Hotel Hell (2012) s03e03 Episode Script
Town's Inn, Part 1
1 [dramatic music.]
(Gordon) I'm visiting a historic town in West Virginia where I meet one of the most bizarre owners I have ever encountered.
Just like Hoarders Anonymous junk on top of junk.
Not only is she unaware of the damage she has done The wall's rotten, and you're just gonna paint over it? It's really solid.
You can't just Band-Aid this place.
But her unwillingness to change or even listen You're boiling a burger? I eat them often.
We're all pretending that this is good.
Proves to be the biggest hurdle for me.
You are seriously in denial.
[upbeat classical music.]
Just 60 miles from Washington, D.
C.
is one of America's most celebrated small towns, Harpers Ferry.
Situated between the beautiful Potomac and Shenandoah rivers is the Town's Inn (Jason) My wife Ana and I bought the inn from my mom back in 2007.
We want it to be a good investment, but we also bought it more with our hearts than our heads.
I think it's the type of woman who's happiest when she's working, so we figured this would be a good place for her to work and enjoy the season of life that she's in.
(Karan) I'm a grandmother, so it's kind of "grandmother's house.
" And I'm here mainly because I've retired from teaching.
I love historical properties and decided that being an innkeeper would be a fun thing for the rest of my life.
The Town's Inn is probably kind of like a circus.
Karan's the ringleader, and you never know what's gonna happen next.
(Brenda) Working for Karan is interesting.
It's frustrating.
She's pretty set in her ways.
And it's her way or the highway.
(Jason) I think what makes someone a good mom isn't necessarily what makes someone a good boss or a good business owner.
Karan, as a businesswoman she don't have no experience.
And that's awful.
[dramatic music.]
(Chelle) Karan treats this place as both her business and her home, but more her home.
I mean, her bedroom is in her office.
You know, she sleeps right there, pretty much in the dining room.
(Jeff) I have asked Karan, "Is this your home or a restaurant or is it a inn?" You can't have it all three ways and expect to make money.
Karan is absolutely a hoarder.
Karan hoards her clothes, old shoes, books, baskets.
Don't even get me started on those damn baskets.
There's baskets everywhere.
You could open a closet in the hotel room and could see a pile of baskets.
You could walk in our server area, open the fridge, and I bet there'd be a basket there, because they're literally everywhere.
(Chelle) Karan's in denial of what's wrong.
She needs to separate herself from this place, or things aren't gonna change.
We are suffering.
We are in debt.
The customers are going away.
(Jason) While we don't want to sell the Town's Inn, I think we're certainly at a crossroads of just saying, "Is this becoming overwhelming for my mom?" You know, she's not getting any younger, and it just could be a potential train wreck.
So if the ship is sinking, then we want to make sure we get our mom off of the boat before it sinks.
[light music.]
(Gordon) Wow, look at this place.
Gorgeous.
Fresh food.
Wow.
- Nice to see you.
- I'm Karan Townsend.
- Karan, good to see you.
- I'm glad you're here.
My, what a gorgeous little town.
Does it remind you of Europe? Isn't it kind of the quaint village? It reminds me of a movie set.
I mean, it's just literally It's been used as that many times.
- Has it really? Wow.
- Yeah.
Okay, let me just have a quick look 'round, and, yeah, I'll follow you.
- Okay.
- Um, what's all this out here? What is that? Oh, that's just for watering the plants.
Yeah, and we get a lot of hikers.
- Wow.
- And it rains here sometimes.
- What is this? - Who knows? It's been here a long time.
It looks just like Freddy Krueger's hat.
- It could be.
- Whose is this? It's just there for anybody that wants to borrow it.
Oh, I see.
And does anyone borrow that? - Tell me.
- They haven't yet.
No? Interesting.
Another one as well.
And what are these - They're all for sale.
- They're oh, they're for sale.
Yeah, see? Summer hats.
How much are these? $20.
$3 to $20.
- $3 - Depends.
- And this is how much? - Uh, maybe not marked.
Whatever you want to offer.
We're very flexible.
I'm not too sure if it's my style, and, uh - Oh, that's dusty there.
- That's a pretty special one.
- Why's it so special? - Because it's got - Full of dust.
- Yeah, West Virginia on it.
- Uh, how much is - And this is almost heaven.
- How much is that one? - It's whatever you offer.
Are these second-hand? No, not that.
Some things are, but not that.
- Well, it's your business.
- Okay.
Are you selling many? Are you are you busy? No, we don't really sell a lot of hats.
- Oh, I see.
- Mm-hmm.
Well, you've got customers in already.
- Hello.
- This is my friend Sarah.
- Sarah, oh.
- Nice to meet you.
- Ah, well, good to see you.
- Nice to meet you.
Are you joining us for lunch today, or are you I have no idea; I'm up to whatever.
- I'm here I do, uh - What does that mean? - She's just a family friend.
- Oh, you're a friend? Oh, okay, right.
So you aren't a customer.
- I'm so sorry.
- I'm not a customer.
Is this a convenience store, or is it This is the dining room.
Wow, I mean, it's very claustrophobic in here.
(Karan) It is.
(Gordon) There's bits and bobs of everything.
Those freaky dolls what are they for? Well, they are sort of souvenirs.
Are you selling lots? We do.
Mm-hmm.
[blowing.]
Wow, a bit dusty.
A lot of people who come here have children.
They're looking for something to take back.
What about this one here "collector's choice"? - How much is this one? - I think $25.
[bleep.]
It's so dusty.
(Sarah) I didn't know they were for sale.
You didn't know they were for sale? How much does this room make a month? Um I can't give you an exact figure because - Right.
- We record the purchases - in with the restaurant sales.
- Yeah.
But I would say 15% of sales.
- 15%? - Mm-hmm.
Who drinks all this cider? No, actually we use that in the restaurant.
- Jeez.
- (Karan) Well, but we sell a lot of it.
It's good in the summer June, July, and August.
- Now, my daughter made those.
- Right, what are they? They're little hats for little children.
It's full of dust and hair.
And what's this? (Karan) Hot pads, hand-made.
- Hot pads? - Mm-hmm.
Is that $60? Who buys this? People with children.
I hope people with children.
[giggling.]
That's full of dust inside.
Well, you have to wash it before you use it.
Look.
- And what's this, uh - This is Sarah's journal.
- So she keeps a journal? - Yeah.
Wow, so it's, uh it's almost like a novel.
It is, and she puts sermon notes and telephone numbers, and prices - Wow.
- She calls it her brain.
Look: "public bathroom, decorate with baskets.
" - Wow.
- Yeah.
She decorated the baskets up in my washroom.
Oh.
Oh, dear.
Okay, wow, so, um - All right.
- What's that there? (Karan) That is a bottle holder.
You can put like a water bottle in it.
- Oh.
- So it does appeal to Wow, I thought it was a jock strap.
- Do you know what - Uh, you know, it could - It looks like a jock strap.
- Uh, yeah.
- I hadn't thought of that - Wow.
But you got a point.
- What's that down there? - This that's our bread.
And then behind that is the closet where our potatoes are kept.
But are are the loaves for sale too? If someone asks for them.
And hikers do sometime, but normally, it's, um it's just for the breakfast.
We have toast.
You expecting a lot of people? That's how much we go through in a few days, - believe it or not.
- Really? Unfortunately, they're out of date as well.
Couldn't Are you serious? 2nd of November.
Okay, you're right.
Today's the 6th.
- Oh, that's very embarrassing.
- Damn.
Let's go to my, uh, my room.
What is that? Oh, these are my famous baskets.
Baskets? [bleep.]
(Karan) Yeah, I love baskets, and I collect them.
"Beautiful Baskets 4 Sale.
Prices vary from $1 to $30.
" Stop it.
$30? - Well - Man! Some of them are very unique.
You're telling me that families come in here and they go for a hike, and they buy these baskets on the way - Mm-hmm.
- To the mountains? - Mm-hmm.
- Stop.
This one's full of bugs.
I guess I wouldn't buy that one, would you? - $12? - Mm-hmm.
And that's with the cockroaches? We don't charge extra.
Wow, that was $12.
99.
It's reduced down to $5.
Oh, bugs in there, as well.
Bloody hell.
Do you get them as gifts and then resell them? No, I just buy them when I find them places.
- I collect them.
- Oh, what the hell is that? - It's a Easter basket.
- Ah, that's an Easter basket? - Mm-hmm.
- [bleep.]
hell, poor bunny.
And how much is that? $1.
- Yep.
- Wow, can you go any lower? - Nope.
- Eh? We don't deal in cents.
Ay, yi, yi.
Karan, you're starting to scare me.
Seriously, you are a basket case.
- That's a good point.
- Honestly.
There's dust everywhere up here as well.
When was the last time this place was dusted? Uh, theoretically, every day.
- Every oh, every day? - Yeah.
- This is my room named after - This is.
- The river.
- Potomac River.
Wow.
Bloody hell.
Oh, dear.
And this is it? Wow, uh wow.
We have five rooms.
This one is $130.
Oh! Oh, [bleep.]
.
[laughing.]
What what happened there? It you're taller than I am.
See it just lays up there on the on top of the no, see, there you go.
The pole is too short, my darling.
Look.
- So see? - There you go.
[laughing.]
Look, that's there.
And this has been here since 2007 - Right.
- And it's never fallen down.
Oh, really? Flippin' A.
- [tin crashing.]
- Oh, [bleep.]
.
Okay.
Let's leave them there for now, and let's get some light in here.
Okay, I'm gonna unpack.
That that's private.
What do you mean, it's private? This is my bedroom.
Uh, well, but this is off-limits.
It's got a lock on it.
It's like a storage closet.
But if I'm paying for the room, I'd like to get into my wardrobe.
You're not paying for that.
You're paying for everything else.
- Well, then - [laughing.]
We've got these little things you can put your suitcase on.
But what's in here? My clothes.
- Your clothes? - Mm-hmm.
Seriously? - Seriously.
- So you And it's very inconvenient when there are people here and I can't get to my clothes, but I live with it.
Um, I want to hang my clothes in my wardrobe.
