The Hotel Hell: A Descent into Chaos

As I entered the hotel, I couldn't help but feel a sense of unease. The diners were unhappy, and it was clear that something was terribly wrong. Robert, the owner, seemed oblivious to the chaos around him, and Ari, his business partner, appeared to be in denial about the state of their establishment.

"We've never seen a hotel or inn in such disarray," I said to Robert. "There needs to be structure, but it's just like a scramble. There is no order in the kitchen, nobody takes responsibility for anything, and nobody has been taught any standards." It was clear that Robert had lost sight of what was important - his staff.

The kitchen was a disaster zone. 40 dinners were cooked by myself tonight, and I could have done it all with a bit more guidance. "I'm the boss," Robert said, but I couldn't help but wonder if he truly understood what it meant to lead a team. He bragged about having cooked a rack of lamb, but I called him out for being self-absorbed.

"Do you think that's normal?" I asked Ari. "Do you think this is the way to run a business? Every pay period, there's a problem with the checks. It's like Robert doesn't even care." Ari seemed hesitant to address the issue, but I knew that something had to be done.

I spoke with Barbara, who had been waiting for her paycheck for 5 weeks. "How long did you have to wait?" I asked her. She replied, "5 days more, please." It was clear that Robert's lack of attention to detail was affecting his staff.

Meanwhile, Ari seemed more concerned about the financial aspects of the business than the well-being of his employees. He spoke with me in hushed tones about pay periods and checks, but I couldn't help but feel that he was dodging the issue. "You get to know about it first or you have to go ask him for your salary," Ari said, but I knew that this was just a cop-out.

As we continued to talk, it became clear that Robert's management style was the root of all the problems. He seemed more interested in his own ego than in leading his team. "You're always pathetic," he said to me, but I couldn't help but feel sorry for him. He had lost sight of what truly mattered - his staff.

The conversation took a turn when Ari stood up and started shouting at Robert. "How dare you!" she exclaimed. "They don't have to work here! How dare you!" It was clear that the tension between them had reached boiling point.

As I watched, it became clear that Robert's world was one of denial. He seemed to be living in a bubble, where nothing could touch him. But I knew that this couldn't continue. The hotel was sinking, and someone needed to take charge.

I told Robert that he needed to get his head out of the sand and start paying attention to the people around him. "You're not the lord of the manor," I said. "You're just a business owner who needs to lead." But it seemed like Robert was too far gone to listen.

The final blow came when Ari told Robert that he needed to stop nitpicking and start taking charge. "Get real," she said, but it seemed like Robert was beyond listening. He shut down the kitchen and walked away, leaving me with no choice but to take over.

As I looked around at the chaos of the hotel, I knew that my time here was limited. I couldn't stand the lies and the dishonesty anymore. The revelation that was about to happen would be shocking, and it would change everything. But as I stood there, frozen in shock, I knew that it was over.

"WEBVTTKind: captionsLanguage: entonight on Hotel Hell imagine if a teenage boy designed a hotel it would look like a Ferrari that's a lot of red there'd be a chocolate pizza on the menu it's like someone's wiped their with my dough and there'd be hot waitresses with super short skirts well this is the keing hotel looks like a nightclub out there with those ropes it might seem like a teenager's dream but it's actually the Twisted vision of a grown man and for the staff who work here I'm at the end of my room I have my days number here it's a living hell Jesus Christ call 911 urgently San Diego California is one of the top five vacation destinations in the US and is home to the keing hotel which lies in the heart of the city's buzzing Gas Lamp quarter want to say the desk this is Christ how may you be of service the hotel is the brain chart of local property developer Eddie Kane everything about the place is just the way he likes it the keing was my vision I was at the Ferrari dealer looking at cars and it kind of just hit me why not have the Ferrari of hotels but this 35 room Boutique Hotel is far from living up to guest expectations oh my gosh Eddie pitches this as the Ferrari of hotels but it feels like a hospital sterile almost this is all style and no substance I feel like it's a jail like I don't want to take my shoes off ever this is uh not exactly luxury Eddie hard a sports car design company and sank Millions into the interior design but he spent peanuts on things the hotel really needs let's not use this machine for the sheets because it has rust in the back making life a misery for his guests and his staff I have zero resources pretty much everything there is to do here I do it how glamorous is this it's a hell operations here to be honest Eddie's constantly adding ideas he's seen elsewhere but that's hurting the hotel and the restaurant I believe our menu is joke it's like four pages long which are all favorites of vies but we're not feing a million different edes we're feeding different people is hor at the end of the day I am the owner right if there's something I want in the menu Chef's going to do it yeah I think I piss them up Eddie will come in and say I want a chicken parm slider on the menu I had one in New York and I say yes I have stopped being proud of my food the hotel is millions of dollars in debt and struggling to fill the rooms so I have my work cut out for me if I'm going to get this place back on track we're losing a lot of money it's a nightmare but you should be able to handle that Eddie he knows he's losing money I just don't think he knows how to fix it I don't have any hope that things will get better if anything Works around here it's because of pure dumb luck there it is the keting wow looks nice on the outside Beautiful Jesus is that a dog outside hello how are you good how are you is that a model dog or is he real no she's real what's her name smudge smudge my God she's ugly looks like a nightclub out there with those ropes how are we hello how are you good to see you there's a lot of red wow I'm Christos Christos good to see you what did you do here lifestyle con down here at the front desk you going to be advising me for my life or you going to be dinner reservations so you organize everything anything you need oh now somebody likes red is that smudged likes red or no it's both the designer and the owner wow wow wow enjoy your stst what floor we on we're on the second floor second floor please perfect thank you right here I like to always stop at the car each floor has a different model car who's obsessed with the super cars who is that the owner everybody so right here this is your room wow yes it's so empty more like a Gage in the guest room and how much is this a night $759 $759 wow that's incredibly expensive what's that thing there that is actually the jacuzzi tub in the middle of the lounge it is in the middle of the lounge wow when they designed the rooms they took away all the interior walls but without sounding stupid these are car designers correct they are car designers now they're putting jacuzzi in the middle of sweet last time I checked a living room was for sitting in not taking a bath how much do these things cost the jacuzzi tub itself is about $220,000 you don't take Bing cars Jesus this is crazy but who wanted all these specially designed that is the OWN are that's Eddie that's Eddie yes this is crazy the sports car inspired Furniture looks cheap and isn't even functional it's different than anything else um different from a nice hotel room oh I don't know about that who in Earth want to sit here and sort of watch the television and watch the television CL it works though the sheets how can they all so wrinkled when I haven't even slept in there why is that we do them in house when you say we what do you mean you don't do laundry lifestyle means everything your mouthwash it's like gas sockets all broken and smashed down there someone's left their dirty ones there the plastic plants that's outrageous $800 oh my gosh Gordon doesn't like anything about the hotel damnn it anything else if I have any lifestyle needs I'll call thank you of course so far I'm not impressed with a keating's pretentious and uncomfortable design but maybe it can redeem itself with the one thing every luxury hotel should have impeccable room service I'm starving on on the desk this is Christos how many hi Christ this Gordon what's a little bit bizarre for me is that I'm ordering room service at the front desk is it there's no direct line down to the kitchen there is no direct line down to the kitchen the communication departments isn't there really there so we um take care of everything make sure it it happens listen I'm starving um I'll have a tomato soup please and then pizza and barbecue chicken I'm fascinated to see the chicken parmesan sliders I'll have one of those as soon as I can brilliant byebye thank you bye hello hello how are you thank you my pleasure well is this how it's normally served yes in a tiger box yes you pay $800 a night to stay here and you got to eat your food out of boxes and plastic containers are we short the soup cuz it's not even half full that's how they serve it that's how that that much yes it's one cup it's like a retirement home is that luxury you think no not at all what would you rather do sip that out of a cup of course jeez we we barely got half a cup um anyway I'm going to dig in if there's anything else I can do for you just go ahead and let us okay darling I'm sorry you can say that now it's finished thank you my pleasure a chicken parmesan slider that's Dreadful ah me now I know why they got the boxes it's a takeway puke box Pizza unappetizing in a box especially when you're spending $800 a night this place is obsessed with design but serves room service in plastic containers no wonder they can't fill the rules that is not my idea of lock sh let me tell you that's embarrassing wow how can this place call itself a luxury hotel I need to get some answers from Eddie the keting owner and Visionary hey how are you he how are you good to see you this place has been your baby in many ways and I'm dying to find out the vision the insight and to why give us a little tour I bought the building back in 200000 I was around 6 million did you go to hotel school no you've never run a business before not a hotel business now wow so I was actually at the Ferrari dealer looking at cars and stuff and it kind of hit me why not the Ferrari of hotels I'm more concerned what you were smoking at the time than what you were thinking why would you take one of the most highs speec cars anywhere in the world and turn it into a hotel I don't know where he's coming from but it does piss me off I designed the keing to be the perfect hotel for me not for him where should I start the floor it's all scuffed and marked when you have a resin floor it needs to be updated I mean everything's just marked to hell it feels cheap um the sheets you can't call yourself a luxury hotel if you don't have beautifully pressed sheets okay what's the idea behind sitting here so when you have guests you know we can sit down and talk and but where's the sofa where's the table where's the fun you know what hurtt the most I got soup served in a plastic Bowl but there's a chicken parmesan slider that tasted like it was cooked 3 days ago who in the would put a chicken parmesan slider together there's things that don't go in sliders and chicken Palm is one of them that was my idea but you're laughing as if it's funny and you think because you own the place you can put that in a roll and sell it I don't know what he's talking about this place is not bad so I think Gordon's comments were complete your trying to convince me this is your idea of luxury I don't know what to say when was the last time you stayed in the hotel it's been a while you cannot stand there and tell me that there's nothing wrong with this place when you don't even stay in it you bought a building that was your dream but it doesn't feel like a dream experience to a guest nowhere near it I'm at the keting hotel in San Diego and I've just met Eddie the owner who's completely oblivious to the fact that his Supercar inspired hotel is seriously underperforming you're the owner and you bought a building that was your dream but it doesn't feel like a dream experience to a guest nowhere near it I desperately want to help you only if you start identifying the problems okay could you uh send that young lady up to clear that dog out of there please Jesus trust me Eddie is not used to honesty like that right now he looks like a baby that's just had his lollipop stolen how are you who is this guy first thing he does he lays right into me the room service was terrible welcome to my world he opened the bed up and the sheets were all like wrinkled and most hotels have those giant iron in things that the sheets go through there we don't have that I tell Eddie the problems that we have but it may be sometimes you tell people something and it goes one side to another I was in shock maybe Gordon will get him to wake up I even know what to say that was very embarrassing after my meeting with Eddie I'm ready to see how this so-called luxury hotel runs on a normal night hi there how are you guys great how are you are you a luxury lifestyle concer no I am actually Sandra I'm the GM of the hotel the general manager oh we met how long you been here I've been here for 6 years okay wow so you're here from the beginning mhm wow wow wow wow I got a love to tell you you got a lot to tell me yeah I bet she does because the keying seems to have more complaints than guests our room is not very clean there's a hair in the cheets as well we turned down our bed and there's what appears to be a bunch of sand a sand what do you think of the red it's like a brothel you've been in a brothel I haven't just what I've heard okay wow I can confirm it is like a rle is it cheese plate let me check on that right now we've been waiting for 45 minutes you know if it's not up in 10 minutes just cancel it cuz we'll go to dinner okay okay how can they make a guest wait so long for something that's not even cooked the system for room service here is clearly not working taking the orders at the front desk then passing them to the kitchen is madness I've never seen anything like this before let's go through the kitchen together okay weirdly the hotel's restaurant the MC is in a separate building around the corner can you believe that they're waiting for 45 minutes for cheeseboard I can't believe it but I'm not surprised she looked pretty pissed huh she did look pretty pissed they sounded pissed the three times they called as well wow what is it is it a cheeseboard yes uh where's the cheese is that it that is it how much is that $6.99 I believe you're kidding me I can guarantee someone's going to complain about that hello how are you Gordon how are you my name is Aon manager you're the manager nice to see nice to meet you g um you're the manager of the restaurant yes sir that chees portion there barely two little slithers of cheese they waited 45 minutes forks and it's like no one gives a oh I definitely do now that you've told me this is the first time that I've heard of it why would they wait 45 minutes for something that's already I I think the process unfortunately is a little bit slow here I think getting up the stairs is a little bit of a challenge why don't you take the call in the kitchen oh in the kitchen itself we can take that call it's definitely an option but we've always what do you think that's faster I think as the hotel takes it it's just as fast as so even though the customers are unhappy with the weight that they've had to endure you don't want to do anything for them I didn't know how long the customer is waiting until just now wow okay manager not me Aaron the restaurant manager isn't taking any responsibility if he worked for me he'd be long gone how weird how' you rate him out of 10 can we go into negatives Aaron is the king of excuses as far as being able to kind of weasel his way out of things but I'm not in charge of firing him how we doing over here guys no wonder the hotel is half empty they can't even get the Basics like room service and laundry ride maybe Sandra the GM can tell me what the hell is going on here right we have a chance to catch up thank you so all these issues with the laundry where's the laundry done let me show you please oh here we are so this is the laundry room well bloody hell you have got your work cut out these are domestic I know these wash machines are designed for small families not a 35- bedroom hotel wow no wonder they struggle your life St coner come in here throughout their day to do laundry and attend the front desk and take room service orders we all do I mean this is crazy it is insane it is insane I don't know how we do it sometimes who presses the sheets we don't we don't have equipment so you don't press them can I show you where we are in the pillowcases absolutely God there somewhere else you seem to know all these problems and you're the general manager but if there's one person who can stop this it's you if the owner well yes I can quit I can leave to another hotel and go where everything is much better it is hell to run this place you're a general manager mhm yet you're managing nothing I spoke to the owner I said this has to change what's going on Gordon is totally right with what he's saying but is Eddie being so involved in everything that's the problem I have conversations with the owner about what works and what doesn't work in the restaurant no matter how many times I say you know what we should not have a book as a menu Eddie comes up with whatever he wants but no one's taken responsibility I pull back my duvet and the Sheets Were