Tuesday, May 4th, 2010
In today’s world, there is an emphasis on reviews. Many people do or don’t buy or try a product or service based on someone’s personal opinion about that product or service. In my world, the world of travel, hospitality, and tourism, there are many sites out there for people to leave anonymous reviews of me and my B&B. Trip Advisor, Yelp, BedandBreakfast.com, just to name a few. Not to mention someone’s personal blog or website.
Someone has a bad experience or just a bad day and they can ruin a business’s reputation. Or at least make it difficult to overcome. I have received my share of good AND bad reviews. After the initial upset caused, I have been able to take a step back and really look at what the reviewer is saying. In some cases, their issues were totally valid and I have sought to remedy problems. Things like an a/c unit that is not working properly or someone not wanting to share table space with other guests or not liking something I cook are easy enough to fix. Personality conflicts and not liking my style of running the Inn are not so easy to change, but I try my best. As a result, I have definitely seen a change over the past several years in the number of unhappy guests versus happy guests. It’s not that I received a large number of bad reviews, but when you receive one or two a year, it leaves an impression. The ultimate goal as an innkeeper is to offer a welcoming house for guests and to enhance their lodging experience with a genuinely pleasant and accommodating attitude.
I think I have come a long way from the first 2 years of B&B ownership and a background in Human Resources where policies are policies and you don’t break them and where everything has its place and any deviation caused stress. Taking the review comments from unhappy guests and comments from the happy ones too, I feel so much better now that I listen more and don’t get so worried about the small stuff. If a guest breaks something, I don’t break out into hives anymore; it’s no big deal. It can be replaced. I have gotten rid of some of the fees that I used to charge for things like early check-ins and large group cleaning gratuities. Let the airlines and hotel chains nickel and dime their customers with lots of extra fees.
Many of the changes I have made over the years have come as a result of positive feedback rather than negative feedback. When someone criticizes your way of doing things, it’s easy to ignore their comments or become so defensive that you can’t hear what is being said. But when you have a conversation with a happy guest and they ask if you can change something about your Inn, their room, their breakfast or its operation, it is so much easier to take their words to heart, because you know they are coming from a place of caring about you and your business and because they plan to come back!
My suggestion to anyone getting ready to rip into a business via an anonymous review would be to try speaking to the owner, innkeeper, or manager first. You may find that a few kind words go further than a scathing post on everything you hated about your experience or the product. If that doesn’t work (sometimes a request is out of the control of even the person in charge), then a post with objective information and suggestions for improvement will still probably go further than nothing but negative comments. Even humor goes a long way.
I wanted to share a couple of cards from guests I received recently. How many people sit down and spend a few minutes writing a card to another person, a business? And to receive two cards, one in March & one in April, was so touching that I felt the need to share with my readers and guests how much I appreciate them once they leave the Inn. This is the reason why people looking for a personal experience should consider staying at a B&B versus a hotel. We WANT to establish relationships with our guests.
The first card was sent just before Easter from guests who have been to the Inn 4-5 times over the past couple of years. I had not seen them since the fall so to receive an Easter card was thrilling. The guests wrote: “Thanks so much for remembering us with a gift certificate! That was so thoughtful of you and sweet! Spring has finally come to Indiana; February was our cold, snowy month. We just love you and Blake House and are looking forward to coming down to Asheville again in 2010.”
The second card was sent mid-April from a guest who had stayed here a couple of years ago and had come back to visit family in the area. She wrote, “Dear Leslie, Thanks for launching me into Spring 2010 in royal style. Loved my stay at your beautiful inn. I’ve tormented many with tales of your fabulous breakfasts. (The only attempt I’ve made at imitating was the baked grapefruit.) A success! Best regards. P.S. I’ll be back!”
As an innkeeper, I meet a lot of people; some are just passing through Asheville for one night and some stay for several days. My hope is that everyone enjoys their stay, no matter the amount of time. But if you don’t, you can talk to me and I will listen. If you do, I thank you most ardently for any kind words you say or write, whether you choose to share them with others via online review sites, or if you only share them with me in a sweet card or email.
I love Asheville! I love this Inn! And I love everyone who shares part of their life with me and this old house.
Wednesday, April 28th, 2010
Did you know that Biltmore offers more than just the largest private home in the country and its own winery? I did, but I didn’t know it offers as much as it does. With your General Admission ticket you get to explore the house and gardens, the new Antler Hill Village, restaurants, shops, and acres and acres of walking and biking trails. In addition, you can take guided tours, specialty wine experiences, and lots of outdoor activities. These additional experiences cost more, but if you planned on doing some of the activities while in Asheville, why not enjoy them on the Estate? Here’s a list of all the neat stuff you can opt to do to enhance your experience:
- Audio Guide to the Biltmore House: $10 – I advise my guests that if they have never been to Biltmore, this self-guided audio tour is worth the price as they will receive so much more information about the house, family and history than what they get from the brochure alone.