1840, we we use hooks.
- Hooks.
- Mm-hmm.
Uh, why don't you get me the key to open this? I need to hang my, uh, my jacket.
Uh, you'll just have to use a hook.
[laughing.]
Um, once again, this is a rental.
You're renting me a room.
I'm here to help you, and I'd like to use my wardrobe.
Mm-hmm, I Could I have a look inside then, please, 'cause I'm just worried in case you put somebody in there.
[suspenseful music.]
There you go.
There are all your clothes? Mm-hmm, literally all.
- That's it? - That's it? Well, there's a few jackets in the wardrobe upstairs.
So you have another wardrobe? Right above us is another room.
And another room that you rent out - Mm-hmm.
- With a padlock on.
- Mm-hmm.
- Come on.
You're paying $130 for the owner's clothes to stay in the wardrobe.
That's a first for me.
Congratulations.
I feel really uncomfortable about having my wardrobe full of all your clothes.
I'll I can cover it up, but it stays locked, so you can just ignore it.
Can I just have half of this, then? - Do you mind? - Oh, okay.
Chelle? (Karan) Chelle? [lively music.]
Wow, how much [bleep.]
can one get [laughing.]
into the wardrobe? Gordon wanted you to bring some of those clothes and things down.
Just put them in my office, okay? [knocking on door.]
- (Chelle) Oh, my.
- Oh, my.
Do you see Karan wearing this stuff? No, Karan wears about two outfits.
(Gordon) What do you mean she wears two outfits? I've never seen her in anything other than what she's wearing in denim and beige.
It's like garments from the Civil War.
Do you ever go through this stuff, Karan? Do you ever think, "Wow, I'll change color today maybe a bright color with red or blue?" Seasonally.
- Seasonally? - Mm-hmm.
So this is your fall look, now.
This is this is how we head into winter.
In the summer, it's usually denim or a beige.
Denim, okay so no white after Labor Day, then.
[sighs.]
Never.
Never, okay.
Thank you.
- Thank you.
- No problem.
Wow, this is crazy.
I mean, I've never met such a basket case like this in all my life.
I mean, the place is cluttered.
And it's almost like her belongings are everywhere.
You turn left or right, there's either a basket or an item of Karan's clothing.
What is that? [light music.]
Ugh.
[bleep.]
Oh, my [bleep.]
.
Pillowcases.
What's in here? Looks like a blanket.
More baskets.
More baskets.
Of course.
My room is cluttered.
And here look at that in there.
Oh, my God.
Look at all this stuff.
[bleep.]
[snorting.]
How could you fit all that in there? That is, um definitely took skill.
- Where is she? - Downstairs in the dining room.
Ask her to come up here, please.
This is insane.
(Chelle) Karan? Yes? (Gordon) Karan? Yes? Uh look at all this stuff.
Shoes, handbags, scarves.
Just smell them.
- Oof.
- It smells like my shoes.
[chuckling.]
But they stink, my darling.
They reek.
You can't smell Let me smell your shoes.
[laughs.]
You want to smell my No, they smell they smell, like, um like my shoes, yeah.
They shouldn't be in my room.
Mm-hmm, well, like I said, in my mind, you rented everything except this wardrobe, which I locked up.
Well, you didn't tell me that when you took my money.
You didn't ask.
Uh And what about these? Those are extra sets of linens.
Yeah, but why do I want all them underneath my bed? You don't need to be under the bed, do you? But we'll get this out for you.
And I'll just put it downstairs.
Right.
[dramatic music.]
Please [sighs.]
Unbelievable.
I just want to sleep in a room that's not clustered.
- Oh.
- Excuse me.
- Watch your step, please.
- Watch out (Gordon) I have never experienced a place like this before.
Dolls, hats, baskets full of bugs, my wardrobe full of the owner's clothes.
To be honest, I'm frightened about the meal I'm about to eat.
[overlapping chatter.]
What's that? What is that? That looks like, uh, something that - Can I buy this? - Absolutely.
Chopsticks? Why would you go hiking with a [bleep.]
pair of chopsticks? - And a little wooden spoon.
- I'll take that.
You can add it to my tab.
Brenda, I'm feeding Gordon.
Yes, ma'am.
- [sighs.]
- Right here.
I'm gonna start you with an ice water, okay? - Yes, please.
- [train horn blows.]
- And Brenda's gonna be - [bleep.]
Ow.
How often does that thing go through? Once an hour at least.
Yeah, any chance it can go through the hotel? Nah, I wouldn't think so, no.
[light music.]
[whispers.]
What is going on? [train horn blows.]
[bleep.]
"The Town's Inn in Harpers Ferry.
Almost heaven.
" Certainly not my room, that's for sure.
- Hi.
- How you doing? - How are you? - All right.
- Oh, my gosh! - First name is? - Lamont.
- Lamont, good to see you.
- What do you do? - Little bit of everything.
Big question: where do you store your clothes? Do I have any of your clothes - in my room? - Oh, no, no, sir.
No, sir.
No, 'cause we're the same size.
Oh, no.
[laughing.]
- Shoes under the bed? - I promise no.
- Toys under the bed? - None of mine.
- Promise me? - I promise.
- Excellent, put her there.
- I promise you, yes, sir.
- Good to see you.
- Nice meeting you.
- Likewise.
- All right.
- Are you ready? - Nice to see you.
How long have you been here? - Two years.
- Two years? How's it gone? It's a little frustrating sometimes.
In which way? Ms.
Karan is just very chaotic.
She's eccentric.
- Wow.
- Yeah.
We have to knock on her door when we come in and let her know we're here.
Right.
And sometimes she'll slam the door in your face, or you never know what you're gonna get.
- Really? - Yeah.
I've never quite come across an owner that was - Right, right.
- So out there.
And all this stuff outside Is that a fridge outside? That's our, um, kitchen products.
- Outside? - Outside.
Yes.
And this fridge here? That is for the owners' stuff.
They keep their food in there.
- Stop it.
- No.
Look, he's gonna go look.
Oh, my God.
Stop it, stop.
Let me move this.
Seriously? Oh, I'm scared.
What is that? What is that? What is that? I have no idea.
[bleep.]
[suspenseful music.]
- I don't know.
- That is gnarly, huh? Gnarly he said that's gnarly.
So you have your own personal fridge as well? - Yeah? - Yeah.
- Outside? - Well, there's no room inside.
Yeah.
Okay, and what's that over there? - Over there? - Yeah.
This is where we store our produce.
This is for the restaurant? - Yes.
- Seriously? Look at that.
Ugh, oh, man.
(Karan) I can show you the receipts.
We buy it fresh every week.
I'm not interested in the receipts.
Fresh every week or every season? - Yeah.
- No, touch it.
Week.
I don't want to touch it.
- You don't want to touch it? - No.
But you want to serve it? Karan, look.
It's disintegrating in my hands.
I don't even want to touch it.
More fridges down there? Yeah, this way.
Bloody hell.
Man.
How old are these freezers? This one's about three years old.
No.
When was the last time it was defrosted? - I don't know.
- Bloody hell.
And all this stuff stays outside? Yep.
[bleep.]
What's in here? And that's a fridge.
- [bleep.]
- So that's more like a fridge.
So it's a fridge operating We use it as a fridge, mm-hmm.
But there's more bread in here.
Yeah, uh, this is how much we need.
We keep running out of stuff.
You do not need all this.
Absolutely impossible.
- Well, I'll ask the - What's that? - Egg rolls.
- Egg rolls.
Mm-hmm.
You're just hoarding stuff, Karan.
And that? Do you smoke? I don't.
I've never smoked in my life.
- That's disgusting.
- [bleep.]
I tried when I was 17.
Sausage, brats This is insane.
You've never smoked cigarettes.
Anything else? I graduated from high school in '67, and that kind of marijuana, but I took one puff and it made me sick, and I just All right.
Um, you know, I was hungry, but I've sort of actually - Lost your appetite? - Yeah.
Let's start off with mac and cheese.
- Okay.
- What else? - The fiesta stew.
- Okay.
Uh, let's have a trout, as well.
- The trout, okay.
- Please.
Okay, I'll get that going.
Be right back.
My God.
Okay, here's his ticket.
Okay, look.
That's how he ordered it.
- So mac and cheese - Yep.
- Are these yours? - Yes.
Well, I bought them.
- Oh, from my store.
- From your store.
[laughing.]
Okay.
No wonder if I like them.
[groans.]
(Brenda) So mac and cheese (woman) Thank you, ma'am.
[lively music.]
Your mac and cheese.
That's mac and cheese? That's the mac and cheese.
Why's it all split on top? It looks like a soup.
It was in the fridge, and then they microwaved it.
(Brenda) He's scared to eat it.
That is the weirdest and the most plastic-looking mac and cheese I've ever seen in my entire life.
There's no seasoning in there.
There's no salt.
Would you like me to take it away? - Please.
- Okay, absolutely.
That deserves to be put under the bed.
Mac and cheese he said it needs to be put under the bed.
(Jeff) Yep.
There you go.
Thank you.
Now we're off to fiesta stew.
Fiesta stew.
So we have a Mexican-themed stew.
Correct.
And, um, when was the fiesta stew made? - I can go ask.
- Please.
Ugh.
[bleep.]
Hey, Jill? When was the fiesta stew made? What's the date on it? (Jill) Let me check.
- 11/1.
- (Brenda) Okay.
November 1st.
A-and today today's the - Today's the 6th.
- 6th.
Yes.
So nothing's ever fresh? Mmm, never.
[laughing.]
- That's terrible.
- Do you want some hot sauce? - No.
I'm fine.
- No? Okay.
I'll move on to the next course.
Well, let me take that away, okay.
(Brenda) When was this caught? [laughing.]
Yeah, yeah, yeah.
All right, trout.
And Jeff said he caught it yesterday.
So he caught it from the frozen food section.
Correct.
Wow.
- It's just watery.
- Hmm.
How sad is that? - Okay.
- Yeah.
- That's a disaster.
- Disaster, all right.
Disaster trout.
It's disaster trout.
