June 15, 2024

Hilton expands guest text service

Hilton is expanding its mobile messaging platform to all of its 7,000+ Hilton properties worldwide by the end of 2024 so guests can text requests for a late check-out or extra pillows.

The system, developed in partnership with Kipsu, will enable guests to message via the Hilton Honors app, SMS, WhatsApp and other 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.

“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.”

The first Hilton property launched with Kipsu messaging in 2013 and had more than 40% of guests respond to the hotel welcome message.

Last year, 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 saying it improved the overall satisfaction of their stay.

Hilton’s 2024 Trends Report found 80% of global travellers expect to be able to easily integrate personal devices with on-property technology.