That's Why I Wouldn't Want to be 5 star

[Momma Smurf]

Aaaaah. Not again. People over an hour late checking out, when we knocked on their door and told them they promptly took all their bags out of the room, dumped them in the hall and took up residence in the dinning room to use their computer.
I got really annoyed and they knew it, I don't usually let guests see this. Probably get a bad ta for that. C'est La vie!!
This is my home, apart from the dinning room at breakfast downstairs is our space and I don't want people sitting in my dinning room well into the afternoon after they have checked out. We get a few brief hours during the day with the house to ourselves between cleaning the rooms and guests arriving.
These people just seemed to be in a world of their own, he came down to breakfast 10 minutes after it finished yesterday and still expected the full service. I'd have said no, cos I'd already cleaned the cooker down and put all the pots away but DH said ok whilst I was out checking the chickens. They asked me to book them a table at the local inn and then left here 20 minutes after the time they'd booked, I don't know how that went down at the Inn. They were only out of their room for 3 hours yesterday, so they've had ample time to use the internet.
I have toyed with the early check-in and late check-out charges, my concern is you have to be up-front about these things and I just feel it gives a mean spirited first impression.
Going that extra mile is one thing, and I've got 520 5-blob reviews on ta so we must be doing something right, but some people just take the mick and/or abuse our hospitality..

I don't think it is mean spirited, if you mean late check out and check in charges. I am sure it is the policy of almost every motel and hotel in the world, so why should we be different? You post it "nicely" in the logical places and charge it against their bill. And maybe make exceptions based on your own judgment.
But as I said before, I am still not in agreement so much with the pushing them out the building by 11:01am. I think this is asking for bad reviews. Pretty much every lodging has a seating area, and some people may have to wait for a meeting/lunch appointment/something to open. Yes it is a home, but it is also a business. Also, people keep saying it is the only time to have the place to themselves, but that is not the case when someone is there for more than 1 day. I would very likely hammer someone who went "Mr. Hyde" on me because I happened to be somewhere on their property as a nuisance and insurance risk, and I would definitely never return and never refer anyone. But each person must decide their policies...
.

But as I said before, I am still not in agreement so much with the pushing them out the building by 11:01am. I think this is asking for bad reviews. Pretty much every lodging has a seating area, and some people may have to wait for a meeting/lunch appointment/something to open. Yes it is a home, but it is also a business. Also, people keep saying it is the only time to have the place to themselves, but that is not the case when someone is there for more than 1 day. I would very likely hammer someone who went "Mr. Hyde" on me because I happened to be somewhere on their property as a nuisance and insurance risk, and I would definitely never return and never refer anyone. But each person must decide their policies...

It's a "Bed & Breakfast"!!! If someone needs to use the internet into the afternoon then they need to book somewhere with the facilities they need. Not book accomodation at the lower end of the price scale and automatically assume they're going to lay on any facilities required. Book a hotel with a business centre or at least a guest lounge. There are plenty of hotels around here with these sorts of facilities, the only problem is they're charging 2x - 3x as much as us.
.

While that is true, so does Motel 6 at half the cost of the B&B. I have used wifi and sitting area after I check out numerous times. Many times, I need to wait for an event or to meet someone or for something to open/become available.
I know people have their knowledge and their schedules and the need to clean/shop/handle business/etc., Guests do not think like the innkeeper, their model is often the hotel/motel. They don't know the innkeeper wants them off the property.
It needs to be handled with tact, rather than indignation I often see here. That is the point of this.
.

While that is true, so does Motel 6 at half the cost of the B&B. I have used wifi and sitting area after I check out numerous times. Many times, I need to wait for an event or to meet someone or for something to open/become available.
I know people have their knowledge and their schedules and the need to clean/shop/handle business/etc., Guests do not think like the innkeeper, their model is often the hotel/motel. They don't know the innkeeper wants them off the property.
It needs to be handled with tact, rather than indignation I often see here. That is the point of this.

Many times what we say/read here is us being ourselves, letting out our frustrations to those that understand what we are feeling. Just cause we burst out here does not mean we carry the same lack of tact when dealing directly to a guest. Give us a little more credit than that!

.

I get that, CH. My only point was, that anything an innkeeper does that is not the same as "otel" type lodging, we cannot expect that the guest automatically knows that. I sometimes see posts as if a guest behavior is labeled as PITA, when I think it is more the innkeeper expecting or not making it clear how/why things are different. Saying a B&B has different rules means nothing to someone who rarely stays in one. Guests have the "otel" mindset, and I think that is reasonable.
.

Just another POV, but we don't get many 'otel folks because that's not the niche we've carefully created over the past 10 years. The majority of our guests realize that this is also our home, which means it can be inconvenient to have them hanging around past check out, unlike an 'otel which is run by non-resident employees who could care less about personal space.
I've intentionally used Home all over the website and the few signs around the house.
Everyone's confirmation letter begins with: Thank you for selecting . . . your casually elegant home away from home nearby the sea.
And ends with: We look forward to sharing our home’s personal treasures along with the many gems here in ...
When folks check in, we immediately say: Welcome to our home. Later, we make sure that they know that we are either in our kitchen or third floor of our home if they need us.
It took the first two years to figure out how to emphasis that a B&B is a home that we share with guests. And we now have only the occasional few that treat us like hired servants, whom we tactfully "work around," but still adhere to our check-out policies if inconvenient, and recommend our lovely local library, or such.
As always, subject to change, I might recant these statements by mid-August!
.

Just another POV, but we don't get many 'otel folks because that's not the niche we've carefully created over the past 10 years.

So when I read your POV, it sounded to me like the same thing U Sea was saying, and that I would agree with you both.
You have done the work and cultivated a niche which ensures you are getting the guests you want. Just like you, we get the occasional guest who missed all the cues and chose us anyway.
For me, the challenge is that I will see the same complaint appear, often in a slightly different format, over and over. I am empathetic to the situation because all innkeepers must at some point face some unpleasantries, but I do wish the sound advice, references, and ideas folks come up with would result in a change for the better.
.

Yes. But I will gently enforce our check out times if it's inconvenient. I won't back down or cater to someone just because they may have a misconcieved hotel mentality.
.

Exactly. We are the same. We have policies and they are going to be applied.
.

Since our niche is the typical B&Ber or newbee virgin explorer, this is why we have dug in our heels re using b**king.com, where one relinquishes a vast amount of control of overall pre-booking perceptions. We would much rather lose the $$ than have to deal with someone who ends up here with distorted 'otel expectations. That is not to say that we haven't converted many a prior 'otels only person with all the personal and additional value perks that one gets when they stay at a B&B vs 'otels!
We also received a recent 5TA review that started: After staying at many A1rBBs, my boyfriend and I didn't realize what a true bed and breakfast experience could be...
.

So you find TA better than b**king in this regard? Any opinions on other sites you use/avoid?

Regarding guests, I was toying with posting an attractive notice like: for insurance reasons, only currently registered guests allowed on the premises!
--- Of course, this may also serve to dissuade unregistered "visitors/friends"
.

We do use TA TripConnect as our only outside referrer; and it seems to be a tremendous success this season. No commission and for us only 25 cents per click; and RezKey tracks every date search from TA along with their IP address. So even if someone calls to make a reservation, I can see ahead of time on RK if they found us on TA (and make a note on the resi as a heads up).
And we do have a nicely scripted note just above the Keypad on our locked front door: Registered Guests Only Please Ring Door Bell for Assistance. Everyone automatically sees it. I also include a line in our Guest Policies and Confirmation Letter that says: Due to the intimacy of the inn, our home is intended for registered guests only.
.

Hmmm
One line of thought (especially for a newbie) is to be on all of the booking sites. Another thought is if you do all your booking from one site, maybe you will appear higher in the B&B rankings...
Thanks for your TripConnect insight. Will have to think on this
.

As mentioned, we avoid B**king and all the other OTAs, because they tend to go rogue, take over your listings, the guest's perception as to what your personal inn is or is not all about, attract those heads in a bed just looking for the best deal with no vested interest in staying at one's particular B&B. These are the folks that are often likely to become PITAs because they made an uninformed/misinformed choice about who we really are, and may have been lead to believe we're just like a hotel. OTAs also usurp your Google ranking and oft lead folks to make the commissioned booking with them when they would have just done it directly with you. We just don't need the extra $$ or the potential friction. Our website ranks #1 or top 3 in multiple Google searches of a highly competitive area w/o using OTAs, this drives the traffic to us without the confusing middle man or unnecessary commissions or policy headaches. And we actually were on B**king two years ago, so have had direct experience. Again, this is just our POV, OTAs may be a godsend for others and send many wonderful guests.
Personally, if I was starting from scratch some where else, I would put all of my initial eggs into an awesome website/SEO basket, plus the prominent BB directories, and whatever local sites are out there. Start by googlin specific local inns, etc and see where they are spending their ad $$$. These are your direct competitors. This will help to form a strategy for custom advertising for your own unique area and property. And wait awhile before jumping onto the OTA bandwagon.

 

[Breakfast Diva]

Aaaaah. Not again. People over an hour late checking out, when we knocked on their door and told them they promptly took all their bags out of the room, dumped them in the hall and took up residence in the dinning room to use their computer.
I got really annoyed and they knew it, I don't usually let guests see this. Probably get a bad ta for that. C'est La vie!!
This is my home, apart from the dinning room at breakfast downstairs is our space and I don't want people sitting in my dinning room well into the afternoon after they have checked out. We get a few brief hours during the day with the house to ourselves between cleaning the rooms and guests arriving.
These people just seemed to be in a world of their own, he came down to breakfast 10 minutes after it finished yesterday and still expected the full service. I'd have said no, cos I'd already cleaned the cooker down and put all the pots away but DH said ok whilst I was out checking the chickens. They asked me to book them a table at the local inn and then left here 20 minutes after the time they'd booked, I don't know how that went down at the Inn. They were only out of their room for 3 hours yesterday, so they've had ample time to use the internet.
I have toyed with the early check-in and late check-out charges, my concern is you have to be up-front about these things and I just feel it gives a mean spirited first impression.
Going that extra mile is one thing, and I've got 520 5-blob reviews on ta so we must be doing something right, but some people just take the mick and/or abuse our hospitality..

