How to maintain an optimal customer experience in the context of a health crisis?

Find out how to continue building a customer experience based on personal relationships, respect, loyalty and satisfaction in this unique environment.


Cleanliness, communication and flexibility have always been the hallmarks of an optimal customer experience, but the pandemic has turned their application on its head. Find out how to continue building a customer experience based on personal relationships, respect, loyalty and satisfaction in this unique environment.

A perfect cleanliness

While cleanliness has always been an indisputable pillar of the short-term rental customer experience, the COVID-19 scare has dramatically increased traveler demands, requiring owners and managers to implement strict and time-consuming cleaning measures.

If these hygiene measures are indispensable constraints to be respected, making these precautions visible helps to reassure your travellers. It is important to show that disinfection efforts are constantly being made to ensure their safety. For example, you can place stickers on the most frequently affected areas such as doors or cupboards, ensuring that they are disinfected regularly, or leave a card notifying the date of the last disinfection of the accommodation.

Reassuring communication

By communicating them clearly and precisely, these new measures will reassure your travellers by promising them a risk-free stay. In this context, these measures can make the reception cold and sanitize the entire customer experience. It will take creativity and sometimes even a little humour to turn these new constraints into a positive experience, without overlooking their importance.

Ultra-personalized email and SMS

It's obvious, email and SMS communications are more than ever essential tools for managing your communications with your travellers. They allow you to maintain a personalized communication while reassuring your customers at each step of their journey. These two channels will allow you to reassure your guests by notifying them of all the measures you put in place to guarantee their safety during their stay.

In addition, these tools allow you to automate these communications, which frees up your time to focus on creating a unique stay! Indeed, by integrating your CRM with your PMS, you can automatically personalize your communications with booking data. You can also trigger certain messages to be sent at specific times during your travellers' stay.

A clear and informative website

Add an information banner on all pages of your website. This should redirect your potential travellers to a page dedicated to your measures in the current health context. Make sure that this page is regularly updated with the latest requirements. This way, you ensure that your visitors are immediately reassured, otherwise your direct bookings could be compromised.

If you have written any, include a section in your FAQs dedicated to your customers' recurring concerns about COVID. This not only reassures your visitors, but also shows that you care about their feedback and concerns. Finally, capitalize on this detailed content by adding their links to your social media bios.

Dynamic social networks

Chances are that the first impression you give to your customers is on social networks. In this sense, these communication channels offer you the opportunity to allay the concerns of your potential guests before they book. It is essential to regularly publish positive and informative content about your health crisis management. For example, you can publish photos or videos of your disinfection protocols, or highlight local activities adapted to the health context.

If this is not yet part of your communication strategy, collaborate with members of your local tourism ecosystem such as restaurants, activity providers, guidebooks, etc. Share their content and together forge a unique and seamless value proposition for travelers.

Increased flexibility

The health situation is constantly evolving, and your communication needs to evolve accordingly to optimize your travelers' journey and strengthen their loyalty. The changing nature of the crisis also requires you to be more flexible in your processes: you need to be adaptable to uncertain travel situations, potentially cancelled flights, and your cancellation and refund policies need to be more flexible to ensure an optimal customer experience. Strict policies will only discourage your reluctant or worried travellers in the face of constantly uncertain travel conditions.

In short, to maintain an optimal customer experience in this health crisis context, you need to rely on the ultra-personalization capabilities of your management tools to support a reassuring communication strategy for your travelers.

Have we piqued your curiosity?

Discover Swikly, the #1 online bonding solution for rental professionals!

Legal information

Editorial references

The swikly.com website is published by SWIKLY, a simplified joint stock company with a capital of 10,000 euros.
SWIKLY is registered in the Lyon Trade and Companies Register under number RCS 819 514 076
The head office is located in Lyon (France), 92 Cours Lafayette 69003 - Telephone: +33 4 20 88 00 48 - email: contact@swikly.com
Director of publication: Mr. Shaun WOURM, President of SWIKLY - shaun.wourm@swikly.com.
The hosting of the Site has been entrusted to Microsoft Ireland Operations Limited (Microsoft AZURE offer), whose registered office is located at DUBLIN 18 99000 BLACKTHORN ROAD, Ireland, registered in the Trade and Companies Register of "Foreign company n/immat.RCS" under the number 419 423 728, reachable by phone at +353 1850 940 940.
SWIKLY - April 2016 - All rights reserved

