Luxury B&B January 2018 Issue

THE GIN-VODKA RACE

GIN EDGES AHEAD OF VODKA AS THE NATION’S FAVOURITE TIPPLE

SHINE ONLINE HOW TO COME OUT ON TOP WITH ONLINE BOOKINGS

INSURANCE INSIGHT Make sure you choose the right kind of cover for your luxury B&B

UK’S FIRST

LUXURY

B&B MAGAZINE WWW.LUXURYBBMAG.CO.UK • ISSUE 22 • JANUARY 2018

Insurance for Bed & Breakfast Owners >L \UKLYZ[HUK [OH[ L]LY` ) ) PZ \UPX\L [OH[ PZ ^O` ^L ZLHYJO [OL PUZ\YHUJL THYRL[ [V ÄUK the right policy for your property. Our specialist insurance brokers provide a discreet and WLYZVUHSPZLK ZLY]PJL HUK ^PSS SVVR H[ L]LY` HZWLJ[ VM `V\Y I\ZPULZZ [V ÄUK [OL YPNO[ JV]LY MVY `V\ and your home. ;V ÄUK V\[ TVYL HIV\[ OV^ ^L JHU OLSW `V\ WYV[LJ[ [OL [OPUNZ `V\ JHYL HIV\[ JVU[HJ[ \Z! 5H[HZOH :HKSLY VU VY UH[HZOH ZHKSLY'ZJY\[[VUISHUK JV \R

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bland Scrutton Bland Financial Services Limited is authorised and regulated by the Financial Conduct Authority.

0168/10/2017/ECG

this month...

Welcome

Last year ended on a high note for many in the luxury bed & breakfast sector. In the week before Christmas, for example, the department for digital, culture, media and sport ruled that high speed broadband provision will be mandatory from 2020.

At present more than 1m businesses and house holds have to tolerate broadband speeds of less than 10Mbps. It is now thoroughly impractical to run a bed & breakfast or guesthouse business without access to a decent broadband connection, and as HOSPA’s chief executive tells Luxury Bed & Breakfast magazine, online presence is now as much a necessary utility as the provision of a warm shower.

It is always pleasing to see a giant communications SURYLGHU WU\LQJ WR HYDGH UHVSRQVLELOLW\ RYHU UXOHG RYHU DQ LVVXH VXFK DV WKLV WKDW DÎ?HFWV VR PDQ\ EXVLQHVVHV LQ remote rural locations.

It is also pleasing to assist the market as a magazine.

We received a letter from the owners of Four Rooms B&B in Blackpool, describing how much the weak pound is helping their business, but lamenting the fact that poorly maintained B&Bs operate in a way that damages WKH UHSXWDWLRQ RI WKH ZHOO UXQ OX[XU\ % % OLNH WKHLUV (page 9). They called for a licensing system to be put in place, a plea that we put to the Bed & Breakfast Associa tion. Chairman David Weston came back to us saying he will be bringing up this issue with the relevant authori ties in Blackpool early in 2018 (page 4). We will keep you informed of progress in this regard, and would welcome any thoughts as to whether you consider such a system would be a help or a hindrance to your business.

In our technology, software and online features (page 22) we look at ways of tackling some of the main digi WDO DJH LVVXHV WKDW FDXVH OX[XU\ % %V PRUH SUREOHPV than their carbon footprint ought to allow, among them XQUHDVRQDEOH RQH VWDU UHYLHZV Meanwhile the weak pound is helping boost tourism numbers. Last year broke records and 2018 is looking set for numbers to grow further still.

Wealthy Chinese visitors can be assured a warm welcome at luxury B&Bs across the UK. A very happy new year to all our readers.

Bill Lumley

Editor

NEWS

4

Recent news within your industry & beyond

LETTERS

9

12

Letters from luxury bed & breakfast owners

14

16

18

20

22

24

28 32

INSOLVENCY

Guest house insolvencies were down in 2017. We look at the story behind the numbers

INSURANCE B&B owners should seek out the right specialist insurance cover for their business

BE MY GUEST

Outlining the six free, regional events being held across the UK in 2018

LUXURY B&B PROFILE We talk to the new owners of Hayesbank Bed & Breakfast in Ashford, a wreck when its new owners bought it, now a OX[XU\ Č´YH VWDU RSHUDWLRQ

BED & BREAKFAST ASSOCIATION Chairman David Weston elaborates on this year’s forthcoming B&B Day

TECHNOLOGY AND SOFTWARE Direct Hotel Marketing CEO Adam Hamadache explains how to make the most of Google remarketing

ONLINE BOOKING Technology experts provide a guide to victory in the online booking world

VODKA Gin is the nation’s favourite tipple but Vodka isn’t far behind

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32 24

Luxury Bed & Breakfast - 3 - January 2018

- News -

B&B licensing system to be formally proposed The Bed & Breakfast Association is putting forward a proposal made by a luxury bed & breakfast operation in the city.

Blackpool luxury B&BH Four Rooms owners Michael Elt and Paul Sinnott wrote to Luxury Bed & Breakfast magazine proposing a regis tration or licensing scheme be introduced to SUHYHQW VXE VWDQGDUG % % RSHUDWRUV IURP damaging the reputation of other operators LQ WKH DUHD /HWWHU WR WKH HGLWRU SDJH

LV D YHU\ GLÉ?FXOW SUREOHP WR DGGUHVV DQG DQ\ SRVVLEOH VROXWLRQV ZLOO WDNH WLPH $V LW KDSSHQV we have been invited to tourism strategy discussions in Blackpool in early 2018 to help the Blackpool authorities address this very issue. They want to raise the overall quality of accommodation as they construct a new con ference centre in the city to help them bring high quality events to Blackpool.

"We have always tended to be against

6R \HV D UHJLVWUDWLRQ VFKHPH WR HQVXUH PLQLPXP VWDQGDUGV VDIHW\ FRPSOLDQFH HWF VKRXOG EH FRQVLGHUHG EXW Ζ ZRXOG FDXWLRQ that it would not on its own solve the prob OHP DV EXVLQHVVHV FDQQRW VLPSO\ EH VKXW GRZQ EHFDXVH WKHLU OHJDO SURGXFW LV QRW high quality.

"The city should also consider what it can GR WR UHGXFH WKH RYHU FDSDFLW\ RI ORZ TXDO LW\ DFFRPPRGDWLRQ HVSHFLDOO\ LQ DUHDV OHVV

Bed & Breakfast Association chairman 'DYLG :HVWRQ VDLG KH ZRXOG WDNH XS WKH proposal and put it to the appropriate au thorities in Blackpool when he meets them early this year.

He told Luxury Bed & Breakfast magazine: "It LV WRXJK RÎ?HULQJ D TXDOLW\ SURGXFW LQ D PDUNHW where you are undercut by those who haven't LQYHVWHG DQG VHOO RQ SULFH RQO\ %ODFNSRRO VXI IHUV IURP ȆRYHU VXSSO\ȇ RI WRXULVW EHG VSDFHV GUDJJLQJ SULFHV GRZQ DQG DW ZRUVW FUHDWLQJ D downward spiral towards the lowest quality. It

UHJLVWUDWLRQ VFKHPHV RQ SULQFLSOH LQ WKH SDVW but I would say that cities with particular is sues such as Blackpool should now consider them carefully.

"Such a scheme would have to have checks DQG EDODQFHV DQG EH IDLU DIWHU DOO HYHQ LQ WKH IRRG K\JLHQH VFKHPH D EXVLQHVV LV QRW immediately shut down if it is not good or ex cellent. The threshold for shutting a business down in that case is a continuing danger to WKH SXEOLF ZKLFK WKH EXVLQHVV RZQHU FDQQRW or will not address.

LGHDO IRU WRXULVP E\ HQFRXUDJLQJ WKH FKDQJH of use of properties from B&B/hotel use to residential accommodation or other uses.

There may be other ways of tackling the problem too.

"I am glad to hear that Four Rooms gets VXFK JRRG RQOLQH UHYLHZV DQG WKDW LV D ZD\ WKH\ FDQ OLIW WKHPVHOYHV DERYH WKH ORZ TXDOLW\ competition. And I wish them the success they deserve in a very challenging market place. We will take up their proposal and put LW WR %ODFNSRRO PDQ\ WKDQNV

Exclusive Safety and Regulatory Compliance Excitement around the new "Be My Guest Roadshow" is continuing to attract new participants and build all year-round value for visitors and community sign-ups. Compliance support experts First Procedural Limited is the latest organisation to pledge its support this month and will be opening an exclusive area of its website for roadshow visitors in early 2018.

FPL's director Lee Holloway has followed the development of the Be My Guest events closely and says he jumped at the chance to be involved. "I've known the organisers for a number of years and was FRQČ´GHQW RI WZR WKLQJV WKDW WKH HYHQWV ZRXOG EH D VXFFHVV UHDFK ing the intended audience and that value to all participants would EH DW WKH IRUHIURQW RI WKH DJHQGD -LP 'LDQH DQG WKH WHDP ZRXOGQ W have put their names to anything less".

Helping small businesses achieve technical legal requirements as well as high levels of customer satisfaction is FPL's speciality and Lee was keen to tailor resource for the events' target audience. "We refer WR RXU GLVFLSOLQH DV 6+(4 VDIHW\ KHDOWK HQYLURQPHQW DQG TXDOLW\ with 'quality' translating in simple terms to how a business sets a

customer's expectations and then delivers on that promise. We take nationally and internationally recognised standards and protocols in these areas and make them relevant and proportional to small busi QHVVHV :H OO EH EULQJLQJ WRJHWKHU XQGHU RSHQ JRYHUQPHQW OLFHQFH RÉ?FLDO JXLGDQFH VSDQQLQJ JHQHUDO Č´UH DQG IRRG VDIHW\ ZRUN UHODWHG KHDOWK HQYLURQPHQW HÉ?FLHQF\ DQG VXVWDLQDELOLW\ DQG FXVWRPHU SUR FHVVHV LQFOXGLQJ QHZ GDWD DQG PDUNHWLQJ UHJXODWLRQV DQG RÎ?HULQJ D FRVW HÎ?HFWLYH ZD\ IRU %H 0\ *XHVW YLVLWRUV WR FRPSO\ ZLWK WKH OHJDO UHTXLUHPHQW IRU &RPSHWHQW 3HUVRQ DGYLFH IRU VSHFLČ´F DUHDV FPL celebrates its tenth year in business in 2018 and counts theme SDUN SURMHFW GHVLJQ DJHQF\ 7+(0( 2[IRUG %URRNHV VWXGHQW XQLRQ and beauty product specialists iiaa amongst its client base. Lee is a chartered health and safety adviser and a practitioner member of the Chartered Quality Institute and associate advisers include chartered food specialists and former local authority environmen WDO KHDOWK HQIRUFHPHQW RÉ?FHUV )3/ V QHZ UHVRXUFH DUHD IRU %H 0\ Guest visitors can be found at www.fpl.uk.com/bemyguest 2018 dates, partners and participants - page 16

Luxury Bed & Breakfast - 4 - January 2018

- News -

EDITOR

Bill Lumley bill.lumley@jld-media.co.uk 01737 852 345 CONTRIBUTING EDITOR

Caroline Sargent 07076 362082 CONTRIBUTING EDITOR

Matthew Attwood 01737 852 345 NORTHERN IRELAND EDITOR

Francis Higney 01737 852 345 SALES MANAGER

Dywayne Ramsundar dywayne.ramsundar@jld-media.co.uk 01737 852 342 DESIGN & PRODUCTION

Stuart West stuart.west@jld-media.co.uk 01737 852 343 DESIGN & PRODUCTION

Ryan Goble 01737 852 341 PUBLISHING DIRECTOR

helen.richmond@jld-media.co.uk 01737 852 344 No part of this publication may be reproduced, or transmitted in any form or by any means, electronic or mechanical including photocopying, recording, or any information storage or retrieval system without the express prior written consent of the publisher.

We regret we cannot be liable for the safe custody or return of any solicited or unsolicited material. Contributors are advised to keep copies of all materials submitted.

The opinions and views expressed in Luxury Bed & Breakfast are not necessarily those of JLD Media.

Being subject to the Advertising Standards Authority guidelines in place at the time of going to press, all data submitted by advertisers and contained in their advertising copy is accepted by JLD Media in good faith.

Luxury Bed & Breakfast is available on subscription. UK & Ireland ÂŁ65; Overseas ÂŁ98.

Luxury Bed & Breakfast is published monthly.

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Luxury Bed & Breakfast JLD Media, 25 Clarendon Road, Redhill, Surrey RH1 1QZ Tel: +44 (0) 1737 852 100 www.luxurybbmag.co.uk All rights reserved Š JLD Media 2018

Hospitality staff are the UK’s most sleep-deprived The hospitality sector employs the most sleep-deSULYHG VWDÎ? LQ WKH 8. DFFRUGLQJ WR UHVHDUFK H[DPLQLQJ WKH VOHHS KDELWV RI WKH QDWLRQ FRQGXFWHG by bed brand Sealy.

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critical responsibility to take sleeplessness seriously.

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tell customers of experiences they can only have in Britain and encourage them to book a trip now. We have seen good growth this year from the US and &KLQD DQG DUH GHYHORSLQJ QHZ SURGXFWV WKDW PDNH it easier for overseas visitors to book and explore all RI %ULWDLQ Č&#x2039; VisitBritain promotes the UK internationally as a YLVLWRU GHVWLQDWLRQ DV SDUW RI WKH JRYHUQPHQWČ&#x2021;V JOREDO GREAT Britain campaign.

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Luxury Bed & Breakfast - 6 - January 2018

- News -

Rural B&Bs granted the right to fast broadband %HG DQG EUHDNIDVW EXVLQHVVHV LQ UXUDO DUHDV RI WKH 8. will have a legal right to demand faster broadband in the next two years after the government rejected a YROXQWDU\ RÎ?HU IURP %7 BT had said it would pledge to close the digital gap in broadband speeds between cities and rural areas voluntarily and argued that secondary legislation could slow progress down.

