Building a Resilient Digital Backbone: How Hotels are Enhancing Connectivity
In just the last few years, the connectivity needs of hoteliers have changed drastically. As few as five years ago, most hotel guests typically traveled with just one device that could connect to the internet, and they used it mainly for light browsing or checking emails, says Geri Sullivan, senior director of GIA sales, SONIFI.
Today, however, guests rely on a hotel’s internet for a wide range of activities.
“Modern guests expect fast, reliable internet for streaming, video conferencing, and remote work,” says Shannon Siegert, director of sales, Best Western Plus Dubuque Hotel & Conference Center. “Prior to our network update, managing during peak hours always led to slower speeds and performance [and prevented] streaming and casting capabilities.”
Not only are guests using the network for high-bandwidth activities, but each guest has been connecting multiple devices to the network.
“In my experience, one of the primary connectivity challenges we encounter daily is ensuring that the network isn’t overloaded with too many connections while also maintaining the necessary speed requirements. This balance is crucial for providing quality service to guests,” says Ravi Patel, chief executive officer, SINA Hospitality.
But guests aren’t the only ones putting a strain on the hotel’s network. The rise of IoT devices in hotel rooms, such as voice-activated assistants and mobile-controlled amenities, is problematic, says Elizabeth Amorese, senior director of enterprise solutions sales, Comcast Business. Additionally, hoteliers have increasingly adopted cloud-based property management systems, mobile check-in, and keyless entry, all of which rely on consistent, high-speed internet. Plus, hotels are also incorporating energy management systems and connected devices, requiring robust networks to monitor and control energy use.
And hotel employees often require secure, high-speed internet to access their cloud-based work applications, notes Jean-Philippe Lenot, global director, hospitality and cruise market, Alcatel-Lucent Enterprise.
“In today’s world, strong, reliable connectivity is required everywhere for everything,” says Jady West, vice president of Cox Hospitality Network.
But offering employees and guests a strong and reliable internet connection isn’t always easy.
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Top Connectivity Challenges
Hoteliers are confronted with numerous challenges when it comes to network connectivity. Outdated infrastructure, for instance, can hinder their ability to provide the bandwidth that today’s guests demand, which can result in slow speeds, dropped connections, and frustrated guests, according to WorldVue.
However, outdated infrastructure isn't the only factor causing connectivity issues. Modern construction materials, such as energy-efficient glass and thick walls, can interfere with signals and create dead zones on the property, says Brendan Hourihane, senior director, Freshwave.
“It’s frustrating for guests who expect to be connected everywhere and poses a challenge for employees working in areas where they can’t access the signal they need to get their work done,” he adds.
Providing guests with a seamless way to connect to the hotel’s wireless network is another significant hurdle, says Richard Wagner, director of certification and compliance, Nomadix. On top of that, guests also want the convenience of moving between brand properties and automatically connecting to the network without needing to log in at each new location.
Network security presents yet another major challenge.
“With the growing use of mobile check-ins, digital key cards, and cloud-based management systems, hotels must protect sensitive guest information and their own operational data from cyber threats,” Amorese explains. “Implementing advanced security protocols requires ongoing investment and expertise, and the cost of upgrading and maintaining modern network infrastructure, especially for smaller or independent hotels, can be a significant barrier.”
While many hoteliers may think that network security refers only to the data held on their networks, Lenot begs to differ. For example, cybercriminals will often hack into hardware connected to a hotel’s network, such as IoT devices, CCTV and other surveillance equipment, and more.
Even just finding and attracting skilled IT employees to monitor and repair the hotel’s network can be a significant challenge, says Mark Kornegay, group vice president, vertical markets for Spectrum Enterprise.
And when hoteliers don’t have access to staff members who know how to fix connectivity issues, guests often feel they’ve been subjected to poor customer service, Lenot says.
“In today’s world of online reviews, that can have a lasting impact,” he adds.
Improvements You Can Make Today
To overcome these challenges, hoteliers first need to ensure that they have the budget necessary to upgrade their network, says Sullivan.
“If you invest in your Wi-Fi network, you’re going to improve your satisfaction scores, online reviews, and repeat guest visits,” Sullivan adds.
When the budget has been secured, hoteliers should first look to implement a robust, high-speed Wi-Fi infrastructure that is also scalable, WorldVue says. Scalability will be key as it will allow hoteliers to upgrade the network without significant downtime or cost as guest expectations and technologies evolve.
“Investing in a future-proof solution instead of a quick fix will help hotels stay competitive as technology continues to advance,” WorldVue adds.
Once a scalable architecture is in place, hoteliers could look into upgrading to Wi-Fi 6.
“This newer standard offers faster speeds, better performance in crowded network environments, such as lobbies or conference centers, and enhanced security protocols. Wi-Fi 6 also optimizes network performance for Internet of Things (IoT) devices, which are becoming more common in hotels through smart thermostats, lighting, and locks,” WorldVue adds.
