You get what you pay for. Hotels may include the cost of your breakfast in the room rate, but they don't really expect you to eat there. In most places, there are quite a few other options in the area and travelers prefer them.

Personally, I've had the "free" breakfast in various chains and I've found them to be, yes, mediocre, but the hot food was hot; the cold food was cold, and the milk was well-chilled. (It's a health code violation to keep milk below a certain temperature and a phone call to the local board of health would have been more efficacious than your pancake demo to clerical staff who haven't got the power to do much!)

One of the most wonderful dinners that I ever had was in a chain hotel's dining room where I met up with a life-long friend. We chose, instead of going out to some noisy place, to dine in the hotel's dining room. We were the only customers. The wait staff was polite and attentive and we were able to catch up in peace over a meal that the chef actually had time to fuss over.

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