The company is extending the use of conversational technology as travellers increasingly use generative AI and search tools to research destinations, compare accommodation options and plan trips.
The recently launched Hilton AI Planner is available on desktop and is being rolled out in the Hilton Honors App. The generative AI-powered digital concierge allows travellers to use conversational prompts to explore destinations, compare Hilton properties and plan stays according to their requirements.
The tool operates across Hilton.com and the Hilton Honors App and is designed to support the planning process from initial destination research through to property selection.
Hilton is also extending its presence within AI Mode in Google Search. In the coming weeks, travellers will be able to explore Hilton properties and compare options through Google’s conversational hotel planning and booking functionality.
Travellers can also incorporate Hilton Honors Points into hotel searches within AI Mode. Example prompts provided by the company include, “Show me hotels in San Diego I can book with Hilton Honors Points for the first weekend of September” and “Best hotels in Miami for next Thursday to Sunday to use my Hilton Honors Points.”
Once users select a property and are ready to make a reservation, they will be redirected to Hilton.com to redeem their Hilton Honors Points and complete the booking.
Hilton is also making its property information available within ChatGPT through a dedicated plugin. After adding the plugin, users can ask Hilton-specific questions, review hotel recommendations and obtain information about individual properties before continuing to Hilton.com to complete a reservation.
In addition to its work with Google and ChatGPT, Hilton is developing a connector for Claude. The planned integration will make property images, hotel details and pricing available within Claude to support travellers during the accommodation selection process.
Following a booking, the Hilton Honors App provides additional digital functionality throughout the guest journey. At participating properties, guests can check in through the app, select their room and use Digital Key.
In-app messaging enables guests to communicate with hotel teams, while Connected Room technology provides personalised in-room functionality. Guests can also use their own mobile devices to control supported room technologies.
“At Hilton, we are dedicated to innovating to meet the changing needs of our guests, our industry and the world around us,” said Michael Leidinger, Senior Vice President and Chief Information Officer, Hilton. “As travelers’ needs evolve, we are at the forefront of hospitality technology, developing experiences that create more seamless journeys, anticipating what comes next and leaving room for the unexpected.”
The technology developments extend Hilton’s digital infrastructure across multiple stages of the travel journey, covering destination and hotel discovery, conversational planning, property comparison, loyalty-point searches, reservation completion and digital services during the stay.
Tags:Michael Leidinger Hilton
