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Digital Check-in and Room Selection FAQ

  1. What new digital advancements has Hilton Worldwide recently introduced?
    Exclusive to the Hilton HHonors program, as a member you can now check-in and select your room from a digital floor plan or list directly from a mobile device, tablet or computer at all U.S. properties across Hilton’s 11 brands. This service will be available at all Hilton properties worldwide by end of year. You can further customize your stay by purchasing a room upgrade (if available) and requesting specific amenities to be delivered to your room before arrival.
  2. How does the room selection process work?
    At 6 a.m. the day before a booked stay, you can sign-in to your HHonors account via your mobile device, tablet or computer to check-in and choose your preferred room via floor plan maps or lists populated from the hotel’s available inventory. Rooms offered through the digital check-in process are on a first come, first-served basis. Check-in time is not dictated by Hilton HHonors tier.
  3. I’m not a HHonors member yet, but I would like to choose my room. How can I do this?
    This feature is exclusively available to Hilton HHonors members. But anyone can sign up to be part of Hilton HHonors – it’s free. Create a profile here.
  4. Which Hilton properties can I use digital check-in with mobile room selection?
    You can use these features at U.S. properties of all 11 Hilton Worldwide brands. By the end of 2014, room selection, either from digital floor plans or lists, will be available globally for over 650,000 rooms at more than 4,000 hotels across Hilton’s portfolio of 11 brands. Download the Hilton HHonors app here.
  5. Which apps can I access digital room selection on?
    Digital check-in with room selection is currently available to guests using the HHonors app on Apple IOS 8, Apple IOS 9, Android and Windows. We are working to expand this feature to select individual property apps, including the Waldorf Astoria Hotels & Resorts, Conrad Hotels & Resorts, Hilton Hotels & Resorts, Homewood Suites and Home2 Suites. Regardless of your digital platform, you can still select a room through digital check-in directly on our website or mobile website.
  6. When I select a room, will I receive a confirmation of that room number? What happens if I need to cancel a reservation?
    Once you have completed your reservation with room selection, you will receive a confirmation notification. The hotel’s inventory is then updated in real time to reflect that your room is no longer available. Should you need to cancel a reservation, please call the hotel directly. We plan to enable in-app cancellation in the near future.
  7. If I use mobile check-in, where do I pick up my room key?
    When you arrive on property, you simply need to go the front desk for an express check-in where your room key will be waiting for you.
  8. Will I still get HHonors upgrades if I use the room selection feature?
    Yes – the app will grant the standard HHonors upgrades we offer our Gold and Diamond members. On the day of arrival, complimentary room upgrades are based on availability at the time of check-in. Availability is dynamic and always changing, so hotels take this fluidity into account when determining if they are able to offer a complimentary room upgrade. Hotels do their best to upgrade guests as often as possible. Additionally, there are several ways to guarantee an upgraded room type prior to arrival such as redeeming HHonors Points via Premium Room Rewards or Room Upgrade Rewards.
  9. Are there plans for future digital amenities?
    Yes – in 2015, Hilton will introduce technology that enables smartphones to be used as room keys, allowing you to bypass the front desk completely. All U.S. hotels across four Hilton brands will have this capability by the end next year, and by the end of 2016, the majority of our rooms system-wide will be equipped with this functionality.
  10. Will my data be secure using room selection or straight to room?
    All of Hilton’s proprietary systems undergo rigorous testing and validation. Guest-facing systems have proven to be reliable and secure. Additionally, before new technology is deployed to our hotels, more rigorous internal testing is supplemented with certification by external security experts.