It’s a cliché to say good internet is one of, if not the most important, factors in creating a good hotel stay, but I don’t care. It’s monumentally important.
Fast, reliable internet is incredibly important for guest satisfaction.
This is not a secret. At this point, I’ve probably heard the fact that the Wi-Fi and sleep experience are the most-valued aspects of a hotel stay at various industry conferences more than I’ve heard baseball analogies.
But the cliché nature of it doesn’t take away from the fact that it’s 100%, verifiably true.
This subject has become one all of the HNN staffers here in Cleveland have become all too acquainted with as of late, as the internet service provider at our office has experienced outages that have become frustratingly regular. Not to give up too much on how the sausage is made here, but I think it’s safe to say the internet is a vitally important utility for any news organization, especially one that prides itself on its immediacy reacting to breaking news.
As frustrating as it is to not be able to rely on the internet connection at our home base—and believe me the frustration level is pretty high—that’s only amplified when we’re on the road. There’s nothing that will more reliably create a headache for our various traveling staff members than trying to file stories or upload videos from conferences or other industry events only to be foiled by bad hotel internet.
For the amount of time spent talking about the issue, you think this particular plague would have been eradicated at this point, but alas, it is not. I can say there is at least one large, expensive luxury hotel that earned our business in connection with a major industry conference for years that we’ve officially decided to completely avoid going forward given their poor internet performance. And I’m sure we’re not the only business travelers to blacklist that hotel for that exact reason, even though the rest of the stays there have been next to ideal.
Back to the point I was making to start here. I know the hierarchy of need is often ranked as: bed, internet, everything else, but there have been plenty of times I’d have preferred to sleep on a lumpy old single mattress from a college dorm, a cot or a pile of straw on the floor if only I could get that good, good internet.
Now, I know just enough to know what I’m saying is a drastic oversimplification of things. There are so many reasons why a hotel that has put a significant amount of work and sunken a sizable amount of capital into ensuring it has robust bandwidth would be strained from time to time. But that’s not an excuse. It needs to rank as high among your priorities as anything else. Because even if you do everything else perfectly, if you’re less than perfect when it comes to your internet, then you’re losing customers.
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