I don't think it is mean spirited, if you mean late check out and check in charges. I am sure it is the policy of almost every motel and hotel in the world, so why should we be different? You post it "nicely" in the logical places and charge it against their bill. And maybe make exceptions based on your own judgment.
But as I said before, I am still not in agreement so much with the pushing them out the building by 11:01am. I think this is asking for bad reviews. Pretty much every lodging has a seating area, and some people may have to wait for a meeting/lunch appointment/something to open. Yes it is a home, but it is also a business. Also, people keep saying it is the only time to have the place to themselves, but that is not the case when someone is there for more than 1 day. I would very likely hammer someone who went "Mr. Hyde" on me because I happened to be somewhere on their property as a nuisance and insurance risk, and I would definitely never return and never refer anyone. But each person must decide their policies...
.

But as I said before, I am still not in agreement so much with the pushing them out the building by 11:01am. I think this is asking for bad reviews. Pretty much every lodging has a seating area, and some people may have to wait for a meeting/lunch appointment/something to open. Yes it is a home, but it is also a business. Also, people keep saying it is the only time to have the place to themselves, but that is not the case when someone is there for more than 1 day. I would very likely hammer someone who went "Mr. Hyde" on me because I happened to be somewhere on their property as a nuisance and insurance risk, and I would definitely never return and never refer anyone. But each person must decide their policies...

It's a "Bed & Breakfast"!!! If someone needs to use the internet into the afternoon then they need to book somewhere with the facilities they need. Not book accomodation at the lower end of the price scale and automatically assume they're going to lay on any facilities required. Book a hotel with a business centre or at least a guest lounge. There are plenty of hotels around here with these sorts of facilities, the only problem is they're charging 2x - 3x as much as us.
.

While that is true, so does Motel 6 at half the cost of the B&B. I have used wifi and sitting area after I check out numerous times. Many times, I need to wait for an event or to meet someone or for something to open/become available.
I know people have their knowledge and their schedules and the need to clean/shop/handle business/etc., Guests do not think like the innkeeper, their model is often the hotel/motel. They don't know the innkeeper wants them off the property.
It needs to be handled with tact, rather than indignation I often see here. That is the point of this.
.

While that is true, so does Motel 6 at half the cost of the B&B. I have used wifi and sitting area after I check out numerous times. Many times, I need to wait for an event or to meet someone or for something to open/become available.
I know people have their knowledge and their schedules and the need to clean/shop/handle business/etc., Guests do not think like the innkeeper, their model is often the hotel/motel. They don't know the innkeeper wants them off the property.
It needs to be handled with tact, rather than indignation I often see here. That is the point of this.

Many times what we say/read here is us being ourselves, letting out our frustrations to those that understand what we are feeling. Just cause we burst out here does not mean we carry the same lack of tact when dealing directly to a guest. Give us a little more credit than that!

.

I get that, CH. My only point was, that anything an innkeeper does that is not the same as "otel" type lodging, we cannot expect that the guest automatically knows that. I sometimes see posts as if a guest behavior is labeled as PITA, when I think it is more the innkeeper expecting or not making it clear how/why things are different. Saying a B&B has different rules means nothing to someone who rarely stays in one. Guests have the "otel" mindset, and I think that is reasonable.
.

Just another POV, but we don't get many 'otel folks because that's not the niche we've carefully created over the past 10 years. The majority of our guests realize that this is also our home, which means it can be inconvenient to have them hanging around past check out, unlike an 'otel which is run by non-resident employees who could care less about personal space.
I've intentionally used Home all over the website and the few signs around the house.
Everyone's confirmation letter begins with: Thank you for selecting . . . your casually elegant home away from home nearby the sea.
And ends with: We look forward to sharing our home’s personal treasures along with the many gems here in ...
When folks check in, we immediately say: Welcome to our home. Later, we make sure that they know that we are either in our kitchen or third floor of our home if they need us.
It took the first two years to figure out how to emphasis that a B&B is a home that we share with guests. And we now have only the occasional few that treat us like hired servants, whom we tactfully "work around," but still adhere to our check-out policies if inconvenient, and recommend our lovely local library, or such.
As always, subject to change, I might recant these statements by mid-August!
.

Just another POV, but we don't get many 'otel folks because that's not the niche we've carefully created over the past 10 years.

So when I read your POV, it sounded to me like the same thing U Sea was saying, and that I would agree with you both.
You have done the work and cultivated a niche which ensures you are getting the guests you want. Just like you, we get the occasional guest who missed all the cues and chose us anyway.
For me, the challenge is that I will see the same complaint appear, often in a slightly different format, over and over. I am empathetic to the situation because all innkeepers must at some point face some unpleasantries, but I do wish the sound advice, references, and ideas folks come up with would result in a change for the better.
.

Yes. But I will gently enforce our check out times if it's inconvenient. I won't back down or cater to someone just because they may have a misconcieved hotel mentality.
.

Exactly. We are the same. We have policies and they are going to be applied.
.

Since our niche is the typical B&Ber or newbee virgin explorer, this is why we have dug in our heels re using b**king.com, where one relinquishes a vast amount of control of overall pre-booking perceptions. We would much rather lose the $$ than have to deal with someone who ends up here with distorted 'otel expectations. That is not to say that we haven't converted many a prior 'otels only person with all the personal and additional value perks that one gets when they stay at a B&B vs 'otels!
We also received a recent 5TA review that started: After staying at many A1rBBs, my boyfriend and I didn't realize what a true bed and breakfast experience could be...
.

So you find TA better than b**king in this regard? Any opinions on other sites you use/avoid?

Regarding guests, I was toying with posting an attractive notice like: for insurance reasons, only currently registered guests allowed on the premises!
--- Of course, this may also serve to dissuade unregistered "visitors/friends"
.

We do use TA TripConnect as our only outside referrer; and it seems to be a tremendous success this season. No commission and for us only 25 cents per click; and RezKey tracks every date search from TA along with their IP address. So even if someone calls to make a reservation, I can see ahead of time on RK if they found us on TA (and make a note on the resi as a heads up).
And we do have a nicely scripted note just above the Keypad on our locked front door: Registered Guests Only Please Ring Door Bell for Assistance. Everyone automatically sees it. I also include a line in our Guest Policies and Confirmation Letter that says: Due to the intimacy of the inn, our home is intended for registered guests only.
.

Hmmm
One line of thought (especially for a newbie) is to be on all of the booking sites. Another thought is if you do all your booking from one site, maybe you will appear higher in the B&B rankings...
Thanks for your TripConnect insight. Will have to think on this
.

As mentioned, we avoid B**king and all the other OTAs, because they tend to go rogue, take over your listings, the guest's perception as to what your personal inn is or is not all about, attract those heads in a bed just looking for the best deal with no vested interest in staying at one's particular B&B. These are the folks that are often likely to become PITAs because they made an uninformed/misinformed choice about who we really are, and may have been lead to believe we're just like a hotel. OTAs also usurp your Google ranking and oft lead folks to make the commissioned booking with them when they would have just done it directly with you. We just don't need the extra $$ or the potential friction. Our website ranks #1 or top 3 in multiple Google searches of a highly competitive area w/o using OTAs, this drives the traffic to us without the confusing middle man or unnecessary commissions or policy headaches. And we actually were on B**king two years ago, so have had direct experience. Again, this is just our POV, OTAs may be a godsend for others and send many wonderful guests.
Personally, if I was starting from scratch some where else, I would put all of my initial eggs into an awesome website/SEO basket, plus the prominent BB directories, and whatever local sites are out there. Start by googlin specific local inns, etc and see where they are spending their ad $$$. These are your direct competitors. This will help to form a strategy for custom advertising for your own unique area and property. And wait awhile before jumping onto the OTA bandwagon.
.

Personally, if I was starting from scratch some where else, I would put all of my initial eggs into an awesome website/SEO basket, plus the prominent BB directories, and whatever local sites are out there. Start by googlin specific local inns, etc and see where they are spending their ad $$$. These are your direct competitors. This will help to form a strategy for custom advertising for your own unique area and property. And wait awhile before jumping onto the OTA bandwagon.

 

[happykeeper]

Aaaaah. Not again. People over an hour late checking out, when we knocked on their door and told them they promptly took all their bags out of the room, dumped them in the hall and took up residence in the dinning room to use their computer.
I got really annoyed and they knew it, I don't usually let guests see this. Probably get a bad ta for that. C'est La vie!!
This is my home, apart from the dinning room at breakfast downstairs is our space and I don't want people sitting in my dinning room well into the afternoon after they have checked out. We get a few brief hours during the day with the house to ourselves between cleaning the rooms and guests arriving.
These people just seemed to be in a world of their own, he came down to breakfast 10 minutes after it finished yesterday and still expected the full service. I'd have said no, cos I'd already cleaned the cooker down and put all the pots away but DH said ok whilst I was out checking the chickens. They asked me to book them a table at the local inn and then left here 20 minutes after the time they'd booked, I don't know how that went down at the Inn. They were only out of their room for 3 hours yesterday, so they've had ample time to use the internet.
I have toyed with the early check-in and late check-out charges, my concern is you have to be up-front about these things and I just feel it gives a mean spirited first impression.
Going that extra mile is one thing, and I've got 520 5-blob reviews on ta so we must be doing something right, but some people just take the mick and/or abuse our hospitality..

I don't think it is mean spirited, if you mean late check out and check in charges. I am sure it is the policy of almost every motel and hotel in the world, so why should we be different? You post it "nicely" in the logical places and charge it against their bill. And maybe make exceptions based on your own judgment.
But as I said before, I am still not in agreement so much with the pushing them out the building by 11:01am. I think this is asking for bad reviews. Pretty much every lodging has a seating area, and some people may have to wait for a meeting/lunch appointment/something to open. Yes it is a home, but it is also a business. Also, people keep saying it is the only time to have the place to themselves, but that is not the case when someone is there for more than 1 day. I would very likely hammer someone who went "Mr. Hyde" on me because I happened to be somewhere on their property as a nuisance and insurance risk, and I would definitely never return and never refer anyone. But each person must decide their policies...
.

