Hilton expands on-property messaging in response to traveler preferences

Hilton announced Tuesday it is expanding its mobile messaging platform to its more than 7,000 properties worldwide by the end of 2024 to support travelers’ changing communication preferences.

The system, developed in partnership with Kipsu, will enable messaging via the Hilton Honors app, text messages, 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.

“Travelers’ preference to communicate with hotel team members via their mobile device is growing,” said Chris Silcock, president of global brand and commercial services at Hilton. “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. By 2023, 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 at the Embassy Suites by Hilton Chicago Downtown Magnificent Mile.

Chris Smith, CEO and co-founder of Kipsu, applauded the expansion of the partnership.

“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,” Smith said.

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