Module 7&8 Guesthouse and Management. Good Practices in Guest Houses

Guesthouse and Lodging Management. Ecotourism Good Practices in Guest Houses ...... 1 1. Public space within the destination ...... 3 1.1. Trash can and waste disposal ...... 5 1.2. Green Areas in Public Space ...... 6 1.3. Banks and resting spaces ...... 6 1.4. Parking lots for bikes ...... 7 1.5. Bus stations ...... 8 1.6. Roads and pedestrian areas ...... 8 1.7. Signposting and information boards ...... 9 2. Guest house outdoor space. Courtyard, gardens ...... 11 3. Quality of guest house space ...... 25 3.1. A good bed equals half of a perfect ...... 26 3.2. The bathroom - cleanliness and functionality ...... 27 3.3. Living room – the “meeting” place in the guest house ...... 28 4. All at the same table. What should we eat? ...... 29 5. The costs of our business ...... 31

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1. Public space within the destination

THE PUBLIC SPACE AND THE CULTURAL LANDSCAPE WELCOMES TOURISTS IN THE DESTINATION

Sometimes, tourists have a different approach to the destination; they see things through different eyes. We should learn to think through their perspective while not forgetting that we want to preserve the environment and the specificity of our area. This will ensure the success of our business in the long-term.

We have for sure noticed: tourists are interested in all forms of authenticity. Sometimes the fast changes in rural areas have lead in some cases to mistakes or unusual interventions in the public space.

It is recommended to support education activities about nature and local culture appreciation among local communities. For instance, the cultural heritage of an area is part of the resources of the destination. If the landscape has been damaged by aesthetic aggression (new buildings that do not fit with the traditional architecture), the effect could be irreversible.

The Ecotourism Association from Romania has developed the first criteria for certification of eco-destinations. The certification criteria could be used as a general check-list for developing a destination in a sustainable way (www.eco-romania.ro, accessed at 2.11.2012). The criteria A.6, “Planning and construction of buildings and infrastructure” precisely describes the characteristics that will be not only sustainable but that will respond to tourists’ expectations and requirements. Sub-criteria 6.2 is very clear: “The exterior of buildings respects the traditional architecture and fits with the landscape of the destination”.

Picture 1. Positive example of traditional Picture 2. Negative example of traditional houses houses

Example of a negative intervention in the design and colour of a traditional house.

Our field trip has showed that this kind of interventions could be found in Romania in a very aggressive way. In the region of Elena (Bulgaria) we have hardly found any civil buildings painted in strong colors. The buildings are in a traditional and harmonious style, and fit well with the landscape of the hills around the city. This kind of a landscape welcomes tourists. The guest houses in such an environment will have a competitive advantage as compared to other tourist destinations.

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Yovcheva House in Elena, Bulgaria – its core value is that it is a traditional Revival house

If the private propriety is not well preserved, then general condition of public space is affected. Things that are normal for us (the inhabitants of an area) are found to be disturbing to tourists.

Sometimes, we do not observe what the destination lacks of, ”weaknesses” that should be improved. Try to look through the eyes of tourists and you will see that you will be disturbed by the time lost while trying to find a tourist attaction, the missing signs, waste disposal in the landscape and remains from construction works that have remained in the middle of the street. These are examples found by us in several areas which unfortunately spoil the beauty of nature and rural landscape.

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Example of remains of construction works, polluting the public space

Sometimes, the solutions are cheaper that we are expect. The best material that fits well with the landscape is wood and in most areas it is a relatively cheaper material.

Figure 2. Waste management is a positive Figure 3. A positive example – wooden thing. But sometimes containers are “mask” built in order to hide the waste unwisely positioned, in central points, management containers. contributing to “visual” pollution of the landscape.

According to Liliana Cazacu, an architect specialized in planning historic and cultural environments (Heritas Guidebook, 2010), public space should be functional, decent, corresponding to community’s and tourists’ needs. Banks, resting spaces and waste disposal containers should be present near pedestrian areas, in the front of the post office, the information center, wherever people will stop for a break. Parking places should not look like city-parking lots but they should be created and signed as simple as possible.

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Except for rural furniture, you should also pay attention to green areas: the greenest the better but not with species that are not typical for your area.

1.1. Trash can and waste disposal

Negative example of trash can. Positive example of waste disposal Plastic waste could look strange when Traditional materials or solutions are in disposed in natural and rural areas. Garbage harmony with nature while the costs for cans in strong colors look way too them are lower. aggressive in the environment.

Some general rules (after Cazacu, 2010): • Identify the proper places and be sure that wild or domestic animals will not reach the contents; • Regularly clean trash cans; • Choose simple models with colors that fit with the landscape (avoid red, yellow; these items will be seen anyway so there is no need to use aggressive colors); • Use natural materials, avoid plastic.

