The Hotel Inspector Season 20 Episode 1

Cinema Series US Film

The Hotel Inspector Season 20 Episode 1  #CinemaSeriesUSFilm   🎞 Please join  https://t.me/CinemaSeriesUSFilm

Transcript

00:00I've been a hotelier for over three decades.

00:04Please remember at all times that you're representatives of the hotel.

00:08And I know just how tough this profession can be.

00:11It's 24-7 and it's seven days a week, so we're just exhausted.

00:15But not once in all my years...

00:18Oh, mother of God.

00:20...have I seen so many businesses...

00:22Pretty much everything I've earned has gone into this place, really, no.

00:25...and owners closer to the point of collapse.

00:30Let's make the break.

00:32So I'm back.

00:34Here to help rescue these flailing businesses.

00:38Can you put your belly away somehow, darling, or pull it down?

00:41It really looks like you just don't care.

00:43From hotel newbies...

00:45It's absolutely terrifying.

00:46...to village pubs.

00:47Gosh, I feel as if I'm in Saint-Tropez.

00:50...and traditional seaside B&Bs.

00:53Pushing jigs, anyone?

00:54And I'm up against the clock because they're all on the edge.

00:58So obsessive.

01:00I'll be rolling my sleeves up and getting stuck in...

01:03I like a bit of a scrub.

01:04...delivering some tough loves.

01:06I will, look.

01:07I mean, hello!

01:09You have to be cutthroat, otherwise you can't be in business.

01:12To help these hospitality businesses get on the right path...

01:16I don't have any way to put a pair of knickers, but I've got a recycling bin.

01:19...before it's too late.

01:21We have to hit this pod, and we have to hit it fast.

01:27Appearances aren't that important.

01:29This time...

01:30I'm not making this about it.

01:30Yes, you are.

01:31It really looks like you just don't care.

01:33I'm on a rescue mission...

01:35People don't want to say, we're a load of your crap.

01:38...to drag a failing business...

01:40...their loans coming out all over the place.

01:42...with owners full of excuses...

01:44I think what we do for breakfast now works.

01:46...they continue to say, no, everything's rosy in the garden.

01:50Where do I go for more?

01:51...back from the brink.

01:52You can argue that all you like.

01:54I'm just telling you that, as a guest, it's insulting.

01:59It's just come off the hinge.

02:01I need Terry!

02:02Four years ago, Nicky and her 59-year-old builder husband, Terry...

02:07Hey, Google, find my phone.

02:09...opened the Railway Rambler's Rest.

02:11It's in my pocket.

02:12...a nine-bedroom guest house with self-catering facilities.

02:16What you can't do in your bedroom, you can do in the outdoor kitchen.

02:21And guest perks.

02:22It's a nine-bedroom hot tub.

02:24Oh, we should stop saying hot tub. It's a spa pool.

02:26Actually, spa pool.

02:27We're offering sumptuous comforts with practical facilities.

02:31In the heart of Dartmoor National Park.

02:34If you just carry on a tiny bit further, there's a waterfall there.

02:38Oh, that's great.

02:39Oh, so close.

02:40So far, so good.

02:41But it's more than just their business.

02:44I absolutely love it up here.

02:46It is a dream come true.

02:48It's also the family home.

02:50For them and their two children, Charlie and Ollie.

02:53Boys, do you think you could come and help me with a room?

02:56I know.

02:57Come on, thank you, Ollie.

02:58My dad wouldn't be doing anything.

03:00He'd just be sat in the living room playing his game.

03:02Isn't that right?

03:02If he didn't have a bad leg.

03:04He might help if I was in an urgent situation.

03:07Terry had an Achilles operation.

03:09He's likely to be off his legs for two months.

03:12Have you sorted out any water bills yet?

03:14No.

03:14Hmm, Terry might be laid up, but I'm presuming the rest of him works.

03:20Whenever I do the laundry, you always tell me I do it at the wrong time.

03:23You can't do it this time of day.

03:24You can't do it then.

03:24You can't do it that.

03:25I think this is more avoiding work.

03:29Their venture into hospitality has eaten up every penny Nicky and Terry had.

03:35We're probably up above the 200,000 mark, but a lot of that was also building this.

03:41This was a wreck.

03:41They've renovated the living quarters, but they don't own any part of the property.

03:46They're just tenants.

03:49And after a strong start, the business is now at rock bottom.

03:53You just don't understand what we're doing wrong.

03:56People aren't coming and you think, why?

03:58Why aren't they coming?

04:00To tempt customers, they've spent more.

04:02We borrowed to put this bar in.

04:05With everything, it's probably a £60,000, £70,000 outlay.

04:08Their loan's coming out all over the place.

04:11They've hired purchase and bank loans.

04:14Credit cards maxed out.

04:16They've borrowed thousands from friends and even traded in their safety net.

04:21We have now finally cashed in Terry's final pension.

04:25£45,000.

04:26But the bills keep coming.

04:29At one point, our electricity bills were just taking everything we had.

04:34And with Terry off his feet, it's forcing Nicky back into a nine-to-five.

04:40I've had to take on part-time teaching so I can bring in some money.

04:45If we lost it, that's everything gone.

04:47It's just heartbreaking.

04:52I'm 60 years old this year.

