- 5 months ago
The Hotel Inspector (2005) Season 20 Episode 5- St Anne's House
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00:01I've been a hotelier for over three decades.
00:05Please remember at all times that you're representatives of the hotel.
00:09And I know just how tough this profession can be.
00:12It's 24-7 and it's seven days a week, so we're just exhausted.
00:16But not once in all my years...
00:19Oh, mother of God.
00:21...have I seen so many businesses...
00:23Things don't improve, we will have to give notice on this place.
00:26...and owners closer to the point of collapse.
00:29Let's make or break.
00:33So I'm back.
00:35Here to help rescue these flailing businesses.
00:39Can you put your belly away somehow, darling, or pull it down?
00:42It really looks like you just don't care.
00:44From hotel newbies...
00:46It's absolutely terrifying.
00:47...to village pubs...
00:49Gosh, I feel as if I'm in Saint-Tropez.
00:51...and traditional seaside B&Bs.
00:54Fish and chips, anyone?
00:55And I'm up against the clock because they're all on the edge.
00:59It's so upsetting.
01:01I'll be rolling my sleeves up and getting stuck in...
01:04I like a bit of a scrub.
01:05...delivering some tough loves.
01:07Boy, you're alert.
01:08I mean, hello.
01:09You have to be cutthroat, otherwise you can't be in business.
01:13...to help these hospitality owners on the right path.
01:17I don't have any way to put a pair of knickers, but I've got a recycling thing.
01:20...before it's too late.
01:22We have to hit this quad and we have to hit it fast.
01:28Ready? All pressure at the same time.
01:31This time...
01:33...a holiday let and wannabe wedding venue on the brink of collapse.
01:37You're not some yokel who doesn't know how to spell his name.
01:40You must know that...
01:41I am.
01:42...an eccentric owner with a love of all things vintage.
01:45Are you asking me to get rid of all my family's history?
01:48I have nothing against any of that stuff, but you've asked me in to help me improve your business.
01:53And that is the only attitude that I am taking.
01:55And a partner being pushed to breaking point.
01:58It just seems a lot here.
02:00I just feel sometimes it's like too much stuff here.
02:08A decade ago, 60-year-old scaffolding contractor Neil...
02:12He does tell me that I need to do as I'm told, which won't be happening.
02:18...and his partner of 11 years, Tracy, 57, a former restaurant manager...
02:23The drive needs sweeping with the storm last night.
02:26Is that a job for me or you?
02:28Well, obviously me.
02:30...made the life-changing decision to leave their old careers behind and gamble everything on transforming St. Anne's house.
02:36It had no running water. Electricity was, well, something from the dark ages.
02:43A dilapidated grade 2 listed former family home, which they bought for £850,000.
02:50I wasn't that keen, was I?
02:52Oh, okay. Yeah, well, it was my idea then.
02:55Creating a seven-bedroom exclusive holiday let and wedding venue.
02:59Well, we have the hen-do's here. They've all got fake tan on.
03:02So they go in the hot tub. When you come out the next day, it's like hot chocolate or frothy.
03:09Complete with bar, pool, hot tub and room for 30 guests.
03:13But thanks to Neil's obsession for purchasing the unusual...
03:19It doesn't end there.
03:22Because scattered throughout the two acres of grounds are his collection of vintage vehicles.
03:28This is a 1961 Scammell.
03:30My grandfather used to run one of these in the 60s.
03:34Used to do all the heavy haulage in the southwest.
03:37Tracy's the only one that doesn't like them.
03:39His four rustic glamping units...
03:41This is what they call a showman's wagon.
03:44And this would have been accommodation for, like, a travelling circus.
03:48And to boost business, he's even added some four-legged attractions.
03:53Neil just decided one day, like he does with everything, that he wanted alpacas.
03:58When he keeps coming home with a different truck or a different car or something,
04:04I just think, you know, where are we going to put it all?
04:06Would I have it on site?
04:07It's called engaging with your customers.
04:09Yeah, I understand that.
04:11But would I have it on site? No, I just think it all looks scruffy.
04:16But behind the quirky charm lies a much bigger problem.
04:20Between the massive renovations and Neil's impulsive purchases,
04:24they've poured over £650,000 into the business.
04:28Everything I've earned has gone into this place really now.
04:32Yeah, so my retirement is in this place.
04:35It's taken everything the couple have and given nothing in return.
04:41To run a site this big, the cost of everything is just, you know,
04:46we need to earn the money really to cover it.
04:50So it is a bit of a worry.
04:53And the financial stress isn't just hurting their pockets.
04:56I was diagnosed with a heart problem 12 years ago.
05:01I had a big operation.
05:03He's not allowed to get stressed.