(Jeff) What's wrong with it? It's watery, and he knows it wasn't caught yesterday or today.
[lively music.]
Sarah, what are you doing? Putting labels um, magnet labels.
What, "Do Not Eat"? No.
I'm putting "Ice Cream.
" You're putting labels on a freezer to tell the Muppets in the kitchen that that's ice cream in that container? Karan had asked me to do it.
And when you work here, Ms.
Sarah, do you get paid? - Oh, no.
- I'm not on the payroll.
- It's all volunteer? - I visit a lot, because I'm semi-retired right now.
- Also this is my mini-bio.
- Wow.
- Yes, sir.
- Blood drives.
I run blood drives every two months.
Right.
Wikipedia editor? Mm-hmm, I've done that.
Wow, you write art, travel, tutor, acronyms.
- You teach Greek? - I do.
- Inspire loyalty.
- [chuckling.]
- You're a busy lady.
- Yes, sir.
And then, um And then I run circles around knotty problems.
"I run circles around knotty problems.
" Yeah, well, it there's something that needs to be figured out Yeah? I try and figure out a way to solve the issue.
How about a big circle around Karan? [sighs.]
I try to do that.
May I have just a quick look at the labels? Any other any other labels? Sure, cheesecake just things.
Chicken breasts, guacamole, veggie burgers, tortillas.
And you just stick them on the side of the freezer? Yes.
Let me tell you what you should be making a sign.
That's the only thing should go on there: "Do Not Enter.
" Ooh.
That's brutal.
Can you put that on a magnet and stick that on each freezer and one on Ms.
Karan's fridge as well? Thank you.
[bleep.]
me.
[light music.]
(Gordon) The Town's Inn is much worse than I expected.
The owner not only has a hoarding problem with her clothes, but she's doing the same with her food.
- Um, Lamont? - Yes, sir? Where are you taking these? Uh, she wanted me to remove these until she can But I only took out one bag out of my wardrobe.
Where's the rest of them from? - Um, I have no idea.
- No! I just know she had clothes upstairs, so she asked me to move them.
[laughing.]
Lamont! - Seriously? - Mm-hmm.
Go get her for me, please.
- Yes, sir.
- Holy [bleep.]
.
I mean [laughing.]
(Lamont) Ms.
Karan? He say he want to talk to you.
Okay.
- Ms.
Karan.
- Yes? Is this is this all yours? That's what came from out of the wardrobe.
Another wardrobe? No, no, no, the one that you emptied.
No, I had one bag full of stuff.
No, this is the stuff that was in the black wardrobe in your room.
But where's this stuff going now? To his basement till I can sort it out.
- His basement? - Mm-hmm, 'cause I don't have - anyplace to store here.
- What is it? - It's my clothes.
- Clothes, her clothes.
The things that came out of the black wardrobe that we keep locked up in the Potomac Room.
[Lamont laughing.]
Do you ever ask yourself if you have a problem holding on to things? Have you heard of the word hoarder? Ms.
Karan, this is your business.
This is your hotel, not your junk shop.
Mm-hmm.
Can you get the team out from the kitchen? I'd like to have a quick word with you all on the terrace.
- Yes, sir.
- Um, good luck with that stuff.
- Yes, sir.
- Yeah.
- Thank you.
- Ms.
Karan, can we meet the team on the terrace? One, two, three, four, five, six.
Six bags.
I want to check the things for bugs as well.
[dramatic music.]
(Gordon) I'm in shock.
- Are you joining us, Ms.
Sarah? - Yes, sir.
Or are you still writing labels? No, I'm not writing labels anymore.
No? Let's go.
I arrive, the facade of the outside looks beautiful.
I walk through the door, and it's just like a cluster of [bleep.]
.
Crap everywhere.
Moldy bread in the reception.
Freaky dolls.
Up to the bedrooms that's, like, just hideous.
Wardrobe's packed with clothes from 30 years ago.
And I had to ask Ms.
Karan to get rid of the padlock so I can open up the wardrobe and put my clothes in there.
Honestly, the place is just ridden with with it's just like a Hoarders Anonymous.
Obviously, I needed a place to put my clothes, and so that was where I I put them.
You can't just "hyphen" off a wardrobe 'cause it's full of your crap.
- You can't.
- Like I said, I've, um it's just a storage area.
No, but it's not a storage area, just like your fridge downstairs.
This place is plagued with junk on top of junk.
Freezers overbearing, overfull.
As as for the disgusting way that the fridge is kept with the moldy salad there's salad that's festered, and it's almost sort of disintegrated in the center rotten.
Can I just quickly go on to the size of the menu? - It's too big.
- The kitchen's about as big as my wardrobe.
It's too it's way too much.
Why are you telling me that when the owner's standing next to you? I told her that, but we, we we have told her.
She won't listen.
Mac and cheese all separated.
Every mouthful is full of grease, 'cause it was slow-cooked in the microwave.
And that's the way we do it.
People say that we've got the best food in town and the freshest.
Oh, stop there.
Now you're sounding slightly bizarre.
The best food in town? Are you okay? Well, it depends on how you define okay.
- I'm okay by - You sure? By my standards.
But mac and cheese? I mean, come on.
You know what are you looking for now? - Are you taking notes? - My pen.
Yeah.
- (Chelle) [laughing.]
- You're taking notes? Yeah, you're making some good points.
And you're laughing.
What's so funny then? Help me to understand.
I don't have anything to do with the food.
So I don't know what you're doing.
I've got no idea what you're doing.
What I ask her to, basically.
So she does what you say? She helps me, yeah.
Jeff, is this correct? I tell them to do one thing, and Sarah tell them to do another.
Ms.
Sarah tells you what to do? - She says - And She says she's a volunteer.
She tells my crew what to do, and it piss me off.
I get I get mad.
Then they blame it on me, so But she's got no authority to do that.
- I know, but - Jeff, you've never - talked to me about this.
- I have told you - Wait a minute.
- I have told you about this.
Is this is this true? Is this the way you treat the staff? Nothing more humiliating to the team that are on the ground keeping this place open and then a stranger comes in and tells them what to do.
Well, she's not a stranger.
She's been coming here since To them she is, because she's not exactly qualified to run this place.
This is so screwed up.
This is bizarre.
(Jeff) Ain't nobody hearing me what I'm saying.
And what kind of message are you sending? The menu need to be down.
A menu like this, there must be 50 items on there, which 49 of them are tapped out of the bloody freezer.
This place is so messed up.
It's a mess a disgusting, festering mess.
(Jeff) Oh, you ain't seen nothing yet.
[tense music.]
Unbelievable.
I don't know I'm just so [bleep.]
embarrassed.
I know, I know.
I know.
(Gordon) So far, I've learned that not only does Karan hoard items, but she's also a controlling owner.
Tonight, I want to see how the Town's Inn operates during the evening.
- How are you? - Good.
And your name is? - My name's Tyler.
- Tyler, what do you do? Um, I'm a server.
Okay, great, Tyler and hello.
- Hi, I'm Gage.
- Gage.
What do you two do out here? (Gage) We are both servers.
Come here, so I can talk to you.
Where is the best place to hang this? I can hang it for you, sir.
I mean, if we didn't have these filthy hats laying around I know, why do you have filthy hats in the hallway? - Looks like a - So Looks like a thrift shop, sir.
Thrift shop.
How old are you guys? - I am 17.
- I am also 17.
17.
Objectively, what's wrong with this place? Well, I think that we're not well-organized.
I also think that we need to work on cleanliness.
- Cleanliness.
- Yes.
Wow, is it that bad? It can be.
So what do you think's dirty? Well, honestly, probably the kitchen and some of the rooms.
Why you going under the mat like that? What, what You asked what was dirty, so I mean, common things that we try to clean every day that we can't always keep an eye on.
Show me where the kitchen is please, yeah? - Okay.
- Thank you.
(Gordon) What happened here? (Gage) Sarah likes to paint on the walls.
- Hello.
Hi.
- Hello.
What's this mess here? - This is a painting, and I - A what? - A painting? - Yes, sir.
It looks like someone [bleep.]
all over the walls.
[Gage laughs.]
Is that hygienic? You're painting the walls of the kitchen.
I have no idea.
I thought it was.
You have no idea? So why did you do it? The Town's Inn became Sarah's Town's Inn, even though she had nothing to do with owning the establishment.
Karan, did you see the mess in the kitchen? She's painted the wall.
- Let me show you something.
- Oh, in here? - Yeah.
- Yeah, yeah.
- Have you seen it? - Yes.
It's one of my favorite things.
You don't like it? It's one of your favorite things? - No, seriously.
- [laughing.]
I'm alive, maybe not well.
(Karan) Did you see the mural in the dining room? The walls (Sarah) That is a children assist inn guests.
(Karan) That's unique, isn't it? (Gordon) What is that? Well, it started as a crack in the wall, and I asked Sarah to make a vine.
(Gordon) Is there anywhere else you painted? There is a, uh In my room? Show me, please.
What have you done to my wall? This is so weird.
You paint over cracks.
- I know.
- Look at this here.
I know, and this, apparently is something new that's falling apart.
- Wow.
- I mean Must be wet.
Wet, it's soaking wet.
- The plaster's just - Whoa! [giggling.]
These are bits of card.
That's correct, it was a temporary fix.
So it's not a mural.
It's business cards you put your cards on here, and then you paint over the cards? [tense music.]
You should make a label for this: "Decaying Wall.
Do not paint over it.
" I mean what the wall's rotten, and you just go paint over it? It was meant as a temporary fix.
- The wall is rotten.
- You're right.
And you just paint over it? You can't just go filling cracks with tacky painting.
Look at down here! You've gone over cracks and holes.
Look! [bleep.]
Ugh.
What's that in there? Um, I put some sort of a mesh, - because it was - Argh! A hole, and I didn't want anything to come through it.
[bleep.]
I wish you wouldn't use that word.
What, hole? What, do you want me to sing [bleep.]
hallelujah? That'd be better.
Pfff! [coughing.]
Can you get me Karan? I can get you Karan.
Please? [bleep.]
.
[lightly.]
