Hotel GuideContentToolkit
July 2022
Introduction
This guide will help you create content
for the various sections in the Hotel
Guide which displays in the Hilton
Honors App. This is especially useful for
Digital Key users who typically bypass
the Front Desk. For more information
and background on the app and user
journey please view this supplemental
resource.
Writing Tips Keep it short and information-
carrying. Stick to the facts.
Suggested copy for each section is provided
below. This can then be customized to
include information that is unique to your Avoid overly descriptive language – the
property. information is displayed on the app so
wewant to avoid the guest having to
Please note, the copy suggestions under scroll through reams of text to find what
they need.
each heading will fit the offerings at the
vast majority of hotels. If the below options
do not accurately represent your hotel, Take hotel signage into account
please create your own description under – the Hotel Guide is only one part of
each headline. the guest experience so doesn’t need
to include every small detail.
Changes to services and amenities due to COVID-19
Many hotels are offering reduced services and amenities due to the global
pandemic.
The majority of guests view the Hotel Guide content during the check-in process
and while on-property. Please ensure the content reflects any reduced
services/amenities, e.g. Grab and Go breakfast options, pool/fitness center
closures etc. to ensure guests are able to view the latest information at a glance.
Viewing current Hotel Guide content
When you open the Hotel Guide form in Content Gateway the following
happens:
• If old welcome_guide content exists, but no new Hotel Guide content, the old
suppressed content displays on the form which you can edit and publish.
• If new Hotel Guide content exists (submitted since March 2021), that will
display for you to view/edit/publish.
• If neither exists, the form is blank and you will need to create a new guide
from scratch.
• Hilton Honors Benefits
• WiFi
• Guest Assistance
• Locating your Room
• Parking
• Transportation
• Breakfast
• Dining
Hotel Guide •
•
Fitness
Pool
Sections •
•
Hotel Policies
Executive Lounge
• Evening Social
• Evening Reception
• Resort Charge
Hilton Honors Benefits
Use this section to outline the benefits that Hilton Honors Members receive. Ensure you include how
benefits are delivered/collected, e.g. do they need to be collected at the Front Desk or are they delivered
to guest rooms? Suggested skeleton copy for each tier is provided below.
Thanks for being a loyal guest! As a Hilton Honors member, Choose your Room and take
Member advantage of Digital Check-in, Digital Key, and free WiFi.
*If your brand offers free WiFi to all guests, remove the last sentence.
As a Silver Hilton Honors Member, you receive [insert details of Silver
benefits].
Silver
*If no additional benefits are offered for Silver Members,use Member Tier text.
As a Gold Hilton Honors Member, you receive [insert details of Gold benefits].
Gold
As a Diamond Hilton Honors Member, you receive [insert details of all Diamond
Diamond
benefits].
Brand/Property Differences
Ensure your copy reflects the
benefits that your brand offers. The
following two pages provide
examples for two different brands.
Hilton Honors Benefits: Example 1
Below is a completed example of Hilton Honors Benefits for a Hilton hotel. Note, the
delivery method of benefits is included.
As a Hilton Honors member, Choose your Room and take advantage of Digital Check-in, Digital Key, and free WiFi
Member
throughout thehotel.
Silver As a Silver Hilton Honors Member, you receive two complimentary bottles of water per stay, available in your room.
(US) As a Gold Hilton Honors Member, you receive a space-available room Upgrade. If you have the Daily Food & Beverage Credit
selected as your MyWay benefit, you’ll receive a Daily [$X] F&B Credit for you and up to one registered guest to use.
Gold (Non-US) As a Gold Hilton Honors Member, you receive a space-available room upgrade and complimentary continental
breakfast for you and one other guest, if chosen as your My Way benefit. To redeem free breakfast,please give your name and
Honors number to the breakfast host.
(US) As a Diamond Hilton Honors Member, you receive a space-available room upgrade, Daily Food & Beverage Credit for you
and one other guest, access to the Executive Lounge, and free Premium WiFi.
