The following is an article by K. Parson on WiFi for hotels, published a few months ago on the Wireless LAN Professionals website.
The article is quite technical, so we’ve translated it into French for better understanding.
The tone is deliberately polemical.
What’s more, it’s aimed at an American audience, with its own laws and rules of practice.
These are not necessarily applicable in Switzerland or Europe.
We may not entirely agree with him, but in this analysis Mr. Parson asks good questions and makes good recommendations.
Enjoy your reading.
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Hotel Wi-Fi rules
We’ve all had very bad experiences with WiFi connections in hotels.
Your travel guide says “Free WiFi” and you end up with a very poor wireless connection.
But WiFi in hotels doesn’t have to be a frustrating experience… if you follow a few rules, any hotel can offer its visitors a very good WiFi experience.
These rules will ensure that your visitors get exactly what they need in the vast majority of cases… fast, easy-to-use (and free) WiFi.
Obviously, this is a general opinion.
Some hotels will have to opt for other solutions, depending on their specific needs.
Eona, a French company founded in 2003 and now a major player in IPTV solutions, offers a complete range of IP, telephony, internet, cloud and content management solutions for the hotel industry.
1. Your customers’ expectations
The main reason for a hotel to offer WiFi to its guests is that it has become a necessity in the hospitality industry.
Not just to attract new guests, but to keep them coming back.
WiFi has to live up to their expectations.
So when you read this article, remember to ask yourself “What do my customers want?”, as this should be the driving force behind any WiFi-related decisions you make.
The other rules can be dealt with in a more random order, as long as this first rule is respected.
2. The difference between doing what’s right and doing what’s easy
This may seem obvious, but it needs to be stressed again, and you need to ask yourself WHY you want to offer public WiFi to your guests.
Then you need to design a WLAN that matches your expectations and those of your guests.
So do the right thing, not necessarily the easy thing.
3. WiFi channel plan
We’ve all seen disastrous hotel WiFi where every adjacent AP (Access Point) is on the next available channel.
Walking down the corridor, you’d reach channel 1, then 2, then 3 and so on.
This obviously causes a lot of ACI (Adjacent Channel Interference) and greatly reduces network throughput.
So it’s important to use an appropriate WiFi channel plan.
In most countries, a 1, 6 and 11 plan will work just fine.
Some countries will be able to implement a 4-channel plan such as 1, 5, 9 and 13, but you need to be aware that if a channel 6 and/or 11 exists, the risk of ACI will need to be controlled.
4. 2.4GHz vs 5GHz
We all know that there are still some devices that aren’t 5GHz compatible.
But fortunately they’re on the wane, as the 2.4GHz band is in the throes of obsolescence.
In fact, it is overloaded with other equipment such as microwaves, Bluetooth devices, cell phones, cameras and so on.
All these devices can use this frequency without hierarchy or priority, and do so abundantly.
The 2.4 GHz band is saturated and very difficult to work with, but necessary nonetheless.
On the other hand, many frequencies are available in the 5GHz band.
This is a very good thing, because we want more and more access with controlled, limited coverage around our Access Points: something 5GHz does much better than 2.4GHz.
5. 20MHz channel width
In 2.4GHz, your only choice is to use the 20MHz channel, but in 5GHz several options are available.
These include using the 40MHz channel, or more… use ONLY 20MHz.
For several excellent reasons:
- Firstly, you’ll be able to obtain more transmission power by using a smaller channel, thus offering a stronger RSSI (Received Signal Strength Indication) signal to your visitors’ devices.
This will enable higher data rates and more efficient connection times. - Secondly, since many devices can’t use 40MHz channels, a lot of your RF (Radio Frequency) could be wasted.
- And finally, you’ll have less risk of 5GHz co-channel interference, as you’ll have access to a wider choice of 20MHz channels.
6. Use all DFS (Dynamic Frequency Selection) channels
There has been much debate about the use of DFS channels.
Indeed, not so long ago, not all client devices could pick up all DFS channels.
So, if your WLAN design was limited and had no overlap system, you could have gaps in coverage for some of your devices.
This can be compensated for by a design with primary and secondary coverage, with dual 5GHz radio coverage.
What’s more, most devices have fewer and fewer problems picking up DFS channels.
7. Turn off low Data Rate
In WiFi, it’s widely advisable to turn off the Data Rate for 1, 2, 5.5 and 11Mbps, which will automatically prevent all devices supporting only 802.11b from connecting, which is a good thing.
