What to Do When Your City Has a Water Problem

When guests check-in, they expect hot showers, clean drinking water, and fully functioning bathrooms. But even basic water services can’t be taken for granted in some U.S. cities.

Cities like Jackson, Mississippi, and Flint, Michigan, have made headlines in recent years for contaminated or unreliable water supplies.

But water issues aren’t always dramatic or sudden – they can be part of a slow decline in public infrastructure. And hotel operators can’t afford to be caught off guard when water stops flowing. Here’s how to manage the risks, minimize guest frustration, and advocate for better systems in your area.

Acknowledge what’s beyond your control

You can’t singlehandedly fix an aging water system, and guests understand that – to a point. But they’re still likely to be upset if their showers run cold or their faucets sputter. When issues arise, respond with empathy, not excuses.

Apologize sincerely. Offer rewards points or partial refunds where appropriate. Be ready to listen – especially if plans have been disrupted. The more gracious and proactive your response, the better your chance of turning frustration into loyalty.

Build relationships with local officials

Don’t wait for a crisis to start asking questions. Make it a priority to know who manages water in your area – whether it’s a city utility, a regional water district, or a public-private partnership.

Introduce yourself to your city council rep, county commissioner, or local water board member. Staying informed about infrastructure projects and maintenance schedules can help you prepare your team and guests before problems hit. If you’re part of the local chamber of commerce, use it to connect with others who will feel the impact of water disruptions.

Understand your utility’s structure

Every municipality handles water differently. Some cities operate their own utilities, while others rely on independent bodies like Des Moines Water Works or regional groups such as the Southwest Florida Water Management District.

Take the time to understand who oversees water quality, service, and billing at your property. Inconsistent water pressure, discoloration, or recurring maintenance issues may indicate bigger infrastructure concerns – and you don’t want to be the last to know.

Prepare your team – and your guests

The perception of dirty or unreliable water can do long-term damage to your brand. In areas where issues persist, train staff to spot early warning signs and respond quickly to guest concerns.

Consider keeping emergency water on hand for short-term outages. If needed, partner with local vendors to provide bottled water or laundering services off-site. These small acts of preparation can make a big difference in how your guests experience a disruption.

Support sustainable solutions

Beyond short-term fixes, hotel leaders can advocate for long-term improvements. Groups like the World Sustainable Hospitality Alliance offer resources for reducing water use and promoting responsible water management across the industry.

Cleaner, more resilient systems benefit everyone—guests, staff, and communities alike. Your involvement can help promote smarter infrastructure and sustainable growth in the places you call home.