Hotel Hell (2012) s03e04 Episode Script
Town's Inn, Part 2
1 [train whistle blows.]
(Gordon) I traveled to Harpers Ferry, West Virginia, a small, beautiful town outside of Washington, D.
C.
That is where I met Karan Townsend Good morning, welcome.
- Nice to see you.
- I'm Karan Townsend.
Karan, good to see you.
(Gordon) A woman who has a wacky way of running a hotel, which is also her home.
Let me tell you, I never expected to see the things I saw.
Oh.
[bleep.]
Wow, a bit dusty.
- (Gordon) Do you sell these? - We do.
(Gordon) A convenience store, complete with hideous dolls in the dining room.
(Gordon) What is that? (Karan) These are my famous baskets.
(Gordon) There were baskets everywhere, including ones with bugs in them that were even up for sale.
- (Karan) That that's private.
- Oh.
(Gordon) I found her clothes locked up in a wardrobe in my room.
It's, like, guns from the Civil War.
(Gordon) The thing with Karan is, the person she trusts the most spends her time painting murals over destroyed walls and disturbing customers, and she's not even an employee.
Didn't you have purple glasses earlier? - Leave them alone.
- (Karan) Okay.
(Gordon) What is she doing to your hotel? - And then - It doesn't go outside.
I mean, it's not a hole to the outside.
You can't just Band-Aid this place.
(Gordon) Karan was so confused to why any of this was a problem, including the food That's a disaster.
Disaster trout.
(Gordon) Which was dreadful.
It looks like a soup.
It was in the fridge, and then they microwaved it from the fridge to the microwave.
(Gordon) Everything was frozen.
(Gordon) You're just hoarding stuff, Karan.
(Karan) This is how much we need.
We keep running out of stuff.
(Gordon) And the kitchen was a disaster area.
(Gordon) Are these TV screens? What are those? (both) Microwaves.
Oh, my God.
Everywhere I turn, there's just junk everywhere.
(Gordon) No organization whatsoever.
(Gordon) You're boiling a burger.
Why aren't you cooking it from fresh? We make them ahead of time.
(Gordon) After learning the burgers were boiled, I honestly thought it couldn't get any worse That's the rotisserie chicken.
You get it from the freezer? Disgusting.
(Gordon) But then I saw the frozen store-bought chicken that was being microwaved.
That is the worst thing I've seen so far.
I'm done.
(Gordon) And I had to stop the madness.
I'm so sorry, but you as customers deserve better.
You're not gonna act responsible for it? I will.
We're shutting it down.
[dramatic music.]
(Gordon) As my journey continues at Town's Inn, the staff has finally had enough.
Gordon, this is the worst restaurant I ever worked in in my life.
(Gordon) I need Karan to start opening her eyes, because my time is running out to help her.
You don't even think there's a problem.
That's what worries me.
The practices are so bad.
I'm just so [bleep.]
fed up! You have to take responsibility.
I'll do what I can do.
Look at this [bleep.]
.
Look at this! [dramatic music.]
[indistinct chatter.]
You're gonna tell me that this is a good chicken? (Karan) I've eaten it, like I said, yeah.
This is crazy.
You cannot go to the store and buy stuff and resell it.
You cannot.
Are you aware of what you're doing? Do you actually care? Yes, I do.
You do care.
Which part of this hotel do you care? Every part.
This is how delusional you are, that this is a good chicken.
What's in this one here? - Stuff that we - Microwave.
Re-cook.
Yes, yes.
What's that? Eggplant.
So everything's just reheated in the microwave? (both) Yes.
We're in danger of being shut down by the health authorities.
I'm sorry, folks.
Basically, I take responsibility.
I'm sorry.
I'm very ashamed, and I am fed up from not being heard.
It doesn't matter what I say, Karan is gonna do what she want to do.
(Gordon) What's going on? Gordon, I'm just I don't have no help, man.
I told her, she won't listen.
[dramatic music.]
(Gordon) You can't perform like this.
I can't, I-I can only I can't.
- You can't, you just - I can't.
It's you're gonna get [bleep.]
arrested.
I will get arrested, put in jail for killing some-damn-body.
I [scoffs.]
Gordon, this is the worst restaurant I ever worked in in my life.
Practices are the problem.
- Right.
- The sort of the way that everyone's walking around in denial.
They are, but I'm not.
But there's no standards, though.
You're not maintaining a level that they deserve.
Yeah, I know that.
I know that, Chef.
So why have you become like a zombie and following her motions? I'm not, I'm trying to fix it.
Have you given up? No, I have not given up.
I have not given up.
You're just as bad as she is if you don't put your foot down and say no.
I tell her no.
"No, no, no, no, no, no," and she keeps on doing it.
Someone needs to draw a line.
I have drawn a line.
It doesn't matter.
I can only do so much, Gordon.
This is not my place.
My apologies, ladies and gentlemen, so sorry.
Sorry.
What a joke.
[dramatic music.]
(Gordon) Have you seen any of this stuff going on here? Do you have any idea what's going on? What's this? Pre-cooked bacon.
Precooked from when? It's dated, they do it every day just about, right? No, they don't.
When was that cooked? That's not today.
If they did honestly, let's see what it says.
10/31.
We're in November the 6th now.
This is insane.
Look at that there.
Don't you drain that, or it just sits there in its blood? And in here? That's all freezer.
- [freezer grinding.]
- Bloody hell.
What is that? What's that noise? That's the fan.
What a nightmare.
[sighs.]
Karan, you've got no idea that this is going on like this? What is that in there? That's dish water.
(Jeff) No, there's french fries in there.
Fries? Why is the water so dirty? Nobody didn't change it.
(Gordon) Sorry? Nobody didn't change it, sir.
But you're cooking fries in there tonight, in that water.
I saw them fill up the fryer twice.
It sucks.
(Gordon) Where'd you get the ham from? She bought it at the store.
Holy crap.
It's a spiral cut.
They cut it and put it in here, and then use it for side of ham for breakfast.
When was the last time this was cleaned? Last year when I cleaned it, Chef.
Last year when we cleaned the oven.
We're in November.
[dramatic music.]
- Last year? - Yes, sir.
I asked Karan, I said, "Karan, we need to shut down so we we got to do maintenance.
" Look at the mess.
Why have you let it go like this? I didn't know that they were doing things that were not - Karan, you - That proper.
No, but listen to me, Jeff.
Just stop [bleep.]
the guy, okay? Let's tell him the truth here, okay? I asked for some new equipment.
I can't get no new equipment.
Why not? I've been here for four years.
I've been asking for new equipment.
I can't work with this [bleep.]
here, look! Look at that.
[bleep.]
pissed.
I been asking for the I asked for new equipment.
How long do you think [bleep.]
gonna last? It ain't gonna last forever.
I'm just so [bleep.]
fed up with every damn thing! I can't get no help.
Me and Jill pulled you out of this, and now I ask for some help for some equipment, and you can't spend on it, but [scoffs.]
But this is working and that's working.
Look at this [bleep.]
.
Look at this! [bleep.]
! Tired of the damn lying.
[dramatic music.]
I'm just so [bleep.]
fed up with every damn thing! Look at this [bleep.]
.
Look at this! [bleep.]
[bleep.]
Tired of the damn lying.
You can't expect to work in this.
Are you greedy with the money? I'm in debt.
I'm barely breaking even.
Let's get real.
(Gordon) They're at their wit's end.
They're done, they're finished, - and they're a spent force.
- Yeah.
I been cooking for 20 years, and I never had this problem! We have to step up.
I mean, look at the kitchen.
It's atrocious! Look at this here, would you work in this? I do.
[laughs.]
It's all funny with you.
- No, it's not funny, but - I do, I laugh.
Look at the mess.
I can't do it all.
You own this place.
But I delegated the restaurant to them, and then But Karan, the bottom line is, you have no idea how to run a restaurant, and all you're doing now is blaming the staff you put in there.
No, no, I'm just No, but they're taking the heat, and your problems aren't their problems, but they become their problems, because look at the mess.
Well You don't even think there's a problem.
That's what worries me.
The practices are so bad.
That's why I try to say, "Why's it got this bad?" You have to take responsibility.
You're ignorant, oblivious, and delusional.
I'll do what I can do.
It's not good enough.
I'm going to my room.
- Excuse me.
- I've seen enough [bleep.]
for one night.
Oh, man.
[bleep.]
(Jill) Thank God somebody else sees it other than us.
This is what we deal with on every day, it's nothing dif I lost my damn hat.
It's in there, I'll find it.
I know where you threw it.
You know, we could've done this without Ramsay.
- I mean, anybody can - No.
No, not with her not with her I don't have what do I spend on myself? Now, I'm doing the best I can.
I borrowed money and went out and bought more refrigerators.
Then, "Oh, we need freezers.
" I know it, Karan, I know it.
- Why - So don't Why didn't we just tone down the menu? The menu is what you all do.
You could've told me that "These are the things we need to do, and this is why.
