Today was my final weekday of summer vacation; I am back at school full-time on Monday. I spent the afternoon with my B&B ladies, having a wonderful lunch at Lokal Resto & Market. We get together as often as we can (about once a month at this time of year) to take a quick break, get caught up, problem-solve, and support one another.
A disconcerting trend we have all noticed in past weeks is the number of early check-ins this season. If you book over the phone with us, we normally ask whether you are planning to arrive in the afternoon or evening, and will tell you that check-in time is anytime after 3pm. If you book online, the confirmation you receive via email clearly states that check-in time is after 3pm on the day you have booked.
A bed & breakfast in Nova Scotia is defined as being four rooms or fewer, must be owner-occupied (it’s our home), and breakfast is included in the price of the room.
Because it is our home, the time between check-out and check-in is our window of time to get things accomplished – room cleaning, laundry, ironing, shopping, appointments, maintenance… It’s during that time we allow our kids to have friends over, or practice their music or dance, or for us to get out – together – for a run or bike ride… if there is time. The five B&B’s in the Truro area are one or two person operations, so it becomes difficult when we lose that small window of time. In a one-person operation, especially, they need that time to get groceries for breakfast.
We recently had a day when all three of our rooms (travelling separately) had arrived and settled in “to rest” between 1-2pm, without making prior arrangements. That meant the scraping of the house for painting stopped, as did the hammering and sawing of shelf-building. One day this week, we had a couple show up to check-in shortly after 11 am. Our check-out time is 11 am, so the prior guests had just departed! One operator in this area had a call earlier this summer from booked guests at 8:05 am looking to check-in at that time – some of their guests were still in bed at that point!
Earlier this summer, we went to the afternoon funeral of a neighbour and left as soon as the service was finished, skipping the reception, so we would be home in time to greet guests at check-in. When we arrived home at 2:40, the house was full and guests were resting, having arrived at 2:00. Our kids welcomed them and got them settled, so they were looked after, but not necessarily to the standard we try to uphold.
I honestly think that the issue of early check-in stems from the perception we are the same as a hotel and have unfilled rooms we can slide people into, or staff on-call 24-hours per day. In essence, we do; it’s just always us. Many people are surprised to learn that we live here.
We want to be clear: if you have an event, an early flight, or an appointment, we are happy to make arrangements ahead of time to be here to welcome you, so you are not sitting in our driveway wondering if we are ever going to show up.
As I mentioned earlier, I return to school on Monday (August 29), and D’Arcy returns to school the following week (September 6) which means my dad, Dave, comes to the house on weekdays to welcome guests and get everyone settled in until we arrive home at suppertime. If our guests show up early, he is not necessarily going to be here yet, which doesn’t make for a great first impression – which is important to us to avoid.
September is one of our busiest months, and historically we run at close to 100% occupancy. While chatting with the other B&B operators at lunch today, I decided that perhaps the best thing to do is to send each confirmed guest a welcome email the day before their scheduled arrival to explain our policy and tell them we look forward to meeting them the following day, any time after our 3pm check-in.
We’ll see how that goes.
One of our many issues, solved! 🙂
We’d like to say “thank you” to our attentive, knowledgeable, and friendly server, Courtney (and super-talented chef, Brad), for the outstanding experience at Lokal Resto and Food Market today. Your chowder is now being marketed to guests at the five Truro B&B’s as one of “the best in the province”!