Customers no longer simply choose a hotel for free breakfast or parking, or for the size of the room, but also for the internet, they want free, fast and functional. More and more institutions are trying to meet this demand, but it is a real challenge!
PRACTICES UNDER DIFFERENT HOTELS
64% of the establishments owned hotel chains offer a free Wi-Fi between March 2012 and April 2013
According to the 2013 report of HotelChatter Web magazine, 64% of establishments belonging to hotel chains offer a free Wi-Fi between March 2012 and April 2013, at least in the main hall. The magazine has made an infographic showing big banners where wireless Internet is free and those with fees varying between 10 and 15 dollars are charged to the customer.
Generally, budget hotels and mid-range are more likely to offer free Wi-Fi. This decision is rooted in their differentiation strategies and price that are to be included in the room rate services such as breakfast, phone calls or Wi-Fi. Conversely, institutions luxury and upscale adopt the principle of "everything is available at a cost." According to the American Hotel & Lodging Association, over 75% of them were charging a fee for Wi-Fi in the rooms in 2012, compared to 23% for all hotels in the United States (see also: Hotels did they follow the techno wave?).
WI-FI: FREE SERVICE AND FUNCTIONAL REQUIRED!
Wi-Fi has become one of the main criteria for choosing a hotel for travelers
Internet access in hotels is often a source of dissatisfaction for the customer who complains about the cost, insufficient flow or difficulty connecting. The polls also confirm that the Wi-Fi has become one of the main criteria for choosing a hotel for travelers.
According to an American survey carried out in 2012 Hotels.com, a free wireless network for the potential customer is the most important service when it comes to selecting a business (38% of respondents), followed by grandson lunch (25%) and parking (18%) free. A survey conducted in 2013 by InterContinental Hotels Group adds, revealing that 43% of travelers refuse to stay in a hotel that does not offer free internet access.
However, it is not sufficient for the establishment to offer this service for free to make the customer happy. According Satisfaction Index 2013 North American Hotel Guest, directed by JD Power and Associates, Internet connectivity and speed were the cause of discontent 31% of those who had experienced a problem during their stay.
PROVIDE FREE WI-FI, YES BUT ITS LIMITED ACCESS
Between offering the Wi-Fi and get paid at all, there are some intermediate solutions
Between offering the Wi-Fi and get paid at all, there are some intermediate solutions. Several chains have chosen to give free access only to members of their loyalty program, and that, upon accession, as is the case of Omni Hotels, Fairmont and InterContinental Hotels Group soon. Some institutions also offer this service to customers who book directly with them; This innovative practice is an incentive that can enable them to reduce their dependence on travel agents online.
Some offer free access for a limited period throughout the property, while others limit it to certain areas, such as the main lobby or business center. This year, it has become a standard for the Marriott chain, which offers Wi-Fi in the lobby of its 500 hotels, for guests and visitors alike.
SOME TECHNICAL ELEMENTS TO IMPROVE SERVICE
Bandwidth, which is shared by all users connected to the network, allows the transfer of data. More customers are many online more data download is slow, hence the need for institutions to increase the flow to provide better service. Thus, some welcoming multiple conference hotels are choosing to increase their bandwidth as customers are likely to connect to the network. Conversely, a family hotel with a few rooms to satisfy a reduced rate.
Finally, the trend of multi-screen, the consumer logs from multiple media (laptop, tablet, mobile phone, etc.), press the hotel to improve its network and increase the number of access points. Indeed, tablets and mobile phones pick up the Wi-Fi signal in a much narrower range than a laptop.
IMPROVING SERVICE TO JUSTIFY THE COSTS
In general, in a hotel that offers free Wi-Fi, the bandwidth in a room is 1 Mbit / s, which allows customers to check e-mail and surf on websites and social networks. Where charges are applied to Internet use, the rate may increase from 2 to 5 Mbit / s, making possible downloads of pictures, videos and music, as well as discussions on Skype.
During a webinar hosted by Hospitality Financial and Technology Professionals, Shawn Tsetsilas, Cellular Specialties, suggested hoteliers to reduce the cost of access Wi-Fi at an amount between one and five American dollars, but to charge the customer depending on the amount of data transferred. This UBB however implies better quality of service, the customer is more willing to pay for a functional network. Conversely, the hotel should be aware that a free service of poor quality can be more damaging than if you had to pay.
The digital experience is gradually becoming an integral part of the journey, and at the time of the transformation of public space in the wireless access area (hotspot), Wi-Fi has become the norm. Hoteliers are they all able to follow this trend?
source ; http://veilletourisme.ca/2013/11/11/le-wi-fi-une-preoccupation-pour-tous-les-hoteliers/
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