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I believe that a good impression starts from before their stay. I send a personalised email a couple of days after the guest has booked confirming their dates and giving them details of our nearest pub, local taxi numbers and asking if they have any special dietary requirements. I will also book taxis for them especially if they are an overseas guest. We try to be as flexible as possible and often allow an early check-in for weddings (which can mean a very tight turn around!). We have good local knowledge and can also email a longer list of local pubs and restaurants as well as help guests when they are staying with suggested walks, days out etc . There is also a comprehensive welcome pack in each room full of leaflets and we will loan our guests maps etc. We also offer guests fresh milk in a flask each evening when they return as it is so much nicer than UHT milk! Finally, we treat each guest individually and chat to some at length and others who don't appear to want that we respect their privacy. A number of our guests return on a regular basis, one couple we have even been out for a meal with! The key is being flexible in all aspects of hospitality.