shocking $800 a night to stay in something pretty mediocre you should be ashamed I am ashamed I am ashamed I got to get out of here let me get down to the restaurant Jesus coming up I've never seen anything so unappetizing things at the keting go from bad to worse I wouldn't serve any of our dishes to my dog you okay and one of the staff reaches his Breaking Point call 911 please quickly 911 urgently for a so-called luxury hotel the keting has been a major disappointment it's like gas the owner's misguided Vision you're trying to convince me this is your idea of luxury it's taking its toll on the staff it is hell to run this place hopefully the food in the hotel's restaurant is better than it was in my room all how are you do table of one please o can you me hey good evening how are you I'm very well and yourself very well thank you and sorry wel to the mer my name is David David so what did you do I am actually the restaurant manager here I thought I just met the restaurant manager the little man I'm the other restaurant manager and the food how would you RIT the food out of 10 six six I wouldn't serve any of our dishes to my dog Chef Brian's kind of given up so much has been taken out of Brian's Hands by Eddie that I don't think that he has the passion in the drive to be that great anymore starting off with chicken under a break what does that actually mean it means it's drier than a bone amazing even the manager thinks the food's terrible here and he's not embarrassed to tell me and then the katti katabi yeah here we go with chicken s Tomatoes mushrooms you like that one no really uh I'm still going to try it so for desserts I'll have to go for the chocolate pig um it's a 10 in uh dessert pizza chocolate strawberries bacon how can I resist that thank you very much indeed thank you the table I'm ringing right now just bring it as it comes okay everything's Under Fire that's for all right what do we have here this is the brick chicken $21 $21 brick chicken yeah it looks like someone's just shat a brick it's so dry yeah I mean really dry that's actually better than usual really yeah chicken under a brick is where it should have stayed because it should have never come out of the kitchen wow pardon my reaching okay this is the kabat tapian chicken okay Bland chicken's dry way too much Rosemary and just it's at least I've save room for dessert what you have here is the chocolate pig white and dark chocolate strawberries bacon it's like we've had a crisis with a toilet paper Department someone's wiped their ass with my dough I mean it's just I've never seen anything so unappetizing as a dessert in all my life absolutely bacon and chocolate pizza om FG you see him SP it up yeah he didn't like any of it not one thing me is the chef off tonight no he's in the back he's in the back is he cooking or no so he's here but he's not cooking I would uh really like to meet the uh executive chef Chef Brian ruford Gordon Ramsey how are you let's go somewhere out the L show I'm lost for words I just you know I don't know I didn't know where to start I'm why wouldn't you cook for me why wouldn't you do that it's not a question of me not cooking for you it's do you want to see what we're doing here and improv because I want this to improve you've been here for how long 5 years 5 years but you've been cooking for 30 years 33 years 33 years I didn't see you on the line I didn't see you taste anything you I didn't even see you inspire anybody this position is killing me in my soul I've just been doing everything that Eddie wanted we have two large menu for the amount of business we do if I have 120 items on the menu and we do 50 people a night how much of this am I able to prep on a regular basis to have quality but you're the executive chef on the menu yes I am how can you let let that food go out with your name above it um you can't just give up and almost you know Abandon Ship before it's sunk I'm at the end of my world you're toast I'm tired but you're you're you're an experienced guy you okay look at me look at me he standing you okay are you on medication yeah excuse me can you get me some uh water please quickly can you get me a chair please a chair Jesus Christ call 911 please quickly 911 Jesus come here Jesus Christ urgently what happened chef's on the floor can I have some you okay call 911 Jesus Christ Chef just fell collapsed can I have some water please and a cold cloth urgently just try to stay alone look at me look at me Brian can you get me a chair please a chair Jesus Christ call 911 please quickly 911 Jesus come here Jesus Christ chef's on the floor Jesus Christ Chef just felt collapsed just try and stay alert and drink some water no job is worth it this let me tell you I was with the gentleman where we just standing talking unfortunately he just claps and banged his head on the back air I am really pissed off at Gordon he's stressing everybody out everyone seems to be at their boiling point has he been stressed out for long I mean this put a lot of stress on all of us but me being here yeah but do not dare go anywhere near that I put him in that ambulance got it let me tell you something 150 items on a menu the size of a shoe box can send that man to an early grave let me tell you it's like he's a dead man walking yeah and what he tried to tell me in a 5minute conversation is that you've overburdened him cuz he does whatever you want you pay salary but you're not behind that line you have no catering experience you haven't spent a day in a kitchen I've never seen anything so fragmented okay it's like you're a little magpie a little spoiled macpie that's going around picking up little bits of glitter and running back and getting your army to expedite it for you all that matters right now is that that guy wakes up tomor feeling better enough is enough for one day yeah thank you good night for me the most important thing is that he's okay but that guy has the world on his shoulders and tonight proved that what a day yesterday the good news is that Brian's out of hospital and they said it was dehydration and anxiety so I'm going to shoot over to his house keep the cameras outside and hopefully have a chat with him how are you sir come on in I'm so glad to see you you know that I'm telling you how are you feeling I'm feeling well we've got immense troubles at BO you cannot continue driving yourself into the ground like that Eddie takes advantage of my good nature do you feel well enough to come back to the restaurant today yeah good let's get you back in there and trust me this time it's on your terms not Edie's definitely good to see you the restaurant is the beating heart of any good hotel Hotel so the keing has no chance without Chef Brian thankfully just a couple of hours after I saw him Brian is back at the hotel after going to the hospital I believe that Gordon is totally in my corner saying get back in there get it you you got this guy than now it's time to get the whole staff together to figure out how to get this hotel back on track thank you all for meeting me am I happy to see you or what how are you feeling more importantly I am feeling very good brilliant welcome back thank you very let's get everything out on the table cuz Life's too short to Festa I'm here to help and I just want to hear it from you guys what's wrong with the keting the resources is the resources I tell Eddie all the time Eddie I can do my job your front reception desk should not be doing laundry let me tell you that the big concern I have is the room service how on Earth do we get ourselves in that mess as a food and beverage manager yeah tell me why it's going via the reception it's determined by you know Eddie oh my God don't give me that you're not the owner of the place I tell you what I want and you guys need to implement it why is the menu so big because Eddie comes up with ideas I Eddie sees things Eddie has a lot of friends that come in that would like to see more items on the menu if I go see something I like for somewhere else I tell you guys to implement it but you're not a chef he is and he needs his identity and he needs his voice I do know Brian doesn't like to say no to me you have a general manager you have a head chef executive chef you have a front desk man you shouldn't get involved and I give them ideas you know cuz I have a vision here and I give them the ideas no I take criticism no I cannot work with you if you're like this we have the key players the there's one little problem we have and unfortunately it's it's you and this this point after last night's dramatic turn of events Look At Me Jesus Christ the St K have finally found the courage to confront Eddie the owner now there's one question I have to ask tell me who's the most important person at the keting who is it Eddie bran yeah the most important person at the keting Sandra who is it I I got to say it's Eddie I mean I believe it would be Eddie Eddie SRA no no the most important person at the keing is the guest and I think it's all been forgotten about and it's more about keeping you Eddie happy we have to focus on the guest I'm here to put this place right understand that Eddie and Sandra just come with me if Eddie won't listen to me and he won't listen to his staff maybe he'll listen to the people who could pay the bills Around Here Eddie up until now this hotel has always been about you your dream your vision now it's about the guest want me to meet some very important people I'm just really worried right now I have no idea what Gordon has in the room hello how are you I see our guests that have been staying at the keing over the last 24 to 48 hours oh no when I see all those guests there I want to run right now I wanted to give you a unique opportunity to hear some very and I mean very valuable feedback I've also stayed here um and I am frustrated but I'm here to get this place back on the map give you a little insight please what do you think of this luxury hotel Madam or you I walked into the room and it smelled horrible there was no rust in the jacuzzi no water some of the features in the room were just lower quality like the plastic looked a little bit cheap and old so doesn't feel comfortable M please I just feel like this place was designed kind of form over function it was just kind of weird where is one supposed to sit and eat breakfast in their room my husband had to stand up this morning to have his breakfast while I took the only chair and sat at the desk I'm sorry our our room service was um we ordered a couple of the small pizzas and they essentially looked like microwave pizzas and then the order was wrong so we called the correct they eventually you know brought up what we actually ordered and then in the morning they charged us for both wow I'm sorry anybody else there was some really high-end stuff and then at the same time there was just simple amenities that were skipped are you saying there's better at the same price out there yeah Eddie your baby your vision um on the back of that feedback no I appreciate the feedback I have one question for you all who would return here let's do a show of hands who would come back to the keying wow not one person Gordon's comment about it's not what I want it's what the guests want wow I'm starting to realize that some of the things he's saying actually are true I really apologize and I am looking forward to having you guys in the future I can tell you we'll have a different experience Eddie and Sandra you know I'm not trying to embarrass you but this is for me critical feedback and it's only going to get better the feedback from the customers was good I'm realizing there's more issues than I thought we had and just being here over the past couple days I'm seeing what they are I think we can definitely fix them and streamline them so the place works a lot more efficiently and all the guests are happy thank you I appreciate it Eddie is starting to see how much things have to change for this place to succeed but for the hotel to have a Fighting Chance of turning a profit I've got to find a way to reignite Chef Brian's Love of Cooking let's show the gang what we can do yeah I don't have much passion here anymore I'm hoping that that that Gordon being here will nurse it back and right first was the roasted beet and B salad they've just been seasoned with a little touch of salt pepper and then finished in a little hazelnut vinegar scops I like serving scallops with a nice sear so Touch of salt pepper little bit of vinegar and I've just made it sort of citrusy sorry I love it when you get excited like that see that energy coming back I absolutely love it I just have a little taste are you okay Brian you're killing me there's two things on the plates got the scops and the onion P when I'm on the line with Gordon the energy level just pops up and now I'm you know I'm standing a little taller and it's exciting nice happy yeah good so nice to see you smiling you know that Gordon kind of unlocked the chains that I had allowed to be put on I'm with you every step of the way but you need a voice in here and your voice is on that plate let it scream I love Eddie but I have to be able to just say this is not going to work this is not to the benefit of the hotel the guests the restaurant or anything you can do it and I know you can do it I needed this to remember what I used to do and that that there's no limit to what I can do in the future Brian and Eddie are both making great strides and tonight my design team will move in and try to get this hotel out of the pits but first there's something I've just got to try I've got a 25 Grand bath so I might as well use it that does not fa and sound like a 25 CR bath let me tell you someone's been ripped off right to please it's been a challenging week at the keting hotel a place that was all style and no substance but its owner Eddie has finally turned a corner good morning morning how are we good excellent it's time to show him and his staff how my design team have transformed the keting into a place people will actually want to stay okay good let's be honest the keting is a hotel with huge potential right yes but you need to focus your attention and energy to the guests that are staying here yeah come with me let me show you the keting let's go come in welcome wow come in that is great oh my God it's all opened up wow there's no more dominant red re read carefully all those wonderful configurations of your hands welcome to the KY it's just so beautiful isn't it it's just such an emotional experience you all have a hand in helping the guest feel welcome it's amazing you disappointed the red is gone no no no it's a brand new warm inviting entrance to a hotel ready to see more yeah nice nice nice come into my Suite oh my god wow so much nice oh wow God oh my God oh my God oh my God I am definitely blown way wow wow oh my God welcome to what I think is a sophisticated comfortable modern suweet yeah let's start off with that Jacuzzi if guess would like to take a bath pull the curtains they have a choice that's how you embody luxury the sofas you can sit down you can watch TV 3 m away from the screen Brian you going quiet on me again jeez we thought we were sleek and cool and now it's beautiful it feels welcoming come through the bedroom please I really like the concept of the Mover Suite now it screams the guests you get stuck in a perspective sometimes and you need to take a step back and have someone you know come in and show you and I think that's what Gordon has done it's amazing now something really important I've organized a free trial period from a local linen company use it to your advantage that means the front desk team doesn't need to waste time doing laundry you got more time to focus on the guest and Sandra you are a GM you're not a laundry assistant the Lifest are concered we don't have to worry about laundry so I am happy there's more let's go right excited yes come through we have refreshed the menu okay oh my God breakfast pizza I've worked with Chef Brian to devise a short new menu that will play to his strengths First Impressions visually it's very Briant the presentation's amazing and the good news is 2third of the menu is gone Chef what do you think I think that this allows me to speak to the guest and aarin I want you as the food and beverage manager to take responsibility of room service own it and no plastic containers I I think now we have the proper execution the proper understanding of the menu with limited smaller items we definitely can execute it a lot quicker and now I feel a lot more comfortable and that for me is great news cuz it means the front desk is no longer looking after room service or do laundry they can concentrate on looking after the guests yes there's one more change we need to do you've been wearing a red chef jacket for far too long you deserve a white one let me tell you put that on thank you enjoy it I certainly will I'm feeling great I'm no longer Eddie's Chef in the red jacket I'm the chef of the Merc beastro in white it's not Eddie's favorite color but it is a proper chef jacket you perform like one you deserve it make it yours thank you Gordon well done this is the kind of energy you want to see every day so you know what as long as they're doing their jobs I have no problem with them saying no to me anymore big night tonight it's going to be a packed restaurant you've got to remember you are all team keing I know you can do it oh absolutely absolutely guests are arriving for the relaunch of the keing hotel are you and the first impressions are very positive this is really nice you like it oh yeah oh this is beautiful at long last the front desk can focus on welcoming guests how are you welcome I'm Cindy pleasure to meet you and the hotel's new white Lobby is a great Improvement at this all red and before it looked like a bus station now it looks like a hotel it looks much more inviting at the restaurant Aaron is finally stepping up follow right and taking a new Hands-On approach to room service and not a plastic container in sight Mr Hanks right excellent we got room service over here for you the simplified menu has brought Brian back to life I want the most gorgeous plates in the world coming up in this window that's good news for the diners