The long-term impacts of hotel’s strategic responses to COVID-19: The case of Dubai

Abstract

The COVID-19 pandemic caused significant business disruptions around the world, with travel and tourism being particularly impacted. In response, governments and businesses implemented drastic responses to reduce the impact of the virus and mitigate the corresponding loss in business. Through nine semi-structured interviews with senior hotel managers in Dubai, the pattern of response was understood, along with participants’ perceptions of the long-term consequences of such responses. Through a variety of responses to handle this specific crisis, general crisis management – to cope with low demand – and efforts to recover – attracting new customers – the nature of responses appear to match those of previous crises, with some variations. In terms of the long-term impacts of these responses, it was felt that numerous properties would permanently close, the nature of international hospitality would become more consolidated and there would be long-term changes in operations and efficiency improvements.