Survey: Guests Disappointed Over Hotels Because of Wi-Fi


According to a survey released by J.D. Power and Associates, guests around the continent are not satisfied with the hotels in which they used to stay.

One of the most disappointing factors is the Internet service. J.D. Power Vice President Stuart Greif said Internet costs and fees trigger the guests’ frustration, resentment, and anger.

According to Greif, guests feel like they have the right to get more free facilities like WiFi Internet, when they stay in a luxury hotel—something they will get if they stay in many lower-priced hotels.

Greif pointed out that there is a cultural shift that makes Internet access extremely crucial for them. After all, people nowadays can’t live without the Internet. A room’s facilities always include a bed without a fee.  They want the Internet to be treated like bed in a hotel.

The stats said the rating of thousands of hotel guests about hotel costs and fees dramatically declined 76 points in 2012–16 points lower than the 2011 survey. And Internet charges are to blame.

According to the survey, 55% of hotel guests use the Internet when they are staying in a hotel, 87% of those use WiFi. 11% of the Internet users admitted they handed over some additional fee to have the Internet access.

Luxury hotels do not have any regulation about rates for Internet access. Some hotels like Ritz-Carlton require guests to join their loyalty programs to access the Internet. However, guests can access the Internet for free in the lobbies of some Ritz-Carlton properties.

The reported cost of adding an Internet connection to a hotel is about $3,000 to $4,000 per month to have a line that can deliver 100 megabits of data per second.

At that rate, deluxe hotels with already high room rates would have to add an additional $15-$20 per night.  And that wouldn’t fly with guests, so hotels ask those who want Internet access to pay the additional fee upon arrival.

In the meantime, middle- and low-end hotels have a more tight competition as travelers basically choose to stay at those kinds of hotels because of the price. They want to get all-inclusive facilities with only one price.

According to Greif, hotel guests are usually upset when they need to pay the Internet access through so called “resort fees”. But, at the same time, guests don’t like being charged extra for something they can get free at the coffee shop down the street.

For more info:

Hotel Manager

The Editor of