Hanover, 11 May 2020

TUI presents ten-point plan for hotel operations in times of Coronavirus

  • Comprehensive measures for TUI's hotel brands
  • Intensive testing and training concepts for partner hotels
  • Group Executive Board Member Sebastian Ebel: “With this concept we are demonstrating that we are a reliable partner for governments in the destinations when relaunching the tourism activities”

TUI has introduced a 10-point plan with a set of measures and standards to reopen its’ hotels. The measures will enable guests to enjoy their holidays in the knowledge that the highest hygiene standards in relation to Covid-19 have been put in place. In addition to organisation, capacity planning and hygiene measures, the plan also includes intensive training of local staff. The new standards will not only be implemented in the Group's own hotel brands such as TUI Blue, Robinson and TUI Magic Life, but will also be made available to the Group's joint venture and hotel partners. It is part of a more comprehensive package of measures that covers all of the tour operator's service components, from retail , flights and transfers to hotel stays, local excursions and cruises.

“Customer surveys clearly indicate that safety and hygiene will be of paramount importance for holidaymakers after the lockdown”, says Sebastian Ebel, the member of the Group Executive Board responsible for Holiday Experiences. "With our Group-wide, integrated health and safety management system, we can ensure that our hotels meet guests’ high expectations and offer the best possible protection against infections during these unusual times. We are laying the foundations for an agile and safe return to business so we can be ready to offer our unique holiday experiences again as soon as possible".

The plan in detail:

Hotel Organisation

  • 1) Online check-in: Holidaymakers can make check-in contactless at many hotels by checking in online via the hotel's website or via their smartphone.
  • 2) Distance rule: In public areas such as in the restaurants, corridors or gyms, all employees are required to keep a distance of 1.5 to two metres between them and the guests. For example, tables in restaurants will only be cleaned when guests have vacated them.
  • 3) Personnel planning: Staff will work together in fixed teams in order to reconstruct possible infection chains.

Capacity adjustment

  • 4) Restaurant: To limit the number of guests in restaurants capacities will be significantly reduced. Tables will be set up at a minimum distance of 1.5 metres apart.
  • 5) Extension of opening hours: In order to provide sufficient space for all guests, the opening hours of restaurants and other hotel facilities will be extended.
  • 6) Entertainment and activities: Only events, sports and entertainments involving a small number of participants and without close contact will be made available. Golf or tennis, for example, can take place, but football tournaments cannot. The spa offer will be adapted and childcare will be organised according to new standards in line with the requirements of the destinations and guests’ countries of origin.

Hygiene & Disinfection

  • 7) Expansion of disinfectant dispensers: The number of dispensers will be significantly increased so that guests and employees can disinfect their hands at all important contact points. For example, all locations where food and drink is offered, sports facilities and in the lobby area.
  • 8) Room cleaning: Extensive new cleaning practices will be put in place to provide the best possible protection against potential Covid-19 viruses. All rooms will be thoroughly deep cleaned before the arrival of guests and the same intensely robust cleaning protocols will be applied during every guest change over. The most frequently used areas, such as bathrooms, and most used devices and appliances like TV remote controls will receive particular attention.
  • 9) Restriction of self-service: Self-service offers such as buffets will be reduced to a minimum. Wherever possible, food and beverages will be served to guests by staff wearing protective masks.

Extensive training programme

  • 10) Training by independent auditors: TUI will train all employees in its own hotels. The first training documents will be made available this week.

These measures will be in addition to the statutory regulations of the respective destinations. In order to ensure an equally high level of safety in partner hotels not operated by TUI, the Group has also launched a comprehensive training and inspection programme in cooperation with the leading hygiene and safety consultancy Cristal International Standards. This includes training materials, webinars, checklists and customer information and will be made available to the joint venture partners and hotel operators imminently.

“With this set of measures we are creating the framework required to ensure we can offer our guests enjoyable and safe holiday experiences as soon travel restrictions are lifted. TUI can be relied upon to continue working hard, in close partnership with tourist destinations around the world, towards the gradual opening up of global tourism”, added Sebastian Ebel.

About TUI Group

The TUI Group is one of the world's leading tourism groups and operates worldwide. The Group is headquartered in Germany. TUI shares are listed in the MDAX index of the Frankfurt Stock Exchange and in the regulated market of the Lower Saxony Stock Exchange in Hanover. TUI Group offers its 19 million customers integrated services from a single source and forms the entire tourism value chain under one roof. The Group owns over 400 hotels and resorts with premium brands such as RIU, TUI Blue and Robinson and 17 cruise ships, ranging from the MS Europa and MS Europa 2 in the luxury class and expedition ships in the HANSEATIC class to the Mein Schiff fleet of TUI Cruises and cruise ships operated by Marella Cruises in the UK. The Group also includes Europe's leading tour operator brands and online marketing platforms, for example for hotel-only or flight-only offers, five airlines with more than 130 modern medium- and long-haul aircraft and around 1,200 travel agencies. In addition to expanding its core business with hotels and cruises via successful joint ventures and activities in vacation destinations, TUI is increasingly focusing on the expansion of digital platforms. The Group is transforming itself into a global tourism platform company.  

Global responsibility for sustainable economic, environmental and social action is at the heart of our corporate culture. With projects in 25 countries, the TUI Care Foundation initiated by TUI focuses on the positive effects of tourism, on education and training and on strengthening environmental and social standards. In this way, it supports the development of vacation destinations. The globally active TUI Care Foundation initiates projects that create new opportunities for the next generation.

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