With the renovations at the Williamsburg Inn complete (late April 2017) the service provider in use is GuestTek for guest wifi.  Below is information we have been provided for guest support.  After that, you will find an escalation path for hotel staff technical support (not intended for guests).  The original PDF is attached for convenience.

Intended Audience

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.


Escalation - Hotel Staff Technical Support

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 PathWho To Contact?When To Escalate?
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


It is important you retain your Incident # as this will be used throughout the escalation process.
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


This information was taken from the PDF embedded below.  It is current as of the date on that document (20 March 2017).
Support Escalation Document Independent.pdf



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