{"id":75062,"date":"2020-10-30T23:46:30","date_gmt":"2020-10-31T03:46:30","guid":{"rendered":"https:\/\/magazine.tablethotels.com\/en\/?p=75062"},"modified":"2024-10-22T16:26:12","modified_gmt":"2024-10-22T20:26:12","slug":"cruel-summer","status":"publish","type":"post","link":"https:\/\/magazine.tablethotels.com\/en\/2020\/10\/cruel-summer\/","title":{"rendered":"Cruel Summer"},"content":{"rendered":"

Few industries have been impacted by COVID-19 like the hotel industry. As the virus spread, and confusion along with it, nobody was sure exactly what to do. We spoke with a handful of hotel owners and operators to find out how they handled what turned out to be an unprecedented summer.<\/em><\/h4>\n

One of the most fascinating things we learned in speaking to hotel managers for this piece was that many hotels were not built to close. City hotels especially are designed to welcome guests every hour of every day throughout the year, and were not equipped with front doors intended to be locked up for the long term. Even shutting down utilities like water and electricity came with a lot of questions. It’s an important bit of context to remember when reading about how these establishments were forced to confront the coronavirus in the early, uncertain weeks.<\/p>\n

Today, as our collective corona nightmare drags on and our daily reality shifts from one new normal to another, you forget just how chaotic those first days of the pandemic felt. The moments before cases spiked and rumors said the disease might be like the flu, or when lockdowns began but we thought we might still have a typical summer to look forward to. We did, right? Because it\u2019s easy to lose track of how we felt at the very beginning.<\/p>\n

How long has it even been? Five months? Six?<\/p>\n

\u201cSeven, actually,\u201d interjects Bruno Vergeynst, Managing Director of the The Line Hotel<\/a> in L.A., before chuckling an \u201cI don\u2019t know,\u201d as though he hasn\u2019t been counting each agonizing day. As an industry, hotels have been hit unusually hard by the pandemic \u2014 in April, unemployment in the U.S. hotel sector reached 48.9 percent. By October, it had fallen to 30, as many cautiously reopened their doors, having had time to assess the risks and the guidelines, and put plans in place to keep guests safe.<\/p>\n

When Tablet spoke to Mr. Vergeynst in October, his hotel had finally reopened after closing in March. As with everyone we spoke to, closing was a disorienting whirlwind of quick decisions, heartbreaking conversations, and impossible choices. \u201cAs soon as you close the door, you don\u2019t know when you\u2019ll reopen,\u201d he remembers a colleague saying. It\u2019s a reality that made those initial decisions all the more agonizing.<\/p>\n

Americans began to realize the pandemic was a serious concern sometime in February or March \u2014 and yet there was little information and even less understanding of what was happening. To realize what hoteliers went through, you have to try to remember what that was like. Before social distancing and wearing masks were a shorthand for following the established rules. When no one knew if COVID-19 would last a month or a year. Before the new normal.<\/p>\n

\"Wythe\"
Words of support at the Wythe, which spent much of its closure providing lodging for frontline workers.<\/figcaption><\/figure>\n

Talk to hoteliers and they\u2019ll tell you that, of course, they wanted to weather the storm. They wanted to stay open, to welcome guests, to keep their people employed. \u201cAnd then it kinda came quickly, right?\u201d says Peter Twachtman, CEO of Lark Hotels<\/a>, a chain of boutiques with properties in New England, New York, and California. As cases skyrocketed, many hotels realized closing might be more than a worst-case scenario \u2014 it was an imminent reality. Bookings plummeted overnight. Cancellations poured through the phone. Conclusive information on what was safe and what was dangerous was remarkably hard to come by.<\/p>\n

In regular life, thriving businesses do not close out of nowhere. At Lark headquarters, the decision was made in a staggering 48-hour period. We asked if they had considered keeping some hotels open and closing others. \u201cWe talked about as many scenarios as we could think of,\u201d remembers Twachtman. \u201cAnd at the end of that time, the one thing we kept coming back to was we don\u2019t know enough to make an informed decision to keep one open versus another\u2026 and so the best thing we can do, because we don’t know, is shut it all down.\u201d It was an excruciating choice.<\/p>\n

All around the country, similar choices were being made as virus cases spiked relentlessly. At Troutbeck<\/a>, a small hotel in New York\u2019s Hudson Valley, Guest Services Manager Joy Mulvey had just sent out the next week\u2019s work schedule to her team. She had to call them the next day to take it back. The hotel was closing.<\/p>\n

There\u2019s nothing natural about a hotel turning away guests. City hotels, like the Wythe<\/a> in Brooklyn and the C.O.Q.<\/a> in Paris, never do it. It\u2019s in their DNA to stay open 24\/7, 365. But just weeks after celebrating the achievement of their restaurant\u2019s three-star review in the New York Times, the Wythe was having a new door installed \u2014 one with a lock.<\/p>\n

\"Wythe\"<\/p>\n

\"Hotel
Top: Eventually, the Wythe’s restaurant was able to reopen \u2014 with as much space outdoors as they once had inside. Bottom: Masked staff and socially distanced seating at Lark’s Hotel Salem<\/a>.<\/figcaption><\/figure>\n

\u201c9\/11 is not a comparison to this at all,\u201d says Peter Lawerence, owner of the Wythe, \u201cbut that\u2019s the only one I have where you had to turn everything upside down as quickly as we had to turn everything upside down.\u201d<\/p>\n

