You can’t read a trade magazine or website these days without someone complaining about internet service in hotels. Hotel Chatter has a great article on hotel WiFi. I think several of the interviewees made great points regarding the reasons as to why their internet is complimentary.

Most hotels are run with Telecommunications as a revenue center. This is a concept that has not kept up with technology. With the wide spread use of cell phones, the pricy in-room communications services have, unsurprisingly become less popular. As such, hotels have turned to internet to bolster the profits in this area.

But is this revenue stream worth aggravating guests? I would argue the answer is no. In the Hotel Chatter article mentioned above, I think Thompson Hotels presented a great approach to the issue of WiFi. Thompson have folded this function into their Rooms Division as they see it as a “rooms expense” and as a welcome guest amenity. Other hotels that do WiFi well include Holiday Inn, Omni (for members of that chain’s loyalty program) and the Maritime.

There is one additional issue regarding in-room internet that has yet to be addressed. Many couples or families travel with more than one laptop (my wife and I can’t be the only ones!). I left my first comment card at a Westin recently to complain about this. Not only does Westin charge for the internet service in the room (first mistake), the service is provided by cable only (second mistake), and once one computer has logged in, you have to pay again for a second computer! (third mistake).

All brands not offering free internet (and Westin is sadly one of many) should visit any of the properties mentioned in the Hotel Chatter article for some advice on how to re-think what amenities are really important to guests. Its not just about the doorman or the shoe shine kit in the cupboard anymore, most people’s lifestyles require internet access whether for work, travel, finding a restaurant or just a little surfing.

Free internet is such a hot issue for me personally (and many others) that it does make the difference between choosing a hotel or not. The Thompson Hotel is among those properties that have honed in on this fact; now it’s high time the rest of the industry did as well.