Coronavirus (COVID 19): Advice for Tourism Businesses
(Reviewed & Updated: 04/5/20)
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This is a fast moving situation and we will update this page as we know more. We also advise you to check for latest updates on the GOV.UK website and watch daily government briefings.
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Please log-in to the members area on this website if you wish to view copies of our latest e-newsletters. If you are not receiving our e-newsletters via email, please contact us. The MWT members only Facebook group can be the easiest and quickest way for us to send latest information/updates. With a fast moving situation such as Coronavirus, we encourage members to join the group if you haven't already done so, and use this resource as a way to keep in touch with your fellow members and support one another. |
These are unprecedented times for everyone. MWT Cymru is in regular contact with Visit Wales and the Wales Tourism Alliance and are checking daily for latest updates from the World Health Organisation, and other sources.
As the scale of the Coronavirus and its impact on our industry and indeed life in general comes into sharper focus, we remain committed to offering you our full support.
We appreciate that many of our members are concerned.
We are here to help and support you. Working with the wider tourism industry for over 25 years, we know and value the importance of working together.
In this spirit of unity and pulling together, MWT has made the decision to publicise our Coronavirus updates and information on this website, to reach and support more tourism businesses across the region, not only our valued members. We hope you find this a useful hub of information.
As the scale of the Coronavirus and its impact on our industry and indeed life in general comes into sharper focus, we remain committed to offering you our full support.
We appreciate that many of our members are concerned.
We are here to help and support you. Working with the wider tourism industry for over 25 years, we know and value the importance of working together.
In this spirit of unity and pulling together, MWT has made the decision to publicise our Coronavirus updates and information on this website, to reach and support more tourism businesses across the region, not only our valued members. We hope you find this a useful hub of information.
Government Advice
Following the government broadcast on 23/03/20, the advice for everyone is the same: Stay at Home
- Only go outside for food, health reasons or essential work
- Stay 2 metres (6ft) away from other people
- Wash your hands as soon as you get home
Prior to this announcement, MWT had issued the following advice, reinforcing that of Visit Wales, Welsh Government's national tourism team. The message for everyone is: 'Visit Mid Wales... Later.'
This message is live on MWTs social media channels and destination websites: www.visitmidwales.co.uk and www.showmewales.co.uk
Business Support
financial support & grants in wales
Bounce Back Loan Scheme
Britain’s small businesses will be able to apply for quick and easy-to access loans of up to £50,000 from today – with the cash expected to land within days.
Thousands of small firms and sole traders will be eligible for 100% government-backed Bounce Back Loans to help them make it through the coronavirus outbreak.
Small business owners can apply to accredited lenders by filling out a simple online form, with only seven questions.
The government has also agreed with lenders that an affordable flat rate of 2.5% interest will be charged on these loans. And any business that has already taken out a Coronavirus Business Interruption Loan of £50,000 or less can apply to have these switched over to this generous new scheme.
Britain’s small businesses will be able to apply for quick and easy-to access loans of up to £50,000 from today – with the cash expected to land within days.
- small businesses will be able to apply for quick and easy-to-access loans from today
- businesses will be able to borrow between £2,000 and £50,000 with the cash arriving within days
- loans will be 100% government backed for lenders, and businesses can apply online through a short and simple form
- The government will provide lenders with a 100% guarantee and cover the cost of any fees and interest for the borrower for the first 12 months.
- No repayments will be due during this period to enable firms to get back on their feet.
Thousands of small firms and sole traders will be eligible for 100% government-backed Bounce Back Loans to help them make it through the coronavirus outbreak.
Small business owners can apply to accredited lenders by filling out a simple online form, with only seven questions.
The government has also agreed with lenders that an affordable flat rate of 2.5% interest will be charged on these loans. And any business that has already taken out a Coronavirus Business Interruption Loan of £50,000 or less can apply to have these switched over to this generous new scheme.
Local authorities are administering these two grants in Wales. To enable quick and efficient payments, you will need to confirm some details with your local authority.
Welsh Government Business Grants: The Welsh Government has announced a £1.4bn support package for all businesses listed on the business rates register, covering Business Rate Relief and Business Grants.
The Business Grant has 2 different components.
Grant 1 : For retail, leisure and hospitality businesses in Wales, a grant of £25,000 will be offered for businesses in these sectors with a rateable value of between £12,001 and £51,000.
Grant 2 : For all other sectors the Welsh Government package also provides a £10,000 grant to all businesses eligible for Small Business Rates Relief with a rateable value of £12,000 or less.
Welsh Government Business Grants: The Welsh Government has announced a £1.4bn support package for all businesses listed on the business rates register, covering Business Rate Relief and Business Grants.
The Business Grant has 2 different components.
