Guest Technology Survey

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“What Hotel Guests Really Want”

By:

Guest Technology Survey

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One of the most pressing issues facing the global hotel industry as it slowly recovers from the biggest economic downturn in its history is how to most efficiently bridge the gap between business and keeping up with guest technology expectations.

When occupancy levels plummeted and rate levels were quite depressed, the hotel industry radically cut spending, reduced headcount and deferred projects to survive. Now, with demand returning and some signs that rate increases are beginning to hold, many hotel owners and hotel groups are betting that guestroom technology will help them gain and retain guests while business volumes return to scale.

Pressures are reportedly intense for hoteliers to work smarter, faster, be more productive and efficient while addressing the hotel’s and its guests increased technology demands. It is there-fore particularly vital that hotels and resorts know what their guests really need and want, and then do what they can to deliver those products and services.

We all know that to be truly hospitable, one must go beyond just providing the necessary phys-ical comforts that hotel guests and travellers demand. More often than not, what keeps guests coming back again and again are amenities as well as their overall experience and memories during their stay. Guests are increasingly demanding the same technology in the hotel they stay at as they have in their own home. So perhaps it is time to ask guests what they really want.

To take the pulse of today’s hotel guests wants and desires, Hotel Internet Services conducted a survey of over 560 people across the U.S. who were recent guests at hotels, resorts, time-shares and casinos properties. Since guestroom HISA has been found to be the number one amenity guests’ desire, a number of questions were dedicated to this area.

Keeping People Connected™


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For example, when asked how important it was for them to have guestroom Internet services at the hotel where they stay, (91%) said it was very important, with only (8%) saying it was somewhat important. When specifically asked if having guest room Internet services available influenced their decision to stay at a particular hotel, only (4%) of those surveyed said that the Internet did not impact their decision while (70%) said it very much influenced their decision about where to stay. It’s very apparent that Wi-Fi availability does indeed affect a person’s de-cision about where to stay when travelling for either business or pleasure.

The survey found that over (62%) of guests utilize their iPhone, Android phone or other cell phone to connect to the Internet instead of a laptop. Additionally, (59%) said they use their iPad or other tablet device to connect online instead of their laptop. This confirms a noticeable trend today where guests are found to be traveling with multiple devices. When asked about how many wireless devices they travel with, over (47%) of guests responded that they travel with two or more wireless devices. This also confirms why many current hotel Wi-Fi networks are having difficulty handling the number of devices logging on and are now having to install a more robust network to handle this traffic. The Wi-Fi systems that were installed just a few years ago were simply not built knowing that guests today would be carrying multiple devices for which they would be connecting simultaneously.

When asked what were the minimum speeds guests would be happy receiving, roughly (40%) were happy with anywhere from 128Kbps to 768Kbps. Nearly (60%) would be happier with 1.0 Mbps or more in bandwidth. We have seen guest bandwidth needs change over the past few years. Many guests today have large Internet pipes at home ranging from 5 Mbps to 30 Mbps and desire to have similar experience while traveling. This of course is not feasible for most hoteliers. To solve this dilemma, tiered bandwidth plans or “Freemium” plans have become popular with hoteliers and guests alike. Those guests who don’t have high bandwidth needs are satisfied with up to 512K of speed for web browsing and email while those guests who wish to have more speed for downloading movies and larges files can pay a nominal fee to get increased bandwidth. This helps the hotelier defray the costs of added bandwidth.

When asked what problems these guests had encountered in the past with guestroom Inter-net services, the number one problem experienced (85%) was poor signal coverage. This is important to note. Not just any access point can be installed in today’s hotel environments. With guestroom Internet being the number one amenity for guests, Hoteliers must provide a robust commercial grade system that can keep up and scale with the ever increasing demands of guest Internet usage.


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Another (42%) of guests said the Internet was down during their stay, while 24% experienced access points that were down. A vital point noted in the survey was that (80%) of guests found that having call center support was somewhat to absolutely necessary. And (18%) of those surveyed experienced hotels that offered no 24x7 call support. There were a myriad of other issues effecting guests satisfaction which ultimately impacts the hotels ratings ie: in-ability to connect to VPNs, not able to send e-mails, could not connect their mobile device to the network, experienced web browsing problems and Apple compatibility issues. With all the new laptops, phones, tablets and other wireless devices, it’s imperative to provide a 24x7 call center support so guests can get the support they require.

Next, the survey dug into guestroom TVs and TV services since the guestroom TV is becom-ing a focal technology and communication hub for both hoteliers and guests. Many guests have connected TVs at their homes today and wish to have the same comforts while traveling. So what should hoteliers look for in new TVs, programming and TV VOD entertainment sys-tems?

