Check in / out new guidelines
Hi lovely team!
Sorry to bombard you with process.. our primary concern is you 🙂
Longcroft Luxury Cat Hotels – viewings, check in and check out revised processes
Following guidance recently published by the British Veterinary Association advising on social distancing we have updated the check in, check out and viewings process.
Viewings
It is highly recommended that these are conducted virtually at this time to comply with social distancing requests.
- Send the video link to reassure our customers especially if they are new customers https://www.longcroftcathotel.co.uk/luxury-cat-hotel-virtual-tour/
- Offer to contact the customer once social distancing is relaxed and arrange a viewing in person.
Revised check in / out procedures.
Our priority remains your safety and the safety of our customers.
- Send the video link. This should reassure them of our high attention to detail. https://www.longcroftcathotel.co.uk/luxury-cat-hotel-virtual-tour/
- Advise of the new check in and check out process a couple of days before check in / check out.
Customer Communication – suggest popping this over a few days before check in and out
At this challenging time we have amended our check in and out process and we kindly request that due to recent social distancing and infection prevention we have introduced a couple of additional steps.
———————- Check In
Following advice from the British Veterinary Association and in order for us to offer a non-contact check in we kindly request that only one person checks-in your cats whilst the rest of your family kindly wait in their car.
With this in mind we would like to settle (cat’s name) into their private suite ourselves and ask that you hand over your cat carrier at the front of the property. Please ring the bell located on the side of the gate and we will collect your cat (s) from you. Rest assured that we will be in touch straight after they are settled to let you know how they are getting on! For your reassurance please find a video showing some of our happy guests and our hotel design here …
———————- Check Out
Following advice from the British Veterinary Association and in order for us to offer a non-contact check in we kindly request that only one person checks-in your cats whilst the rest of your family kindly wait in their car.
With this in mind we would like to check out (cat’s name) from their private suite ourselves and ask that we hand over xxxx in their carrier at the front of the property. Please call us when you are 5 minutes away and ring the bell located on the side of the gate and we will have xxx snug and ready in their carrier. We will miss xxx lots, hope you have a safe journey home and look forward to seeing you and xxxx again soon!
————————
At this uncertain time, we highly recommend increasing the frequency with which we send updates. It may be reassuring for our customers to receive photographs every other day and why not send a weekly postcard to put a smile on the face.
Please pop any images over to us too so that we can share on Facebook, Twitter and Instagram.
Check In / Out best practice
- Practice good hand hygiene at all times, washing hands before and after each customer, and thoroughly disinfect surfaces between every check in and out.
- Carry out full environmental cleaning – draw up a list of commonly touched surfaces such as door handles and light switches.
- Ensure the emergency contact details are up to date in the event that guests owners or cases from households of confirmed or suspected cases are due to check out their cats.
Future Bookings
Customers are understandably concerned about confirming bookings for May onwards and paying a deposit. We ask that you chat with the customer and if necessary offer some flexibility with this. This is not a change to our terms and conditions but does offer the flexibility to do the right thing to reassure customers and encourage them to book with us.
Marketing over the coming weeks
We will continue to share our story and happy cats on all of our social channels to reassure our customers. Once the ban on travel is lifted there will be a massive surge in bookings and we want to be able to make the most of this!
We would like to include some positive messages from you to your customers ! Abi will be kicking this off over the weekend on Facebook. If you would like to send over a line or 2 that we can share on our social channels from you that would be super. Example below!
‘A huge thank you to all of our lovely customers who have supported us as a small business at this challenging time and have worked with us, our hotel doors remain firmly open!
If there is anything we can do to support please do not hesitate to get in touch. Stay well and keep cuddling your furry family’ – Abi , Longcroft Luxury Cat Hotel Welwyn Garden City
We welcome all suggestions …
- Gift vouchers for future bookings (priority booking?)
- Half price suites for those in the service industry. (NHS, teachers and delivery drivers.)
- Secure your Summer suite!
- Upgrade to all inclusive or complimentary full body groom or ultimate Spa Day for customers who have lost deposits or who have kindly paid you in full for holidays they haven’t taken / been able to take.
Accounts …
Don’t forget to keep a note of any bad debt / unpaid invoices relating to cancellations to offset against your tax.
We will keep you all in the loop regarding grants, small business rent relief and any other benefits that might be beneficial.
Sending lots of lovely purrs.
Abi & Lucy … we attach a pic of us in the rain at Longcroft Tring .. Happy days !!
