My friend and I had made reservations for 8 rooms for Crowne Plaza Wangfujing for March through booking.com. The room description states that its a premier King room with Club Floor benefits. I went to Crowne Plaza main webpage and checked with the online chat service on what Club Floor benefits mean. I was advised that it means full use of the Executive lounge. I went ahead with the reservations on account of the description on booking.com.
As i requested for an extra bed in one of the rooms (stated on booking.com confirmation slip as 210 cny per night) and I wanted ensure all the rooms I booked will be ready at check in, I emailed the hotel directly, also requesting that the rooms we made through 2 different reservations will be close to each other and to confirm use of the Club Floor benefits. My friend and I emailed the hotel at least 6 times between us but there was no response. Left with no choice, I emailed booking.com to contact the hotel and seek confirmation on my behalf.
Booking.com reverted that the extra bed will be 280 CNY (different from 210 CNY stated on my confirmation slip) and that use of the Executive lounge benefits will be 460 CNY per room per night, to my greatest shock, when it's stated on my confirmation slip that it comes with the room rates. When I expressed my disappointment with booking.com, they told me that they are an intermediary and they will just publish the information given by the hotel and I should contact the hotel directly. I tried once again to confirm with the hotel and there was again no response. It's amazing how unresponsive this 5 star hotel under the Crowne Plaza brand can be! I had high expectation of such a big international brand and greatly shocked by the whole episode - total disregards to all emails sent, different offering from what they promised online. How could this happen? If I had not bothered to check before I arrive, imagine my shock if I arrive and how much it would have spoilt my holidays? If a hotel can be so unresponsive in customer care and displeasure, I cannot imagine how my experience there would be. I would think it would not be advisable to stay here.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for choosing Crowne Plaza Beijing Wangfujing for your recent stay. At the same time, we are really sorry to hear about your unhappy experience when you were booking your room on booking.com. After our investigation, we found that because the problem of booking.com system, some information about our hotel was not updated which misled you to the incorrect information. And I want to take this opportunity to explain to you our price policy. Our Premier King room does not include Club Floor benefits. If you want to enjoy the Club Floor benefits, you should add extra RMB460. And for adding extra bed, you should pay RMB350, but we could offer you the discounted price RMB280.00 this time. Now we had negotiated with booking.com to update the information on their website. If you have any question about it, please email to our reservation department at firstname.lastname@example.org. I believe that our reservation staff could help you for your booking. We truly appreciate your kind support as our guest. We hope to welcome you in our hotel.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.