Categories
January 2021 Karen's Column

The Art of Apology

The Art of Apology with the Founder of The B and B Academy

Karen’s Column, Jan 2021, written by the Founder of the B and B Academy

In over 16 years of running a B&B I’ve done an awful lot of apologising to my guests. Looking back, it’s usually been dog, plumbing or smoke alarm related. My old dog, Murphy, loved people a little too much…

There was the time when I opened the door to arriving guests; an elderly man and his wife, who, within seconds of me opening the front door, was standing on our doorstep dressed in just her pants and shoes from the waist down.

With Murphy at her feet, trying to untangle himself from her elasticated skirt, which he’d pulled down in his enthusiasm.

And then the night when the smoke alarms were triggered in error at 2.30am and my husband had to climb a ladder to reset them, with the female guest still under the covers peering upwards. My husband, wearing just his dressing gown.

“Please tell me you put some boxer shorts on” I said, when he returned to our bedroom….silence.

I have one set of repeat guests, for whom something always goes wrong. Last time it was the toilet cistern that wouldn’t stop filling. I spent the 2 hours they were out at dinner in their bathroom, watching “How to fix a toilet” youtube videos on the ipad.

I eventually solved it with a carefully placed rock from the garden.

One thing I’ve learned from this is the importance of a well timed apology, appropriate compensation and a plumber on speed dial.

Read Karen’s full blog post online at www.bandbacademy.co.uk/blog

This article was first published in Issue 45 of the Digital Luxury BnB Magazine in January 2021:

PLEASE SHARE THIS:

Latest Issue of Luxury BnB Magazine

For owners & managers of B&bs, Inns, Guest Houses, Boutique Hotels & Holiday Lets.

Featuring in the April issue of the magazine...

  • News: Industry News and Analysis
  • Karen’s Column: Viewings and Dogs
  • Q&A with Tina the Tiny Troubleshooter
  • Port Lympne Safari
  • Four in a Bed winners: Gables Pod Camping
  • Interview with Executive Producer of Channel 4’s popular TV series, Four in a Bed
  • Creating the Perfect Sleeping Environment
  • Yvonne Halling: Emotional Connections
  • Intro to Hospitality Photography
  • Monkstadt 1745
  • LBNB 2021 Awards: WINNERS announced
  • Chapter 2B of LBNB EBook: Getting Started in Holiday Rentals
Buy Now DIGITAL ISSUE See Features

January 2021

Park Farm Barn

We spoke to the owner of Park Farm Barns to talk families, lockdown projects and goats!
Read all about unique selling point, renovations and hosting families in your property.