We reached out to our guests to ensure their safety and respond to their follow-up decisions. There were 2 courses of action: the safest was to board the earliest possible flight out of Jakarta, or otherwise, a relocation to another hotel.
For those who chose to leave – we acted fast to:
1. Reissue flight tickets,
2. Share it with our guests, and
3. Arrange transfers to the airport.
Thankfully, we managed to beat the crowds and had these guests flown out [on the same day].
For those who chose to stay – as JW Marriot is an American brand, we had to consider possible anti-Western terrorist sentiments. Hence, relocations were decided on Hotel Mulia, a local Indonesian brand. Similarly, we moved fast to:
1. Book rooms,
2. Arrange transfers, and
3. Settle payments – both for refunds from JW Marriott and bookings at Mulia.
These guests were relocated without further incident.
From The Business Travel Blog