According to respondents of the survey, the most notable needs were related to the ability of the guest to utilize the Internet via the TV. In particular, 69% wanted to be able to browse the Internet and check their Facebook, Twitter, LinkedIn accounts, etc. Additionally, (69%) wanted the ability to receive hotel messages and send email through the TV. Following closely behind, guests wish to be able to browse local area attractions (45%), (37%) want to be able to print boarding passes from the TV and (27%) want to listen to Internet Radio stations on their TV set.

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Next, high on the list of guestroom TV desires, 40% of guests wish to check their current bill on the TV, (36%) want to use the TV to browse the property’s amenities, and (30%) would like to be able to display their own music, photos and videos on the in-room TV.

Other noteworthy desires were (27%) wishing to have Local, News and Sports channels in HD, (26%) want to be able to order housekeeping services via the TV, and nearly (25%) would like to use the TV to wake up as well as order room service.

The survey found that there was still a strong need for Business Centers. (60%) of those surveyed find a business center somewhat to very important to them during their stay. Re-spondents highest need in utilizing a business center was the ability to print (80%), followed by Internet access (69%), copying (57%) and the ability to fax (46%). Unless a hotel has a budget in place to provide printing and faxing equipment in each room, the most cost effective way to provide these services is by providing a business center in an easily accessible public area.

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The remainder of the survey asks about other in room features and technologies that are im-portant to guests during their hotel stay.

As expected, and high on their list, was large flat panel HDTVs (61%), with (28%) of those sur-veyed wanting the TV to be Internet connected. Coffee Makers were of next importance (56%), while (55%) wanted more easily accessable electrical outlets. (44%) would like a safe to se-cure their valuables, and (29%) would like a charging station for their mobile devices.

Gary Patrick, CEO of Hotel Internet Services, stated, “So what does the survey tell us? For hotel owners, administrators, and IT staff, it tells us that a very large percentage of travellers expect the same comforts and technologies they have in their own homes.

We have come to find out that WIFI has become a utility and as such, it is expected to always be on just as power and water is expected to be. And it also tells us that having Wi-Fi Internet service does in fact influence a guest’s decision on where they stay and will stay again. Guests expect the Wi-Fi to have excellent and strong coverage, as this was the number one complaint (85%) about the services they had used in the past.

Now, while having an excellent Wi-Fi system is very important, it was also noteworthy that a significant number of guests experienced Internet outages during their stay. So having a reli-able Internet Service Provider is imperative to ensure the Internet is available as close to 100%

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of the time. It is advised that hoteliers have a secondary and completely different ISP brought in for failover capability and utilize a network appliance that will bond and aggregate the two differ-ent services. This gives the property more available bandwidth as well as provide redundancy should one carrier go down.

Our survey respondents also made it clear that they expect to have HD TVs with HD program-ming as they have become accustomed to. Just as guests have taken to smartphones, they now desire smart TVs that allow them to connect to the Internet as well as provide them with more features and functionality.

Since guests spend a large portion of their time utilizing the guestroom TV during their stay, this is an excellent opportunity to regain lost revenues from in room Wi-Fi and phone service by offering valuable services through the TV that guests are willing to pay for such as HD movies, in room dining, TV Internet, and applications that allow them to stream their own content to the TV in their room.”

For detailed answers to each of the questions in the survey, please see the subsequent pages of this report.


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1. How important is having guest room Internet service available at the hotel/resort where you stay?

Response

PercentResponse

Count

Very Important 91.1% 509

Somewhat Important 8.4% 47

Not Important 0.7% 4

answered question 559

skipped question 3

2. Does having guest room Internet available influence your decision on whether to stay at a hotel or not?

Response

PercentResponse

Count

Very much so 69.9% 384

Somewhat so 26.2% 144

Not at all 4.2% 23

Other (please specify)

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1. How important is having guest room Internet service available at the hotel/resort where you stay?

Response

PercentResponse

Count

Very Important 91.1% 509




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2. Does having guest room Internet available influence your decision on whether to stay at a hotel or not?

Response

PercentResponse

Count

Very much so 69.9% 384

Somewhat so 26.2% 144

Not at all 4.2% 23


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3. How important is it for you to have access in other areas of the hotel such as the lobby, pool, restaurants and bars?

Response

PercentResponse

Count

Important 38.3% 214




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4. What percentage of the hotels you stay at charge a fee or resort fee for Internet access?

Response

PercentResponse

Count

0-25% 63.1% 353

26-50% 19.0% 106

51-75% 10.2% 57

76-100% 7.7% 43


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3 of 15

3. How important is it for you to have access in other areas of the hotel such as the lobby, pool, restaurants and bars?

Response

PercentResponse

Count

Important 38.3% 214




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4. What percentage of the hotels you stay at charge a fee or resort fee for Internet access?