Watch your language, sir.
What in the [bleep.]
? - Ms.
Karan - [gasps.]
Oh, my goodness.
Yeah, well, the whole thing just started coming off.
The wall needs repairing, and she's just painting over it.
And then secondly, she found a big hole here, started putting her cards on there, and then painted over that.
Mm-hmm.
But inside the hole oh, [bleep.]
.
This is not a papier-mache pfff! What is she doing to your hotel? - I mean - It didn't go outside.
It's not a hole to the outside.
It's not a hole to the outside? - No.
- What does that mean? The stone wall is out there.
But we're sleeping on the inside.
We're not sleeping on the outside.
Right, so you're not getting any cold drafts or anything through there.
So it's just like I don't get to use the wardrobe, and the hole's in the inside, not the outside, and we can just do what we want? - Well, it's solid.
- She's stuffing in [knocking.]
It's really solid.
It needs re-plastering.
And it's strong out there.
You can't just paint over that.
Well, you can.
We did.
And then stick Brillo pads in the hole.
You can't just Band-Aid this place.
Oh, my good God.
Just wash my hands.
An order of French bread as an app.
All right.
Um, what is that there? A sports bar? Are these TV screens? What are those? Microwaves.
How many microwaves have you got? Four.
(Jeff) Well, there's four here, and one in there.
- That's five.
- Five microwaves and two chefs? (Jeff) Two chefs.
Oh, my God.
Everywhere I turn, there's just junk everywhere.
(Sarah) Well, this is cooking stuff.
Trust me, I know what cooking stuff is.
- This is not cooking stuff.
- Okay.
How does this kitchen function? Give me a little tour.
(Jill) Very challenging.
It's very, very challenging.
What's that in there? (Jeff) That's a burger that I'm heating up.
- A boiled - Yep.
You're boiling a burger.
I'm just heating it back up.
When you say heating it back up, why aren't you cooking it from fresh? 'Cause we make them ahead of time.
(Jeff) This is what we got here.
- We don't - A boiled burger! Are you aware the burgers are boiled? Um, no.
Do you think a customer would want a burger boiled in water? They seem to like them.
Just taste the water.
Do I have to? So you funny, you won't taste it.
Okay, well, I just Tastes like water with beef in it.
That seems okay? When they fix it up on a nice Kaiser roll with lettuce, tomato, onions Oh, come on.
I need a tong, please.
- I need a set of tongs, please.
- Ugh, [bleep.]
.
(Gordon) No, this is a joke.
This is terrible.
A boiled burger.
(Brenda) Oh, yeah, every day.
I'm appalled to learn that the Town's Inn boils pre-cooked burgers.
Brenda, where just show me the table with the burgers.
And what's more frustrating is how Karan doesn't think there is anything wrong with that.
Come with me, two seconds.
Let me show you something.
Perfect, let me take that.
Want to take it for me? Absolutely.
So that's your burger.
Out of respect to the customer Yeah? I'm not gonna sit and watch you eat that [bleep.]
.
Let me show you.
So this is the chef.
Yes? Will you just explain how you cooked that? We pre-cook it No, start from the top, please.
I'm not gonna let you eat that.
We, um, pre-cook them You made the burger when? Um, Jill, when were them burgers made? (Jill) Yesterday, I believe.
Yesterday.
And just explain how you reheated them for the gentleman.
I reheated them.
I put water in there, and I put the burger in there.
Were you expecting a fresh burger, or some [bleep.]
he just I was expecting something fresh, yes.
I will give you a fresh burger, okay? My apologies.
Thank you.
I'm sorry, sir.
Okay, this ticket refused their food.
(Jill) Okay.
Young man.
Out of respect for our guests, take the ladies outside and show them where we keep the freezers, can you? Ladies and gentlemen, just bear with us for two minutes.
But we're just gonna show you something I would like you to see.
(Gage) Yes, so just follow me.
This is just right down here.
Watch your Yes, um, right here back to the trash, yes.
Um, this is our lasagna.
This is our trout.
We got more sausage, ice cream These are your egg rolls, right there.
Yes, yes ma'am.
Yes, ma'am.
We've got two freezers, and everything's scattered.
Very cluttered.
I mean, Karan has always looked at this as her home.
Obviously, it is embarrassing, but it's a serious situation that needs to be solved.
You okay? - Yeah.
- I'm sorry.
- Yeah? - It's okay.
But I think I'll just cancel my order.
My apologies.
I discovered that today.
And out of respect for you as customers, I can't sit here and fake you eating that [bleep.]
.
So I'm hoping that you'll skip around the menu and order something a little more - Thank you.
- Keeping.
My apologies.
Thank you.
Thank you so much.
Didn't you have purple glasses earlier? - Yeah.
- They are She changed them.
Oh, that is so cool, 'cause they look like they're dark brown or black.
[indistinct chatter.]
(Sarah) That is so cool.
- This is insane.
- Yeah.
Sarah claims to "work" at the Town's Inn.
Here's a free postcard for everybody.
When I go to serve tables, she will randomly show up, talk to tables.
I've seen her frustrate people.
- Sarah.
- I don't know what - Ms.
Sarah.
- Is someone calling me? I have to go.
Bye.
Yes, sir? They don't need to hear your life story.
They want to sit and have a romantic drink on the terrace.
- Leave them alone.
- Okay, I'm leaving them.
In and out.
There are other tables.
Okay, we're gonna need a rotisserie chicken.
That's the rotisserie chicken? - You get it from the freezer? - Yup.
[thump.]
Disgusting.
[dramatic music.]
Just explain the rotisserie chicken, please.
(Gage) Show the table? (Gordon) Yeah.
This is the dish of the day.
It's our rotisserie chicken.
It was roasted six months ago in a grocery store, and we're serving it for $12.
On the menu, it's got rotisserie chicken.
Yeah.
You buy them at a grocery store.
Yes, mm-hmm.
And you freeze them.
And you reheat them in the microwave.
Not in the microwave.
It went in the microwave.
What is going on here? Well, we have a menu, and we just do it.
How no, it's just pathetic.
How many of your guests tonight think that their chicken's been roasted in-house? Maybe half? Let's just come in, then.
Let's double-check.
Ladies and gentlemen, so sorry.
Could I just have your attention for 30 seconds? How many of you who were gonna order the roast chicken this evening would expect it to be fresh, roasted in-house? Could you raise your hands, please? I think it's everybody.
- A lot of people say it's good.
- No.
I agree that it should be yeah.
T-t-these guests have come out of their homes to come and eat.
What I'm not gonna do is attempt to pull the wool over their eyes, 'cause they deserve to know what's going on.
The burgers were cooked yesterday and re-heated in a pan, boiling in water.
And I'm flabbergasted.
So you need to take a real good look at yourself and stop [bleep.]
customers immediately.
Otherwise, I'm out of here.
I'm so sorry, but you, as customers, deserve better.
And this has nothing to do with the TV program.
I promise you now.
It's based on the bad practices that's going on in that kitchen.
So my apologies, but I'm not gonna allow you to eat.
You're not gonna act responsible for it.
I will.
We're shutting it down.
We're shutting it down.
(Karan) He just sent everybody home.
Stop, stop.
That is possibly the worst thing I've seen so far.
How'd you reheat that? (Jill) In the microwave.
In the microwave.
It doesn't even hit an oven.
- Yes.
- (Karan) But we used to cook them fresh, right? (Gordon) So what? What changed? - I wasn't here - Yeah, so what happened? Stop, I'm not serving any.
Stop.
What happened? Ask Karan.
I ain't the one that bought the chickens.
I'd rather have a rotisserie thing back there.
I could have fresh chicken.
We need new equipment.
This is what it's resulted in.
This is what we're serving.
You can't buy this from a grocery store.
No, you can't.
Sprinkle it with parsley and expect to call yourselves a restaurant.
I know what you I know what you saying.
And you just, like a butterfly, fly around just painting little bits of [bleep.]
over holes.
This is insane.
I'm done.
I'm upset.
I'm feeling sick, and I've never seen such a disgusting mess in all my [bleep.]
life.
It's an embarrassment to you, you, you, and me.
And I'm not gonna stand there and watch you serve [bleep.]
like that and take customers' money.
What is this? I eat them often the rotisserie.
- You eat them often? - Mm-hmm.
What does that say? And I guess it's just that I don't What does that mean to you? You eat this crap often? Come on.
You're running a hotel.
The burgers were cooked yesterday.
Well, when I ate them, and I always tell them, they tasted good to me, so Oh, God.
Where's the burgers that you cooked? - Down here, sir.
- Get them.
My understanding is he patted them out and then put them in the oven.
How long for? For about 15, 20 minutes.
15, 20 minutes in an oven.
How many of your customers expect burgers to be cooked like that? Baked in the oven for 20 minutes, so there's no color on there, cooled down, stuck in a zip-locker bag, out boiled in water.
So we're gonna do a little survey.
Well, it's 80% chuck.
- It's just a hamburger.
- You're in denial.
You are seriously in denial.
Ms.
Sarah, would you like a bite? - No, thank you.
- Why not? It's not cooked right.
Well, should I boil it up for you and get it warm? What color is that? It's white.
That's what frustrates me.
We're all pretending that this is good.
I thought that's what the cooks - No.
- I mean Come on.
And I I try to blame it on the cooks, but You can't blame it on me, because ain't nobody hearing me.
I'm amazed you're not shut down.
Freezers lined up next to a Dumpster.
What lives outside in those passageways next to Dumpsters? (Jeff) Bat, rat, and alley cats.
Yeah, bats, rats, and mice.
You are in denial.
You have a big problem.
You've got no idea that this place is crumbling.
And you're just going through the motions.
(Gage) Mr.
Ramsay, my guests want to leave.
Your guests want to leave? That's the best thing I've heard all day.
Can I [bleep.]
join them? (woman) Bye, nice meeting you.
(man) Bye.
Are we serving food at all? Should I let them leave? Uh, we're in danger of even being shut down by the health authorities, and there is no [bleep.]
way I'm gonna stand there Yes, sir.
And watch [bleep.]
being reheated and served.