so beautiful it's very tender it's like I don't even need this knife this is a joint where you don't need ketchup it's perfectly seasoned and for the future of Eddie and the keting hotel keep it going that's amazing oh my gosh look how T it's perfect if I had one thing to say to Gordon right now is just thanks all right ladies and gentlemen it's our last ticket out I've been really lost here and you've woken me up great job new day new day and reminded me of who I am this place was all about Eddie's dream of what a hotel should be like but he forgot the most important person the guest I'm just hoping that Eddie can trust his staff and let them work as a team because this is a place I'd love to come back to okay right Sandra you are a great general manager don't stop being one okay Gordon thank you thank you so much thank you so much I'm proud to be the general manager of the Kon Hotel give me a hug come on all well done seriously you can do the food and beverage you can handle the room service easily and my God I mean you bounc back from the dead let me tell you literally literally literally make it yours hold on and do not change that jacket okay why it suits you you know that and let your team run your business okay I think this experience with Gordon was life-changing for everyone here what you did to get the team back together I mean I'm telling you no one could have done but this place is on the road and good luck I can't wait to come back it's one of those experiences you'll never forget good job guys sometimes you have to trust no no no no no tonight on Hotel Hell I'm trying to breathe life back into a historic country in yeah the hotel's arrogant owner Robert Dean II I've always thought you should live with nice things if you can afford them treats the Inn like his personal castle and treats his loyal staff with disdain go on then you pump as excuse me don't talk to me like that but what's wrong with it is this hotel beyond my help I'm barely surviving financially and emotionally I mean I'm going to lose everything the historic Juniper Hill Inn sits on a Hilltop above the quaint Village of Windsor Vermont built in 1902 the country Mansion boast 28 luxurious bedrooms and two grand dining rooms it is filled with original works of art and antiques all museum quality antiques dealer Robert Dean II and his boyfriend Ari Nikki bought the business six years ago I've always thought that you should live with nice things if you can afford them these looks good there I thought you'd like it the guests that we don't want here are people who don't have a lot of money the in may look the part but despite Robert's dreams of an elite country estate the hotel is barely functioning Robert Dean has no hotel or no restaurant experience the prices may be a little bit high for locals $350 two night minimum so that's $700 the lack of communication is very frustrating where are you I know the customers see that every day I need my key too I at this point I can't even get in my room okay with bookings at an all-time low the hotel is in serious financial trouble but that doesn't stop Robert from living a Millionaire's dream Robert believes this place is his playground and the playground for his friends he's got to have a lot of clothes made by he comps all their meals and rooms but we never get tips they're having a hard time paying me because they give away all of their money and food to their friends showing off using this as their private castle with hardly any paying guess it's no wonder that this Inn is in the red yes we are losing money more or less like $200,000 a year I think that the place is going to be closed and it's that's very sad Gordon is going to come into this place and say this place is if I don't stop this business from bleeding money it's doomed I'd love to own an inn in a setting like this if you get it right you'd make an absolute Fortune before I get to Juniper Hill I want to find out what the town's folk think of the local in hello how are you very well and yourself yeah well you me driving all morning um how do Juniper hell in you're going to love it it's beautiful um reputation it tends to be a little on the high end for our area okay but I would love to have a place to go to locally do they not invite locals up there I feel um that I'd be interrupting I feel like I'd be intruding are really what a shame thank you so much have a great day welcome to Windor thank you very much indeed take enjoy your visit thank you here we are Juniper Hill in now who in the hell would bring an RV all the way up here and not stay in that studing hotel look at it my God that's beautiful wow okay round to the front door can't believe they haven't clear the snow for guest to come in w you're kidding me it's locked that's not very welcoming why would you have a big mansion that guests can't arrive through the front door Jesus who wants to enter through the back door Mr Ramsay's here I need you to do room one right away at least this door's open finally hello there how are you how are you Mr Ramsey black Gordon please blood I'm Robert Dean Robert Dean we were you over there I I was at the front door yes okay this is actually our entrance and in the winter because of snow ready we have to keep that locked cuz otherwise the snow load comes off and kills people kills people yeah it can have you killed anyone no where's all this stuff from um an aftermath of a antiques Fair yeah this looks like it could be a beautiful room you can't tell because it's stuck with so much clutter that's the reception desk no my God so what is that that is our bar right now you are kidding me this is the bar yes with what that martinis martinis God bless him H made of pigs Pig Martini well we have three rescue pbell pigs you have three pigs here right what is that for were you born with this in your mouth yeah don't I wish honestly actually no that was a gift from GI so yeah Robert obviously loves to show off all these expensive antiques but as a guest I don't feel comfortable I feel like I'm in a museum this is the main formal dining room this big chair here is for for one uh just kind of we're known as a romantic destination and uh just out of Interest has well we would move the table move it in for me please yes wow so you got a sofa on the table we thought it was kind of nice to have like a cozy banket oh well three US presidents have dined here oh really which ones uh Teddy Roosevelt Calvin kulage Teddy Roosevelt dined in here wow I wanted to try to give him a little bit of sense of the history at Juniper Hill wow okay so that's the dining room well we have two dining rooms God you must be busy with two dining rooms well I wish we were busy bloody hell we have spurts of being incredibly busy right uh where we lack is all the other times really yeah this place looks like a Millionaire's Mansion not a struggling business I've got to scratch beneath the surface this place per week uh is turning how much we're lucky if we're doing you know 15,000 a month what does it cost to keep the place open 30 ready y so you're losing $200,000 a year it's been a nightmare we maintained our room rates thinking that the economy wouldn't be this long a hall but we've all experienced those kind of difficult and myself including but you you navigate your way out of that recession unfortunately my partner lost his job we expected him to have his job for a little longer he must have gained a substantial payoff or retirement it's all been put into this how much over a million dollars a million dollars into this already Yes and does he have an active role in the business he tries to maintain the accounting and he helps just about with everything we're in trouble trouble you'd never guess from the look of this place it's more like bucking and palis skid Road do you know what um Robert honestly I like to go straight to my room if you would mind please all right wow this place goes on it does it's the largest col Revival Mansion in New England and more paintings and you're in the Maxwell art Suite which is the original um okay wow beautiful room and uh uh I mean this is uh this is a beautiful room but why is that smell I mean seriously it's it does smell yeah it smell I mean that is horrific oh my God it smells like sewage coming up Robert staff turn on him I'm supposed to tell you the truth right the truth is all I want to know I'm telling you exactly how I feel and how the people that I work with feel the entire staff is ready to walk out you can talk to him he's your Chef I'm beyond angry I'm beyond pissed off and I have to step in how dare you you still haven't got it get your head out of your ass and start getting a little real excuse me go on then you pump as I'm at Vermont Juniper Hillin and I've just met its owner Robert Dean II who's filled his hotel with expensive art and antiques were you born with this in your mouth but he can't fill his rooms and his business is struggling you're losing $200,000 a year here it's been a nightmare and no wonder because although the room he's put me in looks nice beautiful room it has one major drawback why is that smell it smells like raw sewage we had a plumbing issue and it's like someone's shot under the bed and um how much this room goes for $350 a night $350 a night for room that smells of well you kidding me we haven't rented it though bloody hell it's been out of use for um four months four months yeah oh come on it has been this is crazy it is crazy it doesn't make sense I've got to get out of here it things sh is there another room yes I have room too bloody how I didn't realize $350 to be caked in wow it's gorgeous and this one doesn't smell like crap I'm going to quickly um unpack and then I would um I would like to have a um a quick bite of lunch okay I'll I'll notify the what time is the restaurant closed for lunch I know we actually don't serve lunch normally but we're happy to prepare you something is that a joke we we serve stop stop stop stop stop you don't actually serve lunch no the restaurant's closed for lunch yes if someone requests lunch we'll make lunch for them but could you uh prepare lunch for me uh yes I can I'll tell the chef please okay uh thank you yes not open for lunch Gordon is going to want lunch huh Gordon wants lunch what am I supposed to do with that information that a welcome breath of fresh air on the back of that disgusting smell of crap in that room I can't believe it and the rooms are gorgeous and yet how could you have a room that has been smelling for months that bad and then he sticks me in it what a muppet despite the Hideous smell in that first guest room I've still worked up quite an appetite hello Hi how are you Barbara Barbara how glamorous are you how nice it to see you I have a mad crush on good as he knows I'm a cougar how old are you now don't old last week I turned 70 you're kidding me you look a million doll you made my year 70 watch out Joan Collins I'm telling you now bloody how Baba what's wrong with this place well in a nutshell don't get any people M like pulling teeth to get my paycheck you don't get paid it takes forever to get my paycheck and when I do it's usually something's left out but hold on a minute you you don't get paid and when you do not not on time we supposed to get paid every two weeks so what do you earn a fortnite I made 6,000 this year $6,000 a year that's ridiculous you know you got to have the money flowing and it's almost come to a stand still at this point my last paycheck was $48 unbelievable robers obviously got enough money to fill the guest rooms with Fine Art and antique furniture but he doesn't pay his staff um I'm starving what would you recommend crab cakes with a little salad so this is the dinner menu okay cuz we're not open for lunch right and the lamb sounds great as well you want the lamb yeah all right darling is this a uh prefix menu or yeah cuz there's no prices on here what sort of restaurant doesn't have prices on the menu It's like a club for millionaires where if you have to ask you can't afford it I've got a supplement of $15 from the lamb how much is enough charge for the lamb is Robert nearby how much is it for three quarters $59 $59 so if we had the lamb it would be 74 people are horrified at the price of the food this is why a lot of people think that Juniper Hill is snobbish when we typically take a reservation we will tell people it's a three course meal that's for the residents I'm talking about a local coming in here we're reservation only though so nobody walks in we don't have walk how can you expect to appeal to the locals um we haven't identified the appropriate people to come here or hold on what you mean appropriate people hold on people who can afford $59 for three courses appropriate people what a snob where does he think he is the rits and where's your table which one's your table uh well most of the time I eat in our RV our motor coach say that again oh we have a motor coach to the side Christ and where did it come from is it yours you rent it yeah it's ours we I mean we owe on it but we bought it and we bought bought it yeah how much was that over $100,000 A1 $1,000 you're 3 years away from 50 you should not be living in an RV we don't live in um an RV um it is a motor coach which is the higher end version of an RV it is that psychological break for us and it gives me a place to relax and kind of unwind I actually love it I could live there the rest of my life to be honest with you it's quiet it's clean I suppose if this place doesn't get fixed then you might be in there fulltime yeah I've just sat down for lunch at the Juniper H and already I found out the staff aren't paid on time like pulling teeth to get my paycheck and the owners live in a camper outside how much was that over $100,000 this place is baffling I hope the food makes more sense excellent wow where are the crab cakes oh that's in there underneath there are they mini crab cakes are we uh the chef has decided that those are the size that he needs to serve mhm I mean that tastes Dreadful that thing tastes sort of Washi and soapy at $20 for that he's as cheap with his crab cakes as he is with his staff now for the Lamb with Robert's ridiculous $15 extra charge it's um a rack of lamb incrusted in macadamia nuts uh fresh herbs and a little bit of Dijon mustard it's served with a honey vinegar reduction it's not even cooked properly rested and take that off I always get nervous when you see white fat like that on the side of the chop is it do your liking I mean it's pretty raw in the center you like the flavor of it though the honey G no way too sweet m i I'm I'm not satisfied with uh the quality of the foods coming out of the kitchen I believe our Chef has a learning curve to be where he needs to be thank you we just lost our other Chef right why did the chef leave I'm supposed to tell you the truth right the truth is all I want to know why did the chef leave well her paycheck she put all everything on her uh charge cards and and she just figured she wasn't paid back for what she the chef bought produce on her CR C did she did everything she was the best chef ever prob that's Dreadful I'm starving um the peanut butter chocolate decadence I could do with some of that pick me up please thank you God a chef that left because you had to buy produce on her own credit card I mean this guy's priorities are upside down bit like this Inn hey are you ready this he said he doesn't care for the sweetness there's fat around it he didn't care for the flavor of the honey gar wow thank you very much did you cut it in half cuz it looks like someone's taking it and where's the other half gone uh it goes to the another person who ERS I know I want my other half $74 this place is insane listen half my dessert is missing if you think I'm spending $74 for a dessert that is half CAU it's actually quite nice there is hope I'm sorry I'm going to say that that is not a dessert that he made Barbara made it no somebody else makes desserts it's ordered like store bought like through one of our purveyors what where's the chef he's in the kitchen can you get him out please yes what how you doing Chef Julian in my opinion is not living up to his potential as a chef he will try to cut corners and I think Gordon needs to know these things I've just spent $74 for three plates of absolute dire dated food crab cakes yes sir you can't put two little half testicle sized crab cakes that came from a can there's bigger cakes chef at a canopy party my lamb was cold in the middle the fat was white it was almost like a mouth full of sugar the best tasting dish for me was the chocolate peanut thing that I got served half a portion that's not even made in house what is this there's no Synergy here there is honestly a lack of communication often sometimes when I'm in the middle of doing breakfast service for the 10 people that we randomly get I get five texts from him asking me a question so why are you texting him if you have a question you should maybe leave the RV and come out and talk to us show me those text are you nitpicking are you trying to control him are you no I'm trying to make sure I I'm I haven't been sleeping very well to be honest with you and uh I've had I've been beaten down I'll take responsibility for everything that happens in the kitchen you don't own the place you own it yet he's acting more responsible what do you earn a week if you don't mind me asking $11,000 before taxes 400 Jesus Christ almighty $400 a week to be the head chef in a luxury hotel that's insane I mean you're barely surviving I'm I'm I don't know that I'm even barely surviving if you're not happy with your work environment you should leave are you taking the piss or is it is just an abuse for you what are you doing to these people this are their livelihoods this is your responsibility Rob's World and you're in an RV 100 Grand everybody is disgusted that you live in that thing they really are because it costs so much money and they can't get their paycheck on time well that is not the that is not part of the issue we are surrounded by wealth and reminded of poverty at the same time because of that our V it's a symbol to me that RV is a symbol and it's a symbol that you separating yourself from everybody else I'd be very