04:54I'm too old to start again.

04:56I've powered all my money in.

04:57If we don't make it work, I don't know what we'll do.

04:59Over two million visitors a year come to Dartmoor National Park to ramble, explore, and take

05:11in the 1,000 square kilometers of open moorland, breathtaking views, and exhilarating adventure

05:18it provides.

05:18This is a historic landscape that hasn't changed really for centuries, and it's one I know

05:28all too well.

05:29Ensley, one of our hotels, it's only about 15 miles down the road.

05:34It's a huge area, so for anyone who's interested in the natural world, it is a real magnet.

05:41Really keen walkers love Dartmoor, and it's very, very popular with holidaymakers.

05:47And where I'm heading, according to their advertising, has luxury thrown in.

05:53One bright spot, because apparently it has a spa.

06:02Oh.

06:05This is budget cleaning.

06:08No, Terry hasn't been helping, have you, Terry?

06:12No, not at all.

06:14I'm making some toast.

06:15Yeah, see, that's a mess.

06:16There's going to be cremes on the worktop.

06:28I mean, I don't ask for much, but a plant pot, you know, Easter is just a hop, skip, and

06:35a jumper away.

06:35And, you know, no one would gamble like a spring lamb, looking at this.

06:43Sumptuous comfort with practical facilities, the Dartmoor explorers.

06:47I don't know, but nothing about this is so sumptuous to me.

06:53I mean, is it silk sheets and dancing ladies holding trays of Turkish delight?

07:00Sadly, there's no sign of that.

07:02But there is this monstrosity to greet me.

07:05Gosh, I'm not entirely sure that this is the first thing you need on the writhing here.

07:09An out-of-order coffee machine.

07:12I've never seen this before.

07:14Slow response.

07:15Sorry, I'm on crutches.

07:18Oh, God.

07:19Can you put your belly away somehow, darling, or pull it down?

07:25Hello.

07:25Nikki.

07:26I'm Alex.

07:27Lovely to meet you.

07:28Clearly, you're not slow.

07:30Who is the slow-pone?

07:32Terry's just had his Achilles.

07:35He's had it detached and reattached, so he's in a boot, but he doesn't do that much anyway.

07:40Right.

07:41Here he comes.

07:41Hello.

07:42Nice to meet you, I'm Alex.

07:43Nice to meet you, Alex.

07:45What is it that you'd like me to achieve while I'm here?

07:48Increased occupancy.

07:50Yeah.

07:50Will you save me my move, James?

07:52After you.

07:53Yeah.

07:53I can see why they would like increased occupancy, as tonight, I'm the only guest here.

08:00Thanks.

08:04Okay, so I'll have a look around here, and then I'll chat to you and Terry.

08:09Is that okay?

08:10Yeah, brilliant.

08:10Thank you so much.

08:13It feels and it smells clean, but it's a rather odd conceit.

08:19There's this enormous bed for quite a small room, and then a breakfast bar with a fridge

08:24and a microwave over there.

08:27You know, if you were doing serious walking, where on earth would you put a rucksack?

08:32You know, I don't have anywhere to put a pair of knickers, but I've got a recycling bin.

08:36There's literally nowhere to sit.

08:38You've been on the mall all day.

08:40You're wet and cold and muddy, and the only places to sit are on your bed.

08:45Let's see if any of the other rooms are better, but first, the bathroom.

08:48It's kind of fairly basic.

08:53I mean, I'm not entirely sure that this room is something to be comfortable to me.

08:57Split across two floors, four rooms can sleep four or more people, and there are five doubles,

09:04all with kitchenettes.

09:06I've done my research, and the room rates range from £108 to £190 a night.

09:12Let's see what you get for the top price.

09:14Gosh.

09:18Well, you see, this immediately feels like a better set-up.

09:22For a family or a group looking to explore Dartmoor, this is a good practical option.

09:28So they're getting some things right.

09:31They don't serve a cooked breakfast, as there's no guest dining room, but I've read they have a shop.

09:36Good Lord, I am actually speechless.

09:40Funnily enough, the cupboard is bare.

09:43I mean, a little tiny bit of effort, please.

09:49Breakfast aside, effort has been put into the rooms.

09:53But what about the welcome lobby, which felt anything but when I arrived earlier?

09:59It's not really clear when you walk into this space what it is that you're coming into.

10:06There's signs everywhere.

10:08Please help yourself to any useful packaging.

10:11We don't like to float away.

10:12What is in here?

10:13Well, I mean, never, ever have I seen this.

10:19So, you know, come to Dartmoor for a walking holiday, leave with a couple of cardboard boxes.

10:27I'm not entirely sure that they know what their customers might want.

10:32There are lots of things that aren't perfect.

10:35I'm perfect.

10:37Oh, stress.

10:38Along with a fun-sized breakfast cereal from the shop and free packaging, their guests have use of a spa.

10:46I can't wait to see a spa.

10:48It's very exciting.

10:50If I can find it.

10:52I'm assuming this is where the spa is.

10:54I can't understand why there's signs everywhere, except to say this way to the spa.

11:00Well, gosh, I feel as if I'm in Saint-Tropez.

11:11It's enormous.

11:13What on earth did this cost them?

11:14Someone must have been laughing when they sold them this.

