- 5 months ago
The Hotel Inspector (2005) Season 20 Episode 1- The Ramblers' Rest -
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00:00I've been a hotelier for over three decades.
00:04Please remember at all times that you're representatives of the hotel.
00:08And I know just how tough this profession can be.
00:11It's 24-7 and it's seven days a week, so we're just exhausted.
00:15But not once in all my years...
00:18Oh, mother of God.
00:20...have I seen so many businesses...
00:22Pretty much everything I've earned has gone into this case, really, now.
00:25...and owners closer to the point of collapse.
00:30Let's make the break.
00:32So I'm back.
00:34Here to help rescue these flailing businesses.
00:38Can you put your belly away somehow, darling, or pull it down?
00:41It really looks like you just don't care.
00:43From hotel newbies...
00:45It's absolutely terrifying.
00:46...to village pubs.
00:47Gosh, I feel as if I'm in Saint-Tropez.
00:50And traditional seaside B&Bs.
00:53Fish and chips, anyone?
00:54And I'm up against the clock because they're all on the edge.
00:58I'm so obsessing.
01:00I'll be rolling my sleeves up and getting stuck in...
01:02I like a bit of a scrub.
01:04...delivering some tough loves.
01:06Oh, you're alert.
01:07I mean, oh, whoa!
01:08You have to be cutthroat, otherwise you can't be in business.
01:12To help these hospitality businesses get on the right path...
01:16I don't have any way to put a pair of knickers, but I've got a recycling bin.
01:19...before it's too late.
01:21We have to hit this hard and we have to hit it fast.
01:27Appearances aren't that important?
01:29This time...
01:29I'm not making it.
01:30Yes, you are.
01:31It really looks like you just don't care.
01:33I'm on a rescue mission...
01:35People don't want to stay with a load of your crap.
01:38...to drag a failing business...
01:40...their loans coming out all over the place.
01:42...with owners full of excuses.
01:44I think what we do for breakfast now works.
01:46They continue to say, no, everything's rosy in the garden.
01:50Where do I go from?
01:51Back from the brink.
01:52You can argue that all you like.
01:54I'm just telling you that as a guest, it's insulting.
01:59It's just come off the hinge.
02:01I need Terry!
02:02Four years ago, Nicky and her 59-year-old builder husband, Terry...
02:07Hey, Google, find my phone.
02:09...opened the Railway Rambler's Rest.
02:11It's in my pocket.
02:13...a nine-bedroom guest house with self-catering facilities.
02:16What you can't do in your bedroom, you can do in the outdoor kitchen.
02:20And guest perks.
02:22It's a nine-bedroom hot tub.
02:24I wish you'd stop saying hot tub. It's a spa pool.
02:26I'd say spa pool.
02:27We're offering sumptuous comfort with practical facilities.
02:31In the heart of Dartmoor National Park.
02:34If you just carry on a tiny bit further, there's a waterfall there.
02:37Oh, no, that's great.
02:39Oh, so close.
02:40So far, so good.
02:41But it's more than just their business.
02:44I absolutely love it up here.
02:46It is a dream come true.
02:48It's also the family home.
02:50For them and their two children, Charlie and Ollie.
02:53Boys, do you think you could come and help me with a room?
02:56I know.
02:57Come on, thank you, Ollie.
02:58My dad wouldn't be doing anything.
03:00He'd just be sat in the living room playing his game.
03:02Isn't that right?
03:02If he didn't have a bad leg.
03:04He might help if I was in an urgent situation.
03:07Terry had an Achilles operation.
03:09He's likely to be off his legs for two months.
03:12Have you sorted out any water bills yet?
03:14No.
03:15Hmm, Terry might be laid up, but I'm presuming the rest of him works.
03:20Whenever I do the laundry, you always tell me I do it at the wrong time.
03:22You can't do it this time and that.
03:23You can't do it then.
03:24You can't do it that.
03:25I think this is more avoiding work.
03:29Their venture into hospitality has eaten up every penny Nicky and Terry had.
03:34We'll probably have run the 200,000 mark, but a lot of that was also building this.
03:41This was a wreck.
03:42They've renovated the living quarters, but they don't own any part of the property.
03:46They're just tenants.
03:49And after a strong start, the business is now at rock bottom.
03:53We just don't understand what we're doing wrong.
03:56People aren't coming and you think, why?
03:58Why aren't they coming?
04:00To tempt customers, they've spent more.
04:02We've borrowed to put the spa in.
04:05With everything, it's probably a £60,000, £70,000 outlay.
04:09Their loan's coming out all over the place.
04:11They've hired purchase and bank loans, credit cards maxed out.
04:16They've borrowed thousands from friends and even traded in their safety net.
04:21We have now finally cashed in Terry's final pension.
04:25£45,000.
04:27But the bills keep coming.
04:29At one point, our electricity bills were just taking everything we had.
04:34And with Terry off his feet, it's forcing Nicky back into a nine-to-five.
04:40I've had to take on part-time teaching so I can bring in some money.
04:45If we lost it, that's everything gone.
04:48It's just heartbreaking.
04:51I'm 60 years old this year.
04:54I'm too old to start again.
04:56I've powered all my money in.
04:57If we don't make it work, I don't know what we'll do.
04:59Over two million visitors a year come to Dartmoor National Park to ramble, explore, and take in the 1,000 square kilometers of open moorland, breathtaking views, and exhilarating adventure it provides.
05:18This is a historic landscape that hasn't changed really for centuries, and it's one I know all too well.
05:29Ensley, one of our hotels, it's only about 15 miles down the road.
05:34It's a huge area, so for anyone who's interested in the natural world, it is a real magnet.
05:40Really keen walkers love Dartmoor, and it's very, very popular with holidaymakers.
05:47And where I'm heading, according to their advertising, has luxury thrown in.
05:53One bright spot is apparently it has a spa.
06:02This is budget cleaning.
06:10No, Terry hasn't been helping, have you, Terry?
06:12No, not at all.
06:14I'm making some toast.
06:15Yes, see, that's a mess.
06:17There's going to be crumbs on the worktop.
