Is your Wi-Fi fast enough?

In last week’s blog, we discussed online reviews and the top 8 things guests complain about.  Topping the list as the #1 complaint from hotel guests was extra costs for internet access.  We’ve all heard lately that free Wi-Fi has become an expectation for guests when staying at your property.  But someone has taken it to the next level by creating a new website that serves the purpose of “shaming” hotels for their costly or slow Wi-Fi.

Guests and travelers can now head to www.hotelwifitest.com to see how your hotels Wi-Fi speeds compare to that of other hotels.  Once your property’s internet connection has been tested through the site, you’re forever listed on the website with an “expected speed” in megabytes per second (mbps).  But the fun doesn’t stop there; alongside your property’s expected Wi-Fi speed lists your room rates and online reviews courtesy of Hotels.com.  If that isn’t enough, the results can also be shared to Social Media so people can tell all their friends how awesome or terrible your property’s internet is.  For those traveling on business, a strong internet connection can make or break a guest’s stay.  Business travelers are known for repeat business so this website can be very damaging to hotels which rely on this type of customer.

The website does suggest that most hotels offer free Wi-Fi, but many also still charge for access.  A survey released by Telegraph Travel  suggests over 90% of European hotels currently offer free Wi-Fi access.  Free internet access alone is no longer enough, as the website reads, “Nothing could be more disheartening than turning on your laptop, only to realize that the hotel’s Wi-Fi is so slow it will take four hours to view the thirty-minute video.”  Now imagine that thirty-minute video is part of a business traveler’s presentation that he has to give that afternoon?  Needless to say, he won’t be back.

While the chatter of guests expecting free Wi-Fi seems like it just started last week, at the rate technology progresses it’s no surprise they’re already expecting more.  Free Wi-Fi is great, but now it’s only as good as your connectivity.

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Source:

http://www.telegraph.co.uk/travel/travelnews/10995868/Hotels-named-and-shamed-over-slow-costly-Wi-Fi.html

http://www.telegraph.co.uk/travel/destinations/europe/uk/10797654/British-hotels-among-worst-for-Wi-Fi-charges.html

Guest Expectations Changing; How to Keep Up

It’s no secret that the needs of hotel guests are always evolving.  The expectations of a hotel stay will always remain the same; a clean room, comfortable beds and good service.  Because this expectation is universal no matter where a person chooses to stay, hotels need to do something extra to set themselves apart from the rest.  Many hotels are experimenting with a variety of special features and amenities to make guests truly feel welcome and at home.  These special features and amenities range from overall services, individual amenities or even adding a personal touch somewhere along the way.

As guests begin to spend less time and money with sit down restaurants, many hotels are offering “fast-food style restaurants with an upscale twist.”  Guests are more interested in getting carry-out or delivery food when staying at your hotel.  “A majority of all restaurant traffic, 70%, is take-out or delivery.”  Traditionally guests have been known to enjoy an upscale dine-in experience while traveling but this trend has changed as people are always on the move and trying to save a few bucks.  One of the biggest factors determining where a guest will eat is convenience.  “Kimpton’s Eventi Hotel in New York has Brighton, made to look like Brooklyn’s Brighton Beach boardwalk. Diners order from GoBurger, Fish Shack or a Tiki Bar. Lobsters rolls, BLTs, shakes and beer can be consumed indoors or outside in the Eventi Plaza.”  Even offering a take-out option at your dine-in restaurants can provide guests with a convenient location to get food.

Another way hotels are successfully making their imprint in the minds of travelers is by adding in some type of “personal touch” to truly make their guests feel at home.  This gives guests the feeling that they are cared about as a guest and as a customer; they are valued by your hotel.  We recently stayed at Crested Butte Mountain Resort’s Lodge at Mountaineer Square for our 2013 Summer Meeting where I was greeted with a personalized, hand written, note in my room welcoming me to the hotel and providing a direct line in case I should need anything.  Hotels are also featuring in-person wake up calls.  Over the years, wake up calls have turned from a simple phone call to an automated system that plays a recording.  The simplicity of a personalized interaction with an employee can help your guests feel valued.  “At the Mandarin Oriental and The Four Seasons, a person rather than an automated system will call to wake you up. If you don’t answer, you’ll get a wake-up knock.”

Guest’s expectations have always remained the same, cleanliness and good service, but the definition of good service has changed a bit.  More guests are coming to hotels with multiple pieces of technology like tablets, smart phones and laptops.  With that understanding, guests have a growing expectation of having Wi-Fi throughout the hotel. Guests can safely assume that Wi-Fi will now be available in their room (either for free or a small fee), regardless of where they stay.  Many hotels are setting themselves apart by offering free Wi-Fi throughout the entire hotel.  This simple and affordable amenity will not only have your guest satisfied with service but they will also be constantly connected to a place where they are able to review your hotel and its service at any given time.  This can benefit your property by obtaining more positive guest reviews, particularly focusing on smaller pieces of your hotel like restaurants and other amenities that may stand out in a guests mind.  Guests will check-in, post on social media about what they’re doing and essentially provide your property with free marketing in the most powerful form it’s available; guest/user generated content.

As hotels experiment with various ways to keep guests coming back, these are a few ideas and some direction of how you can stand out from the rest.  How is your property adding a “personal touch” to make your guests remember their stay?

 

Sources:

Carry In? Hotels Deliver Fast Food for Guests

http://www.usatoday.com/story/hotelcheckin/2013/05/03/hotels-casual-dining-fast-food/2127427/

Brands Respond to Evolving Guest Needs

http://hotelnewsnow.com/Article/10997/Brands-respond-to-evolving-guest-needs

The Hotel Wake-Up Call Gets Personal

http://www.usatoday.com/story/hotelcheckin/2013/05/17/hotels-human-wakeup-call/2167171/