Response

PercentResponse

Count

0-25% 63.1% 353

26-50% 19.0% 106

51-75% 10.2% 57

76-100% 7.7% 43


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5. When staying at a hotel, do you use the Internet to watch movies and/or TV for things like Netflix, Hulu, etc.?

Response

PercentResponse

Count

Yes 23.9% 133

No 76.1% 424


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6. Does your occupation require you to use a wired connection and not WIFI?

Response

PercentResponse

Count

Yes 10.4% 57

No 89.6% 489


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7. Do you travel with a 3G/4G Mobile Hotspot?

Response

PercentResponse

Count

Yes 26.7% 145

No 73.7% 401


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Response

PercentResponse

Count

Yes 23.9% 133

No 76.1% 424


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Response

PercentResponse

Count

Yes 10.4% 57

No 89.6% 489


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Response

PercentResponse

Count

Yes 26.7% 145

No 73.7% 401


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Response

PercentResponse

Count

Yes 23.9% 133

No 76.1% 424


skipped question 5


Response

PercentResponse

Count

Yes 10.4% 57

No 89.6% 489


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Response

PercentResponse

Count

Yes 26.7% 145

No 73.7% 401


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8. If so, what has been your experience using your mobile hotspot when staying at hotels? (Click all that apply)

Response

PercentResponse

Count

They work well 36.3% 61

The coverage is spotty 46.4% 78

They don't provide the speed I need

22.6% 38


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skipped question 394

9. Do you use an iPad, iPhone or other device instead of a laptop for Internet access?

Response

PercentResponse

Count

iPad/Android/other tablet 59.0% 200

iPhone/Android/other cell phone 62.2% 211


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8. If so, what has been your experience using your mobile hotspot when staying at hotels? (Click all that apply)

Response

PercentResponse

Count

They work well 36.3% 61

The coverage is spotty 46.4% 78

They don't provide the speed I need

22.6% 38


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9. Do you use an iPad, iPhone or other device instead of a laptop for Internet access?

Response

PercentResponse

Count

iPad/Android/other tablet 59.0% 200

iPhone/Android/other cell phone 62.2% 211


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10. Do you connect multiple wireless devices to the guestroom Internet? (ipad, iphone, tablet, laptop, etc.)

Response

PercentResponse

Count

No, only one 53.2% 285

Yes, 2 devices 33.0% 177


Yes, 4+ devices 3.0% 16


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11. Do you currently use a roaming WIFI service such as Boingo, i pass, AT&T, T-mobile, etc.?

Response

PercentResponse

Count

Yes 17.8% 95

No 82.2% 438

If yes, which roaming plan?

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10. Do you connect multiple wireless devices to the guestroom Internet? (ipad, iphone, tablet, laptop, etc.)

Response

PercentResponse

Count

No, only one 53.2% 285



Yes, 4+ devices 3.0% 16


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skipped question 26

11. Do you currently use a roaming WIFI service such as Boingo, i pass, AT&T, T-mobile, etc.?

Response

PercentResponse

Count

Yes 17.8% 95

No 82.2% 438

If yes, which roaming plan?

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14. Would paying $9.99 per month for a roaming WIFI plan that could be used at over 100,000 hotspots be useful for your Internet requirements?

Response

PercentResponse

Count

Yes 29.3% 158

No 70.7% 381


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12. Would you pay a small added fee with your Internet connection ($1-$2) to have a secure encrypted WIFI connection?

Response

PercentResponse

Count

Yes 46.1% 249

No 53.9% 291


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13. What is the minimum Internet speed you would be happy receiving?

Response

PercentResponse

Count

128K 4.0% 17

256K 9.4% 40

384K 4.7% 20

512K 15.0% 64

768K 9.1% 39

1.0 mbps 30.0% 128

1.5 mbps + 29.7% 127


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14. How necessary is having a 24x7 Internet call support center at your disposal should you need support?

Response

PercentResponse

Count

Absolutely Necessary 36.8% 185

Somewhat Necessary 43.3% 218

Not Necessary 20.1% 101


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13. What is the minimum Internet speed you would be happy receiving?

Response

PercentResponse

Count

128K 4.0% 17

256K 9.4% 40

384K 4.7% 20

512K 15.0% 64

768K 9.1% 39

1.0 mbps 30.0% 128

1.5 mbps + 29.7% 127


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14. How necessary is having a 24x7 Internet call support center at your disposal should you need support?

