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Almost half of travelers abroad will become ill or injured
during a trip, according to Allianz Global Assistance, a travel
insurance provider. Whether it’s an annoying inconvenience
or a full-out medical emergency, resorts must be prepared
to instantly respond to events that occur both on and off
the property.
From cleaning and food preparation protocols to com-
passion, resorts can take steps to ensure sick guests receive
the care they need, keep employees safe, and make sure
nightmare scenarios — such as the recent spate of “mys-
tery” ailments at some resorts in Mexico and the Dominican
Republic — don’t gain a foothold.
Have a Plan of Action
It all begins with a solid set of standard operating procedures.
“That’s part and parcel of everything that Marriott as a
whole has always been known for: procedures and stan-
dardizations to address any kind of event,” says Ed Kinney,
global vice president of corporate affairs and communica-
tions for Marriott Vacations Worldwide Corporation (MVW).
“Every circumstance is going to be a little different. The first
thing is, how urgent is it? How severe? If it’s at the highest
level of severity, we’ll take the action to call 911 on behalf of
the guest. If it’s at a lower level than that, we’ll certainly let
guests know where local medical facilities are located. We’re
RESORT
What to Do When Guests
Get Sick on Vacation
BY JOYCE HADLEY COPELAND
V
acations should be the antithesis of illness — a time to sleep in, de-stress, and
recharge. Sometimes, however, things don’t go as planned. A guest who just checked
in picked up a bug on the airplane. Another succumbed to food poisoning after a trip
into town. Or worse, chose a tainted drink from the minibar.
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