06:28I mean, I don't ask for much, but a plant pod, you know, Easter is just a hop, skip and a jump in a way.
06:35And, you know, no-one would gamble like a spring lamb looking at this.
06:43Sumptuous comfort with practical facilities for Dartmoor explorers.
06:48I don't know, but nothing about this is sumptuous to me.
06:53I mean, is it silk sheets and dancing ladies holding trays of Turkish delight?
06:59Sadly, there's no sign of that.
07:02But there is this monstrosity to greet me.
07:05Gosh, I'm not entirely sure that this is the first thing you need on arriving here.
07:09An out-of-order coffee machine.
07:12Never seen this before.
07:14Slow response.
07:15Sorry, I'm on crutches.
07:18Oh, God.
07:19Can you put your belly away somehow, darling, or pull it down?
07:22Hello.
07:24Hello.
07:25Nikki.
07:26I'm Alex.
07:27Lovely to meet you.
07:29Clearly you're not slow.
07:30Who is the slow-po?
07:32Terry's just had his Achilles.
07:34He's had it detached and reattached, so he's in a boot, but he doesn't do that much anyway.
07:40Right.
07:40Here he comes.
07:41Hello.
07:42Nice to meet you, I'm Alex.
07:43Nice to meet you, Alex.
07:45What is it that you'd like me to achieve while I'm here?
07:48Increased occupancy.
07:50Yeah.
07:50Will you save me my wheelchair?
07:51Sure.
07:52I can see why they would like increased occupancy, as tonight, I'm the only guest here.
08:00Thanks.
08:04Okay, so I'll have a look around here, and then I'll chat to you and Terry.
08:09Is that okay?
08:10Yeah, brilliant.
08:10Thank you so much.
08:13It feels and it smells clean, but it's a rather odd conceit.
08:19There's this enormous bed for quite a small room, and then a breakfast bar with a fridge
08:24and a microwave over there.
08:26You know, if you were doing serious walking, where on earth would you put a rucksack?
08:32You know, I don't have anywhere to put a pair of knickers, but I've got a recycling bin.
08:35There's literally nowhere to sit.
08:36There's literally nowhere to sit.
08:38You've been on the mall all day.
08:40You're wet and cold and muddy, and the only places to sit are on your bed.
08:44Let's see if any of the other rooms are better, but first, the bathroom.
08:50It's kind of fairly basic.
08:53I mean, I'm not entirely sure that this room's sumptuous comfort to me.
08:57Split across two floors, four rooms can sleep four or more people, and there are five doubles,
09:03all with kitchenettes.
09:05I've done my research, and the room rates range from £108 to £190 a night.
09:12Let's see what you get for the top price.
09:16Gosh.
09:18Well, you see, this immediately feels like a better set-up.
09:22For a family or a group looking to explore Dartmoor, this is a good practical option.
09:27So they're getting some things right.
09:31They don't serve a cooked breakfast, as there's no guest dining room, but I've read they have
09:35a shop.
09:37Good Lord, I am actually speechless.
09:40Funnily enough, the cupboard is bare.
09:43I mean, a little tiny bit of effort, please.
09:49Breakfast aside, effort has been put into the rooms.
09:53But what about the welcome lobby, which felt anything but when I arrived earlier?
09:59It's not really clear when you walk into this space what it is that you're coming into.
10:06There's signs everywhere.
10:08Please help yourself to any useful packaging.
10:11We don't like to throw it away.
10:12What is it in here?
10:15Well, I mean, never, ever have I seen this.
10:19So, you know, come to Dartmoor for a walking holiday, leave with a couple of cardboard boxes.
10:27I'm not entirely sure that they know what their customers might want.
10:32There are lots of things that aren't perfect.
10:35I'm perfect.
10:37Oh, it's just...
10:39Along with a fun-sized breakfast cereal from the shop and free packaging, their guests have use of a spa.
10:46I can't wait to see a spa.
10:47It's very exciting.
10:50If I can find it.
10:52I'm assuming this is where the spa is.
10:54I can't understand why there's signs everywhere, except to say, this way to the spa.
11:07Oh, gosh, I feel as if I'm in Saint-Tropez.
11:11It's enormous.
11:13What on earth did this cost them?
11:14Someone must have been laughing when they sold them this.
11:19I'm beginning to see where all their money's gone.
11:22I wonder if they spent the same on the alfresco kitchen facilities.
11:26Gosh.
11:30That would be a no, then.
11:32Well, what shall I cook in with the mould tonight?
11:37Blech!
11:40And their taps?
11:42Functuous.
11:44Everything's filthy.
11:46Why?
11:46It's a really nice idea, really badly executed, and really badly maintained.
11:59You asked Dad if he knew where the bags were?
12:01Yeah.
12:02Yeah, Dad wouldn't know where the bags are.
12:03I'm on a mission to help Nicky and Terry save their nine-bedroom self-catering business in Dartmoor
12:09before they lose it and the roof above their family's heads.
12:14Olly, pick the house!
12:18I have been rendered finally speechless.
12:21They want my help to boost bookings, but before I can do that...
12:25So, this.
12:26...they need to face some home truths.
12:28I mean, I don't even want to touch these cans.
12:34The water's not on.
12:35You know, this is really a bad advertisement.
12:39It really looks like you just don't care.
12:42You've got to do better than this.
12:44Ow!
12:46I've not been able to get out and do it, really.
12:48Move stuff around.
12:49No, you couldn't be.
12:50Your finger off your tablet.
12:53Terry might not have a working left foot,
12:55but that doesn't mean that the business should be resting entirely on Nicky's shoulders.
13:00So, tell me what you like about this business.
13:07It's almost like a dream fulfilled.
13:08I love it so much.
13:10So I can't really say...
13:11I love it.
13:12Dream fulfilled.
13:13I've never had anyone say that to me.
13:16What's your average occupancy?
13:1831%.
13:19That's really bad.
13:21Easter is the start of the season here in glorious Dartmoor,
13:30when swarms of holidaymakers will be looking for a base to soak up all it has to offer.
13:35They should be coining it in.
13:38Do you owe lots of money?
