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Shephard’s Beach Resort

Installation Spotlight

Introduction

A newly renovated property based in Clearwater Beach, Florida, and boasting breathtaking gulf views, Shephard’s Beach Resort is recognized as a premier destination for many tourists visiting the area. Also highly regarded for its enticing amenities such as a 5,000 square foot swimming pool, tiki beach bar and on-site nightclub, Shephard’s Beach Resort understands the need to provide guests with high quality services. Yet in the pursuit of obtaining full satisfaction for each guest, property leadership understood the critical importance of addressing guest needs for high quality internet connectivity along with the growing demand for the latest in guestroom entertainment.

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Challenge

Prior to the HIS Wi-Fi implementation, Shephard’s Beach Resort used outdated hallway access points to transmit Wi-Fi signals throughout the premises. Guests attempting to access online content often voiced their dissatisfaction due to such signals not being strong enough to reach them within the guestroom or outside balcony. Further adding to the resort’s troubles was the need to cater to guest preferences for the online streaming of video content via their own personal service subscriptions. Yet the property realized that they needed to do so in a way that could lead to enhanced hotel-to-guest communication, loyalty and property revenues.

After finding that the previous internet provider was unable to resolve the issue, property leadership opted to partner with Hotel Internet Services to implement a strong and reliable network. Since working with HIS, the resort can now confirm consistent and reliable Wi-Fi coverage throughout the entire property, including the onsite restaurant, night club, swimming pool and meeting room areas.

“With a seamless installation process that was both fast and minimally intrusive, HIS is responsible for enhancing our Wi-Fi network in a way that allows it to meet virtually any guest need, a fact demonstrated by a total elimination of guest complaints received by the front desk,” says Paul Andrews, general manager at Shephard’s Beach Resort. “By also implementing BeyondTV, our resort has even been able to go a step further in catering to today’s guest demands for the latest in online entertainment and communication.”

A solution that leads the hospitality industry in wireless casting technology, BeyondTV allows guests to leverage guestroom televisions to view essentially any content accessible via their smart devices on a much larger screen. Guests can for example use this functionality to view online streaming subscriptions, personal videos and photos, or to access social media accounts such as Facebook and Twitter. Guests of Shephard’s Beach Resort can also use BeyondTV to review their hotel bill at any time, and can take advantage of the platform’s ability to share details on upcoming resort events. Guests can even use BeyondTV to reserve a VIP table at either the resort’s tiki bar or night club, providing enhanced revenue opportunities.

Project Requirements

  • Strategize a means of ensuring a strong and consistent Wi-Fi signal throughout all areas of the property.

  • Implement a solution able to fully cater to the latest guest trends in in-room entertainment while providing the property with an effective means of guest communication.

Solution

  • Replace hallway access points with in-room access points that are strategically placed to ensure a consistent and reliable Wi-Fi signal.

  • Leverage BeyondTV’s ability of allowing guests to wirelessly cast content from personal devices directly onto guestroom televisions.

     

  • Utilize BeyondTV to inform guests of available amenities and promotions.

Cachet Boutique NYC

Installation Spotlight

Introduction

An ultra-luxurious hotel that seeks to serve as an urban cultural oasis in the heart of New York City, the Cachet Boutique NYC serves as the U.S. flagship property of Cachet Hospitality Group and is recognized for its lavishly designed guestrooms and outdoor garden areas. Placing a top priority on providing guests with a unique and trendy experience, the hotel is also renowned for its recent acquisition and introduction of the Playboy’s club, alongside other satisfaction-enhancing amenities such as its Cachet Comforts service. In striving to offer guests the latest in guestroom convenience, hotel staff also understand the importance of leveraging technology to live up to today’s standards in entertainment and communication.