11:19I'm beginning to see where all their money's gone.

11:22I wonder if they spent the same on the alfresco kitchen facilities.

11:26Gosh.

11:27That would be a no, then.

11:32Well, what shall I cook in with the mould tonight?

11:37Mech.

11:40Are there taps?

11:43Sanctuous.

11:44Everything's filthy.

11:46Why?

11:47It's a really nice idea, really badly executed and really badly maintained.

11:57You asked Dad if he knew where the bags were?

12:01Yeah.

12:02Yeah, Dad wouldn't know where the bags are.

12:04I'm on a mission to help Nicky and Terry save their nine-bedroom self-catering business in Dartmoor

12:09before they lose it and the roof above their family's heads.

12:14Only think fast!

12:16I've been rendered finally speechless.

12:21They want my help to boost bookings, but before I can do that...

12:25Say this.

12:26...they need to face some home truths.

12:28I mean, I don't even want to touch these cans.

12:34The water's not on.

12:35You know, this is really a bad advertisement.

12:39It really looks like you just don't care.

12:42You've got to do better than this.

12:44Ow!

12:45I've not been able to get out and do it, really.

12:48No, you couldn't lift your finger off your tablet.

12:53Terry might not have a working left foot, but that doesn't mean that the business should

12:58be resting entirely on Nicky's shoulders.

13:00So, tell me what you like about this business.

13:07It's almost like a dream fulfilled.

13:08I love it so much.

13:10So I can't really say...

13:11I love it.

13:12Dream fulfilled.

13:13I've never had anyone say that to me.

13:16What's your average occupancy?

13:1831%.

13:19That's really bad.

13:23Easter.

13:24We've only got about two rooms sold.

13:27Easter is the start of the season here in glorious Dartmoor, when swarms of holidaymakers

13:32will be looking for a base to soak up all it has to offer.

13:35They should be coining it in.

13:38Do you owe lots of money?

13:41Yeah, we owe quite a bit.

13:43We've put in well over £200,000 now.

13:46Is that including the loans?

13:47No, it's not.

13:49We owe about £90,000.

13:51At the moment, that's what we owe.

13:54And that's in various places.

13:55So we've got friends, loans.

13:57We've taken too big a gamble.

13:59Well, it's hard to make money when you owe that much money.

14:02I mean, that's the reality.

14:04A massive part of our debt is the spa.

14:07That was a big expense.

14:08That's probably £50,000 or £60,000.

14:11I hate calling it the spa.

14:14You don't have a spa.

14:15A spa is somewhere you go to have a massage.

14:17It's a very nice hot tub.

14:19Everybody seems to love us on our reviews.

14:21We get quite a lot with peak customer.

14:23It sounds like, no, it's perfect.

14:25Everything, we've done it just right.

14:26I've got lucky, lucky us, dream fulfilled, la, la, la.

14:31You know, it just, it doesn't ring true.

14:33I think that your marketing needs a lot to be desired.

14:36I mean, it's sumptuous.

14:37The word sumptuous isn't the adjective that would spring to mind.

14:41The helpful thing is you've actually got a fairly basic product.

14:45I think you should embrace it.

14:48You know, otherwise, we're never going to get anywhere.

14:50I know people's dreams are all different.

14:52But really, to be running a self-catering accommodation at 31% occupancy,

14:58is that really a dream fulfilled?

15:00Not for me.

15:01If they continue to say, no, everything's rosy in the garden,

15:05and, you know, I mean, where do I go from there?

15:08I agree, our messaging needs sorting there.

15:09I agree, our messaging needs.

15:11My marketing consultant here hasn't been very good at hand marketing.

15:14I'll do everything.

15:16Well, that's because you do too much.

15:18There we go.

15:19It's my fault because I do it all.

15:21If you tidied up, I wouldn't have to.

15:23I've not been able to do anything.

15:24It's always like it.

15:25And it looks like we don't care.

15:27I'll leave them bickering to have supper.

15:30And given the state of the outdoor kitchen,

15:32it looks like it's going to be a ready meal for one tonight.

15:37I mean, what am I?

15:39So we're seeing again.

15:42Gosh, well, that looks a-healing, doesn't it?

15:44With the start of the season just weeks away,

15:47there's lots to be done here in just a short time.

15:51I hope that they're up for the challenge

15:52or this business could all go to pot.

16:00I've got to empty the dog treats in my pocket

16:02because otherwise I go around smelling badly.

16:05Terry, speaking of which...

16:08Yeah, I know.

16:10I'll have a shower when the kids are gone.

16:12I'll have three children.

16:14Right, see you later.

16:15Good luck.

16:16I didn't sleep badly.

16:22The bed's quite comfortable.

16:24But I woke up thinking,

16:25I'm just sure that their pricing is wrong.

16:29So I've had a look on a booking website.

16:32Tonight, for example,

16:34you can stay in this fine establishment for £109.

16:37But you could also stay at the Dutchie house bed and breakfast

16:40for £105, breakfast included.

16:48Morning.

16:49Good morning.

16:51Morning, dogs.

16:53Where's the other half of the dynamic duo?

16:55She's gone to work.

16:56How often does she do that?

16:58Twice a week.

16:59Bloody hell, darling.

