“Here I am, all alone in this luxurious suite
with the king-size bed covered in fine, 500 thread-count Egyptian
linens. Why, there’s even a telephone in the toilet. And a pencil.
And paper. And a television too. I can watch “Pimp My Ride” on
MTV while writing out the list of accessories I want added to
my car; read the local newspaper and make a phone call to room
service while I tend to business in the loo.”
Ooh, what a relief to be all alone, if even for
just one night.
I have escaped the throngs of weary travelers
plodding through the airport, ranting at underlings back in the
home office through a cell phone permanently glued to their ear.
How ridiculous they look and sound, berating the sales staff because
they haven’t met their monthly quota of sales for plastic bread
ties. Does anyone really care? Are we supposed to be impressed?
Tonight I am alone. No radio scripts to write
for the daily show, no recipes to test, no veal stock to strain
and simmer down for 8 hours, no deadlines for food stories. It
is just me, all by myself, wrapped in a heavy terry cloth robe,
treating myself to a ludicrously overpriced mini-bottle of Scotch
and equally expensive can of Pringles. I’m indulging in a bit
of pampering by the hotel staff. Living in the lap of luxury as
they say.
When
it comes to room service at a hotel, I picture myself like little
Richie Rich. You know, the decadently rich kid of comic book fame,
(and the 1994 bad Macaulay Culkin movie), dressed in leather shoes,
white knee socks, a fine linen suit coat and shorts. There I sit
on my throne with a platoon of waiters presenting silver-domed
servers under which sit a feast of gourmet foods from which to
choose: hand-tossed Waldorf Salad, Duckling a’la Orange and Baked
Alaska -- and it’s mine. It’s all mine!
The anticipation of dining on such a feast while
lounging in your pajamas builds up to that final crescendo when
the waiter knocks on your door and announces, “Room service, Sir!”
For, as is often the case with true romance, so
with room service. The build-up to a blind date frequently surpasses
the outcome of that uncomfortable walk to the door and goodnight
gesture. You think the evening is going to end with a sweet kiss,
only to get a cold handshake and have the door swiftly shut in
front of you. No phone numbers are exchanged.
Likewise, I place high expectations on that plate
of “Veal Saltimboca” that has been ordered for delivery to room
716, only to be horrified when I remove the tin warmer off the
plate to witness a ghastly shard of ashen ground veal smothered
in mushroom gravy and garnished with stringy shriveled fingers
of over-cooked asparagus.
I don’t see any sign of the prosciutto or sage
called for in the recipe for this classic Italian dish. I thought
maybe the spark was going to be there, something delicious delivered
on my doorstep, but I was left hungry.
Sadly, many of today’s hotels don’t even have
on-site dining rooms. The business model for most hotels requires
that they get people in for one night then get them out the next
morning. And you will see most of these places clustered around
airports or business parks. Most of these hotels are franchised
by a national chain, so the service varies by the owner and location.
And usually food is on the bottom of the list of hotel amenities.
What you see on a television commercial running
on network TV during halftime of the big game isn’t always what
you may find when you stay at that hotel chain’s property in Biloxi,
Mississippi.
All
you can reasonably expect at these places is what they optimistically
call “breakfast”. You’re given a cup of bad coffee and a cold
cinnamon roll with your bill, along with a “complimentary” USA
today. Don’t be fooled for a minute. None of this is “free,” it’s
all figured into the price of the room. And coffee and stale pastries
don’t cost the hotel anything anyway.
If “Sam’s Coffee” wants to get some good advertising,
they stick up a sign at the local “Dream Inn” saying their coffee
is featured on the morning buffet. So “Dream Inn” gets some free
coffee to serve, while “Sam’s” gets the benefit of getting their
name out to the public. And “Sam’s” puts the cost into their advertising
and marketing budget.
What a far cry we have come from the days when
most hotels still offered room service. Don’t get me wrong, many
hotels that have on-site restaurants still provide room service.
But there are a few “tricks of the trade” that seasoned travelers
use when ordering room service. And you need to know those tricks
should you choose to dine in your room tonight.
My first treat with room service was back circa
1973 in Portland, Oregon at the Red Lion Hotel at the Coliseum.
The Portland Memorial coliseum was the first home of the NBA Portland
Trailblazers (now poignantly known around town as the “Jailblazers”
for the many indiscretions of the players). The billionaire owner
of the Blazers, Microsoft co-founder Paul Allen, apparently hasn’t
yet found a way to buy an NBA championship.
