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Blog
Paying For Wi-Fi 'Makes Me Angry'
July 16, 2008
"It's ludicrous to pay more for a night of hotel-room Internet than I shell out for a month's worth of access at home. It makes me angry—and less likely to stay in that hotel again."That's the takeaway quote from this article by Joe Brancatelli, a writer for Conde Nast's Portfolio.com. It's exactly the point I've been trying to convey in recent blog postings, and for which I've been getting lambasted (I believe the proper Web jargon is "flamed") by hoteliers who just don't want to hear it. But it's the truth for a great and continuously growing number of travelers.
Brancatelli's article is a good primer for the consumer audience that simply doesn't understand why they can get free Wi-Fi at a Courtyard but have to pay US$15 or more at a Marriott. The article doesn't really break any new ground in that regard, but it's important to realize that Brancatelli's personal interjection—that high Wi-Fi fees are aggrevating and a poison to brand loyalty—is a commonly held opinion among the traveling public.
Continue to anger your guests over Wi-Fi charges at your hotel's peril. If it's worth it to your bottom line, then by all means, keep charging ... but make sure you've done that revenue management research and quantification first. Because once a guest goes free, he's not going to want to go back to fee.
Posted by Adam Kirby on July 16, 2008 | Comments (10)
In response to: Paying For Wi-Fi 'Makes Me Angry'
CorporateTravel2Much commented:
I do not stay in hotels as a matter of principle that charge for WIFI. I don't expect much for free today but that is key to my overnight choices.
In response to: Paying For Wi-Fi 'Makes Me Angry'
Scott commented:
I consider it petty when hotels charge (especially at the inflated rate) for wifi. I factor possible wifi and parking costs into a room rate so it's not like the hotel is getting away with anything. It's an annoyance both when I have to "sign on" that I'm also reminded of when it takes me an extra 2 minutes to fill-out my expense report. This is just one of the many hassles of "luxury" hotels that makes me think they're not worth it and has pushed me "down market" where I seem to get more value.
In response to: Paying For Wi-Fi 'Makes Me Angry'
Seattleite Surfer commented:
Ok, so, is Starbucks listening? Other chains, etc? Jump on the bandwagon while you have a chance to influend public opinion.
In response to: Paying For Wi-Fi 'Makes Me Angry'
Jennifer commented:
That is exactly why I refuse to take my laptop to Starbucks. Why can I get free Wi-Fi at every mom-and-pop coffee shop around town, but have to pay for it at the largest one in the world??
In response to: Paying For Wi-Fi 'Makes Me Angry'
Barry commented:
I don't see why hotels should offer this service for free, but what I do object to is claiming it's high speed when it's not much better than dial-up.
In response to: Paying For Wi-Fi 'Makes Me Angry'
Jerry commented:
I am like Scott. I build in the likely cost of breakfast, internet, and parking and look at the amenities of an upscale brand compared to a mid-scale brand. I have talked to enough hoteliers to pick up the myriad of different ways hotels pay for the service and how they perceive the value of the service. My take is that a lot of them have been caught out with how fast WiFi went in guests minds from being a premium service to a service that is like electricity and plumbing and the owners have not recouped their initial investments yet so they are hanging on hoping for the best.
In response to: Paying For Wi-Fi 'Makes Me Angry'
Thailandhotelier commented:
Nowadays charging for internet access is like charging cable fee. You just don't do it. Every hotel (3* and up) should have it available for the guests "free of charge", it is in the room rate. As a hotelier I find it ridiculous that some hotels are still charging for wifi.
In response to: Paying For Wi-Fi 'Makes Me Angry'
Jon Crisp commented:
Thank you God for arrogant, insensitive, and out of touch hoteliers...they make my job as competition so much more simple. If every hotelier made wise decisions....I guess everyone would be at the top of the field. sincerely, Jon Crisp 2002 Conrad Hilton Award Winner Hampton Inn & Suites
In response to: Paying For Wi-Fi 'Makes Me Angry'
Sultan commented:
Built in is the way out - with even cities going wi-fi, it just a matter of time paid wifi goes out like the license fees that was once a norm for tuning to radioes and thren for televeision, what you see now is the same dilemmas faced by the govts in those days
In response to: Paying For Wi-Fi 'Makes Me Angry'
Miguel Romero commented:
Fortunately phone charges were over, with cell phones, as they dont overcharge on calls, now I find it ridiculous that some hotels are still charging for wifi. They have to add as a free service, or they will lose clientele