Luxury BnB Magazine: February 2023

I n this issue ...

A warm welcome from LUXURY BNB

Signs of Spring are beginning to appear around the country as the hospitality sector emerges once again from winter slowdown and prepares for the busier months ahead.

This issue of Luxury BnB brings you practical suggestions on how to drive up guest numbers. We examine ways you may not have explored in which you can easily draw overnight visitors. The internet may have brought its problems, not least the advent of the OTA helping itself to your direct commission. Guests’ growing addiction to Wi-Fi has caused a headache to a great many rural properties that are unable, with the best will in the world, to deliver a reliable broadband service, often resulting in devastatingly poor review rankings. There is one particular online approach that you could and should consider capitalising upon if you have not already done so, which is securing an online link to a showcase of your venue with the sites of nearby events, concerts, racing events of festivals.

It costs little or nothing to connect your business, complete with pics and the best reviews you can muster, with the websites of the organisers of all these events. Seasons such as the Cheltenham raving festival in March that draw visitors from far afield are perfect for attracting overnight guests to higherend hospitality venues such as yours. We give examples from around the UK of crowd-drawing events, along with professional advice on how to go about drawing attention of your venue to anyone visiting the website of the nearby festival or event in question.

Meanwhile our cover story on Leeds Castle Hotel illustrates how hospitality businesses close to – or even, in this case, on the grounds of – major tourist attractions, can build up direct associations with local businesses to deliver topquality service to your guests. Whether it be with a high-calibre local florist able to deliver spectacular flower arrangements for wedding parties or a reliable and top-quality local catering business, connecting guests easily and reliably with such services will meet with high approval from the very people who will ultimately be awarding you the five stars you deserve.

PUBLISHING DIRECTOR Dominic Johnson dominic@miramedia.co.uk

01892 711 144

EDITOR

Bill Lumley | Words editor@luxurybnbmag.com

DESIGN

Tracy Poulsen | Design tracy@miramedia.co.uk

CONTRIBUTORS

Karen Thorne karenjthorne@yahoo.co.uk

Yvonne Halling yvonne@yvonnehalling.com

Bethnal & Bec relax@bethnalandbec.com

Lisa Holloway looholloway@gmail.com

submitted by advertisers and contained in their advertising copy is accepted by Miramedia in good faith.

4. MSS Achieve total mobile coverage through the thickest of walls

5. NEWS

6. AWARDS

Revealed: The winners of 2023 LBnB Annual Awards

8. COVER STORY: LEEDS CASTLE

Max/maxing out on local businesses to boost your guests' experience

18. 2023 PREVIEW:

Techniques for connecting your business to nearby festivals in the year ahead

21. BETHNAL & BEC

Where have all the bookings gone?

22. PRODUCT NEWS

24. KAREN'S COLUMN

Do you need a licence to sell alcohol at your B&B

26. CLOCKWORK MARKETING

Creating an emotional connection in your marketing message

31. MOLLIES

Luxury and lifestyle at a resonable rate

38. LEEDS CASTLE

Local businesses support major rural tourist attraction

46. COCKTAILS

Elevate the mixture of your drinks menu in 2023

46. SUPPLIER DIRECTORY

47. B&BS FOR SALE

Complete mobile coverage in every area of your property, however thick your walls and however widely spread your accommodation, is now a viable proposition

Cameron Castle originates from a mid-18th century castle on the edge of Loch Lomond near Balloch in Scotland. In 1830 the modern Baronial castle was built and then rebuilt following a fire in 1865.

As the image suggest, the walls of the grand castellate mansion are thick and the four-storey historical building itself is sprawling with turrets. In other words, a nightmare for any commercial owner hoping to keep a 21st century guest happy. The endless struggles of the average a fivebedroom domestic property owner to get mobile reception in every room of the house are a picnic compared with the difficulty a venue such as Cameron Castle would have – indeed did have – in providing guests with any let alone reliable mobile reception.

Stories abound of hospitality owners setting up business in remote or sprawling buildings much less complex than Cameron Castle, only for them to discover they are unable to offer one of modern guests’ number one requirement: accessibility with the rest of the world. They are unable to send urgent messages home, let alone to send images of the venue to their Instagram accounts. Meanwhile staff are unable to call on each other as and when required.

Mobile Signal Solutions – MSS

By Bill Lumley, (LBNB Editor)

Over recent years numerous attempts have been made by hospitality business owners around the country, in remote buildings and in those with feet-thick walls, to develop some kind of Heath Robinson solution, to varying degrees of expenses and success. Reasons for the lack of signal coverage in such buildings range from distance from the local base station to construction of the outer walls.

Meanwhile in modern buildings the level of high energy insulation can cause mobile signals to be blocked.

Anyone owner of fine hospitality venues with such problems that cause such dissatisfaction in their so many of their guests that their business suffers can now turn to a provider of reliable, large-scale signal booster such as MMS. Cameron Castle, replete with major issues preventing a weak let alone a reliable signal from permeating the property appointed the company, which in return has installed an successfully seamless mobile network throughout the hotel.

They have now entered the mobile communication age, and they and their guests can now relax.

For more information visit. https://mobilesignalsolutions.co.uk/

Scottish hospitality wins six-month tourism tax reprieve

THE Scottish government has granted a sixmonth pause on the introduction of the local visitor levy, widely known as the tourism tax, leaving hospitality businesses the chance to capitalise on bookings before the penalty is imposed in June this year.

The decision follows lobbying from representative hospitality bodies including the Bed & Breakfast Association (BBA) and UKHospitality. BBA chairman David Weston says, “At the end of December they agreed on a six-month pause before introducing the licensing scheme.”

He says that despite intensive lobbying by his

association and other trade bodies, raising a great many concerns about it and protesting against it, these concerns were ignored. But he says, “They finally agreed to a six-month pause, which is not a total victory but it obviously does help, because it allows more time for people to adapt to the new rules.”

The local government said the pause will give them a chance to change the guidance and to make sure it is consistent between local authorities, he says. “It's to be implemented by 32 different local authorities and there are lots of inconsistencies that we pointed out, and they will iron those out. It's limited, but it's a good thing for small B&Bs.”

He claims that while the BBA lobbied the authorities against the new tax, it advised they that if they were to introduce such a levy then they should go for a light-touch registration scheme. “They didn’t listen,” he says. “They went for a full local licensing, which means you've now got 32 different versions of the tax, which is horrendous.” And he warns that a similar tourism tax is now being threatened in Wales. “We put in a big submission to them against such a Bill. So, if they do bring them in, there are a lot of practical points that they've got to bear in mind,” he says

ADDING to the woes of the impending tourism tax, Scottish hospitality businesses are now operating at a significant disadvantage to counterparts in England and Wales as a result of the Scottish Government’s reluctance to support businesses, according to UKHospitality.

finding themselves with hard financial decisions to make, it warns.

generous show discounts, it’s a glittering showcase.

In a letter to the Finance and Public Administration Committee, UKHospitality Scotland underlined the urgent need for shortterm business rates relief, in order to diminish the jeopardy many businesses face.

Whether you’re planning on installing a spa, swimming pool, sauna, steam room or hot tub, or upgrading existing facilities, now is the time to start researching so it’s up and running in time for spring.

UKHospitality Scotland executive director Leon Thompson says: “The decisions facing Scottish hospitality businesses early this year are stark, and will prove fatal for many. Cost increases are seemingly endless for venues, whether that’s losing current levels of energy support in April, business rates continuing to increase, or food and drink supplies costing record amounts.

advice and help you choose the perfect equipment to suit your requirements. Please call in at the SPATEX Help Desk at the entrance to the exhibition hall and the team will point you in the right direction.

Scottish businesses have not benefitted from any business rates relief since June last year, it says, while English businesses have been supported by relief since the pandemic and will continue to be supported by up to 75% relief on business rates in the coming financial year.

Don’t miss SPATEX 2023 at the Coventry Building Society Arena, Tuesday January 31 to Thursday February 2 – it’s the one and only place in the UK to view and compare, under one roof, all the latest models and innovations from over one hundred exhibiting companies. Free to attend, it is designed for all in the hospitality business. With a line-up that includes all the world’s leading manufacturers and suppliers, many offering

SPATEX’s focus is on sustainability and reducing energy consumption and bills and this topic features in the free-to-attend double seminar programme that is running on all three days of the show. Other topics include up-to-the-minute health and safety guidance and the maintenance of publicly used hot tubs.

This support in England resulted in Barnett consequentials of £1.5 billion, yet none of that money has been allocated to support hospitality, according to the non-government representative body for tourism business, according to UKHospitality. It adds that the UK Government’s announcement to significantly reduce the energy support available to businesses from 1 April will deliver a “major financial blow” to Scottish hospitality. On top of rateable values increasing for many and a lack of relief, hospitality venues are

Experts from industry associations, such as BISHTA (British & Irish Spa & Hot Tub Association) and SPATA (Swimming Pool & Allied Trades Association), will be on hand to give free impartial

Register here for FREEspatex.co.uk/

“While no business in the UK is free from the effects in inflation, it’s becoming clear that the inaction and lack of business rates relief from the Scottish Government means we are falling quite sharply behind England and Wales.

“For example, rateable values in Scotland appear to have risen almost across the board in Scotland, while the opposite seems to be true in England. We’ve heard from members that many are set to pay tens of thousands more in business rates here, compared to similar businesses in England.

