Ramsay’s Kitchen Shutdowns and Blacklight Revelations | DOUBLE EPISODE | Hotel Hell

I'm visiting a historic town in West Virginia where I meet one of the most bizarre owners I have ever encountered it's like a hoarders Anonymous junk on top of junk not only is she unaware of the damage she has done the Wall's rotten and you just go paint over it it's really salid you can't just Band-Aid this place but her unwillingness to change or even listen you're boiling a burger I eat the Marin we're all pretending that this is good proves to be the biggest hurdle for me you are seriously in [Music] denial just 60 mi from Washington DC is one of America's most celebrated small towns Harper Ferry situated between the beautiful pic and shanor rivers is the town's Inn my wife Anna and I bought the Inn for my mom back in 2007 we wanted it to be a good investment but we also bought more with our hearts than our heads I think it's the type of woman who's happiest when she's working so we figured this would be a good place for her to work and enjoy um the season of life that she's in I'm a grandmother so it's kind of grandmother's house and I'm here mainly because I've retired from teaching I love historic iCal properties and decided that being an inkeeper would be a fun thing for the rest of my life the town's in is probably kind of like a circus Karen's the ring leader and you never know what's going to happen next working for Karen is interesting it's frustrating she's pretty set in her ways and it's her way or the highway I think what makes someone a good mom isn't necessarily what makes someone a good boss or a good business owner Karen as a business woman she don't have no experience and is [Music] awful Karen treats this place as both her business and her home but more her home I mean her bedroom was in her office you know she sleep right there pretty much in the dining room I have asked Karen is this your home or restaurant or is it an end you can't have it all three ways and spec to make money is absolutely a hoarder Karen Hoards her clothes old shoes books baskets don't even get me started on those damn baskets there's baskets everywhere you could open a closet in hotel room and see a pile of baskets you could walk in our server area open the fridge and I bet there'd be a basket there because they're literally [Music] everywhere Karen's in denial of what's wrong she needs to separate herself from this place or things aren't going to change we are suffering we are in debt the customers are going away while we don't want to sell the towns in I think we're certainly at a Crossroads of just saying is this becoming overwhelming for my mom you know she's not getting any younger and it's just it could be a potential train wreck so if the ship is sinking then we want to make sure we get our mom off of the boat before it sinks [Music] wow look at this place gorgeous fresh food wow nice to see you I'm Karen Townson Karen good to see you I'm glad you're here a gorgeous little town does it remind you of Europe isn't it kind of the quain it reminds me of a movie set I mean it's just that many times has it really wow okay I interest just have a quick look around and uh yeah I'll follow you okay um what's all this out here what is that oh that's just watering the plants yeah and we get a lot of hikers and it rains here sometimes what is that oh who knows it's been here a long time but it's like Freddy Krueger's hat who who's is this it's just there for anybody that wants to borrow oh I see and does anyone borrow that they haven't yet interesting another one as well and what are these on for sale they are they for sale yeah see summer hats how much are these three to three to 20 three depends and this is how much H maybe not more whatever you want to offer we're very flexible I'm not too sure if it's my style and uh oh that's Dusty that's a pretty special one um why is it so special because it's got full of dust yeah West Virginia and this is Almost Heaven how much is that one it's whatever you offer are these secondhand no not that some things are but not that man is your business are you selling Mone are you are you busy no we don't really sell a lot of hats I see mhm oh hello you got customers in already hello this is my friend Sarah Sarah oh nice to meet you good to see you are you join us for lunch today or you I have no idea I'm up to whatever I'm here I do what does that mean she's just a family okay right so you're not customer I'm so sorry right I'm not a customer is this a convenience store or this is a dining room wow I mean it's very claustrophobic you here bits and Bobs of everything those um freaky dolls what are they for they are sort of uh souvenirs are you selling lots we do mhm wow they Dusty A lot of people who come here have children they're looking for something to take back what about this one here Collector's Choice how much is this one I think 25 Jesus Dusty I didn't know they were for sale you didn't know they're for sale how much does this room make a month um I can't give you an exact figure because record the purchases in with the restaurant sales yeah but I would say 15% of sales 15% mhm who drinks all this cider no actually we use is that in the restaurant jeez well but we sell a lot of it it's good in the summer June July and August now my daughter made those right what are they they're little hats for little children it's full of dust and hair and what's this hot pads handmade hot pets mhm is that $60 who buys this people with children I hope people with children it's full of dust inside well you have to wash it before you use it look and what's this this is Sarah's Journal so she keeps a journal yeah wow so it's uh it's almost like a novel it is and she puts sermon notes and telephone numbers and prices and she calls it her brain public bathroom decorate with baskets yeah she decorated the baskets up in my washroom oh oh dear okay wow so um all right what's that there that is a bottle holder you can put like a water bottle so it does appeal to myp you know you know it could it looks like a j strap I hadn't thought of that but you got a point what's that down there this that's our bread and then behind that is a closet where our potatoes are kept but are the are the loaves for sale too if someone asks for them and hikers do sometime but normally it's um it's just for the breakfast we have toast are you expecting a lot of people that's how much we go through in a few days believe it or not really unfortunately they out of date as well well couldn't are you serious 2nd of November okay you're right today's the sixth oh that's very unar yeah let's go to my uh my room who's that oh these are my famous baskets basket yeah I love baskets and I collect them beautiful baskets for sale prices vary from $1 to $30 stop it $30 man some of them are very unique you're telling me that families come in here and they go for a hike and they buy these baskets on the way mhm to the mountains mhm stop this one's full of bugs I guess I wouldn't buy that one would you $12 mhm and that's with the Cockroaches we don't charge extra wow that was $12.99 it's reduced down to $5 oh bugs in there as well bloody hell did you get them as gifts and then resell them uh no I just buy them when I find them places I col the hell is that it's an Easter basket that's an Easter basket [ __ ] hell poor bunny and how much is that $1 yep wow can you go any lower nope huh we don't deal in cents a Karen you're starting to scare me seriously you are a basket case that's a good point honestly there's dust everywhere up here as well when was the last time this place was dusted uh theoretically every day every oh every day yeah this is my room named after the river river wow bloody hell po dear and this is it [Music] wow uh wow we have five rooms this one is 130 oh oh [ __ ] what what happened there you're taller than I am see how it just lays up there on the on top of the no see there you go the pole is too short my darling look so there you go look that's there and know this has been here since 2007 and it's never falling down are ready flip it now okay oh oh [ __ ] okay let's leave them there for now let's get some light in here okay I'm going to unpack and that's private what do you mean it's private this is my bedroom uh well but this is off limits it's got a lock on it it's like a storage closet but if I'm paying for the room I'd like to get into my wardrobe well you're not paying for that you're paying for everything else well then really we've got these little things