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The Hotel Inspector Season 20 Episode 1
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00:00I've been a hotelier for over three decades.
00:04Please remember at all times that you're representatives of the hotel.
00:08And I know just how tough this profession can be.
00:11It's 24-7 and it's seven days a week, so we're just exhausted.
00:15But not once in all my years.
00:18Oh, mother of God.
00:20Have I seen so many businesses.
00:22Pretty much everything around has gone into this place really now.
00:26And owners closer to the point of collapse.
00:30It's make or 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.
00:46To village pubs.
00:48Gosh, I feel as if I'm in Saint Tropez.
00:50And traditional seaside B&Bs.
00:53And I'm up against the clock because they're all on the edge.
00:58It's so upsetting.
01:00I'll be rolling my sleeves up and getting stuck in.
01:03I like a bit of a scrub.
01:04Delivering some tough loves.
01:06Oh, you're alert.
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.
01:19Before it's too late.
01:21We have to hit this hard and we have to hit it fast.
01:23Appearances aren't that important, are they?
01:29This time.
01:30I'm not naked.
01:31Yes, you are.
01:32It really looks like you just don't care.
01:34I'm on a rescue mission.
01:35People don't want to stay with a whole load of your crap.
01:38To drag a failing business.
01:40Their loan's coming out all over the place.
01:42With owners full of excuses.
01:44I think what we do for breakfast now works.
01:46They continue to say, no, everything's rosy in the garden.
01:50Where do I go from there?
01:51Back from the brink.
01:52You can argue that all you like.
01:54I'm just telling you that as a guest, it's insulting.
01:59It's just come off the hinge.
02:01I need Terry.
02:02Four years ago, Nikki and her 59-year-old builder husband Terry.
02:07Hey Google, find my phone.
02:09Opened the Railway Ramblers Rest.
02:11It's in my pocket.
02:12A 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-person hot tub.
02:24We should stop saying hot tub.
02:26It's a spa pool.
02:27Ugly spa pool.
02:28We're offering sumptuous comfort with practical facilities.
02:31In the heart of Dartmoor National Park.
02:34If you just carry on a tiny bit further, there's a waterfall there.
02:38Oh no, that's great.
02:39That's very close.
02:40So far, so good.
02:42But it's more than just their business.
02:44I absolutely love it up here.
02:46It is a dream come true.
02:48Good boy.
02:49It's also the family home for them and their two children, Charlie and Ollie.
02:54Boys, do you think you could come and help me with a room?
02:56I know.
02:57Come on.
02:58Thank you, Ollie.
02:59My dad wouldn't be doing anything.
03:00He'd just be sat in the living room playing his game.
03:02Isn't that right?
03:03If he didn't have a bad leg, he might help if I was in an urgent situation.
03:07Terry had an Achilles operation.
03:09He's likely to be off his legs for two months.
03:12Have you sorted out any water bills yet?
03:14No.
03:15Hmm.
03:16Terry 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 the wrong time.
03:23You can't do it this time of day.
03:24You can't do it then.
03:25You can't do it that.
03:26I think this is more avoiding work.
03:30Their 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.
03:42They've renovated the living quarters, but they don't own any part of the property.
03:46They're just tenants.
03:49And after a strong start, the business is now at rock bottom.
03:53We just don't understand what we're doing wrong.
03:56People aren't coming and you think, why?
03:58Why aren't they coming?
04:00To tempt customers, they've spent more.
04:02We've borrowed to put the spa in.
04:05With everything, it's probably a £60,000, £70,000 outlay.
04:09Their loan's coming out all over the place.
04:11They've hired purchase and bank loans, credit cards maxed out.
04:16They've borrowed thousands from friends and even traded in their safety net.
04:22We have now finally cashed in Terry's final pension.
04:2545,000.
04:28But the bills keep coming.
04:30At 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.
04:39I've had to take on part-time teaching so I can bring in some money.
04:45If we lost it, that's everything gone.
04:48It's just heartbreaking.
04:51I'm 60 years old this year.
04:54I'm too old to start again.
04:56I've ploughed all my money in.
04:57If we don't make it work, I don't know what we'll do.
05:00Good job.
05:01Over two million visitors a year come to Dartmoor National Park to ramble, explore, and take in the 1,000 square kilometers of open moorland, breathtaking views, and exhilarating adventure it provides.
