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Gordon Ramsay
NO Free Ice Cream Samples?! | Full Episode | Hotel Hell
NO Free Ice Cream Samples?! | Full Episode | Hotel Hell
Gordon Ramsay
·
43:23 · Jun 8, 2026
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I'm
in
the
beautiful
lakeside
town
of
Chelan,
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0:07
I'm in the beautiful lakeside town of Chelan,
0:09
Washington to help a husband and wife repair their bad reputation.
0:13
They have built walls around themselves.
0:15
They are absolutely no part of this community.
0:17
They don't know the difference between right and wrong.
0:19
There's no such thing as a fresh burger.
0:21
What?
0:22
And they are so stubborn.
0:23
You don't even know the story.
0:26
It will be a challenge to get through to them.
0:28
All you've done since I've arrived here is lied to me.
0:31
And I totally disagree with that.
0:51
Chelan, Washington, surrounded by the gorgeous Cascade Mountains, situated on Lake Chelan,
0:56
this small town is home to the Lakeview Hotel and BC McDonald's Restaurant.
1:01
Owners Brent and Affney McDonald have been in business here for over 15 years.
1:05
We bought the hotel in 2000.
1:07
>> >> We came into town and and a lot of the locals,
1:10
they really didn't want to see us make it.
1:12
They figured they won't be here long.
1:15
Well, I let them know that we are going nowhere.
1:18
You're stuck with us.
1:20
The Lakeview Hotel is adults only.
1:22
We think that it's the nicest hotel probably in the state of Washington.
1:26
We have a great place here at BC McDonald Lakeview Hotel,
1:29
but business is really slow.
1:31
We losing probably 30,000 a month.
1:37
Easy.
1:37
The financial situation here at the hotel and the restaurant, it is a tough.
1:41
And this year it's extremely tough
1:43
because we had wildfires in the area
1:46
and quite honestly,
1:47
that's what kind of has broke the bank.
1:52
The majority of the reason why there's no consistent business here is >> >>
1:56
Brent and Affney's reputation.
1:58
>> Honey, I'm talking.
1:59
I am talking.
2:00
Customers come in and she said, "You hurry up.
2:03
You go sit down.
2:04
I turn in, you sit down.
2:05
We'll be with you a minute."
2:08
I'm the best employer in town.
2:11
I think I'm easy to work with.
2:13
Just be quiet, will you, please?
2:15
You know, I don't know why people don't like to be here.
2:18
>> >> If you want to keep money flowing through the locals need to like you.
2:21
And you know, if you have a bad attitude towards the locals
2:24
or other customers they're not going to come back.
2:29
Get out there and do a little dance.
2:31
Come on.
2:32
I know you used to pole dance.
2:34
Get your ass out there.
2:35
I definitely get very embarrassed by some of the things he says.
2:38
>> I hope you got a lot of energy tonight cuz baby,
2:40
this is this is Friday night.
2:42
Friday night.
2:44
People are coming to a nice restaurant.
2:45
They don't want to hear dirty jokes and cussing and everything like that.
2:50
Brent does not like to be told anything.
2:52
You could tell him the sky is blue
2:53
and that he's it's going to upset him.
2:55
I think that people are lucky to work for us.
2:57
I think I got a great management style.
3:03
>> >> Chelan is is a beautiful town.
3:05
The opportunity is there.
3:08
Um we just get overlooked because of Brent and Affney's reputation.
3:12
All of our money
3:14
that we have made in the last 30 years has been sunk into this
3:18
business and we have
3:20
so much invested we cannot stop
3:23
because otherwise we're we're done.
3:39
>> >> Hi, Paulkin.
3:41
Where's the valet guy?
3:45
Oh.
3:45
You think that he's still empty?
3:47
Could be.
3:47
Okay.
3:55
So.
3:55
Listen.
3:55
I did say valet parking, didn't I?
3:57
Yeah, it's not my eyesight.
3:59
Maybe he thinks he has the wrong place.
4:10
Wait.
4:10
Valet parking is not Well.
4:14
Control, baby.
4:17
The best breakfast, lunch, and dinner in town.
4:20
Come on in.
4:21
Come on in.
4:21
>> How are you, buddy?
4:22
Good afternoon, Chef Ramsay.
4:24
What a gorgeous drive that was.
4:25
Oh, thank you. >> are you?
4:27
Oh, well, ladies first, isn't >> Yeah, I know.
4:29
I I totally understand that.
4:30
Nice to meet you.
4:31
Um are we uh the valet parking on strike?
4:34
It is this time of year.
4:35
So, it's temporary valet parking.
4:37
Uh what do I do with my car?
4:38
Cuz you kept the sign there.
4:39
I I'll park it for you.
4:40
How about that?
4:41
Wow.
4:42
It's the last time you dusted in here.
4:43
It's pretty dusty in there.
4:45
What's up there?
4:47
Something is growing up there.
4:49
Can you see that?
4:50
Or is it me?
4:50
You see that from there?
4:51
>> I can see it.
4:51
Wow.
4:53
Yeah, it's right there where we missed it. >> you're both wearing glasses.
4:55
I just want to make sure you can see it.
4:57
It's not really easy to >> Wow.
4:58
It's not really easy to see it for me.
4:59
How do you get that down?
5:01
Well, usually we use that. >> pole duster.
5:03
And where is the pole?
5:05
It's right in the back here.
5:07
I'll be right back.
5:10
Wow.
5:10
Well, now you've made everything dusty down here.
5:12
I've made it dusty?
5:13
No, you haven't cleaned it.
5:15
Yeah.
5:16
Supposing that falls on a customer's head, what would you do?
5:20
I don't I don't think that it will, actually.
5:22
You don't think it will?
5:23
No.
5:23
Well, it's been up there for about 6 months.
5:25
It seems to be growing, actually.
5:27
>> It's disgusting.
5:28
>> Yeah.
5:29
Brett, shame on you. >> it.
5:31
Wow.
5:32
And what's in here?
5:34
More dust over here, Brett.
