Background
A multi-day corporate event was organized at a partner hotel, involving over a hundred participants. The event required tight coordination between the client team and the hotel staff for F&B, check-in arrangements, schedule management, and guest experience delivery. While the on-ground event execution was smooth, several challenges arose due to lapses in hotel service standards and communication gaps.

Challenges

1. Breakfast & Meal Service Issues

One of the earliest issues highlighted was the inconsistency in breakfast service. Guests reported missing items and delays in replenishment. Despite a prior agreement on menu flexibility, the hotel remained rigid—refusing minor customizations such as preparing a simple bhurji instead of an omelette.

During the dinner service, the starters were not circulated properly. Instead of providing two rounds over 30 minutes, the hotel dumped the starters at once, reducing guest engagement and experience.

2. Premature Removal of Dinner Buffet

Although the contract stated the buffet would close at 11:30 PM, many guests were still eating when hotel staff began clearing food aggressively. Even when plates were being served, staff insisted they could not wait. This led to guest dissatisfaction and a potential escalation.

A critical moment occurred at around 11:44 PM when a group of guests arrived for dinner and were denied service. Quick intervention by an on-ground team member, Miguel, who rushed to the kitchen and managed to retrieve a bowl of rice, helped pacify the situation temporarily.

3. Room Amenities & MNET Issues

Multiple guests reported missing room amenities, including MNETs. Despite the issue being raised repeatedly, the hotel only placed the amenities on the 8th and 9th of the month, long after guests had checked in. This caused inconvenience and reflected poorly on hotel preparedness.

4. Communication Gaps with Hotel Team

Throughout the event, communication between hotel departments, managers, and the client team was inconsistent. Even after a pre-con meeting involving 15 people, the hotel failed to action key points. Messages sent in the official WhatsApp group were often not acknowledged or executed. Escalations had to be repeated multiple times before anything moved.

Actions Taken

• The on-ground team coordinated closely with guests to reduce frustration and manage expectations, especially during F&B-related incidents.
• Escalations were made to hotel managers including the F&B team, front office, and duty managers.
• A clear timeline of incidents was documented for post-event billing and accountability.
• Internal team collaboration ensured that issues were addressed rapidly despite hotel rigidity.

Outcome

Despite multiple operational roadblocks, the event’s on-ground execution—activities, sessions, and engagement—ran smoothly. The primary challenges were confined to hotel services. Team members like Miguel played a key role in preventing escalations and maintaining guest satisfaction. The client acknowledged that hotel-related issues affected their experience, while the event management team performed strongly.

Key Learnings

• Pre-con meetings must convert into actionable checklists, not just discussions.
• Hotel partners must be reminded to maintain flexibility, especially for large Indian groups where buffer time is essential.
• All communication must be recorded in a group to avoid accountability gaps.
• Escalations should be backed with timelines and evidence (footage, messages) to ensure transparency.