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Hilton 2.0: Cloud Tech Meets Customizable Stays in Bold 2026 Transition

Hilton’s OnQ system has served as the backbone for front-desk and property operations. However, the rapidly evolving expectations of digitally-savvy travelers have led Hilton to rethink its technology stack. Enter the PEP platform—potentially branded as Prodigy—designed to be cloud-based, flexible, and scalable.

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Hilton Worldwide Holdings Inc.

Hilton is embarking on a major technological and operational evolution that will reshape both how its properties function and how guests experience their stays. Forst reported by LoyaltyLobby, by 2026, Hilton will retire its legacy OnQ system and replace it with a next-generation Property Engagement Platform (PEP), developed in collaboration with HotelKey. Alongside this rollout, Hilton will also introduce standardized fees for guaranteed late check-outs across all brands—marking a shift toward modular, à la carte pricing similar to what the airline industry has long embraced.

A Major Tech Overhaul: From OnQ to PEP (Prodigy)

For more than two decades, Hilton’s OnQ system has served as the backbone for front-desk and property operations. However, the rapidly evolving expectations of digitally-savvy travelers have led Hilton to rethink its technology stack. Enter the PEP platform—potentially branded as Prodigy—designed to be cloud-based, flexible, and scalable.

Key Features of PEP

• Scalable Cloud Integration: Built in partnership with HotelKey, PEP will replace OnQ at all 7,000+ Hilton properties globally by 2026.

• Streamlined Staff Training: Through TrainKey (part of the PEP ecosystem), employee onboarding time has been slashed from 40 hours to just 4.

• Guest-Centric Efficiency: The system reduces time spent on check-in/check-out processes, allowing team members to focus on hospitality.

• Seamless Digital Syncing: PEP integrates with Hilton’s existing innovations like Digital Key, Digital Key Share, and mobile booking features.

• Customizable Add-Ons: The platform will enable merchandising of stay enhancements—from late check-outs to early check-ins and pet fees.

The rollout began with Hilton’s focused-service brands (Hampton, Tru) and is expanding to full-service and luxury brands through 2025. As of early 2023, more than 1,200 properties had already adopted the new system, with 50 more onboarding each week.

Standardizing Late Check-Out: A New Revenue Stream

With the backend ready to support new functionality, Hilton is also changing how it handles late check-outs. Historically offered on a space-available basis and loosely tied to elite status, this benefit is being overhauled into a standardized, paid upgrade.

What’s Changing?

• Confirmed Late Check-Out Now a Paid Add-On: Guests can now purchase guaranteed late check-out during booking or via the Hilton app up to 72 hours before arrival.

• Fees Vary by Property Type: While amounts may vary slightly, Hilton has set baseline availability—20 slots per day at full-service hotels, 10 at select-service properties.

• Pricing Excludes Taxes: Guests should expect the actual cost to be 10–15% higher than listed due to local taxes and fees.

• Availability Control: Hotels can limit access to this perk on high-demand days or close it entirely based on occupancy.

This change aligns with Hilton’s wider trend of offering customizable experiences, transforming benefits that were once complimentary (or informal) into upsell opportunities.

Impact on Hilton Honors Members

Late check-out was never officially guaranteed for Hilton Honors elite members—unlike rival programs like Marriott Bonvoy or World of Hyatt, which offer confirmed late check-out for elites (with exceptions at resorts and conference hotels).

Hilton has:

• Removed late check-out from its elite benefit posters.

• Omitted it from the Honors benefit matrix.

• Left it vaguely referenced in the T&Cs and app descriptions.

The implication? Guests should no longer assume this is a loyalty perk, but rather an optional purchase—one that could soon be bundled with other add-ons for a fee.

The Bigger Picture: À la Carte Hospitality

Hilton’s changes are part of a broader shift in hospitality operations. Much like airlines have unbundled services—charging separately for seats, baggage, and food—Hilton appears to be headed toward a modular model of hotel stays.

Potential future add-ons may include:

• Early check-in

• Daily housekeeping services

• Room location preferences

• Premium internet or workspace setup

This approach allows Hilton to generate additional revenue while offering guests more personalized stays. It also reflects a growing demand for flexibility among travelers who prefer to only pay for what they use.

Key Features:

• PEP Platform Rollout: Hilton’s new cloud-based operational system will be deployed globally by 2026, replacing OnQ.

• Standardized Paid Late Check-Out: Confirmed late check-outs will be available as paid add-ons, no longer tied to elite status.

• Operational Efficiency: PEP enhances guest interactions and dramatically reduces staff training times.

• Add-On Culture: Hilton is aligning with airline-style pricing models, selling formerly bundled services à la carte.

• Member Expectations Shift: Hilton Honors benefits are being redefined, emphasizing flexibility over entitlement.

As Hilton transitions into this next chapter of tech-driven hospitality, it’s clear that the brand is doubling down on personalization, efficiency, and monetization. For guests, the future means more choice—but also more decisions at checkout.

Source: GLO