Comments on: Insights July 2009

By: Johnny

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By: Diane Reed

Diane Reed — Tue, 11 Aug 2009 17:04:39 +0000

Value has always been in the “eye of the beholder”. It is hard for me to know what “Value” to a guest might be. Each individual has his or her own idea of value. The trick is finding out what it is and then doing it, what ever “it is”. We are a high end, “Romantic” get a way, with a great location. I tried to put inplace when we opened, the amenities a guest would feel important when booking such accommodations. But I am not sure they even recognize them when they are here. I have taken some of the amenities away for cost sake since we haven’t raised our rates in 10 years to help with the bottom line, but I am not sure if the guests have even noticed so I have recently started providing a “volunteer information card” that is left in the guest room that asks among other things, 1. Why did you choose us over the other area B&Bs, 2. How do you rate your room amenities, are there amenities you would have liked to see that were not provided, and 3. What can we do to ensure you will stay with us again. I have only been doing this for 3 weeks now and I want to do it for about 3 months to get a true read as the the “Value” guest see in staying here. I am also taking a look at my menu. Providing less costly menu items. So far everyone is still raving about the breakfasts, so I am safe there.

By: Sue Lyle

Sue Lyle — Sun, 26 Jul 2009 23:10:19 +0000

High “value” does not necessarily dictate high cost. From our guests viewpoint “value” = an interested innkeeper, a few moments of individual attention and conversation or possibly local knowledge on the best place to see an Indigo Bunting….all potentially create an “aha” moment that brings them back.

By: Peter Yesawich

Peter Yesawich — Fri, 24 Jul 2009 21:53:24 +0000

As we discussed yesterday!

By: Craig Stechman

Craig Stechman — Fri, 24 Jul 2009 21:46:24 +0000

While being connected to a great brand is still a huge advantage in many ways, all hotels must continue their own campaign to sell the value of each hotel-the takeaway here may be that providing superior service is still a top sales tool in your arsenal. Having systems and procedures in place to connect and keep in touch with these customers is paramount in any marketplace.

By: Peter Scherman

Peter Scherman — Fri, 24 Jul 2009 16:46:45 +0000

For innkeepers of smaller, higher end properties, this is great news. The value proposition of bed & breakfasts and quality full service inns has long been superior to chain hotels. The uniqueness of the guest experience combined with superior hospitality (made possible by the intimate size) make small inns a logical choice for today’s value-conscious leisure traveler. And with only 20% of travelers expressing this preference, there’s a big potential market for the innkeeping industry to tap. The challenege is to sell the value without compromising the quality.

By: Peter Yesawich

Peter Yesawich — Fri, 24 Jul 2009 15:28:05 +0000

I know there are many hoteliers and innkeepers who share your concern. The reality is, however, that consumers are demanding more “value” than ever before because of the pressure that prevails on the discretionary part of their household budgets.

By: Matt Mattingly

Matt Mattingly — Fri, 24 Jul 2009 15:08:25 +0000

As the owner of a small 7 room Inn in Maine we have certainly noticed value driven bookings. What strikes me as perhaps odd is that the guest expectation is as high as it has ever been while they are seeking lower rates. Even in our property which has the lowest rates in the entire region, but the most amenities included than any other, they still expect more for less. As a business owner you have to start at some point removing costly items when you lower the rate. Managing that expectation in response to the downward pressure on value has become a constant discussion.