05:19This is a historic landscape that hasn't changed really for centuries.
05:26And it's one I know all too well.
05:28Ensley, one of our hotels, it's only about 15 miles down the road.
05:33It's a huge area, so for anyone who's interested in the natural world, it is a real magnet.
05:40Really keen walkers love Dartmoor, and it's very, very popular with holidaymakers.
05:47And where I'm heading, according to their advertising, has luxury thrown in.
05:53One bright spot is apparently it has a spa.
06:02Ugh.
06:05This is budget cleaning.
06:09No, 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.
06:17There's going to be crumbs on the worktop.
06:29I mean, I don't ask for much, but a plant pot.
06:32You know, Easter is just a hop, skip and a jump in a way.
06:36And, you know, no one would gamble like a spring lamb looking at this.
06:41Sumptuous comfort with practical facilities for Dartmoor explorers.
06:47I don't know, but nothing about this is so sumptuous to me.
06:51I mean, is it silk sheets and dancing ladies holding trays of Turkish delight?
06:59Sadly, there's no sign of that.
07:01But there is this monstrosity to greet me.
07:05Gosh, I'm not entirely sure that this is the first thing you need on arriving here.
07:09An out of order coffee machine.
07:11Never seen this before.
07:13Slow response.
07:14Sorry, I'm on crutches.
07:16Oh, God.
07:17Can you put your belly away somehow, darling, or pull it down?
07:20Hello.
07:21Nikki.
07:22I'm Alex.
07:23Lovely to meet you.
07:24Clearly you're not slow.
07:25Who is the slowpoke?
07:26Terry's just had his Achilles.
07:27He's had it detached and reattached.
07:28So he's in a boot, but he doesn't do that much anyway.
07:29Right.
07:30Here he comes.
07:31Hello.
07:32Nice to meet you, Alex.
07:33Nice to meet you.
07:34Nice to meet you, Alex.
07:36What is it that you'd like me to achieve while I'm here?
07:37Increased occupancy.
07:38Yeah.
07:39Will you show me my wings, please?
07:40Sure.
07:41After you.
07:42Click.
07:43I can see why they would like increased occupancy, as tonight, I'm the only guest here.
07:48I can see why they would like increased occupancy, as tonight, I'm the only guest here.
08:00Thanks.
08:02Okay.
08:03So, I'll have a look around here, and then I'll chat to you and Terry.
08:09Is that okay?
08:10Yeah, brilliant.
08:12Thank you so much.
08:13It feels and it smells clean, but it's a rather odd conceit.
08:20This enormous bed for quite a small room, and then a breakfast bar with a fridge and 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 better, but first, the bathroom.
08:49It's kind of fairly basic.
08:53I mean, I'm not entirely sure that this screams sumptuous comfort to me.
08:58Split across two floors, four rooms can sleep four or more people, and there are five doubles, all 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.
09:15Gosh!
09:17Well, you see, this immediately feels like a better setup.
09:21For a family or a group looking to explore Dartmoor, this is a good practical option.
09:27So they're getting some things right.
09:30They 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.
09:40Funny enough, the cupboard is bare.
09:43I mean, a little tiny bit of effort, please.
09:46Breakfast 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.
10:05There's signs everywhere.
10:08Please help yourself to any useful packaging.
10:11We don't like to throw it away.
10:13What is in here?
10:15Well, I mean, never ever have I seen this.
10:19So, you know, come to Dartmoor for a walking holiday, leave with a couple of cardboard boxes.
10:27I'm not entirely sure that they know what their customers might want.
10:32There are lots of things that aren't perfect.
10:35I'm perfect.
10:37Uh, stress.
10:39Along with a fun-sized breakfast cereal from the shop and free packaging, their guests have use of a spa.
10:46I can't wait to see the spa.
10:48It's very exciting.
10:50If I can find it.
10:52I'm assuming this is where the spa is.
10:55I can't understand why there's signs everywhere except to say this way to the spa.
11:04Well, gosh, I feel as if I'm in Saint Tropez.
11:11It's enormous.
11:13What did this cost them?
11:15Someone 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 al fresco kitchen facilities.
11:26Oh, gosh.
11:27That would be a no, then.
11:32Well, what shall I cook in with the mould tonight?
11:37Blech.
