Hotel Hell - Keating Hotel - S1E4

[Music] tonight on hotel hell imagine if a teenage boy designed a hotel it would look like a Ferrari non-arab there'd be a chocolate pizza on the menu in fact someone's wipe out my bone and that'd be hot waitresses with super short skirts well this is the keating hotel if I can nightclub out there with those ropes it might seem like a teenager's dream but it's actually the twisted vision of a grown man and for the staff who work here I'm at the end of my I have my days over here it's a living hell urgently [Music] [Applause] he's the fearless [Music] San Diego California is one of the top five vacation destinations in the US and is home to the critiquing hotel which lies in the heart of the city buzzing Gaslamp Quarter 1 asserted that this is respect I may be of service the hotel is the brainchild of local property developer Eddie Kane everything about the place is just the way he likes it the Keating was my vision other the fry dealer looking at cars and kind of just hit me why not have the Ferrari of hotels but this certified room boutique yourself is far from living up to guests expectations Eddie pitches this as the Ferrari of hotels but it feels like a hospital sterile almost this is all style and no substance if I get to jail like I don't want to choose all nice and luxury Eddie had a sports car design companies and sanctioned millions into the interior design but he spent penis on things the hotel really needs let's not use this machine for a sheepstick as it has rust in the back making life a misery for his guests and his staff house there is pretty much everything there is to do here I do it how glamorous is this it's a hell operations here to be honest and he's constantly adding ideas he's seen elsewhere without hurting the hotel and the restaurant I believe our menu is go it's like four pages long which are all favourites of Eddie's but we're not feeding up a million different Eddie's we're feeding different people and today I am the owner right if there's something I want a menu just one do it yeah I think Eddie will come in and say I want a chicken farm spider on the menu I had one in New York and I say yes I have stopped being proud of my food the hotel is millions of dollars in debt I'm struggling to fill the rooms so I'll have my work cut out for me I'm gonna get this place back on track we're losing a lot of money it's a nightmare but you should be able to handle that Eddie knows he's losing money I just don't think he knows how to fix it I don't have any hope then things will get better if anything works around here because of pure Delma [Music] there it is aqui Ching Wow not only outside beautiful dog [Music] hello how are you model dog was he real now she's real what's her name much my god she's ugly looks like a nightclub out there with those ropes how are you good to see you Wow I'm Christo's Christo's sugar food and what you do here lifestyle concierge down here at the front desk you're advising me for my life are you going to be you mean dinner reservations they organize everything anything you need oh now something like stress and that smudged you'd like read all know it bought the designer and the owner Wow my way is rather than there before will we're on the second floor textbook please perfect thank you right here I like to always stop with the car I'm explore the different model car especially with the supercars who is that the owner Emily so right here this is your room Wow yes it's so empty morphic gowns in the guest room and how much is this Anais seven fifty nine seven hundred and fifty nine dollars wow that's incredibly expensive what's happening there that is actually the jacuzzi tub in the middle of the lounge it is in the laps Wow if you line the rooms they took away all the interior walls but without sounding stupid these are car designers correct they are car design now they've put in jacuzzis in the middle of suite last time I checked a living room was for sitting it not taking a bath how much these things cost the jacuzzi tub itself is about twenty thousand I don't take baths ah this is crazy but we wanted all the special design that is their own area at as Eddie yes is it crazy a sports car inspired furniture looks cheap and isn't even functional it's different than anything else different from a nice hotel room I don't know about that blue another want to sit here and sort of watch this whole living and watch the television it works well the sheet can also wrinkle when having slept in there once then we do them in how we pay we would you mean you don't do laundry lifestyle means everything your mouthwash my gas sockets all broken up smashed down there and someone's left at this one that's outrageous $100 oh my gosh Gordon doesn't like anything about the hotel dmn anything else if I have any lifestyle needs I'll call thank you boys so far I'm not impressed with the Keating's pretentious and uncomfortable design but maybe it can redeem itself with one thing every luxuries help should have impeccable really service come on Jerry that's okay maybe I forgot what a little bit bizarre for me is I'm ordering room service at the front desk is it there's no direct line down to the kitchen there is no direct find advocate of the communication between the apartment even though but really there so we take care of everything