GUEST INTERNET ACCESS

Best Western Asia GIA Guideline

Revision April 2019

Best Western Operations Asia

operationsasia@bestwestern.com
1. Introduction
Guest Internet Access (GIA) is considered the number one requirement for guests and visitors in our hotels. Guests
need the Internet for their communication (email and voice), entertainment (Streaming Media, Social and gaming),
and information needs. The convergence of technologies and the proliferation of residential Guest Internet Access
have made the Internet the essential service it is today.

Therefore, BW recognizes that being able to access and use the Internet easily influences overall guest satisfaction.

The Guest Internet system comprises of the internet data circuit, hardware, software, and support services needed to
deliver internet access to hotel guests and other users who use their own computers or devices in the guest room,
meeting rooms or public areas.

The chosen vendor must provide all functionality & facilities outlined in this document, in conjunction with all other
relevant BW standards documentation. The purpose of this document is to provide implementation guidance to BW
owners and/or management teams.

Proof of compliance with any standards detailed herein, must be provided by the Guest Internet vendor on request.
Failure to do so could constitute grounds for termination.

This document sets out Global technical standards which must be adhered to in all hotels, in all regions.

Regional Variation

BW has created this document on a Global Level, however it has been identified that some regions and countries
have unique local legislative and/or region/country specific technical requirements that need to be addressed.

These variations do not under any circumstance contradict or overlap with the Global standards, specifically the
Guest experience, but are only to complement and expand on specific regional requirements that are specific to
certain locations.

These requirements may be related to Governmental regulations and/or privacy laws, or may relate to technical
challenges or regional guest requirements.

These requirements only apply to their intended geography and countries and do not form standards for any other
geography or countries.

Please refer to your regional Global Technology partner for details on deployment. These Regional Variations are
categorized in the following manner:

• Maintenance and Support

• Service Level Agreements (SLA’s)
• Network Design and Special Equipment
• Bandwidth Shaping Policies
• Minimum Bandwidth Requirements
• Legislative requirements
• Other

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1.1 How to Use This Document

This document defines the minimum requirements for the implementation of Guest Internet Access
across the BW brands. Unless reference is made to a recommendation, all specifications are
requirements. This document is designed to:

 Ensure that providers have been given clear guidance on how to comply with the standards for
Guest Internet Access for both wired and wireless systems.
 Protect hotel guests and other authorized Users who access the Guest Internet System.

Note: This document does not anticipate every contingency for use.

As used in this document, the capitalized term “User” refers to any authorized individual accessing
the Guest Internet system, such as hotel guests and visitors.

This document contains the following sections:

1. Introduction – Provides an overview of the Guest Internet service.

2. Technical Requirements – Lists the requirements for infrastructure, coverage, bandwidth, bandwidth
management, networking and hardware requirements.

3. Security – Explains the Guest Internet security for port-to-port and private network use.

4. Support & Maintenance Guidance.

1.2 Basic Functionality

Guest Internet system delivered through wired, wireless or both, must be provisioned by a single
system within the property in Guest rooms and public areas (with the exception being meeting rooms).

Guest Internet Access must not cause interference or degradation of other services provided within the
hotel network.

Guest Internet Access must be fully compatible and certified for use on computers and devices using
any Operating System (OS) that supports TCP/IP connectivity.

Guest Internet Access must be fully compatible and certified for use with any guest devices, to grant
access to internet services.

1.3 Launching Guest Internet Access

Before Guests access internet services, the system is required to complete 2 steps to grant that access:
1. Ensure the guest identifies themselves through an authentication process
2. Ensures the guest ‘accepts’ BW’s terms and conditions.

(1) If the “Terms and Conditions of Use of Internet” language is embedded in the Start Page, when
the Web browser is launched, Users must be directed to the Start Page. From the Start Page,
Users must be provided the option to accept the “Terms of Use of Internet.”