I seriously doubt that anyone who can afford a night at the hotel is still using B devices. You don’t want them on your network anyway, they cause havoc and slow down all the other devices, not to mention the fact that they require protection mechanisms that destroy your active Data Rate.
What’s more, when it comes to the slower OFDM (Orthogonal frequency-division multiplexing) rates, we’ve been able to experiment with good results by switching off the 6Mbps and 12Mbps and activating only 18Mbps and above.
We even changed some sites to a minimum of 24Mbps and achieved even better results.
However, you need to be careful and measure before and after each change to minimize errors.
The more devices you have communicating at a faster data rate, the greater your total network capacity will be.
8. SNR (Signal-to-noise ratio) more important than RSSI (Received Signal Strength Indication)
As I said in a previous rule, having just one RSSI is not enough.
The way 802.11 works is more based on SNR, i.e., the difference between the received signal and the ambient noise.
The higher the SNR, the higher the data rate.
We’d like every device to connect and use the best possible Data Rate.
This way, each device raises and lowers the radio frequency and uses less network.
If SNR drops and interference rises, the customer’s device will receive an error or timeout, forcing it to communicate at a lower Data Rate.
Our aim should be to generate as few errors as possible, and as little connection time as possible.
This means fewer Access Points… which is counter-intuitive, it’s true, but that’s how it works.
9. SoHo (Small Office / Home Office) Vs professional equipment
Of course, your first instinct will probably be to buy the cheapest possible equipment.
But we still believe that you should use professional equipment and NOT SoHo equipment.
This may seem obvious, but many people want to ignore the fact that manufacturers really do use different components that work more or less well for this or that target.
In the industry, the term CoGs (Cost of Goods Sold) is used a lot.
Often, this cost is of the order of 1/6th or 1/8th of the price of the equipment.
So if the price of your equipment is Fr. 1’200.-, the CoGs would be Fr. 200.-.
If you now think of SoHo equipment costing around Fr. 120… their CoGs would be Fr. 20… from manufacture… it’s worth thinking about.
There’s a huge difference between the capacity (RAM, CPU, antennas…) of SoHo and professional equipment.
This affects the end result even more today, as we increasingly load our wireless networks.
SoHo equipment is made and tested for its intended market, i.e. a home with a handful of WiFi devices.
If that’s where you want to use your WiFi, then yes, use SoHo equipment.
But a hotel is not a suitable environment and requires higher quality standards.
The fact that “it works anyway” is not a good excuse.
10. Access Point location
Just like other equipment placed in your premises (smoke detectors, evacuation signals…) wireless Access Points work best with the least possible RF attenuation, or reflectors between the AP and the client device.
Positioning APs above false ceilings is generally a very bad idea.
Installing Access Points between ducts makes the radio frequency much weaker for your visitors’ devices.
This will result in a higher bandwidth error rate and reduced network capacity.
Which goes back to point 2, choosing to do what’s right vs. what’s easy.
I can’t imagine a building inspector allowing all the sprinklers to be hidden in the ceiling, so why would placing the APs there be a good idea?
11. Captive portal
Nobody likes a captive portal.
You know that thing that pops up on your browser, asking you to read something, click on something, provide personal information… before you can access the Internet.
Maybe they were created by people who wanted to control everything for everyone.
Or maybe they became popular because lawyers wanted to be paid to write the Terms and Conditions of service… But they are NOT mandatory.
Maybe for some policies they’re recommended.
But since nobody likes them, why keep them?
If multinationals like Disney have removed all Captive Portals from their public WiFi (and of course they have a whole staff of lawyers), why do your lawyers still think Captive Portals are necessary?
Maybe you live in a country where politicians have passed laws thinking that harvesting a few extra bits of information from a captive portal will save your society from crime and terrorism.
Well, sorry for you.
But for the rest of us, a captive portal is a waste of time.
If we go back to the first rule: what does my customer want?
They want the same kind of experience they have at home.
When a customer returns to Disney, WiFi simply works on their device, it’s recognized.
Simple, clear… The device connects exactly as at home.
Why can’t hotel WiFi work this way?
Of course they can!
12. Time-Out
One of the by-products of the Captive Portal is the “time-out”.
After logging on to a Captive Portal, a counter starts up, and after an arbitrary amount of time, WiFi stops working.
Most of the time, without warning.
The customer’s computer is suddenly no longer connected, forcing the customer to go through several maneuvers to figure out why it’s no longer working.
Perhaps even calling technical support.
Only to find that all he has to do is close the browser and reopen it, and the Captive Portal will reappear.
