:

    • All advice and support

      Start your business

      • All start your business
      • Legislation
      • Measure your progress
      • Pricing strategies
      • Set up a business

      Improve your business

      • All improve your business
      • Create an inclusive business
      • Deliver a quality experience
      • Partner support opportunities
      • Understand your customers

      Grow your business

      • All grow your business
      • Funding opportunities
      • Online booking systems
      • Reach new markets
      • Sell with travel partners

      Promote your business

      • All promote your business
      • Create good content
      • Manage your social media
      • Manage your website
      • Marketing opportunities

      Sustainability

      • All sustainability
      • Create a climate action plan
      • Improve your sustainability
      • Measure your climate impact
      • Net zero and sustainability
      • Promote responsible tourism

      Support by sector

      • All support by sector
      • Accommodation
      • Active and outdoor
      • Events and festivals
      • Food and drink
      • Visitor attractions
  • Training and events
  • Contact us

Welcome to the new Business Support Hub. Please use this form to provide any comments or suggestions.

Feedback form
  1. Home
  2. Advice and support
  3. Support by sector
  4. Accommodation
  5. Serviced accommodation - best practice

Serviced accommodation - best practice

15 minute read • Last updated: 25 February 2025

Whether you operate a two-bedroom B&B or a larger guest house or inn, you need to be offering high standards across all aspects of your business including enticing and informative marketing, and exceptional customer service, through to a well-appointed and immaculate property.

As the host you have a wonderful opportunity to engage with your guests on a more personal level, offering the warm welcome, local knowledge and homely atmosphere that this sector is renowned for. Adding those unique touches like home baking or recommending hidden gems that only a local would know, really can make a lasting impression.

Find out more about how to offer an experience that will make your guests more likely to recommend and return in future.

In this article:

  • Allowing guests to book with confidence
  • Customer service
  • Accommodation standards

Allowing guests to book with confidence

Whether a guest is considering booking your accommodation for the first time, or requires assistance with an existing booking, the information and service you provide online and through direct contact is a vital part of the overall experience.

Online information

A strong online profile and presence through your website, social media channels and booking platforms is fundamental. Consistent information and high-quality content means that guests should know exactly what to expect.

For example:

  • accessibility (include floor plans and/or an accessibility guide)
  • parking availability
  • wifi and TV availability
  • breakfast arrangements

Clarity on whether you offer continental or cooked breakfast and whether you provide evening meal is crucial. If you do not provide any breakfast or dining, your website should be clear as to what options are located nearby.

It is also important to include information on local attractions, eateries, and public transport. Make it as easy as possible for guests to see how much there is to see and do in the area, potentially leading to longer stays.

Remember your website and social media are windows into your property. Use high quality images of all aspects of the property, including your breakfast offering.

For more advice on websites, social media and the use of imagery take a look at our guidance on how to promote your business.

Provide a seamless booking experience

Give guests confidence in your business with a clear and transparent booking process regardless of whether they might be booking direct or through an online travel agent.

What to have on your website

  • Terms and conditions visible prior to the booking being made, with clear guidance around cancellations, irrespective of how the booking was made.
  • List of specific add-ons and payment methods, eg room only, advance purchase, or flexible payment.
  • Up-to-date availability calendar allowing for simple phone and online bookings.
  • Secure online booking system that takes bookings without your personal interaction (unless requested) 24/7, allowing transactions from anywhere in the world.

After a booking is made

  • Set up automated confirmations of bookings with all relevant details including dates, prices, check in / out times and terms and conditions.
  • Provide receipts for every payment made and send appropriate reminders if a full balance payment is required (eg a week before the payment is taken).

Further guidance

For information on online booking systems and more, check out our page on making your accommodation online bookable.

Customer service

The hospitality and service you deliver to guests throughout their stay is hugely important.

  • Before the guests arrive

    Once guests have booked, respond to any queries quickly, and proactively offer additional services. This can make a real difference, especially if the booking has been made several months in advance. It will enable guests to arrive at your property with a positive outlook and ready to enjoy their stay.

    • Follow up the automated booking confirmation email with a personal email from the business thanking the guest for their booking. This provides reassurance and gives you the opportunity to offer advice on planning their stay and answer any queries they may have.
    • Send a pre-arrival welcome email to all bookings 1-2 days before their reservation to remind them and offer help with booking meals, attractions or activities and giving personal recommendations.
    • Tell guests about any likely disruptions due to bad weather or roadworks in your area and ask that they get in touch if their anticipated time of arrival changes significantly.
  • Arrival and departure

    The warmth of welcome and farewell you provide as a host can leave lasting impressions on guests, which can lead to repeat business and word-of-mouth recommendations.