But as I said before, I am still not in agreement so much with the pushing them out the building by 11:01am. I think this is asking for bad reviews. Pretty much every lodging has a seating area, and some people may have to wait for a meeting/lunch appointment/something to open. Yes it is a home, but it is also a business. Also, people keep saying it is the only time to have the place to themselves, but that is not the case when someone is there for more than 1 day. I would very likely hammer someone who went "Mr. Hyde" on me because I happened to be somewhere on their property as a nuisance and insurance risk, and I would definitely never return and never refer anyone. But each person must decide their policies...

It's a "Bed & Breakfast"!!! If someone needs to use the internet into the afternoon then they need to book somewhere with the facilities they need. Not book accomodation at the lower end of the price scale and automatically assume they're going to lay on any facilities required. Book a hotel with a business centre or at least a guest lounge. There are plenty of hotels around here with these sorts of facilities, the only problem is they're charging 2x - 3x as much as us.
.

While that is true, so does Motel 6 at half the cost of the B&B. I have used wifi and sitting area after I check out numerous times. Many times, I need to wait for an event or to meet someone or for something to open/become available.
I know people have their knowledge and their schedules and the need to clean/shop/handle business/etc., Guests do not think like the innkeeper, their model is often the hotel/motel. They don't know the innkeeper wants them off the property.
It needs to be handled with tact, rather than indignation I often see here. That is the point of this.
.

While that is true, so does Motel 6 at half the cost of the B&B. I have used wifi and sitting area after I check out numerous times. Many times, I need to wait for an event or to meet someone or for something to open/become available.
I know people have their knowledge and their schedules and the need to clean/shop/handle business/etc., Guests do not think like the innkeeper, their model is often the hotel/motel. They don't know the innkeeper wants them off the property.
It needs to be handled with tact, rather than indignation I often see here. That is the point of this.

Many times what we say/read here is us being ourselves, letting out our frustrations to those that understand what we are feeling. Just cause we burst out here does not mean we carry the same lack of tact when dealing directly to a guest. Give us a little more credit than that!

.

I get that, CH. My only point was, that anything an innkeeper does that is not the same as "otel" type lodging, we cannot expect that the guest automatically knows that. I sometimes see posts as if a guest behavior is labeled as PITA, when I think it is more the innkeeper expecting or not making it clear how/why things are different. Saying a B&B has different rules means nothing to someone who rarely stays in one. Guests have the "otel" mindset, and I think that is reasonable.
.

Just another POV, but we don't get many 'otel folks because that's not the niche we've carefully created over the past 10 years. The majority of our guests realize that this is also our home, which means it can be inconvenient to have them hanging around past check out, unlike an 'otel which is run by non-resident employees who could care less about personal space.
I've intentionally used Home all over the website and the few signs around the house.
Everyone's confirmation letter begins with: Thank you for selecting . . . your casually elegant home away from home nearby the sea.
And ends with: We look forward to sharing our home’s personal treasures along with the many gems here in ...
When folks check in, we immediately say: Welcome to our home. Later, we make sure that they know that we are either in our kitchen or third floor of our home if they need us.
It took the first two years to figure out how to emphasis that a B&B is a home that we share with guests. And we now have only the occasional few that treat us like hired servants, whom we tactfully "work around," but still adhere to our check-out policies if inconvenient, and recommend our lovely local library, or such.
As always, subject to change, I might recant these statements by mid-August!
.

Just another POV, but we don't get many 'otel folks because that's not the niche we've carefully created over the past 10 years.

So when I read your POV, it sounded to me like the same thing U Sea was saying, and that I would agree with you both.
You have done the work and cultivated a niche which ensures you are getting the guests you want. Just like you, we get the occasional guest who missed all the cues and chose us anyway.
For me, the challenge is that I will see the same complaint appear, often in a slightly different format, over and over. I am empathetic to the situation because all innkeepers must at some point face some unpleasantries, but I do wish the sound advice, references, and ideas folks come up with would result in a change for the better.
.

Yes. But I will gently enforce our check out times if it's inconvenient. I won't back down or cater to someone just because they may have a misconcieved hotel mentality.
.

Exactly. We are the same. We have policies and they are going to be applied.
.

Since our niche is the typical B&Ber or newbee virgin explorer, this is why we have dug in our heels re using b**king.com, where one relinquishes a vast amount of control of overall pre-booking perceptions. We would much rather lose the $$ than have to deal with someone who ends up here with distorted 'otel expectations. That is not to say that we haven't converted many a prior 'otels only person with all the personal and additional value perks that one gets when they stay at a B&B vs 'otels!
We also received a recent 5TA review that started: After staying at many A1rBBs, my boyfriend and I didn't realize what a true bed and breakfast experience could be...
.

So you find TA better than b**king in this regard? Any opinions on other sites you use/avoid?

Regarding guests, I was toying with posting an attractive notice like: for insurance reasons, only currently registered guests allowed on the premises!
--- Of course, this may also serve to dissuade unregistered "visitors/friends"
.

We do use TA TripConnect as our only outside referrer; and it seems to be a tremendous success this season. No commission and for us only 25 cents per click; and RezKey tracks every date search from TA along with their IP address. So even if someone calls to make a reservation, I can see ahead of time on RK if they found us on TA (and make a note on the resi as a heads up).
And we do have a nicely scripted note just above the Keypad on our locked front door: Registered Guests Only Please Ring Door Bell for Assistance. Everyone automatically sees it. I also include a line in our Guest Policies and Confirmation Letter that says: Due to the intimacy of the inn, our home is intended for registered guests only.
.

Hmmm
One line of thought (especially for a newbie) is to be on all of the booking sites. Another thought is if you do all your booking from one site, maybe you will appear higher in the B&B rankings...
Thanks for your TripConnect insight. Will have to think on this
.

As mentioned, we avoid B**king and all the other OTAs, because they tend to go rogue, take over your listings, the guest's perception as to what your personal inn is or is not all about, attract those heads in a bed just looking for the best deal with no vested interest in staying at one's particular B&B. These are the folks that are often likely to become PITAs because they made an uninformed/misinformed choice about who we really are, and may have been lead to believe we're just like a hotel. OTAs also usurp your Google ranking and oft lead folks to make the commissioned booking with them when they would have just done it directly with you. We just don't need the extra $$ or the potential friction. Our website ranks #1 or top 3 in multiple Google searches of a highly competitive area w/o using OTAs, this drives the traffic to us without the confusing middle man or unnecessary commissions or policy headaches. And we actually were on B**king two years ago, so have had direct experience. Again, this is just our POV, OTAs may be a godsend for others and send many wonderful guests.
Personally, if I was starting from scratch some where else, I would put all of my initial eggs into an awesome website/SEO basket, plus the prominent BB directories, and whatever local sites are out there. Start by googlin specific local inns, etc and see where they are spending their ad $$$. These are your direct competitors. This will help to form a strategy for custom advertising for your own unique area and property. And wait awhile before jumping onto the OTA bandwagon.
.

Personally, if I was starting from scratch some where else, I would put all of my initial eggs into an awesome website/SEO basket, plus the prominent BB directories, and whatever local sites are out there. Start by googlin specific local inns, etc and see where they are spending their ad $$$. These are your direct competitors. This will help to form a strategy for custom advertising for your own unique area and property. And wait awhile before jumping onto the OTA bandwagon.

.

Many thumbs way up. We only use TA and Trip Connect now.

 

[Momma Smurf]

Aaaaah. Not again. People over an hour late checking out, when we knocked on their door and told them they promptly took all their bags out of the room, dumped them in the hall and took up residence in the dinning room to use their computer.
I got really annoyed and they knew it, I don't usually let guests see this. Probably get a bad ta for that. C'est La vie!!
This is my home, apart from the dinning room at breakfast downstairs is our space and I don't want people sitting in my dinning room well into the afternoon after they have checked out. We get a few brief hours during the day with the house to ourselves between cleaning the rooms and guests arriving.
These people just seemed to be in a world of their own, he came down to breakfast 10 minutes after it finished yesterday and still expected the full service. I'd have said no, cos I'd already cleaned the cooker down and put all the pots away but DH said ok whilst I was out checking the chickens. They asked me to book them a table at the local inn and then left here 20 minutes after the time they'd booked, I don't know how that went down at the Inn. They were only out of their room for 3 hours yesterday, so they've had ample time to use the internet.
I have toyed with the early check-in and late check-out charges, my concern is you have to be up-front about these things and I just feel it gives a mean spirited first impression.
Going that extra mile is one thing, and I've got 520 5-blob reviews on ta so we must be doing something right, but some people just take the mick and/or abuse our hospitality..

I don't think it is mean spirited, if you mean late check out and check in charges. I am sure it is the policy of almost every motel and hotel in the world, so why should we be different? You post it "nicely" in the logical places and charge it against their bill. And maybe make exceptions based on your own judgment.
But as I said before, I am still not in agreement so much with the pushing them out the building by 11:01am. I think this is asking for bad reviews. Pretty much every lodging has a seating area, and some people may have to wait for a meeting/lunch appointment/something to open. Yes it is a home, but it is also a business. Also, people keep saying it is the only time to have the place to themselves, but that is not the case when someone is there for more than 1 day. I would very likely hammer someone who went "Mr. Hyde" on me because I happened to be somewhere on their property as a nuisance and insurance risk, and I would definitely never return and never refer anyone. But each person must decide their policies...
.

But as I said before, I am still not in agreement so much with the pushing them out the building by 11:01am. I think this is asking for bad reviews. Pretty much every lodging has a seating area, and some people may have to wait for a meeting/lunch appointment/something to open. Yes it is a home, but it is also a business. Also, people keep saying it is the only time to have the place to themselves, but that is not the case when someone is there for more than 1 day. I would very likely hammer someone who went "Mr. Hyde" on me because I happened to be somewhere on their property as a nuisance and insurance risk, and I would definitely never return and never refer anyone. But each person must decide their policies...

It's a "Bed & Breakfast"!!! If someone needs to use the internet into the afternoon then they need to book somewhere with the facilities they need. Not book accomodation at the lower end of the price scale and automatically assume they're going to lay on any facilities required. Book a hotel with a business centre or at least a guest lounge. There are plenty of hotels around here with these sorts of facilities, the only problem is they're charging 2x - 3x as much as us.
.