you can put your suitcase on but what's in here my clothes your clothes M seriously seriously it's very inconvenient when there are people here and I can't get to my clothes but I live with it um I want to hang my clothes in my wardrobe 1840 we we use hooks hooks mhm uh why don't you get me a key to open this I need to hang my uh my jacket um you just have to use a hook um once again this is a rental you're renting me a room I'm here to help you and I'd like to use my wardrobe MH can I have a look inside then please cuz I'm just worried in case you put somebody in [Music] there there you go these are all your clothes mhm literally all that's it that's it well there's a few jackets in the wardrobe upstairs so you have another right above is another room in another room that you rent out with a padlock on mhm come on you're paying $130 for the owner's clothes to stay in the wardrobe that's a first for me congratulations I feel really uncomfortable at having my Wardrobe full of all your clothes I I can cover it up but it stays locked so you can just ignore it can I just have half of this then do you mind oh okay shy shy how much [ __ ] can one get into the W Gordon wanted uh you to bring some of those clothes and things down just put them in my office okay oh my oh my do you see Karen wearing this stuff no Karen wears about two outfits what do you mean she wears two outfits I've never seen her in anything other than what she's wearing in denim in beig it's like garments from the Civil War and do you ever go through this stuff Karen do you ever think wow I'll change color today maybe a bright color with red or blue seasonally seasonally mhm so this is your fall look now this is this is how we head into in the summer it's usually denim or a beig okay so no no white after Labor Day then never never okay thank you thank you no problem wow this is crazy I mean I've never met such a basket case like this in all my life I mean the place is clutter and it's almost like her belongings are everywhere you turn left or right there's either a basket or an item of Karen's clothing what is that pillowcases what's in here looks like a blanket more baskets basket of course my room is cluttered and here look at that in there oh my God look at all this stuff [ __ ] how could you fit all that in there that is um definitely CH skill where is she downstairs I ask her to come up with you please this is insane Karen yes Karen yes look at all this stuff shoes handbags scarves just smell them it smells like my shoes but they stink my darling they wre you can't let me smell your shoes they smell they smell like um like my shoes yeah shouldn't be in my room MH well like I said in my mind you ined everything except this wardrobe which I like you didn't tell me that when you took my money you didn't ask and what about these those are extra sets and linens yeah but why do I want all them underneath my bed now you don't need to be under the bed do you but we'll get this out for you and I'll just put it downstairs right please unbelievable I just want to sleep in a room that's not clustered oh watch your step I have never experienced a place like this before dolls hats baskets full of bugs i w it full of the owner's clothes to be honest I'm frightened about the meal I'm about to eat what's that what is that that looks like something that can I buy this absolutely Chopsticks why would you go hiking with a [ __ ] pair of Chopsticks and a little wooden spoon I'll take that you can add it to my tab Brenda I'm seating um Gordon yes ma'am right here I'm going to start you with an ice water okay okay and Brenda's going to be how often does that thing go through once an hour at least any chaning go through the hotel no I wouldn't think so no what is going on Jesus Christ the towns in of harus FY Almost Heaven certainly not my room that's for sure hey how you doing how are you all right first name is l l man good to see you what did you do a little bit everything big question where did you st your clothes do I have any of your clothes in my room oh no no sir no sir no cuz we're the same size shoes under the bed I promise toys under the bed none of mine promise me I promise excellent I promise yes sir good to see you nice Mee you likewise all right are you ready nice to see you how long have you been here 2 years 2 years how's it gone it's a little frustrating sometimes in which way miss Karen is just very chaotic she's eccentric wow yeah we have to knock on her door when we come in and let her know we're here and sometimes she'll slam the door in your face or and you never know what you're going to get really yeah I've never quite come across and own of those right so out there and all this stuff outside is that a fridge outside that's our um Kitchen products outside outside yes and this fridge here that is for the owner's stuff they keep their food in there stop it no look he's going to go look oh my stop let me move this seriously oh I'm scared what is that that what is that what is that I have no idea Jesus I don't know that is gnarly huh gnarly he said that's gnarly so you have your own personal fridge as well yeah yeah outside well there's no room inside yeah okay what's that over there yeah this is where we store our produce this is for the restaurant yes seriously look at that oh oh man I can show you the receipts that we buy I'm not interested in the receipts fresh every week or every season don't touch it I don't want to touch it you don't want to touch it but you want to serve it Karen look it's disintegrated in my hand I don't even want to touch it more fridges down there this way bloody hell man how old are these freezers this one that 3 years old no when was last time it was defrosted I don't know bloody hell and all this stuff stays outside yeah Jesus here that's a fridge um so that's it's more like a fridge so it's a fridge oper we it as a fridge but there's more bread in here yeah uh this is how much we need we keep running out of stuff you do not need all this absolutely impossible that I'll ask the egg rolls egg rolls mhm but you're just hoarding stuff Karen and that do you smoke I don't disgusting me neither I tried when I was I was 17 soers Bratz this is insane you've never smoked cigarettes anything else I graduated from high school in ' 67 and that kind of marijuana but I took one path and it made me sick and I [Music] just all right um you know I was hungry but I've sort of uh let's start off with mac and cheese okay what else the fiesta stew okay uh let's have a trout as well a trout okay I'll get that going right back my God okay here's his ticket okay look that's how he ordered it so mac and cheese yeah are these yours yes well I bought them oh from my store from your store okay no wonderful I like them so mac and cheese thank you ma'am the mac and cheese that's mac and cheese that's the mac and cheese why is it all split on top it looks like a soup it was in the fridge and then they microwaved it he's scared to eat it that is the weirdest and the most plastic looking mac and cheese I've ever seen in my entire life there's no seasoning in there there's no salt please absolutely I deserves to be put into the bed mac and cheese he said it needs to be put under the bed yeah there you go thank you now we're off to pest stew Fiesta stew so we have a Mexican themed stew correct and um when was the fiesta stew made I can go ask please [ __ ] H hey Jill when was the PS is to made what's the date on it let me check 111 okay [Music] November 1st and today today's the six today's the six six yes so nothing's ever freshed M never that was terrible do you want some hot sauce no no I'm fine I'll uh yeah I'll move on to the next course I want me to take that away okay when was this a cot yesterday miles yeah yeah yeah all right trout and Jeff said he caught it yesterday so he caught it from the frozen food section correct wow it's just watery how sad is that okay yeah that's a disaster disaster oh disaster trout it's disaster trout what's wrong with it it's watery and he knows it wasn't caught yesterday or today Sarah what are you doing putting labels um magnet labels what do not eat no I'm putting ice cream you're putting labels on a freezer to tell the Muppets in the kitchen that that's ice cream in that container Kieran had asked me to do it and when you work here Miss Sarah did you get paid or you on the pay oh no I'm not on the P all volunteer I visit a lot because I'm semi-retired right now also this is my mini bio wow blood drives I run blood drives every two