Ep 7. Hanmer Revisited

The Hotel Inspector is a British television series that focuses on fixing issues in struggling hotels and bed and breakfasts. In season 2 episode 7 titled Hanmer Revisited, the host and hotel expert Alex Polizzi returns to the Hanmer Arms, a family-owned hotel in Shropshire which she previously helped renovate.

The episode begins with a recap of the first visit where Polizzi discovered that the hotel was outdated with worn-out furnishings and lacked attention to detail in their service. Despite having a fantastic location, a beautiful building, and ample space, the Hanmer Arms was struggling to attract guests. Polizzi helped the owners improve their menu, upgrade their rooms, and redesign their website, amongst other things, which led to visible improvements in the hotel's standards and a rise in bookings.

Now, two years later, Polizzi returns to Hanmer Arms to assess how the changes have held up and help the hotel take the next steps towards success. The episode showcases the hotel's current condition with a detailed tour of its facilities, including the restaurant, bar, and rooms. Polizzi notes that while some improvements have remained intact, others, like the website design, had gone back to their old version.

Next, Polizzi meets the owners, who talk about their challenges over the past two years, especially with the pandemic. They explain how they have tried to keep the business afloat by renting out rooms for long-term guests and providing takeout meals. Polizzi offers some advice on marketing their services better to attract more guests, especially given their unique location near the Welsh border. She also advises them to rekindle their focus on customer service, which seems to have waned in recent times.

The episode then explores some issues with the hotel's cleanliness, specifically regarding the bathrooms. Polizzi takes a closer look at the housekeeping routines, going through the cleaning checklist with the staff and correcting any mistakes and inadequacies. She also reveals how small design changes, such as using more luxurious towels and replacing old soap dispensers, can make a significant difference in guest experience.

Finally, Polizzi looks at some larger issues, such as the hotel's lack of consistency in design and decor. While most of the rooms have been updated and refurbished, some still have outdated furniture and lighting. Polizzi suggests ways to unify the space creatively and bring consistency in design to all the rooms. She also highlights the importance of situating the hotel's restaurant adjacent to its bar to create a lively atmosphere that encourages guests to stay on the premises.

In conclusion, The Hotel Inspector Season 2 Episode 7, Hanmer Revisited, uncovers the successes and failures of the Hanmer Arms since the first visit. It highlights how even the most promising establishments need persistent attention to keep up with evolving trends and changing guest preferences. Polizzi provides valuable insights to the owners, reminding them that there is always room for improvement and that as a family-run business, it is essential to focus on the little details that make all the difference in the guests' experiences.