During Difficult Times, Suppliers Work Together

The importance of the relationship with key partners is crucial during these times, said Lizzie Cole, executive director of the Quintana Roo Tourism Board, on a recent webinar. “We’ve been working closely with the airlines, tour operators, hotels, and travel advisors to make sure everything is in place to provide our visitors a safe experience.”

Showcasing this partnership, Palladium Hotel Group and Delta Vacations were also on the webinar, providing updates as the travel industry looks to forge forward.

Palladium Hotel Group currently has two hotels open in Mexico. The Grand Palladium Vallarta Resort & Spa in Puerto Vallarta and the Grand Palladium Costa Mujeres Resort & Spa and adjoined TRS Coral Hotel in Cancun began welcoming travelers again on July 1.

Located in the state of Quintana Roo, known as the Mexican Caribbean, the region is also home to other popular vacations spots such as Costa Mujeres, Playa Del Carmen, and Tulum.

Cole said the state is currently using a traffic light system – red, orange, yellow, and green – to guide its phased reopening. Both the north and south zones are in the orange phase, and it’s updated every Thursday. This means hotels and parks can open and welcome visitors up to 30% capacity, as well as restaurants and shopping.

Cancun’s International Airport has also developed strict protocols of safety and sanitation, Cole said, and questionnaires of risk factors identification are given to each arriving passenger. Temperature checks are also required for all passengers.

Cole said Quintana Roo “welcomed a lot of travel advisors to the destination over the past few weeks and received very positive feedback from them.” She also shared the e-learning program available to become a certified professional for the destination.

Palladium’s other Mexican resorts in Riviera Maya will reopen Oct. 30, including Grand Palladium White Sand Resort & Spa, Grand Palladium Kantenah Resort & Spa, Grand Palladium Colonial Resort & Spa, and TRS Yucatan Hotel.

As for the group’s other properties, Grand Palladium Lady Hamilton Resort & Spa in Jamaica reopened July 10. In the Dominican Republic, Grand Palladium Punta Cana Resort & Spa, Grand Palladium Bávaro Suites Resort & Spa, and Grand Palladium Palace Resort, Spa & Casino are slated to reopen Oct. 9.

 Sergio Zertuche, chief sales and marketing officer for Palladium Hotel Group, said health and safety has proved to be the most important thing for the guest. As such, it’s doing temperature checks that are implemented at check-in, and in some areas like spas and gyms, and masks and gloves are mandatory for staff. Guestrooms are completely disinfected and not occupied for 48 hours between parties.

“These are huge complexes, so you can feel safer with walking space,” he said. There’s also five assigned isolation rooms per property in case someone tests positive for COVID during their stay.

To build traveler confidence, Palladium Hotel Group has free medical insurance available for any guest across all properties. The policy will protect guests from the moment they check-in until check-out, with expenses for any illness including COVID up to €3,000.

Whenever the guest is unable to continue the trip due to the virus and needs to go to a hospital or return home, the transfer will be covered by various means of transport such as train, plane, helicopter or ambulance. The policy will also cover the expenses derived from prolonging their stay and that of three of their companions up to a maximum of €75 a day for 10 days.

The Stay Safe Plus program will be available for a full year from the property’s reopening date. So for example, a property that opens again in October will have the policy until October 2021.

Pilar Arizmendi, vice president of sales and marketing of The Americas for Palladium Hotel Group, said this policy will also ensure travel advisors are confident in booking the hotels. Arizmendi said the flexible booking process with cancellation up to 24 hours prior to arrival and free changes will also support the trade.

“We have a collective responsibility to communicate what we know to ensure our customers have a safe travel environment,” said Jenny Ho, president of Delta Vacations, including the latest info of the Mexican Caribbean and other island destinations that have quickly changing policies.

Delta Vacations guests benefit from the same policies Delta Air Lines employs, such as unlimited change fees and 24/7 customer service.

“For our advisor partners, we know how important it is they have access to traveler refunds, Ho said. “Given the amount our advisors are having to deal with, we turned vouchers electronic and through the booking tool the advisor community can have real time access to the vouchers of their customers.”

In a time when some call centers had up to four hour wait times during the height of the pandemic, Ho said the Delta Vacations call center at its worst was 30 minutes. “Not only are we answering calls, but we’re providing customer service.”

Delta Vacations can also boast it got through the backlog of refunds by the middle of June, something many of its competitors cannot say. This makes the job of the travel advisor all the more easier during a time of stress.

“In normal times, travel advisors are relied upon as the partner in planning vacations, but during COVID it’s the knowledge they provide, these are the experts,” Ho said. “There are so many unknowns, it only makes sense to work with people that are experts, and it’s a travel advisor’s job to stay in the loop and advocate for their clients. The reliance is stronger than ever.”