{"id":675391,"date":"2026-09-06T13:51:29","date_gmt":"2026-09-06T13:51:29","guid":{"rendered":"https:\/\/www.europesays.com\/ie\/675391\/"},"modified":"2026-09-06T13:51:29","modified_gmt":"2026-09-06T13:51:29","slug":"francis-and-john-brennan-airbnb-is-hugely-successful-but-its-cold-impersonal-hospitality-the-irish-times","status":"publish","type":"post","link":"https:\/\/www.europesays.com\/ie\/675391\/","title":{"rendered":"Francis and John Brennan: \u2018Airbnb is hugely successful, but it\u2019s cold, impersonal hospitality\u2019 \u2013 The Irish Times"},"content":{"rendered":"

Arriving at Hill House Cashel, Co Tipperary, I find Francis Brennan<\/a> in one of the upstairs bedrooms, feeling the cushions on the bed. He knows instinctively if they\u2019re filled with microfibre, duck feathers or polyester. Fortunately they pass muster. He runs his hand along the headboard (checking for dust), remarks on the tiling in the bathroom, looks up and gives his approval on the ceiling rose and cornicing. <\/p>\n

He\u2019s here for a final inspection before the boutique-style B&B opens. Accompanying him is a crew from Waddell Media \u2013 director Mike Bluett, cameraman Ken O\u2019Mahony and sound recordist Mark McMaster. Also present is Maggi Gibson, the series producer. She directed Francis\u2019s casting tape for At Your Service and instantly knew he was TV gold. \u201cWho else could talk about a plate of rashers and make it sound funny and interesting?\u201d she says. <\/p>\n

While O\u2019Mahony works on wide shots and cutaway details, Francis, fluent in film lingo, tells me about the strawberry filter, code for faking a retake shoot, GVs (general views) and rushes (raw, unedited footage). He\u2019s having a cup of tea before cutting the ribbon at the lively opening party attended by 200 guests from the local community, including Adriaan Bartels, general manager of Cashel Palace Hotel. A local band, food trucks, and some animals from Marlhill Open Farm add to the fun. Francis is in his element marshalling the crowd; he could make a fortune charging for selfies and seems unfazed by the general excitement he elicits. <\/p>\n

The sense of jubilation belies the challenges faced by owners Ray and Veronica Vere Hunt, theirs one of the many stories of resilience and perseverance to have captivated audiences over the past 14 years of At Your Service. Consistently in the top 10 most-watched programmes on RT\u00c9, with audiences of up to 600,000, the programme is ideal Sunday night viewing, combining equal amounts of wit and wisdom.<\/p>\n

The mastermind of the series is its executive producer, Janine Waddell, managing director of Waddell Media. Tapping into the global appetite for hotel documentaries, from Banjo and Ro\u2019s Grand Island Hotel to The Hotel Inspector with Alex Polizzi, the premise is much more than a simple makeover show. It\u2019s also a sibling double act. Francis\u2019s obsession with details and John\u2019s focus on finance highlights that success is rarely about one idea, rather a series of decisions with the customer at its centre. They are constantly inspiring participants to up their game and bring in new business. Advice proffered can involve staffing, catering, menus, bedrooms, decoration, pricing and the use of a property\u2019s less obvious assets. Saving \u2013 rather than spending \u2013 money is a key message. <\/p>\n

[\u00a0Francis Brennan: \u2018I\u2019ll die in Kerry \u2013 I\u2019m not leaving Kerry\u2019Opens in new window<\/a>\u00a0]<\/p>\n

The programme\u2019s most compelling moments are often when the Brennans have to persuade owners to abandon their initial ideas. While the process can be uncomfortable, tension is diffused with humour, their advice gratefully received. The Brennans\u2019 unrivalled experience owning the grande dame Park Hotel Kenmare<\/a> and pristine Dromquinna Manor<\/a> is complemented with an extensive little black book of contacts, which they generously share with participants. <\/p>\n

Meeting later in The Wilder Dublin, John is adamant: \u201cWe don\u2019t make television. By the second show we had already decided that everything we do would be real. It wouldn\u2019t be set up. We never suggest something that we wouldn\u2019t do if it was our own property. The television programme is the result of the visit \u2013 we don\u2019t do something deliberately controversial.\u201d<\/p>\n