05:06And obviously with everything that's going on here, you know,
05:09it has had an impact on him.
05:11But yeah, I do worry.
05:12Yeah.
05:13Yeah.
05:15With Neil's heart a constant concern,
05:17and any hope of a pension tied up in a profitless business,
05:21time is running out for them to turn things around.
05:27Tracy wants me to really give up and retire.
05:32But my work's not quite complete yet.
05:36Complete is when it's up and running as a profitable business,
05:40a successful business.
05:42I've got to multitask.
05:44I've got to have so many hats and,
05:46which was fine when I was 30 and when I was 40,
05:49but now I'm nearly 60.
05:50It's just too much.
05:51It becomes overwhelming.
05:53I think with Neil's health and both our ages,
05:57I think enough's enough.
05:59Give it up.
06:00Retire.
06:03But Neil won't let go.
06:05When you're halfway through a job,
06:07it's very difficult to stop, isn't it?
06:09Tucked away on the Devon Cornwall border,
06:13Plymouth is best known as the port from where, in 1588,
06:19Sir Francis Drake sailed to confront the Spanish Armada.
06:23I mean, look at the sea.
06:26The lovely, beautiful English sea.
06:29There's worse places to be.
06:31Today, over five million visitors a year flock here to soak up the history
06:36and the incredible scenery.
06:38Framed to the south by breathtaking sea views
06:41and to the north by the dramatic expanse of Dartmoor National Park.
06:46This area offers no shortage of stunning backdrops.
06:50Lots of people who live in cities dream of a location like this.
06:56They want something a little bit more in the country,
06:59looking out to see.
07:00And this seems to tick all the boxes.
07:02What do you think about Alex coming in there?
07:05How do you feel about it?
07:06A little bit, a little bit nervous of what,
07:09whether she likes what we've tried to put together.
07:11Well, I'm open to suggestions and instructive criticism,
07:15ways to improve.
07:16That'll be a first.
07:17I'll take it from Alex, but not him.
07:21Mmm, this is pretty.
07:33I like the old car on the left.
07:36A few more old cars on the right.
07:40Gosh, Lomas.
07:43Wasn't expecting that quite.
07:46Hello, you lot.
07:51How are you?
07:54I'm sure your mother thinks you're good looking.
07:59Now I'm up close, noticing a rather dilapidated hay cart
08:05and rather more vehicles than are strictly necessary,
08:08I would have thought.
08:09It's a very odd set-up, isn't it?
08:12Hi, Tracy.
08:14Hi, Alex. Nice to meet you.
08:15Nice to meet you, Neil.
08:16Very nice to meet you.
08:17Nice to meet you as well.
08:18Thank you so much for inviting me here.
08:20Okay, so what's the concept?
08:22So it's a holiday let.
08:24Yeah.
08:25But now we're going to develop the business on the wedding side of it.
08:28Has it always been a holiday let?
08:30No.
08:31No.
08:32We started doing Airbnb want single rooms.
08:35Everyone that stayed said they wanted it as an entire house
08:39and have parties here.
08:40You're lovely.
08:41So that's what we...
08:42How many weddings do you have booked?
08:44I think it's six up to now.
08:46And...
08:47Why the llamas?
08:49Alpacas.
08:50Alpacas.
08:51Oh, I'm so sorry.
08:52I'm so sorry.
08:53Didn't mean to, you know...
08:55Sorry, sorry.
08:56I just like unusual things.
08:58All sorts of things, yeah.
08:59So anything that I've got a query about I should look to you.
09:01Yes.
09:02I expect so, yeah.
09:03Okay, great.
09:04Lead on.
09:05Show me your kingdom.
09:06Right, okay.
09:11Gosh, this is a lovely room and it's got a lovely view.
09:14Yes.
09:15Goodness, people must love it.
09:17So you've got six weddings booked and how many exclusive weekends?
09:22Yes.
09:23Probably about 30 up to now.
09:25For the whole year?
09:26Yes.
09:27That's not bad.
09:28This sounds great, but I've done my research and at their current prices, a wedding brings
09:35in over a thousand pounds more in profit compared to a two night stay.
09:40So clearly developing this side of the business is where I need to start focusing my efforts.
09:46So can I have a look around myself?
09:49Yes, of course.
09:50Is that okay?
09:51Yeah, okay.
09:57Hmm.
09:58My first port of call should be the finest room in the house.
10:02The captain clearly likes a bit of pink.
10:04Because it also serves as the bridal suite.
10:07Nope.
10:08Clearly Neil and Tracy thought the groom would be otherwise occupied on his wedding night
10:13because there's no getting around the fact.
10:16It's very, very girly.
10:18Could do with some improvement.
10:20As in fact, could the bathroom.
10:25Exhibit A.