So sorry.
We're not moving forward.
(Gordon) I'm visiting a historic town in West Virginia where I meet one of the most bizarre owners I have ever encountered.
Just like Hoarders Anonymous junk on top of junk.
Not only is she unaware of the damage she has done The wall's rotten, and you're just gonna paint over it? It's really solid.
You can't just Band-Aid this place.
But her unwillingness to change or even listen You're boiling a burger? I eat them often.
We're all pretending that this is good.
Proves to be the biggest hurdle for me.
You are seriously in denial.
[upbeat classical music.]
Just 60 miles from Washington, D.
C.
is one of America's most celebrated small towns, Harpers Ferry.
Situated between the beautiful Potomac and Shenandoah rivers is the Town's Inn (Jason) My wife Ana and I bought the inn from my mom back in 2007.
We want it to be a good investment, but we also bought it more with our hearts than our heads.
I think it's the type of woman who's happiest when she's working, so we figured this would be a good place for her to work and enjoy the season of life that she's in.
(Karan) I'm a grandmother, so it's kind of "grandmother's house.
" And I'm here mainly because I've retired from teaching.
I love historical properties and decided that being an innkeeper would be a fun thing for the rest of my life.
The Town's Inn is probably kind of like a circus.
Karan's the ringleader, and you never know what's gonna happen next.
(Brenda) Working for Karan is interesting.
It's frustrating.
She's pretty set in her ways.
And it's her way or the highway.
(Jason) I think what makes someone a good mom isn't necessarily what makes someone a good boss or a good business owner.
Karan, as a businesswoman she don't have no experience.
And that's awful.
[dramatic music.]
(Chelle) Karan treats this place as both her business and her home, but more her home.
I mean, her bedroom is in her office.
You know, she sleeps right there, pretty much in the dining room.
(Jeff) I have asked Karan, "Is this your home or a restaurant or is it a inn?" You can't have it all three ways and expect to make money.
Karan is absolutely a hoarder.
Karan hoards her clothes, old shoes, books, baskets.
Don't even get me started on those damn baskets.
There's baskets everywhere.
You could open a closet in the hotel room and could see a pile of baskets.
You could walk in our server area, open the fridge, and I bet there'd be a basket there, because they're literally everywhere.
(Chelle) Karan's in denial of what's wrong.
She needs to separate herself from this place, or things aren't gonna change.
We are suffering.
We are in debt.
The customers are going away.
(Jason) While we don't want to sell the Town's Inn, I think we're certainly at a crossroads of just saying, "Is this becoming overwhelming for my mom?" You know, she's not getting any younger, and it just could be a potential train wreck.
So if the ship is sinking, then we want to make sure we get our mom off of the boat before it sinks.
[light music.]
(Gordon) Wow, look at this place.
Gorgeous.
Fresh food.
Wow.
- Nice to see you.
- I'm Karan Townsend.
- Karan, good to see you.
- I'm glad you're here.
My, what a gorgeous little town.
Does it remind you of Europe? Isn't it kind of the quaint village? It reminds me of a movie set.
I mean, it's just literally It's been used as that many times.
- Has it really? Wow.
- Yeah.
Okay, let me just have a quick look 'round, and, yeah, I'll follow you.
- Okay.
- Um, what's all this out here? What is that? Oh, that's just for watering the plants.
Yeah, and we get a lot of hikers.
- Wow.
- And it rains here sometimes.
- What is this? - Who knows? It's been here a long time.
It looks just like Freddy Krueger's hat.
- It could be.
- Whose is this? It's just there for anybody that wants to borrow it.
Oh, I see.
And does anyone borrow that? - Tell me.
- They haven't yet.
No? Interesting.
Another one as well.
And what are these - They're all for sale.
- They're oh, they're for sale.
Yeah, see? Summer hats.
How much are these? $20.
$3 to $20.
- $3 - Depends.
- And this is how much? - Uh, maybe not marked.
Whatever you want to offer.
We're very flexible.
I'm not too sure if it's my style, and, uh - Oh, that's dusty there.
- That's a pretty special one.
- Why's it so special? - Because it's got - Full of dust.
- Yeah, West Virginia on it.
- Uh, how much is - And this is almost heaven.
- How much is that one? - It's whatever you offer.
Are these second-hand? No, not that.
Some things are, but not that.
- Well, it's your business.
- Okay.
Are you selling many? Are you are you busy? No, we don't really sell a lot of hats.
- Oh, I see.
- Mm-hmm.
Well, you've got customers in already.
- Hello.
- This is my friend Sarah.
- Sarah, oh.
- Nice to meet you.
- Ah, well, good to see you.
- Nice to meet you.
Are you joining us for lunch today, or are you I have no idea; I'm up to whatever.
- I'm here I do, uh - What does that mean? - She's just a family friend.
- Oh, you're a friend? Oh, okay, right.
So you aren't a customer.
- I'm so sorry.
- I'm not a customer.
Is this a convenience store, or is it This is the dining room.
Wow, I mean, it's very claustrophobic in here.
(Karan) It is.
(Gordon) There's bits and bobs of everything.
Those freaky dolls what are they for? Well, they are sort of souvenirs.
Are you selling lots? We do.
Mm-hmm.
[blowing.]
Wow, a bit dusty.
A lot of people who come here have children.
They're looking for something to take back.
What about this one here "collector's choice"? - How much is this one? - I think $25.
[bleep.]
It's so dusty.
(Sarah) I didn't know they were for sale.
You didn't know they were for sale? How much does this room make a month? Um I can't give you an exact figure because - Right.
- We record the purchases - in with the restaurant sales.
- Yeah.
But I would say 15% of sales.
- 15%? - Mm-hmm.
Who drinks all this cider? No, actually we use that in the restaurant.
- Jeez.
- (Karan) Well, but we sell a lot of it.
It's good in the summer June, July, and August.
- Now, my daughter made those.
- Right, what are they? They're little hats for little children.
It's full of dust and hair.
And what's this? (Karan) Hot pads, hand-made.
- Hot pads? - Mm-hmm.
Is that $60? Who buys this? People with children.
I hope people with children.
[giggling.]
That's full of dust inside.
Well, you have to wash it before you use it.
Look.
- And what's this, uh - This is Sarah's journal.
- So she keeps a journal? - Yeah.
Wow, so it's, uh it's almost like a novel.
It is, and she puts sermon notes and telephone numbers, and prices - Wow.
- She calls it her brain.
Look: "public bathroom, decorate with baskets.
" - Wow.
- Yeah.
She decorated the baskets up in my washroom.
Oh.
Oh, dear.
Okay, wow, so, um - All right.
- What's that there? (Karan) That is a bottle holder.
You can put like a water bottle in it.
- Oh.
- So it does appeal to Wow, I thought it was a jock strap.
- Do you know what - Uh, you know, it could - It looks like a jock strap.
- Uh, yeah.
- I hadn't thought of that - Wow.
But you got a point.
- What's that down there? - This that's our bread.
And then behind that is the closet where our potatoes are kept.
But are are the loaves for sale too? If someone asks for them.
And hikers do sometime, but normally, it's, um it's just for the breakfast.
We have toast.
You expecting a lot of people? That's how much we go through in a few days, - believe it or not.
- Really? Unfortunately, they're out of date as well.
Couldn't Are you serious? 2nd of November.
Okay, you're right.
Today's the 6th.
- Oh, that's very embarrassing.
- Damn.
Let's go to my, uh, my room.
What is that? Oh, these are my famous baskets.
Baskets? [bleep.]
(Karan) Yeah, I love baskets, and I collect them.
"Beautiful Baskets 4 Sale.
Prices vary from $1 to $30.
" Stop it.
$30? - Well - Man! Some of them are very unique.
You're telling me that families come in here and they go for a hike, and they buy these baskets on the way - Mm-hmm.
- To the mountains? - Mm-hmm.
- Stop.
This one's full of bugs.
I guess I wouldn't buy that one, would you? - $12? - Mm-hmm.
And that's with the cockroaches? We don't charge extra.
Wow, that was $12.
99.
It's reduced down to $5.
Oh, bugs in there, as well.
Bloody hell.
Do you get them as gifts and then resell them? No, I just buy them when I find them places.
- I collect them.
- Oh, what the hell is that? - It's a Easter basket.
- Ah, that's an Easter basket? - Mm-hmm.
- [bleep.]
hell, poor bunny.
And how much is that? $1.
- Yep.
- Wow, can you go any lower? - Nope.
- Eh? We don't deal in cents.
Ay, yi, yi.
Karan, you're starting to scare me.
Seriously, you are a basket case.
- That's a good point.
- Honestly.
There's dust everywhere up here as well.
When was the last time this place was dusted? Uh, theoretically, every day.
- Every oh, every day? - Yeah.
- This is my room named after - This is.
- The river.
- Potomac River.
Wow.
Bloody hell.
Oh, dear.
And this is it? Wow, uh wow.
We have five rooms.
This one is $130.
Oh! Oh, [bleep.]
.
[laughing.]
What what happened there? It you're taller than I am.
See it just lays up there on the on top of the no, see, there you go.
The pole is too short, my darling.
Look.
- So see? - There you go.
[laughing.]
Look, that's there.
And this has been here since 2007 - Right.
- And it's never fallen down.
Oh, really? Flippin' A.
- [tin crashing.]
- Oh, [bleep.]
.
Okay.
Let's leave them there for now, and let's get some light in here.
Okay, I'm gonna unpack.
That that's private.
What do you mean, it's private? This is my bedroom.
Uh, well, but this is off-limits.
It's got a lock on it.
It's like a storage closet.
But if I'm paying for the room, I'd like to get into my wardrobe.
You're not paying for that.
You're paying for everything else.
- Well, then - [laughing.]
We've got these little things you can put your suitcase on.
But what's in here? My clothes.
- Your clothes? - Mm-hmm.
Seriously? - Seriously.
- So you And it's very inconvenient when there are people here and I can't get to my clothes, but I live with it.
Um, I want to hang my clothes in my wardrobe.
1840, we we use hooks.
- Hooks.
