Why Consistent EV Charging Availability Matters for Hotel Guests
The Impact of EV Charging Reliability on Hotel Guest Satisfaction
Electric vehicle charging stations have quietly become the hospitality industry’s most powerful booking tool. When travelers search for EV charging on Hilton’s website, they’re more likely to complete their reservation than those filtering for pools, free breakfast, or even Wi-Fi. This shift represents more than a trend—it signals a fundamental change in guest expectations and hotel competitiveness.
Hotels that invest in EV charging infrastructure face a critical challenge: keeping those stations operational. With roughly one-fifth of public charging stations non-functional at any given time, the difference between a working charger and a broken one can determine guest satisfaction, repeat bookings, and revenue growth.
The stakes are higher than many hotel operators realize. EV-driving guests don’t just prefer hotels with charging, they actively avoid those without it. Understanding why reliable EV charging matters and how to achieve it has become essential for hotels serious about capturing this growing market segment.
The EV Charging Boom Reshaping Hotel Bookings
Guest demand for EV charging has reached a tipping point. A JD Power study revealed that nearly one in five hotel guests want EV charging stations, despite electric vehicles representing only a small fraction of total vehicles on the road today.
The numbers become even more compelling when focusing specifically on EV drivers. Approximately 82% prefer hotels with charging stations, while 50% make their accommodation choice based entirely on charging availability. This level of influence on booking decisions rivals traditional amenities that hotels have invested in for decades.
Multiple hospitality industry sources now compare EV charging to in-room Wi-Fi, once considered a luxury amenity, now viewed as a baseline expectation. Google search trends support this shift, with terms like “EV charging at Hilton hotels” becoming top converters for hotel stays.
Electric vehicle charging stations have become the highest-converting feature on Hilton.com, according to Hilton’s global head of sustainability, Jean Garris Hand. “We have EV charging stations in over 1,800 of our hotels across the globe, and it’s the number one highest conversion amenity on Hilton.com,” Garris Hand said in an interview with Skift. “What that means is that when guests search and find an EV charging station, they’re likely to book a room.”
Leading Hotel Brands Accelerate EV Infrastructure
Major hotel chains have recognized this demand shift and responded with aggressive expansion plans. Hilton leads the charge, pursuing what it calls the largest EV charging network in hospitality. The company plans to install up to 20,000 Tesla Universal Wall Connectors across 2,000 properties in North America by 2025, with each hotel featuring at least six chargers compatible with all major EVs.
Marriott has partnered with EV Connect to offer chargers at approximately 6,000 hotels across North America and beyond, spanning brands from luxury to midscale. Globally, Marriott estimates over 7,000 chargers, positioning itself as a major player in hotel EV infrastructure.
Other major players have joined the race. Best Western teamed up with Tesla in late 2023 to install Universal Wall Connectors at North American locations. Radisson now offers free guest charging in the U.S. while expanding with 300+ PowerGo chargers across European hotels. Hyatt features both Level 2 and faster Level 3 charging options at many properties, with some locations offering valet charging services.
The Hidden Challenge: Keeping Chargers Operational
Despite this rapid expansion, hotels face a significant operational challenge. Roughly 20% of public EV charging stations are not working at any given time, meaning drivers arrive at charging points that are out of order or unable to complete charging sessions.
The gap between reported and actual performance tells a troubling story. While charging networks often claim 95-98% uptime, independent field studies show actual availability closer to 73-84%. A large-scale study of over 20,000 chargers found real-life uptime of just 73.7%, while providers reported 84.6%.
For hotels, this reliability gap creates serious problems. Guests who arrive expecting to charge their vehicles overnight may find themselves stranded with insufficient range to reach their destination. The resulting negative reviews, complaints, and lost repeat business can quickly offset the competitive advantages that EV charging was supposed to provide.
Connectivity: The Root Cause of Charging Failures
More than half of unsuccessful EV charging sessions, or approximately 55%, are caused by connectivity-related failures. These issues include chargers losing connection to their network, modems going offline, poor cellular signals, or communication breakdowns with cloud platforms.