" I did tell you.
I will tell you, Jeff, I have no stake in that menu.
I thought that's what you and Jill wanted.
No, that's not it.
I wanted to tone down we We just have to agree to disagree then.
- Jeff - And you get your way.
You work hard, I agree.
No, I'm just saying But over the year, you have averaged 44 hours a week.
No, I'm not talking about that.
And you're paid for a manager.
- No, no, I'm just saying - That's not that many hours.
No, Karan, I'm not talking about that.
- Jeff - Yeah, but tha that's I'm listening, Jeff.
You're not hearing me, Karan.
[dramatic music.]
What a mess.
I mean, one of the worst states of a kitchen, hotel, inn I'd ever seen my entire career.
Also a owner that is delusional, and she's convinced herself that the place is run properly.
Yeah, I'm really uneasy about just being in here.
The smell is appalling.
Everything feels dirty and just and I'm not convinced that even the bathrooms are that clean.
I'll run a quick test.
A quick bacteria test.
There's a communal bathroom there I am uncertain about.
When this thing reads 30, it indicates that it's a sort of a decent level of hygiene basically, it's clean.
Anything over 30, then it gets into the danger zone.
[breathes deeply.]
This is where the smell is really bad, in here.
There's crap everywhere.
It is just so unhygienic.
Undo that.
I just want to doesn't feel clean.
To get a good reading, rub the swab underneath the mat.
The smell under here is appalling.
In these crevices, there's dirt.
That's gross.
That is gross.
It's disgusting.
Snap it, let the liquid go down.
Give that a shake.
Then holy crap.
No, no.
I'm unconvinced that this place is clean.
Everything smells.
It's very difficult for you to indentify the smell, but in here it really stinks.
So just It's just the smell from here there's stains everywhere, and what scares me is the fact that the kitchen took a year to get cleaned.
God knows what this took, so pretty gross.
Now, pop that in there.
I'm unsure when this place was cleaned properly.
In.
Oh, my God.
Karan? Is Karan in here? Karan, just come upstairs, please, two seconds.
Please? Let's go, quick.
(Gordon) Come in.
I've just done a swab test with the carpet.
I told you, the smell is gross.
Anything above 30, you're in the danger zone for unhygienic practices, and it's not fit for customers.
What do think the reading is? - 50.
- 50.
- 60.
- 70.
803? Oh, my God.
(Jill) Oops.
Oops? - Burn it down.
- That's not oops.
- That's "Oh, no.
" - (Gordon) 803.
Wow.
This is just the carpet.
You can't be that bad.
We get a lot of bikers, bicyclists, and hikers, Karan, you're paying $130 to get out of bed and step on a disgusting, stinking carpet.
It smells like there's crap all over the floor.
Probably 'cause there's crap on the floor.
Probably, could be.
What does that mean, "Could be"? My first shift here, you were in the bathroom, and I think you had a accident on the floor on the mat.
I - Oh, my God.
- I mean, yeah.
There have been times when I have had diarrhea, but it doesn't happen very often.
[chuckles.]
No, I didn't realize that there was that problem.
[sucks in air.]
[bleep.]
.
All day, both of you have been in denial.
Not one of you told me about the problems.
Not one of you have taken any form of responsibility.
You were happy to serve that food to me lunchtime.
You were happy to mosey around and piss around on the walls and paint silly pictures.
This is a travesty.
This is shocking.
Your staff knows it, but you two are oblivious.
But the rest of the room is dusted and clean.
- The what? - It's not he's not focus he's not talking about the room.
It's not about the rug, it's not about the food, it's about the whole picture.
Look at the (Sarah) Gage, you're yelling.
Am I not allowed to yell, Sarah? Because someone has to, because you're not.
He's trying here to help us.
Stop being in denial.
It's not about the rug and this perfectly dusted thing.
That this is not gonna make a difference.
The whole picture.
The whole thing.
What are you scared of, Karan, admitting? Well, I'm working 16 hours a day and spending every time and money Yeah, but that's your excuse, you fall back on that.
These are rooms too that I get positive feedback about.
Oh, my God.
I'm serious.
"A lot of pos" There you go again.
No, you can't be that no.
No, I and I wanted these things.
No, I'm out of here.
I am not sleeping in this dump.
I'm done.
[dramatic music.]
I'm out of here.
Oh, man.
(Gage) He can't leave.
I'm not staying in here.
(Gage) Ramsay, don't go.
[dramatic music.]
(Gordon) Karan, this is a travesty.
You're paying $130 to get out of bed and step on a disgusting, stinking carpet.
You're in the danger zone for unhygienic practices, and it's not fit for customers.
We get a lot of bikers, bicyclists, and hikers, Karan.
What are you scared of, Karan, admitting? Well, I'm working 16 hours a day and spending every time and money Yeah, but that's your excuse, you fall back on that.
These are rooms too that I get positive feedback about.
Oh, my God.
I'm serious.
"A lot of pos" There you go again.
No, you can't be that no.
No, I and I wanted these things.
No, I'm out of here.
I am not sleeping in this dump.
[dramatic music.]
I'm done.
I'm out of here.
Oh, man.
(Gage) He can't leave.
(Gage) Ramsay, don't go.
I'm not staying in here.
(Gordon) Is this your office in here? That's my living quarters and my office, yeah.
Your what? I live there.
You live in here? Yeah.
- What? - Let me show you.
What? I saw the office sign on the door, but you live in here? Right here.
This is my bed.
I just sleep here.
Like this.
Are you kidding me? Every night you sleep in here? Yes.
Is there a mattress there? No, it's just quilts cover on sheets.
You sleep on a board.
Mm-hmm.
In the winter I could go upstairs, but I choose not to.
I choose to stay here.
And which bathrooms you use, and shower and bath? I use the ones upstairs.
Mm-hmm.
What's the room next door there? Oh, that's the beverage area, and then beyond that's the kitchen.
The beverage area? Mm-hmm.
The keg is right on the kegerator is right on the other side there, and then that's the beverage area right there.
That's the oh, my God.
In fact, I sort of sleep in the kitchen.
This is crazy.
I love it here.
There's no place in the world I would rather be.
You're not doing one thing right.
You have lost it completely, and you've convinced yourself, in amongst the chaotic mess that you live in, that it's all right.
It's not, it's absurd.
This is no way for a lady to sleep and live and eat.
You shouldn't be living in a kitchen.
There's not even a fan or an air conditioned room, and it's a tiny cubby hole That's true.
Yeah.
Cluttered with your junk.
Are you okay? I think so.
I mean This is not normal.
Well, what's normal in What's normal? Seriously.
I can't even start to think about helping you when you're in such denial.
Mm.
What the [bleep.]
.
(Gordon) The next morning I woke up not wanting to give up on the Town's Inn, seeing how bad the kitchen was and learning that it wasn't cleaned for over a year.
I hired a professional cleaning crew to not only de-clutter But to scrub down the kitchen as well.
(Gordon) Crap everywhere.
[knocking at the door.]
- [bell dings.]
- Good morning.
Uh, morning.
I don't know about being good.
Well, could be better, could be worse.
Yes.
So were you sleeping? Uh, I was I've got a headache.
I don't know why.
You've got a headache.
Yeah.
I've had a headache since I've arrived.
I'm still unconvinced where I'm going with you and this business.
However, I want you to do something.
All right.
Something that you haven't done properly in a long time.
Take that.
Yes? And start packing.
Uh, where am I gonna go? I'm not messing around.
I haven't got time to mess around.
Okay, but where Don't worry about that, I just want you to start packing up.
All right.
Quickly.
[playful music.]
I've got enough boxes.
Oof.
I'm moving fast.
You know how important this is, yeah? I do.
No, I Time is of the essence.
I need you to start packing.
And I'm I'm starting.
Start packing quickly.
(Gordon) I'm worried about Karan not listening to me, and I don't think she realizes just how bad the business really is.
I reached out to her son Jason, the majority owner of the inn, who has the most to lose if Karan fails to turn it around.
Jason, how are you? I'm doing well, thanks.
Yourself? Yeah, very well.
Jason Townsend, nice to meet you.
Likewise.
Take a seat.
First of all, what a beautiful place.
Yeah, it really is.
- I mean, gorgeous.
- Yeah.
I've fallen in love with this area beyond belief.
Unfortunately, I haven't fallen in love with the inn.
I'm shocked at the setup and what's happening to your mom currently.
Do you have any idea how bad it is? Think I have a sense, but obviously, I'm not here on a daily, regular basis, so don't appreciate the in-and-outs of it.
Yeah.
She's in denial.
I'm trying to explain things to her in a very calm way, and she's just refusing point blank to understand the logic.
I think her vision has been both her blessing and her curse in the sense of it's what's allowed her to drive through this and persevere, but it's also what puts her in denial.
Have you seen where she sleeps? Yeah.
Does that make you feel happy? Not at all, not at all.
I mean, we bought this with two main motivations to let her develop this inn business, but also have it as grandma's house, and it's not.