Grant 1 : For retail, leisure and hospitality businesses in Wales, a grant of £25,000 will be offered for businesses in these sectors with a rateable value of between £12,001 and £51,000.
Grant 2 : For all other sectors the Welsh Government package also provides a £10,000 grant to all businesses eligible for Small Business Rates Relief with a rateable value of £12,000 or less.
self employed income support
For those that are Self Employed there are a number of avenues for you to explore.
- The Chancellor announced that self-employed workers will be able to access a taxable grant that is worth 80 per cent of their average monthly (net) profits over the last three years, up to the value of £2,500 per month. ( Applications expected to be open by the beginning of June)
- Self Employed also now have access to the Universal Credit Scheme
- Self Employed can also access the business interruption loan scheme, and the new Development bank of Wales Loan mentioned above - PLEASE GET YOUR APPLICATION IN QUICKLY FOR THIS OPTION AS THIS POT IS LIMITED.
Providing Accommodation for Vulnerable People
response required by 16:00 on tuesday 14 april 2020
Accommodation businesses interested in providing secure accommodation for vulnerable groups that have been displaced as a result of this emergency, are asked to register their interest.
Local authorities and/or Welsh Ministers can request accommodation businesses to re-open in order to provide safe accommodation for vulnerable people and are asking businesses that are able to contribute to this effort, to get in touch.
Given the need to get people safely into accommodation, this information is required as a matter of urgency.
If you are able to offer accommodation to the most vulnerable, you will need to register your interest - call 0845 010 8020 or email quality.tourism@gov.wales - by no later than 16:00 on Tuesday 14 April 2020.
You will need to provide the following information:
Local authorities and/or Welsh Ministers can request accommodation businesses to re-open in order to provide safe accommodation for vulnerable people and are asking businesses that are able to contribute to this effort, to get in touch.
Given the need to get people safely into accommodation, this information is required as a matter of urgency.
If you are able to offer accommodation to the most vulnerable, you will need to register your interest - call 0845 010 8020 or email quality.tourism@gov.wales - by no later than 16:00 on Tuesday 14 April 2020.
You will need to provide the following information:
- Details of the number of rooms or units, type, location and how long you anticipate it will be available
- Provide a named contact in your business and a contact address, email and telephone number
Coronavirus Survey & Visit Wales E-news Updates
complete survey
Guidance in support of holiday park compliance with regulations
Updated 25/03/20
Guidance and advice to support non-essential travel in the UK
Government advice: "Essential travel does not include visits to second homes, camp sites, caravan parks or similar, whether for isolation purposes or holidays. People should remain in their primary residence. Not taking these steps puts additional pressure on communities and services that are already at risk."
visit wales industry news 23/03/20
Tough New Measures to slow the spread of coronavirus introduced today
First Minister Mark Drakeford today announced tough new measures to slow the spread of coronavirus in Wales and save lives.
Caravan parks, campsites, tourist hotspots and popular beauty spots will be closed to visitors from today.
Local authorities are also enforcing the closure of pubs throughout Wales following reports some are flouting the shutdown introduced on Saturday. Licensed premises, which continue to trade will risk losing their licence.
First Minister Mark Drakeford said: “Wales is a beautiful country and attracts millions of visitors every year – but now is not the time for unnecessary journeys. We want people to come to Wales when the threat of coronavirus has passed.
“Today, we are taking action to close caravan parks, campsites and some of our most recognisable visitor sites to keep people safe and to reduce the pressure on our NHS.
“My message is simple. Please stay at home and save lives.”
The tougher measures come amid mounting concern many people are not following government guidance about reducing contact with other people – large crowds were gathered at some of Wales’ busiest outdoor and tourist spots over the weekend.
People camping or staying in caravans on holiday will be asked to begin returning to their homes from today as camps and holiday parks close, unless there are exceptional reasons for them remaining.
These new measures will not affect those people who live permanently in park homes.
Emyr Williams, lead officer for the National Parks Wales, said: “We welcome this move. At this time is essential that people do not travel unnecessarily and overwhelm our rural areas.
“Following this announcement we will be closing access to key hotspots such as Snowdon, and I know my colleagues in the Brecon Beacons and Pembrokeshire Coast National Parks are taking similar action, for example closing routes to both Sugar Loaf and Pen-y-Fan.”
Director General of the British Holiday & Home Parks Association, Ros Pritchard OBE commented: “BH&HPA members have already closed their holiday and touring parks with great sadness, yet they are glad to contribute to the fight against the virus. They are grateful to Welsh Government for their support in this process and sensitivity to the individual circumstances of park customers. With this taken into account, BH&HPA wholeheartedly supports the Welsh a Government directive to all parks across Wales.”