and make sure it happens listen I'm starving at efficiently I'm a pizza and the barbecue chicken and fascinates see the chicken parmesan slider Barbara another Kim thank you hello hello how are you thank you my pleasure this how it normally sir in a to-go box yes hey I got a daughter like you stay here you got to eat your food out and planting containment are we sure the soup is not even half full that's something service about that much yes one couple if I go time then luxury you think yeah not at all what would you rather do get that out of a cup of course we've been barely got half a cup anyway I'm not digging if there's anything else I can do for you go ahead and let it okay Britax hmm darling sorry sir no no it's finished thank you my pleasure a chicken parmesan slider after it now I know where they got the bottoms kept it to take away coupons Pizza unappetizing in a box especially when you're spending $100 a night this place is upset with design but Sir room service in plastic container no wonder they can't fool lose my idea of luxury Tony that's embarrassing Wow [Music] how can this place call itself a luxury hotel I need to get some answers from Eddie the Keating's owner and visionary hey how you hurry okay this placement being your baby in many ways and I'm dying to find out the vision being silent - why give it a little talk I bought the building back in 2000 I was around six million and you go to hotel school now you've never run a business before not at hotel business as well so they actually had the Ferrari dealer looking at cars and stuff and it kind of hit me why not the Ferrari of hotels I'm walking trouble what you're smoking at the time and what you're thinking why would you take one of the most high spec cars anywhere in the world and turn into a hotel I don't know where he's coming from but it does piss me off I designed the keating could be the perfect hotel for me not for him first I start the floor it's all scuffed and mark we have a resin floor needs to be updated I mean everything is just marked to hell it feels cheap I'm the sheet you can't call yourself a luxury hotel if you don't have beauty press sheets well what's the idea behind sitting here so we never get you know we can sit down and tart and away from social aware the table things fun you know what hurt the most I got soup served in a plastic bowl of a chicken parmesan slider that tasted like it was cooked three days ago who in the would put a chicken parmesan slider together there's things that don't go in slider and chicken parm is boiling of mine you be laughing that is funny and you think because you own the place you can put that in a roll propelling I don't know what you're talking about this place is not bad so I think Gordon Commons would completely you're trying to convince me this is your idea of luxury or is that I found it up in a while you cannot stand there and tell me that there's nothing wrong with it we didn't say he bought a building that was your dream but it doesn't feel like a dream experience to get nowhere near however keating motel in San Diego and I've just met Eddie Dione who's completely oblivious to the family supercar inspired hotel is seriously underperforming you're the owner you bought a building that was your dream but it doesn't feel like a dream experience to get nowhere near it I definitely want to help you I need you start identifying the problem could you send that young lady up to clear that dog out there please trust me Eddie is not used to on a thing like that right now it looks like a baby that just having lollipop stolen how are you who is that person you know they blaze right into me the room service is terrible welcome to my world the open the better and the sheets are all wrinkled most hotels have those giant ironing things that the sheets go through there we don't have this I tell any problems that we have but it might be sometimes we tell people something and just once I should ever close up shop maybe the garden will get him to wake up I know not the thing that was very embarrassing [Music] after my meeting with Eddie I'm ready to see how this so-called luxury hotel runs on a normal night hello how are you guys look nice Knothole no I am actually Sandra with me I'm of the hotel manager library I'm gonna I've been here for six years okay well to hear from the beginning yeah Wow Wow I got a lot to tell you you got to tell me yeah I bet she does because the Keating scenes have more complaints and guess I'm not very clean your hair in the key as well we turned out our bed and it looked really bunch of band respect for something though you've been in the Brooklyn I haven't I was I said wow I can confirm it like a rock let me check on it he's waiting for 45 minutes it's not as important okay how can they make a guess wait so long for something that's not even cooked the systems room service here is cleaning up working taking the orders at the front desk then pass them to the kitchen is madness I've never seen anything like this before let's go through the kitchen together okay weirdly the hotel's restaurant the Merc is in a separate building around the corner can you believe it waiting 45 minutes for cheat horse I can't believe it or not surprised she looked pretty fresh Matthew did look pretty fit they talent this was three times record as well wow