It\u2019s easy to see why the Vere Hunts made the shortlist. The couple bought an 18th-century house, once visited by Daniel O\u2019Connell on one of his many rallies, and are diversifying from dairy farming into hospitality, with limited experience. A fire, waiting for insurers to pay out, delays caused by Storm \u00c9owyn<\/a>, not to mention finessing details, all tested the couple\u2019s resolve. It\u2019s now a charming five-bedroom B&B with a three-bedroom self-catering lodge adjacent to the property, perfect for multigenerational stays, and features in episode one of the new series this weekend. The Brennans had plenty of critiques \u2013 the painting was a bit too slapdash, the light fittings needed to be improved, and they advised the floorboards be sanded and restained, saving a fortune on carpets. <\/p>\n

\u201cJohn and Francis came in with a vision so much bigger than anything we had imagined ourselves,\u201d Veronica says. \u201cThey saw the character and history of the house and helped us realise what Hill House could truly become. I had always dreamed of creating a boutique-style B&B but I genuinely believe that with their guidance we were able to take it to another level. We definitely had a few differences of opinions, particularly when it came to the bathrooms and the style of tiles. I was determined to have feature walls in all the bathrooms. John wasn\u2019t convinced, and to make a long story short, he was right. We did have plenty of laughs along the way too.\u201d One highlight was having John show some of their Hereford bulls at the Dualla Show. <\/p>\n

\"JohnJohn Brennan showing Hereford bulls at the Dualla Show in the new season of At Your Service. Photograph: RT\u00c9 <\/p>\n

Comedic juxtapositions such as these evolve naturally. \u201cWe were always of the belief, if it happens, it happens, but if it doesn\u2019t, it doesn\u2019t,\u201d Francis says. \u201cLike, if I open a drawer and a mouse jumps out that would be great television, but it really happened!\u201d <\/p>\n

Over the years the duo have climbed into tanks at the Irish Military Museum, trekked into the sunset with K2 Alpacas in Wicklow, dealt with the reputedly haunted Loftus Hall and clashed with Iveta Melgaile, the indomitable co-owner of Pond Beach Resort in landlocked Co Laois. That last one was one of the most talked about episodes in series 13, winning a Royal Television Society Factual Entertainment Award in 2025.<\/p>\n

If the original remit of At Your Service concentrated on traditional B&Bs, guest houses and small hotels, later series have included visitor attractions, campsites, golf clubs and eco villages. Tinahely Farm Shop in Co Wicklow and Sandy Feet Farm in Co Kerry were notable family favourites and triumphs. <\/p>\n

The format has also changed. John uses a music analogy: \u201cIt\u2019s like a band \u2013 when a band starts they produce albums no problem, then it becomes more difficult for different reasons. We did eight shows a year initially. For the past two years, we\u2019ve done four shows, which are now an hour long, rather than the initial half hour. That format allows for more detail and also reflects realistic challenges from gaining planning permission to financial issues and builders\u2019 availability.\u201d<\/p>\n

The broader approach mirrors significant changes in Irish tourism<\/a>. \u201cWhen we think back on the start of the series in 2008 to today, the quality is chalk and cheese. The standard of product has increased dramatically \u2013 not because of us, I hasten to add. The market has changed and with it the business. The domestic and the corporate markets are much stronger than they were back in the 1980s and 1990s. Overall it has turned from flagship brands like the Four Seasons and Ritz Carlton to an emphasis on individual private properties that offer something different.\u201d<\/p>\n

\"JohnJohn and Francis Brennan. Photograph: RT\u00c9 <\/p>\n

He reminisces about \u201chopscotch\u201d tourism, the late Myrtle Allen and the beginnings of Ireland\u2019s Blue Book and of connecting guests, helping them plot itineraries by picking up the phone to other hoteliers. \u201cThat connection has gone now, as have many of the hotels.\u201d Portfinn Lodge and Hayden\u2019s Hotel, both in Galway, are two properties featured in early series of At Your Service that have since closed. <\/p>\n

Francis also sees the bigger picture and has often lamented the decline in genuine empathy and friendliness within the hospitality industry. \u201cIt\u2019s something we should be very careful of, because that was the thing we sold Ireland on \u2013 the 100,000 welcomes. From a hospitality point of view, it\u2019s now a very generic product \u2013 often accountants have the final say. Airbnb is hugely successful, but it\u2019s cold, impersonal hospitality to match market expectation and demand. The under-35s want to arrive and check in at a destination as quickly as possible without talking to receptionists.\u201d Anathema to the Brennans. <\/p>\n

\u201cFor me, there\u2019s nothing worse than seeing the top of a receptionist\u2019s head when I check in,\u201d says Francis, who was impressed with the consistent staff engagement on a recent visit to Culloden Estate & Spa in Co Antrim. <\/p>\n

