Hilton Worldwide plans to expand by the end of this year its on-property mobile messaging platform to all of the more than 7,000 properties in its portfolio worldwide, the company announced Tuesday.
Guests can text questions, requests and concerns to hotel representatives through the Hilton Honors app, SMS and WhatsApp, according to Hilton.
Powered by customer service communications firm Kipsu, Hilton launched the capability at a single property in 2013 and by 2023 had expanded it to more than 3,600 worldwide. Noting “a dramatic shift in traveler communication preferences,” Hilton handled about 10.5 million such text conversations in 2023, the company said.
“Travelers’ preference to communicate with hotel team members via their mobile device is growing,” Hilton president of global brands and commercial services Chris Silcock said in a statement. “By expanding this capability to all of our hotels around the world, we are meeting our guests where they are.”
