Blogging, Customer Loyalty, Executive Management, Free Internet, Free WiFi, hotels, Internet, Management Practices, Millennium Hotel, Minneapolis, Minnesota, New Business World, Public Image, Public Relations, Publicity, Re-Imagine!, Social Media, Social Networking, Tom Peters, Value-added, WiFi
This week I spent a couple of nights in the Millennium Hotel in downtown Minneapolis, Minnesota, USA. Now this is a good hotel and it has everything you would expect for the business traveler. The rooms are clean and reasonably updated. The staff is pleasant. It has a restaurant and a bar (although it struck me that maybe both were afterthoughts in the lobby design.) It has a pool on a fitness room (I didn’t go to hunt for them, but I’m assured that they exist.) It has a television with a selection of stations and optional pay-for-movies.
They have everything you might expect, save one item. Free WiFi/Internet. To access the Internet in the Millennium Hotel in Minneapolis you must add $10 (okay, $9.95) to the daily room rate.
This means one of two things. Either they decided to contract out their Internet service and they are getting some kind of kickback, or they have a bean-counter in their organization that has said to management, “Hey, we can boost our room rate by $10 if we charge for the Internet!”
It doesn’t matter why they charge for Internet service because what it says to me is simply, “We would prefer that you go elsewhere for Internet service.” In my case, I go to Starbucks where I can get online for free…and buy my tea with my extra $10…and then, rather than go back to the hotel to eat I find a place near Starbucks. Is that what they want their guests to do? Apparently.
Next month I will be going back to Minneapolis and I will find my hotel on Priceline.com. That may land me back in the Millennium Hotel and once more I will go outside the hotel to connect to the world…and spend my money. I wonder if they have a clue? I seriously doubt it.
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