Running a B&B: guests’ marital status & other pitfalls

As a case rages in the European Courts on B&B bed-etiquette, it’s time to consider potential pitfalls if you want to buy a B&B for sale.

Christian B&B proprietors face allegations from gay customers denied the right to sleep in the same bed. The European Court of Human Rights will now decide if this qualifies as discrimination or whether the owners had the right to enforce their belief that unmarried couples shouldn’t share a bed. 

Sensitivity to both religious and cultural differences is important when running a successful B&B. We list four other hazards to be mindful of in the bed and breakfast business:

1. Meeting guests' demands 

Problem: Running a bed and breakfast, more than most sectors, can seem like a 24-hour-a-day business. Owners could be called on at 3am in the morning to accommodate late arrivals, cook breakfast for fussy eaters at 8am and keep a smile on their faces when dealing with pillow concerns at 11pm. 

Solution: The simple truth is that a good B&B owner must learn to grin and bear their guests’ foibles – the customer must always be made feel that they are right. A combination of maintaining adequate staff, running the establishment with flexibility and lots of patience is key. A well-written guest policy with additional fees charged for those services that fall outside of the norm may also help.

Consider other uses for the B&B in the off-season at reduced rates such as renting out the entire property to companies or individuals

2. Separating work and private life

Problem: A B&B invariably doubles as the owners’ home and there is rarely a strict delineation between living quarters and communal areas. B&B owners have to allow complete strangers to roam around their property daily, with no guarantee of respect for the property. 

A quiet night in watching TV becomes difficult with guests constantly in the house who behave differently and keep different hours on their holidays to their hosts. 

Solution: The vast majority of B&B patrons are decent, honest people who will treat your home with care and consideration. Holidaymakers are there to enjoy their facilities and not encroach on the owners’ private lives. 

Some people may overstep boundaries, but ensure that you give yourself proper time off away from the B&B. Also, clearly label ‘staff only’ areas and attach locks to doors, with keys held by the owners only. 

3. Off-season boredom

Problem: Almost every B&B owner must face an off-season during part of the year, although in London and other hotspots demand stays fairly robust throughout the year. Properties in places less fashionable than Bath, York or Edinburgh, or beach resorts quiet during the winter months, will not generate a significant income for part of the year and can become costly to run, as well as lonely. 

Solution: Carry out research to determine when and how long an off-season will be. Use this time wisely to redecorate and do any odd jobs that are difficult to do when guests are present. 

Consider other uses for the B&B in the off-season at reduced rates such as renting out the entire property to companies or individuals. Above all, owners should take their own holiday and enjoy relaxing at someone else’s convenience. 

4. Criticism

Problem: It is imperative for bed and breakfast staff to run their concern to the highest possible standards; however there is no accounting for taste. Some clientele will expect something different to what they receive and will issue a complaint, either to the owners directly, or via specialised websites. 

Written criticism is not softened by a kindly tone of voice, seeming harsh and unfair on the page and putting off future customers. It can also leave owners feeling angry and despondent.

Solution: Try to avoid taking negative comments personally but also do not dismiss complaints as simply moaning. Almost every complaint should be taken on board and used to improve future performance. Online feedback sites also allow the posting of positive reviews, which can generate custom. 

Strong feelings will always be passed on, but do not be deterred from creating the perfect B&B experience to encourage guests to spread the word. If a comment seems grossly unfair then look for opportunities to address the concern in a calm and measured manner. 

Successfully addressing a complaint can turn something negative into excellent publicity. And if all else fails, try to see the funny side, such as with the following hotel complaint posted on Tripadvisor.com:

“There are two employees that dress up like the Flinstones and smash clubs off the ground next to sleeping guests as a joke. People were getting quite upset with this.”