But late last month the government ruled that broadband providers will now have a legal require PHQW WR SURYLGH KLJK VSHHG EURDGEDQG WR DQ\RQH ZKR UHTXHVWV LW UHJDUGOHVV RI WKHLU 8. JHRJUDSKLFDO location. $FFRUGLQJ WR WKH 'HSDUWPHQW IRU 'LJLWDO &XOWXUH 0H GLD DQG 6SRUW RQO\ D XQLYHUVDO VHUYLFH REOLJDWLRQ 862

ZRXOG RÎ?HU FHUWDLQW\ WKDW EURDGEDQG VSHHGV RI DW OHDVW 10Mbps would reach the whole of the UK by 2020.

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Luxury Bed & Breakfast - 7 - January 2018

- News -

New measures announced for control of acrylamide in food

Industry welcomes gold-standard diploma scheme for UK hospitality The Association of Licensed Multiple Retailers (ALMR) has announced the launch RI WKH $/05 'LSORPD IRU WKH 8.Č&#x2021;V KRVSLWDOLW\ VHFWRU 7KH Č´UVW VWDJH LV GHVLJQHG IRU /HYHO +RVSLWDOLW\ 7HDP 0HPEHUV ERWK IURQW DQG EDFN RI KRXVH EXW ZLOO EH expanded to cover a broad range of hospitality careers.

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/RQGRQ LQ IURQW RI VHFWRU OHDGHUV ZLWK enrolment beginning in January 2018. $/05 &KLHI ([HFXWLYH .DWH 1LFKROOV VDLG Č&#x160;7KH $/05 +RVSLWDOLW\ 'LSORPD ZLOO SURYLGH WKH 8.Č&#x2021;V KRVSLWDOLW\ EXVLQHVVHV ZLWK DQ DOO LQFOXVLYH H[KDXVWLYH WUDLQLQJ DQG DVVHVV ment scheme designed to meet the myriad demands of this innovative and varied sector. Č&#x160;7KH 'LSORPD ZLOO DOVR SURYLGH HPSOR\HHV ZLWK the support and education they need to progress ZLWKLQ WKH VHFWRU DQG ZLOO GHOLYHU D VROLG IRXQGD WLRQ IRU D SRWHQWLDOO\ ORQJ DQG UHZDUGLQJ FDUHHU DQG D VHQLRU UROH ZLWKLQ RXU G\QDPLF LQGXVWU\ Č&#x2039; $QWKRQ\ 3HQGHU &KDLUPDQ RI WKH %ULWLVK Î&#x2013;QVWLWXWH RI Î&#x2013;QQNHHSLQJ DGGHG Č&#x160;7KLV VWUHDP OLQHG DQG YDOXDEOH 'LSORPD ZLOO HQVXUH \RXQJ employees are given the best start on the URDG WR D ORQJ DQG UHZDUGLQJ FDUHHU ZLWK XV Č&#x2039; 3DXO &KDVH +HDG RI 8. &RPSOLDQFH DW &3/ 7UDLQLQJ DGGHG Č&#x160;7KH $/05 'LSORPD UHSUH VHQWV WKH RSSRUWXQLW\ WR JDLQ D JROG SODWHG apprenticeship standard that will set the benchmark for learning and development ZLWKLQ WKH VHFWRU Č&#x2039; Luxury Bed & Breakfast - 8 - January 2018

The Food Standards Agency (FSA) announced that from April 2018 food busiQHVVHV LQ WKH 8. ZLOO EH UHTXLUHG WR SXW LQ place practical steps to manage acrylamide within their food safety managePHQW V\VWHPV XQGHU QHZ (8 OHJLVODWLRQ The new legislation will establish best prac WLFH PLWLJDWLRQ PHDVXUHV DQG EHQFKPDUN levels for the reduction of the presence of acrylamide in food. Under the new Regula WLRQ 8. IRRG EXVLQHVV RSHUDWRUV )%2V LQ FOXGLQJ SXEV VHUYLQJ IRRG ZLOO EH UHTXLUHG WR SXW LQ SODFH VLPSOH SUDFWLFDO VWHSV WR PDQDJH acrylamide formation as part of their existing food safety management systems. This will ensure that acrylamide levels are as low as reasonably achievable in their food.

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The extent of measures being introduced are intended to be proportionate to the nature and size of the business and vary based on whether they are independent or ORFDO VXSSO\LQJ GLUHFWO\ WR FRQVXPHUV RU LQWR ORFDO UHWDLO RU WKRVH ZKR DUH ODUJHU FHQWUDOO\ controlled and supplied chains. Whilst the OHJLVODWLRQ LQFOXGHV D IXOO OLVW RI IRRG SURGXFWV for pubs the new legislation applies to those outlets who supply the following as part of WKHLU IRRG RÎ?HU Č? )UHQFK IULHV RWKHU FXW GHHS IULHG SURGXFWV and sliced potato crisps from fresh potatoes â&#x20AC;˘ Bread Č? )LQH EDNHU\ ZDUHV FRRNLHV ELVFXLWV UXVNV FHUHDO EDUV VFRQHV FRUQHWV ZDIHUV FUXPSHWV DQG JLQJHUEUHDG DV ZHOO DV FUDFNHUV FULVS breads and bread substitutes BBPA Chief Executive Brigid Simmonds VDLG Č&#x160;7KH %%3$ LV SOHDVHG WR KDYH EHHQ DEOH WR ZRUN FORVHO\ ZLWK WKH )6$ DQG RWKHU bodies including the BHA to develop this new catering industry guidance and ensure that the measures are not onerous for small EXVLQHVVHV LQ SDUWLFXODU IRU SXEV 7KLV LV D FOHDU H[DPSOH RI KRZ FR RSHUDWLRQ EHWZHHQ agencies and trade bodies can bring about ef IHFWLYH PHDVXUHV WR FRPSO\ ZLWK UHJXODWLRQ Č&#x2039;

- News -

Letters Dear Sir, After receiving our Luxury Bed & Breakfast magazine and reading your welcome mes VDJH Î&#x2013; IHOW Î&#x2013; MXVW QHHGHG WR LQVWHDG RI SXW SHQ WR SDSHU SXW Č´QJHUV WR NH\V DQG GURS \RX D few lines.

The word bleak was used in conjunction with the Brexit title and rather a negative view of upcoming situations.

2XU KRPH DQG EHG EUHDNIDVW LV VLWXDWHG LQ %ODFNSRRO DQG ZH KDYH DOUHDG\ VHHQ D FKDQJH GXH WR %UH[LW EXW RQO\ RQ D SRVLWLYH VLGH We now have many guests who visit us for a holiday given that jumping on a plane to KRWWHU FOLPHV KDV GRXEOHG WULSOHG RU HYHQ TXDGUXSOHG LQ FRVW DQG WKH\ ZDQW D EUHDN that will suit their pocket.

This will surely have an impact on declining 8. KROLGD\ VSRWV OLNH %ODFNSRRO %ULJKWRQ DQG Bournemouth etc. Î&#x2013; EHOLHYH WKDW %ODFNSRRO QRZ P\ KRPH WRZQ ZLOO LQFUHDVLQJO\ EHQHČ´W IURP %UH[LW Many UK residents have been known to go abroad six or seven times a year and they will instead holiday on home ground. The visit DEURDG ZLOO QRW EH UXOHG RXW HQWLUHO\ EXW OHWČ&#x2021;V just say it will happen less regularly. :H DOVR UHFHLYH JXHVWV IURP QRQ (8 FRXQ WULHV DQG WKH\ DUH H[WUHPHO\ KDSS\ ZLWK WKHLU YLVLWV DQG WDNH DZD\ JRRG YLEHV RQ GHSDUWXUH only to return in following years.

Surely this is a bonus for all bed & breakfast owners and other business alike.

2Q WKH IUHH PRYHPHQW SRLQW WKLV FRXOG also mean UK residents will invest in the UK rather than taking skills abroad as it may EH PRUH GLÉ?FXOW WR ZRUN DEURDG GXH WR QRW being part of the EU. Employers will then have a larger market to choose from on home soil.

Child labour was abolished due to being classed as cheap labour and the same should EH GRQH ZLWK LPPLJUDQW ODERXU ZKLFK \RX KDG NLQGO\ VWDWHG DV Č&#x2020;ORZ FRVWČ&#x2021; Î&#x2013; GR EHOLHYH WKDW WKLV FDQ DOVR EH UHIHUUHG WR DV Č&#x2020;FKHDSČ&#x2021; We feel very lucky in our position as we have IRXU VXLWHV DQG GR QRW QHHG WR HPSOR\ VWDÎ? DV the work to run the business is all carried out E\ RXUVHOYHV DQG ZRXOG QRW EH DEOH WR UHO\ RQ

RWKHU SHRSOHČ&#x2021;V VWDQGDUGV DV ZH FDQ RXU RZQ There are quite a few B&Bs in Blackpool as WKHUH DUH SURSHUWLHV UHJLVWHUHG RQ 7ULS Advisor plus many more which are not. A high proportion of these are a lot larger than we DUH EXW HYHQ WKH SURSHUWLHV WKDW KDYH MXVW WKUHH WR VL[ URRPV VWLOO HPSOR\ VWDÎ? DV WKH\ do not seem to have the love for the business DQ\ ORQJHU DQG LW LV MXVW DERXW PRQH\ There are many others that simply take money from guests with no attention to VWDQGDUGV DQG WKHVH DUH WKH SURSHUWLHV WKDW DUH QRW KHOSIXO WR %ODFNSRROČ&#x2021;V UHSXWDWLRQ We have taken many guests who have re turned reviews in which they say that we have restored their faith in Blackpool and that they ZLOO GHČ´QLWHO\ UHWXUQ I believe there should be a registration or licensing system just like the compulsory )RRG 6WDQGDUGV $JHQF\ ZKHUH LI D SDUWLFXODU property does not pass to a good or excellent VWDQGDUG LW VKRXOG EH FORVHG GRZQ Many bed & breakfast owners in Blackpool GR QRW SXW PRQH\ EDFN LQWR WKH SURSHUW\ EXW Luxury Bed & Breakfast - 9 - January 2018

you will not see many landlords without an expensive car and luxurious holidays. They are just here for taking out of the business rather than putting anything back in.

Is it possible that a publication like yours could make a start for change in this direction by making a point that will reach a vast amount of people in the business and public domain?

We would be quite happy to sign up to a scheme of this nature. Even if it became compulsory and we would not have a choice WR FRPSO\ ZH ZRXOG VWLOO EH H[WUHPHO\ KDSS\ to know that standards could be lifted and sift out the owners that really do not care at all.

There are examples of properties that can be found on TripAdvisor that are clearly getting away with murder. %HVW ZLVKHV

Michael Elt and Paul Sinnott

Four Rooms, 60 Read's Ave, Blackpool FY1 4DE www.fouroomsblackpool.co.uk

- News -

Letters

Dear Sir What is happening to the poached egg? :KR Č´UVW SXW WKH LGHD WKDW HJJV VKRXOG EH SRDFKHG LQ D VZLUO RI ZDWHU DQG YLQHJDU" 1RZ everybody is serving poached eggs that turn out like a white scrotum with a leathery skin.

Worse; some people poach a pile of eggs XVLQJ WKLV PHWKRG SOXQJH WKHP LQWR D ERZO RI LFHG ZDWHU WR UHIUHVK LQ ERLOLQJ ZDWHU WR RUGHU PDNLQJ WKH HJJ HYHQ PRUH OHDWKHU\ Î&#x2013; DP D EUHDNIDVW SXUHVW DV PDQ\ DURXQG 3DGVWRZ DQG &RUQZDOO ZLOO FRQČ´UP Î&#x2013; ZULWH DERXW EUHDNIDVW DQG ZLWK WKH KHOS RI P\

ZLIH DQG WKH ZRQGHUIXO VWDÎ? DW RXU % % *XHVWKRXVH SURGXFH ZKDW ZH WKLQN LV D YHU\ JRRG EUHDNIDVW Č&#x160;3RVVLEO\ WKH EHVW EUHDNIDVW LQ %ULWDLQČ&#x2039; DFFRUGLQJ WR *LOO &KDUO ton of The Daily Telegraph.

We have lately been out and about â&#x20AC;&#x201C; being D VORZ WLPH RI \HDU Č&#x201A; RQO\ WR Č´QG WKDW HYHU\ ERG\ LV SURGXFLQJ WKHVH XQSOHDVDQW Č&#x2020;VFURWDOČ&#x2021; poached eggs. It looks like the egg in Caroline 6DUJHQWČ&#x2021;V DUWLFOH LQ \RXU 'HFHPEHU LVVXH DOVR KDV D OLWWOH ZKLWH EDOO VDFN QHVWOHG LQ DQ array of traditional Full English goodies.

