Guests staying at Hilton hotels will soon be able to text for any on-property requests. Hilton is expanding its mobile messaging platform to over 7,000 properties globally by the end of this year.
Developed in collaboration with Kipsu, the digital messaging system will allow guests to message using the Hilton Honors app, WhatsApp, SMS and other messaging platforms. The system will enable a real-time two-way exchange between guests and hotel teams to answer questions, address issues, arrange experiences and more.
With a portfolio spanning 22 brands, Hilton has more than 7,500 properties totaling close to 1.2 million rooms across 126 countries.
“At Hilton, we have had a long-term commitment to digitally transform the travel experience and create a more seamless journey for guests, from booking to billing,” said Chris Silcock, president, global brands and commercial services, Hilton. “Travelers’ 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.”
This initiative highlights the dramatic shift in traveler communication trends. Hilton first rolled out the Kipsu messaging system in 2013 and had over 40% of guests responding to the hotel welcome message, Hilton said in a release.
“This partnership aligns perfectly with our mission to offer guests an unparalleled experience, as well as working with our hospitality brand customers as long-term trusted business partners,” said Chris Smith, CEO and co-founder, Kipsu. “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.”
In 2023, 3,618 Hilton properties using Kipsu facilitated more than 10.5 million conversations with around 70 million messages. Around 70% of guests who used the messaging system said that it enhanced the overall satisfaction of their stay experience.
The system has been implemented, and it has helped Hilton respond to guest inquiries and requests faster than before, ensuring that all their requirements were met even before arrival and during their stay, said Kathy Heneghan, general manager, Embassy Suites by Hilton Chicago Downtown Magnificent Mile.
According to Hilton’s 2024 trends report, 80% of travelers worldwide expect to be able to integrate their personal devices with the hotel’s technology seamlessly. Hilton’s expansion of mobile messaging is among the digital innovations to offer more efficient and personalized stays, including launching Hilton Honors Digital Key, which was downloaded over 12.3 million times in 2023 and Hilton’s Connected Room Experience, which was enabled for more than 17 million guests staying in over 135,000 tech-enabled rooms last year.