Hotel Hell (2012) s03e02 Episode Script
Vienna Inn
1 (Gordon) I'm visiting an inn in Massachusetts that's being run by a dysfunctional couple.
[crying.]
I love you so much, but you suck as a business partner.
(Gordon) He's lost I have no idea what I'm doing here.
(Gordon) And she's lost it.
[sobs.]
Just wanted to keep it together tonight.
(Gordon) And with the staff suffering as well What's the worst thing she's ever done to you? Smacked me on the back of the head.
(Gordon) I'm not even sure if I can get through to them.
The whole operation is screwed.
What do you think we should do? - Close.
- Have a nice night.
(Gordon) Nestled in the heart of scenic New England lies the small industrial town of Southbridge, Massachusetts.
It's home to the Vienna Inn and Restaurant.
Husband and wife, Jonathan and Lisa Krach, have owned and operated the inn since buying the property back in the year 2000.
(Lisa) Jonathan had this crazy idea of creating the Vienna as an Austrian restaurant and bed-and-breakfast.
She said, "Have you been drinking? I said, "No, not yet.
" [chuckles.]
(Lisa) We try to transport people and to give them that feeling of being in Vienna without having to fly there.
(David) When people come in and they stay here for the first time, they think that Jonathan and Lisa are very gracious hosts, charming, the perfect married couple.
But if you dig a little bit deeper and you stay a little bit longer, you find out it's quite a different story.
(Melissa) Lisa is an emotional person.
She does get upset often.
She will just, you know, explode and she can't help but be upset.
She's over the top.
[snaps belt.]
(Jonathan) My beautiful wife, my boss, sometimes she's not so nice to me.
Why do you always have to dress like a [bleep.]
, like, dumb? There has been a time where I called her a "psycho bitch" 'cause she was being a psycho bitch.
Clean up, man.
I'm done with this.
(Jessica) I don't feel like Lisa's authentic.
When she's crying, I don't feel like she ever means it.
[sobbing.]
Jonathan and Lisa live in a room at the inn.
You can hear them screaming at each other.
You can hear it in the dining room.
So there's no boundaries.
They'll come down after the shift at the end of the night, and they'll have cigars, have some drinks.
The environment can quickly become unprofessional.
She'll go up to a table and ask them about, like, their sex lives.
You are good-looking.
(David) We don't get that many locals at the Vienna.
There's, like, a lot of things that people think in town about the Vienna, and I think it's become a little taboo.
(Lisa) You have those rumors going around.
People say, "Ooh, the Vienna.
They're all swingers.
It's a big brothel.
" It's just it's just ridiculous.
It's ridiculous.
That being said, we're very friendly people very friendly.
(David) People from the outside think the Vienna's doing very well and we're very prosperous, but somewhere in there, we're losing.
(Melissa) They're dragging us down with them, and if they want us to help them, they they need to help us.
(Jonathan) The Vienna is our home, has been for 13-plus years.
And, you know, it's hanging by a thread.
[somber music.]
[upbeat music.]
And this, 5:30 at table five.
Look at this place.
My God.
What happened to him? He didn't last very long, did he? (Jonathan) He found our cat.
[laughter.]
Well, bloody hell.
Dead cat and a cabbage.
Isn't that funny? - Good morning.
- Hello, welcome.
- Nice to meet you.
- Likewise, good to see you too.
Gordon.
First name is? - Melissa.
- Melissa.
(Lisa) Good morning.
- How are you? - How are you? - Lisa Krach.
- Lisa, nice to see you.
- You don't look very happy.
- I do.
- It's my resting face.
- Oh, this is your happy face? - Well, um - Yes, welcome to the Vienna.
So happy to be here.
What happened to the cat? - [chuckles.]
- Poor thing.
(Lisa) Cat got run over.
Oh, I see.
And you got it stuffed? - For Halloween.
- Right.
Actually, better to see you now.
Right, um, yeah.
Uh, love the attire, by the way.
Thank you.
(Melissa) Everyone wears this.
Well, how much are the outfits? About $300, $400.
- $300? - $300.
Average, you know.
They get their own.
I mean, they're their own dresses, you know? Oh, you buy your own uniforms? - Yes.
- Yes, they do.
- Stop it.
- We do.
Well, they have 'em for many years.
And it reminds them to not gain weight.
[chuckles.]
(Gordon) Wow, so who designed the place? Well, uh, my husband and I.
And whose idea was it to buy it? Uh, my husband.
- So it wasn't yours? - It was not my idea.
I was actually very much against it.
Wow.
Why were you against it? It was very overwhelming.
I had two small children.
Probably, uh, after I lost my mind the first year I think we started to get a hang of it.
And who's Austrian? Are you from My husband's half-Austrian and Polish.
- Right.
- I'm not nearly as exotic.
I'm very American.
Right, and he's the chef, right? So he runs the restaurant, kitchen, and you run the inn.
Correct.
And whose idea was the violins on the table? - Mine.
- Where'd that come from? That was actually from an estate sale down the street.
A dead man's violin? - No, no.
- Yeah, why not? I don't want to sit across a table with my wife and look at a dead man's violin.
- Well - Bit freaky, no? I don't know.
What would you rather look at when you see the Vienna? - Her.
- Who's "her"? - My wife.
- Oh, your wife, yes.
But you have to have something to make up that white space.
- What would you suggest? - My wife.
[chuckles.]
You gonna put her on the table? That's kind of scandalous.
I am so [bleep.]
confused.
Dead man's violin.
What about some flowers? Bloody hell, is this place always as clustered as this? - And who's that there? - A Prussian family, of course.
That was, uh, Friedrich, that their family all was murdered - Murdered? - Yes.
Wow.
So dead man's violin and murder on the wall.
Great story to encourage a nice, warm, welcoming dinner.
So why don't I check in upstairs? You can do that right now.
- Yes, please.
- Okay.
- Thank you.
- You're welcome.
Wow.
[shudders.]
Wow.
Interesting indeed.
Just a clutter.
- Your bedroom's over here.
- Rocking chair? Where's that from? That's actually the first piece I ever refinished.
Wow.
So you're quite an antiques hoarder.
- [knock at door.]
- Room service.
Oh, room service.
Come in.
Holy mackerel.
Now, what we have here is some pulled boar.
- Shredded.
Shredded.
- Oh, pulled.
Right.
And then you have a little celery root right on top.
Wow.
And what's that? (Lisa) It's a little parsley.
Excellent.
Um - Take one.
- Would you like me to have one? Yeah, of course.
There's three pieces.
- Okay.
- Excellent.
- Sure.
- Thank you.
- Thank you for sharing.
- You're welcome.
Hold on.
Wait, wait.
Let me put a little bit of the garnish on there You want me to have that? Yeah, we'll have a little piece each.
What did you think of that, by the way? Celery root really don't like it.
The pulled boar maybe just a bit more salt.
Wow.
And what did you think of that? I think it's a nice little surprise for people when they come in to liven up their appetite.
Boar was very watery.
It was very watery.
I did notice that.
And the bread was soggy, soaking wet.
From the celery root.
- Thank you.
- Enjoy your stay.
Please pass on my comments to the chef.
I definitely will.
Here we go.
(Gordon) Oh, dear.
Okay.
Wow.
And who designed these bedrooms? I designed everything.
You designed? Mm-hmm.
I wallpapered it as well.
Seriously? What's this? That's another closet.
What do you mean, another closet? I don't have a closet in my bedroom.
That's the closet that we have because there's an area over here for guests to use.
But where am I gonna hang my clothes? Right over here.
But You don't need an entire closet.
So if you need clothes out of your closet I have to plan ahead.
Do you have the key on you? I do.
Can I see inside? I just I'm a bit freaked with locked doors in my bedroom.
- Gosh.
- Yeah, I'm sorry.
- It's okay.
- Thank you.
- It's right here.
- Oh, it's there? Wow.
[chuckles.]
(Lisa) Just my closet.
(Gordon) Holy crap.
- Stop it.
- Yeah.
- Stop it? - Seriously? (Lisa) All my stuff.
(Gordon) It's like a garage sale in a closet.
(Lisa) That's why we keep a lock on it.
I've got no interest in wearing any of the garments, but thank you.
- You sure? - I'm positive.
100% positive.
Bloody hell.
- What's the price of this room? - This one is $220.
- $220, yeah? - Correct.
And I have to share my wardrobe with the owner.
What's through this room here? That actually goes to my bedroom.
So do you just walk in when you need to get some clothes? From here? No, but from your bedroom to my bedroom.
Well, I only do that once or twice a week.
And what's this? Wow.
It's an antique purse that was actually found in the house, and we thought it was really neat to be able to have.
That's for that's a toothbrush holder in case you decide to take it along with you.
That's a toothbrush holder? Or you could stick tampons in there if you really wanted to.
We do usually have those Oh, they're not in there right now.
- There you go.
- It's an old lady's case.
Mm-hmm, just trying to think of clever ideas to make this feel like a historic inn.
Historic.
- Mm.
- It's definitely historic.
Oh.
Bloody hell.
How old is that? You need that? No, just fascinated to see what's in my basket.
Thank you for that.
Oh, dear.
Everything looks dated.
I mean, first impressions it looks very, very tired.
