Louisa's only brother, ne'er do well Arthur, returns to London after a decade. Her mother pressures Louisa into offering him a job at the Bentinck, running the risk of alienating the rest of her staff.

Louisa takes a callow chauffeur in tow and tries to turn him into a 'proper gentleman,' when his kind, elderly and wealthy employer dies suddenly and leaves him the bulk of her estate.

Louisa visits Lord and Lady Haslemere in Yorkshire and finds a bleak and desperately unhappy household.

Louisa urges Charlie to get on with his life and a smooth and very suave actor beds Violet, who promptly gets the sack.

With the outbreak of the Great War, the staff are galvanized to help in the effort and keep the hotel running as usual. Louisa takes in a Belgian refugee, a master pastry chef. Charlie enlists and leaves a worried Louisa as he departs for France .

Louisa is concerned when a government official informs her that the Bentinck has become a spies nest and implicates a member of her staff.

When the hotel sustains damage after it's grazed by a bomb, Ethel takes a shine to a conscientious objector, assigned to ferret out a potential UXB. Though nobody was injured, Starr, sadly, loses his beloved pooch in the rubble.

Louisa brings a bit of England to France when the Major enlists her to fashion a tea and sandwich shop, military style and Charlie (Lord Haslemere) and an ecstatic Luisa agree to marry once the 'guns are silent.'

Charlie returns to London and the Bentinck when he's been wounded and puts on a cheerful and brave face, but his situation is far more serious, as Louisa and the Major suspected.

With the war at an end, Louisa is at the precipice of an emotional collapse and financial ruin.

Ghosts of Visits to Yorkshire Past interfere with key decisions Louisa must make in the present, chiefly, deciding what will be best for her daughter, Lottie and her future.

While a few of the staff know of Lottie's origins, others have set their tongues wagging about just why this young girls seems to be staying at the Bentinck. Louisa wont put up with it and sets out to end the gossip. Mary meanwhile takes an interest in her and invites her to tea with her friend Brian, the violin player. He immediately takes an interest in Lottie and grates at the constant stream of orders from Mary.

Lottie returns to the Bentinck from finishing school in Switzerland for a bit of a holiday and has her art teacher, Miss Olive Bradford, in tow. Lottie has become quite the young lady, having learned the rules of high society and losing her Yorkshire accent. The Major takes quite an interest in Miss Bradford but Louisa warns him that she is an old maid who may be out to get her hooks into him. Lottie also finds a beau, hotel guest Howard Blenkiron who takes an interest in her from their first meeting.

Louisa and Lottie are at loggerheads -- Louisa wants her daughter to be a proper lady, as befits the daughter of a Viscount. Lottie is confident that she has the talent and the looks to become a major musical star of the London stage.

Change is in the air at the hotel and in the lives of its many residents. An American writer, Sophie Applegate, would like to pen a book about Louisa's life, successes and failures. Louise isn't all that keen on the venture but eventually rises to the occasion and opens up about her past.