Internet service in hotel complexes has gone through a significant development path in recent decades. Initially, Wi-Fi was perceived as a separate paid product, but over time it transformed into an integral part of the hotel’s infrastructure. This metamorphosis occurred as a result of a change in consumer behavior and technological progress. It is suggested to view the news about this and other events on industrypulse.media.
The history of the transition from paid access to a free service
Ten years ago, hotels everywhere charged for using the Internet. The cost ranged from ten to fifteen dollars daily, although technically the maintenance of the service cost significantly less. Paid Wi-Fi became the cause of guests’ dissatisfaction and led to a change of accommodation. Gradually, guests began to bring their own devices with streaming services installed, such as Netflix, reducing the need for paid hotel services. The final chord of the era of paid access was the fine imposed by the US Federal Communications Commission for blocking private access points.
The transformation began with the realization that the Internet has ceased to be a commodity, but has become an environment necessary for a comfortable customer stay. Companies have switched to a loyalty model, integrating free connections with incentive programs for regular guests. An example of such integration was the Marriott International network, whose customers received a personalized network connection automatically upon entering their room.
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A new level of service and convenience monetization
In parallel with the change in the perception of Wi-Fi, the architecture of hotel chains has also changed. The owners had to create complex structures capable of withstanding the simultaneous load of hundreds of devices streaming video and making video calls. The cost of equipment and support was many times higher than the cost of home Internet, but it allowed us to offer customers a stable and high-quality service.
The Wi-Fi quality criteria have also changed. The guests began to compare the speed and stability of the signal not with neighboring hotels, but with their home connection. In some countries, such as Singapore, the expectations of guests were so high that hotels were forced to build networks that meet the corporate standards of airports and offices.
Despite the widespread use of mobile Internet, a significant part of the guests still need high-quality landline access.
