Friday, 18 January 2013

‘Best service’ hoteliers at Lauriston Court Hotel, Llandudno


HOTELIERS at a cosy, eleven-room guesthouse have had 20,000 hits on their website in 48 hours amid global demand for a room after offering “the best service in the world”.
The flurry of interest was sparked after their guests’ feedback was so positive that the TripAdvisor website dubbed their service the best bar none.
The accolade stunned hoteliers Carol-Lynn and Ian Robbins at The Lauriston Court Hotel on North Parade, Llandudno but their phone has hardly stopped ringing.
Ian, 49, said: “The phone calls for bookings haven’t stopped, even up to 12.30am at night.
Ian, a former kitchen fitter at Magnet in Mochdre, and Carol-Lynn, an ex-community nursing sister in Llangollen and Wrexham, used to be restaurateurs in Denbighshire.
And Ian said: “We’ve even had people from 20 years ago, who knew us when we ran a restaurant in Llangollen, ringing us up to say ‘Congratulations’.
“It’s great for Llandudno.
“It has put Llandudno well and truly on the map.”
Ian, who took over the Lauriston with wife Carol-Lynn in December 2010, is passing enquiries on to other hotels.
“We’re sharing the bookings with The Wellington next door and the Elm Tree Hotel.”
On hearing the best service accolade this week, based on grateful guests’ feedback, Carol-Lynn, 57, had said: “I was shocked. We don’t feel any competition from anyone.
“We just do our own thing. We’ve both come from people-centred occupations – Ian in retail and me in nursing. So we’re used to dealing with people.
“When they ring up, it’s not just about what the customers say, it’s about anticipating their needs.”
The Mayor of Llandudno Cllr Myra Wigzell, who stayed at the hotel with her husband Maurice on Wednesday, was impressed with the service at the Lauriston Court.
Anita and James Claridge run the Wellington Hotel on North Parade.
Anita said: “The people at the Lauriston Court have been absolutely great in sending people to us.
“They deserve their success and we are 24th best for service in the TripAdvisor ratings so we are very proud of that.”
Yesterday Esther Roberts, North Wales Tourism managing director, was thrilled with the success of the Lauriston Court Hotel.
She said: “It’s just what we need – a positive story this winter and in these difficult economic times. Customer care is so important and it shows that if you’re willing to go that extra mile in providing excellent service then you can reap the dividends. The Robbins have been on breakfast TV, radio and national and regional newspapers and it will have a great effect in both the short term and the long term.
“You can’t buy that sort of publicity. It is brilliant news not only for Llandudno and the other hotels there but for North Wales in general.”