Anyway, my Father and I had traveled to Portland
to attend a horse show at the coliseum. I was working as a groom
to a horse trainer who was showing American Saddlebreds.
One evening my Father was bold enough to entrust
me to stay alone in the hotel room and order whatever I wanted
from the room service menu. Hint: it’s probably not a good idea
to ever tell a 16 year-old teenage boy to charge anything to a
hotel room.
If only I knew back then what I know now.
I can remember ordering a huge sirloin steak,
fries and a banana split. It’s funny isn’t it, how you can actually
remember meals that you ate nearly 30 years ago. I think it stands
out in my mind because to a kid, ordering food from room service
and having it delivered is really a big deal, a treat we don’t
often get to enjoy. The usual nightly routine at our house would
be for my mother to call us to the dinner table and tell me to
eat my stuffed peppers, so this was really something special.
But I also learned something else on that night
of my first room service meal -- be careful what you order, certain
foods don’t hold up well to the rigors of room service.
First,
consider that at most hotels the kitchen is in the main, central
area just off the hotel lobby. The guestrooms can be as far as
twenty stories above or across a large parking lot in another
building of rooms. So your food is cooked and then transported
through the halls lined with bad carpet designs, a long, long
way away.
During that journey, your T-bone and turned mushroom
caps can get cold. Even worse, think of what ice cream must endure
on the journey from kitchen to guestroom.
Ice cream melts. Like my banana split that night.
Instead of three distinct scoops of vanilla, chocolate and strawberry,
it turned into a sort of “spumoni” cream in which each flavor
melted into the other. It ended up as ice cream soup with bananas
and maraschino cherries floating through the muck.
And that brings up another point to consider when
ordering room service. Are you going to order say, three courses
-- soup, entrée and dessert? If so, will your soup arrive
hot? Will the grilled pork chop still be hot and the baked potato
steaming when you are done with your tomato bisque?
When ordering room service, you might want to
steer away from dishes that must be served really, really hot.
Like soup, or dishes that must be served really, really cold --
like ice cream.
But let’s back up a bit and talk about room service
menus. Most room service menus are pretty limiting – a few sandwiches,
appetizers, basic entrees like steak, pasta and chicken, concluding
with a few desserts such as pie and cake. But take a trip downstairs
and look at a posted menu for the hotel restaurant.
The difference will probably surprise you. What’s
served in the dining room reads much tastier than what they bring
to your room, and there are many more dishes on the restaurant
menu. Why don’t they offer the same stuff for room service? Probably
because they put the rookie sous chef on the room service grill
station and he isn’t capable of dollying up a plate of seared
foie gras with caramelized white peaches. Better for this beginner
to flip pancakes and fry eggs.
But don’t be discouraged when you order room service.
I’ll be sharing a story with you about my success in special ordering
off a restaurant menu and having it delivered to my room.
Of course, room service doesn’t come cheap. All
the more reason for you to expect to be able to make a special
request for your meal.
All too often, the hotel adds an automatic 18%
gratuity, PLUS a $4.00 delivery charge for room service. The Penne
Pasta with Italian Sausage that costs $10.95 in the restaurant
downstairs now costs you $16.95. And being the sympathetic sap
that I am, I feel guilty for the waiter who delivers my little
bowl of cold, sticky pasta, so I always hand him another $5.00
in cash to line his pocket.
Now I’m up to a total of $21.95 just to eat a
limpid dish of pasta while I watch Tony Soprano on television
eat the real thing with his gumbas in some hole in the wall Italian
joint in Hoboken.
So if I am going to spend that kind of money,
I want to be a little adventurous and order something special
that isn’t on the regular room service menu. And why not?
In most hotels there is one main kitchen which
serves as the base of operations for all the hotels food services
-- dining room, banquets and rooms service. There should be no
reason why you can’t order a menu item from the restaurant and
have it delivered by room service.
But you may have to ask first to get something
special delivered for room service, and please use a little kindness
when the operator picks up the phone. Kill them with kindness
so to speak. “This is Mr. Ross in room 1212 and I would like to
order off the menu from the Steakhouse please and have it delivered
to my room.”