Response

PercentResponse

Count

Absolutely Necessary 36.8% 185

Somewhat Necessary 43.3% 218

Not Necessary 20.1% 101


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15. What problems have you encountered in the past (whether the hotels system or your computer's problem) while trying to use the guest room Internet system at the hotels you have stayed at? (Please check all that apply)

Response

PercentResponse

Count

Access points down 24.3% 107

Internet down 42.4% 187

Poor signal coverage 85.3% 376

Call center support did not answer 8.6% 38

Hotel did not provide call center support

17.5% 77

Did not have wired jacks for connectivity

11.6% 51

WIFI card was turned off 3.2% 14

No patch cable to plug laptop to wall jack

10.9% 48

Security settings on laptop preventing Internet access

7.3% 32

Could not send email 14.5% 64

Could not connect to VPN 12.5% 55

Apple compatibility issues 8.2% 36

Web Browser issues 12.0% 53

Inroom equipment not working 11.1% 49

Could not get gaming station to work

1.4% 6

Could not get mobile devices to work

8.8% 39


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10 of 15


16. Would having Internet connectivity through the TV in your room be an amenity you would find useful?

Response

PercentResponse

Count

Yes 34.9% 176

No 65.1% 329


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17. Would you like having the ability to wirelessly stream your personal music, videos, photos and other content from your mobile device or laptop to the guestroom TV?

Response

PercentResponse

Count

Yes 36.1% 182

No 63.9% 322


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16. Would having Internet connectivity through the TV in your room be an amenity you would find useful?

Response

PercentResponse

Count

Yes 34.9% 176

No 65.1% 329


skipped question 57

17. Would you like having the ability to wirelessly stream your personal music, videos, photos and other content from your mobile device or laptop to the guestroom TV?

Response

PercentResponse

Count

Yes 36.1% 182

No 63.9% 322


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tablet device as the remote control for the TV

17.2% 65


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19. Is a business center at the hotel where you are staying important to you?

Response

PercentResponse

Count

Very important 13.6% 68


Not important 42.2% 211


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18. What features of a guest room Internet-connected TV would be important to you? (check all that apply)

Response

PercentResponse

Count

Ability to browse full Internet including Facebook, Twitter, Linked-

in, etc.68.7% 259

Ordering the latest Hollywood HD Movies

15.9% 60

Ability to check email and hotel messages

69.0% 260

Ability to connect your personal devices to the TV to display your

own music, movies and photos29.4% 111

Ordering room service 24.1% 91

Checking your current hotel bill 39.5% 149

Check out from TV 45.4% 171

Browsing Hotel/Resort Amenities 36.3% 137

Browsing Local Area Attractions 44.8% 169

Ordering Housekeeping Services (cleaning, sheets, towels, etc)

26.0% 98

Listening to Internet Radio Stations 27.1% 102

Wake-up Call through the TV 24.7% 93

Bundled movie packages (multiple movies, games and Internet for the

price of one regular movie)12.2% 46

Games 12.5% 47

HD Local, News and Sports Channels

27.6% 104

Print boarding passes from your TV 36.9% 139

Able to use your mobile phone or


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tablet device as the remote control for the TV

17.2% 65


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19. Is a business center at the hotel where you are staying important to you?

Response

PercentResponse

Count

Very important 13.6% 68


Not important 42.2% 211


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20. In a business center, what features are most needed?

Response

PercentResponse

Count

Fax 45.5% 178

Copy 56.8% 222

Scanning 42.5% 166

Internet Access 68.5% 268

Printing 80.1% 313

Laptop Port 27.9% 109

Skype/Video Calls 15.3% 60

VOIP Calls 4.6% 18


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21. Which of the following in-room technology features and services are most important to you? (click those that apply)

Response

PercentResponse

Count

Internet-Connected TV 28.0% 133

Video on Demand Movies 15.2% 72

Low cost domestic and International phone plans

10.7% 51

Large Flat Panel HDTV 60.8% 289

In-Room Computer w/ Printer 20.8% 99

Media Connectivity Panel for plugging your games, music,

laptop, etc. into an HD TV14.5% 69

HD Quality Free Guest Channels 46.7% 222

Mobile Device Battery Charger 28.6% 136

More easily accessible electrical outlets

55.4% 263

Safe 44.2% 210

Coffee Maker 56.4% 268

Express Check-out via the TV 35.2% 167

Hotel is implementing Green Initiatives

17.3% 82


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www.hotelwifi.com866-265-7575 Ext 701

West Coast 4596 Ish Drive Suite #200

Simi Valley, CA 93063

East Coast 2138 Alternate 19 North

Suite APalm Harbor, FL 34683

Documents

Guest Technology Survey