building under construction

How you can manage guest expectations during your hotel renovation.

If your hotel is undergoing repairs, then you may wish to hide it out of fear that it will affect your bookings.  However, if guests find themselves in the midst of a construction site, they will be sure to share their complaints online.  Usually, this is even more detrimental to your hotel’s business.  Rather than hiding the truth, it’s always best to be upfront with your guests.  Here’s how you can manage your guests’ expectations during a hotel renovation.

  • Be Honest

No guest wants to walk into a hotel only to find that it is undergoing major construction.  This is why it’s important that you warn guests about ongoing renovations ahead of time.  Rather than simply stating that the hotel is under construction, it’s best to go into detail about the project.  By describing what stage the construction is in as well as the measures you are taking to ensure that the work doesn’t affect your guests, you can ensure that guests understand what is going on before they decide to book a stay.

  • Focus on Communication

While hotel staff should always be responsive to guests, it is especially important to keep lines of communication open when your hotel is being renovated.  One way to keep guests in the loop is by updating them on the renovations that will be taking place each day.  Management staff should also provide ways for guests to reach them if they wish to voice their feedback or concerns.  Not only will this direct line of communication make guests feel like they are being heard, but it also reduces the likelihood of guests turning to online review sites to voice their complaints.

  • Leverage the Power of Social Media

Social media is a powerful tool that you should use during your renovation project.  Not only can you use social media platforms to keep guests updated about project details, but you can also use it to give guests a behind-the-scenes look at the work being done.  When your guests feel informed and included in the project, they will be more likely to overlook small inconveniences and engage in a positive manner.

These are some of the suggestions that you should try to manage guest expectations while your hotel is undergoing a renovation project.  Are you looking for assistance with your next renovation project?  If so, then contact Nikki Fox at Parkwest General Contractors at Nikki@ParkwestGC.com.  Our dedicated team is eager to assist you with all your building upgrade needs today.

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