How stupid.
The hotel makes no money, and protects nothing.
It’s only going to inconvenience the guest, with nothing in return for you.
Disable Time-Out once and for all.
13. Use the building to choose your AP placement
One of the most difficult things about WLAN design is enabling frequency reuse, the ability to reuse a channel in multiple locations.
The more you can reuse a frequency, the more network capacity you’ll have – that’s your goal.
This objective should prevent you from placing APs in the corridor, because when you use Omni Antennas in the corridor, the signal goes directly into the hall and can easily interfere with other channels from other APs.
Instead, you can use the rooms themselves, as well as the bathrooms and corridor walls, to keep the radio frequencies separate.
By placing APs in rooms, RF signals will have an easier time moving from room to room, and bathrooms near the hallway can help block signals that interfere with other APs.
Remember, the aim is not to do this easily, but to do it WELL.
Corridor placements are an easy solution, but they give you much poorer results.
Why don’t hotels put their fire extinguishers in the corridor?
For the same reason!
You want the water in the room to put out the fire in the room.
Why don’t hotels put their fire alarms in the corridor?
For the same reason!
You want to detect fire in the room, not in the corridor.
Why do you want to put APs in the room?
Because that’s where the customers are.
Not to mention reduced interference, lower error rates and higher data rates for your visitors.
14. Allow VPNs
It’s an easy rule: allow VPNs on your WiFi network and don’t charge extra for it.
It doesn’t cost you more, and it keeps your customers safer.
15. Enough DHCP(Dynamic Host Configuration Protocol) addresses
Nothing is worse than having a connection to the hotel WiFi and suddenly receiving the APIPA (Automatic Private Internet Protocol Addressing) address 169.x.x.x and no longer being able to access the Internet.
This is only a failure due to the fact that your range is insufficient to reach your DHCP group.
Correct it.
16. Backhaul
We present the obvious, but most of the time, WiFi in a hotel is good.
The complaint from guests is that they are in a grouping of 250 users, all sharing the same hotel internet connection.
In our society, watching Netflix or YouTube is a normal expectation for a hotel guest.
Simply take the 3Mbps of a Netflix stream and multiply it by the number of rooms in your establishment.
Then double it.
You can never have too much bandwidth.
And you’re thinking “But it’s expensive!” that’s true.
But it’s also expensive to provide your customers with an elevator.
It’s also expensive to clean your customers’ rooms every day.
It’s also expensive to place employees at the front desk of your hotel.
It’s part of your job to meet your customers’ expectations.
Don’t be stingy, provide the WiFi they need.
17. Why limit your bandwidth?
This rule is closely related to the previous one.
You have to give your customers what they want.
They do NOT want to be limited.
Then don’t.
That’s rule no. 1.
The price of a slightly higher backhaul will easily be offset by fewer customer complaints.
18. More AP does not mean more power
Adding more APs without frequency reuse will actually reduce your throughput.
The number of APs you can have in your premises is based on the good locations you’ve chosen (remember, not in the corridor!).
Good design will be very important in acquiring the maximum capacity you can have.
Not to mention the fact that you could also save money by buying only the APs you need to have the most power.
Spend a little more money on a clean WiFi design and you’ll save a lot more to pay for it.
Not just on APs, but also on switches, cabling and installation costs.
19. Antennas
Who’s afraid of pointing antennas in the wrong direction?
Most people only focus on linking APs with omnidirectional antennas.
Don’t think that omnidirectional antennas are your only option.
There’s a huge variety of antenna choices available to suit your specific needs.
Yes, these antennas cost a little more, but you’ll actually need less AP, and you’ll get better results when you target where you want your RF to go.
20. Your statistics don’t need to be intrusive
You can get information about the number of people connected to your network, or the type of devices used by your customers, directly from your WNMS (Wireless Network Management System).
You don’t need a captive portal to analyze this information.
Many people see statistics as just as intrusive as personal information.
Try getting the data you need to run your Wireless LAN directly from the WLAN.
You don’t need additional information that your customers don’t want to give you.
21. Check your DNS(Domain Name System)
There are possible options for increasing your DNS, perhaps even directly with your ISP (Internet service provider), who could add enough power to help your guests get the best possible experience with your hotel’s WiFi.
22. Confirm your WLAN
After installation, and before offering WLAN to your visitors, you need to validate that the network meets your criteria.
This requires a survey and statistical analysis of your network data to verify not only primary and secondary coverage, but also the data rate.