months right Wikipedia editor mhm I've done that wow you write art travel tutor acans you teach Greek I do Inspire loyalty you're a busy lady yes sir and then um and then I run circles around naughty problems I run circles around naughty problems yeah like well if there's something that needs to be figured out I try and figure out a way to solve the issue how about a circle around Karen I try to do that and may just a quick look at the labels and any other any other labels sure chees cake just things chicken breasts guacal veggie burgers tortillas and you just stick them on the side of the freezer yes let me tell you what you should be making a sign that's the only thing should go on there do not enter ooh that's brutal can you put that on a magnet and stick that on each freezer and and one on Miss Karen's fridge as well thank you [ __ ] [Music] me the town's in is much worse than I expected the owner not only has a hauling problem with her clothes but she's doing the same with her food um Lamont yes sir why are you taking these uh she wanted me to remove these until she can something to I only took out one bag of my wardrobe where's the rest of them from oh I have no idea no I just noed she had clothes upstairs and she asked me to move Lon seriously mhm come get her for me please holy [ __ ] I mean SAR he said he want to talk to you okay miss Karen yes is this is this all yours that's what came from other wardrobe another wardrobe no the one that you emptied no I had one bag full of stuff no this is the stuff that was in the black wardrobe in your room but where's this stuff going now to his basement till I can sort it out his basement mhm cuz I don't have any place to store it here what is it it's my clothes her clothes the things that came out of the black wardrobe that we keep locked up in the patomic room did you ever ask yourself if you have a problem holding on to things have you ever heard of the word hoarder Miss can this is your business this is your hotel not your junk shop mhm can you get the team out from the kitchen I'd like to have a quick word you all in the Terrace good luck with that stuff yeah M we meet the team on the Terrace 1 2 3 4 5 six six bags you want to check the things for bugs as [Music] well I'm in shock are you joining as Miss sah or you still writing labels no I'm not Runing label anymore no let's go I arrive the facade on the outside looks beautiful I walk through the door and it's just like a cluster of [ __ ] crap everywhere moldy bread in reception freaky dolls up to the bedrooms that's like just hideous wardrobes packed with clothes from 30 years ago and I had to ask Miss Karen to get rid of the padlock so I can open up the wardrobe and put my clothes in there honestly the place is just ridden with with this it's like a whole is anonymous obviously I needed a place to put my clothes and so that was where I I put them you can't just hi off a wardrobe cuz it's full of your crap like I said I've um it's just a storage area no but it's not a storage area just like your fridge downstairs this place is played with junk on top of junk freezers overbearing over full and as for the disgusting way that the fridge is kept with a moldy salad there salad that's fested and it's like it's almost sort of dis integrade in the center rotten can I just quickly go on the size of the menu to my kitchen's about as big as my wardrobe it's too it's why you telling me that when the owner standing next to you I told her that but we we we have told her she won't listen mac and cheese all separated every mouth was full of grease cuz it was so cooked in the microwave and that's the way we do it people say that we we got the best food in town and the freshes stop there now you're sounding Slightly bizarre the best food in town are you okay well it depends on how you define okay I'm okay by sure by my standard but mac and cheese I mean come on you know what are you looking for now are you taking notes yeah you're taking notes yeah you're making some good points and you're laughing what's so funny then help me to understand I don't have anything to do with the food so I don't know what you're doing I've got no idea what you're doing what I ask her to basically so she does what you say she helps me yeah Jeff is this correct I tell him to do one thing and Sarah tell him to do one Miss Sarah tells you what she just and she said she's a volunteer she tells my crew what to do and it pissed me off I get I get mad then they blame it on me she's got no authority to do that I know Jeff you've never talked to me about this I have told you a minut I have told you about this is this is this true is this way you treat the stuff nothing more humiliating to the team that are on the ground keeping this place open and then a stranger comes in and tells them what to do well she's not a stranger she's been coming here to them she is because she's not exactly qualified to run this place this is so screwed up this is bizarre ain't nobody hearing me what I'm saying and what kind of message you sending the menu needs to be down a menu like this there must be 50 items on there which 49 of them areed out of the bloody freezer this place is so messed up it's a mess a disgusting festering mess oh you ain't seen nothing yet unbelievable I don't know I'm just so [ __ ] in I know I know I know [Music] so far I've learned that not only does Karen hoard items but she's also a controlling owner tonight I want to see how the town's Inn operates during the evening how are you good and your name is my name is Tyler Tyler what' you do um I'm a server okay great Tyler and hello hi I'm Gage Gage what are you two doing out here we are both servers come in so I can talk to you where's the best place to hang this I can hang it for you sir I mean if we didn't have these filthy hats laying around I know why do we have filthy hats in the hallway looks like looks like a thrift shop so Thrift Shop how old are you guys I am 17 I'm also 17 17 objectively what's wrong with this place well I think that we're not well organized I also think that we need to work on cleanliness cleanliness wow is it that bad it can be and so what do you think is dirty well uh honestly probably the kitchen and uh some of the why you going the like that what what you asked what was dirty so I mean common things that we try to clean every day that we can't always keep an eye on show me where the kitchen is please yeah okay thank you what happened here Sarah likes to paint on the walls sometimes hello hi what's this mess here this is a painting and I did a what a painting looks like someone shot all over the wall is that hygienic you're painting the walls of the kitchen I have no idea I you have no so why did you do it the town's in became Sarah's towns in even though she had nothing to do with owning The Establishment car did you see the mess in the kitchen she's painted the wall let me show you something just here yeah yeah have you seen it yes it's one of my favorite things you don't like it's one of your favorite things no seriously I'm live maybe not will did you see the mural in the dining room that is a children children assist in guest That's Unique isn't it what is that well it started as a crack in the wall and I asked Sarah to make a Vine is there anywhere else you've painted there is a in my room you show me please what have you done to my wall this is so weird you paint over cracks look at this here I know and this apparently is something new that is falling apart wow I mean must be wet wet it's soaking wet the plas is just whoa these are bits of card that's correct it was a temporary fix so it's not a mual it's business cards you put your cards on here and then you paint over the cards you should make a label for this decaying wall do not paint over it I mean what what the Wall's rotten and you just go and paint over it it was meant as a temporary effect the wo is rotten you're right and you just paint over it you can't just go filling cracks with tacky painting look at it down here you've gone over cracks and holes look jesz H what's that in there um I put some sort of a mesh because it was a hole and I didn't want any to come through it Jesus I wish you wouldn't use that word what ho what you me sing [ __ ] Hallelujah that'd be better can you get me Karen I can get you Karen please Jesus what's your language sir what in the [Music] [ __ ] Miss Ken oh my goodness the whole thing just started coming off the wall needs repairing and she's just painting over it and then secondly she found a big