Hilton to Add Automatic Elite Upgrades and Digital Key Sharing Option
Hilton has announced a series of technology innovations that promise to enhance the guest experience. These are actual improvements. Hilton is rolling out Automated Elite Upgrades and Digital Key Share that allow more than one guest to have access to the room’s Digital Key.
“We’ve always had our guests at the heart of everything we do, and we continue to listen, evolve and innovate to give them more choice and control over their hotel stay,” said Chris Silcock, Hilton’s executive vice president and chief commercial officer.
Automated Elite Upgrades
Complimentary, space-available upgrades at the time of check-in is one of the program’s most important perks for Gold and Diamond Hilton Honors members. Now, Hilton Honors is enhancing this benefit even further.
When possible, Hilton will notify Gold and Diamond members of their complimentary upgrade 72 hours prior to arrival. This will enable the member to choose their upgraded room directly via the Hilton Honors app. This was already being tested at select properties in recent months.
Eligible members will receive an email and a Hilton Honors app push notification alerting them of their complimentary upgraded room. Once received, if the hotel offers Digital Check-In, the member can easily choose the location of their upgraded room through the app 36 hours prior to arrival.
All stays under seven nights are eligible for these early conformation upgrades. It will be available in the coming months at all Hilton brands globally where space-available upgrades are currently offered, including Waldorf Astoria Hotels & Resorts, LXR Hotels & Resorts, Conrad Hotels & Resorts, Canopy by Hilton, Hilton Hotels & Resorts, Curio Collection by Hilton, DoubleTree by Hilton, Signia by Hilton and Tapestry Collection by Hilton.
Sharing Your Digital Key
This is also an improvement to the guest experience at Hilton properties. Hilton’s Digital Key is now available at more than 80% of Hilton’s portfolio, or close to 5,400 of Hilton’s more than 6,600 properties worldwide.
In the coming months, Digital Key Share will roll out globally to all hotels currently offering Digital Key technology.
The primary guest can share their active Digital Key with up to four additional people or devices from the Hilton Honors app. For the secondary guest to gain access to the Digital Key, they must receive an invitation from the primary guest, be logged into the Hilton Honors app and pass a security check that happens instantly in the background.
Guests who accept a share will have access to the room and property throughout the duration of the stay and, for security purposes, cannot further share the Digital Key.
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If the property owners don’t jack around with award inventory and members actually get the upgrades, Hilton is to be applauded. But, forgive me if I remain skeptical. I hope the MtM team monitors and reports back. This is a big sore subject for members. If Hilton pans out, perhaps others will follows. Thanks for the update.