Disaster evacuations: tourist-business managers rarely act as customers expect

Abstract

This quantitative study may be the first one to compare travelers' reactions to weather-related emergencies (e.g., earthquakes, hurricanes) with the responses of their professional hosts (e.g., hotel GMs, resort operators, campground managers). Telephone interviewers reached 603 people who had experienced such an emergency while traveling, 523 of whom also completed a follow-up questionnaire. Those responses were then compared to an existing data base of 185 managers' reactions to and preparations for public emergencies (including evacuation). For the most part, guests had a substantially different view of the managers' roles and responsibilities related to evacuations when compared to what steps and provisions the managers themselves felt obligated to provide. For example, one survey item asked about managers' disaster-evacuation planning. Almost two out of every three managers believed that preparations were adequate, while only half of the customers thought so. Another item addressed whether managers would call for an evacuation if not directly ordered to do so by local officials. Few customers (17 percent) believed that GMs would wait until forced to evacuate, yet more than a third of the managers agreed that that was their policy. Additional items show similar if less dramatic gaps between travelers' and managers' perceptions of what to do, and when, during an emergency. These include whether the hotel or resort is obligated to provide special services such as assistance for the disabled, road-evacuation directions, and food and water.