Why Torquay B&B is a popular option among tourists

If you’re thinking about setting up a B&B, the area you choose is an important part of the decision making process. It’s no wonder Torquay is such as popular place for B&Bs and boutique hotels.

Nicknamed the English Riviera, Torquay has cliffs to clamber over, a seafront to stroll down, beaches to bask on and a marina to mooch around.

In fact, as far as an area for a boutique hotel or a B&B goes, Torquay, whilst pricey to initially invest, is a popular hot spot for tourists.

The region even boasts its very own ‘Seaside Award’ too … with its very own sand sculptor to carve the logo for the award in the sand!

As if it’s not enough to have all this to hand, there’s even an organisation that promotes the area to tourists. Their website www.englishriviera.co.uk is a great place for potential visitors to find out about all of the events and activities that take place in Torquay during the tourism season, as well as out of season too.

These are the sorts of things that make particular regions appealing to those looking to set up their own B&B.

Finding a B&B or hospitality business where there is already a large draw for visitors to come to the area, is always a good plan. And it’s certainly one of the things that appealed to Elaine and Lee who bought Blenheim House, their B&B business,  in January 2017.

In the last 18 months, their business has gone from strength to strength with guests returning regularly for their own dose of the English Riviera.

Just some of the events and attractions that draw in the 1.45 million staying visitors and the additional 3.8 million day visitors each year, include:

  • Visiting the beautiful beaches
  • Babbacombe model railway
  • Dinosaur world
  • The Air Show
  • Paignton Zoo
  • And endless eateries and restaurants that range from family-friendly fish and chips to a Michelin-starred dining experience.

So, if you fancy a visit to Torquay, either to scope out the potential for an English Riviera B&B, or to look for somewhere that you’ll feel right at home, we’d highly recommend Blenheim House. To find out more about what it’s like to run a B&B in a tourist haven like Torquay, you can check out our blog.

The Stewart Hindley Partnership are specialists in securing hospitality finance to enable you to set up your own B&B or boutique hotel. So once you’ve found an area you’re interested in settling in, give us a call on 01488 393040 and speak to one of our advisors about your hospitality finance requirements.

6 things every successful owner does before starting a B&B

Starting a B&B is seriously hard work. It can be extremely liberating too, breaking free from your day job to pursue your dream. But, if you’re going to be successful, you need to be prepared. Here are 6 things you need to do before starting a B&B business if you want to be successful.

1.    Prepare yourself for what it’s really like running a B&B.

Guests aren’t always grateful, cheery and full of joy during their adventures. Cooking a fried breakfast for 10 people or more is physically demanding, and you can expect to spend around half of your day turning the rooms around and preparing meals.

You should expect your social life to suffer too. However, if this isn’t putting you off, the more successful B&B owners can expect to make around £100k a year. Of course, many more make less than that.

2. Decide whether you’ll be starting a B&B business from scratch or whether you’ll be buying into something that’s already up and running.

Buying an established B&B is by far the easiest option and should start generating revenue faster than a new business particularly for new to trade operators.  If you want to start from scratch you will have to show you have the capital to cover mortgage repayments for at least the first 12 months of trading as well as money to convert the property into a B&B.

3.  Research the area.

What’s the appeal to visitors to come and stay with you? It could be a nearby business that provides a steady flow of contract staff needing a bed for weeknights, or spectacular coastal views and walks. Maybe there are museums and castles that draw visitors from miles around. Whatever it is, it should help you determine the service you’ll offer.

Will you price by the week or offer a separate rate for weekends? Who you are targeting and why they want to be in the area should drive the clientele that you are looking to appeal to.

If you are targeting families looking for a staycation then maybe a games room would add appeal, or if you have the space and the resources, a swimming pool. You can read more on adding appeal  in our article ‘5 ways to help your B & B guests enjoy rainy day holidays’.

If you are targeting local business people, then perhaps a more executive feel with free Wifi in the rooms and shoe polish or ironing boards available may be more important.

