If you’re renovating your hotel, then it’s essential that you make your guests aware of the plans. After all, guests who aren’t aware of renovations are more likely to be dissatisfied and have the potential to leave negative reviews. Of course, it’s not always easy to know what to say or how to tell your guests that you’re renovating.
Here, the team at Milkris Interiors have put together a handy guide to help shape your renovation letter to guests, detailing what to include and examples of each section.
Start with a warm welcome
Try to kick your letter off with a warm introduction – never dive straight into the renovation details. By setting a positive tone early on, you’re more likely to receive a positive response back from guests.
Your opening paragraph could go something like this:
“Dear XX / valued guest,
Thank you for choosing [hotel name] for your upcoming stay. We really appreciate your loyalty and are looking forward to providing you with exceptional service and comfort during your time with us.”
Clearly outline the renovations
Once you’ve set the tone, it’s time to clearly communicate your renovation plans, including what areas will be affected and when. Remember, transparency is key.
A top tip from us is to always remain professional but positive. By talking negatively about your renovation, it might encourage your guests to feel the same. Instead, sound excited about the renovation by saying something like this:
“We are excited to announce that [hotel name] will be undergoing some enhancements to improve our services and guest experience. Starting from XX to XX, we will be renovating the [list areas]. These improvements demonstrate our commitment to providing you with the highest standard of comfort.”
Reassure guests
Next, you should provide assurance to your guests that every effort will be made to minimise disruption. Wording like this might help:
“Rest assured, we are taking every step to ensure that your stay with us remains as peaceful and enjoyable. With that in mind, construction work will take place between [XX] and [XX] to minimise any disruption during your stay. Key facilities, including [list areas open as usual], will remain fully operational.”
Highlight any areas that will be impacted
Once you’ve reassured guests, list any areas or services that might be impacted, closed or limited. It’s also worth mentioning alternative options if they are available.
Here is a good example:
“During this period, [list areas impacted] might be temporarily unavailable. However, our concierge and front desk team [or appropriate staff member] will be happy to assist you in making alternate arrangements.”
Offer compensation (if applicable)
If you are offering any special discount, compensation or offers to the guest/s, then it’s worth mentioning that now. Consider thanking them for their understanding and patience by writing something like:
“To thank you for your understanding and patience, we are pleased to offer you [detail of compensation].
Provide contact information
Show cooperation and transparency by providing a point of contact for the guests should they have any questions or want to amend their booking:
“Should you have any questions or concerns regarding your stay with us, please don’t hesitate to get in touch [include contact details]. Our friendly team is here to assist you.
End positively
End on a positive note and consider once again repeating the benefits of the renovation. We suggest you end with something like this:
“We once again look forward to welcoming to you [hotel name] and can’t wait to share these exciting improvements with you. Thank you for your understanding.
Are you renovating your hotel? Contact the fit-out experts
By following this structure, you’ll be able to clearly communicate the necessary information while remaining transparent from the onset of your renovation process. Better still, your guests will valued and informed from day one.
If you are renovating your hotel, then consider contacting the fit-out specialists at Milkris Interiors. We help commercial businesses to create their ideal space. Get in touch today.