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
Escalation - Hotel Staff Technical Support
| Escalation Path | Who 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 |
| 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
There is no content with the specified labels