The Impact of COVID-19 on a Luxury Hotel: A Case From Puglia, Italy
Tourism Planning and Destination Marketing, 2nd Edition
ISBN: 978-1-80455-889-8, eISBN: 978-1-80455-888-1
Publication date: 16 January 2024
Abstract
An unexpected Coronavirus (COVID-19) pandemic has negatively affected the tourism and the hospitality industry, including luxury accommodation service providers. While this was not the first virus outbreak to impact the tourism sectors, in this case, its consequences were devastating. In this light, this contribution analyzes the case of an Italian luxury hotel, a winner of numerous awards during the last few years, including the prestigious World Luxury Hotel Award. The researchers compare its pre- and the post-COVID situation. They clarify that the outbreak has resulted in reduced reservations and explain how the upscale hotel responded to the unprecedented crisis by implementing different approaches. The luxury hospitality business decided to defend its brand differentiation and positioning strategy by continue offering improved service quality and by introducing enhanced hygiene and sanitation facilities, in order to deliver customer-centric experiences to their valued guests.
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Acknowledgements
Acknowledgments
The authors would like to thank the management of the upscale hospitality business for providing information about their strategy to recovering from COVID-19 outbreak.
Citation
Campo, R., Rosato, P., Camilleri, M.A., Santovito, S. and Ben Youssef, K. (2024), "The Impact of COVID-19 on a Luxury Hotel: A Case From Puglia, Italy", Camilleri, M.A. (Ed.) Tourism Planning and Destination Marketing, 2nd Edition, Emerald Publishing Limited, Leeds, pp. 133-149. https://doi.org/10.1108/978-1-80455-888-120241007
Publisher
:Emerald Publishing Limited
Copyright © 2024 Raffaele Campo, Pierfelice Rosato, Mark Anthony Camilleri, Savino Santovito and Kamel Ben Youssef. Published under exclusive licence by Emerald Publishing Limited