Î&#x2013;W PD\ Î&#x2013; DP VXUH EH D PDWWHU RI SHUVRQDO WDVWH EXW PRVW Č&#x201A; LI QRW DOO Č&#x201A; RI RXU JXHVWV ZKR RUGHU D SRDFKHG HJJ WKLQN WKH\ DUH ZRQGHUIXOO\ VRIW GHOLFDWH DQG ORRNLQJ OLNH DQ egg. We drop our eggs â&#x20AC;&#x201C; previously cracked into a ramekin for ease of pouring â&#x20AC;&#x201C; gently LQWR D VKDOORZ SDQ QHDU IXOO RI OLJKWO\ KDUGO\ VLPPHULQJ ZDWHU 12 YLQHJDU RU VDOW SXW RQ a lid and leave to sit for 3 to 4 minutes. The delicately poached egg is then removed from WKH SDQ ZLWK D VORWWHG VSDWXOD WR GUDLQ WKH water onto some kitchen paper. Î&#x2013; EODPH Č&#x2020;PRGHUQČ&#x2021; FKHIV RQ 79 IRU WKLV travesty of culinary tastelessness. People like 'HOLD RU 0DU\ %HUU\ ZRXOG QHYHU DGG YLQHJDU RU VZLUO XS ZDWHU SURGXFLQJ VLQXRXV ZKLWH strings. I have even come across someone UHFRPPHQGLQJ SRDFKLQJ DQG VFUDPEOLQJ

HJJV LQ D PLFURZDYH :+<" Bed and breakfasts must be careful of EUHDNIDVW LW LV WKH ODVW WKLQJ WKH JXHVW H[ periences before they pay the bill and fresh in their mind as they write their Tripadvisor UHYLHZ %UHDNIDVW VKRXOG EH SODLQ DQG JRRG ROG IDVKLRQHG FRRNLQJ Č&#x201A; % %V FDQ GR WKLV IDU EHWWHU WKDQ YDVW EXGJHW KRWHOV *RLQJ Č&#x2020;FKHÎ?\Č&#x2021; is a mistake (even for chefs â&#x20AC;&#x201C; and speaking DV RQH VFUDPEOHG HJJV VKRXOG EH JHQWO\ VWLUUHG ZKLVNHG HJJ LQ PHOWHG EXWWHU DJDLQ taking 3 to 4 minutes â&#x20AC;&#x201C; even longer if time permits. Rapidly stirring the eggs over a high KHDW SURGXFHV VZHDW\ JHODWLQRXV HJJV $QG SRDFKHG HJJV PXVW EH SRDFKHG JHQWO\ LQ ZDWHU QRWKLQJ HOVH DQG QRW VWHDPHG LQ D FXS Č&#x201A; WKDWČ&#x2021;V OLNH D VRUW RI FRGGOHG HJJ /HW XV JR EDFN WR SURSHU EDVLF EUHDNIDVW FRRNLQJ 'RQČ&#x2021;W JR Č&#x2020;FKHÎ?\Č&#x2021; RU WRR DGYHQWXURXV with breakfast. Make it recognisable as a good %ULWLVK EUHDNIDVW GRQČ&#x2021;W DGG DYRFDGRV RU U\H grass shoots â&#x20AC;&#x201C; or vinegar! <RXUV IDLWKIXOO\

Hugo Woolley

Woodlands Country House, Treator, Padstow, Cornwall PL28 8RU www.woodlands-padstow.co.uk Luxury Bed & Breakfast - 10 - January 2018

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- Insight / Insolvency -

Despite Brexit Last month the news emerged that the rate of UK hotels falling into insolvency was in fact down at a time when Remain doommongers had been suggesting the entire market was imploding.

Jeremy Willmont, head of restructuring and insolvency, Moore Stephens.

Hotel insolvencies have fallen by 18% since the Brexit vote last year according WR WRS 8. DFFRXQWDQF\ Č´UP 0RRUH Stephens. Partner and head of hotels Vincent Wood and head of restructuring and LQVROYHQF\ -HUHP\ :LOOPRQW SURGXFHG WKH DQDO\VLV RI WKH QXPEHU RI KRWHOV entering insolvency, revealing that hotel LQVROYHQF\ QXPEHUV IHOO E\ WKLV \HDU +RZHYHU IRU WKLV GDWD WR EH PHDQLQJIXO LW ZRXOG EH QHFHVVDU\ WR FRPSDUH LW ZLWK this point in the recessionary cycle in previous years.

Even so, such a comparison would still be potentially meaningless as this is a very GLÎ?HUHQW ZRUOG ZH OLYH LQ IURP DQ\ SUHYLRXV recession and growth cycles, according to Wood, who tells Luxury Bed & Breakfast: Č&#x160;Î&#x2013; GRQČ&#x2021;W WKLQN LW ZRXOG PDNH DQ\ VRUW RI PHDQLQJIXO VHQVH WR WU\ DQG FRPSDUH ZKDW LV happening now with previous inter-recession cycles. We havenâ&#x20AC;&#x2122;t made such a comparison DQG Î&#x2013; GRQČ&#x2021;W WKLQN LI DQ\RQH GLG WKDW WKH\ ZRXOG JHW DQ\WKLQJ WKDW LV XVHIXO Č&#x2039; 7KH PDLQ IDFWRUV LQČľXHQFLQJ WKH GHFOLQH LQ insolvency levels in the hotel sector are the weak pound and very strong asset values, he says. â&#x20AC;&#x153;These are very good at making the numbers seem positive now, but both are F\FOLFDO IDFWRUV Î&#x2013;I \RX ORRN DW WKH ORQJ WHUP historic trends, you would think there would be a correction both to the currency and the asset value at some point sooner or later.

7KRVH WZR IDFWRUV DUH JUHDWHU FDXVHV RI KRVSLWDOLW\ EXVLQHVV IDLOXUH WKDQ UHFHVVLRQ 7KH currency situation has been driven at least to some extent by Brexit and asset values GRZQ WR WKH IDFW WKDW WKH 8. LV D SROLWLFDOO\ VWDEOH SODFH LQ ZKLFK WR LQYHVW LQ SURSHUW\ Č&#x2039; Willmont adds: â&#x20AC;&#x153;We are certainly seeing there are high asset values and as regards WKH LVVXHV RI VHUYLFHDELOLW\ RI GHEW WKHUH DUH certainly guest houses and hotels that can UDLVH D ORW RI PRQH\ EXW WKH TXHVWLRQ LV ORQJ term they will be able to service the associatHG GHEWV RU Č´QDQFLDO FRPPLWPHQWV

Luxury Bed & Breakfast - 12 - January 2018

ROCK BOTTOM INTEREST RATES â&#x20AC;&#x153;There has never been an inter-recession period when interest rates have been so low, IRU H[DPSOH Î&#x2013;I \RX FDQ VHFXUH VLJQLČ´FDQW DPRXQWV RI Č´QDQFLQJ RQ WKH EDFN RI \RXU % % DVVHW WKHQ WKDW LV JUHDW LQ WHUPV RI LQMHFWing cash into the business in the short term, EXW LW GRHVQČ&#x2021;W SDUWLFXODUO\ LQČľXHQFH SURČ´WDbility in the longer run. Your ability to service WKDW Č´QDQFLDO FRPPLWPHQW LV WKH FKDOOHQJH Č&#x2039; :KHQ FDVK LV IUHHO\ DYDLODEOH SHRSOH WHQG to overstretch themselves, warns Wood. â&#x20AC;&#x153;A guest house or hotel that has a great value PD\ MXVW OHDG WR WKH WHPSWDWLRQ WR GR MXVW that and overstretch themselves, which is Č´QH QRZ EXW LI ZH DUH ORRNLQJ DW KHDGZLQGV VXFK DV VWDÉ?QJ OHYHOV GULYLQJ XS FRVW FRPbined with a change in high asset value and ORZ FXUUHQF\ ERWK RI ZKLFK QHHG D FRUUHFWLRQ DW VRPH SRLQW Č&#x2039; KH VD\V 7KHUH LV D QRWH RI FDXWLRQ WR EH VRXQGHG DFcording to Willmont. â&#x20AC;&#x153;Is it a bubble set to burst?

You only really know itâ&#x20AC;&#x2122;s a bubble once itâ&#x20AC;&#x2122;s burst, EXW WKHUH DUH D ORW RI WKH IHDWXUHV WKDW PLJKW GHWHUPLQH WKDW LW LV DFWXDOO\ D EXEEOH Č&#x2039; 0DQ\ EHG EUHDNIDVW RSHUDWLRQV DQG LQGHSHQGHQW KRWHOV DUH IDPLO\ UXQ DQG GRQČ&#x2021;W UHTXLUH VWDÎ? EXW IRU PDQ\ RWKHUV VWDÉ?QJ LV D QHFHVVLW\ WR UXQ WKH EXVLQHVV HÎ?HFWLYHO\ DW WKH OX[XU\ HQG RI WKH PDUNHW :RRG VD\V Č&#x160;Î&#x2013;I \RX WDON WR DQ\ KRWHO DQG DVN ZKDW WKHLU biggest problem is today, they will talk about VWDÎ? UHFUXLWPHQW VWDÎ? UHWHQWLRQ FRPSHWLWLRQ IRU VWDÎ? DQG WKH GHPDQGV IRU VWDÎ? and the low currency is not helping as many QRQ 8. (8 FLWL]HQV VHQG D ORW RI WKHLU PRQH\ KRPH DQG WKHUHIRUH WKDW HFRQRPLF PRGHO FHDVHV WR ZRUN IRU WKHP 7KLV LV DQRWKHU GULYHU SXVKLQJ SHRSOH RXWVLGH WKH 8. Č&#x2039; KH VD\V $OWKRXJK WKH 216 LQGLFDWHV WKDW WKH OHYHO RI (8 FLWL]HQV HPSOR\HG LQ WKH 8. LV FRQWLQXLQJ to rise, he is pessimistic and suggests it is wise WR FRQVLGHU D ZRUVW FDVH VFHQDULR Č&#x160;Î&#x2013;I WKH KHDGZLQGV DUHQČ&#x2021;W DV VWURQJ WKHQ WKDWČ&#x2021;V Č´QH EXW (8 QDWLRQDOV DUH UHWXUQLQJ KRPH Č&#x2039; KH LQVLVWV He explains this by suggesting that a break-

- Insight / Insolvency -

GRZQ LQ WKH QXPEHU RI (8 QDWLRQDOV ZRUNLQJ LQ WKH 8. PD\ UHYHDO WKDW IHZHU RI WKHP DUH actually working in the hospitality sector.

PREVENTATIVE MEASURES In the current economic environment, what DFWLRQ VKRXOG ODUJHU OX[XU\ EHG EUHDNIDVW RSHUDWLRQV WDNH WR VWDYH RÎ? UHFHLYHUVKLS RU OLTXLGDWLRQ" :RRG DGYLVHV KRWHOV VKRXOG avoid complacency about OTAs. Č&#x160;Î&#x2013;I \RX DVN ZKDW PLVWDNHV KRWHOV DQG JXHVWKRXVHV PDNH LW LV D IRFXV RQ WRS OLQH UDWKHU WKDQ RQ FRVWV Č&#x2039; KH VD\V Č&#x160;7RS OLQH IRFXV LV Č´QH EXW LI FRVWV DUH RXWVWULSSLQJ WKDW then you are in a bad place. Itâ&#x20AC;&#x2122;s all very well JHWWLQJ D ORW RI EXVLQHVV IURP 27$V EXW DW WKH HQG RI WKH GD\ WKDW WDNHV D KXJH FKXQN RXW RI \RXU ERWWRP OLQH Č&#x160;Î&#x2013;I \RX GLG VWDUW PRYLQJ LQWR D PRUH FKDOlenging environment, then obviously you VWDUW WR ZRQGHU ZKHWKHU 27$V ZRXOG LQ IDFW start to think about reducing their commission because clearly it is killing the golden JRRVH LI WKH\ GRQČ&#x2021;W Č&#x2039; KH VD\V Meanwhile trends in the hotel market are emerging with regards to the saleability RI LQVROYHQW LQGHSHQGHQW KRWHOV :LOOPRQW VD\V Č&#x160;7KHUH LV D ORW RI GHPDQG WKHUH DQG a willingness to meet that demand, but DW WKH VDPH WLPH WKHUH DUH D ORW RI FDQQ\ EX\HUV RXW WKHUH DV ZHOO ZLWK ORWV RI SHRSOH ORRNLQJ IRU D EDUJDLQ Č&#x160;Î&#x2013;I D KRWHO KDV QRW EHHQ WUDGLQJ SDUWLFXODUO\ well then that will provide a great opportuQLW\ IRU VRPHERG\ WR FRPH LQ DQG PDQDJH the turnaround, but it doesnâ&#x20AC;&#x2122;t drive up the SULFH RI WKH SURSHUW\ EHIRUH WKH WXUQDURXQG issue is sorted out. Fundamental is both the GHPDQG IRU WKH W\SH RI KRWHO LQ WKDW ORFDWLRQ and the guest experience. The good turnaround people are looking at those aspects, DVNLQJ ZKDW OHYHO RI GHPDQG H[LVWV LQ WKH location, how they can improve the guest exSHULHQFH DQG WKHQ HQKDQFH WKH YDOXH WKHUH Č&#x2039; Wood says: â&#x20AC;&#x153;My sense is that hotels are beLQJ VROG EHWZHHQ H[SHULHQFHG 8. RSHUDWRUV but where you are seeing an increase in value is when they are sold to overseas investors IURP VRXWKHDVWHUQ $VLD 7KH\ ZDQW WR DFTXLUH

WKH DVVHW DQG WKH\ DUH SUHSDUHG WR SD\ IRU LW :LWK WKDW VRUW RI DWWLWXGH ZH DUH VHHLQJ SURSHUWLHV H[FKDQJLQJ KDQGV IRU D KXJH DPRXQW RI PRQH\ ZKLFK RI FRXUVH ZLOO GULYH XS YDOXH Č&#x2039; )URP WKH SRLQW RI YLHZ RI VRPHRQH ZKR might be looking to invest in hotel property, WKH\ QHHG WKH YHQGRU WR EH RI D VL]H WKDW ZLOO SURGXFH VHQVLEOH Č´QDQFLDO LQIRUPDWLRQ DQG ORRN OLNH D UHDVRQDEO\ VL]HG EXVLQHVV KH VD\V VXJJHVWLQJ WKHUH LV OHVV VFRSH IRU WKH OX[XU\ EHG EUHDNIDVW PDUNHW WR DSSHDO WR VXFK EX\HUV Č&#x160;Î&#x2013;WČ&#x2021;V QRW SUDFWLFDO IRU D VLJQLILFDQW IXQG WR JR ORRNLQJ DW VPDOO SULYDWHO\ RZQHG EXVLQHVVHV Č&#x2039; KH VD\V

INDEPENDENT REVIEW From an insolvency perspective gone are the days when banks would pull the rug IURP XQGHU D EXVLQHVV :LOOPRQW VD\V Č&#x160;:H all know what went on in the past, but the FXUUHQW DWWLWXGH RI EDQNHUV LV YHU\ GLÎ?HUHQW They do have an obligation to their shareKROGHUV WR PDQDJH WKHLU EXVLQHVV DQG LI WKH\ are concerned about how business is perIRUPLQJ WKH\ ZLOO HQFRXUDJH WKH RZQHUV WR VHHN SURIHVVLRQDO DGYLFH 7KH\ PD\ UHTXLUH DV D FRQGLWLRQ RI FRQWLQXHG IXQGLQJ WKDW there is an independent review carried out. Î&#x2013;I WKH\ DUH QHUYRXV WKH\ ZLOO QRW FRQWLQXH WR IXQG WKH EXVLQHVV DQG \RX JHW WR WKH point where the owners want more money and the bank is nervous and would rather ZLWKGUDZ DQG LQ WKDW VLWXDWLRQ LW IRUFHV D situation upon the owners where they must FRQVLGHU LQVROYHQF\ 8VXDOO\ DW WKDW SRLQW the owners have creditors building up and WKH\ DUH JHWWLQJ DOO VRUWV RI SUHVVXUH WKHUH Č&#x2039; In those situations what is very important IRU WKH RZQHUV LV QRW WR OHDYH LW WRR ODWH KH suggests, and he advises any luxury B&B RZQHU LQ VXFK D SRVLWLRQ WR KDYH D IUDQN conversation with the bank early. â&#x20AC;&#x153;Itâ&#x20AC;&#x2122;s always better to be honest with your bank and H[SORUH WKH RSWLRQV WR VHH LI WKHUH UHDOO\ LV D ZD\ RXW 8VXDOO\ LI \RX PRYH HDUO\ \RX FDQ Č´QG D ZD\ RI UHVROYLQJ WKLQJV Î&#x2013;I \RX OHDYH it too late there might not be a way out and thatâ&#x20AC;&#x2122;s when you end up where insolvency is WKH RQO\ RSWLRQ Č&#x2039; KH FRQFOXGHV

Luxury Bed & Breakfast - 13 - January 2018

Vincent Wood, head of hotels, Moore Stephens.