We went into this looking at it as obviously, we want it to be some type of investment, but we didn't have a particular game plan beyond just rent out the space to Mom, and we want to see it do well, not just to make money, but so that she really can have a life here.
It's just been triage since day one.
- That's no way to live.
- No.
Has this become a burden on your family now, or Yes, it has, it's because we're concerned for her.
It it's a financial burden.
This lady wasn't your mother and she was renting from your property, you'd be a lot more severe in the way that place has been handled.
We all bought this in part with our hearts and not just our heads, and it's that balance between wanting to respect her desires to make this business what she wants it to be, but also realize that if it's not gonna be a profitable business and if there's gonna be a cost, not just financially but physically and emotionally, we need to we need to shut it down.
This is your mom.
You know, this is not a cousin or niece or nephew, this is your mom, so she needs to hear that.
It's affecting you personally, financially, and could drag your family down.
You're not her safety net.
Yeah.
I need you to have a word with her and how we're not prepared to move forward unless she's gonna commit to change, and I'm talking long term change.
Mm-hmm.
She needs help, and she needs help urgently.
[rhythmic music.]
[train whistle blows.]
Oh, my, I think I overloaded this one.
(Gordon) After spending time this morning with Karan's son, we both agree, in order to the business to succeed, he needs to confront his mom that a major change needs to happen.
Well, Karan, first of all, I spent this morning catching up with Jason.
(Karan) Oh, okay, good.
And just trying to get him up to speed with what I've been discovering.
Mm-hmm.
You know I'm not happy, and I think deep down inside that you can't be happy in this current existence, so I want you to listen to Jason.
As you know, we've been talking a lot about what's going on here, why we're here Mm-hmm.
What we want with the business.
You're my mom, but you're also my tenant, and so I have two main goals and objectives with this place, and one is a financial one Mm-hmm.
For your sake, for my sake, for our family's sake and then my second objective is to encourage and support you and your life.
You're not just an innkeeper, you're my mom, you're a grandma, and for us to enjoy all of those things, we have to, I think, make some changes here.
It's not sustainable financially, emotionally, and physically.
I just don't see the business in such a negative light as you do.
I look out my window But you realize most people do, yeah.
I-I look out my window, and there's the Potomac River and the train station You can't see out the window, my darling.
Oh, I can.
The place is full of junk no, no, no, I mean Uh, there okay, fine.
But even the bags of clothes yesterday and now the boxes of clutter, people don't live like this.
You you have to get out of there and you have to start living your life completely different to what you've been doing.
I'm not here for three months, Karan, I'm here for a short time to give you everything I've got to get this place fixed, and if you can't listen to Jason and you're not prepared to listen to me, I'm not asking you any longer We're all working for the same goal here.
Yeah, I'm listening.
Mm-hmm.
I'm telling you, it needs to stop.
For your sake, for my sake, for our family's sake, I can't keep renting the house out to you if we can't get a business that is consistently profitable.
The place is in jeopardy, and there's not one element functioning properly, and your business is gonna take Jason's family down if you don't sort this out.
[dramatic music.]
Um I don't want to burden my children at all so that is something that is high priority for me.
But you have to come to terms with yourself that it's broken, it's wrong, and you have to change.
And I'm willing.
Whatever you propose, I'll try.
Otherwise, it's game over.
Let's move forward.
I'm agreeing to help, I'm gonna put a plan in place, but you can't continue the way you're doing.
You know that.
- Thank you, Jason.
- Thank you, Gordon.
Thank you.
Do you know what his plan is? I have no idea.
(Gordon) After Karan packed up her belongings, I had my team start the renovation process, while I found a place close by for Karan to move into.
Hi, Karan.
Are you well? I'm very well, thank you.
Good.
Let's step aside.
There's something I'd like to show you.
All right.
Come in, please.
What a lovely place.
Do you like it? I do.
What do you like about it? Um, well, it's not cluttered.
[laughs.]
It's not cluttered, is it? Yes, I like that.
When I saw where you've been living for the last 12 months Mm-hmm.
I was appalled.
You shouldn't be going to bed on a piece of wood.
I know.
You shouldn't be doing that.
If you're gonna make a change, then you have to step back.
I understand.
And I mean step back from the business.
That means giving yourself some space.
So I've done something, and I'm paying for it out of my own pocket, and I've rented this space for you for the next couple of months two months.
Two months, okay, that's great.
Two months.
Give yourself a break.
You can relax, watch a bit of TV.
I haven't had a television since 1993, so this is really a big change, yeah.
- So - Since 1993.
Even if you're not gonna watch TV Mm-hmm.
Read Oh, that I can do.
Relax, and just take in the view, and if you decide to move back in there and you convert one of the rooms and it's got an en suite bathroom, that's all fair and well, but then That's a good point.
You need to separate the difference, not in a box.
I like this.
I feel comfortable here.
Have a look upstairs.
There's a beautiful bedroom there and a full-size bed.
All right.
There's a en suite bathroom and I see, yes.
A wardrobe to yourself.
A big bathroom.
Very nice.
I could go to sleep right now.
Wake me up in two hours.
[chuckles.]
We've got work to do.
Oh, okay.
All right.
That was comfortable.
Karan, you need to you need to start thinking about being a boss, being an owner.
With that comes certain responsibilities.
What is like for you to be an owner? What's the importance? The important thing was serving the guest and trying to nurture a good relationship with my employees.
Right, that means setting an example, yes? Yes.
And being the face of the inn.
- Yes.
- Right.
What do you think is the most important thing about being the face of a business? Having a presence.
Yes.
Standing out like an owner.
Okay.
You need to walk this historic town looking like an innkeeper, polished.
Okay.
Now I feel bad about asking a lady to glamorize herself, so I'm not trying to be detrimental, it's just Okay.
I'm gonna send you off for a makeover.
Okay.
When was the last time you went and had a facial, got your hair done, and bought a new dress with a bright color? I don't think I've done that since I was 13 years old.
When was the last time you went for a blow dry? Never.
I mean, I-I have a blow-dryer, but I never go to a salon.
- Right.
- Mm.
When was the last time you had your nails done? Never, mm-mmm.
Never? Correct.
That was never a priority for me [sighs.]
No, I'm gonna But you're teaching me something, yeah, okay.
But we're gonna make it we're gonna make it a priority, because it's about you.
It's a business, you have to front it, and that that comes with an image.
Yeah.
I'm glad you're up for change.
I want you to feel better.
I want you to enjoy your life.
I want you to appreciate what your team can do for you, and hopefully, just break the mold a little bit.
100%.
You're happy with this? I'm ready to enjoy it.
Mm-hmm.
Good.
- Thank you so much.
- Thank you.
I have a security deposit here, so it's a rental.
- Okay.
- No murals.
- All right.
- Yeah? We'll leave it the way we found it.
Thank you.
See you shortly.
- All the best to you.
- Yeah.
Do you want me to turn on the TV for you, or not? Not yet.
[laughs.]
I'm gonna take this one step at a time.
YouTube? I've seen a few things on YouTube, yeah.
Right.
Instagram? Never, but my granddaughter is teaching me.
Selfie? Taking a picture of myself? Oh, never.
Uh-uh.
Tinder? I don't even know what that is.
[laughs.]
Welcome to the dark ages.
- [laughs.]
- Enjoy.
[upbeat music.]
(Gordon) This was one of the toughest makeovers my team has ever taken on.
We had not only moved Karan out of the Town's Inn, but packed up all her clutter before transforming the space.
Good morning.
How are you feeling? - (all) Excited! - (Gordon) Excited.
The sun is shining.
There seems to be a new, bright breath of fresh air on the Town's Inn.
We're missing somebody.
- Karan.
- We are.
She's been busy over the last 24 hours.
I'm hoping you notice a change.
(woman) Oh, my God.
- Aw, look at her! Yay! - Oh! - (woman) Oh, she looks beautiful.
- [applause.]
I don't even dress like this to go to church, do I? [laughter.]
Now somebody's looking like an owner of an inn.
- (both) Yes.
- (Gordon) You look amazing.
For someone with an Amish/Mennonite lifestyle, probably yeah, I look radically different.
[laughter.]
You look amazing.
She looks so different.
Karan, you look good, really good.
Are you ready to go inside? I've been dreaming of this moment, so yeah.
Right, follow me.
Let's go.
Come on, all of you.
- [gasps.]
- Oh, my God, yay! - Wow! - [all cheering.]
(woman) Oh, my goodness.
(Karan) It's beautiful.
(Gordon) What's missing? My bed.
(Gordon) Karan's bed.
[all chattering and laughing.]
(Gordon) Isn't this what a inn should look like? (all) Yes.
(Gordon) A tiny, little convenience store that is bright and modern and everything is on view.
And even if you're not staying in the inn, guests will come in and buy stuff.
You can sell stuff properly.
It's a proper little boutique.
I'm overwhelmed.
I'm It looks amazing.
Amazing.
Wow! What Gordon has done is phenomenal.
