room description - how honest should you be?

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TheBeachHouse

TheBeachHouse

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we are totally honest, but still get disappointed guests.
we have two rooms that are deeply discounted. People book them first - cuz they're cheap. And then complain.
One has the bath down the hall. The other is first floor so it has a limited view and might be noisy.
Should I say so? Should I say, "discounted price because the bath is down the hall?" We already say, "Private bathroom steps down the hall with antique clawfoot tub/shower combination."
should I say, "discounted price for limited ocean view and proximity to common area?" We already say, "First floor room, limited ocean view."
I find it frustration when people get upset after they chose the room. Of course you don't have the best view in the house. We charge more money for that room.
 
We tell people that our rates are based on: 1. the amount of space 2, level of privacy 3. the amenities, like views, fireplace, level of luxury. So when they are thinking of booking the least expensive suite they will know that they are getting our smallest, least private accommodation. If they are looking for a higher level of space, privacy or luxury they know they will have to pay for it.
I would not emphasize the negative aspects of the rooms or you will never sell them at all. Honesty, yes. But I would not stress words like "discounted" or "limited" . Try to put a positive spin on all of your rooms stressing that your least expensive room is a great choice for those looking for a bargain, while still getting the the experience of staying at your lovely B+B.
 
Do you actually speak to the guests prior to arrival? If not, I would start phoning those guests that book your cheaper rooms and simply throw in a quick statement while confirming the room with them? "Ok, so we have you arriving on 11/5, checking out on 11/7, in our X Room. The price of this room does reflect the fact that there is not a scenic view/ an attached bath. We want to be sure you are aware of this and are okay with it."

I don't think being so obvious on the website is necessary - yes, mention that the bath is steps away, or the view is not available in this room, but no need to specific it is priced for that reason. Verbalize this on the phone with them, so you have that connection with them. It will make it much harder for them to complain once they have actually spoken to you.
 
DH wants me to put exactly that on one of our rooms - Lower price reflects bathroom in hallway, not in room.
It's stated 3 times on that page that the bathroom is across the hall. But, if that's what it takes to keep the frowny faces at bay, so be it.
For your room with the limited ocean view? Say 'no ocean view'. Then they'll be happily surprised to see there is a limited view.
THEN, do what I'm going to do later this week...draw up a chart for your site that lists the room amenities. Start at the top with the best room that has the most amenities and the last room on the chart should be the one with the least amenities.
We go thru the same thing you are. We can see the disappointment when the guest sees where the bathroom is even tho they have been told in many different places what the room looks like, including us actually saying - You did notice the bathroom is across the hall and not in the room, correct? and the guest saying - Yes, that's ok. There is also a floor plan that is linked from every page.
 
My plague room just got booked for a week. I sincerely hope the guest READ the description.
We have had guests call and cancel after reading the room description in their confirmation email.
 
Silverspoon said:
We tell people that our rates are based on: 1. the amount of space 2, level of privacy 3. the amenities, like views, fireplace, level of luxury. So when they are thinking of booking the least expensive suite they will know that they are getting our smallest, least private accommodation. If they are looking for a higher level of space, privacy or luxury they know they will have to pay for it.
I would not emphasize the negative aspects of the rooms or you will never sell them at all. Honesty, yes. But I would not stress words like "discounted" or "limited" . Try to put a positive spin on all of your rooms stressing that your least expensive room is a great choice for those looking for a bargain, while still getting the the experience of staying at your lovely B+B..
Click to expand...
thumbs_up.gif

 
BananaE29 said:
Do you actually speak to the guests prior to arrival? If not, I would start phoning those guests that book your cheaper rooms and simply throw in a quick statement while confirming the room with them? "Ok, so we have you arriving on 11/5, checking out on 11/7, in our X Room. The price of this room does reflect the fact that there is not a scenic view/ an attached bath. We want to be sure you are aware of this and are okay with it."