10:28This really sad little fake flower posy and some of the grouting that also isn't good.
10:34I don't know, downstairs in the breakfast room they looked like they were really on top
10:39of everything, Neil and Tracy, but now I'm starting to wonder.
10:42Continuing the nautical theme along the corridor is the aptly named Ocean View Room.
10:51The problem is, in each of these rooms they've crammed in as many beds as possible,
10:56with no real thought to what it does to the design of the room.
10:59You know, here there's a fireplace cupboard.
11:01Here there is a row of furniture, whereas this has no side table.
11:07I don't know why I expected something rather different upstairs.
11:12I'm a bit disappointed, I must say.
11:15Alongside the 30 bed spaces in the house, there's another eight spread across Neil's four glamping units.
11:22Wow!
11:23This could be amazing, but it's just like, you know, let's just chuck them in a field and hope for the best, shall we?
11:35And it doesn't work like that.
11:36People have really high expectations, people are very careful about how they spend their money.
11:41And by God, do they want value for it.
11:44I knew she was going to pick up on it.
11:47It's just a lot of stuff here.
11:49What's the point of it?
11:50I like collecting.
11:51Yeah, we know you like collecting.
11:55But it's a lot of stuff, and there's no point to it, it's just there.
11:58I can see me and Alex clashing.
12:01In keeping with the rest of the house, the pool area is packed to the rafters.
12:06There's an awful lot of furniture crammed in here.
12:09Another space where Neil's clearly spared no expense, indulging his obsession with collecting.
12:15I mean, are they all sitting around here at the same time?
12:19And then...
12:22Look!
12:23This is like a Mongolian barbecue, I assume.
12:29I mean, all these people that I advise would have a lot more money if they didn't fritter it all away.
12:46I'm on a mission to help Neil and Tracy transform their seven-bedroom holiday lesson wedding venue
12:52from a money pit that strained their savings, worn them down and damaged Neil's health,
12:59into a nest egg for their future.
13:02It's stress that we have to go through to just run this as a business.
13:08You know, we just can't seem to win. It's just constant battling.
13:12Having discovered a motor museum come farmyard on the front lawn,
13:17and a bridal suite that screams anything but happiest day of my life,
13:21I think it's time for the couple to face some hard truths.
13:23So, first impressions are that you've had a lot of fun buying all this stuff that's everywhere.
13:33And every man is allowed a folly. I would go to the stake for that.
13:37But 20 or 30, really? I mean...
13:41Are you asking me to get rid of all my family's history?
13:44It's not your family's history.
13:45There's all these trucks and cars.
13:47Yeah, but it's not your family's history. It's stuff that, you know,
13:50your grandfather may have drove one of them or whatever.
13:53I know, my darling. I have nothing against any of that stuff.
13:55But you've asked me in to help you improve your business.
13:59And that is the only attitude that I am taking.
14:02With that solid dose of reality delivered, it's time to get on with turning things round.
14:08Before I get to work on improving their core holiday let business,
14:12I want to focus on growing them as a wedding venue.
14:16Because with the average couple now spending over £23,000 on their big day,
14:20it's this that's going to bring them the profit they need for their retirement.
14:26So I'm keen to see how the couple are selling their venue online.
14:32I'm looking at their current St Anne's wedding page.
14:36Nowhere does it sound like what it is.
14:40So, you know, St Anne's house has been hailed as Plymouth's premier new wedding venue.
14:44Seamlessly blending, timeless tradition with contemporary elegance.
14:53Every detail has been meticulously curated to create an exclusive and unforgettable experience.
15:02I mean...
15:06It's now becoming clear why they only have six weddings booked all year.
15:10I just want to make sure that people come here who don't just want the kind of little girl's dream wedding.
15:20And who possibly are looking for something more quirky and unusual that involves alpacas and a miniature pony, for example.
15:27The way Neil and Tracy are selling their venue online clearly isn't working.
15:33What I need to ascertain next is if they're any better at it in person.
15:37And to do that, I'm springing a surprise on them.
15:43I've asked two prospective couples and I've asked a celebrant down this afternoon.
15:48You're going to show them around and you're going to try and persuade them, convince them that this is a good place to hold their wedding.
15:55Okay.
15:56Yeah?
15:57Yeah.
15:59This stress test is designed to expose the cracks in the couple's sales pitch and show me exactly what I'll need to fix.
16:05Hi guys. Welcome to St Anne's. If you'd like to have a walk around with me and any questions, then we'll be happy to help.
16:14I want Neil and Tracy to pitch their scrapyard lawn, Mongolian barbecue and baby pink bedroom like their business depends on it. Because it does.
16:23That view, have you had ceremonies outside? Yes, we had. So the last wedding we had here, they had an arch.