Huw Pendleton, Managing Director Celtic Holiday Parks; said: “I am very pleased that the First Minister has taken the decision to close all holiday parks, it was no doubt a difficult decision, which he has made to protect everyone.
“Tourists are hugely important to the economy of Wales and as an industry we very much look forward to being able to reopen our parks and welcome people back to enjoy our beautiful Country as soon as it is safe to do so.”
Chief Medical Officer for Wales Dr Frank Atherton said: “It’s important people continue to stay active but please do this close to home.
“We need to do everything we can to prevent the spread of this virus – that means not traveling unless absolutely necessary and avoiding close contact with other people by staying two metres away.
“Everyone should also continue to wash their hands regularly with soap and hot water.”
Emergency regulations shutting bars, pubs and restaurants came into force in Wales on Saturday to slow the spread of coronavirus. But there have been reports of some pubs continuing to open as usual despite the country-wide restrictions. Local authorities will enforce the regulations and licensees could lose their licence if caught flouting the ban.
Councillor Andrew Morgan leader of the Welsh Local Government Association, said: “We are in the grips of an unprecedented public health pandemic, with the number of fatalities tragically growing by the day. “Although the vast majority of businesses have been complying with government measures, we are very disappointingly having to investigate an irresponsible minority of pubs and restaurants who have chosen to flout expert public health advice and legal orders.
“The spread of the coronavirus is a severe threat to all of us. My fellow council leaders and I are absolutely clear – our utmost priority is to protect our residents, especially in the face of this deadly virus.
“Wherever we find premises flouting government measures, we are prepared to use all enforcement powers available to us to shield the public from harm.”
First Minister Mark Drakeford today announced tough new measures to slow the spread of coronavirus in Wales and save lives.
Caravan parks, campsites, tourist hotspots and popular beauty spots will be closed to visitors from today.
Local authorities are also enforcing the closure of pubs throughout Wales following reports some are flouting the shutdown introduced on Saturday. Licensed premises, which continue to trade will risk losing their licence.
First Minister Mark Drakeford said: “Wales is a beautiful country and attracts millions of visitors every year – but now is not the time for unnecessary journeys. We want people to come to Wales when the threat of coronavirus has passed.
“Today, we are taking action to close caravan parks, campsites and some of our most recognisable visitor sites to keep people safe and to reduce the pressure on our NHS.
“My message is simple. Please stay at home and save lives.”
The tougher measures come amid mounting concern many people are not following government guidance about reducing contact with other people – large crowds were gathered at some of Wales’ busiest outdoor and tourist spots over the weekend.
People camping or staying in caravans on holiday will be asked to begin returning to their homes from today as camps and holiday parks close, unless there are exceptional reasons for them remaining.
These new measures will not affect those people who live permanently in park homes.
Emyr Williams, lead officer for the National Parks Wales, said: “We welcome this move. At this time is essential that people do not travel unnecessarily and overwhelm our rural areas.
“Following this announcement we will be closing access to key hotspots such as Snowdon, and I know my colleagues in the Brecon Beacons and Pembrokeshire Coast National Parks are taking similar action, for example closing routes to both Sugar Loaf and Pen-y-Fan.”
Director General of the British Holiday & Home Parks Association, Ros Pritchard OBE commented: “BH&HPA members have already closed their holiday and touring parks with great sadness, yet they are glad to contribute to the fight against the virus. They are grateful to Welsh Government for their support in this process and sensitivity to the individual circumstances of park customers. With this taken into account, BH&HPA wholeheartedly supports the Welsh a Government directive to all parks across Wales.”
Huw Pendleton, Managing Director Celtic Holiday Parks; said: “I am very pleased that the First Minister has taken the decision to close all holiday parks, it was no doubt a difficult decision, which he has made to protect everyone.
“Tourists are hugely important to the economy of Wales and as an industry we very much look forward to being able to reopen our parks and welcome people back to enjoy our beautiful Country as soon as it is safe to do so.”
Chief Medical Officer for Wales Dr Frank Atherton said: “It’s important people continue to stay active but please do this close to home.
“We need to do everything we can to prevent the spread of this virus – that means not traveling unless absolutely necessary and avoiding close contact with other people by staying two metres away.
“Everyone should also continue to wash their hands regularly with soap and hot water.”
Emergency regulations shutting bars, pubs and restaurants came into force in Wales on Saturday to slow the spread of coronavirus. But there have been reports of some pubs continuing to open as usual despite the country-wide restrictions. Local authorities will enforce the regulations and licensees could lose their licence if caught flouting the ban.
Councillor Andrew Morgan leader of the Welsh Local Government Association, said: “We are in the grips of an unprecedented public health pandemic, with the number of fatalities tragically growing by the day. “Although the vast majority of businesses have been complying with government measures, we are very disappointingly having to investigate an irresponsible minority of pubs and restaurants who have chosen to flout expert public health advice and legal orders.
