June 2015

June 2015
Have you been to the library lately? No need to go to the local “Carnegie” – try the PAII onfile
library under the Resource tab on the paii.org website. Need a refresher on ADA and service
animals at your inn? “…quite a variety of species came to be characterized by their owners as
service animals including pigs, horses, monkeys, snakes, lizards, birds and rodents. Dogs and
other animals that merely provide emotional comfort to their owners also have been characterized
as service animals.” So, what animals DO qualify as service animals under the ADA and are to
be welcomed at your inn? Go to the PAII library! Thinking of hosting weddings at your inn?
There are 4 documents in the PAII library, from specific contracts to a 20 page document titled
The Wedding Planner – with invaluable innkeeper experiences, including a few (funny) cautionary
tales. You’ll also find PAII’s Position Statement on Short Term Rentals here – of course you
are welcome to use it as you address this issue in your area.
We are working on another resource for you – specifically the InnSales website. Adding your inn to the listing will become
easier with the assistance of a tutorial. As you may know, you may choose from 2 types of listings: the basic FREE
listing includes your contact information, a short description (250 characters max), one photo, drop pin on the map, all for
6 months. The premium $129 listing includes your contact information, a detailed description of the property and surrounding
areas, unlimited photos and any other documents or videos you’d like to add, drop pin on the map, link to our
Innsales Facebook page, all for 1 year. Either listing type is available to all innkeepers – it is not necessary to be a PAII
member. Please do hold off on placing your listing until I give the ‘official’ word that the site is ready to (easily) accept
your listing – thanks!
Google – we’re in. While there is a wealth of information stored on the PAII websites, until now it was not well known
just what information was most frequently sought out and what pages were the most visited. We’ve now installed Google
Analytics on all pages to track the number of visits, where they come from, and what type of device was used, etc. – all
those necessary tools to assist us in fulfilling your information needs and being a valuable resource to you.
I never would have thought of that! Check out “Innkeeper Hacks” about the innkeeper who puts the guest’s names on
their room door (a memento for all and especially honeymooners), or another innkeeper’s pre-printed self-check-in notes.
I’d rather not think about that – but when it comes to your B&B Inn’s reputation, you must. It can be overwhelming to
think about all those places on the web where information / comments about your inn can appear. Cloudbeds shows you
where you do need to look, what to look for, and why; we’ve also included an extensive list of Reputation Management
Links for you.
Likely you DO want to think about this: “How to Attract Business Travelers” – those guests who occupy your rooms
mid-week, often for multiple nights. Little Hotelier reviews what attracts business travelers – like meeting space, transportation,
convenience, and their in-room needs.
We’re very pleased that a number of articles in this news magazine are authored by your industry partners who
have already signed up for the 2016 PAII Innkeeping Conference!
-Continued on the next to last page
Professional Association of Innkeepers International (PAII)
295 Seven Farms Drive, Suite 236-C
Charleston, SC 29492 Phone: (856) 310-1102
http://www.innkeeping.org

The Secret Psychology Behind Getting TripAdvisor Reviews
Reviews on TripAdvisor and sites like it are the lifeblood of many small Inns and B&Bs today. More and more travelers
are relying on those sites to tell them where to stay, and a property that doesn’t have a strong presence on TripAdvisor can
find itself struggling to tread water. Conversely, for little to no cost a B&B with an otherwise weak online presence can
actually compete quite well simply by working to bolster its reviews.
However, while many owners acknowledge the importance of online reviews to their business, some are hesitant to ask
their guests to leave one. They feel as though it’s an inconvenience to travelers, or think it may come off as vain or selfcentered.
After all, it’s not polite to fish for compliments in conversation.
Some forget, or get too busy, or simply don’t understand the technology. Others actually didn’t like the experience, but
choose not to say anything because they don’t want to be mean. But the vast majority of people who don’t leave reviews
do so simply because they don’t understand that you want them to. Asking can still be nerve-racking, so here’s a little trick
to improve the chances that your guests will do as you ask.
At least once during just about every stay -- usually around breakfast or during checkout -- there’s a conversation that
starts with something like this: “Thanks so much, the room was great. Breakfast was delicious too…” This is a perfect
time to reply with something like “Oh, great! We’re so happy you enjoyed it. If you have a minute later on today or tomorrow
it would mean a lot to us if you’d share your opinion on TripAdvisor because those reviews help us so much.”