13:41Yeah, we owe quite a bit.
13:42We've put in well over £200,000 now.
13:46Is that including the loans?
13:47No, it's not.
13:49We owe about £90,000 at the moment.
13:51That's what we owe.
13:54And that's in various places.
13:55So we've got friends, loans.
13:57We've taken too big a gamble.
14:00Well, it's hard to make money when you owe that much money.
14:03I mean, that's the reality.
14:04A massive part of our debt is the spa.
14:07That was a big expense.
14:08That's probably £50,000 or £60,000.
14:12I hate calling it the spa.
14:13You don't have a spa.
14:15A spa is somewhere you go to have a massage.
14:17It's a very nice hot tub.
14:19Everybody seems to love us on our reviews.
14:21We get quite a lot with peak customer.
14:23It sounds like, no, it's perfect.
14:25Everything, we've done it just right.
14:27Oh, God, lucky, lucky us.
14:29Dream fulfilled.
14:30La, la, la.
14:31You know, it just, it doesn't ring true.
14:33I think that your marketing needs a lot to be desired.
14:36I mean, it's sumptuous.
14:37The word sumptuous isn't the adjective that would spring to mind.
14:40The helpful thing is that you've actually got a fairly basic product.
14:45I think you should embrace it.
14:48You know, otherwise, we're never going to get anywhere.
14:50I know people's dreams are all different.
14:53But really, to be running a self-catering accommodation at 31% occupancy,
14:58is that really a dream fulfilled?
15:00Not for me.
15:01If they continue to say, no, everything's rosy in the garden,
15:05and, you know, I mean, where do I go from there?
15:08I agree, our messaging needs sorting there.
15:09I've got our messaging needs.
15:11My marketing consultant here hasn't been very good at her marketing.
15:15I can't do everything.
15:16Well, that's just you do too much.
15:18There we go.
15:19It's my fault because I do it all.
15:21If you tidied up, I wouldn't have to.
15:23I've not been able to do anything.
15:24It's always like it.
15:25And it looks like we don't care.
15:27I'll leave them bickering to have supper.
15:30And given the state of the outdoor kitchen,
15:32mmm, it looks like it's going to be a ready meal for one tonight.
15:37I mean, what am I?
15:39Something's doing again.
15:40Gosh, well, that looks appealing, doesn't it?
15:44With the start of the season just weeks away,
15:47there's lots to be done here in just a short time.
15:51I hope that they're up for the challenge
15:52or this business could all go to pot.
15:55I've got to empty the dog treats in my pocket
16:02because otherwise I go around smelling badly.
16:05Terry, speaking of which...
16:08Yeah, I know.
16:10I'll have a shower to this.
16:11The kids are gone.
16:12I have three children.
16:14Right, see you later.
16:15Good luck.
16:18Oh.
16:18I didn't sleep badly.
16:22The bed's quite comfortable.
16:24But I woke up thinking,
16:25I'm just sure that their pricing is wrong.
16:29So I've had a look on a booking website.
16:32Tonight, for example,
16:34you can stay in this fine establishment for £109.
16:37But you could also stay at the Dutchie Housebedding Breakfast
16:40for £105, breakfast included.
16:42Good morning.
16:49Good morning.
16:51Good morning, dogs.
16:53Where's the other half of the dynamic duo?
16:55She's gone to work.
16:56How often does she do that?
16:58Twice a week.
16:59Bloody hell, darling.
17:00She's a dynamo, that woman.
17:03I understand Nicky needs to teach
17:04to repay the couple's enormous loans.
17:08Which makes it even more vital
17:10that they get this business back in the black
17:12sooner rather than later.
17:15I think if you're out from under the debt,
17:17this is a really nice little business.
17:18I think most of our debt
17:20will be paid within the next five years.
17:22Five years?
17:23I'm not sure the business will last that long
17:26unless they make some dramatic changes,
17:28starting with pricing.
17:30I looked on the booking website.
17:33And you can stay at your place
17:35for £109 with no breakfast.
17:37But you can also stay at the Dutchie House
17:40for £105, including breakfast.
17:43Yeah, because they're on dynamic pricing now
17:46and they do undercut every price.
17:49Well, clever them.
17:50So the first challenge is look at your pricing.
17:53I'll write it down, shall I?
17:55I understand that you can't offer a cooked breakfast,
17:58but you have to do better than you're doing now.
18:00I mean, it's pathetic.
18:02We try to tell people they can go to the cafe next door
18:04and have breakfast.
18:06It doesn't open till 9, but it's at 8.21.
18:08Am I going to wait till 40 minutes to have breakfast?
18:10I know, that's why we put a small honesty shop in.
18:12You can argue that all you like.
18:13I don't care if you don't do it.
18:15I'm just telling you that as a guest, it's insulting.
18:18We do need to add signage,
18:21such as hot tub this way,
18:23and clear up outside.
18:26Think about the curb appeal.
18:28We have to hit this hard,
18:29and we have to hit it fast
18:30if there's going to be any chance
18:32of you filling up for Easter.
18:35Terry and Nicky have an answer for everything.
18:39Whatever I point out,
18:40they've thought about it,
18:41or they're happy with.
18:42And the truth is,
18:43if there wasn't a problem,
18:44I wouldn't be here.
18:45The first step is getting them to admit
18:47that they have some quite ingrained issues here
18:52that they're going to have to face and tackle.
18:54Right, Terry.
19:02All right.
19:03Going through the list.
19:04The list.
19:05I'm not anti-reducing our prices
19:07if we definitely increase occupancy,
19:09but the trouble is,
19:10I'm not sure that we're not just
19:11taking the market away from our neighbours.
19:14Yeah.
19:15Breakfast.
19:16I think what we do for breakfast
19:18and how on the street shop works.
19:20Signage.
19:22I think missing is,
19:24how do you find the hot tub?
19:25How do you find the outdoor kitchen?
19:27Yeah, but mostly people up here
19:29are doing or the interior courses
19:30so it should be all right.
19:31If they can navigate the mall,
19:32they can navigate to our hot tub.
19:36Outside,
19:36the first impressions are quite important.
