A Leading Hilton Operator, Kipsu, & Google's Business Messages

One of the country's premiere Hilton hotel operators uses Google's Business Messages to drive more direct bookings and elevate the guest experience.


A Hospitality Leader

For more than 20 years, Emerald Hospitality, a major player as a management company for Hilton, has focused on providing hotel and restaurant investors with the skills and expertise necessary to gain the greatest return on investment while consistently delivering hands-on personalized service. Since 2017 Emerald Hospitality has used Kipsu's messaging solution at their Hilton branded properties to meet the Hilton guest's high expectations of quality service.


The Challenge

Improving the guest experience is a top priority for hotels. However, before guests book a room, hotels compete fiercely for the guest's business not only against other hotels, but between direct booking and online travel agencies like Expedia. The commissions hotels pay to these online agencies has become significant, and hotel operators are focused on driving direct bookings wherever possible. 

Beyond saving the hotel on commissions, direct booked reservations offer guests a better experience, as the hotel has control over the entire customer journey. Emerald Hospitality needed a way to encourage guests to engage directly with their hotels instead of resorting to online travel agencies. 


Google's Business Messages | See how it works

Google's Business Messages Delivered

Emerald Hospitality already invests significant resources in search engine optimization so guests see property listings directly on search engines before visiting online travel agencies. By using Business Messages, Emerald's properties, such as the Hampton Wesley Chapel and the Hampton Madison OH, became easier for guests to connect with as they began the booking process. Google's Search and Maps platforms encourage guests to message with a hotel directly from the search results pages. With Emerald's properties becoming more visible to prospective guests, they've been able to drive more direct bookings before guests turn to online travel agencies. 

Lock in new bookings at the right time

With Google's Business Messages, potential guests are encouraged to message your team directly from the search results page. This guest was in need of a last-minute room and grabbed the best available rate by messaging in with the Hampton Wesley Chapel's team. 


Answer FAQs and follow-up

This guest was pleasantly surprised to find a pet-friendly room that was available the same evening. They even followed up with feedback after their stay to rave about the hospitality and attention received from the team at the Hampton Inn in Madison, Ohio. 


We have been quite pleased with the enhanced guest service our teams are able to provide with the Kipsu platform. It has been added to each property's Google My Business page and travelers frequently reach out via [Google's Business Messages] for assistance and to book accommodations."

Lori Berhent - Vice President, Revenue Generation & Business Development

Ready to elevate your guest experience with messaging?

We're excited to share Kipsu with you! Demo calls are typically 30-45 minutes long and dive into Kipsu's use cases, features, business case, and how we can tailor a solution to your team's engagement and service model. With Kipsu, your team will...

Boost efficiency

Move calls and traffic from the front desk to messaging, allowing your staff to better prioritize and delegate tasks. 

Catch feedback

Collect any comments, inquiries, or kudos while guests are still on property and address them as needed.

Increase guest satisfaction

Messaging gives guests an easy, low-stakes, way to voice questions and concerns before, during, and after their stay. 

Go mobile

Using Kipsu's mobile apps, team members can be notified of any respond to guest messages from anywhere.


Learn more about Kipsu and speak with our Customer Partnerships Team.

Connect with a member of our Customer Partnerships Team here or email sales@kipsu.com.

Learn more about Kipsu for hospitality leaders