Frequent Miler on the Air
How Hilton can win our loyalty | Coffee Break Ep44 | 2-4-25
Feb 4, 2025
Hilton is praised for partnering with unique brands like SLH and Autocamp, yet there are significant areas for improvement. The discussion reveals frustrations about the loyalty program's lack of enticing incentives for frequent guests. Suggestions include introducing earlier milestone benefits, such as late checkout and early check-in, to better compete with rivals. Personal travel experiences highlight the need for accessible perks that enhance member engagement and loyalty.
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Quick takeaways
- Hilton's loyalty program lacks immediate and meaningful rewards for members, making it less attractive compared to competitors' offerings.
- Introducing early check-in and suite upgrade certificates could significantly enhance Hilton's appeal and foster greater customer loyalty.
Deep dives
Lack of Meaningful Incentives
Hilton's loyalty program does not provide significant incentives for members to stay at their properties. While there are opportunities to earn points, the benefits attached to milestone achievements after spending substantial nights, such as 10,000 points for 40 nights, seem inadequate. This lack of meaningful rewards makes it difficult for loyal customers to feel compelled to choose Hilton over competitors, especially when credit cards can easily grant elite statuses. Additionally, key perks like guaranteed late checkouts are missing, which further diminishes the appeal for high-level elites compared to offerings from other hotel chains.
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