“The spread of the coronavirus is a severe threat to all of us. My fellow council leaders and I are absolutely clear – our utmost priority is to protect our residents, especially in the face of this deadly virus.
“Wherever we find premises flouting government measures, we are prepared to use all enforcement powers available to us to shield the public from harm.”
MWT Press release 23/03/20: Chairman praises Mid Wales tourism businesses for Coronavirus shutdown
The chairman of an organisation that represents more than 600 tourism and hospitality businesses across Mid Wales has praised members for taking the responsible decision to close down to prevent the spread of the Coronavirus.
Rowland Rees-Evans, who leads MWT Cymru and is a director of the family-owned Penrhos holiday, golf and leisure park at Llanrhystyd, near Aberystwyth, says the shutdown is the correct decision but warns it will cause hardship to many businesses.
Having called on the Welsh Government for a specific cash package for the tourism and hospitality industry last week, MWT Cymru has welcomed the announcement by Economy Minister Ken Skates of £1.4 billion support for businesses and employees.
Mr Rees-Evans stresses the key importance of the industry to the Welsh economy, as it employs more than 100,000 people. It is crucial that tourism and hospitality businesses are supported so that they are in a position to welcome visitors following the Coronavirus crisis, he says.
Whilst holiday home owners and potential visitors were currently being told by the UK and Welsh Governments to stay at home and not travel to Mid Wales to prevent the spread of the virus, he emphasises that tourists will be welcomed with open arms when the crisis has passed.
“It’s an impossible situation – the perfect storm,” said Mr Rees-Evans. “We have all got a responsibility, regardless of our businesses, to minimise the risk. By taking the responsible decision to close down, we will hopefully reduce the impact of the virus on the NHS over the next few weeks.
“It has been a difficult decision for many businesses, but what is the alternative? What people must remember is that we are talking livelihoods and jobs.
“The responsibility to stop the spread of the disease does not fall on the businesses alone; it’s down to the public as well. They must obey Government guidance on unnecessary travel and social distancing.
“In the case of our business, we have found that customers are very responsible and understanding, and they are all waiting for the big party when we eventually emerge from the crisis.”
Thankfully, most businesses will be able to receive Government support payments to cover some of their losses, he adds. The industry urgently needs to hear from the Welsh Government about how to access this support, as their income will be zero following shutdown.
“The key is to retain our staff throughout the crisis, so that businesses are in a position to resume when the virus has cleared,” said Mr Rees-Evans.
“We must show loyalty to our staff because without them we haven’t got a business.
“There are some small businesses that are in a desperate situation and need support quickly. Our industry also relies on many self-employed ancillary workers and I hope the Government will announce support for them soon.
“Whatever the support packages cost the Government it will pale into insignificance if all our businesses go bust. I would advise our members to talk to their banks and leasing companies because they are all listening and wanting to help.
“Be in no doubt, this crisis will end and we all look forward to that day.”
MWT Cymru’s staff, who are in close contact with the Welsh Government and its tourism arm, Visit Wales, are busy handling calls from worried businesses across Powys, Ceredigion and South Gwynedd.
The company is also gathering intelligence from Mid Wales businesses to feed back to the Bank of England and UK policymakers.
As the scale of Coronavirus and its impact on the industry comes into sharper focus, MWT Cymru’s chief executive Val Hawkins and her team remain committed to supporting its members and their employees.
Picture caption:
Rowland Rees-Evans, MWT Cymru’s chairman.
Rowland Rees-Evans, who leads MWT Cymru and is a director of the family-owned Penrhos holiday, golf and leisure park at Llanrhystyd, near Aberystwyth, says the shutdown is the correct decision but warns it will cause hardship to many businesses.
Having called on the Welsh Government for a specific cash package for the tourism and hospitality industry last week, MWT Cymru has welcomed the announcement by Economy Minister Ken Skates of £1.4 billion support for businesses and employees.
Mr Rees-Evans stresses the key importance of the industry to the Welsh economy, as it employs more than 100,000 people. It is crucial that tourism and hospitality businesses are supported so that they are in a position to welcome visitors following the Coronavirus crisis, he says.
Whilst holiday home owners and potential visitors were currently being told by the UK and Welsh Governments to stay at home and not travel to Mid Wales to prevent the spread of the virus, he emphasises that tourists will be welcomed with open arms when the crisis has passed.
“It’s an impossible situation – the perfect storm,” said Mr Rees-Evans. “We have all got a responsibility, regardless of our businesses, to minimise the risk. By taking the responsible decision to close down, we will hopefully reduce the impact of the virus on the NHS over the next few weeks.
“It has been a difficult decision for many businesses, but what is the alternative? What people must remember is that we are talking livelihoods and jobs.
