Hilton Expands Messaging in Response to Travelers' Changing Communication Preferences

Late departure request. Extra pillows. Wine glasses. Replacement toothbrush. Just send a text message. To support the growing need for frictionless travel and introduce easier ways for guests to interact 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 The system, developed in partnership with Kipsu, the industry leader in real-time interaction, will enable messaging via the Hilton Honors app, SMS, WhatsApp and other messaging channels. Digital messaging capability will enable immediate, two-way exchange between guests and hotel teams to answer questions, address concerns, organize experiences and more.

"At Hilton, we have a long-term commitment to digitally transform the travel experience and create a more seamless journey for guests, from booking to check-in," said Chris Silcock, president of Global Brands and Business Services at Hilton. “Travellers' preference for communicating with hotel team members via their mobile device is growing. By expanding this capability to all of our hotels around the world, we meet our guests where they are and create an elevated, trusted experience for every guest during their stay.” 

This digital expansion highlights a dramatic shift in travelers' communication preferences. The first Hilton property launched with Kipsu messaging in 2013 and more than 40% of guests responded to the hotel's welcome message. In 2023 alone, 3,618 Hilton properties using Kipsu facilitated more than 10.5 million conversations with nearly 70 million messages, leading to 70% of guests who used messaging reporting that it improved their overall experience satisfaction. of stay. 

"Since implementing mobile messaging, we can respond to guest inquiries and requests faster than ever, ensuring they have everything they need before their arrival and during their stay," said Kathy Heneghan, general manager of Embassy Suites by Hilton Chicago. Magnificent Mile of the Center. 

"This partnership aligns perfectly with our mission to provide guests with an unparalleled experience, as well as working with our hotel brand clients as trusted, long-term business partners," said Chris Smith, CEO and co-founder of Kipsu. "Collaborating with Hilton allows us to bring our best-in-class messaging solutions to a broader audience, ensuring hotel guests around the world enjoy a seamless, personalized experience."

As shown in Hilton's 2024 Trends Report, 80% of global travelers expect to be able to easily integrate personal devices with hotel technology. Hilton's mobile messaging expansion is one of many digital innovations helping enable more seamless and personalized stays – from the Hilton Honors Digital Key, which was downloaded more than 12.3 million times last year, to the Connected Room Experience from Hilton, which has been enabled for more than 17 million guests will stay in the more than 135,000 rooms equipped with technology in 2023.