Hilton is expanding its mobile messaging platform to its more than 7,000 properties worldwide by the end of this year. 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.

Chris Silcock, president, global brands and commercial services, said travelers’ preference to communicate with hotel team members via their mobile device is growing. By expanding this capability to all Hilton hotels around the world, he said, “we are meeting our guests where they are and creating an elevated and reliable experience for every guest during their stay.”

In 2023 alone, according to the company, 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.

Image: Courtesy of Hilton