Travel News

UK hotels admit internet failings for guests

13/07/2016 by .
Hilton London Bankside

New research from ZyXEL Communications, a global specialist in broadband networking, has pointed the finger at Britain’s hospitality industry when it comes to fast and efficient online connectivity. More than a quarter of UK hotels admit internet failings for guests as hoteliers confess their systems struggle to cope with the number of guest connections.

The survey of 100 UK hoteliers and over 1,000 consumers revealed a clear disconnect between the Wi-Fi service that hotels think they provide, and what guests actually demand.

With the number of consumer internet enabled devices continuing to rise, one in ten (13%) hoteliers are still not happy with the Wi-Fi service they currently provide.

Hotel managers highlight that Wi-Fi speed (37%) and drop outs (26%) are the biggest issues for guests, yet many remain confused as to the reasons why this happens. Thickness of walls (71%), size of connected devices (31%) and wooden furniture (13%) are just some of the answers hoteliers provide for poor connectivity.


However, only 15 per cent are aware that microwaves impact Wi-Fi performance, and as little as 5 per cent understand that mirrors can also hinder Wi-Fi signal. To compound this, a quarter of hotels (26%) didn’t have a site survey before installing their wireless network and 46 per cent don’t even know if they had one.

This suggests that hoteliers are not installing wireless networks that fits the needs of their building environment, and not designing their rooms with guest performance in mind.

With Wi-Fi now one of the most requested services by guests (72%), ahead of items such as an iron or ironing board (37%) and tea / coffee facilities (24%), it’s no surprise that many expect to be provided with personalised concierge services during their stay.

When asked about when and how their network was installed, forty-three per cent of hoteliers couldn’t name their network provider and a quarter (24%) couldn’t say who completed the installation.

Lee Marsden, European President, ZyXEL commented  “With the likes of Airbnb shaking up the hotel industry, it’s critical for hoteliers to fight back and stay relevant by providing an exceptional guest experience,”

“It’s incredible to think that many hotel managers don’t know who provides their Wi-Fi or who installed the network considering it’s one of the most requested services by consumers these days.

Many haven’t even had a site survey prior to installation. Installing a Wi-Fi network without conducting a site survey first is like throwing a party without checking if the venue is large enough for the number of people you want to invite.”

For the full research report go to


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