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Hilton Expands On Property Messaging In Response to Changing Traveler Communication Preferences
To support the growing need for frictionless travel
and introduce easier ways for guests to engage with hotel teams, Hilton is
expanding its mobile messaging platform to its more than 7,000 Hilton
properties worldwide by the end of 2024. The system, developed in partnership
with Kipsu, the industry-leader in real-time engagement, will enable messaging
via the Hilton Honors app, SMS, WhatsApp and other messaging channels. The
digital messaging capability will enable a two-way, immediate exchange between guests
and hotel teams to answer questions, address concerns, arrange experiences and
more.
“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 digital expansion spotlights a dramatic shift
in traveler communication preferences. The first Hilton property launched with
Kipsu messaging in 2013 and had more than 40% of guests respond to the hotel
welcome message. In 2023 alone, 3,618 Hilton properties using Kipsu facilitated
over 10.5 million conversations with nearly 70 million messages, leading to 70%
of guests who used messaging indicating that it improved the overall
satisfaction of their stay experience.
“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,” said Kathy Heneghan, general manager, Embassy Suites by Hilton Chicago
Downtown Magnificent Mile.
“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.”
As featured in Hilton’s 2024 Trends Report,
80% of global travelers expect to be able to easily integrate personal devices
with on-property technology. Hilton’s expansion of mobile messaging is one of
many digital innovations helping to enable more seamless and personalized
stays – from Hilton Honors Digital Key, which was downloaded more than 12.3
million times last year, to Hilton’s Connected Room Experience, which was
enabled for more than 17 million guests staying in the more than 135,000
tech-enabled rooms in 2023.
To book your next stay with Hilton, visit Hilton.com. For more information
on Kipsu, visit Kipsu.com.
Image Credit: ©
Hilton Hotels
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