45% savings. 99.9% uptime. Zero guest complaints.
Boulder Falls Inn is a premium Best Western property where guest satisfaction drives everything. But the property was running on a legacy PBX phone system with mounting maintenance costs and an internet connection that couldn't reliably support modern guest expectations — streaming, video calls, and mobile check-in all competed for the same limited bandwidth. Outages during peak occupancy weren't just inconvenient; they translated directly into negative reviews and lost future bookings. Each failure cost more than the telecom bill itself.
A historic lodge in a rural Oregon community has exactly one real carrier option for business-grade internet — and that carrier knew it. The incumbent had been renewing Best Western on the same circuit for years, raising prices incrementally and offering no meaningful SLA improvement. Monopoly pricing. Without options, the property accepted whatever terms and rates came back.
Guest Wi-Fi and POS systems shared the same circuit with no traffic prioritization. Peak summer weekends — when the lodge operates at 100% occupancy and guest expectations are highest — were also when the network was most stressed. Streaming requests from 80+ guests competing with credit card processing for the same bandwidth. The property couldn't deliver the guest experience the brand promised.
ITG assessed the property's full connectivity and communications stack, then designed a bundled solution: a cloud-based UCaaS platform to replace the aging PBX, paired with a redundant SD-WAN configuration that bonded two independent internet circuits for automatic failover. ITG negotiated both the UCaaS and connectivity contracts as a package, leveraging combined spend to secure pricing the property couldn't have achieved negotiating each service independently.
The 45% first-year savings didn't just reduce a line item in the annual budget — it freed up cash to go back into the guest experience. Money that was going to an incumbent carrier with no incentive to innovate went toward amenities, maintenance, and service improvements that guests actually notice. For a hospitality business, the peace of mind matters too. Peak season no longer means crossing fingers and hoping the network holds. Automatic failover means the lodge delivers reliability that matches the reputation.
Monthly telecom spend dropped 45%. The property now operates on 99.9% uptime with automatic failover — guests and staff experience seamless connectivity even when a primary circuit fails, because the SD-WAN switches in milliseconds. Negative reviews about connectivity have disappeared. The front desk runs cleaner, the conference facilities book fuller, and management sleeps better knowing the system has a backup before a problem can become a crisis.
A 45% first-year cost reduction in a hospitality property translates directly to operational flexibility. Some of that went into the failover circuit itself. The rest went toward things that improve the guest experience and the bottom line. For a historic property competing on service and experience, reliable connectivity is table stakes. Being able to guarantee it — even during peak season — is a competitive advantage.
"Our previous system going down during a full house was a nightmare. Now when our primary circuit has an issue, the backup kicks in before anyone notices. That reliability has been transformative for us."
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