Hilton has announced that from the end of 2024, its guests worldwide will enjoy the convenience of texting for on-property requests, marking a step in the brand's commitment to meeting evolving traveller communication preferences.
Responding to the growing demand for seamless travel experiences, Hilton is extending its mobile messaging platform to more than 7,000 properties worldwide.
Developed in collaboration with Kipsu, a real-time engagement industry leader, the system enables messaging through the Hilton Honours app, SMS, WhatsApp and other channels. The digital messaging capability fosters a two-way, immediate exchange between guests and hotel teams, facilitating prompt responses to inquiries, addressing concerns, arranging experiences and more.
Kathy Heneghan, general manager of Embassy Suites by Hilton Chicago Downtown Magnificent Mile, highlighted the efficiency of the mobile messaging system, in a statement:
“Since implementing the mobile messaging system, we are able to respond to guest inquiries and requests faster than ever before, ensuring they have everything they need prior to arrival and throughout their stay.”
Shifts in traveller communication preferences
This digital expansion reflects a change in traveller communication preferences. The partnership with Kipsu began in 2013, and in 2023 3,618 Hilton properties engaged in more than 10.5m conversations and 70m messages. 70% of guests noted improved overall satisfaction with their stay due to messaging interactions.
Chris Silcock, president of global brands and commercial services at Hilton, said in a statement:
“Travellers’ preference to communicate with hotel team members via their mobile device is growing. By expanding this capability to all of our hotels around the world, we are meeting our guests where they are and creating an elevated and reliable experience for every guest during their stay.”
Strategic partnership, global impact and digital innovation
The collaboration with Kipsu aligns with Hilton's mission to offer an unparalleled guest experience.
Chris Smith, CEO and co-founder of Kipsu, stated: “Collaborating with Hilton enables us to bring our best-of-breed messaging solutions to a wider audience, ensuring that hotel guests across the globe enjoy a seamless and tailored experience.”
Highlighted in Hilton's 2024 Trends Report, 80% of global travellers expect easy integration of personal devices with on-property technology. Hilton's mobile messaging expansion is part of a suite of digital innovations, including the Hilton Honours Digital Key and the Connected Room Experience, contributing to more seamless and personalised stays for guests globally.