At the root of it all there is also the fear that they will ask and the guests won’t oblige, and that this somehow will be an
indicator that they are terrible innkeepers, and that they’ve made poor life decisions and that nobody likes them.
I spend a lot of time talking Innkeepers down off this ledge.
The reality is that reviews are not vain or an inconvenience. Your business relies on them in order to run and just like you
wouldn’t think of letting guests come and go without mentioning the bill, so too should you plan on talking to each about
leaving a review. Far from an inconvenience, most people love when their opinion is deemed important, and find the act
of writing a review to be lots of fun.
It sounds simple, and it is, though there’s some tricky psychology at work here.
You see, according to psychologist Ellen Langer humans are much more likely to comply with a request if they have a
reason for doing so. In 1978 she performed an experiment wherein a researcher would try to cut the line at a Xerox machine.
Approaching the queue they’d ask the people in front of them “Excuse me, I have five pages. May I use the Xerox
Machine?”
Asking this alone garnered a 60% approval rate. However, when they added a small reason to the end of the request - Excuse
me, I have five pages. May I use the Xerox Machine because I’m in a rush? - the approval rate went up to 94%.
Now on the surface it may seem that people were just willing to accommodate someone who was in a hurry. But the researchers
tested another request - Excuse me, I have five pages. May I use the Xerox Machine because I need to make
some copies? - and got nearly the same result, 93% approval, despite the fact that the reason provided was kind of self evident;
Everyone at the machine needed to make copies.
The point is that people are generally willing to accommodate simple requests but they are overwhelmingly more likely
to do so if they feel they know why the request was made. Be sure to ask your guests to share their opinions, and when
you do, be sure they know why you’d like them to do so.
Contributed by: Ethan Brooks Marketing Consultation
http://www.bnb.ethanbrooks.com
Are you a member with news, helpful information,
ideas and recipes to share?
Please send your articles to marketing@paii.org
Deadline is the 10th of every month. Photos welcomed!*
*Please make sure photos are yours, or you have permission to use.

Innkeeper Hacks
Avoid water spots on brass faucets
-Innkeepers at Bauers' Gilded Nest in Cambria, CA
Brass faucets"Rub WD40 on chrome or brass faucets to keep a coating on them to avoid water spotting and to keep them
glowing and welcoming to use." And not only does WD40 keep water spots from forming but it also keeps finger prints
away, leaving your faucets extra shining!
Use fresh lavender instead of fake air fresheners
-Innkeepers at High Meadows Vineyard Inn in Scottsville, VA
"I hate fake scented air fresheners...so before we start daily vacuuming, to refresh the output air - we vacuum a handful of
lavendar buds or sweet annie herb...makes the house smell fresh, but not artificial."
Use vinegar as fabric softener
-Innkeepers at Camas Hotel in Camas, WA
"Vinegar makes a great eco-friendly fabric softener!" And not only is this more eco-friendly, but it is also way more cost
effective than constantly buying new fabric softeners or dryer sheets. Not to mention you don't have to worry about your
towels losing absorbency like chemical fabric softeners can often cause.
Preserve fresh squeezed juice
-Innkeepers at Orange Blossom Hacienda in Queen Creek, AZ
"We freeze our fresh-squeezed orange juice in ice cube trays so that way we have fresh RIPE orange juice all year long
for our guests right from our own backyard. That way guests always get a little taste of our orange orchard."
Pan fry bacon ahead of time-
-Innkeepers at Hilltop House Bed & Breakfast in Amenia, NY
"I partially fry bacon ahead of time and refrigerate or freeze then bake it in the oven in the morning for 5-10 minutes to
get perfectly crisp bacon."
Pre-printed self check-in notes-
-Innkeepers at Abbey's Lantern Hill Inn in Ledyard, CT
"Pre-printed self-check-in notes for each room. There are specific directions to each room. Each of the 7 rooms has it's
own note. There's a blank at the top for me to write in the guest's name. Each note includes directions for where they can
find their key. So if the guests are running late, or I'm in a pinch for time, I can just grab one of these pre-printed notes,
fill in the guest's name, hide their key in the designated place, and presto. Win-win!"
Put guest names on their room door
-Innkeepers at The Garden Bed & Breakfast in Spring City, UT
"Putting the guest's names on the door. (I print them out on pretty 8x10 paper) It makes them feel special and helps me to
recall their names! The honeymoon couples always take them for a memento.....
this makes them want to return on their anniversaries!"
Contributed by: Lisa Westlake Chen, Bedandbreakfast.com and Homeaway
http://www.bedandbreakfast.com and http://www.homeaway.com

