Much of that comes down to paying attention to the little things. Over the years, while traveling, we have often noticed small problems that could easily have been corrected before a guest arrived. That experience has helped shape how we would approach running a property.
Our philosophy is simple:
Notice the things a guest will notice before they do.
Actually Stay in the Rooms
We believe an innkeeper should spend a night in every room whenever practical.
A room can look great during an inspection, just as a car can look great sitting in a driveway. But until you actually use it, or test-drive it, you do not really know how well everything works.
Sleep in the bed. Take a shower. Watch the TV. Use the Wi-Fi. Charge a phone. Adjust the heat or air conditioning. Close the curtains. Listen to the room at night.
That is how you discover things that are not obvious during a five-minute inspection.
It Is the Little Things
Some of the things we would routinely watch for include:
- Lights and lamps that do not work.
- Shower controls that clearly indicate hot and cold.
- Loose or dripping faucets.
- Toilets that leak or continue running.
- Loose, worn, or inoperable electrical outlets.
- Convenient outlets or charging locations beside the bed.
- A practical table or desk where a guest can work.
- Curtains or blinds that close properly.
- Doors, locks, handles, and fixtures that operate smoothly.
- A convenient place for luggage.
- Heating and air conditioning that work properly.
- Unpleasant smells corrected rather than covered up.
- Clean switches, remotes, vents, corners, fixtures, and areas behind furniture.
If something is provided for the guest, it should work.
Make Things Easy for the Guest
Instructions should be simple and easy to find. That includes Wi-Fi information, heating and air conditioning controls, and especially the television. Guests should not have to experiment with multiple remotes or inputs just to watch TV.
We would provide clear TV instructions along with an up-to-date channel list. Remote batteries would also be checked regularly rather than waiting for a guest to discover they are almost dead.
We also like the idea of maintaining a simple, regularly updated "What's Nearby" page with restaurants, coffee, groceries, pharmacies, gas stations, and other useful local information.
Pay Attention to What Guests Tell You
Guest reviews are valuable feedback and should be checked daily.
We believe every review deserves a response, positive or negative. More importantly, when a review identifies a legitimate problem that can be corrected, it should be addressed quickly so the next guest does not encounter the same issue.
Good Hospitality Is Also Good Business
Taking care of these details is not only about making guests happier.
It can lead to better reviews, repeat customers, recommendations, and more bookings. It can also reduce operating expenses. A running toilet, dripping faucet, failing air conditioner, or other small maintenance issue can quietly waste water, electricity, and money if nobody is paying attention.
Take pride in the property, pay attention to the details, treat guests well, and solve small problems before they become big ones.