Customer loyalty is all !

A repeat guest who comes out with an international law delegation chooses to  stay here at Liz at Lancaster rather than with his colleagues at a 5 star hotel in Sandton. When he booked again I thanked him as always for his loyalty to us. His reply was:  ‘A familiar suite, comfortable bed, your wonderful underfloor heating … and you and your caring staff!: an oasis after 22 hours in the air!’   What a compliment, thank you Gordon. 

While 5 star hotels offer much that is very important to many guests – excellent in-room facilities for the business traveller, on -site bars and restaurants, gyms and saunas, 24 hour room service,  the international chic decor of a chain hotel which is the same the world over and so entirely familiar and predictable, etc.  But  even when cost is not an issue, many still prefer to stay at guesthouses where there is seclusion , privacy , direct access to a garden environment, a more informal environment  and with kitchenettes in the units ,  the flexibility to    prepare light meals ‘at home’.

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