Because I checked in late the night before, I dug out the hotel’s vinyl binder of information and read the times for breakfast, “Saturday and Sunday from 7 AM to 11 AM.”  Great, I thought as I planned my morning.  I could work out, shower, eat, finish packing, and head to the airport with time to spare. 

I got to the lobby about 9:45 and waited to be seated.  No luck.  I sat down and waited.  No luck.  I went up to the buffet and ordered eggs.  That worked.  Thinking that dinner was the next meal and quite some time away, I went back for a bit more and found half of the buffet dismantled.  When I asked about the 11 AM time, I was clearly told that 10 AM was when it was over.  I snagged a tiny Danish and refilled my own coffee.  When I checked my watch, it was 10:10 AM.

Truly thinking that I had remembered incorrectly, I went back to the room and finished preparations.  Then I checked the binder.  Turns out I can read.  So, suitcase, tote, and binder in hand, I went to reception to check out.

Now, the nice young Saturday morning staff person was plenty bright.  When I asked her to read what it said under breakfast, she did so quite pleasantly.  And then she said, “Oh, that might explain why so many of our customers are confused….!”

Here’s the stunning piece of my customer experience.  I was obviously not the first and appeared to be one of many who ‘thought’ the buffet was open until 11 AM on weekends.  Why had no one picked up on the repeated appearance of baffled customers, and probed a bit more?  Why did the statement, “You’re the first one to show us that” make me wonder why it was my responsibility as the customer to find their error? 

For all the money, time and sweat organizations spend on Voice of the Customer programs in order to improve customer experiences and operational performance, it is a shame the staff at this hotel was not honed to look for or act on the "free" perspective that comes from simply observing what customers do and say during their visits. 

I’m headed back this week. They promised it would be fixed. We’ll see.