Rant: Breakfast Fail & Unresponsive Management

During the last several days, I stayed at a hotel at Marlborough, and a buffet breakfast each morning was included. It was a typical buffet with scrambled eggs, bacon or sausage, home fries, French toast sticks, fruit, cereal, oatmeal, etc. On two of those mornings, I was there when the buffet opened, watching as they put the first trays of scrambled eggs onto the table. 

On both of those mornings, the scrambled eggs were far less than hot, and certainly not what I expected from the first tray of eggs to be placed onto the buffet when it just opened. The French toast sticks also weren't really hot either. I was disappointed, but I didn't say anything to the management at the time.

Then, while waiting for an elevator, I was greeted by the general manager who asked about my experiences at the hotel. I was honest, and told him about my negative issue with the scrambled eggs. First, he evidenced disbelief, stating that their buffet was one of the best in the area, well loved by many. He didn't actually offer an apology, and basically ignored my concerns. He ended the conversation by stating that I, and all the guests, would be sent a survey about their hotel experience and hoped I would give them 9 or 10 stars in all of the categories. 

This was a management fail! However, it wasn't unexpected. I've been to this hotel a number of times during the past years, and the breakfast buffet has never been as hot as it should have been. Plus, I've experienced other negative issues, including other problems with their restaurant and elevators. I've spoken to management about these matters, and they too have never been properly addressed. 

I attend a conference at this hotel each year, so generally have to stay there. It's not a place I would stay on my own or recommend to others. They have been engaged in significant renovations recently, but they need to "renovate" their management too. They need to address the concerns of their guests, and not basically ignore them.