- Behind-the-Scenes Tour: $17
- Family & Friends Tour: $17
- Rooftop Tour: $17
- Guided House Tour: $17
- Legacy of the Land: $19
- Antler Hill Farm Guided Tour: $10
- Red Wine & Chocolate Specialty Wine Experience: contact Guest Services for pricing information
- Signature Tasting Specialty Wine Experience: contact Guest Services for pricing information
- Bike Rentals: $10/1 hour; $30/4 hours – daily trail passes are $5 without bike rentals
- Carriage Rides: $35
- Fly-fishing School: $125/2-hour lesson; equipment and materials provided
- Guided Segway Tours: $75
- Guided Horseback Trail Rides: $70/adults; $60/children (8-17)
- Land Rover Experience Driving School: starting at $250 per vehicle for 1-6 hour adventures
- Land Rover Ride-Along Expedition: $25
- Kids’ Land Rover Adventure Course: $55 (ages 4-10)
- River Float Trips: $35/guided raft trips; $25/self-guided kayak trips
- Sporting Clays School: $175
For any of the experiences listed above, you will need to contact Guest Services in order to make reservations and to check for pricing as it may change from time to time: 800.543.2961. Not all Experiences are available year-round, so a quick call or a visit to the website can provide the dates for whatever you want to enjoy.
Wednesday, April 21st, 2010
Asheville is definitely a dog-friendly city and there are a plethora of activities in WNC where a person can take their pooch. I certainly have not experienced them all, but wanted to share my 5 favorites.
- Gray Line Historic Trolley Tours - there are a couple of trolley tours and one comedy tour in Asheville. I am familiar with the Gray Line tours (red trolleys) and I know they allow well-behaved dogs, no matter what size. The trolleys are roomy and the aisles have plenty of space for your dog to sit. My suggestion is to sit as far back in the trolley as possible so nobody trips over your dog. I carry trolley vouchers at the Inn and they are well worth the price. Adult tickets are $20, children (3-12) pay $10. There are 9 stops on the trolley route and the buses run March – December (March is on a half schedule). Riders may exit the trolley at any or all stops and your trolley admission also gets you into the Thomas Wolfe Memorial (sorry, no dogs allowed inside). Some of the trolley stops include the Grove Park Inn Resort & Spa, the River Arts District, Biltmore Village, and downtown Asheville.
- Chimney Rock Park - This State park is located 30 minutes southeast of the Inn. Open year-round, the park offers 4-5 different hiking/walking trails, from easy to moderate. The only place dogs are not permitted is the elevator and cafe located at the base of the Chimney Rock. However, you and your dog can still get there by taking the amazing amount of stairs that wind up and around the side of the cliff walls. My dog Hummer (a 90-lb weimaraner) made it with little effort, but it may prove strenuous for older, short-legged dogs. If that is the case, there are several easy to walk trails; one leads you to the base of the waterfall. The Park offers all sorts of cool activities from bird watching, to photography lessons, rock climbing to an Easter Sunday Sunrise service. Cost to get into the park is $14 for adults, $7 for children, free for dogs! I carry $1 off discount coupons at the Inn.
- Asheville’s Urban Trail – The Urban Trail is a 1.7 mile walk through downtown Asheville with 30 points of interest, spread over 5 historic periods in time. The self-guided walking tour starts at the Asheville Art Museum at Pack Square, but tourgoers can start at any point and end at any point. I carry trail guides at the Inn and guests and dogs are free to stop along the way at one of the many restaurants in downtown Asheville that offers outdoor seating so that you can refresh and re-energize before completing the tour.
- North Carolina Arboretum – The Arboretum is a 434-acre natural preserve with 65 acres of cultivated gardens and 10 miles of hiking and biking trails. Parking is $8 per vehicle and the first Tuesday of each month is free. There are nine different trails rated from Easy to Difficult. The Arboretum offers permanent and temporary exhibits, a unique bonsai collection, and educational programs for adults and children. The Arboretum is located approximately a 10-minute drive from the Inn and will provide a wonderful outdoor experience for you and your pet at a very reasonable price.
- Biltmore Estate – No Top 5 List would be complete without mentioning the Biltmore Estate. While dogs are not permitted in the house, the rest of the 8,000-acre estate is open to your canine friend, including many walking trails. If you want to enjoy the house, I recommend making use of the Estate’s kennels, located in Parking Lot C. This lot is typically used by RVs and buses, but there is plenty of parking for regular vehicles and you can catch a shuttle bus to the house from this lot. The kennels are self-serve and free of charge. There are 8 kennels, very nicely maintained and sturdy, enclosed on all sides and located under trees, thus providing additional shade. The kennels also have water bowls for your pets, plenty of room for them to move around, and locks for you to take the key. I snapped several photos of the kennels so you can see what they look like in advance of your visit.
There are many, many more dog-friendly attractions and activities around Asheville. I carry maps and hiking guides that include specific information on hikes that are appropriate for dogs. So if you are wondering what to do in Asheville with Fido, start with my Favorite 5 list and if you get through it, I can promise to provide more options for you.
Hope to see you and your dog in Asheville soon!
