Hospitality & Property Management
Your guests and tenants expect safety. One incident can destroy years of five-star reputation.
Hotels, resorts, property management companies, and real estate firms operate in a world where guest and tenant safety incidents, property damage, and service failures spread instantly online—and recovery takes years. Your reputation is your competitive advantage, and it can evaporate in a single viral video.
Crisis Scenarios We Help You Prepare For:
- Guest or tenant injuries and deaths on property (slip-and-falls, pool accidents, elevator failures, medical emergencies)
- Security incidents including assaults, theft, unauthorized access, domestic violence, or active threats
- Natural disasters requiring evacuations, guest/tenant communication, and property damage assessment
- Fires, floods, or structural issues forcing property closures and displaced residents
- Health code violations or outbreaks (foodborne illness, legionella, bedbugs, water contamination)
- Employee misconduct affecting guest safety, experience, or creating hostile environments
- Online reputation attacks from negative reviews, social media complaints, or viral incidents
- Data breaches compromising guest or tenant personal information and payment data
- Service failures during peak periods (power outages, HVAC failures, water disruptions)
- Vendor or contractor incidents occurring on your property
Your Reputation Reality:
One viral TikTok video, scathing review, or local news story can crater bookings and occupancy rates for months. Your response in the first 2 hours determines whether the story is "incident handled professionally" or "management failure puts guests at risk." Online review platforms and social media amplify every complaint, and potential guests read them all.
What We Build For You:
Guest and tenant notification protocols that balance transparency with legal protection, online reputation monitoring and response frameworks to catch issues before they explode, staff crisis training so front-line employees know exactly what to say (and what not to say), emergency evacuation and reunification procedures, rapid response templates for social media and review platforms, and business continuity plans that minimize revenue loss during property disruptions.
Results That Matter:
Hospitality clients using our crisis frameworks report 70% faster online reputation recovery and significantly lower negative review spillover after incidents compared to properties without structured response plans. When managed correctly, many incidents never become public relations problems.
Protect your reputation and your revenue.
Download: Hospitality Crisis Response Playbook