What is all that? That's if somebody wants to throw roses on the bed.
Oh, for God's sake.
Isn't that adorable? And then they go back in the drawer - I guess so.
- Once you've used them.
Okay, well, I'll look forward to seeing you downstairs.
- I'll have lunch.
- Super.
- Thank you.
- You're welcome.
Wow.
[bleep.]
.
That's freaky.
The owner's bedroom is literally a meter away.
The place is so dated.
What a mess.
[bleep.]
.
Everything's just cluttered.
What a mess.
Look at this.
Ay-yi-yi.
I mean, seriously.
Bloody hell.
[bleep.]
everywhere.
Old decorations.
Terrible.
(Gordon) Shall I sit here, then? - Have a seat.
- Thank you.
You can sit wherever you prefer.
Boom, boom, boom.
Let's get some food out.
You want to get some food out? (man) Yeah.
What's in here? [bleep.]
.
[whispering.]
Lisa, there's junk everywhere.
Mm-hmm.
Yeah, I know.
Everywhere.
Is the whole house packed like this? Of course it is.
- Why? - It's crazy.
Have you always been this bad? It's a new thing I'm coming to terms with.
- Right.
- It's just But you do have a problem with it? Actually, no.
I think I've actually gotten rid of a lot of things in the past couple years.
You don't have a problem with everything I've just seen in the last ten minutes? Wow.
Oh, well.
There you go.
Right, let's, uh Oh, jeez.
Do you know how to say all these? How do you pronounce that? [murmurs indistinctly.]
You've been here a long time.
You must know the lingo.
[speaking German.]
A lot people must point to what they want to order, right? - Yes.
- Or just pick up the last line.
How do you pronounce that? - Koenigsberger klopse.
- Wow.
And how long's this menu been running like this? Since the beginning.
Oh, 13 years ago? Stop.
- Yes, yes.
- Seriously? Let's start off with - Go for the scallops.
- Okay.
Let's do the beer-battered sauerkraut.
Yeah, let's go for that.
And throw the vegetarian mushroom ravioli in as well.
- Wonderful.
- Okay, great.
I'll keep hold of the menu for now.
- Okay.
- Thank you.
Sear it in first.
- Whoa.
- Yeah.
Almost lost it.
Regroup, regroup.
- Where is Missy? - I'll bring it right out.
This is Ramsay's first.
Red pepper beurre blanc.
(Val) Yes, sir.
Our seared diver scallops with a red pepper beurre blanc.
Wow.
Thank you.
And scallops are normally round, right? (Lisa) Yes, they are.
We have beautiful sea scallops.
I'm not sure why they cut it up today.
Oh, normally.
Oh, well - Thanks.
- Okay, enjoy.
Thank you very much.
Looks like the dog's chewed them.
I mean, seriously.
That's rancid.
- [speaks indistinctly.]
- Excuse me? What you like me to give any comments to back to the chef? Comments? Yeah, they're [bleep.]
.
- Thank you.
- Terrible.
We'll have Val take care of it for you.
- Who's Val? - Me.
(Gordon) I like the way you talk about yourself in third person.
Seared diver scallops taste like [bleep.]
.
Taste like [bleep.]
? Really? Wow.
Okay.
Any specific kind of [bleep.]
or just - No.
- Diarrhea [bleep.]
.
Wow.
These here are the Sauerkraut en Backtieg.
And are these edible flowers or not? - They are.
Chrysanthemums.
- They are? - Okay, great.
Thank you.
- All right.
Hmm.
Stay right there.
They are terrible.
I mean, the food is so dated.
It's extraordinary.
They look like a pair of camel's [bleep.]
.
Hmm.
This I have here is the mushroom crepes.
Tarragon crème.
Wow.
I mean, what a [bleep.]
mess.
There she is.
[bleep.]
hell.
Val.
- Val.
- Yes? Delicious.
I mean, [bleep.]
No, no, [bleep.]
delicious.
Seriously.
Really good.
No, the flowers I'm on about.
Oh, you had me going there for a whole second.
I thought it was all about the food.
- I - Maybe next course.
(Val) Jonathan, the flowers are absolutely delicious.
The flowers? And this menu doesn't change every decade? It's the same menu that's been on for 13 years? - Jonathan doesn't change much.
- Except for the additions.
Oh, sorry.
I asked you a question.
- Lisa was answering.
- Jonathan doesn't change much.
- [bleep.]
.
- I'm sorry.
You answer Melissa's question first then I'll go back to Melissa.
You said this doesn't change but once a decade, and I said, "Jonathan doesn't change much.
" (Gordon) Right.
You've been here a long time.
You've seen the place in decline.
What's the big issues here? Little disorganization.
- Things unclear.
- Yeah.
- Nothing consistent? - Yeah.
And, you know, one puts the other on edge, and we get the brunt end of it.
Lisa's listening to every word you're saying.
I can barely hear you.
No, no, I was just talking to Melissa.
Okay, I'm sorry.
I'll leave.
Do whatever you need to do.
What's the worst thing she's ever done to you? Smacked me on the back of the head in front of the customers.
Seriously? - In front of the customers? - Not hard.
But still, uh, demeaning.
- Yeah, I'll say.
- Yeah.
Damn.
He said it was under-seasoned? - Over-seasoned? - Under-seasoned.
- Really? Which? - Everything.
Wow.
Where's Lisa? I will grab her for you right away, Mr.
Gordon.
And grab Jonathan, too, as well, will you, please? And anybody else in the kitchen, please.
(Val) Okay.
- Excuse me, Lisa, Jonathan.
- Yes? Can we meet up in front with Gordon? That's the most edible thing in here.
Right.
Ooh, la.
First impressions I look outside, historic inn.
Unfortunately, you've misspelled that.
It's "prehistoric.
" Everything's so dated.
I go up to the room, and the room's shoddy.
Jonathan, do you not think it's a bit weird that, A, my door's open adjacent to your bedroom, but your wife's clothes are in my closet? I never thought of it that way, but I guess that is odd.
(Lisa) It's weird.
That was shocking.
You just served me one of the worst lunches I've ever eaten.
And it was that bad, I started eating the edible flowers.
You can't be proud of what you just served me and charged me.
No, absolutely not.
Absolutely not.
You're correct.
You clearly have given up.
[dramatic music.]
It tastes like it, and it feels like it.
What do you think we should do? Close, because your heart's not in it.
And I think your head's just in with the clouds.
Embarrassing.
Pretty [bleep.]
awful.
It sucked.
Caught me off guard completely.
I mean, you knew he was coming.
I did.
Really embarrassing.
[voice breaking.]
I really thought we tried harder and I let you down.
I'm sorry.
- You did let me down.
- I'm really sorry.
I always try to tell you that we need to change things and we need to make them sexier, and you never want to listen to me.
[crying.]
I've always wanted to change, and you always say I'm too random, and it's not.
I'm not random.
I'm trying to show you ideas and things that we could do differently.
[sobbing.]
[tense music.]
(Lisa) [cries.]
This sucks.
He couldn't have cooked worse than he did.
Can you pull my ankle? It hurts so much.
Never gonna be able to walk tonight.
Oh, God.
Don't worry about it.
We'll be fine.
We'll figure something out.
He doesn't [bleep.]
listen to me, does he? Oh, that feels so good.
I'm not really that upset.
I'm just crying because I want to right now.
(Gordon) I've heard rumors around town that the basement is known as a swingers' hangout and is used for late-night parties.
So, before dinner service, I want to take a look at what's downstairs.
Wow.
Look at this.
My God.
Some really expensive stuff.
This is crazy.
I can't believe how much stock there is here.
It's like they're spending their money in all the wrong places.
Look at that.
This place goes on and on.
Oh, my God.
"Please shower before entering the mineral spa.
" Mineral spa.
Oh, my God.
This place is like a dungeon a dungeon for swingers.
(Gordon) Tonight is crucial because I need to get my eyes on how Jonathan and Lisa are running the hotel, since both of them seem to be on different pages.
Can I get you beverages to start with? We're getting some wine.
Okay, I was thinking cosmos, but wine is great.
There's so much stuff in here.
I've never seen a kitchen so cluttered.
It's been worse, believe it or not.
(Gordon) How come the food just sits there? Right at the moment, our timing is really not at all good.
- What are these for, Jonathan? - Those are little pre-meals.
Little crackers, little piece of cheese.
(Gordon) Pre-meals.
Can I give that to you to get rid of, please? Uh, to get rid of? - Yeah, i.
e.
trash.
- Oh.
You can't serve that on bits of paper for customers to eat.
You can't ask them to dip into a [bleep.]
doily with a cracker and then a flower.
Mmm.
Yum, yum, yum, yum.
It's just No, it's a bit [bleep.]
up.
Do you know what I mean? It's not your place, but it's just a bit weird.
[exhales deeply.]
- You okay? - Yeah.
No, I'm fine.
I'm okay.
When were the chickens roasted? Two days ago.
That's the last of them.
Why do we roast them two days in advance? They're delivered twice a week.
They're cooked up the delivery day.
What kind of impression do you think you're sending out to your customers when that chicken's roasted two days before they come? I-I-I When do you think this chicken was roasted? - You ordered it - Oh, my goodness.
I hope it was today.