4. Consider how you’ll segregate your own living space from the space you’ll offer to guests.

Ideally you should set aside a living room for yourself that guests won’t have access to so you can unwind in the evenings. Having your own space will be essential to making your new business work for you, your family and your guests.

5. Secure finance from a specific hospitality finance provider such as Stewart Hindley.

A specific hospitality finance provider will have a better understanding of your needs and will also have a network of underwriters that fund B&Bs, hotels and restaurants.

At Stewart Hindley, we specialise in B&B finance and can provide support and advice to help you find the right products on the market to fit your individual needs as they stand, and also as they evolve with the growth of your business.

In order to secure finance for your B&B or hotel, you’ll need to be able to present your business plans and marketing plans and financial projections. At Stewart Hindley, we’ll help you pull all these supporting documents together to get you over the starting blocks and secure the finance you need to get your new business off the ground.

To speak to one of our advisors about your hospitality finance or B&B finance requirements give us a call on 01488 393040.

How to use social media to boost your B&B bookings

You’d be forgiven for thinking social media has had its day. However, an active social media account can be a great way to showcase your business, reach out to a new market and demonstrate exactly what makes your B&B or Boutique hotel special.

Social media is an investment of time, so only use social media if you are committed to getting results. Don’t expect overnight miracles. Your first post won’t land you hundreds of bookings, but with a long-term and consistent approach you can expect:

  • An improved relationship with your own guests
  • Greater awareness of your B&B among potential customers
  • Increased referrals

Here are a few tips on how to use social media successfully to promote B&B businesses.

Focus your efforts

3 posts a week on one platform will be more effective than one post a week on three platforms. Ideally three times a week is the minimum you should be going for.

Identify what sort of people you are trying to target and where they spend their time. Are they Pinterest people or Facebook fanatics? Once you know where to find the customers you are targeting, you can then establish where to focus your efforts.

Think about your message

Maybe you want to promote the homeliness of your B&B, maybe the convenience? Perhaps you’re all about the wealth of things to explore on your doorstep, or the ease of access to major transport routes.

What’s the best way to showcase this? Links, photos, testimonials, your website? Shake it up a bit by using a variety of different types of content. On average, posts with images receive 230% more clicks than those without.

Don’t get caught up thinking your social media page is all about you

Experts say that your social media post should adhere to the ‘rule of 3’.

A third of your posts should promote your business. Think photos of fresh cakes, roaring fires, glowing testimonials. Another third of your posts should share useful content from other thought leaders in the industry. For example, you could link to one of our blogs like this one on Devon, or you could share a blog or news article from a local attraction that guests at your B&B or Boutique hotel might like to visit.

The final third of your content should be made up of personal interactions. Messages to guests who have visited or those about to arrive, guests who perhaps celebrated a special occasion with you the same time last year, or even guests planning trips to local attractions that might be looking for somewhere to stay.

Plan your content

The interactive side of your content needs to be done regularly, but by planning the content about your business, you’ll remove a lot of the strain and effort from social media posting. Maybe spend an hour at the start of each month to write out some posts and, if you’re feeling inclined, you can use a free posting service such as Hootsuite to schedule posts in advance. Just don’t forget to do the personal interaction too!

And, if the extra business this generates leaves you finding yourself needing to improve or refurbish your concern, you can always give the helpful team at Stewart Hindley & Partners a call on 0845 272 4000 to find out about how we can help you with your hospitality finance or B&B finance requirements.

5 Ways to help your B&B guests enjoy rainy day holidays in the UK

The British weather is one thing that can make or break your guests’ stay that you have no control over. However, if you can weatherproof their holiday, not only are you more likely to benefit from referrals, but you’re also more likely to be welcoming them back for return visits.

Weatherproofing your B&B experience also has the added bonus of extending your season, spreading demand throughout the year. But what can you do to weatherproof your guests’ stay?

1.      Ensure your B&B guests are equipped for bad weather

Whilst jokes are about UK holidays being the only holidays that require swimsuits, rain coats, shorts and woolly jumpers, packing limitations sometimes mean that’s just not possible.

