Hilton has announced plans to expand its mobile messaging platform to its more than 7,000 hotels worldwide by the end of the year.
The group has partnered with real-time engagement firm Kipsu since 2013, allowing guests at select properties to send messages via the Hilton Honors app, SMS, WhatsApp and other messaging channels.
This will now be expanded to the entire Hilton portfolio, to “enable immediate, two-way exchange between guests and hotel teams to answer questions, address concerns, curate experiences and more.”
Hilton said that last year “3,618 Hilton properties using Kipsu facilitated more than 10.5 million conversations with nearly 70 million messages, leading to 70 percent of guests who used the messaging reporting improved satisfaction.” overall of your stay experience.”
The group also highlighted that in its 2024 Trends Report, 80 percent of global travelers said that “travelers expect to be able to easily integrate personal devices with hotel technology.”
Hilton has a well-established Digital key system through your Hilton Honors app and your Connected room experience It was enabled for more than 17 million guests in 2023.
In 2020, the group launched AI customer service chatbot Xiao Xi in China, where guests could ask travel-related questions, including hotel information, local weather, and Hilton Honors promotion details.
Hilton Introduces AI Customer Service Chatbot
Commenting on the news, Chris Silcock, president of global brands and business services at Hilton, said:
“At Hilton, we have a long-term commitment to digitally transform the travel experience and create a more seamless journey for guests, from booking to check-in.
“Travellers' preference for communicating with hotel team members via their mobile device is growing. By expanding this capability to all of our hotels around the world, we meet our guests where they are and create an elevated, trusted experience for every guest during their stay.”
What do you think about messaging Hilton for room requests and inquiries? Your opinion in the comments section.
hilton.com