How to Manage your Lodging’s Online Reputation
It’s frustrating not being able to control what people say about your property. In the past, the damage was minimal. One
disgruntled guest could impact only a handful of people. Today, one disgruntled guest can ruin your business.
All it takes is one viral video showing bedbugs at your property, and your business is forever harmed. It’s important to go
online and check up on your business’ reputation, to see what people are saying about it. It is tricky to know where to begin.
Here is a breakdown of the most important places on the web where you need to make sure your reputation is positive.
Google Search: The first, and most obvious, is Google search. Do you know what the first 10 results are when someone
searches for the name of your hotel? Try it now. Open up a new tab (in an incognito window) and search for your property.
Do you see your own website? Yelp listing? TripAdvisor listing? Go through each result to find direct references to your
business. If you find negative or unfair reviews, register an account with the website and manage them. (I’ll touch more on
that in a moment). When it comes to your reputation on Google Search, your best friend is Google Alerts.
Google Alerts: Google Alerts is a tool that notifies you when someone in the world publishes news about your brand. You
can use this tool to discover reviews and ratings to moment they’re published. Go to Google Alerts, and create a new alert
for the name of your business. Google will now email you when they discover someone talking about you. This allows you
to quickly respond to negative reviews and false information, to mitigate damage.
This is something someone at your property must do. You can do it, or your marketing lead. Not only can you use Google
Alerts to manage your online reputation, but you can use it to monitor your competitors’. Set up alerts for your competitors’
brand names to discover exactly when the media mentions them. You can reach out to these places and ask that they
cover your property too. Google Alerts can help you learn when your competitors list inventory with niche OTAs or directories.
In this way, you can keep up with your competitors while working on your own marketing tactics to stay one step
ahead.
Google My Business (formerly ‘Places’): Google is the first place people go to learn something. This means we have to
tackle Google My Business. Google My Business is a directory of local businesses. They likely have a page for your hotel
already. Google often promotes their Google listings in Google Search above competing listing websites. This means that
when someone searches for your property, the Google Place listing will be one of the first things they see.
You need to take ownership of your listing and make sure that the information on it is correct. Once you take ownership of
it, you can integrate it with your website. This helps promote your website in Google Search for branded queries.
Also, take a look at your Google My Business reviews. If you find any that are inappropriate, you can flag them as “spam”
or “abuse”. Google may, at their sole discretion, remove or hide them. Remember not to abuse this feature, or Google may
ignore you.
Yelp: While Yelp is most famous for restaurant reviews, they have a huge collection of hotel reviews. Your hotel is probably
already on it. Yelp reviews often rank well on Google Search, so it is important that you know exactly what people are
saying about your business.
You can create a Yelp business account to claim your business page, update content, and manage reviews. You can flag
abusive reviews, but more importantly, you can respond to reviews. This gives you the opportunity to explain the circumstances
behind the poor review, and make amends. Many surveys show that guests who see thoughtful responses from hotel
owners tend to have a more positive opinion of the hotel.
TripAdvisor: Your property likely already has a page on TripAdvisor, and you’re probably already aware of it. TripAdvisor
is a popular place where guests go to check hotels before booking rooms. It’s also a popular place for guests to vent.
According to a PhoCusWright survey, 77% of travelers read TripAdvisor reviews before booking a hotel.
Like with Yelp, it’s important to respond to reviews on TripAdvisor. Hotels with the best TripAdvisor ratings are those
whose make a habit of responding to reviews.
OTAs: Even if you don’t list the bulk of your rooms or beds on online travel agencies (OTAs), it’s important to keep up an
updated listing on them. Booking.com, Expedia, hotels.com, Travelocity, and Priceline all rank high on Google Search.
Your guests are bound to come upon them. Each of these offer guest reviews. Research them to see what people are saying
about your business.