    Examples of best practice examples for arrival

    • Meet guests at the car (if appropriate) and offer assistance with luggage.
    • As the host, lead the conversation, introduce yourself and use the guests’ names.
    • Provide orientation of the property in an efficient manner, bearing in mind guests may want to just settle in after their journey.
    • If pre-ordering breakfast is required, leave a form in the room for guests to fill out in their own time. This can be less intrusive than having to complete at check-in; you can ask for the completed form to be left in reception that evening.
    • Have the rooms ready for their arrival, pre-heated in the winter, or well-ventilated with open windows in the summer. Consider leaving a welcome card, gift, or letter in the room.
    • If applicable, offer refreshments and home baking in the lounge (by the fire in the winter) or to the bedroom if the guest prefers.
    • Where dinner is not offered onsite, give suggestions on where to eat with menus if available. You could also offer to reserve a table at one of the local restaurants on behalf of guests, offer a lift to the local restaurants and/or provide taxi information.

    Examples of best practice for departure

    • Anticipate guests’ departure, with any invoices/receipts pre-prepared.
    • Show genuine interest in your guests, checking if they have enjoyed their stay and offering advice for onward travel.
    • If appropriate, offer assistance with taking luggage to the car.
    • A parting gift can be the final surprise element, eg a branded pen or small packet of homemade tablet.

    It can be good practice to keep in touch with guests following their departure. Take a look at further advice on customer service for ways to do so and the benefits it brings to your business.

  • Dining and breakfast service

    Whether you are a small B&B offering continental breakfast only, or an inn providing an evening dinner service you need to offer high standards of hospitality and attention to detail so that guests relax and enjoy the experience.

    Best practice if offering dining service

    • Cater for groups travelling together and ensure they can be seated together or at adjacent tables.
    • Set all tables for reservations ahead of time. Acknowledge guests promptly and show them to their table.
    • Fully explain the service style, any daily specials and menu, and take a drink order (if applicable).
    • Display high standards regardless of the style of service. This includes setting tables appropriately for each course, accurately taking orders, confirming dishes and drinks when serving, satisfaction checks and clearing finished crockery and glasses promptly after each course.
    • Deal with any payment and charges to room accounts efficiently and accurately.

    Best practice for breakfast service

    • Offer a warm welcome to the breakfast room, personalising the approach by use of guests’ names and a little conversation to put guests at ease.
    • A plated breakfast service should be delivered to the same standard as dinner service, with offers to top-up hot drinks and toast.
    • If offering a buffet service, be on hand to replenish items and keep the whole area clean and inviting.
    • If offering an in-room continental, ensure items are within use-by dates and replenished daily.

Accommodation standards

Whatever the style or concept of your accommodation, all of your public areas need to show the same commitment to quality.

Visitors relaxing in guest lounge of B&B

White Rose Tower B&B

© Scotland's Best B&Bs

Décor and furnishings

Style and taste are of course subjective, however investing in high quality items will likely mean they hold their condition longer.

Examples of best practice

  • Even at full occupancy, well thought out and coordinated accommodation should provide a sense of spaciousness and relaxation.
  • All rooms should be well designed and decorated to a professional finish.
  • Furniture, fixtures and floorings should be durable, but with thought given to comfort and ease of cleaning.
  • In high-traffic areas, consider a more robust commercial quality of carpeting or flooring.
  • An easily washable flooring should be used in bathroom areas, such as wood, laminate or vinyl.
  • Fit splashbacks to protect décor and for ease of cleaning in bathroom areas.

Top tip: Overseas guests love local history, so tell yours with original artwork or photography showing the story of your property, or local area.

House interior Nithbank Country Estate

Nithbank Country Estate

© VisitScotland/PRImaging

Lighting, heating and ventilation

You want all your guests to feel comfortable. This isn’t easy as we all have different ideas about what we require to relax, however paying attention to controllability and variation is key to creating a comfortable environment for your guests.