Now you have to know precisely what you want for
dinner. So when you take that little tour to scope out the babes
by the hotel pool and peruse the restaurant menu, you write down
exactly the dishes you want to order later for room service. If
you dilly-dally around and say something like, “Don’t you have
a big Porterhouse with Onion Rings?” The lady on the other end
of the phone may get a little perturbed and tell you that you
can have whatever Salisbury steak of the day is on the room service
menu.
Now if you are staying at a top-level, 5-star
luxury collection hotel, you shouldn’t have to worry about such
inconveniences as the temperature of your dinner or the limitations
of a printed room service menu. We’re talking Ritz-Carlton, Four
Seasons or the Savoy in London at this price level.
I have the perfect example to explain this. But
I am going to tempt you a bit more and end this story with a tale
of a magnificent room service dinner served above the sparkling
neon lights of the City of Entertainment.
But first, lets start our room service lesson
with breakfast: the most often ordered, most maligned of all room
service dishes.
You’ve all seen them, those room service breakfast
menus cutely cut into the shape of a door hanger, gently sitting
on your pillow. You first notice this curious little advertisement
when you enter your room. You turn on the television and play
with the remote, take your shoes off, and scope out the free shampoo
in the bathroom. When you bounce on the mattress to test it’s
lumbar supporting attributes, you find this curious little card
of paper with the mouthwatering photographs of glistening oranges
and creamy scrambled eggs on the front. Food stylists have a way
with eggs, you know.
The Radisson Stapleton Plaza in Denver, Colorado,
has to be the all-time award winner for the worst hotel breakfast
delivered by room service. I don’t imagine things have changed
much at the Radisson since I had the distinct displeasure of sampling
their room service breakfast offering just a few weeks ago.
Since I wanted to catch every wink of precious
sleep and not have to get up early to traipse into the dining
room and wander around the breakfast buffet table, I decided to
order breakfast in. I took out my complimentary Radisson pencil
to jot down tomorrow morning’s breakfast order.
The one thing the Radisson did get right was the
delivery time. They gave me the option of having breakfast delivered
within a 15 minute window, and I chose the busy 7:00-7:15 time
to put them to the test. At precisely 7:04 a.m., the knock on
the door came. Maybe we are off to a good start this morning?
Alas, it wasn’t to be. I had ordered the “Stuffed
French Toast,” billed on the menu as “raspberry preserves sandwiched
between thick layers of sweet brioche.” What I got was a piece
of white bread fried like French toast and then cut in half and
sprinkled with powdered sugar. At least the white powdered sugar
around the rim of the blue plate looked good. The raspberry preserves
weren’t stuffed into the French toast but had morphed into raspberry
jam served in a paper cup on the side.
The bacon was soggy not crisp, and it was stone
cold (not even warm). That happens to bacon if it sits too long.
The orange slice used for a fruit garnish was
the best part of the meal, swirled into the aforementioned powdered
sugar then dipped in the maple syrup that was intended for the
French toast.
And coffee. I don’t particularly like making coffee
in hotel rooms using those silly little pots they put on the bathroom
counter. The “pillow pack” pre-ground coffee filters that they
give you with “complements of the house,” tastes like watered
down Folger’s. So on this morning I paid another $6.00 for coffee
delivered by room service.
After this Denver disaster, I pledged to myself
that in the future I would forsake a couple of extra minutes of
sleep and have breakfast in a real restaurant where the kitchen
is within a few steps of my table.
And another insider’s tip about ordering room
service breakfast: stick to juice, coffee, water, muffins and
cold cereal. Anything that needs to be cooked, like creamy scrambled
eggs, may turn into stone-cold concrete by the time it arrives.
But not all room service trips turn out to be
culinary disasters. Just two weeks after the Armageddon at breakfast
in Denver, I had what I must describe as the room service experience
of a lifetime.
On a recent trip to Las Vegas, I decided to stay
at the “Palace of the Gods” – Caesar’s Palace to be exact. The
quintessential example of Roman excess in the American Southwest.
On the day I arrived in Las Vegas, (do not ever
call it “Vegas”. That is sacrilegious and akin to calling San
Francisco, “Frisco”), Sylvester Stallone landed in town on his
private jet to reportedly scope out locations for his upcoming
reality television show about prize-fighting called “The Contender.”
And comedian Martin Short was reported to have been treated to
a kitchen tour a few days earlier at Caesar’s new gourmet restaurant
Bradley Ogden by the namesake chef himself.
