Case Study: Crossroads House B&B

Client
Julie Musgrave, Owner, Crossroads House B&B

Programme
Cumbria Accelerator: Business Support Programme funded by the Department for Business and Trade

Advisor
Andrea Whigham, The Hospitality Counsellor

Cumbria Accelerator helps boost direct bookings, taking the stress out of B&B guest management.

Behind the scenes of a busy B&B

Running a busy bed and breakfast alongside a pub, Julie Musgrave knows how demanding hospitality can be. At Crossroads House B&B, based on the outskirts of Carlisle, she takes pride in offering a friendly welcome to travellers.

But behind the scenes, her booking systems were becoming a major source of stress.

“I wasn’t getting enough direct bookings through my website using the channel manager. I was getting very stressed and it was costing me more with having to pay out commission.”

The systems she relied on were difficult to contact, hard to use and taking up valuable time she needed for her guests and other responsibilities.

Finding a simpler way

Working with advisor Andrea Whigham through the Cumbria Accelerator Programme, Julie took a step back to reassess her digital tools and booking process.

“She helped me address my main challenges like starting from scratch again. Using a channel manager that is difficult to contact is not good to help me run the business efficiently. It gave me extra money to spend on other things in the B&B.”

Together, they reviewed options and identified Freetobook as a better solution: a system that integrated smoothly with her new website and made managing bookings easier. Andrea also supported Julie in updating her room descriptions and setting up automated messaging to communicate with guests before arrival.

“Andrea is very knowledgeable and professional about how I gain extra income in my business, using forums and channel managers that make my life easier. She explains things and helps me understand what I am doing wrong.”

Real results

The impact was immediate. Direct bookings started to rise, processes became simpler,and payments were handled automatically. Guests received clear information and directions before their stay, which helped everything run more smoothly.

“The new approach helped save me money and made it so much less complicated, which gives me time to spend on other things.”

Julie particularly noticed the difference when guests arrived. “My guests checked in with no questions as everything was explained in the messages we sent out at the point of booking. My B&B is right on the new road structure in Carlisle. It’s been an absolute nightmare directing them round the diversion! But it’s worked and they have all arrived happy finding their way round.”

Peace of mind and better results

“It’s like a weight lifted off my shoulders. I was so worried about payments and how they would find me as I have a pub to run as well so not always here. When I see them at breakfast time they say we found you no problem thanks to your great directions! And payments have been taken before they arrived.”

Since making the changes, Julie has seen her best year of bookings yet, proving how the right systems and support can make all the difference.

“I have taken more bookings this year than any other year.”

Your business could be next

If you’re a small business owner looking to simplify your systems, reduce stress and save money, the Cumbria Accelerator Programme can help.

Contact us today via the contact form on our website for expert advice, one-to-one support and practical tools to help your business grow.