Adapting to Customer Trends: How Hilton San Francisco Financial District Elevates the Customer Experience with TrueTour™

Hilton San Francisco Financial District is an unique destination in the city with iconic views of Alcatraz and the San Francisco Bay, and less than a mile from the Ferry Building, Union Square, and Coit Tower. The building was renovated in 2023, offering guests with 544 rooms and 20,000 sq. ft. of meeting spaces, with the focus on corporate events and some social and wedding bookings as well.

Situation

According to Karen Simon, the Director of Sales, San Francisco’s market is still recovering from the pandemic, and self-contained and business travel levels are below pre-pandemic rates. Karen mentioned that the main challenge is not promoting her hotel itself, but promoting San Francisco as a destination, since the city is trying to overcome its negative perceptions related to safety, cleanliness, and crime. While some hotels are affected by their proximity to higher-risk areas, there have been increases in street teams and cleanliness, along with a reported decrease in crime, although these positive developments often go unreported in the media. She hopes that upcoming local leadership changes will improve the city’s image.

We personally have seen an increase in street teams and cleanliness. Recent stats that the police department has put out with a decrease in crime. So there’s a lot of positive things happening too.

Process

Back in February 2023, the regional sales VP strongly recommended that properties adopt Visiting Media as their immersive tour platform to stay competitive, particularly as many hotels in San Francisco had already adopted this approach. His recommendation stemmed from the necessity to offer prospective guests a virtual experience that showcases the hotels, enabling them to conveniently explore the properties from their devices—especially relevant with the rise of remote work. Karen and the team immediately recognized TrueTour’s potential after the initial conversation with Visiting Media’s sales team, which featured a comprehensive platform demonstration with real examples, including PDFs, 360º photos, 3D models, and a drone tour.

Solution and Results

Karen and the team actively share their TrueTour links on their proposals and emails to help clients make final decisions faster, as well as provide essential property information for incoming attendees such as pre-arrival details, ensuring they know important navigation tips to the property. TrueTour also significantly saves time by reducing back-and-forth communication and streamlining follow-up questions about proposals, such as space details and floor plans. It allows clients to access information directly from the platform, minimizing the need for site inspections, especially during busy periods like budget season. While face-to-face interactions are still valued, the tool enhances efficiency in handling routine inquiries and daily tasks.

She also points out that the younger generations entering the hospitality industry are our future planners, and they are highly tech-oriented. Having tools like this readily available is essential for keeping pace with their needs and expectations, while staying ahead of the curve with the competition.

A Big Win

In January, a planner that booked a program with Karen at the hotel mentioned how she frequently referred to the TrueTour experience we provided her during the proposal time while preparing for her event at our hotel. She found the tool extremely helpful for creating diagrams and sharing information with her CEO and clients. This feedback was encouraging, especially since Karen want clients to effectively use the resources she invests in. Shortly after, she discovered that the tool had received about four thousand clicks in a month, partially coming from this specific program, indicating strong engagement from end-users.“It was just great to hear this feedback because you know, you want to hear these things especially when investing in a tool. I want to hear that they’re using it right. It was wonderful!”

Summary

Hilton San Francisco Financial District is not only working to enhance its own positioning in a recovering market but is also embracing innovative solutions like TrueTour to meet the evolving needs of clients and guests. As the hospitality industry adapts to changing perceptions and technological advancements, the hotel’s commitment to leveraging immersive experiences exemplifies its proactive approach to attracting business and fostering lasting relationships.

Hilton San Francisco Financial District Quicklook

• Ownership Group: Aimbridge Hospitality
• Brand: Hilton International
• Segment: Premium – Full Service
• Space: 544 rooms | 20,000 sq. ft. meeting space
• TrueTour Facts: clients making final decisions faster. Team significantly saving time by reducing back-and-forth communication and streamlining follow-up process