Think of the best hotel in the world: exquisitely luxurious villas perched over sparkling turquoise waters? That's exactly what you'll find at Trip Advisor's top rated hotel, Gili Lankanfushi Maldives. If you have a spare £10,000 for a two week break, that is.
The best value hotel in the world, however, is in Llandudno.
We take a look at Lawton Court, sitting on the Welsh coast, and the tips that can be gleaned from their spotless record and positive reviews.
Rather than lying next to the warm Indian Ocean and white sandy beaches, Lawton Court sits at the edge of the toe-curling Irish Sea. The wind is often cold while the sand is more a gritty beige than silky white – yet TripAdvisor guests staying at the hotel wouldn’t have had it any other way.
Lawton Court Hotel has just been awarded the top spot on TripAdvisor’s list of best budget hotels in the world. Starting at just £77 a night for two guests, we can see why.
Co-owner Hannah Lawton-Jones, 28, runs the hotel with her husband Scott, 36, and said that she was shocked at the win: ‘We are over the moon and never imagined winning any awards. We just try to make our guests feel welcome by putting ourselves in their shoes.’
One TripAdvisor guest, said of the hotel in her 5 star review: ‘Just back from a weekend at Lawton Court after attending a friend’s wedding. We could not have asked for more. The owners went above and beyond making sure all our needs were met to ensure we had a great stay.’
Another reviewer on the site remarked on how the owners’ lack of experience had not impeded the stay at all: ‘This is Lawton Court's first season and the owners admit they are still tweaking things. Honestly you would think they had been there for years, everything was just so lovely.’
So what advice can we gain from Lawton Court?
Tip 1: Be attentive to guests' needs
This may appear like an obvious piece of advice for hoteliers, but it’s surprising how few really abide by it. ‘We’re always looking for ways to improve, but mostly it’s been about using our common sense and really caring about our guests,’ owner Hannah says.
Celiac sufferer TripAdvisor guest, 'johng g', stayed at Lawton Court after the recommendation of a relative, and was impressed with the enthusiasm of the service. Owners Hannah and Scott even called up restaurants to make sure that they could cater to his diet, made reservations for them and put gluten-free bread on the table at breakfast.
Another guest, 'southportvisitor', said: ‘Scott was a perfect host and couldn't do enough for us, booking restaurants, checking train times etc.’
'Emmalouise631', said: ‘All the staff were friendly and attentive and the owners made us feel nothing was to much trouble.’
The hotel industry as a whole is becoming far more consumer-centric and perceived value is at the heart of this. It's not something that hoteliers can afford to ignore.
Tip 2: Think about how you can make life easier for parents
Looking after children is stressful and taking them on holiday can be even more so. If your hotel caters to families, make sure to take note of the little things that will keep both parents and children happy.
‘The family room was ideal for the kids with plenty of space for the toddler to roam and a snug bunk-bed,’ guest 'Tim F' said of Lawton Court. ‘At breakfast a baby chair and kids bowl & plate were available which was certainly appreciated.’
Tip 3: Trust your guests, and in turn they’ll trust you
Being suspicious of your guests is a one-way ticket to irritation and a disgruntled review. Have you ever felt like you were watched like a hawk so that you didn’t do a runner from the restaurant? Or needed to pay a deposit to be given the TV remote?
It can be incredibly annoying.
At Lawton Court, they have an ‘honesty bar' where guests can pour their own drinks from the bar and simply write down what they’ve poured and what they owe.
Tip 4: Maintain a relaxed, friendly atmosphere
Co-owner Hannah said that the biggest compliment she’s received is guests telling her that it felt as though they were staying ‘with friends rather than in a hotel.’
People stay at hotels to get away and relax – a warm, smiling host is just what's needed.
Tip 5: Humour coupled with good food is a recipe for success
Everyone loves a fun B&B owner – and coupled with a delicious breakfast, how could you not be happy?
One reviewer said: ‘The best hotel we have ever stayed in, from day one Scott made us feel at home with his friendly sense of humour. The food was amazing with a full English plus extra and the service brilliant.’
Tip 6: Nice views from the windows help – particularly of the sea
A view of a rubbish skip or a dirty concrete wall is too common an occurrence in many hotels… and isn’t exactly an inspiring sight. Think of the location when you buy a hotel, and where the guests’ windows are facing.
Lawton Court sits on the seafront parade, with a majority its rooms facing the sea. 'Anne B', another reviewer, commented on the location: ‘Fabulous views from our Seaview Room. We will definitely be back.’
Tip 7: Make sure you don’t hide parking and WiFi charges for guests – or offer them for free!
Hidden parking and WiFi charges are the nemesis of many a guest, and little will make a customer more riled up than realising they have to pay for these extras on top of their room rate. If you do charge, make it very clear on the website or better still: don’t charge at all!
Not only does Lawton Court provide free parking and WiFi, they also park your car for you!
At the end of the day, guests want transparency: they want to know exactly what they’re getting for their money. Take heed of these easy-to-execute strategies and you'll soon see your TripAdvisor ratings soar.