While that is true, so does Motel 6 at half the cost of the B&B. I have used wifi and sitting area after I check out numerous times. Many times, I need to wait for an event or to meet someone or for something to open/become available.
I know people have their knowledge and their schedules and the need to clean/shop/handle business/etc., Guests do not think like the innkeeper, their model is often the hotel/motel. They don't know the innkeeper wants them off the property.
It needs to be handled with tact, rather than indignation I often see here. That is the point of this.
.

While that is true, so does Motel 6 at half the cost of the B&B. I have used wifi and sitting area after I check out numerous times. Many times, I need to wait for an event or to meet someone or for something to open/become available.
I know people have their knowledge and their schedules and the need to clean/shop/handle business/etc., Guests do not think like the innkeeper, their model is often the hotel/motel. They don't know the innkeeper wants them off the property.
It needs to be handled with tact, rather than indignation I often see here. That is the point of this.

Many times what we say/read here is us being ourselves, letting out our frustrations to those that understand what we are feeling. Just cause we burst out here does not mean we carry the same lack of tact when dealing directly to a guest. Give us a little more credit than that!

.

I get that, CH. My only point was, that anything an innkeeper does that is not the same as "otel" type lodging, we cannot expect that the guest automatically knows that. I sometimes see posts as if a guest behavior is labeled as PITA, when I think it is more the innkeeper expecting or not making it clear how/why things are different. Saying a B&B has different rules means nothing to someone who rarely stays in one. Guests have the "otel" mindset, and I think that is reasonable.
.

Just another POV, but we don't get many 'otel folks because that's not the niche we've carefully created over the past 10 years. The majority of our guests realize that this is also our home, which means it can be inconvenient to have them hanging around past check out, unlike an 'otel which is run by non-resident employees who could care less about personal space.
I've intentionally used Home all over the website and the few signs around the house.
Everyone's confirmation letter begins with: Thank you for selecting . . . your casually elegant home away from home nearby the sea.
And ends with: We look forward to sharing our home’s personal treasures along with the many gems here in ...
When folks check in, we immediately say: Welcome to our home. Later, we make sure that they know that we are either in our kitchen or third floor of our home if they need us.
It took the first two years to figure out how to emphasis that a B&B is a home that we share with guests. And we now have only the occasional few that treat us like hired servants, whom we tactfully "work around," but still adhere to our check-out policies if inconvenient, and recommend our lovely local library, or such.
As always, subject to change, I might recant these statements by mid-August!
.

Just another POV, but we don't get many 'otel folks because that's not the niche we've carefully created over the past 10 years.

So when I read your POV, it sounded to me like the same thing U Sea was saying, and that I would agree with you both.
You have done the work and cultivated a niche which ensures you are getting the guests you want. Just like you, we get the occasional guest who missed all the cues and chose us anyway.
For me, the challenge is that I will see the same complaint appear, often in a slightly different format, over and over. I am empathetic to the situation because all innkeepers must at some point face some unpleasantries, but I do wish the sound advice, references, and ideas folks come up with would result in a change for the better.
.

Yes. But I will gently enforce our check out times if it's inconvenient. I won't back down or cater to someone just because they may have a misconcieved hotel mentality.
.

Exactly. We are the same. We have policies and they are going to be applied.
.

Since our niche is the typical B&Ber or newbee virgin explorer, this is why we have dug in our heels re using b**king.com, where one relinquishes a vast amount of control of overall pre-booking perceptions. We would much rather lose the $$ than have to deal with someone who ends up here with distorted 'otel expectations. That is not to say that we haven't converted many a prior 'otels only person with all the personal and additional value perks that one gets when they stay at a B&B vs 'otels!
We also received a recent 5TA review that started: After staying at many A1rBBs, my boyfriend and I didn't realize what a true bed and breakfast experience could be...
.

So you find TA better than b**king in this regard? Any opinions on other sites you use/avoid?

Regarding guests, I was toying with posting an attractive notice like: for insurance reasons, only currently registered guests allowed on the premises!
--- Of course, this may also serve to dissuade unregistered "visitors/friends"
.

We do use TA TripConnect as our only outside referrer; and it seems to be a tremendous success this season. No commission and for us only 25 cents per click; and RezKey tracks every date search from TA along with their IP address. So even if someone calls to make a reservation, I can see ahead of time on RK if they found us on TA (and make a note on the resi as a heads up).
And we do have a nicely scripted note just above the Keypad on our locked front door: Registered Guests Only Please Ring Door Bell for Assistance. Everyone automatically sees it. I also include a line in our Guest Policies and Confirmation Letter that says: Due to the intimacy of the inn, our home is intended for registered guests only.
.

Hmmm
One line of thought (especially for a newbie) is to be on all of the booking sites. Another thought is if you do all your booking from one site, maybe you will appear higher in the B&B rankings...
Thanks for your TripConnect insight. Will have to think on this
.

As mentioned, we avoid B**king and all the other OTAs, because they tend to go rogue, take over your listings, the guest's perception as to what your personal inn is or is not all about, attract those heads in a bed just looking for the best deal with no vested interest in staying at one's particular B&B. These are the folks that are often likely to become PITAs because they made an uninformed/misinformed choice about who we really are, and may have been lead to believe we're just like a hotel. OTAs also usurp your Google ranking and oft lead folks to make the commissioned booking with them when they would have just done it directly with you. We just don't need the extra $$ or the potential friction. Our website ranks #1 or top 3 in multiple Google searches of a highly competitive area w/o using OTAs, this drives the traffic to us without the confusing middle man or unnecessary commissions or policy headaches. And we actually were on B**king two years ago, so have had direct experience. Again, this is just our POV, OTAs may be a godsend for others and send many wonderful guests.
Personally, if I was starting from scratch some where else, I would put all of my initial eggs into an awesome website/SEO basket, plus the prominent BB directories, and whatever local sites are out there. Start by googlin specific local inns, etc and see where they are spending their ad $$$. These are your direct competitors. This will help to form a strategy for custom advertising for your own unique area and property. And wait awhile before jumping onto the OTA bandwagon.
.

Personally, if I was starting from scratch some where else, I would put all of my initial eggs into an awesome website/SEO basket, plus the prominent BB directories, and whatever local sites are out there. Start by googlin specific local inns, etc and see where they are spending their ad $$$. These are your direct competitors. This will help to form a strategy for custom advertising for your own unique area and property. And wait awhile before jumping onto the OTA bandwagon.

.

Many thumbs way up. We only use TA and Trip Connect now.
.

Have had way too much coffee or perhaps am just excited for the kickoff of a busy Mem Day weekend, so apologies in advance... Given the escalating force (in less than 2 years) of these powerful deep-pocketed OTAs, we all should be wary. 'Tis a bell tolling, signaling the death of ALL small B&B independent entrepreneurs, every time someone feels they are forced to join an OTA. (Think Walmart slurping up every Mom & Pop).
Notice how the rules have gradually changed, encroaching upon standards, policies, and freedom to be flexible (the sudden shift to not sharing email addresses is just a hint of what's to come). Individual B&B unique identities are being gobbled up and spit back into a ubiquitous cloned sea of corporate greed. And we are paying them to do this and hold us hostage!

 

[undersea]

Aaaaah. Not again. People over an hour late checking out, when we knocked on their door and told them they promptly took all their bags out of the room, dumped them in the hall and took up residence in the dinning room to use their computer.
I got really annoyed and they knew it, I don't usually let guests see this. Probably get a bad ta for that. C'est La vie!!
This is my home, apart from the dinning room at breakfast downstairs is our space and I don't want people sitting in my dinning room well into the afternoon after they have checked out. We get a few brief hours during the day with the house to ourselves between cleaning the rooms and guests arriving.
These people just seemed to be in a world of their own, he came down to breakfast 10 minutes after it finished yesterday and still expected the full service. I'd have said no, cos I'd already cleaned the cooker down and put all the pots away but DH said ok whilst I was out checking the chickens. They asked me to book them a table at the local inn and then left here 20 minutes after the time they'd booked, I don't know how that went down at the Inn. They were only out of their room for 3 hours yesterday, so they've had ample time to use the internet.
I have toyed with the early check-in and late check-out charges, my concern is you have to be up-front about these things and I just feel it gives a mean spirited first impression.
Going that extra mile is one thing, and I've got 520 5-blob reviews on ta so we must be doing something right, but some people just take the mick and/or abuse our hospitality..

I don't think it is mean spirited, if you mean late check out and check in charges. I am sure it is the policy of almost every motel and hotel in the world, so why should we be different? You post it "nicely" in the logical places and charge it against their bill. And maybe make exceptions based on your own judgment.
But as I said before, I am still not in agreement so much with the pushing them out the building by 11:01am. I think this is asking for bad reviews. Pretty much every lodging has a seating area, and some people may have to wait for a meeting/lunch appointment/something to open. Yes it is a home, but it is also a business. Also, people keep saying it is the only time to have the place to themselves, but that is not the case when someone is there for more than 1 day. I would very likely hammer someone who went "Mr. Hyde" on me because I happened to be somewhere on their property as a nuisance and insurance risk, and I would definitely never return and never refer anyone. But each person must decide their policies...
.

But as I said before, I am still not in agreement so much with the pushing them out the building by 11:01am. I think this is asking for bad reviews. Pretty much every lodging has a seating area, and some people may have to wait for a meeting/lunch appointment/something to open. Yes it is a home, but it is also a business. Also, people keep saying it is the only time to have the place to themselves, but that is not the case when someone is there for more than 1 day. I would very likely hammer someone who went "Mr. Hyde" on me because I happened to be somewhere on their property as a nuisance and insurance risk, and I would definitely never return and never refer anyone. But each person must decide their policies...

It's a "Bed & Breakfast"!!! If someone needs to use the internet into the afternoon then they need to book somewhere with the facilities they need. Not book accomodation at the lower end of the price scale and automatically assume they're going to lay on any facilities required. Book a hotel with a business centre or at least a guest lounge. There are plenty of hotels around here with these sorts of facilities, the only problem is they're charging 2x - 3x as much as us.
.

While that is true, so does Motel 6 at half the cost of the B&B. I have used wifi and sitting area after I check out numerous times. Many times, I need to wait for an event or to meet someone or for something to open/become available.
I know people have their knowledge and their schedules and the need to clean/shop/handle business/etc., Guests do not think like the innkeeper, their model is often the hotel/motel. They don't know the innkeeper wants them off the property.
It needs to be handled with tact, rather than indignation I often see here. That is the point of this.
.