It was roasted 2 1/2 days ago.
I am not happy to hear that at all.
That was gonna be dry as a dog's bone.
But anyway, try to enjoy.
- Okay, thanks.
- I don't feel well anymore.
Thank you.
I will try.
They've been coming for 12 years.
You need to seriously just focus on getting this night done.
And they sit there all schmuck.
I want to kick them out right now.
Do you want us to take the food back? I mean, this is, like, so disappointing that you guys feel this way.
I thought we were friends, and I thought you would've maybe told us if you felt the food sucked that much, you know? It's really Gosh, I feel I feel like I want to pass out right now.
[bleep.]
hell.
Um, so The lady you were just talking to over there had no idea her chicken was roasted 2 1/2 days ago.
- It was roasted 2 1/2 days ago? - Yeah.
I didn't know that.
I mean, it's not my business No, just God, you two are so defensive.
There's 1,000 different ways to make spaetzle.
I'd like to I'm talking about the chicken.
I'd love to find out the proper way.
Chicken, I'm talking to you about the chicken.
Yeah, well Make an excuse again.
- Nothing - Got to focus on Nothing resonates with you, does it? It certainly does.
Absolutely, it all does.
What in the hell? Ah, I just wanted to keep it together tonight.
That's all.
[laughing.]
Ah, crazy.
Are you, like, manic or something? I'm manic.
Yes, I am right now.
How's it going, guys? Something between [bleep.]
and awful.
What does it mean when it feels like an elephant's sitting on your chest? Oh, you don't have a heart.
You can't have a heart attack.
(Jonathan) Are you hungry, Gordon? What is this? That is bacon.
Should be on a different shelf.
And this here? That shouldn't be thrown there either.
What's that? Beer batter for the beer-battered shrimp.
That should be thrown out.
And this one? Let me just set that on top.
Sure, put it right on top.
What is all this? That was bacon.
- No, no, no.
- Okay.
Why is it in the fridge like this? I dropped it one shelf below.
Instead of putting it where it belongs, I put it on the corner.
Normally these things are pretty orderly.
This is a complete cluster[bleep.]
.
And what's that? Corned beef.
Let's get outside.
Lisa, let's go outside.
(Gordon) What is going on? The whole operation is screwed.
The kitchen, shocking.
The line, disaster.
Cross-contaminated, raw meat, cooked meat [bleep.]
everywhere.
And then the biggest asset where all the money is is downstairs in the wine cellar.
Who's maintaining standards here? He is.
I cannot believe what you've just done in there.
I really enjoy it.
- You can't enjoy that.
- I swear to God, I do.
I must be, like, cuckoo in the head or something.
Well, you need help.
- Maybe.
- He does.
You need to wake up.
[bleep.]
.
I think we can do this.
I know we can do this.
Yeah, but not just you and you.
I want it to be you and I, because you so don't listen to me most of the time.
Like, when I tell you, "It's time to come home, Jonathan.
It's time to [bleep.]
come to bed.
" And you just say, "[bleep.]
you.
" You know, [bleep.]
you now.
[bleep.]
you, Jonathan.
[crying.]
I love you so much, and you're such a great guy, but you suck as a business partner.
- You really suck.
- Thanks.
So you want to re-create this.
You want to Get divorced.
I don't want to get divorced.
You want to get divorced? No, I don't want to get divorced.
Why has it always been your way? 'Cause you know more than me? Apparently I don't.
I'm as stupid as you think I am, if not worse.
(Lisa) [sighs.]
Thank God.
Let's go in the back door.
(Jonathan) [sighs.]
[bleep.]
.
Okay, give me a drink.
I couldn't get this down fast enough.
That looks pretty good.
All right.
[bottles clinking.]
- Have a nice night.
- [laughs.]
Ahh.
(Melissa) It's gonna be okay.
Thanks for being on the other side.
Appreciate it.
[coughs.]
Oh, sorry.
[coughing.]
That bourbon was really strong.
[coughing.]
Crap.
Crying again? It's not really crying.
- It's just releasing.
- Release it.
Lisa, can I have you and him together, please? Sure.
I'm unconvinced, and I've never met a couple so undeserving of my time.
And I think you, Lisa you're just faking it.
I'm just trying trying to get through the night tonight.
No, you're acting.
The crocodile tears are there.
Next minute's a laugh.
It's self-preservation.
And it's the only way for me to get through the day.
There's no heart.
There's no feeling.
- There's a lot of heart - No, there's not.
I love what I do.
And what do you love drinking with your friends? I don't do much drinking.
I'm not the party girl.
He's the party boy.
So there's no parties way on after service downstairs in the basement with the customers? Not in the past, like, ten years.
Jonathan, you've lost interest.
I'm a mess.
(Lisa) Yeah, you are.
So the first thing I want you both to do is to pack a bag.
I want you to get out of here.
Start packing.
[dramatic music.]
(Gordon) After sending Lisa and Jonathan away for the night, I'm hoping they can start to realize the effects they are having on the Vienna.
But before they return, I called a staff meeting Morning.
- Good morning.
- Morning.
(Gordon) So I can get a better understanding of the damage that Lisa and Jonathan are doing.
I didn't get a chance to meet you yesterday.
I'm Jamie.
Do the housekeeping here.
Okay, great.
Let's get one thing right.
I'm here to help.
Having done my research, I mean, the one positive feedback I've had is about how good the staff are, 'cause I know, you know, just how bad things are, and having witnessed that service last night, I'm appalled.
Is it always like that? - Yes.
- Yes.
- Screaming? - Yes.
People can hear them in the dining room.
I've had tables that have asked if everything was okay in the kitchen.
We can't be expected to be professional all the time when they're not professional.
After our shift, they'll sit down with a table and expect us to wait on them, hand them drinks till midnight.
If we leave, they get upset.
So guests stay here, and they're drinking downstairs in front of those guests, sometimes with the guests.
See, there's no separation between business and personal.
(man) When you're sitting here entertaining your table, she'll find something wrong that you're doing, and she'll come and point it at you right in front of your table.
(Jamie) She's just rude.
She texts me sometimes really rude text messages like, "Oh, you forgot this," or, "You forgot that," or, "Why didn't you do this?" - And, "Why wasn't this done?" - It's crazy.
(man) Another problem that we've really been having is we don't have an actual payroll system.
There's no payroll system? And then they'll say, "Yeah, I'll get you one.
" - And you just never - Asking for your salary? Yeah, we have to ask for our checks.
"Yeah, I got I got 20 bucks right now.
"That's all I got right now.
Tomorrow morning I'll see you.
" They're drip-feeding your salaries.
My bank does not take the checks.
Neither does mine.
When was the last time you had a staff meeting and discussed this? (all) Never.
I'm sorry, but I want to put an end to all this.
Here's what we're gonna do.
They're arriving any minute now.
And my message to them is, if they're not prepared to bring in a level of professionalism and understand those boundaries need to be met on a daily basis, they're gonna lose the inn, and they're gonna lose you.
Let me go and get them.
I let myself continue to be abused.
They need to know that it has to change.
And it can't just be brushed off anymore.
I had a chat with the team.
They're not in a good place.
And you've abused them.
There are no boundaries.
They're your staff.
And they need to be treated a certain way.
Let's go to Jamie first.
I'm really concerned about the abusive texts that you send him.
Why would you send him abusive texts? You would send me a picture, like, "Oh, you forgot this," or, "You didn't do this right.
" You told me that you worked at a lot of other places and you knew how to clean, and then the toilets aren't cleaned and stuff.
It's really important.
But some of that stuff doesn't work.
So it's, like, I'm sitting there scrubbing, and nothing's coming up, and you'll be like, "Well, go do it again.
" And it's like, I'm trying to do what I can.
None of these talented individuals get paid on time.
I want to know why they don't get paid on time.
Because I don't have a payroll system in place right now.
Well, that's a [bleep.]
disgrace.
That is disgusting.
And then you want them waiting on you up until all hours of the early morning while they tidy up after your crap and then you can't even be bothered to pay them on time.
It's a it's a mess.
No, you are a mess.
(Lisa) I need to say something, though that almost every single person here, we've given them loans.
You're lending them money to buy uniforms to work in your [bleep.]
business.
- Right.
- That's absurd? - Why? - Why? Absurd to pay for a uniform? The business should be providing the uniform.
Well, maybe we need to do that.
Yes, you do.
I never thought about it that way.
- Whose business is this? - [sighs.]
(Jonathan) I've tried to create here a place where people can come and and relax and escape from their stressful lives.
"Escape from their stressful lives" to hear you and Lisa scream at each other? Are you [bleep.]
kidding me? We don't always scream at each other, but when we do Look how small this place is.
You live here, so you've got no idea how many times you do it.
The love, affection, and respect that they've shown you is extraordinary.
And the sad news is you both don't deserve it.
(Jonathan) I'm sorry.
I will change.
I just hope you guys want to continue.
I just want to say thank you for your honesty, loyalty.
There's some other important people I want to introduce you to this morning.
Thank you.
- Thank you.
- Thank you very much.
[voice breaking.]
Thank you, guys.
Good morning, ladies and gentlemen.
- Morning.
- Good morning.
So, Lisa and Jonathan, I've asked some ex-customers, locals, to come and give you some feedback.