hole here started putting a cards on there and then painted over that but inside the hole oh Jesus this is not a paper mâche what is she doing to your hotel it doesn't go outside I mean it's not a hole to the outside it's not a hole to the outside what does that mean the stone wall is out there we're sleeping on the inside we're not sleeping on the outside right so you're not going to get any cold or anything through there so just like I don't get to use the Wardrobe and the holes on the inside not on the outside and we can just do whatever we want she's stuffing it's really solid it needs to be you can't just paint over that well you can we did but and then stick Brill pads in a hole you can't just Band-Aid this place oh my good God just wash my hands order french bread as an app all right um what is that is that there sports bar are these TV screens what are those microw microwaves how many microwaves have you got well there's four here and one in there that's five five microwaves there's one in there and Two Chefs Two Chefs oh my God everywhere turn there's just junk everywhere well this is cooking stuff trust me I know what cooking stuff is this is not cooking stuff okay how does this kitchen function give me a little tour it's very challenging it's very very challenging what's that in there that's a burger I'm heating up a boil yeah you're boiling a burger I'm just heating it back up what you say heating it back up why AR you cooking it from fresh we make them ahead of time this is what we got here we don't a boiled Burger are you aware the burgers are boiled um no do you think a customer would want a burger boiled in water they seem to like them just taste the water oh do I have to I say it's funny you won't taste it okay well I just tastes like water with beef in it that seems okay when they fix it up on a nice kaiser roll with lettuce tomato onion come on I Need A T please I need a [ __ ] no this is a joke this is terrible boil Burger I'm a poor to learn that the town's Inn boils pre-cooked Burgers well just show me the table with the burger and what's more frustrating is how Karen doesn't think there is anything wrong with that come with Me 2 seconds and quickly show you something perfect me absolutely so that's your burger out of respect as a customer uh I'm not going to sit and watch you that [ __ ] let me show you so this is the chef yes you just explain how you cook that we pre-cooking it start from the top please I'm not going to let you eat that we um pre-cook them you made the burger when um GI when we done burgers made yesterday I believe yesterday just explain how you reheated them for the gentleman I reheated them I put I put water in there and I put the burger in there were you expecting a fresh burger or some [ __ ] we from yesterday I will give you a fresh Burger my apologies thank you I'm sorry sir okay this ticket refused their food okay young man I had respect for our guess take the ladies outside and show whether we keep the freezers ladies and gentlemen just bear with us for 2 minutes but just going to show you something like you to see yes so just follow me this is just right down here watch here out here yes um right here next to the trash yes um fish this is our lasagna this is our trout we got more sausage ice cream these are your ankles right there so I just had frz from here yes yes ma'am yes ma'am we've got two freezers and everything is scattered very cluttered I mean Karen has always uh looked at this as her home obviously it is embarrassing but it's a serious situation that needs to be solved you okay yeah I'm sorry yeah it's okay but I think I I just cancel my order my apologies I discovered that today and I out of respect for you as customers I can't sit here and fake you eating that [ __ ] so I'm hoping that you can skip around the menu and order something a little bit more thank you keeping my apologies thank you thank you so didn't you have purple glasses earlier they are they are CH oh that is so cool because they look like they're dark brown or black oh they have that is so cool this is insane yeah Sarah claims to work at the Town Z here's a free postcard for everybody when I go to serve tables she'll randomly show up we'll talk to tables um I've seen her frustrate people sah know sah is someone calling me I have to go yes sir they don't need to hear your life story they want to sit and have a romantic Dream On The Terrace leave them alone I'm I'm living in in and out there are other tables man okay we're going to need a rotiss chicken that's Artis chicken you get it from the freezer y disgusting just playing the rotisserie chicken please show the table yeah this is the dish of the day it's our rotisserie chicken it was roasted 6 months ago in a grocery store and we're serving it for $12 on the menu it's got rotisserie chicken yeah buy them at a grocery store yes mhm and you freeze them and you reheat them in the microwave not in the microwave it went in the microwave what is going on here well we have a menu and we just do it I mean no this is pathetic how many of your guests tonight think that their chicken's been roasted in house maybe half let's just let them come in's let's double check ladies and gentlemen so sorry can just have your attention for 30 seconds how many of you you going to order the roast chicken this evening would expect it to be fresh roasted inh house could you raise your hands please I think it's [Music] everybody a lot of people say it's it's good I agree that it these guests have come out of their homes to come and eat what I'm not going to do is attempt to pull the wall over their eyes cuz they deserve to know what's going on with burgers were cooked yesterday reheating a pan boiling them in water and I'm flabbergasted so you need to take a real good look at yourself and stop bullshitting customers immediately otherwise I'm out of a I'm so sorry but you as customers deserve better and this nothing to do with a TV program I I promise you now it's based on the bad practices that's going on in that kitchen so my apologies but I'm not going to allow you to eat you're not going to act responsible for it I will we're shutting it down we're shutting it down you just sent everybody home stop stop that is possibly the worst thing I've seen so far how did you reheat that in the microwave in the microwave doesn't even hit an oven but we used to cook and fresh right so what what changed I wasn't here yeah so what happened stop I'm not serving it stop what happened ask Karen I ain't the one that bought the chickens I have rather have a rotier thing back here I can have French chicken we need new equipment this is what it's resulted in this is what we're Ser you can't buy this from a grocery store you can't sprinkle it with pasty and expect to call yourselves a restaurant I know what you I know what you're saying and you just like a butterfly fly around just painting all little bits of [ __ ] over holes this is insane I'm done I'm I'm upset I'm I'm feeling sick and I've never seen such a disgusting mess in all my [ __ ] life this embarrassment you you you and me and I'm not going to stand there and watch you serve [ __ ] like that and take customers money what is this I eat them often the rotisseries you eat them often mhm what does that say I guess it just that I don't what does that mean to you you eat this crap often come on you're running a hotel the burgers were cooked yesterday well when I ate them and I always tell them they tasted good to me oh God where's the burgers that you cooked down here sir get them I my understanding is he patting them out and then put them in the oven how long for about 15 20 minutes 15 20 minutes in an oven how many of your customers expect Burgers to be cooked like that baked in the oven for 20 minutes so there's no color on there cooled down stuck in a zip Locker bag out in water should we go and do another survey it's 80% Chuck it's just you're denial you are seriously in denial Miss Sarah would you like a bite no thank you why not it's not cooked right well should I boil it up for you and get it warm what color is that it's white that's what frustrates me we're all pretending that this is good I thought that's what the cooks I mean come on no I me I'm not trying to blame it on the cooks but you can't blame it on me because ain't nobody hearing me I'm amazed you're not shut down friezer lined up next to a dumpster what lives outside in those passageways next to dumpsters b r and Alle bats rats and mice you are in denial you have a big problem