(2) If the “Terms and Conditions of Use of Internet” is provided on a separate page, this separate page
must not provide any information other than the BW-approved “Terms of Use of Internet” language,
and such page shall not be considered one of the three steps of the log-in procedure. From this

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separate page, Users must be provided the option to accept the “Terms of Use of Internet.” In either
scenario, Users must accept the “Terms and Conditions of Use of Internet” before continuing the
process of accessing the Internet.

All elements must be optimized based on the browser in use. For laptops or similar devices, a
1024x768 resolution without the need to scroll the Web browser is appropriate. For mobile devices
such as smart phones, tablets and other internet enabled devices, the size and presentation must be
optimized for this environment.

The ‘landing page’ to which the guest is directed after authentication should be as defined in the BW
Standards documentation.

1.4 Plug-and-Play Solution

Guest Internet Access must be a plug-and-play solution, such that Users will not be required:

 Install additional software or software drivers

 Reconfigure the network settings on their devices

Users must be able to obtain Internet access if:

 Device is set to DHCP, or Obtain an IP Address Automatically, or if an IP address is

statically configured.
 Device is set either to obtain DNS settings automatically, or if the DNS setting is
statically configured.
 User has any proxy setting configured in the Web browser. This includes no settings for
proxy.

Changing Settings : It is acceptable to require the User to change settings in order to

connect to network services, such as VPN. For example, to obtain a routable IP address, it
may be necessary for the User to set the device to use DHCP.

1.5 Interface to PMS (Optional)

The Guest Internet Access system can be support a Certified Interface to the PMS for:

 Guest verification

1.6 Access Codes / Passwords

In the event the hotel has no PMS interface in place users in wired and wireless environments
must receive an access code from the hotel registration desk.

Hotels with a GIA PMS interface: The validation for access must be based on family name and
room number enabling the authentication process to be automated.

1.6.1 Non-Guest Users

Non-guest Users must have an access code to access the Internet for any wired or
wireless use, obtained from hotel reception.

1.6.2 Changing Access Codes / Passwords In the absence of a PMS interface, Access
Codes / Passwords must be changed weekly.

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 1.7 Portal Facility

Guest Internet Access must include a portal facility where Users gain Internet access within 2
steps, incorporating:

• Require that the guest identify him/herself through family name and room number
• Accept Terms & Conditions

BW may in the future, choose to host the Welcome page externally to provide a branded portal for the guests.

1.8 Remote Portal Management

The Guest Internet system must be capable of providing Web-based interface for the hotel and/or
vendor to modify portal content. The interface should be secured with access maintained and
controlled by either the hotel or Guest Internet Access vendor.

1.9 Control of Content and Guest Acceptance

BW shall have the right to exercise control over any content displayed or otherwise made
available to Users via the hotel Welcome, Log-in, or Splash pages through any Guest Internet
Access implementation, including but not limited to the authority to require the removal of any
content that promotes non-BW branded hotels outside BW. This includes but is not limited to:

 Inappropriate use of logos

 Registered trademarks
 Illegal activities

For Users to have a consistent experience, properties are required to employ the content and
order (designated by the brand) in accordance with the BW global standards.

2. Technical Requirements
The following sections describe the technical requirements for Guest Internet Access. Because the trends in
connectivity and applications have changed over time, the Guest Internet Access system should be reviewed every
three years to verify it can support the demand. This should include access gateway, routers, switches, wireless
access points, and any other products used for delivery of Guest Internet Access service.

2.1 Wired – CAT6 and Optical Fiber

Please refer to your regional BW cabling standard.

2.2 Wireless Requirements

BW requires the hotel to have 100% wireless coverage for all guest access areas. (Guestrooms,
Public Space, Restaurants, Lounges, fitness, pool, spa and meeting space). A wireless controller is
required to manage the wireless devices in your hotel.