John recalls a stay at Unplugged, off-grid cabins in Devon near Exmoor National Park, a present from Francis when they sold the Park. \u201cThe cabin was gorgeous and everything was fine, but it was hospitality-less. We stayed three days and saw no one. I would love to have had a chat with the farmer on whose land we stayed to hear how he was doing.\u201d<\/p>\n

Attentive, charismatic service was part of the alchemy they created at Park Hotel Kenmare. After 40 years at the helm, they sold the property in 2023. John pops in regularly, most recently to see its new Landscape spa and suites<\/a>, and is delighted that the hotel is a family-owned business. \u201cBryan and Tara Meehan have not only invested significantly in cosmetic changes such as the art collection, but also behind the scenes in the plumbing, air conditioning, wiring, piping \u2013 things that you don\u2019t see but eat money.\u201d <\/p>\n

Francis is forthright: \u201cThe Park is the Park; it\u2019s moving along. Friends of ours stayed last week and loved it. For us, it\u2019s changed, changed utterly. However, if you were never there before and you visited now, you wouldn\u2019t know the difference and would be delighted. I don\u2019t obsess over the Park. All I wish is that the Meehans do as well as they possibly can.\u201d <\/p>\n

[\u00a0Selling the Park Hotel Kenmare: \u2018It was always for sale, if somebody wrote a cheque\u2019Opens in new window<\/a>\u00a0]<\/p>\n

There\u2019s no sense of regret, let alone void. At Your Service is just the start of a busy autumn for the siblings whose diaries are filled with multiple projects. Francis is celebrating 10 years of his collaboration with Dunnes Stores, a runaway success story in itself, with a series of in-store events in Dublin, Cork and Galway stores in October (look out for the pretty cut-glass table decorations as part of the forthcoming Christmas collection). Then there\u2019s an appearance at the PTSB Ideal Home Show (October 16th-18th at the RDS), a series of Age Friendly Ireland events, and his ongoing support of the St Vincent de Paul Christmas appeal. Heaven forbid you mention slowing down, much less retirement. <\/p>\n

Meanwhile, gutters, downpipes and windowsills have been on John\u2019s mind as he discusses a sympathetic renovation of the Gate Lodge at Dromquinna Manor with acclaimed architect Des Ewing. This will further augment the Manor\u2019s choice and calibre of accommodation, which includes posh safari-style tents, potting sheds and lodges. He\u2019s delighted the new glasshouse has given the estate an additional dimension, attracting gardening groups who have enjoyed tours, talks and botanical-themed menus in the Boathouse Bistro. \u201cOur head gardener Holly [McQuillan] has done a fantastic job, and the new planting has matured already. It\u2019s not complete, by any means, but it\u2019s progressing. We want the estate to resemble how it would have been in the early 1900s.\u201d <\/p>\n

Looking ahead, 2027 is busy with Irish and international wedding bookings. \u201cThanks be to God, people are still getting married,\u201d he says, laughing. Bookings were helped no doubt by the wedding of Derry Girls actor Saoirse-Monica Jackson<\/a> to Scottish DJ Hector Barbour, as featured in Vogue. \u201cWe didn\u2019t expect the wedding to be such a viral moment, least of all the bride and groom. They partied for three days and there wasn\u2019t one broken glass,\u201d notes John.<\/p>\n

[\u00a0Derry Girls\u2019 Saoirse-Monica Jackson: \u2018Dyslexia shaped me. I\u2019m always thinking two steps ahead\u2019Opens in new window<\/a>\u00a0]<\/p>\n

The Brennans take frequent holidays to recharge. \u201cBusiness runs on adrenaline but it eats you up,\u201d John says. Francis is heading to Spain, while John will be cruising around Montenegro and Croatia in his new Nordhavn boat, Julia II. \u201cIt\u2019s a totally different mindset to your Sunseekers and Princesses. It\u2019s a proper, no-nonsense tractor of a boat.\u201d <\/p>\n

Like viewers, they\u2019ll be tuning in to At Your Service this weekend, for the 100th episode. Aside from Hill House, other premises featured include a boutique hostel, Walsh\u2019s, in Cappoquin in Co Waterford, the elegant Shanbally House & Gardens in Nenagh, Co Tipperary and Cornamucklagh House in Omeath, Co Louth. <\/p>\n

\u201cWe often forget what we have done in places, then you see the final programme and understand why the producer has kept certain things in,\u201d John says. \u201cThere\u2019s an enormous amount of footage.\u201d <\/p>\n

When we meet they\u2019ve just completed the final voiceovers. \u201cThere\u2019s no script. We get headings to keep us in the right direction but you can\u2019t put words in our mouths. It doesn\u2019t sound natural. And the first take is always the best one.\u201d<\/p>\n

