Operating in a world with COVID19 is a test for all the accommodation industry and it means having to adapt as things change and new information becomes available. It is initially unsettling for everyone, including guests, but there are basic steps that properties can take that will be the same for the foreseeable future.
The key word of these times is SAFETY. Your customers will expect it and your business needs to show it takes safety seriously. If you have not done so already, conduct a Risk Assessment of your busines using the guidance issued by your government and make sure your customers know what you are doing at your property. This is the starting point for every business anywhere. There are lots of examples and templates out there (see below) also some images that you can make use of.
We all know that communication is the key to reassuring customers and securing bookings (see earlier blog with essential tips here) and that has proved to be the case in those countries that have opened up already.
Chabanettes Hotel & Spa in France shared this feedback with our Facebook group recently
‘I put a Covid 19 statement on my website almost 2 months ago. It remains my most popular sub-page. And it works. It’s a statement, like all the other big chains, which shows that we acknowledge risks, and have put reasonable steps in to place to reduce these risks. Not eliminate, we can never say that. But it portrays a seriousness that is clearly sufficient for our clientele to convince them to book. Our new booking volumes are now on a par with previous years’
There are lots of great examples of webpages that are both clear and reassuring to guests so do have a look around and then ensure yours is relevant to your guests.
Being able to offer flexibility will help you appeal to some of the more nervous customers. Many of you have already displayed huge levels of flexibility in helping guests move bookings. Looking forward there’s the opportunity to introduce more relaxed cancellation policies, changing traditional minimum stays and nimble pricing. Some have also gone as far as reducing the number of rooms on offer/guests on site to phase in the return to business and offering new customised breakfast arrangements. Consider what is appropriate for your business and guests and what’s needed to attract bookings.
With strict quarantine rules in place for overseas visitors in many countries, businesses who have previously relied on inbound customers will need to modify their marketing to focus on the domestic market….a market that may well be only an hour away from your property. These are potential guests that are concerned about travelling long distances from home but are keen to enjoy some hospitality again!
It is at least comforting to know that literally the whole world is in the same situation, and there’s an understanding that we will all need to adapt as things evolve. It is impossible to say for how long things will continue like this and although we hope they continue to improve we must also be prepared for things to tighten up with little notice.
At freetobook we can see the activity levels increasing both in general system readiness and booking levels. We’ll continue to support and advise where we can as we all navigate our way through this. Stay Safe.
A collection of useful Links which may help (there are many more so please share on our facebook group if you are a freetobook customer)
Freetobook Facebook Users Group
UK Hospitality Guidance for Hospitality in Scotland
Bed and Breakfast Association
PASC (Professional Association of Self-Caterers) Guidelines
UK Government Advice
HSE Risk Assessment
Centre for Disease Control USA
Vacation Rental Management Association Cleaning Advice