2.2.1 Wireless Protocol Standards

Wireless Access Points (WAPs) deployed must conform to the 802.11 series, which is
currently 802.11n, or subsequent. WAPs must be backwards compatible to 802.11n/ac/ax
standards. Vendor must ensure that all WAPs installed are enterprise grade and do not

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exceed the Equivalent Isotropically Radiated Power (EIRP) regulations for their respective
countries. Please consult your regional BW technology team for advice on the latest
guidance.

2.2.2 Minimum Acceptable Signal Strength

Wireless Internet access must have signal coverage of at least -65 dBm in guest rooms
and public areas

Note: Site surveys are recommended for appropriate signal strength verification and
coverage.

2.2.3 Roaming between Wireless Access Points (WAPs)

For Users who are registered guests at the hotel, Guest Internet Access must be
seamless access between guestrooms and public areas. Session continuity for guest
access is desirable, but it is not a requirement.

2.2.4 Installation of Wireless Access Points (WAPs)

All equipment must be enterprise grade, remotely monitored, remotely managed and
configured. The WAPs are installed such that they are securely mounted and hidden or
concealed from public view (to reduce the possibility of theft, tampering, or damage).

Antennas, if exposed, must conform to the aesthetic requirements of the hotel.

WAPs should be installed in common areas of the hotel with easy access for
maintenance and repairs by the contracted service provider. If common area mounting is
not accessible then Guestroom WAP’s (Enterprise Grade) must be installed.

Internal management of WAP configurations must be password protected and further

secured through a Secure Sockets Layer (SSL) connection. Passwords either must
conform to BW Information Security Department Guidelines or follow industry standards
for setting strong passwords.

WAPs must be implemented using Power over Ethernet (PoE). This will eliminate the
need for additional power requirement at the WAP location.

2.2.5 Wireless Encryption

WAPs must provide an unencrypted signal (unless there is an emergent technology

which allows for an encrypted signal without affecting Guest Connectivity) for maximum
compatibility with User wireless network adaptors. If an encrypted signal is offered for
additional security, it must be offered in addition to the unencrypted signal.

 WEP Keys (Wired Equivalent Privacy) are not permitted

2.2.6 Wireless Broadcast

 Devices must be set to Broadcast the SSID

 The SSID naming conventions (please see HSIA standard guildline)

It is recommended that the wireless network be capable of supporting multiple SSID's

(Service Set Identifiers) to enable use by both guests and staff (back office network). All
wireless access points should be able to support multiple simultaneous networks
(multiple SSIDs) with both unencrypted connections for guests and encrypted
connections for back office networks (if implemented).

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 2.2.7 Wireless Site Survey

The Guest Internet Access provider must provide:

 Documentation showing that the signal coverage (heat maps) conform to the
wireless Guest Internet standards.
 Certification that the wireless deployment conforms to local regulatory
requirements. For example, the wireless signal does not bleed beyond property
boundaries.
 Site surveys must be conducted on site and not remotely based on floor plans.
Awareness of building construction material, space in MDF, IDF, and existing
conduit/cabling access is important to provide an accurate survey and
capital/labour cost estimates.

2.2.8 Compliance with IEEE and ITU

The following table lists the Institute of Electrical and Electronics Engineers (IEEE) and
International Telecommunication Union (ITU) compliance requirements for Ethernet,
DSL, and wireless connectivity.

Technology Requirement
Ehternet IEEE 802.3 series
DSL ITU G.992 series
Wireless IEEE 802.11 series (Minimum 802.11n)

2.3 Location Coverage

Guest Internet Access must be accessible in the following property locations:

 Guest Rooms – Guest Internet Access must be available in all guest rooms. Connections
must be wireless. A hotel may have wired connectivity. These connection standards are in
accordance with mandatory system requirements and brand standards.
 Wired – When required, guest rooms must have at least one Ethernet RJ45 connection.
 Wireless –The property must provide 100% coverage inside the guest rooms.
 Partial coverage within the guestroom for wireless connectivity is not allowed.