Let’s say you found negative results on the first page of Google for your brand name. One strategy to overcome this is to
list just one room on the major OTAs, when possible. Even if you don’t plan to use OTAs as a major source of new
guests, this will create branded content on their website that you control. The OTAs tend to rank well, and can push negative
results down to the second page of Google, which most users never see.
Use a channel manager like myallocator to list a small part of your inventory on as many OTAs as make sense for your
business. The channel manager will help keep all your listings in-synch, to prevent overbookings. This can help make the
first page of Google results for your brand under your partial control.
Niche Directories
Besides the big OTAs, there are dozens, and even hundreds, of smaller niche online travel agencies. Your property may
have a presence on them. Ensure that your hotel’s listing is correct. If they have outdated photos, send them new ones. If
they have the wrong prices, use a channel manager to give them the correct prices. If they have unfair reviews, reach out
to them to correct the situation.
As mentioned earlier, listing your property on high-ranking OTAs is a great tactic for reputation management. Take a look
at all the niche OTAs myallocator supports. Listing your beds on many of them will not only increase your occupancy, but
it will help you control your search listings..
BBB: All it takes for someone to file a complaint against you with the Better Business Bureau (BBB) is an Internet connection.
While it is unlikely that the BBB lists smaller properties, anyone can add you to it without your permission. It’s
worth your time to visit the BBB and search for your property, to see if there is anything there.
Facebook: Most chatter about your property on Facebook is private, which neither you nor the public can see. Sometimes
there are public places on Facebook, like public Pages and public Groups. Here, guests leave reviews, comments, and
links attached to your brand name. Search Facebook to find them.
Do you own a Facebook Business Page for your property that you never log into? Go and check it out. Guests can leave
ratings and reviews on it, and even advertising, links, and spam. Clean up anything that is inappropriate, and then make
sure that you check your page in the future.
Even if you never made a page for your property on Facebook, there may be one there. In the past Facebook has autogenerated
pages for local businesses. Your guests can also create new pages for your property. You may find more than
one listing on Facebook using your brand name. Claim them for your own so you can merge them and present correct information.
Another reason this is important, is because Facebook content tends to rank well on Google Search. A hotel’s Facebook
page often appears on the first page of Google results for branded queries. Make sure your Facebook page is in order, just
like your lobby.
Oyster
Oyster is a company that sends people out to hotels to review them in-person. One of their anonymous reviewers may
have already visited your property. Go to their website and search for your property. If you find a review that is not up to
your standards, contact Oyster and negotiate with them. They may have just gotten you on a bad day.
Local Directories & Newspapers
There are hundreds of thousands of small community-websites and regional newspapers. Search for the ones in your community.
Does your local TV station have a website with reviews of local businesses? Check it out, and look for your property.
Many local newspapers will have reviews of restaurants and other local attractions. See if they list your place.
Only the Beginning
The web is a deep place. It’s a fool’s errand to chase down each instance where guests talk about your property. Instead,
focus on the ones that future guests are most likely to see. Use this article to help you start, and revisit your reputation
management throughout the year. This way, you can catch things before they can damage.
Contributed by: Cloud Beds
2655 4th Ave, San Diego, CA, 92103
https://www.cloudbeds.com
Check out Cloud Beds Booth
At the Upcoming PAII
Conference in Austin,
January 2016

Upcoming Webinars (more dates and topics coming soon!) Free for Members!
Register at http://www.innkeeping.org/?page=webinars (you must login to your account to register)
Wednesday, June 17, 2015, 2:00 PM EST
Reputation Management with a Channel Manager -Cloudbeds
Wednesday, June 24, 2015, 2:00 PM EST
The 5 Greatest Marketing Challenges -Bedandbreakfast.com
Wednesday, July 1, 2015, 2:00 PM EST
Email + Social Media: Strategies & Tools -Cloudbeds
k
Wednesday, July 8, 2015, 2:00 PM EST
How Associations can use Social Media to help market their members –PAII Staff
Wednesday, July 15, 2015, 2:00 PM EST
Understanding the Guest Experience, presented by Liz Day - RezStream
Wednesday, July 22, 2015, 2:00 PM EST (TBA)
Wednesday, August 5 & 26, 2015, 2:00 PM EST (TBA)
Wednesday, August 12, 2015, 2:00 PM EST
Attracting Millennials to Your Bed and Breakfast -Forfeng Designs/Forfeng Media
Wednesday, August 19, 2015, 2:00 PM EST
RezStream Cloud, presented by Josh Wise - RezStream
Wednesday, September 2, 2015, 2:00 PM EST
Topic to be Announced -Little Hotelier
Wednesday, September 9, 23 & 30, 2015, 2:00 PM EST (TBA)
Wednesday, Sept 16, 2015, 2:00 PM EST
7 Strategies to Increase Traffic to Your Website -Q4Launch
Wednesday, September 23, 2015, 2:00 PM EST
Topic to be Announced -Acorn Internet
Wednesday, October 7 & 14, 2015, 2:00 PM EST (TBA)
Wednesday, October 21, 2015, 2:00 PM EST
10 tax tips for B&Bs -Legare, Bailey and Hinske, LLC
Wednesday, October 28, 2015, 2:00 PM EST
Topic to be Announced -Acorn Internet
Wednesday, November 4, 2015, 2:00 PM EST
Yield Management -Q4Launch

