When Guests Ask About Asbestos: Handling the Hospitality Industry’s Toughest Question with Charm
For any hotel General Manager, one of the most dreaded questions from a guest is: “Is there asbestos in this hotel?” While asbestos in situ is often harmless when its risk is managed, how you respond can make all the difference in maintaining guest trust and protecting your hotel’s reputation.
Guests may ask this question for various reasons—concerns about health, their children, or alarming reports in the media. Whatever the reason, your response should address their concerns with empathy, professionalism, and clarity. This guide will help you tackle this sensitive topic with confidence, professionalism, and charm.
Appoint and Train a Designated Point of Contact.
Ensure your team is prepared to handle asbestos-related inquiries professionally.
The first step in managing guest concerns about asbestos is appointing a designated point of contact. This person should be knowledgeable about your hotel’s asbestos management system and confident in communicating with guests.
You don’t need to assign this responsibility to a chief engineer or maintenance manager; selecting someone from your operations or customer service team may be more effective. These staff members are often better equipped to handle guest-facing roles, ensuring concerns are addressed calmly and professionally. Once appointed, ensure they receive training to confidently handle asbestos-related inquiries without escalating concerns unnecessarily.
Normalising asbestos as part of day-to-day operations is key. Staff should understand that asbestos, when undisturbed and properly managed, is safe and even beneficial due to its fire-retardant properties. A trained liaison ensures consistent, clear, and professional responses across your team.
You could say:
"If you’d like, I can arrange for you to speak directly with our Operations Manager, who has detailed knowledge of our asbestos management system. They’ll be happy to provide more information."
Balance Transparency with Reassurance.
Communicate your commitment to safety with clarity and confidence.
When a guest inquires about asbestos, your response should strike the right balance between transparency and reassurance. While providing accurate information is important, avoid overwhelming them with unnecessary technical details or alarming language. Instead, focus on your commitment to safety and highlight the robust systems in place to manage asbestos responsibly.
What to say:
“We are aware of our responsibilities under the Control of Asbestos Regulations 2012, and this building is fully compliant.”
“We’ve partnered with an Asbestos Consultant to implement a bespoke asbestos management system tailored to this building.”
If asked for more detail:
“Any asbestos-containing materials within this hotel are in good, sealed condition and routinely risk-assessed. We work closely with an Asbestos Consultant to ensure their proper management.”
Transparency doesn’t mean sharing unnecessary specifics. Avoid confirming or denying the presence of asbestos in certain areas, as this may create undue concern. Instead, reassure the guest that any potential asbestos-containing materials are handled with the utmost care and monitored regularly.
Follow up with:
“Our top priority is the safety and comfort of our guests. I’ve answered your questions with the knowledge I have, but would you like me to ask our asbestos consultant to contact you?”
What to Provide (If Necessary):
A fact sheet explaining asbestos in situ and how it is safely managed.
Contact details for your asbestos consultant (if requested).
A summary of your hotel’s compliance with the Control of Asbestos Regulations 2012.
A Tactful but Compliant Approach to Guest Concerns.
Handling guest inquiries about asbestos requires a balance of transparency, professionalism, and reassurance. By appointing a designated point of contact, training them effectively, and focusing on clear communication, you can turn a potentially challenging question into an opportunity to showcase your dedication to guest wellbeing.
Need help crafting a bespoke asbestos management plan or training your team to confidently handle guest concerns? At Kusten Vorland, we specialise in helping hotels develop communication strategies and asbestos compliance systems tailored to their unique needs.
Book a consultation today to learn how we can support your team.
An infographic outlining the steps for responding when a guest staying in a Hotel asks about asbestos.