Make sure your guests have the essentials to get out and about when it’s teeming down outside.

Chewton Glen provide a pair of wellies for guests wanting to take a stroll around the grounds in inclement weather, whilst many hotels and B&B’s have a selection of large golf umbrellas to keep guests dry.

2.      Keep the kids entertained when it’s rainy

There’s nothing worse than children getting bored and climbing the walls when you’re stuck indoors, but rainy days can be a great opportunity for families to bond and to discover new (or forgotten) pastimes.

Have a small library of children’s books, board games and card games that families can enjoy together, like Gwel an Mor in Cornwall. Depending on your guest demographic (and the space you have available), you may choose to set up a games room with a games console.

3.      Invest in indoor appeal for days when the great outdoors doesn’t appeal

By giving your guests opportunities to make the most of a rainy day, you can turn even the wettest of days into a fun memory. We can help you find hospitality finance solutions to make your spaces special and create features for your hotel or B&B that can really help to extend your busy season. Clydey Cottages in Wales had enough space to build an indoor pool and soft play area, so when the clouds roll in, their guests don’t have to turn in.

4.      Help your guests find rainy day alternatives

Even if you can’t create a rainy day appeal at your B&B or boutique hotel, you can still help your guests out. Keep a variety of leaflets available for guests that include things to do on rainy days. Aquariums, museums and local swimming pools can all be great ways to spend a few hours doing something you wouldn’t normally do at home, so help your guests find things they will enjoy.

5.      Make every moment memorable – even the soggy ones

There’s nothing better than returning from a cold, wet outdoors to a warm fire, a hot drink and cosy blankets to snuggle into.

Provide drying facilities for coats and boots. This will reduce the risk of water and mud from being traipsed through your rooms, and your guests will appreciate taking home dry clothes, rather than plastic bags full of damp, smelly clothing.

If you are looking for investment to extend the appeal of your B&B or hotel, and help guests to make the most of every day of their stay, speak to one of our hospitality finance experts on 01488 393040 to find out how hospitality finance can help you find the funds to invest to give year-round appeal to your B&B or boutique hotel business.

7 Ways to impress your B&B guests

These days finding a B&B is much easier than it ever used to be. Trip Advisor, Airbnb and HomeAway make finding a bed for the night a breeze.

Whilst this is great news for many B&B owners, it’s most definitely a double-edged sword as it also means that for potential guests looking for a room for the weekend, or even just a night, there’s lots more easily accessible options out there.

This means that standing out from the crowd and adding that extra warmth to your service is more important than ever. I’m not talking about an extra blanked at the back of the closet in their room I’m talking about that added personal touch that says ‘we’re really pleased you chose us’.

Here are 7 ways to deliver a personalised B & B experience

  1. Send a text

Isn’t it great not to have to scribble the address of where you are going on a piece of paper before keying it into the sat nav? Text your guests either on booking or the day before they are due to check in. Point out how you are looking forward to welcoming them to your B&B and send them your postcode or directions. It’ll also help them avoid any ‘lost in translation’ issues from addresses copied down incorrectly.

Using texts doesn’t have to stop there. Text them the address of any restaurants or takeaways they ask you for, and even invite them to check in or out by text too for some ultra-flexible checking in options.

  1. Make your photographs stand out

Invest in getting professional photographs taken. Most B&B guests put a large focus on the way that a property looks. A professional photographer will be able to use the right lenses and get the best angles to show your property in its best light, making it look oh so much better than all those amateur photos you’re competing with.

  1. Encourage reviews

Before visitors make their mind up on where they’ll stay, they almost always look at reviews.

Whether they look at the individual reviews or the overall rating given out of 5 stars, encouraging your visitors to leave positive reviews on your chosen site or sites, will mean you’ll be streets ahead when it comes to return bookings and new bookings. Many algorithms will prioritise those properties with positive reviews in searches too.