Association Corner
Tips, tools and techniques for growing and retaining your membership
SHRM Membership Recruitment & Retention Toolkit (While this Toolkit is specific to HR Professionals, it has some
very informational and practical takeaways that Associations can utilize)
http://www.ohioshrm.org/documents/Membership_Recruitment_and_Retention_Toolkit.pdf
A great list of questions and answers for Association Member Recruitment
http://www.bestassociation.com/category/
10 Strategies for Association Membership Recruiting and Retention
http://www.virtualmgmt.com/wp-content/uploads/2012/11/Virtual_10_Strategies_2010.pdf
Seven Tips to Improve Your Membership Recruitment Efforts
http://www.marketinggeneral.com/2010/10/04/seven-tips-to-improve-your-membership-recruitment-efforts/
A couple of Membership Recruitment/Retention Plans (Not industry specific but good ideas and takeaways if your
association does not have a plan in place)
http://www.bowl.com/uploadedFiles/Associations/USBC_Access/Volunteermbshprecruitplan7-14-10.pdf
http://www.afpnet.org/files/ContentDocuments/Sample_Membership_Recruitment-Retention_Plans.pdf
If your association is on Twitter, do a search (at the top) for #assnchat for weekly association chats talking about association
challenges and more on Twitter. Chat starts on Tuesdays 1:00 - 2:00 PM CT
And you can participate in the Linkedin group online even if you are not Association members
American Hotel and Lodging Association https://www.linkedin.com/grp/home?gid=1697477
And please pass along to your Association’s Executive
Director and Board Members that we will be holding a
special webinar just for Associations on
Wednesday, July 8, 2015, 2:00 PM EST
How Associations can use Social Media to help market
their members
Registration for this webinar will online shortly.

The 2016 Innkeeping Conference and Trade Show
will take place at the Renaissance Austin Hotel in
Austin, Texas on January 10-14, 2016.
Renaissance Austin Hotel
9721 Arboretum Boulevard, Austin, Texas 78759
http://www.marriott.com/hotels/travel/ausshrenaissance-austin-hotel/
PAII’s conference rate is $169 which INCLUDES a
“Grab and Go Coffee & Bakery” voucher (each
attendee / each day) for a coffee/tea and either bakery or
whole fruit. AND attendees can enjoy Austin before/
after the conference with the special conference rate (3
days pre and post)
Complimentary guestroom internet.
Please stay tuned for more information and check
http://www.innkeepingshow.com/ for details.
If you would like to book the hotel, please
use this Booking Website to book your stay:
https://resweb.passkey.com/Resweb.do?
mode=welcome_ei_new&eventID=13943839
Find PAII online at:
https://www.facebook.com/Innkeeping
Monthly Rates
Quarter Page Ad**
(4 1/4 W X 5 1/2 H) inches
1/2 Page Ad Vertical**
(4 1/4 W X 11 H) inches
Or
1/2 Page Ad Horizontal**
(8 1/2 W X 5.5 H) inches
Full Page Ad**
(8 1/2 W X 11 H) inches
Newsletter Ad Rates
Yearly Rates (12 issues)
Quarter Page Ad
(4 1/4 W X 5 1/2 H) inches
1/2 Page Ad Vertical
(5 1/2 W X 11 H) inches
Or
1/2 Page Ad Horizontal
(8 1/2 W X 5.5 H) inches
Full Page Ad
(8 1/2 W X 11 H) inches
Member
Have questions about PAII?
Email questions@paii.org
Non-Member
$300 $500
$600 $800
$1200 $1400
$3000 $3200
$6000 $6200
$12000 $12200
Ads can be submitted in JPEG or PDF format, at least 300 DPI.
Please email ads to marketing@paii.org.
The deadline for ads is the 10th of every month for publication on
the 15th of the month.
**Multi-Month discounts are available, please inquire for rates.
https://plus.google.com/u/0/+InnkeepingOrg
https://twitter.com/innkeeping
https://www.pinterest.com/Innkeeping/