5:36
Look.
5:37
Is there more?
5:38
You must have missed that spot, too.
5:40
There's a big, long creepy crawly hanging down there. >> yes, I see that.
5:44
We've been closed for For last 3 weeks.
5:46
When it's so slow this time of the year, we go on a holiday.
5:48
And when you close, do you normally clean before you close?
5:51
Or do you come back dirty?
5:53
>> come back the way it is and Wow.
5:56
Look at that up there.
5:57
>> We're we're living in a very dusty environment here.
6:00
That's Yeah, okay.
6:02
Uh, come on.
6:03
Seriously, this is mountain, clean air.
6:05
Well, that's all true, yeah.
6:07
What is?
6:08
Oh, there you go.
6:09
Yeah.
6:09
Thank you for that.
6:10
No problem.
6:11
I I didn't expect to clean as I check in.
6:13
And I Oh my god, there you go.
6:14
They are gross, right?
6:16
Don't mess it up too much.
6:18
It's all going to come down.
6:19
Well, how long are you thinking of keeping it up there?
6:23
Oh, You might as well do them all while we're at it.
6:25
>> We might as well do them all.
6:27
It's not funny.
6:28
I've got to get this thing out here.
6:32
Holy Look at that.
6:36
Jeez.
6:36
God damn it, Daphne.
6:37
Why didn't you get to that?
6:40
And how long have you owned this place?
6:43
15. 15 years?
6:45
15 years.
6:45
You just So, when was the last time it was cleaned?
6:47
It was clean.
6:48
You just good.
6:49
You've got a You've got a great eye.
6:50
I can tell you.
6:51
Yeah, I always missed.
6:52
I've done lots of things on arrival,
6:53
but I've never quite cleaned like that from a ceiling.
6:56
Can I give that back to you?
6:57
>> Yeah, I'll do that.
6:58
Okay.
6:58
Right.
6:59
Yeah, thank you.
6:59
Um, what's going on here?
7:01
On the front door, you've got 40 flavors.
7:03
>> Yes.
7:04
Sorry, no samples.
7:05
>> Yes.
7:05
When we're really, really busy, we have a line that goes out the door.
7:09
Yeah, and it's up to the episode. >> person ask for uh a sample,
7:15
they will all ask for a sample.
7:17
And how do you think all those yogurt franchises entice business?
7:21
They offer samples.
7:22
So, they speculate to accumulate.
7:25
Sorry, no samples.
7:26
Sorry, no samples.
7:27
Who comes up with all these stupid rules?
7:29
Probably myself.
7:31
>> Man, you like kicking the crap out of the locals, don't you?
7:34
Yes.
7:35
So, I take it we're not going to get Oh, there's another one.
7:39
Yes.
7:39
There's me thinking that's a flavor.
7:41
So, how long have you had this closed?
7:43
Oh my god, look how dusty that is.
7:44
It's not closed.
7:45
>> This is not closed?
7:46
No, it's not.
7:47
Stop.
7:48
It is not.
7:49
It looks like it's Oh, no.
7:52
Lottie, how?
7:53
Where's this thing gone?
7:56
Please.
7:56
Oh my god, this is monstrous.
7:58
This is like a cobweb on steroids.
8:00
Where's this thing gone?
8:01
She's getting it.
8:02
So, why did you close for 3 weeks?
8:04
I went on a holiday.
8:05
Wow, and where did you go?
8:07
Mexico.
8:08
Wow.
8:09
Did you enjoy Mexico?
8:10
Yeah.
8:11
You did?
8:11
>> Really we enjoyed being there.
8:13
She only came for a week.
8:14
She gives me a week by myself.
8:18
Say Say Say that again.
8:20
You go on holiday on your own?
8:21
I do.
8:21
Rest for a week and then your wife comes for the second.
8:23
Uh my wife and daughter meet me for the second week. >> like to
8:25
go for 2 weeks holiday?
8:26
I will I will love to if I have a chance.
8:29
I see.
8:33
Right.
8:33
Um I just want to get this thing down here.
8:35
We synthesized this one.
8:36
Yep.
8:37
Holy crap.
8:38
Is that a keeper?
8:39
That.
8:40
Look at that.
8:42
This is above an ice cream parlor.
8:45
If we turn that on, it's going to spin dust.
8:47
Hopefully it won't.
8:48
Well, we Look at that.
8:49
Yeah, that is uh Look at that.
8:55
What?
8:55
I I think you're doing awesome actually.
8:57
I I think that we should possibly hire him really, you know.
9:01
I'm glad that I'm hired to clean.
9:04
Yeah, that's Wow.
9:06
Do I have to take this to my room?
9:07
It may be a good idea.
9:08
Are you serious?
9:09
>> No.
9:10
Let's go.
9:10
No dust, right?
9:12
Oh while I'm up here, look.
9:14
Oh, come on.
9:15
>> No, but look at these ones here on the top of that.
9:16
>> We'll we'll we'll get it.
9:17
Oh, now you'll get it.
9:19
Well, it's obvious that you haven't done it before.
9:21
Let's go. >> you know.
9:22
How many rooms do you have here?
9:24
12.
9:24
12.
9:25
Wow.
9:26
This room probably isn't for you,
9:28
but we're going to give it to you anyway.
9:29
What do you mean by that?
9:30
It's for people that haven't been laid for a while, quite honestly.
9:34
Say that again, son.
9:35
People that haven't been laid.
9:37
Laid.
9:38
Laid.
9:39
As in As in What's
9:41
that got to do with me checking into this room?
9:46
Wow.
9:46
And this is the room for those who haven't been laid recently.
9:50
You don't talk like that to guests.
9:52
Well, this is an awesome room.
9:53
It offers the best view
9:54
that we have Right. of the river part of Lake Chelan.
9:57
>> Wow.
9:58
Wow.
9:58
Has a stack stone fireplace, awesome ceiling.
10:02
I think they're 15 ft.
10:03
And uh Awesome dusty ceiling.
10:06
See those beams?
10:07
I can see Yeah, I see them.
