The tourism industry was strongly affected by the COVID-19 pandemic, which spread rapidly around the world, causing the most severe disruption of the global economy in the 21st century. Without vaccines and limited medical capacity to treat the disease, non-pharmaceutical interventions were the main strategy adopted by countries to contain the pandemic, resulting in global travel restrictions and home confinement. Faced with this scenario, tourism researchers asked for a proactive response in terms of management planning in times of crisis, as pandemics have a devastating destructive impact on the travel and tourism industry, especially for small businesses. This dissertation describes the impacts suffered by a small family-owned Brazilian tourism company during the Covid-19 pandemic, the perceptions of the entrepreneurs during the crisis, as well as the strategies followed by the firm and the relationship with customers, adopting the case study method. The response of the firm to the crisis is evaluated and compared with the literature. Based on the findings, the conclusions are presented, as well as suggestions for future research.