We're proud that so many of the properties who work with eviivo leave each and every guest with a story to tell. One very important part of that story is the superior service guests receive when staying at your property. 

So, this award is designed to celebrate the owner/manager who goes not just the extra mile, but the extra miles to ensure their guests have a great stay. A fabulous welcome, unforgettable personality, extra services available, nothing should be too much trouble for your guests, with all of this reflected in your reviews and feedback.

See the 10 shortlisted properties below:

  1. Lobhill Farmhouse in Devon
     
    Jane from Lobhill told us one of the ways she goes the extra mile:  "I take guests to the start of the Two Castles Way in Okehampton ( 10 miles away) supply them with a complimentary packed lunch. They walk home to Lobhill Farmhouse and the next day they complete the second half of the walk and I collect them, again 10 miles away in Launceston. We have a number of wedding venues nearby so to avoid the guests needing a taxi I offer lifts to weddings and parties. Also if visitors would like to eat out and enjoy a drink or two (maybe a special occasion) I take them to local restaurants and they call me when they are ready to be collected. Some guests arrive without a car so I collect them from the train or bus station and if I am going to town they come with me to explore and I collect them later"

  2. The Ellerby Country Inn in North Yorkshire
     
    Mark and Georgie told us how they go the extra mile: "We want our guests to feel like they are visiting old friends. Each guest is treated individually and any known predilections are catered for e.g one of our guests likes ginger biscuits and another Darjeeling tea so we make sure these are stocked in the room upon arrival.
    Allergies from food to dust mites to polish are recorded, remembered and catered for. Guest are asked if their visit is for a special occasion, if it is we try to mark that in some way with either a card, chocolates or a drink on the house. We also data capture this and other information gleaned necessary and relevant during the course of their stay. Special events in the year are recognized; for example Easter means guest receive chocolate bunnies and our regular diners receive Easter eggs and Mothers Day guests receive flowers. We happily make bookings and phone calls on behalf of our guests, we also provide free transport if possible to and from events and advise on local hidden gems off the beaten track. We have a separate gluten free and vegan menu but we are happy to accommodate other needs where possible. Our team are told at interview that our customers should be made to feel that no request is too small or large, we want our loyal customers to return. And our team are actively encouraged to interact with our customers and are given time to talk and pass the day with them.  We are proud of the fact that we have single guests of all ages who feel at home with us and are comfortable to stay."

  3. Lantern Guest House in Midlothian, Scotland
     
    Richard told us a great story about him literally going the extra mile: I literally went the extra mile, running half a mile to the rail station with a guest suitcase, enabling a guest to catch a train in time. The guest over-slept, then came to me 15 minutes before the train was due to leave. I said she would be able to catch the train if I ran with the suitcase. She caught the train with a couple of minutes to spare. Walking back to lantern Guest House, I felt like a hero!
     
  4. Arfryn House Bed and Breakfast in Merthyr Tydfil, Wales
     
    Alun Gave some good examples of extra steps he has taken to please his guests: Providing line sketches and directing individuals to routes that are not commonly known and off the beaten track. Collecting individuals from the train station and bringing them to our bed and breakfast. Taking a group of individuals to the waterfalls, dropping them off, giving them a route to follow and then collecting them 5 hours later. Taking individuals to local eating places, so they don't have to drive and are able to have a drink. Drying and cleaning individuals boots after they have been walking on the mountains all day. Advice on places to eat and take a scenic drive which includes beautiful viewing points. Getting medicine for individuals who have suffered an injury. As a former Mining Engineer, I have given a few talks on modern mining techniques and past ways of working. Discussed the issues that were involved in the miners strike of 1984 and bringing it alive. Then directing them to Big Pit museum.
     
  5. Blackwell House in Down, NI
     
    Joyce outlines a number of personal touches that make a big difference to her guests: "Each guest receives a text (where we have the mobile phone details) on the morning of their stay to welcome them on their upcoming stay at Blackwell House and offer them help with finding us or booking a restaurant for that evening if they are not eating with us. -When guests arrive where possible I go out to the gate to welcome them and always use first names when I know them. -I make fresh shortbread each morning so all guests have newly baked short bread on their tea trays -I also ground fresh coffee and put this on the tea tray with a cafeteria -All rooms have fresh flowers and if it is a romantic occasion for their stay they have red or pink roses -On arrival every guest is asked if they would like a cup of tea in the kitchen or sitting room (this is served with fresh shortbread, pancakes or cake depending on what is cooking -Each guest receives a personalised welcome letter on their bed on arrival. Everything above is normal procedure at Blackwell House however anything else the guest needs or asks for is provided if at all possible. If we cant provide it at that moment when the guest arrives back into the house we will have made every attempt to have what they requested. For example an American couple recently asked for playing cards which we didn't have. When they returned to their room later in the day there was a pack of playing cards waiting for them. A simple request with a simple solution and a very happy guest. We always say nothing is too much trouble - and we mean it "

