From “Ask Kit!”:
Q: I believe “guest services” encompasses everything that makes a guest feel welcome, comfortable and secure. Why do I not find that in B&Bs all the time?
A: Nicely put. I think what you described also makes guests feel as if they matter. They can feel surprised (in a pleasant way! ;~) and pampered.
Why don’t you find it in every B&B? Because every innkeeper has their own definition of “guest services”, reflecting who they are and where they are coming from. Ideally, innkeepers find a way of communicating what their attitudes are on that subject, as part of their market niche definition, so as to attract guests who want that kind of service.