B&Bs and other serviced accommodation – customer expectations and best practice

Online information

A strong online profile and presence through your website, social media channels and booking platforms is fundamental. Consistent information and high-quality content means that guests should know exactly what to expect.

For example:

• accessibility (include floor plans and/or an accessibility guide)
• parking availability
• wifi and TV availability
• breakfast arrangements

Clarity on whether you offer continental or cooked breakfast and whether you provide evening meal is crucial. If you do not provide any breakfast or dining, your website should be clear as to what options are located nearby.

It is also important to include information on local attractions, eateries, and public transport. Make it as easy as possible for guests to see how much there is to see and do in the area, potentially leading to longer stays.

Remember your website and social media are windows into your property. Use high quality images of all aspects of the property, including your breakfast offering.

For more advice on websites, social media and the use of imagery take a look at our guidance on how to promote your business.

Provide a seamless booking experience

Give guests confidence in your business with a clear and transparent booking process regardless of whether they might be booking direct or through an online travel agent.

What to have on your website

• Terms and conditions visible prior to the booking being made, with clear guidance around cancellations, irrespective of how the booking was made.
• List of specific add-ons and payment methods, eg room only, advance purchase, or flexible payment.
• Up-to-date availability calendar allowing for simple phone and online bookings.
• Secure online booking system that takes bookings without your personal interaction (unless requested) 24/7, allowing transactions from anywhere in the world.

After a booking is made

• Set up automated confirmations of bookings with all relevant details including dates, prices, check in / out times and terms and conditions.
• Provide receipts for every payment made and send appropriate reminders if a full balance payment is required (eg a week before the payment is taken).

Further guidance

For information on online booking systems and more, check out our page on making your accommodation online bookable.

Décor and furnishings

Style and taste are of course subjective, however investing in high quality items will likely mean they hold their condition longer.

Examples of best practice

• Even at full occupancy, well thought out and coordinated accommodation should provide a sense of spaciousness and relaxation.
• All rooms should be well designed and decorated to a professional finish.
• Furniture, fixtures and floorings should be durable, but with thought given to comfort and ease of cleaning.
• In high-traffic areas, consider a more robust commercial quality of carpeting or flooring.
• An easily washable flooring should be used in bathroom areas, such as wood, laminate or vinyl.
• Fit splashbacks to protect décor and for ease of cleaning in bathroom areas.

Top tip: Overseas guests love local history, so tell yours with original artwork or photography showing the story of your property, or local area.

Lighting, heating and ventilation

You want all your guests to feel comfortable. This isn’t easy as we all have different ideas about what we require to relax, however paying attention to controllability and variation is key to creating a comfortable environment for your guests.

Examples of best practice

• Aim to offer guests the ability to control and vary the lighting, heating and ventilation in their rooms.
• Maintain a consistent and comfortable ambient temperature, with an instant and controllable source in public areas. This is particularly important in function areas where the number of guests can fluctuate and impact on the temperature.
• Protect rooms against weather, noise, and light with substantial curtains or blinds.
• Use shades and diffusers to filter direct sunlight and heat impact where required, eg if breakfast is served in a conservatory area.
• Focus easily accessible lighting options around tasks and activities:
  • bedside lamps for reading
  • task lighting for desks and dressing tables
  • integrated lighting for wardrobes
  • overhead dimmers for ceiling lights
  • bright bathroom mirror lighting, with integrated de-misting function
• Ensure windows are easy to operate, with vents for airflow. For some rural areas, provide midge screens for windows.
• Install quiet and well-concealed ventilation and air conditioning units. If air conditioning is not installed, provide cooling fans for those hot summer months.
• In bathrooms, install effective no-noise extractor fans which can be isolated so that lighting can work independently. They could operate via a timer function or sensor control such as humidity detector function.
• Underfloor heating and heated ladder towel rails in bathrooms will enhance comfort.

For further information on being energy efficient and more, check out are guidance on how to make green improvements to your business.

Cleanliness and housekeeping

Cleanliness is crucial – it’s often the first thing a guest would notice if it’s not right. Focus on the highest standards possible in every area of your accommodation to avoid any negative feedback.

Areas that need focus should include

• light fittings and skirting boards
• under furniture and beds
• corners and edges of rooms
• cupboards and drawers
• behind/under cushions and down the sides of chairs.
• sanitaryware
• extractor fans 
• breakfast/dining areas

Remember to do a final check for stray hairs on all bathroom sanitaryware and fitments, and on bed linen before leaving the room.

Hospitality tray

• Ensure kettle is left empty and cleaned inside and out.
• All items replenished/replaced for maximum room occupancy.
• All perishable items’ dates checked for near or past expiry.

If you employ housekeeping staff

• Provide regular training and detailed expectations for all housekeeping staff to work to the same high standards.
• Ensure well organised processes for cleaning and restocking of bedrooms and bathrooms between departures and check-ins, with the flexibility to manage early or late check-ins or larger group check-ins.
• Owner/manager to carry out regular checks on standards (double checking laundry and towels from external laundries) and have additional deep cleaning undertaken on a weekly or monthly basis.

For further ideas on introducing standards around areas such as cleanliness, take a look at our page on setting product standards.

Exterior and grounds

How your property is presented on the outside can give an indication of the quality and standards your guests can expect to find on the inside.