To ensure Wi-Fi 6 works properly, Trevor Dowswell, chief technology officer at Hotel Internet Services, recommends that hoteliers invest in a solid fiber or Cat6 Ethernet cabling infrastructure. This infrastructure should service enough locations to have Wi-Fi 6 access points at the best user-to-access point ratio obtainable in rooms, ideally a one-to-one or one-to-two access point per room.
“Hoteliers should also investigate integrating 5G into their properties to allow the guest to have access to the hotel network from other locations (like airports, shuttle vans, etc.),” says Wagner.
As hoteliers consider how to implement reliable in-building mobile coverage, Hourihane offers a note of caution.
“Hoteliers should be wary of providers suggesting technology, such as repeaters, that merely amplify outdoor signals,” he says. “This allows for little control over the signal quality or capacity and can be negatively impacted by changes in the outdoor environment. A reputable provider will provide a binding contract committing them to deliver connectivity from all necessary mobile operators.”
And while enhanced speed and coverage are top priorities for hoteliers looking to upgrade their network, they shouldn’t forget to prioritize security.
“Hoteliers need to invest in advanced cybersecurity measures, including encrypted guest networks, firewalls, and continuous monitoring systems to protect both guest data and the hotel’s operations from cyber threats,” Amorese explains. “They should also consider solutions that offer secure, seamless access for guests, such as personalized logins or secure portals. These upgrades not only improve the guest experience but also safeguard the hotel’s operations in an increasingly digital landscape.”
Finally, hoteliers need to ask themselves who they want to manage the network and its upgrade. Some hotels may wish to manage their networks in-house. In that case, Lenot recommends that they look for a comprehensive mix of service and technology providers that will work with their internal team to enable secure daily operations through built-in security mechanisms, so they aren’t always reliant on adding new services and appliances.
But finding (or even hiring) internal team members with the correct level of expertise in this area may be too much of a challenge for some hoteliers. Those properties may decide to partner with a connectivity partner to help manage, implement, and regularly update their systems, Kornegay says.
“A managed network services provider can relieve hoteliers from the complexities of network management, allowing them to focus on other ways to enhance guest experiences,” he says. “Managed network solutions can provide scalability and flexibility, enabling hotels to quickly adapt to changing guest expectations and technology trends. This ensures that hotels can consistently meet guest needs for connectivity and digital experiences, keeping them competitive in the hospitality market.”
Kornegay adds that additional benefits to partnering with a managed services provider are shifting costs from a capital expenditure to an operational expenditure, and no longer needing to pay large upfront costs for hardware, software, equipment maintenance and repair. Instead, these expenditures are reduced to a single, predictable monthly fee.
Plan for the Next Wave of Connectivity
Looking to the future, hoteliers will continue to have a number of interesting options for improving network connectivity.
For example, Hourihane points out that small cells will play a key role in reshaping hotel networks in the near future.
“These low-power wireless access points enhance mobile coverage and capacity inside buildings, connecting securely to mobile network operators’ networks. By working with a ‘neutral host’ (a network sharing infrastructure arrangement facilitated by a third party), hotels can bring in coverage from all networks, ensuring that no guest is left without a signal, no matter where they are on the property,” he explains.
Hoteliers should also continue to monitor the emergence of Wi-Fi 7, says Sullivan.
“If they haven’t yet, hoteliers should start budgeting for an upgrade to Wi-Fi 7. It improves a Wi-Fi network’s throughput and capacity, and the 6 GHz band provides more channels to work with to further help Wi-Fi devices avoid interference,” Sullivan adds.
Specifically, these Wi-Fi devices could refer to the smart lighting, voice assistants, and automated climate control IoT devices that are found in more and more hotel rooms across the country. It’s also been said that Wi-Fi 7 will be ideal for supporting ultra-HD streaming, virtual and augmented reality applications, and other data-heavy services.
In addition to Wi-Fi 7, OpenWiFi is gaining attention as a flexible, open-source Wi-Fi framework, WorldVue says.
“This technology allows hotels to mix and match hardware from different vendors, reducing vendor lock-in and providing more freedom in designing and upgrading their network solutions. This flexibility can yield cost savings, enable more customizable implementations, and allow for quicker adaptation to emerging technologies,” WorldVue adds.
Private network adoption will also become more popular in the near future, West says.
“These solutions streamline network reliability and mobility within large campuses, allowing for the separation and prioritization of connectivity for critical business operations, while guests can still use and enjoy their uninterrupted public bandwidth. Private networks also support guest safety by powering solutions like panic buttons and enhanced indoor cellular coverage to more easily contact help in an emergency. And private networks also give hoteliers greater scalability and modular ability. This allows for hoteliers to shift floorplans or site layouts without having to re-cable or find temporary coverage providers during large events,” West explains.
Regardless of which direction you take, Patel advises his fellow hoteliers to “strive for enhancement, rather than simply meeting the minimum requirements for network connectivity. Today’s guests expect our hotels to seamlessly accommodate multiple devices. Contrary to some owners’ beliefs, the investment needed for this capacity isn’t as daunting as it may seem – it’s a long-term investment.”