Hotels lead the way as an example of open communication

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Crisis situations also challenge the asset class, which is basically performing and developing positively.

Crisis situations also challenge the asset class, which is basically performing and developing positively. Only open communication can help here: technical experts should be called in to give guests a picture of the current situation. Official reports from the media should be consulted. Guests should also be informed about their arrival: Flights, cancellation policies, measures taken in the hotel, calls for increased hygiene and no acceptance of risk groups make it easier for guests to make their decision to stay at the hotel. It is particularly important that the situation is dealt with transparently so that possible damage to the hotel’s image is avoided. Social media can help here.

For example, if the hotel’s guests are absent from the F&B outlets, local guests can be more strongly addressed. Specials in the hotel or restaurant area can create attention. Especially in a strong international guest mix, which is particularly evident in city hotels, such situations show how well the domestic guest mix works and can balance each other out. Those who also serve local/national guests are not too dependent on international travel clientele, which is often more affected by the crisis.