Increase Guest Satisfaction with Good Wifi | An Ultimate Guide
In an increasingly digital age, the promise of connectivity has shifted from a luxury to an indispensable necessity. For the casual vacationer, occasional internet access might suffice for social check-ins or the odd email. But for extended stay travelers, be they digital nomads, business travelers, or individuals on long-term assignments, a reliable wifi connection isn't just a convenience—it's the lifeline to their professional responsibilities, personal commitments, and, in many cases, their very model of modern living.
It shapes their decisions on accommodations, influences their daily routines, and impacts their overall satisfaction and productivity. In this article, we dive into the reasons why dependable wifi is no longer just an amenity but a non-negotiable for extended stay travelers and how to improve the speed and security of your property’s wifi.
Extended Stay Guests Want Good Wifi
According to a study by Motorola Solutions, over 90% of business travelers want wifi in their rooms, and over 30% would not return to a hotel that didn’t meet this expectation. Leisure travelers feel the same, with 1 in 3 reporting that they would not return to a hotel with poor internet access. 80% of Americans say they simply can't live without wifi on vacation, and 62% would be willing to pay more for a hotel with good internet.
Negative reviews regarding wifi will turn potential extended stay guests away, meaning having good wifi is essential. But what does it mean to have good wifi?
What is Good Wifi?
Many guests now expect complimentary basic wifi as a standard amenity. While higher speeds or additional features might come with a fee, basic access is often viewed as a necessity, akin to running water or electricity.
Speed
In 2014, a report concluded that adequate wifi meant having a speed of at least 2Mbps. However, in today's era of Zoom calls, Slack downloads, and HD TV, 2Mbps is simply not enough.
Today, individuals use an average of 4 interconnected devices daily, and almost half of US households subscribe to 4 streaming services. 25Mbps is more realistic for the extended stay traveler. At this speed, a guest will get reliable, consistent internet access. They can join a video meeting while downloading an important file or watch their favorite show in HD while updating an app on their phone or scrolling Instagram.
Most hotels still don't come close to 25Mbps. A pre-pandemic survey on hotel internet connection found that the hotel with the fastest free wifi, Rodeway Inn, had only 7.66 Mbps. The hotel with the fastest paid connection? 8.47 Mbps—enough to stream, but guests will still experience occasional interruptions.
That's why we require that all Sojourn partners have a dedicated workspace with a minimum internet connection speed of 30 Mbps. This speed is more than capable of providing guests with the same fast, reliable connectivity that they would find at home or in an office.
Want to check your wifi speed? There are many options, but we recommend M-Lab or Ookla (no affiliation). You can even try both and compare.
Security
A secure connection is critical. The internet is full of articles like this one from TechRadar: "Why you should avoid hotel wifi like the plague." The article quotes David Chismon, senior researcher at MWR Infosecurity, among other experts in the field:
"Hotel wifi comes with a particular risk, as it's a likely concentration of valuable targets like business travelers."
The last thing an extended stay traveler working in a foreign country wants is to have their identity stolen, their bank account drained, or their credit cards canceled. Trust in your wifi network is just as important as speed.
69% of respondents to a 2022 survey stated that they would use a VPN during their stay. Hotels should offer encrypted networks, and even a VPN (Virtual Private Network) service, to ensure guests' data remains private. Individual access codes or secondary authentication measures can further increase security.
How to Make Your wifi Faster and More Secure
Having a wifi speed of 25mbps and a VPN, or some security measures in place, will put you at a considerable advantage as potential customers compare your accommodations to the competition. Here are some actionable steps you can take to make your property’s wifi faster and more secure:
Speed
Upgrade Hardware: Modern routers and access points can offer faster speeds and better coverage. Upgrading to the latest hardware is an essential step to improve network performance.
Optimize Placement: Ensure that wifi routers and access points are strategically placed throughout the hotel. Avoid placing them near other electronic devices or behind obstacles. Sometimes a simple repositioning can significantly improve signal strength.
Multiple Access Points: For larger hotels, it's essential to have multiple access points to ensure coverage throughout the property. This prevents dead zones and ensures guests can get a good signal no matter where they are.
Use Both Bands: Modern routers offer 2.4 GHz and 5 GHz bands. Ensure both are active and let devices connect to the most appropriate one. The 5 GHz band is faster but has a shorter range, while 2.4 GHz offers broader coverage but might be slower, especially if crowded.
Regularly Update Firmware: Router manufacturers often release firmware updates to improve performance and fix bugs. Regular updates ensure the hardware operates at its best.
Increase Internet Bandwidth: If the hotel's internet connection is a bottleneck, consider upgrading the service plan with the Internet Service Provider (ISP) to allow for more bandwidth.
Security
Use Strong Encryption: WPA3 is the latest security protocol. If the hotel's hardware supports it, ensure it's activated. If not, at least use WPA2. Avoid outdated protocols like WEP.
Change Default Passwords: Routers and access points come with default administrative passwords. Change these immediately to prevent unauthorized access.
Set Up a Guest Network: Separate the hotel's operational network from the guest network. This ensures guests can't access sensitive hotel systems.
Use a VPN: Offer a VPN (Virtual Private Network) service for guests or at least suggest they use one. A VPN encrypts data, making it harder for hackers to intercept.
Regularly Update Firmware: As with improving speed, firmware updates often include security patches.
MAC Address Filtering: If feasible, allow only devices with known MAC addresses to connect. This might be more suitable for smaller boutique hotels or specific high-security areas.
Firewall: Ensure that a robust firewall is in place to prevent unwanted inbound and outbound traffic.
Educate Staff: Make sure hotel staff understand basic security protocols and can guide guests if needed.
Regular Audits: Periodically hire experts to audit the wifi network's security. They can identify vulnerabilities and suggest fixes.
Economic and Operational Benefits of wifi
Good wifi is more than a mere amenity for hotels; it's a critical component for economic and operational success. Economically, offering robust wifi can lead to increased bookings, especially among working extended stay travelers who prioritize connectivity. Extended stays become more appealing when guests know they can work or stream without interruption. Moreover, satisfied guests experiencing hassle-free connectivity are more likely to return, provide positive reviews, and recommend the hotel to others, further driving revenue.
From an operational perspective, a seamless wifi infrastructure simplifies in-house communication, enabling staff to use modern collaboration tools and respond to guest needs promptly. It also facilitates the integration of modern hotel management systems, IoT devices, and other technologies, leading to increased efficiency in services like room automation and inventory management.
Finally, a secure and robust wifi network can collect valuable guest data (while ensuring privacy), aiding in refining marketing strategies and tailoring promotions to enhance guest experiences. In essence, investing in good wifi is not just about keeping guests connected; it's about optimizing hotel operations and maximizing economic returns.