17:01She's a dynamo, that woman.

17:02I understand Nicky needs to teach

17:05to repay the couple's enormous loans.

17:08Which makes it even more vital

17:10that they get this business back in the black

17:12sooner rather than later.

17:15I think if you're out from under the debt,

17:17this is a really nice little business.

17:18I think most of our debt will be repaid

17:20within the next five years.

17:22Five years?

17:23I'm not sure the business will last that long

17:26unless they make some dramatic changes,

17:28starting with pricing.

17:30I looked on the booking website.

17:33And you can stay at your place

17:35for £109 with no breakfast.

17:38But you can also stay at the Dutchie house

17:40for £105, including breakfast.

17:43Yeah, because they're on dynamic pricing now

17:46and they do undercut every price.

17:49Well, clever them.

17:50So the first challenge is look at your pricing.

17:53I'll write it down, shall I?

17:55I understand that you can't offer a cooked breakfast,

17:58but you have to do better than you're doing now.

18:00I mean, it's pathetic.

18:02We try to tell people they can go to the cafe next door

18:04and have breakfast.

18:06It doesn't open till night.

18:07It's like 8.21.

18:08Am I going to wait till 40 minutes to have breakfast?

18:10I know.

18:10That's why we put a small honesty shop in.

18:12You can argue that all you like.

18:14I don't care if you don't do it.

18:15I'm just telling you that as a guest, it's insulting.

18:17We do need to add signage, such as hot tub this way,

18:23and clear up outside.

18:26Think about the curb appeal.

18:27We have to hit this hard and we have to hit it fast

18:30if there's going to be any chance of you filling up for Easter.

18:35Terry and Nicky have an answer for everything.

18:39Whatever I point out, they've thought about it

18:41or they're happy with.

18:42The truth is, if there wasn't a problem, I wouldn't be here.

18:45The first step is getting them to admit

18:47that they have some quite ingrained issues here

18:52that they're going to have to face and tackle.

19:01Right, Terry.

19:02All right.

19:03Going through the list.

19:04The list.

19:05I'm not anti-reducing our prices

19:07if we definitely increase occupancy.

19:09But the trouble is, I'm not sure that we're not just

19:11taking the market away from our neighbours.

19:14Yeah.

19:15Breakfast.

19:16I think what we do for breakfast now on the stitch-up works.

19:21Signage.

19:22I think missing is, how do you find the hot tub?

19:25How do you find the outdoor kitchen?

19:27Yeah, but most of the people up there

19:29are doing orientalian courses, so it should be all right.

19:31If they can navigate the mall,

19:33they can navigate through our hot tub.

19:36Outside, the first impressions are quite important.

19:39I don't think they make any much difference.

19:40When people book, they don't see that the building

19:44outside, the building's a little bit shabby or whatever.

19:47I don't think it would make that much difference on bookings.

19:52I'm stressed.

19:53Terry's not.

19:55He's just sat around, and it's just annoying me.

19:58Yeah.

19:58It's been a week since I first met Nicky and Terry.

20:02So what are we going to do about this, son?

20:04Can you tell us to take it away?

20:06Have you phoned me?

20:07Not yet.

20:08And I want to know if they've reduced their prices like I suggested.

20:12He bloody needs to fill his socks up a bit.

20:15Stop picking on me.

20:16I've done the maths, and if they can increase bookings by consistently filling even their

20:21cheapest room each night for a month, that will be enough to cover their monthly loan repayments.

20:27Hi, darlings.

20:28How are you?

20:29Fine, thank you.

20:30How have you been getting on with the list of things I left you?

20:33Yep, OK.

20:35We've done a lot of thinking about pricing, and when we...

20:38Drop prices.

20:38We don't sell more rooms.

20:39All I'm saying is that if somewhere up the road is offering a cheaper price anew with

20:45breakfast, then possibly people would rather go and stay there.

20:49But they're not selling any more rooms than we are.

20:52They've got six rooms, so they're selling three rooms.

20:55We're selling 30%, so we're selling three rooms.

20:58So they're selling as many rooms as we are.

21:00There is a difference, because they're selling 50% of their rooms, darling.

21:04I understand that, darling, but...

21:05I'm trying to get you to sell more rooms.

21:08They're just not boxing clever.

21:11Their competitor is selling 50% of their rooms by offering a better deal, while they

21:16languish at 30% by refusing to budge on price.

21:20You asked me to come in and tell you what I think some of the problems are, and I'm pointing

21:25out to you that...

21:25Possibly you might sell a few more rooms if your prices were better.

21:29So next week, when I come to you...

21:32I intend to get an awful amount done.

21:34You better take double painkillers, Terry.

21:37Okay, thank you.

21:38See you.

21:38Bye.

21:39Bye.

21:39That made my blood boil.

21:42Easter's on the corner and there are no bookings, and they don't seem to be doing anything

21:46proactive to change that.

21:48If they want to stay in their dream location with their dream fulfilled, they're going to

21:52have to fill some rooms.

21:53It's time to get you checked in with a chance to win a boutique two-night hotel stay for

22:02two people at Lanley Hall Hotel and Spa in South Wales, where you'll share a suite with

22:08daily breakfast.

