We got an email from Booking.com asking us to post in the Partner Forum and give some insight as to why we get consistently excellent reviews.
The word "consistent" is part of our formula. Here is what we pay attention to re: service, and what we offer the guests:
We consistently meet guest's individual needs (which is easy for us because we are four-bedroom B&B).
We offer excellent concierge services; we have free laundry for guests (with guidelines); a hot tub; and use of the kitchen (with guidelines). Guests who are here for several days enjoy these amenities. Plus it feels more like home.
We serve an outstanding two-course breakfast (hot). We offer the guest a choice of breakfast time between 7-10am.
We communicate with the guests right form the start. We let them know what they can expect of us, and we let them know what we expect of them. That way there are no surprises for either side.
In a nutshell: personal service; excellent amenities; beautiful surroundings.