Would you be surprised to find only continental breakfast available at Holiday Inn Express hotels when the brand advertises hot breakfast items such as pancakes, scrambled eggs and bacon on its website? ?
A reader sent us a copy of an advert left in his room at a Holiday Inn Express hotel in the UK.
You can access IHG here.
READ MORE: IHG One Rewards Rates and Bonus Points Offers
The full note:
No alternating current:
The top part of the ad dealt with the fact that this hotel apparently had no air conditioning.
Only continental breakfast:
The bottom part was about the new and exciting trial, no doubt for hoteliers who want to cut costs, of switching to continental breakfast only at this specific hotel.
Here is the main text:
We are delighted to announce that we are now part of a new free continental breakfast trial for all guests. The offering is slightly different than other Holiday Inn Expresses or what you’ve seen us do here before.
As we are on a new trial, we would appreciate any customer feedback.
We were in touch with IHG, who declined to comment on this and whether they plan to roll out this “improvement” to all Holiday Inn Express hotels worldwide.
Hot breakfast is vital for many guests, and IHG has heavily promoted it as part of the Holiday Inn Express experience. It would be a drastic decision to switch to a motel style breakfast with stale cold items instead of a full hot breakfast.
UPDATE: What makes this lawsuit more fascinating is that the company was heavily promoting Holiday Inn Express to the press in June:
The return of travel meant the return of one of hospitality’s most beloved offerings – hotel breakfast. Today, as the summer travel season kicks off, Holiday Inn Express, part of IHG Hotels & Resorts, reminds travelers from the United States and Canada that when it comes to a small – hot, fresh, free breakfast, no one does it better.
The world’s largest hotel brand is highlighting its Express Start breakfast until July 15 with a new marketing campaigncreated by ad agency Dagger, and released on streaming platforms like Amazon and Roku, social media channels like Instagram and Tik Tok, and in theaters ahead of summer blockbusters.
IHG Hotels & Resorts has worked hard and quickly to bring breakfast back safely. The company also took into account what consumers wanted with the return of breakfast and conducted tests in select hotels between November 2020 and March 2021. Customers were not only eager to resume a breakfast buffet, but were expressed a desire for more variety. So, in addition to classic favorites like pancakes, cinnamon rolls, eggs, bacon and cereal, healthier options like Chobani yogurt and oatmeal with toppings have been added to menus.
Stephanie Atiase, vice president, IHG Hotels & Resorts and global brand manager for Holiday Inn Express, said“The breakfast break was just that – a break. Not only are we offering breakfast favorites to our guests, but we are doing so with added security measures and more menu options. It plays a vital role in the Holiday Inn Express experience, and we’re proud that our Express Start breakfast consistently receives such high guest satisfaction scores. we’ve invested in a media campaign in the US and Canada that we share across multiple channels, celebrating the great breakfast combinations our customers love.
Since its launch more than 30 years ago, the promise of a free, hot, fresh breakfast has been a part of every Holiday Inn Express around the world. And as the brand grew, so did the menus, varying from region to region and including flavors from the surrounding community (such as chilaquiles served at properties in Mexico and dumplings served in China) . In hotels across the United States, the brand’s one-touch pancake maker is hugely popular (especially with kids!) and is available at more than 2,300 locations.
There are more than 3,000 Holiday Inn Express hotels worldwide and nearly 650 properties scheduled to open in the coming years. Holiday Inn Express is in some of the busiest locations in the world and with its Express Start breakfast, it gives busy guests a satisfying start to the day.
Many choose some of these select service hotels because they offer a free hot breakfast to all guests.
The free hot breakfast is the cornerstone of the Holiday Inn Express brand. It would be very drastic to stop this and move fully cold prepackaged items.
I hope guests who come across this trial and others like it will let management know how unhappy they are and book elsewhere on future visits to the area.