SITUATION

Due to an outdated communications infrastructure and inefficient public and guestroom Wi-Fi access, the Grand Hyatt Kauai’s guest satisfaction ratings were dropping.

Although one of Hyatt’s showcase resort properties, the Grand Hyatt Kauai Resort & Spa was struggling with low guest satisfaction scores in its high-speed Internet service. The property’s outdated frame relay and microwave system was constantly going down during heavy rainstorms, requiring numerous resources— including helicopter service—and up to two weeks to fix problems. In addition, Wi-Fi service in guest rooms was slow, inconsistent and unreliable, especially during high occupancy periods like the holiday season.

SOLUTION

Working with a new service provider and using Zebra technology, the Grand Hyatt Kauai successfully completed the upgrade before the 2012 holiday season.

The Grand Hyatt Kauai worked with island-based systems integrator Pacific DirectConnect, a company highly experienced in the use of Zebra’s leading edge wireless technology. The team installed a high-speed wireless network using Zebra indoor Access Points (APs) and three-port wall plates in guestrooms, outdoor APs for property-wide roaming and an RF Switch (RFS) controller for consistent, reliable coverage everywhere on the resort. The system enables the resort to communicate with Wi-Fi-enabled devices, and the Hyatt corporate platform.

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