careful about coming down on me too hard I'm telling you exactly how I feel and how the people that I work with feel let me tell you how I feel when you're in your kitchen all day long and you're on the goddamn internet instead of actually trying to perfect a menu and get a menu how long did I ask for you to make a menu of your own and if I'm on the computer usually is I'm trying to research menus research ingredients give me a break I've given you plenty of breaks I work very long days and I haven't been paid in 3 weeks there's only been one paycheck that I got on time almost the entire staff is ready to walk out because they are tired of not getting paid anything to say no we we do things oh please it's my first day at Vermont's Juniper Hill in and the battle between the chef and the owner I'd be very careful about coming down on me too hard has turned what should be a Charming country in into a war zone I'm telling you exactly how I feel I work very long days and I haven't been paid in 3 weeks there's only been one paycheck that I got on time almost the entire staff is ready to walk out because they are tired of not getting paid anything to say no we're tired and half the team is broke I'm beyond angry I'm beyond pissed off oh I just got a new ripped to me Gordon says that I live in a fantasy world and that uh I live in a million doll RV while our our our employees can't pay their bills and all of this kind of stuff cuz we don't pay them on time and they're all complaining that they haven't gotten their paychecks this time either oh they haven't and he said that everything is all about me I can't believe what a mess this place is I've got to get off this hill for a bit there someone I need to see hello is that ligher it's Gordon Ramsey I've got some questions about Robert and Juniper Hill would you mind if a pop over for 5 minutes please great I'll see you then thanks later I think the old Chef that quit will be able to give me some insight into what's wrong with juniper Hill hello are you good to see you good to see you come on in give me a little insight to what it was like actually working there I have to say it was very interesting 5 years uh things were going very very well and then all of a sudden 2 years into it they stop answering the phone Robert I think thought he was too important to answer the phone or he was too busy doing other things so preoccupied and distracted in very very preoccupied and distracted and not focused at all on maintaining his own business wow I was getting cut out of a living when they did all this stuff I used to earn $40 $50,000 in one restaurant and now I'm down to earning uh 15 were you paid on time um not very often wow um did you ever use your own money to buy things all the time and then I would have to demand to be paid back or we W going to open for dinner it's insane Barbara has been shorted checks a lot she's barely earing $100 a week and yeah and he won't pair and then if he had a private party with all his friends he didn't tip them you okay kidding me no that's just disgusting I mean that's where I I don't that you can't do that no you just can't treat people like that now he's a confirmed snob and he thinks he's above the town he thinks he's Untouchable I'm here to make this place work and the first thing I'm going to do is burst his bubble I'd like to be a fly on that wall but would would you come back and walk through the doors to have a look at it at the end of the week and just come back for dinner no no just won't go or no I'm not even interested in getting it I I just fear getting in one more battle with ar Robert and what a sh after 5 years yeah do you think I've got a chance of saving it the problem he has now is nobody will work there you know I'm there to get this place turned around um those staff deserve a better future they do you know I I feel terrible for him um listen thank you you're very welcome um appreciate your time enjoyed it thanks like good to see you too byebye byebye how sad is that after 5 years of her life dedicated to the Juniper Hill you know she won't even step foot in the door she doesn't want even see them the old Chef left because she couldn't stand it and the current Chef looks like he's ready to walk too I wonder if everyone here is feeling the same frustration Jennifer would you what's wrong with the place what's wrong with the place we're lacking uh paychecks on time paycheck you don't get paid on time either no we're missing basic supplies to basic supplies we don't even have I mean no well purchased guest checks for us today so that we've been using scrap pieces of paper first neighb is I'm Ryan Keith Ryan Keith what' you do I'm the estate manager here I do all the maintenance on the house I've done everything here though that's why he likes me to spread out my talents to try and help anybody wherever they need help how's morale not good I personally haven't been paid since the 6th of January here it is the 1st of February that's nearly a month and you pay the employees before paying paying your bills when they've done the work that's their livelihood I amazed you're still here working as hard as you are because staff never needs to be treated like this let me tell you it's always as if what you're saying to him doesn't get through because he sees you as not an equal he treats me like that and that really bothers me because I feel like I've contributed a lot it's actually pretty degrading this is insane coming up oh my God I uncover the shocking extent of Robert's Reckless spending thousands of dollars worth hundreds of thousands of dollar Robert's Dreadful communication skills cause a meltdown I said where does this chicken ask him again Tempest flare excuse me I am the boss and Robert reveals these True Colors how dare you I'm shocked with what I'm finding at the Juniper Hill in owner Robert wants to kill his Chef how long did I ask for you to make a menu of your own and the rest of the staff want to kill Robert how's morale not good estate manager Ryan has told me about some of the problems but now he wants to show me if you want to see the root of the problem let's go to the basement to the basement yes please Jesus what's in there everything oh really it's the majority of it is personal items no even the shelves are all lying bloody hell look at this place oh my God look at this stuff stereos wine racks quilts chair tables copper pans more chairs over there look at these Robert Prides himself in having to have the very best of everything Christ there enough in here to open three restaurants is all this stuff still brand new most of it is brand new littered with thousands of dollars Robert's got so much stuff he could furnish a dozen houses but he doesn't pay his staff it's crazy where are we going rise yourself we're going up to the office you're kidding me oh no come on come in this is the office this is the office you kidding me not at all I wanted you to Jesus Christ scares me half to death oh my God this is insane it would only take a day or two to sort out this hord as heaven but Robert's left it in chaos no wonder he spends all day hiding in his RV this guy has lost the plot this is disturbing please tell me there's no more yes there's more this is where the pigs are kept at least they look happy hey pigs who live a life of luxury while everyone around them them suffers sounds strangely familiar bloody hell so the owners live out the pigs live in there's more so check out the storage units storage units you are kidding me no oh my God this one's all personal items look at oh Jesus I mean I swear to God it's like a special edition of Hoarders I mean honestly wow I'm in shock you know that and this one all of this entire storage unit is full of chairs oh my God look at this stuff honestly I mean they must be packed with thousands of dollars worth of hundreds of thousands of dollars how much stuff does one need fluty hell I can't believe how much stuff Robert has bought he must have spent a fortune I've got to meet Robert's partner Ari and and find out why he's financing all this welcome welcome my name is Ari it's a pleasure please um my God so how much money have you put into this business personally more less over a million dollars a million dollars and how much have you seen back nothing it was all my my uh Seance packages my income that I when I was working and then my retirement plans rapit savings are in artwork and antiques I have supporting this in with my my savings clearly this is a beautiful place but putting your entire life savings into a sinking ship is insane and with Robert at the helm treating your staff so poorly I don't see things getting any better Robert is in a fantasy world and I've been struggling all day to get through to him this place it's Dreamland a playground for your boyfriend Robert your biggest problem is not Juniper Hill your biggest problem is Robert I'm at Vermont's Juniper Hill in and I've just had a difficult conversation with Robert's partner Ari who seems strangely unconcerned about how bad things really are here how much money have you put into this business personally more less over a million dollars a million dollar and how much have you seen back nothing but I've tried to make him see who's to blame for the problems your biggest problem is Robert dinner time is approaching word have spread about me being at the inn and the place is bustling good to see you hello there nice to see you I'm learning a lot about why the Inn is struggling by watching Robert and Ari deal with a new influx of guests anyone with any restant experience would stagger the seating of guests but as if they're just welcoming people to a dinner party at a private house hello there how are you Robert and Ari seat everyone at once there in the corner make pretend you're back in 1902 it's meant to be a relaxed evening and and that's a recipe for disaster for Chef Julian and the White staff Chef I'm making a change on 21 write it down don't tell me just write it down there's an order are you guys kidding me with all these orders who said everybody at once like this best friend we don't know about pacing I they said they SL who's writing the tickets you mean table four table five some of them have names on them some of them do not who wrote that ticket there's not even a table number in there table four they just got their lobster where's table 23 they've got I need one person at a time I need less talking in the kitchen please table 23 has got put up the window eight people ask me for something with Julian having been slammed by the owner's Dreadful seating Ari isn't helping the strained atmosphere with an aid art lesson but then like this this is from 1800 and it was painted for opera house cuz you know what it is what is it come on everybody has to know what that is it's a hanal going across the albs with the white elephants everybody should know that on the other side of the house house Robert's also busy giving a lecture this is one of the original signs to the house there's a lot of history here um Teddy Roosevelt actually was best friends with the man or very good friend with the man who actually built the house Maxwell art do you always get this backed up I mean yes yeah when I have po seating Robert has groups of his friends come in sitting them at once okay so you're waiting for your starters then okay well let me uh check on those for you see how okay yeah Robert yes this ticket system is bollocks you know that handwritten tickets no time on there no proper dates no coordination who trains the front of house team who's in charge of the restaurant who who is there I would be the host and then you'll be the host yes the chef takes over the kitchen this place is such a mess clearly Robert has no idea how to run a hotel yeah so me too I'm trying to straighten out the damn drinks cuz they lose we lost 30 something drinks oh my God Robert we lost 30 drinks at least I often find drinks not written down or just a lack of follow through and it's a big problem when we're trying to make money there's no communication between the bar and the dining room so people get served drinks but no one remembers to charge for them but we're losing big money no kidding and they're losing their checks and I'm going crazy trying to figure out a system they have hardly any guess and don't charge the ones they do have no wonder this place is in the red how does that happen they're supposed to write the drinks down and then apply them to a table and a room and then they go into the computer the ticket system is bogus and as I feared seating everyone at once is already causing problems for the staff and the guests it's not very it's burnt with guests now suffering and the kitchen falling apart from Robert's ill-managed seating come on I have to step in um just just stop there you have to be kidding me this Goose liver is burnt to a cinder stop Jun Julian yes sir come around buddy I know we're in the and we're busy food's dying in the window a f salad I mean honestly it's like a piece of beef jerky where's Ari get me Ari urgently I mean honestly come on guys hello I stopped that I just said no what is that what is that far gr oh that's VRA that is not forra this is not funny guys no that is not funny I mean I know we're in the but does anyone have any standards here yes well can I see them can I see something to hold on to cuz right now I just want to get out of here I can only be as good as I am with the tools that I have I'm embarrassed and I know that I can do better I know the staff can do better first off no more tickets in the kitchen give him 10 minutes to catch up okay all right and Robert is it possible for the first time put the phone away get your jacket off and dig deep a little bit yeah please yeah somebody I'm concerned that food is in the window and it's just dying Entre on table six are in the window entree send them they shouldn't be sat here how am I supposed to do everything back here are you with me are you an owner I'm with you are you an entrepreneur I keep trying to you know you can talk to him he's your Chef well when I try to communicate him he says yeah yeah yeah no no no no no no I can't do it no he doesn't find your balls and tell him you need to talk I found my balls do I want him to walk out he's not going to walk out if you communicate with him talk to him there well I have been trying to so when he finishes it send the food there's always a third dish not ready or a fourth dish well it must be one or two minutes behind but unless you ask how are you supposed to know I have been asking I said where do this chicken so ask him again it's the middle of dinner service at Juniper Hill in and Chef Julian is drowning under a flood of orders how am I supposed to do everything back here owner Robert has finally decided to get his hands dirty to try and help but is's utterly incapable of communicating with his Chef when he finishes it send the food there's always a third dish not ready or a fourth dish well it must be one or 2 minutes behind but unless you ask how are you supposed to know where's the soup go Julian table 23 I just told you one minute ago I need FR ra where I know I have it right behind me Julian yes that's what you call communication it's better communication that's what you call communication Robert there's a difference between interrupting and no communication and when you put those Entre up there you make sure they go you've got to start stepping up and dictating a little bit cuz this is just Madness I agree Jesus Christ it was fuckups from start to finish and it was a cluster and Gordon saw that Dreadful with an owner and Chef so incapable of communicating with each other it's no surprise the diners are unhappy and they're not the only ones while Robert and Ari are living the dream their staff are living a nightmare hopefully by gathering everyone in one room okay I can get to the root of the problem I've never seen a hotel an inn in such disarray there needs to be structure and there isn't structure it's just like a scramble it's a mess there was no order in the kitchen nobody took responsibility for any one thing no one has been taught any standards in any Department really it's like I'm I'm racing from thing to thing nobody knows what the other one's doing there's nobody here that is in control willing to take charge I did 40 dinners by myself tonight I could help you and you've never asked I can cook the rack of lamb excuse me bragging about Mak one plate is nothing to brag about excuse me excuse me I am the boss you can't call yourself the boss if you don't pay them I mean honestly do you think that's normal Ari do you think that's the way to look after your team every pay perod period there was a problem with the checks every pay period there's a problem with the checks I don't know what the problem is but I know it's the same two people you get to know about it first or you have to go ask him for your salary I always ask for it that's absolutely wrong and the reason is he's lying no no no he's not lying I would rather have them wait then write a check that's going to bounce because I don't how about telling him it's not going to be ready rather than having to ask like some skiy cap in hand please sir may I get paid anybody else have to wait yes mhm how long 5 days more I have to keep Barbara I had to wait 5 weeks you had to what I had to wait 5 weeks before I got a paycheck five weeks guys you come in and you work your ass off the least these two guys can do is pay your salary on time I don't have a secretary Gordon I'm sorry I'm trying to communicate with Brides I'm trying to send out things I have to have peaceful time in order to do my work are you always this pathetic I am I am not pathetic well when are you going to stand up and start showing some respect for your team and start growing a pair to sort of understand the mesh are in I understand the mess we're in I'm fighting for the team you dug the hole yes we did and put them in it so they're they don't have to work here oh my God I me you know the bottom line is how dare you no they don't have to work how dare you how dare you they don't have to work here here oh my God I I I care you disrespectful disgusting man they don't have to work here