Three keys to improving your hotel’s WiFi.

Technology can help to understand guests and stay in touch with them throughout their guest journey. However, it is essential to have in-depth information about the different customer profiles to get to this point because this information will allow you to adapt and customise to the maximum experiences, products or services. In an industry with strong competition, this is the key that can make the difference.

The experiences created both in the hotel and around the brand must be managed flawlessly because they influence guests’ opinions, and these have a significant impact on the loyalty and attraction of new customers and the hotel revenue. But, what aspects should a hotel consider to improve the experience?

According to a Skyscanner study (1) on the characteristics that Spaniards value the most in a hotel, air conditioning and heating, good WiFi, or a varied gastronomic offer were some of the most valued amenities.

Another more recent study (2) conducted by the Hotel Technology Institute (ITH) that analyses the guest’s perception and use of technologies notes that WiFi connectivity is the technological element that hotel guests value the most. The technology related to the booking process is also crucial, and so is the technology applied to customer interaction, as well as the virtual check-in, digital keys and social media as a communication channel. 44 % of the study participants even say that they would be willing to pay more money for a well-equipped hotel in terms of technology, provided this technology has a positive impact on the experience.

We live in a hyperconnected world. That is why for users, it is increasingly more important that an accommodation offers technology and services that meet their needs, likings and motivations. It is not about being the most innovative: it is about making the guest live a memorable experience that leads them to repeat and recommend that hotel.

One of the most valued features, according to the studies, is WiFi which is crucial for guest satisfaction. That is why the proper functioning of the hotel’s WiFi nowadays is essential; guests perceive it as essential during their holiday, and its malfunction can lead to multiple complaints and even damage the brand’s perception.

What can a hotel do to improve its WiFi?

• Perform an audit: Knowing the status of the network is critical. The first thing is to check what settings or elements are needed to ensure quality, and analyse and assess deficiencies in the performance, capacity and coverage of the wireless signal. To do this, we must review the installation thoroughly, both the physical condition and the setup of all the network’s components (routers, switches, access points, firewalls, servers…).
• Review or change the installation: One of the main reasons a property does not have a good connection is because it lacks a proper setup. To offer good WiFi coverage in all hotel areas, whether in rooms, common areas, dining room, restaurants, bar, swimming pool and anywhere, it is necessary to analyse the location of the wiring and antennas.
• Monitor the network: a critical aspect to offer a good connection is the continuous evaluation of the infrastructure and its operation. Finding performance gaps and bottlenecks helps positively to identify problems. However, despite an optimal set up and status of the components, there may still be some one-off network failures.

At some point, we have all experienced a lack of connection in a hotel, or one that is unstable or slow. In these cases, our first reaction is asking the hotel staff to solve the problem. On the other hand, as a hotelier, this situation is undoubtedly also familiar: a reception crowded with customers who complain about the WiFi that ends with the intervention of a technician.

Surprisingly, most cases are minor incidents that resolve very easily and in a few minutes. It is that simple. However, it is already too late to prevent the inconveniences caused to customers and change their perception of the service.

Is it possible to solve minor network issues smoothly?

Indeed; Moreover, it is essential to offer a satisfactory experience that meets guests’ expectations.

At Hotelinking, we have developed a system called WiFiBot that automatically solves these connection problems using IoT (Internet Of Things) technology and without the need for staff or a technician to intervene. How? Acting when these situations occur:

• An access point has lost connectivity or is not working properly.

WiFiBot restarts it automatically and remotely. If after 3 attempts in a row it cannot connect, it creates a warning to resolve the issue in person.

• A mobile phone connects to a fixed access point and always uses it, losing the signal if it is far from that point.

WiFiBot automatically searches for and connects the mobile device to the nearest access point with a better signal. It also gathers information from all the hotel’s access points to determine in which areas there is not enough coverage and more points need to be created.

• Internet connections/outputs are very slow or fail.

WiFiBot checks the status of the internet outputs and adjusts their settings to have an optimal performance at any given time.

This modern solution proactively monitors any device connected to the network regardless of the manufacturer to detect performance issues, and continuously evaluates components to maintain and optimise their availability to avoid downtime or network failures.

Moreover, it analyses all relevant information related to the use of WiFi by guests and its proper functioning and performance. Generically, valuable data such as where guests connected from can be obtained, how long they have been connected, connections by language, data about the wireless health of each connected item, the history of all network incidences, etc. A control panel can be accessed by both the hotel staff and their technicians to know these metrics.

WiFi plays an essential role in creating hyperconnected experiences. To do this, the quality of the service is decisive because it affects the perception and rating of the property and has a significant impact on the online reputation. The key to good results is to efficiently manage WiFi networks, optimise them, monitor them and get the most out of them.

(1) https://tecnohotelnews.com/2018/04/14/servicios-valorados-hotel/

(2)https://www.ithotelero.com/portfolio-item/estudio-percepcion-y-uso-de-la-tecnologia-por-el-client-4-0-en-el-sector-hotelero/