2019 TripAdvisor Traveller's Choice Awards - Flightdec Communities
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2019 TripAdvisor Traveller’s Choice Awards
Comments from Bed & Breakfast Association Members
We all work hard in and on our businesses but we don't all receive the same recognition that those of
our members who have made it to the Top 25 in the Traveller's Choice Awards have.
1. We are all assessed to the Association's standards - is there one particular thing about you, your
business or your property that you think enables you to achieve this stand out recognition?
I honestly don’t think it is just one thing. The building itself is wonderful - it has a relaxed elegance where
people can still feel at home, the property is kept to the highest standard for a rustic ski lodge type
building. We have worked hard to make it feel this way. The guests all have the same complaint: they
wish they could stay longer.
Karen Bellew, Wanaka Homestead
I agree wholeheartedly with your comment that all the B&B are offering an exceptional guest
experience. The one thing that I can think of that would make all these B&B’s stand out from the others
is their marketing. Their consistent effort to keep their business in front of guests’ eyes and potential
guests eyes.
Donna Brooke, Sunlover Retreat
One thing … oh dear …. We, and our property, are fair dinkum Kiwi’s, welcoming guests into our
home. After our first two seasons we realised that a relaxed ‘home’ stay is what guests loved. So we
dropped the goal of being the ‘host with the most’ and welcomed guests as prospective friends. When
we have an older or more reserved guest we go into ‘mum’s best friend’ mode - you’re friendly and
welcoming but still hold back a bit in deference to their ‘status’ as an honoured guest who you don’t yet
know. BUT while relaxing, you cannot relax standards of room appointments, cleanliness, quality of
produce, etc, etc!! Barb Linton, Morepork Riverside Lodge
Our level of engagement with our guests. “Whakaipo” means cherish and we truly hope our guests leave
having felt cherished for a few days and with some wonderful memories to take away with them.
Angie London, Whakaipo Lodge
It is important to provide what the clients actually want, not what you think they want. (Listen for what
they are not actually saying!) Anthea Harvey, Bellbird Lodge
I think genuinely enjoying our guests makes both their experience and our own more pleasurable. People
respond to warmth and interest and it sets things on the right track for our guests’ entire stay, so getting
your welcome right makes a big difference. Adding little touches to delight, inviting guests to relax, and
taking time with them when they first arrive are all part of our approach.
Sarah Neill, Wanaka Alpine Lodge
Number one is to make each and every guest feel special. Provide a warm, friendly and informative meet
and greet – discuss their expectations of the area and help them achieve this and more. Everything
depends on communication, helpfulness and treating every guest uniquely. Our riverside property
undoubtedly has a spectacular location and will be the only river side property they stay in whilst in New
Zealand so this does help. Colleen & Ashley French, Appledore Lodge
Bed & Breakfast Association NEW ZEALAND Incorporated © February 2019TripAdvisor 2019 Travellers’ Choice Awards |2
On arrival guests have certain expectation of the property itself and if we can exceed this straight away
and make them feel comfortable and relaxed then it has to be good for both the guests and us. We are
living together for their stay so it works well if we can enjoy each other and that is our aim - along with
our view that we are lucky to have - but, we do also need great facilities and high level of cleanliness.
Brita & Heinz Marti, Allegra House
2. I note that not all the businesses in the top 25 of awards are 5 star rated (either by TA or QM). How
important do you think quality is to your business and why?
I think quality is super important but not in the way you would naturally assume. It is absolutely fine to
be a 3 star, 4 star, 5 star B&B as long as the experience the guest has matches the expectations of that
star rating. In most cases with the Trip Advisor top 25 they are exceeding them.
Donna Brooke, Sunlover Retreat
You don’t have to be a Luxury Resort to provide a superb stay. We have one room that is considerably
smaller (and considerably cheaper) than the other rooms but those guests get the same ‘Paul & Barb’
service that the guests in our top room receive. This is the major reason we have not gone Qual Mark –
that room would drop us down to 3.5 or 4. Our agents love that room because they know they can put a
couple on a lesser budget into Morepork and those clients will get a top quality stay.