22:10Make the most of the facilities enjoying a spa treatment each, a leisurely spa brunch, and

22:14a 90-minute spa session.

22:16Plus, you'll dine a la carte at their restaurant block and receive £1,000 prize money to further

22:23indulge yourself.

22:25To enter now, text HOTEL to 6555.

22:29Texts cost £2 plus one message at standard network rate.

22:32Or post your name and phone number to HOTEL, PO Box, 7557, DARBY, DE10NP.

22:41Lines close at midday on the dates shown on screen and three working days later for postal

22:45entries.

22:46To refuse marketing texts and SMS with STOP, rules, winners, privacy policy, and customer

22:52care at channel5.com forward slash win.

22:56Good luck!

23:02Right, I need some jobs done, so what are we going to do?

23:09I can walk with a dog in the ship, Harry.

23:11That'd be great, thank you.

23:12Are you making me a cuppa?

23:14I'm on a mission to rescue Nicky and Terry's Dartmoor dream and save their family home.

23:20My foot's swelling up and stuff at the moment, and I think you have to do my bit as well.

23:25Sounds like my normal life.

23:27But so far, all I've heard are excuses.

23:31Yeah, but it's...

23:32But, yeah, but...

23:33It's all worth the opinion on a lot of it.

23:35I wonder who's going to do this, though.

23:36You, obviously.

23:38You won the lottery with me, darling.

23:40You say so, darling.

23:44The railway Rambler's Rest, as its name testifies to, could be the perfect base for holidaymakers

23:50exploring Dartmoor.

23:52But I believe that Nicky and Terry are missing a trick.

23:55So for my second visit, I've asked them to first meet me at a five-star glamping site

24:00in nearby Yelverton.

24:03There's an enormous drive for people to get back to nature and to have experiences in

24:08the great outdoors.

24:09Mm-hm.

24:10Your outdoor kitchen could be a real draw.

24:13I'm hoping this unique alfresco cooking spot will demonstrate to Nicky and Terry how they

24:19can tap into a growth market to encourage more bookings.

24:24Can you stag around, Terry?

24:26I would offer to farm and deliver these, but I don't think I can manage it.

24:30I've been doing some homework and spotted that internet searches for outdoor kitchens

24:36reached over 70 million a year, which proves that their currently awful outdoor kitchen could

24:43become their biggest asset if they can do it right.

24:47It's really charming.

24:49Yes.

24:50Isn't it?

24:50The way they've done things is very clever.

24:53There is every utensil, but it's all hung up and everything is immaculately clean.

24:58You can imagine the home coming down, just the two of you, for a nice romantic time.

25:04It's done really well.

25:06It's really a really nice space, isn't it?

25:07Yeah.

25:08The outdoor kitchen is something we haven't really got down to yet.

25:17It's always on the back burner.

25:18Well, yeah.

25:19But we need to make it a feature.

25:21I know God.

25:21We have a massive issue where we are with fog and dampness.

25:27We had a wooden table in the outside kitchen and it all went mouldy.

25:30It all get wet and damp.

25:32So, you've already said this.

25:33And cold.

25:34You've already said this.

25:35And this.

25:35You've already said this.

25:37Right, darling.

25:44Let's get this sorted out.

25:46Back at Nicky and Terry's, it's time to up their game.

25:49I like a bit of a scrub.

25:52And as we're back to nature, I'm using natural products.

25:56Vinegar is going to be used to clean the stainless steel.

26:00I personally always dilute it because otherwise it just stinks too much.

26:04And then we'll use some bicarb made into a paste.

26:09I'm determined to transform this filthy underutilised area into a warm and welcoming communal space.

26:16I just want to show you how effective this is.

26:18To entice and delight guests.

26:22One thing I always use vinegar for is my windows.

26:25I bet you do too.

26:25And we've not long, because I've invited some village locals to eat, drink and be merry here in just a couple of hours.

26:37Bicarb is really useful for taking out stubborn stains.

26:41What do they say?

26:4298% perspirate and 2% inspirate.

26:45Now it's clean.

26:48Look, darling, it looks a lot better.

26:49Yeah, it looks really good.

26:51We need to dress it.

26:54Right, come on.

26:55Decluttering the reception lobby is on my to-do list.

26:59Perhaps I can kill two birds with one stone.

27:02I was wondering if this could go in the outdoor kitchen.

27:05Mm-hm.

27:07Terry, we need your help.

27:09You know the big cabinet out there?

27:10We need to take the glass doors off.

27:12Oh, OK.

27:14I don't think it will survive outside.

27:17Let's give it a go.

27:20Rocking horse science.

27:21Oh, look, you can get down there.

27:23Well done.

27:26I love it and soaking his head up.

27:29Now for my injection of ambiance.

27:32These are indoor-outdoor cushions, so they should be almost indestructible.

27:38I got you fleeces, because they're so easy to shove in the wash.

27:41What I do with these is I put them on the arm of the chair, so that people know that they can put them over their laps.

27:48It's starting to look a bit more cosy already.

27:51Bright colours instantly lift a space and offer a welcoming vibe.

27:55I love a bit of vinyl.

27:57Along with the practical kitchen necessities, I'm also stocking the repurposed cupboard with stylish outdoor tableware.

28:05Topping it off with mood-inducing items like lanterns and fresh herbs.

