Wi-Fi has become an essential utility for hotel guests, comparable to water and electricity, with a survey showing that 68.1% of guests connect multiple devices. A significant 72% consider free Wi-Fi a deal breaker, and 53% are open to purchasing upgraded speeds, with complaints primarily about low speeds and poor coverage. Guests expect Wi-Fi in various hotel areas, especially in their rooms, and show interest in streaming services like Netflix on hotel TVs.

1. Wi-Fi is no longer an amenity; it has become a utility, as important as running water and electricity.
To keep its finger on the guest pulse, Hotel Internet Services recently conducted a survey of more
than 500 hotel guests to determine how significant a role Wi-Fi plays in their travels.
68.1% 61.8% 2.3%
laptop
75.9%
smartphone
5.0%
tablet other smartwatch
67% of respondents said they connect multiple wireless
devices to their guestrooms’ Internet.
64.2%
smartphone
58%
laptop
WHAT ARE THEY USING?
56.8%
tablet
4.4%
other
When asked if they would be interested in streaming
content such as Netflix of Hulu on their hotel room’s TV
SAID “YES” SAID “NO” “OTHER”
52.2% 45.3% 2.6%
GUESTS EXPECT THEIR WI-FI IN THE
FOLLOWING HOTEL SPACES …
room
98.4%
lobby
68.6%
restaurant
46.9%
pool
43%
other
3.9%
of guests said a
hotel without free
Wi-Fi is a deal
breaker
72%
FREE
53%
of guests said they would be willing
to purchase upgraded Wi-Fi speeds in
hotels (tiered pricing)
What they’re willing to pay varies between $2.99 and $4.99.
THE TOP GUEST COMPLAINTS
WHEN IT COMES TO HOTEL WI-FI:
low speed
64.6%
poor signal
coverage
63.8%
connectivity
problems
58.3%
insufficient
bandwidth
41.7%
© 2015 STR, Inc. All Rights Reserved. illustrations: jon edwards
DEVICES GUESTS CARRY
WITH THEM DURING THEIR
TRAVELS:
Source: “An intimate look at hospitality Wi-Fi: A study of guests and hoteliers” from Hotel Internet Services