While carriers have continued to market new services aggressively they have quietly scaled back their behind the scenes support. Less people and less knowledge equal less expense which allows them to survive. The result has been much longer drawn out troubleshooting and billing issues that take extended billing periods to resolve. Contracts don’t allow hotels to properly recoup the lost revenue or labor involved to make things right.
The only tool a hotel can use is redundancy. Data redundancy can be implemented for a small cost and gives the hotel guest and or admin continuous service while troubleshooting or repairing the issue. It also takes the leverage a carrier uses to force payment in a billing dispute. Given the importance of internet to guest service scores, redundancy is something every hotel should consider.