Our Hosting Principles are the backbone of everything we do here at Bob W, they are our “secret sauce” to success (yum!). Our principles remind us of what really matters— They’re all about how we treat our guests and what we stand for as a team.

These principles guide us day in and day out, shining through every guest interaction. We’re not just about offering a stay; we’re about offering an unmatched experience. 

We aim to leave a lasting impression—not just in the details of the stay, but in the positive feeling we leave behind. Our guests should always walk away remembering us for the positivity, smiles and happy times. We are here to make their time and experience with us truly unforgettable.

How did we develop the principles?

1. We bring Good vibes only

With warm welcomes, big smiles, and those little personal touches, we pack the guest’s stay with positive vibes from start to finish.

We know our guests and meet their needs

We don’t just remember names—we remember the little things that make each guest unique. By keeping track of preferences, we make sure every guest feels seen, valued, and cared for. We remember names and preferences— "Reservation AMS-PAP4-70089" becomes "Harry, the family guy who’s always up for some local chocolate."

We are warm & welcoming, vibes are our thing

From the moment guests arrive, we want them to feel like we’ve been waiting for them. We’re here to make their stay unforgettable—genuinely warm, attentive, and always tuned in to their needs. Every interaction is an opportunity to leave a lasting impression.

We smile, as smiles are our secret weapon

Whether in person or on the phone, we lead with optimism. Our smiles are contagious, leaving guests with a positive vibe that lingers long after the conversation ends.

We bring positive energy, no matter what

Challenges are opportunities to level up. Whether it’s a hiccup in the guest journey or a curveball, we tackle it with a can-do attitude and a smile. Our motto: "When in doubt, always do what's best for the guest." We keep their experience top of mind, always turning tricky situations into chances to shine.

2. We are genuine and real

We listen closely, take our guests seriously, and treat them like a friend in town would: with genuine care and attention.

We Know our neighbourhoods like locals

We’ve got the inside scoop on the best spots in the area—whether it’s the best place to grab a bite, hidden gems, or the local hangouts. By understanding what our guests are looking for, we’re able to offer personalized recommendations that make their stay feel authentic and connected to the community.

We know our experience inside and out

We're the go-to experts for our buildings, Bobs, and all the tools, systems, and processes that keep everything running like clockwork. If something’s not working, we take ownership, track it down, and make sure it's documented and sent to the right team for a quick fix. That way, we’re always ready to deliver fast, efficient support to our guests.

We know our role

We know exactly what we can do for our guests—and who to turn to when we need extra help. We fully understand how important our role is in the guest journey, and we never underestimate the impact we have. We’re all about continuous improvement and high standards.

3. We are problem solvers

There’s no issue that we can’t solve and we do it efficiently and seamlessly. We solve issues when they arise and know how to apologise when it’s needed.

We stay ahead of the game

We don’t wait for problems to find us—we spot them early and fix them fast. With a bias for action, we always have solutions ready. If we don’t know something, we find out. We stay proactive, always making sure things run smoothly and efficiently. We keep our guests informed, always promising only what we can deliver.

We uncover the heart of the issue with the right questions

We get it right from the start, so our guests never have to repeat themselves. By asking the right questions, we resolve issues quickly and clearly as we have the full understanding of the issue —no back-and-forth, no hassle.

We stay cool, calm, and collected

We ensure we're aligned with our guests on the urgency of their issue. Regardless of what's happening behind the scenes or how our guests respond, we remain calm and show them that we've got everything handled.

We embrace vulnerability

We own our mistakes and see them as opportunities to grow. We’re not afraid to be real, learn from our missteps, and communicate openly and transparently about them. When needed, we apologize sincerely and take responsibility to make things right, because we believe an honest apology is key to building trust and moving forward.