Hilton Expands Its Mobile Messaging Platform to Enhance the Guest Experience

The expansion is scheduled to be implemented across its over 7,000 properties worldwide by the end of the year.
By HTN Staff - 1.31..2024

Hilton is expanding its mobile messaging platform in a bit to further improve the guest experience. The initiative, annnounce this week, is aimed at enhancing the ease of communication between guests and hotel teams. The expansion is scheduled to be implemented across its over 7,000 properties worldwide by the end of the year.

Developed in collaboration with Kipsu, a provider of real-time engagement solutions, this digital messaging capability will reportedly be accessible through various channels including the Hilton Honors app, SMS, and WhatsApp, facilitating a two-way, immediate dialogue for inquiries, requests, and more.

The decision to expand this digital service aligns with Hilton’s track record of leveraging technology to streamline the travel experience, from the moment of booking to the final bill. Chris Silcock, president of Global Brands and Commercial Services at Hilton, highlighted in a press statement the increasing preference of travelers to interact with hotel staff via mobile devices. This expansion is a strategic move to meet guests’ evolving needs, ensuring a consistent and enhanced experience across all Hilton properties.

The integration of mobile messaging at Hilton properties marks a significant shift in how travelers communicate with their accommodations. Since the introduction of mobile messaging at the first Hilton property in 2013, there has been a notable increase in guest engagement, with over 40% of guests responding to welcome messages. In 2023, the platform facilitated over 10.5 million conversations through nearly 70 million messages across 3,618 Hilton properties. This level of interaction has had a positive impact on guest satisfaction, with 70% of users reporting an improved stay experience.

This digital expansion is part of Hilton’s broader strategy to integrate personal devices with on-property technology, responding to the expectations of 80% of global travelers, as reported in Hilton’s 2024 Trends Report. The mobile messaging service joins a suite of digital innovations by Hilton, including the Hilton Honors Digital Key, which saw over 12.3 million downloads last year, and the Connected Room Experience, which benefited more than 17 million guests in over 135,000 tech-enabled rooms in 2023.

Hilton’s initiative to expand its mobile messaging capabilities is another step in the brand’s strategy of adopting technology. Earlier this month, the company launched a new technology-enabled global programHilton for Business, aimed at simplifying travel management for small- and medium-sized businesses. The program offers a comprehensive set of tools designed to enhance the business travel booking and management experience, while also providing Hilton Honors benefits to business customers and their employees worldwide.

As reported here, Hilton announced plans in October to roll out two new digital innovations aimed at enhancing the travel experience for small- and medium-sized businesses, with both initiatives set to launch early this year. The first initiative was Hilton for Business. The second initiative involves the expansion of Hilton’s events booking capabilities to support the growing demand for in-person gatherings. Customers will be able to book meeting packages for up to 35 attendees, including guest rooms and meeting or event spaces