- Insight / Insurance -

Take cover Arranging or amending your insurance cover is generally one of those tedious boxticking exercises that you like to know has been done and can be automatically renewed forgotten. However, if you are venturing into the world of running your own bed & breakfast operation for the first time, even if you are already running some kind of business on the premises, you should not assume that your existing insurance will cover you in your expanded business.

$ VWDQGDUG KRXVHKROG SROLF\ VLPSO\ LVQČ&#x2021;W suitable for covering the contents of a % % RU LQQ )RUPHU &(2 RI WKH %ULWLVK Î&#x2013;QVXUDQFH %URNHUV $VVRFLDWLRQ 0LNH :LOOLDPV WHOOV Luxury Bed & Breakfast PDJD]LQH Č&#x160;%X\LQJ D KRXVHKROG LQVXUDQFH policy and then turning to the insurer and DOHUWLQJ WKHP WR WKH IDFW \RX DUH UXQQLQJ the property as a B&B would cause the insurer either to throw his hands up with KRUURU DQG VD\ Č&#x2020;VRUU\ ZH GRQČ&#x2021;W LQVXUH WKHVH WKLQJV Č&#x2021; RU DW WKH YHU\ OHDVW WKH\ ZRQČ&#x2021;W EH DEOH WR SURYLGH WKH EUHDGWK RI cover that you probably require."

Many B&Bs - especially those at the luxury end - may have a wine cellar, a bar and DW WKH YHU\ OHDVW D IHZ ERWWOHV RI YDOXDEOH vintage wine, he says, and accommodating VXFK TXLUNV DUH D QXPEHU RI VSHFLDOLVWV LQ WKH LQVXUDQFH PDUNHW RÎ?HULQJ JXHVW KRXVH DQG %% % LQVXUDQFH IDFXOWLHV Williams says: "I recently helped the owner RI D % % LQ $OOHQGDOH 1RUWKXPEHUODQG WR DUUDQJH FRYHU ZLWK LQVXUHU $OOLDQ] ZKLFK RZQV D QXPEHU RI EURNHUV ZKR VSHFLDOLVH LQ the licensed trade, B&Bs and small hotels, DQG WKH\ RÎ?HUHG D WDLORU PDGH SDFNDJH Î&#x2013;Q my opinion the covers provided in this case are not that expensive in comparison with a SROLF\ IRU D VL]HDEOH KRXVHKROG WKDW ZRXOG cost a lot to rebuild. I think it is very good TXDOLW\ DQG H[FHOOHQW YDOXH He says this is not necessarily down to WKH IDFW WKDW % % RZQHUV DUH PRUH OLNHO\ WR ORRN DIWHU WKHLU SURSHUW\ DOWKRXJK KH DJUHHV luxury B&Bs are more likely to have the level RI WKHLU LQVXUDQFH SUHPLXP UDWHG RQ WKLV DVVXPSWLRQ Č&#x160;<RX FDQČ&#x2021;W DÎ?RUG WR KDYH D VKDEE\ DQG SRRUO\ PDLQWDLQHG SURSHUW\ LI \RX DUH JRLQJ WR UXQ D KRVSLWDOLW\ EXVLQHVV Č&#x2039; KH VD\V He adds: â&#x20AC;&#x153;The specialist products I have encountered in the B&B market have been very UHDVRQDEO\ SULFHG DQG YHU\ HDV\ WR DGPLQLVWHU Č&#x2039; $OWKRXJK LW V QRW WHFKQLFDOO\ D OHJDO UHTXLUHment to tell them, your insurance policy will EH LQYDOLGDWHG LI \RX KDYH WR FODLP IRU VWRUP GDPDJH IRU LQVWDQFH DQG WKH LQVXUDQFH FRPpany discovers that you have been running a % % ZLWKRXW KDYLQJ LQIRUPHG WKHP

Luxury Bed & Breakfast - 14 - January 2018

Î&#x2013;I \RX DUH FRQYHUWLQJ \RXU SURSHUW\ LQWR D B&B, not only should you let your insurance FRPSDQ\ NQRZ RI WKLV FKDQJH LQ ZULWLQJ EXW \RX VKRXOG DOVR LQIRUP WKH LQVXUHU RI whatever changes you have made to the property to accommodate the new business, WKH QXPEHU RI JXHVWV \RX ZLOO EH FDWHULQJ IRU DQG ZKDW PHDOV DQG RWKHU IDFLOLWLHV \RX ZLOO EH SURYLGLQJ IRU WKHP 7KH LQVXUHU ZLOO DOVR QHHG WR NQRZ LI \RX LQtend to open your restaurant or dining room to the general public or not, and whether you will be licensed to serve alcohol.

Public liability insurance may or may not be included in your new insurance. You will need to make sure that you have this to FRYHU \RX DJDLQVW DQ\ FODLPV IURP JXHVWV RU RWKHU PHPEHUV RI WKH SXEOLF 7KLV ZLOO FRYHU IRU H[DPSOH D IDOO LQ WKH DFFRPPRdation area where you can be shown to be QHJOLJHQW SHUKDSV D ORRVH ČľRRULQJ WLOH RU D EDQLVWHU WKDW FRPHV RÎ? D ZDOO 7KH LQVXUDQFH ZLOO FRYHU WKH FRVW RI GHIHQGLQJ \RXUVHOI LI \RX IHHO \RX ZHUH QRW QHJOLJHQW DQG WKH GDPDJHV LI D FRXUW GHFLGHV \RX DUH Make sure you regularly assess the DPRXQWV WKDW \RX DUH FRYHUHG IRU :LWK EXLOGLQJV DQG FRQWHQWV IRU H[DPSOH PDNH VXUH \RX XSGDWH HYHU\ \HDU WR DOORZ IRU DQ\ ULVH LQ YDOXH RI WKH SURSHUW\ IXUQLWXUH DQG Č´WWLQJV Î&#x2013;I your policy doesn't provide accommodation IRU \RX LI \RX DUH ČľRRGHG RXW RU VXÎ?HU Č´UH damage, make sure the amount you are covHUHG IRU LV HQRXJK WR FRPSHQVDWH IRU WKDW Regularly review other amounts that you PD\ EH OLDEOH IRU JXHVWV SRVVHVVLRQV ORVV RI EXVLQHVV DV D UHVXOW RI GDPDJH WR WKH property, any cash you might keep in the property or anything else that could be lost, stolen or damaged. Î&#x2013;W LV LPSRUWDQW IRU \RX QRW WR RYHUORRN \RXU RZQ LQVXUDQFH UHTXLUHPHQWV Î&#x2013;I \RX KDYH given up more traditional employment to set up and run your B&B business then you will QHHG WR FRQVLGHU LQVXUDQFH IRU DFFLGHQW DQG LQMXU\ RU VLFNQHVV Î&#x2013;I IRU H[DPSOH \RX DUH XQable to work and have to close the business, even temporarily, you will need to replace that lost income.

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Winter is Here!

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uring the winter months, a VLJQLČ´FDQW SHUFHQWDJH RI KRPH LQVXUDQFH FODLPV DUH WKH UHVXOW RI damage caused by bad weather XVXDOO\ WKURXJK IUR]HQ RU EXUVW SLSHV VWRUPV DQG IDOOLQJ WUHHV 1DWDVKD 6DGOHU Î&#x2013;QVXUDQFH Executive at Scrutton Bland, suggests some things that you might do to protect your bed DQG EUHDNIDVW LQ ZLQWHU

PRACTICAL ACTION )LUVWO\ \RX FDQ PLQLPLVH WKH FKDQFHV RI GDPDJH IURP EXUVW ZDWHU SLSHV E\ FKHFNLQJ WKDW DQ\ SLSHV QHDU XQKHDWHG DUHDV RI \RXU property are insulated. Pipes under the kitchen sinks and near to windows are also PRUH SURQH WR IUHH]LQJ 0DNH VXUH \RX ZDON round outside your property and visually FKHFN IRU YXOQHUDEOH VSRWV VXFK DV ORRVH RU PLVVLQJ WLOHV ZKLFK LI OHIW XQDWWHQGHG ZLOO allow the rain to penetrate and cause damp, URW DQG Č&#x201A; LQ WKH ZRUVW FDVH Č&#x201A; ČľRRGLQJ 'RLQJ these checks on a regular basis and taking preventative action will reduce the likelihood RI GDPDJH ZKHQ WKH ZHDWKHU GHWHULRUDWHV

K[jmllgf :dYf\ k afkmjYf[] Y\nak]jk Yj] ]ph]ja]f[]\ in assessing bed and breakfast properties and recommending appropriate insurance cover.

GREATER PEACE OF MIND 6RPH RI WKH LQVXUDQFH FRPSDQLHV 6FUXWton Bland works with can recommend leak GHWHFWLRQ DQG ZDWHU VKXW RÎ? V\VWHPV ZKLFK will monitor your water supply when you DUH DZD\ DQG WXUQ RÎ? \RXU ZDWHU YDOYH LI too much water is being used.

WHEN YOUâ&#x20AC;&#x2122;RE AWAY *RLQJ DZD\ IRU D VKRUW EUHDN" /HDYH \RXU central heating on at a low level (about 5°C), DQG LI \RX DUH JRLQJ DZD\ IRU PRUH WKDQ D IHZ GD\V WKHQ RSHQ WKH DWWLF KDWFK WR NHHS WKH URRI VSDFH IURP IDOOLQJ EHORZ IUHH]LQJ point. And please donâ&#x20AC;&#x2122;t â&#x20AC;&#x2DC;check inâ&#x20AC;&#x2122; on your public Facebook or social media page, as

that only advertises to burglars that your house is empty!

Now is also the time to check your locks on sheds and gates, and make sure your IHQFLQJ LV VHFXUH 2SSRUWXQLVW WKLHYHV RIWHQ WDUJHW JDUGHQ HTXLSPHQW VXFK DV ULGH RQ mowers, so make sure your shed is weather DQG EXUJODU SURRI *RRG ORFNV XQGRXEWHGO\ GHWHU WKHIW DQG PRVW LQVXUHUV ZLOO LQVLVW RQ WKHP LQ RUGHU WR SURYLGH FRYHU Î&#x2013;I \RX KDYH electric gates then now is the time to service them â&#x20AC;&#x201C; donâ&#x20AC;&#x2122;t wait until they stop working on a day when itâ&#x20AC;&#x2122;s really cold and raining!

O] hjgna\] Y \ak[j]]l Yf\ [gfĂ&#x161;\]flaYd k]jna[]$ Yf\ would be pleased to discuss your needs at a time suitable for you. Furthermore we work alongside our lYp$ Y[[gmflYf[q Yf\ af\]h]f\]fl Ă&#x161;fYf[aYd Y\nak]jk who we can call on to help you with other areas of Ă&#x161;fYf[aYd Y\na[] qgm eYq f]]\& Contact Natasha Sadler on 01206 838443 or natasha.sadler@scruttonbland.co.uk

Scrutton Bland Financial Services Limited is authorised and regulated by the Financial Conduct Authority

Luxury Bed & Breakfast - 15 - January 2018

- In Depth / Be My Guest -

A new event series for small accommodation providers Soon this year an exciting new event series built especially for small accommodation providers is hitting the UK. Developed by an award-winning team, Be My Guest will be making six

B

stops in 2018 in Southampton, Harrogate, Glasgow, Bristol, Penrith and Norwich.

e My Guest was created to bring together small accommodation providers to allow them to explore, educate, interact and innovate their businesses to the next level in the ultra-competitive space of accommodation hospitality.

The one-day, free-to-attend events are adopting a unique and progressive approach by providing visitors with three immersive zones for a productive day out: â&#x20AC;˘ Marketplace â&#x20AC;˘ Learning Roundtables â&#x20AC;˘ Business Talks

MARKETPLACE The Be My Guest Marketplace is a central feature of the roadshow and is stacked with VKRZ RQO\ RÎ?HUV 7KH PDUNHWSODFH ZLOO EOHQG the UKâ&#x20AC;&#x2122;s commercial big hitters in the hospitality supply chain whilst also showcasing the incredible variety of independent and regional suppliers available to the visitors.

It will also feature training companies, regional tourist boards and key industry associations. Examples include the national tourism agency VisitEngland, training company â&#x20AC;&#x2DC;How To Run a Bed and Breakfast' and the newly formed Short Term Accommodation Association (STAA).

In the Marketplace, visitors will be able to take advantage of show-only discounts on products DQG VHUYLFHV DV ZHOO DV VKRZ VSHFLČ´F SUL]H draws for new beds, furnishings, catering supplies, training schemes and much more.

LEARNING ROUNDTABLES The Learning roundtables zone will allow owners and managers to sit down with curated experts DQG GHHS GLYH RQ WKH VSHFLČ´F KRVSLWDOLW\ LVVXHV DQG RSSRUWXQLWLHV DÎ?HFWLQJ WKHLU EXVLQHVVHV Luxury Bed & Breakfast - 16 - January 2018

whether thatâ&#x20AC;&#x2122;s booking rates or feedback analysis.

