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:
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.
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.
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.
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.
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.
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.