I worked in the hotel industry for a number of years, so while not an expert, I can offer what I was trained to do.

Here's the problem: it was a blackout.....not a disaster.

No one knew how long it was going to last, nor at the time that it happened did anyone likely realize how widespread the issue was.

In terms of a blackout procedure...what could the hotel do?

• They can't make or print any signs.
• They can't call rooms
• They can't use a "call all" loudspeaker\intercom
• They most likely do not have a hard copy of who is actually staying in the hotel at that given moment = no turndown service.
• No elevators.
• Routine food supplies that are non-perishable (bottled water) may be withheld at first, because if something were to happen to the water supply they may actually NEED that water.
• No Electricity = no laundry = no towels. With no foreknowledge of how long the blackout would last, they can't afford to squander their supplies for the sake of an extra towel for the evening.
• No Electricity = can't cook (they can't see what they are cooking).

My management company taught us...all supplies were to be locked down and non-essential staff to be sent home.

We did have a backup generator for emergency lights (which you said were working) and for public space heat (not A\C). You can live with no A\C, but in the NE you could have a problem in the winter with no heat.

However, we were told to be available to answer questions. I bet though, in this scenario...they probably did not have any answers that would have been satisfactory.

Were your expectations not met. Sure, I agree.

If I were the hotel manager, would any of the behavior you reported been worthy enough for me to discipline anyone? No.

The most I would do is remind everyone that during "stressful events" they need to take care to be aware of the sensitivity of the guests....even if there was nothing to be done. So in effect, I would made sure that they understood to listen to the guest and apologize for things beyond their control.