Hilton’s mobile text messaging platform, created in partnership with Kipsu (an industry leader in real-time engagement) and first implemented back in 2013, will be expanded to include all of its properties worldwide by the end of this year. The company says this decision was made in response to survey results where 70% of all guests who used the text messaging system in 2023 said that it greatly improved their overall satisfaction with their stay.
With this easy-to-use system, planners and attendees alike can message hotel staff via the Hilton Honors app, text messaging, WhatsApp, and other messaging channels to request anything that might benefit their stay: extra towels, a later check-out time, perhaps the location of the nearest ice bin. Attendees can also raise any concerns they might have with their stay or arrange experiences.
“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,” says Chris Silcock, president of global brands and commercial services for Hilton, in a prepared statement. “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.”
According to Hilton’s 2024 Trends Report, 80% of global travelers expect to be able to easily integrate personal devices with on-property technology. This new expansion is one of many digital innovations from the hotel chain to enable more seamless and personalized stays for attendees—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.