Barb Linton, Morepork Riverside Lodge
“Quality” can be subjective in terms of star ratings etc. It is however, extremely important to our business
that we provide our guests with an authentic and truly NZ experience with exceptional service and
comfortable surroundings to relax in. Angie London, Whakaipo Lodge
Extremely important, peoples’ expectations increase all the time and it’s important to maintain and
improve quality standards constantly. Anthea Harvey, Bellbird Lodge
Being a good match for guests’ expectations is more important than the quality ranking, so accurate
descriptions matter. Sarah Neill, Wanaka Alpine Lodge
Appledore Lodge is Qualmark Four Star Plus accredited. We regard quality as a top priority and quality is
applied to every work process including dealing with customers and interaction with them. An official
quality accreditation is essential for our business as we have developed strategic alliances with many
international tour operators and all our guests are international. Inbound Travel Agents prefer to deal
with properties that can demonstrate they meet strict quality criteria and international guests are quality
orientated and expect quality and value for their money.
Colleen & Ashley French, Appledore Lodge
Some quality rating is certainly important - previously we have used Qualmark but are now happy with B
& B Association quality standards. We still believe in benchmarks for cleanliness, quality standards and
some regulations that we follow for both the guests security and keeping ourselves in check. Changing
times mean many guests are currently happy to use other guests feedback as their benchmark but more
official standards are always great to check yourself and to fall back on if needed.
Brita & Heinz Marti, Allegra House
3. Our members are required to meet compliance and legal benchmarks - do you feel this has had a
positive or negative impact on your business and the service you provide to your guests? In particular,
health & safety is often commented on as an additional level of compliance that adds cost to businesses
but has some areas where it may actually improve the guest experience.
To be honest I don’t think the guests have a clue about how our H & S policies affect their stay. Apart
from our emergency evacuation maps in their rooms on the wall and information for what to do in an
earthquake, etc, in their compendiums, the idea is to keep policy and info on the down low for us so it’s
all about their experience. It’s the wheels in the background I guess.
Karen Bellew, Wanaka Homestead
Bed & Breakfast Association NEW ZEALAND Incorporated © February 2019TripAdvisor 2019 Travellers’ Choice Awards |3
Education for any business is super important. Being a part of the B&B Association has ensured that I am
at the forefront of my game. Belonging to the Association has definitely helped me ensure that I am
completely compliant and that my guests are assured of a safe and comfortable guest experience.
Donna Brooke, Sunlover Retreat
I left my job in AKL to get away from compliance, so some of it is a bit annoying. However, things like
having an evac plan, fire exiting., smoke alarms, first aid kit, liab. insur., are really helpful – and guests
appreciate the level of ‘visible’ care. I have a some experience in food safety but I think the assoc could
perhaps put out some ‘hot tips’ that can be printed and laminated if businesses feel they need it. B&Bers
are not just home cooks, we’re playing at being chefs. (Thanks for the suggestion Barb – we’ll look into
that - Fiona)
Barb Linton, Morepork Riverside Lodge
Health & Safety and legal commitments are so important to any business, large or small. You can’t afford
to ignore your obligations as an owner/operator. Being part of the Association and its pool of resources
and assistance helps immensely in keeping on top of this.
Angie London, Whakaipo Lodge
Positive. Anthea Harvey, Bellbird Lodge
A safe legally compliant business (such as a B&B) is far superior than one that is non-compliant. Regarding
HSE we agree that a considerable amount of time and energy with some additional cost is required to
meet acceptable standards – our approach has always been to focus on the key drivers, to get them
correct and generally the rest follows through. We maintain essential safety forms and registers but
adopt a common sense approach in line with the risks unique to our operation. Part of the Qualmark
audit focuses on quality – The Qualmark logo at our front door has part of it the words “Safe & Sound “
for all arriving guests to see. Colleen & Ashley French, Appledore Lodge
We do agree with most of the compliance and this perhaps separates out the serious 'players' from those
who are 'dabbling'. Some H & S seems crazy for owner operated businesses - we don't need to record
when we see a potential hazard as we just report to each other and fix it!!
Brita & Heinz Marti, Allegra House
4. What makes you "more than just a B&B"?
Our complete guest focus philosophy. I have made a huge turnaround in TA ratings and especially
comments in the past 18 months and it has solely been about turning everything we do into what is best
for the guest. No mean feat either as we are a 10 bed B & B so not just looking after two or four guests
and we have two self-contained cottages. So our little business sleeps 21 people. It takes a huge amount
of energy to be “on” for your guests at this level. Gosh that sounds a little big headed I guess but it has
been a real focus for me. And it is genuine too not something you can put on- I think you are either a
people person or you are not. Enjoying the job is a biggy too - nothing shows more than someone who
does not enjoy the people part of the role. Karen Bellew, Wanaka Homestead
Not just us but all of the B&Bs at the top of their game, it is by far the people. When I reflect on the
reviews, often guests start with “Donna and Chris made us feel …” It is ensuring once again it is not just
about the product but the experience guests have when they get here.