11:38And their taps?
11:43Functuous.
11:44Everything's filthy.
11:46Why?
11:47It's a really nice idea, really badly executed and really badly maintained.
11:56You asked Dad if he knew where the bags were?
12:05Yeah.
12:06Yeah, Dad wouldn't know where the bags are.
12:08I'm on a mission to help Nicky and Terry save their nine-bedroom self-catering business in Dartmoor
12:14before they lose it and the roof above their family's heads.
12:19Ollie, think fast!
12:21I have been rendered finally speechless.
12:25They want my help to boost bookings, but before I can do that...
12:29So this.
12:31..they need to face some home truths.
12:34I mean, I don't even want to touch these pans.
12:37No.
12:38The water's not on.
12:40You know, this is really a bad advertisement.
12:43It really looks like you just don't care.
12:46You've got to do better than this.
12:48Ow!
12:50I've not been able to get out and do it really, move stuff around.
12:53No, you couldn't lift your finger off your tablet.
12:56I can't.
12:57Terry might not have a working left foot, but that doesn't mean that the business should
13:02be resting entirely on Nicky's shoulders.
13:05So, tell me what you like about this business.
13:11It's almost like a dream fulfilled.
13:13I love it so much.
13:14Oh my gosh.
13:15So I can't really say...
13:16I love it.
13:17Dream fulfilled.
13:18I've never had anyone say that to me.
13:20What's your average occupancy?
13:2231%.
13:23That's really bad.
13:25Easter.
13:26We've only got about two rooms sold.
13:31Easter is the start of the season here in glorious Dartmoor, when swarms of holidaymakers
13:36will be looking for a base to soak up all it has to offer.
13:40They should be coining it in.
13:43Do you owe lots of money?
13:45Yeah, we owe quite a bit.
13:47We've put in well over 200,000 now.
13:50Is that including the loans?
13:52No, it's not.
13:53We owe about 90,000 at the moment.
13:56That's what we owe.
13:58And that's in various places.
14:00So we've got friends, loans.
14:02We've taken too big a gamble.
14:04Well, it's hard to make money when you owe that much money.
14:07I mean, that's the reality.
14:09A massive part of our debt is the spa.
14:12That was a big expense.
14:13That's probably 50,000 or 60,000.
14:16I hate calling it the spa.
14:18You don't have a spa.
14:20A spa is somewhere you go to have a massage.
14:22It's a very nice hot tub.
14:24Everybody seems to love us on our reviews.
14:26We get quite a lot with peak customer.
14:28It sounds like, no, it's perfect.
14:29Everything, we've done it just right.
14:31Oh, God.
14:32Lucky, lucky us.
14:33Dream fulfilled.
14:34La, la, la.
14:35You know, it just, it doesn't ring true.
14:37I think that your marketing needs a lot to be desired.
14:40I mean, it's sumptuous.
14:41The word sumptuous isn't the adjective that would spring to mind.
14:45The helpful thing is that you've actually got a fairly basic product.
14:49I think you should embrace it.
14:52You know, otherwise, we're never going to get anywhere.
14:54I know people's dreams are all different.
14:57But really, to be running a self-catering accommodation at 31% occupancy, is that really a dream fulfilled?
15:04Not for me.
15:05If they continue to say, no, everything's rosy in the garden, and you know, I mean, where do I go from there?
15:12I agree, our messaging needs sorting there.
15:14I think our messaging is, my marketing consultant here hasn't been very good at hand marketing.
15:19Can't do everything.
15:20Well, that's because you do too much.
15:22There we go.
15:23It's my fault because I do it all.
15:25If you tidied up, I wouldn't have to.
15:27I've not been able to do anything.
15:28It's always like it.
15:29And it looks like we don't care.
15:31I'll leave them bickering to have supper.
15:34And given the state of the outdoor kitchen, it looks like it's going to be a ready meal for one tonight.
15:41I mean, what am I?
15:43That's what you're seeing again.
15:46Gosh, well, that looks appealing, doesn't it?
15:49With the start of the season just weeks away, there's lots to be done here in just a short time.
15:55I hope that they're up for the challenge, or this business could all go to pot.
16:05I've got to empty the dog treats in my pocket, because otherwise I go around smelling badly.
16:10Terry, speaking of which.
16:12Yeah, I know.