you've got no idea that this place is crumbling and you're just going through the motions Mr Ramsey my guests want to leave your guests want to leave yes that's the best thing I've heard all day can I [ __ ] join them are we serving food at all should I let them leave and we're in danger I've even been shut down by the health authorities and there is no [ __ ] way I'm going to stand there and watch this [ __ ] being reheated and served so sorry we're not moving forward tonight on Hotel Hell I head to a Pennsylvania in the reception who delusional owner I want what I want I know what I want has completely neglected it oh look all those bugs cockroach to welcome me on the toilet having a number two way I'm just like I can't believe it and what I discover will make you sick to your stomach un [ __ ] believable has this thing ever been washed I don't even like to think of what I'm looking at this is truly disgusting that's not an in it's a [ __ ] disaster [Music] [Music] two years ago chef and restaurant Ken PES had a dream he bought the river rock in in Milford Pennsylvania a Charming Town nestled in the stunning Pocono Mountains just 2 hours drive from Manhattan it was a golden opportunity light shown of bomans had come this way but soon after he got the keys the dream turned into a nightmare I was expecting to reach a certain number on room sales and I didn't hit one tenth of that I don't think Kenny has an idea how to run an inn and the few guests that do come are far from impressed there's nothing in the bathroom no shampoo no conditioner soap nothing we have to go out and buy some if I came in I would probably check right back out it it's like old it's trying to be cozy but it's not it's hideous if I wanted to stay at my grams I could pack a bag and go stay at my grams I'm not going to a B&B for that if you buy an inn you got to step up and be an in keeper we need to fill these rooms we really do facing Financial disaster Ken was forced to move out of his house and into the Inn I said Ken you're making the biggest mistake and he moved in and he turned in a miserable man Ken is now 48 Single Living in his crumbling in and hundreds of thousands of dollars in debt the more the hotel fails $2,868 in taxes that are still do the more controlling Ken becomes he just takes everything out on us to make our lives feel miserable just like his you don't feel very good about yourself as an employee kind of chips away at your sense of self I I don't know what's going on I I told you I'd buy a little time so I Ken's down here everybody's walking on eggshells everybody's afraid to do their job they don't want to get yelled at flip come here [ __ ] yourself everybody threatens to quit it's a daily event yeah if things don't get better here I'm definitely leaving you know what you really need to grow up and act your age you're a 48-year-old man get the [ __ ] out of my face the progression of events has just turned it all into a hot mess and it doesn't matter what we do it's just a hot flip [Music] mess River Rock in an American Beast way wow all right where's the [Music] reception right anyone in it's like a hallway not a checking desk unless she's behind there hello hello somebody's ashes are down there bloody hell just like my granddad's house hello where's the reception uh this is it basically the reception should be out in a minute if you like I'll re it for you thank you very much well hello nice to see you nice to see you I'm Karen loan it's a pleasure to meet you I'm a little bit nervous then you know you were nervous yeah honestly CU I was just like standing here on my own oh well I'm sorry I apologize for that um it's confusing where's the reception desk it's right here this is the reception desk can I just quickly show you something yes I know I don't mind getting stuck in well oh dear oh dear that is pretty bad yeah that's not very pleasant that's not at all Pleasant uh so would you like to go to your room uh yeah follow me this way okay how old is this place this hotel was built around 1880s I take it was decorated in 1880 as well it kind of looks that way for the first time in the last time it's been a while for the rooms there is a closet over here are they special hangers just for me oh yep wow w wow I think the coat will stay what is that extra extra carpeting we just got new carpeting here okay so it's uh save for repairs I've never had free carpet in my water before okay just check my view look at those bugs and the blue bottle is stained for the week there's like a little Forest of them down here we give these to your cleaner sorry it's like an insect Funeral Home truthfully in the fall there was like a ladybug problem you bringing an in guest and oh my gosh there'd be like you know 50 bugs in the room and so Ken and I would take care of that to get rid of the ladybugs for the people to stay um now they've died and look at this here I think that's a cockroach to welcome me on the toilet having a number two I'm just like I can't can't believe it look at that never had a cockroach committee welcome me on the John let's get out of here well what else is on this floor well this is the owner's quarters and all these bits of furniture here do people literally sit that seems to work well to for Internet service out here okay so this is the Wi-Fi chair yes it really is I'm going to bear that in mind if I need to check my emails it's very sketchy at best okay far worse than I thought through Gordon's eyes I was like wo it's totally neglected now I will uh I'll unpack and get ready for dinner [Music] okay welcome to Milford and it's a joke had it go it was horrible the place is filthy filthy my first impressions of the Y have been Dreadful at least I can take my mind off things with some TV nothing look at that I knew those shitty hangers would come in useful for something [ __ ] come on can't believe I'm going to miss the simps come on damn this is embarrassing $110 for this [ __ ] hole just the general hygiene cleanliness is just shocking the Wardrobe is full of crap and there's no excuse for dead insects and filth everywhere it's like they've given up and no one knows there's a hotel here because it's just not fit to rent these rooms out for the public I mean look at it if this is what the the bedrooms are like God knows what dinner is going to be like so far at Milford Pennsylvania's River Rock in I've discovered outdated Decor bugs Galore look at that I've never had a cockroach committee welcom me on the John and a TV that last worked in 1982 I've heard that the owner is a chef so maybe the restaurant will be the river Rock's Saving Grace okay good to see you to meet you and it's Ken isn't it yes sir is it American beastro outside yes is it a classic beastro is it yes everything made from scratch that's nice you're a chef by trade yes I am are you not in the Kitchen Tonight uh no I'm not working on a line so you've retired from cooking somewhat running the past maybe or I'm running the other side I'm just watching all the food and letting and sending everything out it's hard to run this whole place by yourself I have so many years of experience I thought that when he hired me he'd be able to let go a little bit knowing that I could get this job done but he just can't seem to let go um and how would you rate the food 1 to 10 seven or eight and if I asked you to rate your runs out of 10 what would you give them four or five I'm now [ __ ] myself about dinner let's hope that the food is better than the rooms sure the concept of an American beastro serving fresh local food in a country in makes perfect sense but I can't make any sense of this menu oh um so I'm getting a little bit confused cuz we've gone Mexican on the quader we've jumped down to Thailand and then we've gone Italian for the calamari what what American Beast yes sir wow um what would you recommend on the menu we do a house small trout I believe that it's a golden trout from uh Northern California comes in Frozen you're recommending that I eat frozen trout from Northern California you know Chef it it it it's been only Frozen Once your head is sweating it's a little hot in here sir you're dripping it's me I'm sorry Chef I feel like got a leak in my [ __ ] B your bald head who puts these ideas together that would be Kenny show okay um so give me a taand play yes sure yeah H entree dying to see that I'm traveling around the globe in Milford enjoy I'm appalled I was promised an American beastro instead I get a sampling from around the world I was expecting fresh food but I get