I don't think you realize how lucky you are CU if it wasn't for 1 2 3 4 five six of them you'd be driving that RV miles away from here Robert definitely needs a reality check it's life or death right now and I don't think he actually realizes what kind of Jeopardy this place is in it's not all about you Robert Robert's world Robert's bubble Robert's dream you're not the lord of the manner and you're not the Great Gatsby you're you're Robert it's only me in here excuse me excuse me go on then you pump as excuse me don't talk to me like that but what's wrong with it I want to know what's wrong with speak to me like that well I'm telling you get your head out of your ass and start getting a little real you still haven't got it that this place is sinking start paying a little bit more attention to the guys on the ground understand how hard it is out there there forget your Antique Road Show and start from the bottom running this business you're right there's no structure it's fragmented the team needs a leader they need a structure they need a mentor they need some support and all they get is nitpicks what kind of motivation is that all I've heard since I've been here you're just blaming people well I'm blaming you for not taking charge get real H next time my Hotel Hell continues Roberts Miss management spreads like a virus this time taking down the kitchen what's the matter with you now do you want to give me your jacket and I'll do it for you open up come on you've just shut down and there's a revelation so shocking that is dis disgusting I have to do something I've never done before I think my time's done here Gordon left I cannot stand anymore these bloody lies I just don't seem that I can do it anym I no I can't do ittonight on Hotel Hell imagine if a teenage boy designed a hotel it would look like a Ferrari that's a lot of red there'd be a chocolate pizza on the menu it's like someone's wiped their with my dough and there'd be hot waitresses with super short skirts well this is the keing hotel looks like a nightclub out there with those ropes it might seem like a teenager's dream but it's actually the Twisted vision of a grown man and for the staff who work here I'm at the end of my room I have my days number here it's a living hell Jesus Christ call 911 urgently San Diego California is one of the top five vacation destinations in the US and is home to the keing hotel which lies in the heart of the city's buzzing Gas Lamp quarter want to say the desk this is Christ how may you be of service the hotel is the brain chart of local property developer Eddie Kane everything about the place is just the way he likes it the keing was my vision I was at the Ferrari dealer looking at cars and it kind of just hit me why not have the Ferrari of hotels but this 35 room Boutique Hotel is far from living up to guest expectations oh my gosh Eddie pitches this as the Ferrari of hotels but it feels like a hospital sterile almost this is all style and no substance I feel like it's a jail like I don't want to take my shoes off ever this is uh not exactly luxury Eddie hard a sports car design company and sank Millions into the interior design but he spent peanuts on things the hotel really needs let's not use this machine for the sheets because it has rust in the back making life a misery for his guests and his staff I have zero resources pretty much everything there is to do here I do it how glamorous is this it's a hell operations here to be honest Eddie's constantly adding ideas he's seen elsewhere but that's hurting the hotel and the restaurant I believe our menu is joke it's like four pages long which are all favorites of vies but we're not feing a million different edes we're feeding different people is hor at the end of the day I am the owner right if there's something I want in the menu Chef's going to do it yeah I think I piss them up Eddie will come in and say I want a chicken parm slider on the menu I had one in New York and I say yes I have stopped being proud of my food the hotel is millions of dollars in debt and struggling to fill the rooms so I have my work cut out for me if I'm going to get this place back on track we're losing a lot of money it's a nightmare but you should be able to handle that Eddie he knows he's losing money I just don't think he knows how to fix it I don't have any hope that things will get better if anything Works around here it's because of pure dumb luck there it is the keting wow looks nice on the outside Beautiful Jesus is that a dog outside hello how are you good how are you is that a model dog or is he real no she's real what's her name smudge smudge my God she's ugly looks like a nightclub out there with those ropes how are we hello how are you good to see you there's a lot of red wow I'm Christos Christos good to see you what did you do here lifestyle con down here at the front desk you going to be advising me for my life or you going to be dinner reservations so you organize everything anything you need oh now somebody likes red is that smudged likes red or no it's both the designer and the owner wow wow wow enjoy your stst what floor we on we're on the second floor second floor please perfect thank you right here I like to always stop at the car each floor has a different model car who's obsessed with the super cars who is that the owner everybody so right here this is your room wow yes it's so empty more like a Gage in the guest room and how much is this a night $759 $759 wow that's incredibly expensive what's that thing there that is actually the jacuzzi tub in the middle of the lounge it is in the middle of the lounge wow when they designed the rooms they took away all the interior walls but without sounding stupid these are car designers correct they are car designers now they're putting jacuzzi in the middle of sweet last time I checked a living room was for sitting in not taking a bath how much do these things cost the jacuzzi tub itself is about $220,000 you don't take Bing cars Jesus this is crazy but who wanted all these specially designed that is the OWN are that's Eddie that's Eddie yes this is crazy the sports car inspired Furniture looks cheap and isn't even functional it's different than anything else um different from a nice hotel room oh I don't know about that who in Earth want to sit here and sort of watch the television and watch the television CL it works though the sheets how can they all so wrinkled when I haven't even slept in there why is that we do them in house when you say we what do you mean you don't do laundry lifestyle means everything your mouthwash it's like gas sockets all broken and smashed down there someone's left their dirty ones there the plastic plants that's outrageous $800 oh my gosh Gordon doesn't like anything about the hotel damnn it anything else if I have any lifestyle needs I'll call thank you of course so far I'm not impressed with a keating's pretentious and uncomfortable design but maybe it can redeem itself with the one thing every luxury hotel should have impeccable room service I'm starving on on the desk this is Christos how many hi Christ this Gordon what's a little bit bizarre for me is that I'm ordering room service at the front desk is it there's no direct line down to the kitchen there is no direct line down to the kitchen the communication departments isn't there really there so we um take care of everything make sure it it happens listen I'm starving um I'll have a tomato soup please and then pizza and barbecue chicken I'm fascinated to see the chicken parmesan sliders I'll have one of those as soon as I can brilliant byebye thank you bye hello hello how are you thank you my pleasure well is this how it's normally served yes in a tiger box yes you pay $800 a night to stay here and you got to eat your food out of boxes and plastic containers are we short the soup cuz it's not even half full that's how they serve it that's how that that much yes it's one cup it's like a retirement home is that luxury you think no not at all what would you rather do sip that out of a cup of course jeez we we barely got half a cup um anyway I'm going to dig in if there's anything else I can do for you just go ahead and let us okay darling I'm sorry you can say that now it's finished thank you my pleasure a chicken parmesan slider that's Dreadful ah me now I know why they got the boxes it's a takeway puke box Pizza unappetizing in a box especially when you're spending $800 a night this place is obsessed with design but serves room service in plastic containers no wonder they can't fill the rules that is not my idea of lock sh let me tell you that's embarrassing wow how can this place call itself a luxury hotel I need to get some answers from Eddie the keting owner and Visionary hey how are you he how are you good to see you this place has been your baby in many ways and I'm dying to find out the vision the insight and to why give us a little tour I bought the building back in 200000 I was around 6 million did you go to hotel school no you've never run a business before not a hotel business now wow so I was actually at the Ferrari dealer looking at cars and stuff and it kind of hit me why not the Ferrari of hotels I'm more concerned what you were smoking at the time than what you were thinking why would you take one of the most highs speec cars anywhere in the world and turn it into a hotel I don't know where he's coming from but it does piss me off I designed the keing to be the perfect hotel for me not for him where should I start the floor it's all scuffed and marked when you have a resin floor it needs to be updated I mean everything's just marked to hell it feels cheap um the sheets you can't call yourself a luxury hotel if you don't have beautifully pressed sheets okay what's the idea behind sitting here so when you have guests you know we can sit down and talk and but where's the sofa where's the table where's the fun you know what hurtt the most I got soup served in a plastic Bowl but there's a chicken parmesan slider that tasted like it was cooked 3 days ago who in the would put a chicken parmesan slider together there's things that don't go in sliders and chicken Palm is one of them that was my idea but you're laughing as if it's funny and you think because you own the place you can put that in a roll and sell it I don't know what he's talking about this place is not bad so I think Gordon's comments were complete your trying to convince me this is your idea of luxury I don't know what to say when was the last time you stayed in the hotel it's been a while you cannot stand there and tell me that there's nothing wrong with this place when you don't even stay in it you bought a building that was your dream but it doesn't feel like a dream experience to a guest nowhere near it I'm at the keting hotel in San Diego and I've just met Eddie the owner who's completely oblivious to the fact that his Supercar inspired hotel is seriously underperforming you're the owner and you bought a building that was your dream but it doesn't feel like a dream experience to a guest nowhere near it I desperately want to help you only if you start identifying the problems okay could you uh send that young lady up to clear that dog out of there please Jesus trust me Eddie is not used to honesty like that right now he looks like a baby that's just had his lollipop stolen how are you who is this guy first thing he does he lays right into me the room service was terrible welcome to my world he opened the bed up and the sheets were all like wrinkled and most hotels have those giant iron in things that the sheets go through there we don't have that I tell Eddie the problems that we have but it may be sometimes you tell people something and it goes one side to another I was in shock maybe Gordon will get him to wake up I even know what to say that was very embarrassing after my meeting with Eddie I'm ready to see how this so-called luxury hotel runs on a normal night hi there how are you guys great how are you are you a luxury lifestyle concer no I am actually Sandra I'm the GM of the hotel the general manager oh we met how long you been here I've been here for 6 years okay wow so you're here from the beginning mhm wow wow wow wow I got a love to tell you you got a lot to tell me yeah I bet she does because the keying seems to have more complaints than guests our room is not very clean there's a hair in the cheets as well we turned down our bed and there's what appears to be a bunch of sand a sand what do you think of the red it's like a brothel you've been in a brothel I haven't just what I've heard okay wow I can confirm it is like a rle is it cheese plate let me check on that right now we've been waiting for 45 minutes you know if it's not up in 10 minutes just cancel it cuz we'll go to dinner okay okay how can they make a guest wait so long for something that's not even cooked the system for room service here is clearly not working taking the orders at the front desk then passing them to the kitchen is madness I've never seen anything like this before let's go through the kitchen together okay weirdly the hotel's restaurant the MC is in a separate building around the corner can you believe that they're waiting for 45 minutes for cheeseboard I can't believe it but I'm not surprised she looked pretty pissed huh she did look pretty pissed they sounded pissed the three times they called as well wow what is it is it a cheeseboard yes uh where's the cheese is that it that is it how much is that $6.99 I believe you're kidding me I can guarantee someone's going to complain about that hello how are you Gordon how are you my name is Aon manager you're the manager nice to see nice to meet you g um you're the manager of the restaurant yes sir that chees portion there barely two little slithers of cheese they waited 45 minutes forks and it's like no one gives a oh I definitely do now that you've told me this is the first time that I've heard of it why would they wait 45 minutes for something that's already I I think the process unfortunately is a little bit slow here I think getting up the stairs is a little bit of a challenge why don't you take the call in the kitchen oh in the kitchen itself we can take that call it's definitely an option but we've always what do you think that's faster I think as the hotel takes it it's just as fast as so even though the customers are unhappy with the weight that they've had to endure you don't want to do anything for them I didn't know how long the customer is waiting until just now wow okay manager not me Aaron the restaurant manager isn't taking any responsibility if he worked for me he'd be long gone how weird how' you rate him out of 10 can we go into negatives Aaron is the king of excuses as far as being able to kind of weasel his way out of things but I'm not in charge of firing him how we doing over here guys no wonder the hotel is half empty they can't even get the Basics like room service and laundry ride maybe Sandra the GM can tell me what the hell is going on here right we have a chance to catch up thank you so all these issues with the laundry where's the laundry done let me show you please oh here we are so this is the laundry room well bloody hell you have got your work cut out these are domestic I know these wash machines are designed for small families not a 35- bedroom hotel wow no wonder they struggle your life St coner come in here throughout their day to do laundry and attend the front desk and take room service orders we all do I mean this is crazy it is insane it is insane I don't know how we do it sometimes who presses the sheets we don't we don't have equipment so you don't press them can I show you where we are in the pillowcases absolutely God there somewhere else you seem to know all these problems and you're the general manager but if there's one person who can stop this it's you if the owner well yes I can quit I can leave to another hotel and go where everything is much better it is hell to run this place you're a general manager mhm yet you're managing nothing I spoke to the owner I said this has to change what's going on Gordon is totally right with what he's saying but is Eddie being so involved in everything that's the problem I have conversations with the owner about what works and what doesn't work in the restaurant no matter how many times I say you know what we should not have a book as a menu Eddie comes up with whatever he wants but no one's taken responsibility I pull back my duvet and the Sheets Were shocking $800 a night to stay in something pretty mediocre you should be ashamed I am ashamed I am ashamed I got to get out of here let me get down to the restaurant Jesus coming up I've never seen anything so unappetizing things at the keting go from bad to worse I wouldn't serve any of our dishes to my dog you okay and one of the staff reaches his Breaking Point call 911 please quickly 911 urgently for a so-called luxury hotel the keting has been a major disappointment it's like gas the owner's misguided Vision you're trying to convince me this is your idea of luxury it's taking its toll on the staff it is hell to run this place hopefully the food in the hotel's restaurant is better than it was in my room all how are you do table of one please o can you me hey good evening how are you I'm very well and yourself very well thank you and sorry wel to the mer my name is David David so what did you do I am actually the restaurant manager here I thought I just met the restaurant manager the little man I'm the other restaurant manager and the food how would you RIT the food out of 10 six six I wouldn't serve any of our dishes to my dog Chef Brian's kind of given up so much has been taken out of Brian's Hands by Eddie that I don't think that he has the passion in the drive to be that great anymore starting off with chicken under a break what does that actually mean it means it's drier than a bone amazing even the manager thinks the food's terrible here and he's not embarrassed to tell me and then the katti katabi yeah here we go with chicken s Tomatoes mushrooms you like that one no really uh I'm still going to try it so for desserts I'll have to go for the chocolate pig um it's a 10 in uh dessert pizza chocolate strawberries