To encourage reviews you can incentivise your visitors with a free gift, entry into a draw to win a prize, or a discount on their next booking.

  1. Make their experience a personal one

Get to know your guests names and use them. Chat to them and find out about what they’ve been doing whilst in the area. Not only might you be able to offer useful information or additional suggestions, you’ll also pick up tips and advice that you can pass on to other guests to help make their stay memorable.

  1. Something to remember you by

Consider what brings your guests to the area and make it easy for them to take back a little souvenir. Partner with some local businesses to offer them some cheese from the region, maybe some biscuits or cakes that are typical of the area, or perhaps a book inspired by, or written about where you are based.  One of the best B&Bs I ever stayed in gave me a couple of biscuits and a bottle of water for my return journey – perfect.

  1. Make sightseeing life easy

Make picnic lunch options available – not only is it another way to upsell your guests, you’ll also be doing them a favour, saving them from having to hunt out overpriced (and often overcooked) tourist food, so they can spend more time making the most of the sites they’ve come to see.

  1. Nothing says welcome like a fresh pot of coffee

After a long journey, there’s nothing quite like a fresh coffee, so offer your guests a complimentary coffee and snack on arrival and help them to start unwinding right away.

Stewart Hindley are Finance brokers specialising in B&B finance and hospitality finance. With a comprehensive network of affiliates and partners, Stewart Hindley help provide the B&B Finance that owners are looking for to transform their B&B into something really special.

If you have high hopes for your B&B and need B&B finance to make it a reality, give us a call today and speak to one of our specialists in hospitality finance.

Ideas on how to encourage repeat business for your B&B

It is tempting to focus on attracting new guests to your B&B, but don’t forget the people who have already stayed with you.

Our team at UK hospitality finance experts, Stewart Hindley, spotted an article on www.bedandbreakfast.eu and have taken some of the points from the article which is full of practical tips for how B&B owners can encourage guests to return and, in turn, spread the word to others: (however we do understand that not all B&Bs can afford the upkeep of such marketing activities)

Exceed expectations

Exceed expectations by going that extra mile to demonstrate how you appreciate their custom, by offering delicious extensive breakfasts, small welcome gifts, and ensuring guests receive excellent service.

 Make their stay with you memorable by showing an interest in them

It’s worth spending a bit of time getting to know them, so when they re-book with you, it’s like ‘coming home’.  You could explain the personal touches around the place and perhaps a bit of its history.

Let guests know you are looking forward to their arrival

You can start building a relationship with your guests, for example, by sending an email a few days before their arrival for example. With a picture of your B&B, or a tip about what they can do in the area and that you are looking forward to their arrival.

Your B&B will then start to become real to your guests in advance.

Maintain contact with guests after their stay

Customer loyalty can be encouraged with regular, personal communication Keeping them posted with any events coming up in your area which could tempt them to return and any special offers you may be running.

 Let yourself be heard through social media

Social media platforms are the perfect way to retain close ties with your guests in a casual way. You could post new images and videos of your B&B on Facebook for example – The first al fresco breakfast after winter, your cat/dog, a cup of lovely coffee to start the day with, your B&B in the snow.

Personal messages – as well as ‘corporate’ ones are good. Every now and then you can post a promotion, such as an offer, but don’t let this be the majority of posts on social media.  In this way, guests will keep seeing nice messages about your B&B popping up on their timeline and ‘front of mind’ next time they look for a place to stay., you stay in the back of their minds, and they keep getting to know you better.  You can send your regular clients exclusive news and discounts through Facebook.  Don’t forget to ask your guests to ‘like’ your Facebook or Instagram pages.

Treat your regular guests as VIPs.

Your past customers like to feel appreciated and what better way than giving them a special or discount offer which is just for them.

Give your regulars extra attention on social media as well, for example by starting a conversation with them, or after a renovation or when you’ve expanded your service. You could send them an invitation to come and see the results and sleep in a new room. Your guests will feel special and highly appreciated and will want to revisit your B&B.

