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Even the smallest touches can make a big impact when it comes to guest satisfaction.
Based on their 2025 ALP Conference presentation, Peter MacLaren — owner and operator of West Hill House B&B in Warren, Vermont — and Rachel Paley — general manager at Saratoga Arms Hotel in Saratoga Springs, New York — share simple, high-impact ways innkeepers can go above and beyond for their guests.
We are very thankful to Peter and Rachel for sharing their insights with us. You can learn more about West Hill House B&B at westhillbb.com and Saratoga Arms Hotel at saratogaarms.com.
Our podcast is presented by the Frictionless Guest App, the digital concierge that helps your guests live like locals. To learn more, visit frictionlessguest.com.
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