The global health crisis of COVID-19 hit the travel and hospitality industries particularly hard in 2020. Like other vacation clubs and hotels, Holiday Inn Club Vacations® had to close 29 resorts in March 2020. There was no playbook to consult for a situation like this one. The Club had to find a way to discover how its members and owners were feeling about travel and safety and what they might be expecting once they arrived at a resort.
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