Yet I am a humble and simple man, arriving by
commercial jetliner with about 10,000 other tourists that day,
and I didn’t get any special kitchen tours by a celebrity chef.
I did, however, feel sort of special when the gentleman at the
hotel reception desk upgraded my “Internet special” room to a
suite in the tower overlooking the Strip and the fountains next
door at Bellagio.
Nothing in Las Vegas is free, of course, and the
extra amenity of watching a free water show across the street
cost me an extra $50 bucks a night. All the more reason to seclude
myself from the hordes of people in the casino downstairs betting
on the NCAA Basketball Tournament and to enjoy some peace and
quiet in my room with a little room service for dinner.
After a walk through the hotel to review the menus
of six different fine dining establishments, I decided to try
the authentic Cantonese offerings at The Empress Court.
Caesar’s Palace really wants to push you out of
your room and take a seat at one of blackjack tables in the casino.
But they also want you to spend big bucks at the dinner table.
So they tempt you to go try one of their fine dining establishments
with all sorts of subtle hints delicately placed throughout your
guestroom.
There was a glossy little tent card placed precisely
in front of the telephone on my writing desk. All four sides of
the card had a mouth-watering photograph of Imperial Cantonese
dishes like Crab Claws, Lobster Cantonese and Crispy Fried Squab.
Off to the lobby I went to test my theory about
ordering room service off the menu of an exclusive temple of Imperial
Cantonese cuisine.
My first thought was to stop and ask the concierge
at Caesar’s Palace if in fact one could order room service from
any of the hotel’s restaurants.
The first mistake I made, in the eyes of the snotty
concierge, must have been in my appearance. I was wearing the
standard Las Vegas tourist uniform -- sandals, shorts and open
T-shirt. Why did he assume that I was some lowly out-of-towner
asking for directions? Perhaps I was on my way to plunk down $20,000
on a one-time bet at the baccarat table.
So when I opened my mouth to ask, I almost anticipated
his response: “No, Sir, we do not allow you to order room service
off the menu of any of our fine dining restaurants. We do have
a lovely room service menu with all sorts of gourmet dishes like
rack of lamb.”
I didn’t want to embarrass him in front of the
other tourists waiting for a hissy response, so I bit my tongue.
I walked away wanting to remind him that I had checked his room
service menu and there was no rack of lamb listed. So there.
The Empress Court is described by the hotel as
“the Empress Court restaurant of Caesars Palace, named in USA
Today among the top authentic Cantonese restaurants in the United
States. Not merely an exotic epicurean attraction for a discriminating
clientele, Empress Court also serves the freshest, most tantalizing
Chinese cuisine for all tastes. The Empress Court boasts a culinary
team that specializes in Hong Kong-style Cantonese cuisine and
in adding the finest finishing touches to more traditional Chinese
fare.”
Whatever that means. I think they are trying to
tempt the American tourist to try unique Cantonese dishes, yet
at the same time attract the Asian gamblers that financially support
mega-casinos like Caesar’s Palace.
While I tend to not be wowed by restaurants that
tout their awards from USA Today, I was impressed with the menu
outside the lacquered entrance gates to The Empress Court.
After wading through the 12 pages of offerings
of live seafood, sharks fin soups, and variations of barbecued
ducks, I approached the Hostess to inquire about ordering room
service. Her response was what I was waiting for, “Certainly sir,
just call room service and tell them you would like to order dishes
from the Empress Court. It will take a bit longer than regular
room service, but order what you would like.”
Ah-ha! That is what I wanted to hear. By now I
was pretty hungry and I didn’t want to wait any longer. I raced
out of that casino as quick as a roulette dealer can say, “No
more bets, no bets,” and I quickly took the elevator back to my
oasis high above the clang and clatter of Las Vegas.
Chinese dishes are probably one of the best suited
to room service. The ingredients are simple yet fresh and of high
quality, like live seafood simply stir-fried with a few vegetables
and a basic sauce. The food doesn’t need to be served piping hot,
just warm enough so the flavors come through. And few Chinese
dishes are served really cold, like desserts and ice cream – so
no worries there. And most Chinese dinners end with fresh fruits
or turnovers filled with say sweet red bean paste.
While I am on a business trip or vacation and
I’m staying in a nice hotel, I want to treat myself a bit and
order foods I normally wouldn’t when I’m at home. Things like
deep-fried appetizers and lobster.