recommended frozen fish what's going on here you're TI sampler Chef are they made in house no they are not no thank you James [Music] it's wow it's just Frozen crap reheated and how can you make slice of chicken look so Bland I wouldn't give that tie experience to my [ __ ] dog L6 is on the fire too James I'm struggling yes sir where's the chef from is he a local boy yes he is I think left to his own devices he do very well he's very limited on what he can use for ingredient wise because he doesn't do the shopping who does the shopping now Kenny does the shopping so he almost like cut the balls of the chef off yes sure M6 M14 menu at the river rock is pretty much outdated uh it's Kenny's menu it's been here for years I don't agree with the menu but it's he's my boss he pays my my salary and still you to get to that point where you're just kind of burnt [Music] out hi Gordon Amry how are you tough on this one what did you do here I bartend and I help manage Ken's the chef and the chef that's cooking is not allowed to cook his own dishes yeah it's almost like he's sort of cut his balls off well it's kind of what he does with all of us I really he deflates you strips your confidence won't let you make any decisions executive or otherwise that's crazy and it's it's a lot of micromanagement why' you stay here and I'm a loyal dog unfortunately I'd bend over backwards for him but that bones wearing thino Chef Ramsey that might be the golden ticket wow thank you thank you Jesus Christ almighty it's like someone's just dropped a [ __ ] T-Rex foot on my plate holy valano Chef honestly in fact that might be a small valdano Chef oh that's a small one yes sir I mean it's like a meal for a that valdano can feed an Ethiopian family of 40 you know what I mean horrific this is not what I would expect in a country in it's worse than a nasty Roadside Diner I feel like I'm eating a [ __ ] flip flop with mayonnaise Ken the owner looks like a zombie sleepwalking towards disaster it's time to get everyone together and see if I can wake Ken up how much money are you losing per month right now about 5 to 7,000 a month and that's on the decline correct if those rooms aren't that busy why are they so disgustingly dirty they they they're dirty because I check them it's almost like we're robbing customers when I arrived you gave your food seven or eight out of 10 yes but the food was Dreadful Seth how long have you been cooking almost 18 years as a chef 18 years in the business are you proud of what you serve personally I don't it's Kenny's menu it's on the menu so I want what I want I know what I want you can't hold people's hands in this business if you don't fix this in they've all lost their job I honestly think that Kenny needs somebody to open his eyes so that he can see that everybody that works for him is capable and we're dependable and we're here to help him increase his business and make it successful and nobody scared to hurt him I'm here to help it's impossible cuz you are not helping yourself and it's not as if you're the captain of the Titanic you're the [ __ ] Iceberg yet you haven't stared at yourself long enough in the mirror and actually actually understood where the issues are you're looking at them good night [ __ ] me Jesus I've had about all I can take for one day it's time to get to bed but based on how nective these rooms are I need to know exactly what I'm sleeping on my black light will reveal any bodily fluids previous guests have left behind startop off on the bed oh Jesus Christ that has got to be Seaman this is Hotel Hell before my first night sleeping at the river rock in in Milford Pennsylvania I decided to check it out with my black light to make sure there was nothing I wasn't seeing and I was appalled to discover a vast spread of bodily fluid stains has this thing ever been washed people pay to sleep in this bed un [ __ ] believable there is no way I'm sleeping on these sheets tonight luckily I came [Music] prepared oh [ __ ] I forgot to turn off the [Music] lights oh man that was rough hopefully a sh will wash away the memory of those awful stains [ __ ] look at this thing [ __ ] me it's like being in Danny DeVito's house a shower come on I feel dirtier now than I did before I got in here [ __ ] freeing I don't think the staff or the owner have any idea how revolting it is to be a guest here I want you to come upstairs with me I want to show you something place all of you time for a wakeup call good morning good morning these are the guests that have been staying in the hotel now you've all experienced over the last 24 hours a sleepover and what I'm here to do is to help fix this place I can't do it without your feedback my biggest complaint was this morning when I took a shower um I had water up to my ankles before I got out my shower head I probably showered from here down cuz the shower head hit me about here there was like bugs on the floor and then I was sitting on the bed and then I saw a bug on the door too I have back problems and this morning it was really hard to get out of bed um just cuz you could feel the Springs the big question for me is that on the back of last night's experience who would stay here again a little raise of hands I probably wouldn't come to stay again really no one thank you very much indeed thank you I hope Ken is starting to see how his lack of effort at the in is driving guest away there's one more thing I want to show him if this doesn't wake him up nothing will I going to show you something that is pretty horrific come in uh just stand over there please 3 [Music] you glass is on brace yourself [Music] Karen oh my goodness I'm disgusting it's awful I don't even like to think of what I'm even looking at it's like a [ __ ] Galaxy this is foul absolutely foul I'm Shell Shocked a little bit it's disgusting it's truly disgusting the seeing this makes me sick to my stomach oh dear I don't know what to say I mean I'm just it's a horror show it was horrifying I was thinking how many times have this room even been rented without being cleaned for all that to be there Ken you're running a [ __ ] hotel not a brothel it is [ __ ] disgusting start taking responsibility I've discovered some disgusting things at the river rock in horrific food I going give that to my [ __ ] dog dead bugs it's like an insect Funeral Home worked out what the source of all the problems is it's Ken and it's not as if you're the captain of the Titanic you're the [ __ ] [Music] Iceberg he's in way over his head and making everyone's life miserable as a result and his incompetence has let the Inn fall into a shocking State it's like a [ __ ] Galaxy it's a I don't even like to think of what I'm even looking at this is truly disgusting it's a true in the face I apologize to everybody who slept there before that I put you through that I think it's horrible I hope Ken realizes now that there's more to running an inn than just owning an inn this place needs to change and change fast yes we need B at least just went to get some first up the Inn needs to be cleaned so it's a place fit for pain guests to stay in I put the whole team to work to clean the in from top to bottom and I'm going to address the worst problem myself hello Madam Hi how are you very well thank you is there any chance I can put this through a wash yes when do you need it by by tonight that's definitely you mind but can you do a sort of extra strong cleaning product it's pretty rancid okay so uh be careful we'll be done thank you bye-bye careful we don't catch anything [Music] wow place is looking so fresh while the staff finished cleaning the Inn I want to have a snoop around the kitchen and see if there's any more clues as to how Ken is running this place notes everywhere who writes notes like this why do I have to ask weekly for the fish to be iced down do not take this sight and down do not take my pens by your own if you use this drill replace it or I'll buy a new one with your paycheck bloody hell Charming can definitely have issues bloody cow if you eat these cookies take one to your next job interview I mean my God I'm surprised anyone still [ __ ] works here this guy is incredible that's not management this is insane I can't believe Ken is so passive aggressive with his staff I need to talk to him and find out what the hell is going on I come across all these little notes about don't take this if you do take it to your next interview you tell me what's going on I I don't like being taken advantage of I have some hard times with things that they do but why aren't