The great Tripadvisor debate

Whenever groups of hoteliers get together for a chat, one subject which is almost sure to come up is Tripadvisor.

For those who aren't familiar with Tripadvisor (and that won't be many of you), it is an international website which allows hotel guests to post reviews of their recent hotel stays, and rate their stay by providing scores for value, location, sleep quality, rooms, cleanliness, service, and overall experience.

Tripadvisor's credentials are pretty impressive. According to their statistics, they get over 60 million unique visitors a month to their website, and receive an astonishing 60 user contributions every minute.  And they say that they are the largest travel website in the world. Tripadvisor has grown rapidly to the point where they are the first port of call for many who are planning a hotel stay.
 
But for hoteliers as a whole, their attitude to Tripadvisor is, let's say, mixed. That's understandable. It can be devastating to receive a negative review, particularly for the smaller hotels for whom their hotel is their life, their living,  and often their home too. But equally, it is tremendously uplifting to receive a positive review.

At Mill End, we are very appreciative of the reviews we receive via Tripadvisor. You can read reviews of Mill End by clicking here

Firstly, the reviews we receive are overwhelmingly positive. We are consistently the second-highest rated hotel in our area - and since the number one slot is occupied by one of the UK's finest hotels, we are just about content with our second place!

Secondly, the reviews we receive consistently highlight not only the delights of our hotel, our rooms, our stunning local environment, but perhaps most importantly the welcome and service provided by our team - and the hotel business is, above all else, about customer service, and the environment created by our team.

And finally, customer feedback is always a gift.  Positive feedback helps us to affirm that we are getting things right - and is very motivational for our hard-working team.  And on those rare occasions where feedback suggests we haven't got things right, we can target improvements for the benefit of future guests.

But we have one request to Tripadvisor.  The current system allows contributors to leave their comments anonymously, and that doesn't feel quite right. We've heard some awful stories about hotels which have received negative comments which, it would seem, are from "guests" who didn't even stay at their hotel.  These comments could be from less-than-scrupulous competitors, or from anyone who happens to have a grudge for whatever reason.  This undermines the hotel trade's relationship with Tripadvisor, provides unrepresentative information for genuine Tripadvisor users, and is entirely fixable if Tripadvisor were to insist that all reviews were submitted on an attributable basis.

But back to Mill End.  We always embrace customer feedback. If something isn't right, please tell us there and then as there is every chance we can fix it for you.  And if we meet or exceed your expectations, which is hopefully most of the time, please share your pleasure with Tripadvisor so that others can share in it too!

Westcountry Tourism in Good Health?

Nearly 200 tourism leaders from across the West Country gathered at Exeter's impressive Westpoint Arena yesterday for the second annual Westcountry Tourism Conference.

Events like this are a great opportunity for like-minded businesses - hotels, tourist attractions, self-catering providers and destination marketing organisations - to meet and hear the latest developments in their sector.  But, just as importantly, these gatherings are a good test of mood in the tourism sector.

The day started with a few key statistics.  2012 was a mixed bag as far as UK domestic tourism was concerned, with an overall 3% decline in visitor numbers, but with the large cities faring slightly better than the traditional rural hot-spots.  No doubt the Olympics had a part to play in this.

But a dive into the more "qualitative" data behind the hard numbers reveals an interesting fact. The domestic tourism sector has seen underlying growth over recent years - the so-called "Staycation" effect.  And the research shows that the underlying growth in domestic tourism over recent years has been about people actively choosing to holiday in the UK - because they want to, not for financial reasons.

So that is good news for the UK, and good news for hotels like Mill End and destinations like Dartmoor.  But we must, and will, continue to meet and exceed the expectations of domestic (and overseas) visitors by delivering a top quality experience.

Talking of quality, the conference programme also included a top-notch presentation by highly respected travel journalist Sally Shalam.   UK domestic tourism is a speciality of hers, and there's not much she doesn't know about the sector.  Sally entertained and informed delegates with her own list of "loves and hates" about UK destinations and accommodation.  As a sector, there is much that we do well, and much upon which we can improve (which is good news, as constant improvement is the lifeblood of any successful industry).  But the key theme was one of attention to detail.  Attention to detail in every sense, whether it's the little extra touches provided when a guest arrives at a hotel, or the attention to detail in ensuring that photography on websites does justice to the product it is portraying.  We all enjoyed the marketing photo of a beautiful, ancient UK town, which included a carelessly-left overflowing litter bin in mid-shot!