Connectivity failures surpass hardware problems as the leading cause of charger downtime. The remaining charging failures stem from internal station faults (approximately 38%) such as faulty cables, software glitches, or power infrastructure problems, with other causes like vandalism or weather accounting for the remainder.
This connectivity dependence exists because most public chargers rely on mobile or internet connections to validate payments, send usage data, and initiate charging sessions. Even minor network disruptions can render an otherwise functional charger completely unusable for guests.
The Business Case for Reliable EV Charging
Hotels that provide reliable EV charging gain several competitive advantages. Early adopters stand out in a crowded market, with luxury chains reporting up to 90% of properties offering charging stations while the overall U.S. total remains closer to 30%.
Guest satisfaction and loyalty improve significantly when charging works as expected. Convenience and sustainability initiatives keep EV-driving guests happy, often improving return rates and online reviews. Hotels also benefit from direct revenue through usage fees or indirect revenue by keeping guests on property longer.
The marketing benefits extend beyond individual stays. Hotels listed on EV charging apps and travel platforms gain visibility among travelers actively searching for charging capabilities. This exposure can drive bookings from the fastest-growing segment of the travel market.
Modern Solutions for Maximum Uptime
Advanced connectivity solutions are emerging to address the reliability challenges plaguing EV charging infrastructure. Network orchestration technology represents a significant improvement over traditional connectivity approaches, offering several key advantages for hotel operators.
Unlike conventional SIM cards, network orchestration enables chargers to connect to any global cellular network over-the-air. When one network experiences issues or an outage, chargers can automatically switch to the next best carrier, ensuring uninterrupted operation. This redundancy dramatically reduces the connectivity failures that cause most charging station downtime.
Enhanced reliability comes from the ability to dynamically switch between telecommunications providers. Hotels no longer need to depend on a single network that might have coverage gaps or experience outages in their specific location. Multiple backup options ensure guests can always access charging when needed.
The management benefits are equally important. Solutions like TEAL’s Network Orchestration Service (NOS) eliminates the complexity of managing multiple SIM cards or contracts with different network providers. Hotel operators can deploy charging stations faster and manage connectivity remotely, saving both time and operational resources.
TEAL’s Network Orchestration Service
TEAL’s Network Orchestration Service (NOS) represents the next generation of EV charging connectivity. By providing always-on, multi-network connectivity, TEAL ensures charging stations operate seamlessly even in remote or challenging environments.
The service offers on-demand access to networks in 196 countries, ensuring chargers remain online regardless of location. This global reach is particularly valuable for hotel chains operating across multiple markets with varying telecommunications infrastructure quality.
Simplified management becomes possible through one streamlined solution for global connectivity, eliminating the administrative burden of managing multiple providers. Hotels can activate chargers remotely over-the-air without lengthy setup processes or site surveys, accelerating deployment timelines.
The ultimate beneficiary is the guest. By keeping charging stations consistently operational, solutions like TEAL’s help reduce range anxiety and build trust in EV systems, accelerating overall EV adoption while protecting hotel investments in charging infrastructure. Ultimately, the end result is guest satisfaction.
Building Trust Through Reliability
The transition to electric vehicles represents one of the most significant changes in transportation since the automobile’s invention. Hotels have an opportunity to lead this transformation by providing the reliable charging infrastructure that travelers need.
Success requires more than simply installing charging stations. Hotels must ensure those chargers work consistently, providing the seamless experience that guests expect from other hotel amenities. The brands that prioritize reliability alongside availability will capture the loyalty of EV drivers and position themselves for long-term success.
As the EV market continues expanding, reliable charging will separate industry leaders from those struggling to keep pace. Hotels that invest in robust connectivity solutions today will enjoy competitive advantages that compound over time, building guest loyalty and driving revenue growth in an increasingly electric future.
Find out how TEAL can help to ensure that your EV charging stations are always operational.