10:08
Wow.
10:09
Man, what is it with dust around here?
10:11
Well, as I said, we're in a dusty area.
10:13
Apart from the dust, the rooms are gorgeous.
10:17
Yes.
10:17
These are the air conditioning uh units.
10:20
Where's that?
10:20
So, you don't have that funky thing down here that cries motel.
10:23
I thought it was TV.
10:24
No, it's uh air conditioning.
10:26
It's both We program it for both AC or Right.
10:29
So, how do I adjust the temperature?
10:30
Uh you don't.
10:32
They're preset.
10:33
It's set at 68°.
10:35
Wow.
10:36
Why is it set like that?
10:37
I keep the remote controls
10:39
because I absolutely know
10:40
that they will get screwed up
10:42
if I leave them up here in the room.
10:43
You don't give samples, you don't let me keep the remotes,
10:46
and you don't let me bring the temperature up or down.
10:48
It's not really the get laid room, is it?
10:50
Uh that's up to you.
10:52
Wow, you're you're setting the bar.
10:53
You're you're telling me what I can and what I can't do.
10:56
Weird.
10:56
It's very weird.
10:57
Look how dusty this is as well.
10:59
How do I open that up?
11:02
See, you've got all these fancy gadgets. >> you like me to open it?
11:04
Yes, please.
11:05
Thank you.
11:06
Wow.
11:07
When was the last time they were cleaned?
11:09
That gets cleaned about twice a year.
11:13
Uh Uh would you mind if I just make it three times this year?
11:16
Yeah, I think that sounds great, actually.
11:21
Okay.
11:21
So, the air conditioning unit you control, they have to breathe in this tonight.
11:25
Are you bullshitting me?
11:27
No, I'm not you.
11:28
Right.
11:29
Can you uh I will take that. >> mind?
11:31
I've got no interest in breathing your water at us.
11:34
Okay, I'm going to unpack and I'll be down in 5 minutes.
11:36
>> Okay.
11:36
All right.
11:41
Wow.
11:41
Honestly, look at that.
11:44
It's terrible.
11:51
Disgusting.
11:51
Hello.
11:51
Hi.
11:52
Man, um the dust when I walked in.
11:55
What the hell is going on there?
11:57
Bizarre.
11:58
How long have you been here?
11:59
A month.
12:00
So, you're a new kid on the block?
12:01
I am.
12:02
Yes.
12:02
Wow.
12:03
So, they get through all the stuff?
12:04
I think so.
12:05
There is some that have been here for years,
12:07
but actually the ones that were here, the cooks,
12:09
they have recently left and I mean, how would you describe them as bosses?
12:14
Um different than any I've ever had.
12:18
Yeah, I'll say.
12:19
Anyway, let's order.
12:20
Um I was going to have a glass of wine,
12:22
hoping to get something local having just driven through those amazing vineyards,
12:26
but there's nothing local here.
12:28
No.
12:29
I mean, New Zealand Sauvignon Blanc?
12:32
How weird is that?
12:32
What would you recommend for lunch?
12:33
What's the soup today?
12:35
The soup is a minestrone.
12:36
>> Oh, that's good.
12:37
Yeah.
12:37
BC's bacon burger, yeah?
12:40
>> Okay.
12:40
Let's do a a pizza as well, with the handmade, right?
12:42
I'm sorry, actually, we don't do the pizzas any longer.
12:45
I don't know why they're pages not taken out.
12:48
Wow, okay.
12:49
Uh anything else that's not on?
12:50
We are out of the pork stir-fry and we do not have chili.
12:54
Uh no chili.
12:57
Wow.
12:57
Let's do a prime rib as well, with that, shall we?
13:00
Um I believe we're out of prime rib.
13:03
Oh, we're out We're out of a lot of things. >> so, yeah.
13:05
The um turkey ciabatta dip is usually a good one.
13:09
Let's Let's do a turkey dip.
13:10
Okay.
13:12
>> Um Hold on a minute, breaking news.
13:13
BC's seem to be famous teriyaki steak.
13:17
What the does that mean?
13:18
When someone says seem to be famous, who writes this on the menu?
13:21
Seem to be famous.
13:22
Why would that be on the menu?
13:24
I think we should try it.
13:25
Let's go.
13:26
Um I think done.
13:27
Okay.
13:28
>> Yeah.
13:28
Sure.
13:29
Yeah.
13:29
Thank you, mate.
13:33
Okay, do you need help?
13:35
Minestrone soup, right?
13:36
Correct.
13:36
That's disgusting.
13:41
Wow.
13:42
That doesn't even taste homemade.
13:44
It's frozen.
13:46
It's frozen.
13:48
Yes.
13:48
>> Frozen minestrone soup.
13:50
Yeah.
13:50
Okay.
13:51
This is terrible.
13:55
You've got the BC bacon burger.
13:58
Wow.
13:58
Jeez.
13:59
Look how thin that is.
14:01
My onion ring's thicker than the my patty.
14:04
Huh?
14:04
Where are they from?
14:06
I I'll find out that answer.
14:08
On the hamburgers, it says on the menu certified Angus beef.
14:12
Where do we get that?
14:12
Are they fresh or frozen?
14:14
No, we we always come back as frozen.
14:17
$12.95.
14:20
Let's have a Coke.
14:21
And the the the patty's bland.
14:23
It actually tastes frozen, but the patty It It It does come frozen.
14:28
So, it says fresh and it's not anywhere near. $13 for that.
14:34
Oh, this is brutal.
14:36
All right, the food coming up is very good.
14:39
This is the um turkey melt.
14:41
Thank you.
14:42
And what's this here?
14:43
That is the broth for the turkey.
14:45
The broth?
14:46
Mhm.
14:49
If you want to add the pure sandwich in it.
14:53
Food What is that in there?
14:54
Let's have a little sip.
14:59
Wow.
15:00
It's so salty.
15:01
Yes, it does. >> bad.
15:03
It's salty and bitter.
15:04
Jesus.
15:05
You want to taste this, actually.
