Why Wi-Fi is still the #1 guest complaint in 2025 – and how hotels can fix it
Guests now treat Wi-Fi like running water: they expect it to be available instantly, everywhere on the property, and capable of supporting multiple devices at once. Yet in 2025, unreliable Wi-Fi continues to top the list of hotel guest complaints. Slow speeds, dead zones, and dropped connections don’t just frustrate travelers—they disrupt check-ins, block streaming, and can quickly damage a hotel’s reputation.
This article explores why hotel Wi-Fi continues to fall short, how poor connectivity impacts operations, and practical strategies to fix it. We’ll also explain why partnering with Siemlus, an IHG Connect official partner, is the smart choice for reliable, future-ready Wi-Fi solutions.
The scale of the problem
Hotel Wi-Fi isn’t failing because guests are using it less—quite the opposite. Travelers arrive with smartphones, laptops, tablets, streaming sticks, and other connected devices, all of which require seamless internet access. Business guests rely on video conferencing and digital collaboration tools, while families expect uninterrupted streaming and connectivity for entertainment. Even modern in-room amenities—like smart TVs, IoT devices, and digital keys—depend on stable Wi-Fi.
Many hotels, however, continue to operate on outdated infrastructure. Access points are too few, coverage is inconsistent, and bandwidth cannot handle peak usage. This mismatch between guest expectations and actual performance has real consequences.
The data is clear:
Over 80% of hotel guests have experienced poor Wi-Fi in the past 12 months.
Nearly one-third of negative hotel reviews cite connectivity issues, ranging from slow speeds to total outages.
92% of traveler’s expect fast, reliable Wi-Fi as a standard feature—not a luxury add-on.
This gap between expectation and delivery is why Wi-Fi consistently ranks as the number one guest complaint and why addressing it has become an urgent priority for hoteliers.
How poor Wi-Fi disrupts hotel operations
A weak network doesn’t just frustrate guests—it affects every layer of hotel operations. Connectivity underpins front-desk check-ins, in-room entertainment, messaging platforms, staff collaboration, and even point-of-sale systems.
When Wi-Fi falters, the consequences are immediate: mobile check-in systems stall, smart TVs and streaming platforms buffer, and guest messaging tools fail to load. Staff productivity drops as property management systems slow down, payments are delayed, and housekeeping updates fail to sync in real time. Even conference and event spaces—which are critical revenue drivers—can lose bookings when clients experience connectivity issues.
These operational slowdowns ripple outward. Guests leave with negative impressions, online reviews suffer, and future bookings may be lost. What starts as a “tech issue” quickly becomes a business issue, impacting revenue, reputation, and staff efficiency.
The case for upgrading
Exceptional Wi-Fi is no longer an added perk—it’s a core part of a hotel’s brand promise. When guests arrive, their first interactions often depend on connectivity, whether for checking in digitally, streaming entertainment, or making video calls. Hotels that upgrade their networks see tangible benefits: fewer complaints, higher satisfaction scores, stronger reviews, and more repeat bookings. Staff efficiency improves as well, because operational systems function seamlessly.
A successful upgrade goes beyond simply increasing bandwidth. Hotels must consider: coverage mapping to eliminate dead zones, high-density access points capable of handling multiple devices simultaneously, robust security to protect guest and operational data, and network management tools to maintain performance during peak usage. Future-proofing is equally important, ensuring the network can adapt to growing device density and emerging technologies such as Wi-Fi 7 and IoT-enabled rooms.
By investing thoughtfully, hotels don’t just meet current expectations—they position themselves as forward-thinking, guest-centric properties prepared for the future of hospitality.
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Want to attend the Independent Hotel Show London 2025 and tackle your hotel’s Wi-Fi headaches? Register for free today and speak with a member of our expert team in person HERE
Why choose Siemlus for Wi-Fi support
Reliable, high-speed Wi-Fi is one of the most critical aspects of modern guest satisfaction. In today’s era, connectivity is not just desired—it’s expected. Upgrading your hotel’s Wi-Fi network can set your property apart from the competition, but selecting the right partner for this crucial task is essential.
“Choosing Siemlus for your hotel’s Wi-Fi upgrade means partnering with a company that understands the importance of connectivity in the hospitality industry.”
As an IHG Connect official partner, Siemlus brings extensive expertise and years of experience delivering top-tier Wi-Fi solutions to the hospitality sector. We understand the unique challenges hotels face when providing fast, reliable internet to a large number of guests simultaneously, while also supporting in-room devices, operational systems, and staff tools.
When you partner with Siemlus, you benefit from:
Tailored network design that aligns with your property’s layout, guest demographics, and operational goals.
24/7/365 proactive monitoring and support from our team of in-house specialists.
Future-proof infrastructure that scales with technology and evolving guest expectations.
At Siemlus, we know that every hotel is unique. We don’t believe in one-size-fits-all solutions. Instead, we assess your specific needs and design a network tailored to your property—whether it’s a sprawling resort or a high-rise urban hotel. Our goal is to ensure every corner of your property receives reliable coverage.
Our commitment doesn’t end with installation. We provide comprehensive support services, including routine maintenance, upgrades, troubleshooting, and technical assistance, so your Wi-Fi network continues to perform at its best. Our proactive approach often resolves issues before they impact your guests, allowing your team to focus on delivering exceptional hospitality.
“We’ve worked with a wide range of hotel brands, from boutique establishments to large chains, and have consistently delivered solutions that exceed expectations.”
Technology is always evolving, and so are guest expectations. That’s why Siemlus ensures your Wi-Fi investment is future-proof. Our scalable solutions allow you to expand and upgrade your network as new technologies emerge and your property grows—saving time, reducing costs, and keeping your hotel at the forefront of digital innovation.
Ready to transform your hotel’s Wi-Fi experience? Partner with Siemlus to enhance guest satisfaction, boost bookings, improve operational efficiency, gain a competitive edge, and future-proof your property with our expert solutions.
Turning connectivity into a competitive edge
In today’s market, Wi-Fi is no longer just an amenity—it’s a differentiator. Guests remember smooth digital check-ins, uninterrupted streaming, and reliable video calls. When hotels get it right, they build trust, loyalty, and repeat business. Conversely, poor connectivity can overshadow even the best physical amenities and service, as negative reviews amplify online.
Investing in a robust, well-managed Wi-Fi network doesn’t just resolve complaints—it becomes a selling point that enhances your brand, supports operational efficiency, and drives revenue growth.
Transform your hotel’s Wi-Fi and enhance guest satisfaction
Ready to eliminate Wi-Fi complaints and deliver a seamless connectivity experience for your guests? Siemlus provides tailored, high-performance Wi-Fi solutions designed for hotels of all sizes—ensuring fast, reliable, and secure networks where it matters most.
Email us: hello@siemlus.com
Call our team: +44 (0)330 016 1920
Visit us at the Independent Hotel Show 2025, Stand 1042, to speak with our experts in person and explore how Siemlus can future-proof your property, streamline operations, and elevate the guest experience.