“This is not sustainable and will have long-term ramifications for Scottish hospitality. If running a business in Scotland permanently becomes more expensive, with no relief for businesses, we could see investment suddenly diverted away from the sector and a loss of skilled workers in Scottish hospitality.”

The Coventry Building Society Arena, Coventry CV6 6GE is easy to get to - just 500 yards off the M6 and within two hours commuting time of 75 per cent of the population, with 2,000 free on-site car parking spaces. For more info: www.spatex.co.uk helen@spatex.co.uk Tel: +44 (0) 1264 358558.

LACK OF BUSINESS SUPPORT UNFAIRLY HINDERING SCOTTISH HOSPITALITY

A massive thank you anyone who took the time to enter our 2023 Excellence in Luxury Service Awards!

The judges really had their work cut out for them and enjoyed looking through the wide variety of properties that entered. Due to COVID-19, the judges were unable to visit the properties and the awards process was conducted online.

Despite not being able to taste the breakfasts or experience the venues in person, the judges worked hard to judge all venues fairly via the available platforms online.

Despite difficult judging methods, the team thoroughly enjoyed their lengthy discussions.

We look forward to seeing you all enter the 2024 awards!

MEET THE JUDGES

THE LUXURY BNB TEAM WOULD LIKE TO ANNOUNCE THE 2023 WINNERS

Yvonne Halling Dominic Johnson

Mark Hinchliffe

David Weston

Lisa Holloway Andy Banner-Price

OVERALL WINNER

WINNER

Carradales Luxury Guest

JUDGE'S COMMENTS:

Carradales Luxury Guest House is a beautifully appointed and well-maintained property, with exceptional attention to detail demonstrated by owners Maurice and Steve in all aspects of their guests' experience. The four rooms are spacious, comfortable, and beautifully decorated, and the evening meal is a highlight, reflecting the owners' commitment to highquality food and drink. Carradales Luxury Guest House is a deserving recipient of special recognition in the Best Breakfast and Most Romantic Getaway categories, scoring highly in both and earning its place as one of the most highly regarded accommodations in the region.

carradales.com

RUNNER UP

Judges Comments

Mosta Dome B&B, Malta

The Mosta Dome B&B is a charming and elegant boutique bed and breakfast located in the central town of Mosta in Malta. The B&B is well-appointed and tastefully decorated, offering guests a comfortable and relaxing stay. The location is convenient, with easy access to local attractions and amenities, making it an ideal choice for travelers who want to explore the heart of Malta. The staff are friendly and knowledgeable, providing guests with excellent service and ensuring that their stay is memorable.

It is so great to know that all these things we do mean something and its lovely to have recognition for all our hard work.

www.mostadomebb.com

BEST BREAKFAST

WINNER

Bollington Hall

JUDGE'S COMMENTS:

• Lovely website and super photos

• Great style. Loved the description of the brown eggs.

• I also appreciated their mentioning animal welfare.

• Interesting menus, proper breakfasts!

• I particularly liked the devotion to local food businesses. And naming them.

• Liked the grazing boxes, good idea for visitors.

• Their blog is great, and I liked promotion of local businesses which may be of interest to other guests.

URL: bossingtonhall.co.uk

Exmoor’s Luxury B&B

Set on Coastal Exmoor, bordering Devon in the Porlock Vale, our tranquil and serene location is perfect for your relaxing short break holiday, or a walking base to explore the scenery. Practical elements like a Mud / Boot Room by the front door and dog towels, through to WiFi and binoculars will ensure a relaxing break.

Exmoor’s Luxury B&B is just ten minutes off the South WestCoast Path, or Coleridge Way, we are rural but not remote, with Porlock village just a mile away. You have a choice of Eight separate B and B rooms, with private or ensuite bathrooms.

We have an EV Charge point for your car, a large lounge and bar to relax in all day, and just installed – a Sauna!

BEST BREAKFAST

RUNNER UP

BEN A'AN HOUSE

JUDGE'S COMMENTS:

• Quirky and unusual house, with great colour scheme and fun decor.

• The breakfast menu was unusual too, with a variety of starters and second courses. No full English/Scottish breakfast but breakfast rolls.

• A lot of the choices were sweet, which doesn’t appeal to me, but I can see these breakfasts are easy to make.

• I don’t like having to text my preference the night before, although it makes life easier for the cook, it seems very impersonal.

benaanhouse.co.uk

Special mentions

Sunnyside Guest House - sunnysidesouthport.co.uk

• Again, super photos and very professional, Steve obviously knows his stuff.

• Breakfast looks delicious and good to see them acknowledging local farmers and promoting unique Scottish ingredients.

• Loved The Drinkery!

• Clearly a superbly run business. Not cheap but they know their clientele. I'd like to stay here.

Eagle House Eccleshall - https://eaglehouse-eccleshall.com/

• An lovely old house and welcoming website.

• The breakfast photos could be better, not appetising (eggs look particularly drab), and rather old fashioned buffet table.

• But locally sourced ingredients wherever possible, although no details. Excellent breakfast reviews, with veggie and vegan choices, and

• Freshly prepared, always a good sign. Comprehensive choice of dishes.

Carradales Luxury Guest House - https//:www.carradales.com

• Again, super photos and very professional, Steve obviously knows his stuff.

• Breakfast looks delicious and good to see them acknowledging local farmers and promoting unique Scottish ingredients.

• Loved The Drinkery!

• Clearly a superbly run business. Not cheap but they know their clientele. I'd like to stay here.

INTERIOR DECOR

WINNER

VILLACHAMOUN JUDGE'S COMMENTS:

• The place oozes style, passion and personality. The owners have captured the essence of the 1960s with a bright colour palette and they’ve re upholstered some of the original chairs, working in some great fabric colours. It’s neither cluttered nor minimal, with just enough objects to look at and yet still easy to find the operational fittings in the room.

• Good use of bright rugs softening the hard terrazzo floors, also a great vintage-looking lounge space. What’s not to like? The clever-seated bar area (small but intimate) works well, set back in the hallway next to the staircase - a great use of space!

• You could be in the South of France in the 60s but you're not, you're looking at Hasroun a beautiful part of the Lebanon - a place I now want to pack my bags and jet off to. Vive Le Lebanon!

URL: villachamoun.com

Villachamoun- A RETRO ESCAPE

• Nestled in the Qadisha valley with spectacular views, and in close proximity to the majestic cedars of Lebanon, Villa Chamoun is an enchanted guesthouse retreat in the mountains, with the charm and tempo of the 1960s. Built as a family home in 1965, it was restored & reimagined to celebrate and honours its history.

•

• It truly took a village to bring it back to its former glory; the amazing artisans and crafts people of Hasroun in concert with renown Lebanese designers to deliver on a vision. Villa Chamoun is equally a social project that honours the people of the village and their skills to ensure a sustainable future.

INTERIOR DECOR

RUNNER UP

BEN A'AN HOUSE

JUDGE'S COMMENTS:

• Scottish, stylish!

• Great use of different period furniture & objects that all work harmoniously together.

• Although small, you know already that if they had a few more rooms they’d equally be as stylish!

• All Bed & Breakfasts need to offer something unique something that sets them apart from the boring mundane hotel experience.

• Be brave give your rooms some personality and colour. Your guests will remember you!

Special mentions

Eagle House Eccleshall - eaglehouse-eccleshall.com

Eagle House Eccleshall offers luxurious accommodation with a traditional design aesthetic, providing guests with the ultimate in comfort and relaxation. The apartments and B&B options are well-appointed and offer a welcoming and warm atmosphere. The interior design is a highlight, with careful attention paid to every detail to ensure a truly memorable stay.

The Naight House - naighthouse.co.uk

The NAIGHT House is a modern, stylish, and luxurious property that boasts a stunning garden. A true masterpiece of design and comfort.

Sentry Mead Ltd - sentrymead.co.uk

Sentry Mead is a stunning country home by the sea that offers 9 luxurious ensuite bedrooms, some with breathtaking sea views. The hotel has recently undergone a major refurbishment, making it a top choice for a relaxing coastal escape.

ROMANTIC GETAWAY

The Pigs

JUDGE'S COMMENTS:

Luxury spa with massages and treatments onsite, rooms have private courtyard with a fire pit, two-person bath, hot tub, spa rooms have an in room sauna, super king beds, in room dining available, Sky TV, dual bath and TV

Pub - Hotel - Spa, Norfolk

thepigs.org.uk

PigSpa, a luxury spa located at The Pigs, offers residents and non-residents a range of rejuvenating massages, facials, and spa experiences.

The B&B and SPA boasts 18 elegant rooms, each featuring a private courtyard with fire pit and in-room spa amenities such as a two-person bathtub, drench shower, sauna, and steam room. Some rooms even have a hot tub for added indulgence.

