loyalty and partnerships, Hilton
