The New 'PenChat' E-Concierge Service Brings The Peninsula's Hospitality in the Guests' Hands



PenChat combines the ease-of-use of guests’ preferred messaging tools with the personal touch of a Peninsula concierge.

The Peninsula Hotels understands that time is a priceless commodity for todays’ travellers, and that smart technologies can help improve the peerless service on which our brand is built. As an additional feature developed for ease of communication between our hotel team members and our guests, the 10 Peninsula hotels worldwide make the stay experience more interactive with the launch of PenChat. This bespoke, 24-hour private messaging service has been specially designed to deliver smarter, faster and more intuitive and personalised responses to guest requests.

PenChat is a round-the-clock concierge service that helps tailor every aspect of The Peninsula experience. Guests can message their questions or requests to The Peninsula hotel that they are staying at and receive real-time replies throughout the day or night. To make all information and reservation responses even more convenient, the PenChat service is provided in English and the local language of each hotel.

Using PenChat is easy. Guests do not need to download a new app, but just to connect via a QR code or a dedicated hyperlink embedded in pre-arrival email and hotel booking confirmation and launch their favourite messaging service. PenChat users will be automatically connected to our hotel teams via the trusted chat interface already installed on their phone, such as WhatsApp, Facebook Messenger, WeChat or LINE.

Engaging with PenChat’s personal, private service can be enjoyed before, during or after each stay. Guests simply send their query and receive an immediate reply from one of our hotel teams. This inspires a two-way conversation and enables simple or complex requests to be customised to each guest’s personal preference. Reserve a discreet corner table for dinner? Simple. Reschedule an appointment for a luxury spa journey? Trouble-free. Receive insider tips on next week’s best experiences in a Peninsula destination? Effortless.

The PenChat 24-hour personal messaging service will deliver The Peninsula’s award-winning hospitality to the fingertips of every guest at our 10 hotels – hotels in Greater China region (Hong Kong, Shanghai and Beijing) from 9 April 2020 and the rest of the hotels shortly thereafter.


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About The Hongkong and Shanghai Hotels, Limited (HSH)

Incorporated in 1866 and listed on The Stock Exchange of Hong Kong (00045), HSH is the holding company of a Group which is engaged in the ownership, development and management of prestigious hotel, commercial and residential properties in key locations in Asia, the United States and Europe, as well as the provision of tourism and leisure, club management and other services. The Peninsula Hotels portfolio comprises The Peninsula Hong Kong, The Peninsula Shanghai, The Peninsula Beijing, The Peninsula Tokyo, The Peninsula New York, The Peninsula Chicago, The Peninsula Beverly Hills, The Peninsula Paris, The Peninsula Bangkok, and The Peninsula Manila. Projects under development include The Peninsula London, The Peninsula Istanbul and The Peninsula Yangon. The property portfolio of the Group includes The Repulse Bay Complex, The Peak Tower and St. John’s Building in Hong Kong; The Landmark in Ho Chi Minh City, Vietnam; and 21 avenue Kléber in Paris, France. The clubs and services portfolio of the Group includes The Peak Tram in Hong Kong; Thai Country Club in Bangkok, Thailand; Quail Lodge & Golf Club in Carmel, California; Peninsula Clubs and Consultancy Services, Peninsula Merchandising, and Tai Pan Laundry in Hong Kong.