MCLEAN, Virginia—Hilton is increasing its cellular messaging platform to greater than 7,000 Hilton properties worldwide by the tip of 2024. The system, developed in partnership with Kipsu, will allow messaging through the Hilton Honors app, SMS, WhatsApp, and different messaging channels. The digital messaging functionality will allow a two-way change between company and lodge groups to reply questions, deal with considerations, organize experiences, and extra.
“At Hilton, we’ve got had a long-term dedication to digitally rework the journey expertise and create a extra seamless journey for company, from reserving to billing,” mentioned Chris Silcock, president, international manufacturers and business companies, Hilton. “Vacationers’ desire to speak with lodge staff members through their cellular machine is rising. By increasing this functionality to all of our resorts world wide, we’re assembly our company the place they’re and creating an elevated and dependable expertise for each visitor throughout their keep.”
This digital enlargement spotlights a shift in traveler communication preferences. The primary Hilton property launched with Kipsu messaging in 2013, with greater than 40 p.c of company responding to the lodge welcome message. In 2023 alone, 3,618 Hilton properties utilizing Kipsu facilitated over 10.5 million conversations with practically 70 million messages, resulting in 70 p.c of company who used messaging indicating that it improved the general satisfaction of their keep expertise.
“Since implementing the cellular messaging system, we’re ready to answer visitor inquiries and requests quicker than ever earlier than, making certain they’ve the whole lot they want previous to arrival and all through their keep,” mentioned Kathy Heneghan, basic supervisor, Embassy Suites by Hilton Chicago Downtown Magnificent Mile.
“This partnership aligns completely with our mission to supply company an unparalleled expertise, in addition to working with our hospitality model prospects as long-term trusted enterprise companions,” mentioned Chris Smith, CEO and co-founder, Kipsu. “Collaborating with Hilton allows us to convey our best-of-breed messaging options to a wider viewers, making certain that lodge company throughout the globe get pleasure from a seamless and tailor-made expertise.”
As featured in Hilton’s 2024 Tendencies Report, 80 p.c of worldwide vacationers count on to have the ability to combine private gadgets with on-property expertise. Hilton’s enlargement of cellular messaging is one in every of its methods to assist allow extra personalised stays.