“The responsibility to stop the spread of the disease does not fall on the businesses alone; it’s down to the public as well. They must obey Government guidance on unnecessary travel and social distancing.
“In the case of our business, we have found that customers are very responsible and understanding, and they are all waiting for the big party when we eventually emerge from the crisis.”
Thankfully, most businesses will be able to receive Government support payments to cover some of their losses, he adds. The industry urgently needs to hear from the Welsh Government about how to access this support, as their income will be zero following shutdown.
“The key is to retain our staff throughout the crisis, so that businesses are in a position to resume when the virus has cleared,” said Mr Rees-Evans.
“We must show loyalty to our staff because without them we haven’t got a business.
“There are some small businesses that are in a desperate situation and need support quickly. Our industry also relies on many self-employed ancillary workers and I hope the Government will announce support for them soon.
“Whatever the support packages cost the Government it will pale into insignificance if all our businesses go bust. I would advise our members to talk to their banks and leasing companies because they are all listening and wanting to help.
“Be in no doubt, this crisis will end and we all look forward to that day.”
MWT Cymru’s staff, who are in close contact with the Welsh Government and its tourism arm, Visit Wales, are busy handling calls from worried businesses across Powys, Ceredigion and South Gwynedd.
The company is also gathering intelligence from Mid Wales businesses to feed back to the Bank of England and UK policymakers.
As the scale of Coronavirus and its impact on the industry comes into sharper focus, MWT Cymru’s chief executive Val Hawkins and her team remain committed to supporting its members and their employees.
Picture caption:
Rowland Rees-Evans, MWT Cymru’s chairman.
update from daily government briefing (20/03/20)
- Bars, cafes, restaurants are to close after tonight but you will still be able to offer takeaway.
- Theatres, leisure centres, cinemas and gyms also to close.
- Government to provide grants of up to 80% of wages to businesses to retain staff. The employer will need to apply for this.
- VAT payments deferred for this quarter.
- No self assessment payments for self employed due until January 2021.
- Self employed will also have access to the same statutory sick pay as employees.
- Universal credit to increase by £1000 over 12 months.
We will update when we know more.
Welsh Government Funding Support (19/03/20)
Today a £1.4bn business support package has been announced to help retail, leisure and hospitality businesses across Wales.
The package announcement includes:
We are very aware that many of our smaller B&B's/Guesthouses are on domestic rates and that these grants don't currently include those businesses.
The WTA & MWT are all working hard pushing Welsh Government and Ministers to put measures in place to support all our businesses.
As of yet there has been no clarification of how businesses access these grants but we will update members once we know more.
The package announcement includes:
- A year long Business Rates Holiday (applies to all businesses)
- A grant of £25,000 will also be offered for businesses in the same sector with a rateable value of between £12,001 and £51,000.
- £10,000 grant to all businesses eligible for Small Business Rates Relief with a rateable value of £12,000 or less.
We are very aware that many of our smaller B&B's/Guesthouses are on domestic rates and that these grants don't currently include those businesses.
The WTA & MWT are all working hard pushing Welsh Government and Ministers to put measures in place to support all our businesses.
As of yet there has been no clarification of how businesses access these grants but we will update members once we know more.
This funding support supercedes the £200m package announced by Welsh Government on 17/03/20.
MWT PRESS RELEASE 18/03/20: CRISIS SUPPORT PACKAGE CALL FOR MID WALES TOURISM BUSINESSES
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An organisation that represents more than 600 tourism and hospitality businesses across Mid Wales is calling on the Welsh Government to announce a specific support package to help the industry through the Coronavirus crisis.
MWT Cymru, based in Machynlleth, wants the package to at least cover part of the cost of job losses during the crisis and to waive this year’s business rates for all tourism and hospitality businesses, irrespective of size. The company will be lobbying politicians in Cardiff and Westminster to make the case for government support for the industry. |
Val Hawkins, MWT Cymru’s chief executive, said it was important to the Welsh economy that tourism and hospitality operators emerged from the crisis in a position to carry on their businesses and continue attracting visitors to Mid Wales.
She and her staff have been busy for the past two weeks handling calls from worried businesses across Powys, Ceredigion and South Gwynedd.
MWT Cymru is in close contact with Visit Wales, the Wales Tourism Alliance and a number of other organisations. The company is also gathering intelligence from Mid Wales businesses to feed back to the Bank of England and UK policymakers.
“The importance of the tourism industry to the rural economy in Wales cannot be overstated,” said Mrs Hawkins. “More than 100,000 people are employed directly in the tourism sector across Wales which also supports thousands of jobs in the associated supply chain.
“Our members are doing everything they can to protect their businesses so that they will be in a position to carry on and provide jobs at the end of this crisis.