Each Be My Guest event will feature a St John Ambulance Learning Roundtable educating visitors in D RQH KRXU LQWURGXFWRU\ Č´UVW DLG WUDLQLQJ FRXUVH session. Other roundtable hosts include the Chartered Institute of Environment Health who will be RÎ?HULQJ FRPSOHPHQWDU\ IRRG VDIHW\ WUDLQLQJ DQG local destination organisations who will be covering hot topics like marketing, partnering with local attractions and regional promotional strategies.

BUSINESS TALKS Each event has a Business Talks stage where visitors will be able to listen to industry experts and award-winning owners and operators, drawing on their depth of knowledge to position their businesses perfectly to capitalise on the burgeoning staycation sector.

The world-famous Google Digital Garage has agreed to talk at the Southampton edition and will be advising companies about improving online visibility and the importance of building a digital marketing plan from scratch.

Other speakers include Ross Calladine Head of Business Support at VisitEngland who will

- In Depth / Be My Guest -

be talking about making accommodation accessible for all as well as: • Kurt Janson, Director at Tourism Alliance • Kate Morel, Consultant at Glamping and Ecotourism • Paula and Ken Hartley, Owners at How to Run a Bed and Breakfast • Roddy Watts, CEO at The Hotel Management Company • Booking.com • Google Digital Garages The Be My Guest website is regularly updated with new speakers and schedules for each event on a weekly basis – so check it out at www. bemyguest.live Event director, Diane Sheppard explained: “We are super excited to be launching this new event platform for the industry. We have been busy talking to the market for the best part of a year to make sure we get things right. We plan to deliver a series of shows that will serve up some seriously big hitting value for the visitors.”

To register for your free tickets please visit www.bemyguest.live/attend

WHO SHOULD GO? Owners and managers of small accommodation properties: • B&Bs • Boutique Accommodation • Castles, Campsites and Glamping sites.

• Guesthouses • Holiday Rental Properties • Independent Hotels.

• Pubs & Inns • Self-Catering Accommodation • Serviced Apartments

BE MY GUEST PARTNERS The team behind Be My Guest have been busy building relationships with key national and regional partners including • Bedposts • Chartered Institute of Environmental Health • Family Holiday Association • How To Run a Bed and Breakfast • JLD Media • Short Term Accommodation Association • St John Ambulance • Scottish Tourism Month • Visit England • Visit Hampshire • Visit Harrogate • Welcome to Yorkshire and many more

LIGHTS, CAMERA, ACTION We are excited to announce that Channel 4’s favourite TV Series ‘4 In A Bed’ will be onsite doing castings for future series. You can ask questions about the show. The team are happy WR WDON DQG ȴQG RXW PRUH DERXW WKH ZRQGHUIXO world of small accommodation owners.

Luxury Bed & Breakfast - 17 - January 2018

KEY DATES TO KNOW Save the date!

• Tues 6 February – Southampton • Wed 21 February – Harrogate • Wed 28 February – Glasgow • Wed 31 October – Bristol • Tues 20 November – Penrith • Tues 27 November – Norwich REGISTER FREE TODAY : www.bemyguest.live

- In Depth / %HG %UHDNIDVW 3URČ´OH -

A five-star experience Hayesbank Bed & Breakfast is an award-winning 13-bedroom bed & breakfast situated in a quiet residential area just two minutesâ&#x20AC;&#x2122; walk from Ashford town centre, and close to many local attractions such as Dover Castle, the White Cliffs of Dover, Leeds Castle, Port Lympne Wildlife Park, Canterbury with its magnificent Cathedral, and many coastal areas.

W

hen Divya Nagarajan and her husband Deva Jeganathan bought the business late last year, it had fallen into a poor state of maintenance.

The couple were property entrepreneurs DW WKH WLPH 'LY\D H[SODLQV Č&#x160;:KHQ ZH Č´UVW looked at this deal in Ashford, Kent, we did so with a view to buying it as an HMO (house in multiple occupation). â&#x20AC;&#x153;This 13-bedrooms 1930s property was run as a poorly performing B&B, and by the time we acquired it the property was in an extremely dilapidated condition. The vendor was living in Italy at the time that the property had been put up for sale,â&#x20AC;? she tells Luxury Bed & Breakfast. By this time the whole business was being run by just one residential manager, who was responsible for everything in the business including bookings, cleaning and breakfast. â&#x20AC;&#x153;He had only leased the property, so he did not do any refurbishment,â&#x20AC;? Divya explains. â&#x20AC;&#x153;The B&B was in a bad state.â&#x20AC;?

Owing to its poor condition, it had been generally given a wide berth by potential buyers, she says. However, she and Deva stepped in and bought it with the initial idea of embarking on a project to convert it into a HMO, given its proximity to the town centre, as well as local amenities including Ashford international station, Ashford station, Ashford Designer outlet, William Harvey hospital and the M20. It is also just 40 minutes by high speed train to central London.

Divya says: â&#x20AC;&#x153;Ashford Borough Council, which had initially accepted our application to convert

this property into an HMO, came back to us and asked if we would continue running the B&B as before because of its track record, and owing to a demand for emergency accommodation in the area. We decided to take this up as a challenge, as we were learning a new business and a new experience.â&#x20AC;?

Three months after acquiring the property in January last year, they embarked on the main renovation of the property, conducted room by room, which took three months - although Divya says ongoing minor renovations are still taking place.

She says there were a few things she learned in the process. â&#x20AC;&#x153;We took over the business with a lot of bookings which we did not cancel, and trying to carry out renovations with guests staying slowed down the refurbishing process. If we had not had bookings we could have completed the main renovation in just one month. That was a big lesson for us,â&#x20AC;? she says. )RU H[DPSOH WKHUH ZDV VFDÎ?ROGLQJ RQ WKH buildingâ&#x20AC;&#x2122;s exterior limiting the parking space at the rear, which she says annoyed some guests who had seen the B&B advertised with parking for a certain number of cars. â&#x20AC;&#x153;We learnt it was important that if there were any changes we would tell the customers to know what to expect in advance,â&#x20AC;? she says.

CHANGES TO THE BUSINESS SO FAR The couple has completely transformed the B&B with fresh styling and improved its facilities, implementing innovative ideas in improving customer experience, she says. "We have Luxury Bed & Breakfast - 18 - January 2018

implemented a hotel management system, an accounting system, and we deliver a sumptuous, personalised breakfast menu. Guests tell us what they want to eat in the morning. It can be a cooked or continental breakfast, or they can request something particular that they personally want. It is not just about what we happen to have to serve them. â&#x20AC;&#x153;It was very basic when we took over. We started by giving guests complimentary welFRPH GULQNV LQ RXU GLQLQJ URRP DQG RÎ?HULQJ them biscuits, Thank You cards with vouchers IRU FXVWRPHU UHWHQWLRQ DQG WLFNOH WKH Č´YH senses (smell, sight, touch, sound and taste). Č&#x160;:H DOVR RÎ?HU SHUVRQDOLVHG FXVWRPHU FDUH Our managers, cleaners and everyone we employ has been trained to give 100% customer service satisfaction on, for instance, cleanliness.â&#x20AC;?

The building was refurbished to very high standards, she says. â&#x20AC;&#x153;Online booking suite Eviivo was very helpful to us. We reached out to a number of OTAs, and by April we were on booking.com and Expedia. Prior to that, this particular B&B had never been advertised through OTAs. â&#x20AC;&#x153;Our motto is â&#x20AC;&#x2DC;Home Away from Homeâ&#x20AC;&#x2122;, and our approach to the business is to implement 5-star hotel standards in our B&B. We use bed linen and towels, that are eco-friendly, use less water and consume less electricity to dry.â&#x20AC;?

From the start they found a need to increase the occupancy rate, and to help achieve this they tapped into European market, given the B&Bâ&#x20AC;&#x2122;s location close to Ashford International station, Folkestone ferry service

- In Depth / %HG %UHDNIDVW 3URČ´OH -

and Folkestone shuttle service.

They were also smart in establishing that there were many local wedding venues without accommodation, liaising with all the organisers in the area and providing them with accomPRGDWLRQ ZLWK LQFUHDVHG ČľH[LELOLW\ LQ FKHFN LQ times and check-out times without charging additional fees. â&#x20AC;&#x153;This summer our rooms were Č´OOHG ZLWK ZHGGLQJ SDUWLHV Č&#x2039; VKH VD\V

FUTURE PLANS The key aim of Hayesbankâ&#x20AC;&#x2122;s owners is to enhance the customer experience. Divya explains: â&#x20AC;&#x153;The way we will go about this is by implementing an app that allows us instantaneously to check-in, check-out, provide keyless entry and access the room service tally.â&#x20AC;?

She has registered via the Bed & Breakfast Association for B&B Day. "We plan to do some local advertisements in local radio or newspaper to make the local community more aware of our B&B, for instance if anyone local needs and extra room for a guest to stay," she says.

The B&B owners also plan to implement a keyless smartphone bedroom entry system whilst retaining the existing lock and keys to take into consideration those guests, typically older guests, who prefer the traditional key-lock method.

They are constantly learning ways in which to LQFUHDVH RXU VWDQGDUGV HTXLYDOHQW WR Č´YH VWDU

hotel standards in the B&B from watching TV hotel shows such as Channel Fourâ&#x20AC;&#x2122;s Four in a bed, she says. â&#x20AC;&#x153;Among the things I learned from that show are that is cleanliness very important, often more important than the facilities, and that people do not like smells, so we make sure ZH SXW GLÎ?XVHUV WKURXJKRXW WKH SURSHUW\ VR WKH whole place smells good.â&#x20AC;?

Given that the local wedding venues lack guest accommodation, as well as liaising with WKH RUJDQLVHUV DQG SURYLGLQJ WKHP ZLWK ČľH[LEOH WLPLQJV WKH % % SURYLGHV SURPRWLRQDO RÎ?HUV and local knowledge to its guests about Port Lympne Wildlife Park and other local tourist attractions, in the process creating greater awareness among the European tourists about these locations. â&#x20AC;&#x153;We also encourage repeat visits by providing DÎ?RUGDEOH UDWHV IRU ORFDO EXLOGHUV FRQWUDFWRUV and local employers when they make regular bookings,â&#x20AC;? adds Divya.

Hayesbank uses environmentally sustainable bed linen and towels from EcoKnit. â&#x20AC;&#x153;These towels and bedlinen use less water for washing, dry up to 40% faster and last longer than usual bed linen and towels,â&#x20AC;? she says. â&#x20AC;&#x153;We are working on making our renovated business a green B&B, with such towels and bed linen successfully implemented throughout, and with appropriate waste disposal. We are tryLuxury Bed & Breakfast - 19 - January 2018

ing to save the energy as much as possible, to help make for a sustainable development.â&#x20AC;?

ACHIEVEMENTS Hayesbank B&Bâ&#x20AC;&#x2122;s Trip Advisor rating has already improved to four stars having initially VXÎ?HUHG IURP KDYLQJ EHHQ WDNHQ RYHU LQ D GLODSidated condition, according to Divya. â&#x20AC;&#x153;We are new to all OTAs and have managed to secure a 2XU % % ZDV VKRUW OLVWHG DV D Č´QDOLVW IRU the Service Accommodation of the Year 2017

by Property Investors Awards for crossing many hurdles and also striving hard to deliver the best customer service,â&#x20AC;? she says.

She adds that she learned from the Bed & Breakfast Association summit in October not to get upset by bad reviews but instead to respond to them positively and with empathy rather than defensively, thanking them for their comments and saying, â&#x20AC;&#x153;Next time you are in Ashford please drop in for I am sure you will have a better experienceâ&#x20AC;?. â&#x20AC;&#x153;We are aiming to become the #1 B&B in Ashford and to improve our ratings to â&#x20AC;&#x2DC;excellentâ&#x20AC;&#x2122; with all OTAs and Trip Advisor,â&#x20AC;? she concludes.

If you have recently renovated your property and would like to share your story, weâ&#x20AC;&#x2122;d love to hear from you. Email the editor bill.lumley@jld-media.co.uk

- BBA / Insight -

Preparing for the UKâ&#x20AC;&#x2122;s first-ever National â&#x20AC;&#x153;B&B Dayâ&#x20AC;?

David Weston, chairman of the Bed & Breakfast Association, tells Luxury Bed & Breakfast that property owners in this sector should prepare for the marketing opportunity on 24 March.

2

ZDV D UHFRUG \HDU IRU 8.

WRXULVP Č&#x201A; WKH ZHDN 3RXQG FHUWDLQO\ KHOSHG ERRVW LQFRPLQJ WRXULVP QXPEHUV 9LVLW%ULWDLQ VD\ WKDW RYHUVHDV YLVLWV DUH H[SHFWHG WR UHDFK 0LOOLRQ LQ XS RQ 6SHQGLQJ E\ RYHUVHDV YLVLWRUV LV IRUHFDVW WR UHDFK e %LOOLRQ XS RQ 2I FRXUVH WKDW GRHV QRW PHDQ WKDW HYHU\ % % RU JXHVW KRXVH KDV GRQH ZHOO Č&#x201A; WKHUH DUH VR PDQ\ ORFDO IDFWRUV DQG RI FRXUVH FRVWV KDYH been rising fast too. But more of our memEHUV KDYH KDG D JRRG \HDU WKDQ RWKHUZLVH DQG WKDW LV JRRG QHZV IRU WRXULVP ZKLFK RYHUDOO LV ZRUWK e EQ WR WKH 8. HFRQRP\ Î&#x2013;W KDV DOVR LQFLGHQWDOO\ EHHQ D JUHDW \HDU IRU WKH % % $VVRFLDWLRQ Č&#x201A; ERWK DW KRPH ZLWK VXEVFULSWLRQV EXLOGLQJ XS WR UHFRUG PHPEHU VLJQXSV ODVW PRQWK DQG LQWHUQDWLRQDOO\ ZLWK RXU NH\QRWH UROH DW WKH Č´UVW Č&#x2020;Î&#x2013;QWHUQDWLRQDO % % &RQIHUHQFHČ&#x2021; LQ &KLQD LQ -XQH Čľ\LQJ WKH ČľDJ IRU %ULWLVK % %V Î&#x2013;Q ZH YHU\ PXFK KRSH WR VHH RXU &KLQHVH FROOHDJXHV FRPH WR %ULWDLQ ZKLFK ZRXOG KHOS ERRVW %ULWLVK % %V WR WKH ZRUOGČ&#x2021;V IDVWHVW JURZLQJ PDUNHW Î&#x2013;Q 2FWREHU ZH KHOG RXU Č´UVW Č&#x160;% % 6XPPLWČ&#x2039; LQ /RQGRQ ZKLFK ZDV RSHQHG E\ WKH 0LQLVWHU RI 7RXULVP -RKQ *OHQ 03 7KH 0LQLVWHU VDLG

â&#x20AC;&#x153;B&Bs have been the cornerstone of British tourism for generations with owners and VWDÎ? RÎ?HULQJ D ZDUP ZHOFRPH WR YLVLWRUV IURP DURXQG WKH ZRUOG VKDULQJ ORFDO NQRZOHGJH of great attractions and sights. I am proud WR UHSUHVHQW WKLV VHFWRU DQG ZLOO FRQWLQXH WR ZRUN FORVHO\ ZLWK WKHP DV ZH SURPRWH WKH 8. as a must-visit destination.â&#x20AC;?