what if the cheese box where's the cheese isn't it well is there a Masada 16:9 narrative you're kidding me I can guarantee someone's going to complain about that hello are you going everyone how are you claiming hearing manager you're the manager yes I see and you imagine the restriction yes sir and she portion there are barely two little feathers of tea there way he 45-minute plate and it was like no one give it I definitely do now that you saw me this was the first time that I've heard of it why would they wait for five minutes it's under Authority I I think the process unfortunately is a little bit slow here I think getting up the stairs a little bit of a challenge why don't you take the call in the kitchen Oh in the kitchen itself we can't take that call it's definitely an option but we've always romantic that's pasta I think it's a hotel take that it's just established so even though the customers were not happy with the way they've had to endure you don't want to do anything for them I didn't know how long the customers waiting for dish now well okay manager Aaron the restaurant manager isn't taking any responsibility if you work for me you'd be long gone how weird how'd you rate him out and can we go into negative Aaron is the king of excuses as far as being able to kind of weasel his way out of things but I'm not in charge of hiring him how we doing over here guys no wonder the hotel is half empty they can't even get the basics like room service and laundry right maybe Sandra the GM can tell me what the hell is going on here right we had a chance to catch up thank you so all these issues with is ordering Reginald you done let me show you please oh here goes the laundry room Wow buddy how you thought you were cut out these are domestic I know these washing machines are designed for small families not a 35 bedroom hotel Wow no wonder they struggle your lifestyle concierge come in here throughout their day to do laundry and attend the front desk and take room service we are this commission is crazy it is insane it is insane I don't know how we're doing sometimes who presses the sheet we don't we don't have equipment so you don't press can I show you where we are in the elevator absolutely know that somewhere else you seem to know all these problems and you're the general manager but if there's one person who spot this is you if we honor well yes I can quit I can leave sir another hotel and go where everything is much better it is hell to run this place you're a general manager hmm you're managing nothing I spoke to the owner it said this has to change what's going on Gordon is totally right over what to say but in any being so involved in everything that's the problem I have conversations with the owner but what works and what doesn't work in the restaurant no matter how many times I say you know what we should not have a book at the menu Eddie comes up with whatever he wants but no one's taking responsibility I pull back my duvet and the sheets were shocking $800 a night to say something pretty mediocre you should be ashamed he was he famous gotta get out here get down to the Russians [Music] coming up I've never seen anything so unappetizing things are the Keating from bad to worse I wouldn't serve any of our dishes tomato okay and one of the Sun reaches its breaking point call 9-1-1 flee quickly 911 urgently for a so-called luxury hotel the Keating have been a major disappointment by gap the owners misguided vision you're trying to convince me this is your idea of luxury it's taking its toll on the staff it is also out of place hopefully the food in the hotel's restaurant is better than it was in my room I'd I take the warm clean and good evening how are you very long yourself over here and our name is the most my name is David Davis so what do you do I am actually the restaurant manager here I thought I just met with the restaurant of the little man the other restaurant manager and the food how you waitin through downtown six-six I wouldn't serve any of our dishes to my dog chef Brian's kind of given up so much has been taken out of Brian's hands by it that I don't think that he has the passion and the drive to be that great anyway something off where chicken under a break would actually mean it means is rather than about amazing even the manager think the food's terrible here and he's not embarrassed to tell me and then the Capitol cavatappi yeah here we go with chicken side item as well the other one still really I'm sort of a tribe so for dessert I'll go for the chocolate pig the 10 inch dessert pita sharples strawberries Baker how can I resist that like Yardley thank you the table I'm ringing right now just bring it as it comes okay everything's under fire all right what we have here this is a break chicken $21 $21 bring chicken and looks like someone's it a break I mean bring drugs that's actually better than usual right yeah chicken under a break is where it should have stayed you just should have never come out of the kitchen pardon my reach it okay this is the cavatappi and chicken okay clams chicken dry way too much rosemary and just and these Tufts they moved is this what you have here is the chocolate cake light and dark chocolate strawberry big just like we've had a crisis with the toilet paper Department someone's wipeout my god I mean I've never seen anything so