Hilton Los Cabos Beach & Golf Resort

Recovering from a hurricane—in a hurry

Customer Success with HSM

Hilton Los Cabos is located at the tip of the Baja peninsula, so when local roads and airports were damaged by Hurricane Odile, the hotel was instantly cut off. Some 350 guests and 300 employees were stranded in the property, which had lost internet service, landline phones, electricity and its water supply. The situation posed a clear risk to not only guest service, but safety.

Fortunately, the far-reaching resources of HSM were able to help. A crisis crew was on site within days, and ferries were soon able to deliver needed supplies and equipment. But with 95% of the hotel’s windows broken, a flooded kitchen, and the open-air lobby in ruins, a complete recovery would take months.

Three waves of relief were organized by HSM. First came critical items such as food, water, fuel and generators to help keep guests comfortable until they could be evacuated a week later.

Next, efforts were made to accommodate the families and children of hotel employees who lost their homes. HSM teamed 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 procurement of 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 before reopening, HSM team members were on site to receive incoming purchases and assist with final preparations. A special convoy of 20 semi-trucks was arranged to deliver goods from San Diego. This makeshift supply route typifies the innovative thinking employed to return the hotel to its full splendor.

In June of 2015, Hilton Los Cabos reopened at 100% occupancy, and bears no scars of the terrible storm.

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

How can HSM help your properties weather unexpected disruptions?

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