Covid-19, Hospitality in Crisis

Covid-19 has impacted the travel and hospitality industry in a big way. Hotels must respond to guests' concerns; otherwise, they will lose the goodwill and reputation they have worked hard to achieve.

Communication plays a vital role in broadcasting news and information whilst, at the same time, engaging guests about their health and safety concerns. Your booking and cancellation policy must help guests feel that they will not be left out of pocket if Covid restrictions forbid them from travelling.

Use all communication channels, including your website, email, social media and chat, to show guests what you are doing to ensure their safety when staying at your hotel. Choose your language carefully, project confidence and be transparent and responsible. One of the best ways to preserve the goodwill of guests is to be flexible with booking cancellations and amendments. Be prepared to offer a full refund instead of simply amending a booking if the guest cannot re-arrange their stay. Cash flow will suffer; however, you should get that business back over time.