Description of Service:
Each one of Welk's resorts offers wireless internet service to owners and guests. This service allows the guest to browse the internet on their personal laptops, tablets and mobile phones. Gaming consoles can also be connected if the guest happened to bring one during their stay.
Welk has invested in all the infrastructure necessary to provide great wireless internet coverage to all properties but on occasion, some owners and guests may have a challenge connected their particular device. When such a challenge happens, Welk partners with an outside company (Hotel Internet Services) to provide around the clock troubleshooting service for owners and guests.
Dedicated HIS Technical Support helpline for WELK guests to call is 877.401.9936.
Alternate HIS Technical Support helpline for guests to call is 877.254.4571 option 2.
Generally Applies to:
Owners and guests located at any resort have access to this service, provided they have a valid email address listed on their reservation in TSW.
How to Request Service:
Guests access resort WiFi through a landing page which appears on their device when trying to connect. The landing page asks for their email address which must match the email address listed in TimeShareWare on their reservation. If the address they put into the landing page does not match, they will not be able to proceed with internet access and should contact the resort's front desk to verify the email address on file.
Additional guest challenges should be reported to Hotel Internet Services via phone at (877) 401-9936 where they resolve challenges around the clock. Guests should be directed to call this number themselves, when they have the challenged device available and in front of them to troubleshoot.
Larger challenges observed by team members should be submitted through a ticket. Click the "Submit Form" button at the bottom of this page to report challenges.
Team Member Responsibilities:
Hotel Internet Services is the first point of contact for individual guest challenges. Team members should direct guests to (877) 401-9936 so that they can be assisted quickly. If there is a larger challenge, please submit a ticket, providing all fields required by the form. Doing so will result in quicker turnaround times.
General Turnaround Time:
Hotel Internet Services will answer guest phone calls within minutes of the guest calling. If there is a larger challenge going on, requiring intervention by Welk's IT department, we are typically able to resolve within 24 hours.
None at this time.