The store here looks great.
It's like walking into a whole nother place.
- Please.
- All right.
- Whoa! - Come on through.
Gone is the dust.
- (Karan) Well done.
- (woman) Oh, my goodness.
- (Karan) Well done.
- (woman) Look at that! Beautiful design, beautiful.
(Gordon) I walked in this dining room, first off, it was dreary and laden with junk, and now we have a proper dining room.
(Jeff) Yes.
Oh, lovely.
Look at the all day menu.
The menu hangs on the wall, is written daily I love it.
According to what you've got available, Jeff.
(Jeff) Yes.
(Gordon) And when we run out, we run out.
We tear it off and we start again.
You turn around, you'll see the custom artwork on the wall.
Please do not paint over that.
I will not.
I will promise you.
Promise me.
No problem.
I love it! That's the only mural we need on the wall, just that.
[laughs.]
- Enough is enough.
- (Jeff) Yeah.
Right, you ready to see upstairs? - Yes.
- (Jeff) Yeah.
Oh! As you come up, have a little look at the hallway first, please.
(Karan) Oh, wow.
(Gordon) Gone are the baskets.
Anyone wants to do a little bit of work, little bit of writing can sit here.
- (Karan) Absolutely.
- (woman) Beautiful.
- (woman) Wow! - Jump in.
- Everything's gorgeous.
- Jump in.
- [gasps.]
- (woman) Oh, my goodness! (woman) Oh, my God! (woman) This is the Potomac room? (Gordon) That's right.
(woman) What a vision! (woman) I can't believe it's the same room.
(Gordon) New sheets, new bedding, and a new carpet.
(woman) It's beautiful.
[laughs.]
- Wow! - (Gage) Oh, my God! (Gordon) No more murals on the wall.
We have a nice, stunning wall.
(Sarah) I love it.
No more Brillo Pads in the wall, they've gone.
I love it.
You have your very own wardrobe.
(woman) [laughs.]
(Karan) No padlock on it, huh? How nice is that? Yes, you can use a wardrobe.
It is exquisite.
My family thinks I'm so set in my ways that I'm not gonna like any of these changes and I'm gonna go right back to the old way.
I know that's what they're thinking, and they couldn't be further from the truth.
[upbeat music.]
(Gordon) My team has spent the last two days cleaning out the kitchen by getting rid of the microwaves, refrigerators, and freezers.
I've created a much smaller menu that is manageable for the kitchen staff to execute.
(Gordon) Please, take a menu and pass them on.
- Oh! Oh, I love it.
- Wow.
Wow.
Karan, what do you think? Couldn't be more beautiful and appealing.
- Isn't it? - Mm-hmm.
Now let's be real, the kitchen is tiny, so a small, dynamic menu.
As the seasons change, we go through the spring and summer, then we'll increase on a daily special, only according to what business is about, okay? That makes sense.
And so we're not buying unnecessary and we're not adding ten more appetizers and entrées on there just because we want to look busy, no.
Keep it plain and simple.
Keep it plain, delicious, and simple.
Let's go through the dishes.
(Gordon) A High Street Burger.
(Jeff) No water.
[laughs.]
- No water.
- [laughs.]
(Gordon) Beautiful pâté, wonderfully seasoned.
A griddle in there to sear and cook them to order.
Chicken pot pie.
Little modern twist on a salad niçoise, but we've done it with salmon.
Homemade granola.
Seasonal berries.
Cheap and easy to put out of that tiny kitchen.
And then of course, the mac and cheese.
It does not go in the microwave.
What's that? I don't know what's that? Exactly that.
The sports bar microwaves have gone.
- Thank you.
[laughs.]
- (Gordon) Yes? Visually, what do you think? (woman) It's beautiful.
Simple and fast.
And it takes a big load off in the kitchen.
(Jeff) Yes.
And we're not buying frozen.
It's all fresh.
Right, knife and fork.
Have a little taste.
Oh, man, mmm.
That is good.
Oh, my.
That's like Mama's macaroni and cheese.
People will drive from Washington, D.
C.
to come here and eat this way.
(woman) Oh, absolutely.
So good.
(Gordon) Tonight, the Town's Inn relaunches the inn and the restaurant.
Right, how are we feeling? - Good.
- Great! - (Gordon) Are we ready? - Yes.
- (Gordon) Yeah? - (woman) Absolutely.
Tough week, but it's been instrumental.
Let's put this place back on the map, okay? Push the freshness of the menu.
I don't want anybody panicking.
There's nothing we can't do on the menu.
Any issues, we talk about it.
If we talk to each other, we prevent mistakes happening.
If we shut down, things will happen without us knowing.
Karan, anything you'd like to say to the team? Thank you, and I'm looking forward to moving forward.
There you go.
- Thank you, Karan.
- (woman) Oh, that's great.
- Good luck.
Let's go, guys.
- (all) Thank you.
[upbeat music.]
Let me help you down the stairs.
- Thank you.
- Good to see you.
Welcome to the Town's Inn.
I'll get that.
You're checking in, it looks like.
(Gordon) Immediately, the guests see the changes in the dining room and the rooms.
- Yeah, it's beautiful, yeah.
- Very nice.
Wow, look at this.
Ooh, very nice.
Nice.
(woman) I love this bed.
This is pretty nice.
Ooh, look at this.
You get a nice armoire.
Can throw our stuff in here.
How do you like the changes? Looks good.
This is great.
I can definitely say this is way better - than what I last year.
- (woman) Way better.
[laughs.]
This is definitely an improvement, yes.
- Here's to - Cheers.
New restaurant in town.
Indeed.
That's a burger with french fries, a BLT, and a mac and cheese.
Great.
(Gordon) The kitchen is functioning more efficiently with the smaller menu and is preparing the dishes cook-to-order.
And Karan is overseeing the inn as an owner, and successfully treating this place like a business for the first time.
How's everything so far? I heard you like the soup.
The soup is fabulous.
(woman) Order in, please.
I got five minutes on the burger, Chef.
Then we got two orders of fries.
Nice and crispy, the fries, and seasoned beautifully, yes? Yes, sir, Chef.
(Gordon) Well done.
That is outstanding.
So now we have a place to come in the wintertime.
Good, so you're gonna come back? Yeah, we're locals.
What does it mean, a small little local bistro to the town? How good is that for you? Actually, it's huge.
We need more local bistros like this.
We're really excited to have it.
- Good to see you.
- Good night.
Take care, good night.
Thank you, guys.
- Have a good one.
- Good night.
Good night, thank you.
(Gordon) Take care, good night.
Happy customers.
Wow.
(Gordon) I'm off.
- Thank you, man.
- You're welcome.
Don't lose that passion.
- I won't.
- Yeah? Continue enhancing this kitchen - and stick together.
- Yes.
You're strong together, you two, yeah? - Yes.
We will.
- Okay? Yeah? Thank you, Gordon, I love you.
- [laughs.]
- Love you too, mean, yeah? - Take care.
- We all love you, man.
See you soon, right? See you soon.
Look after each other.
- We will.
- Okay? [upbeat music.]
Tonight proved that this place can work.
The potential is incredible.
The locals are dying to see this place at the forefront of this amazing town.
Yes.
Yes, yes.
- The area is historic.
- Yeah.
Make sure your inn follows down that line.
Karan, I know change is gonna be hard.
I know you're gonna resist, but you cannot afford to go back, you've got to go forward.
I know how much this means to you and I know what kind of jeopardy is at stake if it doesn't work, so think of the consequences.
It's not just you.
- Mm-hmm.
- It's your son, your son's family, and the legacy that you want to continue with.
So, I'm leaving you with all the tools.
- Push forward.
- Mm-hmm.
Promise you're not gonna go back to your old ways.
No, no, this is more fun and more effective, and I just have seen the positive response from everybody.
You did the groundwork here, so thank you.
Thank you.
You have an amazing inn, okay? Yeah.
Amazing location, beautiful village.
Do not move those clothes back in from Lamont's basement.
- I promise.
- Get rid of this stuff.
Let it fly off the shelves, and start getting this place back on the map, and enjoy that lovely little cottage.
Take time out and spend time with the grandkids and just let the business breathe.
Yeah.
- Promise me.
- Yes.
Promise? I promise, yes.
Pinky? All right.
[laughs.]
(Karan) Gordon's visit has been extremely educational.
This is good, this is right, this is what it should be.
Thank you.
Oh.
[laughs.]
I want the inn to be successful and I think it will be now.
Take care now.
- Thanks, Karan.
- Good night.
Wow.
[chuckles.]
- (Gage) That's it? - That's it.
- [both laughing.]
- [sighs.]
Wait, come back! [laughs.]
Come back.
Oh, I don't want to see him go.
He's gone.
[laughs.]
[upbeat music.]
(Gordon) Since my visit, Karan has continued to lease the house I had previously rented for her and has been listening to her staff to make positive changes.
That is awesome.
(Gordon) And her son Jason has gotten involved with the business to help Karan meet their goals, and both are happy to report business is heading in the right direction.
