Title of Paper
Abstract (150 Words)
This study investigated all the Forbes five-star hotels’ crisis response strategies in Tokyo for retaining guests amid the COVID-19 pandemic in 2021. The official websites and Instagram accounts of the hotels were collected from January 2021 to 2022. The author stayed at each of the examined hotels for a night. Five strategies are discovered: (1) excellent hygiene and safety qualities confirmed by a third party, (2) collaboration with other brands, (3) exclusive afternoon tea experience with personalized service, (4) all-inclusive hotel stay package plan, and (5) a dog stay program. In 2021, the hotels received health security verification from Forbes Travel Guide, initiated collaborations (such as ryokans), and introduced an all-inclusive stay plan such as cruises, breathtaking afternoon tea with a flower bouquet according to each guest’s taste, and dog-friendly stay plans. These strategies enabled guests to fulfill their interests and drove their decision to stay, even during the pandemic.
What are Forbes Five-star Hotels’ Crisis Response Strategies to Retain Customers in Tokyo amid the COVID-19 Pandemic in 2021?