unappetizing as it is in all my life as bacon and chocolate pizza o M G [Music] yeah he didn't like any of it now one day she'll fire up tonight no he's in the back in the back you guys okay no luck so he's here but he's not cooking I was there really like me chef chef Ryan our third corner Andy how are you let's get somewhere out there early fire service I'm lost for words I just I don't know I didn't know where to start um why would you cook for me why would you do that it's not passionate with me not cooking for you it's do you want to see what we're doing here because I want this to improve you've been here for how long five years five years but you've been cooking for 30 83 years 33 years I didn't see you on the line I didn't see you take been intervening I think if you inspire anybody this position is killing me in my soul I've just been doing everything that Eddie wanted we have food large menu or the amount of business we do if I have 120 items on the menu and we do 50 people a night how much of this am i able to prep on a regular basis to have quality but you're the executive chef on the menu yes I am having that have to go out with your name above it you can't just give up an almost zero abandon ship before it's sunk in one go - I'm tired for your your experience guy here-take so can we look at me okay your medication excuse me can you get me some water please creamy and give me a chair please a chair cool 9-1-1 fleet Whitley 9-1-1 urgently what happened except Allah for duty cool 9-1-1 just a cell collapse grab some water please and a cold cloth urgently [Music] my favor [Music] Brian give me a chance yeah [Music] cool 9-1-1 please quickly nine one one chef will afford chef to spell clap sorry fella jimson this no job is worth this let me [Music] I was the de gentlemen were to Stanley Tolkien unfortunately just slapped and banger pet on the back cast I am really pissed off at Gordon stressing everybody out everyone seems to be under boiling plant would you be struck down for long in the slightest on all of them what me being here but do not dare go anywhere near that I put him in that and blow me till he killing 150 items on a menu the size of a shoebox because then that meant on early great let me tell you like is a dead man walking what he tried to tell me and a five-minute conversation is that you've overburdened him because you've got whatever you want to do you pay salary but you're not behind that line you have no catering experience you haven't spent a day in the kitchen I've never seen anything so segmented so you're a little magpie a little spoiled magpie but going around picking out a little bit of litter and running back and get your army to expedite it for you all what matters right now is that guy wakes up some more feeling better enough there's enough for one day yeah thank you [Music] [Music] to me the most important thing is that ain't okay but that guy the world on your shoulders and tonight prove that [Music] what a day yesterday the good news is that Brian out of hospital they said it was dehydration and anxiety so I'm not sure over to his house do you become as our size and hopefully have a chat with him [Music] how are you sir money I'm so glad to see ya okay are you saying we've got him in struggles of the Routan you cannot continue driving self into the ground on that Eddy you dig the village oh my good nature do you feel well enough to come back the ration today yeah curious let's get you back in there and trust me this time is on your terms not it is definitely for disease [Music] the restaurants is the beating heart of any good hotel so the king has no chance with our chef Bryan thankfully just a couple of hours after I saw him brian is back at the hotel after rolling to the hospital I believe that Gordon is totally in my corner saying get back in there you got this guy now it's time to get the whole staff together to figure out how to get this hotel back on track thank you all for that meet me am I happy for you or what how you feeling more importantly I am feeling very good predict welcome back at least react let's get everything out on the table because life's too short to fester I'm here to help I want to hear from you guys what's wrong with the key to the researches is the resources I tell Eddie honest I'm petty I can't do my job your funds perception desk should not be doing laundry let me tell you that the big concern I have is the room service how on earth do we ourselves in that mess as between beverage manager yet tell me why going by the reception it's determined by you know Eddie oh my god don't give me that you're not the owner of the place I tell you what I want and you guys need to implement it why is the menu so big because Eddie comes up with ideas I Eddie sees things Eddie has a lot of friends that come in that would like to see more items on the menu if I go see something I like for somewhere else I tell you guys to implement it but you're not chef he is and he needs his identity I need this voice I do know Brian doesn't like Plano to me the I have a general manager do you have a head chef executive chef you have a fun death mallet you shouldn't get involved and I give them ideas you know you have a vision here and I give them the ideas no I cannot work with you fear like this we have the key players that on there's one little