The impact of the Coronavirus has been roughly affected the lodging business, thus, it forces the tourism industry to boost their market strategies in to a new level. Many hotels decided to shut down their business, but some hotel brands are looking forward into opportunities to change the ways on how the market will perceive them.

As they look into the matter, hotel management were working on a balance in a manner that bring the business back while enhancing the trust and confidence of the clients. Luxury Explorers listed down their hotel affiliates’ approach towards the pandemic crisis according to its flexibility and safety.

TRAVEL FLEXIBILITY

By offering flexibility to the customer, hotels can give a measure of assurance to their customers who are undeniably anxious when booking their accommodations.

1.  MARRIOTT INTERNATIONAL

For all Marriott International hotels world-wide, they are implementing the following policies:

    1. For guests with existing reservations for any future arrival date, including reservations with pre-paid rates that are typically more restrictive, they will allow full changes or cancellation without a charge up to 24 hours prior to arrival,* as long as the change or cancellation is made by June 30, 2020. Please note that any changes to existing reservations will be subject to availability and any rate differences.
    2. Flexibility for the future: For guests making new reservations for any future arrival date, including reservations with pre-paid rates, between today and June 30, 2020, they will allow the reservation to be changed or cancelled at no charge up to 24 hours before your scheduled arrival date.* Please note that changes to the reservation will be subject to availability and any rate differences.

2.  HILTON PROPERTIES

In order to provide you with greater travel flexibility during the COVID-19 pandemic, Hilton introduced a more flexible cancellation policy on March 12, 2020.  As stay-at-home orders lift and travel resumes, our Team Members are excited to welcome you to our hotels.  At the same time, we know your plans may continue to change, so we have made your reservations even more flexible:

    1. For guests with existing reservations for any future arrival date: For reservations made prior to March 12, 2020 – when our new, more flexible reservation policy went into effect:  You may now change or cancel any future reservation, without penalty, as long as you do so at least 24 hours before your scheduled arrival date, but not later than August 31, 2020.  This includes reservations described as “non-cancellable” or Advance Purchase.
    2. Flexibility for the future: Any individual reservations booked on and between March 12 and August 31, 2020 for any future arrival date can be changed or cancelled at no charge, up to 24 hours before your scheduled arrival day.
    3. Cancellation: If you cancel a rate which required an advance payment or deposit, we will do everything we can to process your refund as quickly as possible. Due to the influx of cancellations, it may take up to 30 days to complete your request.

 

3.  INTERCONTINENTAL GROUP OF HOTELS (IHG)

Given the flexibility our guests and customers need right now, IHG implemented the following policies:

    1. For guests with existing reservations for any future arrival date: For Existing Bookings made through April 6, 2020 at all IHG hotels can be changed or cancelled for stays up to June 30, 2020, noting that:
      • Hotels are subject to local law in the market in which they operate. Therefore, government legislation and regulations may supersede this policy in specific circumstances. (including the type and timing of the refund).
      • If you cancel a rate which required a deposit or payment in advance, we will do everything we can to process your refund as quickly as possible. Refunds (which may be vouchers where allowed by local law) may take up to 90 days for hotels to process from the date of cancellation. Reservations may be changed without a fee but may result in different pricing.
      • Exclusions may apply for time periods with special event restrictions or peak demand weeks.
      • Bookings via a third-party: For bookings made through an online booking platform (e.g. Booking.com, Expedia) or third-party travel professionals, please contact them directly – we have advised these companies of our cancellation policy and you should refer to their terms and conditions.

                 2. Flexibility for the Future : For New Bookings, we have several ways to support guests to amend travel plans as necessary:

      • Book now, Pay Later : This new rate offer flexibility and savings. With no deposit required and cancellations possible up to 24 hours before your stay to direct bookings, travel planning is commitment free.
      • Best Flexible Rate: This rate offers maximum flexibility to change or cancel your reservation. For direct bookings, this rate can be fully changeable or refundable up to 6pm (local hotel time) on the day of arrival.

 3. Cancellation. Fees for existing and new domestic bookings at all IHG hotels in Mainland China, Hong Kong SAR, Macau SAR and the Taiwan region will be waived for stays up to April 30, 2020.

 

4. ACCOR

  1. For guests with existing reservations for any future arrival date: 
      • Booked a flexible rate directly with Accor. Guests that booked fully refundable rate may cancel or modify their reservations without penalties on all accor.com (provided that the exact rate policy of your original booking will apply to your revised booking).
      • Booked a non-flexible rate directly with Accor and need to cancel? Guest who planned to stay in one of our hotels prior to and inclusive of June 30th, 2020 may modify their reservation for a later date without any modification fees subject to availability and applicable rates and conditions) or request a credit voucher for the full amount of the booking value for use at a future date at the same hotel.
      • Third party bookings: Third parties are required to follow the Accor cancellation policy set out above. If you who booked through a travel agent, online booking platform or other third party, please contact your booking provider directly who will explain the options for modification, cancellation or credit voucher applicable to your booking.
      •  Booked a non-flexible rate directly with Accor and need to cancel? Guest who planned to stay in one of our hotels prior to and inclusive of June 30th, 2020 may modify their reservation for a later date without any modification fees subject to availability and applicable rates and conditions) or request a credit voucher for the full amount of the booking value for use at a future date at the same hotel.