How To Attract Business Travelers to Your Small Property or Bed & Breakfast
Business travelers are a segment of the market that all small accommodation providers should seek to attract.
Why? Leisure travelers tend to only stay on weekends. They come and go depending on factors like what time of the year
it is, and the state of the economy. On the other hand, business travelers book mid-week stays, and travel all year round.
Below are some facts and tips on what small hoteliers need to do to attract more business travelers.
In terms of booking habits, research has found that:
– Those traveling themselves have plenty of control in planning the elements of their stay. In fact, 50% have “full control”
while 29% have “some control” (Source).
– The majority (57%) of business travelers plan their trip 1-3 weeks before traveling (Source).
– Business travelers tend to stay between 1 and 5 nights (Source).
So what kind of features can you use to attract business travelers to your small property?
Convenient Service: The business traveler’s need for convenience starts with the booking process.
Allow business travelers to check your availability and book online. You should also touch base before their stay to offer
extra services (eg. meeting room, transport). If you have an online booking engine and front desk system like Little Hotelier,
this process can be automated.
Adding that personal touch in servicing each business travel booking should be one of the ways that small hotels can
stand out from their competition (who are usually only across the street).
Wifi: Complimentary high speed internet is an essential feature that your small property must offer to entice business
travelers to choose you over the big hotel brands that charge extra for it.
Since business travelers need constant connectivity to answer emails or jump on Skype, refusing to offer free wifi as an
in-room amenity will get you removed from their shortlist.
Location: Business travelers want to be close to their meeting location. You can’t change the location of your hotel, but
you can be more descriptive about where you are located.
For example, name which exhibition centres and business districts are close by, and easy they are to get to.
Spaces: If you have a spacious terrace or meeting room, why not encourage your guests to use them to hold meetings?
It’s a great way to upsell other services, such as catering. This kind of setting is unique and more appealing than using an
office.
Transport: Business travelers tend to have short stays, so they may not want to hire a car. In addition to offering an airport
pick-up and drop-off service, you can upsell transport to and from their meetings.
If you’re centrally located, show goodwill by handing them a guide containing important information on how to get
around and what restaurants and attractions your destination has to offer.
In the room: Some obvious business-friendly features of the room itself include:
– Desk and chair
– Coffee pot
– Hair dryer
– Wake up call or service
– Iron and ironing board
– Full length mirrors
Check out Little Hotelier’s Booth
At the Upcoming PAII
Conference in Austin,
January 2016
All the facilities of the room need to be presentable, functional, and modern.
Contributed by: Little Hotelier
http://www.littlehotelier.com/

Contests……. Contests……. Contests……. Contests!!!!!!
Spring Recipes Contest Entries
Sweet Potato Hash with a Fried Egg Recipe
From Bruce Cadle, Innkeeper, 1787 Charity Hwy, Mountain Rose Inn, Woolwine, Virginia http://www.mountainrose-inn.com/
Olive Oil Pancakes Recipe
From Kathy LoVerde, 1837 Cobblestone Cottage B&B, 3402 West Lake Rd. Canandaigua, NY http://1837cobblestonecottage.com
The Heartstone Inn’s Peanut Butter and Chocolate Chip Pancakes Recipe
The Heartstone Inn’s Baked Eggs Benedict Recipe
From Rick and Cheri Rojek, The Heartstone Inn and Cottages, 35 Kingshighway, Eureka Springs, AR 72632 http://www.heartstoneinn.com
Sausage Omelet for Two with Sautéed Onion, Bell Pepper, Mushrooms, Monterey Jack & Cheddar Cheese Recipe
3 Egg Omelet with Ham! Recipe
By Chef “What’s His Name”, Terrapin Peak Bed, Breakfast & Beyond, 20965 W 921 Rd, Cookson, OK 74427 http://www.terrapinpeakbbb.com
Bananas Foster Pain Perdu (Lost Bread) Louisiana Bed and Breakfast Style Recipe
Janice DeLerno, Innkeeper/Owner, The Stockade Bed & Breakfast, 8860 Highland Road, Baton Rouge, LA 70808 http://www.thestockade.com
Spring Photo Contest Entries
Waffle Photo
Bacon & Sharp Cheddar Scones Photo
Breakfast Strata with Tomato, Artichoke Heart, & Cheese Photo
Hanniel Sindelar, City House B&B, 915 N Front Street, Harrisburg, PA 17102 http://cityhousebb.com/
Porch Photo
Gwenn Eyer, Innkeeper, Blessings on State Bed & Breakfast, 1109 West State Street, Jacksonville, Illinois
http://www.BlessingsOnState.com
Plate Shots and Porch Shots
Kathy LoVerde, 1837 Cobblestone Cottage B&B, 3402 West Lake Rd. Canandaigua, NY
http://1837cobblestonecottage.com/
Exterior and Porch Pictures
Tara – A Country Inn, 2844 Lake Road, Clark, PA 16113 http://www.Tara-Inn.com
Voting for People’s Choice Awards will be online by Friday, June 19, 2015
PAII members looking to stretch their chops at their photography skills and/or get competitive in the kitchen, have we
got the contests for you! Enter one (or more!) of five categories for best photography and/or best recipes and the winners
will be featured in the following issues on Innkeeping Magazine Quarterly!
For Our Fall Innkeeping Now Magazine
Best Exterior Picture-Fall Foliage
Best Interior Photo-Bathrooms
Best Photo-Beverages
Best Recipe-Waffles
Best Recipe-Savory Bacon Theme
For Our Winter Innkeeping Now Magazine
Best Exterior Picture-Holiday Wreaths
Best Interior Photo-Holiday Decorations
Best Photo-Desserts
Best Recipe-Savory Muffins
Best Recipe-Christmas Cookies

