Hilton innovates services to boost comfort of foreign travelers in China

In this provided photo, a smartphone screen shows the English version of DiDi guide service, provided by Hilton in 19 key cities across China. Courtesy of Hilton

SHANGHAI — Hilton, the world’s third-largest hotel chain by room count, has unveiled new initiatives to enhance the travel experience for international visitors at its flagship properties in China’s major destinations, including Shanghai and the emerging tourism hub of Quanzhou.

The efforts come amid a marked increase in inbound travelers to China. The proportion of inbound guests overtook prepandemic levels in June.

Recent government data shows foreign nationals entering Beijing reached 1.88 million as of mid-August, a 36.6 percent increase compared to the year before, while Shanghai welcomed 4.16 million overseas tourists in the same period, a jump of nearly 38 percent. Koreans alone accounted for 423,000 entries, a spike of 130.7 percent from last year, making them the largest inbound group.

Hilton has introduced advanced technology-driven amenities and city exploration programs to help guests overcome linguistic barriers in Shanghai.

In July, Hilton launched an English-language guide in partnership with DiDi, a major Chinese ride-hailing platform providing transportation in 19 cities. The system features international credit card payments, real-time bilingual chat between riders and drivers, and 24-hour English customer support.

The company also introduced artificial intelligence-powered translation technology to upgrade reservation systems and guest communications, offering support in more than 20 languages, including Korean.

Local Hilton hotels such as Waldorf Astoria Shanghai on the Bund offer comprehensive services ranging from airport transfers and translation assistance to currency exchange and curated itineraries. Hilton Shanghai City Center recently launched a multilingual “City in an Hour Exploration Guide,” spotlighting themed tour routes for cycling, walking and sightseeing.

In Quanzhou, Hilton Quanzhou Riverside offers a Xunpu women’s heritage welcome ceremony in addition to an English reception. The hotel also offers access to English-speaking travel guides, enabling immersive exploration of cultural experiences and local cuisine in the UNESCO World Heritage City.

According to Hilton executives, these innovations are designed to resolve communication barriers and help travelers discover city life beyond traditional tourism.

“We are redefining the experiential values of inbound cities for international travelers through innovative hotel services,” Benny Lee, vice president of operations for Hilton Greater China and Mongolia said. “Our multilingual guides and unique exploration routes aim to transform short stays into journeys of in-depth discovery.”