Donna Brooke, Sunlover Retreat
The tangible things: alpacas, hens, NZ bush & birds, our knowledge of Māori culture (and some Te Reo)
and NZ history.
The other ‘stuff’: we provide an atmosphere where guests can relax, reflect and rejuvenate.
Barb Linton, Morepork Riverside Lodge
Hosting experience for our guests is extensive: we provide welcome afternoon tea and also each evening
we gather with our guests for delicious canapes and a fine NZ wine or local craft beer to swap stories of
the day and assist in planning the next day…or just talking about everything under the sun!
Angie London, Whakaipo Lodge
Bed & Breakfast Association NEW ZEALAND Incorporated © February 2019TripAdvisor 2019 Travellers’ Choice Awards |4
Attention to detail and offering over and above the levels of service and hosting.
Anthea Harvey, Bellbird Lodge
The great thing about owning your own business is that you can make it what you want. Define the term
B&B for yourself! Sarah Neill, Wanaka Alpine Lodge
Appledore Lodge is just that – a lodge. All suites have private entrances (i.e. they are independent of the
main residence) and have private decks. We have a guest swimming pool and entertainment area,
provide a variety of evening meal and snack options including poolside BBQ’s, book dinner reservations,
book all excursions on behalf of our guests at no additional cost, provide a laundry service, etc. We are
available to assist our guests at any time throughout their stay – day and night. We are uniquely situated
in a large river front property with views up and down the Waitangi River exceeding 1km.
Colleen & Ashley French, Appledore Lodge
Enjoying our guests as people and really wanting to help them have the very best time while they are
with us. We learn so much ourselves too! Brita & Heinz Marti, Allegra House
5. Does your business attract guests for holiday stays or guests who are travellers?
Holiday Stays … it’s the United Nations some days. Karen Bellew, Wanaka Homestead
Guests who are travellers. Donna Brooke, Sunlover Retreat
Holidays: #1 couples, #2 two couples travelling together #3 solo #4 family groups (taking 3 or 4 rooms),
we’ve had 2 or 3 business travellers in our 12 seasons.
Barb Linton, Morepork Riverside Lodge
Predominantly International travellers looking for a Kiwi experience. Angie London, Whakaipo Lodge
Guests who are travellers. Anthea Harvey, Bellbird Lodge
100% of our guests are self-drive Free Independent Travellers (FIT) from the UK, all countries in Europe,
Scandinavia, USA & Hawaii, Canada plus French Polynesia
Colleen & Ashley French, Appledore Lodge
Almost all our guests are travellers from overseas and here to see the country
Brita & Heinz Marti, Allegra House
6. Do you have a business tip that helps gather more reviews?
We have an email which automatically goes five days after the guest departure thanking them for their
stay and encouraging them to make a review for us. Karen Bellew, Wanaka Homestead
Choose a review site and stick with it. I choose Trip Advisor as it is not connected only with one particular
OTA. Once you have chosen your review site, email every single guest, once they leave, asking them to
write a review. Tip: Include the link to the review page.
Donna Brooke, Sunlover Retreat
We hate this ‘icky’ bit of marketing! We do however HAVE to buy into it.
1) If the topic of TA comes up we say that ‘we use it when we travel’ and ‘we do reviews because we
know how important it is for businesses to keep those reviews coming’
2) we have ‘review us’ cards (ex VistaPrint, via TA) which we slip into their parting gift.
Barb Linton, Morepork Riverside Lodge
Follow up with an email after guests leave and politely ask for a review.
Angie London, Whakaipo Lodge
Provide an outstanding experience, then guests will automatically review you, they won’t need to be
asked. Anthea Harvey, Bellbird Lodge
The easiest thing to do is ask a guest - if they have enjoyed their stay they are most likely to be happy to
do a review particularly if they know that is a way they can help your business.
Sarah Neill, Wanaka Alpine Lodge
Bed & Breakfast Association NEW ZEALAND Incorporated © February 2019TripAdvisor 2019 Travellers’ Choice Awards |5
Apart from delivering a top quality product each and every time and treating each guest individually with
respect and discretion we also make sure a personalised letter is sent to each and every guest after their
stay and preferably one they return home. This brings memories of their stay back to them so they are
inclined to comment on the social media sites – particularly TripAdvisor.
Colleen & Ashley French, Appledore Lodge
We do have a pretty standard automated followup letter and don't enjoy asking guests to write reviews
but at present our type of guests seem to be writing without much prompting. If asked we do say that the
review sites only work if people like themselves contribute as well as use other peoples’ reviews.
Brita & Heinz Marti, Allegra House
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