19:39I don't think they make any much difference
19:40on when people book,
19:41they don't see that the building
19:44or outside the building
19:45is a little bit shabby or whatever.
19:47I don't think it would make
19:48that much difference.
19:50And bookings.
19:52I'm stressed,
19:53Terry's not.
19:55He's just sat around
19:57and it's just annoying me.
19:59It's been a week
20:00since I first met
20:01Nicky and Terry.
20:02So what are we going to do
20:03about this then?
20:04I'm going to ask you to take it away.
20:06Have you phoned me?
20:07Not yet.
20:08And I want to know
20:09if they've reduced their prices
20:10like I suggested.
20:12He bloody needs to
20:13pull his socks up a bit.
20:15Stop picking on me.
20:16I've done the maths
20:17and if they can increase bookings
20:19by consistently filling
20:20even their cheapest room
20:22each night for a month,
20:23that will be enough
20:24to cover their monthly loan repayments.
20:27Hi darlings.
20:28How are you?
20:29Fine, thank you.
20:30How have you been getting on
20:31with the list of things I left you?
20:33Yep, okay.
20:35We've done a lot of thinking
20:36about pricing
20:36and when we drop prices
20:38we don't sell more rooms.
20:40All I'm saying is that
20:41if somewhere up the road
20:42is offering a cheaper price
20:44than you with breakfast
20:45then possibly people
20:47would rather go and stay there.
20:49But they're not selling
20:50any more rooms than we are.
20:52They've got six rooms
20:53so they're selling three rooms.
20:55We're selling 30%
20:56so we're selling three rooms.
20:58So they're selling
20:59as many rooms as we are.
21:00There is a difference
21:01because they're selling
21:02for six rooms.
21:02So they've only got six rooms.
21:03I understand that darling
21:05but I'm trying to get you
21:06to sell more rooms.
21:08They're just not boxing clever.
21:11Their competitor
21:11is selling 50% of their rooms
21:13by offering a better deal
21:15while they languish at 30%
21:17by refusing to budge on price.
21:20You asked me to come in
21:22and tell you what I think
21:23some of the problems are
21:24and I'm pointing out to you
21:25that possibly you might sell
21:26a few more rooms
21:27if your prices were better.
21:29So next week
21:30when I come to you
21:32I intend to get
21:33an awful amount done.
21:35You better take
21:35double painkillers Terry.
21:37Okay, see you, bye.
21:38Bye.
21:40But,
21:41we had no blood boil.
21:42East is around the corner
21:43and there are no bookings
21:44and they don't seem to be
21:45doing anything proactive
21:46to change that.
21:48If they want to stay
21:49in their dream location
21:50with their dream fulfilled
21:51they're going to have
21:52to fill some rooms.
21:53It's time to get you checked in
21:59with a chance to win
22:00a boutique two-night hotel stay
22:02for two people
22:03at Lanley Hall Hotel and Spa
22:05in South Wales
22:06where you'll share a suite
22:08with daily breakfast.
22:10Make the most of the facilities
22:11enjoying a spa treatment each,
22:13a leisurely spa brunch
22:14and a 90-minute spa session.
22:17Plus, you'll dine a la carte
22:19at their restaurant, Block,
22:20and receive £1,000 prize money
22:22to further indulge yourself.
22:25To enter now,
22:26text HOTEL to 65555.
22:29Texts cost £2
22:30plus one message
22:31at standard network rate.
22:33Or post your name
22:34and phone number
22:34to HOTEL,
22:35PO Box 7557,
22:38Derby,
22:39DE1 0NP.
22:41Lines close at midday
22:42on the dates shown on screen
22:43and three working days later
22:45for postal entries.
22:46To refuse marketing texts
22:48end SMS with STOP,
22:50rules, winners,
22:51privacy policy
22:52and customer care
22:53at channel5.com
22:54forward slash win.
22:55Good luck!
23:05Right, I need some jobs done.
23:07So, what are we going to do?
23:09I can walk with a dog
23:10and ship a room.
23:11That'd be great, thank you.
23:12Are you making me a cuppa?
23:14I'm on a mission
23:15to rescue Nikki and Terry's
23:16Dartmoor dream
23:17and save their family home.
23:20My foot's swelling up
23:21and stuff at the moment
23:22and I think you have to
23:24do my bit as well.
23:25Sounds like my normal life.
23:27But so far,
23:28all I've heard are excuses.
23:31Yeah, but it's...
23:32Yeah, but, yeah, but...
23:33It's all weathered
23:33depending on a lot of it.
23:34Do I wonder who's going
23:35to clear this up?
23:36You, obviously.
23:38You won the lottery
23:38with me, darling.
23:40You say so, darling.
23:41The railway Rambler's Rest,
23:46as its name testifies to,
23:47could be the perfect base
23:49for holidaymakers
23:50exploring Dartmoor.
23:52But I believe that Nikki and Terry
23:54are missing a trick.
23:56So, for my second visit,
23:57I've asked them to first meet me
23:59at a five-star glamping site
24:00in nearby Yelverton.
24:03There's an enormous drive
24:05for people to get back to nature
24:06and to have experiences
24:08in the great outdoors.
24:10Your outdoor kitchen
24:11could be a real draw.
24:14I'm hoping this unique
24:16alfresco cooking spot
24:17will demonstrate to Nikki and Terry
24:19how they can tap into a growth market
24:21to encourage more bookings.
24:24Can you stag around, Terry?
24:27I would offer to Farmers Live Food,
24:29but I don't think I can manage it.
24:31I've been doing some homework
24:33and spotted that internet searches
24:35for outdoor kitchens
24:36reached over $70 million a year,
24:39which proves that their currently
24:41awful outdoor kitchen
24:43could become their biggest asset
24:45if they can do it right.
24:48It's really charming, isn't it?
24:50The way they've done things
24:51is very clever.
24:53There is every utensil,
24:55but it's all hung up
24:56and everything is immaculately clean.
24:58You can imagine
24:59the home coming down
25:00just the two of you
25:01for a nice romantic time.
25:03It's done really well.
25:04It's really a really nice space, isn't it?