1.2. Green Areas in Public Space

The lack of vegetation makes the The green of the trees and vegetation brings landscape dry and with no life. more vitality to the space.

The modernisation works should not affect the Ask a specialist about the species that existing vegetation. could be used and solutions for embellishing public space.

1.3. Banks and resting spaces

People resting on a nice bank Negative example. A destroyed back Banks are simple elements that are useful Banks should be proper and repaired. A in the destination. Their presence in the destroyed bank could have an opposite effect: optimal places shows that we have shows negligence, indifference. anticipated the needs of tourists. It is a

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form of hospitality, it gives the chance to rest if needed, to admire the landscape or just the take a break during a long walk through the village. Do not forget that less is more: use for public spaces not more than 3 models. Natural materials like wood are highly recommended. Wood bank Stone bank

1.4. Parking lots for bikes Picture with bikers Bike resting places Biking is one of the most favorite activities of ecotourists. Some of them will try to rent bikes in the area, others will arrive with their own. In some ecotourism destination there are agents specialised in offering biking tours. The destination should be well equipped with some basic infrastructure. The solutions are not necessary expensive.

1.5. Bus stations

Positive example of a wood bus station

Individual tourists tend to use bus in Plastic is intensively utilised as a order to get from one destination to another. A solution for resting places and bus bus station could be the first contact with the stations. The material is difficult to be village. Do not forget: the first impression is the replaced if is destroyed. In the case of most important one and…you will not have a wooden bus stations, it is much simpler second chance! to change a piece that is missing or to repair some parts.

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1.6. Roads and pedestrian areas

Good practice: Stone road Good practice: Stone Road

Pedestrian street It is no need to cover the entire surface with asphalt. We can use natural materials and make a pleasant mix. The vegetation or grass that remains near buildings provides for a nicer backdrop.

1.7. Signposting and information boards

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The information boards for tourists should be made of wood. Handmade signs could bring a personal touch and are much nicer. If you use colors applied on wood you should check the quality of imprint periodically (it can vanished after rainy periods).

We hope that the examples presented (Cazacu, Chasovschi:2010) will help you to improve the public landscape of your destination.

Of course that it will be ideal to have a responsible tourism planner in your area who will assure that all infrastructure works are executed according to the sustainable vision of tourism development. However, this rarely happens nowadays. Tourism entrepreneurs should sometimes extend their actions from their private business to the tourism infrastructure within the destination. Some examples of works needed could be: - Installation of information boards; - Posting of tourism signs ; - Providing proper tourism information in a tourist information centre or a visitor centre; - Cooperate with public authorities for the provision of proper waste disposal amenities, etc.

The quality of the environment is very important in eco destinations. All tourism stakeholders should: • respect the natural or cultural heritage surroundings in sitting, design, impact assessment, and land rights and acquisition; • ensure that the building and other infrastructure included in their investment are well adapted to the natural and cultural environment by using, for example, local materials and local architectural styles; • historical and archaeological artifacts are not sold, traded, or displayed, except as permitted by law; • a management plan for solid waste has been implemented with quantitative goals to minimize waste that is not reusable or recyclable; • the use of harmful substances such as pesticides, paints, disinfectants, and cleaning materials has been minimized or substituted when possible by innocuous products; all chemical use is properly managed.

Also, nature is an important component of the destination. The preservation of nature integrity is a “must”:

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• Wildlife species are only taken away, consumed, displayed, sold, or internationally traded when this is part of a regulated activity that ensures that their utilisation is sustainable; • No captive wildlife is held, except for properly regulated activities, and living specimens of protected wildlife species are only kept by those authorised and suitably equipped to put them up in their house and care for them; • Interactions with wildlife must not produce adverse effects on the viability of populations in the wild; and any disturbance of natural ecosystems is minimized, rehabilitated, and there is a compensatory contribution to conservation management; • Maximise benefits to the environment and minimise negative impacts All these recommendations are most important if the guesthouse is within the proximity of a nature protected area. Tourists should treat the nature and environment with respect. In order to minimize the negative impacts of the tourism guest house on destination you can develop codes of conduct (what a visitor should do and what should not). This may include: • Clothes which are culturally acceptable; • Sensitive topics that should be avoided; • Language and expressions that should not be used; • Places to avoid/ not to enter; • Permission to take photographs.

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Keep in mind for Eco-certification

(B.1.1. EETLS Certification Criteria)

• Include in your vision or business plan a statement that you support the development of local community and the conservation of nature; • Support the initiatives and actions for local community development and conservation of nature (offer your facility for local meetings; organise an event where you can distribute some information materials about the conservation of nature); • Support educational activities among local communities on nature and local culture; • Promote the destination and the local community through your marketing tools (web page, brochure, Ecotourism guide etc.). You should find out concrete steps in order to materialise the recommendations listed above. The EETLS (European Ecotourism Labelling Standard) recommends the following as examples for concrete actions: to establish your facilities as the hosting place for local meetings on development, to provide information to customers about sustainable tourism development and related initiatives in the area by displaying brochures and other informative material.