problem we have and unfortunately fewer this point [Applause] after last night traumatic terms of a little bit finally found the courage to confront Eddie the owner now there's one question I have to ask tell me who's the most important person at the Keating who is it Eddie one yes the most important person that accusing sander who is it I'm going to say it's Eddie I mean uh I believe it would be Eddie I think Sandra no no [Music] the most important personally advocating is their game and I think it's all being forgotten about and it's more about keeping you ready happy we have to focus on the guests I'm here to put this place right understand that I am sorry come with me if Eddie won't listen to me and he won't listen to his self maybe you listen to the people who could pay the bills around here and it's up until now this hotel has always been about you you're treating your vision now run again we need to find some people I'm just really worried right now I'm no idea with or enhancing them around hello I see yet of any sane advocating as a lot of 24 to 48 Allison oh when I seen all those guests there I want to run away right now I wanted to give you a unique opportunity to hear some very and I mean very valuable feedback I also stayed here and I am frustrated but I'm here to get this place back on the map giving the insights please would you think of this luxury hotel madam or you walking cerumen it smells horrible there is the rest in the jacuzzi a water some of the fissures in the room which is lower quality like the plastic looks a little bit cheap and old with all I don't feel like this places designers kind of form over function it was kind of weird first one supposed to fit me breakfast in their room my husband had to stand up this morning to have his breakfast line simply only care is fat ass again I'm sorry our hard winters do is a couple of small pages and essentially the clock market order pizzas and then the order is wrong we call the cracks they've actually brought a bold action order and then the morning they charge this provoked Platinum sorry anyway else there was some really high end stuff and then at the same time there is just simple amenities that were skipped are you saying this better at the same price out there yeah happy your baby your vision and on the back of that feedback I appreciate the feedback I have unquestionably all who would return here so to show hands who come back the key to Wow no one person Gordon's comment about it's not what I want so the guess one when I'm starting to realize that someone things he's saying actually are true I really apologize and I am looking forward to having you guys in the future I can tell you will have a different experience I think it's under you know I'm not trying to embarrass you but this is for me critical feedback and it's fitting a better feedback from the person was good I'm realizing there's more issues than I thought we had and just being here over the past couple days I'm seeing what they are I think we can definitely fix them and streamline them so the place works a lot more efficiently and all the guests are happy thank you I appreciate it Eddie is starting to see how much things have to change for this place to succeed but for the hotel has a fighting chance of turning a profit I've got to find a way to reignite chef Ryan love cooking oh sure the gang more we can do yeah I don't have much passion here anymore I'm hoping this the Gordon bean here it will nurse it back I am breakfast was the roasted beets and burrata salad that has been seasoned with a little touch of salt pepper and then finished in a little hazelnut vinaigrette scallops I like serving scallops with a knife dear so such a salt pepper a little bit of vinaigrette I just made it sort of citrusy secure stone and I love it we get excited by that you know energy coming back I have to love it was a little taste [Music] are you okay boy [Applause] [Music] you're killing me plate I'm hearing your cure when I'm on the line with Gordon the energy level just pops up and now I'm you know stand a little taller and it's exciting nice happy yeah so actually smiley another Gordon kind of unlocked the chains that I had allowed to be put on I'm with you every step of the way but you need a voice in there and your voice is all not quite that extreme I love it but I have to be able to just say this is not going to work this is not to the benefit of the hotel the guests the restaurant or anything you can do it I know you can do it I needed this too remember what I used to do that there is no limit to what I can do in the future [Music] Ryan and Eddie are both making great strides and tonight my design team will move in and try to get this hotel out of the pits but first there's something just up to try about 25 bars I'm as well use it [Music] they my towel please it's been a challenging week at the Keating hotel a place there was all style and no substance well its own dead e has finally turned a corner good morning Frank how are we exactly it's time to show him and he staff how my design team have transformed the Keating into a place people will actually want to stay okay Jess let's be honest so heating the hotel with huge potential right yes but you need to focus your attention and energy to the guests are staying here yeah stay with me let me show you the key