Enhancing Guest Experience: Hilton's On-Property Messaging Expansion

In a world where convenience and personalized experiences reign supreme, Hilton is taking guest communication to the next level. With traveler preferences evolving, Hilton is responding by expanding its mobile messaging platform to over 7,000 Hilton properties worldwide by the end of 2024.

This system aims to facilitate seamless two-way communication between guests and hotel teams through various channels such as the Hilton Honors app, SMS, WhatsApp, and more. Powered by software company Kipsu, this digital messaging capability allows for immediate exchanges, enabling guests to ask questions, address concerns, arrange experiences, and make requests, ranging from late check-outs to additional amenities like extra pillows or wine glasses.

This expansion underscores a significant shift in traveler communication preferences. Initially launched in 2013, Hilton's messaging service saw a response rate of just over 40% from guests. Fast forward to 2023, and the numbers speak volumes. With 3,618 Hilton properties utilizing the messaging service, over 10.5 million conversations were facilitated, totaling nearly 70 million messages exchanged. Impressively, 70% of guests who engaged with the messaging service reported improved satisfaction with their stay experience.

Enhancing Guest Experience: Hilton's
On-Property Messaging Expansion

Hilton's commitment to digital innovation doesn't stop here. Alongside the expansion of mobile messaging, Hilton has introduced other initiatives aimed at enhancing guest convenience and satisfaction. The Hilton Honors Digital Key, downloaded over 12.3 million times in 2023, allows guests to seamlessly access their rooms using their mobile devices. Additionally, the Hilton Connected Room Experience, available in over 135,000 tech-enabled rooms, provided a personalized and connected stay for more than 17 million guests in 2023.

The insights gleaned from Hilton's 2024 Trends Report further validate the importance of integrating technology seamlessly into the guest experience. With 80% of global travelers expecting easy integration of personal devices with on-property technology, Hilton's expansion of mobile messaging aligns perfectly with the evolving needs and preferences of today's travelers.

As Hilton continues to prioritize guest satisfaction and innovation, this expansion of on-property messaging serves as a testament to its commitment to delivering exceptional experiences tailored to the modern traveler. Whether it's a quick question or a special request, guests can now connect with Hilton seamlessly, ensuring their stay is nothing short of extraordinary.