The Minister announced that the Č´UVW HYHU 1DWLRQDO % % 'D\ ZLOO WDNH SODFH LQ RQ 6DWXUGD\ 0DUFK 7KLV LQLWLDWLYH VSRQVRUHG E\ WHFKQRORJ\ SURYLGHU HYLLYR LV GHVLJQHG WR KHOS % %V H[WHQG WKHLU VHDVRQ DQG SURPRWH DZDUHQHVV RI % %V WR WKRVH ZKR PLJKW QRW \HW EH UHJXODU ERRNHUV :H ZLOO EH SODQQLQJ PDQ\ SURPRWLRQDO LQLWLDWLYHV IRU % % 'D\ ZKLFK FRPHV DW WKH HQG RI (QJOLVK 7RXULVP :HHN 7KH ZHEVLWH %DQG%GD\ FRP ODXQFKHV LQ WKH 1HZ <HDU 6R GR UHJLVWHU ORRN RXW IRU QHZV VXEPLW \RXU VSHFLDO RÎ?HUV DQG WDNH SDUW 7KH 0LQLVWHU ZDV DOVR NLQG HQRXJK WR VD\ WKH %HG %UHDNIDVW $VVRFLDWLRQ DUH GRLQJ D JUHDW MRE LQ SURPRWLQJ WKH % % VHFWRU DQG Î&#x2013; ORRN IRUZDUG WR ZRUNLQJ ZLWK WKHP LQ ZLWK WKH % % 'D\ DQG RWKHU LQLWLDWLYHV :H GR KDYH D ORW SODQQHG IRU WR UDLVH WKH SURČ´OH RI % %V DQG JXHVW KRXVHV DQG Luxury Bed & Breakfast - 20 - January 2018

KHOS \RX ERRVW \RXU RFFXSDQF\ DQG SURČ´WDELOLW\ DV ZHOO DV FRSH DV HDVLO\ DV SRVVLEOH ZLWK UXOHV DQG UHJXODWLRQV 6SHDNLQJ RI ZKLFK ZH DOVR ORRN IRUZDUG WR WKH UHVXOWV LQ RI WKH &RPSHWLWLRQ 0DUNHWČ&#x2021;V $XWKRULW\Č&#x2021;V &0$ LQYHVWLJDWLRQ LQWR WKH XQIDLU DQG PLVOHDGLQJ SUDFWLFHV RI WKH JLDQW RQOLQH WUDYHO DJHQFLHV ZKLFK IROORZHG RXU Č´YH IRUPDO FRPSODLQWV WR WKHP EDFN LQ $XJXVW 7KHLU FRQVXOWDWLRQ FORVHG RQ WK 'HFHPEHU DIWHU PDQ\ RI RXU PHPEHUV KDG VXEPLWWHG their views and evidence.

2XU KRSH LV WKDW WKH &0$ ZLOO WDNH VRPH RI WKH DFWLRQV ZH KDYH XUJHG ZKLFK ZLOO KHOS PDNH WKH LPEDODQFH RI SRZHU EHWZHHQ WKH JLDQW JOREDO SODWIRUPV DQG VPDOO EXVLQHVVHV D OLWWOH OHVV XQIDLU WKDQ LW LV DW SUHVHQW Î&#x2013;I WKDW KDSSHQHG LW ZRXOG EH DQRWKHU Č&#x160;UHDVRQ WR EH FKHHUIXOČ&#x2039; DQG DQRWKHU IDFWRU WRZDUGV PDNLQJ Č&#x201A; ZH FDQ KRSH Č&#x201A; HYHQ EHWWHU WKDQ %HVW 1HZ <HDU ZLVKHV WR DOO RXU UHDGHUV The Bed & Breakfast Association is the UK trade association for B&B and guest house owners, and exists to inform, support & represent owners. Membership costs ÂŁ60 a year. www.bandbassociation.org

- BBA / Insight -

Luxury Bed & Breakfast - 21 - January 2018

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- In Depth / Technology & Software -

DIRECT BOOKINGS

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Luxury Bed & Breakfast - 22 - January 2018

- In Depth / Technology & Software -

Shooting fish Some extremely efficient tools are available via the Internet which, when installed and

I

used correctly, provide incredible shortcuts to online advertising and marketing.

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GOOGLE REMARKETING EXPLAINED %\ LWV YHU\ QDWXUH *RRJOH 5HPDUNHWLQJ DOORZV \RX WR UH PDUNHW WR SHRSOH WKDW KDYH YLVLWHG \RXU ZHEVLWH E\ DGYHUWLVLQJ WR WKHVH SHRSOH DFURVV WKH ΖQWHUQHW RQ D SD\ SHU FOLFN EDVLV 7R SXW WKLV DQRWKHU ZD\ *RRJOH 5HPDUNHWLQJ ZLOO DOORZ \RX WR DGYHUWLVH IRU IUHH RQ VRPH RI WKH ZRUOGȇV ELJJHVW ZHEVLWHV 6HULRXVO\ *R YLVLW DQ\ PDMRU ZHEVLWH DQG ORRN IRU DGV WKDW KDYH D OLWWOH WULDQJOH LQ WKH WRS ULJKW KDQG FRUQHU Ȃ WKLV LV D *RRJOH DG ΖQ WKHVH VSDFHV \RX ZLOO RQO\ VHH DGV IRU ZHEVLWHV WKDW \RX KDYH YLVLWHG RQ WKH ΖQWHUQHW EURZVHU \RX DUH XVLQJ 7HVW LW \RXUVHOI *R WR ERRNLQJ FRP DQG VHDUFK IRU \RXU RZQ KRWHO 7KHQ RSHQ D QHZ WDE DQG YLVLW D PDMRU QHZV ZHEVLWH RU WUDYHO VLWH OLNH &11 FRP RU VN\VFDQQHU FRP ΖI QRW ULJKW DZD\ \RX ZLOO VWDUW WR VHH ERRNLQJ FRP DGYHUWLVLQJ LQ WKHVH VSDFHV WR \RX 7KH\ DUH WDUJHWLQJ \RX Ȃ VRPHRQH ZKR KDV VKRZQ LQWHUHVWHG LQ VWD\LQJ LQ \RXU KRWHO Ȃ DQG DGYHUWLVLQJ \RXU KRWHO WR \RX IRU IUHH XQWLO RI FRXUVH \RX FOLFN RQ WKH DG WKHQ

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7KH ELJ DGYDQWDJH WKDW )DFHERRN KDV RYHU *RRJOH ZKHQ LW FRPHV WR UHPDUNHWLQJ \RXU SURGXFW LV WKDW )DFHERRN ZLOO ZRUN RYHU PXOWLSOH GHYLFHV 6R LI D SURVSHFWLYH FXVWRPHU YLVLWV \RXU ZHEVLWH ORRNLQJ IRU WKHLU QH[W VKRUW EUHDN DW WKHLU ZRUN FRPSXWHU DQG WKH\ ORJ LQWR )DFHERRN \RXU UHPDUNHWLQJ DGV ZLOO DSSHDU RQ WKHLU SKRQH DQG WDEOHW ZKHUHDV *RRJOHȇV 5HPDUNHWLQJ WHQGV WR ZRUN RQO\ RQ WKH FRPSXWHU \RX LQLWLDOO\ YLVLWHG WKH ZHEVLWH RQ $JDLQ )DFHERRN 5HWDUJHWLQJ LV FKDUJHG RQ D SD\ SHU FOLFN EDVLV VR \RX ZRQȇW EH FKDUJHG IRU LPSUHVVLRQV RQO\ ZKHQ SHRSOH FOLFN RQ WKH DGV WKDW EULQJ WKHP EDFN WR \RXU ZHEVLWH

WHY REMARKETING IS SO EFFECTIVE (AND COST EFFECTIVE)?

7KHUHȇV QR GHQ\LQJ RU KLGLQJ IURP WKH IDFW WKDW WKH ERRNLQJ GHFLVLRQ SURFHVV KDV FKDQJHG GUDVWLFDOO\ RYHU WKH ODVW \HDUV 7KH KRWHO ERRNHU WRGD\ KDV PRUH FKRLFH WKDQ KH VKH KDV HYHU KDG LQ KLVWRU\ 7KLV GUDPDWLF LQFUHDVH LQ FKRLFH KDV OHG WR WZR NH\ IDFWRUV D΍HFWLQJ WKH HYHQWXDO ERRNLQJ RI D KRWHO Luxury Bed & Breakfast - 23 - January 2018

0RUH GHDOV R΍HUV DQG GLVFRXQWV DFURVV WKH LQGXVWU\ 7KH GHFLVLRQ PDNLQJ SURFHVV KDV JRW ORQJHU 6LPSO\ SXW LWȇV JRW D ORW PRUH FRPSHWLWLYH out there and harder to command the rates \RX ZDQW IRU \RXU URRPV ΖQ RUGHU WR VHOO URRPV DW DWWUDFWLYH UDWHV \RX QHHG WR LQVWLO D EXUQLQJ GHVLUH LQ \RXU FXVWRPHU WR FKRRVH \RX RYHU D QHDUE\ FRPSHWLWRU :KDW \RX UHDOO\ ZDQW LV IRU HYHU\ FXVWRPHU WKDW LV FKRRVLQJ EHWZHHQ \RXU KRWHO DQG WKUHH RU IRXU RWKHUV IRU WKHLU QH[W OHLVXUH EUHDN LV WR ERRN ZLWK \RX LUUHVSHFWLYH RI WKH IDFW WKDW \RXȇUH RU PRUH H[SHQVLYH 5HPDUNHWLQJ ZLOO ZRUN WR KHOS \RX VWD\ IURQW RI PLQG LQ WKDW SURFHVV 0RUH LPSRUWDQWO\ LW LV WKH PRVW FRVW H΍HFWLYH DGYHUWLVLQJ PHGLXP RXW WKHUH 7\SLFDOO\ ZHȇOO DOORFDWH D PD[LPXP EXGJHW RI e SHU PRQWK Ȃ DQG IRU WKDW ZHȇOO DGYHUWLVH RXU SURGXFW VRPHZKHUH EHWZHHQ WLPHV RQ VRPH RI WKH ZRUOGȇV ELJJHVW ZHEVLWHV DQG JHW FORVH WR H[WUD FOLFNV WR RXU ZHEVLWH IURP SHRSOH ZKR KDYH EHHQ WR XV RQFH EHIRUH ΖQ DQ DYHUDJH PRQWK WKLV ZLOO \LHOG WKUHH QHZ ERRNLQJV JLYLQJ XV D FRVW SHU VDOH RI e :KLFK ZLOO W\SLFDOO\ EH OHVV WKDQ RI WKH ERRNLQJȇV DFWXDO YDOXH &RVW 3HU 6DOH ZLOO EH GLVFXVVHG LQ PRUH GHWDLO ODWHU LQ WKH ERRN EXW DV D SHUFHQWDJH RI WKH EXVLQHVV ZHȇUH SD\LQJ WR DFTXLUH WKH FXVWRPHU RU HYHQ LV PXFK PXFK EHWWHU WKDQ DQ\ 27$ ZLOO JLYH \RX $QG WKHVH DGV DUH FKHFNHG D FRXSOH RI WLPHV SHU PRQWK VR WKH PDQDJHPHQW LV PLQLPDO More Direct Bookings – Hotel Marketing to Signficantly Reduce Dependency on OTAs is available for free download from: www.directhotelmarketing.co.uk

- In Depth / Online Booking -

Luxury Bed & Breakfast - 24 - January 2018

- In Depth / Online Booking -

Rising to the online challenge

Those with a natural flair for hospitality must understandably feel somewhat miffed that the power of this gift has been buried recently in the brave new online world, where competition is won by those who can best master the online techniques for salesmanship.

T

he Competition and Markets Authority famously began its investigation into the practices of online travel agents in the last quarter of 2017. It took its last piece of evidence mid-December, but it will be a while before it draws any conclusions or announces any new regulatory rules restricting alleged anti-competitive practices by OTAs. But even if the OTAs have their wings clipped by the authorities, any new rules wonâ&#x20AC;&#x2122;t change the overall landscape by much: a high proportion of luxury bed & breakfast operations ZLOO FRQWLQXH WR UHO\ RQ 27$V IRU D VLJQLČ´FDQW amount of their business, which will help their top line but at great cost.

Eviivo director Ruth Whitehead says there are still many challenges facing luxury bed & breakfast and independent boutique hotel owners when it comes to online booking.

One of the biggest challenges she says is advertising available rooms on multiple online travel agency websites easily while keeping all the availability and pricing information both up to date and accurate.

It may of course turn out that the Competition and Markets Authority is able to formulate a recommendation that facilitates this by coming down hard on OTAs for presenting the

EURZVLQJ SXEOLF ZLWK WKH Č´FWLRQDO YLHZ RI WKH market, with rankings at a level corresponds to the amount the business is paying, but this remains to be seen.

Whitehead tells Luxury Bed & Breakfast magazine: â&#x20AC;&#x153;Eviivoâ&#x20AC;&#x2122;s â&#x20AC;&#x2DC;my channelâ&#x20AC;&#x2122; manager enables businesses to appear on a vast number of channels including Expedia, Laterooms, Google Hotel Ads, Ryanair Rooms and Booking.com, in one click. Changes and updates can be easily coordinated through the application, with all pricing and availability updated in realtime, and any content and photo edits can be done through single amends in the Eviivo suite then applied across all the OTAs, without the need to update each and every OTA's extranet separately.â&#x20AC;?