Examples of best practice

  • Aim to offer guests the ability to control and vary the lighting, heating and ventilation in their rooms.
  • Maintain a consistent and comfortable ambient temperature, with an instant and controllable source in public areas. This is particularly important in function areas where the number of guests can fluctuate and impact on the temperature.
  • Protect rooms against weather, noise, and light with substantial curtains or blinds.
  • Use shades and diffusers to filter direct sunlight and heat impact where required, eg if breakfast is served in a conservatory area.
  • Focus easily accessible lighting options around tasks and activities:
    • bedside lamps for reading
    • task lighting for desks and dressing tables
    • integrated lighting for wardrobes
    • overhead dimmers for ceiling lights
    • bright bathroom mirror lighting, with integrated de-misting function
  • Ensure windows are easy to operate, with vents for airflow. For some rural areas, provide midge screens for windows.
  • Install quiet and well-concealed ventilation and air conditioning units. If air conditioning is not installed, provide cooling fans for those hot summer months.
  • In bathrooms, install effective no-noise extractor fans which can be isolated so that lighting can work independently. They could operate via a timer function or sensor control such as humidity detector function.
  • Underfloor heating and heated ladder towel rails in bathrooms will enhance comfort.

For further information on being energy efficient and more, check out our guidance on how to make green improvements to your business.

Person making a bed

Bedroom housekeeping

Cleanliness and housekeeping

Cleanliness is crucial – it’s often the first thing a guest would notice if it’s not right. Focus on the highest standards possible in every area of your accommodation to avoid any negative feedback.

Areas that need focus should include

  • light fittings and skirting boards
  • under furniture and beds
  • corners and edges of rooms
  • cupboards and drawers
  • behind/under cushions and down the sides of chairs.
  • sanitaryware
  • extractor fans 
  • breakfast/dining areas

Remember to do a final check for stray hairs on all bathroom sanitaryware and fitments, and on bed linen before leaving the room.

Hospitality tray

  • Ensure kettle is left empty and cleaned inside and out.
  • All items replenished/replaced for maximum room occupancy.
  • All perishable items’ dates checked for near or past expiry.

If you employ housekeeping staff

  • Provide regular training and detailed expectations for all housekeeping staff to work to the same high standards.
  • Ensure well organised processes for cleaning and restocking of bedrooms and bathrooms between departures and check-ins, with the flexibility to manage early or late check-ins or larger group check-ins.
  • Owner/manager to carry out regular checks on standards (double checking laundry and towels from external laundries) and have additional deep cleaning undertaken on a weekly or monthly basis.

For further ideas on introducing standards around areas such as cleanliness, take a look at our page on setting product standards.

Looking across a river through trees to a guest house

Flowerbank Guest House, Newton Stewart

Exterior and grounds

How your property is presented on the outside can give an indication of the quality and standards your guests can expect to find on the inside.

Examples of best practice

  • Driveways and access roads should be in excellent condition with clear signposting.
  • Parking areas should be signposted, with clearly marked bays with sufficient turning space.
  • Availability of parking is appropriate for maximum capacity.
  • If access roads, drives, and parking areas are not in good condition, let your guests know in advance that they will need to drive accordingly.
  • Position lighting to provide a safe and secure entry for guests during night-time access and when unloading luggage.
  • Consider installing extra measures for the security of guests’ cars (eg motion activated lighting, CCTV, and coded access gates).
  • Schedule regular maintenance for the exterior of your property, including any grounds or gardens.
  • Display external decorative features eg flower tubs, creative lighting and outdoor furniture, matching the style, and quality of the property.
  • Keep refuse and recycling storage areas hidden or screened.

Bedrooms

The sleeping experience can often make or break a stay. You’ll want to offer the best beds and bedding possible, but don’t forget to pay equal attention to other practical details such as the availability and positioning of plug points.

Beds and bedding best practice

  • Whether divan base or bed frame, invest in sturdy construction with upholstered or solid wood headboards to coordinate with the base. It's good to opt for larger than standard size.
  • Mattresses should be of an exceptional quality, support, and construction (eg pocket sprung of over 1,000 springs or memory foam). Consider additional toppers of foam or feather to enhance the sleeping experience. This can be especially useful for zip and link beds to prevent a gap forming in the middle.
  • Provide exceptional quality duvet and pillows (if feather is provided then offer an alternative non-allergenic option). Pillows should offer the best support and include a choice of soft and firm for each guest. Duvets should be seasonal and offer variable togs or layers of options. Use larger duvets (eg a double on a single bed) for added luxury.
  • Use mattress and pillow protectors for hygiene.
  • Invest in 100% cotton linen bed sets with high thread count (Oxford bed sets ideally) with a coordinated approach to bed presentation. Quality control must be in place to ensure high standard of any contract linen.

