Life brings unexpected surprises at times. An unforeseen incident on an ordinary day might ruin all the plans. The best precaution for such instances is to be prepared in advance.
Here is an example: Let’s say that everything is smooth in your property. However, you experience a natural disaster like a flood or an earthquake and it affects the region where your property is located in. Do you have an emergency plan for such a disaster?
As HotelRunner, we believe that you should consider putting in-place a couple of methods in advance as they can help you minimize the reputation loss and maximize customer satisfaction in case of such incidents
In fact, the first thing to do after such a big disaster beyond your control is to keep calm. Without losing time, you should ensure the well-being of your guests and the places they are staying at.
Suspend your advertising efforts
It would be wise to pause advertising when your property is damaged via such disasters (like a damaged building or swimming pool). At the same time, your potential guests will be less likely to visit your hotel during such a period when it is hard to host them.
Postpone the campaigns.
It might be a good idea to postpone your campaigns for a while. In this period, you can focus on the damages in your hotel and gain time for restoration efforts. It is possible to start those campaigns when your property is back on its feet.
Repairing the damages incurred to your property is critical for customer satisfaction. If you do not want to disappoint your customers and get through this process with minimum customer loss, you must direct your customers correctly. For example, you can direct your customers to a thermal swimming pool or a spa inside the hotel instead of the damaged swimming pool outside.
Be more active on social media
After natural disasters, people on social media will definitely find out if your property is damaged or if there has been any loss of life or property. Therefore, you better not ignore the social media accounts of your property and you should communicate frequently with your customers after such disasters. It would be necessary to answer the questions of those customers who request information about your property and assess their comments and remarks. After assessing the damages and problems in your property, you can share up-to-date information with your customers.
The basic issues that should be handled following a disaster are strong communication, perfect customer services, postponing advertising and budget revisions. We at Hotelrunner hope you will not experience such a big natural disaster; however, if you do, we believe that you will overcome this trouble with a proper approach. Hotelrunner is always with you, not only during good times, but also during tough times. Create your Hotelrunner account now to manage your property under all circumstances and see what we can offer you.