Challenge

While presenting several options to enhance the hotel stay experience, the Cachet Boutique NYC nonetheless recognized a need to effectively communicate the availability of such services to each guest. With guests increasingly overlooking more traditional approaches to promoting services such as printed materials, hotel leadership sought a more up-to-date means of advertising their unique amenities and brand story. At the same time, hotel leadership also identified growing guest demands for in-room entertainment solutions that cater to their desires for online streaming and personalized content.
With the implementation of BeyondTV by HIS, Cachet Boutique NYC is now able to provide guests with a method of learning about hotel services in a way that conforms to their lifestyle preferences. A solution that connects to the guestroom television, BeyondTV greets guests entering their room with video content showcasing details about the Playboy Club as well as other services and promotions currently on offer. BeyondTV also provides Cachet Boutique with the ability to play video loops showcasing the portfolio of branded properties that guests can visit around the world. Guests, as a result, can learn and inquire more into other Cachet Boutique properties during their current stay, leading to stronger brand loyalty and a greater potential for additional revenue.

“As a property that prides itself on offering our guests a truly unique and luxurious experience, BeyondTV serves as a critical tool in spreading awareness of the many extra amenities that we offer,“ says Nicole Levinson, senior vice president of brand strategy and partnerships for Cachet Boutique. “Rather than finding themselves in a quiet and motionless guestroom, BeyondTV injects a sense of vibrance by automatically playing videos that communicate our brand’s story and what we offer, such as the Cachet Comforts service and the upcoming opening of the Playboy Club. This simultaneously ensures that guests know exactly what is available to them in order to gain full satisfaction while also increasing property revenues.”

BeyondTV also fulfills the Cachet Boutique’s goal of providing guests with the latest in-room technology experience, with advanced personal device to guestroom television casting functionality. With a simple push of a button, guests can leverage BeyondTV to play online video and music subscription services on a much larger screen. Users can also use the same casting technology to view social media accounts or personal photos or videos. A vital differentiator is also BeyondTV’s ability of allowing guests to view and order amenities, such as room service via remote control, further enhancing both convenience and property revenue streams. Upon check out, BeyondTV automatically deletes all personal data and also provides guests with the ability to manually remove their information at any time.

Project Requirements

  • Identify a means of effectively communicating both the hotel’s brand story and available guest services. Increase guest awareness regarding the property’s upcoming launch of the Playboy’s club. Implement a solution that fully caters to guest demands for personalized content and online streaming. Identify a strategy for overcoming weak and inconsistent Wi-Fi signals that takes building structural limitations into account.
  • Implement a solution that is capable of satisfying guest demands for casting personal content to guestroom televisions.

Solution

  • Leverage BeyondTV’s ability to automatically play video loops showcasing on-site services such as Cachet Comforts, as well as content that promotes other Cachet properties located around the world.
  • Utilize BeyondTV’s loop video playing functionality to also increase
    interest in the Playboy Club ahead of launch.
  • Equip guests with the latest in personal device to guestroom television casting functionality.

Orchard Hotels San Francisco

Installation Spotlight

Introduction

Known for its eco-friendly practices and operating out of the heart of San Francisco, California, Orchard Hotels manages both the Orchard Garden and Orchard Hotel, and rewards its guests with a stay experience that balances both modern and classic styles. Understanding the priority placed on fast and reliable internet access by today’s guests, Orchard Hotels also strives to ensure that its Wi-Fi and internet-based services are able to meet the latest demands in device connectivity. This commitment to fulfilling modern hospitality needs further extends to catering toward the growing trend of guests seeking greater personalization and faster responses from hotel services.

Challenge

Despite its well-intentioned goals of providing guests with an up-to-date and seamless online experience, both Orchard Hotels properties continued to receive negative guest feedback regarding poor W-Fi connectivity and slow speeds. This recurring issue was only made worse due to the presence of thick walls and large coverage areas that made it virtually impossible for existing equipment to transmit a strong and stable Wi-Fi signal. Being located in a city known for its tech-savvy spirit, hotel staff recognized the critical need to upgrade its network abilities in order to remain competitive within its geographic market. Both properties also realized that catering to the latest guest trends meant having to work with a reputable provider that could satisfy growing demands for device-casting and voice-activated technology.  

By selecting Hotel Internet Services and leveraging the company’s expertise, Orchard Hotel and Orchard Garden were able to affordably overcome troublesome Wi-Fi experiences with the strategic placement of industry leading Ruckus wireless access points throughout both locations. With this straightforward procedure now complete, the result has been a complete elimination of guest complaints related to internet connectivity.

