Case Study: InterContinental Hotels Group achieves seamless global guest Wi‑Fi and double‑digit guest satisfaction gains with Cisco Meraki

Intercontinental Hotels Group - Customer Case Study

InterContinental Hotels Group (IHG) needed to deliver a seamless, reliable Wi‑Fi experience across more than 5,000 hotels in 100+ countries to meet rising guest expectations and support mobile services and personalization. To address this, IHG partnered with Cisco Meraki, standardizing on a cloud-based platform and deploying the Meraki Complete Stack (access points, switches and firewalls) alongside the IHG Connect solution and EMSP integrations.

Cisco Meraki implemented a global Cloud Wi‑Fi platform with centralized visibility, real‑time monitoring, heat mapping and authentication/personalization tied to IHG’s loyalty and CRM systems. As a result, IHG gained consistent control of the guest experience, reduced service provider support by 30%, saw unprecedented double‑digit increases in guest satisfaction, and is projecting a 10% loyalty lift plus roughly $5 million in savings in both data center operating and ISP costs.

InterContinental Hotels Group

Jeff Eckard

VP of Global Hospitality Technology