As an active member of the community you should get actively involved in community’s life: • Host educational activities, seminars or workshops for school groups in your facilities; • Cooperate with visitor/info centre in the area; • Take local groups (school groups for ex.) on educational tours; • Together with the community and other stakeholders discuss needed improvements in the community and take action; • Provide access to work experience and • Provide internships and accept volunteers • Promote the destination through: web page, brochure, tour programs, tourist guides, mass media (radio, TV, etc) You should contribute to, or take part in some kind of local development work. These can include:

• Educational projects

• Small infrastructure projects

Mountain rescue • Volunteer fire brigades • • Maintenance of rural roads, road signs for tourists, reforestation, clearing woods etc. • Employ local people and assure the training if necessary; (B.2.)

It is necessary also to keep in mind that the destination sells, not the guest house alone!

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2. Guest house outdoor space. Courtyard, gardens

Welcome in our guest house!

These are in most cases the first words of a good host. But not only your words serve to welcome your guests. It is also the general image of the guest house, the gardens, the courtyard, the fence. All these are very important for the very first impression of a tourist. And as you know, the first impressions counts the most.

In a guesthouse, an eco guest house and in rural the first impression is given by the courtyard and the space around the house. Therefore, you should make sure that these are aesthetic and functional. Tourists will perceive consciously or subconsciously if your site meets the expectations they Thehave. garden of colors and tastes Major elements observed by tourists are architectural features, the outside space of Above is a good example of a new the guest house, the building that respects the architectural landscape, entrance, parking characteristics of the respective area. area, building materials and Below is a good practice of welcoming pavements, signs directing to hand made signs, painted on stones and your eco lodge. These details wood. are outlining a first general impression of the location. In arranging the outdoor space, one must not forget what tourists want: preserved authenticity, spending time outdoors. And do not forget to respect the general rules for sustainable constructions, presented below.

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Your guest house should be easy to find, and the direction signs could be made from wood boards. The name should be large enough to be seen easily from a car, bike or by pedestrians.

(The Guest house Happy Fish, in Maramures Area, North-West of Romania)

If your guest house’s design does not meet tourist expectations, then you should take immediate actions to improve this. Some measures that can be taken refer to rebuilding the facade, planting of more plants and trees in order to create a cosier atmosphere. In the picture on the right side there is another example of an owner who has decided to build a new building that respects the traditional construction lines typical for the area. (Hilde’s Guest house, Gura Humorului, Bucovina Area) I

New buildings should be integrated as much as possible in existing nature elements. The picture on the left side shows a good example of trees that were included in the new landscape. The courtyard was built around the green field. The banks outside are made from wood which harmonises with the main building style.

(Guest house “At Home” in Bucovina, Romania)

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The court and the garden are the places where visitors relax

Tourists who come to an eco tourist destination are eager to see green areas; asphalt and cement are enough in cities. Do not hurry to cover the court with concrete pavers or tiles, but limit to keeping some alleys with gravel or river stone where necessary. Access should be available also to people with disabilities. Ecotourism as a responsible form of tourism which should offer the chance to experience nature and cultural heritage to people with special needs.

The courtyard alleys should be made of river stone. Another option is to pave the courtyard with typical material, cheap and available everywhere.

(www.transylvaniacastle.ro, Kalnoky guest house).

It is better to plant with grass, trees and flowers in as many areas as possible. Their colors cheer up the courtyard and garden.

Picture with people eating in the garden You can arrange near the house some bowers for spending summer afternoons. Another place of relaxation can be around a wooden table with chairs placed in an orchard or under a vine vault. Do not use plastic furniture but furniture made of wood or wrought iron or neutral rustic model. If possible, you may use furniture made in accordance with the typical models of the area in which you live.

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Interior beauty should be extended in the courtyard. The couryard must have banks or spaces for outdoor relaxation because it is the place where tourists spend much time when the weather is nice.

In any court or garden there should be preserved the traditional models of gates or fences . If there is a chance to restore or reassemble the courtyard, use traditional materials: wood and iron. When wood is to be painted, use the typical colours of the village.

A wooden fence can be doubled by a hedge which provides natural protection from road dust and optical barrier to keep privacy of the courtyard. (Guest house Happy Fisch, Maramures-Romania)

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Wood is a material that you can use for various purposes and fits well with the space outside the guest house. In the picture on the right side there is an example of outside lamps made out of wood by a guest house owner. It complements very well the garden green hedge and brings a rustic charm to the landscape.

Best practice example from a guest house from the region of Elena, Bulgaria - Yovcheva Guest house

Many guest houses have kept in the yard craft tools and old harness, to give an archaic feeling to the courtyard. Caution - use authentic objects not imitations made in the city side, and not too many. Keep in mind that anything used excessively destroys the beauty of the garden.