25:07Yeah.
25:09Well, it's too late.
25:12The outdoor kitchen
25:13is something we haven't
25:15really got around to yet.
25:17It's always on the back burner.
25:18Well, yeah.
25:19But we need to make it a feature.
25:20I know, but we have a massive issue
25:23where we are with fog and dampness.
25:27We had a wooden table
25:28in the outside kitchen
25:29and it all went mouldy.
25:30It will get wet and damp.
25:32So, you've already said this.
25:33And cold.
25:34You've already said this.
25:35And this.
25:35You've already said this.
25:37Right, darling.
25:44Let's get this sorted out.
25:46Back at Nicky and Terry's,
25:48it's time to up their game.
25:50I like a bit of a scrub.
25:52And as we're back to nature,
25:53I'm using natural products.
25:56Vinegar is going to be used
25:57to clean the stainless steel.
25:59I personally always dilute it
26:02because otherwise
26:02it just stinks too much.
26:05And then we'll use
26:06some bicarb made into a paste.
26:09I'm determined to transform
26:10this filthy, underutilised area
26:12into a warm and welcoming
26:14communal space.
26:16I just want to show you
26:17how effective this is.
26:19To entice and delight guests.
26:22One thing I always use
26:23when I go forward is my windows.
26:25I bet you do too.
26:27No.
26:29And we've not long
26:30because I've invited
26:32some village locals
26:33to eat, drink and be merry here
26:35in just a couple of hours.
26:37Bicarb is really useful
26:39for taking out stubborn stones.
26:41What do they say?
26:4298% perspiration,
26:442% inspiration.
26:46Now it's clean.
26:47Look, darling.
26:48Looks a lot better.
26:49Yeah, it looks really good.
26:51We need to dress it.
26:54Right, come on.
26:55Decluttering the reception lobby
26:57is on my to-do list.
26:58Perhaps I can kill two birds
27:00with one stone.
27:02I was wondering
27:02if this could go
27:04in the outdoor kitchen.
27:05Mm-hm.
27:07Fairy, we need your help.
27:09You know the big cabinet
27:10out there?
27:10We need to take
27:11the glass doors off.
27:13Oh.
27:14OK.
27:14I don't think it'll survive
27:16outside.
27:17Let's give it a go.
27:20Walking horse science.
27:21Oh, look, you can get down there.
27:23Well done.
27:23I love him sticking his head up.
27:29Now for my injection of ambiance.
27:32These are indoor-outdoor cushions,
27:35so they should be almost indestructible.
27:38I got you fleeces
27:39because they're so easy
27:40to shove in the wash.
27:41What I do with these
27:43is I put them
27:43on the arm of the chair
27:44so that people know
27:45that they can put them
27:46over their laps.
27:48It's starting to look
27:49a bit more cosy already.
27:51Bright colours
27:51instantly lift a space
27:53and offer a welcoming vibe.
27:55I love a bit of vinyl.
27:57Along with the practical
27:58kitchen necessities,
27:59I'm also stocking
28:01the repurposed cupboard
28:02with stylish outdoor tableware.
28:05Topping it off
28:06with mood-inducing items
28:08like lanterns
28:09and fresh herbs.
28:11And all this
28:12without breaking the bank.
28:13I've spent about 500 quid
28:15and all from
28:17the kind of shops
28:18you can buy nice stuff
28:19quite reasonably.
28:21It's very pushy.
28:24I also have a hotel
28:26just down the road,
28:27so I do understand
28:28that it is a constant
28:29to keep on top of everything.
28:31You know,
28:32I have to get
28:33the candles lit every night,
28:35I have to get
28:35the doorways swept
28:36every morning,
28:37I get leaves removed.
28:39Yeah, yeah.
28:40Every time someone
28:41comes in here
28:41and uses it,
28:42you're going to have
28:43to come behind them
28:43and clean up.
28:44But what I worry about
28:45is if I'm not here
28:46and no one makes
28:47sure it's done.
28:48I know, darling,
28:49but ultimately
28:50what you should hope for
28:52is that you're so busy
28:53that actually you don't
28:54have the option
28:55not to be here.
28:56This is your business.
28:57Yeah.
28:58This is what is going
28:59to support your lifestyle.
29:03Hospitality is a hard slog,
29:05but it's worth it.
29:06Hello.
29:07Lovely to see you.
29:09Hello.
29:09Good morning.
29:10It's lovely in here.
29:11The locals may be here
29:13to road test it.
29:14The fire is really welcoming.
29:16The fire crackling
29:17and everything.
29:18But word of mouth
29:19recommendations
29:20can really boost
29:21business too.
29:23Just one group booking
29:24taking all nine rooms
29:26for a weekend
29:26could boost the coffers
29:28by over £2,000,
29:30easily covering
29:31their monthly loan repayments.
29:33A little bit of cheese
29:34or ham and bread.
29:36It's unique,
29:36really,
29:36I'm done,
29:37what?
29:37It's sort of
29:38quite a little bit
29:39of a small cottage
29:40in the woods.
29:42Cheers, mate.
29:42Cheers.
29:44You know,
29:45it's really nice
29:46to see the place
29:47being used.
29:48This is an asset.
29:49I know,
29:50as you look,
29:50you know,
29:51if you build it,
29:52they will come.
29:53It just does show
29:55that it can be
29:56really quite useful
29:57and quite good.
29:58Yeah.
29:59I just don't know
29:59how it's going to
30:00survive like that
30:01in the weather.
30:02No, Terry.
30:02You sound like excuses.
30:04It's no surprise to me
30:06that Terry remains
30:07unconvinced.
30:09But this experiment
30:10has solidified
30:11how perfectly groups
30:12could work for them
30:13and, crucially,
30:14how that would affect
30:15their bottom line.
30:19While I'm away,
30:20I'm going to work on that.
30:21But before the day
30:22is through,
30:23I want to give pricing
30:24one more push,
30:26whether they like it
30:27or not.
30:28I'm having the conversation
30:29with you that we had
30:30a row about last time.
30:31I think your pricing
30:32is wrong
30:33and I'll tell you why.
