1. Safety first
Arguably the key factor in instilling trust among consumers is ensuring strict safety standards are met. This pertains not only to the safety of patrons, but also of hotel staff. Guests want to spend time in an environment in which they feel everyone is looked after – including those tending to their needs. To this end, hotels are drafting policies: “CleanStay” by Hilton and “Venetian Clean” by The Venetian in Vegas, for instance. In some instances, national policies provide industry-specific guidance on what these should entail, as is the case for Singapore’s “SG Clean”.