bacon how can I resist that thank you very much indeed thank you the table I'm ringing right now just bring it as it comes okay everything's Under Fire that's for all right what do we have here this is the brick chicken $21 $21 brick chicken yeah it looks like someone's just shat a brick it's so dry yeah I mean really dry that's actually better than usual really yeah chicken under a brick is where it should have stayed because it should have never come out of the kitchen wow pardon my reaching okay this is the kabat tapian chicken okay Bland chicken's dry way too much Rosemary and just it's at least I've save room for dessert what you have here is the chocolate pig white and dark chocolate strawberries bacon it's like we've had a crisis with a toilet paper Department someone's wiped their ass with my dough I mean it's just I've never seen anything so unappetizing as a dessert in all my life absolutely bacon and chocolate pizza om FG you see him SP it up yeah he didn't like any of it not one thing me is the chef off tonight no he's in the back he's in the back is he cooking or no so he's here but he's not cooking I would uh really like to meet the uh executive chef Chef Brian ruford Gordon Ramsey how are you let's go somewhere out the L show I'm lost for words I just you know I don't know I didn't know where to start I'm why wouldn't you cook for me why wouldn't you do that it's not a question of me not cooking for you it's do you want to see what we're doing here and improv because I want this to improve you've been here for how long 5 years 5 years but you've been cooking for 30 years 33 years 33 years I didn't see you on the line I didn't see you taste anything you I didn't even see you inspire anybody this position is killing me in my soul I've just been doing everything that Eddie wanted we have two large menu for the amount of business we do if I have 120 items on the menu and we do 50 people a night how much of this am I able to prep on a regular basis to have quality but you're the executive chef on the menu yes I am how can you let let that food go out with your name above it um you can't just give up and almost you know Abandon Ship before it's sunk I'm at the end of my world you're toast I'm tired but you're you're you're an experienced guy you okay look at me look at me he standing you okay are you on medication yeah excuse me can you get me some uh water please quickly can you get me a chair please a chair Jesus Christ call 911 please quickly 911 Jesus come here Jesus Christ urgently what happened chef's on the floor can I have some you okay call 911 Jesus Christ Chef just fell collapsed can I have some water please and a cold cloth urgently just try to stay alone look at me look at me Brian can you get me a chair please a chair Jesus Christ call 911 please quickly 911 Jesus come here Jesus Christ chef's on the floor Jesus Christ Chef just felt collapsed just try and stay alert and drink some water no job is worth it this let me tell you I was with the gentleman where we just standing talking unfortunately he just claps and banged his head on the back air I am really pissed off at Gordon he's stressing everybody out everyone seems to be at their boiling point has he been stressed out for long I mean this put a lot of stress on all of us but me being here yeah but do not dare go anywhere near that I put him in that ambulance got it let me tell you something 150 items on a menu the size of a shoe box can send that man to an early grave let me tell you it's like he's a dead man walking yeah and what he tried to tell me in a 5minute conversation is that you've overburdened him cuz he does whatever you want you pay salary but you're not behind that line you have no catering experience you haven't spent a day in a kitchen I've never seen anything so fragmented okay it's like you're a little magpie a little spoiled macpie that's going around picking up little bits of glitter and running back and getting your army to expedite it for you all that matters right now is that that guy wakes up tomor feeling better enough is enough for one day yeah thank you good night for me the most important thing is that he's okay but that guy has the world on his shoulders and tonight proved that what a day yesterday the good news is that Brian's out of hospital and they said it was dehydration and anxiety so I'm going to shoot over to his house keep the cameras outside and hopefully have a chat with him how are you sir come on in I'm so glad to see you you know that I'm telling you how are you feeling I'm feeling well we've got immense troubles at BO you cannot continue driving yourself into the ground like that Eddie takes advantage of my good nature do you feel well enough to come back to the restaurant today yeah good let's get you back in there and trust me this time it's on your terms not Edie's definitely good to see you the restaurant is the beating heart of any good hotel Hotel so the keing has no chance without Chef Brian thankfully just a couple of hours after I saw him Brian is back at the hotel after going to the hospital I believe that Gordon is totally in my corner saying get back in there get it you you got this guy than now it's time to get the whole staff together to figure out how to get this hotel back on track thank you all for meeting me am I happy to see you or what how are you feeling more importantly I am feeling very good brilliant welcome back thank you very let's get everything out on the table cuz Life's too short to Festa I'm here to help and I just want to hear it from you guys what's wrong with the keting the resources is the resources I tell Eddie all the time Eddie I can do my job your front reception desk should not be doing laundry let me tell you that the big concern I have is the room service how on Earth do we get ourselves in that mess as a food and beverage manager yeah tell me why it's going via the reception it's determined by you know Eddie oh my God don't give me that you're not the owner of the place I tell you what I want and you guys need to implement it why is the menu so big because Eddie comes up with ideas I Eddie sees things Eddie has a lot of friends that come in that would like to see more items on the menu if I go see something I like for somewhere else I tell you guys to implement it but you're not a chef he is and he needs his identity and he needs his voice I do know Brian doesn't like to say no to me you have a general manager you have a head chef executive chef you have a front desk man you shouldn't get involved and I give them ideas you know cuz I have a vision here and I give them the ideas no I take criticism no I cannot work with you if you're like this we have the key players the there's one little problem we have and unfortunately it's it's you and this this point after last night's dramatic turn of events Look At Me Jesus Christ the St K have finally found the courage to confront Eddie the owner now there's one question I have to ask tell me who's the most important person at the keting who is it Eddie bran yeah the most important person at the keting Sandra who is it I I got to say it's Eddie I mean I believe it would be Eddie Eddie SRA no no the most important person at the keing is the guest and I think it's all been forgotten about and it's more about keeping you Eddie happy we have to focus on the guest I'm here to put this place right understand that Eddie and Sandra just come with me if Eddie won't listen to me and he won't listen to his staff maybe he'll listen to the people who could pay the bills Around Here Eddie up until now this hotel has always been about you your dream your vision now it's about the guest want me to meet some very important people I'm just really worried right now I have no idea what Gordon has in the room hello how are you I see our guests that have been staying at the keing over the last 24 to 48 hours oh no when I see all those guests there I want to run right now I wanted to give you a unique opportunity to hear some very and I mean very valuable feedback I've also stayed here um and I am frustrated but I'm here to get this place back on the map give you a little insight please what do you think of this luxury hotel Madam or you I walked into the room and it smelled horrible there was no rust in the jacuzzi no water some of the features in the room were just lower quality like the plastic looked a little bit cheap and old so doesn't feel comfortable M please I just feel like this place was designed kind of form over function it was just kind of weird where is one supposed to sit and eat breakfast in their room my husband had to stand up this morning to have his breakfast while I took the only chair and sat at the desk I'm sorry our our room service was um we ordered a couple of the small pizzas and they essentially looked like microwave pizzas and then the order was wrong so we called the correct they eventually you know brought up what we actually ordered and then in the morning they charged us for both wow I'm sorry anybody else there was some really high-end stuff and then at the same time there was just simple amenities that were skipped are you saying there's better at the same price out there yeah Eddie your baby your vision um on the back of that feedback no I appreciate the feedback I have one question for you all who would return here let's do a show of hands who would come back to the keying wow not one person Gordon's comment about it's not what I want it's what the guests want wow I'm starting to realize that some of the things he's saying actually are true I really apologize and I am looking forward to having you guys in the future I can tell you we'll have a different experience Eddie and Sandra you know I'm not trying to embarrass you but this is for me critical feedback and it's only going to get better the feedback from the customers was good I'm realizing there's more issues than I thought we had and just being here over the past couple days I'm seeing what they are I think we can definitely fix them and streamline them so the place works a lot more efficiently and all the guests are happy thank you I appreciate it Eddie is starting to see how much things have to change for this place to succeed but for the hotel to have a Fighting Chance of turning a profit I've got to find a way to reignite Chef Brian's Love of Cooking let's show the gang what we can do yeah I don't have much passion here anymore I'm hoping that that that Gordon being here will nurse it back and right first was the roasted beet and B salad they've just been seasoned with a little touch of salt pepper and then finished in a little hazelnut vinegar scops I like serving scallops with a nice sear so Touch of salt pepper little bit of vinegar and I've just made it sort of citrusy sorry I love it when you get excited like that see that energy coming back I absolutely love it I just have a little taste are you okay Brian you're killing me there's two things on the plates got the scops and the onion P when I'm on the line with Gordon the energy level just pops up and now I'm you know I'm standing a little taller and it's exciting nice happy yeah good so nice to see you smiling you know that Gordon kind of unlocked the chains that I had allowed to be put on I'm with you every step of the way but you need a voice in here and your voice is on that plate let it scream I love Eddie but I have to be able to just say this is not going to work this is not to the benefit of the hotel the guests the restaurant or anything you can do it and I know you can do it I needed this to remember what I used to do and that that there's no limit to what I can do in the future Brian and Eddie are both making great strides and tonight my design team will move in and try to get this hotel out of the pits but first there's something I've just got to try I've got a 25 Grand bath so I might as well use it that does not fa and sound like a 25 CR bath let me tell you someone's been ripped off right to please it's been a challenging week at the keting hotel a place that was all style and no substance but its owner Eddie has finally turned a corner good morning morning how are we good excellent it's time to show him and his staff how my design team have transformed the keting into a place people will actually want to stay okay good let's be honest the keting is a hotel with huge potential right yes but you need to focus your attention and energy to the guests that are staying here yeah come with me let me show you the keting let's go come in welcome wow come in that is great oh my God it's all opened up wow there's no more dominant red re read carefully all those wonderful configurations of your hands welcome to the KY it's just so beautiful isn't it it's just such an emotional experience you all have a hand in helping the guest feel welcome it's amazing you disappointed the red is gone no no no it's a brand new warm inviting entrance to a hotel ready to see more yeah nice nice nice come into my Suite oh my god wow so much nice oh wow God oh my God oh my God oh my God I am definitely blown way wow wow oh my God welcome to what I think is a sophisticated comfortable modern suweet yeah let's start off with that Jacuzzi if guess would like to take a bath pull the curtains they have a choice that's how you embody luxury the sofas you can sit down you can watch TV 3 m away from the screen Brian you going quiet on me again jeez we thought we were sleek and cool and now it's beautiful it feels welcoming come through the bedroom please I really like the concept of the Mover Suite now it screams the guests you get stuck in a perspective sometimes and you need to take a step back and have someone you know come in and show you and I think that's what Gordon has done it's amazing now something really important I've organized a free trial period from a local linen company use it to your advantage that means the front desk team doesn't need to waste time doing laundry you got more time to focus on the guest and Sandra you are a GM you're not a laundry assistant the Lifest are concered we don't have to worry about laundry so I am happy there's more let's go right excited yes come through we have refreshed the menu okay oh my God breakfast pizza I've worked with Chef Brian to devise a short new menu that will play to his strengths First Impressions visually it's very Briant the presentation's amazing and the good news is 2third of the menu is gone Chef what do you think I think that this allows me to speak to the guest and aarin I want you as the food and beverage manager to take responsibility of room service own it and no plastic containers I I think now we have the proper execution the proper understanding of the menu with limited smaller items we definitely can execute it a lot quicker and now I feel a lot more comfortable and that for me is great news cuz it means the front desk is no longer looking after room service or do laundry they can concentrate on looking after the guests yes there's one more change we need to do you've been wearing a red chef jacket for far too long you deserve a white one let me tell you put that on thank you enjoy it I certainly will I'm feeling great I'm no longer Eddie's Chef in the red jacket I'm the chef of the Merc beastro in white it's not Eddie's favorite color but it is a proper chef jacket you perform like one you deserve it make it yours thank you Gordon well done this is the kind of energy you want to see every day so you know what as long as they're doing their jobs I have no problem with them saying no to me anymore big night tonight it's going to be a packed restaurant you've got to remember you are all team keing I know you can do it oh absolutely absolutely guests are arriving for the relaunch of the keing hotel are you and the first impressions are very positive this is really nice you like it oh yeah oh this is beautiful at long last the front desk can focus on welcoming guests how are you welcome I'm Cindy pleasure to meet you and the hotel's new white Lobby is a great Improvement at this all red and before it looked like a bus station now it looks like a hotel it looks much more inviting at the restaurant Aaron is finally stepping up follow right and taking a new Hands-On approach to room service and not a plastic container in sight Mr Hanks right excellent we got room service over here for you the simplified menu has brought Brian back to life I want the most gorgeous plates in the world coming up in this window that's good news for the diners so beautiful it's very tender it's like I don't even need this knife this is a joint where you don't need ketchup it's perfectly seasoned and for the future of Eddie and the keting hotel keep it going that's amazing oh my gosh look how T it's perfect if I had one thing to say to Gordon right now is just thanks all right ladies and gentlemen it's our last ticket out I've been really lost here and you've woken me up great job new day new day and reminded me of who I am this place was all about Eddie's dream of what a hotel should be like but he forgot the most important person the guest I'm just hoping that Eddie can trust his staff and let them work as a team because this is a place I'd love to come back to okay right Sandra you are a great general manager don't stop being one okay Gordon thank you thank you so much thank you so much I'm proud to be the general manager of the Kon Hotel give me a hug come on all well done seriously you can do the food and beverage you can handle the room service easily and my God I mean you bounc back from the dead let me tell you literally literally literally make it yours hold on and do not change that jacket okay why it suits you you know that and let your team run your business okay I think this experience with Gordon was life-changing for everyone here what you did to get the team back together I mean I'm telling you no one could have done but this place is on the road and good luck I can't wait to come back it's one of those experiences you'll never forget good job guys sometimes you have to trust no no no no no tonight on Hotel Hell I'm trying to breathe life back into a historic country in yeah the hotel's arrogant owner Robert Dean II I've always thought you should live with nice