15:07
He had me taste it.
15:09
Oh, yeah, it's really salty.
15:10
Really salty?
15:11
Yeah.
15:12
Holy This here is the teriyaki chicken burger.
15:19
The nearly famous burger.
15:21
What the What is that?
15:23
What was he doused in?
15:25
Teriyaki over cheese.
15:30
Ugh.
15:30
Nearly famous.
15:31
This is about to be famous to send me to the bathroom.
15:35
Yeah.
15:35
I mean, I'm not even going to go there.
15:38
Nope.
15:38
I'll just have a coffee.
15:40
Thank you.
15:40
>> You got it.
15:43
Right.
15:43
Let's get reviewing.
15:46
Wow.
15:47
Headline, do not go here.
15:48
If you want mediocre overpriced food, this is the place for you.
15:51
Unfortunately, not my dig.
15:53
Holy hell.
15:54
Wow, this is terrible.
15:56
This is terrible.
15:57
Oh, it's awful.
15:58
I mean, look at the headlines.
16:00
What an odd place.
16:01
The owner bad-mouthed another local place at our table.
16:04
Do not go here.
16:05
Run, run, run far away.
16:06
Horrible service, terrible food, and stupid expensive.
16:08
The owners are jerks who are rude and don't support their staff.
16:12
They don't welcome kids.
16:13
No wonder this place is empty.
16:15
Is that that bad?
16:17
It is.
16:18
It's very awkward.
16:19
You know, after I hope they they don't listen to this.
16:21
These are customers.
16:22
They're all negative.
16:24
And FYI, no samples allowed.
16:28
That's right.
16:28
What a tight bastard.
16:29
Yeah.
16:30
Is he really stingy?
16:32
Absolutely.
16:32
Is he?
16:33
Yeah.
16:34
And the lack of, you know,
16:36
children And they do have a um teenage daughter.
16:38
So, they have a teenage daughter, but they don't welcome kids.
16:43
>> Yes.
16:43
He goes on holiday for a week on his own, suns himself,
16:45
gets nice and bronzed, and she joins him for the second week.
16:48
But, he wants a week on his own.
16:51
Ugh.
16:51
This is like a whole new Oh, wow.
16:52
I had not heard that.
16:55
Yeah.
16:55
What a creep.
16:56
Yeah.
16:57
If I did that to my wife, she'd kick me in the nuts.
17:00
Yes.
17:01
I'm at a loss.
17:02
This place is depressing.
17:05
I'd like to um get the owners down here.
17:07
Let's just have a little debrief, shall we?
17:08
Okay.
17:09
You got it.
17:10
Wow.
17:11
Jesus Christ.
17:12
>> Do you want us?
17:13
He does.
17:14
Yeah.
17:15
Let's go.
17:16
It's okay.
17:16
>> Take everything with you.
17:17
Don't say anything.
17:18
Don't make like fun.
17:19
>> Oh, no.
17:20
You think that is not fun?
17:21
Stop it.
17:26
I'm at a loss.
17:28
The biggest kick in the balls for me is
17:30
that on the menu it states homemade fresh daily changing soup of the day.
17:36
Your soup of the day Mhm.
17:38
Brent, it's frozen.
17:40
Can you make minestrone soup?
17:42
Yes.
17:43
How much does it cost to make a liter?
17:45
Uh couple bucks.
17:46
Tell the owner.
17:47
And you have the nearly famous burger.
17:50
I'd like to congratulate you
17:51
because it's now famous
17:53
as the most disgusting bit of between a bun I've ever seen.
17:57
You have a slice of red onion that's thicker than your pate.
18:00
It was frozen.
18:01
And you're charging $13.95 for it.
18:04
I don't know how low we can go.
18:07
The list.
18:08
Everything's from New Zealand.
18:09
There's not even a local wine on here.
18:13
Well Give it to me then.
18:14
Well, I'll give it to you.
18:15
Most of these wineries all opened up restaurants.
18:19
They're They're our competitors.
18:20
So you can't support the local vineyard.
18:22
Well I came in here to help.
18:27
I'm laughed at, lied to and fed frozen food.
18:33
As an owner, you two can't be that gone.
18:38
Otherwise, I'm going to go.
18:46
>> >> Right before dinner, I had a chance to catch up with Teddy
18:49
the manager so I could understand his perspective of what Aafney
18:52
and Brent are like
18:53
as owners.
18:54
Inappropriate things are commonly said.
18:56
His personality has a lot to do with it.
18:58
It's, you know, really common
18:59
that he'll make you feel
19:00
that this is the best place
19:02
and you're lucky to be here.
19:03
Their behavior as bosses is unacceptable.
19:06
Wow, wow, wow.
19:07
Clearly in denial.
19:08
I appreciate the insight.
19:09
Yeah.
19:09
>> Yeah.
19:10
Well, thanks.
19:11
>> Thank you.
19:11
I'll see you in there.
19:12
Yes.
19:12
Definitely.
19:13
And I want to observe what they're like during an evening at the Lakeview.
19:20
So, you have a key to the room.
19:22
We can't wait.
19:22
But, let's hope that it's ready.
19:24
Couple of things that we're not offering.
19:25
Um no Chilean sea bass, no pizza, so >> pizza?
19:29
No pizza, no sea bass.
19:31
Very disappointing. hell.
19:35
Frozen, frozen, frozen.
19:39
Wow, not even wrapped.
19:40
Where are the burgers?
19:42
I mean, it just doesn't look anything like a burger.
19:44
And when it's processed like that and stamped and pressed, you can just tell.
19:47
Right.
19:48
Frozen food.
19:49
Wow.
19:50
Brett, come with me.
19:51
Yeah.
19:52
How's the fettuccine?
19:53
It's okay.
19:55
Not the best.
19:56
Damn, I'm sorry.
19:57
Um burgers.
19:59
A burger cooked here locally, would you expect that to be frozen or fresh?
20:05
Fresh.
20:05
The burger is not frozen.
20:06
It's the patties and everything come in frozen and then they're thawed out.
