It doesn’t have to ruin your time.
Travel is never seamless, but it often feels much smoother if you feel more prepared for what to expect while on the road. And you shouldn’t have to be caught off guard while booking your accommodations (which is one of the most significant parts of planning a trip).
Picture this: you arrive at your hotel to check in, only to realize it’s currently undergoing renovations. Some of the things you were looking forward to (the stunning pool, the immaculate fitness center, the legendary on-site restaurant, or your favorite room and its gorgeous view) aren’t available.
As a travel writer, I’ve spent quite a few nights on the road at hotel properties while they’ve been undergoing some sort of construction, which is always an interesting encounter but doesn’t necessarily have to ruin a trip. Sometimes, you must know how to make the most of it.
These hospitality experts shared insider insight into navigating spending time at a property undergoing structural enhancements.
Whether it’s a five-star resort or a cozy upscale lodge in the wilderness, here’s how to not just survive–thrive—while spending the night at a hotel undergoing a facelift.
And if you’d instead just prevent this scenario altogether? We have insight into that, too.
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How Can I Find Out if There Is Construction During My Booking Dates?
There are a few ways to do this: First and foremost, check out the property’s social media accounts, such as Instagram and LinkedIn. Peek at the website (in my experience, there’s often a banner at the top notifying potential guests of the renovation details and disturbances it may cause). Take a look at recent property reviews online. This can offer real-time insight into what you’re booking.
Also, pay attention to the details in your pre-arrival emails or other preparatory documents you may receive from your travel agent.
Bob Cosgrove, the general manager at Sonesta Resort Hilton Head Island in South Carolina, says his team sends each guest a “pre-arrival” letter approximately 72 hours before arrival outlining the renovations and reminding guests of information to prepare for the changes.
Brian Sommer, the general manager at Vintners Resort in Sonoma County, California, says their team goes above and beyond communication standards—actually calling guests on the phone the old-fashioned way.
“Nothing beats a personalized phone call,” he says. “Construction changes daily if not hourly and establishing rapport with the guest provides an opportunity to thank them genuinely and focus on the positive side of the enhancements.”
Why Do Hotels Stay Open During Construction?
These more “seasoned” properties–meaning older or historic properties–need to update the building and its operational facilities to keep details like sustainability practices and technology up to standards (and compete with those newer hotels). From a business standpoint, it’s nearly impossible to completely shut down to accommodate the updates because events and groups often book on-site events very far in advance.
Most hoteliers who shared insight for this piece say their team is always mindful of putting visitors in less impacted areas or strategizing to navigate the significant construction components around peak business days, keeping the majority of disturbances to when guests are out of the hotel.
“In order to offer a competitive product, renovations must happen every five to 10 years,” says Sommer. “We would be doing a disservice to our loyal guests if we didn’t innovate and refine our product offering. We would be doing a disservice to our loyal guests if we didn’t innovate and refine our product offering.”
Can I Be Compensated for Discrepancies?
Once, I was staying at a hotel in Las Vegas that had shut down its bar and restaurant for renovations. At check-in, we were given a coupon for a free beer or glass of wine and a discount on food, which we could redeem in their “temporary” restaurant located in a ballroom meeting space. It wasn’t nearly the same ambiance as their usual dining quarters, but it was a free drink and an unexpected perk. I felt well taken care of and understood.
Gerry McFarland, the director of sales and marketing at Omni Interlocken Hotel in Broomfield, Colorado, supports this notion.
“We must ask ourselves: ‘What are their specific needs while staying with us?’ It is common for us to pop up restaurants or add some lagniappe [a little something extra] to make their stay more enjoyable.”
Sonesta Resort Hilton Head Island modified its resort fees to reflect the hotel’s available (and not-so-available) amenities until renovations are complete, so guests aren’t paying for access to a pool they can’t use.
I was once traveling for a business conference and my hotel’s fitness center was closed for a refresh. I was disappointed I couldn’t get my on-the-road anxiety-busting workouts in, and I asked the front desk staff for some insight into where I could go nearby instead. They gave me a day pass for a local gym they had partnered with.
Many properties, such as the Omni Interlocken Hotel and Sonesta, feature special return offers, which encourage guests to return and fully appreciate the property once the renovations are complete.
Mildly Inconvenient Changes Ultimately Might Not Matter
Why do we usually choose to travel to a particular location? Traditionally, to appreciate the location for its glory, attractions, and educational and cultural offerings (rarely spending the entire time at the property unless the property itself is the destination).
Rita Moore, corporate director of sales at Azul Hospitality Group, says the the ongoing refresh at Red Cliffs Lodge in Moab, Utah, hasn’t impacted hotel’s most excellent amenity—the nature surrounding the property and its proximity to unique off-site attractions such as Arches and Canyonlands.
“Even the immediate surrounding area offers an intimate connection to the iconic red cliffs and the serene flow of the Colorado River,” she says. “As we embark on exciting renovations, this connection to the magic of the natural surroundings remains uninterrupted.”
Cosgrove believes the same. “Putting aside the renovations, there’s still so much to do and see on the island. In most cases, guests are out exploring the island during the day when most of the work is being done,” he says.
Set the hotel as a home base for off-site adventures, and the daytime renovations still won’t ruin your vacation.
Give Feedback
Ultimately, good hospitality is about ensuring clear communication, transparency in managing expectations, and even offering incentives to return. From the guest’s responsibility, it’s essential to keep up to date on the status of the properties you’re considering and pay attention to the messages they share.
Hospitality is a dynamic industry, and guest satisfaction is a changing target. Ed Blair, the area general manager overseeing The Crawford Hotel at Denver Union Station, says his team wants to know how they did so they can keep improving the guest experience.
“It’s about building trust,” says Blair. “Hotels are listening, and guests can make a difference.” One set of guests sharing their wins and woes can improve the experience on-site for the next set of visitors.
And if you really just want to back out of a visit after finding out the property will be partially out of commission while you’re there? Don’t be afraid to change your plans—as long as you work effectively with the hotel’s cancellation policy. Let them know you’ll be back after the upgrade is complete. They won’t hold it against you.
“We honor all cancellations based on the state of the resort. We want our guests to truly enjoy their time and do not want the renovations to be a burden,” says Cosgrove.
“[Jean Anthelme] Brillat-Savarin, the French philosopher, captured it best,” says Moore. “As hosts, we take responsibility for our guests’ happiness while they are under our roof. This belief drives everything we do during renovations. The trickiest part is balancing the transformation process with ensuring guests feel cared for, respected, and appreciated.”
