We’re thrilled to share that ASSC Member, Kabn has been shortlisted for the prestigious Highlands and Islands Thistle Awards (HITA) in the category of Best Self-Catering or Unique Stay!
Here’s an in-depth look at their journey to this remarkable achievement.
Q. Please can you give us a little bit of background into your business?
A. Starting a business often arises from a blend of personal passions, pivotal moments and the ambition to fill a market void. Our journey to founding Kabn was no exception. The inspiration behind our venture emerged from a profound love of nature and a series of transformative travel experiences that shaped our vision and values.
We drew particular inspiration from our travels across Japan, Bhutan, India and Africa. These journeys taught us that being off-grid and remote does not limit luxury; rather, it redefines it. Immersive encounters in nature create lasting, powerful memories and profound reflections and we realised that combining luxury hospitality with conservation through high-quality, low-impact retreats in nature was not only possible but highly desirable. However, at the time, no brands in Europe, let alone Scotland, offered genuine experiences like this in a modern aesthetic. Recognising a gap in the market, we set out to create Kabn in Scotland, a place with abundant breathtaking and varied landscapes, excellent transport links and strong tourism numbers.
Another turning point was our growing awareness of the environmental impact of conventional tourism. This realisation prompted us to envision a different kind of retreat—one that prioritised sustainability and minimised its ecological footprint from inception and construction through to operations and the guest experience.
These experiences and motivations coalesced into a clear vision: to create a network of eco-friendly kabns in remote locations that offer luxury accommodation while promoting environmental stewardship.
Q. What does being short-listed for the Highlands & Islands Thistle Awards (HITA) mean to you and your team?
A. Being a finalist for Best Self Catering or Unique Stay at the Highlands and Islands Thistle Awards is an incredible honour. It reflects our dedication to providing exceptional sustainable experiences in nature, celebrating the natural beauty of our region and creating unforgettable memories for our guests. We are thrilled to be recognised among the best.
Q. How do you ensure that your operations are environmentally sustainable and socially responsible?
A. At the heart of Kabn is a commitment to sustainability. From the pre-fabricated method of construction (which produces less waste and less disturbance on site) to the eco-friendly vegan wash products to the organic and fair trade linen. Even our septic solution is made out of recycled coconut husks! Our goal is to create kabns with minimal environmental impact which simultaneously provide a platform to inspire individuals to protect the stunning landscapes that surround us.
We also believe strongly in supporting the local communities where our cabins are located. This includes partnering with local individuals and businesses for supplies and services as well as showcasing local businesses to our guests, encouraging them to immerse themselves in the area. By doing so, we aim to create a symbiotic relationship where both our business and the local community thrive.
Q. How do you incorporate local culture and community into your guest experience?
A. We believe that the best way to incorporate local culture and community is by encouraging our guests to explore the surrounding area. To do this, we have an extremely detailed “Experiences” page on our website (and also in our digital guidebook) which provides a number of activities and adventures that guests can try locally.
What’s fantastic about self-catered accommodation (as opposed to a hotel) is that guests can explore the local area and pick up wonderful local produce to cook and enjoy back at their Kabn. We are fortunate to have the Loch Fyne deli only a short drive away which stocks a fantastic selection of local produce, from venison which lived on the surrounding hillside to the infamous Loch Fyne oysters.
Q. What is your approach to providing exceptional customer service to your guests and how do you ensure that every guest has a memorable and enjoyable stay?
A. At Kabn, our approach to providing exceptional customer service is centered around personalised attention and genuine care for our guests. Although we are a self-catered property, we believe that every interaction is an opportunity to create memorable experiences. From the moment a reservation is made, we ensure seamless communication via email and WhatsApp and our dedicated team offer prompt, courteous and thoughtful responses to enquiries. Throughout the guest stay, we also operate a WhatsApp concierge service 12 hours a day, helping guests with reservations and answering any questions that may arise. This service and meticulous attention to detail have been praised by our guests since launch.
