When is a free hotel breakfast not a free hotel breakfast? When chains advertise perks that they’ve pulled back on during the pandemic
Eighteen months into the pandemic, travelers say they keep encountering misleading and false promises on hotel websites. They complain of finding the elite-level lounges, free breakfast or happy-hour receptions with snacks unavailable—sometimes even when hotels claim they’ve been restored.
“Business class is for when the restaurant is open and you get a cooked breakfast, not for right now,” says a front-desk clerk at the Radisson Schaumburg, Ill., near Chicago. Hotel chains have almost universally posted notices on their websites that some amenities may not be available at some properties because of the pandemic. But drill down to offerings at specific hotels, and often nothing has been updated.
Mr. Sorensen found himself recently at a Staybridge Suites hotel near Minneapolis. The brand, a unit of IHG, is known for a hot breakfast buffet and an evening happy hour with hors d’oeuvres that can provide a light dinner for guests. The Social, as it’s called, is still touted on Staybridge’s website, and still listed as an amenity at the Staybridge Suites Minneapolis-Bloomington. Except it isn’t offered.
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