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Traditional detail of a Traditional detail of a chimney in Transylvania, Transylvania house, Viscri Miclosoara (Price of Wales Guesthouse, (www.transylvaniacastle.co www.transylvaniacastle.com) m, Kalnoky Estate). In Sucevita, NE Romania, the owner of the guest house has kept the door and has remade the veranda following the ancient traditional example (www.eco- romania.ro).

Details are very important. If you are lucky and your guest house is a restored old building, try to keep as much as possible the traditional elements. That brings out the authenticity and the unique character of your guest house. Tourists appreciate aspects that give individuality to accommodation locations. To this “eye for details” we will refer as well in the chapter referring to the interior design of the location.

The attention to details could be proven in the use of other decorations that could improve the exterior of your guest house.

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If we have presented some positive examples in the text above, now we should pay attention to undesired situations that could occur. If you find yourself (your guest house) in the next images you should plan correction actions.

To collect separately garbage is a good On the building wall there should not be any thing. But find an aesthetic solution to cables or objects that are looking like hide the waste can. unfinished works. That shows negligence and sends a negative message to your clients.

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Providing tourists with adequate tourist information is of great importance. You should find a pleasant way for displaying all necessary messages.

Papers pined on the wood wall Simple A4 papers printed black and white are not spoil the beauty of the wood. attractive and as time passes by, they will easily get dirty.

Clean as you go! Keep nature green! Do not underestimate the language of your tourist destination!

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Modules 7&8 Guesthouse and Lodging Management. Ecotourism Good Practices in Guest Houses - The modules have been developed by the Association of Ecotourism in Romania

The outdoor living room of а guest house – the garden

There is no pleasant in the countryside without the hours spent in the garden in a hammock, lying on a blanket in the grass, or in the courtyard under the vault of a vine, all these reminding of childhood holidays. In recent years, these moments of rest and relaxation have been emphasized in tourist offers and at the same time they have become something which is highly sought by visitors.

The tourists are willing to pay more for accommodation with gardens where they can spend a few hours in the open air. Visitors especially prefer gardens which have been designed in the typical style of the region. EETLS Criteria for Ecotourism recommend that while arranging the green area around the guest house you should avoid planting mono-cultures in large areas.

The garden itself could be used as an educational space for youngsters in ecotourism. Herb gardens could be used for presenting the local species but in the same time you can use it for cooking.

A garden in Elena, Bulgaria. The place offers to chance for tourists to pick up the vegetables that they will eat later.

You should take good care of the orchard and vegetables garden and guide tourists there. They will want to know a little bit about the varieties of fruits and vegetables in the area

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and even to pick up with their own hands tomatoes, cucumbers and onions that would be used for cooking. Give them the opportunity to collect from the orchard apples, pears, Mirabelle plums or any other fruits that you can offer each day for breakfast. For some tourists this is a preferred activity in the courtyard of a guest house.

There should be used only nature-friendly methods in the vegetable garden in order to improve the quality of the land. Maya, the owner of a beautiful guest house, Yovcheva house, near Elena showed us the compost compartment, at the side of the garden (the picture on the left side). The separation of house residues is a must in ecotourism. The good news is that the created compost will enrich the soil.

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The color of the garden should be green, not grey! Avoid big surfaces of cement. Use instead stones to make some paths in the garden. You can split wisely the garden territory with these paths. The picture on the right side was taken near to Elena, in Yovcheva house.

Provide the opportunity for guests to relax in the courtyard garden or outside on the terrace. You will find that tourists prefer to be accommodated at guest houses which provide such an outdoor advantage. In the porch you can place two chairs which are wicker woven and there can be a hammock or a lounge chair in the garden.

(Happy Fish Guest house, Maramusres – Romania) (Hilde’s Residence, Bucovina- Romania)

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The outdoor space of the manor could provide some space for several outdoor activities: actively spending some time outside, cooking or organizing artistic events for your guests, no matter if they are youngsters or adults.

Gardens are the place for outdoor activities, for young and for grown-up tourists. The indigene plants or traditional arrangements could be the scene for different activities.

In the construction of the courtyard do not forget what tourists crave for: the pleasure of spending time outdoors. This can be enhanced by the traditional arrangement of these authentic locations. If you want to modernize the courtyard in order to resemble one from the city, then you take away the tourist’s pleasure to feel on a holiday in the countryside.

Traditional decorations or plants can give an additional charm and serenity to the landscape of your courtyard. (Casa cu Zorele, www.eco-romania.ro).

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If you want to do some special adjustments in your courtyard (play ground, grill), you should make them at a reasonable distance from the main construction, in order not to bother other tourists (smoke, noises can be polluting factors).

