Cultured Views

Part 3: So you want to run a hotel/B&B - what you advertise/what the guests want/expect.

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OK. So now we get down to the nitty gritty. You’ve bought your hotel/B&B; you’ve spent your savings on ‘doing-up’ to your taste what you have walked into; you’ve done your homework and marketing; you’ve got your bookings; you have worked through the night and day, (and your budget), to create a ‘room/chambre/zimmer/habitaccion’ that you just know your guests will like…and now they arrive.

Have a huge smile ready; be glad to see them…don’t just hand them their room keys: escort them to their room; ask them would they like breakfast the next morning ( if each guest takes breakfast it really ups your income); tell them where they can find you if they need you for anything. Do not forget to attend when they need you.

Leave them to it and do not hover. As a frequent guest of hotels/B&B’s myself I just cannot stand being watched over by the proprietor each time I come and go. However you may find that a few guests like this sort of constant surveillance and may even complain if you do not provide it. Do what works best for your place in the end. But we prefer to give our guests their privacy.

Your French guests: The French are really not that fussy; as long as all is clean and tidy and you can speak some French to them they will be happy. Pay attention to courtesy as well as they are generally very polite people. Their children are the best behaved I have ever seen. The French always order breakfast.

Your Spanish guests: Be careful. If you are near the southeast border of France/Spain learn the difference between Catalan and Spanish as they are two very different cultures. Example: people from Valencia to the north  are Catalan, from the south of Valencia down they are Spanish. Assume they are the same at your peril. Room-wise they all tend to be fussy, but many of them won’t tell you if there is a problem at the time. You will usually find out after they leave, go home, and receive the email that says ‘ review your accommodation‘. That’s when you will find out if they liked your place or not.
They also tend to have an unusual body thermostat. When the weather is well into spring the Spanish/Catalan guests will still use the room heating, put it on to full blast and also sleep with up to three blankets on their bed. They seem to feel the cold so make sure you have extra blankets for them. On the whole they are fantastic people; friendly and polite.  And their kids are generally well behaved. They do like squeezing as many into one room as possible though in order to save money. Just like the French - but unlike the French - the Spanish/Catalan guests almost never order breakfast.

Your American guests: Friendly, courteous and usually adventurous with regards to trying the local cuisine (if you offer meals). Cleanliness is very important to the Americans so make sure their room is spotless before they arrive. It should be anyway should it not…?

Your English guests: (I could devote several pages to this category).  Things to remember… you are responsible for the weather first and foremost, if it is windy/raining it is your fault; only serve English food and none of that foreign muck (yes, I know we are in France but…), British TV must be available (they didn’t come to France to see the news in French!); their kids can jump up and down on the beds and furniture at home so why not in your hotel as well? no matter what nice meals you offer them their kids will only ever want chips; ensure the front of your property is ablaze with flowers even in the freezing winter months or they will complain it is barren; sense of humour, patience and…whatever else gets you through their stay. Remember…smile…and that they do leave eventually.

These groups make up our general clientele, we see people from all over Europe and much of the world and such a varied client base really enhances your business and makes the job far more enjoyable. Of course, I’ve have written this 3 part series with tongue firmly in cheek - but there is a basic element of truth right throughout. 

Since being in this business watching an episode of  Fawlty Towers takes on a whole new meaning and I often sympathise with poor ol’ Basil. He really sums up the life a hotel owner…”Who cares about the guests, I’ve got a hotel to run!!”

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