Hilton will expand its on-property messaging service to its entire portfolio of more than 7 000 properties worldwide, allowing guests to communicate with hotel staff via text message. This is in accordance with traveller preferences, according to Hilton.
The hotelier has partnered with Kipsu to enable real-time messaging via the Hilton Honors app, SMS, WhatsApp and other instant messaging channels. The service will be available in all Hilton hotels by the end of the year.
“At Hilton, we have had a long-term commitment to digitally transform the travel experience and create a more seamless journey for guests, from booking to billing,” said Chris Silcock, President of Global Brands and Commercial Services at Hilton.
This expansion of messaging services comes after Hilton released its Travel Trends Global survey, which showed that Gen-Z and Millennials appreciated a hotel experience that was more digitally focused.
Some 83% of Gen-Zs and 86% of Millennials said it was important for them to be able to book their whole trip online. This is in addition to 81% of Gen-Zs and 84% of Millennials who said they appreciated travel apps that reduced the friction and stress of travel.
This is part of a greater trend, with research from PhocusWire indicating that 73% of travellers prefer hotels with self-service technology.
“Travellers’ preference to communicate with hotel team members via their mobile device is growing,” said Silcock.
