ABOUT INTERCONTINENTAL HANOI WESTLAKE
Opened in 2007, the InterContinental Hanoi Westlake (ICHW) provides luxurious
accommodations with 318 spacious guestrooms, five restaurants and bars, an open-
air pool, fitness center, meeting center and exclusive lounge. Situated on the shores of
beautiful West Lake in Hanoi, Vietnam, the ICHW is in close proximity to the city’s Old Quarter
– and caters to business and leisure travelers alike. The property is managed by InterContinental
Hotels Group (IHG).
PRESTIGIOUS INTERCONTINENTAL HANOI WESTLAKE HOTEL ENHANCES GUEST INTERNET EXPERIENCE WITH NOMADIX
“Thanks to the Nomadix gateway,
we have not only increased the quality
of our guest internet access but can now
offer a range of features with minimal effort
from our IT staff. The new gateway has
increased our staff’s productivity and
led to greater guest satisfaction.”
– Thanh Nguyen Quang, IT Manager,
InterContinental Hanoi Westlake
ICHW had been using an outdated gateway to manage guest Wi-Fi access – this led to a number of issues. First and
foremost, the outdated gateway was not reliable, frequently resulting in a slow connection or even a complete drop in
service. Attempts by ICHW staff to rectify these issues were met with poor customer service by the existing gateway
manufacturer and lengthy delays.
The old gateway also lacked functionality – for instance, it’s inability to customize the log-in process for different categories
of guests or different locations within the hotel. ICHW needed an upgraded access gateway to improve reliability and offer
additional features – with the overall goal of creating a better internet experience for its guests.
SOLUTION ICHW sought a gateway that would easily integrate with its existing technology systems – including its PMS, OPERA,
and the AAA (authentication, authorization and accounting) software from local internet service provider NetNam. ICHW
selected the Nomadix gateway, which seamlessly connected with both OPERA and NetNam’s software. The new gateway
enabled ICHW to customize the internet log-in process for its guests as well as collect and manage data such as guest
name, room number, amount of time spent on the Wi-Fi network, and location within the hotel. These insights gave the
hotel’s IT staff the tools they needed to better support guests.
The Nomadix gateway also provided ICHW with the ability to segment internet access into two types: free, with guests
needing just one click for two hours of access – and log-in, with guests required to enter information such as name,
room number or password to gain access. ICHW could further categorize bandwidth allocation and usage based on guest
classification, with VIP guests receiving the most options, followed by IHG Reward Club members then standard guests.
The system was also able to automatically customize the internet access options if a guest changed status, for example, if
a guest became an IHG Rewards member.
Strong monitoring and bandwidth allocation features were enabled to track the usage, record log-in history and manage
IMPROVED RELIABILITY AND CUSTOMER SATISFACTION - With the Nomadix gateway in place, ICHW saw vast improvement in
the reliability of its guest internet service, including a stable connection and faster speeds. This improvement in quality led to an
increase in the overall satisfaction of guests during their stay at the hotel.
A CUSTOMIZED EXPERIENCE - The functionality inherent in the Nomadix gateway gave ICHW the ability to customize the log-in
and payment process, providing guests with various options based on loyalty status, number of days, speed of bandwidth, and
so on. This customized experience enabled guests to choose an internet access option that best fit their needs during their stay.
RETURN ON INVESTMENT - With bandwidth management features built in to the Nomadix gateway, ICHW could optimize its
existing bandwidth usage without having to purchase additional bandwidth. The hotel’s IT department was able to easily manage
the network with very little effort and time. And the easy payment feature provided ICHW with an additional stream of revenue.
MOVING FORWARD - The results have been so positive with the Nomadix gateway that ICHW plans to upgrade to the newest Nomadix
gateway, in the future. Nomadix will offer an even greater level of bandwidth control at even faster speeds than its predecessors,
which will enable ICHW to continue to provide the highest quality of internet access possible to its guests.
ABOUT NOMADIX Nomadix’s commitment to high-speed internet access and bandwidth management technologies is exemplified by its
family of internet access gateways and deep-packet inspection appliances. The company’s internet gateways can support
the deployment of networks with up to 8,000 simultaneous mobile devices. Its Alloc8 – X Series can support up to 10GB
of data throughput. With Nomadix, properties can effectively allocate bandwidth and optimally manage and monetize its
network access to provide a world-class internet experience for its guests. For more information, visit www.nomadix.com.
30851 Agoura Road, Suite 102, Agoura Hills, CA 91301 USA | +1 800 NOMADIX | nomadix.com
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