At Your Service returns to RT\u00c9 One on Sunday at 6.30pm.<\/p>\n

Book a staycation inspired by At Your Service\"BurtownBurtown House For bucolic blissBurtown House & Gardens, Co Kildare<\/p>\n

Day-trip heaven as featured in series nine. Owner James Fennell met the Brennans when he was transitioning from a small cottage industry, and a gallery cafe, to a thriving business enterprise. They took him to see Cotswolds institutions such as The Wild Rabbit, The Pig and Petersham Nurseries, which served as blueprints for expansion at Burtown House. The Green Barn restaurant overlooking the walled kitchen garden is an ideal spot for a long leisurely lunch. This month The Stream Barn opens for private parties, launches and corporate events. There are plans to add a pantry and shop selling the enviable interiors aesthetic guests enjoy in the Stable Yard accommodation. A new wellness spa with sauna, yoga space and treatments is on the horizon. burtownhouse.ie<\/a><\/p>\n

\"Award-winningAward-winning boutique B&B, Barnahown, in Mitchelstown, Co Cork For hiking and bikingBarnahown, Co Cork <\/p>\n

Businesswoman Ciara O\u2019Brien impressed the Brennans with her luxurious low-impact guesthouse \u2013 a restored 1800s farmhouse \u2013 in series 13. If you\u2019re into lowland walks, upland hikes or adrenaline-filled downhill mountain biking, Barnahown couldn\u2019t be better situated in the Golden Vale surrounded by the Galtee, Knockmealdown and Ballyhoura mountains. Interesting local businesses to visit include Galtee Honey Farm, Praline Chocolate & Pastry School and Eight Degrees craft brewery. This year O\u2019Brien opened additional courtyard rooms, which are wheelchair accessible and dog-friendly. Such is her enthusiasm for hospitality she now leads Run Your Own B&B courses. Her tip: don\u2019t leave without dining in O\u2019Mahony\u2019s in Watergrasshill. barnahown.com<\/a><\/p>\n

\"TheThe Strand Inn, Dunmore East, Co Waterford. Photograph: Noel Browne For arty breaksThe Strand Inn, Dunmore East, Co Waterford<\/p>\n

This coastal charmer won fans in series four for its poignancy. After the death of her husband, Edwina Foyle and her children, Clifden and Louise Foyle, needed help to sustain the fourth-generation business. \u201cHaving experts like John and Francis come in with a fresh pair of eyes was invaluable. We started putting more emphasis on our bedrooms and gradually moved away from thinking of ourselves as a pub with a restaurant towards becoming a small boutique property. They encouraged us to look at weddings, which has brought a new dimension to our business.\u201d Since then they opened Artform, an art school. Bernadette Kiely and Amelia Caulfield lead a watercolour and acrylics course from September 12th-13th for all levels, while John Short will lead a watercolour course for intermediate and advanced painters from November 13th-15th. It\u2019s also a great spot for year-round sea swimming. \u201cMornings have a lovely buzz with people coming in after a swim for breakfast or a coffee,\u201d says Clifden. thestrandinn.com<\/a><\/p>\n

\"TheThe James Hotel, Tralee, Co Kerry. Photograph: Barry Murphy For an upbeat weekendThe James Hotel, Tralee, Co Kerry<\/p>\n

This newbuild townhouse hotel is managed by brothers Anthony and Paul O\u2019Carroll. Featured in series 13, their story straddled the pandemic. After a five-year construction period, they opened the strikingly modern hotel in 2024. Design details include a custom quartz staircase, abstract wall features and custom-made bed frames. The hotel is especially popular for its live music and entertainment. Anthony says, \u201cBusiness has been very good since the series aired and we have a number of repeat guests. We have opened Cellar 45 restaurant, which provides a more intimate setting for dinner and is very popular at weekends.\u201d thejames.ie<\/a><\/p>\n

\"TheThe Jewel Lodge & Spa, Glengarriff, Co Cork For a resetThe Jewel Lodge & Spa, Glengarriff, Co Cork<\/p>\n

This adults-only retreat owned by sisters Aiveen Casey and Keelin Fitzgerald featured in series 13. It comprises three Scandi-style apartments that can be booked individually or together for larger gatherings. Aiveen says, \u201cJohn and Francis had a very clear vision for what the business should become: luxurious yet understated accommodation, paired with a relaxing outdoor spa where the river is the focal point. They were absolutely right. Guests often comment on the quality of the apartments, but what really surprises them is the sense of peace they experience.\u201d Its Riverside Spa has a natural river plunge pool in addition to hot tub and sauna pods. thejewel.ie<\/a> <\/p>\n

