How can you create a positive guest experience during a hotel crisis?

1 Communicate clearly

The first thing you need to do in a hotel crisis is to communicate clearly and frequently with your guests. Inform them about the nature and extent of the crisis, the actions you are taking to resolve it, and the safety measures you are following. Use multiple channels, such as email, text, phone, social media, and signage, to reach your guests and update them regularly. Be honest, transparent, and empathetic in your messages, and avoid making promises you cannot keep.

2 Prioritize safety

The second thing you need to do in a hotel crisis is to prioritize the safety of your guests and staff. Follow the guidelines and protocols of the relevant authorities, such as the local government, the health department, or the emergency services. Provide your guests with the necessary resources, such as masks, sanitizers, water, food, or medical assistance, depending on the type of crisis. Train your staff on how to handle emergency situations, such as evacuations, lockdowns, or fire drills, and assign them specific roles and responsibilities.

3 Offer flexibility

The third thing you need to do in a hotel crisis is to offer flexibility to your guests. Understand that some of them may want to cancel, modify, or extend their bookings, depending on the situation. Be lenient with your cancellation and refund policies, and waive any fees or penalties that may apply. If possible, offer your guests alternative options, such as vouchers, credits, or relocations, to accommodate their needs and preferences.

4 Provide comfort

The fourth thing you need to do in a hotel crisis is to provide comfort to your guests. Make them feel welcome, valued, and cared for, even in the midst of chaos. Show your appreciation and gratitude for their loyalty and trust, and apologize for any inconvenience or discomfort they may experience. Offer them some perks or incentives, such as free upgrades, complimentary meals, or discounts, to enhance their stay and satisfaction. Create a positive atmosphere in your hotel, by playing soothing music, lighting candles, or displaying flowers.

5 Solicit feedback

The fifth thing you need to do in a hotel crisis is to solicit feedback from your guests. Ask them how they feel about your response and service during the crisis, and what you can do to improve. Use surveys, reviews, or conversations to collect their opinions and suggestions. Listen to their complaints and compliments, and acknowledge their concerns and praises. Use their feedback to learn from your mistakes and successes, and to improve your future performance and preparedness.

6 Recover quickly

The sixth thing you need to do in a hotel crisis is to recover quickly from the impact and aftermath. Restore your normal operations and service levels as soon as possible, and ensure that your hotel is safe, clean, and functional. Reassure your guests and staff that you have taken the necessary steps to prevent or mitigate any recurrence of the crisis. Evaluate your crisis management plan and strategies, and identify any gaps or weaknesses that need to be addressed. Celebrate your achievements and resilience, and thank your guests and staff for their support and cooperation.