ROMANTIC GETAWAY

RUNNER UP

CARRADALES LUXURY GUEST HOUSE

JUDGE'S COMMENTS:

• Intimate wedding venue (in garden or drawing room), robes & slippers, roll top bath, king beds (1 super king), open fire, licenced, no kids, evening meals available

Special mentions

carradales.com

Plas Tan-Yr-Allt Historic - Country House & Estate- plastanyrallt.co.uk/

• Home of romantic poet PB Shelly, candles and mood lighting throughout, garden - iron love arbour, love sculptures, Shelly quotes throughout, they say Valentines and Romance packages available but currently nothing on website, four poster available, open fire in lounge, robes and slippers, minifridge - chill champ/wine etc, offer flowers/chocs/fruit bowl, afternoon tea served

Sissinghurst Castle Farmhouse - www.sissinghurstcastlefarmhouse.co.uk

• An Super king beds, baths but regular ones, tea and cake on arrival, no under 8s, views/grounds/next to castle - but no free access to grounds, simple meal available, licenced - wine (pre-order), flowers available, walks near-by

Bossington Hall - Bossingtonhall.co.uk

• On site sauna - music/aromas/low level lighting, massage available. Walks from property, honesty bar, most rooms (8/10) not ensuite though, bathrobes and slippers, master bedroom - complimentary bottle of Champagne, sea views, claw-foot bath plus large walk in shower, coffee maker, bath in room in another bedroom, grazing box available - but looks like you have to collect it and can't enjoy in your room

West Layton Manor - westlaytonmanor.co.uk/

• Copper roll top bath(s) - one in room, open fire, minibar - is it chargable?, King beds/four-posters, coffee-makers, not clear if some rooms can have breakfast served in the room

Homestead Inn - www.homesteadct.com

• Kids over 12, four-posters, baths inc jacuzzi for two people, private bathrooms though - not ensuite, massage available to be booked

INTERNATIONAL

WINNER PETERC VINEYARD

JUDGE'S COMMENTS:

The Peterc Vineyard Estate is an upscale accommodation option set against a backdrop of stunning natural beauty. Overlooking a 200 year-old vineyard plot, the estate is situated in the heart of Brda wine country, where the Mediterranean meets the Alps. The location is truly breathtaking, offering guests a peaceful and serene escape from the hustle and bustle of daily life. The estate is well-appointed and thoughtfully designed, offering a luxurious experience for guests who seek the very best in upscale accommodation. Whether you're a wine connoisseur or simply looking for a tranquil and restful retreat, the Peterc Vineyard Estate is an excellent choice.

www.peterc-brda.si

RUNNER UP BEN A'AN HOUSE

OWNERS: Milena & Uros Peterc

Comments:

• Exclusive property

• Personal service tailored to guests need and wishes

• Adults only

• Sleep wellness, remote working, wine concierge

• Gourmet Breakfast served ""A La Carte"" till 12pm with a glass of Peterc Sparkling wine

• Wine tasting, adopt a vine, picnic in the vineyard

• Tailormade experiences (fly fishing, hunting or animal watching, wild food picking, harvest"

INTERNATIONAL

RUNNER UP

THE MOSTA DOME B&B

JUDGE'S COMMENTS:

• The Mosta Dome B&B is a charming and elegant boutique bed and breakfast located in the central town of Mosta in Malta. The B&B is well-appointed and tastefully decorated, offering guests a comfortable and relaxing stay. The location is convenient, with easy access to local attractions and amenities, making it an ideal choice for travelers who want to explore the heart of Malta. The staff are friendly and knowledgeable, providing guests with excellent service and ensuring that their stay is memorable.

mostadomebb.com

Special mentions

La Martinière- www.gitesmayenne.fr

The La Martinière Gîtes/bed and breakfast in the Mayenne in Normandy provides a luxurious experience for its guests. The owner, David, has put a lot of effort into creating a welcoming atmosphere, with a special emphasis on attention to detail. The two gîtes, each designed for two people, are spacious and well-appointed, and the website provides guests with a wealth of information to make their stay as comfortable as possible. Overall, the La Martinière Gîtes/bed and breakfast is highly recommended for anyone looking for a relaxing and comfortable stay in Normandy.

The Country House at Hunchy Montville- thecountryhouseathunchy.com.au

The Country House at Hunchy provides a truly luxurious experience for its guests, set amidst a serene and secluded pristine rainforest environment close to Montville on the Sunshine Coast Hinterland. This multi award-winning bed and breakfast is the epitome of 5-star luxury, offering a romantic getaway for couples seeking peace and tranquility in a stunning natural setting. Whether you're looking for a relaxing retreat or a base from which to explore the local area, the Country House at Hunchy is the perfect choice.

Plas Tan-Yr-Allt Historic Country House & Estate - plastanyrallt.co.uk/

P B Shelley's former abode, the first Regency-style Italian villa in North Wales, awaits. As you approach, a lush canopy of trees greets you. The interior is lit with moody candlelight and features Regency-era romantic furnishings, heart-shaped breakfasts, and themed packages for Valentine's and romantic occasions. The garden boasts stone love benches and iron chaise longues, along with a love arbour. The decor is filled with Shelley quotes and history, Greek and Roman love sculptures, and a drawing room dedicated to an A.C Benson love poem. Throughout the house, audio tiles play romantic quotes and historical anecdotes.

MARKETING & SOCIAL

Owners Kirsty comments:

JUDGE'S COMMENTS:

BY FAR is the Old Vicarage Corris - what a brilliant story she tells. She's clearly very creative. Her website needs work but she's worked so hard to promote her local community I commend her. We love all the reasons for people to visit and how she's negotiated extras for her guests. This is true hospitality at it's best.

What would have been even better is to have seen a picture of her, and to know her name - I couldn't find it anyway on her website.

The customer journey from the home page needs work, but she's clearly good at what she does.. Clear winner for me

www.oldvicarage.wales

• I am passionate about promoting local small businesses for guests to support whilst they are in the area.

• One of the marketing initiatives I created which took a lot of effort to coordinate with multiple local businesses, was my activity e-gift voucher promotion before Christmas. Which was 2 nights b&b and an activity locally. My goal was to curate something fundamentally different to the gift vouchers that are popular at most hospitality establishments which just offer accommodation.

This involved 3 areas:

1) omni-channel social media promotion

2) physical coordination with 15 local businesses over the last 3 months

3) change to website to introduce a digital shop with PCI and PSD2 compliant payment method

WINNER THE OLD VICARAGE, THE IEWMOUNTV

• E-vouchers range from multi day hiking holidays eg Welsh three peaks, to ‘your railway for a day’ where guests get taught how to drive a steam train, an interactive donkey experience day, bushcraft or green-wood carving skills, or a mine exploration day and more.

• The e-vouchers are send automatically at point of purchase as a digital pdf. All designed by me that offer something nice for the purchaser to print off to give to their gift recipient.

MARKETING & SOCIAL

RUNNER UP

SUNNYSIDE GUEST HOUSE

JUDGE'S COMMENTS:

• Second is the Sunnyside Guest House, Southport. Again they're doing a brilliant job, but their names are nowhere to be seen! The website has no clear customer journey and the home page is mostly about them, but they're hitting the spot with guests and, with a little work on thinking through the customer experience online, they'll do even better.

sunnysidesouthport.co.uk

Owners Comments....

• We are a finalist in 4 categories at the Liverpool City Region Tourism Awards and winner of the LCR Tourism Awards B&B of the Year 2021 and Prestige Awards B&B of the Year Manchester and NW. We provide personalized amenities such as freshly baked homemade items and calligraphy welcome cards. We prioritize food provenance and support local charity Queenscourt Hospice and the local food bank. We have a sustainability policy, use 100% renewable electricity, and have reduced our carbon footprint through various measures. We also care about accessibility, having completed training programs, added accessibility facilities and made our website accessible to all. My wife Larissa is multilingual, fluent in English and Portuguese and can also speak Spanish, Italian, and French, making us an ideal choice for hosting international guests.

Special mentions

The Brattleboro www.thebrattleboro.com

Vermont USA

• The Inn is nestled on 32 acres of private land that boasts beautiful views of the Vermont woods, a private pond, and the unforgettable mountain views.

The Castle House Estate Www.Thecastlehouseestate.Com

• The ULTIMATE "GLAMPING" experience! Featured on HGTV: The Castle House Estate brings Tiny Home living to another level, located in the heart of Joshua Tree and minutes from the Joshua Tree National Park. This unique medieval piece of architecture blends indoor-outdoor living with an emphasis on entertaining. The Castle House Estate is situated on 12 picturesque acres, surrounded by many more private undeveloped acres. Winner of Booking.com's 2021 Traveler Review Rewards.

Go with the flow

2023 - The Year Ahead

By Bill Lumley, (LBNB Editor)

ADVERTISING and filling your rooms can be one of the biggest business challenges you face. Returning loyal guests who have become friends are one way of lessening the pressure and keeping footfall high, but sitting in plain sight are the often-untapped opportunities afforded by nearby festivals, concerts or other events that attract mass crowds, many of whom need a room for one or more nights.

Throughout the year and particularly during the Easter and Summer seasons, all around the country are festivals of all kinds, drawing crowds from far-afield. With the overwhelming majority of the public clued up on how to navigate the online world, it has never been easier for guests visiting the area for a concert for example to be made aware of your high-end property. Pictures speaking a thousand words, so visitors travelling from afar to all kinds of event may be tempted to treat themselves on their trip after seeing your rooms online rather than slumming it knee-deep in mud in a throwaway tent.

Check out nearby events

Before business picks up this year, now is a good time to take a look at what festivals, concerts and other crowd-attracting events are set to take place in the vicinity of your hospitality property and planning your strategy well ahead of the events themselves.

Contacting the venue operators themselves well ahead of time will usually be met with a positive response. After all, any publicity you are giving your own business will serve as a free advertisement for their own planned crowdpleaser.

As well as one-off events there are many music festivals or even sporting events that occur annually and at the same time of year. Close to the Cotswolds, for example, Cheltenham racing festival takes place around the middle of each March. This year it is four days from 14 March, culminating in the Gold Cup on Friday 17 March. Last year the event attracted more than 35,000 visitors. There will certainly be a significant proportion of this year’s visitors to the races who will welcome the chance to stay somewhere comfortable for the night, particularly if they’ve been lucky on the horses.

