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| - The only reason this hotel only gets one star is because of their breakfast buffet. Everything else about our stay was really nice. This review applies ONLY to the breakfast service.
They call it a buffet which it is NOT. The chef has to serve up everything that is hot. It is not a serve yourself buffet. The layout is confusing. The signage is misplaced and not helpful or accurate. The chef was grim and scary and not helpful - except to the pretty girls who ate after I did.
The cold fruit section had HOT plates and bowls, straight out of the dishwasher - too hot to pick up. Hot plates with cold food is a big no-no and pretty disgusting. I tried to get a different plate from the "buffet" section and the chef just stared at me when I asked for a plate. Luckily one of the servers gave me a plate from the line that was cold. Which brings up another point - cold plates for the hot food? Backwards and confusing.
So... How it works is you walk up to the hot counter and tell the chef what you would like (if he wants to pay attention to you) or if you are lucky one of the servers will be there to take your order. Yes, take your order. Wait... what happened to buffet? oh that's right it isn't. Oh wait, the advertising all says buffet. At this point I am confused and not really making any progress towards breakfast. I finally got it figured out because a server showed up and helped the guy behind me in line. I guess I looked too confused, which I was.
So... I ordered a ham and cheese omelette. That's it. Shouldn't be difficult - except for the facts that, 1. the chef was running around like an idiot looking busy but not accomplishing anything (can you say spinning wheels?), 2. his having to cook eggs to order and man the "buffet" line made it really hard to take adequate care of customers or cook decently, and 3. he just wasn't a very good cook and obviously not happy and in over his head. The comment I heard from another table was, "I can do better at home". About 10-15 minutes later my omelette showed up. It was a mess. The cheese inside was not melted. No cheese on top. The whole thing was falling apart. It was just NOT UP TO HILTON STANDARDS. See attached picture.
I told my server and she was really nice. She listened and then got the manager without my having to ask. The manager, Jennifer, was also really nice, She listened, apologized, and was genuinely interested in my experience, like a good manager should be. I know Hilton takes customer service seriously and she was a great example of the culture they try to maintain. She did explain that the Hilton Brand Standard requires that the staff dishes up the hot food. Understood. I don't agree but that is OK. I certainly do not fault her or the servers. However, the cook was not good and the buffet that isn't a buffet was very weird and confusing. I did see Jennifer talking to the "chef" immediately after she left me. I don'tknow if it did any good.
My suggestion to improve this experience for future guests (which I mentioned to Jennifer) would be to have a hostess that could explain and direct the customers on how things work to lessen the confusion. Also make sure that the cook is only responsible for cooking and dedicate a server to the hot line. It would be WAY smoother and faster and would have to be better quality. AND get a new chef. This guy was not good. (Sat 2/28)
One last thing, for as expensive as a night's stay is, breakfast should be included, not $10.99. Siwng and a miss, Hilton.
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