Flattering Photos

Recently I was talking on the phone to a prospective guest. I was describing our guest rooms to her while she looked at the photos on the website. She was excited about booking with us and breathlessly stopped me part way and asked, “Are these photos for real?” I was a little taken aback, but assured her that yes, we took them ourselves, and that yes, the property and everything she sees there is exactly as pictured.

Her question seemed strange at first, but as I thought about it, I realized that it was fair. In fact, it wasn’t the first time I’d heard it, or something similar like: Do you serve breakfast? Do you have to pay for parking/internet? Do you really have an ocean view? Are your breakfasts really the way you describe them? Is there parking? etc. We’ve tried to provide loads of helpful information on our website, and are always ready and able to answer questions via email and phone, so we’re always slightly surprised by these questions. But what we’ve eventually come to realize isn’t that we aren’t being clear in our communications or marketing, but that there’s lots of misleading info out there in general that tourists and visitors have to wade through (oh, and the standard of accommodations on the island is unfortunately surprisingly low in some cases).

We realize our photos aren’t that great. In fact, we took them ourselves. Don’t get me wrong, we would LOVE to pay a professional photographer for new photos that really capture our place. Our photos really don’t do justice to the place, especially to the size of the guest rooms. But on the other hand, we always wanted to paint a REALISTIC picture of what’s here. Our guests arrive and either say, “it’s exactly as it looks online”, or, “it’s even better than we thought it would be!”, which is EXACTLY the reaction we want. We would never want a guest to arrive after all the expense and effort of travel and planning and be disappointed.

We have, however, heard plenty of stories of guests who have been mislead, and we have also been misled. For example, a common pet-peeve of ours is when B&B’s or vacation rentals advertise panoramic ocean views and sport great ocean-view shots on their websites, but have either used photos that were taken with a telephoto lens from miles away OR have had their once fine view obscured by foliage (which can happen in a place where there’s no end to the growing season). This gives a false impression of proximity to the ocean and/or of the view from the property. We once stayed at a place that had a photo taken – obviously once you’ve been here and seen it – from Alii Drive, but was actually located at least five miles up mauka.

Oh, and the view from the property, while probably great thirty years ago, was totally overgrown with trees and vines. You could only see sky (which is fine, but not what we were expecting). Everyone says “ocean view” here, because we’re all near the ocean and probably sitting on a hill, but not all views are equal. Another pet-peeve is guest-room shots that make the rooms look much larger than they actually are (fish-eye view). We’re always grousing about our lame efforts and how our photos only show a portion of each room. We’ve shot from all angles, at all times of day, sitting down, standing up, crouching, etc., but again, we’d rather delight than disappoint. It seems that it’s common practice to go the other way. We had some guests recently who stayed at a place where it turned out that the guest rooms—although they looked large and roomy on the website—were all in a converted basement and had very low ceilings. They felt so claustrophobic they left. We stayed at a place a while back that looked to be a massive cottage online, but in reality was a teensy-tiny little studio.

Another unpleasant surprise relating to size has to do with guest room bathrooms. Because traditional B&B’s are usually converted homes (and often guest rooms are old kid’s rooms), it is not uncommon to either have to share a bathroom with other guests, or to have a small bathroom in the room that’s been converted from a closet or other small space. There’s nothing necessarily wrong with this, you just have to know what you’re getting. We had a guest stay at a place that did have private bathrooms—which was nice—but the shower was so tiny she bumped into the sides when she had to bend over to get soap. She laughed about it, but it had been uncomfortable and claustrophobic.

It is such hard work to plan a trip and find the perfect place to stay, and our thought as innkeepers is that, after all the effort, guests should find something that makes them happy. If, when we’re speaking with a prospective guest we get the sense that they may not be happy at our place, we will say something and make a recommendation that we think we’ll be a better fit for them. The last thing we want is for someone to be unhappy here. As a visitor, it’s important to do your due diligence and find a place that works for you. Your vacation-time is precious, and you should be able to relax and enjoy it.