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.
This year the award was presented by the editor of Hotel Owner Magazine, Michael Northcott.
The winner:
The Ellerby Country Inn in Whitby, 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.”
The shortlist:
Congratulations to all those who made the shortlist.
- Lobhill Farmhouse in Devon
- The Ellerby Country Inn in North Yorkshire
- Lantern Guest House in Midlothian, Scotland
- Arfryn House Bed and Breakfast in Merthyr Tydfil, Wales
- Blackwell House in Down, NI
- The White Lion Inn, Leicestershire
- LakeSide House in Cumbria
- Liongate House Ilchester in Somerset
- Crystals on the Prom in Lancashire
- The Chocolate Boutique Hotel in Dorset