Hilton Introduces Enhanced On-Property Messaging Experience

In a bid to cater to evolving traveler preferences, Hilton, a global hospitality giant, is rolling out expanded on-property messaging capabilities across its vast portfolio of over 7,000 properties worldwide by the end of 2024. This move, developed in collaboration with Kipsu, a leader in real-time engagement solutions, aims to provide guests with seamless communication channels for their needs and inquiries.

The digital messaging platform, integrated into the Hilton Honors app and accessible via SMS, WhatsApp, and other messaging channels, facilitates a two-way exchange between guests and hotel teams. Whether it's a late check-out request, additional amenities, or any other assistance, guests can now simply send a text to communicate their requirements, enhancing the overall travel experience.

Chris Silcock, Hilton's President of Global Brands and Commercial Services, highlights the company's dedication to digitally revolutionizing the guest experience. Expanding messaging capabilities to all global properties underscores Hilton's commitment to meeting guests' needs seamlessly. This initiative aims to create an elevated and dependable stay experience for every guest, regardless of their location.

The shift towards digital communication reflects changing traveler behavior. Hilton's partnership with Kipsu since 2013 has demonstrated significant success, with over 10.5 million conversations and nearly 70 million messages exchanged in 2023 alone. Kathy Heneghan, General Manager of Embassy Suites by Hilton Chicago Downtown Magnificent Mile, highlighted the effectiveness of the mobile messaging system in enhancing guest satisfaction.

Moreover, this initiative aligns with Hilton's broader digital innovation strategy, as outlined in its 2024 Trends Report. With 80% of global travelers expecting seamless integration of personal devices with on-property technology, Hilton's expansion of mobile messaging is part of a larger effort to provide personalized and frictionless stays. From Hilton Honors Digital Key to the Connected Room Experience, the company is continuously enhancing its technological offerings to meet guest expectations.