16:30Yep.
16:31Which was set right by the fence there, so looking out to sea. Absolutely.
16:35They had hail bays.
16:36Hails are hails.
16:37Hails are hails.
16:38Hails are hails.
16:39Yeah.
16:40Hail bays.
16:42Hails are hails.
16:43Edit.
16:44She's obviously not happy at how I've spun this on her.
16:49So this is what we use as a bridal suite. Yeah, and this one's gone on the sway
16:55Okay, and you go and the CVS
16:58Stand in the shower and have a CV
17:00Yeah, I could change
17:05So when you hire this out
17:07Do you hire it out for is it the weekend so you get three or is it two day?
17:11Yes, so what we do our package is that we do a two night minimum stay you get the whole house the whole site
17:17And then where's that there's a fee on top of that for the higher of the premises to have the whole
17:24Tour complete
17:25What's the verdict from local venue connoisseur celebrant Lisa?
17:30So what did you think you've seen a lot of venues? I have so when we were talking to the couple earlier
17:35Yeah, you quoted them for the house and then a thousand pound on top to have the wedding
17:40So where does that thousand pound fit? It's not actually for the wedding. It's for the higher of the whole venue
17:47For the days that they hire it for it's the exclusivity of the whole site for them to I think
17:52I think it's a good question though because I think we're gonna have to find a frame find a better word
17:56Yes, better wording and a more good point. It is a better explanation of what that extra thousand yeah and includes
18:03Yeah, so I think the explanation between the two has got to be it's got a hold. It's got a whole water. Yes
18:09Currently Neil and Tracy's pricing structure is leakier than a sieve
18:15If I'm to increase their wedding business
18:17I've discovered some radical changes are needed long before anyone's going to be saying I do to this place. I
18:25Have to say I stand by my first criticism, which is
18:30The place is a bit of a mess
18:32To my mind. I also think that you have to be much more clear about
18:38What it is you're offering how you're offering it and your pricing structure?
18:43Removing Neal's vehicle collection from the lawn will allow wedding guests to sip champagne while they admire that amazing view without feeling like they're at a junkyard
18:53And a transparent pricing structure means couples can focus more on the party and less on the pennies
18:59But there's still one last piece of the puzzle. I want to tackle I
19:04Looked at your website in no way reflects the lunacy of this place
19:11Okay, that and I mean you either like it or you love it and if you know that you wouldn't get married here fair enough
19:18But you have to have an idea of what you're coming to I suppose that the webs our website is very dated all right
19:24It's just be anywhere. You know, you're not some yokel who doesn't know how to spell his name
19:28You must know that
19:30I am but you know that that is not a good representation of who you are and what you do
19:37Thank you very much. You're welcome. See you soon. Thank you. Bye. Bye. Thank you
19:45It was nice that Alex has come in and she's pointed out the things that I've always said and
19:51What are you don't like the old trucks? I don't like the trucks. I don't like the mass. I don't like the junk around here
19:56Yeah
19:58Yeah, it's an exhausting first day, and they're really nice
20:03Clearly it is someone's target market because they do have weddings booked here. I just need to find more of them
20:08It's been a few weeks since I left Neil and Tracy and they've taken to the tasks
20:26I set them like a pony to grass
20:28This is all lovely until the seagulls fly over the top of that
20:33I spent my life scrubbing seagull poo
20:35So we dealt with the shower area that Alex picked up there was a bit of mold on the corner
20:42Damp issue so we've done that when she said that Neil's vehicles had to go all his own
20:49trucks and cars I
20:51Was very happy
20:53I've been battling with him for a long time
20:56To get that gone however before he's able to finish the job Neil's health takes an unexpected turn for the worse
21:06He was taken ill over the weekend. He heart rate went up to 160 which is dangerous
21:14So yeah, he need to go into hospital really and be monitored because there is you know a chance you can have a stroke
21:22So that was fun anyway, we're back home and he's good and everything's all right so far
21:37With Neil given the go-ahead to continue working with me. I'm heading back to Plymouth. I only have three days
21:44I have three days altogether
21:46So I've got an enormous amount to get through
21:49I'm arriving armed with a raft of changes to help grow the wedding business
21:54But at the same time I also want to improve their core offering as an exclusive holiday let
22:00Let's see if they've done anything
22:02Oh, yes, a few things a few of the old vehicles have been moved
22:06Hi
22:11Hi Alex
22:12Hi
22:13Feels like ages since I've seen you
22:15How are you?
22:16I'm all right darling
22:17I'm surviving
22:18Nice to see you
22:19You all right?
22:20How's everything been?
22:21Well, up and down, up and down
22:23More up than down?
