Owners really know how to make you feel at home.
By inviting you to come and have a natter in their own lounge; lending out gratis beach towels, and providing free 'essentials' to guests who've forgotten to pack things like razors and toothbrushes: the owners of the Malvern make you feel more like a visiting relative than a tourist or guest. This isn't corporate-style customer service; it's just good old-fashioned hospitality. Wonderful.