Bedroom storage and facilities best practice

  • Taking into consideration average length of stay, have a range of storage and hanging options with clothes hangers of the highest quality, suitable for a variety of wardrobe items.
  • Provide a mirror with a plug point available nearby.
  • Include comfortable seating for maximum occupancy of the room, positioned for maximum comfort (eg viewing the television).
  • The hospitality tray offers the opportunity for a wow factor, from home baking to pod coffee machines.
  • Consider the quality of technology provision such as a strong wifi connection, large smart televisions and Bluetooth speakers.
  • The range of bedroom accessories should enhance your guests' experience, with your target market in mind (eg hair dryer and hair straighteners, in-room ironing facilities, etc).
  • Present in-room information in an easy-to-understand way, including wifi password and breakfast times, as well as information such as the history of the property and suggestions on where to eat.
  • Consider the provision and positioning of plug points, making them easily accessible by bedsides, dressing tables, and desks. Lamps with integrated USB ports are especially helpful for international guests, instead of adaptors.
Bathroom with complimentary products

Bathroom with complimentary products

Bathrooms

Bathrooms may vary in size and range of facilities, however clever use of space can make the best of smaller rooms, in terms of both design and function. Whatever your set-up, a bright, well-lit bathroom adds to the perception of cleanliness and hygiene.

Examples of best practice

  • An ensuite is generally expected, so if not provided for all rooms make sure bathroom arrangements are clearly advertised upfront and during booking.
  • Invest in a full range of luxury, design-led sanitaryware and fittings (eg mirrors, lights, radiators, and towel rails). Through regular cleaning and maintenance, you can keep these in excellent condition - pay particular attention to ensuring that grouting is fresh and stain free.
  • Ensure hot water is always available.
  • Any towels, robes, or accessories you provide should be of the highest quality possible. Quality control must be in place to ensure high standard of any contract towelling range.
  • The towelling range should be soft, thick, heavyweight and always look and feel like they're in excellent condition. Ideally use high-quality materials, such as Egyptian cotton, silk-cotton blends, or bamboo.
  • Offer a full range of toiletries - demonstrating sustainable business practices by using refillable vessels for soap, shampoo, etc. and local or Scottish toiletries (which can also add to the experience for international guests).

Public areas

All public areas of the property should reflect the quality standards and comfort levels aspired to within the bedrooms with an overall high standard of finish and coordination for maximum comfort and presentation.

Reception

The reception should be an easy-to-use area for guests to process check-in and check-out. Make sure you have sufficient flat surface space to complete any paperwork and easy access to a card machine.

Dining areas

In the dining room set each table with an exceptional standard of crockery (eg porcelain, bone china, custom pottery, 18/10 stainless steel cutlery, crystal or high quality glassware).

Provide ample space to seat guests comfortably with a certain degree of privacy, either in a single, or staggered sittings.

Don't forget to add high-quality accessories, such as salt and pepper mills, thick linen or cotton napkins, and decorative features, such as fresh flowers or other seasonal touches.

Lounges

Ensure lounges are warm, welcoming spaces. This can include a fireplace or wood stove, luxurious settees and armchairs, and ambient lighting.

Public toilets

If provided, ensure the same quality of fittings in public toilets with excellent toiletries and hand drying facilities that are suitable for high volume areas.

Other areas to consider

Depending on your market, provide a suitable secure area for guests to leave outdoor clothing and equipment to dry overnight, eg walkers, cyclists, golfers, anglers, etc.

Related pages

Camping and caravan parks – customer expectations and best practice

Find guidance on providing a high-quality camping or caravan park experience that meets customer expectations from booking through to departure.
Article
16 minute read

Hotels - best practice

Find guidance and examples of how to provide a high quality hotel experience that meets customer expectations from booking through to departure.
Article
15 minute read

Self-catering - best practice

Find guidance and examples of how to provide a high-quality self-catering experience meeting customer expectations from booking through to departure.
Article
16 minute read

Accommodation case studies

Our Tourism case studies on Glenegedale House, Newton Farm, Royal Highland Hotel and more offer insights into effective accommodation strategies.

Sign up for the latest advice

Sign up for the Business Support monthly newsletter to get the latest advice and tips straight to your inbox. We’ll keep you informed with up-to-date insights, case studies and best practice guides to help you start, improve or grow your business.
Get the Business Support newsletter

About us

  • Policies
  • Accessibility
  • Cookies
  • Website feedback
  • Glossary of terms

Our other sites

  • Business Events
  • Corporate
  • Media Toolkit
  • Travel Trade
  • Scotland is Now
  • VisitScotland.com

Find us on

Find us on

Brand Scotland

© 2025 VisitScotland. All rights reserved.