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Article published September 22, 2020 in Hotels

Create the Ultimate Hotel Experience Amidst COVID-19

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Holly Worthington
AUTHOR
Editorial board
Holly Worthington
Modern Hospitality
Content Editor
About the author

Holly brings a wealth of experience in both print and digital publishing and is very passionate about the hospitality industry.

Hotels are having to adapt their processes to meet guidelines, as well as looking after the health and wellbeing of staff and guests. This balance can be tricky to find, however with a few simple steps, you can create an enjoyable, hygienic and stress-free environment.

Here are some of the ways you can transform your guest experience:

  1. Have a clear cancellation policy

Amidst current unpredictability, there is the chance that a guest may have to cancel their stay due to COVID-19 symptoms. Having a clear cancellation policy on your website and booking pages enables guests to know exactly where they stand, reducing the number of queries you receive. Be upfront about whether you are happy to move people’s bookings, or if they need to cancel, make it simple.

 

  1. Reconsider rates

There has never been a greater need for flexibility, with uncertainty making it difficult for anybody to commit to future plans. Non-refundable rooms may sell for lower rates, while fully flexible stays could be sold at a premium. Take time to look at your guests’ preferences and revamp your rates if needed.

 

  1. Make space

Adjust spaces wherever possible to maintain social distancing. This could include moving your reception, creating a queueing system or spacing seating further apart. Doing this helps to make people feel more comfortable, as well as increasing the likelihood of returning customers.

 

  1. Explain the experience

Many people are cautious of visiting unfamiliar locations, particularly when they don’t know what to expect. This is why it is so important to give guests an idea of what they will experience before they book. Some hotels are opting for videos that take viewers through every step of the hotel experience, which can be posted on websites and across social media channels. Others are sending welcome packs or information in booking confirmations which talks guests through their stay.

 

  1. Encourage reviews

Promote the fact that reviews are helpful, encouraging guests to share their experiences on social media and sites like TripAdvisor. Positive reviews will encourage others to make a booking, as well as building trust and helping them know what to expect.

 

  1. Adapt welcome packs

We’re all used to seeing tea and coffee when we walk into a room, but this can now be adapted to include the ‘new’ essentials. Consider adding hand sanitiser, a face mask and anti-bacterial hand soap to make guests’ stays even more hassle-free.

  1. Shout about your cleaning

Hygiene is paramount and this should be communicated, Make guests feel at ease by explaining cleaning regimes, as well as the ways you are working to prevent the spread of COVID-19. This could include the use of anti-bacterial cleaning products and deep cleaning of rooms.

 

  1. Make measures visible

Showing that you care about guests’ comfort, safety and enjoyment is vital. Put measures in place to show that you care, whether it’s through any of the above steps or having staff wear disposable gloves. These small changes can make all the difference when it comes to making guests feel relaxed and looked after.

These 8 steps are cost-effective measures that can make an enormous difference to the number of bookings, returning customers and positive reviews.

SHARE THIS POST
Holly Worthington
AUTHOR
Editorial board
Holly Worthington
Modern Hospitality
Content Editor
About the author

Holly brings a wealth of experience in both print and digital publishing and is very passionate about the hospitality industry.

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