Inn Keeping with Mr Fawlty - The Confessions of an Hotelier

I appreciate the humor of John Cleese, and I don't advocate disrepectful behavior on the part of hotel guests, but I find it disturbing that the host of a hotel would find it appropriate under any circumstance to be rude to a guest, especially in the case of a complaint--the complaint may well be valid. An hotelier who cannot handle complaints is in the wrong business. He may find polite ways to get his point across, but it is never appropriate to be short with a guest who has a complaint!

Dear AmyKay..I think you miss the point. 99+% of guests are wonderful and happy people - Otherwise we wouldn't have won Small Hotel of the Year in 2005 and been finalists in 2006...it is the tiny percentage of guests that come away with a hidden agenda or misbehave badly, a genuine compliant is treated properly...but once someone clicks their fingers or is rude to staff then I step in and allow them to apologise or leave.
My book Inn Keeping with Mr Fawlty is a balanced and funny take the trade

Love the book - ordered it as soon as I knew it was available. Glad to see that "Basil" got plenty of publicity, after all the goings-on in the book, sounds like he and his partners deserve a "televisual feast" of congratulatory manner. I've enjoyed the Hotel and its' excellent staff, ambience and attention to detail on several occasions, so speak as "one who knows". Great book, fantastic hotel and a group of people anybody would be happy to know. Well done Andy, looking forward to Volume 2 !!!