While that is true, so does Motel 6 at half the cost of the B&B. I have used wifi and sitting area after I check out numerous times. Many times, I need to wait for an event or to meet someone or for something to open/become available.
I know people have their knowledge and their schedules and the need to clean/shop/handle business/etc., Guests do not think like the innkeeper, their model is often the hotel/motel. They don't know the innkeeper wants them off the property.
It needs to be handled with tact, rather than indignation I often see here. That is the point of this.

Many times what we say/read here is us being ourselves, letting out our frustrations to those that understand what we are feeling. Just cause we burst out here does not mean we carry the same lack of tact when dealing directly to a guest. Give us a little more credit than that!

.

I get that, CH. My only point was, that anything an innkeeper does that is not the same as "otel" type lodging, we cannot expect that the guest automatically knows that. I sometimes see posts as if a guest behavior is labeled as PITA, when I think it is more the innkeeper expecting or not making it clear how/why things are different. Saying a B&B has different rules means nothing to someone who rarely stays in one. Guests have the "otel" mindset, and I think that is reasonable.
.

Just another POV, but we don't get many 'otel folks because that's not the niche we've carefully created over the past 10 years. The majority of our guests realize that this is also our home, which means it can be inconvenient to have them hanging around past check out, unlike an 'otel which is run by non-resident employees who could care less about personal space.
I've intentionally used Home all over the website and the few signs around the house.
Everyone's confirmation letter begins with: Thank you for selecting . . . your casually elegant home away from home nearby the sea.
And ends with: We look forward to sharing our home’s personal treasures along with the many gems here in ...
When folks check in, we immediately say: Welcome to our home. Later, we make sure that they know that we are either in our kitchen or third floor of our home if they need us.
It took the first two years to figure out how to emphasis that a B&B is a home that we share with guests. And we now have only the occasional few that treat us like hired servants, whom we tactfully "work around," but still adhere to our check-out policies if inconvenient, and recommend our lovely local library, or such.
As always, subject to change, I might recant these statements by mid-August!
.

Just another POV, but we don't get many 'otel folks because that's not the niche we've carefully created over the past 10 years.

So when I read your POV, it sounded to me like the same thing U Sea was saying, and that I would agree with you both.
You have done the work and cultivated a niche which ensures you are getting the guests you want. Just like you, we get the occasional guest who missed all the cues and chose us anyway.
For me, the challenge is that I will see the same complaint appear, often in a slightly different format, over and over. I am empathetic to the situation because all innkeepers must at some point face some unpleasantries, but I do wish the sound advice, references, and ideas folks come up with would result in a change for the better.
.

Yes. But I will gently enforce our check out times if it's inconvenient. I won't back down or cater to someone just because they may have a misconcieved hotel mentality.
.

Exactly. We are the same. We have policies and they are going to be applied.
.

Since our niche is the typical B&Ber or newbee virgin explorer, this is why we have dug in our heels re using b**king.com, where one relinquishes a vast amount of control of overall pre-booking perceptions. We would much rather lose the $$ than have to deal with someone who ends up here with distorted 'otel expectations. That is not to say that we haven't converted many a prior 'otels only person with all the personal and additional value perks that one gets when they stay at a B&B vs 'otels!
We also received a recent 5TA review that started: After staying at many A1rBBs, my boyfriend and I didn't realize what a true bed and breakfast experience could be...
.

So you find TA better than b**king in this regard? Any opinions on other sites you use/avoid?

Regarding guests, I was toying with posting an attractive notice like: for insurance reasons, only currently registered guests allowed on the premises!
--- Of course, this may also serve to dissuade unregistered "visitors/friends"
.

We do use TA TripConnect as our only outside referrer; and it seems to be a tremendous success this season. No commission and for us only 25 cents per click; and RezKey tracks every date search from TA along with their IP address. So even if someone calls to make a reservation, I can see ahead of time on RK if they found us on TA (and make a note on the resi as a heads up).
And we do have a nicely scripted note just above the Keypad on our locked front door: Registered Guests Only Please Ring Door Bell for Assistance. Everyone automatically sees it. I also include a line in our Guest Policies and Confirmation Letter that says: Due to the intimacy of the inn, our home is intended for registered guests only.
.

Hmmm
One line of thought (especially for a newbie) is to be on all of the booking sites. Another thought is if you do all your booking from one site, maybe you will appear higher in the B&B rankings...
Thanks for your TripConnect insight. Will have to think on this
.

As mentioned, we avoid B**king and all the other OTAs, because they tend to go rogue, take over your listings, the guest's perception as to what your personal inn is or is not all about, attract those heads in a bed just looking for the best deal with no vested interest in staying at one's particular B&B. These are the folks that are often likely to become PITAs because they made an uninformed/misinformed choice about who we really are, and may have been lead to believe we're just like a hotel. OTAs also usurp your Google ranking and oft lead folks to make the commissioned booking with them when they would have just done it directly with you. We just don't need the extra $$ or the potential friction. Our website ranks #1 or top 3 in multiple Google searches of a highly competitive area w/o using OTAs, this drives the traffic to us without the confusing middle man or unnecessary commissions or policy headaches. And we actually were on B**king two years ago, so have had direct experience. Again, this is just our POV, OTAs may be a godsend for others and send many wonderful guests.
Personally, if I was starting from scratch some where else, I would put all of my initial eggs into an awesome website/SEO basket, plus the prominent BB directories, and whatever local sites are out there. Start by googlin specific local inns, etc and see where they are spending their ad $$$. These are your direct competitors. This will help to form a strategy for custom advertising for your own unique area and property. And wait awhile before jumping onto the OTA bandwagon.
.

Personally, if I was starting from scratch some where else, I would put all of my initial eggs into an awesome website/SEO basket, plus the prominent BB directories, and whatever local sites are out there. Start by googlin specific local inns, etc and see where they are spending their ad $$$. These are your direct competitors. This will help to form a strategy for custom advertising for your own unique area and property. And wait awhile before jumping onto the OTA bandwagon.

.

Many thumbs way up. We only use TA and Trip Connect now.
.

Have had way too much coffee or perhaps am just excited for the kickoff of a busy Mem Day weekend, so apologies in advance... Given the escalating force (in less than 2 years) of these powerful deep-pocketed OTAs, we all should be wary. 'Tis a bell tolling, signaling the death of ALL small B&B independent entrepreneurs, every time someone feels they are forced to join an OTA. (Think Walmart slurping up every Mom & Pop).
Notice how the rules have gradually changed, encroaching upon standards, policies, and freedom to be flexible (the sudden shift to not sharing email addresses is just a hint of what's to come). Individual B&B unique identities are being gobbled up and spit back into a ubiquitous cloned sea of corporate greed. And we are paying them to do this and hold us hostage!
.

The pressure is coming from several fronts. As you said about the OTAs, meanwhile --
Law-abiders who prostrated themselves over code, zoning, fire, safety sewage and other enforcement agencies - putting $10-100,000+ into their buildings to be in conformance...
These same agencies do almost nothing while AirBnB and others get illegal hotels into the game.
I had a construction company years ago, and closed the company because my cost was the bidded price by 2 men and a truck to do roofing, siding, painting, etc. I got permits, paid overtime, did nothing under the table. And the reward is that the code enforcement departments look the other way while illegals put the legal companies out of business.

 

[happykeeper]

Aaaaah. Not again. People over an hour late checking out, when we knocked on their door and told them they promptly took all their bags out of the room, dumped them in the hall and took up residence in the dinning room to use their computer.
I got really annoyed and they knew it, I don't usually let guests see this. Probably get a bad ta for that. C'est La vie!!
This is my home, apart from the dinning room at breakfast downstairs is our space and I don't want people sitting in my dinning room well into the afternoon after they have checked out. We get a few brief hours during the day with the house to ourselves between cleaning the rooms and guests arriving.
These people just seemed to be in a world of their own, he came down to breakfast 10 minutes after it finished yesterday and still expected the full service. I'd have said no, cos I'd already cleaned the cooker down and put all the pots away but DH said ok whilst I was out checking the chickens. They asked me to book them a table at the local inn and then left here 20 minutes after the time they'd booked, I don't know how that went down at the Inn. They were only out of their room for 3 hours yesterday, so they've had ample time to use the internet.
I have toyed with the early check-in and late check-out charges, my concern is you have to be up-front about these things and I just feel it gives a mean spirited first impression.
Going that extra mile is one thing, and I've got 520 5-blob reviews on ta so we must be doing something right, but some people just take the mick and/or abuse our hospitality..

I don't think it is mean spirited, if you mean late check out and check in charges. I am sure it is the policy of almost every motel and hotel in the world, so why should we be different? You post it "nicely" in the logical places and charge it against their bill. And maybe make exceptions based on your own judgment.
But as I said before, I am still not in agreement so much with the pushing them out the building by 11:01am. I think this is asking for bad reviews. Pretty much every lodging has a seating area, and some people may have to wait for a meeting/lunch appointment/something to open. Yes it is a home, but it is also a business. Also, people keep saying it is the only time to have the place to themselves, but that is not the case when someone is there for more than 1 day. I would very likely hammer someone who went "Mr. Hyde" on me because I happened to be somewhere on their property as a nuisance and insurance risk, and I would definitely never return and never refer anyone. But each person must decide their policies...
.

But as I said before, I am still not in agreement so much with the pushing them out the building by 11:01am. I think this is asking for bad reviews. Pretty much every lodging has a seating area, and some people may have to wait for a meeting/lunch appointment/something to open. Yes it is a home, but it is also a business. Also, people keep saying it is the only time to have the place to themselves, but that is not the case when someone is there for more than 1 day. I would very likely hammer someone who went "Mr. Hyde" on me because I happened to be somewhere on their property as a nuisance and insurance risk, and I would definitely never return and never refer anyone. But each person must decide their policies...

It's a "Bed & Breakfast"!!! If someone needs to use the internet into the afternoon then they need to book somewhere with the facilities they need. Not book accomodation at the lower end of the price scale and automatically assume they're going to lay on any facilities required. Book a hotel with a business centre or at least a guest lounge. There are plenty of hotels around here with these sorts of facilities, the only problem is they're charging 2x - 3x as much as us.
.

