Owners of struggling Dorset hotel featured on Hotel Inspector speak out

The Coach and Horses Inn, in South Perrott, near Beaminster, recently featured on Channel 5's Hotel Inspector, where hotelier and businesswoman Alex Polizzi tries to improve struggling venues and suggests how to revamp them.

In the series opener, Alex was quick to see why room bookings at the rural venue had veered off track and immediately found herself in an awkward situation.

The rooms were described by Alex as ‘boring and bland’ and said the owners had ‘no idea how to decorate’ – she added she ‘hated every bit of furniture in it’ including the lamps. The car park was also described as a ‘builders yard’ due to the scrap and materials left lying around.

The Coach and Horses Inn's rooms were completely changed thanks to the Hotel Inspector's help. Picture: Yvonne Harris

Locals claimed the owners’ appearance and lack of a friendly welcome turned people away from the Coach and Horses.

The situation with the lack of guests was so dire that co-owner Yvonne Harris confessed to spending most of her days watching Netflix shows at her reception desk.

Owned by James and Yvonne Harris, the hoteliers were in a desperate situation to turn things around, with James admitting that he had ‘invested everything’ into the hotel and feared for their future.

Speaking to the News, Yvonne Harris said they were invited to go onto Hotel Inspector, and it turned out to be a business changing decision.

Filming took place between April and October in 2019, with multiple visits from Alex Polizzi as well as a camera crew to monitor the refurbishment.

During the initial visit, a clearly stunned Alex Polizzi confronted the couple and told them they needed to ‘tidy the place up’.

Commenting on their appearance and demeanour, she said: “You are about as bad as owners as I have ever had to deal with. The problem here begins and ends with you two and I have never had to say that before."

Despite the experience, Yvonne said Alex Polizzi’s comments were ‘fair and a bit harsh’ but she and her husband knew what they were getting into.

Spurred on by Alex’s stern words, the episode saw its rooms overhauled with new bedding and décor, the pub received a new lick of paint, its menu was simplified and the beer garden and car park was tidied and repaired.

Yvonne and James Harris spoke about how they tightened their belts during the Covid-19 pandemic. Picture: Channel 5/Twofour

James and Yvonne even learned further skills and took advice from a nearby award winning pub, which showed them how to improve their own customer service.

Following further changes to the hotel, Alex Polizzi was left amazed by the transformation of the hotel and the owners.

She commented how the hotel suddenly became more welcoming and friendly and remarked ‘This looks like somewhere you can have a pint’.

After winning over the locals and wedding venue owners, it seemed like expert advice had caused the Coach and Horses Inn to turn its fortunes around over the course of an episode.

But 2020 saw the pandemic hit and wiped out various bookings as people were ordered to stay at home.

Yet the couple decided to power on and fight for survival. They tightened their belts, trimmed down costs and saved money in a range of ways.

Yvonne said the venue was closed to the public, but their rooms remained open for key workers.

As Covid-19 restrictions eased, they enjoyed a staycation boom and experienced a 100 per cent occupancy over two months.

The venue was completely transformed over several months and won over the host, villagers and businesses in the area. Pictures: Channel 5/Yvonne Harris

Yvonne has since taken on a second job and works as a carer in Beaminster, helping in the hotel after work.

Since the episode airing, the hotel has been inundated with emails and ‘positive feedback’.

Guests have commented how ‘it looks really lovely’ and the refurbishment has prompted more guests to stay.

Yvonne said: “The reactions have been fabulous, and we have received positive feedback from strangers and locals in Beaminster and Crewkerne.

“We even got a few nice emails and one fan letter. Looking back on that time (on the show), it was fun and we would do it again.

“We gained confidence and we know we can run the hotel by ourselves.”