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We are expected to be completely accessible to our guests but Booking.com do not even have a customer service centre to assist us...their guests!
We run a Self Catering Cottage in the Country. We have found that Attention to detail is one of the most important things you can focus on. We try to add all the little touches that genuinely make it feel like a Home from Home eg lovely ground coffee and all the utensils we could not do without in our own home. We also make our own range of toiletries for the bathrooms. We provide little extras like a lovely bowl of fruit on arrival and a jar of assorted snacks, fresh milk, tea coffee etc so they always have something available until they have time to shop. When a guest books, when we acknowledge their booking by return mail, we always offer to do any shopping they may require for arrival and although they don't always take you up on the offer, it always seems greatly appreciated.
We occasionally stay at the Cottage ourselves to make sure that everything is working as it should and there are no noisy water pipes, rattling windows etc that may irritate the guests. It also gives us the opportunity to see that everything the guest may require is there. We also add things to ensure that returning guests see a change or addition.
We also feel strongly that you need to respect your guests and treat everyone the same and as though they are the most important guests you have had. We feel that respecting their privacy is also paramount to making them feel comfortable and at home. We try to be as flexible as possible with guest special requests and requests for early/late check ins etc.
Lastly, Cleanliness is absolutely paramount. We do all cleaning ourselves and take no chances at all. However if you have more rooms and are not able to do that, would always check to ensure that things are they way you expect them to be.