While that is true, so does Motel 6 at half the cost of the B&B. I have used wifi and sitting area after I check out numerous times. Many times, I need to wait for an event or to meet someone or for something to open/become available.
I know people have their knowledge and their schedules and the need to clean/shop/handle business/etc., Guests do not think like the innkeeper, their model is often the hotel/motel. They don't know the innkeeper wants them off the property.
It needs to be handled with tact, rather than indignation I often see here. That is the point of this.
.

While that is true, so does Motel 6 at half the cost of the B&B. I have used wifi and sitting area after I check out numerous times. Many times, I need to wait for an event or to meet someone or for something to open/become available.
I know people have their knowledge and their schedules and the need to clean/shop/handle business/etc., Guests do not think like the innkeeper, their model is often the hotel/motel. They don't know the innkeeper wants them off the property.
It needs to be handled with tact, rather than indignation I often see here. That is the point of this.

Many times what we say/read here is us being ourselves, letting out our frustrations to those that understand what we are feeling. Just cause we burst out here does not mean we carry the same lack of tact when dealing directly to a guest. Give us a little more credit than that!

.

I get that, CH. My only point was, that anything an innkeeper does that is not the same as "otel" type lodging, we cannot expect that the guest automatically knows that. I sometimes see posts as if a guest behavior is labeled as PITA, when I think it is more the innkeeper expecting or not making it clear how/why things are different. Saying a B&B has different rules means nothing to someone who rarely stays in one. Guests have the "otel" mindset, and I think that is reasonable.
.

Just another POV, but we don't get many 'otel folks because that's not the niche we've carefully created over the past 10 years. The majority of our guests realize that this is also our home, which means it can be inconvenient to have them hanging around past check out, unlike an 'otel which is run by non-resident employees who could care less about personal space.
I've intentionally used Home all over the website and the few signs around the house.
Everyone's confirmation letter begins with: Thank you for selecting . . . your casually elegant home away from home nearby the sea.
And ends with: We look forward to sharing our home’s personal treasures along with the many gems here in ...
When folks check in, we immediately say: Welcome to our home. Later, we make sure that they know that we are either in our kitchen or third floor of our home if they need us.
It took the first two years to figure out how to emphasis that a B&B is a home that we share with guests. And we now have only the occasional few that treat us like hired servants, whom we tactfully "work around," but still adhere to our check-out policies if inconvenient, and recommend our lovely local library, or such.
As always, subject to change, I might recant these statements by mid-August!
.

Just another POV, but we don't get many 'otel folks because that's not the niche we've carefully created over the past 10 years.

So when I read your POV, it sounded to me like the same thing U Sea was saying, and that I would agree with you both.
You have done the work and cultivated a niche which ensures you are getting the guests you want. Just like you, we get the occasional guest who missed all the cues and chose us anyway.
For me, the challenge is that I will see the same complaint appear, often in a slightly different format, over and over. I am empathetic to the situation because all innkeepers must at some point face some unpleasantries, but I do wish the sound advice, references, and ideas folks come up with would result in a change for the better.
.

Yes. But I will gently enforce our check out times if it's inconvenient. I won't back down or cater to someone just because they may have a misconcieved hotel mentality.
.

Exactly. We are the same. We have policies and they are going to be applied.
.

Since our niche is the typical B&Ber or newbee virgin explorer, this is why we have dug in our heels re using b**king.com, where one relinquishes a vast amount of control of overall pre-booking perceptions. We would much rather lose the $$ than have to deal with someone who ends up here with distorted 'otel expectations. That is not to say that we haven't converted many a prior 'otels only person with all the personal and additional value perks that one gets when they stay at a B&B vs 'otels!
We also received a recent 5TA review that started: After staying at many A1rBBs, my boyfriend and I didn't realize what a true bed and breakfast experience could be...
.

So you find TA better than b**king in this regard? Any opinions on other sites you use/avoid?

Regarding guests, I was toying with posting an attractive notice like: for insurance reasons, only currently registered guests allowed on the premises!
--- Of course, this may also serve to dissuade unregistered "visitors/friends"
.

We do use TA TripConnect as our only outside referrer; and it seems to be a tremendous success this season. No commission and for us only 25 cents per click; and RezKey tracks every date search from TA along with their IP address. So even if someone calls to make a reservation, I can see ahead of time on RK if they found us on TA (and make a note on the resi as a heads up).
And we do have a nicely scripted note just above the Keypad on our locked front door: Registered Guests Only Please Ring Door Bell for Assistance. Everyone automatically sees it. I also include a line in our Guest Policies and Confirmation Letter that says: Due to the intimacy of the inn, our home is intended for registered guests only.
.

Hmmm
One line of thought (especially for a newbie) is to be on all of the booking sites. Another thought is if you do all your booking from one site, maybe you will appear higher in the B&B rankings...
Thanks for your TripConnect insight. Will have to think on this
.

As mentioned, we avoid B**king and all the other OTAs, because they tend to go rogue, take over your listings, the guest's perception as to what your personal inn is or is not all about, attract those heads in a bed just looking for the best deal with no vested interest in staying at one's particular B&B. These are the folks that are often likely to become PITAs because they made an uninformed/misinformed choice about who we really are, and may have been lead to believe we're just like a hotel. OTAs also usurp your Google ranking and oft lead folks to make the commissioned booking with them when they would have just done it directly with you. We just don't need the extra $$ or the potential friction. Our website ranks #1 or top 3 in multiple Google searches of a highly competitive area w/o using OTAs, this drives the traffic to us without the confusing middle man or unnecessary commissions or policy headaches. And we actually were on B**king two years ago, so have had direct experience. Again, this is just our POV, OTAs may be a godsend for others and send many wonderful guests.
Personally, if I was starting from scratch some where else, I would put all of my initial eggs into an awesome website/SEO basket, plus the prominent BB directories, and whatever local sites are out there. Start by googlin specific local inns, etc and see where they are spending their ad $$$. These are your direct competitors. This will help to form a strategy for custom advertising for your own unique area and property. And wait awhile before jumping onto the OTA bandwagon.
.

Personally, if I was starting from scratch some where else, I would put all of my initial eggs into an awesome website/SEO basket, plus the prominent BB directories, and whatever local sites are out there. Start by googlin specific local inns, etc and see where they are spending their ad $$$. These are your direct competitors. This will help to form a strategy for custom advertising for your own unique area and property. And wait awhile before jumping onto the OTA bandwagon.

.

Many thumbs way up. We only use TA and Trip Connect now.
.

Have had way too much coffee or perhaps am just excited for the kickoff of a busy Mem Day weekend, so apologies in advance... Given the escalating force (in less than 2 years) of these powerful deep-pocketed OTAs, we all should be wary. 'Tis a bell tolling, signaling the death of ALL small B&B independent entrepreneurs, every time someone feels they are forced to join an OTA. (Think Walmart slurping up every Mom & Pop).
Notice how the rules have gradually changed, encroaching upon standards, policies, and freedom to be flexible (the sudden shift to not sharing email addresses is just a hint of what's to come). Individual B&B unique identities are being gobbled up and spit back into a ubiquitous cloned sea of corporate greed. And we are paying them to do this and hold us hostage!
.

I may have had an extra cup as well.
There is hope. I have tried to introduce, in a very uneducated way, some discussions about social media and the importance of learning about influencers and real time referrals from followed (and often trusted) sources that entirely bypass the internet SEO process. I am just beginning to understand it. I was sorry to have missed a webinar yesterday about measuring the value of social media and public relations. I saw another one about finding social media influencers that fit your brand. It is why I was so strongly agreeing with MtKeeper about the mega importance of niche building and brand channelling. There is a small hotel chain in Europe which has reduced their OTA costs significantly using social media. It is also why I am excited about AIHP coming into existence at a time when our industry is perfectly situated to get ahead of the corporate crowd and get off the OTA tit. Small branded properties are best able to capture the emerging "Experience" market.

 

[Copperhead]

Aaaaah. Not again. People over an hour late checking out, when we knocked on their door and told them they promptly took all their bags out of the room, dumped them in the hall and took up residence in the dinning room to use their computer.
I got really annoyed and they knew it, I don't usually let guests see this. Probably get a bad ta for that. C'est La vie!!
This is my home, apart from the dinning room at breakfast downstairs is our space and I don't want people sitting in my dinning room well into the afternoon after they have checked out. We get a few brief hours during the day with the house to ourselves between cleaning the rooms and guests arriving.
These people just seemed to be in a world of their own, he came down to breakfast 10 minutes after it finished yesterday and still expected the full service. I'd have said no, cos I'd already cleaned the cooker down and put all the pots away but DH said ok whilst I was out checking the chickens. They asked me to book them a table at the local inn and then left here 20 minutes after the time they'd booked, I don't know how that went down at the Inn. They were only out of their room for 3 hours yesterday, so they've had ample time to use the internet.
I have toyed with the early check-in and late check-out charges, my concern is you have to be up-front about these things and I just feel it gives a mean spirited first impression.
Going that extra mile is one thing, and I've got 520 5-blob reviews on ta so we must be doing something right, but some people just take the mick and/or abuse our hospitality..

I don't think it is mean spirited, if you mean late check out and check in charges. I am sure it is the policy of almost every motel and hotel in the world, so why should we be different? You post it "nicely" in the logical places and charge it against their bill. And maybe make exceptions based on your own judgment.
But as I said before, I am still not in agreement so much with the pushing them out the building by 11:01am. I think this is asking for bad reviews. Pretty much every lodging has a seating area, and some people may have to wait for a meeting/lunch appointment/something to open. Yes it is a home, but it is also a business. Also, people keep saying it is the only time to have the place to themselves, but that is not the case when someone is there for more than 1 day. I would very likely hammer someone who went "Mr. Hyde" on me because I happened to be somewhere on their property as a nuisance and insurance risk, and I would definitely never return and never refer anyone. But each person must decide their policies...
.

But as I said before, I am still not in agreement so much with the pushing them out the building by 11:01am. I think this is asking for bad reviews. Pretty much every lodging has a seating area, and some people may have to wait for a meeting/lunch appointment/something to open. Yes it is a home, but it is also a business. Also, people keep saying it is the only time to have the place to themselves, but that is not the case when someone is there for more than 1 day. I would very likely hammer someone who went "Mr. Hyde" on me because I happened to be somewhere on their property as a nuisance and insurance risk, and I would definitely never return and never refer anyone. But each person must decide their policies...