 Public Areas –The hotel must provide 100% wireless coverage to public areas (lobby,
restaurant, and other public spaces).
 Guest Internet Access in public areas must support a wireless connection that is
installed in accordance with BW Technical Specifications for Guest Internet Access
requirements.

 Meeting Space – The property must provide wired and wireless access to meeting rooms. In accordance with
BW Technical Specifications for Guest Internet Access requirements, all meeting room wired connections must
be Ethernet based.

The following table summarizes the required coverage by location for Guest Internet Access. See
brand standards for wired guest room connection requirements:

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 Location Media Coverage
Guest Rooms Wireless (Required) 100%
Public Areas Wireless (Required) 100%
Meeting Spaces Wireless (Required) 100%

2.4 Data Circuit Requirements

The property will provide a minimum of one managed synchronous* Data Circuit based on the
following HSIA Standard Guideline.

The hotel will provide enough Public Routable Static IP’s from the Internet Service Provider (ISP)
for use with virtual private network (VPN) access to meet guest satisfaction.

Must be a managed circuit with a minimum 4 hours SLA (Service Level Agreement)

This requirement may be further reviewed based on local market availability of broadband services
(for example, in the case of hotels in rural areas).

Best practice for redundancy is to provide a back-up circuit, in order to avoid a service disruption to
guests.

Bandwidth allocations are defined in regional requirements, but it should be noted that figures
defined in these variations in some cases represents ‘caps’ and in other cases, minimum
requirements, as indicated in the documentation.

Note: These requirements do not incorporate IPTV solutions.

2.4.1 Multi-homing Solution for Aggregated Multiple Broadband Services Hotels that are
not able to obtain a minimum dedicated managed symmetric circuit as defined in section
2.4, please consult your regional technology team for alternatives.

2.5 Bandwidth Management

Hotels should initially request a Multi Router Traffic Grapher (MRTG) report (or equivalent) which
shows total Guest Internet throughput, and on a regular basis (recommended quarterly) should
review same, in order to understand what contention ratio is required.

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 2.5.1 Bandwidth Shaping

Bandwidth shaping must be utilized in order to maximize the utilization of resources in

terms primarily of bandwidth use. In terms of bandwidth shaping policies, these are
defined on a regional basis, and as such are contained within the regional variations.
Bandwidth shaping will be applied by the System Integrator.

2.6 VPN Support

The Guest Internet Access vendor must have full support for VPN client pass through.

2.6.1 Supported VPN Protocols

Guest Internet Access system must support VPN connectivity through leading software
clients, such as common client and firewall software that may be installed on guest
devices. Standards-based VPN connectivity must also be supported, including:

• Microsoft PPTP (Point-to-Point Tunneling Protocol)

• IPSEC (IP Security)
• L2TP (Layer 2 Tunneling Protocol)
• SSL-VPN (Secure Sockets Layer VPN)
• NAT-T (Network Address Translation-Traversal)

To support guest VPN connections, Guest Internet Access must be able to allocate static
IP addresses for use by those VPN connections.

2.6.2 Troubleshooting VPN Connections

Troubleshooting user VPN connections must be provided via the toll-free support line, and
static/public IP addresses must be available where necessary to facilitate user VPN
connections.

2.7 Network Routing

2.7.1 Network Address Translation (NAT)

Guest Internet Access must provide support for Network Address Translation (NAT), an
Internet standard that enables a LAN to use one set of IP addresses for internal traffic and
a second set of addresses for external traffic, providing a type of firewall by hiding internal
IP addresses.

