Hilton has announced that is expanding its mobile messaging platform from 2,300 properties to more than 7,000 properties worldwide by the end of 2024, with the aim of supporting the growing need for frictionless travel and introduce easier ways for guests to engage with hotel teams.
The system, developed in partnership with Kipsu, the industry-leader in real-time engagement, will enable messaging via the Hilton Honors app, SMS, WhatsApp and other messaging 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.
“Travelers’ 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 dramatic shift in traveler communication preferences. The first Hilton property launched with Kipsu messaging in 2013 and had more than 40% of guests respond to the hotel welcome message.
In 2023 alone, 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 indicating that it improved the overall satisfaction of their stay experience.
“This partnership aligns perfectly with our mission to offer guests an unparalleled experience, as well as working with our hospitality brand customers as long-term trusted business partners,” said Chris Smith, CEO and co-founder, Kipsu. “Collaborating with Hilton enables us to bring our best-of-breed messaging solutions to a wider audience, ensuring that hotel guests across the globe enjoy a seamless and tailored experience.”
As featured in Hilton’s 2024 Trends Report, 80% of global travelers expect to be able to easily integrate personal devices from Wi-Fi to streaming apps with on-property technology.
Hilton’s expansion of mobile messaging is one of many digital innovations helping to enable more seamless and personalized stays – from Hilton Honors Digital Key, which was downloaded more than 12.3 million times last year, to 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.
Hilton’s new Background Elevator Unlock feature for Digital Key, even goes as far as allowing guests to automatically connect to and unlock elevators if their Hilton Honors app is open in the background of their iOS device. Currently expanding to approximately 1,000 properties by late 2023, this intuitive feature will allow for a more seamless experience for guests not wanting to fumble for their plastic key or mobile device.
As digital innovations – like the Connected Room Experience and the Hilton Honors app – advance, the importance of connectivity between these on-property technology solutions will be paramount, especially with younger generations.