(Gordon) I traveled to Harpers Ferry, West Virginia, a small, beautiful town outside of Washington, D.
C.
That is where I met Karan Townsend Good morning, welcome.
- Nice to see you.
- I'm Karan Townsend.
Karan, good to see you.
(Gordon) A woman who has a wacky way of running a hotel, which is also her home.
Let me tell you, I never expected to see the things I saw.
Oh.
[bleep.]
Wow, a bit dusty.
- (Gordon) Do you sell these? - We do.
(Gordon) A convenience store, complete with hideous dolls in the dining room.
(Gordon) What is that? (Karan) These are my famous baskets.
(Gordon) There were baskets everywhere, including ones with bugs in them that were even up for sale.
- (Karan) That that's private.
- Oh.
(Gordon) I found her clothes locked up in a wardrobe in my room.
It's, like, guns from the Civil War.
(Gordon) The thing with Karan is, the person she trusts the most spends her time painting murals over destroyed walls and disturbing customers, and she's not even an employee.
Didn't you have purple glasses earlier? - Leave them alone.
- (Karan) Okay.
(Gordon) What is she doing to your hotel? - And then - It doesn't go outside.
I mean, it's not a hole to the outside.
You can't just Band-Aid this place.
(Gordon) Karan was so confused to why any of this was a problem, including the food That's a disaster.
Disaster trout.
(Gordon) Which was dreadful.
It looks like a soup.
It was in the fridge, and then they microwaved it from the fridge to the microwave.
(Gordon) Everything was frozen.
(Gordon) You're just hoarding stuff, Karan.
(Karan) This is how much we need.
We keep running out of stuff.
(Gordon) And the kitchen was a disaster area.
(Gordon) Are these TV screens? What are those? (both) Microwaves.
Oh, my God.
Everywhere I turn, there's just junk everywhere.
(Gordon) No organization whatsoever.
(Gordon) You're boiling a burger.
Why aren't you cooking it from fresh? We make them ahead of time.
(Gordon) After learning the burgers were boiled, I honestly thought it couldn't get any worse That's the rotisserie chicken.
You get it from the freezer? Disgusting.
(Gordon) But then I saw the frozen store-bought chicken that was being microwaved.
That is the worst thing I've seen so far.
I'm done.
(Gordon) And I had to stop the madness.
I'm so sorry, but you as customers deserve better.
You're not gonna act responsible for it? I will.
We're shutting it down.
[dramatic music.]
(Gordon) As my journey continues at Town's Inn, the staff has finally had enough.
Gordon, this is the worst restaurant I ever worked in in my life.
(Gordon) I need Karan to start opening her eyes, because my time is running out to help her.
You don't even think there's a problem.
That's what worries me.
The practices are so bad.
I'm just so [bleep.]
fed up! You have to take responsibility.
I'll do what I can do.
Look at this [bleep.]
.
Look at this! [dramatic music.]
[indistinct chatter.]
You're gonna tell me that this is a good chicken? (Karan) I've eaten it, like I said, yeah.
This is crazy.
You cannot go to the store and buy stuff and resell it.
You cannot.
Are you aware of what you're doing? Do you actually care? Yes, I do.
You do care.
Which part of this hotel do you care? Every part.
This is how delusional you are, that this is a good chicken.
What's in this one here? - Stuff that we - Microwave.
Re-cook.
Yes, yes.
What's that? Eggplant.
So everything's just reheated in the microwave? (both) Yes.
We're in danger of being shut down by the health authorities.
I'm sorry, folks.
Basically, I take responsibility.
I'm sorry.
I'm very ashamed, and I am fed up from not being heard.
It doesn't matter what I say, Karan is gonna do what she want to do.
(Gordon) What's going on? Gordon, I'm just I don't have no help, man.
I told her, she won't listen.
[dramatic music.]
(Gordon) You can't perform like this.
I can't, I-I can only I can't.
- You can't, you just - I can't.
It's you're gonna get [bleep.]
arrested.
I will get arrested, put in jail for killing some-damn-body.
I [scoffs.]
Gordon, this is the worst restaurant I ever worked in in my life.
Practices are the problem.
- Right.
- The sort of the way that everyone's walking around in denial.
They are, but I'm not.
But there's no standards, though.
You're not maintaining a level that they deserve.
Yeah, I know that.
I know that, Chef.
So why have you become like a zombie and following her motions? I'm not, I'm trying to fix it.
Have you given up? No, I have not given up.
I have not given up.
You're just as bad as she is if you don't put your foot down and say no.
I tell her no.
"No, no, no, no, no, no," and she keeps on doing it.
Someone needs to draw a line.
I have drawn a line.
It doesn't matter.
I can only do so much, Gordon.
This is not my place.
My apologies, ladies and gentlemen, so sorry.
Sorry.
What a joke.
[dramatic music.]
(Gordon) Have you seen any of this stuff going on here? Do you have any idea what's going on? What's this? Pre-cooked bacon.
Precooked from when? It's dated, they do it every day just about, right? No, they don't.
When was that cooked? That's not today.
If they did honestly, let's see what it says.
10/31.
We're in November the 6th now.
This is insane.
Look at that there.
Don't you drain that, or it just sits there in its blood? And in here? That's all freezer.
- [freezer grinding.]
- Bloody hell.
What is that? What's that noise? That's the fan.
What a nightmare.
[sighs.]
Karan, you've got no idea that this is going on like this? What is that in there? That's dish water.
(Jeff) No, there's french fries in there.
Fries? Why is the water so dirty? Nobody didn't change it.
(Gordon) Sorry? Nobody didn't change it, sir.
But you're cooking fries in there tonight, in that water.
I saw them fill up the fryer twice.
It sucks.
(Gordon) Where'd you get the ham from? She bought it at the store.
Holy crap.
It's a spiral cut.
They cut it and put it in here, and then use it for side of ham for breakfast.
When was the last time this was cleaned? Last year when I cleaned it, Chef.
Last year when we cleaned the oven.
We're in November.
[dramatic music.]
- Last year? - Yes, sir.
I asked Karan, I said, "Karan, we need to shut down so we we got to do maintenance.
" Look at the mess.
Why have you let it go like this? I didn't know that they were doing things that were not - Karan, you - That proper.
No, but listen to me, Jeff.
Just stop [bleep.]
the guy, okay? Let's tell him the truth here, okay? I asked for some new equipment.
I can't get no new equipment.
Why not? I've been here for four years.
I've been asking for new equipment.
I can't work with this [bleep.]
here, look! Look at that.
[bleep.]
pissed.
I been asking for the I asked for new equipment.
How long do you think [bleep.]
gonna last? It ain't gonna last forever.
I'm just so [bleep.]
fed up with every damn thing! I can't get no help.
Me and Jill pulled you out of this, and now I ask for some help for some equipment, and you can't spend on it, but [scoffs.]
But this is working and that's working.
Look at this [bleep.]
.
Look at this! [bleep.]
! Tired of the damn lying.
[dramatic music.]
I'm just so [bleep.]
fed up with every damn thing! Look at this [bleep.]
.
Look at this! [bleep.]
[bleep.]
Tired of the damn lying.
You can't expect to work in this.
Are you greedy with the money? I'm in debt.
I'm barely breaking even.
Let's get real.
(Gordon) They're at their wit's end.
They're done, they're finished, - and they're a spent force.
- Yeah.
I been cooking for 20 years, and I never had this problem! We have to step up.
I mean, look at the kitchen.
It's atrocious! Look at this here, would you work in this? I do.
[laughs.]
It's all funny with you.
- No, it's not funny, but - I do, I laugh.
Look at the mess.
I can't do it all.
You own this place.
But I delegated the restaurant to them, and then But Karan, the bottom line is, you have no idea how to run a restaurant, and all you're doing now is blaming the staff you put in there.
No, no, I'm just No, but they're taking the heat, and your problems aren't their problems, but they become their problems, because look at the mess.
Well You don't even think there's a problem.
That's what worries me.
The practices are so bad.
That's why I try to say, "Why's it got this bad?" You have to take responsibility.
You're ignorant, oblivious, and delusional.
I'll do what I can do.
It's not good enough.
I'm going to my room.
- Excuse me.
- I've seen enough [bleep.]
for one night.
Oh, man.
[bleep.]
(Jill) Thank God somebody else sees it other than us.
This is what we deal with on every day, it's nothing dif I lost my damn hat.
It's in there, I'll find it.
I know where you threw it.
You know, we could've done this without Ramsay.
- I mean, anybody can - No.
No, not with her not with her I don't have what do I spend on myself? Now, I'm doing the best I can.
I borrowed money and went out and bought more refrigerators.
Then, "Oh, we need freezers.
" I know it, Karan, I know it.
- Why - So don't Why didn't we just tone down the menu? The menu is what you all do.
You could've told me that "These are the things we need to do, and this is why.
" I did tell you.
I will tell you, Jeff, I have no stake in that menu.