Examples of best practice

• Driveways and access roads should be in excellent condition with clear signposting.
• Parking areas should be signposted, with clearly marked bays with sufficient turning space.
• Availability of parking is appropriate for maximum capacity.
• If access roads, drives, and parking areas are not in good condition, let your guests know in advance that they will need to drive accordingly.
• Position lighting to provide a safe and secure entry for guests during night-time access and when unloading luggage.
• Consider installing extra measures for the security of guests’ cars (eg motion activated lighting, CCTV, and coded access gates).
• Schedule regular maintenance for the exterior of your property, including any grounds or gardens.
• Display external decorative features eg flower tubs, creative lighting and outdoor furniture, matching the style, and quality of the property.
• Keep refuse and recycling storage areas hidden or screened.

Bedrooms

The sleeping experience can often make or break a stay. You’ll want to offer the best beds and bedding possible, but don’t forget to pay equal attention to other practical details such as the availability and positioning of plug points.

Beds and bedding best practice

• Whether divan base or bed frame, invest in sturdy construction with upholstered or solid wood headboards to coordinate with the base. It's good to opt for larger than standard size.
• Mattresses should be of an exceptional quality, support, and construction (eg pocket sprung of over 1,000 springs or memory foam). Consider additional toppers of foam or feather to enhance the sleeping experience. This can be especially useful for zip and link beds to prevent a gap forming in the middle.
• Provide exceptional quality duvet and pillows (if feather is provided then offer an alternative non-allergenic option). Pillows should offer the best support and include a choice of soft and firm for each guest. Duvets should be seasonal and offer variable togs or layers of options. Use larger duvets (eg a double on a single bed) for added luxury.
• Use mattress and pillow protectors for hygiene.
• Invest in 100% cotton linen bed sets with high thread count (Oxford bed sets ideally) with a coordinated approach to bed presentation. Quality control must be in place to ensure high standard of any contract linen.

Bedroom storage and facilities best practice

• Taking into consideration average length of stay, have a range of storage and hanging options with clothes hangers of the highest quality, suitable for a variety of wardrobe items.
• Provide a mirror with a plug point available nearby.
• Include comfortable seating for maximum occupancy of the room, positioned for maximum comfort (eg viewing the television).
• The hospitality tray offers the opportunity for a wow factor, from home baking to pod coffee machines.
• Consider the quality of technology provision such as a strong wifi connection, large smart televisions and Bluetooth speakers.
• The range of bedroom accessories should enhance your guests' experience, with your target market in mind (eg hair dryer and hair straighteners, in-room ironing facilities, etc).
• Present in-room information in an easy-to-understand way, including wifi password and breakfast times, as well as information such as the history of the property and suggestions on where to eat.
• Consider the provision and positioning of plug points, making them easily accessible by bedsides, dressing tables, and desks. Lamps with integrated USB ports are especially helpful for international guests, instead of adaptors.

Bathrooms

Bathrooms may vary in size and range of facilities, however clever use of space can make the best of smaller rooms, in terms of both design and function. Whatever your set-up, a bright, well-lit bathroom adds to the perception of cleanliness and hygiene.

Examples of best practice

• An ensuite is generally expected, so if not provided for all rooms make sure bathroom arrangements are clearly advertised upfront and during booking.
• Invest in a full range of luxury, design-led sanitaryware and fittings (eg mirrors, lights, radiators, and towel rails). Through regular cleaning and maintenance, you can keep these in excellent condition - pay particular attention to ensuring that grouting is fresh and stain free.
• Ensure hot water is always available.
• Any towels, robes, or accessories you provide should be of the highest quality possible. Quality control must be in place to ensure high standard of any contract towelling range.
• The towelling range should be soft, thick, heavyweight and always look and feel like they're in excellent condition. Ideally use high-quality materials, such as Egyptian cotton, silk-cotton blends, or bamboo.
• Offer a full range of toiletries - demonstrating sustainable business practices by using refillable vessels for soap, shampoo, etc. and local or Scottish toiletries (which can also add to the experience for international guests).

Public areas

All public areas of the property should reflect the quality standards and comfort levels aspired to within the bedrooms with an overall high standard of finish and coordination for maximum comfort and presentation.

Reception

The reception should be an easy-to-use area for guests to process check-in and check-out. Make sure you have sufficient flat surface space to complete any paperwork and easy access to a card machine.

Dining areas

In the dining room set each table with an exceptional standard of crockery (eg porcelain, bone china, custom pottery, 18/10 stainless steel cutlery, crystal or high quality glassware).

Provide ample space to seat guests comfortably with a certain degree of privacy, either in a single, or staggered sittings.

Don't forget to add high-quality accessories, such as salt and pepper mills, thick linen or cotton napkins, and decorative features, such as fresh flowers or other seasonal touches.

Lounges

Ensure lounges are warm, welcoming spaces. This can include a fireplace or wood stove, luxurious settees and armchairs, and ambient lighting.

Public toilets

If provided, ensure the same quality of fittings in public toilets with excellent toiletries and hand drying facilities that are suitable for high volume areas.

Other areas to consider

Depending on your market, provide a suitable secure area for guests to leave outdoor clothing and equipment to dry overnight, eg walkers, cyclists, golfers, anglers, etc.