Here’s Little Story 8 of 13. Each considers (some of) why, I think, Old Post Office Riverside Holiday Cottages have spiking occupancy and 95% perfect 10/10 reviews.
7. Redefining and undermining industry norms.
‘Sounds a bit stern, doesn’t it? ‘Redefining and undermining industry norms’.
What I really mean is,
Learn best practice across your industry. Then mirror the very best of it yourself. Then say, and act on, this sentiment. Nah. Not good enough. We can do better.
Examples in hospitality.
1. Dog Friendliness. Mostly bollocks. The industry norm is Dog Tolerance.
2. Cancellation Policies. Mostly a complicated, arbitrary, exploitative and unexplained punishment.
3. Pricing Policies. The norm is often, ‘You can only get it right here, right now. So we’ll charge you 10x supermarket prices’. At Old Post Office, we have EV Charging on-site. The fee is always below ‘out there’ fees. Not above.
4. Thoroughness. Not thinking, ‘what facilities and consumables would our guests desire and value during their stay’. The norm instead being, ‘what’s the minimum we have to provide to get away with it’. An example is those shit little £10 white kettles. Yes it’s a kettle. But it’s also ‘it’ll do’ shit.
5. Playing the Long Game. If a guest smashes a cafetière whilst washing it, what do you do? Charge? Let them off? I let them off. Because we’re looking for a long term relationship, not – as can be the norm – short term profiteering.
6. Early Check-in, Late Check-out Charges. If a cottage is ready early, or there’s a late check out opportunity, we’ll let the guest know and – for no cost – they can check in early or check out late. I don’t see this as a revenue stream opportunity. It’s an experience heightening opportunity.
7. Complaints. Old Post Office has been around for 4 years. Just once in that time, our online booking system failed, and two ladies turned up for a two night stay, when only one night was available. Someone else was due to check-in on ‘their’ second night. We refunded the two nights (100% of the fee), they stayed the first night (for free) and we offered them any second stay at 50% off. Then, we asked them if that was acceptable. They said yes. The norm is very often, ‘sorry there’s nothing we can do’. There’s always something you can do.
ENDNOTE.
If you want your business to be known as ‘normal’ – do ‘the norm’.
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I’ll post 10 times throughout November 2026, about Old Post Office Riverside Holiday Cottages.
Because occupancy is spiking, the first 30-odd reviews in 2026 were a perfect 10/10 and 95% of ALL reviews (500+) are a perfect 10/10.
If you have holiday cottages, or want to have holiday cottages, this might help.
Please repost and tag if anyone you know might want to read the series throughout November 2026.
Thank you. And Merry Christmas.
Mychael.
Website: www.oldpostoffice.co.uk