Be bold

If your venue isn’t even in the immediate vicinity of Cheltenham you should not overlook the opportunity to capitalize on these potential March guests. Easter this year is not until April, so it won’t interfere with any plans you may have in place and it’s a great way to fill rooms before the season begins. A B&B in Stratford-onAvon for example, 30 or so miles of picturesque driving on the A46 through gorgeous North Gloucestershire countryside to the Prestbury

Park racecourse, would make for a bonus excursion for visitors wishing to tie in a bit of a flutter with a country holiday.

Far from the madding crowds

Whether you offer a high-end B&B, a boutique hotel or glamping facilities, if your property is located in Somerset not too far from Glastonbury, you should consider making it known to festival-goers in late June this year that they are welcome to stay overnight in comfort away from the crowds. With the average age of Glasto-goers now nearly 40, there will clearly be a great many at the older end who will be crying out for a bit of comfort, provided they can arrange transport.

Social media

The same principle applies with late August’s Reading rock festival. If you use social media to associate your property with the event, you could follow the same path and fill up empty rooms as the end of season approaches. Planning well ahead is a good way of sounding out the strategy of associating yourself with an event or putting your property in the minds of those who are attending and will give you an opportunity to see which events are hits and which are misses. For instance if you are in the vicinity of Harrogate in Yorkshire then why not contact the organisers of next year’s five-day Harrogate International Youth Festival to see how you may be able to accommodate visitors or performers during the event.

Contact the organisers

After a very successful Houghton Festival in 2022 this huge music event will return in August this year. Houghton Music & Arts Festival has gained a reputation as one of the must-go-to electronic festivals and visitors. Tickets go on sale this month for the four-day event so if you are nearby in rural Norfolk, why not contact the organisers?

Beat the Tourism Tax

For Scottish hospitality businesses in or near Dalkeith Country Park, grab the chance while you can to get ahead of the game ahead of the inevitable Tourism Tax by drawing crowds visiting the 18 June Let’s Rock Scotland concert, featuring a host of big-name bands. Tickets are already selling out fast for this particular event but there’s no harm associating your business

with the concert, which attracts guests from far and wide, many of whom would be happy to stay in your high-end accommodation rather than competing for overnight accommodation that may be thin on the ground on the doorstep of the park itself.

Website links

Down South in Essex, the We Are FSTVL at Upminster Aerodrome is celebrating 10 years and is selling out for its biggest event so far over the August Bank holiday weekend. You don’t of course need to feature on the organisers’ website to get your accommodation in the sight of the crowds attending the event. You might put a link to the event on your own website, making it likely many attendees will become aware of your business well in advance for them and you be able to plan their stay.

Advertise room availability

A music event of a somewhat different nature up in the Northwest this year is the Liverpool Country Music Festival, which takes place over the second weekend in April. This event’s website has an open invitation to hospitality business owners to advertise their available rooms, actively requesting your permission to show details of available overnight local accommodation.

Impose a minimum twonight stay

Concert-goers in need of a night’s stay either side of the four-day Green Man event in the Brecon Beacons would love to at least know of your Welsh property where they could relax before the event or wind down after It ends before exploring a bit more of Wales. If this is successful for you then for events such as this you have the chance of imposing a minimum two-night stay.

Explore new opportunities

It’s February. The chances are business is not too demanding at the moment. Take the time now to use the Internet and seek out local events that are taking place during the rest of this year – or into next year. They do not have to draw large crowds. If people are travelling from afar the chances are they will want to treat themselves to a stay for the night in a comfortable, friendly high-end property like yours.

Securing guests

The opportunities for attracting guests attending festivals are immense, according to the B&B Association. Chairman David Weston says one recommended way of drawing the crowds is by contacting the event venue themselves and asking if they have a list of accommodation nearby, or whether they have links to them. He also suggests you can ask whether they have a page on their website and, if so, whether you can your feature on that page too.

He also suggests using facilities such as Google AdSense, so that when people type the name of an event into a search engine, your business name comes up with an offer for that night.

“As an association, often we often advise people to get in touch, to look at all the local events that are going to be happening over the next over the next season, and we also advise them to look at the prices, because if it's going to be very busy, then they might want quite reasonably to charge a bit more,” he says.

He adds, “You should obviously look at how you can get out the message that you're you've got an offer for that that day. Put it on your own website, of course, with something on the homepage saying don't forget, we've got this festival, three miles away on whatever the date is. And add, ‘We’ve still got rooms available!’”

Even if B&B-owners do not want to necessarily change the price, they might want to employ other techniques such as imposing a two-night minimum stay, depending on the event, especially if it's a longer event. “You really don't want to have nine single bookings that subsequently prevent you from selling a single four-night booking,” he says. “I understand that if somebody wants to come and stay, you really do not want to turn them away. That's always difficult. So you might want to commit to the principle that if there's a big three-or-fourday event nearby at a certain time of year then have a minimum stay for that particular period.”

Provided your property is located reasonably within the vicinity of a popular event, the opportunities are vast.

This is a column for owners, by owners. Vicky and Chris Saynor designed and created Bethnal&Bec Luxury Staycations, a true homegrown family business. City chicmeetscountryside cool, in a stylish yet cosy home-fromhome setting. For grownups only, and maybe the dog too – escape to your own luxury rural retreat with everything you need to relax.

FB: Bethnal & Bec IN: @bethnalandbec www.bethnalandbec. com w READ ONLINE & SHARE >> Read this and other columns at.... luxurybnbmag. com/author/ bethnal andbec

Bethnal Bec & Vicky

A column for owners, by owners

Setting out our plans for 2023

We have now spent 6 months as full time cleaners in our business and this is the year we start to look for local, dependent and good people that can support us in our cleaning and operations. Since Chris and I took back all the cleans in July 2022 we've not had 1 complaint, so handing the reins back to cleaners we are going to do slowly, and be completely sure the next ones are right for us!

If you've read my previous columns - you'll know that for a few years now we have grappled with various 'professional' cleaning firms that have competed 2 out of every 3 cleans for us - but hardly ever without incident, illness, tardiness or general apathy towards us, our business and the task in hand. After two of the biggest (and justified) complaints from guests in July we took back the reins and the standards went back to what a guest should rightly expect when paying

£200+ a night..... but then where do you go from there? Chris and I became every business expert's worst example of how you shouldn't work 'in' your business but 'on' your business.... The 'on' bit suffered Big Time! After 40+ hours a week of cleaning, essential admin, guest liaison and then being parents to 4 kids, we were left tired, uninspired and unmotivated. So, we sat down in early January and plotted our return to normality!

Hence we've decided we will try to work with 3 or 4 independent cleaners who will help to clean, and help facilitate guest services we offer. Working a few days a month eachwe're hoping to be able to get them to our very high standards of cleaning - but without them having to rush off to another job, or be late from the previous clean. That if they are unwell we have a few other people we can (hopefully) get help from - plus keeping our cleaning costs a little bit lower (at one point we were being quoted £30/hour by contract cleaning companies).

Thats the theory anyway!

Chris 2023

2023 is the date we will open our first family friendly accommodation on the Suffolk Coast. Just don't ask us when exactly in 2023.

But next week we have a structural engineer booked in to see how our roof can support the solar panels and to give us calculations for when we take away some load bearing walls...yikes.

Of course we've done this 3 times before, actually 4 times if you count our own house too. But this is the first time we are trying to manage such a build remotely,

nearly 2 hours away; which is going to unearth a whole raft of challenges I'm sure. To help mitigate some of these issues we are parachuting in our regular trusted handymen who were absolute godsends when during the opening of our last accommodation in 2021 our contracted builders basically "gave-up" with a few weeks to go until our first guests were booked in. Dave & Dean we know will not let us down, we trust them implicitly, and after our previous tribulations with contractors this is THE most important thing for us...TRUST.

Looking to make a splash in your B&B this year?

Look no further than Alliance Online. We have recently received an influx of new restaurant supplies that will turn your B&B into the talk of the town. Let’s go through some of our new products we have stocked for 2023. From Cra’ster, the Fare trolley range is the innovative next chapter for operational efficiency in luxury hospitality. From Dalebrook, the minimalistic and modern Trafalgar tabletop range delivers a fashionable beauty in the form of the natural matte texture that produces an exquisite contemporary finish designed to complement any B&B dining aesthetic. Another magnificent range of products suited to a modern BB would be the GenWare Black Vintage Steel range.

Offering a unique way to present and cook foods whilst remaining uncompromising on quality. To find out more please contact our head office on 01270 252333 or hello@allianceonline.co.uk to find your closest branch or visit allianceonline.co.uk.

