£38-a-night hotel in Llandudno named second best in the UK for customer service

For any other £38-a-night family run hotel, being ranked alongside expensive five-star establishments as having the best customer service in the world would surely be viewed as a dramatic victory.

But for Carol-lynn Robbins and her husband Ian, the owners of the Lauriston Court Hotel in the north Wales seaside town of Llandudno, the accolade is distinctly run of the mill.

Their 11-bedroom hotel is today named second in the UK, seventh in Europe and 20th in the world for customer service by TripAdvisor – and it is only the latest in a long line of awards it has won from the traveller reviews website.

Last year Lauriston Court was named as the best hotel in the world in the same category, and Mrs Robbins admitted that finishing second in the UK this year to the sumptuous Egerton House Hotel in London’s Knightsbridge came as a bit of a let down.

The owners of the Lauriston Court Hotel, Ian and Carol-Lynn Robbins The owners of the Lauriston Court Hotel, Ian and Carol-Lynn Robbins

“Yes, it is a little bit disappointing, but when you look at the hotel that came first there’s no way that we can compete with that,” she told The Independent. “They charge between £350 and £500 a night, and I read that they’ve got two staff per guest plus a butler. So I think we’ve still done ourselves proud to be able to come second.”

So what is the couple’s secret? Mrs Robbins points to her previous job as a nurse, saying she finds it “very easy to engage with people”, while her husband has spent a lot of time studying the best way to secure parking places for guests on the town’s crowded seafront.

“Because our hotel is small it’s very personal,” says Mrs Robbins. “We know many of the guests because they’re returning, and we pay attention to the detail. We try to anticipate what people may need – and we just love the job and love the place. Our place isn’t posh, it’s just lovely.”

Last October, the couple even acted as witnesses at the wedding of two of their regular guests. Mr Robbins was the chauffeur, taking the bride to the local registry office and making the groomsmen’s button holes, while his wife was employed as the official photographer.

But Mrs Robbins admits there is another reason that their modest hotel has finished so high up the TripAdvisor rankings in the four seasons that it has been open: impressing upon guests the importance of leaving reviews. She says the couple “embraced it from day one”, asking guests to put their compliments online and responding personally to each of them who did.

The Egerton House Hotel came top of the list of best hotels in the UK for service The Egerton House Hotel came top of the list of best hotels in the UK for service

Elsewhere in Britain, it seems that the South of England is the place to go for hotels with the best customer service. 14 of the top 25 were located below the M4 corridor, with the South West boasting more than any other region with seven.

Morocco and the US earned the most wins in the global category with four hotels each in the top 25, followed by Vietnam with three. The best of all was Marrakech’s Riad Kheirredine, a small boutique hotel with only seven rooms and a stunning roof terrace.

TripAdvisor spokesman James Kay said: “The fact that our UK award winners range from bargain hotels through to luxury five-star establishments shows that great service isn’t always predicated on price.”

The Independent travel offers: Discover a world of inspiring destinations

Voices
On the last day of campaigning before the polling booths open, the SNP leader has written to voters in a final attempt to convince them to vote for independence
voicesIs a huge gamble on oil keeping the First Minister up at night?
Life and Style
tech

Apple has been hit by complaints about the 1.1GB download

Arts and Entertainment
Liam Neeson said he wouldn't
tv

Liam Neeson's Downton dreams

Sport
A 'Sir Alex Feguson' tattoo
football

PROMOTED VIDEO
Have you tried new the Independent Digital Edition apps?
Arts and Entertainment
Ben Whishaw is replacing Colin Firth as the voice of Paddington Bear
tv

Thriller is set in the secret world of British espionage

Life and Style
life

Life and Style
fashion

Bomber jacket worn by Mary Berry sells out within an hour

Arts and Entertainment
Actor and director Zach Braff
tv

News
i100
Arts and Entertainment
Rosalind Buckland, the inspiration for Cider with Rosie died this week
booksBut what is it like to be the person who inspires a classic work of art?
News
i100
Arts and Entertainment
The former Doctor Who actor is to play a vicar is search of a wife
film

