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Case Study: Intercontinental Hotels Group

Creating a digital hotel

Intercontinental Hotels Group (IHG) uses technology to create a superior guest experience. They partnered with Cisco to enhance their guests’ Internet experience and build a solid technology foundation for its more than 5,000 hotels worldwide.


  • The biggest source of guest dissatisfaction is Wi-Fi access and a lack of hotel services
  • IHG had more than 100 Internet service providers, each with its own onboarding experience
  • Lack of visibility and control of hotel networks created an inconsistent guest experience


IHG implemented one central technology platform, IHG Connect, which includes:

  • Meraki Complete Stack with access points, switches and firewalls, provides fast, reliable and secure guest Wi-Fi
  • Cisco DNA Spaces supports authentication and personalization, property management systems, location services, guest engagement


  • Guest satisfaction has improved by more than 10%
  • A better guest technology experience is boosting loyalty program membership
  • Streamlining the guest login process is increasing guest Internet subscription rates and results in more visibility for advertising

Intercontinental Hotels Group

Industry: Hospitality
Location: Global, headquarters United Kingdom
Size: 350,000 employees

Made up of 12 hotel chains with more than 5,000 hotels in 100 countries

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