Amenitiz

When hoteliers contact us, it's often an emergency. They have generally tried everything to make their hotel a real success... in vain. A lot of effort made for few results obtained, such as: Direct bookings low, High commission fees on Booking / Airbnb, Poor online visibility and Hours wasted performing tasks with low added value. It is impossible to work in these conditions. At Amenitiz, we help independent hoteliers develop their businesses with our all-in-one solution. Thus, our customers benefit from: A new modern website optimised for SEO, A PMS which allows them to simplify their daily life, A Channel Manager to centralize all reservations and avoid overbooking, An integrated booking system to increase direct bookings and A secure payment system. As for all these independent hoteliers, we will be able to offer you the solutions adapted to your needs. www.amenitiz.com

Insignia’s Traditional and Far Infrared Home and Garden Saunas

Introducing Insignia’s Traditional and Far Infrared Home and Garden Saunas. Attract more guests and visitors into your B&B and create an atmosphere like no other that will keep them coming back time after time. Give your guests the ultimate relaxation during their stay with traditional or far infrared saunas with features including digital control, LED mood lighting and high-quality Bluetooth/MP3 audio system. Insignia’s Saunas are easy to install and low maintenance, and available in a wide range of sizes and a selection of saunas include massage chairs for the extra WOW factor! Elevate your property by providing an Insignia Sauna, an addition that will transform any area into an exotic one. Please visit our holiday rental partners website page for more information https://www.insigniashowers.com/holiday-rental-partners. For 30% off RRP discount for all holiday rental, B&B and hotel owners, contact us by calling 01908317512 or email our holiday rental expert at alex@insigniashowers.com.

Vogue Contract Beds

Vogue Contract Beds are a bed and mattress manufacturer based in Leicestershire and are part of the Vogue Beds Group. Formed in 1990 with over 30 years of providing contract mattresses for companies in the UK hospitality market. Vogue Contract Beds manufacture all their own mattresses and have one of the most versatile ranges of contract mattresses on offer across the UK. Suppling contract mattresses to student accomodation as well as many of the UK’s most prestigious hotels and unique boutique hotels from Natural Pocket & Luxury hotel contract beds range. Vogue Contract Beds provide economical contract mattress solutions that suit the needs of our clients and partners from our Academic Collection. To view the range, visit www.voguecontractbeds.co.uk | Tel: 01455841257 | sales@voguebeds.co.uk

MSS Mobile Signal Solutions

Hotels and B&B's are often faced with the problem of having poor mobile signal throughout the building. Building materials including foil-backed insulation and remote locations are the main reasons for poor signals. Whether staying for business or pleasure, people need to be connected at all times. Roaming laws have meant that calls outside your home country are not as expensive as they once were, making business calls and home calls using mobile phones from a hotel a much more frequent occurrence. For this reason, it's imperative for hotels, and guesthouses to have quality mobile signal strength to improve customer satisfaction and thus aid in receiving repeat business. If your property has no reception, you can ensure full coverage throughout by taking steps to install an MSS booster system. Once installed it will improve their overall experience and in turn provide repeat business. Visit: mobilesignalsolutions.co.uk/ hotel/ or contact: sales@mobilesignalsolutions.co.uk

SabeeApp

SabeeApp Hotel Management System’s latest development, an integrated ID Scan is now available! With the help of SabeeApp's built-in ID scanner, hotel guests can upload their travel documents in seconds, even from the comfort of their home through the GuestAdvisor application. This way, check-in only takes seconds which will increase the overall guest experience and simplify the tasks for your reception staff. What if guests don't want to take the opportunity to scan their documents at home or download GuestAdvisor? No problem! SabeeApp’s brand new Front Office Manager was created to solve this problem; the receptionist can scan your guests ID in minutes by using only a smartphone. The system can read national IDs, passports or driving licenses and the data is automatically transferred into SabeeApp’s PMS. By using these solutions, not only can you reduce the time spent with checking in but also you can fulfill the mandatory regulations if there’s any. To learn more, visit SabeeApp’s website: sabeeapp.com/sabeeapp-idscanner | Contact - kenneth@sabeeapp.com

Mattressman

Versatile, supportive and super-comfortable are a few words to describe the Hotel Mattress range at Mattressman. Going above and beyond to provide your guests with a rejuvenating night’s sleep, the Hotel Mattresses include fantastic features that will contribute to a sumptuous stay at your establishment. They incorporate body-moulding pocket springs with a support tension that’s suitable for every sleeping position, high-quality hypoallergenic fillings and breathable cotton covers too. The Hotel Mattresses are in congruence with Source 5 fire regulations and are available in all standard sizes: even adaptable zip and link options to transform a twin room into two singles. Our trade team can provide expert, impartial advice on what mattresses are best suited to your establishment, so don’t hesitate to get in contact with us today on 0800 5677 625 or tradesales@mattressman.co.uk. To view the range, visit mattressman.co.uk/contract

Karen Thorne has ran Hopton House B&B in Shropshire for over 16 years and the Bed and Breakfast Academy for over 14 years.

Through the B&B Academy, Karen trains aspiring B&B owners in how to set up, buy, run and market their own B&Bs.

Karen runs monthly online courses and has recently launched a B&B Marketing membership for existing B&B owners, so she can help them to organically and authentically market their own B&Bs.

Read Karen's blog to discover more about toilet paper origami, how marrying a plumber has been very handy, and more about life as a B&B owner: bandbacademy. co.uk/blog

Column Karen's

Hospitality Trends 2023 - what can we expect

The hospitality industry is ever-evolving and bed and breakfast businesses are no exception.

As a bed and breakfast, it’s unlikely you’ll have the big budgets of chain hotels to embrace all of these trends. But just incorporating one or 2 small changes a season can help enhance the customer experience.

The first trend is an increase in online presence. In order to succeed, bed and breakfasts must have an online presence to draw in customers and showcase your products and services. Having a quality website, being active on social media, and optimising your online presence with SEO will continue to be essential for B&Bs moving forward.

Tip - with all the different social media platforms out there it’s easy to get overwhelmed. Choose one platform such as Instagram and learn to do it well. Post consistently and be yourself.

The second trend is the embrace of technology. Technology can be used to streamline the customer experience, and it can also help B&Bs save time and money. From automated check-in systems to online booking platforms, technology can make running a B&B easier and more efficient.

Tip - many of the booking platforms such as Freetobook & Eviivo have different features suitable to automate systems for small B&Bs. Take a fresh look around the platform you use and see if there’s one new feature you could adopt.

The third trend is personalisation. Customers want to feel special and unique, and B&Bs can provide this by crafting experiences

luxurybnbmag.com /author/karen_thorne/

tailored to the individual. Adding an extra special touch to a room, customising the amenities offered, or providing personalised recommendations for local restaurants and attractions can help set a B&B apart from the competition.

Tip - Review your website, social media and in room information to see if what you supply is really helping the guest make the most of their stay. Posting videos taken on your phone on social media is a great way of giving your guests mini glimpses of the experience they’ll have whilst staying with you.

Personalisation can also be as simple as leaving a handwritten note welcoming repeat guests back or leaving a card if guests have told you in advance that they’re there for a celebration.

The fourth trend is sustainability. With more and more customers looking for eco-friendly options, B&Bs that embrace sustainability will gain an advantage. From using renewable energy sources to offering organic food and drinks.

Sustainable design is also becoming increasingly popular in UK B&Bs. This could mean using materials that are sustainably sourced or using low-energy lighting Sustainable design can help B&Bs reduce their environmental impact while also creating a more comfortable and inviting atmosphere for guests.

Tip - Identify small changes that you can make, such as installing smart light bulbs. Then highlight what you are doing to make your business more sustainable in your marketing materials.

Finally, The fifth trend is about design. One design trend that is becoming increasingly

popular is the use of natural elements. Incorporating natural materials like wood, stone, and brick can help to create a sense of warmth and comfort in a space.

Tip - if you already run a B&B and don’t want to do a full redesign, then consider adding more throws, blankets, rugs, indoor plants and greenery, which can

all help to make a space feel more inviting and cosy. These are just a few of the trends that will shape the bed and breakfast industry in 2023. By keeping up with these latest trends, you can stay ahead of the competition and ensure your success.

In brief: The hospitality industry, including bed and breakfast businesses, is constantly changing. To enhance customer experience, B&Bs can adopt a few trends:

1. Increase online presence, with a quality website, social media and SEO.

2. Embrace technology, with automated systems and online booking platforms.

3. Personalization, by tailoring experiences and adding special touches.

4. Sustainability, by reducing environmental impact and using eco-friendly options.

5. Design, by incorporating natural elements for warmth and comfort.

6. Stay ahead of the competition by keeping up with these trends in 2023.

How to create emotional connection in your marketing messaging

Daniel Twigg, marketing strategist, Clockwork Marketing

If your marketing promotes an emotional reaction, your business will standout from competitors and be better remembered when your guests decide to book.

Researching and understanding your guests’ real needs and wants, can help you connect to your customers on a deeper and more memorable level.

After price, we make purchases based on emotion. We are fickle and make decisions to buy based on how we feel at the time. Something someone has said to us or an ad we’ve seen might push us to a product or service, but how we feel when we see the ad is critical.

When we are in a state of heightened emotion, we remember things more clearly. Hence stories that provoke emotion are remembered 22 times more than facts. Video that has an emotional impact on viewers is 70% more likely to promote a purchase (Unruly).

It’s no coincidence that the most memorable ads are those that make us laugh – think Compare the Market’s Meerkats or Three’s moon-walking Shetland pony.

But how does emotion drive our purchasing decisions?

Why emotional connection matters

There are three parts to our brain that influences our behaviour and how we make purchasing decisions: the primal, the rational and the emotional.

Our most basic needs are survival and reproduction (or food and sex). The “primal” part of our brain that influences our behaviour to meet these needs.

The “rational” part of our brain controls our impulses but also our reasoning and judgement. We will have a rational tick list of features we want when we choose accommodation – swimming pool, ensuite bathroom, Wi-Fi etc.

