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Accommodation

OYO outlines plan to reopen UK hotels

By Molly Dyson / 8 June 2020 / Contact Reporter
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OYO Hotels & Homes is rolling out new operational procedures at its independently-owned UK properties to prepare them for reopening under timelines announced by the nation’s devolved governments.

Accommodation providers in England could be able to reopen as early as 4 July with sufficient health and safety measures in place under the government’s phased approach to lifting lockdown restrictions, but the devolved administrations in Scotland, Wales and Northern Ireland have not put a specific date on when these businesses might be able to start accepting guests.

According OYO, the procedures will focus on a “minimal-touch experience”, enhanced hygiene protocols and accounting for social distancing guidelines. The Indian firm will introduce a ‘Sanitised Stays’ tag that will be displayed on online property descriptions, indicating that staff are fully trained in the new processes and that the hotel has reached a certain compliance level in implementing them.

The company said the new procedures are intended to reassure both guests and hotel staff of their safety and wellbeing during the coronavirus pandemic.

New protocols include removing excess furniture from lobby areas to create extra space for physical distancing and to discourage guests from using communal chairs and sofas; disinfecting items such as room keys and TV remotes and placing them inside zip-locked bags for guests’ arrival, as well as providing bags for guests to place dirty towels and used toiletries; asking staff to refrain from handling guests’ luggage unless there is a particular need; encouraging the use of lifts by only one family/occupants of the same room at a time; asking property managers to make use of telephone or video calls for repair or maintenance issues; the use of online payment links upon check-out so guests do not have to use cash or card at the property where possible; and maintaining a stock of hand sanitiser, masks and disposable gloves for both staff and guests.

In addition, OYO is developing the technology for app-based, remote check-in to minimise contact with staff, as well as digital key boxes so guests can collect their key outside their room rather than at reception.

Rishabh Gupta, head of OYO UK and Europe, said: “The ‘new normal’ that the hotel industry faces in the post-lockdown environment presents a real set of challenges for small, independent, neighbourhood hotels which generally operate with limited resources and budgets. OYO is working with our partners to introduce tailored solutions that balance excellent hygiene with cost efficiencies, utilising technology as well as practical steps to enable these valued hotels to remain both attractive and viable.

“Some measures might require the cooperation and goodwill of guests, or go against the hotelier’s natural instinct to aide the guest at every juncture, but we’re sure that everyone will understand that these procedures are being followed for everyone’s wellbeing.”

OYO, which set up its UK business in 2018, has more than 200 small and mid-sized properties under its brand across the nation, according to the firm.

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