I thought that's what you and Jill wanted.
No, that's not it.
I wanted to tone down we We just have to agree to disagree then.
- Jeff - And you get your way.
You work hard, I agree.
No, I'm just saying But over the year, you have averaged 44 hours a week.
No, I'm not talking about that.
And you're paid for a manager.
- No, no, I'm just saying - That's not that many hours.
No, Karan, I'm not talking about that.
- Jeff - Yeah, but tha that's I'm listening, Jeff.
You're not hearing me, Karan.
[dramatic music.]
What a mess.
I mean, one of the worst states of a kitchen, hotel, inn I'd ever seen my entire career.
Also a owner that is delusional, and she's convinced herself that the place is run properly.
Yeah, I'm really uneasy about just being in here.
The smell is appalling.
Everything feels dirty and just and I'm not convinced that even the bathrooms are that clean.
I'll run a quick test.
A quick bacteria test.
There's a communal bathroom there I am uncertain about.
When this thing reads 30, it indicates that it's a sort of a decent level of hygiene basically, it's clean.
Anything over 30, then it gets into the danger zone.
[breathes deeply.]
This is where the smell is really bad, in here.
There's crap everywhere.
It is just so unhygienic.
Undo that.
I just want to doesn't feel clean.
To get a good reading, rub the swab underneath the mat.
The smell under here is appalling.
In these crevices, there's dirt.
That's gross.
That is gross.
It's disgusting.
Snap it, let the liquid go down.
Give that a shake.
Then holy crap.
No, no.
I'm unconvinced that this place is clean.
Everything smells.
It's very difficult for you to indentify the smell, but in here it really stinks.
So just It's just the smell from here there's stains everywhere, and what scares me is the fact that the kitchen took a year to get cleaned.
God knows what this took, so pretty gross.
Now, pop that in there.
I'm unsure when this place was cleaned properly.
In.
Oh, my God.
Karan? Is Karan in here? Karan, just come upstairs, please, two seconds.
Please? Let's go, quick.
(Gordon) Come in.
I've just done a swab test with the carpet.
I told you, the smell is gross.
Anything above 30, you're in the danger zone for unhygienic practices, and it's not fit for customers.
What do think the reading is? - 50.
- 50.
- 60.
- 70.
803? Oh, my God.
(Jill) Oops.
Oops? - Burn it down.
- That's not oops.
- That's "Oh, no.
" - (Gordon) 803.
Wow.
This is just the carpet.
You can't be that bad.
We get a lot of bikers, bicyclists, and hikers, Karan, you're paying $130 to get out of bed and step on a disgusting, stinking carpet.
It smells like there's crap all over the floor.
Probably 'cause there's crap on the floor.
Probably, could be.
What does that mean, "Could be"? My first shift here, you were in the bathroom, and I think you had a accident on the floor on the mat.
I - Oh, my God.
- I mean, yeah.
There have been times when I have had diarrhea, but it doesn't happen very often.
[chuckles.]
No, I didn't realize that there was that problem.
[sucks in air.]
[bleep.]
.
All day, both of you have been in denial.
Not one of you told me about the problems.
Not one of you have taken any form of responsibility.
You were happy to serve that food to me lunchtime.
You were happy to mosey around and piss around on the walls and paint silly pictures.
This is a travesty.
This is shocking.
Your staff knows it, but you two are oblivious.
But the rest of the room is dusted and clean.
- The what? - It's not he's not focus he's not talking about the room.
It's not about the rug, it's not about the food, it's about the whole picture.
Look at the (Sarah) Gage, you're yelling.
Am I not allowed to yell, Sarah? Because someone has to, because you're not.
He's trying here to help us.
Stop being in denial.
It's not about the rug and this perfectly dusted thing.
That this is not gonna make a difference.
The whole picture.
The whole thing.
What are you scared of, Karan, admitting? Well, I'm working 16 hours a day and spending every time and money Yeah, but that's your excuse, you fall back on that.
These are rooms too that I get positive feedback about.
Oh, my God.
I'm serious.
"A lot of pos" There you go again.
No, you can't be that no.
No, I and I wanted these things.
No, I'm out of here.
I am not sleeping in this dump.
I'm done.
[dramatic music.]
I'm out of here.
Oh, man.
(Gage) He can't leave.
I'm not staying in here.
(Gage) Ramsay, don't go.
[dramatic music.]
(Gordon) Karan, this is a travesty.
You're paying $130 to get out of bed and step on a disgusting, stinking carpet.
You're in the danger zone for unhygienic practices, and it's not fit for customers.
We get a lot of bikers, bicyclists, and hikers, Karan.
What are you scared of, Karan, admitting? Well, I'm working 16 hours a day and spending every time and money Yeah, but that's your excuse, you fall back on that.
These are rooms too that I get positive feedback about.
Oh, my God.
I'm serious.
"A lot of pos" There you go again.
No, you can't be that no.
No, I and I wanted these things.
No, I'm out of here.
I am not sleeping in this dump.
[dramatic music.]
I'm done.
I'm out of here.
Oh, man.
(Gage) He can't leave.
(Gage) Ramsay, don't go.
I'm not staying in here.
(Gordon) Is this your office in here? That's my living quarters and my office, yeah.
Your what? I live there.
You live in here? Yeah.
- What? - Let me show you.
What? I saw the office sign on the door, but you live in here? Right here.
This is my bed.
I just sleep here.
Like this.
Are you kidding me? Every night you sleep in here? Yes.
Is there a mattress there? No, it's just quilts cover on sheets.
You sleep on a board.
Mm-hmm.
In the winter I could go upstairs, but I choose not to.
I choose to stay here.
And which bathrooms you use, and shower and bath? I use the ones upstairs.
Mm-hmm.
What's the room next door there? Oh, that's the beverage area, and then beyond that's the kitchen.
The beverage area? Mm-hmm.
The keg is right on the kegerator is right on the other side there, and then that's the beverage area right there.
That's the oh, my God.
In fact, I sort of sleep in the kitchen.
This is crazy.
I love it here.
There's no place in the world I would rather be.
You're not doing one thing right.
You have lost it completely, and you've convinced yourself, in amongst the chaotic mess that you live in, that it's all right.
It's not, it's absurd.
This is no way for a lady to sleep and live and eat.
You shouldn't be living in a kitchen.
There's not even a fan or an air conditioned room, and it's a tiny cubby hole That's true.
Yeah.
Cluttered with your junk.
Are you okay? I think so.
I mean This is not normal.
Well, what's normal in What's normal? Seriously.
I can't even start to think about helping you when you're in such denial.
Mm.
What the [bleep.]
.
(Gordon) The next morning I woke up not wanting to give up on the Town's Inn, seeing how bad the kitchen was and learning that it wasn't cleaned for over a year.
I hired a professional cleaning crew to not only de-clutter But to scrub down the kitchen as well.
(Gordon) Crap everywhere.
[knocking at the door.]
- [bell dings.]
- Good morning.
Uh, morning.
I don't know about being good.
Well, could be better, could be worse.
Yes.
So were you sleeping? Uh, I was I've got a headache.
I don't know why.
You've got a headache.
Yeah.
I've had a headache since I've arrived.
I'm still unconvinced where I'm going with you and this business.
However, I want you to do something.
All right.
Something that you haven't done properly in a long time.
Take that.
Yes? And start packing.
Uh, where am I gonna go? I'm not messing around.
I haven't got time to mess around.
Okay, but where Don't worry about that, I just want you to start packing up.
All right.
Quickly.
[playful music.]
I've got enough boxes.
Oof.
I'm moving fast.
You know how important this is, yeah? I do.
No, I Time is of the essence.
I need you to start packing.
And I'm I'm starting.
Start packing quickly.
(Gordon) I'm worried about Karan not listening to me, and I don't think she realizes just how bad the business really is.
I reached out to her son Jason, the majority owner of the inn, who has the most to lose if Karan fails to turn it around.
Jason, how are you? I'm doing well, thanks.
Yourself? Yeah, very well.
Jason Townsend, nice to meet you.
Likewise.
Take a seat.
First of all, what a beautiful place.
Yeah, it really is.
- I mean, gorgeous.
- Yeah.
I've fallen in love with this area beyond belief.
Unfortunately, I haven't fallen in love with the inn.
I'm shocked at the setup and what's happening to your mom currently.
Do you have any idea how bad it is? Think I have a sense, but obviously, I'm not here on a daily, regular basis, so don't appreciate the in-and-outs of it.
Yeah.
She's in denial.
I'm trying to explain things to her in a very calm way, and she's just refusing point blank to understand the logic.
I think her vision has been both her blessing and her curse in the sense of it's what's allowed her to drive through this and persevere, but it's also what puts her in denial.
Have you seen where she sleeps? Yeah.
Does that make you feel happy? Not at all, not at all.
I mean, we bought this with two main motivations to let her develop this inn business, but also have it as grandma's house, and it's not.
