One of the reasons we dreamed of owning a bed and breakfast is that we love to travel and share in unique experiences. But it’s also a great learning experience and we always make note of things we love, and things we don’t. And those are just part of the things we use when we work to continue to improve the guest experience at the Featherbed Railroad.
But we've been in the customer service business all our lives. Coming from San Diego, our previous role was in the hair care world where we had direct one-on-one relationships with customers who returned to us regularly. As we said when we moved up here, we simply traded our scissors for spatulas and kept doing what we always did, listen to our guests.
While that business relies on people being thrilled with their service and telling others face-to-face, this business has a similar aspect but on a much broader level. When people are happy with their service here they sit down and tell the world using tools like TripAdvisor.
So it was quite an honor when TripAdvisor actually called us and told us that we had won an award for having the highest customer service in our area based solely on guest reviews. This Certificate of Excellent is a particular honor since we were told that just 10% of the hotels world wide have this designation.
With over 100 of people taking time out of their day to write a review, over 73 of those guests have written a five-star review. There are also 17 four-star reviews.
"Even Disneyland has one-star reviews," said June "but we continue to strive to make every guest experience a five-star one."
As such, we've invested a lot into making sure things continue to improve. We bought a whole new laundry facility that actually steams the sheets for a truly five-star clean.
"We weren't just satisfied with clean looking and smelling sheets, we wanted them to truly be sanitized," remarked Paul.
But clean isn't the only investment we've made since taking over. We also replaced the old stove that was there so every breakfast comes out better than ever.
"It seemed that that old stove was haunted," said Paul of the stove that was replaced that had a mind of its own.
"This new stove is great at creating much more uniform and consistent breakfasts. It's a amazing how much better things turn out," continued June.
There are also new linens, a new theme and many, many other improvements to experience at the Featherbed Railroad. If you haven't visited lately, perhaps it would be a good time to take advantage of few days of rest and relaxation. And if you haven't met June and Paul, now is the time to do so.
TripAdvisor not only reflects a high rating for the Featherbed Railroad, but also has a Harvest special of a wine and cheese package included with any two-night reservation. Just mention this article or TripAdvisor when you make your reservation or use the coupon code "cheese" and we'll include this with your getaway.
With the cool nights, wonderful days and smell of harvest and crush in the cleanest air in California it's definitely a great time to visit. As always, we love to ask "do you have your reservations yet?"
Article and photos by Anthony B. Barthel
A blog about happenings in Lake County.