I don't think being so obvious on the website is necessary - yes, mention that the bath is steps away, or the view is not available in this room, but no need to specific it is priced for that reason. Verbalize this on the phone with them, so you have that connection with them. It will make it much harder for them to complain once they have actually spoken to you..
Click to expand...
thumbs_up.gif
It is amazing what happens when you clearly and honestly tell a guest what to expect before they arrive.
 
happykeeper said:
BananaE29 said:
Do you actually speak to the guests prior to arrival? If not, I would start phoning those guests that book your cheaper rooms and simply throw in a quick statement while confirming the room with them? "Ok, so we have you arriving on 11/5, checking out on 11/7, in our X Room. The price of this room does reflect the fact that there is not a scenic view/ an attached bath. We want to be sure you are aware of this and are okay with it."

I don't think being so obvious on the website is necessary - yes, mention that the bath is steps away, or the view is not available in this room, but no need to specific it is priced for that reason. Verbalize this on the phone with them, so you have that connection with them. It will make it much harder for them to complain once they have actually spoken to you..
Click to expand...
thumbs_up.gif
It is amazing what happens when you clearly and honestly tell a guest what to expect before they arrive.
.
Click to expand...
happykeeper said:
thumbs_up.gif
It is amazing what happens when you clearly and honestly tell a guest what to expect before they arrive.
Click to expand...
Amen to that!
 
People will always think of room prices based on their previous experience.
The room may be really big but have a queen bed, so the room that is smaller with a king bed is more expensive? One has a view. People pay for views. One has a shared bath. One has a tub. One has a shower with no bath. whatever it may be.
For honesty sake, if there is a shower that is not regular size, or sloped ceiling, then THAT needs to be shared upfront. If there is a detached bath, try saying something about it being shared "This beautiful room offers the best value at the inn with the price reflecting the detached bath across the hall."
and by all means show photos, that is half the battle and we can share as many as we want at no extra charge, how bout that! Go for it, share it in photos and see what happens.
I don't ever like to see the word "bargain" sorry Spoons, I just don't think that word should be in the B&B vernacular.
(I am listening to you on this as we all have one room we have to try to sell more than others, people see it how they see it, not how it really is).
 
Joey Bloggs said:
People will always think of room prices based on their previous experience.
The room may be really big but have a queen bed, so the room that is smaller with a king bed is more expensive? One has a view. People pay for views. One has a shared bath. One has a tub. One has a shower with no bath. whatever it may be.
For honesty sake, if there is a shower that is not regular size, or sloped ceiling, then THAT needs to be shared upfront. If there is a detached bath, try saying something about it being shared "This beautiful room offers the best value at the inn with the price reflecting the detached bath across the hall."
and by all means show photos, that is half the battle and we can share as many as we want at no extra charge, how bout that! Go for it, share it in photos and see what happens.
I don't ever like to see the word "bargain" sorry Spoons, I just don't think that word should be in the B&B vernacular.
(I am listening to you on this as we all have one room we have to try to sell more than others, people see it how they see it, not how it really is)..
Click to expand...
Joey Bloggs said:
People will always think of room prices based on their previous experience.
and by all means show photos, that is half the battle and we can share as many as we want at no extra charge, how bout that! Go for it, share it in photos and see what happens.
Click to expand...
I'm taking the photo thing one step farther thanks to JB. I've been doing a blog post on each room. It's much easier on a blog to add big photos and lots of them. You can also be more relaxed on how you describe the room. I'm going to add a link on each room page on the website and add something like: For more pictures and descriptions, please click here to see this room featured on our blog.
 
