Two most common complaints about guest WiFi
Posted by Joe Kavanagh on 14/10 at 10:00 AM Hospitality,
Common WiFi complaints image

Decent guest WiFi is critical to hotels in terms of providing excellent customer service, gaining decent reviews or even securing a room booking in the first place.

We take a look at the two most common complaints about guest WiFi and a give few tips on how you can address them:

Guests often complain that the hotel Internet speed is not good enough and that they are often restricted to just email or light web browsing. Many guests want to have a video chat with their family, live stream a film, download a television programme or access cloud applications that are vital to their everyday working lives. In fact, they don’t just want to, they expect to be able to.

Here are a few reviews from TripAdvisor which reflect this trend:

“The only downside was the WiFi was poor; nil in the room I had and weak throughout the building. WiFi access points are simply not designed or adequate to penetrate stonewalls.”

“The WiFi is well quite simply a joke, and reception in the room I was in was poor, so movie streaming isn't going to happen, and you can forget about Skype. Would I come back?  No, not really; it just doesn't offer good value for money.”

“The main drawback is the poor WiFi connection which does need to be improved as it is not acceptable in this day and age.”

It is annoying but bearable if your WiFi service is intermittent while web browsing or checking email. But if you are trying to use video or music streaming services or even cloud software used by business travellers, anything below a consistent or ‘always-on’ service is unacceptable.

An unreliable service can be caused by a lack of, or poorly positioned access points meaning that guests end up wandering around the hotel trying to find a decent signal.

Too many devices trying to access the Internet at the same time can also cause a lack of consistency.


  • Use an online checker service to test the speed of your Internet connection and talk to your Internet service provider (ISP) about how to increase performance.
  • Think about how many devices could be using your WiFi service at any one time and what your guests will use it for. You can then give as much useful information to your ISP as possible so they can design a suitable solution for you.
  • Check the strength of your WiFi signal by using a smartphone or laptop to gauge where the weak or black spots are so you can ascertain whether an extra access point is needed or needs repositioning.
  • If the issue is caused by too many devices using the WiFi at the same time, then you need to go back to your ISP again to provide extra bandwidth for your access points.
  • How old are your modems and routers? Consider replacing them if they are more than five years old, possibly sooner if you have recently upgraded your network.

If any if the above sounds familiar, please do not hesitate to browse through our web pages dedicated to our hotel customers and the services we provide to them.

Posted by
Joe Kavanagh's avatar
Joe Kavanagh on 14/10/2016

Joe is one of the most experienced members of the business development team specialising in the education sector.

He is well-versed in the needs of schools, colleges, academies and MATs, ready to share his knowledge on Wi-Fi, data networks, web filtering and telephone systems, and how they support education needs while meeting tight budgets.

Away from work, Joe is a runner, keen gardener, puppy-handler and a fount of knowledge on a wide variety of subjects to keep us all educated and entertained in the office.

Contact: joe.kavanagh@swcomms.co.uk

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