It's a "Bed & Breakfast"!!! If someone needs to use the internet into the afternoon then they need to book somewhere with the facilities they need. Not book accomodation at the lower end of the price scale and automatically assume they're going to lay on any facilities required. Book a hotel with a business centre or at least a guest lounge. There are plenty of hotels around here with these sorts of facilities, the only problem is they're charging 2x - 3x as much as us.
.

While that is true, so does Motel 6 at half the cost of the B&B. I have used wifi and sitting area after I check out numerous times. Many times, I need to wait for an event or to meet someone or for something to open/become available.
I know people have their knowledge and their schedules and the need to clean/shop/handle business/etc., Guests do not think like the innkeeper, their model is often the hotel/motel. They don't know the innkeeper wants them off the property.
It needs to be handled with tact, rather than indignation I often see here. That is the point of this.
.

While that is true, so does Motel 6 at half the cost of the B&B. I have used wifi and sitting area after I check out numerous times. Many times, I need to wait for an event or to meet someone or for something to open/become available.
I know people have their knowledge and their schedules and the need to clean/shop/handle business/etc., Guests do not think like the innkeeper, their model is often the hotel/motel. They don't know the innkeeper wants them off the property.
It needs to be handled with tact, rather than indignation I often see here. That is the point of this.

Many times what we say/read here is us being ourselves, letting out our frustrations to those that understand what we are feeling. Just cause we burst out here does not mean we carry the same lack of tact when dealing directly to a guest. Give us a little more credit than that!

.

I get that, CH. My only point was, that anything an innkeeper does that is not the same as "otel" type lodging, we cannot expect that the guest automatically knows that. I sometimes see posts as if a guest behavior is labeled as PITA, when I think it is more the innkeeper expecting or not making it clear how/why things are different. Saying a B&B has different rules means nothing to someone who rarely stays in one. Guests have the "otel" mindset, and I think that is reasonable.
.

Just another POV, but we don't get many 'otel folks because that's not the niche we've carefully created over the past 10 years. The majority of our guests realize that this is also our home, which means it can be inconvenient to have them hanging around past check out, unlike an 'otel which is run by non-resident employees who could care less about personal space.
I've intentionally used Home all over the website and the few signs around the house.
Everyone's confirmation letter begins with: Thank you for selecting . . . your casually elegant home away from home nearby the sea.
And ends with: We look forward to sharing our home’s personal treasures along with the many gems here in ...
When folks check in, we immediately say: Welcome to our home. Later, we make sure that they know that we are either in our kitchen or third floor of our home if they need us.
It took the first two years to figure out how to emphasis that a B&B is a home that we share with guests. And we now have only the occasional few that treat us like hired servants, whom we tactfully "work around," but still adhere to our check-out policies if inconvenient, and recommend our lovely local library, or such.
As always, subject to change, I might recant these statements by mid-August!
.

Just another POV, but we don't get many 'otel folks because that's not the niche we've carefully created over the past 10 years.

So when I read your POV, it sounded to me like the same thing U Sea was saying, and that I would agree with you both.
You have done the work and cultivated a niche which ensures you are getting the guests you want. Just like you, we get the occasional guest who missed all the cues and chose us anyway.
For me, the challenge is that I will see the same complaint appear, often in a slightly different format, over and over. I am empathetic to the situation because all innkeepers must at some point face some unpleasantries, but I do wish the sound advice, references, and ideas folks come up with would result in a change for the better.
.

Yes. But I will gently enforce our check out times if it's inconvenient. I won't back down or cater to someone just because they may have a misconcieved hotel mentality.
.

Exactly. We are the same. We have policies and they are going to be applied.
.

Since our niche is the typical B&Ber or newbee virgin explorer, this is why we have dug in our heels re using b**king.com, where one relinquishes a vast amount of control of overall pre-booking perceptions. We would much rather lose the $$ than have to deal with someone who ends up here with distorted 'otel expectations. That is not to say that we haven't converted many a prior 'otels only person with all the personal and additional value perks that one gets when they stay at a B&B vs 'otels!
We also received a recent 5TA review that started: After staying at many A1rBBs, my boyfriend and I didn't realize what a true bed and breakfast experience could be...
.

So you find TA better than b**king in this regard? Any opinions on other sites you use/avoid?

Regarding guests, I was toying with posting an attractive notice like: for insurance reasons, only currently registered guests allowed on the premises!
--- Of course, this may also serve to dissuade unregistered "visitors/friends"
.

We do use TA TripConnect as our only outside referrer; and it seems to be a tremendous success this season. No commission and for us only 25 cents per click; and RezKey tracks every date search from TA along with their IP address. So even if someone calls to make a reservation, I can see ahead of time on RK if they found us on TA (and make a note on the resi as a heads up).
And we do have a nicely scripted note just above the Keypad on our locked front door: Registered Guests Only Please Ring Door Bell for Assistance. Everyone automatically sees it. I also include a line in our Guest Policies and Confirmation Letter that says: Due to the intimacy of the inn, our home is intended for registered guests only.
.

Hmmm
One line of thought (especially for a newbie) is to be on all of the booking sites. Another thought is if you do all your booking from one site, maybe you will appear higher in the B&B rankings...
Thanks for your TripConnect insight. Will have to think on this
.

As mentioned, we avoid B**king and all the other OTAs, because they tend to go rogue, take over your listings, the guest's perception as to what your personal inn is or is not all about, attract those heads in a bed just looking for the best deal with no vested interest in staying at one's particular B&B. These are the folks that are often likely to become PITAs because they made an uninformed/misinformed choice about who we really are, and may have been lead to believe we're just like a hotel. OTAs also usurp your Google ranking and oft lead folks to make the commissioned booking with them when they would have just done it directly with you. We just don't need the extra $$ or the potential friction. Our website ranks #1 or top 3 in multiple Google searches of a highly competitive area w/o using OTAs, this drives the traffic to us without the confusing middle man or unnecessary commissions or policy headaches. And we actually were on B**king two years ago, so have had direct experience. Again, this is just our POV, OTAs may be a godsend for others and send many wonderful guests.
Personally, if I was starting from scratch some where else, I would put all of my initial eggs into an awesome website/SEO basket, plus the prominent BB directories, and whatever local sites are out there. Start by googlin specific local inns, etc and see where they are spending their ad $$$. These are your direct competitors. This will help to form a strategy for custom advertising for your own unique area and property. And wait awhile before jumping onto the OTA bandwagon.
.

Personally, if I was starting from scratch some where else, I would put all of my initial eggs into an awesome website/SEO basket, plus the prominent BB directories, and whatever local sites are out there. Start by googlin specific local inns, etc and see where they are spending their ad $$$. These are your direct competitors. This will help to form a strategy for custom advertising for your own unique area and property. And wait awhile before jumping onto the OTA bandwagon.

.

Many thumbs way up. We only use TA and Trip Connect now.
.

Have had way too much coffee or perhaps am just excited for the kickoff of a busy Mem Day weekend, so apologies in advance... Given the escalating force (in less than 2 years) of these powerful deep-pocketed OTAs, we all should be wary. 'Tis a bell tolling, signaling the death of ALL small B&B independent entrepreneurs, every time someone feels they are forced to join an OTA. (Think Walmart slurping up every Mom & Pop).
Notice how the rules have gradually changed, encroaching upon standards, policies, and freedom to be flexible (the sudden shift to not sharing email addresses is just a hint of what's to come). Individual B&B unique identities are being gobbled up and spit back into a ubiquitous cloned sea of corporate greed. And we are paying them to do this and hold us hostage!
.

The pressure is coming from several fronts. As you said about the OTAs, meanwhile --
Law-abiders who prostrated themselves over code, zoning, fire, safety sewage and other enforcement agencies - putting $10-100,000+ into their buildings to be in conformance...
These same agencies do almost nothing while AirBnB and others get illegal hotels into the game.
I had a construction company years ago, and closed the company because my cost was the bidded price by 2 men and a truck to do roofing, siding, painting, etc. I got permits, paid overtime, did nothing under the table. And the reward is that the code enforcement departments look the other way while illegals put the legal companies out of business.
.

The pressure is coming from several fronts. As you said about the OTAs, meanwhile --
Law-abiders who prostrated themselves over code, zoning, fire, safety sewage and other enforcement agencies - putting $10-100,000+ into their buildings to be in conformance...
These same agencies do almost nothing while AirBnB and others get illegal hotels into the game.
I had a construction company years ago, and closed the company because my cost was the bidded price by 2 men and a truck to do roofing, siding, painting, etc. I got permits, paid overtime, did nothing under the table. And the reward is that the code enforcement departments look the other way while illegals put the legal companies out of business.

I hear ya undersea. I will be posting in a new thread about an email I received from Air asking all the hosts to submit their story to the FTC who will be having a conference in early June about this 'shared economy' revolution.
It will be very important to have all the licensed places in the US also submit their story.

 

[undersea]

Aaaaah. Not again. People over an hour late checking out, when we knocked on their door and told them they promptly took all their bags out of the room, dumped them in the hall and took up residence in the dinning room to use their computer.
I got really annoyed and they knew it, I don't usually let guests see this. Probably get a bad ta for that. C'est La vie!!
This is my home, apart from the dinning room at breakfast downstairs is our space and I don't want people sitting in my dinning room well into the afternoon after they have checked out. We get a few brief hours during the day with the house to ourselves between cleaning the rooms and guests arriving.
These people just seemed to be in a world of their own, he came down to breakfast 10 minutes after it finished yesterday and still expected the full service. I'd have said no, cos I'd already cleaned the cooker down and put all the pots away but DH said ok whilst I was out checking the chickens. They asked me to book them a table at the local inn and then left here 20 minutes after the time they'd booked, I don't know how that went down at the Inn. They were only out of their room for 3 hours yesterday, so they've had ample time to use the internet.
I have toyed with the early check-in and late check-out charges, my concern is you have to be up-front about these things and I just feel it gives a mean spirited first impression.
Going that extra mile is one thing, and I've got 520 5-blob reviews on ta so we must be doing something right, but some people just take the mick and/or abuse our hospitality..

