Renovations are a normal and healthy part of operating a successful hotel. It's the period when amenities are upgraded and rooms improved upon to ensure a better experience for the guests and a boost in profits. That said, it's also a period where the adjustments being applied may adversely affect the guest experience. If your visitors didn't know better, they may find the ongoing constructions a total nuisance and leave you a bad review that can tarnish your online reputation.
To combat this, it’s best to utilize PR basics to own the narrative. Leverage all the communication channels you have to maintain your marketing and reputation pristine. Below are some tips you can follow to keep hotel marketing on track:
Show total honesty and practice complete transparency.
The best thing you can do is be genuine with your audience, current and potential guests alike. Make sure that potential guests know which parts of the hotel will be affected, so everyone is aware and can manage their expectations. Avoid publicizing an end date just in case you encounter a hiccup during construction—you don’t want your guests to be dissatisfied if you fail to meet the deadline set. To assure guests that you’re still trying to deliver the best experience possible, share what the staff is doing to mitigate the effects of the renovation.
Post regular updates on social media
Sharing continuous updates on your social media channels can drum up excitement about the new things you’re cooking up. Show a sneak peek of the construction process to give them an idea of what to expect. If that’s not possible, you can at least share photos of the new decor items purchased that they will soon get to enjoy. Mix them in with pictures of your regular operations to show that you’re still running the business as usual, and that they can enjoy what you have to offer even when renovations are underfoot.
Utilize the hotel website for promotions.
Your website is where prospective guests first go to when they want to know more about your hotel. It’s imperative that you disclose the ongoing renovations on the site so guests can adjust their expectations and won’t be blindsided once they arrive. Remember—your website is where communication initiatives are centralized. It’s important that you update it on a regular basis.
Include a notice that indicates that renovation is ongoing. If at all possible, create a landing page or at least a section on the website where you can share updates about the construction period. This page can also be an outlet where guests can ask questions, should they have any. The most important thing to remember during this time is that you must make an effort to inform your valued guests of everything that is happening.
During hotel renovations, it’s best to be proactive with an elaborate communication strategy to ensure your reputation remains intact. If you need help, Web Connection Asia is a digital marketing agency in Bangkok with a focus on helping hotels finetune their marketing efforts. Get in touch with us today for a free consultation.≪ Back to Blog