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A New Way to Connect with Guests

At Hilton, we are continuously looking to enhance the customer experience, and we understand it’s critical that we make it easy for them to connect with us – when, where and how they want to. That is why we’re thrilled to announce our support of Apple Business Chat, which offers a powerful new way for Hilton to connect with our customers through the Messages app on iPhones and iPads. Customers may use Business Chat to book or edit a reservation, inquire about property amenities, ask about a group or event, inquire about Hilton Honors points, and many other services. By harnessing innovative new ways to engage our customers we are focused on driving even greater customer satisfaction among our current and future guests.

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Frequently Asked Questions

  1. What is Business Chat?
  2. Business Chat is a new capability offered by Apple which enables customers to communicate directly with businesses, such as Hilton, within the Messages app on Apple devices. This new feature is in Beta and part of Apple’s iOS 11.3 release that launched on March 29th.
  3. Why is Business Chat important to our customers?
  4. Business Chat offers a powerful new way for customers to connect with us when, where and how they want to. Business Chat is an easy and readily available way for customers to get support, which enhances the customer experience.
  5. When can Business Chat be used?
  6. Apple publically launched the Business Chat Beta feature in their iOS 11.3 release on March 29th. Customers can message with Hilton immediately after updating their Apple devices to the latest OS software.
  7. Where can I find Business Chat on my phone?
  8. There are multiple placements where this feature can be found. Apple is using (i) Business Cards and (ii) Place Cards.
    1. A Business Card can be found in Spotlight Search and Safari. The Business Card is not limited to a specific location and can be engaged by users globally when they search for “Hilton” on their Apple device. It’s important to note that although it will be available to users everywhere, Hilton is only supporting English at this time.
    2. A Place Card can be found in Apple Maps and is linked to a specific location. Hilton launched with 13 Hilton Hotels & Resorts properties in the state of New York. Customers will see a ‘Message’ button within a Place Card for these hotels only.
  9. How do I use Business Chat?
    1. Business Chat is compatible on many Apple devices including iPhone, iPad, MAC, and Apple Watch
    2. When you click the ‘Message’ button on a Business or Place card, your Messages app will open and you can immediately start messaging Hilton.
    3. After initiating a conversation within Messages, you can text with Hilton at any time.
  10. Is Business Chat offered in different languages?
  11. Hilton is supporting Business Chat in English only at this time.
  12. Do I need to be a Hilton Honors member to use Business Chat? Do I need to have the Hilton Honors app to use it?
  13. Customers do not need to be a Hilton Honors member to use Business Chat, but we encourage users to join Hilton Honors as it provides a more seamless customer experience. The feature can be used without having the Hilton Honors app on their phone.
  14. When is Business Chat support available?
    1. For launch, hours of operation are Monday through Friday, 9-6 pm Eastern.
    2. If a customer sends a message outside of hours of operation, an automated response will be sent informing the customer when they can expect a response.

Questions about Hilton Business Chat? Contact Hilton Customer Care at 1.800.774.1500.