As a platinum priority club member, I have come to appreciate great treatment from this chain of hotels, particularly whenever I have stayed at a Crowne Plaza - unfortunately this hotel was a great disappointment.
One of the perks of being a member is the offer of a free upgrade, something that isn't guaranteed, but something I have rarely had a problem with.
Even when I haven't been given one, I have always felt my custom was appreciated and a little gesture (could be just a welcome letter) to acknowledge my loyalty would be made.
I asked for an upgrade to an executive room when I made my booking online with this hotel and when I checked in...unfortunately, I was only given a superior room, (there was nothing superior about it).
It was normal size, with basic facilities, opposite the lift and music was being played right outside the door!
I was disappointed but as it was Valentine's, I assumed there were not many rooms available.
It was only when I asked about seeing the view from the Sky room at the top of the hotel, that I realised the hotel wasn't booked out - they just didn't want to give me a better room.
You could only access the sky room if you had been given an executive room and I was told I could get one if I agreed to pay 20 euros for breakfast.
That is not what the priority club service is all about. Upgrades are promised if rooms are available, not because you agree to spend more.
When i put this to the receptionist, she just said that was their policy, either I buy breakfast or I stay where I was.
I rang the priority club number to complain and in the end the hotel gave me a key card to get me into the club lounge, but the room stayed the same. Funnily enough the Sky room was closed anyway!
It may seem petty or like I'm spoilt, but the fact remains that in previous priority club hotels I was made to feel like my custom was appreciated...I didn't get that feeling here.
Then add to the fact the hotel looks dated inside, has a very cold/dead atmopshere and the internet service is a bit hit and miss and you have one very unsatisfying experience.
One of the reasons I accept the inconvenience of staying in Priority Club hotels, which tend to be away from the city centre, is because of the great loyalty scheme they have, but this hotel clearly hasn't got the company motto figured out.
I would advise any priority club members to forget the points they can earn here and try their luck at the intercontinental or just stay in one of the hotels located centrally instead.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
February 20, 2013
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I am very sorry to learn from your feedback that you were disappointed with your stay at our hotel, especially when receiving such comment from a Platinum Priority Club Member.
Following your comments, I would like to assure you that we always try to provide our Platinum Priority Club Members with an upgrade to higher room category if available at the time of arrival. I regret to say that Club rooms and Club Suites cannot be offered for an upgrade if they are unavailable due to high occupancy. The benefit as such has always been influenced by room availability and cannot be guaranted in advance. As stated in your feedback, it was the Valentine’s Day and the football match between Sparta Prague and Chelsea that led to high demand for Club rooms we sold out over those days. Therefore, you got offered a complimentary upgrade to Superior room category and I feel sorry if this room type had not met your expectations in full.
I am aware of the matter of fact that you, as a valued Platinum Priority Club Member, may receive various benefits in IHG hotels worldwide that vary when compared among the properties.We, as Crowne Plaza Prague and in line with Priority Club benefit rules, provide our Platinum members with a special benefit of a free access to the Club Lounge if reservation is made for this particular product and services including breakfast. As it was not the case, our reception staff referred to the offer of the EUR 20 breakfast supplement which is considered an added value at minimum cost for our guests extending the services given within the range of global Priority Club standards.
Dear Sir, let me please state that we greatly value our Priority Club Members as they represent a customer audience we always focus on and do for them our utmost to fulfill their expectations.
I also hope to have another opportunity to present on our perception and reflection of your meaning in conjuction with our services, their quality and improvements related and I very much look forward to welcoming you back to Crowne Plaza Prauge some day in the not too distant future.
Reservation & Revenue Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.