Case Study: Hilton Houston Southwest achieves higher guest satisfaction and faster issue resolution with Kipsu

Hilton - Customer Case Study

Hilton Houston SW, led by Manager Saud Qaisar, faced the challenge of delivering personalized “Make It Right” experiences for a diverse guest mix — from sending well-wishes and surprise gifts to resolving in-stay issues quickly — while reducing friction in staff communication and workflows. To meet those needs they adopted Kipsu’s in-the-moment guest messaging platform to communicate with guests via their preferred channels and streamline team coordination.

Kipsu provided easy-to-use interfaces, a proactive customer success team, and tools that the Hilton staff integrated into daily standups and operations, empowering associates (Maria, Madison, Jennifer and Van) to resolve requests and exceed connection goals. The result: measurable improvements in guest engagement and positive feedback (e.g., TripAdvisor comments praising the “text-messaged communication”), and a stronger ability to identify and resolve issues during stays — a capability that industry research shows can boost satisfaction scores substantially when problems are successfully resolved. Kipsu enabled Hilton to deliver faster, more personal service and consistently “Make It Right.”

Hilton

Saud Qaisar

Manager