4star silver award

[suze]

We have held a four star, silver award for a few years now. Last week, we had a day visit from a new assessor to the area. She has told us that in order to retain our silver award we would have to make a few changes. Our Out of Eden toiletries are not a high enough standard, we should think about providing bath robes and changing our towels to bath sheets (rather than the standard large towel). We are happy to make some changes but wonder if other silver award guest houses are already providing these 'upgrades'.
With regard to complementary toiletries, I was wondering about buying the little travel size ones. Would love some ideas/feedback. Thanks

[_Sharpe]

We were just assessed last week. And we're 4 star silver award guest accommodation as well. We use the travel size out of eden toiletries. The Elements range. We don't have bath sheets and we've never been told that we need them. We do have large bath towels. They're a better than average range from Mitre. The Savannah range. One new thing that the inspector told us was that we need 12 wooden coat hangers per room.

[joyful]

I have been 4 star silver for several years and it really is all about giving that bit extra. I also use Elements range from Out of Eden, Clipper teas etc. local nice biscuits (not just any pack of biscuits), dressing gowns, slippers and hand made chocs and also bath sheets and face cloths. And there is still room for improvement particularly if I want to be 5 star but decided I am happy where I am.

[Raincliffe1]

At 4 star silver, the only upgrade discussed here which we don't do is the bathrobes - you just have to draw a line somewhere I think. We concluded that when our guests' pay that higher tariff which will also cover supply and laundering bath robes then they can have them. It is nice that you can provide these extras assuming you can attain the higher tariff that covers them in part. We struggle to do this in a seaside resort, especially as there is a 4 star guesthouse within walking distance which charges £17.50 pppn bed and breakfast. The consequence for us being that at silver award our gross profit is reduced but customer satisfaction is increased... Tend to agree with you Joyful.

Katherine

[suze]

Thank you all for your comments. With regard to the travel size toiletries, do you replace them daily if they are gone / partly used / etc. I have been wondering about changing to the travel size toiletries, rather than the regular Out of Eden pump dispenser.
We do alot of extras, as like you all, we are trying to give our guests the best possible service that our budget and pricing allows. We too are restricted by cheaper B&Bs (some silver awards) in the area. We just hope that our guests are not too price based and look for quality.
By the way, our assessor told us that as long as the 12 hangers matched, it was ok. The didn't have to be wooden!
It is so useful to have this forum as we don't tend to discuss the details of running a B&B with other local proprietors - so thank you.
One thing that does vex me - which we mentioned to the assessor. The standard expected from b&bs is so much higher than hotels. I have never stayed in a regular hotel in this country and had all the little extras that we invest time and effort into supplying. I don't recall ever being offered a cup of tea on arrival! Or had anyone carry my cases to my room. It does feel that b&bs / guest houses have to do an awful lot more. Not complaining really as we love doing what we do - just an observation.

[joyful]

Well, I certainly don't do a cup of tea to arrivals. Hats off to those of you who do. Tea making facilities in the room and that's yer lot! Carrying cases yes (most offers refused but they do like it).

[tinalovett]

we stayed at a B&B in the north earlier this year - it had a 4silver star award which is one of the reasons why we selected it. I am at a loss of how this place got a sliver award at 4 stars - no heating at all in the shower rooms; plastic sheet panels instead of real tiles in the shower rooms; storage heater in the bedroom; concentrated juices for breakfast; cheap freezer sausages; plastic bread...the list is endless. We are not silver awarded but our decor is real...tiles in the bathrooms, central heating throughout plus tall heated rails in the bath/shower rooms; dressing gowns; L'Occitane toiletries; fresh milk and real caftiere coffee (20g sachets)in all bedrooms...my list could go on. Therefore I think anyone with the 4 star silver award should stop griping and start supplying the quality demanded by this award otherwise see it taken away.

[imported_]

We have held a four star, silver award for a few years now. Last week, we had a day visit from a new assessor to the area. She has told us that in order to retain our silver award we would have to make a few changes. Our Out of Eden toiletries are not a high enough standard, we should think about providing bath robes and changing our towels to bath sheets (rather than the standard large towel). We are happy to make some changes but wonder if other silver award guest houses are already providing these 'upgrades'.
With regard to complementary toiletries, I was wondering about buying the little travel size ones. Would love some ideas/feedback. Thanks

We are a four star silver award, and have been for a few years as well. We offer Out of Eden toiletries and bath sheets. When the tourist officers come round there is certain criteria you have to meet and some is only their ideas for you to improve. Our bug bear is that we have carpets in our bathroom / ensuites and they always say we should have amtico flooring or likewise, but as I always say ' we love carpet' it is more homely. I am sure if you already offer toiletries that should be good enough, and what is wrong with out of eden, all their products are first class, we use them for everything.

[Erik_Hamburger]

Hi Suze,

We opened our new B&B in April 2010 and were awarded 4 Star Silver. We have just had our 2nd inspection, a day visit, which has left us fuming.
When we met with the assessor after the first visit (2010) we were left with the impression that it was vert 'rare' to award 4 stars to a newly opened business, and not possible to award 5 stars. it was just 'not done' Hmm. However we were 'very close' to 5 stars, so she told us. If only we would have offered a beverage on arrival and linnen napkins instead of paper...
The subsequent writen report actually suggested 12 possible improvements of which we implemented 10.
We have now been re-assessed -a day visit- and once again we were told we were 'top end 4 Star, Silver Award, but they couldn't give us the Gold award as this was a day-visit and to award a Gold you reqiuired an overnight stay. So because VisitBritain has had to a cut in their budget we have now had to make do with a day visit and the Gold award which the inspecter felt we deserved can't be awarded because an overnight stay is required, so we have to wait until 2012!
These different assessor has now produced a list with possible improvements 'suggested' to get this Gold award - they also told us the scoring system has changed since June 2011 so your standards have to have improved to keep the same score as last year. However the subsequent leaflet mailed to me shows no requirements for higher standards for a 4 Star B&B - so we are baffled.

The entire system of awarding Stars and Awards is a farce really as in my area it is well known under B&B's and Hotel's who the regional assessor is - including some of her personal habits such as sitting outside in her car smoking- she books in under her own name so of course the moment you get a booking for a single lady 1night weekday under that name, alarm bells start ringing.

If I am this cynical about the Star ratings you may wonder why I pay the fee and take part. Well it is simply another marketing tool we use to promore our business, but francly it is becoming increasingly irrelevant as the consumer now uses guest feedback on the internet as the most important information on which they base their decision to book with you - or not.