Tips for certification

It is crucial to respect the natural surroundings (EETLS: 2012, p.15, A 6.2.1 and A.6.2.2.) and the cultural heritage surroundings in the design of the guest house and in the arrangements that you intend to do in the outdoor space of the guest house. The construction should not overcome the height limits of the surroundings and you should not use colours that are in contrast with the colours around. Exceptions are situations where such colour is the traditional colour of houses (for example the houses in Danube Delta and in Transylvania are blue, as seen in the example below).

Traditional House from Bucovina, Romania. Traditional House from Danube Delta, Romania

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Traditional House from Elena Region, Bulgaria

The outdoor space is pleasant and welcoming A nice outdoor terrace for the meals from the first steps in the courtyard. could be a plus for the guest house.

Check list for proper planning of buildings and annexed areas (A.6.1., A.6.2.), and for sustainable construction works (A.6.3.)

□ The building and other infrastructure are well adapted to the natural environment; □ You use indigene plant species in the design of outdoor space, of gardens and courtyard; □ You have made only minor changes in the landscapes (for example cement and asphalt are used on a reduced surface); □ You have used as much as possible natural materials in the construction and in the guest house infrastructure; □ The colours used fit well with the landscape; □ The construction style is adapted to the local architecture style; □ You have clarified with the landowners the right to access for your activities their lands (for walking trails or similar); □ You do not use non-local species and if used, they should be screened to avoid introducing potentially invasive plants and animals, which have negative impacts on biodiversity and local ecosystems (Native flora is adapted to local conditions (drought, temperatures, etc) and local pests, reducing the need for irrigation (reducing water use D.1.4) and chemicals (criterion D.2.4). □ You use sustainable landscape techniques that incorporate local flora and in this way they preserve the character of the natural environment; □ You have formulated in your business plan statements regarding the integration of sitting and design of buildings in the natural surroundings, and in the cultural heritage, and you have implemented it (A.6.2.a and A.6.2.b); □ You use sustainable constructions techniques (A.6.3) that can be an example for the local community (appropriate material, local labour and sustainable practices); □ You have cooperated with architects who are familiar with local architecture and with workers who know the traditional working methods;

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□ You have consulted and are informed about bio-climatic architecture, and if possible and if it fits well with the surroundings, you will apply such techniques; □ Promote whenever you can your positive experience and sustainable methods described above to the local stakeholders; □ You provide access for disabled people. (A.6.4. Special Needs Access); □ The business uses native species for landscapes and restoration, and takes measures to avoid the introduction of invasive alien species;

Examples of active participation in biodiversity conservation (EETL: 2012, p.65). We can guarantee that your tourists will be glad to join you! • Offer voluntary work to nature conservation projects (in co-operation and in agreement with nature conservation authorities and landowners) as for ex. surveys on species to collect data on biodiversity: are there animals and/or plants in the destination area that fall under the provisions of the CITIES - on Trade in Endangered Species? • Native tree planting by tourists to mitigate CO2 emissions, or for reforestation; • Hay-cutting, bush clearing etc. • Winter feeding of wildlife (only supervised by local guides/ experts); • Organize days to clean up litter (at beaches, in forests, in mountains etc.); • Create artificial wildlife areas/ habitats (ponds, dry stone walls, vegetation corridors etc.); • Install bird nests; • Measures to protect marine areas (incl. protection of dune areas) from e.g. soil erosion, flood hazards etc.

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Keep in mind for Eco-certification

Landscaping and Biodiversity Conservation (EETLS: 2012, D.3.3., p.65)

An Ecotourism business is also by definition an important direct and indirect benefactor of biodiversity conservation. Contribution can range from active participation in projects to financial contributions. Here are some advices that you should pay attention to as regards activities in the outdoor space of your guest house:

□ Avoid planting mono-cultures in large areas (this increases the spreading of diseases); □ Plant herb gardens (to present to clients local herbs); □ Construct dry-stone walls (habitats for lizards etc.) □ Bordering woods must not put buildings and facilities into risk (forest fires, falling trees) □ Your business contributes to the support of biodiversity conservation, natural protected areas and areas of high biodiversity value (D.3.4.1); □ Close a cooperation agreement with the natural area manager which states how the contribution to the conservation of the area is performed (D.3.4.1.a); □ In order to become certificated it is recommended to ensure a financial contribution to local nature conservation plans of at least 3% of the value paid by each tourist (once/tourist/stay); □ Reflect on concrete actions for nature conservation. Include it in you business plan (for ex. Donation / funding for a project / action of nature conservation or direct involvement in projects of environmental education); □ You should not offer any products or services that damage humans, animals, plants, natural sources or which are socially / culturally unacceptable;

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YOUR MISSION: TO BE A GOOD HOST

As owner of a tourism eco-guest house you should be open and thoughtful of the needs of tourists. If you provide them with high quality services, a pleasant atmosphere and enriching experiences, their number will increase.

