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article imageSurvey: No free Wi-Fi biggest hotel guest complaint

By Mark Harradine     Feb 16, 2014 in Travel
One of the biggest complaints that hotel guests have is the lack of free Wi-Fi in their rooms. Guests believe that all hotels should offer free Internet connection and think it is more important that many other hotel amenities.
According to a recent survey carried out by the Thistle Hotels Group which asked 2,000 hotel guests what annoyed them about hotels and their service and the lack of complimentary Wi-Fi was third on the list.
The survey revealed that some hotels will charge a fee of around $30 a day with others charging an exorbitant $10 an hour. Access to the Internet, and according to the survey free Internet, is vital in today’s world in order for hotel guests to keep in touch while they are away from home.
By far the biggest complaint in the new survey was rude and unfriendly hotel staff, with a massive 69 percent of guests choosing this. This was followed in second place by rooms not being ready when guests check in, and then in third place the lack of free Wi-Fi. Just over half, 51 percent, of guests complained that free interent connection is a must.
A Thistle Hotels spokesman commented that “It's crazy to think that, in 2014, hotel chains are still charging for Wi-Fi.” Guests even ranked free Wi-Fi higher than a hotel having a swimming pool or being close to attractions and services.
Toni Repetti, a hotel management professor, commented that luxury hotels charge for Wi-Fi because their guests can afford it; and budget hotels don't because their guests are price sensitive.
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