Ha, ha, I wrote back to her after reading this and said, with the exception of the bevy of good looking guys helping with the luggage, it sounded like she'd just checked into my B&B. Or, like she checked into a hotel trying to be a B&B.
Service Overload: Is there such thing as too much customer service?
Submitted by JunieBJones (JBJ) on Mon, 02/23/2009 - 4:52pm
Excerpt: We were helped immediately by the front desk staff, who inquired about our travels and plans. The manager was called out to meet us and shake hands -- this were I started to feel uncomfortable. They were all lovely, but I was just checking in for the night, not marrying into the family! Their 'over to top' caring and solicitousness was just that - over the top.
Next, we were "escorted" to our room. Again, maybe it's just me, but really, I am capable of making it the second floor without an escort! We were then given a full 'tour' of the room and instructions on how to use items in the room. (Who hasn't operated a TV or thermostat?) I am usually telling stories or poor -- or even inexcusable -- service, so this one caught me off guard. I can't actually fault them, they certainly did nothing wrong. However, the service was not only more than I needed -- it was more than I wanted, and even more important, it made me feel uncomfortable; and that couldn't have been their goal.
For full article click here
website: Wine and Hospitality Network.com
I think when there's a lot of "don't do this or that", that can be "hospitality" over the top 
Yeah, she may think she can operate a thermostat but we had a guest who somehow managed to turn off our entire house system in the dead of Winter. (We have a pretty fancy programmable touchpad thermostat in one location.) Also, had a guest who couldn't figure out how to turn on the jets on a tub (it kinda turns vs. being a push button). And, "How do you turn on the steam shower?". All of this info is written in the room book and individualized for each guest room. Who reads??
These are the reasons that B&B hosts often do quick "tours" as we know....
Gee, I never thought of showing my guests to their room and pointing out where the light switches and thermostats were located or telling them the fruit and snacks were on the dresser in case they had an attack of the munchies as being "over the top". I thought it was common courtesy. I remind them to please inform me as to what time breakfast is to be ready and then disappear. But I don't roll DH out unless I have to or he happens to surface while the poor guests are visible (talking machine).
Thanks for posting the article. I found the user comments here interesting. (Perhaps defensive?) Might do them good to see the overall feedback - which was consideable. (I might add that I think checking into a B&B is different than checking into a hotel, and I believe it is - and should be - more personal. I don't believe a hotel staff has the same actual care level for every guest, so it can come off as insincere. I don't believe that is usually the case with very small properties.
The full responses are at the blottom of the article here: http://blogs.wineandhospitalitynetwork.com/index.php/whnblog/2009/02/19/service-overload-is-there-such-thing-as- - it's always good to listen to the guests' perception!
Welcome to the forum Margie! (opinions and styles vary greatly on this forum, fyi)
My take on the whole thing is this - and maybe some folks need to travel a bit more to get it:
When you have been on the road for 4, or 5 hours or ALL DAY the last thing you want is chit chat and being hand-held around pointing out this and that.
I am 100% in agreement.
Perhaps that is not even a good term for it - CUSTOMER SERVICE. Perhaps hotels and some in hospitality consider this "service" when it really is not service at all.Like in any fine dining restaurant if the server hovers they are not adding to the enjoyment of your meal, pointing out which fork to use is not necessary. They need to be there and available and anticipate our needs.
Service would mean - having the room set just right for you upon arrival, lights on, heating or cooling set to the "ambient temperature" and everything IN ITS PLACE for you. Yes, there actually is an ambient temp - even tho some argue people like it too hot or too cool. Ambient is what 70-73F?
Honestly, guests do not hear a word of it at check in, they have one thing in mind - flush and replenish, stretch out, kick back, grab a bite, etc.
I wanted to post your article on this innkeeping forum because many people do not wish to stay in Bed and Breakfasts because they expect the helo-hovering innkeepers. They say as much, they write it in magazine articles and newspaper columns.
As an innkeeper, it is our job to read the guests minds, read their actions, see what they WANT and PREFER right now. The moment they step in the door is the wrong time to lay it all on them. Show them the necessities and say "Here is my door give us a holler if you need anything." Then begone. 
As an innkeeper, it is our job to read the guests minds, read their actions, see what they WANT and PREFER right now. The moment they step in the door is the wrong time to lay it all on them. Show them the necessities and say "Here is my door give us a holler if you need anything." Then begone.
Except when the guest decides that midnight is when they need you to show them how to operate the keypad to get back in the door. Or don't want to disturb you so they freeze all night not knowing that the thermostat will make the room warmer. (Seriously, woman from a tropical island asked if we couldn't possibly turn the heat up just a bit as she froze the night before. And each room has a very visible thermostat but she had NEVER seen one before and didn't know what it was for. The A/C, maybe?)
If I neglect to run thru the spiel on check-in, those are the guests with the most questions. But, even so, many are just as you describe...not interested in what I have to say at this point in time.
As an innkeeper, it is our job to read the guests minds, read their actions, see what they WANT and PREFER right now. The moment they step in the door is the wrong time to lay it all on them. Show them the necessities and say "Here is my door give us a holler if you need anything." Then begone.
Except when the guest decides that midnight is when they need you to show them how to operate the keypad to get back in the door. Or don't want to disturb you so they freeze all night not knowing that the thermostat will make the room warmer. (Seriously, woman from a tropical island asked if we couldn't possibly turn the heat up just a bit as she froze the night before. And each room has a very visible thermostat but she had NEVER seen one before and didn't know what it was for. The A/C, maybe?)
If I neglect to run thru the spiel on check-in, those are the guests with the most questions. But, even so, many are just as you describe...not interested in what I have to say at this point in time.
Some don't get here til midnight either.
Oh, yeah, there's that, too. THEY seem to be able to figure out the keypad, tho. I can hear that with my room so close to the front door. If I hear the 'error' beep I have a keypad mantra I hum to myself in the hopes it helps them so I don't have to get up!
And for them, the temp is set to 'sleeping' temp and their lights are low, just enough to find their way around the room. Of course, we know for me that is below 60 so not everyone is happy! And there's always the room book, which Samster noted no one reads.
Oh, right and that's the other one...'We couldn't connect to the internet, we didn't have the password.' Hmmm. I need a more obvious place than in the room book to post that. I don't get this. Hotels have this same info book for guests. We're not creating some new and untried feature here.
And then they're peeved because they also didn't want to disturb us. Can't win.