in this case [Music] welcome come hell that is great oh my god how opened up Wow there's no more dominant read read carefully all those wonderful configuration of your hands welcome to the GT the beautiful business is discipline international experience you all have a hand in helping the guests feel welcome the mailing you've disappointed the red God now know it's a brand new wall inviting entrance to hotel ready to see mall yeah that's nice nice coming to my feet oh my god oh definitely the clone way what Wow welcome to what I think is a sophisticated comfortable modern Suites yeah let's start off with a Jacuzzi if guests would like to take a bar who can have a choice sou embody luxury the sofas you can sit down you can watch TV three metres away from the screen Brian you're gone Kwame again geez we thought we were sleek and cool and now it's beautiful it feels welcoming come through the bedroom please I really like the concept of the made-over sweep now it screams would get you get stuck in a perspective sometimes and we need to take a step back and have someone you know come in and show you and I think that's what Lauren was done is amazing now something very important I've organized a free trial period from a local linen company use it to advantage that means the fun testing doesn't need to waste time doing laundry you've got more time to focus on the gas [Music] you are a GM you're not laundry assistants so life cycle ears we don't have to worry about laundry so I am happy there's more let's go [Music] right I did yes come through we have refreshed the menu okay my work with Chef trying to devise a short new menu that will play to his friends first impression visually it's very vibrant the presentation is amazing and the good news is two-thirds the menus gone chef what do you think I think that this allows me to speak to the guests America I want you at improving beverage manager hey responsibilities of room service own it and no plastic containers I think now we have the proper execution the proper understanding of the menu with limited smaller items we definitely can execute it a lot quicker and now I feel a lot more comfortable and that for me is great news because it means the front desk is no longer looking after room service or do laundry they can name great I'm looking after the game yeah there's one more change we need to do you've been wearing a red chef's jacket for far too long you deserve a white one let me tell you put that on thank you enjoy it I certainly will I am feeling great I'm no longer Eddie's chef in the red jacket I'm the chef of the mirc bistro in white it's not Eddie's favorite color but it is a proper chef jacket you perform like one you deserve it make it yours thank you good well done this is the kind of energy you want to be every day so you know what as long as they're doing their job I have no problem saying no to me anymore big night tonight and it could be a tack restaurant you've got to remember you're all team Keating I know you can do it oh absolutely absolutely guests are arriving for the relaunch of the Keating hotel and the first impressions are very positive really you like it at long last the front desk can focus on welcoming guests how are you welcome Cindy pleasure to meet you I'm the hotel's new white lobby is a great improvements and the boy it looks like a bus station now looks like on a pallet look much more nice as the restaurants Arum is finally stepping up alright and taking new hands-on approach to room service I'm not a plastic container in sight mr. heggs right yeah that's how I got room service or here well the simplified menu to brought Brian back to life I want the most gorgeous plates in the world coming up in this window that's good news to the diner very I only believe at night this is where you don't eat ketchup that's perfectly suited I'm for the future Oh Betty I'm Vicky ting hotel keep it going if I had one thing to say to Gordon right now it's just hey all right ladies and gentlemen it's our last ticket out I've been really lost here and you've woken me up great job new day new day he reminded me of Who I am [Music] this place is all about any dream of what hotel should be like but it's got the most important person forget I'm just hoping that any can trust this task and then then work the team to the place and then they come back to okay right Sandra you are a great general manager don't stop being one okay Gordon thank you for yourself Thank You Phyllis I'm supposed to be general manager of the Kenan hotel give me a hug I wasn't thirsty you can do the print beverage you can handle the room service easily and my god I mean you belt back when I literally literally make it yours we take a column and do not change that jacket okay white t-shirt yeah and let your team run your business okay I think this experience with Gordon was life-changing for everyone here what you did to get the team back together I mean come on you've known till done for this place in on the road good luck I can't wait to come back it's one of the experiences you'll never forget job guys no I'm guessing no no no [Music] you on the paper do videos

Channel: Nick Hogan

Views: 2,740,894

Rating: 4.8667626 out of 5

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Id: 2KI0HoP9Rnw

Length: 43min 1sec (2581 seconds)

Published: Thu Jul 06 2017