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Hampton Hotels Celebrates 20 Years Of The Satisfaction…Guarantee

Industry-First Policy Keeps Hampton Customers Loyal.

Tuesday, October 20, 2009
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In 1989, Hampton made history globally by becoming the first hotel brand to offer its guests an unconditional, “100% satisfaction guarantee.” Now, 20 years later, that promise remains the same: If for any reason a guest isn’t completely satisfied, that guest isn’t expected to pay. It’s a simple promise, but one that has shaped the Hampton brand culture empowering all hotel team members and allowed it to thrive, growing into a global brand with over 1700 locations.

The “100% Satisfaction Guarantee” began in early 1989 with a test group of Hampton Inn franchisees. While these owners were eager to provide a guarantee to their customers, they were concerned that a guarantee might be abused. It was not. And today, approximately 4 rooms per 1000 booked are refunded. “The guarantee comforts our guests because they know that if they are not entirely pleased with their Hampton experience, they don’t have to pay,” says Dave Lentz, Chairman and CEO of The North Central Group and Hampton Inn franchisee since 1985. “Furthermore, the guarantee makes the owners good stewards of their properties, not just basic caretakers. If we are asked to refund a room, we fix whatever is wrong. And fast. So it hopefully doesn’t happen again.” Such focused attention to constant customer satisfaction has enabled the brand to continue to flourish and grow year after year.

“General Motors is just now offering a 60-day, money back guarantee on all of its automobiles if the purchaser isn’t completely satisfied,” says Mike Harrell, President and CEO of Vista Host and Hampton Inn franchisee since 1986. “It seems as though everyone else is finally starting to catch on to what we started 20 years ago. If you can’t guarantee your product to the customer, then what is it you’re offering them?”

“At Hampton, ‘100% Satisfaction Guaranteed’ is more than a policy or a slogan, it has become the foundation for our business model,” said Phil Cordell, global head of focused service brands & Hampton brand management. “The Guarantee has become ingrained in all of us at Hampton. And every single employee, from front-desk clerks to housekeepers to maintenance staff are empowered to offer any guest a refund should they request it.” This 20-year promise of satisfaction has kept Hampton among the top performing hotel brands in customer loyalty and satisfaction year after year and will continue to guarantee satisfaction when you find yourself staying with Hampton.

While announcing the 100% Satisfaction Guarantee anniversary in New York this week, Hampton and comedian John Sweeney asked passersby’s in Times Square, “what in life they wished came with a 100% guarantee?” Answers to this question can be viewed on Hampton’s YouTube channel at Youtube.com/hamptonhotels.

Extending Hampton’s anniversary celebration to the public, Viator.com, is conducting an online contest that asks Viator Travel Blog readers to answer the question, “What in life do you wish came with a 100% guarantee?” Viator.com will accept answers in the form of blog comments at http://tinyurl.com/yhle946 for 20 days, starting today, in honor of the 20th anniversary. On Nov. 3, one participant will be selected to receive 20 free nights, a $1,900 value, at any Hampton of their choice as well as a $200 Viator.com gift certificate.

In addition, Hampton fans can double their chances of winning a free night at Hampton by following @HamptonFYI on Twitter and sending an @reply to HamptonFYI with their response to the same question above, followed by the #100%SG hashtag. For 20 days, between Oct. 15 and Nov. 3, 20 @HamptonFYI followers who answer this question will be randomly selected to win a free night stay at any Hampton location. More information on the @HamptonFYI giveaway can be found on Hampton’s Official Rules page.

About Viator
Viator is the world's leading online resource for travel experiences, providing access to more than 5,500 tours, attractions and activities in 450-plus destinations in 75 countries. Viator – the Latin word for traveler – offers travelers a one-stop shop to plan, research and book trip activities with helpful resources like 100,000+ traveler reviews and photos, star ratings, suggested itineraries and the award-winning Viator Travel Blog. Viator's in-house travel experts have picked respected and trusted local operators to ensure a quality experience, value and service, all backed by Viator’s low-price guarantee. Viator is headquartered in San Francisco with regional offices in Sydney, London and Las Vegas.

About Hampton Hotels
Hampton, which includes Hampton Inn, Hampton by Hilton and Hampton Inn & Suites® hotels, is a mid-priced leader in the lodging segment. Hampton is part of Hilton Worldwide. For more information www.hampton.com

About Hilton Worldwide
Hilton Worldwide is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For 90 years, Hilton Worldwide has been offering business and leisure travelers the finest in accommodations, service, amenities and value. The company is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our brands are comprised of more than 3,300 hotels in 77 countries and include Waldorf Astoria Hotels & Resorts, Conrad Hotels & Resorts, Hilton, Doubletree, Embassy Suites Hotels, Hilton Garden Inn, Hampton Inn & Suites, Homewood Suites by Hilton, Home2 Suites by Hilton and Hilton Grand Vacations. The company also manages the world-class guest reward program Hilton HHonors®.

For more information about the company, please visit www.hiltonworldwide.com
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