30:35So based on tonight,
30:36in your immediate
30:37little village,
30:39there is the Prince of Wales,
30:40which is £92
30:41including breakfast.
30:43Dutchie House
30:44is £105
30:45including breakfast.
30:46And there's you,
30:47lovely little ramblers,
30:49for £109
30:50not including breakfast.
30:52You could quite easily
30:54make a really nice
30:55clean sweep
30:56of all the business
30:56available
30:57just by undercutting
30:58everybody.
30:59You have to be cutthroat
31:00otherwise you can't
31:01be in business.
31:02You can't worry about,
31:04you know,
31:05whether you're taking
31:05away business
31:06from everyone else.
31:08Does make sense.
31:09Yeah.
31:10You want to make sure
31:11you get a big whack
31:12of customers
31:13who are in this area.
31:15Yeah.
31:15And there's no shame in that.
31:18How are you thinking
31:18about the pricing?
31:19I don't think
31:20the pricing can make
31:21that much difference.
31:22We've already got
31:23a high level
31:24repeat customers.
31:25We're not full.
31:25I don't think
31:26getting repeat customers
31:28that was nice.
31:29Alex!
31:30Nicky, he's all yours.
31:40Hey, you stop it now.
31:42Morning.
31:43Morning, Alex.
31:44It's my penultimate day here.
31:46Is it better today?
31:47It's less solar
31:48than it was yesterday.
31:49Good.
31:50So you're ready to do
31:51a little bit of hard work
31:52with me.
31:53I don't know about that.
31:54Nicky is teaching
31:55and Terry is incapacitated.
31:57So, it looks like
31:58muggins here
31:59will have to do
32:00the lion's share.
32:01Yesterday,
32:02I spent all day
32:03on the outdoor kitchen.
32:04So, it's now or never
32:06to tackle the dreadful
32:07first impression
32:08the place gives off.
32:09This
32:12takes some
32:13packaging rubbish.
32:14I really hate that.
32:16This is Nicky's
32:17ideal.
32:17People have enough
32:18in their own houses.
32:20They don't want to
32:21come away and stay
32:22without a load
32:22of your hat.
32:24Throw it all away.
32:26Fine.
32:28Had enough of it.
32:30I'm afraid
32:31all of this
32:32is going
32:34to the church house
32:34and don't advertise
32:36somewhere else.
32:37God's sake, man.
32:39First impressions
32:41are crucial
32:41in hospitality.
32:43It takes, on average,
32:44a mere seven seconds
32:45to form an opinion
32:46of a business.
32:48Here,
32:49could you rehang
32:50things for me
32:50so that
32:52it's all
32:53closer together?
32:55So, this reception lobby
32:56needs to sing.
32:58Now we've moved
32:59the borrowing cupboard
33:00outside,
33:00I have space
33:01to play with
33:02while Terry
33:04looks on.
33:05So,
33:07this is now
33:08a really nice
33:09area.
33:10I have a nice
33:11bench
33:12that would go there.
33:13That would be lovely.
33:14Somewhere you could
33:15take your boots off.
33:16Yeah.
33:17Yeah, great.
33:17Thanks, darling.
33:19Lovely.
33:19And then,
33:21Nicky's had this map
33:22for ages
33:23and I think
33:24if we put this up
33:25here,
33:27it's a proper map
33:28of the National Park
33:29and it's all telling
33:30the same story
33:31that this is a clean,
33:33welcoming place
33:34to stay
33:34and you're encouraging
33:35people to use
33:36the area.
33:37Now I need
33:39to convince
33:39Terry to sort
33:40out the curb
33:41appeal.
33:42The building
33:42they don't see
33:44outside the buildings
33:45a little bit shabby.
33:46I don't think
33:47it would make
33:47that much difference
33:48on bookings.
33:50So, darling,
33:51it really does
33:52need the paint.
33:52Yeah.
33:53It needs all
33:53paring back,
33:55scaffolding.
33:55It's not a five-minute
33:56fix.
33:57Could you at least
33:57get the ledges done?
33:59I'd like to make
34:00this have a little
34:01bit more of an
34:01attractive first impression
34:02and the windowsill
34:03has a lot to do
34:04with it.
34:05It's going to be a
34:05massive job to get
34:06that paint in.
34:08I mean,
34:09an excuse for
34:10everything and a
34:11reason for everything
34:12and I just,
34:14I just find it
34:15really wearing.
34:16Okay,
34:17the coffee machine.
34:18This is such an
34:19eyesore.
34:20Yeah,
34:21I agree.
34:21This is,
34:21this is,
34:22this is,
34:22I'm trying to find
34:23out who will take
34:24it away.
34:25A scrap merchant,
34:26I imagine.
34:27It's,
34:28um,
34:28yeah.
34:29Do you want me to
34:30try and help you
34:30find someone?
34:31And I'll find
34:32someone.
34:32I will just make
34:33some phone calls.
34:33Okay,
34:34good.
34:35Let's make some
34:35more phone calls,
34:36please.
34:37And as I look
34:38around,
34:38so much has been
34:39left untouched
34:41since I first
34:42asked Terry to
34:42clear up the
34:43outside.
34:45Everywhere I look,
34:47there's a bit of
34:47disorder.
34:48But, you know,
34:49I'm back in two
34:50weeks.
34:50How much is
34:51realistically going
34:52to get done?
34:53Never once.
34:53You've gone,
34:54yes, you're right.
34:55That's a different
34:56way of looking at it.
34:56Why don't we try
34:57that?
34:59It's just
34:59unremittingly
35:01negative.
35:04How on earth
35:04is this business
35:05going to survive
35:06the season,
35:07let alone allow
35:08them to speed up
35:09the £90,000
35:10debt repayments,
35:11if this is
35:12Terry's attitude?
35:14Time for a
35:15Polizzi pep talk.
35:18I'm sure you're
35:19going to be very
35:19enthusiastic to have
35:20this conversation,
35:21aren't you?
35:21No.
35:22What would be nice
35:23is if you were
35:25open-minded about
35:26my suggestions,
35:27or would you
35:28prefer just to be
35:28an influencer?
