Hilton expands AI-powered journey from hotel search to stay

The hospitality giant has launched the Hilton AI Planner on desktop, with the tool also rolling out in the Hilton Honors App. The generative AI-powered digital concierge allows travellers to use conversational prompts to explore destinations, compare properties and plan stays around their individual preferences.

Hilton is also extending its presence across third-party AI platforms, enabling potential guests to discover hotels and access property information within the tools they already use for travel research.

In the coming weeks, travellers will be able to discover Hilton properties through AI Mode in Google Search and compare options as part of a conversational planning experience.

Users can also incorporate Hilton Honors Points into searches using natural-language prompts such as, 'Show me hotels in San Diego I can book with Hilton Honors Points for the first weekend of September' or 'Best hotels in Miami for next Thursday to Sunday to use my Hilton Honors Points.'

Once ready to reserve a room, users will be redirected to Hilton.com to redeem their points and complete the booking.

Travellers using ChatGPT can add Hilton's plugin to bring property information directly into the conversation. They can then ask Hilton-specific questions, explore hotel recommendations and learn more about individual properties before continuing to Hilton.com to make a booking.

Hilton is additionally developing a Claude Connector that will provide property images, details and pricing within Claude, giving travellers more information as they consider where to stay.

The technology continues to support the guest journey once a booking has been made. Through the Hilton Honors App, guests can check in, select their room and use Digital Key at participating properties.

In-app messaging allows guests to communicate with hotel teams, while Connected Room technology enables them to personalise their in-room experience and control room technology from their own phones.

'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.'