Baha Mar Mishandles Delay

Baha room The Baha Mar resort in the Bahamas has been delayed for months, and critics say the communication isn't going well. According to a Hotel Chatter article, the original opening was scheduled for March 27, and then May 5, and now it looks like reservations will be accepted for July 1 - 3. 

Hotel guests are angry. Some claim they didn't know about the delay until 48 hours before they left for their trip and that they found out on Facebook. 

Hotel Chatter quotes Mike Webster, a hotel consultant: 

"The starting point in dealing with any kind of crisis is good communication. And taking a passive-aggressive stance like posting something on your Facebook page is the opposite of proactive communication. To rely on Facebook to get the message out is just ridiculous."

A Wall Street Journal article questions whether this embarrassing delay will affect China's hopes for new business in the United States and the Caribbean. 

The property did receive some nice comments on its Facebook page, complimenting the staff's help in finding new accommodations. Baha Mar is offering one free night to guests to compensate for the delay.

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Discussion Starters: 

  • Read comments on the Facebook page. How would you suggest the management team respond at this point? 
  • What principles of crisis communication would you recommend the hotel staff follow in the future?