According to the J.D. Power 2013 North American Hotel Guest Satisfaction Index Study, the quality of Internet service remains the top complaint experienced by guests and it has the largest impact on overall guest experience and satisfaction.
Not surprisingly, the study reports that 31% of guests had an issue with their Internet connection and/or speed. It’s noteworthy, however, that:
Guest satisfaction was relatively unaffected by whether or not room rates included Internet access.
Meaning, if you are going to offer free Internet, you must ensure the connection is good. For many hotels, that means upgrading infrastructure. We suggest a tiered pricing model to offset the investment.