Case Study: Hilton Sydney achieves stronger guest relationships and improved satisfaction with Kipsu

Hilton Sydney Builds Meaningful Relationships with Guests Via Text Messaging

Hilton Sydney, a busy CBD property serving business and leisure travelers, wanted to deepen guest relationships and offer more convenient service touchpoints as guests increasingly prefer texting over phone or front-desk interactions. To meet that need they partnered with Kipsu, using Kipsu’s real‑time digital/text messaging platform to add an instant, mobile channel for guest communication and service requests.

Kipsu’s solution enabled staff to engage instantly with guests—handling requests, delivering fast service recovery (for example resolving a gala-dinner dietary issue via text), and fostering friendlier, ongoing conversations that boosted team morale. The result was measurable: Hilton Sydney saw improvements in guest satisfaction and survey scores, with “Kipsu” mentioned positively numerous times in reviews.

Hilton Sydney

Nick Lambrou

Reservations Manager