\"CABÜCAB\u00dc by the Lakes, Co Cavan For families and forest bathersCAB\u00dc by the Lakes, Co Cavan<\/p>\n

One essential element of At Your Service is matching participants with existing properties to inspire them and show best practice. CAB\u00dc by the Lakes features in series 14. Its one- to three-bedroom, self-catering woodland cabins excel at open-plan living, with floor-to-ceiling windows and private terraces. The new, light-filled Barnhouse with its own hot tub is the standout property, sleeping six. Days here are spent exploring the forest trails and lake \u2013 boats, kayaks and paddleboards can be hired from the boathouse. The communal chill-out area, The Sitooterie, has a central wood burner and griddle tables for toasting marshmallows, while the Cabin Club Bar is a stylish spot for drinks and snacks. Adults can unwind further in the Nature Spa with Japanese baths. A complimentary hot tub and sauna session is offered with each booking. holidays.cabu.co.uk<\/a><\/p>\n

\"PerryvillePerryville House, a longstanding member of Ireland\u2019s Blue Book For a gourmet getawayPerryville House, Kinsale<\/p>\n

John and Francis took Veronica and Ray Vere Hunt to the elegant Perryville House, a longstanding member of Ireland\u2019s Blue Book. Rooms overlook the harbour and are decorated with a deft mix of antique furniture and Colefax & Fowler fabrics. Breakfast is a highlight, while coffee, afternoon tea and predinner drinks are served in its garden or drawingrooms. There\u2019s no shortage of restaurants to book for dinner, from the Michelin-starred Bastion to Indian-inspired Rare. Small plates are a forte at The Black Pig and St Francis Provisions. End the evening at Prim\u2019s Bookshop \u2013 this second-hand bookshop turns into a wine bar at night. Don\u2019t leave without visiting destination shop Granny\u2019s Bottom Drawer, photographer Giles Norman\u2019s gallery and La Bougie workshop at Barrack Hill. perryvillehouse.com<\/a><\/p>\n

For history buffsRosnaree, Co Meath<\/p>\n

Owned by Aisling Law, this rather eccentric, five-bedroom Italianate villa overlooking Newgrange and Knowth was featured in series 5. Peacocks wander the grounds, a friendly dog greets guests on arrival and its extraordinary history is something you feel the moment you step inside. Rossnaree is where the legend of the Salmon of Knowledge is set. King Cormac, the first Christian king of Ireland, resided here, and the Battle of the Boyne concluded at Rossnaree. Law\u2019s mother was the sculptor Imogen Stuart and her great-grandmother was Maud Gonne. The focus is on weeklong stays or long weekends, when activities such as fishing, qi gong classes, art and ceramic lessons can be arranged. A further highlight: the feasts served by Aisling\u2019s daughter, Iseult, in the diningroom. rossnaree.ie<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"Arriving at Hill House Cashel, Co Tipperary, I find Francis Brennan in one of the upstairs bedrooms, feeling…\n","protected":false},"author":2,"featured_media":675392,"comment_status":"","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"footnotes":"","_share_on_mastodon":"0"},"categories":[75],"tags":[143035,18,117,181112,19,17,285300,361,50407,1181,2956,960,5986],"class_list":["post-675391","post","type-post","status-publish","format-standard","has-post-thumbnail","category-entertainment","tag-cashel","tag-eire","tag-entertainment","tag-francis-brennan","tag-ie","tag-ireland","tag-john-brennan","tag-magazine","tag-park-hotel-kenmare","tag-rte","tag-saoirse-monica-jackson","tag-storm-eowyn","tag-tourism"],"share_on_mastodon":{"url":"https:\/\/pubeurope.com\/@ie\/117224426055607293","error":""},"_links":{"self":[{"href":"https:\/\/www.europesays.com\/ie\/wp-json\/wp\/v2\/posts\/675391","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.europesays.com\/ie\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.europesays.com\/ie\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/ie\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/ie\/wp-json\/wp\/v2\/comments?post=675391"}],"version-history":[{"count":0,"href":"https:\/\/www.europesays.com\/ie\/wp-json\/wp\/v2\/posts\/675391\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/ie\/wp-json\/wp\/v2\/media\/675392"}],"wp:attachment":[{"href":"https:\/\/www.europesays.com\/ie\/wp-json\/wp\/v2\/media?parent=675391"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.europesays.com\/ie\/wp-json\/wp\/v2\/categories?post=675391"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.europesays.com\/ie\/wp-json\/wp\/v2\/tags?post=675391"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}