(Non-US) As a Diamond Hilton Honors Member, you receive a space-available room upgrade, complimentary continental
Diamond
breakfast for you and one other guest, access to the Executive Lounge, and free Premium WiFi. To redeem free breakfast,
please give your name and Honors number to thebreakfast host.
Hilton Honors Benefits: Example 2
Below is a completed example of Hilton Honors Benefits for a Hampton hotel. Note,
the delivery method of benefits is included.
As a Hilton Honors member, Choose your Room and take advantage of Digital Check-in
Member
and Digital Key.
As a Hilton Honors member, Choose your Room and take advantage of
Silver
Digital Check-in and Digital Key.
As a Gold Hilton Honors Member, you receive a snack/beverage item, if chosen as your
Gold
My Way Benefit. Please collect from the Front Desk.
As a Diamond Hilton Honors Member, you receive free Premium WiFi and a
snack/beverage item, if chosen as your My Way Benefit. Pleasecollect from the Front
Diamond
Desk.
.
WiFi
Use this section to explain to guests how to connect to the WiFi network. Suggested copy for
each member tier is provided below.
Access free WiFi by connecting to the Hilton Honors network using yourHilton Honors credentials.
Member
Access free WiFi by connecting to the Hilton Honors network using yourHilton Honors credentials.
Silver
Access free WiFi by connecting to the Hilton Honors network using yourHilton Honors credentials.
Gold
Enjoy Premium speed WiFi, accessed by connecting to the Hilton Honorsnetwork
Diamond
using your Hilton Honors credentials.
Guest Assistance
Use this section to explain to guests how to receive assistance within the hotel.
Suggested copy is provided below.
All Tiers N e e d assi st an c e? Di al "0" o n y our room ’s p h o n e a n d a
knowledgeable member of staff will be on hand to help.
Locating your Room
Use this section to explain to guests how to locate their guest room using their
Digital Key. Include directions/restrictions that are not obvious from hotel signage.
Suggested copy is provided below.
Your smartphone is your key. Head to the elevators and select your floor.
All Tiers Once, outside your room, tap your Digital Key to enter.
Parking
Use this section to provide information/instructions on accessing parking at the hotel. Since parking is
different at every hotel you will need to ensure that itaccurately represents the parking situation at the
property. A few common examples of copy are listed below which can then be altered to fit thehotel.
Complimentary Driving in? Parking is complimentary. Feel free to enter and exit our parking
Parking lot at your leisure.
Front Desk
Validation Please visit our Front Desk to receive a parking pass for our parking lot.
Our parking garage is located on [street name], one block from the hotel. Please take a
Offsite Parking
ticket then drop by the Front Desk.
Driving in? Our hotel is valet-parking only. Let our valets take care of your vehicle on arrival.
Valet Parking Only
Transportation
Use this section to provide details on any transportation that the hotel provides,
e.g. airport shuttle.
Benefit from our shuttle to and from [shuttle destination] at [shuttle
All Tiers times]. Please contact the Front Desk to book your seat.
Breakfast
Use this section to provide information on breakfast at the hotel. Note, the
following suggested copy can be applied to most properties but there are
variations. If your property deals with breakfast in a different way, please
disregard the suggested copy and provide details of what is offered at property-
level.
If your brand/property offers free breakfast for all guests:
Join us for a free hot breakfast at/in [breakfast venue name] featuring a
All Tiers variety of signature favorites. Available daily from [breakfast hours].
If your brand/property offers complimentary breakfast/F&B Credit for Hilton Honors
Gold (MyWay benefit) & Diamond members. See next slide for HGI guidance.
Member & Silver Join us for breakfast at [breakfast venue name]at [breakfast hours].
[US Only] If you have the Daily Food & Beverage Credit selected as your MyWay benefit, you’ll receive a Daily [$X]
F&B Credit for you and up to one registered guest to use at [outlet name(s)]. To use your credit simply charge your
eligible food and beverages purchases to your room and your credit will be applied to your bill prior to checkout.
Gold
[Non-US] If complimentary breakfast is your selected My Way benefit, [provide details of breakfast delivery e.g.
vouchers/speak to breakfast host]. Breakfast is served at [breakfast venue name] at [breakfasthours].
