Hilton to improve platform for instant online communication with customers

By TravelWiseFeb 29, 2024 09:50 AMNews
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Hilton Hotel
Hilton hotel. Source: Hilton

Hilton has announced plans to expand its mobile messaging platform to all of its more than 7,000 hotels worldwide by the end of the year.

Since 2013, the group has been working with real-time engagement firm Kipsu, which allows guests at select hotels to send messages via the Hilton Honors app, SMS, WhatsApp and other messaging channels, Business Traveler reports.

The service will now be expanded across Hilton's portfolio to "enable two-way instant exchanges between guests and the hotel team to answer questions, solve problems, organize tours, and more."

Hilton to improve platform for instant online communication with customers
Hilton to improve platform for instant online communication with customers. Source: Freepik

Hilton noted that last year, "3,618 Hilton hotels used Kipsu to facilitate more than 10.5 million conversations with nearly 70 million messages, resulting in 70 percent of guests who used messaging indicating that it increased their overall stay satisfaction."

The group also emphasized that in its 2024 Trends Report, 80 percent of travelers worldwide said that "travelers expect easy integration of personal devices with on-site technology."

According to TravelWise, Hilton's expansion in the Caribbean and Latin America is showing record growth .

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