During typhoon season, failing to communicate in English can lead to an increase in cancellations and chargebacks.
The key takeaway is to publish your disaster and typhoon policies in English before peak season. Prepare three types of messages regarding your operational status—open with caution, closed, and reopened—and clarify your policies on fees, refunds, and rebookings.
The Cost of Silence
Overseas guests may feel anxious due to a lack of information, leading to cancellations. Local staff can become overwhelmed by individual inquiries.
Preemptive Policies
Establish clear conditions for activation, communication channels, whether fees will be waived, and how rebookings will be handled.
Three Types of Messages
- Continuing Operations with Caution
- Closure and Cancellation Notices
- Reopening and Rebooking Information
Essential Inclusions
Include information about transportation realities, fee rules, refund and rebooking policies, and the next points of contact. Avoid making definitive statements about the weather, and guide guests to official resources such as Safety Tips or the Japan Visitor Hotline.
Next Steps
If you want to identify weaknesses in your regular discovery, trust, and booking processes, consider using the free HAKO Scan.
Studio HAKO — Japan, ready for the world.