24/7 Guest Support & Monitoring
Guests call us. Your front desk keeps checking people in.
Connectivity questions are among the most common calls a front desk takes, and they arrive at 11 p.m. from a guest who has a presentation at 8. WiredStay takes the call. Guests reach our U.S.-based support team directly, 24 hours a day, 365 days a year, while our network operations center monitors every access point, switch, and circuit at the property.
Direct guest support
The number on the welcome page and in the room reaches WiredStay. Our support team resolves login problems, device issues, and speed questions on the first contact in most cases and escalates to our engineers when the network needs attention. Guests can also reach us by text or chat from the welcome page.
Proactive monitoring
Every access point, switch, gateway, and circuit at every property reports to our network operations center. We see a failed device, a saturated link, or a carrier outage as it happens, open the ticket ourselves, and coordinate with the carrier or dispatch a technician, usually before a guest notices.
Reporting for owners and brands
Owners, management companies, and general managers receive uptime, usage, and ticket reports by property and by portfolio, with the speed and coverage records that brand reviews ask for. A management portal shows the status of every property in one view.
A single accountable team
Because WiredStay designs, installs, monitors, and supports the network, there is no handoff between a cabling contractor, a carrier, and a help desk. The team that answers the phone can see the network and change it.
What is included
24/7 Guest Support & Monitoring: what we provide
Guest help desk
Phone, text, and chat support for guests, around the clock.
Staff support line
A separate line for the front desk, engineering, and conference services.
Network operations center
Continuous monitoring of every device and circuit.
Technician dispatch
On-site service when a problem needs hands.
Management portal
Property status, tickets, and reports for your team.
Portfolio reporting
Uptime and usage by property and by portfolio.
Questions
Common questions
Who do guests call with a Wi-Fi problem?
WiredStay. Our support number is on the welcome page and in the room, and our team answers 24 hours a day.
How quickly are failures fixed?
Most are detected by our monitoring before they are reported, and a technician is dispatched when a device cannot be restored remotely.
Related services
Often paired with this service
Managed Guest Wi-Fi
Property-wide guest Wi-Fi that meets brand standards, logs guests in by room and name, and is monitored and supported by WiredStay around the clock.
Learn moreBranded Portal & PMS Integration
A branded welcome page that logs guests in by room and name, recognizes loyalty members, and sells upgrades, tied directly to your property management system.
Learn moreBrand Standards & Compliance
Networks designed, documented, and tested to the connectivity standards of the major hotel brands, ready for inspection and property improvement plans.
Learn more