Hotelier Hilton Gets Tough with Online Agents

30 September 2004

In a move to prevent internet travel companies from damaging its reputation and profits, hotel and gambling group Hilton is imposing a new code of conduct which must be agreed by online agents before they are allowed to book hotel rooms.

The company's decision follows that of rival InterContinental Hotels group, which sacked online distributor Expedia for not accepting its terms.

Hilton now requires that intermediaries provide customers with all available room prices rather than promoting those on which they make the most profit. It also requires companies to provide details of their commissions and share the risk of room allocation.

Says ceo David Michels: "We want to deal with these companies but at the end of the day if they don't display the product in the way that we want they won't get to sell it." was the first online distributor to sign up to the new rules.

Data sourced from: Financial Times; additional content by WARC staff