Coronavirus Survey Results: Impact on Hotels

Revinate and Sherri Kimes, a globally recognized expert in revenue management, share the results of her recent survey on the impact of coronavirus on hoteliers and discuss how they can respond.

11:00 AM PST

11:00 AM CET

ON DEMAND

Thur, March 19th

Guest communication is crucial to your success, especially today. As anyone who works at a hotel knows, there’s a lot going on even on a good day. So, to help you during the current crisis, we’ve put together some ready-to-use templates to help you communicate with your guests and ease their concerns about their safety, as well as a few pre-baked offers you can use to drive business.

1. Prearrival Email Detailing Your Steps of Cleanliness and Hygiene
Subject line: You’re in good hands with [hotel name]

Preview text: What we’re doing to keep you safe.

Dear [First name],

I wanted to personally reach out to address the current situation with the coronavirus.

As we all continue to adjust our behavior, I wanted to put your mind at ease and advise you of the additional health and safety measures we’re taking to help keep our guests and employees safe:

All Housekeeping staff service and clean/sanitize guestrooms each day.
All “high-touch” areas are now being treated with additional disinfectant/sanitizer on a daily basis (public door handles, etc).
Hand sanitizer is available in the common areas for your use.
Travel-sized bottles of hand sanitizer are available in each room. You are welcome to take these bottles with you.
Staff has been trained in preventing the spread of coronavirus and we will continue to ensure that hygiene and cleanliness remain our top priority throughout every facet of our operation.
In addition to the above, we remain available to answer any specific questions you may have.

Once again, thank you for your business.

Kind Regards,

[General Manager]

Here’s an example of what this might look at (Revinate Customers, this will soon be available to you):

4 Easy-to-use Templates for Hotel Coronavirus Communication

MARCH 11, 2020

2. Targeted Offer for Your Drive Market
Be sure to reach out to your drive market to entice them to stay with you. Help them avoid cabin fever with weekend packages or other offers that make it easy for them to check in and recharge. An offer might look like this:

Subject Line: Vacation without the Airplane!

Preview: Avoid Cabin Fever

Enjoy a relaxing staycation this spring at [hotel name]. Enjoy the warm weather and [include local amenities]. Plan your weekend staycation today.

Here’s an example from one of our clients

3. Food and Beverage Campaigns to Push Ordering Options
Reach out to your guests within driving distance with food and beverage options. If your F&B staff are light on demand right now, it could be a good idea to look at food ordering. You could offer delivery to your local drive market and to businesses. Include specific packages and offers to cut down on overhead.

Subject line: We’ll come to you!

Preview: With delicious food from our kitchen

Dear [First name],

You don’t have to go out to enjoy great food. Let our kitchen cook for you! Whether it’s a business meeting or a family get together, we’ll take cooking off your plate.

Here’s a customer example:

4. Flexible Cancellation for Peace of Mind
When sending out offers, give guests the option to cancel. You can put this language front and center, such as in a subject line:

Subject line: Don’t Fret: We Offer Free Cancellations

Or include it in the body of the offer. Set loose, but clear restrictions. For example, you could say:

Book now without worry. You can cancel anytime up to 48 hours before your scheduled check-in for a full refund. No stress.

Call to action: Book Now

Here’s a customer example:

The name of the game right now is keeping guests booking your rooms. Some may cancel, but you’ll get more business than you would otherwise being flexible.

If you need help or guidance navigating this uncertainty, you can always reach out to our team. And don’t miss our webinar, Coronavirus Survey Results: Impact on Hotels.

We're here to help. From campaign templates to revenue-generating ideas, preparation is the key to success.