One problem is that most large hotel chains work with dozens of Internet service providers, some of them small local operations, leading to an inconsistent service experience for guests. Hoping to rein in this chaos, the Hilton Hotels Corporation is in the process of bringing the management and customer support aspects of its Internet service in-house, through a program called Stay Connected @ Hilton.

John Flack, vice president for hotel broadband services at Hilton, said the program was aimed at making it easier for guests to be connected by offering a consistent sign-up process, ensuring reliable network performance by upgrading equipment and monitoring demand, and handling problems through a help desk run by Hilton staff members.

“We see the need to provide consistent service across all our family of brands,” Mr. Flack said, noting that up to 35 percent of guests use the Internet at Hilton’s full-service hotels, with peaks occurring midweek from 6 p.m. to 11 p.m.