The best hospitality is personalized to guests. Owner and Innkeeper Amy Lindner-Lesser, of The Rookwood Inn in Lenox, Massachusetts, attributes the longevity of her hospitality business (22 years) to her continually adapting to the needs and wishes of her guests. Part of her B&B logo says, “Where memories are made.”
She says it is the responsibility of both the guests and the inn’s staff to be sure that wonderful memories are made. “We have guests, a couple who came the first fall we owned The Rookwood Inn and they have stayed more than thirty-seven times since then.” She has many repeat guests.
As both a MA licensed Justice of the Peace and a Universal Life Church (ULC) Minister, Amy performs interfaith and intercultural weddings. She takes the time to learn about the couples’ individuality, how they met, what they share, their ideas for their special day, family traditions, and wedding likes and dislikes. She strives to make this the dream wedding for every couple. She also enjoys working with more mature couples for whom this is their second or third wedding. “These are the type of couples who prefer our more intimate and unique setting for their wedding.”
I like that she features a room comparison chart, on her website so guests can easily make choices among the inn’s twenty rooms on three floors. It lists the type of fireplace (11 guest rooms), type of bath (all have showers; some have separate clawfoot tubs or a shower combination with tub), MP3 dock (8 guest rooms), porch or deck (4 guest rooms), TV (10 guest rooms), bed size(s), sleeper (4 guest rooms), location (3 floor levels), and maximum occupancy (2, 3, or 4 guests per room). Since the price varies by season, she does not list that in the chart.
Guest compliments include:
- Attention to detail
- Best hospitality around
- Location (in the heart of the Berkshires on a residential street half a block for the center of town)
- Walking distance to shopping, restaurants, museum theater; close to Boston symphony
The Rookwood Inn guests come for the culture as well as to celebrate special occasions and for romance. The summer and fall are the busiest times of the year. She also hosts retreats throughout the year. She recently hosted a two-day retreat for entrepreneurs called, “Awakening the Shaman Within” to help them become new people for the new year (she graciously had furniture moved around at their request). She also hosted a retreat for Inn Partners for prospective B&B owners (she provided the needed equipment for them). Amy is accommodating to whatever the needs are and her guests appreciate that.
Amy tells guests, “The only cookie cutters we have are in the kitchen.” Everything they do is customized to best suit the wishes of each of their guests. Guests say Amy and The Rookwood Inn go above and beyond with their extra touches. They offer an individualized experience that hotels lack. The best hospitality is personalized to guests.