Ep 2. Series 7, Episode 2

In Series 7, Episode 2 of The Hotel Inspector, the no-nonsense hotelier and businesswoman Alex Polizzi visits a family-run hotel in a picturesque part of Wales. The Queensbridge Hotel is a beautiful Victorian building that has been lovingly restored by the owners, Marion and Barry Philips. They took over the hotel in the early 1990s and have worked hard to make it a success, but they are struggling to attract customers and keep up with the competition.

Alex arrives at the hotel to find a warm welcome from Marion and Barry, but it quickly becomes apparent that there are some serious issues that need to be addressed. The public areas of the hotel are tired and dated, with shabby carpets and old-fashioned decor. The bedrooms are also in need of a makeover, with outdated furnishings and lackluster finishing.

One of the main problems with the hotel is the lack of investment in marketing and advertising. Marion and Barry have relied on word of mouth and repeat business, but this is no longer enough to attract new customers. Alex suggests a new branding strategy and helps the couple to create a new website and social media presence.

Another issue is the quality of the food. Although the hotel has a restaurant, Marion and Barry have been using pre-packaged meals for their guests, which has led to complaints and negative reviews. Alex arranges for a local chef to come in and train the hotel's kitchen staff, and also helps them to source high-quality, locally-sourced ingredients.

As well as the practical issues, Alex also helps the couple to improve their customer service skills. She observes the way they interact with guests and provides feedback on how they can be more welcoming and attentive.

Throughout the episode, we see Marion and Barry become increasingly motivated and inspired by Alex's advice. They work hard to make the changes she suggests and are thrilled to see the positive impact it has on their business. The hotel is transformed from a tired and dated establishment into a vibrant and welcoming destination for tourists and locals alike.

In the end, Alex leaves the Queensbridge Hotel feeling satisfied that she has helped Marion and Barry to breathe new life into their business. The hotel has become a shining example of how a small family-run establishment can compete with larger, more corporate hotels by offering a unique and personal experience to their guests.