28:10And all this without breaking the bank.

28:13I've spent about 500 quid, all from the kind of shops that can buy nice stuff quite reasonably.

28:21It's very cushy.

28:23I also have a hotel just down the road, so I do understand that it is a constant to keep on top of everything.

28:31You know, I have to get the candles lit every night, I have to get the doorways swept every morning, I get leaves removed.

28:39Yeah, yeah.

28:40Every time someone comes in here and uses it, you're going to have to come behind them and clean up.

28:44But what I worry about is if I'm not here and no-one makes sure it's done.

28:48I know, darling, but ultimately, what you should hope for is that you're so busy,

28:53that actually you don't have the option not to be here.

28:56This is your business.

28:57Yeah.

28:58This is what is going to support your lifestyle.

29:03Hospitality is a hard slog, but it's worth it.

29:06Hello.

29:07Lovely to see you.

29:08And you.

29:09Hello.

29:10It's lovely in here.

29:11The locals may be here to road test it.

29:14The fire is really welcoming.

29:16The fire crackling and everything.

29:18But word-of-mouth recommendations can really boost business too.

29:23Just one group booking taking all nine rooms for a weekend could boost the coffers by over £2,000,

29:30easily covering their monthly loan repayments.

29:33A little bit of cheese or ham and bread.

29:36It's unique, really, I'm done, aren't I?

29:37I think it's sort of, um, quite hard to do the small cottage in the woods.

29:41Mm.

29:42Cheers.

29:44You know, it's really nice to see the place being used.

29:48This is not it.

29:49They might actually look, you know, if you build it, they will come.

29:52It just does show that it can be really quite useful and quite good.

29:58Yeah.

29:59I just don't know how it's going to survive by that in the weather.

30:02No, Terry.

30:02You sound like excuses.

30:04It's no surprise to me that Terry remains unconvinced.

30:08But this experiment has solidified how perfectly groups could work for them

30:13and, crucially, how that would affect their bottom line.

30:19While I'm away, I'm going to work on that.

30:21But before the day is through, I want to give pricing one more push,

30:26whether they like it or not.

30:28I'm having the conversation with you that we had a row about last time.

30:31I think your pricing is wrong.

30:34And I'll tell you why.

30:35So, based on tonight, in your immediate little village,

30:39there is the Prince of Wales, which is £92, including breakfast.

30:43Dutchie House is £105, including breakfast.

30:46And there's you, lovely little ramblers, for £109, not including breakfast.

30:52You could quite easily make a really nice, clean sweep of all the business available

30:57just by undercutting everybody.

30:59You have to be cutthroat, otherwise you can't be in business.

31:02You can't worry about, you know, whether you're taking away business from everyone else.

31:08It does make sense.

31:09Yeah.

31:10You want to make sure you get a big whack of customers who are in this area.

31:15Yeah.

31:15And there's no shame in that.

31:18How are you thinking about the pricing?

31:19I don't think pricing can make that much difference.

31:22We've already got a high-level repeat customers.

31:25We're not full.

31:25I don't think getting any peak last, that, that was nice.

31:29Alex!

31:30Nicky, he's all yours.

31:40Hey, you stop it now.

31:42Morning.

31:43Morning, Alex.

31:44It's my penultimate day here.

31:46Is it better today?

31:47It's less than it was yesterday.

31:49Good, so you're ready to do a little bit of hard work with me.

31:53I don't know about that.

31:54Nicky is teaching and Terry is incapacitated.

31:57So, it looks like muggins here will have to do the lion's share.

32:01Yesterday, I spent all day on the outdoor kitchen.

32:04So, it's now or never to tackle the dreadful first impression the place gives off.

32:09This takes some packaging, Robert.

32:14I really hate that.

32:16This is Nicky's ideal.

32:17People have enough in their own houses.

32:20They don't want to come away and stay with a whole load of your house.

32:24Fine.

32:25Throw it all away.

32:26Fine.

32:28Had enough of it.

32:30I'm afraid all of this is going to the church house.

32:34Don't advertise somewhere else.

32:37God's sake, ma'am.

32:39First impressions are crucial in hospitality.

32:43It takes, on average, a mere seven seconds to form an opinion of a business.

32:48Here, could you rehang things for now?

32:51So that it's all closer together.

32:55So, this reception lobby needs to sing.

32:58Now we've moved the borrowing cupboard outside, I have space to play with.

33:03While Terry looks on.

33:05So, this is now a really nice area.

33:10I have a nice bench that would go there.

33:13That would be lovely.

33:15Somewhere you could take your boots off.

33:16Yeah.

33:17Yeah, great.

33:17Thanks, darling.

33:19Lovely.

33:19And then, Nicky's had this map for ages.

33:24And I think, if we put this up here, it's a proper map of the National Park.

33:29And it's all telling the same story, that this is a clean, welcoming place to stay.

33:35And you're encouraging people to use the area.

33:38Now I need to convince Terry to sort out the curb appeal.

33:41When people book, they don't see the outside of the buildings a little bit shabby.

33:46I don't think it would make that much difference on bookings.

33:50So, darling, it really does need the paint.

33:52Yeah.

33:53It needs all paring back, scaffolding.

33:55It's not a five-minute fix.