20:10
Is that Like most people do.
20:12
So, it's not frozen then?
20:14
It comes in frozen.
20:16
Yeah.
20:17
You thaw it out
20:18
and that to the your customers is not a frozen burger.
20:24
Well Stay there.
20:25
Let me just show you something.
20:32
>> I'm waiting for him to come back.
20:33
He's going to ring me on something.
20:36
Oh boy, here we go.
20:39
So, there's your burgers.
20:40
Is it frozen?
20:42
Thank you.
20:43
Now, your husband said it wasn't.
20:45
No, what do you mean?
20:46
No, it's it's it's frozen.
20:48
Of course, I I never said that it wasn't.
20:50
It we thaw it out here.
20:51
It comes in frozen.
20:53
Yeah.
20:54
It's still a frozen burger.
20:56
There's no such thing as a fresh burger,
20:58
at least at least here in Eastern Washington.
21:00
We cannot get fresh.
21:02
There's no You find me the burger.
21:04
Come with me.
21:05
Yeah.
21:05
Good evening.
21:06
Welcome.
21:07
Please come in out of the cold.
21:08
Are you joining us for Dinner?
21:09
Yes.
21:09
Quick question.
21:10
Do you love a burger?
21:11
>> Yeah, I love a burger.
21:12
Madam?
21:12
Yes.
21:13
Would you expect them to be made fresh here or frozen?
21:16
Fresh.
21:16
Fresh.
21:17
You going to tell them or should I tell them?
21:19
Fresh all the way.
21:21
No, should we tell them the truth?
21:22
I mean, that's what we wanted to do.
21:23
>> Well, we we still our burgers come in frozen and we thaw them out.
21:28
But thawing them out doesn't make them fresh.
21:32
>> Fresh.
21:32
Thank you.
21:32
Appreciate it.
21:33
Thank you.
21:33
Thank you.
21:34
Thanks for coming in, you guys.
21:36
Welcome, ladies.
21:37
Hey, folks.
21:38
How are you?
21:39
Quick question.
21:40
Coming out for dinner,
21:41
would you expect a frozen burger to be served here tonight
21:43
or a fresh one?
21:43
Fresh.
21:44
Fresh.
21:45
You going to tell them or should I tell them?
21:47
I'll let you tell them.
21:48
Oh, come on.
21:48
You own the place.
21:49
Well, we all of our beef that we get in burgers,
21:52
it comes in frozen.
21:54
Our burgers and we and we thaw them out.
21:56
Which in his mind convinces him it's fresh.
21:59
Oh.
21:59
Does that make it sound any better?
22:01
No.
22:02
Thank you.
22:03
All right, thank you.
22:03
We're still glad to have you.
22:04
Thank you.
22:05
You you bet.
22:06
Oh my god.
22:08
After Brent tried to convince me that there were no fresh burgers in town.
22:11
Hm?
22:12
I almost cried.
22:13
It's okay.
22:13
You did good, Anne.
22:14
I'm proud of you.
22:16
I walked directly across the street and ordered one.
22:19
So, that's the lamb burger.
22:26
>> Nice to see you.
22:27
Coming to a restaurant like this,
22:28
would you expect your burgers to be fresh or frozen?
22:31
Fresh.
22:32
Burgers come in frozen and we thaw them out.
22:36
That's the story.
22:37
Thank you.
22:39
So, that was a lamb burger.
22:43
Fresh.
22:43
I'm getting sick to death of this denial, denial, denial.
22:46
You've been making up all day.
22:48
Yes, you Yes, you have.
22:49
>> No.
22:50
All your staff have the same thing to say.
22:52
Passive-aggressive, condescending, inappropriate, and stubborn.
22:57
No, absolutely not.
22:58
Your staff, the way you treat them.
23:00
What?
23:01
There you go again.
23:02
Denial, denial, denial.
23:03
No, no, no.
23:04
You're just scared about employing a team that's going to tell you the truth.
23:08
That is That is not >> Cuz you don't like them confronting you with
23:11
the truth.
23:12
You'll fire them.
23:13
No, I haven't fired anybody.
23:14
>> I heard that you'd fired your son.
23:17
Oh, You don't even know the story.
23:22
He was having some issues, Gordon,
23:24
and I told him >> aware of the alcohol problem.
23:26
I was aware of that.
23:26
>> Right.
23:26
I was trying to save his life.
23:28
Yeah.
23:28
My brother's a drug addict.
23:29
I put him in rehab seven times unsuccessfully.
23:32
I don't give up on him.
23:33
Yeah.
23:34
But what I'm more concerned about is that nothing's affecting you.
23:38
It's like we're doing great.
23:40
In In general, the place runs quite well.
23:43
Oh my god.
23:45
Come with me.
23:46
Just Yeah, you and I.
23:48
Is this a joke for you?
23:49
Can you give us 2 minutes, please?
23:50
No.
23:51
Is this Are you around?
23:52
No, I'm not around.
23:53
Are you trying to pull the wool over my eyes?
23:55
Oh, hell, no.
23:56
You know the business is dwindling.
23:57
You've got all these rules, no samples, no kids.
24:03
This place is thriving with families.
24:06
We really don't want to have crying kids here.
24:08
I just I just would like to have a quiet getaway for for our
24:13
honeymooners and and birthdays
24:15
and anniversaries.
24:16
A honeymoon venture that come down have a romantic dinner
24:19
and eat a frozen burger?
24:21
Come on.
24:22
This place is hemorrhaging money cuz you're caught in a web, delusional, stubborn,
24:30
old-fashioned, and pompous.
24:32
Anything else?
24:34
It's just a joke for you, isn't it?
24:36
No, I just Next time I'm going to know to do a little dusting.
24:41
Wow.
24:42
A little dusting. me.
24:43
How deluded.
24:53
>> >> During dinner service, I decided to do some investigating in the rooms.
24:56
Dreadful, dreadful, dreadful.
24:58
And after what I found,
24:59
I gathered the hotel guests along with Daphne and Brent.
