The upcoming PSTN shutdown is driving hotels to modernize outdated phone systems while maintaining compliance with evolving emergency-calling regulations. Upgrading to a modern VoIP solution can replace aging infrastructure, enhance safety, and ensure full compliance.
A hotel guest picks up the room phone at 2 AM and there's an emergency. They dial 911 and the call connects, but the dispatcher can't determine which room, which floor, or even which building on the property the call originated from.
This scenario played out too many times before Congress acted, and now you face strict requirements for how your hotel phone system handles emergency calls. The rules aren't suggestions but carry legal weight and potential liability that can impact your entire operation.
You're also dealing with another challenge where the telephone network you've relied on for decades is disappearing. The Public Switched Telephone Network shutdown means those copper lines won't work much longer, and you need a new system that must work seamlessly while meeting federal compliance standards.
You might think your phone system already handles 911 calls just fine since guests can dial out and emergency services answer, but what's the problem?
The problem is precision, and Kari's Law, named after a woman who died because hotel phone systems delayed her daughter's 911 call. It requires direct dialing with no more forcing guests to dial "9" or another prefix to reach an outside line first. Every second counts during emergencies, and Ray Baum's Act goes further by requiring you to transmit a "dispatchable location" with every 911 call.
That means emergency responders need to know the exact room number, floor, and building, whereas generic address information won't cut it. If your property has multiple buildings, wings, or complex layouts, this gets technical quickly, and many hotels assume their current system handles this automatically when it doesn't.
Older PBX systems and analog phone infrastructure weren't built with these requirements in mind, so you're not just replacing old equipment because it's outdated but because it can't meet current legal standards.
Let's break down what you need to know, as these aren't vague guidelines but federal mandates that apply to nearly all multi-line telephone systems.
You must enable direct 911 dialing from every phone on your property, and guests shouldn't need to press "9" or "8" before dialing 911 since the call must go through immediately. Your system must also send a notification to a central location like your front desk or security office whenever someone dials 911, which ensures your staff can respond quickly to help the guest and guide emergency personnel to the right location.
Your phone system must transmit dispatchable location information with each 911 call, and for hotels this means the specific room number and any other details needed to locate the caller. A dispatcher receiving the call should see "Room 342, Building B" rather than just your hotel's street address, and this requirement applies to all outbound 911 calls whether from guest rooms, staff areas, or public spaces.
Enhanced 911 builds on these foundations by automatically providing location data and callback information to emergency dispatchers, and your system routes the call to the correct local Public Safety Answering Point based on your location. It also maintains accurate address records in the E911 database, and if your property spans multiple addresses or jurisdictions, you need proper routing logic built into your phone system.
You need a migration plan that prioritizes both compliance and continuity, and here's how to approach the transition.
Document every phone on your property and count guest room phones, lobby phones, pool phones, and back-office extensions. Map out your current system's capabilities and limitations while identifying which emergency notification procedures you have in place today, as this baseline helps you understand what needs to change.
Modern VoIP systems run over your internet connection instead of dedicated phone lines, and they cost less to operate while scaling easily when you add rooms or expand your property. You pay a predictable monthly fee rather than juggling equipment maintenance, line rental, and per-minute charges, and the system updates remotely so you always have current features without replacing hardware.
Look for platforms that integrate with your property management system, because when a guest checks in, their information flows to the phone system automatically. When they dial 911, the system knows exactly where they're calling from, and this integration eliminates manual updates while reducing the chance of errors.
You can't afford downtime during your migration, so smart providers stage the transition in phases. They might start with back-office phones or a single floor before moving to guest rooms, and they schedule work during low-occupancy periods while testing thoroughly before deactivating your old system.
Some hotels run both systems in parallel for a brief period, which gives your staff time to learn the new platform while maintaining a safety net. Once everyone feels comfortable and all features work correctly, you complete the switch without disrupting guest services or operations.
Hotels across Florida and beyond are working with specialized providers who understand hospitality communication needs, and these companies don't just sell phone systems but build compliance-ready infrastructure tailored to how hotels actually operate.
They handle the technical details that keep you compliant, as their platforms automatically append dispatchable location data to 911 calls. They enable direct emergency dialing without prefixes and send instant notifications to your front desk when someone dials 911, while they maintain the E911 database records that emergency services rely on.
You get 24/7 support from teams who understand your industry, and when you have an issue at midnight on a Saturday, someone answers. They don't just read from a script but know how hotel phone systems work and can troubleshoot quickly, which matters when guest safety is on the line.
These providers also think beyond basic compliance and offer features that improve your operations: call analytics that show peak volume times, integration with guest service platforms, and mobile apps that let staff take calls from anywhere on property.
The investment often pays for itself through reduced maintenance costs alone, as you're not calling a technician to fix physical equipment or paying for expensive line repairs. You're not replacing handsets that failed, and the system lives in the cloud while updating automatically.
You're making a change either way since the PSTN shutdown forces your hand, and you might as well choose a solution that solves multiple problems at once.
Compliance protects you from liability and potential fines, while modern VoIP technology reduces your operational costs. Integration with your existing systems improves efficiency, and reliable support means fewer headaches when issues arise.
You don't need to become a telecommunications expert but need to partner with providers who already are. They assess your property, design the right system, migrate you smoothly, and support you afterward throughout the entire lifecycle of your communication infrastructure.
The question isn't whether to upgrade but whether to do it proactively on your timeline or reactively when your current system fails. One approach gives you control while the other creates crisis situations that impact your guests and your bottom line.
Your guests trust you to keep them safe, your staff needs reliable communication tools, and your business requires predictable costs and legal compliance. The right phone system delivers all three while positioning your property for long-term operational success.
You face potential fines from the FCC and significant liability risks if a guest cannot reach emergency services properly, and non-compliance can result in civil penalties. In worst-case scenarios, criminal charges may apply if someone is harmed due to inadequate emergency calling capabilities, and beyond legal consequences, you risk serious damage to your hotel's reputation if an incident occurs and investigators discover your phone system didn't meet federal standards.
Partial upgrades rarely work well for compliance purposes since you need consistent emergency calling capabilities across your entire property, from guest rooms to public spaces. A patchwork approach creates gaps where some phones meet regulations while others don't, leaving you partially compliant and still legally vulnerable. The cost savings from a partial upgrade typically disappear when you factor in the complexity of managing two different systems and the eventual need to complete the transition anyway.
Migration timelines vary based on your property size, but most hotels complete the transition in two to four weeks. Smaller properties with fewer than 100 rooms might finish in under a week, whereas larger resorts with multiple buildings and hundreds of rooms need more time for thorough testing and staff training. The actual installation happens in phases to avoid disrupting your guests, with most work scheduled during off-peak hours or low-occupancy periods that minimize operational impact.
You want providers who specialize in hospitality communication rather than generic business phone companies. Look for vendors with experience in hotel-specific requirements like PMS integration, multi-building configurations, and 24/7 support availability. The right VoIP provider will conduct a thorough assessment of your property before proposing a solution, ensuring the system they recommend actually fits your operational needs and budget constraints.