[US Only] As a Diamond member, you’ll receive a Daily Food & Beverage Credit of [$X] for you and up to one
registered guest to use at [outlet name(s)]. To use your credit simply charge your eligible food and beverages
purchases to your room and your credit will be applied to your bill prior to checkout.
Diamond
[Non-US] As a Diamond member join us for a complimentary breakfast at [breakfast venue name] at [breakfast
hours]. [provide details of breakfast delivery e.g. vouchers/speak to breakfast host].
For Hilton Garden Inn properties that offer complimentary breakfast/F&B Credit for
Hilton Honors Gold & Diamond members as a MyWay benefit.
Member & Silver We offer a cooked-to-order hot breakfast menu at [breakfast venue name] from [breakfast hours].
[HGI US Only] If you have Daily Food & Beverage Credit selected as your MyWay benefit, you’ll
receive a daily $10 credit to use at [outlet name(s)].
Gold & Diamond
[HGI Non-US] If you have Complimentary Hot Cooked To Order Breakfast selected as your MyWay
benefit, enjoy a complimentary Hot Cooked to Order Breakfast at [breakfast venue name] at
[breakfast hours].
If your brand/property does not offer free breakfast to any guests,
including Gold & Diamond Hilton Honors members.
Join us for breakfast at [breakfast venue name] at
All Tiers [breakfast hours].
Dining
Use this section to provide brief details on dining venues at the hotel. If the hotel
has several, pick a couple of the key venues only to avoid the content being too
long. Suggested copy is below.
Visit [name of restaurant], located on [floor number], or enjoy a
All Tiers drink at [name of bar] on the [floor number].
Fitness
Use this section to provide information on how to locateand access the
fitness center. Suggested copy is provided below.
Time for a workout? Our fitness center is located on [floor number]. Use
All Tiers your Digital key to enter.
Pool
Use this section to provide information on how to locateand access the
pool. Suggested copy is provided below.
Ready for a swim? Our pool is located on the [floor number].
All Tiers Use your Digital key to enter.
Hotel Policies
Use this section to provide details on any pertinent policies at the hotel, not
including any policies that are already covered during the booking process, such
as cancellation, check-in, smoking etc. Suggested copy is below.
Our hotel has a [name of policy and any relevant details].
All Tiers
Executive Lounge
Use this section to provide details on the Executive Lounge. Suggested
copy is provided for each member tier below.
Staying on an executive floor? Join us in the Executive Lounge, located on the [floor number],
Member from [opening times/days]. Be sure to have your Digital Key ready for entry.
Staying on an executive floor? Join us in the Executive Lounge, located on the [floor number],
Silver from [opening times/days]. Be sure to have your Digital Key ready for entry.
Staying on an executive floor? Join us in the Executive Lounge, located on the [floor number],
Gold from [opening times/days]. Be sure to have your Digital Key ready for entry.
As a Diamond member, enjoy free access to the Executive Lounge, located on the [floor
Diamond
number] from [opening times/days].
Evening Social (Homewood Suites only)
Use this section to provide details on the Evening Social.
Suggested copy is provided below.
Join us for our Evening Social on [days and times] in our [venue at hotel].
Beverages and small plate offerings will beserved.
All Tiers
Evening Reception (Embassy Suites only)
Use this section to provide details on the Evening Reception.
Suggested copy is provided below.
Join us for our Evening Reception on [days and times] in our [atrium or
other venue].
All Tiers
Resort Charge (Resorts only)
This field should only be used if your property charges a flat-fee resort charge
per night. Resort fees show in a blue banner on the website booking funnel and
are approved by Revenue Management. Taxes and other charges should not be
included below. Provide details on the Resort Charge and included amenities.
Suggested copy is provided below.
Our Resort Charge of $x per day provides[list amenities
All Tiers covered by resort charge].
Digital Key Questions:
[email protected]Content Gateway/Copy Questions:
Ask a Question
ECG Contact:
HiltonECG.com