33:57Could you at least get the ledgers done?

33:59I'd like to make this have a little bit more of an attractive first impression.

34:03And the windowsill's a lot to do with it.

34:05It's going to be a massive job to get that painted.

34:06I mean, an excuse for everything.

34:11And a reason for everything.

34:12And I just, I just find it really wearing.

34:16OK, the coffee machine.

34:18This is such an idol.

34:20Yeah, I agree.

34:21This is, this is, this is, I'm trying to find out who will take that away.

34:25A scrap merchant, I imagine.

34:27It's, um, yeah.

34:29Do you want me to try and help you find someone?

34:31I'll find someone.

34:32I'll just make some phone calls.

34:33OK, good.

34:34And if I make some more phone calls, we'll find someone.

34:35Some more phone calls, please.

34:37And as I look around, so much has been left untouched since I first asked Terry to clear up the outside.

34:45Everywhere I look, there's a bit of disorder.

34:48But, you know, I'm back in two weeks.

34:50How much is he realistically going to get done?

34:53Never once he's gone, yes, you're right.

34:55That's a different way of looking at it.

34:56Why don't we try that?

34:59It's just unremittingly negative.

35:03How on earth is this business going to survive the season, let alone allow them to speed up the £90,000 debt repayments, if this is Terry's attitude?

35:14Time for a Polizzi pep talk.

35:16I'm sure you're going to be very enthusiastic to have this conversation, aren't you?

35:21No.

35:22What would be nice is if you were open-minded about my suggestions, or would you prefer just to be an influencer?

35:29No, I'm just a man.

35:30Yes, you are.

35:31I'm not, I've liked what you've done outside, I like, but there are certain things that we have to be aware of, because of our climate.

35:40As I've pointed out, I know that to you, because I have a hotel down the road.

35:43I have quite a good idea about what it's like here.

35:46Yeah?

35:46Okay.

35:47So I'm going to write this out for you to talk to Nicky about, and I shall leave this for you.

35:51Miss Hanya, I will talk to Nicky.

35:53Terry's list.

35:54I would like to come and see this season-ready.

36:00I want it looking immaculate.

36:02Yeah.

36:03Gosh, no arguments.

36:05I'd like you to consider pricing carefully.

36:08I'd like you to at least attempt to get that coffee machine removed.

36:13Yeah.

36:14Yes?

36:15I would like to see you looking really smart.

36:19There we go.

36:21Yeah.

36:22I just picked on me a little bit.

36:24I don't think it's all fair, but, you know, life.

36:28I find it really tiring to be in this environment, because, you know, I'm a doer, and I'm a fixer,

36:34and so, you know, what can I do?

36:37All I can do is point out the error of his ways.

36:42It's crucial that progress is made before my final visit in two weeks' time.

36:47After all, it's not just a business at stake, it's their family home.

36:52I have read Terry and the Riot Act, but I have my doubts as to how much will be accomplished.

36:57There's still time to win a two-night hotel stay for two at Landly Hall Hotel and Spa in South Wales,

37:07including spa treats and a la carte dinner and £1,000.

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37:22To refuse marketing texts and SMS with STOP, rules, winners, privacy policy, and customer care at channel5.com forward slash win.

37:30See how we have decent-sized paintbrushes, darling?

37:44Since my first visit, I've given Nicky and Terry the same list of jobs again and again, and nothing's changed.

37:51I'll do a lot more things if I'm paid.

37:54Spruce up the exterior.

37:56It's too cold for painting, Lily.

37:58Paint doesn't dry quick enough.

38:00Smarten up Terry.

38:02That is one of the issues I've always had my whole life.

38:05And show off Dartmoor's wares in the lobby.

38:08What we're going to do is get some photographs of a different place in the area,

38:12and then there'll be a piece of string connecting the two.

38:14Can we name it the motherboard?

38:16What do you see on those stones?

38:17We'll put you on there.

38:18Where I buried Terry.

38:20But I hope this time they take it seriously, because everything is at stake.

38:26We've both invested so much in this.

38:28Terry, he's always put money aside and made sure he's got a pension.

38:31He's now blown that on this.

38:33We just can't lose it.

38:39Now I'm back in Dartmoor with my final plan of action.

38:43I hope you have a lovely swim.

38:45It's all yours.

38:46Dartmoor has so much to offer in the way of group activities,

38:54and the railway ramblers' rest, in the heart of it all,

38:58easily caters for all their needs.

39:03Regularly filling rooms en masse with these adrenaline seekers

39:07could be the key to Nicky and Terry's long-term success.

39:13Hello, Nicky speaking.

39:14So, I'm going to drop a surprise visitor bomb on them.

39:18Hello, Nicky speaking.

39:19Hi, Alex.

39:20I'm bringing some groups in to see you,

39:22some wild swimmers and some kayakers.

39:25Brilliant.

39:25Is the hot tub clean and ready to use?

39:28Yes.

39:29Are they going to jump in?

39:30I'm sure the wild swimmers will appreciate it.

39:32OK, brilliant.

39:33See you soon.

39:34Bye, darling.

39:34Bye.

39:36Terry, get on.

39:37I'm panicking.

39:39I think it's a waste of time, myself.

39:41Appearances aren't that important, are they?

