Hilton had a well-functioning website for years, but continuous updates over the past year have broken it or made it less useful for frequent travelers.
Do we need that map that takes 75% of the screen when you are searching for hotels or what up with the search returning irrelevant results? Has the project management left the building, and this has been moved to some outsourced team to deal with?
You can access Hilton here.
When you search for the Netherlands?
You get Netherlands Pl in Columbus Ohio.
When you try to search for Japan? The website suggests Japantown in San Francisco!
But if you don’t choose anything but press enter, you get options in Japan.
According to the website, there are no Hilton affiliated hotels in the country?
LHR? The most relevant option is the last one. There is LHR Ln in Texas that is prioritized over the airport.
And I could go on and on.
Does anybody pay any attention to how these hotels are presented on the website?
The stupid map here takes maybe 80% of the screen, and the most useful information about the hotels is around 5%.
I cannot stand it when hotels and airlines “enhance” their websites, making the actual booking process more cumbersome. Hilton is not the only violator here.
You would think that these hospitality sector businesses would pay for usability experts to come up with working websites without all the garbage?
This is the reason why I don’t book directly with the airlines. Too many clicks and merchandising that wastes my time compared to an OTA.
I believe in the KISS (Keep It Simple Stupid). Designers and managers need to prove their existence (and burn budgets) by breaking something that works.