2.7.2 Authentication Gateway / VBN Server

The Authenticating Gateway/Visitor-Based Network (VBN) servers will auto-sense static

IP addresses for VPN access. The server must provide:

 SMTP routing
 Outbound spam control
 Limit users' bandwidth if device supports Bandwidth Management, otherwise
separate Bandwidth Management Device must be used.
 Terms of Use (content and disclaimers) to Users
 Wireless Access Codes / Passwords with time limitations for User access

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  If multiple circuits are used, the gateway can be used as a Multi-homing device to
link circuits. This provides for failover in case of circuit outage, otherwise a
separate Multi-homing device would be required if multiple circuits are required.
 The server must support a certified interface to the Property Management
System (PMS) for “User authentication”

2.7.3 Dynamic Host Configuration Protocol (DHCP) Support

Guest Internet Access must provide support for Dynamic Host Configuration Protocol
(DHCP) using both private and public address space. DHCP is a protocol that:

 Assigns dynamic IP addresses to devices on a network

 Simplifies network administration, because the software keeps track of IP
addresses rather than requiring an administrator to manage the task
 Simplifies the experience for Users so they do not need to reconfigure their
devices as they move from one location to another

2.7.4 Proxy Address Resolution Protocol (ARP) Support

Guest Internet Access must provide support for Proxy Address Resolution Protocol (ARP)
which allows the User to access the Internet with any configured IP address and default
gateway configuration. Proxy ARP accomplishes this by masquerading as the default
gateway.

This feature is important for Users with corporate laptops in which the IP address is
statically configured. Users may not have administrative access to change it.

2.7.5 Protecting Against Denial-of-Service (DoS) Attacks

The Guest Internet Access system must:

 Automatically detect virus attacks on the Guest Internet Access system

 Block the PCs sending out the attack on the network
 Alert technical support

2.7.6 Automatically Redirecting the URL

Guest Internet Access must redirect a User’s initial Web browser request to a specific
URL.

2.7.7 Transparent Web Proxy

Guest Internet Access must transparently redirect Users to a Web proxy; i.e., it must do so
without Users having to manually configure a Web browser proxy setting.

2.8 Flexible Administration Interface

Guest Internet Access must enable or support:

 Different levels of administrative rights to different groups of Users

 Creation of user groups to which a set of administrative privileges can be assigned

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2.9 Hardware Requirements

Equipment in Main Distribution Frame (MDF) or Intermediate Distribution Frame (IDF) rooms must
be rack-mounted.

2.9.1 System Documentation

The Guest Internet Access system documentation must cover the following:

 Detail all proposed equipment (hardware, software, and operating system).

 Provide an estimate of physical space required for each MDF and IDF.
 Recommend an inventory of on-site spares and User device rentals (if
applicable) to expedite repairs and provide service to Users.
 Propose uninterruptible power supplies (UPS) for all Internet included equipment
used for Guest Internet Access. (Routers, Switches, Hubs, Access Points, etc)
 Provide documentation describing all equipment, wired and wireless, used in the
system, including:
o Equipment inventory
o Network diagram
o Device locations
o Device Configurations
o Port mapping
o Connection guides
o Equipment labelling
o Wireless coverage (heat maps)

2.9.2 Disk Redundancy

If the server platform is hard-disk based, it must support Redundant Array of Independent
Disks (RAID).

2.9.3 Power-Supply Redundancy

The Gateway must provide redundant power supplies.

 All power cords do not need to be connected to power outlets or UPS.

2.9.4 Managed Switches

All switches must have the capability to be managed remotely to each individual port with
the following features:

 Simple Network Management Protocol (SNMP) monitoring

 VLAN Support
 Port protection
 Default Manufacturers Passwords may not be used

2.9.5 Regulatory Compliance

All equipment installation must be in accordance with the current regulations of the local
authorities.

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 2.9.6 Reviewing Hardware

Taking advantage of new Internet technologies and applications may necessitate

upgrading system equipment. Therefore, all Guest Internet equipment must be reviewed
every (3) three years. Equipment includes:

 Routers
 Switches
 Servers
 Software
 WAPs
 Wiring infrastructure
 Internet circuit and bandwidth capacity (Yearly)
 UPS’s (Battery Backup’s) (Annually)

3. Security
3.1 Port Security

The Guest Internet Access system must enable port security on all ports in each hotel installation.
This measure prevents Users from viewing the traffic of other Users using the high-speed network
in the hotel. Data traffic to and from each User is kept private and isolated from other Users. This
feature is also known as room-to-room security.The Guest Internet system must include security
providing the following protections:

