Case Study: InterContinental Mark Hopkins achieves consistent VoIP quality and reliable high-density Wi-Fi with RUCKUS Networks

The Mark Hopkins Makes the Right Call on Voice, Solving Nagging Connectivity Issues with Smarter Wi-Fi

The InterContinental Mark Hopkins, a historic 19‑story luxury hotel in San Francisco with 380 rooms and 350+ staff, struggled to support a Vocera VoIP push‑to‑talk system because its thick metal‑lathe and concrete walls blocked Wi‑Fi and existing high‑gain APs increased interference. The result was dropped calls, roaming failures, clicks and jitter that caused staff to stop using the badges, so the hotel needed a high‑density, centrally managed Wi‑Fi solution that could mitigate interference and restore reliable voice performance.

The hotel replaced its legacy APs with 38 Ruckus ZoneFlex 2942 Smart APs and a ZoneDirector 3050 controller. The Ruckus directional antenna arrays and automatic interference rejection focused RF where needed and reduced co‑channel overlap, while central management improved roaming. Outcomes included stabilized Vocera voice quality (eliminating clicks, pops and most dropped calls), reduced jitter/delay, stronger, more reliable Wi‑Fi in meeting rooms and renewed staff adoption of the voice system.

InterContinental Mark Hopkins

Robert Cantrell

IT Director