Tuesday, 12 February 2013

Thoughts on the past and the future…

As we subside gently into the season of peace and goodwill (otherwise known as the frantic period of cleaning, decorating and updating before the guests start coming again), I just thought I’d share a few thoughts.  


First, we’ve now been doing this for 6½ years - and STILL enjoy it.  The variety of delightful people you meet - and with whom we enjoy a pleasantly shallow relationship - is unbounded. In that period, we’ve had nearly 3000 people come to stay, many of them several times.  We can count on fewer than the fingers of one hand those we’ve had a problem with (i.e. less than 5).

Second: we’re still trying very hard.  As a departing guest said this morning: “Everything on the breakfast table had just that little bit extra added to it, which makes such a difference.”  And, when I thought about it, it was largely true.  You don’t just get grilled tomatoes here; you get grilled tomatoes treated with herbs and seasoned.  You get really good bacon & sausages from free-range pigs; the eggs come from a local farm; you get home-baked bread, made with our own blend of flours. Actually, we don’t push the envelope on everything: I can’t think of much to do with Heinz beans other than heat and serve them.  Mind you, they’re pretty good as they are.  The same goes for Heinz ketchup and HP sauce.  BTW, if anyone know of a better way to do beans PLEASE let me know!

Third: the plethora of regulations can be irritating, but they are there for a purpose and most of the officials we have to deal with aim to help us meet their needs in the context of improved safety, quality and reliability that led to their creation in the first place.

So, all in all, I don’t regret a minute of our time here, and I hope it’ll go on for much longer.  It’s a great life, if you don’t weaken.

Merry Christmas and a happy New Year - and, keep coming!

What does your website REALLY do...

We’ve been looking at Google Analytics on our website for some time
now.  We’re always fascinated to see just how and from where people
find us.  In the past 6 months, people from 60 countries have
visited our site.  It’s also clear that the proportion of people
accessing the site via mobile devices, as opposed to PCs and laptops
has gone from 10% to 20% in a year.  Goshdarnit, I’ll just have to
invest in that pesky old mobile site, now!  It’s all good stuff, but
some of the tools in there mean that you can REALLY tie yourself in
knots…  I’m also looking at Analytics for the discover Weardale
website, which is kinda inneresting (www.discoverweardale.com). 
This site is actually doing rather well, being heavily used for
seeking out events in Weardale, and for people looking for
accommodation.  we get a lot of hits from it.

Boutique B&B or Boutique hotel?


This has been exercising me for some time.  A number of what I would call boutique hotels have been forced to masquerade as boutique B&Bs, because they could not meet ALL the requirements for a hotel designation, as laid down by the quality standards of the Tourist Board (or Quality in Tourism, run by and for VisitEngland as they call it these days).  Now, however this is changing.  there is a good article on the subject, by VisitBritain -http://www.visitengland.org/Images/Boutique%20hotel%20or%20BB(4Dec12)3_tcm30-35814.pdf - which points out, quite reasonably, theat the standards should focus more on quality than quantity, and that the “hotel” moniker can now be applied to a wider group of accommodation providers, as long as they do it well.  Good news I think.

i HATE Mirrors!

I HATE MIRRORS!  Especially the one in our Pink Bedroom.  It has periods where it just will not come clean (it won’t tell me what it saw either, but that’s fine).  I dust it lightly, apply a minimum of cleaning material - usually vinegar & water, but I have been known to attack it with everything from bathroom cleaner to sugar soap and all points in between - or I soak it in unguents, polish and polish and - streaky.  Often it looks fine to start with, but turn my back and look again and the marks are back.  I wonder if it’s haunted? Or possessed of an evil demon.  (BTW: how many benign demons do you know?)  It seems to be more to do with the weather than with me or the mirror per se.  If it’s cold & wet, it is gonna be trouble.  Warm and dry, it’s fine.  Has anyone any ideas? HELP!!

What matters more? Quality or Price



We run a Bed & Breakfast in North-East England. (www.dowfoldhouse.co.uk).  Although I say so myself, we’re pretty good at it.  We’ve won Best B&B in the North-East; a Gold Award from the Green Business Tourism Scheme (GTBS); lots of breakfast awards.  We also have 60 very positive reviews on TripAdvisor, and we strive absolutely for quality.  We aren’t cheap - probably (just) the priciest B&B round here - but if people actually stay here, we get no quibbles about value.  Yet, if the first question people ask when they call us is: “How much is it?”, we can almost guarantee they won’t book.  If they ask: “Do you have such and such availability for some date(s)?” We almost certain they will book.  A few gulp slightly at the price when we discuss it, but they still book.  I suppose my real question is: how do we stop people asking the first question - or is it inevitable that it is uppermost in the minds of some (actually quite a lot of) people?