39:43Darling, can you help me hang this door?

39:49I despair.

39:51Hurry up!

39:55Hi.

39:56You look nice and so do you.

39:58I can't believe Terry has finally dressed up for the occasion

40:01and taken on board my advice regarding curb appeal.

40:05Was it you who transformed the front of the building?

40:09I did some of the window sills.

40:10Well, it does look nice.

40:12Yeah.

40:12It did me doing.

40:13This is a big win and I've been working hard too on a rebrand.

40:18I was determined for them to ditch the confusing slogan,

40:22sumptuous comfort, and I've come up with the perfect replacement.

40:25I've got a new tagline for you.

40:28Your home to explore them all.

40:30I love it.

40:31It's really good.

40:32Yes.

40:33Great tagline.

40:34Good.

40:34I've done something nice.

40:36Yeah.

40:37Now for the interior.

40:39When I first arrived, I was greeted by a broken vending machine.

40:43Ooh.

40:44But not anymore.

40:46This is wonderful.

40:48Yes.

40:48Because the parking seat is welcome and not out of order on the coffee machine.

40:53And the lobby has gone from a dumping ground to a place with purpose.

40:58This looks really, really impressive and useful.

41:03I feel a bit shell-shocked.

41:06For the first time in this process, the couple have attacked every job.

41:10All this new signage is very nice.

41:12Yes.

41:13Thank goodness.

41:15Ooh.

41:16Well done, Johnny.

41:18I'm going to throw it off.

41:19I bet you are too.

41:20Yes.

41:20Yes, definitely.

41:21Good.

41:22It feels like we've actually got somewhere with all the work we've been putting in.

41:26And now they can showcase their wares to a perfect target market.

41:30Groups of outdoor enthusiasts fresh off the mall.

41:36So this is our sort of reception in the area.

41:39And we've got a map for blue strings and all swimming points.

41:43That is really useful, especially if you're here for a few days.

41:47So this is one of our group rooms.

41:49This can see six people.

41:51So how much would this cost for a group of six?

41:54It's roughly about £30 a head.

41:55Which is really affordable.

41:56Yeah.

41:57This is our hot tub.

41:59Oh, wow.

42:00It's amazing.

42:01Yes, it's a big one.

42:02So you've got your outdoor cooking area.

42:05It's a really nice area to sit in.

42:07Yeah.

42:08There's a group of you.

42:08Yeah.

42:09There's really nothing in there.

42:10When the fuzz came here, Terry doesn't sit on the road.

42:12And it's really nice to hear and promote your place with a bit of pride.

42:16We have an area here that you can store your kayaks.

42:18We also have an outdoor shower, which means you can wash them off if you want.

42:22You've got everything.

42:23It's all there.

42:25Oh, thank you.

42:27Any comments on what you've seen?

42:29Yeah, I love the outdoor area.

42:30In fact, you can have a fire and make some pasta and have a cup of tea.

42:33Actually, I think you've got a real gel of a face here.

42:35Yeah, this is lovely.

42:37Just as I thought, it's a perfect fit for groups of outdoor enthusiasts.

42:41And now Terry and Nicky have some great contacts to pursue.

42:46But there is still some unfinished business to attend to.

42:50So let's just catch up with pricing.

42:52I just like to take your advice to reduce advanced prices.

42:57Oh, good.

42:58And then I have reduced for April because it's a little bit quiet.

43:02Well done.

43:04After banging on about it for so long, that's a major breakthrough.

43:08And I'm looking forward to hearing how that impacts their occupancy rate.

43:13Before you go, you must have one of Terry's ice creams.

43:15Oh, I will.

43:18Actually, I feel like what we've done has really had an impact.

43:21I've always felt like we've let things go.

43:23You know, we've gone a bit like, oh, we get away with that.

43:25We get great reviews.

43:26It doesn't matter.

43:27It does matter.

43:28Yeah.

43:28There seems to have been a real turnaround here.

43:34The atmosphere is much more positive.

43:36The guests seem to be loving it.

43:37Terry seems to be on top of his game.

43:39Who would have thought it?

43:41I'm really glad they listened to my plea for price reductions and undercutting their competitors.

43:46Because in this current economic climate, it is every man for himself and every business needs to fight for their customers.

43:54That looks really nice.

43:55Thanks, Terry.

43:58Mmm.

44:00It's good, isn't it?

44:00Thank you very much for the ice cream and good luck for the season.

44:04All right.

44:04Bye, darling.

44:05Bye.

44:06Bye, Alex.

44:06Nice to see you.

44:14Hi, Alex.

44:15We just wanted to give you an update.

44:16We had quite a few bookings in there over Easter.

44:19We were definitely up on last year.

44:22The day after you left, we had a walk-in because it looked so nice and inviting on the outside.

44:27On top of that, the outdoor kitchen's been a real hit.

44:31People really love it.

44:32Bye.

44:33Bye.

44:37And Alex is back next Thursday at eight.

44:40The Queen's sister was determined to live life her way.

44:43Margaret, the party princess who shot the palace tomorrow at nine.

44:48The Great Fire of London must have been horrific, but how differently did the rich and poor cope?

44:54From the Lord Mayor down to that baker, Rob Rinder and Ruth Goodman dive in new next.

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