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Dialing into What Hotel Guests Think About Wi-Fi

May 9, 2016

When a traveler encounters bad Wi-Fi it has a huge impact on their overall opinion of their lodging experience, regardless of how well the property may otherwise be received.

 

In fact, a 2015 Hotels.com survey indicated that Free Wi-Fi reigns king as the top amenity expected by both leisure and business travelers – at 25% top priority and 49% top priority, respectively. Wi-Fi trumps breakfast, parking, proximity to local transportation and attractions, a pool, and comfortable furniture!

 

But Wi-Fi alone is not enough. The quality of the connection matters. There are a number of websites that now exist for the sole purpose of testing hotel Wi-Fi strength, like hotelwifitest.com and speedspot.org.  Guests are using these resources, as well as regularly checking online review sites, like Yelp and TripAdvisor to help them make their lodging choices.  We pulled together some actual guest comments on their Wi-Fi experience.

 

4 Star Review: One annoyance was the Wi-Fi. The hotel advertised free in-room Wi-Fi, but the free connection is low bandwidth and was so poor that it was unusable.

 

And these from Glenwood Springs’ area hotels:

 

3 Star Review: Wi-Fi was free, but poor with inadequate bandwidth. 

 

4 Star Review: Only complaint is that the Wi-Fi signal was too weak for my iPad.

 

4 Star Review: Wi-Fi is a bit weak.

 

…And from the same hotel…

 

5 Star Review: The lady manager at the front desk gave us a room with Wi-Fi, but I could never get a good signal.

 

As you can see, your guests understand Wi-Fi connectivity. They’re educated, notice when the quality of a Wi-Fi connection is inadequate, and feel it detracts from what would have otherwise been a positive experience.

 

As the general manager of a hotel in a location known for its tourism, a quality Wi-Fi experience is something you have to ensure in order to stay competitive, keep guest satisfaction high, and achieve revenue growth over the long-run.

 

Here are 3 tips to help better manage your Wi-Fi amenity today:

 

  1. Ask your current wireless provider to give you a summary report any time a guest calls for assistance within 15 minutes of the call ending. This allows the front desk to follow-up and reduce guest frustration.
  2. Make sure all guest rooms have hardwire capability, and have cables of different lengths available for the front desk to provide to guests if there were an issue with Wi-Fi.
  3. Have a front desk process in place for how to handle Wi-Fi connectivity issues.

  

DTCI, Desktop Consulting, Inc., of Glenwood Springs, provides basic Wi-Fi connectivity training, free of charge to local lodging establishments.  DTCI also works with several local properties to perform proactive monitoring of systems, run reports and anticipate issues before they occur. They provide their clients’ guests with an avenue of support should their room experience a problem connecting, and streamline feedback to the front desk so they can react appropriately from a customer service perspective.

 

Ultimately, it’s important to have an IT vendor who will actively help you serve your guests, as well as monitor and report on your Wi-Fi, including bandwidth usage, number of devices being connected, and number of issues occurring, so you can manage your Wi-Fi situation daily. Your guests will notice, and so will your bottom line.




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