 Room-to-Room: Users in guest rooms shall not be able to access or to view the
computers, data, or network of other Users in different guest rooms through the Guest
Internet Access network.
 User-to-User: When Users are connected through the same WAP in a Wi-Fi Guest
Internet Access environment, Users shall not be able to access or to view the devices,
data, or network of other Users of that WAP.
 Hotel-to-Room: Hotel staff shall not be able to access or to view the computers, data, or
network of Users in the guest rooms through the Guest Internet Access network.
 Internet-to-Room: Users on the Internet shall not be able to access or to view the
computers, data, or network of other Users in the guest rooms through the Guest Internet
Access network.
 Room-to-Hotel: Users in guest rooms shall not be able to access or to view the
computers, data, or network of the hotel LAN through the Guest Internet Access network.
 Property-to-Property: Users at one property shall not be able to access or to view another
property’s computers, data, or network through the Guest Internet Access network.
 Internet-to-Hotel: Users on the Internet shall not be able to access or to view the
computers, data, or network of the hotel LAN through the Guest Internet Access network.
 Public-Areas-and-Meeting-Rooms-to-Guest-Rooms: Users in public areas or meeting
rooms shall not be able to access or to view the computers, data, or network in guest
rooms through the Guest Internet Access network.
 Meeting-Rooms-to-Meeting-Rooms: Users in one meeting room shall not be able to
access or to view the computers, data, or network of Users in another meeting room
through the Guest Internet Access network.

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3.2 Firewall

The Guest Internet connection to the ISP router must be secured by an enterprise class firewall
which is required to:

 Be remotely managed and supported.

 Be capable of recording access and security logs.
 Be password protected and accessible only via an encrypted connection such as SSL or
Secure Shell (SSH).

3.3 Protecting Equipment

All hardware must be located in secured locations and not visible to the public.Management of all
equipment, including WAPs, must be protected by network Access Control Lists (ACL) and
passwords.

All passwords for equipment must be changed from manufacturers' default.Where Hypertext
Transfer Protocol (HTTP) is used for equipment management and configuration, HTTP sessions
must be secured through Secure Sockets Layer (SSL).

Using Secure Shell (SSH) to provide encrypted and secure remote log-in for equipment
management is recommended but not required.

3.4 VLAN Support

Each guest room and individual switch port must be configured with a separate VLAN to ensure:

 Isolation of network traffic

 Room-to-room security
 The use of a separate isolated management VLAN is recommended.

The hotel Internet access network and guest Internet access must be physically separate. Guest
Internet must support the ability to enable certain ports to do one of the following:

 Be open
 Share information and create a VLAN that allows a small group to share information

3.5 Private Network Capability

Guest Internet must be able to provide private network capability for Users and/or groups of Users
requesting the networking of computer devices within the hotel such that the port-to-port security
function must be disabled.

3.6 Auditing and Logging

As part of the monitoring procedure, the Guest Internet system must have an intrusion detection
system that flags any suspicious attempts to access the Guest Internet system. All remote log-ins
and administrative actions must be logged in the system. Review with hotel any issue detected
within 48 hours of alert.

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 3.7 Remote Access

The Guest Internet system must be able to remotely manage and troubleshoot any problems in the
hotel. To maximize security, the vendor must take measures to ensure that remote access is
permitted only from pre-selected locations.

3.8 Security Gateway Passwords

Guest Internet system gateways must be password protected, and gateway passwords must be
changed monthly.

