PR & MARKETING: What can hotels and the hospitality industry do in the Coronavirus crisis?

As the novel coronavirus 2019-nCoV continues to spread across the globe, the travel industry has taken a hit. In an attempt to curb transmission, the World Health Organisation has issued a ‘do not travel’ advisory for China, and more commercial airlines have suspended or services in and out of the country.

Outside of China, too, many companies and individuals are cancelling or postponing travel plans for fear of being infected, with the travel industry losing millions of dollars as a result. Inbound travel to countries such as Singapore, Japan, Thailand and Vietnam is being heavily impacted by the lack of outbound travel from China, which poses the question: how can hotels and other travel companies minimise the long-term impact of the virus?


  • Slash prices: whilst it can be tempting to try and out-price, it’s vital that luxury hotels remember that the outbreak is temporary, and will not last forever. Lowering rates is damaging to brand equity and positioning, and can be detrimental in the long run
  • Believe fake news: tabloid press and social media tend to indulge mass hysteria in times of crisis, and it’s vital for companies to remain calm and avoid speculation. Refer to the World Health Organisation and the local authorities for reliable updates
  • Overreact or underprepare: whilst hysteria and panic will be detrimental, it’s also important to have contingency plans in place, so these are ready to implement if required. Consider the potential repercussions on operations should the situation worsen and be prepared to respond


  • Appeal to the local market: with business and leisure travel being largely kept to a minimum, it’s important to address the local market in the immediate future, who are likely to be seeking new experiences closer to home
  • Plan ahead: it’s important to have a crisis communications system prepared in case of worst-case scenario, including social media responses, media statements, and guest communications
  • Strategise for recovery: use this time to relook at your 2020 Marketing Strategy so that you are ready to actively promote your brand when the time is right. People’s general attitudes towards travel are likely to have altered, so now is a time to reassure and inspire

A version of this has been featured on PR Week.