Need a helping hand?

If you are looking to start or grow your bed and breakfast or hotel business, the chances are that, at some point, you will be seeking out B&B finance.

At Stewart Hindley and Partners, we are in an ideal position to help you as we understand the hospitality business through and through.  We are long-established specialists in securing hospitality finance. Our experienced team will be able to offer you friendly and informative advice to help you build and improve your business.

Browse our site for case histories and more information about the process involved, or call us now to speak to our team of experts.

Spotlight on Devon and Cornwall

Devon and Cornwall remain some of the most popular holiday destinations in the UK, offering some of the best coastline, countryside and varied towns and cities in the country.

Here we highlight below some great and varied places to stay in the region, all of which also just happen to have benefited from the expert advice of our specialist hospitality finance advice team at Stewart Hindley and Partners to put them on the road to success.

Devon

  • Torquay – famous for being the largest town on the “English Riviera” and a popular choice for thousands of visitors to Devon.

Blenheim House B&B in Torquay has everything proprietors Lee and Elaine Ratcliffe were looking for – a good location close to the seafront and train station and accommodation which had  just been recently refurbished (so wouldn’t need a lot of money spending on it) and a manageable 5 guest rooms.

From the start of their search they were in touch with us at Stewart Hindley & Partners and we were able to provide them with a judgement on whether their B&B finance application would be successful or not.  It was a pleasure to work with Lee & Elaine and to see their hopes and dreams come to fruition, they are now welcoming guests and starting to build the trade to its max. https://www.blenheimhousetorquay.co.uk/

  • Exeter – The Exeter Townhouse is a lovely boutique B&B is set in a quiet corner of Exeter city centre yet just a few minutes stroll from the Cathedral, the Royal Albert Memorial Museum, the Quayside, shopping centres, restaurants, university and train stations.

The Grade II Listed property has been brought up to date with period and contemporary features offering 9 stylishly decorated rooms.  They were awarded a Certificate of Excellence by Trip Advisor in 2016 and 2017 and a 5 star rating from the Food Standards Agency – the highest possible food hygiene rating in the UK.

Guesthouse finance for The Exeter Townhouse was secured through us at Stewart Hindley & Partners. http://www.townhouseexeter.co.uk/

Cornwall

  • Bude – Wyvern House Bed and Breakfast is located in the popular Cornish town of Bude and

is just a few minutes walk from the beach and town centre.  The property has 6 en-suite bedrooms and spread over 3 floors and has proved an ideal location for our clients, Paula & James, to set up their new bed and breakfast.

Paula & James had owned and operated a bed and breakfast business so had plenty of experience on which to build their new venture in Bude.  Having found their perfect property they soon realised the benefits of using a specialist finance broker to source the necessary funds to purchase it.  Having contacted us at Stewart Hindley & Partners we worked with them to secure the best B&B finance deal available to them and took them step by step through each stage.

Paula and James are now welcoming guests to Wyvern House and enjoying life in Cornwall. More info at https://www.wyvernhouse.co.uk/

  • Looe

Penvith Barns has a 4 star rating on Trip Advisor, offering beautiful accommodation just outside Looe with access to lovely walks including the South West Coastal Path to Looe and Seaton Beach.  Guests can come and as they please and relax in the tranquil surroundings with views over superb countryside.  It’s also close to some of Cornwall’s best beaches and makes a great base for exploring Cornwall’s Attractions.

We are proud to have offered the B&B finance to put Penvith Barns on the map.

http://www.penvithbarns.co.uk/

f you are looking to start up, or purchase an existing hospitality business, wherever that may be, then why not contact our friendly team of specialist advisors now for advice and information on the best hospitality finance packages available today.

Electric Vehicle Charge Points for Bed & Breakfast Businesses

It is important that Bed & Breakfast owners continuously look for ways to grow their business. This is a matter we here at Stewart Hindley always stress the importance of. As we are committed to being as supportive as we can to our clients we always highlight opportunities for achieving growth.