Personal data

The creation of a personal account and the use of the site imply the collection of personal data and the processing of data.
The purpose of this processing is the management of the Swikly smarphone Application, of the Website Services and the activity of the SWIKLY company. This processing of personal data is the subject of a declaration to the CNIL by the Company under the number 1948037.
The following personal data of the user is accessible to any other registered user:
-first name and first letter of a user's name.
The following personal data of the user is accessible to any user who has accepted a Swik of the said user concerned:
-first name, last name and reputation of the user.
Personal data is transferred by the Company to its service providers and subcontractors, in accordance with the aforementioned declaration made to the CNIL. All access to the user's personal data by these subcontractors and service providers is subject to the use of a login and password, with the data also being transmitted via an encrypted link.
No personal data is collected for purposes other than those mentioned above, nor is it passed on to third parties without your consent or used without your knowledge.
In accordance with the law n°78-17 of January 6, 1978 modified, relating to Data processing, the Files and Freedoms, you have a right of access, of modification and suppression of the personal data concerning you (art.34 of the law).
These rights can be exercised with the Data Controller:
Service CNIL, Société SWIKLY - 12 rue de la Barre 69002 LYON, France - contact@swikly.com.
You will find all the information concerning your rights, duties and the protection of personal data on the website of the Commission Nationale de l'Informatique et des Libertés: http://www.cnil.fr
When you visit the Site, a cookie is placed on your computer. The Company uses cookies to enable and facilitate electronic communication, to provide features tailored to the needs of Users. The cookie is used to identify the user at each of his connections, and thus facilitates his access to the Service. The user can refuse cookies when accessing the smarphone Application or by changing the configuration of his browser. This may however alter the functionality of the smarphone Application, which the User accepts.


To report any errors or anomalies on the site:
Webmaster: contact@swikly.com

Cookie policy

What is a cookie?

A cookie is a small text file and covers all types of tracers "deposited and read, for example, when a website is consulted, when an e-mail is read, or when software or a mobile application is installed or used, regardless of the type of terminal used". 

It may be placed by the server of the site visited or by a third-party server (advertising agency, web analytics service, etc.). Cookies do not compromise site security.

Cookies deposited by Swikly

When you connect to our Site, we may install various cookies on your terminal. The cookies we issue allow us to :

- Maintain the proper functioning of the Site

- Memorize the selected language version of the Site

- To record and adapt the functionalities of the Site according to your browsing preferences (identification, adapting to the types of devices used)

- manage the acceptance and retention period of cookies

In accordance with regulations, cookies have a maximum lifetime of 13 months.

Cookies issued by third parties

- Analytics cookies:

They enable us to track the number of visitors to our site and your browsing habits (Google Analytics cookies), and to generate statistical data on site usage. This enables us to improve the Site's performance.


- Cookies placed by our advertising partners : 

These cookies enable us to identify your centers of interest, and thus offer you relevant advertising content when you browse other sites. 

If you do not authorize these cookies, you will be subject to less targeted advertising.


- Social network cookies :

While browsing our Site, you may click on the "social networks" buttons to view our Facebook and Youtube profiles. These third-party applications may use cookies to offer you targeted advertising. By clicking on the social network icon, the latter may identify you. If you are connected to the social network while browsing our Site, the sharing buttons allow you to link the content you consult to your user account.


We cannot control the process used by social networks to collect information relating to your browsing on our Site. We therefore invite you to consult their personal data protection policies to find out how they are used and what browsing information they may collect.


- Cookies set by Hotjar


We use Hotjar to better understand our users' needs and optimize the www.swikly.com website.. Hotjar is a technological service that helps us to better understand our users' experience (for example, time spent on a page, links clicked, and more generally browsing habits, etc.). This enables us to improve our service. The data collected by Hotjar through cookies relates to the behavior of users and their devices (in particular the device's IP address captured and stored only in anonymous form), device screen size, device type (unique identifiers), browser information, geographical location (country only), preferred language used to display the website). Hotjar stores this information in a pseudonymous user profile. Neither Hotjar nor Swikly will ever use this information to identify individual users or associate it with other data. For more details, please consult Hotjar's privacy policy

Cookie management

When you visit our site for the first time, a cookie banner will appear, asking you to consent to or refuse the use of cookies.

Your rights

In accordance with the French Data Protection Act of January 6, 1978, as amended, and the RGPD, you have the right to access, rectify, oppose, delete and limit information from cookies and other tracers. To do so, please contact contact@swikly.com.

Free guide:

The 2023 vacation rental PMS