Whether traveling for business or pleasure, hotel guests expectations have changed. Gone are the days when clean sheets and a well-stocked minibar made for a successful stay and a satisfied customer—and when in-room phone charges, pay-per-view TV, and WiFi access could be counted on as reliable revenue streams.

Now, guests want to take a virtual tour of your hotel and reserve a room online. They demand free WiFi with always-on access to the Internet, entertainment, services, and social media. They expect fast, effective responses to their problems and questions. And now that they’re bringing their own cell phones and smartphones, the in-room phone is fast becoming a relic of an earlier era. Today’s hotel guests want more from their stay, and if they aren’t satisfied, they’ll share their disappointment with the world via social media … and choose one of your competitors for their next trip.