“Fast and reliable Wi-Fi is a critical amenity in today’s hospitality market, and by partnering with HIS, we have been able to meet this need in a way that is affordable and that ensures all guests have complimentary access to the fastest internet speeds,“ said Pablo Barruti, general manager for Orchard Hotels of San Francisco. “Our decision to select HIS is also based on the company’s ability to enhance and offer a unique guest experience with BeyondTV, a platform that allows our guests to directly cast their content onto guestroom televisions while safeguarding their data privacy. With BeyondTV’s added ability to integrate with Alexa, we are even able to address the industry’s growing demand for voice-based solution control.”

A solution known for its ease-of-use, BeyondTV provides hotel guests with the ability to cast popular online video and music subscription services with the press of a button. Guests can also leverage the guestroom television’s larger screen and louder speakers to access their music, social media accounts or view and share personal photos or videos. Through integration with Amazon Alexa, guests can interact with BeyondTV via voice commands to control a variety of TV functions, such as changing the channel, casting from devices, visiting the app store or surfing the web. Voice commands can also be used to order services, such as room service or housekeeping, or to inquire about other hotel services and amenities.

Upon check out, BeyondTV automatically deletes all personal data and also provides guests with the ability to manually remove their information at any time. In furthering the Orchard Hotels’ commitment to serving as an eco-friendly establishment, BeyondTV additionally allows the properties to eliminate the use of paper and printed collateral in providing guests with hotel information. Instead, such details can be made instantly available within each guestroom via the television screen.

Project Requirements

  • Identify a strategy for overcoming weak and inconsistent Wi-Fi signals that takes building structural limitations into account.
  • Implement a solution that is capable of satisfying guest demands for casting personal content to guestroom televisions.

Solution

  • Strategic placement of Ruckus wireless access points in order to offset issues caused by thick walls and large coverage areas.
  • Implementation of BeyondTV as a comprehensive in-room entertainment streaming solution that is able to satisfy guest preferences for personalized content.
  • Integration of BeyondTV with Amazon’s Echo in order to provide guests with the ability to control television functions and request hotel services by simply using their voice.

Orchard Hotels of San Francisco Partners with Hotel Internet Services to Implement Advanced Wi-Fi with Voice-activated Television and Casting Solutions

Eco-Friendly boutique hotel brand enhances guest internet with HIS Wi-Fi and adds content casting with integrated Amazon Alexa voice-controlled BeyondTV system

San Francisco – Hotel Internet Services (HIS), a full-service provider of internet services and solutions for the hospitality industry, has announced the successful installation of its industry-leading Wi-Fi and BeyondTV platforms at the Orchard Hotel and Orchard Garden Hotel in San Francisco, California. Although located in a city well known for technology innovation, both properties suffered from the common issue of poor quality internet connections and speeds that adversely affected guest satisfaction. By partnering with HIS, the hotels have not only completely eliminated guest complaints regarding internet connectivity, but are also able to reflect the city’s tech-savvy spirit by catering to guest demands for casting personal content and integrating voice-activated control with the implementation of BeyondTV and Amazon’s Alexa.
Previously relying on a Wi-Fi network over eight years old, both the Orchard Hotel and Orchard Garden were constructed with wide floor plans that included thick walls, and could not deliver the higher bandwidth and ability to connect multiple devices that today’s guests demand. Since leveraging HIS’ expertise on the latest Wi-Fi solutions and strategically placing robust industry leading Ruckus Wireless access points, both hotels have reported a complete turnaround in property-wide internet performance.

“Fast and reliable Wi-Fi is a critical amenity in today’s hospitality market, and by partnering with HIS, we have been able to meet this need in a way that is affordable and that ensures all guests have complimentary access to the fastest internet speeds,” said Pablo Barruti, general manager for Orchard Hotels of San Francisco. “Our decision to select HIS is also based on the company’s ability to enhance and offer a unique guest experience with BeyondTV, a platform that allows our guests to directly cast their content onto guestroom televisions while safeguarding their data privacy. With BeyondTV’s added ability to integrate with Alexa, we are even able to address the industry’s growing demand for voice-based solution control.”

