Ep 27. Western Riviera

In the first season of Hotel Impossible, the 27th episode focuses on the Western Riviera, a hotel located in Grand Lake, Colorado. The hotel was opened in 1958 and has been owned by three generations of the same family. However, the current owner, Peggy, is struggling to keep the business afloat. The hotel has a total of sixteen rooms, and Peggy rents out her own home during the peak season.

When hotel expert Anthony Melchiorri arrives, he is immediately taken aback by the hotel's worn-out appearance. The carpets are faded, the linoleum tiles are peeling off the floor, and the furniture is outdated. Anthony takes a tour of the hotel and discovers that not only are the rooms in dire need of an upgrade, but the hotel's amenities are also lacking. The hotel does not have a pool, which is a major drawback for potential guests, and the outdoor deck is in disrepair.

In addition to the cosmetic issues, Anthony senses that Peggy's management style is holding the hotel back. Peggy is not willing to listen to feedback and suggestions from her staff, and her communication skills with guests are lacking. Anthony points out that Peggy is often seen talking on her phone instead of attending to guests, which is a significant issue for the hotel's reputation.

For the first part of the renovation, Anthony focuses on the hotel's lobby and the rooms. He enlists the help of local carpenters to create custom furniture for the lobby and installs new lighting fixtures to give the space a modern look. In the rooms, Anthony chooses a rustic theme that complements the hotel's location in the Rocky Mountains. He replaces the carpets with hardwood floors, updates the bedding and curtains, and adds a decorative wall panel to each room.

The next part of the renovation involves upgrading the hotel's outdoor space. Anthony recognizes that the lack of a pool is a significant drawback for the hotel, so he decides to build a small pool for guests to use. He also replaces the old deck furniture with new, durable pieces that are more comfortable for guests.

Finally, Anthony addresses Peggy's communication issues with the staff and guests. He arranges for a professional communication coach to work with Peggy, showing her how to listen to feedback from her staff and how to communicate effectively with guests.

Throughout the episode, Anthony emphasizes the importance of retaining the hotel's family-owned character. He acknowledges the hard work that Peggy has put into the hotel and encourages her to embrace the hotel's history and success.

In the end, the renovated Western Riviera is unrecognizable from the run-down hotel that Anthony first encountered. The rustic theme gives the hotel a sophisticated look, and the addition of the pool and updated outdoor space make the hotel a more attractive option for guests. The new communication skills Peggy learned improve the hotel's guest experience, making it a memorable stay for all visitors.