Holiday Inn downgrades key visitor offering | Official Website of Louis Velazquez, entrepreneur, finance guy and tech innovator

Frequent travelers usually have their routines. They fly with certain airlines to collect miles, and they are often loyal members of certain hotel chains, the ones that best serve their needs.

Holiday Inn, a global hotel chain founded in 1952, has more than 1,200 hotels worldwide, according to its parent company InterContinental Hotels Group’s (IHG) 2023 annual report. IHG prides itself on:

145 million global members
Portfolio of more than 5,500 hotels including Holiday Inn, Holiday Inn Express, InterContinental Hotels & Resorts, KimptonHotels & Restaurants, Crowne PlazaHotels & Resorts, and more. Source: IHG full year 2024 results

The hospitality industry is ever-changing, as it must adapt to consumer trends. Hotels often enhance their services, but sometimes changes are made for practical reasons and may be perceived as a downgrade.

Holiday Inn recently made a change that was not well-received by some loyal guests.

Holiday Inn hotels across the U.S. and Canada are set to remove à la carte breakfast by Dec. 1, 2025.

New Africa/Shutterstock&period;com

Holiday Inn hotels in the U.S. and Canada will eliminate à la carte breakfast by Dec. 1

Holiday Inn hotels across the U.S. and Canada are set to remove à la carte breakfast by Dec. 1, 2025, according to View from the Wing.

While buffet has both its advantages and disadvantages compared to à la carte, View from the Wing’s Gary Leff, a recognized expert in miles, points, and business travel, shares an extensive and detailed overview of Holiday Inn’s buffet standards, and some may not be appealing to guests.

Leff analyzed the chain’s internal buffet standards and highlighted some concerns, such as a small number of staff required at breakfast buffet. Only two people, one cook and one breakfast attendant, are required per shift, and if the number of guests exceeds 45, it is recommended, but not required, to add another front-of-house attendant.

The question of what “fresh” actually means is also highlighted by Leff, as pastries are allowed to be reused up to 24 hours at room temperature. Juice may also be reused from the previous day if stored according to standards.

“Almost everything is standardized and largely convenience product. Required use of branded ingredients — Pillsbury/Bridor all-butter frozen croissants, Quaker oatmeal, bulk cereals, Simply Orange — makes the experience consistent, but the “chef-driven” framing is not really delivered,” writes Leff.

Key takeaways from Holiday Inn’s buffet standards:

Breakfast is open only 3 hours a day.
No customized eggs are being served.
Staffing requires only two people (one cook and one breakfast attendant). Even when the number of guests surpasses 45, the hotel guidance only recommends another front-of-house attendant.
Required variety is very limited, with only two whole fruits and two cut fruits, three bulk cereals, and a very specific list of toppings.
Pastries can be reused for up to 24 hours at room temperature, meaning “fresh-baked pastries” can be from yesterday.
Leftover bread is used for the next day’s French toast.
Juice can also be yesterday’s juice if it is stored per hotel standards.
Sneezeguards are not required over hot food, only over the cold station (fruit and yogurt). Source: View from the Wing

Buffets versus àla carte: pros and cons

The buffet style of food presentation has been known since the 16th century, but it only really became popular in the 20th century. For hospitality businesses, buffets have certain advantages, according to Hogast Job.

These include fewer required staff, an easy-to-predict cost of goods, an affordable price that might attract more guests, and a preference among guests who are in a hurry.

However, disadvantages to buffets include lower profit, challenges of maintaining a tidy buffet and keeping food at the proper temperature, the preference of some guests for conventional table service, and an unappealing appearance when guests crowd the buffet.

The term “à la carte” applies to the free selection of dishes from a menu, which makes dining experiences more personalized. Other advantages are customized dishes, more peace and quiet in the dining room (since guests don’t get up), a slower-paced and more enjoyable experience, and more appealing-looking food that is carefully served on plates.

There are some disadvantages, though, such as higher costs and more challenging planning, the requirement for more stocked ingredients, and the need for dishes to be served quickly, which requires a properly coordinated kitchen and service team.

Guests’ take on Holiday Inn breakfast service change

The news about Holiday Inn eliminating à la carte breakfast quickly reached forum Flyer Talk, where guests shared their opinions. Users expressed a mixed reaction, from criticism to positive opinions of hotel buffet breakfasts.

User bocastephen shared the news and started the discussion, commenting “Aside from the devaluation, there is now the risk of not only being harassed into buying breakfast but a dramatic increase in food borne illness risk.”

Not everyone agreed. For example, user Eskimboy said, “Pretty much every breakfast I’ve had at an IHG hotel has been a buffet breakfast. Admittedly, that’s across hotels in Europe and Asia, as [I have] not been to the U.S. or Canada, but I didn’t actually realize that they didn’t have them everywhere. I’ve had some excellent ones, and as long as you have good staff working, then there shouldn’t be any additional food risk.”

Comments below the news on View from the Wing were more negative, arguing that the hotel chain is lowering the quality and perceived value of its breakfast offering. The change appears to be especially disappointing for the chain’s loyalty members (those with Diamond status).

User FNT Delta Diamond said, “A huge devaluation for IHG diamonds who counted on the breakfast benefit and eggs made to order or some other a la carte breakfast. It makes going for IHG top-tier status less attractive.”

Robert Tachter wrote, “Very disappointing. Holiday Inn just fell to the bottom of my list. IHG has fallen to several notches inland; I’ll certainly avoid whenever possible.”