Eldorado Resorts Reduces Guest Complaints Related to Wireless Connectivity by 23%

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Eldorado Resorts Reduces Guest Complaints Related to Wireless Connectivity by 23%

12/15/2017

With 20 U.S. properties, Eldorado Resorts, Inc. understands that delivering high-quality, consistent connectivity is an important part of their overall brand strategy; it is also a central investment to drive positive guest satisfaction scores. In order to meet its business goals and deliver a quality guest experience, the resort knew it needed a purpose-built Wi-Fi solution. To that end, it decided to partner with Extreme Networks, Inc. and SONIFI to deploy a new wireless network solution across its Eldorado, Silver Legacy and Circus Circus properties.

Prior to its new network installation, each of Eldorado's three properties had an average of 300 to 400 devices connected at one time, with its peak reaching 800 devices. However, it recognized that it needed a solution that could support greater capacity and coverage and provide administrators with actionable data around network usage and engagement behaviors, leveraging these insights to better service customers. Ultimately, the resort wanted to create a positive experience for guests during the entirety of their stay while meeting Eldorado's unique business goals.

To support the 815 rooms at the Eldorado Resort and Casino, 576 APs were installed in hotel rooms and throughout the property in just two months. After deploying Extreme Network's Wi-Fi solution, guest complaints related to connectivity fell by 23%. Additionally, trouble tickets were reduced to nearly zero per week. Furthermore, the average number of devices concurrently connected to the network rose significantly, with a peak of 3,800 connected devices. Eldorado's three properties in Reno will support more than 4,000 rooms and employees, with average concurrent usage expected to hit up to 6,000 devices. Guests will have the ability to travel between each property and between the various public spaces and guest rooms without any interruption to their Wi-Fi, ensuring a seamless experience.

Additionally, with the centralized network management system, administrators can see how guests engage with the properties while connecting their email addresses for future marketing campaigns. Eldorado can now send guests unique offerings based on their location, demographics and interests. Beacon technology placed around the properties allows Eldorado to monitor foot traffic so they can instantly communicate with guests in certain areas.

Extreme and SONIFI were also able to develop a heat map to optimize the design of the network architecture into Wi-Fi zones, helping to deliver outstanding coverage and bandwidth requirements. And with anywhere from 500 to 2,000 users joining the network at a given time, Extreme and SONIFI took security measures to protect Eldorado's network from hacking and disruption. This ensures that guests' personal information is never compromised, all while supporting thousands of users at once.

"Partnering with Extreme Networks and SONIFI Solutions has not only improved our customer satisfaction scores, but enabled us to connect with our guests and make decisions in real-time based on the data provided by ExtremeAnalytics," said Phillip Karam, Manager, Technology and AV, Eldorado Resort Casino Reno.

Currently, the Wi-Fi network is fully operational at the Eldorado Resort Casino and Silver Legacy Resort Casino, including the hotel, casino and back-of-house. The deployment at the Circus Circus Hotel Casino Reno property is expected to be completed by January 2018.