Breakfast Diva said:
Joey Bloggs said:
People will always think of room prices based on their previous experience.
The room may be really big but have a queen bed, so the room that is smaller with a king bed is more expensive? One has a view. People pay for views. One has a shared bath. One has a tub. One has a shower with no bath. whatever it may be.
For honesty sake, if there is a shower that is not regular size, or sloped ceiling, then THAT needs to be shared upfront. If there is a detached bath, try saying something about it being shared "This beautiful room offers the best value at the inn with the price reflecting the detached bath across the hall."
and by all means show photos, that is half the battle and we can share as many as we want at no extra charge, how bout that! Go for it, share it in photos and see what happens.
I don't ever like to see the word "bargain" sorry Spoons, I just don't think that word should be in the B&B vernacular.
(I am listening to you on this as we all have one room we have to try to sell more than others, people see it how they see it, not how it really is)..
Click to expand...
Joey Bloggs said:
People will always think of room prices based on their previous experience.
and by all means show photos, that is half the battle and we can share as many as we want at no extra charge, how bout that! Go for it, share it in photos and see what happens.
Click to expand...
I'm taking the photo thing one step farther thanks to JB. I've been doing a blog post on each room. It's much easier on a blog to add big photos and lots of them. You can also be more relaxed on how you describe the room. I'm going to add a link on each room page on the website and add something like: For more pictures and descriptions, please click here to see this room featured on our blog.
.
Click to expand...
This is a great reminder. We have PRO photographer coming NOV 14-16 and I have the task of pulling together the shoot list. We have some great stuff and we have to add some new stuff. The link is interesting. It has me mulling options.
 
happykeeper said:
BananaE29 said:
Do you actually speak to the guests prior to arrival? If not, I would start phoning those guests that book your cheaper rooms and simply throw in a quick statement while confirming the room with them? "Ok, so we have you arriving on 11/5, checking out on 11/7, in our X Room. The price of this room does reflect the fact that there is not a scenic view/ an attached bath. We want to be sure you are aware of this and are okay with it."

I don't think being so obvious on the website is necessary - yes, mention that the bath is steps away, or the view is not available in this room, but no need to specific it is priced for that reason. Verbalize this on the phone with them, so you have that connection with them. It will make it much harder for them to complain once they have actually spoken to you..
Click to expand...
thumbs_up.gif
It is amazing what happens when you clearly and honestly tell a guest what to expect before they arrive.
.
Click to expand...
During our first 10 years we were 3 with shared. I never completed a reservation (pre-online days) without saying, "You are aware we are 3 with shared, correct?" If the answer was no, I immediately launched into the "We know many are disappointed, but no streakers are allowed, Therefore we have robes in the closets for guests to use. (chuckle from guest) And we also have emergency facilities, there is a chamber pot under every bed." (chuckle #2) I would then launch into a description of breakfasts. And I more often than not got the reservation.
 
I saw this and thought about this thread:
"Success isn't magic or hocus-pocus - its simply learning how to focus." Jack Canfield[/h3]
So maybe it is just the focus that needs to be adjusted. :) Room descriptions, business operations, all of it. Just the focus.
 
gillumhouse said:
happykeeper said:
BananaE29 said:
Do you actually speak to the guests prior to arrival? If not, I would start phoning those guests that book your cheaper rooms and simply throw in a quick statement while confirming the room with them? "Ok, so we have you arriving on 11/5, checking out on 11/7, in our X Room. The price of this room does reflect the fact that there is not a scenic view/ an attached bath. We want to be sure you are aware of this and are okay with it."

I don't think being so obvious on the website is necessary - yes, mention that the bath is steps away, or the view is not available in this room, but no need to specific it is priced for that reason. Verbalize this on the phone with them, so you have that connection with them. It will make it much harder for them to complain once they have actually spoken to you..
Click to expand...
thumbs_up.gif
It is amazing what happens when you clearly and honestly tell a guest what to expect before they arrive.
.
Click to expand...
During our first 10 years we were 3 with shared. I never completed a reservation (pre-online days) without saying, "You are aware we are 3 with shared, correct?" If the answer was no, I immediately launched into the "We know many are disappointed, but no streakers are allowed, Therefore we have robes in the closets for guests to use. (chuckle from guest) And we also have emergency facilities, there is a chamber pot under every bed." (chuckle #2) I would then launch into a description of breakfasts. And I more often than not got the reservation.
.
Click to expand...
ahem...tight ship with a firm hand on the rudder...these are happy guest difference makers.
 