I don't think it is mean spirited, if you mean late check out and check in charges. I am sure it is the policy of almost every motel and hotel in the world, so why should we be different? You post it "nicely" in the logical places and charge it against their bill. And maybe make exceptions based on your own judgment.
But as I said before, I am still not in agreement so much with the pushing them out the building by 11:01am. I think this is asking for bad reviews. Pretty much every lodging has a seating area, and some people may have to wait for a meeting/lunch appointment/something to open. Yes it is a home, but it is also a business. Also, people keep saying it is the only time to have the place to themselves, but that is not the case when someone is there for more than 1 day. I would very likely hammer someone who went "Mr. Hyde" on me because I happened to be somewhere on their property as a nuisance and insurance risk, and I would definitely never return and never refer anyone. But each person must decide their policies...
.

But as I said before, I am still not in agreement so much with the pushing them out the building by 11:01am. I think this is asking for bad reviews. Pretty much every lodging has a seating area, and some people may have to wait for a meeting/lunch appointment/something to open. Yes it is a home, but it is also a business. Also, people keep saying it is the only time to have the place to themselves, but that is not the case when someone is there for more than 1 day. I would very likely hammer someone who went "Mr. Hyde" on me because I happened to be somewhere on their property as a nuisance and insurance risk, and I would definitely never return and never refer anyone. But each person must decide their policies...

It's a "Bed & Breakfast"!!! If someone needs to use the internet into the afternoon then they need to book somewhere with the facilities they need. Not book accomodation at the lower end of the price scale and automatically assume they're going to lay on any facilities required. Book a hotel with a business centre or at least a guest lounge. There are plenty of hotels around here with these sorts of facilities, the only problem is they're charging 2x - 3x as much as us.
.

While that is true, so does Motel 6 at half the cost of the B&B. I have used wifi and sitting area after I check out numerous times. Many times, I need to wait for an event or to meet someone or for something to open/become available.
I know people have their knowledge and their schedules and the need to clean/shop/handle business/etc., Guests do not think like the innkeeper, their model is often the hotel/motel. They don't know the innkeeper wants them off the property.
It needs to be handled with tact, rather than indignation I often see here. That is the point of this.
.

While that is true, so does Motel 6 at half the cost of the B&B. I have used wifi and sitting area after I check out numerous times. Many times, I need to wait for an event or to meet someone or for something to open/become available.
I know people have their knowledge and their schedules and the need to clean/shop/handle business/etc., Guests do not think like the innkeeper, their model is often the hotel/motel. They don't know the innkeeper wants them off the property.
It needs to be handled with tact, rather than indignation I often see here. That is the point of this.

Many times what we say/read here is us being ourselves, letting out our frustrations to those that understand what we are feeling. Just cause we burst out here does not mean we carry the same lack of tact when dealing directly to a guest. Give us a little more credit than that!

.

I get that, CH. My only point was, that anything an innkeeper does that is not the same as "otel" type lodging, we cannot expect that the guest automatically knows that. I sometimes see posts as if a guest behavior is labeled as PITA, when I think it is more the innkeeper expecting or not making it clear how/why things are different. Saying a B&B has different rules means nothing to someone who rarely stays in one. Guests have the "otel" mindset, and I think that is reasonable.
.

Just another POV, but we don't get many 'otel folks because that's not the niche we've carefully created over the past 10 years. The majority of our guests realize that this is also our home, which means it can be inconvenient to have them hanging around past check out, unlike an 'otel which is run by non-resident employees who could care less about personal space.
I've intentionally used Home all over the website and the few signs around the house.
Everyone's confirmation letter begins with: Thank you for selecting . . . your casually elegant home away from home nearby the sea.
And ends with: We look forward to sharing our home’s personal treasures along with the many gems here in ...
When folks check in, we immediately say: Welcome to our home. Later, we make sure that they know that we are either in our kitchen or third floor of our home if they need us.
It took the first two years to figure out how to emphasis that a B&B is a home that we share with guests. And we now have only the occasional few that treat us like hired servants, whom we tactfully "work around," but still adhere to our check-out policies if inconvenient, and recommend our lovely local library, or such.
As always, subject to change, I might recant these statements by mid-August!
.

Just another POV, but we don't get many 'otel folks because that's not the niche we've carefully created over the past 10 years.

So when I read your POV, it sounded to me like the same thing U Sea was saying, and that I would agree with you both.
You have done the work and cultivated a niche which ensures you are getting the guests you want. Just like you, we get the occasional guest who missed all the cues and chose us anyway.
For me, the challenge is that I will see the same complaint appear, often in a slightly different format, over and over. I am empathetic to the situation because all innkeepers must at some point face some unpleasantries, but I do wish the sound advice, references, and ideas folks come up with would result in a change for the better.
.

Yes. But I will gently enforce our check out times if it's inconvenient. I won't back down or cater to someone just because they may have a misconcieved hotel mentality.
.

Exactly. We are the same. We have policies and they are going to be applied.
.

Since our niche is the typical B&Ber or newbee virgin explorer, this is why we have dug in our heels re using b**king.com, where one relinquishes a vast amount of control of overall pre-booking perceptions. We would much rather lose the $$ than have to deal with someone who ends up here with distorted 'otel expectations. That is not to say that we haven't converted many a prior 'otels only person with all the personal and additional value perks that one gets when they stay at a B&B vs 'otels!
We also received a recent 5TA review that started: After staying at many A1rBBs, my boyfriend and I didn't realize what a true bed and breakfast experience could be...
.

So you find TA better than b**king in this regard? Any opinions on other sites you use/avoid?

Regarding guests, I was toying with posting an attractive notice like: for insurance reasons, only currently registered guests allowed on the premises!
--- Of course, this may also serve to dissuade unregistered "visitors/friends"
.

We do use TA TripConnect as our only outside referrer; and it seems to be a tremendous success this season. No commission and for us only 25 cents per click; and RezKey tracks every date search from TA along with their IP address. So even if someone calls to make a reservation, I can see ahead of time on RK if they found us on TA (and make a note on the resi as a heads up).
And we do have a nicely scripted note just above the Keypad on our locked front door: Registered Guests Only Please Ring Door Bell for Assistance. Everyone automatically sees it. I also include a line in our Guest Policies and Confirmation Letter that says: Due to the intimacy of the inn, our home is intended for registered guests only.
.

Hmmm
One line of thought (especially for a newbie) is to be on all of the booking sites. Another thought is if you do all your booking from one site, maybe you will appear higher in the B&B rankings...
Thanks for your TripConnect insight. Will have to think on this
.

As mentioned, we avoid B**king and all the other OTAs, because they tend to go rogue, take over your listings, the guest's perception as to what your personal inn is or is not all about, attract those heads in a bed just looking for the best deal with no vested interest in staying at one's particular B&B. These are the folks that are often likely to become PITAs because they made an uninformed/misinformed choice about who we really are, and may have been lead to believe we're just like a hotel. OTAs also usurp your Google ranking and oft lead folks to make the commissioned booking with them when they would have just done it directly with you. We just don't need the extra $$ or the potential friction. Our website ranks #1 or top 3 in multiple Google searches of a highly competitive area w/o using OTAs, this drives the traffic to us without the confusing middle man or unnecessary commissions or policy headaches. And we actually were on B**king two years ago, so have had direct experience. Again, this is just our POV, OTAs may be a godsend for others and send many wonderful guests.
Personally, if I was starting from scratch some where else, I would put all of my initial eggs into an awesome website/SEO basket, plus the prominent BB directories, and whatever local sites are out there. Start by googlin specific local inns, etc and see where they are spending their ad $$$. These are your direct competitors. This will help to form a strategy for custom advertising for your own unique area and property. And wait awhile before jumping onto the OTA bandwagon.
.

Personally, if I was starting from scratch some where else, I would put all of my initial eggs into an awesome website/SEO basket, plus the prominent BB directories, and whatever local sites are out there. Start by googlin specific local inns, etc and see where they are spending their ad $$$. These are your direct competitors. This will help to form a strategy for custom advertising for your own unique area and property. And wait awhile before jumping onto the OTA bandwagon.

.

Many thumbs way up. We only use TA and Trip Connect now.
.

Have had way too much coffee or perhaps am just excited for the kickoff of a busy Mem Day weekend, so apologies in advance... Given the escalating force (in less than 2 years) of these powerful deep-pocketed OTAs, we all should be wary. 'Tis a bell tolling, signaling the death of ALL small B&B independent entrepreneurs, every time someone feels they are forced to join an OTA. (Think Walmart slurping up every Mom & Pop).
Notice how the rules have gradually changed, encroaching upon standards, policies, and freedom to be flexible (the sudden shift to not sharing email addresses is just a hint of what's to come). Individual B&B unique identities are being gobbled up and spit back into a ubiquitous cloned sea of corporate greed. And we are paying them to do this and hold us hostage!
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The pressure is coming from several fronts. As you said about the OTAs, meanwhile --
Law-abiders who prostrated themselves over code, zoning, fire, safety sewage and other enforcement agencies - putting $10-100,000+ into their buildings to be in conformance...
These same agencies do almost nothing while AirBnB and others get illegal hotels into the game.
I had a construction company years ago, and closed the company because my cost was the bidded price by 2 men and a truck to do roofing, siding, painting, etc. I got permits, paid overtime, did nothing under the table. And the reward is that the code enforcement departments look the other way while illegals put the legal companies out of business.
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The pressure is coming from several fronts. As you said about the OTAs, meanwhile --
Law-abiders who prostrated themselves over code, zoning, fire, safety sewage and other enforcement agencies - putting $10-100,000+ into their buildings to be in conformance...
These same agencies do almost nothing while AirBnB and others get illegal hotels into the game.
I had a construction company years ago, and closed the company because my cost was the bidded price by 2 men and a truck to do roofing, siding, painting, etc. I got permits, paid overtime, did nothing under the table. And the reward is that the code enforcement departments look the other way while illegals put the legal companies out of business.

I hear ya undersea. I will be posting in a new thread about an email I received from Air asking all the hosts to submit their story to the FTC who will be having a conference in early June about this 'shared economy' revolution.
It will be very important to have all the licensed places in the US also submit their story.
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interesting