Arabian Travel Market: Hygiene now 'number one demand' from travellers, say hotel owners

Guests and diners now pay extra attention to housekeeping – and good reviews about cleanliness are critical

A raft of measures to support the hospitality sector were set out at Dubai's Arabian Travel Market 2021, including a one-month trial to ease Covid-19 rules for bars, restaurants and live venues. Antonie Robertson / The National

The 2021 Arabian Travel Market exhibition opened at the World Trade Centre in Dubai on May 16. Antonie Robertson / The National

Top industry leaders, ministers, airline executives and hoteliers will meet during the four-day event. Antonie Robertson / The National

Organisers say it is the first in-person travel and tourism event in the world since the onset of the pandemic. Antonie Robertson / The National

This year's event comes at a crucial time as the global aviation and tourism industry battles the Covid-19 pandemic. Antonie Robertson / The National

A man makes handicrafts at the Saudi Arabia stand at Arabian Travel Market exhibition. Antonie Robertson / The National

Coffee is served at the Saudi Arabia stand at Arabian Travel Market. Antonie Robertson / The National

The Emirates Airlines stand at Arabian Travel Market. Antonie Robertson / The National

The Saudi Arabia stand at Arabian Travel Market. Antonie Robertson / The National

This year's exhibition is being held under the theme "A new dawn for travel and tourism". Antonie Robertson / The National

The Morocco stand at Arabian Travel Market. Pawan Singh / The National

Visitors at the Expo 2020 Dubai stand at Arabian Travel Market. Pawan Singh / The National

Visitors tour some of the exhibition stands at Arabian Travel Market. Pawan Singh / The National

This year's event will focus on the current state of the industry, progress on vaccines and future trends. Pawan Singh / The National

Visitors at the Abu Dhabi stand look at a model of Sheikh Zayed Grand Mosque at Arabian Travel Market. Pawan Singh / The National

Visitors tour the Dubai exhibit at Arabian Travel Market. Pawan Singh / The National

An artisan makes handicrafts at the Saudi Arabia stand at Arabian Travel Market. Pawan Singh / The National

Visitors at the Saudi Arabia stand. Pawan Singh / The National

The Egypt stand at Arabian Travel Market. Pawan Singh / The National.

The Dubai stand, with a model of Burj Khalifa in the foreground, at Arabian Travel Market. Pawan Singh / The National.

The Expo 2020 Dubai stand at the Arabian Travel Market. Delayed from last year due to the Covid-19 pandemic, Expo 2020 Dubai opens on October 1. Pawan Singh / The National.

Visitors explore the Expo 2020 Dubai stand at Arabian Travel Market. Pawan Singh / The National.

Hygiene is the number one demand from guests and diners, above luxury or value for money, hotel industry chiefs said.

The Covid-19 pandemic brought unseen levels of scrutiny from the public and now positive reviews about cleanliness are critical.

"It used to be the case that cleaning staff were kept in the background but now they are being put front and centre by hotels," Michel Augier, Middle East and Africa regional director for Wyndham Hotels and Resorts, told The National at Arabian Travel Market (ATM) in Dubai.

“There has obviously always been a focus on cleanliness – but now it is like never before.”

Following news Abu Dhabi is to allow quarantine-free travel from July 1, Mr Augier said he was optimistic, but operators had to remain vigilant.

“While we are over the worst of it, we certainly need to keep the precautions in place,” he said.

“Look at how touchpoints like lift buttons are being cleaned regularly throughout the day,” he said, adding interest from guests about cleaning was at an all-time high.

His company was one of many that had to adapt to the demand for evidence of hotels going above and beyond.

“Each one of our hotels has a 'hygiene hero' who champions the protocols in each property,” he said.

“And we are developing touchless technology that allows guests to check-in and access their rooms all through their phones,” he said.

Michael Zager, chief operating officer of Hospitality Management Holding, which runs 10 hotels in the Middle East, said the pandemic quickly changed the industry.

“When 9/11 happened, security was a completely different ball game the very next day,” he said.

“Something similar is happening with hygiene as a result of the pandemic.

"Hygiene was always crucial but the pandemic has created an extra layer of importance.”

He also said UAE authorities tackled the pandemic to the point where major in-person events, such as ATM, which runs this week at World Trade Centre, can cater for thousands of people.

“ATM could easily have been cancelled, but it was important to send a message,” said Mr Zager, whose company runs the Coral brands and will soon open its Ecos Hotel near the Expo 2020 site in Dubai.

“Every barometer is showing we are on the road to recovery and people want to travel again.”

He said travel restrictions have created a hunger for travel, especially among younger people.

“Millennials, in particular, want to travel. They want an experience and expect value for money,” he said.

“They are living for now and are not just saving their money for when they are 75, something that might never come.”

While he predicted the industry was on the road to recovery, it could be several years before the Gulf and wider region return to normal trading.

“You have to be positive, especially after the success of the vaccination drive. But you also have to be realistic,” said Mr Zager.

“It could be three, four or five years before we return to normal, whatever that normal will be.

“We just have to take it month by month or quarter by quarter for now.”