Brutally honest. I have two cheap rooms. One is small but has an amenity that no other room has, we play that up. The other is small, but not as small. Our price reflects the size of the room and their amenities. We are honest about the rooms.
People from NYC and Paris love those rooms. People on a budget love those rooms. Now, if you are "Laurey Williams" or "Eunice Lovelle Wentworth Howell", you might not like it, you might find it small, cramped and tight. But for the most part the people who buy it, love it. Why? Because it gets them access to everything else that we stand for at an entry price that they can afford. And if you are Laurey or Eunice, then obviously pay more. But you need to make it clear WHY they should pay more and why those rooms are great for the people who do book them.
 
Jon Sable said:
Brutally honest. I have two cheap rooms. One is small but has an amenity that no other room has, we play that up. The other is small, but not as small. Our price reflects the size of the room and their amenities. We are honest about the rooms.
People from NYC and Paris love those rooms. People on a budget love those rooms. Now, if you are "Laurey Williams" or "Eunice Lovelle Wentworth Howell", you might not like it, you might find it small, cramped and tight. But for the most part the people who buy it, love it. Why? Because it gets them access to everything else that we stand for at an entry price that they can afford. And if you are Laurey or Eunice, then obviously pay more. But you need to make it clear WHY they should pay more and why those rooms are great for the people who do book them..
Click to expand...
My sentiments exactly! Nicely put.
thumbs_up.gif

 
"Cozy room with sunrise ocean views, queen bed and daybed. Private bath is steps down the hall and features an antique claw foot tub/shower combination."
I hope that tells peopls the room is 1. small, 2. has a great view and 3. does not have an attached bath.
How much more clear can we be but we still get disappointment. Oh well. For $50 less than the ensuite rooms, you are getting a good deal.
 
TheBeachHouse said:
"Cozy room with sunrise ocean views, queen bed and daybed. Private bath is steps down the hall and features an antique claw foot tub/shower combination."
I hope that tells peopls the room is 1. small, 2. has a great view and 3. does not have an attached bath.
How much more clear can we be but we still get disappointment. Oh well. For $50 less than the ensuite rooms, you are getting a good deal..
Click to expand...
Can you call them and also verbalize it? I really feel this is important, or the disappointment may continue. A lot of people will just look at the pictures and not read the print.
 
TheBeachHouse said:
"Cozy room with sunrise ocean views, queen bed and daybed. Private bath is steps down the hall and features an antique claw foot tub/shower combination."
I hope that tells peopls the room is 1. small, 2. has a great view and 3. does not have an attached bath.
How much more clear can we be but we still get disappointment. Oh well. For $50 less than the ensuite rooms, you are getting a good deal..
Click to expand...
My take on it is that if there is an issue, why not just be plain about it. For example:
This room has a great ocean view (beautiful sunrises!) but it is small (we prefer to call it "cozy") and it does not have an attached bath (although your own private bath is just steps down the hall). The room has both a queen bed and an additional daybed, while the bath features an antique claw-foot tub with shower.
To me, this makes the point quite clearly, but still does not undersell the room.
Just an idea.
 
BananaE29 said:
TheBeachHouse said:
"Cozy room with sunrise ocean views, queen bed and daybed. Private bath is steps down the hall and features an antique claw foot tub/shower combination."
I hope that tells peopls the room is 1. small, 2. has a great view and 3. does not have an attached bath.
How much more clear can we be but we still get disappointment. Oh well. For $50 less than the ensuite rooms, you are getting a good deal..
Click to expand...
Can you call them and also verbalize it? I really feel this is important, or the disappointment may continue. A lot of people will just look at the pictures and not read the print.
.
Click to expand...
BananaE29 said:
Can you call them and also verbalize it? I really feel this is important, or the disappointment may continue. A lot of people will just look at the pictures and not read the print.
Click to expand...
I'm going to do this from now on.
 

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