Why Christopher Elliott is Right

Bed and Breakfasts Need to Improve

Navigate this article: B&B Backlash? (Introduction) Why Christopher Elliott is Wrong Why Christopher Elliott is Right Where To Go From Here Interviews with Elliott and Hardy

If Elliott had written a column based on the premise that some innkeepers are dreadfully unprofessional -- and stopped there -- he would have penned a piece virtually impervious to criticism. It is unquestionably true that some innkeepers are unprofessional, period.

The fact that Elliott attempts to parlay some anecdotal evidence and a couple of half-explained statistics into a widespread "backlash" shouldn't diminish the important points he did raise. Let's take some of his examples one by one:

First, the innkeeper who nearly beat down the door of a guest who didn't shower until after breakfast. If, as stated, the innkeeper threatened a guest with bodily harm, he could be prosecuted for assault in some areas. This type of behavior is unconscionable, especially from someone involved in the hospitality industry. (And it matters not at all how rude the guest is -- threats of bodily harm cross the line in every conceivable way.)

Examining Elliott's own experience, it sounds as though he stumbled across an over-enthusiastic innkeeper. Certainly, there are innkeepers who overstep their bounds and dig into the personal lives of guests who would rather not share such details. Part of the requirement for being an innkeeper, after all, is to have a gregarious personality, so it shouldn't be too surprising to run across the occasional innkeeper for whom friendly slides into nosy.

Is Christopher Elliott right or wrong? Voice your opinion on the Bed and Breakfast Forum. Read Christopher Elliott's "Bothered & Badgered at B&Bs" at CNN.com. Elliott also wrote a pro-B&B column for ABCNews.com several years ago. About.com Poll Do you believe there's a backlash against bed and breakfasts? Yes No Not Sure Current Results

Elliott's experience unfortunately was exacerbated by staying at the same inn for three consecutive weekends. It's not much of a stretch to guess that the innkeeper took this as a sign that a friendship was blossoming and felt more comfortable doling out unsolicited and unwanted personal advice.

Finally, Elliott quotes the president of a public relations firm who felt out of place when an innkeeper chastised her for not being part of "the mix-and-mingle atmosphere." Again, this should never happen. Guests are perfectly capable of deciding when and where they'd like to interact with other guests. This isn't summer camp, where everyone has to participate in every activity.

It's interesting that Elliott was the one to write this column since he praised bed and breakfasts just two years ago in an ABCNews.com piece about a business traveler who found joy in B&Bs: "He liked the intimate atmosphere, the home-cooked cuisine, and the friendly staff members who always called him by name ... There were always plenty of people to talk with. (emphasis added)."

In that ABCNews.com article, Elliott explained that his own then-appreciation for B&Bs emerged out of a stay at the Sardy House near Aspen, Colo. "Now I stay at a bed and breakfast whenever it’s possible," he said.

At the time, Elliott also recognized that B&Bs don't always offer the most privacy to guests, relating stories of loudly creaking floors, thin walls between rooms, and an overly affectionate house cat. His conclusion at the time: "Still, these are minor inconveniences in the overall scheme of things. Given the choice of tolerating the occasional quirkiness of a B&B and staying in a shrink-wrapped box, the inns have it."

Obviously, his views have changed. And it's evident that just a few bad experiences can drive a formerly loyal customer away. Innkeepers would do well to keep that in mind 24 hours a day.

Navigate this article:
B&B Backlash? (Introduction)
Why Christopher Elliott is Wrong
Why Christopher Elliott is Right
Where To Go From Here
Interviews with Christopher Elliott and Pat Hardy

Have an opinion about Elliott's column? Share it in the Bed and Breakfasts Forum.

---

Article Archive
Links to the complete library of bed and breakfast features.

Special Offers and Discounts
Discounts offered by innkeepers around the world.

Subscribe to the Newsletter
Name	Email