Has anybody stayed there recently? We did.
The room we stayed in it had tools and screws - and instruction manuals.
- Lightbulbs.
Wow.
So it's not just me.
For the air conditioners and stuff, yeah.
That's right.
You're right.
Madame, give us an insight to your experience, please.
I do have to say, my husband ordered scallops, and they were raw.
We returned them.
The decor was very outdated, and it feels very cluttered.
You feel like you're locked in a closet.
It's just overwhelming when you're trying to have a nice dinner.
I would never come back there if things don't change.
Okay.
What do you guys think about the uniforms? It's a bit much.
The poor ladies were kind of revealing.
Our server was the nicest person, but I think it takes a lot away from them.
It doesn't need to be in your face.
The reputation locally is crucial.
What have you guys heard? I've heard that it's a swingers' hangout.
(woman) I heard that as well.
When I had mentioned the Vienna, they say, "That's where the swingers go.
" You eat downstairs, and then you go upstairs is what I was told.
But you've heard this before? - We've heard it for 13 years.
- I've heard it on the street.
But is this due to your late-night drinking - and the partying? - I don't think so.
But what I'm trying to say is that there are no boundaries.
It's an oasis down there that has got a Jacuzzi, a massage table, and if the word has gotten out around town and then People misunderstood that room, and that's where it all started.
I'm just saying, it's either a business, or it's your home.
There's no crossover.
The mixed messages you're sending is your own fault 'cause you haven't been clear.
I used to come to the restaurant probably every month or so, and I can tell you have a lot of, like, passion for your heritage, but it's not in the food anymore.
If Gordon can help you take your heritage and the food and modernize it and you can progress with that, I'll come every Friday.
Mark my words.
It's a promise.
Do you have anything to say, both of you, to these guests? Thank you so much for your honesty and input and really, really appreciate it.
We're gonna be making some big changes to address many of the things you talked about.
The staff have been incredibly loyal.
They haven't been treated the way they should have been treated.
I'm undecided about these two, but I am committed to that team, 'cause I see what is at stake and the jeopardy they face going forward.
Now I've got something else important to sort out.
[upbeat music.]
(Gordon) After leaving Jonathan and Lisa, I moved forward with my plans to help renovate the inn.
I brought in sommelier Dave Foss to create a beverage program Just have a look in here.
I mean That wine's fantastic.
(Gordon) From the excessive inventory they weren't using.
'03.
Oh, that's delicious.
(Gordon) My team worked up to the last minute transforming the many spaces at the Vienna.
- Wow.
- Oh-ho.
- Wow.
- That is amazing.
Holy smokes.
- This is beautiful.
- This is incredible.
Bravo.
(Gordon) The Vienna had no organization for managing their day-to-day operations.
So I gave them a state-of-the-art system to help with all their hotel operational needs.
Welcome to the WebRezPro system.
And this will help transform your business.
It will link up to the POS system, and it will give you data like you've never had before.
Fabulous.
You need to be organized, from the inventories to the wage costs to the salaries to the POS systems to the checking-in and the checking-out system.
And the good news guests can now book online.
So this should relieve a huge headache.
(Gordon) I could see that everyone was thrilled with the changes at the Vienna.
Good.
Have a good look round.
(Gordon) But as I watched Lisa Where's this stuff from? (Gordon) I noticed she was dissatisfied with the renovations.
These are different chairs from the other ones, aren't they? I was just seeing if it was 100% cotton.
Is that a pull-out? No, it doesn't need to be a pull-out.
(Gordon) And right now I'm worried where Lisa's head is, going into relaunch this evening.
Good evening! (David) I can help you with your bags.
First let's get you checked in.
(Gordon) While it was time to relaunch the inn and restaurant - Little more modern.
- Yep.
We have an order.
(Gordon) I provided the staff with brand-new uniforms that go with the new updated menu that includes wine pairing and beer flights.
First is going to be the grapefruit, then the second is going to be the pilsner.
- These are up here.
- Please get out of here, Lisa.
Off the line.
Actually, I'll just turn this lamp on.
[dramatic music.]
No lightbulb.
[chuckles.]
Oops.
(Lisa) Excuse me.
(Gordon) What's wrong? (Lisa) No lightbulb in there.
Don't worry about it.
Who's complaining about the lightbulb? Oh, just making sure that they have enough light.
Trying to turn it on, then realized it later.
Doesn't matter.
Doesn't matter.
Let's focus on the big things.
Are you always like this over little details like that? I like to have things feel right, and so I'm feeling extra like, an extra need to make sure everything's right that's all.
- OTT.
- Just a fusser.
- OTT.
- Probably.
- Whatever that means.
- Over the top.
- [chuckles.]
- Over the top.
I guess I don't have to be so over the top now, do I? You do not.
[bleep.]
.
What is wrong with her tonight? Do you think she's gonna go back to her old ways when I leave? (Melissa) She might accidentally.
Customer's coming.
Welcome.
(Gordon) While Lisa is nitpicking everything unnecessarily (Jessica) Do you guys have the appetizer for table five? - Oh, sorry.
- We didn't give you that yet? No, you didn't.
- No? - No.
(Gordon) Jonathan is lost in the kitchen, and service is starting to suffer.
What table number's this, please? That is table number 11.
They're waiting on two flank steaks.
Where's the flank steak? Are they coming? Moments.
Moments.
Minutes.
Who's cooking the flank steak? Come on, guys, we can do one four-top at the same time, yes? I designed the menu around the size of the kitchen, the speed of both you working together, okay? [bleep.]
.
Flanks are going.
Come back for the flank.
What the hell is this? Look at me, both of you, both of you.
Cut the [bleep.]
, okay? Look at me.
You're more than capable of doing four [bleep.]
main courses at the same time, especially when there's two of you.
And one of those main courses is the same dish.
We got to talk to each other, but I'm not gonna start sending one dish at a time for a four-top.
- Serious? - Doesn't matter.
It doesn't matter at all.
Jonathan, hey, look at me.
I need some [bleep.]
effort from you a little bit.
I need a little bit of respect, a little bit of effort from you, okay? Yeah, and look at me.
You're the man holding this [bleep.]
thing together.
If you go down, the whole [bleep.]
place is gonna go down.
I need you to step up, okay? I need you to talk a little bit.
And I want four main courses at the same [bleep.]
time.
Oh, dear God.
- Jonathan.
- Yes? You can get your mind set around four main courses at the same [bleep.]
time.
Understand we're serving one table at a time, and we're gonna complete that table, four main courses, three main courses, five main courses.
We're gonna talk together.
Sausage goes with what the two soups? What's coming next? It's gonna be sausage, two carrot soups, and a fried cheese.
- Good.
- For table seven.
Okay, so we're talking now.
- Yep.
- Good.
- Carrot? - Thank you very much.
I have your flank steaks.
Your wine is coming right away, okay? Your sausage.
You guys are all sharing, right? - Yes.
- Yeah.
(Jessica) I think the new Vienna will definitely attract a younger crowd.
- Oh, my God.
- So beautiful.
(Jessica) I'm super excited about the new changes, and I hope they'll last.
I really do.
Right.
We've had ups and downs, but tonight is a prime example of how good and how profitable this business can be.
Customers loving the food.
They love the decor.
I'm leaving you with all the tools to get this place back to where you want it to go.
I do want to ask you one thing.
Sure.
Is there anything that's happened this week that you're not happy with? Yes, I had expected the Blumen's room to be done, not the Koenig.
It was the room I didn't expect.
And the room that we've done - Is amazing.
- Still has problems.
Can I just tell you something really important? - This is not a makeover show.
- I know that.
- Yeah.
- But you're complaining about I wasn't saying I didn't love that room.
It'd be a great shame for you to sound ungrateful.
Oh, I'm not ungrateful.
I am just so shocked From the new management system to Dave I'm coming across wrong if you think that I'm being ungrateful, 'cause I'm really not.
It sounds like that.
No.
Not at all.
I can't come in and wave a magic wand and transform 15 bedrooms and put a brand-new kitchen.
You now know what needs to happen.
I do.
But I need to tell you something that you're not gonna like.
- I arranged for a new stove - You did? To come, and then when I got the engineer to come and survey the place, unfortunately, he had to leave, because he was gonna shut the place down, 'cause there's practices that are taking place in there that aren't appropriate.
You're saying the gas systems The whole setup underneath there.
Nothing's been changed in 13 years.
And it's on the verge of running illegally.
- Okay.
- Mm-hmm.
Listen, I came here to help, but you need to help yourselves and dig deep and stick together, okay? - Thank you.
- Thank you.
- Good luck.
- Okay.
- Thank you, Gordon.
- Okay.
- Good night.
- Thank you.
- Auf wiedersehen.
- Safe traveling.
[exhales deeply.]
Man, that's hard work.
[dramatic music.]
[upbeat music.]
(Gordon) Soon after I left, Lisa and Jonathan reverted to the old Vienna (Lisa) This is something that belongs here.
That came with the house.
What are you doing? You're insane.
(Gordon) By changing the decor and bringing back the original menu.
It's worse than it was.
It looks horrible.
(Gordon) They chose not to take my advice about running the inn properly (Lisa) Listen to me about what should be going on in the kitchen.