16:14I'll have a shower when the kids are gone.
16:17I have three children.
16:18Right, see you later.
16:20Good luck.
16:21I didn't sleep badly, the bed's quite comfortable.
16:28But I woke up thinking, I'm just sure that their pricing is wrong.
16:33So I've had a look on a booking website.
16:36Tonight, for example, you can stay in this fine establishment for £109.
16:41But you could also stay at the Dutchie house bed and breakfast for £105, breakfast included.
16:48Morning.
16:49Good morning.
16:50Good morning.
16:51Morning, dogs.
16:52Where's the other half of the dynamic duo?
16:53She's gone to work.
16:54How often does she do that?
16:55Twice a week.
16:56Bloody hell, darling.
16:57She's a dynamo, that woman.
16:58I understand Nikki needs to teach to repay the couple's enormous loans.
17:01Urgh!
17:02Which makes it even more vital that they get this business back in the black sooner rather
17:16than later.
17:17I think if you're out from under the debt, this is a really nice little business.
17:22I think most of our debt will be repaid within the next five years.
17:26Five years?
17:27I'm not sure the business will last that long unless they make some dramatic changes starting
17:33with pricing.
17:34I looked on the booking website and you can stay at your place for £109 with no breakfast.
17:42But you can also stay at the Dutchie house for £105 including breakfast.
17:47Yeah, because they are on dynamic pricing now and they do undercut every price.
17:53Well, clever then.
17:54So the first challenge is look at your pricing.
17:57I'll write it down, shall I?
17:59I understand that you can't offer a cooked breakfast, but you have to do better than
18:04you're doing now.
18:05I mean, it's pathetic.
18:06We try to tell people they can go to the cafe next door and have breakfast.
18:10It doesn't open till 9.
18:11It's now 8.21.
18:12I know.
18:13Am I going to wait till 40 minutes to have breakfast?
18:14I know.
18:15That's why we put a small honesty shop in.
18:16You can argue that all you like.
18:18I don't care if you don't do it.
18:19I'm just telling you that as a guest, it's insulting.
18:22We do need to add signage such as hot tub this way and clear up outside.
18:30Think about curb appeal.
18:32We have to hit this hard and we have to hit it fast if there's going to be any chance of you filling up for Easter.
18:38What?
18:39What?
18:40Terry and Nicky have an answer for everything.
18:43Whatever I point out, they've thought about it or they're happy with.
18:47The truth is, if there wasn't a problem, I wouldn't be here.
18:50The first step is getting them to admit that they have some quite ingrained issues here that they're going to have to face and tackle.
18:59Right, Terry.
19:00Right.
19:01Going through the list.
19:02The list.
19:03I'm not anti-reducing our prices if we definitely increase occupancy, but the trouble is I'm not sure that we're not just taking the market away from our neighbours.
19:18Yeah.
19:19Breakfast.
19:20I think what we do for breakfast now on this tea shop works.
19:25Signage.
19:26I think missing is, how do you find the hot tub, how do you find the outdoor kitchen?
19:31Yeah, but most of the people up here are doing orienteering courses, so it should be alright.
19:36If they can navigate the mall, they can navigate through our hot tub.
19:39Outside, the first impressions are quite important.
19:43I don't think they make any much difference.
19:45When people book, they don't see that the building outside the building is a little bit shabby or whatever.
19:51I don't think it would make that much difference on bookings.
19:56I'm stressed, Terry's not.
19:58He's just sat around and it's just annoying me.
20:02It's been a week since I first met Nicky and Terry.
20:06So what are we going to do about this then?
20:08Get the council to take it away.
20:10Have you phoned them?
20:11Not yet.
20:12And I want to know if they've reduced their prices like I suggested.
20:16He bloody needs to pull his socks up a bit.
20:19Stop picking on me.
20:21I've done the maths and if they can increase bookings by consistently filling even their cheapest room each night for a month,
20:28that will be enough to cover their monthly loan repayments.
20:31Hi darlings, how are you?
20:33Fine, thank you.
20:34How have you been getting on with the list of things I left you?
20:38Yep, okay.
20:39We've done a lot of thinking about pricing and when we drop prices we don't sell more rooms.
20:44All I'm saying is that if somewhere up the road is offering a cheaper price anew with breakfast then possibly people would rather go and stay there.