The “emotional” part of our brain controls our limbic system and keys into our long-term memories and emotional motivations. Things that make us laugh, feel nostalgic, make us sad or give us goosebumps for example, affect us on a much deeper level.

How to develop emotional connection

Using these six guiding principles you can enhance your marketing messages to speak more emotionally to your guests:

1. Benefits over features: Many B&B’s market themselves based solely on the features they offer. But what is the real benefit to the customer of these features? When I stay at the property, how does it make me feel? Does it remind me of happy holiday memories of childhood, do I feel more relaxed after visiting, do I feel free from the grind of daily life? Tell your guests about the real benefits you offer to them.

2. Use storytelling: Remember stories that provoke emotion are retained 22 times more than facts. Place your guest at the heart of their own travel story. Is there a problem they need to overcome, where your business can provide a solution. Whether their goal is to escape from modern life, destress or splash out on some travel indulgence, identifying the travel story they want is a great way to evoke an emotional response.

3. Use emotional language: In your marketing messaging and website copy, use words and phrases that trigger emotional responses. Phrases like "joyful escape", "tranquil setting" or "rejuvenating break" create a positive emotional connection with your audience. If you don’t tell guests how they feel when they visit, how will they possibly know?

4. Use visuals with feeling: Images and videos can create and reinforce emotional impact. Pictures of features don’t. Sand between toes, fingers drawing through water, people laughing together, display powerful feelings.

5. Humanise your messaging: Be personal where possible to make your customers feel valued. This could be as simple as using their name in your marketing emails or using your website copy to talk to them as you would a close friend.

• Create a sense of community: As humans we are tribal and want to belong. Developing a brand community with a purpose will give that sense of belonging and build customer loyalty. This could be using social media groups, VIP offers or in-person events.

•

Appealing to the emotional needs and wants of your guests can give you a powerful edge to market your hospitality business - increasing direct website traffic, customer loyalty and most importantly, bookings.

If you want to know more about strategies and tactics to drive direct bookings, then register for our upcoming webinar on 22nd February at 11:00am -

The 6 secret steps for boosting your direct bookings and reducing your OTA commission.

Scan the QR Code below or visit

https://www.clock-work.co.uk/landingpage/hotel-branding-that-wins-guests

Luxury and lifestyle at a resonable rate

How on Earth do they manage it? That’s the question most people ask when they witness what’s on offer for the price at this new, affordable hotel and diner concept. We pay a visit to Mollie’s Bristol, the second Soho House-designed concept.

From the low price of £70.00 for a double room per night, guests at the Soho Housedesigned Mollie’s motel and dining concept really will enjoy everything from the stylish and comfortable interiors, a fun atmosphere, destination dining and personable service to luxury touches and innovative technology.

Mollie’s appeal is not limited to the niche visitor. It’s ideal for everyone from fun-seeking weekend travellers, family ‘staycationers’, student sleepovers, road trip stopovers, and business travellers to spontaneous mid-week getaways. Mollie’s Bristol features 123 Soho House designed rooms across three floors, with all-day food and cocktails served at the 195-cover Diner and heated terrace, as well as a communal workspace with free bottomless tea and Mollie’s own artisanal house coffee blend.

The second Mollie’s to open, based near Bristol, complements the first site in the portfolio in Buckland, Oxfordshire, a motel, diner and drive-thru featuring bedrooms also designed by Soho House and with style and comfort in mind. It boasts 79 Motel rooms and a 174 cover Diner with an open kitchen and a heated outdoor terrace. There is also a convenient Drive-Thru for visitors on the move.

The Motel

On arrival at the Bristol property guests find Mollie’s Lounge to be a vibrant and buzzing start to their stay. It’s the centrepiece of the property, encompassing the lobby, self-check-in, workspace, Mollie’s Store and a comfy living room, creating a home-away-from-home and a space to work, socialise or relax and enjoy a cocktail.

To elevate guests’ in-room experience, Mollie’s has partnered with a number of renowned British brands: bedrooms feature Conran furniture and lighting, oak lined walls, terrazzo tiles and chrome finishes. Indulgent cotton sheets and handcrafted Hypnos mattresses deliver a restful night’s sleep. Bathrooms are fitted with powerful rain showers, luxurious Cowshed products, fluffy towels and the latest Dyson and GHD hair appliances.

Guest-focussed Technology

The whole customer journey has been carefully thought through, with an effortless, digital-led experience that simplifies the entire guest journey and stay.

The Mollie’s app opens a raft of benefits for an enhanced guest experience. Guests can check in online or via the app and have their room key delivered to their phone wherever they are and when it’s convenient for them. Electric Vehicle charging bays can be pre-booked, free-of-charge, before arrival and there’s 24-hour online chat support with the friendly reception team, in multiple languages.

In-room, 50-inch Smart TVs come as standard. Guests’ phones automatically pair with the TV as a remote, casting their personal Netflix or Spotify account directly to the screen and syncing with the superfast complimentary Wi-Fi, for the ultimate and seamless relaxing at-home experience.

The Diner

Mollie’s Diner is a modern all-day hang-out serving up contemporary, seasonal cooking for solo travellers or families, friends and lovers. With interiors designed exclusively by Soho House, the setting hints at a classic diner style, but is reinvented with elegant vintage inspired lighting, sleek tiling, comfortable banquettes, warm wood and chrome fittings and lots of natural light.

Early-riser or late-nighter, Mollie’s all-day diner culture has guests covered. From build-yourown breakfast waffles and pancakes to downright decadent burgers and rotisserie chicken; from healthy salads and plant-based options to a wildly extensive dessert menu and bottomless cups of Mollie’s own artisanal house coffee blend. Mollie’s is a place for guests to gather and enjoy great food with quality ingredients at the right price in a fun and cool atmosphere.

The Location

Mollie’s Bristol property is situated at the gateway to the South-West, off the M5, which links the Midlands with South-West England. Close to Bath, Cardiff, Bristol Airport and minutes from Bristol Centre, making Mollie’s a great stop-over when visiting the city, enroute to the South-West, or for family and friends seeing students at the two universities nearby.

Rooms are available from £70.00 for a Double Room and can be booked via the Mollie’s website at mollies. com

Sustainability

Environmental concerns matter to Mollie’s. Sustainability is part of the Mollie’s proposition, from Electric Vehicle charging and cycle points to the recyclable takeaway packaging that guests are coming to recognise as an identifiable part of the Mollie’s brand.

For example, Mollie’s has committed to ensuring all plastic items are made from recycled, recyclable and compostable materials and has opted for refillable products in its motel bathrooms.

As Mollie’s concept develops and expands, sustainable thinking will remain at the heart of its proposition as the new and vibrant hospitality concept of affordable luxury implements measures that will manage its environmental impact and further reduce its carbon footprint in the years to come.

Affordable Rooms are available from £60.00 for a Double Room

Dining concept

All-day food and cocktails served at the 195-cover Diner and heated terrace

Stylish and comfortable interiors

Fun atmosphere

Mollie’s is a place for guests to gather and enjoy great food with quality ingredients at the right price in a fun and cool atmosphere

Personable service

The property encompasses the lobby, self-checkin, workspace, Mollie’s Store and a comfy living room, creating a home-away-from-home and a space to work, socialise or relax and enjoy a cocktail

Luxury touches

Bedrooms feature Conran furniture and lighting, oak lined walls, terrazzo tiles and chrome finishes. Indulgent cotton sheets and handcrafted Hypnos mattresses deliver a restful night’s sleep. Bathrooms are fitted with powerful rain showers, luxurious Cowshed products, fluffy towels and the latest Dyson and GHD hair appliances.

Guest-focussed

It is for fun-seeking weekend travellers, family ‘staycationers’, student sleepovers, road trip stopovers, business travellers and spontaneous midweek getaways.

Innovative technology

The whole customer journey has been carefully thought throughwith an effortless, digital-led experience that simplifies the entire guest journey and stay. For instance, electric Vehicle charging bays PIC EV CHARGING can be pre-booked, free-of-charge, before arrival and there’s 24-hour online chat support with the friendly reception team, in multiple languages.

Communal workspace

With free bottomless tea and Mollie’s own artisanal house coffee blend

Early-riser or late-nighter

Take the stress out of the guest’s stay with easy self-check-in. Mollie’s all-day diner culture has guests covered, including build-your-own breakfast waffles and pancakes

More About the Diner

Guests can choose to dine at classic counter seating, relax into leather banquettes inspired by the interior of a Cadillac, or eat al fresco at the comfortable heated outdoor terrace.

Mollie’s menu caters for all tastes and dietary requirements from gluten free and vegan friendly to the outright indulgent. The diner operates a completely nut-free kitchen.

The extensive and accommodating all-day menu has favourites for everyone, from diner classics to plant-based and healthy options, with a tasty salad section.

The menu also includes burgers and sandwiches with house made sauces, such as Mollie's Cheeseburger, Plant-Based Burgers and Chilli Cheese-Dogs. Breakfast staples include stacks of Pancakes or Waffles, Eggs Your Way, French Toast and Avocado & Poached Eggs on Sourdough.

Indulgent hand-spun shakes are available from traditional Vanilla to Salted Caramel or Oreo. Dessert is most definitely not an after-thought at Mollie’s. A deliciously OTT dessert menu offers a generous selection, including mouth-watering Coconut Cake, classic Lemon Meringue Pie and Mollies's Brownie. There is even a separate Ice Cream Sundae section, with flavours to tempt such as Banoffee and Warm Blondie.

