Two Hotels. Same Price. Different Customer Experience...

I returned a few days ago from a ten day van holiday with a few hotel stops in the west country visiting friends, family and old haunts.

Two experiences spring to mind in the form of two hotels that were the exact same price but were totally different experiences. Let me give you a short overview of each hotel and then the differences to guess which one was a great experience which I would return to and the other not such a great experience.

Hotel 1 - Family-run Grade 1 listed historic seaside hotel (Classic English Elegance)

Hotel 2 - Classic 12th Century pub with rooms set in a small rural village (A Home Away from Home)

Both were the same price for the night and we had dinner in both but...

Hotel 1 - we were greeted by a number of parking spaces for our van. The receptionist greeted us and made a fuss of our dog - always a winner. However, when I checked if we had a bath in our room, she told me I should have booked direct and checked in advance for specific requirements!

We were taken to our room which was good enough, although a little tired and dark. We had a rainforest shower, which did the job, but there was only one type of tea offer and coffee offer in the in room refreshment tray with cups and saucers which I am not a fan of but suited the hotel and audience that it obviously marketed too! There was a swimming pool but it was quite small, with no deep end so we decided against a swim. The facilities were beautiful with a drawing room and lounge areas reminiscent of cocktail hour and a lovely garden and outdoor seating looking down to the sea.

The dinner menu was a good choice and well priced, but the music playing on a CD player was a little old school! We asked whether we could have a side salad and was told the chef could do one for £2.50!!!!! Never been told the price before for any food at a hotel. Seemed again something other generations would prefer! One of the real downsides though was that there were only two non alcoholic beverages available - both beers! We were told that the drinks offer was in the process of getting a revamp... a few years too late with Guinness 0 now sponsoring the six nations for the last 2-3 years. Lastly, the bed creaked a lot and slanted to the right on one side and I nearly fell out of bed a few times! We said goodbye and went onto our next destination.

Now for.....

Hotel 2 - we were greeted by a number of parking spaces for our van and then open log fires and people enjoying a late lunchtime pint and catch up. The receptionist greeted us and made a fuss of our dog - always a winner. However, when I checked if we had a bath in our room, he told me 'you do and that its a 50-50 chance - but we could have organised one for you anyway!' Will gave great customer service!

We were given directions to our room which was spacious and airy. The bath was a joy and ...... they gave you bath salts - hardly any accommodation providers do that - I was blown away! Not only that, there was a real coffee machine, a range of teas and hot chocolate along with large mugs and small espresso cups! Definitely set up for the coffee generation. The facilities were warm and welcoming with nooks and crannies everywhere and a lovely garden and outdoor seating area too.

The dinner menu was a fabulous and happy to pay what some people might say was expensive but who would not purchase a 36 day aged steak after 40 days of abstaining from meat!!!!!!! I could not hear any music - but then decent pubs don't need music. Lots of non alcoholic choice and alcoholic choice, suiting every generation. Great nights sleep followed by a complimentary late check out gave me time for another bath using the salts.

Oh ....and you should know the cost for our dog to stay, plus a full cooked breakfast etc for two (albeit a little spoilt by staff service) was included!

We said goodbye and went onto our next destination.

I will leave you to guess which one we will be returning too! Its all in the small details and customer experience!