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Hilton reports online milestone
Hilton Hotels Corporation announced bookings on its brand Web sites in October exceeded call center bookings from 800 numbers, representing a company first since its start of Web site reservations.
During October, brand.com sites overall reported more than 972,000 room nights, compared to 873,000 room nights booked from 800 numbers through the 16 Hilton Family call centers worldwide.
Despite declining 800-number bookings through the call centers, Hilton Reservations Worldwide continues to report unprecedented conversion of calls to booked reservations. Said Tom Keltner, president-brand performance and development group, Hilton Hotels Corporation:
“There always will be a segment of the traveling community that prefers to talk with a friendly customer service agent, which is why our reservations centers will continue to play a critical role in our distribution strategy.”
He said the company attributes the increase in brand.com bookings to various benefits, including these:
• An assurance that guests who book on brand.com will receive guaranteed best rates.
• Online hotel, air and car rental packages are often offered at discounted rates.
• Net Direct Rates available only through Hilton Family brand.com sites.
• Guests can make reservations on the brand site with no booking fees.
The Hilton Family of Hotels brand.com sites include hilton.com, conradhotels.com, doubletree.com, embassy.com, embassysuites.com, hampton-inn.com, hiltongardeninn.com, hgvc.com, and homeworodsuites.com.
Hilton also reported record-breaking revenues month after month among its brand sites.
Report by David Wilkening
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