25:02
Hi guys, come through, please.
25:04
Um just very quickly, glasses on.
25:08
Here we are.
25:08
Come through.
25:09
If you just stand over here, pillow left-hand side, pillow number one.
25:15
Can you see that?
25:16
I can't see a darn thing.
25:17
>> You can't see.
25:18
Maybe Daphne, Yeah. explain to Brent what this is.
25:23
Uh spot, I don't know.
25:25
Spot, you don't know?
25:26
Yeah, spot.
25:27
Maybe this one will be a little bit clearer.
25:32
Blood.
25:32
See that?
25:33
There we go, honey.
25:34
Well, that's disgusting.
25:35
Right, Daphne.
25:36
Yes.
25:36
Brent can't see anything.
25:38
>> I I I uh go ahead, where I Well, I see that, of course.
25:41
Okay.
25:42
Can you see that one?
25:43
Yes, I do.
25:44
This is the worrying bit.
25:46
Mhm.
25:47
These are the duvets that have been on these beds.
25:52
That was just washed 1 week ago.
25:54
Absolutely one of them.
25:55
Absolute rubbish.
25:56
And look at this.
25:58
I mean, these customers They're the ones you're taking the money from.
26:00
Don't you dare tell me that was washed a week ago.
26:02
Don't you dare. >> 1 week ago, I have the bills.
26:05
You cannot be serious.
26:06
>> We are serious.
26:08
It was done, and that's that's it.
26:09
We're not going to say anything else. >> got the bills for that.
26:11
That is not clean.
26:13
That's It was just done.
26:14
>> And this, go on.
26:17
Oh.
26:18
I see that, but 1 week ago that was cleaned.
26:21
I'm done with this This is not fair.
26:23
Just stop.
26:24
We did clean them 1 week ago.
26:26
And they're not cleaning them properly.
26:28
>> Stop.
26:28
JUST FOR ONCE, TODAY, LYING.
26:39
And look at this.
26:41
I mean, that is not clean.
26:42
>> That was just washed 1 week ago.
26:44
Stop.
26:45
JUST FOR ONCE, TODAY, LYING.
26:47
BRENTON, STAY there 2 seconds.
26:49
You >> >> Did you have any idea you're sleeping in that?
26:55
No, not at all.
26:57
I wish you can't see that, can you?
26:58
>> sleep in that.
27:04
Brent?
27:04
I I I see that.
27:05
I want an explanation cuz all you've done since I've arrived here is lie
27:10
to me.
27:10
Lie to me, lie to your staff,
27:12
and I am not going to allow you to lie to the customers.
27:16
And I totally disagree with that, too.
27:18
I have not said one lie to you.
27:21
I'm not going to go for that. >> all day.
27:22
Yes, you have.
27:23
>> No, I That is totally It's not true.
27:27
You convinced that thaw food is fresh food.
27:30
You're robbing them of their cash.
27:33
You're telling me this was cleaned a week ago.
27:35
Let me ask you a question in front of your customers.
27:38
Would you sleep on that?
27:39
>> No.
27:40
So, why do you expect them to?
27:42
Would you sleep on that?
27:45
>> No.
27:45
Not an apology, nothing.
27:49
I'd like to apologize.
27:50
I'm I'm I'm appalled.
27:53
I'm disgusted.
27:55
I've had enough.
27:57
Anything you'd like to say?
27:59
The pillows like this, I apologize.
28:02
Can I have a word with him on my own?
28:03
Would you mind?
28:08
These guests are hours away from putting their heads on your pillows.
28:13
Blood stained pillows.
28:15
Semen stained duvet covers.
28:18
And sweat accumulated over years.
28:22
I I can see that, Gordon.
28:27
I am struggling.
28:29
I'm struggling with your husband that's in denial.
28:31
I'm struggling with his arrogance, and I'm struggling with his blatant lies.
28:35
I'm not here to butt heads with a liar.
28:37
I'm here to help turn this business around.
28:42
>> >> Bethany, you can talk to me.
28:44
Are you worried about Brent?
28:47
He's my husband.
28:48
Yes, I am.
28:50
He's my life.
28:53
We have a daughter together.
28:55
Does your daughter feel this at home?
29:00
Yeah.
29:00
And he fell out with his son.
29:03
He fired his son.
29:07
Yeah.
29:07
Does that still bother him?
29:09
Is that what it is?
29:12
He's still his son.
29:14
Of course he's still his son.
29:17
I still care about him.
29:18
It doesn't sound like he's caring about him.
29:20
The guy was drinking.
29:23
He needed help.
29:25
So he got rid of him.
29:29
Is that what's bothering him?
29:30
Is that why he's in denial?
29:32
I need Brent to take his guard down.
29:35
Something inside here is bothering him.
29:39
I don't know if it's the financial debt, the pressure, is it his son?
29:43
I don't know.
29:44
I can't get in.
29:48
I want to talk to his son.
29:51
How can I get hold of him?
29:52
I got his number.
29:53
Thank you.
29:56
Afni, you're the only hope I've got.
29:58
Can we work together?
30:00
Yeah.
30:00
And can we get him to open up?
30:04
Okay.
30:04
And tomorrow morning, I want the truth and nothing but the truth.
30:19
Okay.
30:19
I really needed to break through to Brent >> >>
30:21
and see why he is
30:22
so stubborn.
30:23
So my team and I attempted to get hold of his son to meet
30:26
me at the hotel.
30:27
But we were unsuccessful.
30:29
Now it's up to me to try to get through to Brent.
30:35
Let's take a seat at the bar.
30:36
I've got to get through to you.
30:38
Why are you so stubborn?
30:39
You got off last night cuz I mentioned your son.
30:42
Mhm.
30:44
Why did that hit a nerve?
30:46
You know, we we just had a a breakdown in the relationship
30:49
when his when his mom remarried.
30:52
They she remarried the same day the divorce was final.
30:55
So Parted company with your son.
30:58
You weren't even present at your daughter's wedding.
31:03
I was not invited.