Thursday, 21 June 2012

Dowfold House's latest staff member

Dowfold House Bed & Breakfast has a new member of staff - one Rafford (known as "Raffie).  He is 12 weeks old, a springer/cocker spaniel cross and UTTERLY adorable!

His job is to chase the cats, rip up towels and generally be a complete nuisance.  He's very good...

Thursday, 7 July 2011

When is a B&B NOT a B&B?

Answer; when it’s a hotel, or guest house. There’s a lot of confusion between the three genres of “serviced accommodation”, as the Tourist Board call the sector, and it leads do a lot of unhappiness and dissatisfaction amongst guest and host alike. Expectations are different; even the poorest hotel may outshine the fanciest B&B in terms of range of services – yet may equally be outclassed in terms of the core offerings – a nice room and a delicious breakfast.

So let’s try and arrive at definitions of the three, always remembering that each covers such a range of prices, facilities and indeed personalities, that sweeping generalities will always be wrong at some point. Nevertheless, in the words of Edward Heath (as re-iterated by Monty Python…) “We’re going to have a try”.

First, the B&B, or Bed & Breakfast. Its primary defining characteristics are well described in the name; a good night’s sleep and a thorough breakfast. Most other aspects of a B&B’s offerings are derived fairly closely from those two key necessities. There is, however a third: the personal touch. B&B is about the hosts inviting guests into their home; I’d suggest that, if the hosts do not live on the premises, then it’s not a B&B – it’s a hotel or guest-house. You could go further and say that, even if the hosts (who will almost invariably also be the owners) live on the premises, but in a separate part of the building, then it is edging away from the “personal” aspect of a pure B&B. This (limited) intimacy with the business and with the guests is for us one of the glories of running a B&B, and if you are the kind of people that enjoy people, then this is the place for you to stay, or even to run.

Again, B&Bs by their personal nature, tend to be small. There is a distinction in English law that says, if a person lets out three bedrooms or fewer, incorporating no more than six beds, then theirs is not a commercial establishment – rather, it is a private person welcoming guests into their home. That’s not to say that larger places cannot be B&Bs; but they will be governed by commercial workplace – and work-force – legislation to a much greater extent than the private B&B establishment.

They tend to be not only run, but largely staffed by their owners. While a hotel owner may practically never even visit his investment, it is by and large the perspiring owner of the B&B who meets you at the door, shows you to your room, cooks and serves the classic English breakfast, takes your money, cleans the room and washes and irons the sheets. I fear we’ve chickened out on the last bit and get the ironing done by someone much better at it than us – it’s called “getting a life”.

Because they do all this themselves – and because they do need occasionally to do other things like live, be parents, members of the community – or deeply lazy, if you prefer – they do tend to seek later check-in times for their guests than you would expect in most hotels. Even if you “just want to drop our bags off, then we’ll be out again, don’t worry”, they still have to be ready, and to receive you – often during the small amount of time when they need to do other things. Please try to be sympathetic to this, and you’ll find most hosts will do their best to be correspondingly sympathetic to your needs.

You won’t find staffed 24/7 reception at a B&B. They tend to sleep when the guests do. Not as long, of course, but they do need it, promise! They also tend to be less good on the telephone before about 10am and later in the evening – ‘cos they are either busy cooking, or busy applying the restorative glass of wine that helps so much. More importantly, though, you will in general find 24/7 concern for their guests; it’s what drives your hosts, perhaps more than the money (since there’s not too much of that…).

To summarise, a (good) B&B is personal, individual and dare I say quirkier than the more mainstream hotels and guest houses. It offers a more focussed service – and often simply more service. If you enjoy interacting with the people around you it’s a great place to stay; if you’re more after seclusion, anonymity, and “peace perfect peace, with others far way” (to paraphrase), it may not suit. You won’t find squadrons of lackeys leaping (like that bit of alliteration?) to your bidding; you will find one or two people deeply committed to your welfare.

Enough for now; I’ll get on to the guest-house v the hotel in a future outpouring.