The J.D. Power and Associates 2010 North America Hotel Guest Satisfaction Index Study has been released revealing the top features guests seek when traveling. One of the most critical features is wireless Internet access (Wi-Fi).

According to the J.D. Power and Associates’ study, hotel properties have increased offerings of wireless Internet access during the past several years, with 77 percent of guests in 2010 indicating they have used Wi-Fi rather than cable Internet connections in their guest room, compared with 55 percent in 2007. The offering of complimentary Internet access varies by segment, with properties in the luxury and upscale segments being less likely to offer it, compared with mid-scale limited service and extended stay properties.

“Trending indicates that guests are starting to expect wireless Internet access in their hotel rooms,” said Mark Schwartz, director of the global hospitality and travel practice at J.D. Power and Associates. “In today’s digitally connected world, being able to use mobile devices or computers without interruption is considered a comfort of home that should extend to the hotel experience.”

In fact, a recent survey of 2000 travelers by American Express found that 77 per cent of Americans intend to stay connected while on vacation via Internet, phone, social media and other channels. The motivation is social, not business. Only 14 percent said they would stay connected for work.

"For many travelers, figuring out how to stay connected is as integral to the travel process as packing sun lotion and swimwear," said Amelie Hurst of travel website TripAdvisor.

By providing Wi-Fi to your guests and owners you make it easier for them to upload photos and videos of your resort. They can quickly start advertising for you on Facebook, Twitter and other social channels. Access also makes them feel more at home and less restricted.

Another good reason to provide Wi-Fi is to keep your guest at your timeshare resort rather than encouraging them to leave and make purchases elsewhere. If they need to get on the Web, why not let them do it from your pool where they can purchase food and beverages rather than at the local bakery?  While most resorts offer Internet connectivity in an owner’s lounge or in the lobby, why not give your owners and guests the freedom to connect anywhere on the property?

Wi-Fi service is a wonderful added feature for your timeshare resort. If this is something you are offering you may want to consider registering your resort on the WiFi Hot Spot Directory, a massive global list that is constantly adding providers. The site currently features over 30,000 hot spots including 15,885 in Europe, 10,773 in North America (of which 9,665 are in the US), 2,585 in Asia and 333 in Australia.

Understanding the need for WiFi access within your resort is the first step. In future posts to our blog, SPI Timeshare Software will share some ideas for maximizing your return on investment when offering Wi-Fi availability in your resort’s public areas. So follow SPI Timeshare Software tweets and blog and ‘like’ us on Facebook.

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