Coopetition

We have an inn next-door to us who we've had a "coopetition" relationship with since we came here two years ago.
While we both offer rooms, we've been comfortable recommending the inn's pub and restaurant to our guests. We describe their offerings and menu, along with those of the other two restaurants in town.
While I've suspected as much, this morning two of my guests told me that the inn's owners "attempted to poach us, and wanted us to stay at their place the next time we came to visit. We told them we were very loyal to you."
I've hoped that they wouldn't have been so blatant, but apparently they have been. At this point, I plan to start steering more of my guests to the other two restaurants. I can't act like the building next-door doesn't exist, but I plan to gently dissuade guests with such true statements as "it's the most expensive of the three restaurants" and "if you're a fan of smaller portions with an emphasis more on presentation then you will enjoy them."
I always want my guests to be matched up with the right restaurant so they'll enjoy their stay, but I cannot reward proprietors who take my generosity and then try and steal my customers so blatantly.
Have I been fair in this, or foolish? I don't know that a direct conversation with them will change anything, but should the opportunity present itself I have no compunction about being honest about my disappointment with them.

I had a tenuous relationship with a larger inn here when we first opened. I would sometimes refer large parties to them or my overflow. I finally had to totally break away from them when my guests told me that they were not only trying to get them to stay there (my guests were sweet and told them how much they loved it here...thank you!) but they started actually bad mouthing me and my property to my own guests. And, the other inn would call me to reserve rooms when they couldn't accommodate people and then pull the rooms back to their place when they had cancellations. They felt no obligation to either pay any cancellation fee or room charges to me either despite agreeing to my cancellation policy. I had to tell them that guests needed to call me directly or I could no longer help them out. And, I ended up sending callers elsewhere when I had no rooms due to their bad T A reviews.
I never said a bad word about them when our guests inquired, just that we offered a different experience.

Similar situation here. Another inn, close by, but not next door, used to chat up random people in the street and ask where they were staying. One couple staying here thought it was odd and told us about it. Said he went into a sales pitch about everything he offered that we didn't.
We also used to do joint dinners with them until our guests came back and said their entire meal was like being at one of those vacation rental presentations.
They lifted our website info word for word, had the same packages, etc.
We never mentioned it to them but we were no longer available to do the dinners. And when we were full we referred to other places first.

Madeleine said:

Similar situation here. Another inn, close by, but not next door, used to chat up random people in the street and ask where they were staying. One couple staying here thought it was odd and told us about it. Said he went into a sales pitch about everything he offered that we didn't.
We also used to do joint dinners with them until our guests came back and said their entire meal was like being at one of those vacation rental presentations.
They lifted our website info word for word, had the same packages, etc.
We never mentioned it to them but we were no longer available to do the dinners. And when we were full we referred to other places first..

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And, isn't it a shame that it had to work out that way? There was enough business to go around here at the time. I never understand why people can't honor their commitments and why some people must tear others down in an attempt to build themselves up....

We've had the same type of thing happen to us. It's despicable. When we first started doing weddings a year+ ago, we had a restaurant/inn try and steal a wedding from us. This was a place that would have gotten an amazing amount of biz from us. They even went so far as to ask the bride if she'd actually signed a contract yet, and they knew we were the ones sending them $4,000 of biz for that reservation!
We're in such a small town, I've chosen not to confront them, but I never recommend them and will never send another wedding party to them.
I'm sorry you've got such short sighted neighbors. I would do exactly what you mentioned above. Steer your guests someplace else.

I would do the same - never recommend them again. I would only mention them if asked about them specifically. As in - Oh yes, the food is good, I just thought you would prefer good-sized portions of good food.
I am fortunate - to my knowledge, no one has done a back-stab but I do not have a restaurant and there are no other B & Bs in the County.

Madeleine said:

Similar situation here. Another inn, close by, but not next door, used to chat up random people in the street and ask where they were staying. One couple staying here thought it was odd and told us about it. Said he went into a sales pitch about everything he offered that we didn't.
We also used to do joint dinners with them until our guests came back and said their entire meal was like being at one of those vacation rental presentations.
They lifted our website info word for word, had the same packages, etc.
We never mentioned it to them but we were no longer available to do the dinners. And when we were full we referred to other places first..

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If you had a copyright notice on the bottom of your website (and everyone should) you could have had your attorney send them a cease and desist letter requiring that they change their website.
Our competitor regularly copies everything we do, usually within 3 months of us initiating it -- from adding a fire pit and seating along to the river, to adding raised-bed gardens to grow vegetables for meals. My usual dismissal is "imitation is their sincerest form of incepting."

