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Hilton Expands Welcome Program for Chinese Travelers Globally

Tuesday, March 17, 2015
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Hilton
Hilton

Hilton Worldwide today announced the expansion of Hilton Huanying (huān yίng) - a program that offers Chinese travelers a customized hospitality experience during their stay - to more than 110 Hilton Worldwide properties globally. As Chinese citizens make up the world's largest outbound travel market1 and are continually evolving in their needs, Hilton has updated the Huanying program amenities and service standards. These offerings meet the needs of the modern day Chinese traveler, while maintaining the comforts that harken back to home. With this expansion, Hilton Huanying - deriving its name from the Chinese word for 'welcome' - will now greet guests at participating hotels under brands including Hilton Hotels & Resorts, Waldorf Astoria Hotels & Resorts, Conrad Hotels & Resorts and DoubleTree by Hilton in more than 30 countries and 65 cities popular among Chinese travelers, including Tokyo, Seoul, London, Paris, New York and San Francisco.

"Huanying is an essential part of the Hilton hospitality promise, welcoming Chinese travelers with a level of service and personalization we know they expect and enjoy," said Rob Palleschi, global head, full service brands, Hilton Worldwide. "Since being introduced in 2011 at 51 properties in 13 countries, Huanying has empowered more than a million Chinese travelers to explore new destinations with the comforts of home. We are very proud of this program, and the benefits are clear. Chinese travelers who stay at Huanying properties express a greater overall satisfaction in their hospitality experience."

Chinese outbound travel is expected to grow at an unprecedented pace, with the number of outbound Chinese travelers expected to double from 100M to 200M by 20202, and Hilton is responding by enhancing its Huanying program. Through its extensive field research, Hilton has discovered that Chinese guests who stay at participating properties expressed a substantial increase in customer satisfaction in areas including service, accommodations, property loyalty and overall experience. In fact, a third party survey found that Hilton is the preferred hotel brand amongst Chinese travelers3.

"Driven by our in-depth knowledge of China, where we have been operating hotels for over 25 years, and our position as a global hospitality company with over 4,300 hotels operating in 94 countries, we have a unique advantage in addressing the needs of the Chinese travelers," said Martin Rinck, president, Asia Pacific, Hilton Worldwide. "With this in mind, we applied our comprehensive understanding of where Chinese travelers like to visit and what they look for when they stay at a hotel, in order to develop a tailor-made service that better meets the needs of our Chinese guests, in the form of Hilton Huanying."

In order to continue to best serve the needs of the evolving Chinese traveler, Huanying program offerings have been expanded to include additional locations, expanded traditional breakfast options and a 24-hour interpretation service that Mandarin-speaking guests may access during their travels.

These offerings were added while maintaining Huanying's focus on three signature hospitality touch points: the arrival experience, guest room amenities and the breakfast experience. The complete list of Huanying offerings include:

Arrival Experience
• Huanying Greeting: a welcome note in Simplified Chinese
• Mandarin interpretation service (Many properties offer Mandarin speaking team member(s) as well)
Guest Room Amenities
• Tea kettles
• Jasmine tea
• Slippers
• Dedicated Mandarin-speaking television channel
Breakfast Experience
• Two varieties of congee with condiments, fried rice or fried noodles, a dim sum selection, fried dough fritters (crullers), hard boiled eggs, Chinese tea, fresh fruit and soy milk
• Chinese culinary utensils including chopsticks, Chinese spoons and a soy sauce dish
Travelers may access a list of participating Hilton Huanying hotels at www.hilton.com.cn/huanying. To download images and access more information, visit news.hilton.com/huanying. Information in Chinese is available at www.hilton.com.cn and news.hilton.com.cn/huanying.


About Hilton Hotels & Resorts
Founded in 1919 as the flagship brand of Hilton Worldwide, Hilton Hotels & Resorts continues to build upon its legacy of innovation by developing products and services to meet the needs of savvy global travelers at more than 550 hotels across six continents. Hilton is the stylish, forward-thinking global leader in hospitality with Team Members shaping experiences in which every guest feels cared for, valued and respected. Access the latest news at news.hilton.com and begin your journey at www.hilton.com or www.hilton.com/offers for the latest hotel specials. Hilton Hotels & Resorts is one of Hilton Worldwide's 12 brands.

About Hilton Worldwide
Hilton Worldwide (NYSE: HLT) is a leading global hospitality company, spanning the lodging sector from luxury and full-service hotels and resorts to extended-stay suites and focused-service hotels. For 95 years, Hilton Worldwide has been dedicated to continuing its tradition of providing exceptional guest experiences. The company's portfolio of twelve world-class global brands is comprised of more than 4,300 managed, franchised, owned and leased hotels and timeshare properties, with more than 715,000 rooms in 94 countries and territories, including Hilton Hotels & Resorts, Waldorf Astoria Hotels & Resorts, Conrad Hotels & Resorts, Canopy by Hilton, Curio - A Collection by Hilton, DoubleTree by Hilton, Embassy Suites Hotels, Hilton Garden Inn, Hampton Hotels, Homewood Suites by Hilton, Home2 Suites by Hilton and Hilton Grand Vacations. The company also manages an award-winning customer loyalty program, Hilton HHonors®. Visit news.hiltonworldwide.com for more information and connect with Hilton Worldwide at www.facebook.com/hiltonworldwide, www.twitter.com/hiltonworldwide, www.youtube.com/hiltonworldwide, www.flickr.com/hiltonworldwide, and www.linkedin.com/company/hilton-worldwide.

References
1. China Outbound Tourism in 2013. (2013, January 1). Retrieved February 27, 2015, fromhttp://www.travelchinaguide.com/tourism/2013statistics/outbound.htm
2. CLSA: US Lodging Sector Outlook (Oh, J., 20 January 2015, p. 1)
3. CLSA: US Lodging Sector Outlook (Oh, J., 20 January 2015, p. 1, chart 1)

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