- Mm-hmm.
Uh, why don't you get me the key to open this? I need to hang my, uh, my jacket.
Uh, you'll just have to use a hook.
[laughing.]
Um, once again, this is a rental.
You're renting me a room.
I'm here to help you, and I'd like to use my wardrobe.
Mm-hmm, I Could I have a look inside then, please, 'cause I'm just worried in case you put somebody in there.
[suspenseful music.]
There you go.
There are all your clothes? Mm-hmm, literally all.
- That's it? - That's it? Well, there's a few jackets in the wardrobe upstairs.
So you have another wardrobe? Right above us is another room.
And another room that you rent out - Mm-hmm.
- With a padlock on.
- Mm-hmm.
- Come on.
You're paying $130 for the owner's clothes to stay in the wardrobe.
That's a first for me.
Congratulations.
I feel really uncomfortable about having my wardrobe full of all your clothes.
I'll I can cover it up, but it stays locked, so you can just ignore it.
Can I just have half of this, then? - Do you mind? - Oh, okay.
Chelle? (Karan) Chelle? [lively music.]
Wow, how much [bleep.]
can one get [laughing.]
into the wardrobe? Gordon wanted you to bring some of those clothes and things down.
Just put them in my office, okay? [knocking on door.]
- (Chelle) Oh, my.
- Oh, my.
Do you see Karan wearing this stuff? No, Karan wears about two outfits.
(Gordon) What do you mean she wears two outfits? I've never seen her in anything other than what she's wearing in denim and beige.
It's like garments from the Civil War.
Do you ever go through this stuff, Karan? Do you ever think, "Wow, I'll change color today maybe a bright color with red or blue?" Seasonally.
- Seasonally? - Mm-hmm.
So this is your fall look, now.
This is this is how we head into winter.
In the summer, it's usually denim or a beige.
Denim, okay so no white after Labor Day, then.
[sighs.]
Never.
Never, okay.
Thank you.
- Thank you.
- No problem.
Wow, this is crazy.
I mean, I've never met such a basket case like this in all my life.
I mean, the place is cluttered.
And it's almost like her belongings are everywhere.
You turn left or right, there's either a basket or an item of Karan's clothing.
What is that? [light music.]
Ugh.
[bleep.]
Oh, my [bleep.]
.
Pillowcases.
What's in here? Looks like a blanket.
More baskets.
More baskets.
Of course.
My room is cluttered.
And here look at that in there.
Oh, my God.
Look at all this stuff.
[bleep.]
[snorting.]
How could you fit all that in there? That is, um definitely took skill.
- Where is she? - Downstairs in the dining room.
Ask her to come up here, please.
This is insane.
(Chelle) Karan? Yes? (Gordon) Karan? Yes? Uh look at all this stuff.
Shoes, handbags, scarves.
Just smell them.
- Oof.
- It smells like my shoes.
[chuckling.]
But they stink, my darling.
They reek.
You can't smell Let me smell your shoes.
[laughs.]
You want to smell my No, they smell they smell, like, um like my shoes, yeah.
They shouldn't be in my room.
Mm-hmm, well, like I said, in my mind, you rented everything except this wardrobe, which I locked up.
Well, you didn't tell me that when you took my money.
You didn't ask.
Uh And what about these? Those are extra sets of linens.
Yeah, but why do I want all them underneath my bed? You don't need to be under the bed, do you? But we'll get this out for you.
And I'll just put it downstairs.
Right.
[dramatic music.]
Please [sighs.]
Unbelievable.
I just want to sleep in a room that's not clustered.
- Oh.
- Excuse me.
- Watch your step, please.
- Watch out (Gordon) I have never experienced a place like this before.
Dolls, hats, baskets full of bugs, my wardrobe full of the owner's clothes.
To be honest, I'm frightened about the meal I'm about to eat.
[overlapping chatter.]
What's that? What is that? That looks like, uh, something that - Can I buy this? - Absolutely.
Chopsticks? Why would you go hiking with a [bleep.]
pair of chopsticks? - And a little wooden spoon.
- I'll take that.
You can add it to my tab.
Brenda, I'm feeding Gordon.
Yes, ma'am.
- [sighs.]
- Right here.
I'm gonna start you with an ice water, okay? - Yes, please.
- [train horn blows.]
- And Brenda's gonna be - [bleep.]
Ow.
How often does that thing go through? Once an hour at least.
Yeah, any chance it can go through the hotel? Nah, I wouldn't think so, no.
[light music.]
[whispers.]
What is going on? [train horn blows.]
[bleep.]
"The Town's Inn in Harpers Ferry.
Almost heaven.
" Certainly not my room, that's for sure.
- Hi.
- How you doing? - How are you? - All right.
- Oh, my gosh! - First name is? - Lamont.
- Lamont, good to see you.
- What do you do? - Little bit of everything.
Big question: where do you store your clothes? Do I have any of your clothes - in my room? - Oh, no, no, sir.
No, sir.
No, 'cause we're the same size.
Oh, no.
[laughing.]
- Shoes under the bed? - I promise no.
- Toys under the bed? - None of mine.
- Promise me? - I promise.
- Excellent, put her there.
- I promise you, yes, sir.
- Good to see you.
- Nice meeting you.
- Likewise.
- All right.
- Are you ready? - Nice to see you.
How long have you been here? - Two years.
- Two years? How's it gone? It's a little frustrating sometimes.
In which way? Ms.
Karan is just very chaotic.
She's eccentric.
- Wow.
- Yeah.
We have to knock on her door when we come in and let her know we're here.
Right.
And sometimes she'll slam the door in your face, or you never know what you're gonna get.
- Really? - Yeah.
I've never quite come across an owner that was - Right, right.
- So out there.
And all this stuff outside Is that a fridge outside? That's our, um, kitchen products.
- Outside? - Outside.
Yes.
And this fridge here? That is for the owners' stuff.
They keep their food in there.
- Stop it.
- No.
Look, he's gonna go look.
Oh, my God.
Stop it, stop.
Let me move this.
Seriously? Oh, I'm scared.
What is that? What is that? What is that? I have no idea.
[bleep.]
[suspenseful music.]
- I don't know.
- That is gnarly, huh? Gnarly he said that's gnarly.
So you have your own personal fridge as well? - Yeah? - Yeah.
- Outside? - Well, there's no room inside.
Yeah.
Okay, and what's that over there? - Over there? - Yeah.
This is where we store our produce.
This is for the restaurant? - Yes.
- Seriously? Look at that.
Ugh, oh, man.
(Karan) I can show you the receipts.
We buy it fresh every week.
I'm not interested in the receipts.
Fresh every week or every season? - Yeah.
- No, touch it.
Week.
I don't want to touch it.
- You don't want to touch it? - No.
But you want to serve it? Karan, look.
It's disintegrating in my hands.
I don't even want to touch it.
More fridges down there? Yeah, this way.
Bloody hell.
Man.
How old are these freezers? This one's about three years old.
No.
When was the last time it was defrosted? - I don't know.
- Bloody hell.
And all this stuff stays outside? Yep.
[bleep.]
What's in here? And that's a fridge.
- [bleep.]
- So that's more like a fridge.
So it's a fridge operating We use it as a fridge, mm-hmm.
But there's more bread in here.
Yeah, uh, this is how much we need.
We keep running out of stuff.
You do not need all this.
Absolutely impossible.
- Well, I'll ask the - What's that? - Egg rolls.
- Egg rolls.
Mm-hmm.
You're just hoarding stuff, Karan.
And that? Do you smoke? I don't.
I've never smoked in my life.
- That's disgusting.
- [bleep.]
I tried when I was 17.
Sausage, brats This is insane.
You've never smoked cigarettes.
Anything else? I graduated from high school in '67, and that kind of marijuana, but I took one puff and it made me sick, and I just All right.
Um, you know, I was hungry, but I've sort of actually - Lost your appetite? - Yeah.
Let's start off with mac and cheese.
- Okay.
- What else? - The fiesta stew.
- Okay.
Uh, let's have a trout, as well.
- The trout, okay.
- Please.
Okay, I'll get that going.
Be right back.
My God.
Okay, here's his ticket.
Okay, look.
That's how he ordered it.
- So mac and cheese - Yep.
- Are these yours? - Yes.
Well, I bought them.
- Oh, from my store.
- From your store.
[laughing.]
Okay.
No wonder if I like them.
[groans.]
(Brenda) So mac and cheese (woman) Thank you, ma'am.
[lively music.]
Your mac and cheese.
That's mac and cheese? That's the mac and cheese.
Why's it all split on top? It looks like a soup.
It was in the fridge, and then they microwaved it.
(Brenda) He's scared to eat it.
That is the weirdest and the most plastic-looking mac and cheese I've ever seen in my entire life.
There's no seasoning in there.
There's no salt.
Would you like me to take it away? - Please.
- Okay, absolutely.
That deserves to be put under the bed.
Mac and cheese he said it needs to be put under the bed.
(Jeff) Yep.
There you go.
Thank you.
Now we're off to fiesta stew.
Fiesta stew.
So we have a Mexican-themed stew.
Correct.
And, um, when was the fiesta stew made? - I can go ask.
- Please.
Ugh.
[bleep.]
Hey, Jill? When was the fiesta stew made? What's the date on it? (Jill) Let me check.
- 11/1.
- (Brenda) Okay.
November 1st.
A-and today today's the - Today's the 6th.
- 6th.
Yes.
So nothing's ever fresh? Mmm, never.
[laughing.]
- That's terrible.
- Do you want some hot sauce? - No.
I'm fine.
- No? Okay.
I'll move on to the next course.
Well, let me take that away, okay.
(Brenda) When was this caught? [laughing.]
Yeah, yeah, yeah.
All right, trout.
And Jeff said he caught it yesterday.
So he caught it from the frozen food section.
Correct.
Wow.
- It's just watery.
- Hmm.
How sad is that? - Okay.
- Yeah.
- That's a disaster.
- Disaster, all right.
Disaster trout.
It's disaster trout.
(Jeff) What's wrong with it? It's watery, and he knows it wasn't caught yesterday or today.