We went into this looking at it as obviously, we want it to be some type of investment, but we didn't have a particular game plan beyond just rent out the space to Mom, and we want to see it do well, not just to make money, but so that she really can have a life here.
It's just been triage since day one.
- That's no way to live.
- No.
Has this become a burden on your family now, or Yes, it has, it's because we're concerned for her.
It it's a financial burden.
This lady wasn't your mother and she was renting from your property, you'd be a lot more severe in the way that place has been handled.
We all bought this in part with our hearts and not just our heads, and it's that balance between wanting to respect her desires to make this business what she wants it to be, but also realize that if it's not gonna be a profitable business and if there's gonna be a cost, not just financially but physically and emotionally, we need to we need to shut it down.
This is your mom.
You know, this is not a cousin or niece or nephew, this is your mom, so she needs to hear that.
It's affecting you personally, financially, and could drag your family down.
You're not her safety net.
Yeah.
I need you to have a word with her and how we're not prepared to move forward unless she's gonna commit to change, and I'm talking long term change.
Mm-hmm.
She needs help, and she needs help urgently.
[rhythmic music.]
[train whistle blows.]
Oh, my, I think I overloaded this one.
(Gordon) After spending time this morning with Karan's son, we both agree, in order to the business to succeed, he needs to confront his mom that a major change needs to happen.
Well, Karan, first of all, I spent this morning catching up with Jason.
(Karan) Oh, okay, good.
And just trying to get him up to speed with what I've been discovering.
Mm-hmm.
You know I'm not happy, and I think deep down inside that you can't be happy in this current existence, so I want you to listen to Jason.
As you know, we've been talking a lot about what's going on here, why we're here Mm-hmm.
What we want with the business.
You're my mom, but you're also my tenant, and so I have two main goals and objectives with this place, and one is a financial one Mm-hmm.
For your sake, for my sake, for our family's sake and then my second objective is to encourage and support you and your life.
You're not just an innkeeper, you're my mom, you're a grandma, and for us to enjoy all of those things, we have to, I think, make some changes here.
It's not sustainable financially, emotionally, and physically.
I just don't see the business in such a negative light as you do.
I look out my window But you realize most people do, yeah.
I-I look out my window, and there's the Potomac River and the train station You can't see out the window, my darling.
Oh, I can.
The place is full of junk no, no, no, I mean Uh, there okay, fine.
But even the bags of clothes yesterday and now the boxes of clutter, people don't live like this.
You you have to get out of there and you have to start living your life completely different to what you've been doing.
I'm not here for three months, Karan, I'm here for a short time to give you everything I've got to get this place fixed, and if you can't listen to Jason and you're not prepared to listen to me, I'm not asking you any longer We're all working for the same goal here.
Yeah, I'm listening.
Mm-hmm.
I'm telling you, it needs to stop.
For your sake, for my sake, for our family's sake, I can't keep renting the house out to you if we can't get a business that is consistently profitable.
The place is in jeopardy, and there's not one element functioning properly, and your business is gonna take Jason's family down if you don't sort this out.
[dramatic music.]
Um I don't want to burden my children at all so that is something that is high priority for me.
But you have to come to terms with yourself that it's broken, it's wrong, and you have to change.
And I'm willing.
Whatever you propose, I'll try.
Otherwise, it's game over.
Let's move forward.
I'm agreeing to help, I'm gonna put a plan in place, but you can't continue the way you're doing.
You know that.
- Thank you, Jason.
- Thank you, Gordon.
Thank you.
Do you know what his plan is? I have no idea.
(Gordon) After Karan packed up her belongings, I had my team start the renovation process, while I found a place close by for Karan to move into.
Hi, Karan.
Are you well? I'm very well, thank you.
Good.
Let's step aside.
There's something I'd like to show you.
All right.
Come in, please.
What a lovely place.
Do you like it? I do.
What do you like about it? Um, well, it's not cluttered.
[laughs.]
It's not cluttered, is it? Yes, I like that.
When I saw where you've been living for the last 12 months Mm-hmm.
I was appalled.
You shouldn't be going to bed on a piece of wood.
I know.
You shouldn't be doing that.
If you're gonna make a change, then you have to step back.
I understand.
And I mean step back from the business.
That means giving yourself some space.
So I've done something, and I'm paying for it out of my own pocket, and I've rented this space for you for the next couple of months two months.
Two months, okay, that's great.
Two months.
Give yourself a break.
You can relax, watch a bit of TV.
I haven't had a television since 1993, so this is really a big change, yeah.
- So - Since 1993.
Even if you're not gonna watch TV Mm-hmm.
Read Oh, that I can do.
Relax, and just take in the view, and if you decide to move back in there and you convert one of the rooms and it's got an en suite bathroom, that's all fair and well, but then That's a good point.
You need to separate the difference, not in a box.
I like this.
I feel comfortable here.
Have a look upstairs.
There's a beautiful bedroom there and a full-size bed.
All right.
There's a en suite bathroom and I see, yes.
A wardrobe to yourself.
A big bathroom.
Very nice.
I could go to sleep right now.
Wake me up in two hours.
[chuckles.]
We've got work to do.
Oh, okay.
All right.
That was comfortable.
Karan, you need to you need to start thinking about being a boss, being an owner.
With that comes certain responsibilities.
What is like for you to be an owner? What's the importance? The important thing was serving the guest and trying to nurture a good relationship with my employees.
Right, that means setting an example, yes? Yes.
And being the face of the inn.
- Yes.
- Right.
What do you think is the most important thing about being the face of a business? Having a presence.
Yes.
Standing out like an owner.
Okay.
You need to walk this historic town looking like an innkeeper, polished.
Okay.
Now I feel bad about asking a lady to glamorize herself, so I'm not trying to be detrimental, it's just Okay.
I'm gonna send you off for a makeover.
Okay.
When was the last time you went and had a facial, got your hair done, and bought a new dress with a bright color? I don't think I've done that since I was 13 years old.
When was the last time you went for a blow dry? Never.
I mean, I-I have a blow-dryer, but I never go to a salon.
- Right.
- Mm.
When was the last time you had your nails done? Never, mm-mmm.
Never? Correct.
That was never a priority for me [sighs.]
No, I'm gonna But you're teaching me something, yeah, okay.
But we're gonna make it we're gonna make it a priority, because it's about you.
It's a business, you have to front it, and that that comes with an image.
Yeah.
I'm glad you're up for change.
I want you to feel better.
I want you to enjoy your life.
I want you to appreciate what your team can do for you, and hopefully, just break the mold a little bit.
100%.
You're happy with this? I'm ready to enjoy it.
Mm-hmm.
Good.
- Thank you so much.
- Thank you.
I have a security deposit here, so it's a rental.
- Okay.
- No murals.
- All right.
- Yeah? We'll leave it the way we found it.
Thank you.
See you shortly.
- All the best to you.
- Yeah.
Do you want me to turn on the TV for you, or not? Not yet.
[laughs.]
I'm gonna take this one step at a time.
YouTube? I've seen a few things on YouTube, yeah.
Right.
Instagram? Never, but my granddaughter is teaching me.
Selfie? Taking a picture of myself? Oh, never.
Uh-uh.
Tinder? I don't even know what that is.
[laughs.]
Welcome to the dark ages.
- [laughs.]
- Enjoy.
[upbeat music.]
(Gordon) This was one of the toughest makeovers my team has ever taken on.
We had not only moved Karan out of the Town's Inn, but packed up all her clutter before transforming the space.
Good morning.
How are you feeling? - (all) Excited! - (Gordon) Excited.
The sun is shining.
There seems to be a new, bright breath of fresh air on the Town's Inn.
We're missing somebody.
- Karan.
- We are.
She's been busy over the last 24 hours.
I'm hoping you notice a change.
(woman) Oh, my God.
- Aw, look at her! Yay! - Oh! - (woman) Oh, she looks beautiful.
- [applause.]
I don't even dress like this to go to church, do I? [laughter.]
Now somebody's looking like an owner of an inn.
- (both) Yes.
- (Gordon) You look amazing.
For someone with an Amish/Mennonite lifestyle, probably yeah, I look radically different.
[laughter.]
You look amazing.
She looks so different.
Karan, you look good, really good.
Are you ready to go inside? I've been dreaming of this moment, so yeah.
Right, follow me.
Let's go.
Come on, all of you.
- [gasps.]
- Oh, my God, yay! - Wow! - [all cheering.]
(woman) Oh, my goodness.
(Karan) It's beautiful.
(Gordon) What's missing? My bed.
(Gordon) Karan's bed.
[all chattering and laughing.]
(Gordon) Isn't this what a inn should look like? (all) Yes.
(Gordon) A tiny, little convenience store that is bright and modern and everything is on view.
And even if you're not staying in the inn, guests will come in and buy stuff.
You can sell stuff properly.
It's a proper little boutique.
I'm overwhelmed.
I'm It looks amazing.
Amazing.
Wow! What Gordon has done is phenomenal.
The store here looks great.
It's like walking into a whole nother place.