20:53But they're not selling any more rooms than we are.
20:57They've got six rooms so they're selling three rooms.
21:00We're selling 30% so we're selling three rooms.
21:03So they're selling as many rooms as we are.
21:05There is a difference because they're selling 50% of that rooms darling.
21:08I understand that darling but...
21:10I'm trying to get you to sell more rooms.
21:13They're just not boxing clever.
21:15Their competitor is selling 50% of their rooms by offering a better deal.
21:20While they languish at 30% by refusing to budge on price.
21:25You asked me to come in and tell you what I think some of the problems are and I'm pointing out to you...
21:30Possibly you might sell a few more rooms if your prices were better.
21:34So next week when I come to you...
21:37I intend to get an awful amount done.
21:39You better take double painkillers Terry.
21:42Okay, see you, bye.
21:43Bye.
21:44That made my blood boil.
21:47Easter's around the corner and there are no bookings.
21:49And they don't seem to be doing anything proactive to change that.
21:52If they want to stay in their dream location with their dream fulfilled,
21:56they're going to have to fill some rooms.
21:57Right, I need some jobs done.
22:02So, what are we going to do?
22:03I can walk the dog and ship a room.
22:04That'd be great, thank you.
22:05Are you making me a cuppa?
22:06I'm on a mission to rescue Nicky and Terry's Dartmoor dream and save their family home.
22:10My foot's swelling up and stuff at the moment and I think you have to do my bit as well.
22:11Sounds like my normal life.
22:12But so far, all I've heard are excuses.
22:13Yeah, but it's all weather dependent on a lot of it.
22:14Yeah, but it's all weather dependent on a lot of it.
22:15I wonder who's going to clear this up.
22:16Yeah, but it's all weather dependent on a lot of it.
22:17I wonder who's going to clear this up.
22:18Yeah.
22:19Yeah, I've got some jobs done.
22:20I've got some jobs done.
22:21So, what are we going to do?
22:22I can walk the dog and ship a room.
22:23That'd be great, thank you.
22:24Are you making me a cuppa?
22:25No, no.
22:26Yeah.
22:27Right.
22:28They're not going to go on a boat and ship a ship.
22:29I've got some jobs done, and it's all for you, and it's all day long.
22:32And I've got some jobs to keep my dream and save their family home.
22:35My foot's swelling up and stuff at the moment.
22:37And I think you have to do my bit as well.
22:38Sounds like my normal life.
22:40But so far, all I've heard are excuses.
22:42Yeah, but it's all weather dependent on a lot of it.
22:44So I wonder who's going to clear this up.
22:45You, obviously.
22:46You won the lottery with me, darling.
22:49If you say so, darling.
22:51the railway Ramblers rest as its name testifies to could be the perfect base
22:56for holidaymakers exploring Dartmoor but I believe that Nicky and Terry are
23:02missing a trick so for my second visit I've asked them to first meet me at a
23:06five-star glamping site in nearby Yelverton there's an enormous drive for
23:12people to get back to nature and to have experiences in the great outdoors your
23:17outdoor kitchen could be a real draw I'm hoping this unique alfresco cooking spot
23:24will demonstrate to Nicky and Terry how they can tap into a growth market to
23:29encourage more bookings can you stagger around Terry I would offer to farm and
23:36live for you but I don't think I can manage it I've been doing some homework
23:40and spotted the internet searches for outdoor kitchens reached over 70 million
23:45a year which proves that they're currently awful outdoor kitchen could
23:51become their biggest asset if they can do it right it's really charming yes isn't
23:57it the way they've done things is very clever there is every utensil but it's
24:02all hung up and everything is immaculately clean you can imagine a
24:07home coming down just the two of you for a nice romantic time it's done really well
24:12it's really a really nice space isn't it yeah the outdoor kitchen is something we
24:22haven't really got around to yet it's always on the back burner oh yeah but we
24:27need to make it a feature I know but we have a massive issue where we are with fog and
24:33dampness we had a wooden table in the outside kitchen and it all went moldy it
24:38all get wet and damp so you've already said this and cold you've already said
24:42this you've already said this right darling let's get this sorted out back at
24:54Nicky and Terry's it's time to up their game I like a bit of a scrub and as we're
25:00back to nature I'm using natural products vinegar is going to be used to clean the
25:06stainless steel I personally always dilute it because otherwise it just stinks too
25:11much and then we'll use some bicarb made into a paste I'm determined to
25:17transform this filthy underutilized area into a warm and welcoming communal space
25:23I just want to show you how effective this is to entice and delight guests one
25:30thing I always use vinegar for is my windows but you do too and we've not long