31:05
I didn't even know she got married.
31:08
I was destroyed.
31:10
Everybody wants to see their daughter.
31:13
I've I've got three daughters.
31:16
That's painful.
31:19
You know, when you're when you're kids tell you Tell you what?
31:30
Well, I have three grandkids.
31:37
I haven't seen two of them.
31:39
You know what?
31:40
You know, I am stubborn.
31:42
Maybe I'm stubborn, but when you get shut off and then your mom died,
31:47
I thought, "Wow, maybe this is going to be my chance.
31:49
Maybe they're going to come to me."
31:51
But my You can't my son just drinks too god damn much.
31:55
But but I but that but that you're still their father.
31:59
You're still their dad.
32:01
I know it.
32:02
You can't go around with that that that that that anger.
32:08
I've been waiting for them to come to me instead instead of the other.
32:12
That's never going to happen.
32:13
Yeah.
32:14
Well, that's that's my proudness and my stubbornness.
32:16
You know?
32:18
You have to change your ways
32:19
and you have to start becoming a lot more generous
32:22
as a owner,
32:23
as a father responsible for three kids.
32:25
And I I'm not here to fix your family.
32:28
I'd love you to.
32:28
I would so love you to.
32:31
And just you calling them, making an effort, they need to see the change,
32:35
but you need to embrace that.
32:37
>> >> I agree.
32:37
There's too much at stake.
32:39
Reach out to those kids.
32:41
You got to bring those barriers down.
32:44
And you got to open up.
32:45
And somewhere in there there's the friendly, comforting, supportive, you know, astute Brent.
32:51
We got to get back there.
32:52
Okay.
32:57
Brent and Athony's bad reputation within the town comes as no surprise.
33:01
You got a picture there?
33:02
Mhm.
33:02
Great.
33:02
Give me 2 minutes, please, okay?
33:04
I've gathered local business owners to show Brent
33:07
and Athony the issues they don't realize they have.
33:10
Good morning.
33:11
Morning.
33:12
How are we?
33:12
Doing good.
33:13
First of all, I just want to say a big thank you for coming.
33:15
You guys are the pillars of the community.
33:18
You have businesses and you are very proud of what you've built here.
33:23
And I've been struggling trying to get through to Brent.
33:27
He's in denial.
33:28
I feel like Brent is an undertaker.
33:31
Those people that are working for him, there aren't many,
33:34
Yeah. that have very good things to say.
33:37
Wow.
33:38
That's ridiculous.
33:40
I had a friend
33:41
that used to work here at BC's
33:43
and she had a customer
33:45
that had a steak dinner
33:46
and a baked potato,
33:46
it was all great.
33:48
And he wanted to take it with him,
33:49
so she took it in the back
33:50
and set it on the counter
33:51
and went to get it to go container.
33:54
And Athony scraped it into the garbage.
33:58
And she said, "Well, uh my customer kind of wanted take that."
34:01
And she watched Athony grab the baked potato, wipe it off,
34:06
and grab the steak, and she made her give that to the customer.
34:13
No free samples on the ice creams
34:15
and How hard is it to give somebody a little plastic spoon?
34:21
>> >> What do they give back to the town?
34:22
They're an absolutely no part of this community.
34:24
They have they have built walls around themselves
34:26
and you need to take care of each other in the off season.
34:30
It's locals taking care of locals.
34:32
You know, I will say with the fires, you know,
34:34
this whole town came together
34:36
and I don't think I can remember them offering help in any way.
34:41
It was a crisis that everybody found a need and everybody helped.
34:45
Except them.
34:46
Except them.
34:47
But that's the spirit of Chelan, I think, is what we're getting at.
34:50
We share tractors, we share, you know,
34:52
from vineyard work to some of us have restaurants, so we share employees.
34:56
He's oblivious.
34:59
How come there's no wine from this amazing region on their list?
35:04
>> When we first started our winery,
35:06
his excuse was that the wineries have restaurants that compete with his restaurant.
35:12
In addition to that,
35:13
it would be a shame
35:14
if there was just one good place in town to go to.
35:17
We want tourists to come here and have a great time everywhere they go.
35:21
So, if if he does well, we'll all do well.
35:25
I really appreciate the feedback,
35:27
but I want you to help me get through to them on another level
35:31
now,
35:31
because I'm going to go and get them.
35:35
And we're going to tackle this head-on.
35:38
Uh give me 2 minutes.
35:39
Thank you so much.
35:40
You want to go?
35:42
It's really, really hard to take it.
35:43
>> Let's go.
35:44
Because we try really hard.
35:47
It just shocked me.
35:48
Wow.
35:50
Hi.
35:51
Hi, folks.
35:52
These are, in my mind, even more important than customers,
35:56
because you guys should be bonded.
36:00
Clearly, you're not.
36:02
Why has it taken so long?
36:04
Sometime, you need somebody to slap your face.
36:11
We were in a comfort zone, somewhat.
36:16
And used to the way we did everything, you know,
36:18
for a lot of years, and it needs to be changed.
36:21
May- maybe we banked on the location too much.
36:25
There's a lot of things we've done wrong.
36:27
>> >> They're to see you do well.
36:29
Anything to say?
36:29
There can never be too many fun good places in town.
36:35
We always want somewhere to go and relax and enjoy ourselves.
36:39
I think we all want you back on our radar.
36:42
All of this has been a wake-up call for us.
36:45
This is part of the reason why we asked Chef Ramsay to come to
36:49
help us.
36:50
We're listening.
36:51
>> >> We We heard everything that you had to say.
36:53
And we are going to try to do much, much better.
36:57
We're hearing you.
36:58
I don't think that I knew how the business community was connected.
37:03
That everybody is feeding off of each other.
37:06
>> >> We have to realize that to be part of this connection,
37:09
we have to change.
37:15
With Brent and Affney committing to change,
37:17
my team moved forward getting rid of all the dust and cobwebs.
37:21
We furnished all the rooms with brand new bedding.
37:23
But the biggest change was overhauling the ice cream parlor.