“Businesses need an immediate cash injection to help them through this period of uncertainty. We urgently need to hear from the Welsh Government what help is available to these businesses which, in many cases, are now, reluctantly, having to consider laying off staff and closing temporarily.
“The UK Government’s offer of unlimited loans for businesses in general is very welcome because I think businesses will need help to resume after the crisis.”
As the scale of Coronavirus and its impact on the industry comes into sharper focus, Mrs Hawkins said MWT Cymru remained committed to offering full support to its members.
“One of the most frequently asked questions we're receiving from tourism and hospitality members is: ‘Should my business remain open?’, she added. “Unfortunately, there is no easy answer and it will depend on personal circumstances or a business decision.
“Around the world we’ve seen positive stories of businesses and communities coming together collectively to face the challenges faced by Coronavirus,” added Mrs Hawkins.
“We are asking our members to help us spread good news stories and positivity during these troubling times by using #RealMidWales on Facebook, Instagram and Twitter to let us know how their business is helping people deal with the pandemic.”
Picture caption:
Val Hawkins, MWT Cymru’s chief executive.
Our Advice
- If you are concerned about cash flow talk to your bank sooner rather than later.
- It you are concerned about insurance, talk to your insurance provider.
- Remind your guests to take out their own holiday insurance.
- Communicate with your guests to provide reassurance.
- If you have a cancellation policy in place, please review it.
- If you don't have a cancellation policy, put one in place.
- If you employ staff, read ACAS guidelines.
Click on the + symbol to expand the boxes.
cancellations & No-shows
To avoid problems with cancellation or curtailment (when a guest cuts their stay short), you are strongly recommended to have a cancellation policy. The link below is not specific to the Corona virus, but contains useful advice. It is written with accommodation providers in mind, but can be adapted for other business types.
When guests cancel, remember they may be a customer in the future. In most cases, the reason for cancelling is genuine and important i.e. the Coronavirus. You may be able to negotiate something to suit you both.
It's also important to remember the crisis will pass and your business is for the long-term. If you keep the goodwill of your customers in difficult times, it can pay off in the future.
When guests cancel, remember they may be a customer in the future. In most cases, the reason for cancelling is genuine and important i.e. the Coronavirus. You may be able to negotiate something to suit you both.
It's also important to remember the crisis will pass and your business is for the long-term. If you keep the goodwill of your customers in difficult times, it can pay off in the future.
We found the following blog article from Trekksoft particularly useful, and whilst it is written with tour and activity provides in mind, it contains information of potential interest to all members and businesses about managing cancellations and refunds:
Marketing & Communications
In light of the UK government broadcast on 23/03/20, please update your communications accordingly: 'Visit Mid Wales... Later'
communicating with your customers
A well-worded message on your website or via email could be the reassurance guests/visitors need. Consider telling them what measures you are putting in place, e.g. staff training, providing hand washing facilities.
This example may be helpful - please adapt for your own business and tone of voice.
There is no hard and fast rule on this, do what feels right for you - but if you have not already issued a statement, you could consider having a statement ready and waiting to go at short notice; for your own communications and for the press. Being prepared will help you and your business during this period of uncertainty.
You can communicate with your customers in many ways, for example:
Be mindful when keeping in touch with customers that there is a balance to strike. We have all had our inboxes flooded with emails in recent days from companies we may not have a close relationship with, informing us of their Coronavirus response. Whilst this can be informative, consider carefully who you are targeting with your message and why. For example, if you're sending an email to guests due to stay with you in the next few weeks, your information will be highly relevant. If you're emailing your entire customer database - guests who stayed with you for one night three years ago - they will be far less motivated to engage.
There are many examples of tourism and hospitality businesses staying in touch, and doing it well.
You should adapt examples provided for your own customers and tone of voice. Generally speaking, the more a business can be seen as 'real' and natural, the more people will trust that business and be loyal to them.
This example may be helpful - please adapt for your own business and tone of voice.
There is no hard and fast rule on this, do what feels right for you - but if you have not already issued a statement, you could consider having a statement ready and waiting to go at short notice; for your own communications and for the press. Being prepared will help you and your business during this period of uncertainty.
You can communicate with your customers in many ways, for example:
- A personal email
- E-newsletter (if you have several customers to reach)
- A phone call*
- A statement on your own website
- A statement on websites you advertise on
- Posts on social media - or a combination of all these things.
*Consider updating your telephone answer phone message, especially if you are receiving high call volumes.
Every email, every supportive phone call, and every conversation you or your staff have with your customers, has the potential to influence your business' reputation.
