SOP - Hotel closure

Step-by step procedure to follow in the event of a hotel closure.

Contents

• Overview
• Approach
• Receiving initial notification of a hotel closure
• Team Leader to check

Overview

On rare occasions, a hotel may be temporarily or permanently closed, or may be required to cease operations with little notice. Such closures can occur for a variety of reasons, including the hotel company ceasing operations, loss or suspension of required operating licenses, or other regulatory or financial issues.

Approach 

Please follow the steps outlined below to ensure a timely, accurate, and controlled response to a hotel closure, and to effectively manage and support any impacted bookings.

Receiving initial notification of a hotel closure

If you are receive the initial notification about a hotel closure, please:

1. If you are getting the initial notification about the hotel closure from an outside party (e.g. from the client), please try calling the hotel, explaining to the client that we need time to investigate.
2. Meanwhile, you can check the hotel's status on Google Maps as it may have already been updated. 
3. Immediately after this, please report the affected Booking ID, along with any relevant Zendesk tickets and supporting evidence of the closure, to your Team Leader.

Team Leader to check

4. Team Leader to download a report of possible impacted bookings by searching for the hotel name in the reservations table. It is important to review which clients the bookings belong to and work on them accordingly*. 

5. Review the impacted bookings and email:

• Supply Team - Sara El Kadiri ([e-mail]) to close the property once hotel closure is confirmed.
• Key Account Manager - Global Chains - Soumaya Firady ([e-mail]) to assist with any direct contract (DC) bookings impacted by the hotel closure.
• CSRs to reach out to any impacted bookings that have been made by third party suppliers (3PS), asking them to provide a relocation option for the impacted booking. 

*In case none of the impacted bookings belong to the client Revolut, the Team Leader to reach out to Ali Ihnoussa ([e-mail]) in Casablanca. 

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Article created on 16th January, 2026