Hilton Elevates Guest Experience with Global Expansion of Mobile Messaging Service
Hilton is revolutionizing the way guests interact with hotel teams by significantly expanding its mobile messaging platform across its entire portfolio of over 7,000 properties worldwide by the end of 2024. This innovative initiative, developed in collaboration with Kipsu, the leader in real-time engagement solutions, will enhance communication through the Hilton Honors app, SMS, WhatsApp, and other messaging channels, facilitating an instantaneous, two-way dialogue between guests and hotel staff. Whether it’s for a late check-out request, extra pillows, or any other need, guests can now effortlessly communicate their requests with a simple text.
Chris Silcock, President of Global Brands and Commercial Services at Hilton, emphasized the brand’s commitment to digitizing the travel experience, ensuring a seamless journey from booking to check-out. This move responds to the growing preference among travelers for mobile communication, aiming to provide a consistently elevated and reliable experience for guests during their stay.
The transition to digital communication has seen a notable increase in engagement, with the first Hilton property to adopt Kipsu messaging in 2013 witnessing over 40% of guests responding to the hotel’s welcome message. In 2023, Hilton properties utilizing Kipsu facilitated more than 10.5 million conversations through nearly 70 million messages, significantly enhancing guest satisfaction, with 70% of messaging users reporting an improved stay experience.
Kathy Heneghan, General Manager at Embassy Suites by Hilton Chicago Downtown Magnificent Mile, noted the system’s efficiency in responding to guest inquiries and requests, ensuring a personalized and hassle-free stay. This sentiment is echoed by Chris Smith, CEO and co-founder of Kipsu, who highlighted the synergy between Kipsu’s mission to provide unparalleled guest experiences and Hilton’s reputation as a trusted business partner in the hospitality industry.
This digital expansion is in line with findings from Hilton’s 2024 Trends Report, which indicates that 80% of global travelers expect seamless integration of personal devices with on-property technology. Hilton’s mobile messaging is part of a suite of digital innovations aimed at creating more seamless and personalized stays, including the Hilton Honors Digital Key, downloaded over 12.3 million times last year, and the Hilton Connected Room Experience, enjoyed by over 17 million guests in 2023.
For more information about booking your next stay with Hilton and experiencing the convenience of the expanded mobile messaging service, visit Hilton.com. To learn more about Kipsu and its real-time engagement solutions, visit Kipsu.com.