The Radisson Plaza Hotel at Kalamazoo Center has upgraded its propertywide and in-room guest Wi-Fi services from Hotel Internet Services. The downtown Kalamazoo, Mich.-based property initiated the project in an effort to enhance its internet infrastructure, based on sliding guest satisfaction scores and a rise in connectivity complaints.
With an aging internet infrastructure still utilizing hallway access points to transmit Wi-Fi signals to guest devices, Radisson Plaza Hotel at Kalamazoo staff became all too familiar with common complaint issues, such as slow speeds and problems with connectivity. Recognizing the importance of free and reliable Wi-Fi to today's guests when considering their booking options, hotel leadership identified the need to implement a solution that could consistently meet these expectations, while ensuring that any troubleshooting issues that do arise are able to be resolved quickly and with minimal impact to satisfaction.
The property was able to effortlessly upgrade to a much more reliable in-room AP solution, with minimal disturbance to guests or staff. Taking just under two weeks to complete the process, HIS finalized the project with zero guest complaints, despite the property being at full capacity. HIS also had to address several infrastructural challenges during the implementation, such as the need to convert existing cabling into internet and power sources for the in-room APs.
"For us, the fact that you are always able to speak to a human when you call for any issue at any time, is as important as the solution itself in maintaining guest satisfaction,” said Randy James, technology services provider at the Radisson Plaza Hotel at Kalamazoo. “Thanks to their quick responsiveness and flexibility in resolving any concern, we have in fact seen a dramatic rise in guest Wi-Fi scores, with the Medallia customer experience tracking platform currently showing a high-speed internet score of 9.05 for instance."