MCLEAN, VA — Hilton is expanding its mobile messaging platform to its 7,000+ Hilton properties worldwide by the end of 2024.
The system will enable messaging via the Hilton Honors app, SMS, WhatsApp and other messaging channels. The digital messaging capability, facilitated by software company Kipsu, will enable a two-way, immediate exchange between guests and hotel teams to answer questions, address concerns, arrange experiences and more, for everything from late check-out requests, to extra pillows, wine glasses and more.
Hilton Digital Messaging
“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.”
This digital expansion spotlights a shift in traveler communication preferences, he added. Back in 2013, when Hilton first launched the messaging service, just over 40% of guests responded to the hotel welcome message. Ten years later, in 2023, 3,618 Hilton properties using the messaging service 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.
Hilton’s expansion of mobile messaging is one of the company’s many digital innovations. Other initiatives include Hilton Honors Digital Key, which was downloaded more than 12.3 million times in 2023, and 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.
Among the findings in Hilton’s 2024 Trends Report, 80% of global travellers expect to be able to easily integrate personal devices with on-property technology.