22:24Mm-hmm
22:25Bit of both really
22:26Neil had to go into hospital
22:28Sorry
22:29He had a bit of an episode with his heart
22:31So that was a bit hectic
22:33Um
22:34Couple of days in there
22:35He needs to take it easy
22:37Life's nice
22:39You want to keep it going as long as possible, right?
22:41Indeed
22:42And if that's the prescription
22:44I'm more than happy to roll up my sleeves
22:46And shift the last of Neil's collection
22:48To a position where it will no longer detract from the incredible view
22:54So boys, we've got some muscle
23:02Did the brakes work?
23:03I just said, has it got any brakes?
23:05Neil, are you sure it's got brakes?
23:07Oh God
23:08I'm gonna park it long ways
23:10It got on the back of the fence
23:11Okay
23:14Ready?
23:15All pressure at the same time
23:16Okay, go
23:17One, two, three, go
23:24And then back into the corner now
23:26Oh my God
23:27Have you started it?
23:29Okay
23:30Fair enough
23:33Yeah?
23:34Yeah
23:35Yay
23:38I mean, be careful what you wish for, right?
23:40I mean, I just feel like we're giving this place some air and it felt really crammed full and it felt very unthoughtful
23:52Very unthoughtful
23:53But if they thought moving an old car was hard work, they'd better brace themselves
23:57Because my next challenge is far tougher
24:00It's not just about clearing space
24:03It's about shifting mindsets
24:05You've got to try and always see everything through the eyes of their customers
24:06You've got to try and always see everything through the eyes of their customers
24:07I'm on a mission to transform St. Anne's house into a thriving holiday let and wedding venue that can fund Neil and Tracy through their golden years
24:18Having started to reign in Neil's Motor Museum, it's time to tackle the other half of the puzzle, those all-important holiday let's
24:21I think the place does look a lot better already, now I just have to force them to be the kind of detail merchants, you know, it's not enough that it's almost right, it's got to be right.
24:35Because while turning St. Anne's into a successful wedding venue should bring in serious profit, they can't afford to lose sight of the holiday let's, the one part of the business that's kept them afloat.
24:48I think the place does look a lot better already, now I just have to force them to be the kind of detail merchants, you know, it's not enough that it's almost right, it's got to be right.
24:53Because while turning St. Anne's into a successful wedding venue should bring in serious profit, they can't afford to lose sight of the holiday let's, the one part of the business that's kept them afloat.
25:04So, isn't this lovely?
25:07Yes, beautiful.
25:08So I've brought them to Langston House, a Grade 2 listed, 7 bedroom, exclusive use holiday home, just 15 miles from Plymouth.
25:17To prove they shouldn't be wasting money on Mongolian barbecues, vintage trucks or alpacas, but instead focus on the basics, the essential comforts and thoughtful touches that every good holiday let should get right.
25:32Price wise, it's about the same as yours. I think they're doing this really, really well and I think you should be aspiring to this to make it more personalised.
25:43Shall we go in?
25:44Yeah.
25:45Come on in. So, this is the kitchen, the heart of the house. What do you think? Nice so far?
25:55It's beautiful, yeah. It's beautifully decorated.
25:57Very well decorated.
25:58And there's a very personalised experience, which I think really elevates the whole thing. So, for example, everybody gets a fresh cake, everybody gets a hamper.
26:08What's that?
26:09And I was thinking that you possibly could do something like that too.
26:12Mm-hmm.
26:13I think it makes people feel very special to feel as if…
26:16It's personalising.
26:17It's personalising it. And, you know, the competition is fierce and I think that's what you've got to think about.
26:24Alright, come with me. Let's show you some rooms.
26:27The bedrooms at St Anne's currently leave a lot to be desired. So, I want them to see that by making some small affordable tweaks, it will make a huge improvement to their offering.
26:39Come in, come in, come round next to me. What they've got, which is really clever, is they've got everything a room needs but nothing more than a room needs.
26:46Yeah.
26:47So, they've got a chair. You have to have a chair. They've got a clean surface, which is lovely.
26:52Yeah.
26:53Really good lighting. And they've got a few different styles and I think that makes it quite nice and light.
26:59I think so, yeah.
27:00Yeah? Come here, follow me. Follow me. Look at this. I think this is gorgeous.
27:06Wow.
27:07Isn't it?
27:08Fabulous.
27:09It's beautiful.
27:10But, you know, darling, they've got basically what you've got.
27:13Mm-hmm.
27:14Bedrooms, bathrooms, a pool, a big kitchen, you know, outside space.
27:21There's just ways for us to make your place nicer.
27:24Mm-hmm.
27:25Yeah.
27:26Come on. Let's go out this way.
27:27I don't like the shower.
27:30But with just two days left for me to turn things around, there's no time to waste.
