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Hilton Sees Another Big Surge in Membership and Engagement

July 24, 2019
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3 min read
Hilton Moorea Lagoon Resort and Spa - lagoon bungalow
Hilton Sees Another Big Surge in Membership and Engagement
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Hilton is continuing its momentum with impressive Q2 2019 results. Following a 20% surge in membership just a quarter ago, president and CEO Chris Nassetta reported on Hilton's earnings call on Wednesday that it now has "more than 94 million members, up more than 20% year-over-year with meaningful increases in engagement."

Nassetta added that "active members account for more than half of [Hilton's] global members." The number of loyalty-program members hitting 100+ nights annually in Hilton properties is up nearly 60% from last year.

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Interestingly, he also elaborated on Hilton's drive to see incremental improvements on engagement at lower levels. While Hilton no doubt appreciates points and miles hounds that scrape together enough Honors points for a weeklong stay in Moorea, it's focused on connecting with those who stay less frequently. "The more engagement, the more share of wallet we get," said Nassetta. "The more that people are using their points and doing things with it that get them active in our system — that get them in our app and get them thinking about us — the more they spend with us."

Hilton Moorea Lagoon Resort and Spa - overwater bungalow porch
Hilton Moorea is home to some of the most stunningly positioned overwater bungalows in the world (Photo by Darren Murph / The Points Guy)

We also learned that aspirations and actions are quite different. In answering an investor question on Hilton's foray into luxury, Nassetta offered the following: "While people aspire to go to the Maldives, that's not actually what they do. More often than not, they use [Honors points] for the mundane things in life, like going to New York City for a weekend or to Pennsylvania for a soccer tournament with their kids. They use the points they earn traveling on business to satisfy the needs of their personal life."

He reiterated that while luxury was a part of Hilton's overall equation, "it's a relatively small part of it in terms of the other parts of the ecosystem that help drive loyalty."

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(Photo by Scott Mayerowitz / The Points Guy)

In February 2019, Hilton tiptoed around investor questions on the reason for the recent surge, not wanting to directly cite Marriott's documented IT woes following its merger with SPG.

This quarter, it's enjoying a 20% increase in net income from the same period in 2018, as well as an 11% uptick in adjusted EBITDA, exceeding the high end of guidance. Revenue per available room (RevPAR) was up 1.4% year-over-year on a currency-neutral basis, which means that people are paying more on average for each stay.

Hilton opened 17,100 rooms across 123 hotels this quarter. That includes the newly-opened Waldorf Astoria Dubai International Financial Centre and the Waldorf Astoria Maldives Ithaafushi, contributing to the company's goal of growing its luxury portfolio by 17% in 2019.

Editorial disclaimer: Opinions expressed here are the author’s alone, not those of any bank, credit card issuer, airline or hotel chain, and have not been reviewed, approved or otherwise endorsed by any of these entities.

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  • 3 points per dollar spent on flights booked directly with the airline or with amextravel.com
  • Packed with credits foodies will enjoy
  • Solid welcome bonus

Cons

  • Not as useful for those living outside the U.S.
  • Some may have trouble using Uber and other dining credits
  • You may be eligible for as high as 100,000 Membership Rewards® Points after you spend $6,000 in eligible purchases on your new Card in your first 6 months of Card Membership. Welcome offers vary and you may not be eligible for an offer. Apply to know if you’re approved and find out your exact welcome offer amount – all with no credit score impact. If you’re approved and choose to accept the Card, your score may be impacted.
  • Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year.
  • Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
  • Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com.
  • Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com.
  • Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases.
  • $120 Uber Cash on Gold: Add your Gold Card to your Uber account and get $10 in Uber Cash each month to use on orders and rides in the U.S. when you select an American Express Card for your transaction. That’s up to $120 Uber Cash annually. Plus, after using your Uber Cash, use your Card to earn 4X Membership Rewards® points for Uber Eats purchases made with restaurants or U.S. supermarkets. Point caps and terms apply.
  • $84 Dunkin' Credit: With the $84 Dunkin' Credit, you can earn up to $7 in monthly statement credits after you enroll and pay with the American Express® Gold Card at U.S. Dunkin' locations. Enrollment is required to receive this benefit.
  • $100 Resy Credit: Get up to $100 in statement credits each calendar year after you pay with the American Express® Gold Card to dine at U.S. Resy restaurants or make other eligible Resy purchases. That's up to $50 in statement credits semi-annually. Enrollment required.
  • $120 Dining Credit: Satisfy your cravings, sweet or savory, with the $120 Dining Credit. Earn up to $10 in statement credits monthly when you pay with the American Express® Gold Card at Grubhub, The Cheesecake Factory, Goldbelly, Wine.com, and Five Guys. Enrollment required.
  • Explore over 1,000 upscale hotels worldwide with The Hotel Collection and receive a $100 credit towards eligible charges* with every booking of two nights or more through AmexTravel.com. *Eligible charges vary by property.
  • No Foreign Transaction Fees.
  • Annual Fee is $325.
  • Terms Apply.