This entails taking payment and deposits from online bookers, and ensuring cards used are genuine, while all the time remaining PCI compliant, she says. â&#x20AC;&#x153;Eviivoâ&#x20AC;&#x2122;s â&#x20AC;&#x2DC;my paymentâ&#x20AC;&#x2122; manager enables businesses to set the terms of their payment and cancellation policies in whatever way they want to, and apply this to their listing on the online travel agencies too. Card payments are pre-authorised to ensure cards are genuine, and the Eviivo suite tools can be used to take balance payments.â&#x20AC;?

Luxury Bed & Breakfast - 25 - January 2018

The use of tablets and mobiles to search and book accommodation has become the default way in which members of the public search for accommodation, so a businessâ&#x20AC;&#x2122;s website needs to be fully mobile responsive to ensure its potential guests can easily access it and make a booking when they are on the go, she says.

The Eviivo â&#x20AC;&#x2DC;my websiteâ&#x20AC;&#x2122; is mobile responsive, and template designs are available free of charge, she says. â&#x20AC;&#x153;We advocate owners spend their marketing budget on professional phoWRJUDSK\ UDWKHU WKDQ D ČľDVK\ IDQF\ ZHEVLWH $ website needs to provide key functions which our template designs do, and host and showcase great images. Good images are crucial when helping to secure a booking,â&#x20AC;? she stresses.

The level to which the Eviivo online booking service is able to drive up direct bookings is sigQLČ´FDQW 7KH Č&#x2020;ELOOERDUG HÎ?HFWČ&#x2021; PHDQV WKDW KDYLQJ a property listed on the major travel websites generates views for its own website too: around 30% of people who look at a property on an OTA site will look at the property's own website and Eviivo helps convert those views into direct ERRNLQJV DFFRUGLQJ WR :KLWHKHDG Č&#x160;2XU Č´JXUHV show that generally, a typical independent hotel or B&B without online booking on its own website will get 80% of its bookings from travel

- In Depth / Online Booking -

websites and 20% direct, by phone and email.

By adding a prominent booking button, that B&B can increase its direct bookings by 50%, changing the source of bookings to be 70% from travel sites and 30% direct,â&#x20AC;? she says.

There is such a vast amount of disjointed advice and opinion available on the online booking arena that luxury bed & breakfast owners new to the business, or those looking at setting up D ERRNLQJ V\VWHP IRU WKH Č´UVW WLPH DUH RIWHQ confused about the best way to approach the ZKROH LVVXH :KLWHKHDG RÎ?HUV D OLVW RI Č´YH NH\ factors to take into consideration: - Ensure it enables you to remain in control and sell your rooms your way, with your own deposit and cancellation policies applied to all your listings on the online travel agencies.

- Ensure it enables you to take payments at a PCI compliant level â&#x20AC;&#x201C; your guests will be expecting this too.

- Ensure is enables your guests to make a booking easily, in just a few clicks and on mobile devices.

- Ensure it enables you to easily showcase great images of your property through your own website and on online travel agency sites easily.

- Ensure it enables you to opt in and out of which online travel agencies you use very easily, and update pictures and text on them through just one interface.

Many remote rural properties are still unable to get access to adequate broadband, which can make much of the arguments over online booking seem redundant. However, by 2020 high speed broadband access will become a legal right across the UK. Furthermore there are a growing number of companies now supplying radio w ave internet coverage where broadband connection remains an issue, and if a bed EUHDNIDVW LV Č´QGLQJ LW WRR PXFK RI D VWUXJJOH to persuade various authorities to facilitate VXÉ?FLHQW EDQGZLGWK LQ WKH SURSHUW\ WKHQ LW LV worth looking for a radio wave option.

Whitehead says: â&#x20AC;&#x153;The Eviivo suite is very OLJKW DQG HÉ?FLHQW LQ WHUPV RI ZKDW LW QHHGV WR UXQ HÎ?HFWLYHO\ IT companies such as Eviivo are continuously rolling out new technology and software to keep B&Bs at the cutting edge, while at the same time making it easier for owners to manage their property. "We recently released full two way connection with Airbnb, including rates, availability, bookings and content.

We've also released a full connection with Google which allows B&Bâ&#x20AC;&#x2122;s to not only take a top position and control how their property Luxury Bed & Breakfast - 26 - January 2018

displays on Google Hotel Ads, but also have the cancellation and deposit polices they want," she says.

Eviivo provides online booking for luxury bed & breakfast operations as well as a wealth of other accommodation providers, from the simplest city apartment to the grandest country house. Whitehead says: â&#x20AC;&#x153;Not all of these are LQ WKH RÉ?FLDO UDWLQJ VFKHPHV EXW ZH FHUWDLQO\ have hundreds of luxury properties. We are award-winning, including Edgar House, named the Number 1 small hotel in the World in the TripAdvisor Travellers' Choice Awards 2016, the most Romantic Hotel in Europe 2017, and Number 2 in the World for Romance 2017. We also have lots of properties like Abbots Grange (which was recently featured on Country Living's website), Darsham Old Hall and Old Downton Lodge, a 3 AA Rosette restaurant with rooms and the Good Hotel Guide Editor's Choice Award winner 2016.â&#x20AC;?

A more complete selection of Eviivoâ&#x20AC;&#x2122;s grandest historic properties can be found online here: www.toprooms.com/en-GB/c/StayInThePast

CONVERSION RATE OPTIMIZATION Adam Hamadache heads up Direct Hotel Marketing. He tells Luxury Bed & Breakfast magazine: â&#x20AC;&#x153;From a broad technology perspective, conversion rate optimization or CRO is probably the most technical aspect of marketing that we do

- In Depth / Online Booking -

that cannot realistically be implemented by the B&B owner although there are some very quick solutions any business owner can implement. â&#x20AC;&#x153;For us CRO is a 15-point checklist using some of the most technical facilities available on the internet. For example, split testing home pages, with 500 seeing one page and 500 seeing another and testing which converts best. For the luxury B&B owner looking all the time for ways to encourage more people to come to them booking direct, Google Remarketing. Simply put LW LV WKH PRVW FRVW HÎ?HFWLYH IRUP RI DGYHUWLVLQJ anywhere in the internet.â&#x20AC;?

If you go to an OTA, take a look at a couple of luxury bed & breakfast operations but donâ&#x20AC;&#x2122;t book then a couple of days later the OTA seems to follow you round the internet with their ads, advertising the same B&B that you looked at.

These ads are examples of Google Remarketing.

Hamadache says: â&#x20AC;&#x153;The most amazing thing about Google Remarketing is that we use it a great deal within our hotel and with the other properties we work with and yet I have never spent more than ÂŁ25 in a month on this form of advertising. For that investment I get somewhere between 25,000 and 30,000 impressions of my ad. I will also be able to advertise on huge websites. Iâ&#x20AC;&#x2122;ve seen my own hotel advertised as a huge banner ad on the home page of the Daily Telegraph and the mailonline.â&#x20AC;?

Most people donâ&#x20AC;&#x2122;t know how it works, he says. â&#x20AC;&#x153;We have had people come up to us saying that we must be spending a fortune on online advertising because of a big ad they have seen. But the reality is we donâ&#x20AC;&#x2122;t pay for that, we only pay for a click. Impressions are totally free. When somebody does click it is going to cost 20-30 pence.â&#x20AC;?

He explains the process: â&#x20AC;&#x153;You are dropping a cookie on their browser using the Google display network to advertise your product as people visit random websites. The reason this is so important for every accommodation business is that it is as cheap as chips. Youâ&#x20AC;&#x2122;ll never spend more than ÂŁ20-25 on this per month. Most people particularly at the luxury end of the market, where perhaps it is more of a considered purchase, people tend to take longer to make their booking decision. If you can get people to your website, and they donâ&#x20AC;&#x2122;t book for whatever reason, and then you are following them around saying, â&#x20AC;&#x153;Book with us always direct for the best ratesâ&#x20AC;?, that has a profound impact on the amount of business you can get direct. This is the sort of thing we share as a company that is not common knowledge but is actually relatively straightforward to

implement when you know how.â&#x20AC;?

As regards the Competition and Markets Authorityâ&#x20AC;&#x2122;s ongoing investigation into the way in which the OTAs are not being fair in the way in which they are behaving, he says: â&#x20AC;&#x153;We have known about this for years: give them a few more percent they will push you up the ranks because they make more money. Hopefully they will get more than a slapped wrist. To the independent operator google remarketing isnâ&#x20AC;&#x2122;t JRLQJ WR PDNH D ZRUOG RI GLÎ?HUHQFH EXW SHUKDSV an extra hundred direct bookings per year, which all adds up. â&#x20AC;&#x153;We can show how to set it up although obviously Iâ&#x20AC;&#x2122;m in the business of doing it for them.

I would suggest giving us a call. It would take us an hour but for someone who doesnâ&#x20AC;&#x2122;t really know what they are doing itâ&#x20AC;&#x2122;d probably take them a week to do. Furthermore, even though I will have explained exactly how to set it up and they will still probably make mistakes. All you need to know what to do is to create an ad, put in a certain amount of technical data and a bit of code on the website. Then normally within 14 days youâ&#x20AC;&#x2122;ll start to see the ads starting to trigger business. And if we set it up we will normally JLYH \RX WKH Č´UVW e RI DGYHUWLVLQJ IRU IUHH Č&#x2039; Hamadache says he is not too fussed about giving away trade secrets and has written a book that explains exactly how to go about doing it (see page 22). â&#x20AC;&#x153;Iâ&#x20AC;&#x2122;m in the business of doing it for people. If they want to do it themselves they can, but there is a high chance that they will mess it up, just like we messed it up several times before we got it right. â&#x20AC;&#x153;If you are prepared to pay for it then work with us and weâ&#x20AC;&#x2122;ll do it for you and you know it is going to be set up correctly.

"Every month they provide a report to all their clients detailing how much was spent and how many impressions we got. Last month we got 65,000 impressions that cost us about ÂŁ20."

KEEPING BAD REVIEWS OFFLINE The other technological aspect Hamadache is IRFXVHG RQ SXVKLQJ LV 5HYLHZ Č´OWHU ZKLFK NHHSV EDG UHYLHZV RÎ? 7ULS$GYLVRU He explains: â&#x20AC;&#x153;For under ÂŁ50 a month this piece of software pushes good reviews at TripAdvisor and makes sure than bad reviews never see the light of day so that you can handle them yourself. For B&Bs perhaps more than hotels, negative reviews are highly damaging and at times can be very unjust as well. â&#x20AC;&#x153;There is nothing more frustrating when you are trying your best and you ask if everything is Luxury Bed & Breakfast - 27 - January 2018

RND\ DQG WKH\ VD\ HYHU\WKLQJ LV Č´QH DQG WKHQ you get this horrible, scathing one-star review, when of course you canâ&#x20AC;&#x2122;t do anything about it.â&#x20AC;? $V D KRWHO RZQHU KLPVHOI Č´YH \HDUV DJR KH VWDUWHG XVLQJ WKLV UHYLHZ Č´OWHU WRRO WKDW ZDV LQ fact developed by a hotelier, he says.

He comprehensively dismisses the question about the ethical legitimacy of this tool that, as he puts it, stops bad reviews â&#x20AC;&#x153;seeing the light of dayâ&#x20AC;?. There are of course examples of consumers writing perfectly legitimate one-star reviews to warn other consumers of the experience they may have had. But he says: â&#x20AC;&#x153;We DUH FRPLQJ DW WKLV IURP WZR GLÎ?HUHQW DQJOHV the operatorâ&#x20AC;&#x2122;s perspective and the customerâ&#x20AC;&#x2122;s perspective. I wear both hats, having a hotel and being a regular hotel guest.â&#x20AC;?

He explains, â&#x20AC;&#x153;The system works by asking WKH FXVWRPHUV IRU WKHLU UHYLHZ Č´UVW RI DOO :H automate an email to the guest within a few hours after checkout asking for feedback.

7KH\ FDQ OHDYH D RQH WR Č´YH VWDU UHYLHZ Î&#x2013;I LW LV D IRXU RU Č´YH VWDU UHYLHZ LW HQGV XS RQ D page where within two clicks the customer can paste that review to TripAdvisor. Therefore we are helping good reviews along the ZD\ WR VLWH Č´JKW 7ULS$GYLVRU Č&#x2039; If a review is negative it ends up on a different page saying somebody will be in touch shortly, he says. â&#x20AC;&#x153;At that point if you have gone through that process and created a one-star review and you are particularly aggrieved by your experience and want to share the fact that it was a one-star review then there is nothing stopping you the customer going to TripAdvisor and writing that out again and posting that review. So while we say it keeps the bad reviews RÎ? WULS DGYLVRU ZH DFWXDOO\ PHDQ LW GLVFRXUDJHV bad reviews from ending up on the review site.â&#x20AC;?

He cannot praise the application enough. â&#x20AC;&#x153;We love this particular tool. We canâ&#x20AC;&#x2122;t control everything: if people are really motivated to slate our product on the internet then there is nothing to stop them, but it is not a distortion of the guestsâ&#x20AC;&#x2122; true experience. Č&#x160;:H DOVR WHQG WR Č´QG WKDW RQ WKH RFFDVLRQ when we do have a one or two star review coming in, if they leave that at midday and by 3-4pm someone at the guest hose has called them, apologised profusely, resolved the incident and LQYLWHG WKHP EDFN IRU D RÎ? VWD\ QH[W WLPH the end result is that the customer is happy, the accommodation provider is very apologetic and a resolution has been found which means that one star review probably doesnâ&#x20AC;&#x2122;t need to be on the internet discouraging others.â&#x20AC;?

- In Depth / Vodka -

Luxury Bed & Breakfast - 28 - January 2018

- In Depth / Vodka -

In Good Spirits: Time for a Vodka Revolution?

Last month WSTA revealed gin has become the best-selling spirit in the UK as sales soared to £1.2bn, but vodka could be on the verge of a renaissance.