- Please.
- All right.
- Whoa! - Come on through.
Gone is the dust.
- (Karan) Well done.
- (woman) Oh, my goodness.
- (Karan) Well done.
- (woman) Look at that! Beautiful design, beautiful.
(Gordon) I walked in this dining room, first off, it was dreary and laden with junk, and now we have a proper dining room.
(Jeff) Yes.
Oh, lovely.
Look at the all day menu.
The menu hangs on the wall, is written daily I love it.
According to what you've got available, Jeff.
(Jeff) Yes.
(Gordon) And when we run out, we run out.
We tear it off and we start again.
You turn around, you'll see the custom artwork on the wall.
Please do not paint over that.
I will not.
I will promise you.
Promise me.
No problem.
I love it! That's the only mural we need on the wall, just that.
[laughs.]
- Enough is enough.
- (Jeff) Yeah.
Right, you ready to see upstairs? - Yes.
- (Jeff) Yeah.
Oh! As you come up, have a little look at the hallway first, please.
(Karan) Oh, wow.
(Gordon) Gone are the baskets.
Anyone wants to do a little bit of work, little bit of writing can sit here.
- (Karan) Absolutely.
- (woman) Beautiful.
- (woman) Wow! - Jump in.
- Everything's gorgeous.
- Jump in.
- [gasps.]
- (woman) Oh, my goodness! (woman) Oh, my God! (woman) This is the Potomac room? (Gordon) That's right.
(woman) What a vision! (woman) I can't believe it's the same room.
(Gordon) New sheets, new bedding, and a new carpet.
(woman) It's beautiful.
[laughs.]
- Wow! - (Gage) Oh, my God! (Gordon) No more murals on the wall.
We have a nice, stunning wall.
(Sarah) I love it.
No more Brillo Pads in the wall, they've gone.
I love it.
You have your very own wardrobe.
(woman) [laughs.]
(Karan) No padlock on it, huh? How nice is that? Yes, you can use a wardrobe.
It is exquisite.
My family thinks I'm so set in my ways that I'm not gonna like any of these changes and I'm gonna go right back to the old way.
I know that's what they're thinking, and they couldn't be further from the truth.
[upbeat music.]
(Gordon) My team has spent the last two days cleaning out the kitchen by getting rid of the microwaves, refrigerators, and freezers.
I've created a much smaller menu that is manageable for the kitchen staff to execute.
(Gordon) Please, take a menu and pass them on.
- Oh! Oh, I love it.
- Wow.
Wow.
Karan, what do you think? Couldn't be more beautiful and appealing.
- Isn't it? - Mm-hmm.
Now let's be real, the kitchen is tiny, so a small, dynamic menu.
As the seasons change, we go through the spring and summer, then we'll increase on a daily special, only according to what business is about, okay? That makes sense.
And so we're not buying unnecessary and we're not adding ten more appetizers and entrées on there just because we want to look busy, no.
Keep it plain and simple.
Keep it plain, delicious, and simple.
Let's go through the dishes.
(Gordon) A High Street Burger.
(Jeff) No water.
[laughs.]
- No water.
- [laughs.]
(Gordon) Beautiful pâté, wonderfully seasoned.
A griddle in there to sear and cook them to order.
Chicken pot pie.
Little modern twist on a salad niçoise, but we've done it with salmon.
Homemade granola.
Seasonal berries.
Cheap and easy to put out of that tiny kitchen.
And then of course, the mac and cheese.
It does not go in the microwave.
What's that? I don't know what's that? Exactly that.
The sports bar microwaves have gone.
- Thank you.
[laughs.]
- (Gordon) Yes? Visually, what do you think? (woman) It's beautiful.
Simple and fast.
And it takes a big load off in the kitchen.
(Jeff) Yes.
And we're not buying frozen.
It's all fresh.
Right, knife and fork.
Have a little taste.
Oh, man, mmm.
That is good.
Oh, my.
That's like Mama's macaroni and cheese.
People will drive from Washington, D.
C.
to come here and eat this way.
(woman) Oh, absolutely.
So good.
(Gordon) Tonight, the Town's Inn relaunches the inn and the restaurant.
Right, how are we feeling? - Good.
- Great! - (Gordon) Are we ready? - Yes.
- (Gordon) Yeah? - (woman) Absolutely.
Tough week, but it's been instrumental.
Let's put this place back on the map, okay? Push the freshness of the menu.
I don't want anybody panicking.
There's nothing we can't do on the menu.
Any issues, we talk about it.
If we talk to each other, we prevent mistakes happening.
If we shut down, things will happen without us knowing.
Karan, anything you'd like to say to the team? Thank you, and I'm looking forward to moving forward.
There you go.
- Thank you, Karan.
- (woman) Oh, that's great.
- Good luck.
Let's go, guys.
- (all) Thank you.
[upbeat music.]
Let me help you down the stairs.
- Thank you.
- Good to see you.
Welcome to the Town's Inn.
I'll get that.
You're checking in, it looks like.
(Gordon) Immediately, the guests see the changes in the dining room and the rooms.
- Yeah, it's beautiful, yeah.
- Very nice.
Wow, look at this.
Ooh, very nice.
Nice.
(woman) I love this bed.
This is pretty nice.
Ooh, look at this.
You get a nice armoire.
Can throw our stuff in here.
How do you like the changes? Looks good.
This is great.
I can definitely say this is way better - than what I last year.
- (woman) Way better.
[laughs.]
This is definitely an improvement, yes.
- Here's to - Cheers.
New restaurant in town.
Indeed.
That's a burger with french fries, a BLT, and a mac and cheese.
Great.
(Gordon) The kitchen is functioning more efficiently with the smaller menu and is preparing the dishes cook-to-order.
And Karan is overseeing the inn as an owner, and successfully treating this place like a business for the first time.
How's everything so far? I heard you like the soup.
The soup is fabulous.
(woman) Order in, please.
I got five minutes on the burger, Chef.
Then we got two orders of fries.
Nice and crispy, the fries, and seasoned beautifully, yes? Yes, sir, Chef.
(Gordon) Well done.
That is outstanding.
So now we have a place to come in the wintertime.
Good, so you're gonna come back? Yeah, we're locals.
What does it mean, a small little local bistro to the town? How good is that for you? Actually, it's huge.
We need more local bistros like this.
We're really excited to have it.
- Good to see you.
- Good night.
Take care, good night.
Thank you, guys.
- Have a good one.
- Good night.
Good night, thank you.
(Gordon) Take care, good night.
Happy customers.
Wow.
(Gordon) I'm off.
- Thank you, man.
- You're welcome.
Don't lose that passion.
- I won't.
- Yeah? Continue enhancing this kitchen - and stick together.
- Yes.
You're strong together, you two, yeah? - Yes.
We will.
- Okay? Yeah? Thank you, Gordon, I love you.
- [laughs.]
- Love you too, mean, yeah? - Take care.
- We all love you, man.
See you soon, right? See you soon.
Look after each other.
- We will.
- Okay? [upbeat music.]
Tonight proved that this place can work.
The potential is incredible.
The locals are dying to see this place at the forefront of this amazing town.
Yes.
Yes, yes.
- The area is historic.
- Yeah.
Make sure your inn follows down that line.
Karan, I know change is gonna be hard.
I know you're gonna resist, but you cannot afford to go back, you've got to go forward.
I know how much this means to you and I know what kind of jeopardy is at stake if it doesn't work, so think of the consequences.
It's not just you.
- Mm-hmm.
- It's your son, your son's family, and the legacy that you want to continue with.
So, I'm leaving you with all the tools.
- Push forward.
- Mm-hmm.
Promise you're not gonna go back to your old ways.
No, no, this is more fun and more effective, and I just have seen the positive response from everybody.
You did the groundwork here, so thank you.
Thank you.
You have an amazing inn, okay? Yeah.
Amazing location, beautiful village.
Do not move those clothes back in from Lamont's basement.
- I promise.
- Get rid of this stuff.
Let it fly off the shelves, and start getting this place back on the map, and enjoy that lovely little cottage.
Take time out and spend time with the grandkids and just let the business breathe.
Yeah.
- Promise me.
- Yes.
Promise? I promise, yes.
Pinky? All right.
[laughs.]
(Karan) Gordon's visit has been extremely educational.
This is good, this is right, this is what it should be.
Thank you.
Oh.
[laughs.]
I want the inn to be successful and I think it will be now.
Take care now.
- Thanks, Karan.
- Good night.
Wow.
[chuckles.]
- (Gage) That's it? - That's it.
- [both laughing.]
- [sighs.]
Wait, come back! [laughs.]
Come back.
Oh, I don't want to see him go.
He's gone.
[laughs.]
[upbeat music.]
(Gordon) Since my visit, Karan has continued to lease the house I had previously rented for her and has been listening to her staff to make positive changes.
That is awesome.
(Gordon) And her son Jason has gotten involved with the business to help Karan meet their goals, and both are happy to report business is heading in the right direction.