Hilton is significantly expanding its mobile messaging platform, unveiling plans to bring text-messaging capabilities to more than 7,000 Hilton properties globally by the end of this year.
According to Hilton, text messaging better helps hotel teams "answer questions, address concerns, arrange experiences and more," with the immediate, two-way exchange allowing them to respond more quickly to common queries like requests for late checkout, extra pillows or a replacement toothbrush.
The expansion builds on the company's existing partnership with digital messaging software provider Kipsu. Hilton has been gradually rolling out mobile messaging via Kipsu since 2013, with the platform allowing Hilton guests to communicate directly with hotel teams through the Hilton Honors app, SMS, WhatsApp and other messaging channels.
As of last year, Kipsu digital-messaging capabilities were available at more than 3,600 Hilton properties worldwide, which Hilton said resulted in over 10.5 million digital conversations and nearly 70 million messages in 2023 alone.