A nice and open smile is the best greeting that you can offer to a guest!

Be proactive and anticipate tourist needs. This attitude functions better than you think! Do not wait to be asked, ask first if your visitors still need something.

Find out what the tourist wants. That is the first step for achieving an overall satisfaction! 9"

You should know that foreign visitors live differently than you and have other values. For example, some of them eat less in general and eat less fat, do not spend so much time watching TV. Eco tourists enjoy activities in the nature, being active or just nature contemplation, watching wildness and other similar activities. They also do not want to hear music on the radio all day and especially not at night. Do not let the TV sound loud at night; do not bother with parties in front of their window. If you have a household with animals, let them know the start time of the morning household activities. Try to see what they like and give them services accordingly.

Another important thing is the intimacy of tourists. Tourists, especially those from abroad, need not to be bothered and have their own space. If they want to talk to you, be nice to them, give them the necessary information.

It is vital to have an accurate feedback about the services that you deliver. The easiest way is to ask them directly, in a friendly and polite manner. If it is difficult for you to directly communicate, use “written communication”. For example you may do a stylish guest book where you can ask tourists to write their impressions and any proposals for enhancement of services.

The guest-book could be a source

of inspiration in the process of

constant improvement of your

services.

The next chapters will contain some recommendations regarding the organization of guest house space and of guest house specific activities. We hope that this information will help you while delivering high quality ecotourism services. But do not forget that your main goal should be achieving tourists’ satisfaction.

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6. Quality of guest house space

(Source: www.eco-romania.ro, Casa cu Zorele)

The interior space of a guest house should be

functional and pleasant

The basic tourist offer of a guest house consists of two important elements: accommodation and meals (breakfast, lunch, dinner). To these are added recreational activities and information available about the existing attractions in the nature parks or in the area.

Guest house owners should not put any futile efforts in offering tourists something exotic or anything which cities can offer but guest houses shall offer something authentic, something typical for this area. After all, tourists travel to rural areas or eco-destinations for one sole reason: to experience something authentic from the respective area.

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First condition for a nice stay: A good bed.

(Casa cu zorele, www.eco-romania.ro)

Tourists love rooms which have been furnished like the rooms of their grandparents – with white walls and a wooden floor. The way how rooms are presented may make tourists feel good. Also, the beds in which they sleep are very important: they should be large enough, with comfortable mattresses, firm and uniform, if there are any springs, they should not be felt.

Of course, an old-style bed has a specific charm, but, regardless of the style, the bed should not be fragile or not resistant enough. A common problem is that the beds made from pressed wood in time lose their quality and stability. The best material, although its price is higher, is wood. In time you will realize that it has been a wise investment. A guest house can have several types of beds. If you have two rooms, put in one of the rooms a double bed, suitable for couples and in the other room, single beds for children. If you have only a single guest room, opt for a double bed.

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Many tourists look for rooms with rustic furniture, typical for villages. You can hire a talented carpenter who can create new furniture from vintage models or you can search for old furniture and restore it.

Another “must” are white linen. We know that other colours are much easier to clean but the effect is not the same! A set of bed clothing should ensure for the tourist a comfortable temperature during the night. There should also be some extra blankets for colder nights. Linen with some embroidery or lace, or old models of yesteryear is very appreciated by tourists.

Place bedside tables in the vicinity of the bed (the same model as the bed or in a similar style). Tourists can put a glass of water on the nightstand, a book or other trinkets. On the bedside table there should also be functional lamps and the switch should be within an easy reach by hand.

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The bathroom - cleanliness and functionality

The bathroom is very important. It should be sufficiently spacious to permit an easy access and have the following amenities: a simple sink, a shower or a bathtub, and a toilet. In addition, it should be equipped with:

• a shelf for the bath tools; • soap dish; • cabin shower curtain or a dividing cabin; • mirror above the sink; • bright lighting in the waterbath and sink area; • electrical switches (located under the safety standards of electrical installations for baths); • porous tiles or wooden floor tiles; • easy to clean tile; • fan for hot and humid air discharge (if there is no glass which ensures natural ventilation).

If there is one common bathroom for all rooms, dispose in the rooms some places next to the bed where tourists can hang a towel. This way, the towel can dry after each use and will be easy to find. Cleaning the bathroom and the sanitary spaces must be always handled with great care.

Do not forget that water is a resource. Place in a visible place a message that will remind this to tourists: they should use water wisely and they should put on the floor the towels that should be cleaned. Also, for cleaning purposes you should use eco-friendly substances.

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The living room: a space where guests can discuss and relax

Tourists staying at your guest house will be eager to know some local citizens or other indigenous people, to talk with the hosts, to learn more about the area and the surroundings. Visitors would love to relax in your common space that is the living room (if you have such a room). Here, tourists can read books, play some games or can write postcards for their loved ones back home.