ALL contestants will be featured in the monthly newsletters as well as their photos and recipes (with credit) posted on
PAII’s Facebook and Google+ pages. Start sending in Submissions now for our Fall and Winter Contests!
Winners will be featured in PAII ‘s Innkeeping Quarterly Magazine.
Get out your cameras, your smart phones, your whisks and your
springform pans out and get ready to rumble!
Questions? Email marketing@paii.org
PAII attends Federal Trade Commission (FTC) Workshop in Washington D.C.
YOUR PAII was THERE, advocating for all B&Bs, at the Federal Trade Commission (FTC) Workshop on “The Sharing
Economy” (AKA Airbnb, Uber) in Washington, DC on 9 June, 2015.
We had previously submitted the PAII Position Paper on Short Term Rentals and provided several pointed questions that
are now “In the Record” and which were addressed during the workshop sessions.
During her opening remarks, FTC Commissioner Maureen Ohlhausen assured Uber, Airbnb, and other platforms like
them that they shouldn’t view the FTC as an adversary, but as a potential ally. “We did not convene today’s workshop
as a prelude to some planned, big enforcement push in this space,” she said.
But during a day-long discussion with economists, policy experts, and industry stakeholders, concerns about market
power, uneven regulation, and data privacy were clearly top of mind.
In one panel, Matthew Daus, a former Chairman of the New York City Taxi and Limousine Commission, faced off
against Uber: “I don’t really know what we are sharing,” Daus said. “This is about a person getting into a car, going
from point A to point B, paying money for it, and a company making a profit.” Daus believes the term “sharing economy”
is a misleading descriptor for Uber, which he sees as simply for-hire transportation. (quote credit)
During the all day workshop, PAII – represented by Jack North, PAII Board member - briefly met David Hantman,
Head of Global Public Policy for Airbnb, met and discussed the issues of regulation and taxation with the representative
from the Bed and Breakfast Association of Virginia, and met and talked extensively with 2 Senior Vice Presidents and 2
Vice Presidents from the American Hotel & Lodging Association (AHLA). The latter groups clearly have similar concerns
to ours and the AHLA representatives voiced them expertly during several of the workshop sessions.
While the Government Representatives (FTC) seemed in favor of the basic tenants of the “Sharing Economy” the issues
of “fairness” (regulatory and financial) and reducing, across the board, the overall “regulatory requirements” for all
lodging establishments became major issues. Airbnb essentially took the approach that their small “Mom and Pop”
members really shouldn’t have to comply. Given that Airbnb had over 25 million ‘guests” last year, and that they are a
multi-billion dollar company, that assertion was difficult to sell. PAII, AHLA and State B&B Associations will be
working together to address these issues in the future.

Reputation Management Links for Innkeepers
Social Media Monitoring
Other
• http://nutshellmail.com (Free) Facebook, Twitter, LinkedIn, Yelp, Foursquare, and Citysearch*
• https://www.socialoomph.com (the free version is all you need) (Twitter) *
• http://google.com/alerts (Free) *****
• http://www.talkwalker.com (Free) *****
*****Suggested
• http://SocialMention.com
• http://WhosTalkin.com
Real Time Search
• (twitter) https://twitter.com/#!/search-advanced
• http://sproutsocial.com paid only, the low end plan is $59 a month
Review Sites (ones marked by * are the most likely places that a B&B will be reviewed)
• http://www.airbnb.com/ users can respond, as well as review guests *
• http://www.alpharooms.com users can respond
• http://www.atrapalo.com users can respond privately only
• http://www.bbb.org (there is an option being rolled out for customers to leave reviews and there can be an owner response.)*
• http://www.betterbidding.com (forum) users can respond but be cautious
• http://www.citysearch.com users can respond *
• http://www.expedia.com users can respond *
• http://www.facebook.com/ users can respond most of the time, it depends on the reviews privacy settings, reviews can be
hidden by disabling them in the maps listing check box in your about section. *
• http://www.flyertalk.com/ (forum) users can respond but be cautious
• http://www.globalhotelreview.com users can respond
• http://www.holidaywatchdog.com users can respond
• http://www.holidaycheck.com users can respond
• http://www.hotels.com users can respond
• http://www.independenttraveler.com – Pulls reviews from Tripadvisor, but allows users to write a review on the site itself
• http://www.laterooms.com users can respond
• http://www.livingsocial.com users can respond privately
• http://www.manta.com, claim the free listing, can respond as well as delete a review
• http://www.merchantcircle.com/merchant (paid and unpaid business listings) users can respond. In the Dashboard you do
have the ability to remove or hide a review. Claim the free listing
• https://plus.google.com/ users can respond * You can also flag a review and report it to Google as well as report the reviewer
(especially if you think it may be a fake profile or they are being abusive and slanderous)
• http://www.travelpost.com users can respond
• http://www.tripadvisor.com users can respond *
• http://www.trivago.com users can respond
• http://www.twitter.com users can respond *
• http://www.venere.com users can respond
• http://.vinivi.com users can respond
• http://local.yahoo.com/ While there is no business response, you can write a comment on a review. (You must have a Yahoo
account or login with Facebook or Google) *
• http://www.yelp.com Claim the free listing, it lets you enter a management response if you have a review. Respond
privately FIRST, wait if no response after a week+, respond publically. **
• http://www.youtube.com Yes, you can also delete, report and disable comments, be very careful of Trolls when responding to
Youtube comments/reviews. **
• http://www.zoover.com users can respond
In the next issue, we will have an additional list of sites to also check for reviews