Be mindful when keeping in touch with customers that there is a balance to strike. We have all had our inboxes flooded with emails in recent days from companies we may not have a close relationship with, informing us of their Coronavirus response. Whilst this can be informative, consider carefully who you are targeting with your message and why. For example, if you're sending an email to guests due to stay with you in the next few weeks, your information will be highly relevant. If you're emailing your entire customer database - guests who stayed with you for one night three years ago - they will be far less motivated to engage.
There are many examples of tourism and hospitality businesses staying in touch, and doing it well.
You should adapt examples provided for your own customers and tone of voice. Generally speaking, the more a business can be seen as 'real' and natural, the more people will trust that business and be loyal to them.
- accommodation example statement
Please adapt examples provided for your own customers and tone of voice.
Remaining Open
In view of the recent developments of the Coronavirus, we want to reassure you that the hotel is taking every precaution to ensure the safety of our guests and our team.
We are following the guidance given by the World Health Organisation and have implemented additional measures to enhance our cleaning and hygiene protocol. Our teams are receiving ongoing information and adapting our operating methods as required.
We hope this goes some way to putting your mind at ease, if you would like to take a break we are here to welcome you.
Should you have any questions before making a booking please do not hesitate to contact us.
If your holiday plans have changed and you still want to get away from it all, our midweek offer includes... etc.*
*It is important to continually gauge the mood of your customers; be mindful if you're referring to special offers or deals that customers don't feel you're exploiting the situation.
Suspending Trade
This example from Manor View Hotels & Leisure Group is one of the best examples we have seen: >> click here to visit their website
Remaining Open
In view of the recent developments of the Coronavirus, we want to reassure you that the hotel is taking every precaution to ensure the safety of our guests and our team.
We are following the guidance given by the World Health Organisation and have implemented additional measures to enhance our cleaning and hygiene protocol. Our teams are receiving ongoing information and adapting our operating methods as required.
We hope this goes some way to putting your mind at ease, if you would like to take a break we are here to welcome you.
Should you have any questions before making a booking please do not hesitate to contact us.
If your holiday plans have changed and you still want to get away from it all, our midweek offer includes... etc.*
*It is important to continually gauge the mood of your customers; be mindful if you're referring to special offers or deals that customers don't feel you're exploiting the situation.
Suspending Trade
This example from Manor View Hotels & Leisure Group is one of the best examples we have seen: >> click here to visit their website
- food and drink example statement
Please adapt examples provided for your own customers and tone of voice.
Remaining Open
Social media post: If you are getting some fresh air and strolling through town, please consider supporting local businesses by picking up a take out if you would rather not sit in. Here at [name of business] we have x, y and z on offer, etc.
This post demonstrates community spirit by encouraging people to support all local businesses, not just their own. It also gets the message out about how they're diversifying their business (offering take out), and what they have to offer.
Suspending Trade
This statement from a pub in England that was published on their local news website, is one good example >> read article
Remaining Open
Social media post: If you are getting some fresh air and strolling through town, please consider supporting local businesses by picking up a take out if you would rather not sit in. Here at [name of business] we have x, y and z on offer, etc.
This post demonstrates community spirit by encouraging people to support all local businesses, not just their own. It also gets the message out about how they're diversifying their business (offering take out), and what they have to offer.
Suspending Trade
This statement from a pub in England that was published on their local news website, is one good example >> read article
- attraction example statement
The National Trust is a good example of regular and informative communication >> read statements here
- event cancellation example statement
If you have made the difficult decision to cancel your event, you will need to let people know as soon as possible.
Example statements:
MWT Members: Please update your event listings in Guestlink.
Example statements:
MWT Members: Please update your event listings in Guestlink.
how to guide: facebook live streaming
We are seeing an increasing number of businesses live streaming to their customers during this difficult time. It can be a great way to keep in touch.
When people can't visit Mid Wales in person, let's bring Mid Wales to them.
This guide was produced by Populate Social for MWT Cymru.
When people can't visit Mid Wales in person, let's bring Mid Wales to them.
This guide was produced by Populate Social for MWT Cymru.
"What should I live stream?"
It depends on your type of business. You could give people a behind the scenes perspective on what you're doing to help prevent the spread of coronavirus. You could show them the beautiful scenery where you are, to remind people there are fantastic places to visit in Mid Wales. If your attraction or activity is physically closed, you could take people on a virtual tour. If you're camera shy you could simply show people the view from your window, and remind them it will be waiting for them when this crisis is over.
MWTs experience with live streaming:
Live streaming took place at four locations on four consecutive days in October 2019 as part of MWTs #RealMidWales Campaign: Lake Vyrnwy, Ynys-hir RSPB reserve, Blaenhafren Falls in Hafren Forest, and Mwnt Beach. Eight hours of live video per day was streamed straight onto Visit Mid Wales’ You Tube and Facebook channels. Visit Wales and other project partners e.g. National Trust Wales, National Resources Wales and RSPB Cymru, plus supporters including Lake Vyrnwy Hotel & Spa, Mid Wales My Way and Wales Coast Path also live streamed the footage.