27:36So, I've lined up a couple of surprises that might be the game-changers their business so badly needs.
27:42Tomorrow morning, I have arranged for a photo shoot.
27:47And then, late afternoon tomorrow, as I've never seen the house busy, I've invited a house party to come and stay with you.
27:54And we're going to take the kind of photos that I think that your website's missing to attract the kind of weddings that you want.
28:00Mm-hmm.
28:01None of this generic, arty-farty, soft focus, rose petal, because that's not really what you're offering, is it?
28:08No.
28:09No.
28:10It's really important to know what you're doing, to do it well, and to advertise what you're doing, and to be honest about your advertising.
28:18Sounds easy when you say it fast.
28:23We've got a big day planned for us today, so we'll have to be on top of our game.
28:32It's my penultimate day with Neil and Tracy, and there's still a mountain for us to climb.
28:37I am slightly freaking out about how much there is to do today.
28:41I'm very conscious of the fact that at lunchtime, I have people coming who I have paid to photograph in this environment.
28:49And if that wasn't enough, I then have a family group arriving this afternoon who's going to road test it for me.
28:55So, yeah, time to roll up my sleeves.
29:03We've already cleared Neil's clutter from the lawn, revealing those gorgeous views.
29:08So next on my list is tackling that overwhelmingly pink bridal suite.
29:13Okay, so, I've turned the bed around.
29:17Right.
29:18You know I said to you it's all a bit pink.
29:20Yes, definitely.
29:21So I've already changed the pink back pillowcase for a white one.
29:27Yeah.
29:28So it's all white.
29:29Yes, yes, darling.
29:30And then I thought, instead of doing those little lights...
29:35Green to tie in with the green on the wallpaper.
29:40Green, we'll plug them all in.
29:42For under £100, we've totally transformed the look of the room, creating a space that works as a bridal suite or a comfortable bedroom for guests on a break.
29:53What's nice about this is it's either a bridal suite or just a nice bedroom in the countryside.
29:58Yeah, it's not overly, it was a bit toy, wasn't it?
30:02It was a bit girly-girly.
30:03Yeah.
30:04And not in a good way.
30:05No.
30:06You know.
30:07And all just in time for our fake wedding party to arrive.
30:15Hello wedding party.
30:16Hello.
30:17So glamorous already.
30:18I can't imagine they're going to make you look any more beautiful.
30:21Please do come into the house.
30:30Beautiful.
30:31And then Emma just bring your face towards me a little bit more.
30:34Gorgeous.
30:35Gorgeous.
30:36And a big smile, Emma.
30:37Gorgeous smile.
30:38And look at each other and laugh.
30:39It's stunning.
30:42It all seems to be going really well with the photo shoot.
30:44And yes, it was amazing.
30:46And I'm just wondering how the Lord and Lady of the Manor are doing.
30:49I'm going to go and check.
30:52Smile, love.
30:54Think of your...
30:55Think of the line...
30:56You know, remember to smooth out the lines.
30:57Great.
30:58Ah!
30:59I can't talk that.
31:03Just a little bit more, doesn't it?
31:04Oh, that's nice.
31:05That looks really nice.
31:09For most couples, the website is the first time they'll engage with the venue.
31:13So it's crucial we create that emotional connection from the very first click.
31:18I'm so bossy.
31:19I'm surprised someone hasn't given me a country to run.
31:22And to do that, I'm determined to show off some of the more quirky features on offer here.
31:27Let's get the pony out.
31:29Oh, look what we've got to add.
31:31It's a simple move that will instantly set St. Anne's apart from the competition.
31:37Funny little thing, aren't you?
31:40Kiss kiss.
31:41Oh, yeah, lovely.
31:42Oh, look, look, that looks lovely.
31:44All right, well done.
31:45Come on.
31:46Come on.
31:47Come on, gang.
31:48Quickly, let's get some alpacas.
31:49Working with animals, eh?
31:50Working with animals and children.
31:52Do it now.
31:53I'm hoping we've got a lot of things that we can use, pictures that we can use.
31:58I mean, the afternoon isn't over yet.
32:00I've still got a family group to welcome to the house.
32:01But all in all, I'm feeling pretty positive.
32:06Hi darling, you all right?
32:07Yeah, thank you.
32:08I'm here.
32:09Hi, nice to meet you.
32:10Nice to meet you.
32:11Hi darling, you all right?
32:12Hi, nice to meet you.
32:13You okay?
32:14Nice to meet you.
32:15Hi darling, you all right?
32:16I want them to be really welcoming.
32:30I want them to show off the place to their best advantage.
32:33And then, as they would with any exclusive hire, just leave the guests to it.
32:38Exclusive hires are as important to them, and that's what's going to keep the house busy.