  6. The White Lion InnLeicestershire
     
    Nothing is too much trouble for Yolanda and Cristopher: On one occasion a guest's mobility battery ran out, so we took it to the nearest town and had it recharged for him. On another occasion a gentleman missed his bus which was taking him to the train station to catch his train, so we offered to take him to the train station. If a guest has mentioned they like a particular type of food, we endeavour to provide it for them. As we have only been trading for 3 years we are extremely proud of our achievements and our comment book clearly reflects how happy our guests are when they stay with us.

  7. LakeSide House in Cumbria
     
    Lindsey makes sure a guest gets just what they want for breakfast: This morning a guest is presently enjoying pancakes maple syrup and smoked bacon as it was her favourite breakfast on a recent trip, although not on our menu it was prepared and is now being eaten in the dining room as I type this email. Other guests we have had have needed services above and beyond our control, doctors appointments, physiotherapist appointments, breakdown help and where I can't personally help I will always find someone who can. A guest recently locked his keys in a very fancy car, they were due at an outdoor adventure centre so I arranged for the breakdown team to be met by a member of my staff and I drove them to the centre so their holiday wasn't spoilt. One of our regular guests who doesn't like a fuss was due up for her 50th birthday, so I mentioned nothing at check in but the entire room was filled with balloons and banners and confetti and she was blown away.

  8. Liongate House Ilchester in Somerset
     
    Helping cyclists stay on track is part of the job for Liz and Graeme: We have had quite a few times when we have gone the extra mile but in May 2014 we had 7 young guys staying the last bank holiday weekend in May for 3 nights. Graeme my husband offered to collect some of them from Yeovil train station as they were travelling from London with bikes as they were all taking part on the Tour of Wessex cycle event. They had not anticipated how far the station was from our house and it was quite late. Graeme arrived and managed to get as many bikes and people into his estate car. When they all arrived we offered our lounge to them and served them with plenty of refreshments. They were all having early breakfasts and Graeme had all their bikes out ready for them each morning. On completing their second day cycle they arrived into our garden looking exhausted. As it was a lovely sunny afternoon I said that they all looked like they were in need of a beer so brought out a tray with seven bottles of beer and cakes so they could relax in the sunshine. One of the guests took a photo of me carrying the tray of beers and posted it on Facebook.
     
  9. Crystals on the Prom in Lancashire
     
    Surprises and little details help Amanda look after her guests: Looking after our guests is key, areas we have been recognised are across reviews and include carrying guest bags into the accommodation and up to the rooms, surprise floral bouquets on arrival, valentines welcome cocktail, celebratory cocktail for birthdays, anniversaries, in fact any guest celebration deserves recognition, any member of the armed forces is given complimentary service in recognition of their duties to our queen and country, we held an army wedding here small select family gathering, white roses and ivy adorned the pillars and complimentary champagne on arrival, free bride and groom upgrade to our luxury sea view room.

  10. The Chocolate Boutique Hotel in Dorset
     
    The guest is the main goal according to Melissa: "At The Chocolate Boutique Hotel our main goal is ""The Guest"". There would never be place for a Hotel if it weren't for the guests. For this reason, we work everyday to make them feel special, even before coming in.  Simple details as escorting people from their car to the Hotel's' reception on a rainy day, is just one example of how we do our best on a daily basis.  We focus our attention on each and every guest to forecast and understand any need they may have. The word for our customer service is ""excellence"" and above all, make every person feel at home. There has been a huge effort of each and every member of staff & management and we have proudly since January been breaking-through positions from #60 up to the Top 10 B&B's in Bournemouth. "

Last years' winner

The Langbury, Blue Anchor, Minehead, Somerset

The Langbury, Blue Anchor, Minehead, Somerset

What the judges are looking for

  • Tell us your story of when you have gone the extra mile for your guests?
  • What extra services do you offer for your guests at your property?
  • Do you have examples of published reviews on your own website, TripAdvisor or an online travel agent website highlighting outstanding service?

 

Winners will be announced at our 2016 award ceremony at Shakespeare's globe in London on October 18th.