The public space of a guest house consists of a lounge or, if this is missing, the common space can be replaced with a dining space or with a larger lobby where tourists can relax together. Such a space is also the favourite place of families with children, giving them the necessary space to freely move as compared to the room where they have been accommodated.

Common spaces must offer more options for staying: a sofa and several armchairs arranged around a dressing table. A wardrobe, few rustic shelves for books, photographs and other personal details can create a cosy atmosphere in the room and a pleasant environment. Don't decorate the living room in excess, because too many objects and ornaments can create an unpleasant atmosphere.

If you have a small house and you do not have the possibility to arrange a living room, then make sure that in the bedroom there are a few chairs and a table around which visitors can stay if the weather is bad and they cannot get out.

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The public space could be extended in the outdoor space, near to the guest house. Yovcheva House, near Elena, Bulgaria.

Display books, information about the nature parks, about fauna and flora in the destination in a small info-point at the reception

Written communication with visitors could be a good alternative to transmit vital information to tourists. Place an information board at the entrance in the guest house or at the reception, with the main information related to your guest house. At this info point you can display maps of the area, description of the area, tourist attractions around the guest house and many others.

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As well, this information board could contain some recommendations to tourists: to behave respectfully in the destination according to the ecotourism regulations.

Keep in mind for Eco-certification

Design and Construction of Buildings and Infrastructure (EETLS, A.6, p. 15)

□ Use locally appropriate principles of sustainable construction; □ Provide access for persons with special needs; □ The business uses elements of local art, architecture or cultural heritage in its design, decoration, food, or shops; while respecting the intellectual property rights of local communities; □ Elements of local culture can be incorporated by: o Using local architectural styles in the design of the facilities o Using elements of local decoration such as artworks from local artists, local handicrafts, furniture and decorations of local style, crockery and pottery from local craftsmen, fabrics woven locally, articles of daily use that are common in the locality □ Energy consumption should be measured, sources indicated, and measures to decrease overall consumption should be adopted, while encouraging the use of renewable energy; □ Comply with environmental protection zoning. If you operate within a protected area, obtain all relevant documentation on graded protection and find out the regulations and requirements in your area □ Comply with designated areas’ requirements. If you operate within a designated natural or cultural heritage area, obtain all relevant documentation on specific requirements from competent authorities.

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8. What should we eat? Breakfast does not mean just a coffee and a sandwich

A good day can be recognized starting from the breakfast

Simple food is the healthiest and country side home made food is the most palatable. These are the considerations of tourists visiting you. Then why struggle to offer tourists what cities can also offer them? The tourists will appreciate a lot the garden vegetables, homemade skim milk, homemade marmalade. Tell the story of food you serve in front of the guests – it will amaze them to hear that everything is fresh and the food is cooked by your mother or mother-in-law.

Avoid serving at breakfast packed croissants or cookies or honey, butter and marmalade that are pre-packaged in tiny plastic boxes. They can be substituted with honey and dairy produced by locals and home made marmalade.

Honey and marmalade are much more attractive if they are served on the table in bowls or small glass jars. The products should look and be fresh. Do not forget to give your guests at breakfast syrups or natural juices because in the morning the body needs at least two glasses of fluids for hydration.

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Homemade sausages cut on a plate or pieces of sliced bacon will also please the guests. Especially if it is a local speciality, as is the case in Elena region.

Offer for breakfast (or other meals) fresh bread or cakes cooked in the guest house's kitchen.

In addition to a number of basic products that should be found in the buffet - milk, butter, jam, coffee, tea, yogurt, bread, home-made sausages – you can have a few alternatives for breakfast of which tourists can choose from.

A breakfast meal has to be simple and effective. Use ceramic plates and cups or traditional plates which are simple, cheerful, made of white ceramic not plastic. Also use sets of cutlery in stainless steel, not plastic. Maintain complete services - nothing is uglier than a table with four to five different kinds of cups, plates and cutlery.

Avoid the use of plastic in any form, if possible. It is not environmentally friendly. Also, glass and porcelain are much noble and will look nicer on table with a wonderful tablecloth.

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Details are much more important than we think!

You should take care of the details. Though they might seem not so important at first sight, missing stuff can spoil the holiday of your guests. Instead, if you think of it in time, visitor satisfaction is ensured.

• Insufficient lighting is a frequent problem. Do not use dim bulbs, which can trigger a sad mood in some tourists, but do use strong bulbs. Furthermore, you can add more lamps in the rooms.

• Make sure that the doorknob to the dormitory is functional so that tourists can lock the chamber. In order to get into their room you should knock on the door. Most tourists crave for intimacy - no one else should enter the room during their staying, except for cleaning.

• Place windows nets for trapping flies or mosquitoes.

• Make sure that each room has at least a few hooks to the wall. There tourists may cling their clothes or towels. It is also recommended that all hangers be the same.