25:38because I've invited some village locals to eat drink and be merry here in just a
25:43couple of hours my cob is really useful for taking out stubborn stains what do
25:49they say 98% perspiration two percent inspiration now it's clean look darling
25:56looks a lot better yeah it looks really good we need to dress it right come on
26:02decluttering the reception lobby is on my to-do list perhaps I can kill two birds
26:08with one stone I was wondering if this could go in the outdoor kitchen mm-hmm
26:14Terry we need your help you know the big cabinet out there we need to take the
26:19glass doors off okay I don't think it will survive outside let's give it a go
26:25walking horse so you can get down there well done I love them shaking his head at us now for my
26:37injection of ambience these are indoor outdoor cushions so they should be almost indestructible I
26:45got you fleeces because they're so easy to shove in the wash what I do with these is I put them on
26:51the arm of the chair so that people know that they can put them over their laps it's starting to look
26:56a bit more cozy already bright colors instantly lift a space and offer a welcoming vibe I love a bit of
27:04vinyl along with a practical kitchen necessities I'm also stocking the repurposed cupboard with stylish
27:10outdoor tableware topping it off with mood inducing items like lanterns and fresh herbs and all this
27:19without breaking the bank I've spent about 500 quid and all from the kind of shops that can buy nice
27:27stuff quite reasonably it's very pushy I also have a hotel just down the road so I do understand that it
27:36is a constant keep on top of everything you know I have to get the candles lit every night I have to
27:43get the doorway swept every morning I get leaves removed yeah yeah every time someone comes in here
27:49and uses it you're gonna have to come behind them and clean up but what I worry about is if I'm not here
27:54and no one make sure it's done I know darling but ultimately what you should hope for that you're so
28:00busy that actually you don't have the option not to be here this is your business yeah this is what
28:06is going to support your lifestyle hospitality is a hard slog but it's worth it lovely to see you
28:15and you it's lovely in here the locals may be here to road test it the fire it's really welcoming the
28:24fire crackling and everything but word-of-mouth recommendations can really boost business to
28:29just one group booking taking all nine rooms for a weekend could boost the coffers by over
28:36two thousand pounds easily covering their monthly loan repayments little bit cheese or ham bread it's
28:43unique really on that one maybe sort of them quite living in a small cottage in the woods no it's
28:53really nice to see the face being used this is an asset and actually look you know if you build it
28:59they will come just does show that it can be really quite useful and quite good yeah I just don't
29:07know how it's gonna survive by that in the weather no Terry you sound like excuses it's no surprise to
29:13me that Terry remains unconvinced but this experiment has solidified how perfectly groups could
29:20work for them and crucially how that would affect their bottom line while I'm away I'm gonna work on
29:28that but before the day is through I want to give pricing one more push whether they like it or not
29:35I'm having the conversation with you that we had a row about last time I think your pricing is wrong
29:41and I'll tell you why so based on tonight in your immediate little village there is the Prince of
29:47Wales which is 92 pounds including breakfast Duchy house is 105 pounds including breakfast and there's you
29:55lovely little ramblers for 109 pounds not including breakfast you could quite easily make a really nice
30:02clean sweep of all the business available just by undercutting everybody you have to be cutthroat
30:08otherwise you can't be in business you can't worry about you know whether you're taking away business
30:13from everyone else does make sense yeah we want to make sure you get a big whack of customers who are
30:21in this area yeah and there's no shame in that how are you thinking about the pricing I don't think
30:28pricing to make that much difference we already got a high level repeat customers I don't think I don't think
30:33getting we pick us that that was going to happen Nicky he's all yours
30:39hey you stop it now morning morning Alex it's my penultimate day here is it better today it's less
30:55all than it was yesterday good so you're ready to do a little bit of hard work with me I don't know
31:00about that Nicky is teaching and Terry is incapacitated so it looks like muggins here will have to do the
31:07lion's share yesterday I spent all day on the outdoor kitchen so it's now or never to tackle the dreadful
31:15first impression the place gives off this takes some packaging rubbish I really hate that this is
31:24Nikki's um ideal people have enough in their own houses they don't want to come away and stay with
