Hilton is expanding its mobile messaging platform to its more than 7,000 Hilton properties worldwide by the end of 2024, all to support the growing need for frictionless travel and introduce easier guest communication methods.
The system, developed in partnership with Kipsu, will enable messaging via the Hilton Honors app, SMS, WhatsApp and LINE, and soon, other messaging channels such as WeChat. 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.
This digital expansion spotlights a dramatic shift in traveller communication preferences globally and reinforces a journey that Asia-Pacific was already on, where 65 per cent of consumers prefer to contact businesses via chat rather than over email or phone.
In response to this trend, Hilton doubled the number of Kipsu-enabled hotels across Asia-Pacific in 2023 to over 100 properties, and saw the monthly volume of messaging conversations triple over the same period. A total of 7.5 million messages in the region were facilitated in 2023, leading to 88 per cent of guests who used messaging indicating that it improved the overall satisfaction of their stay experience.
Chris Silcock, president, global brands and commercial services, Hilton, said: “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.”