          2. Cancellation.

➔ To cancel and get a credit voucher please use the following link:Claim voucher
(valid for our hotels in Europe, Middle East, Africa Asia Pacific and Brazil
➔ To modify the dates of your stay, please contact the hotel directly.
➔ Conditions and dates depend on local regulation – please see details of the commercial policy per country

Note: Guests requesting a refund of any kind (i.e. cash or credit voucher) should be aware that it may take up to 90 days from the date of cancellation for the refund to be processed. The form and timing of the requested refund may be subject to the applicable laws of the respective hotel’s location (i.e. Government imposed restrictions on vouchers and cash refunds).

 

TRAVEL SAFETY

 Safety and security of the guests has always been the top priority of all the hotel chains during this crisis. They must make sure that guests don’t need to worry about their stay in their properties.

1. MARRIOTT INTERNATIONAL

Marriott Global Cleanliness Council.

Marriott recently announced the creation of the Marriott Global Cleanliness Council – consisting of in-house and outside experts in food and water safety, hygiene and infection prevention, and hotel operations. Together, the council members will work to develop a new generation of global hospitality cleanliness standards, norms and behaviors for Marriott’s more than 7,300 properties around the globe. The new standards will be designed to minimize risk and enhance safety for the company’s guests and the 750,000 people worldwide who wear the Marriott name badge.

 

  • New Cleaning Technologies. In its everyday cleaning, Marriott will also be using the highest classification of disinfectants recommended by the Centers for Disease Control and Prevention and World Health Organization to treat known pathogens.
  • Current Health and Hygiene Standards.
    When guests check into Marriott’s hotels over the next few months, they will notice a number of additions to the company’s regimen designed to set an even higher standard of cleanliness for the hotels. Specific areas of focus include:
      • Surface Areas: In public spaces, the company has added to its already rigorous cleaning protocols, requiring that surfaces are treated with hospital-grade disinfectants and that this cleaning is done with increased frequency. In guest rooms, Marriott has added to its detailed cleaning practices, requiring all surfaces to be thoroughly cleaned with hospital-grade disinfectants. The company will also be placing disinfecting wipes in each room for guests’ personal use.
      • Guest Contact: To help alleviate the risk of COVID-19 transmission through person-to-person contact, Marriott will be using signage in its lobbies to remind guests to maintain social distancing protocols and will remove or re-arrange furniture to allow more space for distancing. The company is planning to add partitions at front desks to provide an extra level of precaution for its guests and associates and is working with supply chain partners to make masks and gloves available to associates. You’ll see more hand sanitizing stations around Marriott’s hotels – near the entrances and front desks, elevator banks and fitness and meeting spaces.In addition, in more than 3,200 of the company’s hotels, guests can choose to use their phones to check in, access their rooms, make special requests and order room service that will be specially packaged and delivered right to the door without contact. These “touchless” services can all be done quickly via Marriott’s mobile app.
      • Food Safety: At Marriott, food handlers and supervisors are trained on safe food preparation and service practices. The company’s food and beverage operations are required to conduct self-inspection using its food safety standards as guidelines, and compliance is validated by independent audits.

2. HILTON PROPERTIES 

Hilton CleanStay with Lysol Protection.

Hilton has developed a global program that will introduce a new standard of hotel cleanliness and disinfection to ensure Hilton guests enjoy an even cleaner and safer stay: Hilton CleanStay with Lysol protection. The program has been developed with experts from RB, maker of Lysol and Dettol, brands trusted for safely disinfecting surfaces. In addition, experts from the Infection Prevention and Control team at Mayo Clinic will advise and assist in enhancing Hilton’s cleaning disinfection protocols.