32:43So let's get it right.
32:45Come and say hello.
32:47Neil, take her around the front so they can get some photos graphed.
32:51I'll have to take her outside now, because in case she has an accident, you won't want that.
32:55Out you go.
32:56Today was only possible because of the trip we took yesterday, which I think really opened
33:02Neil and Tracey's eyes to the potential of a house like theirs, and how they could make
33:08it nicer, and therefore compete better in a very crowded marketplace.
33:12Cheers.
33:13So cheers.
33:14Cheers.
33:15I hope you have a lovely evening in the sunshine.
33:18I hope you enjoy the pool, have nice food, really relax, and I'll see you in the morning
33:23to find out how it went, okay?
33:26Nice to meet you.
33:27Nice to meet you.
33:28See you in the morning.
33:29Bye.
33:30Bye, guys.
33:31Bye.
33:32Bye.
33:33It's clear Neil and Tracey have what it takes to give guests a great experience, but watching
33:38them in action also throws up a difficult question, one I can't ignore any longer.
33:45I think the elephant in the room, and something that I haven't really tackled with them properly,
33:50is that Neil's getting older, Tracey doesn't, and isn't very well.
33:54Tracey doesn't want to work so hard.
33:56You know, how actually are they going to manage this place?
33:59That suggests to me that there needs to be a third, we need to identify a and other person
34:06to help them with this place and make it the success actually it deserves to be.
34:21It's my final day on the stunning South Devon coast.
34:25It was so lovely walking up here this morning in the sunshine with nothing to distract from
34:32the lovely house.
34:35And my plan to transform St Anne's into a thriving wedding venue and a holiday let is
34:40almost complete.
34:41But what did my guests think of their stay?
34:44Is this somewhere that you think you might be interested in rebooking?
34:49It's good for a group?
34:50I would definitely rebook, yes.
34:52My birthday's coming off, I'd love to rebook again, yeah.
34:55Good.
34:56Good price.
34:57Massive house.
34:58Massive house.
34:59Good, good.
35:00Yeah, it was really lovely, wasn't it?
35:02I'm so pleased that you had a nice time.
35:04And did you like the interiors?
35:06Did you like the way that the house is decorated?
35:08It's comfortable, it's not too pretentious.
35:10Yeah.
35:11Yeah.
35:12Yeah, thanks.
35:13You'll definitely come back.
35:15Definitely.
35:16Thank you for a sounding thumbs up from the guests.
35:19However.
35:20Come on you two.
35:21Morning.
35:22Morning.
35:23Nice day.
35:24Before I go, there's one crucial area of the business that still needs my attention.
35:28If this transformation is to stick.
35:31In terms of the financials, have you come prepared for me?
35:35As prepared as we'll ever be.
35:37Good.
35:38I need to drill down into their finances to make sure their new wedding pricing structure
35:43is clear and simple.
35:45But more importantly, I want to share my suggestion for how they can start stepping back from
35:50the business and finally enjoy the retirement they've worked so hard for.
35:55Hit me with it, baby.
35:58So you've got different prices for every month, which is very reasonable, ranging from two
36:05nights in January, which is in midweek, it's £2,460, to the very height of the season.
36:13So that's for two nights, it's £4,200 and a weekend is £5,500.
36:21Yes.
36:22This is based on how many guests?
36:2430.
36:25Is it based on 30 guests?
36:27No.
36:28Then that's very reasonable.
36:29And then on top of that, I can give you all these extra units so you can have up to
36:3440 people for an extra whatever a night.
36:38So really simple for you to concentrate on.
36:41House price.
36:43Glamping units price.
36:45Yeah.
36:46Straightforward, clear and concise.
36:48Exactly what I was hoping for.
36:50And the best news, each wedding in high season will net them over £5,000 profit.
36:57So if they apply the structure to any new bookings on top of the six they've already secured,
37:03they should be on track to turn a healthy profit this year.
37:07And that's how I'd like them to fund my final recommendation.
37:10A way for Neil and Tracy to step back from the day to day and start enjoying their golden
37:16years together.
37:17The other thing that I want us to go into a bit more is either a manager or a management
37:22company.
37:23Why don't you just get one size fits all person, pay them a decent salary, and then actually
37:31you get to do the bits that you're really good at and that you like.
37:34You'd be much happier doing that.
37:36Yeah.
37:37This is going to work for them as a short-term fix, but it's just the first step.
37:43What I'd like to suggest to you as a strategy is let's put an end point.
37:49So let's try and turn a profit for two years and then you'll feel like your job is finally
37:54done.
37:55You can hang up your steps and ride out of town.
37:59Because, you know, there's more to life than this, isn't it?
38:03Yeah.
38:04I think that was such a good conversation.
