Complaints + Airbnb Landscape + Worker Strikes + Crisis Communication

A truism: The challenges a hotel manager must address know no bounds. Two recent court cases prove this yet again.

After making a reservation at a Six Continents Hotels property, a man received up to 10 identical text messages from the hotel. The communications were generic. Plaintiff requested multiple times that the messages stop and was given assurances they would. But alas, they didn’t.

Understandably irked, the man sued the hotel, alleging a violation of the Telephone Consumer Protection Act. That law restricts telemarketing by prohibiting the sending of text messages using an automatic telephone dialing system with the capacity to store and produce telephone numbers to be called, and then dial those numbers at random or in sequential order without human intervention.

Proactive Crisis Communication: Profiting From The Calm Before The Storm

October 12, 2018 via eHotelier

The bad news: You don’t have a clue when a crisis will strike. It’s like preparing for a client’s outside wedding in September. The day arrives and the skies open wide, pouring down rain and making the tents (and all the guests’ spirits) droop. The good news: You can prepare for a crisis and embrace strategies during the down time, the calm time, and the sunny days, to put these strategies into place.