A solution known for its ease-of-use, BeyondTV provides hotel guests with the ability to cast popular online video and music subscription services with the press of a button. Guests can also leverage the guestroom television’s larger screen and louder speakers to access their music, social media accounts or view and share personal photos or videos. Through integration with Amazon Alexa, guests can interact with BeyondTV via voice commands to control a variety of TV functions, such as changing the channel, casting from devices, visiting the app store or surfing the web. Voice commands can also be used to order services, such as room service or housekeeping, or to inquire about other hotel services and amenities.

Upon check out, BeyondTV automatically deletes all personal data and also provides guests with the ability to manually remove their information at any time. In furthering the Orchard Hotels’ commitment to serving as an eco-friendly establishment, BeyondTV additionally allows the properties to eliminate the use of paper and printed collateral in providing guests with hotel information. Instead, such details can be made instantly available within each guestroom via the television screen.

For more information about the full range of technology solutions available from Hotel Internet Services, please contact Gary Patrick at 866-265-7575 Ext. 705 or email gary@hotelwifi.com.

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Andrea Roland
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Is your Wi-Fi keeping you from getting a 5-out-of-5 review?

Strong WiFi = Happy Guests = Good Reviews

In a recent search we conducted on Trip Advisor, we typed in the search term “WiFi” and discovered four important factors to today’s travelers:

1. Mediocre to Bad WiFi in an otherwise great hotel might have kept them from a 5 out of 5 rating.
(† Review 1-3)

2. Hotel Guests also complained and gave bad reviews for not having Free WiFi. Reviewers felt the resort fees should cover that amenity. († Review 4)

3. The search returned over 66K results. Some of these Hotel properties have hundreds to thousands of guests commenting on the WiFi Services in their room and within the Hotel whether good or bad.

4. Spotty connections and poor connection speeds are amongst the highest complaints.

5 Star San Francisco Hotel – Dec 2017

Great Location, Nice Hotel, Bad Wifi in Room

“The location of the hotel was great. It was nice overall, clean and what I would expect of a Hilton. My only complaint was the WiFi in my room. For all intents, it was worthless for a business traveler. It was hard to connect, dropped off all the time and made working virtually impossible. I spoke to the hotel several times & it was never resolved. They did let me work in another room for a few hours where there was good WiFi.

Another at Popular Sedona AZ. – Dec 2017

Nice Accommodations, terrible Internet

The resort location is great. The Condo is very nice, but a little outdated. There is lots of room and the features such as pool and hot tub are close by. Our place was comfortable and relaxing, but the internet is probably the worst in the civilized World. The connect is so slow and needs serious attention.

BURBANK CA – Oct 2017

Good loacation – Great staff

I was in town for 3 days/nights on a business trip. I arrived a few hours before check-in time, but the clerk found a room that was ready. He warned me that it was close to the elevator (which I didn’t mind). I discovered later that the Wi-Fi was terrible and after several calls and some effort on the part of the staff, I ended up talking to “tech support”. That was completely useless. The genius on the other end of the line had me go to a specific web site. It took much longer than it should have to load a static site (literally just a solid color page), but this “skilled technician” determined that I “have internet access”, and surmised that others must be using the connection too…I gave up. When I woke up very early the next day I tried again to no avail. I contacted the front desk and was offered the option of moving to a different room. The clerk even SENT someone up with key cards to another room right away. The WiFi in the new room was much better (still not great, but much better). In a perfect world the WiFi would be easy and fast in every room, but I was pleased with the hotel staff’s efforts to help and quick offer of a relocation. The “tech support” (obviously an offsight contractor) was useless and reflects badly on the otherwise great service I received from every staff person I encountered during my stay.
The room (both of them) was clean and comfortable. It is an older hotel,but well kept. One of the (four) elevators was out of service, but that was just a bit of an inconvenience. I would definitely stay here again. Very close to a wide variety of restaurants and local shops.

LAS VEGAS 5 Star Hotel – Oct 2017

Great stay in a lovely hotel.

