Applied to:
This award recognises a distinctive and strategically designed guest experience that strengthens brand preference, enhances emotional connection and delivers consistent, memorable value across the guest journey. The initiative may be embedded within a loyalty programme or operate independently.
The project:
IHG’s Wi-Fi Auto Connect, launched in 2023, is a pioneering feature aimed at enhancing convenience, security, and guest satisfaction for IHG One Rewards members. Available through the IHG One Rewards mobile app, this innovative technology allows members to automatically connect to Wi-Fi at over 5,000 IHG hotels worldwide without additional logins or passwords.
The initiative leverages Hotspot 2.0 (Passpoint) technology, which ensures secure and seamless connections through WPA2 encryption. Members activate the feature by installing a Wi-Fi profile on their mobile devices via the app. Once enabled, the device automatically connects to the IHG Connect network at any participating hotel, offering a hassle-free and consistent experience.
The program targets IHG One Rewards members and frequent travelers, aiming to improve their connectivity experience while driving app adoption and boosting brand loyalty. By simplifying the connection process, IHG enhances the value of its loyalty program and positions itself as a leader in hospitality technology.
Key objectives include:
With over 3.4 million members already using the feature and 70,000 connecting daily, the impact has been significant. Guests benefit from uninterrupted connectivity, while the feature promotes app engagement and loyalty program participation.
Future plans include personalized push notifications for guests entering IHG hotels, offering tailored information about amenities and services. This initiative underscores IHG’s commitment to leveraging technology for superior guest experiences, setting a new standard in hospitality innovation.
The Hospitality Awards celebrate innovation and excellence and highlight the most creative initiatives in a sector that is constantly and rapidly changing hospitality.