Hilton CleanStay builds upon Hilton’s already high standards of housekeeping and hygiene, where hospital-grade cleaning products and upgraded protocols are currently in use. The program will feature Lysol’s trusted cleaning products, solutions and training in North America. RB and Hilton are also exploring opportunities to expand the program into a global partnership. The program will include:

  • New Cleaning Technologies:

      • Hilton CleanStay Room Sealto indicate that guest rooms haven’t been accessed since they were cleaned
      • Extra disinfection of top 10 high touch areas in guest rooms including light switches and door handles
      • Increased cleaning frequency of public areas
      • Guest-accessible disinfecting wipesat entrances and high traffic areas
      • Enhanced cleaning for fitness centers
      • Reduced paper amenities(like pads and guest directories) in rooms
      • Enhanced cleaning & other changes to buffets, in-room dining and meeting spaces
      • Industry-leading contactless check-in and check-out with Digital Keyat more than 4,700 properties globally
      • Evaluation of new technologies like electrostatic sprayers with disinfecting mistand ultraviolet light to sanitize surfaces and objects
      • Enhanced Team Member safety and well-beingwith personal protective equipment and enhanced training and protocols
  • Current Health and Hygiene Standards. We take great pride in maintaining the highest standards of cleanliness and hygiene. Given the effects of COVID-19, we have taken additional measures in our hotels today, developed in consultation with global and local public health authorities (including the WHO and CDC), to make our cleaning and hygiene protocols even more rigorous:
      • Our hotel teams are receiving ongoing briefings and enhanced operating protocols.
      • We have increased the frequency of cleaning our public areas (including lobbies, elevators, door handles, public bathrooms, etc.) and have continued the use of hospital-grade disinfectant.
      • We will continue to adjust food and beverage service in accordance with current food safety recommendations.
      • We have increased the deployment of hand sanitizers.
      • Regional and global response teams to provide around-the-clock assistance to our hotels and are prepared to act swiftly should we be alerted to a case of coronavirus at one of our properties.

What to Expect During Your Stay. As you know, the way we travel looks a little different right now, so we wanted to ensure you had the latest list of what to keep in mind when you prepare to travel next. Please reach out to your hotel directly to understand their latest local guidelines.

      • Social Distancing. Social Distancing continues to be a recommended or required practice in public settings. We have adjusted common areas in many of our hotels to help guests adhere to these guidelines. During your stay, please be mindful of other guests and Team Members and maintain the suggested six feet of distance.
      • Masks and Other Protective Equipment. Some states currently require that all of our Team Members and guests wear face coverings while in public areas. As such, we recommend bringing one with you. Our hotels have adjusted check-in and other processes to allow for limited contact with Team Members for continued safety.
      • Hotel Services and Amenities. For your safety, some services or amenities such as pool, spas, fitness centers, restaurants and daily housekeeping may be modified or suspended.

3. INTERCONTINENTAL GROUP OF HOTELS (IHG)

Our number one priority is your health, safety and well-being. We are closely monitoring developments around the world and are in contact with global organizations including the World Health Organization (WHO), Centers for Disease Control and Prevention (CDC) and relevant authorities for country-specific requirements, to ensure the actions we take are comprehensive and suitable.

  • Current Health and Hygiene Standards. All our hotel are required to adhere to comprehensive health and safety procedures including all local laws. In addition, we provide our hotels with best practices and guidelines and have supplemented these resources with additional COVID-19 cleanliness specific guidance, training and information consistent with our own high standards.
      • Activation of response teams to provide around-the-clock assistance to our hotels.
      •  Hotels have increased the frequency of cleaning public areas (including lobbies, elevators, door handles, public bathrooms) and high-touch points in guest rooms.
      •  All hotels have been advised on cleaning products and protocols which are effective against viruses.
      •  We continue to review food and beverage service in accordance with current food safety recommendations.

4. ACCOR

The ALLSAFE global cleanliness & prevention standards have been developed with and vetted by Bureau Veritas, a world leader in testing, inspections and certification. All the Group’s hotels must apply these standards and will be audited either by Accor operational experts or by third-party auditors such as Bureau Veritas to receive this label.

  • New Cleaning Technologies.
    Enhanced Cleanliness Protocols – New stringent cleanliness standards will be implemented and monitored across all Accor Hotels and include a reinforced cleaning program with frequent disinfection.
  • Current Health and Hygiene Standards.

      • Enhanced Staff Training- Accor will launch a new comprehensive safety and hygiene training program to their employees.
      • New guest contact measures such as ensuring social distance measures on restaurants and public areas, guests will be provided with individual sanitizer, wipes and masks, implementation of guest temperature measurement and partitions at front desk.
      • Contactless payment solutions for ensuring further hygiene.
      • Enhanced Food Safety Standards such as maintaining 1m distance across tables and maximum 8 person per table per group. New procedures for buffet service as well as employee training on awareness and cleanliness procedures.

Global Medical Support for guests- Accor guests will benefit from AXA’s most reecent advances telemedicine through free access to medical consultations.

This pandemic has proven that hotel industry must think of strategic ways on how they will turn this global crisis to a new hotel experience. They must understand how the expectations and behavior of consumers are changing and modify the way they express their company’s values and priorities, and the way they respond to those changes. The industry needs more team spirit and camaraderie towards this common goal, with full recognition that people are the strength behind any successful hotel brand. This will not change.