Everyone who attended the conference learned a lot, made new contacts, caught up with old friends, and came away with a long "to-do" list.  The economic climate isn't great, but the West Country's tourism businesses can grow their slice of the tourism cake by getting quality right, by delivering great experiences in great natural environments, and by collectively doing a great job of marketing the region.  The delegates were asked who was looking forward to the challenges of 2013 - the unanimous show of hands said it all.

Romantic Liaisons

Valentine's Day approaches, and the more romantic amongst you may already have planned a treat for your loved one.

But if you are looking for inspiration, we have some for you.

A romantic escape, whether for a candle-lit dinner-a-deux or a night or two away, starts with a romantic location.  Dartmoor at this time of year is a seductive place.  A chill in the air, but hints of winter sunshine.  Mellow morning mists, and deliciously early sunsets.

You'll find Mill End on the outskirts of the ancient stannary town of Chagford, in a quiet riverside setting surrounded by trees, and just a stone's throw from the wilds of Dartmoor.

Our Valentine Dinner is an intimate and romantic affair.  Fireside canapes to begin with, then three delicious courses in our restaurant.  You can book dinner on-line, or call us on 01647-432282.

View our Valentine Dinner menu, or book on-line

If you can escape a little longer, we have a one or two-night Valentine Break.  One night (including 14th February) is £110 per person, and two nights £180 per person.  This includes:

• Accommodation in a double or king-size room (we'll upgrade you if possible)
• Full breakfast each morning
• A delicious candle-lit dinner each evening, including fireside canapes

We'd be delighted to welcome you to Mill End for Valentine Break (or just for dinner).  Call us on 01647-432282

Three delicious courses at a very tempting price, served from 12 noon until 2:30pm, Monday to Saturday.

£17.50 (or £15.00 for two courses)

It’s best to book – call us on 01647-432282 or book your table on-line

Alternatively, see our full Daytime Menu featuring a tempting selection of sandwiches, salads, omelettes and main dishes

Chef’s soup of the day with warm home-made bread

Classic moules marinières made with River Exe mussels

Home smoked chicken Caesar salad

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Deep dish steak pie in rich red wine gravy with new potatoes and fresh vegetables

Pan fried skate wing, lemon and caper butter with smoked creamed potatoes

Red onion and goat’s cheese tart with a smoked tomato dressing

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Sticky toffee pudding

Dark chocolate tart with vanilla ice cream

Home-made ice creams

 

Good news for golfers!

Many of our guests enjoy a round or two of golf at one of our splendid local courses when they stay with us at Mill End. Devon is Heaven for golfers, with many top-quality courses to choose from.

If golf is your passion, we would highly recommend 18 holes at Bovey Castle, just 5 miles from Mill End – and we are delighted to have agreed special terms for Mill End guests.
>>> Click here for more details

Mill End - a country hotel on Dartmoor www.millendhotel.com

Events at Mill End

It's been a busy Summer so far here at Mill End, and it's been an absolute pleasure to welcome back many frequent guests, and to see so many people sampling the pleasures of Mill End for the first time.
We've been busy working on plans for a few events over the coming months.  A fabulous Christmas House Party, a Country House New Year, a very special Taste Weekend focusing on fine seasonal game, and a fascinating Foraging Weekend which will include a visit to the seaside for a bit of shoreline foraging!
For more information on all our up-coming events click here

Mill End - a country hotel on Dartmoor - www.millendhotel.com

Chagford Show

Great to see so many people at last week's Chagford Show (even though the weather could have been a little better!).  As always, the show was packed with things to do and see, and prize-winning animals of every description.  Chef Wayne put on an excellent show on our stand, with tasters of his divine tomato consomme going down a treat!  

Don't forget, there is still time for a late-Summer escape to Mill End.  The weather is mild, the welcome is warm, and this is a great time of year to explore along the riverbank and onto the moor.  For late-Summer availability call us on 01647-432282 or book on-line

Mill End - a country hotel on Dartmoor - www.millendhotel.com