• Under the mirror in the bathroom place a shelf on the wall so that tourists can put their toilet kit there.

• A bouquet of fresh flowers in a vase, a bottle of water in a room or a plate with seasonal fruits are always compliments which show that you try to take proper care of your guests.

• The love for detail should be reflected in the preservation of architecture and decoration of the rooms. Use just a few items that can give a pleasant look - a bowl or a cup of traditional pottery, an old craft from the area, a towel with beautiful embroidery patterns. Do not put more than one or two such items because you may risk creating a museum of old objects which is not pleasant at all.

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9. The costs of our business

How much money you will ask for the tourist services that you provide? This is a legitimate question since the receipts should allow you to continue your business and provide you with a reasonable income for living. Tourists who would like to overnight at a guesthouse are willing to pay a price that is usually comparable to the one paid in other regions or other similar establishments. The owner must make an attractive offer, so that visitors should be willing to pay the best price possible for what they will get. There are several ways to generate revenue in tourism.

Many units have accommodation rooms for rent only, while others have small rooms, meeting rooms, small workshops, and public catering facilities, additional services (e.g., horse-drawn carriage rides or guided hikes in the area). To increase income, each owner must first determine the products and services which he/she wishes to sell within the unit. Diversified services, included in the price or chargeable, may be a way to determine tourists to stay a longer period in your own guest house.

Tracking financial information will help you to know if your business is profitable or not. Maintaining a database of proceeds and expenditures is very important.

Categories of costs Calculation of the room price The initial investment costs: Option 1. The room rate is established considering the the -rebuilding of space (building competition price. rehabilitation, adaptation to the specific Check other guest houses' prices and set an equal price or a needs of travelers, fitting baths); cheaper one. If you choose this alternative, you must verify that -the purchase of equipment and furniture all your costs are covered. This option raises the risk of not for the bedrooms and common areas; identifying hidden costs and selling below the real costs. -acquisition of soft inventory (bed linen, Option 2. Price for overnight stay = fixed costs + variable costs + towels, tablecloths); -marketing and promotion (printed expected profit Stage 1. Estimate the fixed costs (administrative costs, marketing, promotional materials, web page, interest on debt, utilities, permanent staff salaries, supplies, promotion through tourism associations, maintenance expenses); etc.). Stage 2. Calculate costs that are for an overnight stay. Divide the total fixed costs to the estimated number of overnight stays for Operating costs for the guest house: one year (no rooms x no days x average occupancy of 40%). This -employed staff; includes the depreciation of fixed assets (the usage of room, -electricity and other utilities furniture etc); -costs for advertising and promotion; Stage 3. Determining variable costs per overnight stay. You will -accounting; need to divide the total variable costs (electricity, drinking water -repairs and maintenance; consumed, including services, additional hired staff, the average -suppliers of food and drink; loss of perishable foods and unreported consumables, the cost of breakfast) to the number of overnight stays; -other miscellaneous costs (consumables, Stage 4. To previous costs (fixed cost/ room + variable etc.). costs/room) add the expected profit.

Try to estimate all costs, including those that do not have to be actually paid (e.g. salary for members of the family). Just so you can realize what the real costs are. 21"

Keep in mind for Eco-certification

Sustainable management plan (A.1.1.a)

Be sure that the sustainability management plan includes an ecotourism development action plan □ Develop an operational plan (what, when, who is responsible) in order to implement the sustainable management plan □ The sustainable management plan should consider environmental, socio-cultural, quality, health and safety issues □ Implement at least 3 actions to communicate to the tourists through the management plan and ecotourism development. Use written communication if it is difficult to communicate otherwise these issues to tourists for written communication is sometimes the easiest way to get your ideas across an audience. □ Assign a responsible employee for these tasks – a “sustainability manager”.

Purchasing Policy (D.1.1.)

□ At least 80% of the subcontracted services (guides, staff, transport, kitchen or any other purchasing services) are executed by the local community; □ At least 80% of the goods purchased (food, farm- organic products, , building materials, capital goods, consumables and other goods) are primarily produces/provided locally and/or are typical local products; □ Certified products from the region are preferred or / and consists of fair trade products – organic products (at least 80% of the product); □ Purchasing policy requires re-usable, returnable and recycled goods where available at least 80% of the goods; □ Only reusable or recyclable containers are displayed (for example glasses). Disposable items are not used (utensils and containers) except under special circumstances and no often than once/persona/stay; □ One of the purchase selection criteria of products is based on the number and material of packaging; □ All new purchase equipment should be class A energy (“energy efficient”); □ All transport, purchased or subcontracted, should try to minimize the environmental impact. When possible, staff and tourists shall be advised to choose walking on foot or biking over other means of transport which are not eco-friendly; □ When choosing or purchasing vehicles, the choices shall be fuel efficient. For example: use of vehicles that do not require more than 10 l fuel / 100 km.

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