Find out why guest expectations are not being met and what you can do to elevate their experience.

As COVID19 restrictions lifted worldwide, bed and breakfast owners welcomed the return of guests and steady bookings. But, surprisingly, this resurgence has come with a downside: a noticeable dip in guest satisfaction. This shift poses a critical question: What’s behind this decline, and how can B&Bs respond effectively to keep their guests happy and returning?

Why Has Guest Satisfaction Dropped?

While guest numbers have bounced back to near pre-pandemic levels, travel habits have shifted. Changes in travel purpose, destination preferences, and guest demographics are reshaping the hospitality industry. Here are five core factors contributing to the drop in guest satisfaction specifically for B&Bs:

1. Shift in Accommodation Choices

The landscape has changed, and more guests are now opting for alternative accommodations like short-term rentals, which often lack the charm and personal touch of B&Bs but come with different expectations. Many travellers arrive expecting hotel-style amenities, and when they don’t find them, their satisfaction suffers.

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2. Evolving Guest Demographics

Traveller demographics and motivations are changing. While family travel initially surged, satisfaction declined across families, couples, and even business stays. Business travellers, for instance, may expect faster WiFi, enhanced workspace comfort, and early breakfast options, which some B&Bs may not be set up to provide.

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3. Adjustments in Guest Experience

Guests were eager to get out and explore after restrictions were lifted, but many found that service levels had dropped from what they remembered. Areas like cleanliness, customer service, and dining options all felt the strain, impacting satisfaction. Addressing these issues could restore guest happiness, but it will require proactive efforts and thoughtful improvements.

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Key Areas Impacting Satisfaction at B&Bs

Each part of the guest experience uniquely influences satisfaction at a B&B. Here’s a closer look at the main areas driving this decline:

Cleanliness

   Cleanliness has become a top concern. With staff shortages and adjusted cleaning routines, many B&Bs have reduced in-stay housekeeping, leaving guests feeling that standards have slipped. Some guests report frustration with uncollected trash, unchanged linens, and visible wear and tear.

Solutions for Improvement:

Focus on Essentials: Offer essential services such as fresh towels, linens on request, and trash removal. Minimal yet thoughtful housekeeping can boost guest comfort.

Transparent Policies: Clearly communicate any changes to housekeeping services before guests arrive, especially if they differ from pre-pandemic norms.

Budget-Friendly Cleaning Options: Consider alternatives, like outsourcing for deep cleaning or installing centralised bins, to reduce strain on housekeeping while maintaining a tidy environment.

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Dining Options

Breakfast is often a core part of the B&B experience, and many guests expect it as a highlight of their stay. Staffing challenges and new regulations have led some properties to scale back breakfast offerings, which has left guests disappointed.

Solutions for Improvement:

Offer Simplified Breakfasts: If full service isn’t feasible, try boxed or continental options that are easy to prepare and serve.

Leverage Local Partnerships: Partner with nearby cafés or bakeries to provide guests with breakfast vouchers, allowing them a unique, local experience.

Clear Communication: Let guests know what to expect upon booking to manage their dining expectations.

Pricing and Value Perception

Many B&Bs have maintained or even increased their rates, but guests may feel they aren’t getting equivalent value. Guests expect standard services like housekeeping and breakfast; when these are unavailable, they may feel their experience falls short of what they paid for.

Solutions for Improvement:

Be Transparent About Services: Rather than lowering rates, ensure guests know in advance if services are limited, so they’re aware of what’s included and can set realistic expectations.

Add Unique Perks: If breakfast or other amenities are limited, consider offering extras like local attraction discounts, free parking, or upgraded WiFi to make guests feel they’re receiving added value.

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Customer Service

As one of the most critical components of guest satisfaction, customer service has been affected by increased demand and operational pressures. Some guests report a perceived lack of friendliness, while helpfulness in particular situations has had a positive effect on their experience.

Solutions for Improvement:

Focus on Positive Interactions: Encourage staff to remain friendly and helpful, even in high-pressure situations. Small gestures, like offering a local tip or personalised recommendations, can make a big difference.

Recognise Staff Efforts: Highlight and reward staff who go above and beyond in customer service to keep morale high and foster a warm, hospitable atmosphere.

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Practical Steps to Improve Guest Satisfaction in B&Bs

• Address Housekeeping Gaps: If staffing limitations make full housekeeping challenging, focus on essentials like towel changes, trash removal, and replenishing toiletries.

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• Keep Up with Cleanliness: Guests notice cleanliness and upkeep. Ensure regular maintenance to prevent the property from feeling worn.

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• Enhance Breakfast Offerings: Even minor additions to breakfast service can improve satisfaction; revisit pre-pandemic standards if possible.

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• Be Transparent About Services: Setting clear expectations is key. Guests may be willing to pay a higher rate if they know upfront what their stay includes.

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• Empower Your Team: Provide training and support to staff, equipping them with the tools to offer warm, helpful service even during busy periods. Positive guest-staff interactions can define your B&B’s reputation.

Confused by the barrage of statistics and strategic planning for your B&B? We’ve got the perfect solution! Our ‘Crafting the Perfect Stay – 25 Essential Insights for Bed and Breakfast Owners’ PDF is your free lifeline. It’s as essential as your daily coffee, packed with actionable insights. Grab yours today and begin the journey to transform your B&B into an extraordinary experience for every guest!

What Are You Doing to Improve Guest Satisfaction?

Let’s exchange ideas in the comments.

In Conclusion

The hospitality industry, particularly B&Bs, continues to face constraints, and one-size-fits-all solutions won’t work. However, doing nothing risks long-term harm to your reputation. By gathering guest feedback and making targeted improvements, B&B owners can refine their approach to improve and sustain satisfaction.

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This is the time to act with intention, communicate transparently, and support your staff. With these steps, you can help restore the warm, welcoming experience that guests love about bed and breakfasts.