31:29a whole load of your crap all away fine thank you had enough of it I'm afraid all of this is going the
31:41church house and don't advertise somewhere else God's sake man first impressions are crucial in
31:49hospitality it takes on average a mere seven seconds to form an opinion of a business here could you be
31:57hanging things for me so that it's all closer together so this reception lobby needs to sing now
32:06we've moved the borrowing cupboard outside I have space to play with while Terry looks on so this is
32:15now a really nice area I have a nice bench don't go there that would be lovely somewhere you could take
32:23your boots off yeah okay thanks darling lovely and then Nikki's had this map for ages and I think if we put
32:32this up here it's a proper map of the National Park and it's all telling the same story that this is a clean
32:40welcoming place to stay and you're encouraging people to use the area now I need to convince Terry to sort
32:48out the curb appeal people they don't see outside the buildings a little bit shabby I don't think it would
32:55make that much difference on bookings so darling it really does need a paint yeah it needs all paring
33:01back scaffolding it's not a five-minute fix could you at least get the ledges done I'd like to make
33:07this have a little bit more of an attractive first impression and the windowsills a lot to do with it
33:12it's gonna be a massive job to get that painted I mean an excuse for everything and a reason for
33:19everything and I just I just want it really wearing okay the coffee machine this is such an
33:27eyesal yeah I agree this is this is this I'm trying to find out who will take it away a scrap merchant
33:33I imagine it's um yeah do you want me to try and help you find someone I'll find someone I will just make some phone calls okay
33:41I need to make some more phone calls please and as I look around so much has been left untouched since I first
33:49asked Terry to clear up the outside
33:53everywhere I look there's a bit of disorder but you know I'm back in two weeks how much is he realistically
33:59going to get done never once he gone yes you're white that's a different way of looking in it why
34:04don't we try that it's just unremittingly negative how on earth is this business going to survive the
34:14season let alone allow them to speed up the 90 000 pound debt repayments if this is Terry's attitude
34:21time for a polizzi pep talk I'm sure you're going to be very enthusiastic to have this conversation aren't
34:29you no what would be nice is if you were open-minded about my suggestions or would you prefer just to
34:36be an influencer no I'm just not negative yes you are I'm not I've liked what you've done outside I
34:41like but there are certain things that we are to be aware of where we because of our climate as I've
34:48pointed out I know that's you because I have a hotel down the road so I have quite a good idea about what
34:52it's like here yeah okay so I'm going to write this out for you to talk to Nicky about and I shall leave this
34:58for you it's fine yeah I will um I will talk to Nicky yeah Terry's list I would like to come
35:05and see this season ready I want it looking immaculate yeah thank you gosh no argument I'd like
35:13you to consider pricing carefully I'd like you to at least attempt to get that coffee machine removed
35:19yeah yes I would like to see you looking really smart there we go yeah Alex picked on me a little
35:31bit I think it's all fair but yeah life I find it really tiring to be in this environment because you
35:39know I'm a doer and I'm a fixer and so you know what can I do all I can do is point out the error of his ways
35:50it's crucial that progress is made before my final visit in two weeks time
35:54after all it's not just a business at stake it's their family home
35:58I have read Terry the riot act but I have my doubts as to how much will be accomplished
36:13so we're a decent sized paintbrushes darling since my first visit I've given Nicky and Terry the same
36:28list of jobs again and again and nothing's changed I'll tell you Nicky I'll do a lot more things um if
36:33I'm paid yeah spruce up the exterior a bit too cold for painting really paint doesn't dry quick enough
36:40smarten up Terry that is one of the issues I've always had my whole life and show off Dartmoor's
36:47wares in the lobby what we're going to do is get some photographs of different places in the area
36:52and then there'll be a piece of string connecting the two can we name it the murder board yeah what
36:57you see on those films you know put you on there where I buried Terry yeah but I hope this time they
37:02take it seriously because everything is at stake we've both invested so much in this Terry he's always
37:10put money aside and made sure he's got a pension he's now blown that on this we just can't lose it
37:20now I'm back in Dartmoor with my final plan of action I hope you have a lovely swim it's all yours
37:31Dartmoor has so much to offer in the way of group activities and the railway ramblers rest in the heart