37:27
Off we go.
37:28
Ladies, welcome.
37:31
My god.
37:34
Holy moly.
37:36
Wow.
37:37
Unbelievable.
37:40
>> Unbelievable.
37:40
This is what I call a parlor.
37:42
You had a dreadful space here.
37:44
Yes.
37:44
Oh my god.
37:46
>> Now it's turned into something magical.
37:48
Do you think there's any chance that I could get a sample?
37:51
We will be throwing samples out everywhere.
37:55
This is way beyond our expectation.
38:01
Given the importance of the local wineries, I brought in sommelier Dave Foss.
38:05
>> How are you?
38:06
Who repaired the bad reputations with the locals that Brent and Affney had.
38:10
You're going to need to nurture those relationships.
38:13
And he created a brand new menu featuring all Washington wine.
38:17
You're no longer going to have to say, "Sorry,
38:19
I don't have any local wines."
38:21
Finally, to accompany all this, I created a smaller,
38:24
more exciting menu that features all fresh food.
38:27
Dig in.
38:28
Have a little taste.
38:29
Oh my god, this is so good.
38:31
It's delicious.
38:32
Oh my gosh.
38:34
Everything fresh better.
38:38
Fantastic.
38:38
What I have learned from this community is that local support is everything,
38:42
and this town is willing to give Brent and Ashley a second chance.
38:46
Hi to everybody.
38:47
How are you today?
38:48
Good to see you guys.
38:49
Would you like to see my new ice cream parlor here?
38:52
With all the new improvements,
38:54
I'm hoping Brent and Ashley make a good impression to the people of Chelan.
38:58
I actually brought you a list of a lot of purveyors
39:00
that we work with.
39:01
Cool.
39:02
Oh, you want to check in?
39:04
How are you guys?
39:07
The hotel is booked up.
39:08
This is just gorgeous.
39:10
And the guests will sleep well tonight in the brand new bedding we've added
39:13
to all the rooms.
39:15
All right.
39:16
I'm going to try the grilled salmon.
39:18
There's a real buzz about the new menu.
39:20
You got it.
39:20
And the kitchen is easily executing the dishes.
39:22
A quiche.
39:24
A chicken sandwich.
39:25
And I got the salmon.
39:26
Okay.
39:28
What we're trying to do is just focus on the local wineries.
39:31
With the help of sommelier Dayna Foss,
39:33
the customers are pleased with the local selection of wines they're offering at BC
39:37
McDonald's.
39:38
You like that?
39:38
It's really good.
39:42
Yeah?
39:42
I'm always making a mess.
39:43
That's the idea.
39:44
I'm the official scooper.
39:46
The ice cream shop is a hit,
39:48
and Brent is eating happy giving away samples.
39:51
If you drop it on the floor, you own it.
39:55
Brent, with everything a success,
39:57
I'm hoping Brent makes one important rule change with this hotel.
40:00
Have you thought about what I mentioned about the children regarding children in the
40:04
hotel,
40:04
or are you still sticking with no children?
40:06
You know what?
40:06
I'm going to stick to the adults only.
40:08
Adults only?
40:12
Why?
40:12
Well, look at this.
40:13
You take two or three or four children up there,
40:15
and I'm going to tell you, they wipe out the whole damn place.
40:19
What, the noise?
40:20
Noise, crying, whatever.
40:22
Uh gum uh pop and God forbid I had samples of ice cream.
40:28
They will chew >> You have a young daughter.
40:30
I know.
40:31
I'm talking 3, 4, 8-year-old.
40:33
Have you asked yourself the consequence of missing out on turnover revenue?
40:36
We may miss a few,
40:38
but I think we miss a few on the other end
40:40
if there were two
40:40
or three kids running down the hall.
40:42
But not every every kid is is is that noisy.
40:46
I mean, just trying to be open with maybe a couple booths.
40:49
I will give it thought.
40:51
That's a tough one.
40:55
I'm disappointed Brent went all tourist rules about allowing kids at the hotel.
40:59
But hopefully, after seeing the success of the relaunch, he'll change his mind.
41:04
Keep up the good work, yes?
41:05
Try.
41:06
Do not let him go back.
41:07
>> Absolutely not.
41:08
>> Okay.
41:08
Well done.
41:09
Thank you.
41:11
Are you leaving?
41:12
Yes, I am.
41:13
Everybody now in this town is rallying around for your success.
41:17
Yes.
41:18
So, embrace it.
41:19
>> >> Watching you stand behind
41:21
that counter just giving samples out
41:22
and seeing the light on the kids' face is extraordinary.
41:25
That's awesome.
41:25
>> Please don't go back.
41:27
Stay strong.
41:27
We will.
41:28
There's an amazing guy underneath all those layers.
41:31
There is?
41:31
Yes, there is.
41:32
I'm just There is.
41:33
Thank you.
41:34
There is.
41:34
You can do this, okay?
41:35
I can do it.
41:36
Yeah.
41:37
Take care.
41:37
Thank you so much.
41:38
All right.
41:38
Look after yourself.
41:39
Thank you so much.
41:40
And he's going to think about getting some kids in here.
41:42
Okay.
41:42
Okay.
41:43
Yeah.
41:43
We're We're working on it.
41:44
I'm seeing >> this.
41:46
Yes.
41:46
Mr.
41:46
Stubborn.
41:48
>> Okay.
41:48
Couple scoops of ice cream goes a long way.
41:49
Ooh, boy, it's really gone down, hasn't it?
41:51
Got any money in the till yet?
41:53
Okay, thank you.
41:54
Take care.
41:54
Good night.
41:55
Okay, bye-bye.
41:55
>> >> Despite my help with the outreach of the community,
42:08
Brent quickly reverted back to his old ways, >> >> distancing himself from the locals.
42:14
Much of the staff have left or been fired,
42:17
>> >> and the hotel's reputation within the town has only gotten worse.
42:23
I don't know.
42:24
I don't know where in the hell everybody's at.
43:01
One potato, two potato.
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