Hampton by Hilton revolutionized the hospitality industry when it introduced Hampton® Guarantee, the first 100% Satisfaction Guarantee, and after extensive research, they're revolutionizing it once again by changing the idea of what guests can expect from a hotel experience.

Hampton by Hilton's new 100% Hampton Guarantee aims to keep guests Happy@Hampton and speaks to the elevated expectations of guests and Hampton's continued commitment to them. The use of 'happy' raises the bar in terms of what hotels are promising to deliver and how guests can expect to feel when they are at a Hampton property.

Upon the celebration of the 25th anniversary of the Hampton® Guarantee in 2014, the brand began researching ways to refine and refresh it. After evaluating data from hotel owners, operators and guests globally, it moved to update its Hampton® Guarantee to better meet guests' expectations, stay ahead of competition and offer its teams more flexibility with service recovery.

Through its extensive research, Hampton found that a satisfaction guarantee may not always be the answer because: if a guest has a bad stay, they don't feel they should have to pay, whether the brand has a Guarantee or not; guests may feel uncomfortable reporting issues; and refunding the stay does not automatically equal a good score on intention to return.

"Our new approach to the Hampton® Guarantee reinforces the emotional connection that allows the brand to make guests Happy@Hampton," said Phil Cordell, Global Head for Focused Service and Hampton Brand Management for Hilton. "Satisfaction may not always be about getting a refund; guests want to be understood and heard."

The 100% Hampton Guarantee backs up the brand's commitment to its service culture, Hamptonality, and its team members' attention to delivering friendly, authentic, caring and thoughtful service.

"It has always served as more than just a money-back guarantee, but rather a part of the brand's DNA," said Cordell. "The unconditional 100% Hampton Guarantee and its Hamptonality culture has helped it become the #1 lodging franchise today."

In fact, the brand has been such a leader in the space that a number of brands, including Premier Inn Hotels, Virgin America, Popeyes Louisiana Kitchen and Jack in the Box, have modeled their own Guarantees after that of Hampton by Hilton.

About Hilton

Hilton is a leading global hospitality company with a portfolio of 22 world-class brands comprising more than 7,500 properties and nearly 1.2 million rooms, in 126 countries and territories. Dedicated to fulfilling its founding vision to fill the earth with the light and warmth of hospitality, Hilton has welcomed over 3 billion guests in its more than 100-year history, was named the No. 1 World's Best Workplace by Great Place to Work and Fortune and has been recognized as a global leader on the Dow Jones Sustainability Indices for seven consecutive years. Hilton has introduced industry-leading technology enhancements to improve the guest experience, including Digital Key Share, automated complimentary room upgrades and the ability to book confirmed connecting rooms. Through the award-winning guest loyalty program Hilton Honors, the more than 180 million members who book directly with Hilton can earn Points for hotel stays and experiences money can't buy. With the free Hilton Honors app, guests can book their stay, select their room, check in, unlock their door with a Digital Key and check out, all from their smartphone. Visit stories.hilton.com for more information, and connect with Hilton on Facebook, Twitter, LinkedIn, Instagram and YouTube. 

Michaela Barnes
Account Supervisor - Finn partners
Hilton