It is bad business practice. Frankly, I would never associate my guests with someone who does the same thing.
I think coopetition is with related businesses. I see a B&B associating with:
whitewater rafting, bike rentals, skiing, hunting, and other adventure services
spa/salon services such as nails, hair, massage, facials, etc.
touristy things
minister for weddings
area restaurants.
AND, this would be with the understanding that they recommend me as much as I would them - giving each other promotional materials for display, etc.. If you never get referrals from them, I would drop them and get another in their category.
From biology class:
symbiotic - two organisms help each other (lichens is an example)
saprophytic - one benefits, the other is neutral (a vine using a tree for support is an example)
parasitic - one benefits, the other is hurt (every cold/flu virus, etc. are examples)
Always shoot for symbiotic!!!

undersea said:

It is bad business practice. Frankly, I would never associate my guests with someone who does the same thing.
I think coopetition is with related businesses. I see a B&B associating with:
whitewater rafting, bike rentals, skiing, hunting, and other adventure services
spa/salon services such as nails, hair, massage, facials, etc.
touristy things
minister for weddings
area restaurants.
AND, this would be with the understanding that they recommend me as much as I would them - giving each other promotional materials for display, etc.. If you never get referrals from them, I would drop them and get another in their category.
From biology class:
symbiotic - two organisms help each other (lichens is an example)
saprophytic - one benefits, the other is neutral (a vine using a tree for support is an example)
parasitic - one benefits, the other is hurt (every cold/flu virus, etc. are examples)
Always shoot for symbiotic!!!.

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I think coopetition is with related businesses. I see a B&B associating with:
whitewater rafting, bike rentals, skiing, hunting, and other adventure services
spa/salon services such as nails, hair, massage, facials, etc.
touristy things
minister for weddings
area restaurants.
On this I agree and disagree. I have spent a lot of time on the phone over the years looking up and giving phone numbers of other B & Bs and/or stables to Folks who either had no clue where I was located, I did not have availability, or whatever reason I could not help them. I once gave way a 3-night when I was in NEED to another B & B because they were closer to what the guest wanted to do - even though it was doable from me. I have no idea if anyone I have sent people to has ever returned the favor. I have helped the guest. Out and out back-stab or hijacking would get no more recommendations. I also recommend places to see/do around the State (and in other States if guests are going that way) who have no idea I exist. It is hoped that the guest will remember the help in the future.

We are lucky where I am we have about 50 B&B's approx. 4 don't play well with others - but they don't play at all no poaching but no referring either which I see as fair.
I am in a terrace with 6 B&B's we refer to each other first as if a guest is looking for our location the same applies to all - then we refer out to our Accommodation Harrogate Network which we can refer via our web site or email network
Not to show off but I have an extensive knowledge of the local accommodation competition - what they do, offer room types and so on - this is key for particular things ie family rooms, ground floor rooms, off street parking and so on. We all try and work to keep the money in B&B's and out of the hands of the budget hotels.

I have this happen to us. I sent them 32 guest last year. They sent nothing to our house. We even started them out with setting up their business.

Flower said:

I have this happen to us. I sent them 32 guest last year. They sent nothing to our house. We even started them out with setting up their business..

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then send them elsewhere - its that simple.

We send guests to other B&Bs when we are full. We don't think twice about it. I figure it's good for the industry and the B&Bs that I do this with, send people to me as well.
We did find a restaurant that was doing Air illegally and that was the end of sending guests there. If you don't have scruples... why should I trust you to take care of our guests.
We were in a restaurant and the service was lacklustre. We send a LOT of guests there. I discussed it with management. They assured me that from then on, my guests would get the right treatment. It was sort of a wake-up call... that you never know who may be in your restaurant and that serving us badly could have meant tens of thousands of dollars in lost revenue. I've asked our guests since then and they are all enthusiastic about the service... but every reservation is done in the B&Bs name... so he knows that I'm watching all the time.
Stop sending guests. Mention it as the last alternative with no accolades, just matter of fact. And then if they decide they are going there, tell them not to mention where they are staying because the owner gets a little "odd" when you do. People will get the message.

fair!
We've had a similar situation here and this is how we handled it. When recommending places, they are just not on my radar. I never say anything negative or derogatory about them, but I also don't steer people there.

