Let me start by saying the rooms and the hotel are amazing, rooms comfortable, spacious, huge and the bathrooms are incredible. The staff on the reception/bell and housekeeping were very accommodating and pleasant. The downside to our whole trip was the club room (Crystal Club), we are regular club users at all the hotels we stay in and I have to say this is one of the most unaccommodating, rule orientated, "NO" to absolutely everything we asked for. We went with out children 8&9 and there was not basic food for them, we asked to order room service in the club so we could still sit and have a drink and nibble and were told that we couldn't do that until the club hours were finished. I brought back McDonalds from across the road and was not allowed access into the club with it - not sure what they wanted the kids to do for food. There were no spaces/toys/games/books for children in the club. We were not shown an menu for breakfast only told we could have buffet and when we inquired on the last morning why everyone else could order from a menu we were told we could have. We wee not given any details on the club or how to use it other then the times it was open. The staff seemed to always have to ask the manager or anything out of the ordinary and the answer was always "NO". We only came across one young man who didn't seem nervous in the club, everyone else was like they were walking on egg shells. It took half and hour the first day to be able to order out even drink then it was forgotten twice and eventually arrived at our table - 45min after we arrived in the club. You had to finish one drink (right to the bottom0 before you could order another - this ended up that you only really received 3 drinks in total in your two hours the evening drink are available - very frustrating. As I said we loved the magnificent hotel but the club leaves a lot to be desired compared to others around town - they"manager" might like to go for a visit to the amazing one at the Sofitel for example. After our 6th time at this hotel it might be time for a change.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
November 29, 2012
Thank you for your feedback after your recent stay with us at Crown Towers.
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It was concerning to read your of your perception of the welcome for children in the Crystal Club and I regret any disappointment this may have caused. As we are considered a large hotel, we pride ourselves on being able to accommodate all markets and work hard to accommodate families with all the extras you’d expect in the rooms, along with the largest hotel pool in the city, tennis and basketball, etc. Your experience has drawn attention to a shortcoming in our service for kids in the Crystal Club executive lounge and I appreciate the opportunity this provides us to review our current offering.
Your comments about the rooms being amazing and comfortable, and the other staff you experienced accommodating and pleasant, are appreciated and have been shared with the team.
I do hope we have the chance to restore your confidence in us in the future and hope to welcome you again.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.