(Gordon) And as a result, their reputation in town remains the same.
[crying.]
I love you so much, but you suck as a business partner.
(Gordon) He's lost I have no idea what I'm doing here.
(Gordon) And she's lost it.
[sobs.]
Just wanted to keep it together tonight.
(Gordon) And with the staff suffering as well What's the worst thing she's ever done to you? Smacked me on the back of the head.
(Gordon) I'm not even sure if I can get through to them.
The whole operation is screwed.
What do you think we should do? - Close.
- Have a nice night.
(Gordon) Nestled in the heart of scenic New England lies the small industrial town of Southbridge, Massachusetts.
It's home to the Vienna Inn and Restaurant.
Husband and wife, Jonathan and Lisa Krach, have owned and operated the inn since buying the property back in the year 2000.
(Lisa) Jonathan had this crazy idea of creating the Vienna as an Austrian restaurant and bed-and-breakfast.
She said, "Have you been drinking? I said, "No, not yet.
" [chuckles.]
(Lisa) We try to transport people and to give them that feeling of being in Vienna without having to fly there.
(David) When people come in and they stay here for the first time, they think that Jonathan and Lisa are very gracious hosts, charming, the perfect married couple.
But if you dig a little bit deeper and you stay a little bit longer, you find out it's quite a different story.
(Melissa) Lisa is an emotional person.
She does get upset often.
She will just, you know, explode and she can't help but be upset.
She's over the top.
[snaps belt.]
(Jonathan) My beautiful wife, my boss, sometimes she's not so nice to me.
Why do you always have to dress like a [bleep.]
, like, dumb? There has been a time where I called her a "psycho bitch" 'cause she was being a psycho bitch.
Clean up, man.
I'm done with this.
(Jessica) I don't feel like Lisa's authentic.
When she's crying, I don't feel like she ever means it.
[sobbing.]
Jonathan and Lisa live in a room at the inn.
You can hear them screaming at each other.
You can hear it in the dining room.
So there's no boundaries.
They'll come down after the shift at the end of the night, and they'll have cigars, have some drinks.
The environment can quickly become unprofessional.
She'll go up to a table and ask them about, like, their sex lives.
You are good-looking.
(David) We don't get that many locals at the Vienna.
There's, like, a lot of things that people think in town about the Vienna, and I think it's become a little taboo.
(Lisa) You have those rumors going around.
People say, "Ooh, the Vienna.
They're all swingers.
It's a big brothel.
" It's just it's just ridiculous.
It's ridiculous.
That being said, we're very friendly people very friendly.
(David) People from the outside think the Vienna's doing very well and we're very prosperous, but somewhere in there, we're losing.
(Melissa) They're dragging us down with them, and if they want us to help them, they they need to help us.
(Jonathan) The Vienna is our home, has been for 13-plus years.
And, you know, it's hanging by a thread.
[somber music.]
[upbeat music.]
And this, 5:30 at table five.
Look at this place.
My God.
What happened to him? He didn't last very long, did he? (Jonathan) He found our cat.
[laughter.]
Well, bloody hell.
Dead cat and a cabbage.
Isn't that funny? - Good morning.
- Hello, welcome.
- Nice to meet you.
- Likewise, good to see you too.
Gordon.
First name is? - Melissa.
- Melissa.
(Lisa) Good morning.
- How are you? - How are you? - Lisa Krach.
- Lisa, nice to see you.
- You don't look very happy.
- I do.
- It's my resting face.
- Oh, this is your happy face? - Well, um - Yes, welcome to the Vienna.
So happy to be here.
What happened to the cat? - [chuckles.]
- Poor thing.
(Lisa) Cat got run over.
Oh, I see.
And you got it stuffed? - For Halloween.
- Right.
Actually, better to see you now.
Right, um, yeah.
Uh, love the attire, by the way.
Thank you.
(Melissa) Everyone wears this.
Well, how much are the outfits? About $300, $400.
- $300? - $300.
Average, you know.
They get their own.
I mean, they're their own dresses, you know? Oh, you buy your own uniforms? - Yes.
- Yes, they do.
- Stop it.
- We do.
Well, they have 'em for many years.
And it reminds them to not gain weight.
[chuckles.]
(Gordon) Wow, so who designed the place? Well, uh, my husband and I.
And whose idea was it to buy it? Uh, my husband.
- So it wasn't yours? - It was not my idea.
I was actually very much against it.
Wow.
Why were you against it? It was very overwhelming.
I had two small children.
Probably, uh, after I lost my mind the first year I think we started to get a hang of it.
And who's Austrian? Are you from My husband's half-Austrian and Polish.
- Right.
- I'm not nearly as exotic.
I'm very American.
Right, and he's the chef, right? So he runs the restaurant, kitchen, and you run the inn.
Correct.
And whose idea was the violins on the table? - Mine.
- Where'd that come from? That was actually from an estate sale down the street.
A dead man's violin? - No, no.
- Yeah, why not? I don't want to sit across a table with my wife and look at a dead man's violin.
- Well - Bit freaky, no? I don't know.
What would you rather look at when you see the Vienna? - Her.
- Who's "her"? - My wife.
- Oh, your wife, yes.
But you have to have something to make up that white space.
- What would you suggest? - My wife.
[chuckles.]
You gonna put her on the table? That's kind of scandalous.
I am so [bleep.]
confused.
Dead man's violin.
What about some flowers? Bloody hell, is this place always as clustered as this? - And who's that there? - A Prussian family, of course.
That was, uh, Friedrich, that their family all was murdered - Murdered? - Yes.
Wow.
So dead man's violin and murder on the wall.
Great story to encourage a nice, warm, welcoming dinner.
So why don't I check in upstairs? You can do that right now.
- Yes, please.
- Okay.
- Thank you.
- You're welcome.
Wow.
[shudders.]
Wow.
Interesting indeed.
Just a clutter.
- Your bedroom's over here.
- Rocking chair? Where's that from? That's actually the first piece I ever refinished.
Wow.
So you're quite an antiques hoarder.
- [knock at door.]
- Room service.
Oh, room service.
Come in.
Holy mackerel.
Now, what we have here is some pulled boar.
- Shredded.
Shredded.
- Oh, pulled.
Right.
And then you have a little celery root right on top.
Wow.
And what's that? (Lisa) It's a little parsley.
Excellent.
Um - Take one.
- Would you like me to have one? Yeah, of course.
There's three pieces.
- Okay.
- Excellent.
- Sure.
- Thank you.
- Thank you for sharing.
- You're welcome.
Hold on.
Wait, wait.
Let me put a little bit of the garnish on there You want me to have that? Yeah, we'll have a little piece each.
What did you think of that, by the way? Celery root really don't like it.
The pulled boar maybe just a bit more salt.
Wow.
And what did you think of that? I think it's a nice little surprise for people when they come in to liven up their appetite.
Boar was very watery.
It was very watery.
I did notice that.
And the bread was soggy, soaking wet.
From the celery root.
- Thank you.
- Enjoy your stay.
Please pass on my comments to the chef.
I definitely will.
Here we go.
(Gordon) Oh, dear.
Okay.
Wow.
And who designed these bedrooms? I designed everything.
You designed? Mm-hmm.
I wallpapered it as well.
Seriously? What's this? That's another closet.
What do you mean, another closet? I don't have a closet in my bedroom.
That's the closet that we have because there's an area over here for guests to use.
But where am I gonna hang my clothes? Right over here.
But You don't need an entire closet.
So if you need clothes out of your closet I have to plan ahead.
Do you have the key on you? I do.
Can I see inside? I just I'm a bit freaked with locked doors in my bedroom.
- Gosh.
- Yeah, I'm sorry.
- It's okay.
- Thank you.
- It's right here.
- Oh, it's there? Wow.
[chuckles.]
(Lisa) Just my closet.
(Gordon) Holy crap.
- Stop it.
- Yeah.
- Stop it? - Seriously? (Lisa) All my stuff.
(Gordon) It's like a garage sale in a closet.
(Lisa) That's why we keep a lock on it.
I've got no interest in wearing any of the garments, but thank you.
- You sure? - I'm positive.
100% positive.
Bloody hell.
- What's the price of this room? - This one is $220.
- $220, yeah? - Correct.
And I have to share my wardrobe with the owner.
What's through this room here? That actually goes to my bedroom.
So do you just walk in when you need to get some clothes? From here? No, but from your bedroom to my bedroom.
Well, I only do that once or twice a week.
And what's this? Wow.
It's an antique purse that was actually found in the house, and we thought it was really neat to be able to have.
That's for that's a toothbrush holder in case you decide to take it along with you.
That's a toothbrush holder? Or you could stick tampons in there if you really wanted to.
We do usually have those Oh, they're not in there right now.
- There you go.
- It's an old lady's case.
Mm-hmm, just trying to think of clever ideas to make this feel like a historic inn.
Historic.
- Mm.
- It's definitely historic.
Oh.
Bloody hell.
How old is that? You need that? No, just fascinated to see what's in my basket.
Thank you for that.
Oh, dear.
Everything looks dated.
I mean, first impressions it looks very, very tired.
What is all that? That's if somebody wants to throw roses on the bed.
Oh, for God's sake.
