online review management

Back to library

Why Wi-Fi is Keeping Hotels from Receiving 5 Star Reviews

Free article

Given the critical importance of Wi-Fi to guests, hospitality decision-makers are keeping a watchful eye on their hotels’ Internet service offerings. However, the effects of poor Internet service on guest satisfaction and consequently on hotels’ online reputation have yet to be thoroughly explored. To better understand the guest perspective, we performed a deep dive into our online review data and analyzed about 53 million English language reviews from multiple review sites and OTAs. A little more than two million reviews explicitly mentioned the terms "internet", "wifi" or "wi-fi."