Double Tree social media profiles and brand voice

While the parent company Hilton has a plethora of hotel brands, the DoubleTree brand provides a warm welcome to its visitors. The DoubleTree brand is not only famous for their luxurious hotels, but also their cookies. They don’t hold back from showing off their infamous cookies on social media when promoting the DoubleTree brand. If you’ve ever had one of their cookies, you would know that DoubleTree goes to great links to boast about their cookies when promoting their brand.

“DoubleTree by Hilton is one of Hilton’s 14 brands. Unlike many hotels that cater to either business or leisure travelers, Hilton has developed the upscale DoubleTree brand to suit both. You can find DoubleTree locations in 41 countries, but the brand is heavily focused on the U.S. market.”

DoubleTree doesn’t differentiate from their customers. All their customers get the same warm greeting and their famous cookies, but that wasn’t always the case. “ In the early ’80’s, many hotels gave treats (like fresh baked cookies) to their VIP guests. But DoubleTree (Hilton) Hotel decided they wanted to make each one of their guests feel like a VIP by offering every single one of them a freshly baked, monstrous chocolate chip cookie.”

Food is celebrated throughout the world. DoubleTree welcomes their guest by offering them warm chocolate chip cookies. Who doesn’t like chocolate chip cookies? “It all starts with a warm chocolate chip cookie, a simple touch that sets the tone to create a rewarding experience for a guest’s entire stay. DoubleTree by Hilton™ understands that doing the little things well can mean everything.”

Come hungry but don’t leave hungry. Customer service is top notch at DoubleTree. DoubleTree is now implementing a broader welcoming message across their brand with an Out-of-home (OOH) service.

“For DoubleTree, chocolate chip cookies have embodied hospitality for years, as the chain welcomes guests with them at check-in and sends off guests with the treats at check-out. Now, the hotel chain is integrating this service into a broader message about being welcoming and integrating it in OOH activations and on social media to connect with potential new customers.”

DoubleTree’s customer service message echos on their social media platforms.

“For example, one of the signature offerings of DoubleTree by Hilton has long been a warm chocolate chip cookie at check-in. The brand extended this fun, memorable touch point to social media with #CookieCare, encouraging visitors to post photos or requests for cookies using the hashtag. Over the last two years, DoubleTree has deepened guest experiences with surprise cookie deliveries and “Cookie Care Packages” as well as free travel vouchers.”

DoubleTree’s brand voice carries across all their social media platforms. Their brand voice is consistent and professional. By the look and feel of all of their social media accounts, you could tell it was from DoubleTree. As expected, they showed their infamous cookies as well.

What tone do they take with customers? DoubleTree takes a soft, warm and inviting tone with their customers. The customer support options were easy to find. Their phone number was 1 click or swipe away. In addition, their staff is very friendly and helpful. They go above and beyond to help their customers with customer service.

“When it comes to travel, a warm welcome and an inviting hotel can make all the difference. Whether you’re traveling for work or on vacation, you’ll always be greeted with a smile and our signature warm chocolate chip cookie.”

I’ve been fortunate enough to have stayed at several DoubleTree hotels. For me, it always felt like I was welcomed as an honored guest. And yes, their cookies are fantastic! I would absolute stay at DoubleTree again.

References:
Spencer Howard (November 2019) DoubleTree: Everything You Need to Know Plus 5 Great Redemptions retrieved from https://upgradedpoints.com/doubletree-guide/

Ashton (August 2017) DoubleTree Hotel Chocolate Chip Cookies retrieved fromhttps://www.somethingswanky.com/doubletree-hotel-chocolate-chip-cookies/

hiltonaffiliates.com (2019) Our Full Service Brands retrieved from https://www.hiltonaffiliates.com/our-brands-and-resources/full-service

David Kirkpatrick (Sept 2017) DoubleTree builds latest campaign around ‘warm cookie welcome’ retrieved from https://www.marketingdive.com/news/doubletree-builds-latest-campaign-around-warm-cookie-welcome/504905/

conversocial.com (2019) Executive Summary retrieved from https://www.conversocial.com/social-media-customer-service-for-travel

hilton.com/en/doubletree/ (2019) Cookies in Space retrieved from https://www.hilton.com/en/doubletree/