[lively music.]
Sarah, what are you doing? Putting labels um, magnet labels.
What, "Do Not Eat"? No.
I'm putting "Ice Cream.
" You're putting labels on a freezer to tell the Muppets in the kitchen that that's ice cream in that container? Karan had asked me to do it.
And when you work here, Ms.
Sarah, do you get paid? - Oh, no.
- I'm not on the payroll.
- It's all volunteer? - I visit a lot, because I'm semi-retired right now.
- Also this is my mini-bio.
- Wow.
- Yes, sir.
- Blood drives.
I run blood drives every two months.
Right.
Wikipedia editor? Mm-hmm, I've done that.
Wow, you write art, travel, tutor, acronyms.
- You teach Greek? - I do.
- Inspire loyalty.
- [chuckling.]
- You're a busy lady.
- Yes, sir.
And then, um And then I run circles around knotty problems.
"I run circles around knotty problems.
" Yeah, well, it there's something that needs to be figured out Yeah? I try and figure out a way to solve the issue.
How about a big circle around Karan? [sighs.]
I try to do that.
May I have just a quick look at the labels? Any other any other labels? Sure, cheesecake just things.
Chicken breasts, guacamole, veggie burgers, tortillas.
And you just stick them on the side of the freezer? Yes.
Let me tell you what you should be making a sign.
That's the only thing should go on there: "Do Not Enter.
" Ooh.
That's brutal.
Can you put that on a magnet and stick that on each freezer and one on Ms.
Karan's fridge as well? Thank you.
[bleep.]
me.
[light music.]
(Gordon) The Town's Inn is much worse than I expected.
The owner not only has a hoarding problem with her clothes, but she's doing the same with her food.
- Um, Lamont? - Yes, sir? Where are you taking these? Uh, she wanted me to remove these until she can But I only took out one bag out of my wardrobe.
Where's the rest of them from? - Um, I have no idea.
- No! I just know she had clothes upstairs, so she asked me to move them.
[laughing.]
Lamont! - Seriously? - Mm-hmm.
Go get her for me, please.
- Yes, sir.
- Holy [bleep.]
.
I mean [laughing.]
(Lamont) Ms.
Karan? He say he want to talk to you.
Okay.
- Ms.
Karan.
- Yes? Is this is this all yours? That's what came from out of the wardrobe.
Another wardrobe? No, no, no, the one that you emptied.
No, I had one bag full of stuff.
No, this is the stuff that was in the black wardrobe in your room.
But where's this stuff going now? To his basement till I can sort it out.
- His basement? - Mm-hmm, 'cause I don't have - anyplace to store here.
- What is it? - It's my clothes.
- Clothes, her clothes.
The things that came out of the black wardrobe that we keep locked up in the Potomac Room.
[Lamont laughing.]
Do you ever ask yourself if you have a problem holding on to things? Have you heard of the word hoarder? Ms.
Karan, this is your business.
This is your hotel, not your junk shop.
Mm-hmm.
Can you get the team out from the kitchen? I'd like to have a quick word with you all on the terrace.
- Yes, sir.
- Um, good luck with that stuff.
- Yes, sir.
- Yeah.
- Thank you.
- Ms.
Karan, can we meet the team on the terrace? One, two, three, four, five, six.
Six bags.
I want to check the things for bugs as well.
[dramatic music.]
(Gordon) I'm in shock.
- Are you joining us, Ms.
Sarah? - Yes, sir.
Or are you still writing labels? No, I'm not writing labels anymore.
No? Let's go.
I arrive, the facade of the outside looks beautiful.
I walk through the door, and it's just like a cluster of [bleep.]
.
Crap everywhere.
Moldy bread in the reception.
Freaky dolls.
Up to the bedrooms that's, like, just hideous.
Wardrobe's packed with clothes from 30 years ago.
And I had to ask Ms.
Karan to get rid of the padlock so I can open up the wardrobe and put my clothes in there.
Honestly, the place is just ridden with with it's just like a Hoarders Anonymous.
Obviously, I needed a place to put my clothes, and so that was where I I put them.
You can't just "hyphen" off a wardrobe 'cause it's full of your crap.
- You can't.
- Like I said, I've, um it's just a storage area.
No, but it's not a storage area, just like your fridge downstairs.
This place is plagued with junk on top of junk.
Freezers overbearing, overfull.
As as for the disgusting way that the fridge is kept with the moldy salad there's salad that's festered, and it's almost sort of disintegrated in the center rotten.
Can I just quickly go on to the size of the menu? - It's too big.
- The kitchen's about as big as my wardrobe.
It's too it's way too much.
Why are you telling me that when the owner's standing next to you? I told her that, but we, we we have told her.
She won't listen.
Mac and cheese all separated.
Every mouthful is full of grease, 'cause it was slow-cooked in the microwave.
And that's the way we do it.
People say that we've got the best food in town and the freshest.
Oh, stop there.
Now you're sounding slightly bizarre.
The best food in town? Are you okay? Well, it depends on how you define okay.
- I'm okay by - You sure? By my standards.
But mac and cheese? I mean, come on.
You know what are you looking for now? - Are you taking notes? - My pen.
Yeah.
- (Chelle) [laughing.]
- You're taking notes? Yeah, you're making some good points.
And you're laughing.
What's so funny then? Help me to understand.
I don't have anything to do with the food.
So I don't know what you're doing.
I've got no idea what you're doing.
What I ask her to, basically.
So she does what you say? She helps me, yeah.
Jeff, is this correct? I tell them to do one thing, and Sarah tell them to do another.
Ms.
Sarah tells you what to do? - She says - And She says she's a volunteer.
She tells my crew what to do, and it piss me off.
I get I get mad.
Then they blame it on me, so But she's got no authority to do that.
- I know, but - Jeff, you've never - talked to me about this.
- I have told you - Wait a minute.
- I have told you about this.
Is this is this true? Is this the way you treat the staff? Nothing more humiliating to the team that are on the ground keeping this place open and then a stranger comes in and tells them what to do.
Well, she's not a stranger.
She's been coming here since To them she is, because she's not exactly qualified to run this place.
This is so screwed up.
This is bizarre.
(Jeff) Ain't nobody hearing me what I'm saying.
And what kind of message are you sending? The menu need to be down.
A menu like this, there must be 50 items on there, which 49 of them are tapped out of the bloody freezer.
This place is so messed up.
It's a mess a disgusting, festering mess.
(Jeff) Oh, you ain't seen nothing yet.
[tense music.]
Unbelievable.
I don't know I'm just so [bleep.]
embarrassed.
I know, I know.
I know.
(Gordon) So far, I've learned that not only does Karan hoard items, but she's also a controlling owner.
Tonight, I want to see how the Town's Inn operates during the evening.
- How are you? - Good.
And your name is? - My name's Tyler.
- Tyler, what do you do? Um, I'm a server.
Okay, great, Tyler and hello.
- Hi, I'm Gage.
- Gage.
What do you two do out here? (Gage) We are both servers.
Come here, so I can talk to you.
Where is the best place to hang this? I can hang it for you, sir.
I mean, if we didn't have these filthy hats laying around I know, why do you have filthy hats in the hallway? - Looks like a - So Looks like a thrift shop, sir.
Thrift shop.
How old are you guys? - I am 17.
- I am also 17.
17.
Objectively, what's wrong with this place? Well, I think that we're not well-organized.
I also think that we need to work on cleanliness.
- Cleanliness.
- Yes.
Wow, is it that bad? It can be.
So what do you think's dirty? Well, honestly, probably the kitchen and some of the rooms.
Why you going under the mat like that? What, what You asked what was dirty, so I mean, common things that we try to clean every day that we can't always keep an eye on.
Show me where the kitchen is please, yeah? - Okay.
- Thank you.
(Gordon) What happened here? (Gage) Sarah likes to paint on the walls.
- Hello.
Hi.
- Hello.
What's this mess here? - This is a painting, and I - A what? - A painting? - Yes, sir.
It looks like someone [bleep.]
all over the walls.
[Gage laughs.]
Is that hygienic? You're painting the walls of the kitchen.
I have no idea.
I thought it was.
You have no idea? So why did you do it? The Town's Inn became Sarah's Town's Inn, even though she had nothing to do with owning the establishment.
Karan, did you see the mess in the kitchen? She's painted the wall.
- Let me show you something.
- Oh, in here? - Yeah.
- Yeah, yeah.
- Have you seen it? - Yes.
It's one of my favorite things.
You don't like it? It's one of your favorite things? - No, seriously.
- [laughing.]
I'm alive, maybe not well.
(Karan) Did you see the mural in the dining room? The walls (Sarah) That is a children assist inn guests.
(Karan) That's unique, isn't it? (Gordon) What is that? Well, it started as a crack in the wall, and I asked Sarah to make a vine.
(Gordon) Is there anywhere else you painted? There is a, uh In my room? Show me, please.
What have you done to my wall? This is so weird.
You paint over cracks.
- I know.
- Look at this here.
I know, and this, apparently is something new that's falling apart.
- Wow.
- I mean Must be wet.
Wet, it's soaking wet.
- The plaster's just - Whoa! [giggling.]
These are bits of card.
That's correct, it was a temporary fix.
So it's not a mural.
It's business cards you put your cards on here, and then you paint over the cards? [tense music.]
You should make a label for this: "Decaying Wall.
Do not paint over it.
" I mean what the wall's rotten, and you just go paint over it? It was meant as a temporary fix.
- The wall is rotten.
- You're right.
And you just paint over it? You can't just go filling cracks with tacky painting.
Look at down here! You've gone over cracks and holes.
Look! [bleep.]
Ugh.
What's that in there? Um, I put some sort of a mesh, - because it was - Argh! A hole, and I didn't want anything to come through it.
[bleep.]
I wish you wouldn't use that word.
What, hole? What, do you want me to sing [bleep.]
hallelujah? That'd be better.
Pfff! [coughing.]
Can you get me Karan? I can get you Karan.
Please? [bleep.]
.
[lightly.]
Watch your language, sir.
What in the [bleep.]