things if you can afford them treats the Inn like his personal castle and treats his loyal staff with disdain go on then you pump as excuse me don't talk to me like that but what's wrong with it is this hotel beyond my help I'm barely surviving financially and emotionally I mean I'm going to lose everything the historic Juniper Hill Inn sits on a Hilltop above the quaint Village of Windsor Vermont built in 1902 the country Mansion boast 28 luxurious bedrooms and two grand dining rooms it is filled with original works of art and antiques all museum quality antiques dealer Robert Dean II and his boyfriend Ari Nikki bought the business six years ago I've always thought that you should live with nice things if you can afford them these looks good there I thought you'd like it the guests that we don't want here are people who don't have a lot of money the in may look the part but despite Robert's dreams of an elite country estate the hotel is barely functioning Robert Dean has no hotel or no restaurant experience the prices may be a little bit high for locals $350 two night minimum so that's $700 the lack of communication is very frustrating where are you I know the customers see that every day I need my key too I at this point I can't even get in my room okay with bookings at an all-time low the hotel is in serious financial trouble but that doesn't stop Robert from living a Millionaire's dream Robert believes this place is his playground and the playground for his friends he's got to have a lot of clothes made by he comps all their meals and rooms but we never get tips they're having a hard time paying me because they give away all of their money and food to their friends showing off using this as their private castle with hardly any paying guess it's no wonder that this Inn is in the red yes we are losing money more or less like $200,000 a year I think that the place is going to be closed and it's that's very sad Gordon is going to come into this place and say this place is if I don't stop this business from bleeding money it's doomed I'd love to own an inn in a setting like this if you get it right you'd make an absolute Fortune before I get to Juniper Hill I want to find out what the town's folk think of the local in hello how are you very well and yourself yeah well you me driving all morning um how do Juniper hell in you're going to love it it's beautiful um reputation it tends to be a little on the high end for our area okay but I would love to have a place to go to locally do they not invite locals up there I feel um that I'd be interrupting I feel like I'd be intruding are really what a shame thank you so much have a great day welcome to Windor thank you very much indeed take enjoy your visit thank you here we are Juniper Hill in now who in the hell would bring an RV all the way up here and not stay in that studing hotel look at it my God that's beautiful wow okay round to the front door can't believe they haven't clear the snow for guest to come in w you're kidding me it's locked that's not very welcoming why would you have a big mansion that guests can't arrive through the front door Jesus who wants to enter through the back door Mr Ramsay's here I need you to do room one right away at least this door's open finally hello there how are you how are you Mr Ramsey black Gordon please blood I'm Robert Dean Robert Dean we were you over there I I was at the front door yes okay this is actually our entrance and in the winter because of snow ready we have to keep that locked cuz otherwise the snow load comes off and kills people kills people yeah it can have you killed anyone no where's all this stuff from um an aftermath of a antiques Fair yeah this looks like it could be a beautiful room you can't tell because it's stuck with so much clutter that's the reception desk no my God so what is that that is our bar right now you are kidding me this is the bar yes with what that martinis martinis God bless him H made of pigs Pig Martini well we have three rescue pbell pigs you have three pigs here right what is that for were you born with this in your mouth yeah don't I wish honestly actually no that was a gift from GI so yeah Robert obviously loves to show off all these expensive antiques but as a guest I don't feel comfortable I feel like I'm in a museum this is the main formal dining room this big chair here is for for one uh just kind of we're known as a romantic destination and uh just out of Interest has well we would move the table move it in for me please yes wow so you got a sofa on the table we thought it was kind of nice to have like a cozy banket oh well three US presidents have dined here oh really which ones uh Teddy Roosevelt Calvin kulage Teddy Roosevelt dined in here wow I wanted to try to give him a little bit of sense of the history at Juniper Hill wow okay so that's the dining room well we have two dining rooms God you must be busy with two dining rooms well I wish we were busy bloody hell we have spurts of being incredibly busy right uh where we lack is all the other times really yeah this place looks like a Millionaire's Mansion not a struggling business I've got to scratch beneath the surface this place per week uh is turning how much we're lucky if we're doing you know 15,000 a month what does it cost to keep the place open 30 ready y so you're losing $200,000 a year it's been a nightmare we maintained our room rates thinking that the economy wouldn't be this long a hall but we've all experienced those kind of difficult and myself including but you you navigate your way out of that recession unfortunately my partner lost his job we expected him to have his job for a little longer he must have gained a substantial payoff or retirement it's all been put into this how much over a million dollars a million dollars into this already Yes and does he have an active role in the business he tries to maintain the accounting and he helps just about with everything we're in trouble trouble you'd never guess from the look of this place it's more like bucking and palis skid Road do you know what um Robert honestly I like to go straight to my room if you would mind please all right wow this place goes on it does it's the largest col Revival Mansion in New England and more paintings and you're in the Maxwell art Suite which is the original um okay wow beautiful room and uh uh I mean this is uh this is a beautiful room but why is that smell I mean seriously it's it does smell yeah it smell I mean that is horrific oh my God it smells like sewage coming up Robert staff turn on him I'm supposed to tell you the truth right the truth is all I want to know I'm telling you exactly how I feel and how the people that I work with feel the entire staff is ready to walk out you can talk to him he's your Chef I'm beyond angry I'm beyond pissed off and I have to step in how dare you you still haven't got it get your head out of your ass and start getting a little real excuse me go on then you pump as I'm at Vermont Juniper Hillin and I've just met its owner Robert Dean II who's filled his hotel with expensive art and antiques were you born with this in your mouth but he can't fill his rooms and his business is struggling you're losing $200,000 a year here it's been a nightmare and no wonder because although the room he's put me in looks nice beautiful room it has one major drawback why is that smell it smells like raw sewage we had a plumbing issue and it's like someone's shot under the bed and um how much this room goes for $350 a night $350 a night for room that smells of well you kidding me we haven't rented it though bloody hell it's been out of use for um four months four months yeah oh come on it has been this is crazy it is crazy it doesn't make sense I've got to get out of here it things sh is there another room yes I have room too bloody how I didn't realize $350 to be caked in wow it's gorgeous and this one doesn't smell like crap I'm going to quickly um unpack and then I would um I would like to have a um a quick bite of lunch okay I'll I'll notify the what time is the restaurant closed for lunch I know we actually don't serve lunch normally but we're happy to prepare you something is that a joke we we serve stop stop stop stop stop you don't actually serve lunch no the restaurant's closed for lunch yes if someone requests lunch we'll make lunch for them but could you uh prepare lunch for me uh yes I can I'll tell the chef please okay uh thank you yes not open for lunch Gordon is going to want lunch huh Gordon wants lunch what am I supposed to do with that information that a welcome breath of fresh air on the back of that disgusting smell of crap in that room I can't believe it and the rooms are gorgeous and yet how could you have a room that has been smelling for months that bad and then he sticks me in it what a muppet despite the Hideous smell in that first guest room I've still worked up quite an appetite hello Hi how are you Barbara Barbara how glamorous are you how nice it to see you I have a mad crush on good as he knows I'm a cougar how old are you now don't old last week I turned 70 you're kidding me you look a million doll you made my year 70 watch out Joan Collins I'm telling you now bloody how Baba what's wrong with this place well in a nutshell don't get any people M like pulling teeth to get my paycheck you don't get paid it takes forever to get my paycheck and when I do it's usually something's left out but hold on a minute you you don't get paid and when you do not not on time we supposed to get paid every two weeks so what do you earn a fortnite I made 6,000 this year $6,000 a year that's ridiculous you know you got to have the money flowing and it's almost come to a stand still at this point my last paycheck was $48 unbelievable robers obviously got enough money to fill the guest rooms with Fine Art and antique furniture but he doesn't pay his staff um I'm starving what would you recommend crab cakes with a little salad so this is the dinner menu okay cuz we're not open for lunch right and the lamb sounds great as well you want the lamb yeah all right darling is this a uh prefix menu or yeah cuz there's no prices on here what sort of restaurant doesn't have prices on the menu It's like a club for millionaires where if you have to ask you can't afford it I've got a supplement of $15 from the lamb how much is enough charge for the lamb is Robert nearby how much is it for three quarters $59 $59 so if we had the lamb it would be 74 people are horrified at the price of the food this is why a lot of people think that Juniper Hill is snobbish when we typically take a reservation we will tell people it's a three course meal that's for the residents I'm talking about a local coming in here we're reservation only though so nobody walks in we don't have walk how can you expect to appeal to the locals um we haven't identified the appropriate people to come here or hold on what you mean appropriate people hold on people who can afford $59 for three courses appropriate people what a snob where does he think he is the rits and where's your table which one's your table uh well most of the time I eat in our RV our motor coach say that again oh we have a motor coach to the side Christ and where did it come from is it yours you rent it yeah it's ours we I mean we owe on it but we bought it and we bought bought it yeah how much was that over $100,000 A1 $1,000 you're 3 years away from 50 you should not be living in an RV we don't live in um an RV um it is a motor coach which is the higher end version of an RV it is that psychological break for us and it gives me a place to relax and kind of unwind I actually love it I could live there the rest of my life to be honest with you it's quiet it's clean I suppose if this place doesn't get fixed then you might be in there fulltime yeah I've just sat down for lunch at the Juniper H and already I found out the staff aren't paid on time like pulling teeth to get my paycheck and the owners live in a camper outside how much was that over $100,000 this place is baffling I hope the food makes more sense excellent wow where are the crab cakes oh that's in there underneath there are they mini crab cakes are we uh the chef has decided that those are the size that he needs to serve mhm I mean that tastes Dreadful that thing tastes sort of Washi and soapy at $20 for that he's as cheap with his crab cakes as he is with his staff now for the Lamb with Robert's ridiculous $15 extra charge it's um a rack of lamb incrusted in macadamia nuts uh fresh herbs and a little bit of Dijon mustard it's served with a honey vinegar reduction it's not even cooked properly rested and take that off I always get nervous when you see white fat like that on the side of the chop is it do your liking I mean it's pretty raw in the center you like the flavor of it though the honey G no way too sweet m i I'm I'm not satisfied with uh the quality of the foods coming out of the kitchen I believe our Chef has a learning curve to be where he needs to be thank you we just lost our other Chef right why did the chef leave I'm supposed to tell you the truth right the truth is all I want to know why did the chef leave well her paycheck she put all everything on her uh charge cards and and she just figured she wasn't paid back for what she the chef bought produce on her CR C did she did everything she was the best chef ever prob that's Dreadful I'm starving um the peanut butter chocolate decadence I could do with some of that pick me up please thank you God a chef that left because you had to buy produce on her own credit card I mean this guy's priorities are upside down bit like this Inn hey are you ready this he said he doesn't care for the sweetness there's fat around it he didn't care for the flavor of the honey gar wow thank you very much did you cut it in half cuz it looks like someone's taking it and where's the other half gone uh it goes to the another person who ERS I know I want my other half $74 this place is insane listen half my dessert is missing if you think I'm spending $74 for a dessert that is half CAU it's actually quite nice there is hope I'm sorry I'm going to say that that is not a dessert that he made Barbara made it no somebody else makes desserts it's ordered like store bought like through one of our purveyors what where's the chef he's in the kitchen can you get him out please yes what how you doing Chef Julian in my opinion is not living up to his potential as a chef he will try to cut corners and I think Gordon needs to know these things I've just spent $74 for three plates of absolute dire dated food crab cakes yes sir you can't put two little half testicle sized crab cakes that came from a can there's bigger cakes chef at a canopy party my lamb was cold in the middle the fat was white it was almost like a mouth full of sugar the best tasting dish for me was the chocolate peanut thing that I got served half a portion that's not even made in house what is this there's no Synergy here there is honestly a lack of communication often sometimes when I'm in the middle of doing breakfast service for the 10 people that we randomly get I get five texts from him asking me a question so why are you texting him if you have a question you should maybe leave the RV and come out and talk to us show me those text are you nitpicking are you trying to control him are you no I'm trying to make sure I I'm I haven't been sleeping very well to be honest with you and uh I've had I've been beaten down I'll take responsibility for everything that happens in the kitchen you don't own the place you own it yet he's acting more responsible what do you earn a week if you don't mind me asking $11,000 before taxes 400 Jesus Christ almighty $400 a week to be the head chef in a luxury hotel that's insane I mean you're barely surviving I'm I'm I don't know that I'm even barely surviving if you're not happy with your work environment you should leave are you taking the piss or is it is just an abuse for you what are you doing to these people this are their livelihoods this is your responsibility Rob's World and you're in an RV 100 Grand everybody is disgusted that you live in that thing they really are because it costs so much money and they can't get their paycheck on time well that is not the that is not part of the issue we are surrounded by wealth and reminded of poverty at the same time because of that our V it's a symbol to me that RV is a symbol and it's a symbol that you separating yourself from everybody else I'd be very careful about coming down on me too hard I'm telling you exactly how I feel and how the people that I work with feel let me tell you how I feel when you're in your kitchen all day long and you're on the goddamn internet instead of actually trying to perfect a menu and get a menu how long did I ask for you to make a menu of your own and if I'm on the computer usually is I'm trying to research menus research ingredients give me a break I've given you plenty of breaks I work very long days and I haven't been paid in 3 weeks there's only been one paycheck that I got on time almost the entire staff is ready to walk out because they are tired of not getting paid anything to say no we we do things oh please it's my first day at Vermont's Juniper Hill in and the battle between the chef and the owner I'd be very careful about coming down on me too hard has turned what should be a Charming country in into a war zone I'm telling you exactly how I feel I work very long days and I haven't been paid in 3 weeks there's only been one paycheck that I got on time almost the entire staff is ready to walk out because they are tired of not getting paid anything to say no we're tired and half the team is broke I'm beyond angry I'm beyond pissed off oh I just got a new ripped to me Gordon says that I live in a fantasy world and that uh I live in a million doll RV while our our our employees can't pay their bills and all of this kind of stuff cuz we don't pay them on time and they're all complaining that they haven't gotten their paychecks this time either oh they haven't and he said that everything is all about me I can't believe what a mess this place is I've got to get off this hill for a bit there someone I need to see hello is that ligher