38:07I think they accept that there needs to be some changes to how they manage the house.
38:12There needs to be some changes in the decor of the house.
38:15There needs to be changes to the structure of the pricing.
38:18So I feel like we've achieved quite a lot just in the last three days.
38:24But before I say farewell, I have one final surprise to spring on them.
38:29Look who I've brought.
38:31Hi, darling.
38:32How are you?
38:33How are you?
38:34How are you?
38:35Lovely to see you.
38:36I've asked Lisa, the local celebrant who visited on day one, to return and share her
38:40thoughts on the improvements we've made.
38:43I thought it was worthwhile.
38:45I wanted to see how cheerful you are after a few days with me.
38:50The changes.
38:51And the changes.
38:52The changes to the property.
38:53I think they've really cleared up everything that was all over the place.
38:58And I think it shows off the house much better.
38:59You can see the house beautifully.
39:01And you can see the view without being distracted by anything else.
39:04Exactly.
39:05Well done.
39:06Thank you for making the point.
39:07Do come in, madam.
39:16So, me and Alex changed this around.
39:19Wow.
39:20We moved the bed around, sort of facing the window, and we toned down the pink.
39:25Absolutely beautiful.
39:26I love the colours.
39:27Much nicer.
39:28Yeah.
39:29What did you think of it, darling?
39:30I think it looks amazing.
39:31I think it's the start of something really special for them now.
39:36I think if she takes on your advice and does the changes, it'll be amazing for them.
39:43Yeah.
39:44It's a lovely venue, isn't it?
39:45It's incredible.
39:46It's an incredible venue.
39:47I mean, I will be saying to couples, you need to come and have a look at this venue because
39:52it's just stunning.
39:53Thanks.
39:54No, thank you.
39:55Thanks for coming back.
39:56No, thanks.
39:57Absolutely loved it.
39:59In just a few days, we've thinned down Neil's vehicle collection, turning clutter into charm.
40:05I've shown Tracy that by making small thought-out touches, she can elevate her interiors without
40:11breaking the bank.
40:13And with the newly refined pricing structure that is clear and simple to communicate to
40:18any prospective bride and grooms, I feel confident they're on the path to profit and
40:23a happy retirement.
40:24So, my darlings, this is the last surprise I have for you today.
40:31Okay.
40:32Come and sit down.
40:33Oh.
40:34Which leaves just one final item left on my list.
40:38Are we ready?
40:39Let's go.
40:40These are the photos that were taken yesterday.
40:41Ah.
40:42So, you've got them for your lovely new website.
40:43I like that.
40:44Every single one of them is just a lot more fun than what you had before.
40:45The old website didn't do it any justice at all.
40:46But we needed that.
40:47The advice and Alex's knowledge.
40:48Well, just someone looking in from the outside and seeing where it could be improved really.
41:00Oh, look at that.
41:01Ah.
41:02Penny.
41:03Fame at last.
41:04The girl knows her stuff.
41:05The lady.
41:06The lady, sorry.
41:07I'm really pleased.
41:08Oh, thank you.
41:09Pleasure.
41:10Pleasure.
41:11Pleasure.
41:12Pleasure.
41:13Pleasure, darling.
41:14And thank you for all your help.
41:15Honestly, thank you very much.
41:16It's been an absolute pleasure working with you.
41:17I must say.
41:18I've really, really enjoyed it.
41:19Good luck with everything.
41:20Thank you so much.
41:22Bye.
41:23I hope you enjoyed it.
41:24I hope you enjoyed it.
41:25Good luck with everything.
41:28Bye.
41:29Bye.
41:30Bye.
41:31Bye.
41:32Bye.
41:33Bye.
41:34Bye.
41:35Bye.
41:36Bye.
41:37Bye.
41:38Bye.
41:39Bye.
41:40Bye.
41:41Bye.
41:42Bye.
41:43Bye.
41:44Bye.
41:45Bye.
41:46Bye.
41:47Bye.
41:48Bye.
41:49Bye.
41:50Bye.
41:51Bye.
41:52Bye.
41:53Bye.
41:54Bye.
41:55Bye.
41:56Bye.
41:57Bye.
41:58Bye.
41:59Bye.
42:00Bye.
42:01Bye.
42:02Bye.
42:03Bye.
42:04Bye.
42:05Bye.
42:06Bye.
42:07Bye.
42:08Since Alex has left, we have followed the things that she's asked us to do, i.e. renovating
42:20the rooms. We've also had the website upgraded. We've got a manager starting today. Neil's
42:31refrained from buying any other vehicles, and the lawn is now free. We've got a few blockings
42:40next year for weddings or weddings. A lot of inquiries. Looking forward to a busy tunnel,
42:56I'll see you next week.
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