37:37of it all easily caters for all their needs
37:44regularly filling rooms en masse with these adrenaline seekers could be the key to Nicky and
37:49Terry's long-term success
37:53hello Nicky speaking so I'm going to drop a surprise visitor bomb on them hello Nicky speaking hi Alex
38:01I'm bringing some groups in to see you some wild swimmers and some kayakers brilliant it's a hot tub
38:07clean and ready to use yes are they going to jump in I'm sure the wild swimmers will appreciate it
38:12okay brilliant see you soon bye darling bye bye Terry get on I'm panicking
38:18I think it's a waste of time myself appearances aren't that important are they
38:27darling can you help me hang this door I despair
38:32hurry up
38:32hi hi hi you look nice and so do you I can't believe Terry has finally dressed up for the occasion
38:42and taken on board my advice regarding curb appeal was it you who transformed the front of the building
38:50I did some of the window salesman well it does look nice yeah it did need during this is a big win
38:56and I've been working hard too on a rebrand I was determined for them to ditch the confusing slogan
39:02sumptuous comfort and I've come up with the perfect replacement I've got a new tagline for you
39:09your home to explore them all I love it it's really good yes great tagline good I've done something nice
39:18now for the interior when I first arrived I was greeted by a broken vending machine
39:23oh but not anymore this is wonderful yes because the first thing you see is welcome and not out of
39:32order on the coffee machine and the lobby has gone from a dumping ground to a place with purpose this
39:39looks really really impressive and useful I feel a bit shell-shocked for the first time in this process
39:48the couple have attacked every job all this new signage is very nice thank goodness
39:57so well done darling I'm longing to show it off I bet you are too yes yes definitely good it feels like
40:03we've actually got somewhere with all the work we've been putting in and now they can showcase their
40:08wares to a perfect target market groups of outdoor enthusiasts fresh off the mall
40:14so this is our um sort of reception the area and we've got um a map the blue strings are all
40:22swimming points that is really useful especially if you're here for a few days
40:27so this is one of our group rooms this can sleep six people so how much would this cost for a group of
40:34six roughly about 30 pounds a head which is really affordable yeah this is our hot tub oh wow it's
40:40amazing yes it's it's a big one so you've got your outdoor cooking area it's a really nice area to sit
40:47in yeah there's a group of you yeah i mean when i first came here terry didn't say a word and it's
40:53really nice to hear and promoting the place with a bit of pride we have an area here that you can store
40:58your kayaks we also have an outdoor shower which means you can wash them off if you want you've
41:03thought everything it's all there oh thank you thank you any comments on what you've seen yeah i love
41:10the outdoor area the fact you can have a fire and make some pasta and have a cup of tea actually i think
41:14you've got a real gel of a face here yeah this is lovely just as i thought it's a perfect fit for
41:20groups of outdoor enthusiasts and now terry and nikki have some great contacts to pursue
41:25but there is still some unfinished business to attend to so let's just catch up with pricing i
41:33decided to take your advice to reduce advanced prices oh good and then i have reduced for april
41:40because it's quite a little bit quiet well done thank you after banging on about it for so long
41:47that's a major breakthrough and i'm looking forward to hearing how that impacts their occupancy rate
41:53before you go you must have one of terry's ice creams all right i will actually i feel like what
41:59we've done has really had an impact i've always felt like we've let things go you know we've gone a bit
42:04like oh we get away with that we get great reviews it doesn't matter it does matter yeah
42:11there seems to have been a real turnaround here uh the atmosphere has much been positive the guests seem
42:17to be loving it terry seems to be on top of his game who would have thought it i'm really glad they
42:22listened to my plea for price reductions and undercutting their competitors because in this
42:27current economic climate it is every man for himself and every business needs to fight for
42:33their customers that looks really nice thanks terry
42:40it's good isn't it thank you very much to the ice cream and good luck for the season thank you all
42:45right bye darling bye bye bye alex nice to see you
42:55hi alex we just wanted to give you an update we had quite a few bookings and over easter we're
43:00definitely up on last year the day after you left we had a walk-in because it looked so nice and
43:06inviting on the outside on top of that the outdoor kitchen's been a real hit people really love it
43:12it's all right bye bye
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