Publican Awards 2024 Best Accommodation Operator winner: St Austell Brewery

Major capital investment has helped St Austell take big strides forward in developing its accommodation business, while retaining the essence of genuine traditional pubs with appeal both to the Cornwall and Devon tourist markets and a core local audience.

While other operators in the region have struggled to maintain growth in the post-pandemic era, St Austell has managed to drive increases in both room rates and occupancy with creative approaches to marketing, including out-of-season Cosy Breaks and dog-friendly packages.

Room design and facilities have been upgraded in refurbished sites, with keen attention to detail, led by the company’s in-house design team, to provide guests with a feeling of luxury during their stay, across all tiers of room price.

Consistent offer

The aim is to provide consistency of offering while retaining the character of individual pubs and the rooms with them.

DAB radios, high-quality toiletries, free beer in the fridge, espresso coffee machines and, where space allows, a super-king bed, are all on the standard room spec.

Attention is paid to making the customer journey run smoothly from reception onwards to ensure that the experience is warm and welcoming.

High standards

All venues have dog-friendly rooms, with canine guests made to feel welcome with goody bags.

Refurbs pay as much attention to the outside spaces and bar areas as they do the rooms, to ensure that guest comfort and excitement extends across their whole stay.

Food, drink and service standards are high and the company has taken a proactive approach to sustainability, incorporating elements such as solar panels into accommodation developments at some sites.