March 2020
Coronavirus: Being Prepared
MWT is keeping a close eye on developments surrounding the COVID-19 virus. We are in regular contact with Visit Wales and the Wales Tourism Alliance and are checking daily for latest updates from the World Health Organisation, and other sources.

We do appreciate that many of our members are concerned; unfortunately, potential loss of income is a threat to our industry.

We are here to help and support you. Working with the wider tourism industry for over 25 years, we know and value the importance of working together.

This newsletter compiles a few links to latest advice and aims to address some of your frequently asked questions.
Your Feedback
We have reports from some members that are proactively planning for the potential impact of this virus, whilst others are not unduly worried.

To ensure the authorities are capturing the impact of COVID-19 on tourism and Business Events in a consistent and comprehensive way, Visit Britain have created a very short questionnaire and we encourage you to complete it. Deadline is close of play tomorrow, Wednesday 11th March 2020.
Our Advice
  • If you are concerned about cash flow we advise you to talk to your bank sooner rather than later.

  • It you are concerned about insurance, talk to your insurance provider and see where you stand.

  • Remind your guests to take out their own holiday insurance.*

  • Communicate with your guests to provide reassurance, if appropriate.*

  • If you have a cancellation policy in place, please review it.

  • If you don't have a cancellation policy, put one in place.

  • If you employ staff, read ACAS guidelines (link below).
*A well-worded message on your website, or via email, could be the reassurance guests/visitors need not to cancel their visit. Consider telling them what measures you are putting in place, e.g. staff training, providing hand washing facilities.

This example from Disneyland may be helpful - please adapt for your own business and tone of voice.

There is no hard and fast rule on this, do what feels right for you - but you could consider having a statement ready and waiting to go at short notice; for your own communications and for the press. Being prepared will help you and your business during this period of uncertainty.
Cancellations & No-shows
To avoid problems with cancellation or curtailment (when a guest cuts their stay short), you are strongly recommended to have a cancellation policy. The link below is not specific to the Corona virus, but contains useful advice. It is written with accommodation providers in mind, but can be adapted for other business types.

When guests cancel, remember they may be a customer in the future. In most cases, the reason for cancelling is genuine and important i.e. the Coronavirus. You may be able to negotiate something to suit you both.

It's also important to remember the crisis will pass and your business is for the long-term. If you keep the goodwill of your customers in difficult times, it can pay off in the future.
We found the following blog article from Trekksoft particularly useful, and whilst it is written with tour and activity provides in mind, it contains information of potential interest to all members about managing cancellations and refunds:
Other Useful Links
Scam warning/Phishing Email
Thanks to Brynarth Country Guest House in Aberystwyth for sharing a warning in the MWT Members Facebook Group regarding a Coronavirus scam/phishing email:

"Accommodation providers be aware of the latest emails going around claiming to be guests who have booked with you. They either want you to confirm that you are still open due to the Coronavirus or want to cancel their booking and you to reconfirm this."

Please do not open such emails.
The MWT members only Facebook group can be the easiest and quickest way for us to send latest information/updates. With a fast moving situation such as Coronavirus, we encourage you to join the group if you haven't already done so, and use this resource as a way to keep in touch with your fellow members and support one another.