Matt Smith is set to join cast of the Jane Austen classic - with a twist

Travel
ebookHow to enjoy the perfect short break in 20 great cities
Arts and Entertainment
Pointless host Alexander Armstrong will voice Danger Mouse on CBBC
tv

Much-loved cartoon character returns - without Sir David Jason

Arts and Entertainment
tv

Arts and Entertainment
Meera Syal was a member of the team that created Goodness Gracious Me
tv

Actress to appear in second series of the hugely popular crime drama

Arts and Entertainment
tvReview: An undercooked end (spoiler alert)
Life and Style
i100

Independent Travel Videos
Independent Travel Videos
Simon Calder in Amsterdam
Independent Travel Videos
Simon Calder in Giverny
Independent Travel Videos
Simon Calder in St John's
Independent Travel Videos
Latest stories from i100
Have you tried new the Independent Digital Edition apps?
Independent Dating
and  

By clicking 'Search' you
are agreeing to our
Terms of Use.

ES Rentals

    iJobs Job Widget
    iJobs Travel

    IT Administrator - Graduate

    £18000 Per Annum: Clearwater People Solutions Ltd: ***EXCELLENT OPPORTUNITY FO...

    USA/Florida Travel Consultants £30-50k OTE Essex

    Basic of £18,000 + commission, realistic OTE of £30-£50k : Ocean Holidays: Le...

    Marketing Executive / Member Services Exec

    £20 - 26k + Benefits: Guru Careers: A Marketing Executive / Member Services Ex...

    Sales Account Manager

    £15,000 - £25,000: Recruitment Genius: A fantastic opportunity has arisen for ...

    Day In a Page

    Mystery of the Ground Zero wedding photo

    A shot in the dark

    Mystery of the wedding photo from Ground Zero
    His life, the universe and everything

    His life, the universe and everything

    New biography sheds light on comic genius of Douglas Adams
    Save us from small screen superheroes

    Save us from small screen superheroes

    Shows like Agents of S.H.I.E.L.D are little more than marketing tools
    Reach for the skies

    Reach for the skies

    From pools to football pitches, rooftop living is looking up
    These are the 12 best hotel spas in the UK

    12 best hotel spas in the UK

    Some hotels go all out on facilities; others stand out for the sheer quality of treatments
    These Iranian-controlled Shia militias used to specialise in killing American soldiers. Now they are fighting Isis, backed up by US airstrikes

    Widespread fear of Isis is producing strange bedfellows

    Iranian-controlled Shia militias that used to kill American soldiers are now fighting Isis, helped by US airstrikes
    Topshop goes part Athena poster, part last spring Prada

    Topshop goes part Athena poster, part last spring Prada

    Shoppers don't come to Topshop for the unique
    How to make a Lego masterpiece

    How to make a Lego masterpiece

    Toy breaks out of the nursery and heads for the gallery
    Meet the ‘Endies’ – city dwellers who are too poor to have fun

    Meet the ‘Endies’ – city dwellers who are too poor to have fun

    Urbanites are cursed with an acronym pointing to Employed but No Disposable Income or Savings
    Paisley’s decision to make peace with IRA enemies might remind the Arabs of Sadat

    Ian Paisley’s decision to make peace with his IRA enemies

    His Save Ulster from Sodomy campaign would surely have been supported by many a Sunni imam
    'She was a singer, a superstar, an addict, but to me, her mother, she is simply Amy'

    'She was a singer, a superstar, an addict, but to me, her mother, she is simply Amy'

    Exclusive extract from Janis Winehouse's poignant new memoir
    Is this the role to win Cumberbatch an Oscar?

    Is this the role to win Cumberbatch an Oscar?

    The Imitation Game, film review
    England and Roy Hodgson take a joint step towards redemption in Basel

    England and Hodgson take a joint step towards redemption

    Welbeck double puts England on the road to Euro 2016
    Relatives fight over Vivian Maier’s rare photos

    Relatives fight over Vivian Maier’s rare photos

    Pictures removed from public view as courts decide ownership
    ‘Fashion has to be fun. It’s a big business, not a cure for cancer’

    ‘Fashion has to be fun. It’s a big business, not a cure for cancer’

    Donatella Versace at New York Fashion Week