it's Gordon Ramsey I've got some questions about Robert and Juniper Hill would you mind if a pop over for 5 minutes please great I'll see you then thanks later I think the old Chef that quit will be able to give me some insight into what's wrong with juniper Hill hello are you good to see you good to see you come on in give me a little insight to what it was like actually working there I have to say it was very interesting 5 years uh things were going very very well and then all of a sudden 2 years into it they stop answering the phone Robert I think thought he was too important to answer the phone or he was too busy doing other things so preoccupied and distracted in very very preoccupied and distracted and not focused at all on maintaining his own business wow I was getting cut out of a living when they did all this stuff I used to earn $40 $50,000 in one restaurant and now I'm down to earning uh 15 were you paid on time um not very often wow um did you ever use your own money to buy things all the time and then I would have to demand to be paid back or we W going to open for dinner it's insane Barbara has been shorted checks a lot she's barely earing $100 a week and yeah and he won't pair and then if he had a private party with all his friends he didn't tip them you okay kidding me no that's just disgusting I mean that's where I I don't that you can't do that no you just can't treat people like that now he's a confirmed snob and he thinks he's above the town he thinks he's Untouchable I'm here to make this place work and the first thing I'm going to do is burst his bubble I'd like to be a fly on that wall but would would you come back and walk through the doors to have a look at it at the end of the week and just come back for dinner no no just won't go or no I'm not even interested in getting it I I just fear getting in one more battle with ar Robert and what a sh after 5 years yeah do you think I've got a chance of saving it the problem he has now is nobody will work there you know I'm there to get this place turned around um those staff deserve a better future they do you know I I feel terrible for him um listen thank you you're very welcome um appreciate your time enjoyed it thanks like good to see you too byebye byebye how sad is that after 5 years of her life dedicated to the Juniper Hill you know she won't even step foot in the door she doesn't want even see them the old Chef left because she couldn't stand it and the current Chef looks like he's ready to walk too I wonder if everyone here is feeling the same frustration Jennifer would you what's wrong with the place what's wrong with the place we're lacking uh paychecks on time paycheck you don't get paid on time either no we're missing basic supplies to basic supplies we don't even have I mean no well purchased guest checks for us today so that we've been using scrap pieces of paper first neighb is I'm Ryan Keith Ryan Keith what' you do I'm the estate manager here I do all the maintenance on the house I've done everything here though that's why he likes me to spread out my talents to try and help anybody wherever they need help how's morale not good I personally haven't been paid since the 6th of January here it is the 1st of February that's nearly a month and you pay the employees before paying paying your bills when they've done the work that's their livelihood I amazed you're still here working as hard as you are because staff never needs to be treated like this let me tell you it's always as if what you're saying to him doesn't get through because he sees you as not an equal he treats me like that and that really bothers me because I feel like I've contributed a lot it's actually pretty degrading this is insane coming up oh my God I uncover the shocking extent of Robert's Reckless spending thousands of dollars worth hundreds of thousands of dollar Robert's Dreadful communication skills cause a meltdown I said where does this chicken ask him again Tempest flare excuse me I am the boss and Robert reveals these True Colors how dare you I'm shocked with what I'm finding at the Juniper Hill in owner Robert wants to kill his Chef how long did I ask for you to make a menu of your own and the rest of the staff want to kill Robert how's morale not good estate manager Ryan has told me about some of the problems but now he wants to show me if you want to see the root of the problem let's go to the basement to the basement yes please Jesus what's in there everything oh really it's the majority of it is personal items no even the shelves are all lying bloody hell look at this place oh my God look at this stuff stereos wine racks quilts chair tables copper pans more chairs over there look at these Robert Prides himself in having to have the very best of everything Christ there enough in here to open three restaurants is all this stuff still brand new most of it is brand new littered with thousands of dollars Robert's got so much stuff he could furnish a dozen houses but he doesn't pay his staff it's crazy where are we going rise yourself we're going up to the office you're kidding me oh no come on come in this is the office this is the office you kidding me not at all I wanted you to Jesus Christ scares me half to death oh my God this is insane it would only take a day or two to sort out this hord as heaven but Robert's left it in chaos no wonder he spends all day hiding in his RV this guy has lost the plot this is disturbing please tell me there's no more yes there's more this is where the pigs are kept at least they look happy hey pigs who live a life of luxury while everyone around them them suffers sounds strangely familiar bloody hell so the owners live out the pigs live in there's more so check out the storage units storage units you are kidding me no oh my God this one's all personal items look at oh Jesus I mean I swear to God it's like a special edition of Hoarders I mean honestly wow I'm in shock you know that and this one all of this entire storage unit is full of chairs oh my God look at this stuff honestly I mean they must be packed with thousands of dollars worth of hundreds of thousands of dollars how much stuff does one need fluty hell I can't believe how much stuff Robert has bought he must have spent a fortune I've got to meet Robert's partner Ari and and find out why he's financing all this welcome welcome my name is Ari it's a pleasure please um my God so how much money have you put into this business personally more less over a million dollars a million dollars and how much have you seen back nothing it was all my my uh Seance packages my income that I when I was working and then my retirement plans rapit savings are in artwork and antiques I have supporting this in with my my savings clearly this is a beautiful place but putting your entire life savings into a sinking ship is insane and with Robert at the helm treating your staff so poorly I don't see things getting any better Robert is in a fantasy world and I've been struggling all day to get through to him this place it's Dreamland a playground for your boyfriend Robert your biggest problem is not Juniper Hill your biggest problem is Robert I'm at Vermont's Juniper Hill in and I've just had a difficult conversation with Robert's partner Ari who seems strangely unconcerned about how bad things really are here how much money have you put into this business personally more less over a million dollars a million dollar and how much have you seen back nothing but I've tried to make him see who's to blame for the problems your biggest problem is Robert dinner time is approaching word have spread about me being at the inn and the place is bustling good to see you hello there nice to see you I'm learning a lot about why the Inn is struggling by watching Robert and Ari deal with a new influx of guests anyone with any restant experience would stagger the seating of guests but as if they're just welcoming people to a dinner party at a private house hello there how are you Robert and Ari seat everyone at once there in the corner make pretend you're back in 1902 it's meant to be a relaxed evening and and that's a recipe for disaster for Chef Julian and the White staff Chef I'm making a change on 21 write it down don't tell me just write it down there's an order are you guys kidding me with all these orders who said everybody at once like this best friend we don't know about pacing I they said they SL who's writing the tickets you mean table four table five some of them have names on them some of them do not who wrote that ticket there's not even a table number in there table four they just got their lobster where's table 23 they've got I need one person at a time I need less talking in the kitchen please table 23 has got put up the window eight people ask me for something with Julian having been slammed by the owner's Dreadful seating Ari isn't helping the strained atmosphere with an aid art lesson but then like this this is from 1800 and it was painted for opera house cuz you know what it is what is it come on everybody has to know what that is it's a hanal going across the albs with the white elephants everybody should know that on the other side of the house house Robert's also busy giving a lecture this is one of the original signs to the house there's a lot of history here um Teddy Roosevelt actually was best friends with the man or very good friend with the man who actually built the house Maxwell art do you always get this backed up I mean yes yeah when I have po seating Robert has groups of his friends come in sitting them at once okay so you're waiting for your starters then okay well let me uh check on those for you see how okay yeah Robert yes this ticket system is bollocks you know that handwritten tickets no time on there no proper dates no coordination who trains the front of house team who's in charge of the restaurant who who is there I would be the host and then you'll be the host yes the chef takes over the kitchen this place is such a mess clearly Robert has no idea how to run a hotel yeah so me too I'm trying to straighten out the damn drinks cuz they lose we lost 30 something drinks oh my God Robert we lost 30 drinks at least I often find drinks not written down or just a lack of follow through and it's a big problem when we're trying to make money there's no communication between the bar and the dining room so people get served drinks but no one remembers to charge for them but we're losing big money no kidding and they're losing their checks and I'm going crazy trying to figure out a system they have hardly any guess and don't charge the ones they do have no wonder this place is in the red how does that happen they're supposed to write the drinks down and then apply them to a table and a room and then they go into the computer the ticket system is bogus and as I feared seating everyone at once is already causing problems for the staff and the guests it's not very it's burnt with guests now suffering and the kitchen falling apart from Robert's ill-managed seating come on I have to step in um just just stop there you have to be kidding me this Goose liver is burnt to a cinder stop Jun Julian yes sir come around buddy I know we're in the and we're busy food's dying in the window a f salad I mean honestly it's like a piece of beef jerky where's Ari get me Ari urgently I mean honestly come on guys hello I stopped that I just said no what is that what is that far gr oh that's VRA that is not forra this is not funny guys no that is not funny I mean I know we're in the but does anyone have any standards here yes well can I see them can I see something to hold on to cuz right now I just want to get out of here I can only be as good as I am with the tools that I have I'm embarrassed and I know that I can do better I know the staff can do better first off no more tickets in the kitchen give him 10 minutes to catch up okay all right and Robert is it possible for the first time put the phone away get your jacket off and dig deep a little bit yeah please yeah somebody I'm concerned that food is in the window and it's just dying Entre on table six are in the window entree send them they shouldn't be sat here how am I supposed to do everything back here are you with me are you an owner I'm with you are you an entrepreneur I keep trying to you know you can talk to him he's your Chef well when I try to communicate him he says yeah yeah yeah no no no no no no I can't do it no he doesn't find your balls and tell him you need to talk I found my balls do I want him to walk out he's not going to walk out if you communicate with him talk to him there well I have been trying to so when he finishes it send the food there's always a third dish not ready or a fourth dish well it must be one or two minutes behind but unless you ask how are you supposed to know I have been asking I said where do this chicken so ask him again it's the middle of dinner service at Juniper Hill in and Chef Julian is drowning under a flood of orders how am I supposed to do everything back here owner Robert has finally decided to get his hands dirty to try and help but is's utterly incapable of communicating with his Chef when he finishes it send the food there's always a third dish not ready or a fourth dish well it must be one or 2 minutes behind but unless you ask how are you supposed to know where's the soup go Julian table 23 I just told you one minute ago I need FR ra where I know I have it right behind me Julian yes that's what you call communication it's better communication that's what you call communication Robert there's a difference between interrupting and no communication and when you put those Entre up there you make sure they go you've got to start stepping up and dictating a little bit cuz this is just Madness I agree Jesus Christ it was fuckups from start to finish and it was a cluster and Gordon saw that Dreadful with an owner and Chef so incapable of communicating with each other it's no surprise the diners are unhappy and they're not the only ones while Robert and Ari are living the dream their staff are living a nightmare hopefully by gathering everyone in one room okay I can get to the root of the problem I've never seen a hotel an inn in such disarray there needs to be structure and there isn't structure it's just like a scramble it's a mess there was no order in the kitchen nobody took responsibility for any one thing no one has been taught any standards in any Department really it's like I'm I'm racing from thing to thing nobody knows what the other one's doing there's nobody here that is in control willing to take charge I did 40 dinners by myself tonight I could help you and you've never asked I can cook the rack of lamb excuse me bragging about Mak one plate is nothing to brag about excuse me excuse me I am the boss you can't call yourself the boss if you don't pay them I mean honestly do you think that's normal Ari do you think that's the way to look after your team every pay perod period there was a problem with the checks every pay period there's a problem with the checks I don't know what the problem is but I know it's the same two people you get to know about it first or you have to go ask him for your salary I always ask for it that's absolutely wrong and the reason is he's lying no no no he's not lying I would rather have them wait then write a check that's going to bounce because I don't how about telling him it's not going to be ready rather than having to ask like some skiy cap in hand please sir may I get paid anybody else have to wait yes mhm how long 5 days more I have to keep Barbara I had to wait 5 weeks you had to what I had to wait 5 weeks before I got a paycheck five weeks guys you come in and you work your ass off the least these two guys can do is pay your salary on time I don't have a secretary Gordon I'm sorry I'm trying to communicate with Brides I'm trying to send out things I have to have peaceful time in order to do my work are you always this pathetic I am I am not pathetic well when are you going to stand up and start showing some respect for your team and start growing a pair to sort of understand the mesh are in I understand the mess we're in I'm fighting for the team you dug the hole yes we did and put them in it so they're they don't have to work here oh my God I me you know the bottom line is how dare you no they don't have to work how dare you how dare you they don't have to work here here oh my God I I I care you disrespectful disgusting man they don't have to work here I don't think you realize how lucky you are CU if it wasn't for 1 2 3 4 five six of them you'd be driving that RV miles away from here Robert definitely needs a reality check it's life or death right now and I don't think he actually realizes what kind of Jeopardy this place is in it's not all about you Robert Robert's world Robert's bubble Robert's dream you're not the lord of the manner and you're not the Great Gatsby you're you're Robert it's only me in here excuse me excuse me go on then you pump as excuse me don't talk to me like that but what's wrong with it I want to know what's wrong with speak to me like that well I'm telling you get your head out of your ass and start getting a little real you still haven't got it that this place is sinking start paying a little bit more attention to the guys on the ground understand how hard it is out there there forget your Antique Road Show and start from the bottom running this business you're right there's no structure it's fragmented the team needs a leader they need a structure they need a mentor they need some support and all they get is nitpicks what kind of motivation is that all I've heard since I've been here you're just blaming people well I'm blaming you for not taking charge get real H next time my Hotel Hell continues Roberts Miss management spreads like a virus this time taking down the kitchen what's the matter with you now do you want to give me your jacket and I'll do it for you open up come on you've just shut down and there's a revelation so shocking that is dis disgusting I have to do something I've never done before I think my time's done here Gordon left I cannot stand anymore these bloody lies I just don't seem that I can do it anym I no I can't do it\n"