Last week I was reminded once again about what I call "the innkeeper difference". One of the biggest reasons I love B&Bs is because of the great innkeepers you meet. Unlike at hotels, inngoers have the chance to talk with and get to know the exceptional people who own B&Bs. And innkeepers are in the business because they love people and they love to help their guests.

Last week, my computer ended up with a virus. I was staying at Barclay Cottage B&B in Virginia Beach, VA, and while co-owner Steve LaFond tried, he was unable to eliminate the virus. As luck would have it, a guest sharing the breakfast table overheard my computer lament and worked to eliminate some of the bugs, as he was a former IT guy. While it helped, my computer was still limping along, and I feared that I would be unable to use it for my meetings. Without hesitation, Marie LaFond, Steve's wife, immediately insisted that I take her computer and use it for my meetings. I couldn't help but think what a kind gesture it was, and that not one of the managers of all those boardwalk hotels would ever have considered such a generous offer.

Once at the meeting, I found I was unable to tune into the wi-fi signal with Marie's computer, so yet another innkeeper, Cheryl Michaelsen of the Berry Manor Inn in Rockland, ME, offered me her computer. Not only did Cheryl loan me the computer, but she set it up, insured that I had a wi-fi signal and checked on me throughout my sessions to be sure it was working okay. I was able to use it throughout the meeting, and credit my success to the generosity of not one but two innkeepers.

However, the exceptional kindness doesn't end there. It gets better. Rather than my going to the expense to FedEx Marie-Louise's computer back to them, Steve LaFond drove over an hour round trip to meet me at the airport and pick it up. WOW!

When is the last time a business owner you dealt with went so far above and beyond the call of duty to help a customer? It doesn't happen when you step on a plane or up to an airline ticket window. It doesn't happen when you check in to a Marriott or Hampton Inn. Innkeepers are exceptional customer service agents. It's fair to say they are the best in the travel industry at delivering service with a smile and with style. Suffice it to say that innkeepers made the difference between success and failure for my recent business trip. 

We at BedandBreakfast.com are constantly dismayed at atempts by corporately owned hotels and motels to emulate the B&B brand. Bed and breakfasts have been offering fabulous beds with high thread count sheets, pillow selections, handmade quilts and so much more for centuries. Suddenly, hotels are catching on to the B&B secret. First came Heavenly beds, then pillow libraries and bath butlers, and then the complimentary breakfast buffet, which we all know consists of toaster waffles, packaged danish, and if you're lucky some lukewarm yogurt and an over ripe banana. Interesting that we read recently in a Hotel Interactive story that Hilton Gardens plans to launch Big Day breakfasts, hailing healthy alternatives. Guests will be offered brisket hash with fresh kale, grilled whole grain bread and poached eggs served with oven-roasted sweet potatoes. When is the last time you ate kale for breakfast? 

The point is that B&Bs have a brand that chain hotels try but can't succeed in copying. While we know it's flattering that they try, it can't happen. B&Bs are independently owned, owner-operated small businesses, making them inherently and totally customer-friendly.  Innkeepers are able to cater to the needs of their guests and make changes without corporate approval, and they do that on a daily basis. This is what appeals to inngoers -- the individuality and total customer-service orientation of B&Bs. Dietary restrictions, chemical allergies, TVs in or out of the rooms are no problem for innkeepers. More importantly, B&Bs have cornered the market on amenities and bonuses for guests. When is the last time you stayed at a hotel and enjoyed a complimentary bottle of water without opening a mini-bar? When we start reading the headlines on hotels offering free mini-bar offerings, we'll know they've pulled out all the stops.

BedandBreakfast.com recently surveyed more than 1,400 innkeepers across the USA and found some enlightening insight that even USA TODAY travel writers marveled about. The survey showed that 70% of B&Bs offer high thread count sheets, and over 85% have feather beds, down comforters, or pillow libraries for guests. More than 76% of B&Bs offer in-room TVs; 56% have complimentary in-room DVD or video players and fee-free movies. Nearly 40% have iPod docking stations and/or computers for guest use. Best of all, 94% of B&Bs make free afternoon refreshments, wine and cheese and/or evening dessert for two available to guests. In fact, our survey found that when you total up all the freebies and amenities, travelers find a $175 savings for a two-night B&B stay, when you add in the $50 Vacation Bonus BedandBreakfast.com is offering for booking two night stays online through BedandBreakfast.com Online Reservations properties. To read more about the survey and debunk some of the B&B myths, read the press release in the BedandBreakfast.com Press Room.

OK, we admit that we in the B&B industry are a little sensitive about our brand being "Hiltonized". We know we have a good thing going, but you know what Eleanor Roosevelt said about flattery..."I once had a rose named after me and I was very flattered. But I was not pleased to read the description in the catalogue: no good in a bed, but fine up against a wall."