There’s a cocktail menu with twists on the classics, including the Mollie’s Passionfruit Martini and Spicy Paloma. Mollie’s also has an extensive mocktail offering a curated wine list, local and craft beers and sodas, as well as a fun and experimental spirits menu.

Mollie’s Diner is family-oriented and its will delight adults and children of all ages alike, and again price is a great consideration. The carefully considered Kids Menu for example offers meals priced at an affordable £6.50 and include a drink.

Parents will be more than pleased with the availability of healthy dining options for themselves and their offspring, as well as the extensive and thoughtful baby changing facilities on beautifully clean terrazzo countertops

From the horse’s mouth

What can smaller independent B&B’s learn from Mollie’s in respect to design and customer experience? Darren Sweetland, Managing Director of Mollie’s Motel & Diner Bristol and Oxfordshire, reveals the secret to Mollie’s success.

Most hotels start small and independent – and Mollie’s was no exception. When we launched Mollie’s Oxfordshire, we had big ambitions, concise goals and a clear vision of how we wanted to develop our brand.

For me, the key was in providing a memorable experience through a seamless, amiable customer journey and a recognisable design aesthetic – Mollie’s is known for its distinctive retro-inspired décor.

We wanted to offer the best guest experience possible by using highly advanced technology to remove complexity, and ultimately provide an intuitive customer experience. Smaller independents may not want to invest in big tech, but there is something in putting the guest experience first and foremost when developing your operational strategy.

Another key element of Mollie’s was creating a safe and comfortable space that feels like a home away from home, so guests only take away treasured memories. This is an important thing to get right. We put a lot of work into designing a sociable, communal, multi-purpose area which almost has a coffeehouse vibe, a place to relax and unwind or grab a drink at the bar. All in all, we created a really agile space that meets the needs of all types of visitors.

Of course, there’s only so far you can go with décor and facilities. Key to any successful business – big or small – is a happy, engaged team and Mollie’s prides itself on its warm and friendly service, fantastic work benefits, in-depth training programmes and clear, open and transparent progression structures.

About Managing Director of Mollie’s Motel & Diner Bristol and Oxfordshire, Darren Sweetland

Mollie’s is led by Managing Director Darren Sweetland (former EMEA Finance Director of Soho House and Commercial Finance at Tesco PLC). At Soho House, Darren worked closely with Founder, Nick Jones and played an instrumental role in the brand’s commercial expansion across the UK, Europe and Asia.

Darren’s combination of commercial and financial experience both at Tesco PLC and the exclusive, global private members’ club, Soho House with its focus on innovation, creativity and community, gives him the perfect expertise to drive Mollie’s mission forward and make it a true disruptor between traditional value and luxe hotel categories.

Leeds Castle

Local businesses support major rural tourist attraction

The allure of a high-volume visitor attraction can be central to the potential success of a hospitality venue, whether a B&B, a hotel or a glamping site. One venue that combines all three forms of accommodation is 11thcentury Leeds Castle in Kent.

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LBNB Editor Bill Lumley paid a visit to explore the way in which attention to style and detail can be enhanced to attract the crowds and discovered techniques the adjoining hotel uses to help keep its occupancy high throughout the year.

SINCE 1900, an estimated 1,200 country houses have been demolished in England, while proportionately even more have been taken down in Scotland. By the 1955, more than one such property per week was being demolished, according to the Victoria & Albert Museum. One such estate that managed to escape demolition was Leeds Castle, located in the village of Leeds at the foot of the North Downs in Kent.

Upon the death in 1974 of the last owner, wealthy Anglo-American heiress Lady Olive Baillie, the castle was bequeathed to a charitable trust to preserve it and to enable it to be open to the public. On the estate, perfectly rising above the moat is Leeds Castle, which hosts visitors in a variety of sublime surroundings. These include the bed & breakfast Stable Courtyard and Maiden’s Tower, various holiday cottages, eight Knight’s Glamping tents, the Manor House and Battle Hall, complete with an adjacent oast. Inside the latter, the De Gournay morning room leads onto charming extensive gardens and floral borders, ideal for open-air drinks, high teas and croquet. Overlooking beautiful private gardens, this two double-bedroom apartment can be booked in conjunction with the main manor house or on its own. It is recommended by the hotel for extended family and friend staycations, anniversary stays and couple retreats.

Collaboration with local business

Located in a rural region of Kent, some six miles southeast of Maidstone, Leeds Castle has won a reputation for supporting many local businesses and suppliers. The castle’s marketing spokesperson Nicole Moor says, “Ever since the Leeds Castle Charitable Foundation was formed in 1974, we are fortunate to have worked with a wonderful selection of local suppliers and businesses, who are able to add to the already exceptional experiences created for our guests at Leeds Castle.” For example, as part of their visit guests may enjoy the castle estate out of hours, enjoy access to the grounds and parkland and, crucially for many families, access to children’s play areas.

As well as hosting accommodation for guests visiting the castle, Leeds Castle accommodates anniversaries, weddings,

corporate meetings, conferences and events. Nicole says, “We have a breadth of amazing attractions including various children’s play areas, a magnificent Birds of Prey Centre, a challenging maze complete with an underground Grotto, the cinematic Queens with Means experience, and of course the glamorous 1930s Castle.”

Local suppliers

She adds, “There’s also a great selection of accommodation and delicious food and beverage outlets, including The Castle View Restaurant, which boasts stunning views of the Castle and serves locally sourced produce.”

Whenever relevant, she says, they recommend local businesses to their guests depending on their needs and interests during their visit. On occasions when guests are looking to use Leeds Castle as a base to explore Kent’s wider offering, the estate offers recommendations from local partners, past guest reviews, as well as the municipal department of tourism, Visit Kent.

Weddings and events

The grounds of the estate also comprise Leeds Castle Hotel, which benefits from a variety of committed local services such as taxis for visitors who arrive by train to the nearby town of Maidstone, to local florists, who are able to provide decorative floral arrangements for events such as wedding and anniversaries. Nicole says, “We have relationships with local taxi services that serve our guests exceptionally well. We also work with local florists, who help to enhance guests' experiences at Leeds Castle, namely at weddings, whether it's creating floral displays and designs both inside the castle or in one of our other wedding venues on site.”

In addition to its in-house catering team, Leeds Castle works with local catering services to support guests’ events such as weddings, while in the estate’s Battel Hall accommodation, guests are able to add a private chef experience to their visit. Battel Hall itself accommodates up to a total 14 guests in five ensuite bedrooms, with a number of reception rooms and a private kitchen. It also features a private dining

room, private outdoor space with a peaceful and beautiful garden, and five double, ensuite guest rooms, Nicole explains. “It is a really magnificent property enriched with character and charm, linking to historic interiors with a 21st century design and amenities. We worked with a local interior designer to create these amazing interiors, which also threads across our other accommodation options. Our Bed & Breakfast Stable Courtyard interiors take inspiration from the countryside and the adjacent Culpeper Garden, complemented with contemporary style,” she says. For instance, the Maiden’s Tower features eyecatching, period styling and the Culpeper Garden is named after the Sir Thomas Culpeper who bought the castle from Lady Elizabeth Thornhill in 1632.

Themed evenings

Leeds Castle, which stands as part of the castle’s own grounds across the moat, is a popular retreat for groups attending luxury dine-and-stay packages in the castle itself. Among several events coming up includes their themed Live & Let evening: a James Bond-themed murder mystery in the castle where guests can come and experience exceptional hospitality, entertainment and a night in one of the castle’s luxury rooms. Unsurprisingly, the castle attracts guests from all over the world. When Luxury BnB Magazine visited in early January, for example, there was a noticeably high number of North American visitors as well as British, Asian and European.

Business has picked up since the pandemic.

“We are starting to see groups from all over the world re-visiting Leeds Castle again, as well as from other locations across the UK,” says Nicole. “This is great to see, following the impacts of the COVID-19 pandemic. We offer a great groups program full of unique experiences and attractions to visit whether in peak or low season.”

She continues, “During the pandemic, travel had slowed down, and as the lockdowns lifted we saw lots of domestic visitors using our 500 acres of beautiful seasonal parkland. Fast forward to 2023, and it’s great to see larger groups come back. More recently we’ve met visitors from Northern America, China and many Europeans, it’s fantastic to welcome them into our glamorous castle and estate.”

FILM LOCATION

In keeping with the attraction of the castle for famous film stars, since passing into the hands of the charitable trust in the 1970s the castle has been the site of a number blockbuster films and TV productions including The Hollow Crown: The Wars of the Roses, starring Benedict, Judy Dench and Jeremy Irons (2016), ITV two-part drama Henry VIII (2003), Elizabeth starring Cate Blanchett, Joseph Fiennes and Richard Attenborough (1998) and Lady Jane (1987) starring Helena Bonham Carter and Patrick Stewart).

HIGH-END ENTERTAINMENT

In the 1920s Anglo-American heiress Lady Olive Baillie acquired the large, moated property, which is mentioned in the Doomsday Book, and which had since been home for the same family for hundreds of years.

It is the 20th century history of the place, however, that makes up much of the story told today. Lady Baillie renovated the property over the years, for example converting the gatehouse stables into a squash court and installing a swimming pool on one of the gardens. She used the elegant castle as her weekend retreat, where she would entertain royalty, politicians, movie stars and playwrights, including John F Kennedy, Edward and Wallis Simpson, Winston Churchill, David Niven and Noel Coward, who would enjoy croquet fishing, tennis or private cinema screenings at the property.