…”The only thing that stops this being a 5 star review is the Wifi. It was atrocious. I’ve no idea how many messages I missed or calls I dropped. I ended up having to abandon whatsapp etc and just use my SMS and make normal calls. It’ll probably cost me a fortune, coming from Ireland, but the wifi was just so damn unreliable. I’d imagine I’ll have ended up spending more than the resort fee which should have covered adequate wifi. That issue aside, this was a lovely, laid back hotel in a great location for the strip. The room was excellent. The pool was small but always quiet. The staff were excellent. We didn’t really eat there but what we had was tasty. The shop was over priced – but that’s standard for hotels I suppose. Wifi aside, I have literally no complaints.

Wi-Fi is no longer considered an amenity – Hotel Guests now Expect it.

Your guests not only want it to be free they also want it to be fast, secure and reliable all over your property.

“According to a 2015 Trip Advisor study, they found that 74% of travelers and 78 % of Millennials, say hotel WiFi is the most important hotel amenity. According to tourism consulting firm Resonance, Your very affluent guest worth over $1 million considered free WiFi in hotels even more important than privacy when choosing a destination.”

• 65% of hotel guests log onto a property’s WiFi within seven minutes of stepping into their room.
[ survey by Roomzzz reported by Travel post ]

With today’s travelers bringing with them more and more Wi-Fi demanding devices it is now not just about Wi-Fi access and or free Wi-Fi hotspots. It’s about your guest being able to have a strong connection all over your property with those devices. They want to sit by the pool and listen to their Pandora or Spotify music and read a book on their Ereader. Or sit in the cafe in the morning and eat breakfast and catch up on their favorite show on one of their streaming TV Apps on their Laptop, Tablet or phone. These are the conveniences they have at home and they now expect Hotels to deliver on these same conveniences. Not to mention business travelers. Their needs for a strong, secure and reliable connection is even more vital and when these travelers experience connectivity issues they get very upset and they get very vocal! Not only are they posting on rating sites and social media but they are talking to friends and family about their experiences.

In a recent article by Carolyn Murphy from Revinate.com it states..

internet-related reviews have lower average scores (3.8 vs 4.0) than reviews that don’t mention Internet services, suggesting that when the Internet is mentioned in a review, it is normally seen as a drawback to the hotel experience. A deeper look into the data reveals that internet-related reviews seem to most negatively affect the occurrence of 5 star reviews. From our investigation, we can infer that there are fewer five star reviews that mention Internet because people expect perfect Internet service. Since it’s expected, they don’t think to write about it when it’s flawless. But when they don’t have a good Internet experience, they can’t award a hotel five stars.”

Graph about Reviews Mentioning Internet/Wi-Fi

What Your Guests Want

So what’s important when you are considering your hotel Wi-Fi solution?

Speed: Guests want to not only check email and browse the web, but also stream a movie or music and chat with the kids back home via Skype. You may want to check your hotel’s Internet speed (see, for instance, Speedtest) and if it’s low, you can talk with your service provider about ways to improve it.

Signal reliability: You probably don’t want your guests wandering the halls or standing on the balcony trying to catch a signal. Consider walking around with a phone or laptop and check the connection on every floor and all sides of the building. If you find inconsistencies, you can invest in equipment to extend your signal’s range.

Security: You might talk with your provider to ensure you have adequate security. If you can, provide guests with their own password and username. An insecure hotel Wi-Fi network means browsing can be hacked, video calls seen, and financial information compromised.

Service: You may want to make sure two or more staff members are trained to troubleshoot. Consider keeping replacement parts on site so you can immediately replace a malfunctioning component as soon as the support team identifies one. You could also regularly review your support calls to see if there are repeating issues that should be addressed.

† excerpt from Hotel Wi-Fi is a Major Seller article by Leslie Lang

Hotel Internet Services has been a pioneer in the hospitality technology arena since 2003 installing wired and wireless Internet services, including exceptional 24/7 guest service monitoring and support. With over 150K room installations under their belt they understand the importance of creating a WiFi infrastructure on your property that will give your guests the best WiFi experience that they have come to expect.

We Create Strong WiFi connecting for your guests everywhere on your property!