by Susmita Baral | October 27, 2017
Guests at Four Seasons properties now have a new way to ask questions or make requests: instant messaging. Four Seasons Chat is a multiplatform tool that brings the brand's renowned service to the fingertips of their guests, allowing them to modify a reservation, ask for a specific service or receive recommendations, before, during or after their stay. 
With the new service, the luxury hospitality company aims to heighten the guest experience. In a pilot program, where the chat was made available to 70 hotels, more than half of guests tried out the tool. Those who used the chat function sent roughly six messages over the course of their stay.  
"Human connection may be the single most important element of the Four Seasons guest experience," said Christian Clerc, president of worldwide operations for Four Seasons Hotels and Resorts, in a statement. "There are no chatbots here. Four Seasons Chat ensures guests have access to our people at any time, for any need. We continue to evolve our service offering to incorporate digital enhancements that are powered by people, to facilitate and strengthen personal connections, and to ensure guest expectations are met and exceeded every day."
The chat function is supported on several platforms, including the Four Seasons app, Facebook Messenger, WeChat and SMS. To ensure nothing is lost in communication at the 106 Four Seasons properties across 44 nations, the digital service translates more than 100 languages in real time. 
While a complete roll out is scheduled for 2018, Four Seasons Chat will be available at 72 hotels and 19 residences by the end of this year. The feature is already up and running in 28 hotels and resorts in Florida, Hawaii, Los Angeles, Mexico City, New York and Toronto.