On 18 September 1928, The DailyMail reported, “The perfect place in which to spend a weekend is undoubtedly Leeds Castle.” This timeless quote is featured in the brochure guests read upon visiting the castle itself.

Marketing strategy

Given the wide variety of guests that the castle attracts, Leeds Castle runs mixed marketing and advertising campaigns to cater to the many different experiences available there. “Our marketing plans depend on what our audiences like to experience, so we tailor print and digital advertisements and out of home,” she says. “We have grown a great community across our social channels and love to see their own Leeds Castle experiences when they tag and share their posts with us. Since there is so much to experience at Leeds Castle, and many opportunities to experience something new every visit, we love to share different stories from within the estate so guests can learn more about our wide offering and, that if they purchase a visitor’s admission ticket for the day, they can visit time and time again free for a year.”

Seasonal and international visitors

Channeling the varying peaks and troughs of domestic and international visitor numbers is a challenge for any such establishment, but forecasting methods using historical data help to smooth such challenges as staffing numbers for the rooms, for the bar and for the Castle View

restaurant. Nicole says, “Having been operating as a charitable foundation open to the public for nearly 50 years, we have a great understanding of our visitor traffic. We also consider the weather and seasonal changes when it comes to planning our staffing.”

The busiest times of the year are the school holidays, she says, both in terms of visitor numbers and of course staffing.

“The Leeds Castle team are fantastic brand ambassadors, always making every guest feel welcomed and part of the family. No matter if it’s a quieter day in January

compared to the busier summer season during the school holidays, they always take the time to get to know our visitors and help create those amazing experiences that Leeds Castle is known for.”

Events to draw visitors

Leeds Castle runs seasonal events throughout the year, a good number of which carefully tie into the school holidays (see BOX). This is one aspect of online advertising that helps draw the crowds, with each event featured on Leeds Castle’s own website. In addition to fun-filled event targeted to families, the also offer events that in the quieter months, such as their Design Month in September. “Each year our amazing events team craft an exceptional program of events tailored to our audiences interests,” says Nicole. “There are lots of different experiences for guests to enjoy. This may be a family day attending The Queen’s Joust in May, or events more focused on Lady Olive Baillie and her love of design at the September Design Month, as guests learn all about the castle’s interiors, collection, and architecture.”

Post-lockdown experience

After enjoying a Friday evening dinner at the Castle View Restaurant overlooking the floodlit castle itself followed by a night’s bed and breakfast in the

converted Stable Courtyard and with free admission as a guest at the hotel, on a grey and overcast Saturday morning in early January we approached the moat bridge leading into the castle just as it opened for the day. Already ahead of us were dozens of visitors making their way into the stunning, historical property.

The tragedy of the lockdown that hammered hospitality is truly behind us.

UPCOMING EVENTS TO LURE THE CROWDS

Leeds Castle has a series of thrilling events already planned for 2023. These include:

• Easter at Leeds Castle – 1st to 16th April 2023

• The Queen’s Joust – 27th to 19th May 2023

• The Leeds Castle Concert – 8th July 2023

• Leeds Castle’s Design Month – September 2023

• Sculptures at Leeds Castle – September 2023

• Halloween at Leeds Castle – 21st to 29th October 2023

• Leeds Castle’s Fireworks Spectacular – 4th to 5th November 2023

• Christmas at Leeds Castle – November 2023 to January 2024

• Christmas Lights at Leeds Castle – November 2023 to January 2024

How to elevate your drinks offerings for 2023

By Guy Cooper, Managing Director at

Looking for fresh ways to enhance your customer’s experience this year? Here Guy Cooper, Managing Director at Mitchell & Cooper, shares his top tips for elevating your business’ drinks menu.

If you’re looking for fresh new ideas for revitalising your hospitality business for 2023, a great way to do so is by re-evaluating your current drinks offerings. Whether you run a boutique hotel or a holiday let, the food and drink on offer in your establishment can have an impact on your guest’s overall experience. By finding ways to make your drink selection in line with what consumers are looking for in 2023, you can both help your customer’s get the most out of their visit and keep your business in line with current trends.

But with so many different drinks options on the market, how can you find the right ones for your establishment? Here, we’ll cover some of the best ways you can improve your beverage offerings and create a drinks menu with the 2023 consumer in mind.

Enhancing your mocktail menu

While your mind may go straight to your alcoholic offerings when finding ways to elevate your drinks selection, one of the best ways to improve your menu in 2023 is by providing a variety of non-alcoholic alternatives. Pinterest Predicts 2023 has discovered that searches for “fancy non-alcoholic drink” are up by 220% on the platform, plus Mintel’s Alcoholic Drinks Review found that 27% of Brits drunk more low- and non-alcoholic drinks in 2022 than they did over the previous years. And with the current cost of living crisis, alcohol-free drinks provide lower cost options to help guests looking to find ways to save money here and there.

So rather than just offering a few fizzy soft drinks as non-alcoholic options, take the time to enhance your offerings to give sober guests more choice. If you have a bar area in your establishment, you can design a separate mocktail menu for guests to make it easier to pick out the alcohol-free drinks. As well as making virgin varieties of the classics, such as mojitos, martinis, and piña coladas, craft some completely new and unique mocktails to set the menu apart. You can also stock a selection of non-alcoholic wines and beers for those looking for something a little

less sweet. And if you don’t have a food and drink area in your hospitality business, you can still help guests enjoy an alcohol-free stay by stocking up the mini bar with mocktails in a can, as well as low or no-alcohol wine and beers, or even providing a fresh mocktail room service. Those who own holiday lets can even help customers craft their own mocktails by investing in cocktail equipment! Leave a couple of tasty mocktail recipes next to the cocktail making essentials and stock the fridge and cupboard with the mini alcohol-free spirits, mixers, and add-ons required for the number of guests staying and let them help themselves. Not only is this a unique way to enhance your drinks offering, but it provides guests with a great activity to enjoy during their stay.

Taking different diets into account

Any business owner understands the importance of catering to as many of their guests as possible. However, while many establishments offer extensive food options for a variety of different dietary restrictions, a lot are still lacking when it comes to drinks offerings. This is in part because some businesses simply aren’t aware of how diets impact our drinks choices. Here are a few of the different diets you may want to cater for, and how to do so:

• Veganism: Pretty much all alcoholic spirits are vegan friendly, however some cocktail additions (such as honey, egg whites, creamy liquors, and whipped cream) aren’t, so you should provide alternative options. You should also check that you stock vegan-friendly ciders and wines, as these can contain isinglass, a gelatine derived from fish.

Whether you’re planning on installing a spa, swimming pool, sauna, steam room or hot tub, or upgrading existing facilities, now is the time to start researching so it’s up and running in time for spring.

Prioritising sustainability

Over the past few years, consumers have increasingly been looking for ways to make more sustainable choices with their wallets. And this goes not just for money spent on products, but on experiences too. Booking.com’s 2022 Sustainable Travel Report found that 71% of travellers want to make more effort to travel more sustainably in 2023, while 38% of respondents reported actively look for information about the sustainability efforts of a hospitality business before making their booking. Plus, by finding ways to make your drinks offering more sustainable not only may you attract new eco-conscious customers, but you can reduce your own negative environmental impact too.

The good news is that there are plenty of small ways to be more eco-friendly while still elevating your drinks menu. One way to do this is by creating seasonal menus using local produce to reduce the distance your ingredients have to travel. Even in the winter months there are tasty fruits in season that are ideal for including in your cocktails, such as apples and rhubarb. You can also find ways to make the most of every ingredient to reduce food waste. For example, the peel leftover from limes and lemons which have been juiced can be used to infuse spirits, make syrups, and even as garnish for your drinks. And of course, guests enjoying pre-mixed tinned cocktails or beers from the mini bar in the comfort of their rooms should be provided with recycling bins to help them do their bit.

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• Gluten-free: There are plenty of drinks which are gluten-free in their natural form, such as cider, wine, and spirits. However, some manufacturers use ingredients containing gluten to enhance the flavours, so make sure to check this for guests with coeliac disease. You may also want to have gluten-free beer in stock for gluten-intolerant guests who don’t have a sweet tooth.

By using the tips above to update your drinks offerings and cater to more customers than ever, you can enhance the experience of your guests even further. For more advice and inspiration for giving your guests the best customer experience in 2023, make sure to check out the other articles at Luxury BnB Magazine.

advice and help you choose the perfect equipment to suit your requirements. Please call in at the SPATEX Help Desk at the entrance to the exhibition hall and the team will point you in the right direction.

• Diabetic: It’s a good idea to have some drinks low in sugar on the menu for diabetic guests, as well as those who are simply looking to cut down on their sugar intake this year. Martinis and vodka sodas are great low sugar options, and mojitos can be easily adapted by simply cutting out the sugar.

SPATEX’s focus is on sustainability and reducing energy consumption and bills and this topic features in the free-to-attend double seminar programme that is running on all three days of the show. Other topics include up-to-the-minute health and safety guidance and the maintenance of publicly used hot tubs.

• Halal: A halal diet prohibits the consumption of alcohol, so it’s important to provide these customers with plenty of soft drinks, as well as a generous mocktail selection.

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Experts from industry associations, such as BISHTA (British & Irish Spa & Hot Tub Association) and SPATA (Swimming Pool & Allied Trades Association), will be on hand to give free impartial

Register here for FREEspatex.co.uk/

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