August 14, 2020 · Jeremy Razook
The #1 Reason Preventing People from Staying at Your Hotel Right Now
Rising virus cases and concern of others not taking the virus seriously have likely weighed heavily on would-be travelers. So it’s no surprise in our latest consumer sentiment survey that the biggest reason people are cautious about staying at a hotel right now is:
fear of guest interaction.
This has been the top choice since we first asked in our fifth consumer sentiment study released in early June. While it’s impossible to completely remove guest-to-guest interaction, there are some ways you can be proactive to reduce the fears of staying at a hotel right now.
It’s important to be transparent with your guests within your messaging. Prioritize messaging to include intensified cleaning protocols at the property. Include information about social distancing at your property and the changes you’ve made to common areas that promote social distancing.
In addition to your hotel’s safety plans, provide guests with tips that will make their stay as comfortable as possible and include those tips on your website and confirmation emails.
We already know people would most like to hear from hotels about safety as it pertains to the guest. Being upfront, informative, and empathetic will be an enormous help in making people feel comfortable to book with you now and in the future.
What You Can Do Right Now:
- Make sure your message clearly states all cleaning procedures for the property. This includes the front desk, common areas, amenities, and rooms.
- Update your FAQs with new booking/cancellation policies and safety information.
- Develop content that includes travel tips for guests for a worry-free stay and promote through confirmation/pre-arrival emails, social, etc.
- Include information on mask ordinances and social distancing as it pertains to your business.
- Identify high-volume areas in your hotel where you can reduce foot traffic.
- In our sixth consumer sentiment study, we found that a mobile app was second in ways that people would like to check-in to a hotel right now. A hotel mobile app that reduces contact at the front desk is a worthwhile investment that would make guests feel more comfortable staying at a hotel now.