Hilton(US:HLT) 新浪财经·2025-11-01 07:35Core Viewpoint - The article discusses a serious incident at the Hilton Garden Inn in Suzhou, where a stranger entered a guest's room due to a hotel staff error in operating the room key, highlighting significant security and operational failures within the hotel [3][4][6]. Incident Summary - A guest, Mr. Sun, reported that a naked man entered his hotel room at midnight, which was attributed to a mistake by the hotel front desk in issuing the room key [3][4][7]. - Mr. Sun expressed strong anger towards the hotel, citing a malfunctioning door lock that did not alert them when the door was opened [4][8]. - The hotel staff acknowledged the incident but did not provide specific details or compensation amounts during inquiries [4][8]. Consumer Complaints - Hilton hotels have faced ongoing consumer complaints, with over 3,463 complaints reported, ranging from issues with membership rights to cleanliness and service delays [9][15]. - A specific incident involved a guest being charged $3000 for not occupying a room, raising concerns about privacy and customer rights [10][12]. Financial Performance - Hilton's Q3 2025 financial report showed mixed results, with total revenue of approximately $3.12 billion, a year-on-year increase of 8.82%, and a net profit of about $420 million, up 22.09% [16][17]. - However, key operational metrics showed declines, with occupancy rates down 0.5% to 74.5%, average daily rate (ADR) down 0.5% to $160.25, and revenue per available room (RevPAR) down 1.1% to $119.33 [18][19]. - The U.S. market underperformed, with RevPAR declining 2.3%, attributed to reduced international travel and unfavorable holiday arrangements [22].