I took a deep breath and got the courage to pick
up the phone and dial #101. Here we go. “Hello Mr. Ross, may I
help you,” said the gracious voice on the other end of the line.
Thank you I said, I would like to order three dishes off the menu
from The Empress Court, will that be alright this evening? “Certainly
Mr. Ross, what can we get for you tonight?” Is this a dream? Are
the memories of that horrific breakfast in Denver going to be
erased tonight. Can I finally get over the melted ice cream in
Portland back in 1973?
“I would like the Crispy Crab Claws to start please,
followed by the Aromatic Crispy Skin Squab and finally, the Lobster
Cantonese please.” There, I did it.
Now just a few more stressful moments waiting
for everything to make its way up to my suite, and those anxious
bits of small-talk with the waiter while I sign the check. It
will be here soon, very soon.
And then it came, the aforementioned knock on
the door and announcement, “Room service.”
I opened the door and was greeted by a waiter
in a crisp, black tuxedo pushing a huge table, clothed in white
linen.
As he wheeled the table over to the windows, I
thought something looked strange. All I could see was this large
white table with a place setting of silverware, a glass of ice
water and a vase with a fresh rose in it. Nothing else. No food,
no dishes. Oh God, did he forget? Where was the dinner? Did I
do something wrong here?
And then the ritual began. He discreetly bent
down and flipped up one end of the tablecloth to reveal a large
metal case just under the table. It was a portable case that held
all the elements of the dinner, keeping everything at precisely
the correct temperature during it’s journey from the kitchen below
to my room overlooking the Las Vegas strip.
The waiter asked me to sit down at the table and
then he began presenting the dishes. First up were the Crispy
Crab Claws. He pulled the plate out and placed it on the table
to the right of the water glass. Two large, puffy crab claws filled
with stuffing made from crab and prawn meat and served with a
sweet and sour dipping sauce.
Out of the warmer next was the Crispy Squab (pigeon
to the uniformed). But this wasn’t any ordinary bird off the hotel
roof. It was a whole squab that had been marinated with the scent
of five-spice powder and soy sauce, then deep fried whole until
the skin was crisp and the dark mahogany color of an antique grand
piano. It was magnificent, chopped into bite-size pieces, including
the bird’s head with its tiny beak, and served with a small saucer
of salt and toasted Szechwan peppercorns.
Finally, the main dish of this lavish banquet
was ceremoniously placed in front of me -- Lobster Cantonese.
I am usually disappointed when I order any type
of lobster dish in a restaurant. It always seems that they are
skimping on the amount of lobster meat, just using the words “lobster”
as an excuse to jack up the price of your plate of fettucine.
But not tonight. I had forgotten that the menu
from The Empress Court had said “Live Seafood” on the header above
the lobster dishes. Certainly they wouldn’t have sacrificed one
of those specimens for room service. Would they?
I was astounded at what I saw when the waiter
uncovered the dome off the plate. And there it was. A gargantuan
crustacean that had been plucked live from the salt-water tank
in the restaurant, nearly three pounds total.
The lobster was prepared classically with bits
of minced pork and a simple brown sauce accented with soy sauce
and egg. The fragrance of the South China Sea filled the room.
At this point I was in heaven, ready to tuck into
this feast while looking out upon the “Garden of the Gods,” (aka,
Caesar’s pool garden), below.
Just one last detail. I had to send the waiter
off with his check.
Now mind you, lobster served at “market price,”
is always an indication that things are going to be expensive.
Add to that the fact that this spiny shellfish had recently been
swimming with his pals in a tank of gurgling water and that adds
even more to the price on your bill.
When I leaned over to sign my initials I had to
hold back the gasp that came to my lips. There at the bottom of
the check was the price for the glorious lobster-$115.00! That’s
right, 100 smackeroo’s for the big daddy.
I held my composure and signed the check for the
waiter. I then slipped him a $10.00 bill and thanked him for his
service. I honestly think he sensed I was shocked by the sticker
price of dinner, but he never let on that he perceived my pain.
He said goodbye, adding, “Have a nice dinner Mr.
Ross,” and off he went. Back downstairs. Back to delivering plates
of cold spaghetti and meatballs.
And there I was. Sitting in front of a floor to
ceiling wall of glass, gazing up at the stars and looking down
at the neon panorama of the Las Vegas strip, dipping a bit of
Crispy Squab, noshing on a Crab Claw, nibbling on a nugget of
Lobster Cantonese.