We partnered our client, Hampton by Hilton, with London’s Goldsmiths University and the smiliest man in town, Big Zuu to prove how friendly service impacts a hotel stay. The goal? To reinforce Hampton’s brand ethos of “Hamptonality” in an emotionally engaging way.
A social experiment used biometric tracking, facial analysis, eye-tracking, and guest feedback to measure how warm, friendly service influences emotional response and the satisfaction of a hotel stay.
The findings revealed that guests who received friendly service rated their stay 22% better, felt 51% more welcome, and were 75% more likely to return. Perhaps most surprisingly, food was even said to taste better, and drinks more enjoyable when served with a smile.
Bringing the results to life, rapper and TV personality Big Zuu – known for his big smile and infectious energy – put the science to the test, seeing how simple gestures like a smile make a hotel stay more memorable.
Hampton by Hilton’s, Shruti Gandhi Buckley, Global Brand Head, shared how this experiment had given clout to the “why” behind the brand’s “Hamptonality” ethos, and the reason it’s the heartbeat of the brand’s hospitality.
The campaign successfully transformed a simple brand truth into a scientifically-backed narrative, cementing Hampton by Hilton as a leader in hospitality, proving once and for all, that service with a smile, is the ultimate travel upgrade.
