Hilton Los Cabos Beach & Golf Resort
HSM provides immediate and lasting relief to a property in distress
Positioned on the tip of the Baja peninsula, Hilton Los Cabos is in an ideal location – unless there’s a hurricane. When local roads and airports were damaged by Hurricane Odile, the hotel was instantly cut off. Nearly 350 guests and 300 employees were stranded at the property with no access to internet service, landline phones, electricity or a water supply. The situation posed a clear risk not only to guest service, but to safety.
Fortunately, the far-reaching resources of HSM were able to provide much-needed assistance. Within days, a crisis crew was on site with ferries to deliver necessary supplies and equipment. There was, however, a significant amount of damage to the hotel, including broken windows, a flooded kitchen and an open-air lobby in ruins. A complete recovery would take months.
HSM helped organize disaster support into three waves: immediate relief, team member assistance and property recovery. First, HSM worked to source critical items, such as food, water, fuel and generators, to help keep guests comfortable until they could be safely evacuated. Next, HSM made efforts to accommodate the families and children of hotel employees who had lost their homes by teaming up with its supplier partners to donate goods and money for rebuilding. And finally, because so much of the resort was damaged, HSM was instrumental in procuring materials to restore the property. HSM’s buying power helped Hilton Los Cabos realize $150,000 of savings on a $650,000 spend.
In the final weeks of recovery, HSM team members were on site to assist with final preparations and to receive incoming purchases, including those coming from San Diego via a makeshift supply route of 20 semi-trucks. This type of dedicated assistance and innovative thinking helped the Hilton Los Cabos reopen at 100% occupancy with no signs of lasting damage.
Your world turns upside down with a tragic event like a hurricane. However, HSM was to the rescue from start to finish. From the supplies sent in the first few days, to the expedited orders of capital expenses and securing the best pricing, as well as coordinating delivery. We are glad to have our partnership with HSM.Hiran Wirekoon, Thayer Lodging
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