Hilton is set to expand its mobile messaging platform to over 7,000 properties worldwide by the end of 2024. Developed in partnership with Kipsu, the platform will allow guests to communicate with hotel teams via the Hilton Honors app, SMS, WhatsApp, LINE, and soon, other messaging channels like WeChat. This two-way messaging system aims to enhance guest experiences by providing immediate assistance, addressing queries, and facilitating arrangements during their stay.

What you should know

• Hilton’s expansion of its mobile messaging platform reflects the growing preference of travelers to communicate digitally, with over 65% of consumers in Asia Pacific preferring chat over email or phone.
• The partnership with Kipsu aims to meet guests’ expectations for technological integration and personalized experiences during their stays.
• Digital innovations like mobile messaging, Hilton Honors Digital Key, and Connected Room Experience are part of Hilton’s strategy to deliver seamless and personalized stays, aligning with the evolving expectations of global travelers.

Hilton’s global expansion of its mobile messaging platform is a significant step to digitally transform the travel experience and cater to the evolving preferences of guests worldwide.