Temporary closure: a digital checklist for hotels

Posted on 13 April 2020

If you are in a circumstance where you need to temporarily close or suspend operations at the hotel, here is a checklist for hotels that lists the sites you can/should update with proper messaging.

Website

Use proper verbiage, ie “temporarily suspending operations”

If independent, add a pop up and update FAQs
If Marriott, add Hotel Alert in Efast > HWS Forms Submission Tool > HWS Renovation & Hotel Alert Work Request
If Hilton. Submit a ticket to http://www.hiltonecgsupport.comor visit their Coronavirus FAQs
If IHG, add Announcement in Concerto

Inventory Systems

PMS: Update inventory levels
- Shop multiple sites to ensure inventory is closed out
CRS: Update inventory levels, especially if no 2-way connectivity with the PMS
Channel Manager: Update inventory levels

Central Reservations

If independent, not likely applicable
For Hilton, and you are using ResMax and have already updated PIM: ResSMART Guide is HERE or log into the Lobby > My Applications > ResMax Reports> My ResSmart Data
- Or, email ResMaxSupport@hilton.com
For Marriott, email pss@marriott.com
For IHG, in Concerto > Hotel Content > Content Explorer > Marketing Text > Sales Help Description for CRO
- Also, Add a CRO Alert Description with Dates in Concerto by search for CRO Alert

Local Listings

Google My Business– Log into google.com then go to the Info Tab on the left hand side. Select “Temporarily Closed” and enter dates
- Note, you cannot receive new reviews during this time
Bing Places– Mark as temporarily close AND add an announcement
Yelp (https://www.yelp-support.com/article/How-do-I-temporarily-close-my-business-or-change-my-business-hours?l=en_US)
- Must have an end date for when it’s temporarily closed until
- Add information to the “From the Business” information section
TripAdvisor ( https://www.tripadvisor.com/TripAdvisorInsights/w5924?mcid=65035)
- Sign into your Management Center.
- From the top bar select “Manage listing” then click on “Name & description”.
- The “General details” page will open.
- Toggle the selector to “on” in the corner of the right side of the “Mark your property as temporarily closed” box.
- Select the date range for the temporary closure message to appear on your listing.
Yext (https://help.yext.com/hc/en-us/articles/360040614252)
- If you have access, update Holiday Hours to reflect these changes
- Leave Regular Hours as they are, otherwise it may indicate to certain publishers that you are permanently closed
- Update the Business Description to add COVID-19 messaging as it pertains to your business: “Please note this location is closed through [DATE]”
- For IHG, email channels@ihg.comto update
- For Hilton, submit ticket to ECG
- For Marriott, put in an eFast ticket > HWS Forms Submission Tool > Local Search Engine/Map Request Form

Booking.com

If only closing the Pool and/or Fitness Center: In the admin panel, under Property > Facilities & Services then scroll to the bottom where it says Temporary Closure of Facilities.
To load a message on the website, log into Admin.Booking.com and under the Property tab > Your Profile > About Your Property
To send a message to reservations currently on the books, either do a PMS export and email guests using the email address created by Booking.com. Or, contact your Market Manager. There is a scheduling template option under Property > Messaging Preferences, where you can message people X amount of days prior to check in, as a back up.

Expedia

In Expedia Partner Central, under Property Details > Renovations and Closures, fill out the “Temporary closure under way/upcoming” section
To send a message to reservations currently on the books, XXX. You can also message each guest individually if there are only a handful. You can also set up a schedule template for X amount of days prior to check in, as a back up, under Guest Relations > Messaging.

Paid Media

Metasearch (Koddi) – Pause all spending
Expedia Travel Ads – Pause all spending
TravelClick GDS – Notify account manager
- Campaigns can be paused for 30 days
Sabre Spotlight – Notify account manager

Social Media

Facebook – Taking the verbiage from your website, do a post with closure details. After the post is live, click the 3 dots to the right of the post, then click “Pin to Top of Page” to ensure it is front and center to anyone that visits the page.
Consider a new cover photo with an update

Download Printable Checklist
Digital Checklist for Temporary Hotel Closure

Check out our other hospitality resources for the Coronavirus.