Passwords1 either must conform to BW Information Security Department Guidelines or follow

industry standards for setting strong passwords. These standards include the following rules:

Passwords must contain at least:

 Ten characters
 One letter (A-Z, a-z)
 One digit (0-9)

If this is compatible with your system, passwords must contain:

 Both uppercase and lowercase letters

 At least one punctuation mark or other special character ( ! @ # $ % ^ & * ( ) )
 Example: AzZpFFWm@2

3.9 PCI and PII Data Privacy

The Guest Internet system and property must adhere to all Government and/or industry laws,
regulations, and standards, including:

 Payment Card Industry-Data Security Standard (PCI-DSS), as may be updated from time
to time
 Related to Personal Identifiable Information (PII)
 When requested, the Guest Internet Access vendor must provide proof of compliance.

4. Support & Maintenance Guidance

4.1 Agreement

The Guest Internet Access vendor must enter into a written agreement with the hotel that covers:

 Description of the Guest Internet services

 Compliance to the standards outlined in this document
 System must be owned by the hotel
 BW recommends that the term of contract be no longer than three years
 The system should be covered by the maintenance contract
 It is recommended that there is provision for guest support through qualified third party, or
hotel staff, as defined in regional variations.

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Guest Internet Access Terms & Definitions
Bandwidth: Size of Circuit, typically measured in Mbps, provided by Telecoms company or Telco or Cable Company
etc. This represents the speed of the Wide Area Network. See ISP below.

Bandwidth Management: Typically implemented by the Guest Internet System. It is the process of measuring and
controlling the communications (called traffic, or packets) on a data network, to avoid filling and overfilling the Guest
Internet Access network. Filling or overfilling the Guest Internet Access network results in network congestion and
poor performance. When network congestion occurs, Users experience slow performance, and the quality of service
deteriorates.

Bandwidth Shaping: Typically implemented by the Guest Internet System. The ability to restrict specific traffic types,
either through limiting available bandwidth, or lowering it’s relative priority

Bandwidth Tiering: The ability for a Guest Internet Access System to be able to provide multiple, different policies to
guests, limited by defined, lower and upper bandwidth caps. For example, providing limited bandwidth up to a cap of
512 Kbps, and a second policy with a higher cap, say 1Mbps.

Broadband: Is a term used to describe WAN connectivity technology.

Contention Ratio: Is the ratio of the potential maximum demand to the actual bandwidth.

Firewall: System designed to prevent unauthorized access to or from an internal private network.

Guest Internet System Gateway: The appliance that controls guest access and experience for connecting to the
Internet.

Internet Service Provider (ISP): – The company that provides the WAN Connectivity to the hotel.

Local Area Network (LAN):- Computer Network covering a small geographic area, like a home, office, Hotel, or
group of buildings. The defining characteristics of LANs, in contrast to wide-area networks (WANs), include their
much higher data-transfer rates, smaller geographic range. Ethernet over unshielded twisted pair cabling (Cat 5 / Cat
6), and WiFi are the two most common technologies currently comprising the LAN.

Service Set Identifier (SSID): – Common Name Given to all Wireless Access Points (WAP) in the same LAN. This is
the name that guests will see when connecting to the Guest Internet System.

Structured cabling: Hotel telecommunications cabling infrastructure that consists of a number of standardized
smaller elements (hence structured) called subsystems.

Router: (or Edge Device) Device typically provided by the ISP, to connect the LAN to the WAN.

Wide Area Network (WAN): WANs are provided by ISPs. WANs are used to connect LANs and other types of
networks together or to the Internet, so that users and computers in one location can communicate with users and
computers in other locations.

Wireless Access Point (WAP): The device that allows guests to connect their WiFi capable devices to the Guest
Internet Access System.

Welcome page: The Welcome page in a Guest Internet Access system, will be the first page the guest accesses on
connection to the property's HSIA solution.

Access page: The Access page in a Guest Internet Access system, would typically advise all guests using the
wireless service that customers are assuming the risks associated with the use of a wireless network. Guests must
accept the terms and conditions before login to the internet.

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Landing page: The Landing page in a Guest Internet Access system, is displayed following the purchase of Guest
Internet access. If used, the guest may be presented with a Landing page containing Corporate (BW) or
property/brand specific information, in accordance with BW standards documentation.

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