Isn't that adorable? And then they go back in the drawer - I guess so.
- Once you've used them.
Okay, well, I'll look forward to seeing you downstairs.
- I'll have lunch.
- Super.
- Thank you.
- You're welcome.
Wow.
[bleep.]
.
That's freaky.
The owner's bedroom is literally a meter away.
The place is so dated.
What a mess.
[bleep.]
.
Everything's just cluttered.
What a mess.
Look at this.
Ay-yi-yi.
I mean, seriously.
Bloody hell.
[bleep.]
everywhere.
Old decorations.
Terrible.
(Gordon) Shall I sit here, then? - Have a seat.
- Thank you.
You can sit wherever you prefer.
Boom, boom, boom.
Let's get some food out.
You want to get some food out? (man) Yeah.
What's in here? [bleep.]
.
[whispering.]
Lisa, there's junk everywhere.
Mm-hmm.
Yeah, I know.
Everywhere.
Is the whole house packed like this? Of course it is.
- Why? - It's crazy.
Have you always been this bad? It's a new thing I'm coming to terms with.
- Right.
- It's just But you do have a problem with it? Actually, no.
I think I've actually gotten rid of a lot of things in the past couple years.
You don't have a problem with everything I've just seen in the last ten minutes? Wow.
Oh, well.
There you go.
Right, let's, uh Oh, jeez.
Do you know how to say all these? How do you pronounce that? [murmurs indistinctly.]
You've been here a long time.
You must know the lingo.
[speaking German.]
A lot people must point to what they want to order, right? - Yes.
- Or just pick up the last line.
How do you pronounce that? - Koenigsberger klopse.
- Wow.
And how long's this menu been running like this? Since the beginning.
Oh, 13 years ago? Stop.
- Yes, yes.
- Seriously? Let's start off with - Go for the scallops.
- Okay.
Let's do the beer-battered sauerkraut.
Yeah, let's go for that.
And throw the vegetarian mushroom ravioli in as well.
- Wonderful.
- Okay, great.
I'll keep hold of the menu for now.
- Okay.
- Thank you.
Sear it in first.
- Whoa.
- Yeah.
Almost lost it.
Regroup, regroup.
- Where is Missy? - I'll bring it right out.
This is Ramsay's first.
Red pepper beurre blanc.
(Val) Yes, sir.
Our seared diver scallops with a red pepper beurre blanc.
Wow.
Thank you.
And scallops are normally round, right? (Lisa) Yes, they are.
We have beautiful sea scallops.
I'm not sure why they cut it up today.
Oh, normally.
Oh, well - Thanks.
- Okay, enjoy.
Thank you very much.
Looks like the dog's chewed them.
I mean, seriously.
That's rancid.
- [speaks indistinctly.]
- Excuse me? What you like me to give any comments to back to the chef? Comments? Yeah, they're [bleep.]
.
- Thank you.
- Terrible.
We'll have Val take care of it for you.
- Who's Val? - Me.
(Gordon) I like the way you talk about yourself in third person.
Seared diver scallops taste like [bleep.]
.
Taste like [bleep.]
? Really? Wow.
Okay.
Any specific kind of [bleep.]
or just - No.
- Diarrhea [bleep.]
.
Wow.
These here are the Sauerkraut en Backtieg.
And are these edible flowers or not? - They are.
Chrysanthemums.
- They are? - Okay, great.
Thank you.
- All right.
Hmm.
Stay right there.
They are terrible.
I mean, the food is so dated.
It's extraordinary.
They look like a pair of camel's [bleep.]
.
Hmm.
This I have here is the mushroom crepes.
Tarragon crème.
Wow.
I mean, what a [bleep.]
mess.
There she is.
[bleep.]
hell.
Val.
- Val.
- Yes? Delicious.
I mean, [bleep.]
No, no, [bleep.]
delicious.
Seriously.
Really good.
No, the flowers I'm on about.
Oh, you had me going there for a whole second.
I thought it was all about the food.
- I - Maybe next course.
(Val) Jonathan, the flowers are absolutely delicious.
The flowers? And this menu doesn't change every decade? It's the same menu that's been on for 13 years? - Jonathan doesn't change much.
- Except for the additions.
Oh, sorry.
I asked you a question.
- Lisa was answering.
- Jonathan doesn't change much.
- [bleep.]
.
- I'm sorry.
You answer Melissa's question first then I'll go back to Melissa.
You said this doesn't change but once a decade, and I said, "Jonathan doesn't change much.
" (Gordon) Right.
You've been here a long time.
You've seen the place in decline.
What's the big issues here? Little disorganization.
- Things unclear.
- Yeah.
- Nothing consistent? - Yeah.
And, you know, one puts the other on edge, and we get the brunt end of it.
Lisa's listening to every word you're saying.
I can barely hear you.
No, no, I was just talking to Melissa.
Okay, I'm sorry.
I'll leave.
Do whatever you need to do.
What's the worst thing she's ever done to you? Smacked me on the back of the head in front of the customers.
Seriously? - In front of the customers? - Not hard.
But still, uh, demeaning.
- Yeah, I'll say.
- Yeah.
Damn.
He said it was under-seasoned? - Over-seasoned? - Under-seasoned.
- Really? Which? - Everything.
Wow.
Where's Lisa? I will grab her for you right away, Mr.
Gordon.
And grab Jonathan, too, as well, will you, please? And anybody else in the kitchen, please.
(Val) Okay.
- Excuse me, Lisa, Jonathan.
- Yes? Can we meet up in front with Gordon? That's the most edible thing in here.
Right.
Ooh, la.
First impressions I look outside, historic inn.
Unfortunately, you've misspelled that.
It's "prehistoric.
" Everything's so dated.
I go up to the room, and the room's shoddy.
Jonathan, do you not think it's a bit weird that, A, my door's open adjacent to your bedroom, but your wife's clothes are in my closet? I never thought of it that way, but I guess that is odd.
(Lisa) It's weird.
That was shocking.
You just served me one of the worst lunches I've ever eaten.
And it was that bad, I started eating the edible flowers.
You can't be proud of what you just served me and charged me.
No, absolutely not.
Absolutely not.
You're correct.
You clearly have given up.
[dramatic music.]
It tastes like it, and it feels like it.
What do you think we should do? Close, because your heart's not in it.
And I think your head's just in with the clouds.
Embarrassing.
Pretty [bleep.]
awful.
It sucked.
Caught me off guard completely.
I mean, you knew he was coming.
I did.
Really embarrassing.
[voice breaking.]
I really thought we tried harder and I let you down.
I'm sorry.
- You did let me down.
- I'm really sorry.
I always try to tell you that we need to change things and we need to make them sexier, and you never want to listen to me.
[crying.]
I've always wanted to change, and you always say I'm too random, and it's not.
I'm not random.
I'm trying to show you ideas and things that we could do differently.
[sobbing.]
[tense music.]
(Lisa) [cries.]
This sucks.
He couldn't have cooked worse than he did.
Can you pull my ankle? It hurts so much.
Never gonna be able to walk tonight.
Oh, God.
Don't worry about it.
We'll be fine.
We'll figure something out.
He doesn't [bleep.]
listen to me, does he? Oh, that feels so good.
I'm not really that upset.
I'm just crying because I want to right now.
(Gordon) I've heard rumors around town that the basement is known as a swingers' hangout and is used for late-night parties.
So, before dinner service, I want to take a look at what's downstairs.
Wow.
Look at this.
My God.
Some really expensive stuff.
This is crazy.
I can't believe how much stock there is here.
It's like they're spending their money in all the wrong places.
Look at that.
This place goes on and on.
Oh, my God.
"Please shower before entering the mineral spa.
" Mineral spa.
Oh, my God.
This place is like a dungeon a dungeon for swingers.
(Gordon) Tonight is crucial because I need to get my eyes on how Jonathan and Lisa are running the hotel, since both of them seem to be on different pages.
Can I get you beverages to start with? We're getting some wine.
Okay, I was thinking cosmos, but wine is great.
There's so much stuff in here.
I've never seen a kitchen so cluttered.
It's been worse, believe it or not.
(Gordon) How come the food just sits there? Right at the moment, our timing is really not at all good.
- What are these for, Jonathan? - Those are little pre-meals.
Little crackers, little piece of cheese.
(Gordon) Pre-meals.
Can I give that to you to get rid of, please? Uh, to get rid of? - Yeah, i.
e.
trash.
- Oh.
You can't serve that on bits of paper for customers to eat.
You can't ask them to dip into a [bleep.]
doily with a cracker and then a flower.
Mmm.
Yum, yum, yum, yum.
It's just No, it's a bit [bleep.]
up.
Do you know what I mean? It's not your place, but it's just a bit weird.
[exhales deeply.]
- You okay? - Yeah.
No, I'm fine.
I'm okay.
When were the chickens roasted? Two days ago.
That's the last of them.
Why do we roast them two days in advance? They're delivered twice a week.
They're cooked up the delivery day.
What kind of impression do you think you're sending out to your customers when that chicken's roasted two days before they come? I-I-I When do you think this chicken was roasted? - You ordered it - Oh, my goodness.
I hope it was today.
It was roasted 2 1/2 days ago.
I am not happy to hear that at all.