35:29No, I'm just
35:30I'm not negative
35:30about it.
35:31Yes, you are.
35:31I'm not.
35:32I've liked what
35:33you've done
35:33outside, all right?
35:35But there are
35:35certain things that
35:37we have to be
35:38aware of,
35:38because of our
35:39climate.
35:40As I've pointed
35:40out, I know
35:41that to you,
35:41because I have
35:42a hotel down
35:42the road.
35:43I have quite a
35:44good idea about
35:45what it's like
35:45here.
35:46Yeah?
35:46Okay.
35:47So I'm going to
35:47write this out
35:48for you to talk
35:49to Nicky about,
35:49and I shall
35:50leave this for
35:50you.
35:51I will talk
35:52to Nicky,
35:53yeah.
35:53To reasoness.
35:56I would like to
35:57come and see
35:58this season-ready.
36:00I want it looking
36:01immaculate.
36:02Yeah.
36:03Gosh, no argument.
36:05I'd like you to
36:06consider pricing
36:06carefully.
36:08I'd like you to
36:09at least attempt to
36:10get that coffee
36:11machine removed.
36:13Yes.
36:13I would like to
36:16see you looking
36:17really smart.
36:19There we go.
36:21Yeah.
36:23It's picked on me
36:24a little bit.
36:24I don't think
36:25it's all fair,
36:26but, you know,
36:26life.
36:28I find it really
36:29tiring to be in
36:30this environment,
36:31because, you know,
36:32I'm a doer,
36:33and I'm a fixer,
36:34and so, you know,
36:35what can I do?
36:37All I can do is
36:38point out the
36:38error of his ways.
36:42It's crucial that
36:43progress is made
36:44before my final
36:45visit in two
36:46weeks' time.
36:47After all,
36:48it's not just a
36:48business at stake,
36:50it's their family
36:51home.
36:52I have, uh,
36:53toured the
36:53riot act,
36:54but I have my
36:55doubts at how
36:56much will be
36:56accomplished.
37:02There's still
37:02time to win a
37:03two-night hotel
37:04stay for two at
37:05Landley Hall Hotel
37:06and Spa in South
37:07Wales, including
37:08spa treats and
37:09a la carte dinner
37:10and £1,000.
37:11For the chance to
37:12win, text hotel
37:13to 65555,
37:15or post your
37:16name and phone
37:16number to
37:17hotel, PO Box
37:187557, Derby
37:20DE10NP.
37:22To refuse
37:23marketing texts
37:24and SMS with
37:25stop, rules,
37:26winners, privacy
37:27policy and customer
37:27care at
37:28channel5.com
37:29forward slash
37:30win.
37:30Do you know where
37:42a decent-sized
37:42paintbrush is,
37:43darling?
37:44Since my first
37:45visit, I've given
37:46Nicky and Terry the
37:47same list of jobs
37:48again and again,
37:49and nothing's
37:50changed.
37:51I'd do a lot more
37:52things if I'm paid.
37:54Spruce up the
37:55exterior.
37:55Bit too cold for
37:57painting, Lily.
37:58Paint doesn't dry
37:59quick enough.
38:00Smarten up, Terry.
38:02That is one of the
38:03issues I've always
38:03had my whole life.
38:05And show off
38:06Dartmoor's wares in
38:07the lobby.
38:08What we're going to
38:09do is get some
38:09photographs of a
38:10different place in
38:11the area and then
38:12there'll be a piece
38:13of string connecting
38:13the two.
38:14Can we name it the
38:15motherboard?
38:15The other one you
38:16see on those
38:17films.
38:17We'll put you on
38:18there.
38:18Where I buried
38:19Terry.
38:20Yeah.
38:20But I hope this
38:21time they take it
38:22seriously because
38:23everything is at
38:24stake.
38:26We've both invested
38:27so much in this.
38:28Terry, he's always
38:29put money aside and
38:30made sure he's got
38:31a pension.
38:31He's now blown
38:32that on this.
38:33We just can't lose
38:34it.
38:39Now I'm back in
38:40Dartmoor with my
38:41final plan of action.
38:43I hope you have a
38:44lovely swim.
38:45It's all yours.
38:46Dartmoor has so
38:52much to offer in
38:53the way of group
38:53activities and the
38:55Railway Ramblers
38:55Rest, in the heart
38:57of it all, easily
38:58caters for all their
38:59needs.
39:03Regularly filling
39:04rooms en masse with
39:05these adrenaline
39:06seekers could be the
39:08key to Nicky and
39:09Terry's long-term
39:10success.
39:13Hello, Nicky
39:14speaking.
39:14So I'm going to
39:15drop a surprise
39:16visitor bomb on
39:17them.
39:18Hello, Nicky
39:18speaking.
39:19Hi, Alex.
39:20I'm bringing some
39:21groups in to see
39:22you, some wild
39:23swimmers and some
39:24kayakers.
39:25Brilliant.
39:25Is the hot tub
39:26clean and ready to
39:27use?
39:28Yes.
39:29Are they going to
39:29jump in?
39:30I'm sure the wild
39:31swimmers will
39:31appreciate it.
39:32OK, brilliant.
39:33See you soon.
39:34Bye, darling.
39:34Bye.
39:34Bye.
39:36Terry, get on.
39:37I'm panicking.
39:39I think it's a
39:40waste of time,
39:40myself.
39:41Appearances aren't
39:42that important,
39:42aren't they?
39:47Darling, can you
39:47help me hang this
39:48door?
39:49I despair.
39:51Hurry up!
39:55Hi.
39:55Hi.
39:56You look nice and
39:57so do you.
39:58I can't believe
39:59Terry has finally
40:00dressed up for the
40:01occasion and taken
40:02on board my advice
40:04regarding curb appeal.
40:06Was it you who
40:07transformed the front
40:08of the building?
40:09I did some of the
40:10windowsills.
40:10Well, it does look
40:11nice, yeah.
40:12It did need
40:12doing.
40:13This is a big win
40:15and I've been
40:16working hard too
40:17on a rebrand.
