Reassuring guests with health and safety measures
Before the Coronavirus (COVID-19) pandemic, few travellers gave a second thought to sleeping in a bed that hundreds of others had slept in. But now, what travellers touch and who they interact with is at the top of their list of concerns. It’s now critically important for you to build confidence and set expectations for guests around health and cleanliness so you can capture available demand. To help ease guest concerns, we’re prominently showcasing the measures you take on your property page and introducing a ‘Health & safety’ filter to help bookers find you.
Your goal is to make guests feel confident that their stay will be as safe, clean and comfortable as in their own home. Our goal is to make it easy for you to show guests all of the measures you’re taking to respond to the pandemic.
What guests are saying
Since the beginning of the Coronavirus pandemic, we’ve seen a dramatic uptick in the use of specific words used by guests when they ask questions about a property.
For example, the use of the words “clean” and “hygiene” have both increased by over 60%.
Showcase the measures you’re taking
To help you get the word out, we’ve created a simple and effective checklist in the extranet that highlights what you’re doing to make every guest’s stay safe:
Cleanliness & disinfecting
If you offer hand sanitizer, disinfectant wipes or follow specific local regulations, indicating these will help you inspire guest confidence.
Physical distancing
Highlight contactless check-in and check-out, cashless payment, or other ways that you’re helping guests maintain social distance.
Food & drink safety
Have you made any changes to in-room dining or restaurant options? Point out the measures you’re taking that are designed to support food safety.
How it works
- Navigate to ‘Health & safety’ in the ‘Property' section of your extranet and indicate which measures you’re currently taking.
- Your commitment to cleanliness immediately displays on your property page in a specially designed box.
- You’ll be found more easily by lookers with the ‘Health & safety’ filter, which appear high up in the list of available search filters.
- Have you adopted additional measures? Mark them in the extranet and make sure they are sustainable by following the United Nations Environment Programme handbook (only available in English).
Let guests know about your efforts
Documenting the health and cleaning guidelines that you follow at your property is an important start. You can amplify the actions you’re taking by communicating with guests at all the right touchpoints:
- Do you offer check-in services that help with social distancing by utilising lockboxes or digital keys? An April 2020 study found that around 18% of travellers in surveyed markets value self check-in most in a travel accommodation website over competitive prices and free cancellations. Indicate these in the ‘Facilities & services’ section of your extranet.
- Create an empathetic message for your guests using messaging templates and save time sending it via scheduler.
- Reassure guests on arrival with printed signs or hygiene handouts that detail your attention to health and safety.
- Do you provide disinfectant wipes or a hand-sanitizing station? Include images of these amenities or signs that you display in your property photos.
- Stay up to date with Booking.com’s ongoing platform improvements around cleanliness.