The aim of the project was to immerse potential visitors in Mid Wales direct from their desk/phone. No actors, retouching, editing or special effects. Click here to view the campaign results.
It depends on your type of business. You could give people a behind the scenes perspective on what you're doing to help prevent the spread of coronavirus. You could show them the beautiful scenery where you are, to remind people there are fantastic places to visit in Mid Wales. If your attraction or activity is physically closed, you could take people on a virtual tour. If you're camera shy you could simply show people the view from your window, and remind them it will be waiting for them when this crisis is over.
MWTs experience with live streaming:
Live streaming took place at four locations on four consecutive days in October 2019 as part of MWTs #RealMidWales Campaign: Lake Vyrnwy, Ynys-hir RSPB reserve, Blaenhafren Falls in Hafren Forest, and Mwnt Beach. Eight hours of live video per day was streamed straight onto Visit Mid Wales’ You Tube and Facebook channels. Visit Wales and other project partners e.g. National Trust Wales, National Resources Wales and RSPB Cymru, plus supporters including Lake Vyrnwy Hotel & Spa, Mid Wales My Way and Wales Coast Path also live streamed the footage.
The aim of the project was to immerse potential visitors in Mid Wales direct from their desk/phone. No actors, retouching, editing or special effects. Click here to view the campaign results.
should my business remain open? (updated 24/03/20)
For the majority of businesses, the answer is 'No.'
On 20th March the Government announced that:
On 23rd March the Government announced a 'lock down':
On 20th March the Government announced that:
- Bars, cafes, restaurants are to close after tonight but you will still be able to offer takeaway.
- Theatres, leisure centres, cinemas and gyms also to close.
On 23rd March the Government announced a 'lock down':
- Everyone must stay at home apart from essential travel, or risk a fine
- All non-essential shops to close
what to do if you have to / have decided to close (MWT Members only)
It will be important that going forward we keep our information as up to date and as accurate as possible for potential visitors.
If you have decided to close your business or cancel an event, please do the following:
1) Update your short/long description on Guestlink (please talk to our team if you're unsure how to do this).
2) Let us know that you have made this decision via members@mwtcymru.co.uk
Below is an example of text you may wish to use on your website/Guestlink entry:
** We are now closed until further notice in line with UK wide efforts to delay the spread of coronavirus. We apologise for any inconvenience this may cause - please pop us an email or join us on social media for the latest updates and we look forward to welcoming you in future.**
If you have decided to close your business or cancel an event, please do the following:
1) Update your short/long description on Guestlink (please talk to our team if you're unsure how to do this).
2) Let us know that you have made this decision via members@mwtcymru.co.uk
Below is an example of text you may wish to use on your website/Guestlink entry:
** We are now closed until further notice in line with UK wide efforts to delay the spread of coronavirus. We apologise for any inconvenience this may cause - please pop us an email or join us on social media for the latest updates and we look forward to welcoming you in future.**
adapting your business & your marketing
Accommodation: Some people may still want to travel within the UK, to escape more densely populated areas of the country*, or to move temporarily closer to vulnerable loved ones whom they wish to support. Some may still want a break-away, to retain a sense of normality.
At the time of writing (20/03/20) there have been concerns raised about people leaving 'Coronavirus hotspots' and escaping to rural areas to avoid the disease, prompting concerns over the impact on local services >> Article here.
Food & Drink: People self-isolating may wish to have restaurant quality food delivered to them at home. If customers cannot come to your place of business, can you deliver? Government is to grant permission for pubs and restaurants to operate as takeaways as part of the coronavirus response.
Attractions & Tour Operators: Can your experiences be scaled accordingly to allow for social distancing guidelines? Might virtual tours be an option?
Venues (conferences and events): Can smaller gatherings go ahead and be screened to those unable to attend?
At the time of writing (20/03/20) there have been concerns raised about people leaving 'Coronavirus hotspots' and escaping to rural areas to avoid the disease, prompting concerns over the impact on local services >> Article here.
Food & Drink: People self-isolating may wish to have restaurant quality food delivered to them at home. If customers cannot come to your place of business, can you deliver? Government is to grant permission for pubs and restaurants to operate as takeaways as part of the coronavirus response.
Attractions & Tour Operators: Can your experiences be scaled accordingly to allow for social distancing guidelines? Might virtual tours be an option?
Venues (conferences and events): Can smaller gatherings go ahead and be screened to those unable to attend?
- We encourage you to consider if and how you may feasibly adapt your product / service to meet the changing needs of your customers, and;
- Let your customers know what you are doing to keep them, your staff (if applicable), and your wider community, safe.