Focusing the 2016 Conference on the Needs of Innkeepers
The 19th Century French critic Alphonse Karr is credited with the quote, "The more the things change...the more they
are the same."
As I work on the programming for the January conference, I realize once again -- Innkeepers wear so many hats and the
market changes so fast that we must ask YOU what's important NOW to build our program based on your ever-changing
needs. It's June 2015 - and just one moment in time -- but I am asking your help to focus on what's relevant, timely and
helpful.
Please take a few minutes to select 5 challenges off our list of 20 as your most important. The PDF is a "fillable form" so
all you have to do is click on the box beside the item to "check" it. There is also an "Other" item you can check
and articulate a challenge not on the list.
When you've completed the form, just SAVE the document and email it back to me. (Or, I've given you my address for
snail mail, if that works best for you.)
Please don't hesitate to contact me if you have any questions or other comments: Conference@paii.org
Thank you!
Ruth Ann Hattori, Conference Manager
There is a separate attachment in this email with Identifying Today’s Innkeeping Challenges
Continued from the first page…………...
Shout Out to B&B Associations How about some free advertising? You can list your Annual Meeting, Aspiring Innkeeper
Seminar, or Innkeeper Conference right on the paii.org website at the events tab. A representative from every
B&B Association is granted access / PAII membership, so you are able to add your events thru the member login. In
addition to publicizing your event to innkeeper attendees, industry partners look at this list to determine what trade
shows can they attend? (‘just had this request last week). If you encounter a problem posting your event, let me know.
B&B Association leaders – no need to start from scratch with writing a recruitment letter or recruitment email for your
association. Check out the 3 things you need to know at the “Great list of Q&A…” And, on this topic, “10 Strategies
for…Recruitment and Retention” is a succinct and practical read.
Get MUGGED in Austin I just have to share this with you – Austin 2016 will be Deneen
Pottery’s 22nd PAII Innkeeper Conference! (Can anyone equal that? Come close?)
And, Deneen Pottery will once again produce the commemorative conference mug – come
and add to your collection!
We warmly (sure, we can say that now in June) invite you to join us. Mark your calendar to take a trip to Austin in
January for the 2016 Innkeeping Conference & Trade Show. We’ll be there to welcome you!
Kris Ullmer ~PAII Executive Director

PAII Board of Directors
Janice Delerno, The Stockade B&B, Baton Rouge, LA
Lynn Carlson, 1900 Inn On Montford, Asheville, NC
Julie Rolson, Garth Woodside Mansion, Hannibal, MO
Heather Turner, Forfeng Designs, Enfield, CT
Jack North, Mayhurst Inn, Orange, VA
Jerry Phillips, Rittenhouse Inn, Bayfield, WI*
*Jerry serves as a non-voting member representing the DIA to assure the smooth transition of PAII to a nonprofit.
Are you a member with news, helpful information,
ideas and recipes to share?
Please send your articles to marketing@paii.org
Deadline is the 10th of every month. Photos welcomed!*
Interested in advertising in the monthly newsletter?
Please send inquiries to marketing@paii.org
Professional Association of Innkeepers International (PAII)
295 Seven Farms Drive, Suite 236-C
Charleston, SC 29492
Phone: (856) 310-1102
http://www.innkeeping.org