Intruder Alert

I was horrified on so many levels about what was going on at Cinema Suites. It was run-down, keys were left outside under mats, guests weren't taken care of, and there were no amenities.  Dianne and her staff had taken the breakfast out of bed and breakfast.

When I started talking to Dianne, it was it clear she was stuck in the past. She was still trying to live her former Hollywood journalist life of parties, socializing, and being waited on. Dianne did not have the experience, desire, or skill to run a B&B, and she didn't act very hospitable. I could also tell that she didn't take critique very well. Hmmm.

Staying at Cinema Suites really did feel awkward and uncomfortable, aside from it being run-down and dirty, it felt like you were intruding. All the guests I spoke to felt the same way. Rummaging through cupboards to find a cup or a glass, reading the outrageous guest rules, and tiptoeing around Dianne and her staff certainly didn't give you a home away from home experience.

Getting Dianne to see things clearly was tough. Her staff all knew and acknowledged the issues. Her daughter, Nicolle, was my strongest ally, yet I kept coming up against resistance. I hoped that by showing Dianne how a successful business was run, putting the staff to the test, and having an expert in the hospitality field show her the ropes would help, but I was wrong. Dianne needed a strong dose of her own medicine, and what could be better than roughing it like her guests?

I was amazed at the changes in Cinema Suites and even more amazed when I went back and found Dianne not only there but using a computer and enjoying it! She was a tough nut to crack, but sometimes a tough nut just needs a really strong nutcracker!

Thanks to all of you for tuning in every week! I hope you enjoyed this season as much as I did.