Burger Theory Holiday Inn North Busch Gardens

We stayed at the hotel where the restaurant is for a week. Breakfast in the Burger Theory restaurant. On the first evening we went to dinner and the price was good, food was great and the staff was very friendly and courteous. The next morning we went to breakfast and it was total chaos. People went out, crazy about lack of service, food ran among other complaints. It took 1 hour to serve an omelette. We sat at the bar when the tables were full, (13 tables in total in the restaurant). I asked about coffee and the waitress brought black coffee without sugar or cream and no utensils. When the food came out, it was very salty and we just left and did not return to breakfast for the duration of our stay. We returned to dinner on Friday 12/27. When I spoke to the waitress, I heard that other customers complain about the breakfast service and similar concerns as those we experienced a few days earlier. In the evening the staff is good and friendly. Eating is good. What I think is necessary: 1. adequate staff needed for breakfast rush hour 2. A proper administration. One thing I never saw during my stay was a manager on site. Can't manage a restaurant if you're not present. Calling and viewing the surveillance camera does not count as managing a restaurant. 3. There is no process in place to ensure that the items in the menu do not run out and ensure sufficient customer experience. It is my sincere hope that management will correct the situation. The staff was good, but there is a lack of supervision, correct training and a process on site running smoothly.

Party of 10. We came in at ~8 pm, everyone was there and had ordered by ~8:30. Food didn’t start coming out of the kitchen until at least an hour after everyone ordered, and they came out one at a time, with at least 5-10 minutes in between each. Most of them were also incorrect. Everybody had their food right before 10pm, meaning it took almost an hour and a half for our entire group to be fed. This place really wasn’t even that busy, they had maybe 4 other people in there, and I think most of them were just at the bar. The food was mediocre, obviously frozen fries/burgers, I guess that’s why it was so cheap. I give one star only because our waitress was very sweet and attentive. This just seemed to be how their kitchen was ran and really nobody in the staff seemed worried about the incredible wait times we had. But she kept our drinks full and did her best to make sure everything came out as ordered. Save your time and money and just go to Burger King or something. Oh also: they have a full varied menu, lots of interesting appetizers, multiple meal options other than burgers. Sign on door said they were out of everything except burgers, fries, and onion rings. But dissapointing as it limited options.

Very convenient if you are staying at this hotel. However, they have many kinks to work out. Breakfast took average of 1.5 hours, dinner 2 hours. No greeting when entering, no recognition by server, have to go track down someone. At breakfast the second day, I knew we‘d be waiting a long time. So I asked 3 times if we could please just get our coffee right away; no, it was served after the food (over an hour wait).

The food is fine and the concept of the place is good. But the service is beyond awful. I’ve had better service at fast food restaurants. The staff is very poorly trained in anything remotely related to hospitality, customer service. There is absolutely no structure to how customers are brought in, seated and cared for. I don’t believe this is the fault of the servers themselves but more of very poor management. I understand the hotel business isn’t the restaurant business but it’s all hospitality and customer service should be their top priority. I spent 3 days at the hotel and everything was great besides this restaurant where I would get my breakfast from. I wasted 4 total hours there not including actual eating time. That was just arrival and take my order time.

Went twice for breakfast (which had been included in our hotel package). When you walk in there’s no one to greet you, you seat yourself. Wait staff is friendly. Once you order you’ll wait ten minutes for your drinks and then another forty for your food. The wait staff don’t tend to check in to see if you need refills of anything. The kitchen is horribly slow. Second time we went, we waited twenty minutes for empty tables to be cleared just so we could sit, we ordered immediately and this time a fifty minute wait for food. The only saving grace about this restaurant is that the food doesn’t suck. I would recommend buying food at a grocery store or leaving for breakfast as it will be faster and taste better.