you talking to them why aren't you leading them why aren't you motivating them why aren't you getting close to them the secret of any good management is about communication understanding and putting yourself on their level maybe I I look at it as they should be on my level who you kidding come with me I want to show you something take a seat here Ken thinks he's managing his staff but I think he's bullying them he needs to see how he's making them feel I've set up a monitor in one of the bedrooms and I'm going to force Ken to watch a staff meeting I think this might bring about the change this place desperately needs stay here are we back [Music] five I came here to help what I'm frustrated about is what I'm discovering I snooped around the kitchen I come across this a cookie jar if you eat these cookies take one to your next job interview we call those Kenny's nasty grams I mean is this a joke or is this no that's real I put those notes up because my staff needs reminders for me to tell them to do the simplest task they can come off as degrading but I don't know if they get the hint the any other way what in the hell is going on look at this one don't take my pens buy your own I think he hides behind he's afraid of Confrontation it's passive aggressive Seth how does that make you feel he causes us all to be discouraged in the job set we have there's so many people here that really know their jobs well but we have become discouraged and when people become discouraged they don't do the things that are [Music] necessary there's no gratitude like so when you say to us why why are we like this we're just spiritless he's really just sucked the soul out every one of us he's just a spirit sucker [Music] honestly I've locked Ken the owner of milford's river rock in into a bedroom where he can watch staff meeting on TV if you eat these cookies take one to your next job interview the staff have told me his management style has destroyed their morale is this a joke or is this that's him every day there's no gratitude like so when you say to us why why are we like this we're just spiritless he's really just sucked the soul out of every one of us individually over the period and length of time he's just a spirit sucker honestly amar's comments about me brought tears to my eyes her especially because she's one of my closest friends did hurt me what do you want to see change from him let the people his team do the work that he's hired us to do this place can succeed providing that you stay on track you've got to stand up to him let me go and get him I hope that see that finally got through to Ken it's time to reveal to the staff that he was upstairs watching every word wow of what my staff thinks about me it's Awakening it it really saddens me because I would do anything for them and I feel that they don't see that I need to change I uh watched everything you said and I apologize I never wanted to suck the life out of any of you and uh think I control this place but realize maybe I don't need to control you have a good team here and if we are going to move forward you have to give them ownership of their own areas uh Seth yep you've got to get that mojo back and I'm falling back in love with what you've employed to do uh Karen uh you care and that's what being a good inkeeper that's little Personal Touch mhm you should have a a hold on the inside of this business as sort of filling the place like the in hotel manager so I want you to have that level of [Music] responsibility I think what I learned the most was that I need to give people the opportunity to run this place I can't micromanage like I always did I really hope that he backs off and lets us all do our jobs he just has to put the faith in us and I know that our team can accomplish anything [Music] I think Ken's warming to the idea of change but I don't feel I've got to the heart of why he looks like a man under such extreme pressure Kenny have you got 2 minutes sure thing I come in come on in there's got to be more to this than money yesterday in many ways I started to believe You' you'd given up today we turned the corner we've got to stay on that track I thought I I thought I control this place and it didn't work mhm it's not working it seems like the pressure you're under is not just Financial right in order to buy this place I borrowed from my brother I said I think I can really make this work and and the price is Affordable would you help me after we met with the owners he went to the truck he says how much do you want me to write the check out for wow he's my idol and my mother too my mother it wouldn't happen without her help either I said I could move to this Restaurant to this place and the only way I could do it is I need some money from you I needed $50,000 and she also said just take it so both their houses are tied into here so if this place fails you have let them down and yourself this entire place wouldn't be here without my brother and my mother's help I want the business to succeed so they don't have to have a worry I don't want to ever let them down and you can't do it alone yeah I know you have a girlfriend in here or no no don't take this the wrong way but it needs a it needs a woman's touch yeah it needs a bit of a feminine approach it needs that kind of love no yes it's been kind of rough there's been no lady in my life because I haven't been had a chance to go out there and and even meet or date women I just want to meet that special person and just big deep breath it's the first time I smiled in a while [Music] good the river rock in has come a long way from where we started the ones filthy in is now clean and Ken the owner has seen the error of his ways I apologize I never wanted to suck the life at any of you but before this place is ready to welcome guest the staff need to understand the true meaning of hospitality this place is definitely on the road to recovery but I think this team needs some training so I've asked a very special friend rames sedani from Caesar's Palace so can actually show them how it's done hi Gordon good to see you how are you well D than how are you I'm great please take a seat it's so nice to see you it's great to see you so the customer focus is critical isn't it very much and in your mind what are the golden rules on in the first 60 seconds you have to approach your guest with a big smile on your face because that just opens all kinds of doors find little ways to to make a lasting impression on that guest and let them know that their comfort and their enjoyment is your primary objective it sounds simple but it's not that simple is it if you practice all the basics the rest of it will just fall into place it has to be natural people know when you're not being sincere the good news is the team here you know their heart is in the right place but they are clearly lacking training the owner doesn't smile that often so okay all right let me go get the team okay thanks for mesh Kenny we got someone U very special I want to introduce you to please come through I'd like to introduce you to a very uh very dear friend of mine please my name is rames rames very nice to meet you he's from Caesar's Palace he's flown in from Vegas I asked raes to come and teach you how to greet customers holy Mel he's a guy that runs Cesar's Palace coming to teach my staff how lucky of a guy am I he's here to help you and to show you within 60 seconds of those guests arriving through that door what we need to hit First Impressions go wrong they never forget it okay why don't we have a look at what they normally do stop straight away and we restart okay okay stop as soon as you see a guest coming through there you can come out here and reach for the door open the door and have a big smile on your face it look like you just lost your arm here we go [Music] bollocks okay put a lot more into it okay it's got to be good afternoon it's great to have you here welcome it was kind of hard I'm going to work to get better at greeting people good afternoon nice to have you here welcome to the river rock in thank you very much stop before he extends his hand out to you you should have extended your hand out to him I feel like I'm being yelled at by a drill sergeant you're out on the stairs Karan your turn you have an incredible smile I was a little nervous Gordon's in the back and he's chanting you know you can do this you can do this you know and give it a pep talk here we go good afternoon I'm Karen Welcome To The River Rock good afternoon my name is James San Filippo I'm here