Under the, "We have no competition" clause, we have often referred guests to other establishments that will better serve their needs. When other properties are not willing to reciprocate, we omit them from that list. You don't like to see that kind of short sightedness in the industry. Perhaps it's a lack of confidence in their product or that their marketing isn't working.
Have you thought of forging a stronger bond with one of the other restaurants? Are they interested in doing a free app or some such? That might provide a natural reason to send guests there.
BTW, love the professionalism in not bad mouthing them to guests. We have seen that in action once or twice and it ain't pretty.

Jon Sable said:

We send guests to other B&Bs when we are full. We don't think twice about it. I figure it's good for the industry and the B&Bs that I do this with, send people to me as well.
We did find a restaurant that was doing Air illegally and that was the end of sending guests there. If you don't have scruples... why should I trust you to take care of our guests.
We were in a restaurant and the service was lacklustre. We send a LOT of guests there. I discussed it with management. They assured me that from then on, my guests would get the right treatment. It was sort of a wake-up call... that you never know who may be in your restaurant and that serving us badly could have meant tens of thousands of dollars in lost revenue. I've asked our guests since then and they are all enthusiastic about the service... but every reservation is done in the B&Bs name... so he knows that I'm watching all the time.
Stop sending guests. Mention it as the last alternative with no accolades, just matter of fact. And then if they decide they are going there, tell them not to mention where they are staying because the owner gets a little "odd" when you do. People will get the message..

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Regarding referrals (to restaurants), I don't think innkeepers should refer a guest to any business without vetting it. Either a place you really like to eat, one that is award winning in your area. Our name is on every referral, and if the guest is not so impressed with the referral, then it reflects on you.
Bad or lukewarm Yelp/TA reviews, B&B reports, etc. should probably be checked and considered. Not always spot on, but at least a source of info.
There are too many bad to ordinary businesses out there, and I think the whole point of being an innkeeper is to be the expert/reliable source of the places to definitely go.
Doesn't matter if they are next door. If not really good, I would not be in a hurry to send guests there.

undersea said:

Jon Sable said:

We send guests to other B&Bs when we are full. We don't think twice about it. I figure it's good for the industry and the B&Bs that I do this with, send people to me as well.
We did find a restaurant that was doing Air illegally and that was the end of sending guests there. If you don't have scruples... why should I trust you to take care of our guests.
We were in a restaurant and the service was lacklustre. We send a LOT of guests there. I discussed it with management. They assured me that from then on, my guests would get the right treatment. It was sort of a wake-up call... that you never know who may be in your restaurant and that serving us badly could have meant tens of thousands of dollars in lost revenue. I've asked our guests since then and they are all enthusiastic about the service... but every reservation is done in the B&Bs name... so he knows that I'm watching all the time.
Stop sending guests. Mention it as the last alternative with no accolades, just matter of fact. And then if they decide they are going there, tell them not to mention where they are staying because the owner gets a little "odd" when you do. People will get the message..

Click to expand...

Regarding referrals (to restaurants), I don't think innkeepers should refer a guest to any business without vetting it. Either a place you really like to eat, one that is award winning in your area. Our name is on every referral, and if the guest is not so impressed with the referral, then it reflects on you.
Bad or lukewarm Yelp/TA reviews, B&B reports, etc. should probably be checked and considered. Not always spot on, but at least a source of info.
There are too many bad to ordinary businesses out there, and I think the whole point of being an innkeeper is to be the expert/reliable source of the places to definitely go.
Doesn't matter if they are next door. If not really good, I would not be in a hurry to send guests there.
.

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When I was an innkeeper, I went to every restaurant, every attraction, etc. So that I had first hand knowledge of each and every place. If it didn't pass my inspection, I told the guest so. They could decide for themselves. Same for B & B's...I was a state assoc. president...so I knew all my members. Some were great, others not so great. I would not hesitate to give my opinion if asked. I would not say anything about any of them if not asked.

undersea said:

Jon Sable said:

We send guests to other B&Bs when we are full. We don't think twice about it. I figure it's good for the industry and the B&Bs that I do this with, send people to me as well.
We did find a restaurant that was doing Air illegally and that was the end of sending guests there. If you don't have scruples... why should I trust you to take care of our guests.
We were in a restaurant and the service was lacklustre. We send a LOT of guests there. I discussed it with management. They assured me that from then on, my guests would get the right treatment. It was sort of a wake-up call... that you never know who may be in your restaurant and that serving us badly could have meant tens of thousands of dollars in lost revenue. I've asked our guests since then and they are all enthusiastic about the service... but every reservation is done in the B&Bs name... so he knows that I'm watching all the time.
Stop sending guests. Mention it as the last alternative with no accolades, just matter of fact. And then if they decide they are going there, tell them not to mention where they are staying because the owner gets a little "odd" when you do. People will get the message..

