How can hotels emerge stronger from the Coronavirus crisis using digital technologies?

Covid-19 is not only turning our private lives upside down these weeks and months. The spread of the coronavirus also has a massive impact on many industries worldwide. Cancelled rooms and flights and thus absent guests are hitting the hotel and tourism industry very hard. According to the World Travel & Tourism Council, up to 50 million jobs are at risk in the global travel and tourism industry due to the current pandemic.

In such an uncertain and challenging situation, hotels are not only wise to pay close attention to a transparent and consistent guest communication, but to develop a long-term strategy to rehabilitate themselves in the market and make up for losses once the coronavirus crisis is over. The current situation has a huge impact on daily operations, but it might also be considered as an opportunity to rethink internal processes and to consider new technologies which can positively impact your business in the long run.

Professional and consistent guest communication during coronavirus crisis

Being in the middle of a crisis, a professional and transparent communication is extremely important. Many travelers are worried about the travel restrictions being added daily by governments. Therefore, hotel owners should stay connected with your guests and show them empathy. Leverage your digital communication channels like website, email, SMS and social media to inform about updates and to make sure your guests feel fully and well-informed. While you don’t have to share your full crisis plan publicly, it is recommended to let your guests know how you prioritize employee and guest safety, how you handle cancellations and rebookings as well as any preventative measures of your hotel business.

Now, but also beyond the coronavirus crisis, hotels should implement a communication strategy that creates a lasting, personal experience throughout the entire guest journey and that delivers the right message at the right time.

Use the current coronavirus period to optimise and digitalise hotel’s procedures

As after other crises, we most certainly will see a catch-up effect as soon as the coronavirus crisis has been overcome. After travel bans, curfews and “social distancing”, the need for travelling will increase significantly. In order to make the most of this potential and to emerge stronger from it, hotels should use the current situation to optimize internal procedures and evaluate new technologies which help them gain a competitive advantage in the long-term.

During times of crisis, it’s inevitable that hoteliers will experience a revenue downturn and that they are forced to cut back their expenditures in various areas. However, when the demand starts to recover, it’s time to make wise investments. Strategic digital tools that increase operational efficiency, save costs in the long run and generate additional revenue should especially be on the priority list of forward-thinking hoteliers.


During such an uncertain time like the current coronavirus crisis, hotels are wise to ensure a consistent and transparent communication with their guests. They will appreciate being treated fairly and will remember your hotel and your service in the best possible way. To recover from a crisis like this and to make the most out of the catch-up effect afterwards, hoteliers should use this time to evaluate new tools that offer the most strategic benefit for their business. Gaining new competitive advantages can strengthen the market position and will surely pay off in the long run.

About the author

Moritz Klussmann is CEO and co-founder of Customer Alliance, one of the European market leaders for Customer Experience Management and Online Reputation Management. In his role, he is responsible for the strategic focus and profitable growth of the company, and is significantly driving the development of the product.

Mews x Throdi Integration – The Hospitality App Store – Mews

Market place of MEWS

Connect to the apps you love

Add powerful integrations to automate your operations and generate more revenue

Throdi compares the prices of all booking platforms and encourages direct booking

When you are looking for accommodation, you should compare the price of the hotel where you would like to stay.

The advantage of doing this through Throdi is that you see all prices of all Booking platforms and that you can compare them directly with the price that the hotel offers on its own website.

Do you have to stay away from booking websites? No of course not. Booking platforms such as, Trivago or Expedia are great websites to start a search for a hotel room. But do you want a good room, extra service and perhaps a better price? Then book directly through the hotel.


Mews + Throdi


The bi-directional link with Mews PMS system ensures that almost everything can be consulted and operated via one dashboard. As few links and different logins as possible.

Management of all hotel facilities and services:

  • Pre-stay with data adjustment and Up-selling
  • E-communication
  • Automatic WiFi connection
  • Online check-in
  • Consulting all info
  • Services in hotel and room service
  • Support chat function between guest and reception
  • Online Checkout
  • Review
  • Encourage direct booking
  • Smart TV

All this with the “one-stop-Throdi app”.


Everyone talks about it:

“Guest experience automation”

Make sure you know what the customer wants, when he wants it, how he wants it and where he wants it. Throdi helps you to find out and to serve your guests from start to finish.

The Throdi “one-stop app” ensures that the customer feels personally welcome.

You do not only create an optimal guest experience by increasing material comfort. All hotel facilities and services can be operated from its own Smart Phone via one free downloadable application. The app adapts to the style of your hotel.

Do you want to take the first step towards a better guest experience?

Then Throdi helps you as a hotelier to realize an easy and effective way.


How a hotel concierge app can make guests happier (and help achieve your business goals)

Why do leading hotel chains invest huge sums of money in branded applications for their guests and personnel? It is something that makes the life of hoteliers much easier and helps them lift the quality of services to a new level, and, as a result, achieve higher profitability.

Besides, mobile apps help businesses fit the times. Statistically, more than 50% of Internet users access the Web through their smartphones. Moreover, that figure is expected to reach about 75% by 2025. Obviously, if a hotel wants to stay competitive in the hospitality market of the future, it should get a proper mobile app.

There are quite a few ready-to-use solutions on the market to choose from. Let us discuss below how a modern digital app helps achieve several business goals:

Queue-less check-in

Filling in paper forms is quite boring and tiring, especially after a long-haul flight. A  good concierge app makes the check-in/checkout procedure digital and fast. The guest sends the photo of documents through the app anytime before the arrival and gets the key at the reception without waiting.

Effective management of orders

The satisfaction of clients is the top priority of every hotel. Providing each and every guest with a positive experience and encouraging them to come back and to recommend the place to friends requires much time and effort. An unpleasant trifle may spoil the overall impression, that is why hotel staff works hard every day to make sure everything is perfect.

A concierge app can reduce the human factor risk to the minimum. All the orders placed by clients are sent directly to the corresponding department. Guests can add comments to specify some of their personal preferences. All the information is stored in the form of a convenient and well-structured database: no omissions, no mistakes.

24/7 online accessibility

Although there are guests that love talking to hotel staff, most people prefer ordering everything they need by clicking on the menu. Some of them appreciate being able to plan everything, for example, spa treatments and even meals, in advance before the travel starts. Modern apps create a completely digital experience: from getting a cup of coffee delivered to the room, to enrolling on a tour around the city. One can look through available services and place orders from a smartphone while enjoying a bath or watching TV on the bed, on the way from the airport – anywhere, anytime.

 Possibility to specify the time of service

It may seem obvious for such services as massage appointment or booking a conference room. But how about meals? For example, one can make a table reservation, choose food and drinks on the way to the hotel to get dinner at once after the arrival without delay. There are many people for whom it is critical. Just imagine waiting for the food for half an hour or so with tired and hungry children. No doubt, it is not an enjoyable experience. If you help your guests avoid such difficulties, they will appreciate that. That is the essence of hospitality.

Increased sales

People purchase additional services much more willingly when the process of ordering takes the minimum of time and effort. Going to a reception desk, searching for the phone number to order a massage session or to order a shuttle to the airport – clients, especially millennials, can’t be bothered to do this. But if they have the opportunity to get everything fixed by a few clicks, you will win their heart.

A positive brand image

By the same token, when a hotel does not make use of IT innovations to create comfort for guests, it makes an old-fashioned impression. Digital, innovative, cool  – that is the modern-time appeal.

To conclude, a concierge app is a tool that can make a difference both in service quality and management effectiveness. Most providers offer demos or free trial versions. Explore and test: it has all the chances to become the best digital friend for your business. 

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