to check in welcome Mr San Filippo come right this way I see that you'll be staying with us for the next week yes ma'am possibly more of of course that would be wonderful uh we have you staying in our KingSize room which is on the second floor absolutely lovely room with a pretty view out the front of the house so that's a nice place to bit nice finally amazing Karen is a superstar she really is that was very well done Gordon helped me realize that I have people that I can rely on and instead of being the Hands-On owner I should be more of the overseeing owner which I really need to be very well done very [Music] well now that REM has taught the staff how to make the right first impression I'm going to try and help Ken boost his self-esteem which will make him a much better inkeeper Ken meet Barbie Barby me Ken pleased to meet you nice to meet you I've flown in Barbie hatch a Hollywood stylist to give him a new look this one's a little bit too big for you a different shirt maybe while Barbie gets to work on transforming Ken I want to check out the Inn's website and see if that's also in need of a makeover okay this is supposed to be the Wi-Fi chair and I can't even get any signal [ __ ] [ __ ] one bar there's amazing competition in this town so in order to stand out and sort of be somewhat different you do need a great website my goodness the opening page on the website looks as old and frumpy as the interior of the bedrooms I mean so dated it's like it's been put together on a $20 budget shocking he obviously doesn't realize that 80% of hotel bookings are done online today so if you've got no decent website to follow then you're absolutely screwed uh come back to me signal let's see it's great it really works you don't have to put on a park it just throws around your neck you're done let's do it thank you so much you're so welcome Ken's makeover is finished and I'm going to take him out on the town but first let's see what his staff think your new inke keeper very very nice yeah yes very handsome scar let's [Music] go I'm taking Ken to a local bar I think that meeting the right girl will give him a great confidence boost the sort of positive energy that will light up the river rock and make Ken a pleasure to deal with quite a lively little place take a seat how Dapper does Kenny look he does doesn't he Thank you new new new very good how could that man still be single sing Kenny single oh we got to find you a mil we do know Ser really do invite her for dinner tomorrow tomorrow at River Rock in yes tomorrow night oh yes relaunching tomorrow launch tomorrow night going to be awesome so can we have a little toast to Kenny finding a girlfriend girlfri to Kenny come on girlfriend it was it was really great Eagle boost I felt like the king boy he really set me up thank you very much if I fail now I'm really a loser big day tomorrow see in the morning best FES good night thank you good night honestly I've never seen a man change so much um let's just hope he's not late for breakfast in the morning cheers to cheers to K Sal [Music] ladies my design team worked through the night to transform Milford Pennsylvania's River Rock in and now it's time time to reveal the changes to Ken and his team good morning good morning how are we very good good Seth how you feeling great great excellent all of you this week have really put so much effort into get this in back on track so I'm greatly appreciative for your efforts it's only fitting okay that we start the relaunch with a proper sign take a look at this it's not the old sign from the old restaurant it's a beautiful sign River Rock in and restaurant the best food and lodging in the pokka how cool is that that's very cool does it look nice beautiful it's wonderful thank you okay ready to go inside yeah excited let's go come through are you ready it's a beautiful place to live and stay oh my not a place you got to come and die Beau first off we have a stunning color on the walls gone is That Hideous paper so now it's in keeping with a rustic charm and all the bugs are gone too the changes are just incredible I'm I'm a bit overwhelmed by them I'm Blown Away totally Blown Away we replaced that dinosaur TV with a new flat screen guess what it works okay replacing the mattresses stunning linen oh my goodness new table lamps and guess what gone are spunk stains Karen the only Milky Way from the skies above yes Karen it's what do you think I I think it's absolutely beautiful it's still a country in but it's a country end of the year 2012 let me show you the room next door please this is incredible this is just amazing Gordon just did wonders here oh by the way what I've updated your router okay so you can have Wi-Fi in in the room inside the room oh my God how cool is that amazing hello I'm Blown Away you're Blown Away Blown Away excellent oh wow please come in wow look at this come in come in come in when I first arrived the checking was so confusing now the guests come in they sit down we offer them A coffee glass of water and then we'll go to actually booking them in [Laughter] online how cool is that that is amazing now how much do you spend on linen a month a fortune a fortune underneath tablecloths you had these stunning natural tables which were just been hidden at a ridiculous expense focus on the linen upstairs in the room before Gordon was here I just had a restaurant now I have an inn I have a destination I can't wait I'm looking forward to the relaunch tonight we're going to have a lot of fun you like it thank you yeah you like it man with a new decor and R's expert training tring hello welcome to the river rock I'm Karen along with a newly inspired Ken nice to see you how you been enjoy your dinner thank the river rock is in a much better place time to go when I got here Ken honestly that guy was a hopeless inkeeper almost like someone had given up but yeah we've turned him around it's almost like he's sort of he's got his mojo back and now a river rock has every chance of succeeding I tell you what I've seen a lot of Skies but not quite white a Milky Way like that [ __ ] me as I prepare to leave guests are arriving for the relaunch and I noticed some familiar faces from the bar last night and as promised they've brought a friend how are you my Dy nice to meet you she's going to meet oh you're the D have a little peep have a little peep have a little peep First Impressions he looks cute looks cute ni I can feel a good night coming on [Music] Joey I need three onion soups two fish cakes and fish fingers with Ken trusting his staff and not micromanaging he's able to spend more time on the floor salute my friends leaving time to charm the mil of Milford hello how's everyone tonight welcome and this is hi very nice to meet you pleas nice to meet you follow me Voice come on wake up I was excited to see them she was very pretty I look forward to talking with her here we go ladies I thank you so much salute my first impressions of Ken he looks cute U very gentlemanlike we see how the night goes salute ladies thank you very [Music] much the Inn is buzzing and Ken has invited some very special guests to see the place at its best and this is my brother oh how are you sir likewise good to see you too and my mother hello Madam how are you how are you very well thank you nice to meet you there's no words to express how proud I am of done it upstairs the guests are loving the new rooms and downstairs they're loving the fresh local menu that Chef Seth and I put together really really good really good before I can leave there's one last thing I need to take care of I have your cell number please not for me for Ken come on thank you amazing listen thank you so much for coming tonight I really appreciate thank you Ken come here okay now how you feeling I feel wonderful honestly at the beginning of the week I thought you going to sort of almost I suppose fall to the Wayside but you bounc back and I'm grateful for that thank you I'm grateful for you oh and one more [Music] thing give sell number it's for you can't have a better wingman than Gordon Ramsey holy [ __ ] he gave me her number it's in my pocket no more sticky notes nothing let them do it yeah okay I love you this is the greatest thank you so much Gordon made me realize that I should be less of the Hands-On owner who can't see the forest Through the Trees from here on I'm empowering my staff to make their own decisions and I'm going to support them no more micromanaging for me what a week what a Galaxy [ __ ] me one potato two potato one potato two potato