When hotel renovations become necessary, it’s not uncommon for an establishment to remain open to guests while the construction is underway. It typically isn’t feasible to close an entire hotel at once because it’s necessary to continue earning revenue through the construction process. This decision may seem simple and it can be complicated.
To renovate your hotel efficiently while maintaining a good relationship with your guests, employees, neighbors and the construction crews, there are a few steps you should take.
Prior to starting renovations, review the hotel’s occupancy trends. You want to complete most of the work during your off-season, if possible. You should also complete construction in sections, aiming to book guests in rooms that are furthest from any construction. If you have an especially high capacity and that isn’t possible, offer discounted rates to compensate for any inconvenience.
You should also consider the time of day when planning projects. Instruct your workers to complete any especially noisy jobs between check-in and check-out hours when there are fewer guests in the hotel. There should also be quiet hours during the times most guests will be sleeping.
No guest likes surprises! It’s important to share the story of your renovation with perspective guest early and in a positive manner. Renovations are necessary for the success of any hotel because guests expect a fresh aesthetic that isn’t dingy or outdated. However, some guests see the renovation process itself as a nuisance, or possibly an indication that there’s something seriously wrong with the building as it stands.
Once you know the date construction will start, hang signs prominently in your establishment. You’ll also want to give guests a heads-up on your website so they’re aware of the renovations before they book. This transparency is a gesture your future guests will appreciate. If time and resources allow, consider creating a page on your website dedicated solely to the renovation. This will likely answer any questions your guests have about the renovations, and it may even make them excited to book another stay once the projects are completed.
Despite your best efforts, complaints may still surface. There should be an organized system for disgruntled guests to communicate with management. You should also have a way for your employees to voice their concerns. Happy employees lead to happy guests, which lead to good reviews.
When choosing a contractor for the job, try to find one who has experience working on hotels that are remaining open for construction. They will likely be skilled at managing the many moving parts of your renovation while keeping hotel management well informed.