Customer service extends beyond human interaction though. We believe customer service is entwined deeply with guest comfort during their stay. As such we went to a lot of effort to provide a range of thoughtful touches throughout the kabn. Some examples include our wide selection of complimentary organic herbs, spices, coffee, tea and oils, along with a bag of generous welcome goodies. To ensure the coffee experience is exceptional, we even provide three different brewing methods, a hand grinder and some of the purist organic coffee beans you can find (the beans are independently lab tested to ensure they are completely free from mycotoxins, pesticides and mould)! In the bedroom, we sourced premium British made, eco-friendly mattresses, with a choice of two different types of pillows, a duvet made from recycled plastic bottles in a factory powered 100% by renewable energy, as well as organic and fair trade linen to sleep in. We even provide complimentary electric shoe dryers for those wetter days (powered, of course, by solar)! Outside you will find a Green Egg BBQ and complimentary premium charcoal to enjoy whilst looking out over the Loch. Although our accommodation is self-catered, we believe that these small, thoughtful details make for a more enjoyable, memorable and transformative stay.
Q. What role does tech play in enhancing your guest experience
A. Technology plays a crucial role in enhancing our guest experience by streamlining communication and service, ensuring that our guests have a seamless and enjoyable stay. From our user-friendly digital guide to WhatsApp concierge services, we can promptly address guest needs, provide personalised recommendations and facilitate smooth check-ins and check-outs. At the same time, we also encourage our guests to disconnect from their devices and immerse themselves in the natural beauty around them. Achieving this delicate balance means leveraging technology to enhance convenience and comfort while promoting a digital detox, allowing guests to truly unwind and reconnect with nature.
Q.What current trends in the tourism and hospitality industry are you most excited about
A. We are most excited about the growing trend of regenerative travel in the tourism and hospitality industry. Unlike sustainable travel, which aims to minimise negative impacts, regenerative travel seeks to have a positive impact – on our guests, the community and the environment. This approach aligns perfectly with our mission at Kabn, as it emphasises restoring and revitalising local ecosystems, cultures and communities. By integrating regenerative practices, such as sustainable, low impact design together with immersive cultural experiences, we can create travel experiences that not only delight our guests but also contribute positively to the environment and society. This trend represents a significant shift towards more meaningful and impactful travel and we are thrilled to be at the forefront of this movement. We are proud to be contributing to the ongoing shift towards experiential tourism and the growing appreciation for authentic, hyper-boutique brands and properties.
Q. What advice would you give to other self-catering operators looking to achieve similar success?
A. What we believe is critical to the success of a self-catering business is a focus on creating authentic and memorable experiences for your guests. Historically there has been a perception that self-catered properties cannot provide the same levels of hospitality and service as a hotel but we want to challenge that belief. Although there are of course differences (we are not welcoming our guests on arrival or on site during their stay), we are still able to provide a number of hotel-style thoughtful touches to guests during their stay, whether that’s arranging a surprise birthday cake for arrival or help booking local experiences and activities.
Q. What are your future goals for your self-catering business?
A. Our ambition for Kabn is to be a leader in regenerative luxury hospitality, demonstrating that eco-conscious living and high-end experiences can coexist harmoniously. As we continue to grow, our commitment to sustainability and community engagement remains unwavering. We plan to expand our network of kabns to new locations, each selected for its natural beauty and to evolve our sustainability practices to ensure we are a business which has a net-positive impact: on the environment, on the community and on our guests.
In the near term, we are focusing on building out kabns in remote locations across Scotland but our longer term goal is to create an aspirational, low impact, high quality retreat in nature providing a hyper boutique and luxury hospitality offering. Our future projects also include offering internships and work experience opportunities for young people locally and collaborating with conservation organisations to protect and restore natural habitats.
Through strategic growth, innovative practices and a commitment to positive impact, we aim to create memorable experiences for our guests while contributing to a healthier planet and vibrant local communities. We are excited about the future and the opportunities it holds to make a meaningful difference in the world.
Q. Any final words of wisdom or inspiration for other self-catering operators?
A. In an ever-changing market landscape, where guest wants and desires are constantly changing, the ability to evolve, embrace new challenges and adjust strategies is crucial for long-term success. Owning and operating a self-catered business isn’t easy and at times can be frustrating and disappointing but being open to change, continually learning and remaining flexible in the face of unforeseen circumstances, is what makes this an exciting journey to be on.