? - Ms.
Karan - [gasps.]
Oh, my goodness.
Yeah, well, the whole thing just started coming off.
The wall needs repairing, and she's just painting over it.
And then secondly, she found a big hole here, started putting her cards on there, and then painted over that.
Mm-hmm.
But inside the hole oh, [bleep.]
.
This is not a papier-mache pfff! What is she doing to your hotel? - I mean - It didn't go outside.
It's not a hole to the outside.
It's not a hole to the outside? - No.
- What does that mean? The stone wall is out there.
But we're sleeping on the inside.
We're not sleeping on the outside.
Right, so you're not getting any cold drafts or anything through there.
So it's just like I don't get to use the wardrobe, and the hole's in the inside, not the outside, and we can just do what we want? - Well, it's solid.
- She's stuffing in [knocking.]
It's really solid.
It needs re-plastering.
And it's strong out there.
You can't just paint over that.
Well, you can.
We did.
And then stick Brillo pads in the hole.
You can't just Band-Aid this place.
Oh, my good God.
Just wash my hands.
An order of French bread as an app.
All right.
Um, what is that there? A sports bar? Are these TV screens? What are those? Microwaves.
How many microwaves have you got? Four.
(Jeff) Well, there's four here, and one in there.
- That's five.
- Five microwaves and two chefs? (Jeff) Two chefs.
Oh, my God.
Everywhere I turn, there's just junk everywhere.
(Sarah) Well, this is cooking stuff.
Trust me, I know what cooking stuff is.
- This is not cooking stuff.
- Okay.
How does this kitchen function? Give me a little tour.
(Jill) Very challenging.
It's very, very challenging.
What's that in there? (Jeff) That's a burger that I'm heating up.
- A boiled - Yep.
You're boiling a burger.
I'm just heating it back up.
When you say heating it back up, why aren't you cooking it from fresh? 'Cause we make them ahead of time.
(Jeff) This is what we got here.
- We don't - A boiled burger! Are you aware the burgers are boiled? Um, no.
Do you think a customer would want a burger boiled in water? They seem to like them.
Just taste the water.
Do I have to? So you funny, you won't taste it.
Okay, well, I just Tastes like water with beef in it.
That seems okay? When they fix it up on a nice Kaiser roll with lettuce, tomato, onions Oh, come on.
I need a tong, please.
- I need a set of tongs, please.
- Ugh, [bleep.]
.
(Gordon) No, this is a joke.
This is terrible.
A boiled burger.
(Brenda) Oh, yeah, every day.
I'm appalled to learn that the Town's Inn boils pre-cooked burgers.
Brenda, where just show me the table with the burgers.
And what's more frustrating is how Karan doesn't think there is anything wrong with that.
Come with me, two seconds.
Let me show you something.
Perfect, let me take that.
Want to take it for me? Absolutely.
So that's your burger.
Out of respect to the customer Yeah? I'm not gonna sit and watch you eat that [bleep.]
.
Let me show you.
So this is the chef.
Yes? Will you just explain how you cooked that? We pre-cook it No, start from the top, please.
I'm not gonna let you eat that.
We, um, pre-cook them You made the burger when? Um, Jill, when were them burgers made? (Jill) Yesterday, I believe.
Yesterday.
And just explain how you reheated them for the gentleman.
I reheated them.
I put water in there, and I put the burger in there.
Were you expecting a fresh burger, or some [bleep.]
he just I was expecting something fresh, yes.
I will give you a fresh burger, okay? My apologies.
Thank you.
I'm sorry, sir.
Okay, this ticket refused their food.
(Jill) Okay.
Young man.
Out of respect for our guests, take the ladies outside and show them where we keep the freezers, can you? Ladies and gentlemen, just bear with us for two minutes.
But we're just gonna show you something I would like you to see.
(Gage) Yes, so just follow me.
This is just right down here.
Watch your Yes, um, right here back to the trash, yes.
Um, this is our lasagna.
This is our trout.
We got more sausage, ice cream These are your egg rolls, right there.
Yes, yes ma'am.
Yes, ma'am.
We've got two freezers, and everything's scattered.
Very cluttered.
I mean, Karan has always looked at this as her home.
Obviously, it is embarrassing, but it's a serious situation that needs to be solved.
You okay? - Yeah.
- I'm sorry.
- Yeah? - It's okay.
But I think I'll just cancel my order.
My apologies.
I discovered that today.
And out of respect for you as customers, I can't sit here and fake you eating that [bleep.]
.
So I'm hoping that you'll skip around the menu and order something a little more - Thank you.
- Keeping.
My apologies.
Thank you.
Thank you so much.
Didn't you have purple glasses earlier? - Yeah.
- They are She changed them.
Oh, that is so cool, 'cause they look like they're dark brown or black.
[indistinct chatter.]
(Sarah) That is so cool.
- This is insane.
- Yeah.
Sarah claims to "work" at the Town's Inn.
Here's a free postcard for everybody.
When I go to serve tables, she will randomly show up, talk to tables.
I've seen her frustrate people.
- Sarah.
- I don't know what - Ms.
Sarah.
- Is someone calling me? I have to go.
Bye.
Yes, sir? They don't need to hear your life story.
They want to sit and have a romantic drink on the terrace.
- Leave them alone.
- Okay, I'm leaving them.
In and out.
There are other tables.
Okay, we're gonna need a rotisserie chicken.
That's the rotisserie chicken? - You get it from the freezer? - Yup.
[thump.]
Disgusting.
[dramatic music.]
Just explain the rotisserie chicken, please.
(Gage) Show the table? (Gordon) Yeah.
This is the dish of the day.
It's our rotisserie chicken.
It was roasted six months ago in a grocery store, and we're serving it for $12.
On the menu, it's got rotisserie chicken.
Yeah.
You buy them at a grocery store.
Yes, mm-hmm.
And you freeze them.
And you reheat them in the microwave.
Not in the microwave.
It went in the microwave.
What is going on here? Well, we have a menu, and we just do it.
How no, it's just pathetic.
How many of your guests tonight think that their chicken's been roasted in-house? Maybe half? Let's just come in, then.
Let's double-check.
Ladies and gentlemen, so sorry.
Could I just have your attention for 30 seconds? How many of you who were gonna order the roast chicken this evening would expect it to be fresh, roasted in-house? Could you raise your hands, please? I think it's everybody.
- A lot of people say it's good.
- No.
I agree that it should be yeah.
T-t-these guests have come out of their homes to come and eat.
What I'm not gonna do is attempt to pull the wool over their eyes, 'cause they deserve to know what's going on.
The burgers were cooked yesterday and re-heated in a pan, boiling in water.
And I'm flabbergasted.
So you need to take a real good look at yourself and stop [bleep.]
customers immediately.
Otherwise, I'm out of here.
I'm so sorry, but you, as customers, deserve better.
And this has nothing to do with the TV program.
I promise you now.
It's based on the bad practices that's going on in that kitchen.
So my apologies, but I'm not gonna allow you to eat.
You're not gonna act responsible for it.
I will.
We're shutting it down.
We're shutting it down.
(Karan) He just sent everybody home.
Stop, stop.
That is possibly the worst thing I've seen so far.
How'd you reheat that? (Jill) In the microwave.
In the microwave.
It doesn't even hit an oven.
- Yes.
- (Karan) But we used to cook them fresh, right? (Gordon) So what? What changed? - I wasn't here - Yeah, so what happened? Stop, I'm not serving any.
Stop.
What happened? Ask Karan.
I ain't the one that bought the chickens.
I'd rather have a rotisserie thing back there.
I could have fresh chicken.
We need new equipment.
This is what it's resulted in.
This is what we're serving.
You can't buy this from a grocery store.
No, you can't.
Sprinkle it with parsley and expect to call yourselves a restaurant.
I know what you I know what you saying.
And you just, like a butterfly, fly around just painting little bits of [bleep.]
over holes.
This is insane.
I'm done.
I'm upset.
I'm feeling sick, and I've never seen such a disgusting mess in all my [bleep.]
life.
It's an embarrassment to you, you, you, and me.
And I'm not gonna stand there and watch you serve [bleep.]
like that and take customers' money.
What is this? I eat them often the rotisserie.
- You eat them often? - Mm-hmm.
What does that say? And I guess it's just that I don't What does that mean to you? You eat this crap often? Come on.
You're running a hotel.
The burgers were cooked yesterday.
Well, when I ate them, and I always tell them, they tasted good to me, so Oh, God.
Where's the burgers that you cooked? - Down here, sir.
- Get them.
My understanding is he patted them out and then put them in the oven.
How long for? For about 15, 20 minutes.
15, 20 minutes in an oven.
How many of your customers expect burgers to be cooked like that? Baked in the oven for 20 minutes, so there's no color on there, cooled down, stuck in a zip-locker bag, out boiled in water.
So we're gonna do a little survey.
Well, it's 80% chuck.
- It's just a hamburger.
- You're in denial.
You are seriously in denial.
Ms.
Sarah, would you like a bite? - No, thank you.
- Why not? It's not cooked right.
Well, should I boil it up for you and get it warm? What color is that? It's white.
That's what frustrates me.
We're all pretending that this is good.
I thought that's what the cooks - No.
- I mean Come on.
And I I try to blame it on the cooks, but You can't blame it on me, because ain't nobody hearing me.
I'm amazed you're not shut down.
Freezers lined up next to a Dumpster.
What lives outside in those passageways next to Dumpsters? (Jeff) Bat, rat, and alley cats.
Yeah, bats, rats, and mice.
You are in denial.
You have a big problem.
You've got no idea that this place is crumbling.
And you're just going through the motions.
(Gage) Mr.
Ramsay, my guests want to leave.
Your guests want to leave? That's the best thing I've heard all day.
Can I [bleep.]
join them? (woman) Bye, nice meeting you.
(man) Bye.
Are we serving food at all? Should I let them leave? Uh, we're in danger of even being shut down by the health authorities, and there is no [bleep.]
way I'm gonna stand there Yes, sir.
And watch [bleep.]
being reheated and served.
So sorry.
We're not moving forward.