Case Study: Hilton achieves rapid social response and actionable guest insights with Awario

How Hilton uses social listening to win customers

Hilton, a global hospitality group with over 4,100 hotels, faced the challenge of monitoring and responding to thousands of social mentions from guests worldwide. In an Awario case study on social listening, the vendor outlines how Hilton needed a scalable way to catch both tagged and untagged conversations so it could provide timely customer support, capture feedback, and protect its reputation across channels.

Awario describes Hilton’s solution: a 24/7 social listening and engagement strategy that monitors brand- and hotel-level mentions, combines social support with call-center and in‑app channels via the Expion tool, and powers proactive programs like Hilton Suggests. The measurable impact includes handling roughly 1.5K Twitter mentions daily, answering about 3.3 tweets per hour with an average response time of 37.3 minutes, and targeting issue resolution within 12 hours — turning real-time social insights into improved service and marketing outcomes, as reported by Awario.

Hilton

Vanessa Sain-Dieguez

‎Social Business Lead & Strategist