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Why build an app? +400% increase in mobile revenue each month – Hilton

Why build an app? +400% increase in mobile revenue each month – Hilton

Hilton Worldwide yesterday unveiled a new iPhone app. They designed it by listening to what their customers were asking for.

I spoke with Chuck Sullivan, Hilton’s senior vice president, global online services about the new iPhone app on this version of the Tourism Keys Podcast. Sullivan reports that 57% of travelers want to check in, 56% want to check out and over 50% want to change or cancel reservations on their handheld. In recent months an exponential increase in mobile revenue helped spur Hilton’s adventure into the iTunes store. Hilton Hotels have seen more than 400% month to month increase in mobile revenue since May, 2009 on their industry leading mobile Website. Revenue has been $44 for every dollar spent on mobile.

Despite the shocking numbers, Sullivan says the main reason they developed the app was to maintain customer loyalty among their ideal guests.

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The new application features handheld booking, check-in and check out, as well as a “Request Upon Arrival” service that enables a traveler to place an order for room service and have a meal in the guestroom upon arrival at the hotel.


The Hilton iPhone app is specially designed for Hilton Rewards members and features:

  • Search for hotels nearby via address, city, airport or even GPS mapping
  • Make a new hotel reservation
  • View, modify and cancel existing reservations
  • Check-in online up to 48 hours in advance for gold and diamond frequent guest members
  • Order food and/or services to be available “upon arrival”