2018 Report: What Online Hotel Reviewers Say About Wi-Fi
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1 2018 Report: What Online Hotel Reviewers Say About Wi-Fi
2 Methodology Online review data was gathered from online sources during the months of April and May of Initial research discovered the top 10 business travel cities in the United States by combining the results on lists from the following websites: Customer reviews can make or break the reputation of a hotel. They also provide valuable insight into what guests expect and how to keep them coming back again and again. This report focuses on customer concerns regarding Wi-Fi during their stays at top business travel locations around the United States. 10 U.S. cities 478 hotels 740,112 reviews CNBC Inc.com On Call International AMEX Global Business Travel Business Travel Life Once the top 10 travel cities were determined, research focused on finding the top hotels in each city. The search resulted in a list of 478 hotels. Using Yelp.com and TripAdvisor.com, we searched the reviews for each individual hotel and combined results from both sites to find the total number of reviews, the number of reviews with ratings of 3 stars or less, and the number of reviews with 3 stars or less that also mentioned one of the following: wifi, Wi-Fi, or Internet. Because the purpose of this report is to analyze customer satisfaction regarding Wi-Fi and not to critique particular hotels, we used Randomizer. org to choose the hotels from which we pulled the sample review quotes you will see throughout the report. These quotes are used for illustrative purposes and may or may not be reflective of overall guest satisfaction at the hotels referenced.
3 Results Online Hotel Reviews Mostly Positive There may be an underlying assumption that people only give online reviews when they re upset. These numbers indicate otherwise. While the hotels included in this report are considered the top in their city, the number of hotels per city left plenty of room for there to be outliers. Even still, less than a quarter of the online reviews in this report received 3 stars or less out of 5. 3 stars or less 21.8% Online Hotel Reviews by City Chicago New York San Fransisco Dallas Denver Houston Orlando Philadelphia Atlanta Boston 3 stars or less Percentage of hotels receiving 3-star reviews or less Christie V. from Boulder, CO gave Renaissance Denver Stapleton Hotel a 2-star rating and explained her frustration with the Wi-Fi: 4+ stars 78.2% Denver hotel guests were the most critical with more than 28% giving average to subpar ratings, while Boston guests seem to be the most pleased with only 18% giving hotels 3 stars or less. I simply don t understand hotels that don t provide wi-fi in the guest rooms. Wi-fi was avilable in the lobby and bar, but how easy is i to get work done in those areas? $11 seems high to pay to us their wired internet in my room and be shackled to the desk. I was supposed to get free internet in my room due to the conference I was at but they never honored it. (sic)
4 Subpar Reviews with Wi-Fi Frustrations Of the hotel review ratings of 3 stars or less, more than 14% of those reviews mentioned their Wi-Fi or Internet experience at the hotel in the comments. Wi-Fi Comments in 3-Star and Under Reviews Wi-Fi mentions 14.6% 85.4% Wi-Fi Comments in Reviews with 3 Stars or Less (by City) Percent of 3-stars or less will Wi-Fi comments Chicago New York San Fransisco Dallas Denver Houston Orlando Philadelphia Atlanta Boston Wi-Fi Related Comments (percentage)
5 Richard P. of Chesterfield, VA gave the White Swan in San Francisco a 1-star review, saying this about the Wi-Fi: What Online Reviewers Say About Hotel Wi-Fi The percentage of reviews with 3-star ratings or less that also mentioned Wi-Fi ranged anywhere from 2.72% for Boston hotels to 3.91% for San Francisco hotels. Technology expectations in the San Francisco area may be higher because of the proximity to Silicon Valley. % of Total Reviews, 3 Stars or Less & Mentioned W-Fi Chicago New York San Fransisco WiFi nearly non existent. Spent half the day with minimal to zero connectivity and the hotel techs attempting to fix I. Finally told them to replace the router, which they supposedly did. Connectivity improved but performance is sub par, Common guys, for $300 a nite? (sic) Bill A. from Boston gave Courtyard Manhattan/ Times Square in New York City a 3-star review, but was frustrated with Wi-Fi: The WiFi (even the premium WiFi) was nonexistent, we upgraded to the premium to be able to access on a laptop. A high-speed connection should not have been needed, but that didn t work either. (sic) Dallas Denver Houston Orlando Philadelphia Atlanta Boston Not everyone in Orlando was happy though. Joe K. from Jensen Beach, FL gave the Sheraton Suites near the Orlando Airport a 3-star review and had this to say about the Wi-Fi: The wifi was TERRIBLE. I m not sure what the issue was but I tried several times to connect, and it was unbearably slow. Like dial up would have been faster. (sic) Percent of total reviews 3 stars or less and mentioned Wi-Fi
6 Hotel Guests are frustrated by more than an inability to connect Before assuming Wi-Fi frustrations only centered around being able to connect, read these reviews: The Value of Wi-Fi Of all the reviews studied for this report, the overall percentage of reviews with 3-star ratings or less that mentioned something related to Wi-Fi was 3.2%. Jenn D. from Orlando, FL gave Philadelphia Airport Marriott a 3-star review, stating: Most hotels, especially those that are associated with a lot of airline customers, offer at least a slower speed of Wifi that allows you to use social medial and check your flight information. My flight, for example, was cancelled due to snow and my luggage was who-knows-where. Basic internet to check on it was $13.95! While fast internet was Not offering basic internet as an airport hotel felt incredibly predatory. Add to that, when I just had my lap top open to do work offline, the web offer asking you for money popped up on my screen every three to five minutes. (sic) 3.2% CantStick07 from San Francisco gave Loews Atlanta Hotel a 1-star review, citing Wi-Fi frustrations as one reason: 3 device wifi policy - you can connect to 3 device - total. in my 6 day stay attending conference, I had to log in to 4th account, that disconnected all my devices, I had to be on call with outsourced 3rd party customer service to reset my account, where I was warned if it happened again they going make me pay penalty of $15.00 to reset. btw, they can see devices, activity traffic, IP and MAC Addresses of the devices. (sic) A couple of questions to consider after reading this report: 1. Would your bottom line benefit from a 3.2% improvement in customer retention? 2. If solving one problem on your property increased the revenue per available room (RevPAR) by 3.2%, would you do it?
7 Hotel Wi-Fi matters. 2Texas_Travellers from Dallas gave Sheraton Houston Brookhollow Hotel a 3-star review. The only comments center around Wi-Fi: This property recently changed its wifi providers. The result has been disastrous: slow performance, really slow to connect, requirement to reconnect every time, device limits, dropped service, poor help desk service. (sic) Hoteliers, don t let what happened to 2Texas_Travellers happen to your guests. Samsung Networks The company that engineered products like smart TVs, smart phones, and digital displays is best equipped to create the network that connects them. Samsung Networks has engineered access points for high density environments like hotels and intelligent controllers that make it easy for network managers to troubleshoot and guests to connect securely on Personal Area Networks (PAN). Wi-Fi matters to your guests and to your business. Invest in something that will improve guest satisfaction.
8 1301 E Lookout Dr. Richardson, TX Sales: Service & Support: samsung-networks.com
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