Navigating Hotel Renovations: A Planner’s Perspective

By: Shelly Archer, Managing Partner, 360 Destination Group; featuring Amy Somer, Senior Event Manager, Liberty Mutual Insurance

As an event planner’s closest ally, 360DG wants you to be prepared, no matter what. That means we want to understand your struggles so we can offer an impactful perspective. A common challenge we’re hearing from clients and colleagues lately is working around hotel renovations and remodels. If that last sentence gave you a pit in your stomach, take a deep breath. We brought in the big guns for this one! 

I interviewed a good friend and client, Amy Somer, Senior Event Manager at Liberty Mutual Insurance. She had some great insights on the planner and hotel relationship in general, how to protect yourself via contracts and transparent conversations, and how to take on difficult topics.

Hotel Renovations: Real Talk with Amy Somer

Q: Why is talking about hotel renovations particularly timely?

Amy: Much of the current state of the hospitality and travel industry comes back to the pandemic. Many hotels had planned renovations or were even midstream when COVID hit. Now that we’re four-plus years out, they are finally financially ready to begin or continue what they had invested in. Unfortunately, global material and labor shortages are still impacting the construction industry, so the timing of these projects can be unpredictable. I am currently facing this challenge with the pool and spa at the hotel I’ve booked for one of my incentive trips, so this is certainly at the top of my mind!

Q: How does the type of event play into the impact hotel renovations and remodels can have on your program?

Amy: This makes a big difference! The type of group you’re hosting and the goals of your program will dictate what’s important. A pool and spa are key for an incentive trip centered around luxury and relaxation. But you might be okay doing without if it’s a business meeting.

Q: Why is it crucial for planners to have a great relationship with hotel sales managers?

Amy: Obviously, it helps to have a strong partnership with everyone at the hotel, from the conference services manager to the operations team. However, your relationship with the sales manager is most important. When it comes to remodels or renovations, the best sales managers are the ones who say, “I don’t want to have to call you in six months and tell you I’m going to move your group, so let’s get ahead of this and come up with a plan.” Everything in our business is based on relationships. But when your company’s budget is at stake and guest experiences are on the line, you need someone who will be honest and transparent, advocate for you, and help you develop solutions in this role.

Q: What key questions should planners ask when a hotel is renovating or remodeling?

Amy: 

1. What is the timeline for the project and which areas of the hotel will be affected?
2. Will there be any noise disruptions over the dates of our program?
3. What impact will the project have on our room block, meeting space, and overall guest experience?
4. Are there any specific benefits or advantages our group can leverage while renovations are taking place?
5. What is the contingency plan if the project is delayed?
6. What options do we have to relocate or rebook to another set of dates?
7. Will there be any special offers or incentives for events during the renovation period?
8. What costs will the hotel absorb to make the guest experience the best it can be during this time?

Q: How can hotels go above and beyond to help you formulate a plan B if renovations unexpectedly impact your group? 

Amy: While temporary amenities—like a satellite spa—might be fine for the individual traveler or even group attendees at a one-day event, that solution won’t work for a multi-day incentive program. For the trip I’ve been planning where the spa and pool will be out of commission, I told the sales manager that I wouldn’t be doing my job if I didn’t look at alternatives off-property. They could tell I was heartbroken due to this change of plan, so they said, “I know the market, so let me research for you.” This is an instance where a DMC would come in handy as well!

If your program is impacted by a remodel or renovations, the big question is, “How will the hotel help me make this right?” In addition to helping with research on other locations, they can also do things like: 

• Take care of your transportation costs now that you have to go off-site
• Negotiate with the new hotel to honor the same rate as the home hotel, even though the alternative may be more expensive

The hotel should be a true partner in solving whatever impact this work might have on a group.

Q: What can planners include in their contracts to protect themselves if remodels impact their plans for a group?

Amy: It’s best practice to have contract clauses that cover these disruptions. You should set the expectations and describe how you expect the hotel to avoid unreasonable interference with your group’s activities or events. For instance, you would have the right to cancel if a material impact occurs, such as construction impeding access to 10% or more of the room block or meeting space.

However, always be forward-thinking in your conversations with the hotel team. If they mention renovations that will be completed well before your event, that should trigger you to ask, “If it’s not, what are we going to do?” Having these conversations before an issue occurs and including language around it in your contract benefits both parties because it forces transparency upfront. It also means that if the worst does occur, it’s a bit easier conversation because it’s already been broached.

Q: How can hotels and DMCs work together to reduce the impact of renovations?

Amy: The hotel’s top priority will be keeping the maximum number of guestrooms unimpacted to continue operating at the highest capacity possible. Ultimately, I believe it’s up to the hotel to make it right. However, a DMC can ensure they focus on maintaining or improving the guest experience. 

Q: How can hotels improve the guest experience if some hotel amenities are unavailable during renovations?

Amy: There are many ways to do this, and most of them can actually benefit the hotel. For example, if a lobby bar isn’t available, but the bar in the on-site restaurant is, they can offer drink tickets to attendees as a welcome gift. That drink will likely lead to dinner, generating revenue while offering an experience guests wouldn’t usually get.

Q: How does timing play a role in navigating hotel renovations?

Amy: Timing is huge! If you’re hosting a meeting or corporate event, a jackhammer is the last thing you want to hear when the CEO is on stage. Work with the hotel staff to ensure that the timing of your program elements is communicated and understood so that any disruptive work can occur outside of the hours certain parts of your event are happening.

Big thanks to Amy Somer for sharing her insights on managing hotel renovations with ease. Her advice is invaluable for navigating those tricky conversations and planning for the unexpected. Now, let’s talk about how a DMC like 360DG steps in to make your life even easier.

No Hard Hats Required: How a DMC Can Help

Here are some innovative ways 360DG can ensure an amazing attendee (and planner!) experience while properties are being renovated.

• 360DG can ensure a seamless arrival experience that sets a positive tone. That includes coordinating closely with hotel staff to manage large group arrivals, even adjusting the lobby layout, to help avoid lines that might draw attention to ongoing work.
• For returning guests familiar with the property, add small touches like extra branding or hedge walls to help keep the focus on the experience, not the updates.
• Your DMC partner should ensure event spaces remain untouched by renovations and focus programming around them, keeping eyes on the main attractions. 
• If any “behind-the-scenes” work could be distracting, add visual solutions like greenery, hedge walls, or even art installations that are effective and can help minimize noise. 

Just checking in (pun intended🛎️!) Do you feel more prepared when navigating hotel renovations and remodels? We hope our expert planner Q&A and 360DG destination details make you feel more comfortable and confident about handling this particular type of growth in the hospitality industry. As always, we are here to help! Shoot us a message for more tips from our team of problem-solvers.