One of the strongest such opportunities at this time is the electric vehicle market. The rapid growth in sales of electric charged cars over the last 4 years has been quite remarkable. In this article we will look at the facts and figures of them, and the ways in which your Bed & Breakfast can be made an attractive destination for owners of them.

Electric Vehicles – The Rapid Rise in Popularity

Earlier in this article we mentioned that grown in this market had been rapid. This, if anything, is an understatement. In 2013 there were 3,500 registered electric cars on the roads in the UK. By November 2017 this had risen to 125,000. The universal expectation across industry analysts is that 1,000,000 registered electric vehicles shall be reached as early as 2022.

The main challenge to reaching this figure is the number of charging points. At present there are 14,000 charge points for electric vehicles in the UK. Whilst that figure in itself sounds high, it is considerably short of meeting the growing requirement for them. Despite incredible advances in the technology behind them it remains the case that the average fully charged electric vehicle has a maximum range of some 150 miles.

A high level of support is available for businesses wishing to install electric vehicle charge points. This is something all Bed & Breakfast businesses must give consideration to.

Electric Vehicles – Bed & Breakfast Charge Points

From the above it is clear that offering a charge point at your business is a highly attractive feature. Having an electric vehicle charge point available at your Bed & Breakfast could be the determining factor in guests choosing to use you rather than a competitor.

One of the concerns about this which Bed & Breakfast owners will have is the cost of installation. These can, as you might imagine, be quite high. There is, however, considerable financial support available for businesses looking to install electric vehicle charge points.

The UK Government is highly committed to ensuring electric vehicles are a success. One of the incentives in place to encourage this comes in the form of financing for charge points. Grants, subsides and shared cost initiatives are available from a number of Governmental departments, in particular the Office of Low Emission Vehicles and the recently establish Workplace Charging Scheme.

With support in terms of financing and expertise in place at Stewart Hindley we firmly believe now is the perfect time for Bed & Breakfast owners to explore the business potential offered by installing electric vehicle charge points.

The specialist financial experts here at Stewart Hindley are here to help you secure the best commercial loan for your Bed & Breakfast business. We always seek to go beyond this, offering as much comprehensive advice for success as we can. Highlighting the potential for success with electric vehicle charge points is just one of the ways we deliver this.

For more information on how we may be of service to you please get in touch. You can call us on 01488 393042, or drop us a message through our website. We’d be delighted to discuss your plans and requirements, exploring the ways we can help you achieve them.

Breakfast Do’s And Don’ts If You Want To Impress

First impressions count and nowhere is that more true than for the breakfast you are served at a B&B or hotel.

So, our team at Stewart Hindley & Partners, specialist B&B finance and business advisors have put together a few ‘Do’s and Don’ts’ if you are  B&B or hotel proprietor looking to offer breakfast to impress:

DO

  • Offer a variety of fruit juices and tea and coffee styles
  • Make sure the tea and coffee is served hot and not going stale and cold in a thermos
  • Consider introducing Continental pastries like croissants and tasty pastries and serve them warm.
  • Consider offering a choice of eggs, such as poached, scrambled or fried? Guests will be so impressed that you have gone that extra mile.
  • Consider some more à la carte options – even if they don’t order them, guests will be impressed at a wider choice of more unusual choices that they might not cook at home for themselves. Think Eggs Benedict and Kippers, or an omelette.
  • And why not offer guests the option to take breakfast in bed? This ‘room service’ option represents a nice ‘added value’ touch and all you need is a tray and a system for booking it in advance. Guests looking for that extra bit of privacy will usually happily pay a little extra to enjoy this extra slice of luxury.
  • Train your staff to offer prompt and friendly service. Streamlining the serving and clearing away process can make a real difference to guest satisfaction, particularly if they are in a hurry to get going in the morning.

DON’T

  • Just play safe – Think beyond the old fashioned one ‘trick pony’ of full English breakfast and cereals to create a mouth-watering and varied breakfast menu
  • Don’t forget that, no matter what menu you finally offer, the ingredients you use are of paramount importance.

