How to deal with a very ill hotel guest
If you have ever run into a situation where a guest was severely ill and wasn’t sure how to handle the situation, here is a helpful guide on what to prioritise.
Prioritise their health and safety
When dealing with a very ill hotel guest, their health and safety should be the top priority. Ensure that they have access to medical care if needed and follow any instructions provided by medical professionals. If the guest needs to be transferred to a medical facility, provide assistance with transportation and any necessary documentation.
Show empathy and concern
Showing empathy and concern for the guest’s wellbeing can help to make them feel more comfortable and supported. Offer assistance and ask if there is anything that can be done to make them more comfortable by providing extra pillows, blankets, or any other items that might help them.
Communicate with the guest
Communication is key when dealing with a very ill hotel guest, as it will help you understand their needs and provide information on available resources, such as medical facilities or emergency services. Keep the guest informed of any changes or updates to their situation.
Respect their privacy
Respect the guest’s privacy and confidentiality when dealing with a medical situation. Ensure that any medical information is kept confidential and only shared with authorised individuals, such as medical professionals or the guest’s travel insurance company.
Inform other staff members
Inform other staff members of the situation and ensure that they are aware of any special needs or requests from the guest. This can help to ensure that the guest’s needs are met consistently throughout their stay.
Offer flexibility
Offer flexibility with the guest’s reservation or stay if necessary. Consider waiving cancellation fees or offering a later check-out time if the guest is unable to leave the hotel as planned due to their illness. This can help to reduce the guest’s stress and make their stay more comfortable.
Coordinate with the guest’s travel insurance
If the guest has travel insurance, coordinate with their insurance company to provide any necessary documentation or assistance with the insurance claim process. This can help to ensure that the guest’s medical expenses are covered and reduce their financial burden.
Follow up
Following up with the guest after their stay can help to ensure that they have recovered and offer any additional support or assistance if needed. Consider sending a personalised note or email to check on the guest’s wellbeing and offer any additional support or resources.
By following these tips, you can better provide appropriate care and support for a very ill guest.