Mr. Vergeynst, too, felt the same uncertainty in the industry as he did as an employee at a New York hotel in September 2001. \u201cI had this memory that the six weeks after 9\/11, every Friday\u2026 there was a round of layoffs,\u201d he tells Tablet. As cancellations climbed at the Line this past spring, he knew from experience that they had to have a plan ready.<\/p>\n

Here\u2019s where it helps to remember your own experience at the beginning of this crisis. When we all held onto the hope that the world would return to normal in a matter of \u2014 what? Weeks? A couple months? If you had a wedding invite for April, the first postponement may have set a date for June or July. The next for September. A little later, and it was into the next year \u2014 or to 2022. Hotels had to make the same adjustments with people\u2019s livelihoods. As time crawled on, what were announced as calculated, impermanent layoffs or strategic furloughs became larger waves of permanent terminations. \u201cThere\u2019s not enough understanding in the story of what that really meant for people,\u201d says Mr. Twachtman. \u201cIt\u2019s heart-wrenching.\u201d<\/p>\n

For everyone in the hotel industry \u2014 on either end \u2014 those phone calls were the lowest moments of the last seven months. Those lucky enough to keep their jobs found their duties drastically changed. Communication with vendors and unemployment offices \u2014 and, above all else, guests eager to cancel or postpone their stays \u2014 became the overwhelming tasks of the day. In a sign of the bizarreness at Troutbeck, a chef sat at the front desk taking cancellation calls.<\/p>\n

\"Troutbeck\"
A newly invented picnic space at New York’s Troutbeck hotel.<\/figcaption><\/figure>\n

Meanwhile, those who kept their jobs spent their time planning a return. At first, guidance for reopening was scarce. \u201cMan, it was like the wild west,\u201d sighs Mr. Twachtman, remembering the beginning of the process of trying to plot a safe return. \u201cWe were getting different info all over the place, all the time.\u201d Rules and regulations varied in each state. Eventually, Lark decided to simply take the strictest regulations \u2014 mostly from Maine \u2014 and apply them to every property, no matter the location. In the case of the Wythe, which spent much of its closure as a haven for doctors and nurses<\/a> working nearby, lessons were taken directly from the essential workers on the front line. \u201cYou have to treat every single person that you interact with as if they\u2019re sick,\u201d Mr. Lawerence remembers them saying. \u201cAnd if you\u2019re doing that, then you have the best chance of no one getting sick.\u201d<\/p>\n

As knowledge and data increased over how exactly COVID-19 spreads, hotels were able to more confidently implement measures to keep their staff and guests safe. That spread of knowledge meant \u2014 finally \u2014 a move to return. Slowly and gradually, hotels began to open up again, with many precautions and an outsized emphasis on outdoor space. We’ve dedicated our own Tablet Recovery Pledge<\/a> to tell you exactly what hotels have done to prioritize health and safety. For now, suffice to say that they’ve spared no effort \u2014 to expand their outdoor dining areas, to create picnic spaces, to implement reservations for the now most sought-after activities (space by the pool, tennis courts, bike rentals) that used to be first come first serve. In return, they\u2019ve been rewarded with a cautious return of their guests, albeit with a change in the usual patterns. Bookings are more last-minute. There\u2019s a larger market for weekend staycations. Some hotels are even beginning to offer rooms just for the day \u2014 a nine-to-five accommodation aimed at anyone tired of working from home.<\/p>\n

It doesn\u2019t matter much to the hoteliers. \u201cI have to tell you, the best feeling was when I was able to call people back and say hey \u2014 you start next week,\u201d says Mr. Vergeynst. It\u2019s a sentiment echoed across the industry. Things are not back to normal yet. That might take another seven months. A year. Two. The approach of winter brings an entirely new variable.<\/p>\n

But for now, those who have reopened are glad to put more and more distance between today and those early days in March. And to deal with the happy, if frustrating, problems of how to do hospitality behind from a mask. \u201cI walk past people smiling and realize they have no idea I\u2019m smiling at them,\u201d laughs Ms. Mulvey, \u201cso that was obviously a strange thing to get used to.\u201d<\/p>\n

If you\u2019re trying to sum up the last seven months in a sentence, that\u2019s about as good as it gets.<\/p>\n

 <\/p>\n

Enjoy our special companion piece<\/a> to this article about the C.O.Q. Hotel in Paris and their tremendous efforts during lockdown to house local healthcare workers in lieu of paying guests.<\/em>
\n

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Few industries have been impacted by COVID-19 like the hotel industry. As the virus spread, and confusion along with it, nobody was sure exactly what to do. We spoke with a handful of hotel owners and operators to find out how they handled what turned out to be an unprecedented summer.<\/p>\n","protected":false},"author":58,"featured_media":101697,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[3670],"tags":[3768,3671,3668,3654,3544],"thb-sponsors":[],"class_list":["post-75062","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-pandemic","tag-halloween","tag-pandemic","tag-road-to-recovery","tag-travel-in-place","tag-travel-life"],"acf":{"new_subtitle":"Inside the Halting of the Hotel Industry","property_id":[{"id":"7091"},{"id":"8813"},{"id":"7593"},{"id":"8029"}]},"yoast_head":"\nInside the Halting of the Hotel Industry \u2014 The Agenda by Tablet Hotels<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/magazine.tablethotels.com\/en\/2020\/10\/cruel-summer\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Inside the Halting of the Hotel Industry \u2014 The Agenda by Tablet Hotels\" \/>\n<meta property=\"og:description\" content=\"Few industries have been impacted by COVID-19 like the hotel industry. 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