40:18I was determined
40:19for them to ditch
40:20the confusing
40:21slogan,
40:22sumptuous comfort,
40:23and I've come up
40:24with the perfect
40:25replacement.
40:26I've got a new
40:27tagline for you.
40:28Your home to
40:29explore the mall.
40:30I love it.
40:31It's really good.
40:32Yes.
40:33Great tagline.
40:34Good, I've done
40:34something nice.
40:36Now for the
40:38interior.
40:39When I first
40:39arrived I was
40:40greeted by a
40:41broken vending
40:42machine.
40:43Ooh.
40:44But not anymore.
40:46This is wonderful
40:47because the
40:48whole thing you see
40:49is welcome and
40:50not out of order
40:52on the coffee
40:52machine.
40:53And the lobby
40:54has gone from a
40:55dumping ground to
40:56a place with
40:57purpose.
40:58This looks really,
41:00really impressive
41:01and useful.
41:03I feel a bit
41:04shell-shocked.
41:05For the first
41:06time in this
41:07process the couple
41:08have attacked
41:08every job.
41:10All this new
41:11signage is very
41:12nice.
41:13Thank goodness.
41:15Ooh.
41:16Well done,
41:17darling.
41:18I'm going to
41:19show it off.
41:19I bet you are
41:20too.
41:20Yes, yes,
41:21definitely.
41:21Good.
41:22It feels like
41:23we've actually
41:23got somewhere
41:24with all the
41:25work we've been
41:25putting in.
41:26And now they
41:27can showcase
41:27their wares to
41:28a perfect target
41:29market.
41:30Groups of
41:31outdoor
41:31enthusiasts fresh
41:32off the mall.
41:33So this is our
41:37reception in the
41:38area.
41:39And we've got
41:40a map.
41:41The blue
41:41strings are all
41:42swimming points.
41:43That is really
41:44useful, especially
41:44if you're here for
41:45a few days.
41:46So this is one of our
41:48group rooms.
41:49This can sleep six
41:50people.
41:51How much would this
41:52cost for a group of
41:53six?
41:54It's roughly about
41:54£30 a head.
41:55Which is really
41:56affordable.
41:56Yeah.
41:57This is our hot tub.
41:59Oh, wow.
42:00It's amazing.
42:01Yes, it's a big one.
42:02So you've got your
42:03outdoor cooking area.
42:05It's a really nice
42:06area to sit in.
42:07Yeah.
42:08There's a group of
42:08you.
42:08We really love them.
42:09When I first came
42:10here, Terry didn't
42:11say a word.
42:12And it's really nice
42:13to hear in promotion
42:14a place with a bit
42:15of pride.
42:16We have an area here
42:17that you can store
42:17your kayaks.
42:18We also have an
42:19outdoor shower, which
42:20means you can wash
42:21them off if you want.
42:22You've got everything.
42:23It's all there.
42:27Any comments on
42:28what you've seen?
42:29Yeah, I love the
42:29outdoor area.
42:30The fact that you
42:31can have a fire and
42:31make some pasta and
42:32have a cup of tea.
42:33I think you've got a
42:34real gel of a place
42:35here.
42:35Yeah, this is lovely.
42:37Just as I thought,
42:38it's a perfect fit for
42:39groups of outdoor
42:40enthusiasts.
42:41And now, Terry and
42:42Nicky have some great
42:43contacts to pursue.
42:46But there is still some
42:47unfinished business to
42:48attend to.
42:49So let's just catch
42:51up with pricing.
42:52I decide to take
42:54your advice to reduce
42:55advanced pricing.
42:56And then I have
42:58reduced for April
42:59because it's a little
43:01bit quiet.
43:02Well done.
43:04After banging on
43:05about it for so long,
43:06that's a major
43:07breakthrough.
43:08And I'm looking
43:09forward to hearing
43:10how that impacts
43:11their occupancy rate.
43:13Before you go, you
43:14must have one of
43:14Terry's ice creams.
43:16All right.
43:16I will.
43:18Actually, I feel
43:18like what we've done
43:19has really had an
43:20impact.
43:21I've always felt like
43:22we've let things go.
43:23You know, we've
43:23gone a bit like,
43:24oh, we get away
43:24with that.
43:25We get great reviews.
43:26It doesn't matter.
43:27It does matter.
43:28Yeah.
43:31There seems to have
43:32been a real
43:32turnaround here.
43:34The atmosphere is
43:35much more positive.
43:36The guests seem to be
43:36loving it.
43:37Terry seems to be on
43:38top of his game.
43:39Who would have
43:40thought it?
43:40I'm really glad
43:42they listened to my
43:43plea for price
43:43reductions and
43:44undercutting their
43:45competitors, because
43:46in this current
43:47economic climate, it
43:48is every man for
43:49himself and every
43:50business needs to
43:52fight for their
43:53customers.
43:54That looks really
43:55nice.
43:55Thanks, Terry.
43:59Good, isn't it?
44:00Thank you very much
44:01for the ice cream and
44:02good luck for the
44:03season.
44:04All right.
44:04Bye, darling.
44:05Bye.
44:05Bye.
44:06Bye, Alex.
44:06Nice to see you.
44:10Hi, Alex.
44:15We just wanted to
44:15give you an update.
44:17We had quite a few
44:18bookings in over
44:19Easter.
44:19We were definitely
44:20up on last year.
44:22The day after you
44:23left, we had a walk-in
44:24because it looked so
44:25nice and inviting on
44:26the outside.
44:27On top of that, the
44:29outdoor kitchen's been
44:30a real hit.
44:30People really love it.
44:32Bye.
44:33Bye.
44:33Bye.
44:37And Alex is back
44:38next Thursday at
44:39eight.
44:39The Queen's sister
44:41was determined to
44:42live life her way.
44:43Margaret, the party
44:45princess who shocked
44:46the palace tomorrow
44:47at nine.
44:48The Great Fire of
44:49London must have been
44:50horrific, but how
44:51differently did the
44:52rich and poor cope?
44:54From the Lord Mayor
44:55down to that baker,
44:56Rob Rinder and Ruth
44:58Goodman dive in.
44:59New next.
45:00The Great Fire of
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