August 19, 2020 - After Austria and Italy put Croatia on the "red list", i.e., introduced mandatory COVID-19 testing for anyone returning from Croatia, Falkensteiner reacted proactively and introduced a free coronavirus test (PCR test) for guests inside its facilities two days ago.
HRTurizam reports that this is a great move that especially benefits foreign tourists, who can now be tested in the safety of their accommodation. This avoids many questions, especially for families with children, such as: Where can I find a testing clinic? How do I get there? Is it safe? Is it crowded?, which is further emphasized in a crisis situation.
“In order to facilitate the return of our guests from those two countries, we decided to donate COVID-19 tests, and in cooperation with the Institute of Public Health, organized daily visits to the resort to take samples on the spot, so guests do not have to go to the Zadar Institute," Falkensteiner pointed out.
For those guests who do not want to be tested in the hotel, i.e., in Croatia, Falkensteiner has provided a discount of 50 EUR per person, so that guests can be tested in their countries, and thus covers the cost of testing.
Measures in Falkensteiner hotels in four languages
Falkensteiner's reaction to the COVID crisis and the preparations before the hotel opened should also be highlighted. For the needs of the guests, through a video and website (in four languages: Croatian, German, English and Italian), they explained all the procedures, gave answers to key questions and epidemiological measures they took to make guests feel safe. All information can be found HERE.
Falkensteiner should be used as an example for all as an excellent case study of crisis communication, i.e., making crisis decisions in hotel management. If Falkensteiner only looked at the profit, because the cost of testing is certainly an unplanned cost, they might have earned a few thousand euros more this season. However, with this decision, they have definitely profited in the long run. This is not a cost, but an investment and, logically, a human reaction.
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