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Guest Support - this is information that can / should be provided to guests. |
Guest Support
Guests needing technical support should call 1.866.278.8386. This is GuestTek's dedicated 24/7/365 guest support number where guests can choose English, French, Spanish or other languages.
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| If resolution is not achieved, and escalation is required, hotel staff are asked to use the information provided below (Please do not give any of the information below to guests.) |
Escalation - Hotel Staff Technical Support
| Escalation Path | Who To Contact? | When To Escalate? |
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| Step 1 | GuestTek Global Service Center 1.866.278.8386 For GuestTek Press hidden Option “6” for direct access to HSIA Hotel Staff Tier 2 Support Press hidden Option “7” for direct access to FTG/VOD Hotel Staff Tier 2 Support | To resolve any network or video performance issues including, but not limited to: ✓ Multiple guest rooms out of service ✓ Network failure causing rooms to be offline ✓ Channels down/experiencing issues ✓ Movies/TV unavailable ✓ Conference down |
| Step 2 | On Duty Support Lead 1.866.278.8386 hidden Option “9” | Escalate any incidents not meeting immediate needs after going through Step 1. Support Leads are 24/7 Supervisors ensuring your incident is tended to timely and effectively. |
| Step 3 | Manager Global Services- North America Pawel Tomaszewski: (Desk) 866.509.1010 ext 1134 (Mobile) +48.696.817.427 | If required, escalate to: Director, Support Services-Americas Parham Bayat: (Mobile) 403.561.3109 |
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