You might be able to save money by stocking your fridge with your local supermarket’s basic range, but these days, guests will recognise and appreciate quality ingredients.  And it is just this sort of thing which will get you glowing reviews on Trip Advisor, word-of-mouth recommendations and repeat visits.

  • It’s not all about the food, so don’t leave your breakfast restaurant layout to chance.  Make sure that there are small and larger group settings to accommodate all parties; offer a good selection of the latest newspapers and magazines and put jugs of iced water on the table for guests that might need to hydrate after the night before!

Did you find this helpful?

If you are looking at starting a bed and breakfast, or building up an existing guesthouse business; wherever it is, we can help.  At Stewart Hindley and Partners, we understand the hospitality business through and through.

We are long-established specialists in securing bed and breakfast and hotel finance.  Our experienced team will be able to offer you friendly and informative advice to help you get the best rates and business support and hold your hand through the business planning required to secure finance.

Browse our site for case histories and further information, or call us now to speak to our team of experts.

How To Deal With Complaints – Dos And Don’ts

Guest house and hotel owners will inevitably be required to respond to the occasional case when guests feel they have had a slightly less-than-perfect stay.  So, what is the best way to handle complaints?

Leading hospitality finance experts Stewart Hindley & Partners have put together a few handy list of ‘Dos’ and ‘Don’ts in these situations:

DO

  • Focus on providing a great customer experience with attention to detail and set realistic expectations before guests arrive. That way, you can ensure that you don’t give customers a reason to complain in the first place.
  • Be ready for those few complaints that you might get. This means being sure you know your establishment inside out. You want to be ready for almost any question, or tackle any issue, that your guests could possibly think up.  You should also decide what your stance will be when a customer confronts you, what your policy is on compensation and how you will validate a complaint.
  • Anticipate – have an outcome ready for as many complaints as you could think of, so try to bring the topic on to this, so as not to draw out the length of the discussion.
  • Stay calm, even if the guests are worked up themselves. When a guest does decide to make a complaint, it’s important to think about your tone of voice, staying polite at all times and choosing your words carefully – especially if the complaining guest is quite animated.
  • Be sure to also take the nature of the complaint on board, and look to improve whatever it is that went wrong for the guest. For example, look into upgrading a bed if guests complain it is uncomfortable.
  • Endeavour to bring about a speedy conclusion to all complaints. Delaying will only escalate the issue.

DON’T

  • Misrepresent or over-promise clients with your promotion. For example, make sure that any promotional images you use are a realistic representation of your establishment. Use a good photographer to capture all of your ‘best sides’, but don’t mislead with images of views which do not apply to your rooms.
  • Don’t feel you necessarily have to agree with everything that the complaining customer is saying – especially if you feel that some or all of what they’re saying is unfair. A better way to ‘diffuse the bomb’ is to acknowledge what the customer is complaining about, and try to shift the conversation on to the resolution.
  • Don’t dwell on the complaint because, more often than not, a negative can be turned on its head to become a positive. Look upon it as an opportunity to impress with how responsive you are to complaints and to ‘practise’ your customer service skills.
  • Don’t forget to treat the experience as a learning curve – to get even better at handling these situations in the future. Use it to hone your customer service skills, taking on board the criticism and using it to give your guests better experiences every time they come and stay with you.

Need a helping hand?

If you are looking to start or grow a  bed and breakfast or hotel business, the chances are that, at some point, you will be seeking out bed and breakfast funding or hotel mortgages.

At Stewart Hindley and Partners, we are in an ideal position to help you as we understand the hospitality business through and through. We are long-established specialists in securing hospitality finance. Our experienced team will be able to offer you friendly and informative advice to help you build and improve your business. Browse our site for case histories and more information about the process involved, or call us now to speak to our team of experts.

Source:
https://eviivo.com/trade-secrets/customer-service/customer-always-right-deal-difficult-guests/