Click to expand...

Regarding referrals (to restaurants), I don't think innkeepers should refer a guest to any business without vetting it. Either a place you really like to eat, one that is award winning in your area. Our name is on every referral, and if the guest is not so impressed with the referral, then it reflects on you.
Bad or lukewarm Yelp/TA reviews, B&B reports, etc. should probably be checked and considered. Not always spot on, but at least a source of info.
There are too many bad to ordinary businesses out there, and I think the whole point of being an innkeeper is to be the expert/reliable source of the places to definitely go.
Doesn't matter if they are next door. If not really good, I would not be in a hurry to send guests there.
.

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Trust me - we have either been there or a trusted person has reviewed it. I have a friend who went to restaurants I could not afford (or did not serve anything Himself could eat with his %^(&*) diet) and if she said it was good, it was.
No self-respecting innkeeper would ever suggest a place that was not good, campy, or a hoot without telling the guest it was good, campy, or a hoot in advance.

undersea said:

Jon Sable said:

We send guests to other B&Bs when we are full. We don't think twice about it. I figure it's good for the industry and the B&Bs that I do this with, send people to me as well.
We did find a restaurant that was doing Air illegally and that was the end of sending guests there. If you don't have scruples... why should I trust you to take care of our guests.
We were in a restaurant and the service was lacklustre. We send a LOT of guests there. I discussed it with management. They assured me that from then on, my guests would get the right treatment. It was sort of a wake-up call... that you never know who may be in your restaurant and that serving us badly could have meant tens of thousands of dollars in lost revenue. I've asked our guests since then and they are all enthusiastic about the service... but every reservation is done in the B&Bs name... so he knows that I'm watching all the time.
Stop sending guests. Mention it as the last alternative with no accolades, just matter of fact. And then if they decide they are going there, tell them not to mention where they are staying because the owner gets a little "odd" when you do. People will get the message..

Click to expand...

Regarding referrals (to restaurants), I don't think innkeepers should refer a guest to any business without vetting it. Either a place you really like to eat, one that is award winning in your area. Our name is on every referral, and if the guest is not so impressed with the referral, then it reflects on you.
Bad or lukewarm Yelp/TA reviews, B&B reports, etc. should probably be checked and considered. Not always spot on, but at least a source of info.
There are too many bad to ordinary businesses out there, and I think the whole point of being an innkeeper is to be the expert/reliable source of the places to definitely go.
Doesn't matter if they are next door. If not really good, I would not be in a hurry to send guests there.
.

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Crappy dupe

gillumhouse said:

undersea said:

Jon Sable said:

We send guests to other B&Bs when we are full. We don't think twice about it. I figure it's good for the industry and the B&Bs that I do this with, send people to me as well.
We did find a restaurant that was doing Air illegally and that was the end of sending guests there. If you don't have scruples... why should I trust you to take care of our guests.
We were in a restaurant and the service was lacklustre. We send a LOT of guests there. I discussed it with management. They assured me that from then on, my guests would get the right treatment. It was sort of a wake-up call... that you never know who may be in your restaurant and that serving us badly could have meant tens of thousands of dollars in lost revenue. I've asked our guests since then and they are all enthusiastic about the service... but every reservation is done in the B&Bs name... so he knows that I'm watching all the time.
Stop sending guests. Mention it as the last alternative with no accolades, just matter of fact. And then if they decide they are going there, tell them not to mention where they are staying because the owner gets a little "odd" when you do. People will get the message..

Click to expand...

Regarding referrals (to restaurants), I don't think innkeepers should refer a guest to any business without vetting it. Either a place you really like to eat, one that is award winning in your area. Our name is on every referral, and if the guest is not so impressed with the referral, then it reflects on you.
Bad or lukewarm Yelp/TA reviews, B&B reports, etc. should probably be checked and considered. Not always spot on, but at least a source of info.
There are too many bad to ordinary businesses out there, and I think the whole point of being an innkeeper is to be the expert/reliable source of the places to definitely go.
Doesn't matter if they are next door. If not really good, I would not be in a hurry to send guests there.
.

Click to expand...

Trust me - we have either been there or a trusted person has reviewed it. I have a friend who went to restaurants I could not afford (or did not serve anything Himself could eat with his %^(&*) diet) and if she said it was good, it was.
No self-respecting innkeeper would ever suggest a place that was not good, campy, or a hoot without telling the guest it was good, campy, or a hoot in advance.
.

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And it's a tax deduction (research)!