That was gonna be dry as a dog's bone.
But anyway, try to enjoy.
- Okay, thanks.
- I don't feel well anymore.
Thank you.
I will try.
They've been coming for 12 years.
You need to seriously just focus on getting this night done.
And they sit there all schmuck.
I want to kick them out right now.
Do you want us to take the food back? I mean, this is, like, so disappointing that you guys feel this way.
I thought we were friends, and I thought you would've maybe told us if you felt the food sucked that much, you know? It's really Gosh, I feel I feel like I want to pass out right now.
[bleep.]
hell.
Um, so The lady you were just talking to over there had no idea her chicken was roasted 2 1/2 days ago.
- It was roasted 2 1/2 days ago? - Yeah.
I didn't know that.
I mean, it's not my business No, just God, you two are so defensive.
There's 1,000 different ways to make spaetzle.
I'd like to I'm talking about the chicken.
I'd love to find out the proper way.
Chicken, I'm talking to you about the chicken.
Yeah, well Make an excuse again.
- Nothing - Got to focus on Nothing resonates with you, does it? It certainly does.
Absolutely, it all does.
What in the hell? Ah, I just wanted to keep it together tonight.
That's all.
[laughing.]
Ah, crazy.
Are you, like, manic or something? I'm manic.
Yes, I am right now.
How's it going, guys? Something between [bleep.]
and awful.
What does it mean when it feels like an elephant's sitting on your chest? Oh, you don't have a heart.
You can't have a heart attack.
(Jonathan) Are you hungry, Gordon? What is this? That is bacon.
Should be on a different shelf.
And this here? That shouldn't be thrown there either.
What's that? Beer batter for the beer-battered shrimp.
That should be thrown out.
And this one? Let me just set that on top.
Sure, put it right on top.
What is all this? That was bacon.
- No, no, no.
- Okay.
Why is it in the fridge like this? I dropped it one shelf below.
Instead of putting it where it belongs, I put it on the corner.
Normally these things are pretty orderly.
This is a complete cluster[bleep.]
.
And what's that? Corned beef.
Let's get outside.
Lisa, let's go outside.
(Gordon) What is going on? The whole operation is screwed.
The kitchen, shocking.
The line, disaster.
Cross-contaminated, raw meat, cooked meat [bleep.]
everywhere.
And then the biggest asset where all the money is is downstairs in the wine cellar.
Who's maintaining standards here? He is.
I cannot believe what you've just done in there.
I really enjoy it.
- You can't enjoy that.
- I swear to God, I do.
I must be, like, cuckoo in the head or something.
Well, you need help.
- Maybe.
- He does.
You need to wake up.
[bleep.]
.
I think we can do this.
I know we can do this.
Yeah, but not just you and you.
I want it to be you and I, because you so don't listen to me most of the time.
Like, when I tell you, "It's time to come home, Jonathan.
It's time to [bleep.]
come to bed.
" And you just say, "[bleep.]
you.
" You know, [bleep.]
you now.
[bleep.]
you, Jonathan.
[crying.]
I love you so much, and you're such a great guy, but you suck as a business partner.
- You really suck.
- Thanks.
So you want to re-create this.
You want to Get divorced.
I don't want to get divorced.
You want to get divorced? No, I don't want to get divorced.
Why has it always been your way? 'Cause you know more than me? Apparently I don't.
I'm as stupid as you think I am, if not worse.
(Lisa) [sighs.]
Thank God.
Let's go in the back door.
(Jonathan) [sighs.]
[bleep.]
.
Okay, give me a drink.
I couldn't get this down fast enough.
That looks pretty good.
All right.
[bottles clinking.]
- Have a nice night.
- [laughs.]
Ahh.
(Melissa) It's gonna be okay.
Thanks for being on the other side.
Appreciate it.
[coughs.]
Oh, sorry.
[coughing.]
That bourbon was really strong.
[coughing.]
Crap.
Crying again? It's not really crying.
- It's just releasing.
- Release it.
Lisa, can I have you and him together, please? Sure.
I'm unconvinced, and I've never met a couple so undeserving of my time.
And I think you, Lisa you're just faking it.
I'm just trying trying to get through the night tonight.
No, you're acting.
The crocodile tears are there.
Next minute's a laugh.
It's self-preservation.
And it's the only way for me to get through the day.
There's no heart.
There's no feeling.
- There's a lot of heart - No, there's not.
I love what I do.
And what do you love drinking with your friends? I don't do much drinking.
I'm not the party girl.
He's the party boy.
So there's no parties way on after service downstairs in the basement with the customers? Not in the past, like, ten years.
Jonathan, you've lost interest.
I'm a mess.
(Lisa) Yeah, you are.
So the first thing I want you both to do is to pack a bag.
I want you to get out of here.
Start packing.
[dramatic music.]
(Gordon) After sending Lisa and Jonathan away for the night, I'm hoping they can start to realize the effects they are having on the Vienna.
But before they return, I called a staff meeting Morning.
- Good morning.
- Morning.
(Gordon) So I can get a better understanding of the damage that Lisa and Jonathan are doing.
I didn't get a chance to meet you yesterday.
I'm Jamie.
Do the housekeeping here.
Okay, great.
Let's get one thing right.
I'm here to help.
Having done my research, I mean, the one positive feedback I've had is about how good the staff are, 'cause I know, you know, just how bad things are, and having witnessed that service last night, I'm appalled.
Is it always like that? - Yes.
- Yes.
- Screaming? - Yes.
People can hear them in the dining room.
I've had tables that have asked if everything was okay in the kitchen.
We can't be expected to be professional all the time when they're not professional.
After our shift, they'll sit down with a table and expect us to wait on them, hand them drinks till midnight.
If we leave, they get upset.
So guests stay here, and they're drinking downstairs in front of those guests, sometimes with the guests.
See, there's no separation between business and personal.
(man) When you're sitting here entertaining your table, she'll find something wrong that you're doing, and she'll come and point it at you right in front of your table.
(Jamie) She's just rude.
She texts me sometimes really rude text messages like, "Oh, you forgot this," or, "You forgot that," or, "Why didn't you do this?" - And, "Why wasn't this done?" - It's crazy.
(man) Another problem that we've really been having is we don't have an actual payroll system.
There's no payroll system? And then they'll say, "Yeah, I'll get you one.
" - And you just never - Asking for your salary? Yeah, we have to ask for our checks.
"Yeah, I got I got 20 bucks right now.
"That's all I got right now.
Tomorrow morning I'll see you.
" They're drip-feeding your salaries.
My bank does not take the checks.
Neither does mine.
When was the last time you had a staff meeting and discussed this? (all) Never.
I'm sorry, but I want to put an end to all this.
Here's what we're gonna do.
They're arriving any minute now.
And my message to them is, if they're not prepared to bring in a level of professionalism and understand those boundaries need to be met on a daily basis, they're gonna lose the inn, and they're gonna lose you.
Let me go and get them.
I let myself continue to be abused.
They need to know that it has to change.
And it can't just be brushed off anymore.
I had a chat with the team.
They're not in a good place.
And you've abused them.
There are no boundaries.
They're your staff.
And they need to be treated a certain way.
Let's go to Jamie first.
I'm really concerned about the abusive texts that you send him.
Why would you send him abusive texts? You would send me a picture, like, "Oh, you forgot this," or, "You didn't do this right.
" You told me that you worked at a lot of other places and you knew how to clean, and then the toilets aren't cleaned and stuff.
It's really important.
But some of that stuff doesn't work.
So it's, like, I'm sitting there scrubbing, and nothing's coming up, and you'll be like, "Well, go do it again.
" And it's like, I'm trying to do what I can.
None of these talented individuals get paid on time.
I want to know why they don't get paid on time.
Because I don't have a payroll system in place right now.
Well, that's a [bleep.]
disgrace.
That is disgusting.
And then you want them waiting on you up until all hours of the early morning while they tidy up after your crap and then you can't even be bothered to pay them on time.
It's a it's a mess.
No, you are a mess.
(Lisa) I need to say something, though that almost every single person here, we've given them loans.
You're lending them money to buy uniforms to work in your [bleep.]
business.
- Right.
- That's absurd? - Why? - Why? Absurd to pay for a uniform? The business should be providing the uniform.
Well, maybe we need to do that.
Yes, you do.
I never thought about it that way.
- Whose business is this? - [sighs.]
(Jonathan) I've tried to create here a place where people can come and and relax and escape from their stressful lives.
"Escape from their stressful lives" to hear you and Lisa scream at each other? Are you [bleep.]
kidding me? We don't always scream at each other, but when we do Look how small this place is.
You live here, so you've got no idea how many times you do it.
The love, affection, and respect that they've shown you is extraordinary.
And the sad news is you both don't deserve it.
(Jonathan) I'm sorry.
I will change.
I just hope you guys want to continue.
I just want to say thank you for your honesty, loyalty.
There's some other important people I want to introduce you to this morning.
Thank you.
- Thank you.
- Thank you very much.
[voice breaking.]
Thank you, guys.
Good morning, ladies and gentlemen.
- Morning.
- Good morning.
So, Lisa and Jonathan, I've asked some ex-customers, locals, to come and give you some feedback.
Has anybody stayed there recently? We did.