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- In Depth / Vodka -

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- In Depth / Flooring -

Luxury Bed & Breakfast - 32 - January 2018

- In Depth / Flooring -

Flooring it When it comes to choosing flooring for a property there are numerous procedures that bed & breakfast owners, or those renovating existing properties, should follow in order to meet all requirements associated with regulatory compliance,

t

health & safety and high footfall/wear & tear issues - not to mention style.

KH YDULRXV UHTXLUHPHQWV DSSO\ WR each part of the business, be it the bar, dining room, hallway, bedrooms, kitchen or bathrooms.

It is important to assess each room the ČľRRULQJ LV EHLQJ LQVWDOOHG LQ DQG VSHFLI\ WKH DSSURSULDWH SURGXFWV )RU H[DPSOH LQ D URRP ZKHUH OLTXLG VSLOOV DUH PRUH OLNHO\ VXFK DV bars, bathrooms, kitchens and dining rooms, DQ HDV\ WR FOHDQ ČľRRU FRYHULQJ ZRXOG PHDQ maintenance is easier and the property stays in top condition for longer.

Joanne Stark is marketing director at 5HGGLWFK EDVHG &DUSHW )ORRULQJ ZKLFK SURYLGHV DOO NLQGV RI FRPPHUFLDO ČľRRULQJ EXW VSHFLDOLVHV LQ SURYLGLQJ ČľRRULQJ IRU JXHVW houses and hotels. She tells Luxury Bed & Breakfast PDJD]LQH Č&#x160;/X[XU\ YLQ\O WLOHV /97

are a great solution for areas like this. Easy to maintain and replace, they work well in % %V ZKHUH PDLQWHQDQFH GRZQWLPH QHHGV WR EH PLQLPL]HG 7KH UDQJH RI VW\OHV DYDLODEOH also means LVT can meet all interior design UHTXLUHPHQWV RI WKH SURSHUW\ )ORRUV WKDW PD\ get wet have an increased slip risk, but LVT is more slip-resistant than most other hard VXUIDFH ČľRRU FRYHULQJV PDNLQJ LW WKH EHVW RSWLRQ LI \RXU ČľRRULQJ LQVWDOODWLRQ VSHFLČ´FDOO\ UHTXLUHV KDUG VXUIDFH HDV\ WR FOHDQ ČľRRULQJ Č&#x2039; It is also important to take anticipated IRRWIDOO LQWR DFFRXQW ZKHQ VHOHFWLQJ D ČľRRU covering, she says. â&#x20AC;&#x153;In communal areas such as the reception and corridors, there will be an LQFUHDVHG IRRWIDOO VR D UREXVW ČľRRU FRYHULQJ would work best. A commercial grade LVT with a top layer coating will prevent wear and tear DQG FDQ ZLWKVWDQG KLJK LPSDFW Î&#x2013;Q SDVW % % SURMHFWV ZH KDYH ZRUNHG RQ FRUULGRUV EHQHČ´W

from either carpet tiles or LVT tiles as the amount of product waste is reduced, lowering overhead costs for the property owner.â&#x20AC;?

Of course, in areas such as bedrooms, where WKH IRRWIDOO ZLOO EH VLJQLČ´FDQWO\ OHVV D OX[XU\ carpet would work well at providing a sense of FRPIRUW DQG OX[XU\ IHHO WR WKH SURSHUW\

DESIGN-LED /X[XU\ % %V KDYH PRUH VW\OH UHTXLUHPHQWV than most chain hotels and are more interior GHVLJQ OHG E\ QDWXUH VKH VD\V Č&#x160;$ ORW RI % %V XVH Č´[WXUHV DQG Č´WWLQJV WR H[SUHVV WKHLU brand, and CFS products lend themselves perIHFWO\ WR WKLV )RU H[DPSOH ZH KDYH QRWLFHG D PDVVLYH LQFUHDVH LQ % %V XVLQJ SDUTXHW VW\OH ČľRRULQJ DQG WLOHV RI YDU\LQJ FRORXUV WR FUHDWH D XQLTXH ORRN Č&#x2039; VKH VD\V Using carpet tiles and LVT, a property RZQHU FDQ PL[ DQG PDWFK GLÎ?HUHQW FRORXUV DQG VW\OHV RI ČľRRU FRYHULQJ IRU D ORRN WKDW LV WRWDOO\ XQLTXH WR WKHP Č&#x160;8VLQJ ČľRRULQJ D % %Č&#x2021;V true personality can come out. Whether using colours to suit a chosen theme, or completely FRQWUDVWLQJ WR LQWHULRU GHFRU WKH GHVLJQ FRQČ´JXUDWLRQV RI ČľRRULQJ DUH HQGOHVV Č&#x2039; VD\V 6WDUN % %V RIWHQ ]RQH VHFWLRQV RI WKHLU HVWDEOLVKPHQW XVLQJ ČľRRULQJ VKH VD\V Č&#x160;$OO SURGXFWV come in a range of colours and so a consistent WKHPH FDQ EH XVHG WKURXJKRXW ZLWK GLÎ?HUHQW FRORXUV GLÎ?HUHQWLDWLQJ WKH YDULRXV SDUWV RI WKH property. This can help make each room feel XQLTXH ZLWK WKH ČľRRU PDWFKLQJ WKH LQWHULRU design chosen for that space. Zoning is also ideal for navigation around a property; using WKH ČľRRULQJ WR FUHDWH D SDWK FDQ KHOS GLUHFW guest to important areas, such as the checking in desk and bar.

Luxury Bed & Breakfast - 33 - January 2018

Č&#x160;:H KDYH DOVR QRWLFHG D VLJQLČ´FDQW LQFUHDVH LQ ELRSKLOLF GHVLJQ ZKHUH % %V DUH LQWURGXFLQJ nature and the outdoors into their interior design choices. This can be done through nature EDVHG FRORXUV DQG WRQHV RU XVLQJ DUWLČ´FLDO grass indoors. Our LVT range comes in a variety of designs, emulating wood, consisting of neutral and calming colours to suit this trend.â&#x20AC;?

6R DUH WKHUH DQ\ RXWVWDQGLQJ ČľRRULQJ W\SHV WKDW FRXOG EH UHFRPPHQGHG LI D % % RZQHU has the right budget to develop a stunning OX[XU\ HQYLURQPHQW" 6WDUN VD\V WKDW 5DWKHU WKDQ GLFWDWH D SURGXFW W\SH &DUSHW )ORRUing would recommend investing time into GHVLJQLQJ D ČľRRU FRYHULQJ WKDW LV WRWDOO\ XQLTXH WR WKDW % % 6KH VD\V Č&#x160;7KLV ZRXOG PHDQ XVLQJ interchanging tiles or varying colours and deVLJQV D VWDWHPHQW ČľRRU FDQ EH FUHDWHG LQWURducing a wow factor to the property.â&#x20AC;? This may UHTXLUH WKH H[SHUWLVH RI DQ LQWHULRU GHVLJQHU WR make sure the shapes, colours and materials

- In Depth / Flooring -

used in the design complement each other. +RZHYHU VKH VD\V Č&#x160;7KH ELRSKLOLF GHVLJQ ZH are seeing increase in popularity lends itself WR ODUJHU EXGJHWV 5DWKHU WKDQ LQVWDOO D QHXWUDO coloured product throughout the property, a more considered approach must be taken to ensure that the end goal is met.â&#x20AC;? Î&#x2013;W LV LPSRUWDQW WR XVH KLJKHU TXDOLW\ SURGucts or the completed room will not meet XS WR H[SHFWDWLRQV VKH ZDUQV Č&#x160;8VLQJ KLJKHU TXDOLW\ SURGXFWV ZLOO DOVR H[WHQG WKH OLIHVSDQ RI \RXU ČľRRULQJ DQ LPSRUWDQW FRQVLGHUDWLRQ LQ D % % ZKHUH HYHU\ GD\ ZHDU DQG WHDU ZLOO EH considerably higher.â&#x20AC;?

6KH RÎ?HUV VRPH SURFHGXUDO WLSV WR OX[XU\ accommodation businesses that are undergoing renovation. â&#x20AC;&#x153;Ordering from some suppliers may have a ORQJ OHDG WLPH DQG VR LW LV LPSRUWDQW WR Č´QG WKLV out at the beginning of the project. CFS Carpets, IRU H[DPSOH ZKLFK LV DYDLODEOH H[FOXVLYHO\ IURP &DUSHW DQG )ORRULQJ FDQ GHOLYHU QH[W GD\ ZKLFK is ideal for last minute projects. Usually, the installer working on the project will have a preferred supplier and will already know the lead times associated,â&#x20AC;? says Stark.

She warns that with regard to downtime during installation, if the installation is part of D PDMRU UHIXUELVKPHQW WKHQ WKH % % LV OLNHO\ WR UHTXLUH FRPSOHWH FORVXUH VR VHOHFWLQJ D TXLHWHU period is best. This was a lesson learned by the QHZV RZQHUV RI +D\HVEDQN % % SDJH

:KHQ LQVWDOOLQJ D ČľRRU WKDW FRPHV LQ WLOHV such as carpet or LVT, the amount of time taken WR UHIXUE WKH ČľRRU LV VLJQLČ´FDQWO\ UHGXFHG DQG disruption to guests is minimal as there is no need to replace every carpet tile. â&#x20AC;&#x153;It can be done on an ad hoc basis as and when parts of the ČľRRU FRYHULQJ QHHG UHSODFLQJ Č&#x2039; VKH FRQFOXGHV

Pergo Commercial Flooring Solutions also SURYLGHV ODPLQDWH ZRRG DQG YLQ\O ČľRRULQJ IRU all areas of guest houses and hotels in the UK. 7KH FRPSDQ\Č&#x2021;V VWDUWLQJ SRLQW LV WKDW D ZHOO FKRVHQ ČľRRU FDQ VHW WKH WRQH IRU D ZKROH URRP Č&#x160;$ FODVVLF WLPHOHVV ČľRRU DOORZV WHQDQWV WR set their own mark on the room, while a trendy ČľRRU FDQ HQWLFH FHUWDLQ WDUJHW JURXSV Č&#x2039; VD\V D marketing spokesman for the company.

3HUJR SURYLGHV PDQ\ GLÎ?HUHQW W\SHV RI ZRRG ODPLQDWH DQG YLQ\O ČľRRULQJ ZLWK D YDriety of natural-looking dĂŠcor layers, colours DQG WH[WXUHV â&#x20AC;&#x153;What is common to all laminate and YLQ\O ČľRRUV LV WKDW WKH\ DUH H[FHSWLRQDOO\ hard-wearing, moisture-resistant, hygienic DQG HDV\ WR FOHDQ 3HUJR ZRRG ČľRRULQJ LV designed so that it is stable and less sensitive WR ČľXFWXDWLRQV LQ PRLVWXUH DQG WHPSHUDWXUH Î&#x2013;W DOVR KDV D SURWHFWLYH Č´QLVK PDNLQJ LW PRUH hard-wearing than many other types of wood ČľRRULQJ Č&#x2039; KH VD\V

ENVIRONMENTAL CONSIDERATIONS 3HUJR PDLQWDLQV WKDW DOO LWV ČľRRUV DUH PDQXfactured according to an environmental policy that includes everything from the choice of raw materials and production processes to transport and packaging. â&#x20AC;&#x153;We only use renewable types of wood and never use threatened rainforest species,â&#x20AC;? he stresses. â&#x20AC;&#x153;Caring for the environment plays a central role in everything we do â&#x20AC;&#x201D; from our choice of raw materials to our processes, suppliers, transportation and packaging. We decrease the environmental impacts of our manufacturing by using innovative technologies and best practices, and by doing so we reduce our greenhouse emissions and conserve energy.â&#x20AC;?

He outlines the achievements in the comSDQ\Č&#x2021;V DLPV WR GHFUHDVH WKH HQYLURQPHQWDO LPSDFW RI LWV PDQXIDFWXULQJ Č? Î&#x2013;Q 3HUJR VDYHG WKH HTXLYDOHQW WR DQQXDO Luxury Bed & Breakfast - 34 - January 2018

energy consumption of 500 households, by improving the energy usage on site, in the SURGXFWLRQ SURFHVV DQG DW WKH RÉ?FH â&#x20AC;˘ It saves 720,000 litres of water every year, using rainwater for our production sites.

(QRXJK WR Č´OO D WKLUG RI DQ 2O\PSLF VL]HG swimming pool. Č? 2YHU RI WKH KHDW QHHGHG IRU SURGXFtion is produced by burning wood dust from milling, sawing and grinding by Pergo. That HTXDWHV WR WKH W\SLFDO \HDUO\ HQHUJ\ XVH IRU KHDWLQJ RI KRXVHKROGV Pergo continuously reduces the weight of its packaging, although he stresses it always makes sure it is protective enough to avoid damage to the product. Č&#x160;$QQXDOO\ ZH NHHS WUXFNV IURP WKH road by using waterways. This is one of the H[DPSOHV RI KRZ ZH ZRUN WR LPSURYH WKH environmental performance of our transport and distribution network.â&#x20AC;?

3HUJR ZDV WKH Č´UVW ČľRRULQJ FRPSDQ\ WR UHFHLYH WKH RÉ?FLDO 1RUGLF (FRODEHO WKH *UHHQ 6ZDQ ZKLFK VLJQLČ´HV WKDW DOO LWV SURGXFWV DUH FHUWLČ´HG DV D ERQD Č´GH EHQHČ´FLDO HQYLURQPHQWDO FKRLFH ZLWK UHVSHFW WR WKH SURGXFWČ&#x2021;V RYHUDOO impact on the environment. â&#x20AC;&#x153;We have the same ambition for our QHZ ZRRG ČľRRUV 7KH FRUH LV PDGH IURP sustainable wood. The top layer is sourced from sustainable supplies of oak and ash in (XURSH $OO RXU ODFTXHU DQG RLO PHHW VWULFW international emission norms, so you can enMR\ \RXU ZRRG ČľRRULQJ LQ WKH NQRZOHGJH WKDW it is made with respect for the environment,â&#x20AC;?

KH VD\V Č&#x160;$OO RXU ZRRG ČľRRUV DUH 3()& FHUWLČ´HG 3URJUDP IRU WKH (QGRUVHPHQW RI )RUHVW &HUWLČ´FDWLRQ VFKHPHV ZKLFK VLJQLČ´HV WKDW the wood used in these products originates from renewable forests,â&#x20AC;? he concludes.

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