The room we stayed in it had tools and screws - and instruction manuals.
- Lightbulbs.
Wow.
So it's not just me.
For the air conditioners and stuff, yeah.
That's right.
You're right.
Madame, give us an insight to your experience, please.
I do have to say, my husband ordered scallops, and they were raw.
We returned them.
The decor was very outdated, and it feels very cluttered.
You feel like you're locked in a closet.
It's just overwhelming when you're trying to have a nice dinner.
I would never come back there if things don't change.
Okay.
What do you guys think about the uniforms? It's a bit much.
The poor ladies were kind of revealing.
Our server was the nicest person, but I think it takes a lot away from them.
It doesn't need to be in your face.
The reputation locally is crucial.
What have you guys heard? I've heard that it's a swingers' hangout.
(woman) I heard that as well.
When I had mentioned the Vienna, they say, "That's where the swingers go.
" You eat downstairs, and then you go upstairs is what I was told.
But you've heard this before? - We've heard it for 13 years.
- I've heard it on the street.
But is this due to your late-night drinking - and the partying? - I don't think so.
But what I'm trying to say is that there are no boundaries.
It's an oasis down there that has got a Jacuzzi, a massage table, and if the word has gotten out around town and then People misunderstood that room, and that's where it all started.
I'm just saying, it's either a business, or it's your home.
There's no crossover.
The mixed messages you're sending is your own fault 'cause you haven't been clear.
I used to come to the restaurant probably every month or so, and I can tell you have a lot of, like, passion for your heritage, but it's not in the food anymore.
If Gordon can help you take your heritage and the food and modernize it and you can progress with that, I'll come every Friday.
Mark my words.
It's a promise.
Do you have anything to say, both of you, to these guests? Thank you so much for your honesty and input and really, really appreciate it.
We're gonna be making some big changes to address many of the things you talked about.
The staff have been incredibly loyal.
They haven't been treated the way they should have been treated.
I'm undecided about these two, but I am committed to that team, 'cause I see what is at stake and the jeopardy they face going forward.
Now I've got something else important to sort out.
[upbeat music.]
(Gordon) After leaving Jonathan and Lisa, I moved forward with my plans to help renovate the inn.
I brought in sommelier Dave Foss to create a beverage program Just have a look in here.
I mean That wine's fantastic.
(Gordon) From the excessive inventory they weren't using.
'03.
Oh, that's delicious.
(Gordon) My team worked up to the last minute transforming the many spaces at the Vienna.
- Wow.
- Oh-ho.
- Wow.
- That is amazing.
Holy smokes.
- This is beautiful.
- This is incredible.
Bravo.
(Gordon) The Vienna had no organization for managing their day-to-day operations.
So I gave them a state-of-the-art system to help with all their hotel operational needs.
Welcome to the WebRezPro system.
And this will help transform your business.
It will link up to the POS system, and it will give you data like you've never had before.
Fabulous.
You need to be organized, from the inventories to the wage costs to the salaries to the POS systems to the checking-in and the checking-out system.
And the good news guests can now book online.
So this should relieve a huge headache.
(Gordon) I could see that everyone was thrilled with the changes at the Vienna.
Good.
Have a good look round.
(Gordon) But as I watched Lisa Where's this stuff from? (Gordon) I noticed she was dissatisfied with the renovations.
These are different chairs from the other ones, aren't they? I was just seeing if it was 100% cotton.
Is that a pull-out? No, it doesn't need to be a pull-out.
(Gordon) And right now I'm worried where Lisa's head is, going into relaunch this evening.
Good evening! (David) I can help you with your bags.
First let's get you checked in.
(Gordon) While it was time to relaunch the inn and restaurant - Little more modern.
- Yep.
We have an order.
(Gordon) I provided the staff with brand-new uniforms that go with the new updated menu that includes wine pairing and beer flights.
First is going to be the grapefruit, then the second is going to be the pilsner.
- These are up here.
- Please get out of here, Lisa.
Off the line.
Actually, I'll just turn this lamp on.
[dramatic music.]
No lightbulb.
[chuckles.]
Oops.
(Lisa) Excuse me.
(Gordon) What's wrong? (Lisa) No lightbulb in there.
Don't worry about it.
Who's complaining about the lightbulb? Oh, just making sure that they have enough light.
Trying to turn it on, then realized it later.
Doesn't matter.
Doesn't matter.
Let's focus on the big things.
Are you always like this over little details like that? I like to have things feel right, and so I'm feeling extra like, an extra need to make sure everything's right that's all.
- OTT.
- Just a fusser.
- OTT.
- Probably.
- Whatever that means.
- Over the top.
- [chuckles.]
- Over the top.
I guess I don't have to be so over the top now, do I? You do not.
[bleep.]
.
What is wrong with her tonight? Do you think she's gonna go back to her old ways when I leave? (Melissa) She might accidentally.
Customer's coming.
Welcome.
(Gordon) While Lisa is nitpicking everything unnecessarily (Jessica) Do you guys have the appetizer for table five? - Oh, sorry.
- We didn't give you that yet? No, you didn't.
- No? - No.
(Gordon) Jonathan is lost in the kitchen, and service is starting to suffer.
What table number's this, please? That is table number 11.
They're waiting on two flank steaks.
Where's the flank steak? Are they coming? Moments.
Moments.
Minutes.
Who's cooking the flank steak? Come on, guys, we can do one four-top at the same time, yes? I designed the menu around the size of the kitchen, the speed of both you working together, okay? [bleep.]
.
Flanks are going.
Come back for the flank.
What the hell is this? Look at me, both of you, both of you.
Cut the [bleep.]
, okay? Look at me.
You're more than capable of doing four [bleep.]
main courses at the same time, especially when there's two of you.
And one of those main courses is the same dish.
We got to talk to each other, but I'm not gonna start sending one dish at a time for a four-top.
- Serious? - Doesn't matter.
It doesn't matter at all.
Jonathan, hey, look at me.
I need some [bleep.]
effort from you a little bit.
I need a little bit of respect, a little bit of effort from you, okay? Yeah, and look at me.
You're the man holding this [bleep.]
thing together.
If you go down, the whole [bleep.]
place is gonna go down.
I need you to step up, okay? I need you to talk a little bit.
And I want four main courses at the same [bleep.]
time.
Oh, dear God.
- Jonathan.
- Yes? You can get your mind set around four main courses at the same [bleep.]
time.
Understand we're serving one table at a time, and we're gonna complete that table, four main courses, three main courses, five main courses.
We're gonna talk together.
Sausage goes with what the two soups? What's coming next? It's gonna be sausage, two carrot soups, and a fried cheese.
- Good.
- For table seven.
Okay, so we're talking now.
- Yep.
- Good.
- Carrot? - Thank you very much.
I have your flank steaks.
Your wine is coming right away, okay? Your sausage.
You guys are all sharing, right? - Yes.
- Yeah.
(Jessica) I think the new Vienna will definitely attract a younger crowd.
- Oh, my God.
- So beautiful.
(Jessica) I'm super excited about the new changes, and I hope they'll last.
I really do.
Right.
We've had ups and downs, but tonight is a prime example of how good and how profitable this business can be.
Customers loving the food.
They love the decor.
I'm leaving you with all the tools to get this place back to where you want it to go.
I do want to ask you one thing.
Sure.
Is there anything that's happened this week that you're not happy with? Yes, I had expected the Blumen's room to be done, not the Koenig.
It was the room I didn't expect.
And the room that we've done - Is amazing.
- Still has problems.
Can I just tell you something really important? - This is not a makeover show.
- I know that.
- Yeah.
- But you're complaining about I wasn't saying I didn't love that room.
It'd be a great shame for you to sound ungrateful.
Oh, I'm not ungrateful.
I am just so shocked From the new management system to Dave I'm coming across wrong if you think that I'm being ungrateful, 'cause I'm really not.
It sounds like that.
No.
Not at all.
I can't come in and wave a magic wand and transform 15 bedrooms and put a brand-new kitchen.
You now know what needs to happen.
I do.
But I need to tell you something that you're not gonna like.
- I arranged for a new stove - You did? To come, and then when I got the engineer to come and survey the place, unfortunately, he had to leave, because he was gonna shut the place down, 'cause there's practices that are taking place in there that aren't appropriate.
You're saying the gas systems The whole setup underneath there.
Nothing's been changed in 13 years.
And it's on the verge of running illegally.
- Okay.
- Mm-hmm.
Listen, I came here to help, but you need to help yourselves and dig deep and stick together, okay? - Thank you.
- Thank you.
- Good luck.
- Okay.
- Thank you, Gordon.
- Okay.
- Good night.
- Thank you.
- Auf wiedersehen.
- Safe traveling.
[exhales deeply.]
Man, that's hard work.
[dramatic music.]
[upbeat music.]
(Gordon) Soon after I left, Lisa and Jonathan reverted to the old Vienna (Lisa) This is something that belongs here.
That came with the house.
What are you doing? You're insane.
(Gordon) By changing the decor and bringing back the original menu.
It's worse than it was.
It looks horrible.
(Gordon) They chose not to take my advice about running the inn properly (Lisa) Listen to me about what should be going on in the kitchen.
(Gordon) And as a result, their reputation in town remains the same.