I am a Platinum Priority Club member and where possible support the IHG hotels. I booked our 5 night stay, 11 months in advance to guarantee our room. Orlando was the last US city before further travels in Mexico. I had read the reviews on Tripadvisor prior to booking this hotel, and I was confident that we would enjoy our stay. We had booked a deluxe king on the executive level which would be more spacious and quiet as it is at the end of the hall. This room is a bit larger than a standard king and would also include a pull out sofa, mini-fridge and microwave. Firstly, our room was directly opposite the elevator. Secondly, there was no way the bed we slept in was a deluxe king, it was barely a double bed, as my husband and I had no room. Thirdly, there was no microwave. Our daughter slept in the pull out sofa. My husband and I took it in turns to sleep at the bottom of the sofa bed, so the other person would have room to sleep in the main bed, whatever size it was. I was quoted $71.50+tax for a standard room or $181.50+tax per night for the executive room. That is $110.00 dollars difference to get what, complimentary continental breakfast, complimentary evening reception and complimentary high speed internet. I don’t think all this cost’s $550.00 for the duration of our stay especially when we were not given the room we booked.
You said in your email to me “I wanted to apologize for the problem you had in the Executive Level Lounge with getting whole milk. I understand that we gave you a couple breakfast buffet coupons which I hope met with your satisfaction, but I do apologize again for the problems you had”.
I don’t think you were passed the full story about the whole milk. Our first morning at the breakfast, I asked the girl who worked in the executive lounge, what milk was available in the jug on the counter. She told me skim. Ok, that is good for my husband who likes skim milk. I asked her, did she have any whole milk. There was half a bottle in the fridge, which I used for my cereal, and our daughter had whole milk on her cereal. Let me point out here, that our daughter is a toddler, 2½ years old. Unless your child is obese, every parent knows that children under 5 need full fat. Milk, yoghurt, cheese, anything dairy as they need this to grow. Went to breakfast the next morning, I asked the girl for the whole milk. She went to the fridge and there was no bottle of whole milk. I asked her if she could get some. She informed me that she could not leave. I asked her if she could please arrange for whole milk for the next morning. I skipped the cereal, but our daughter had cereal with skim milk. Let me remind you, that we have paid for the breakfast, and we are not getting the service we paid for. I am a hot tea drinker, English Breakfast and like a cup of tea at breakfast. I poured the water from the urn, and the water was luke warm. The skim milk sitting in the jug on the counter, also luke warm, and our daughter didn’t even eat her cereal. Went to breakfast the next morning and the girl informed me straight away, that there was no whole milk. She asked, and was told to use what was in the fridge. So I told her fine, I will go to my room, and bring my own milk. So I went down to our room, and returned to the lounge with the milk I bought myself, so my daughter and I could have our cereal. I’m guessing she didn’t ask, and lied to me. I did tell her that I was going to make a complaint. I was not happy.
We went to a theme park for the day, and when I returned that evening, I informed the front desk manager, told him I was not happy and we were given two breakfast coupons for the following morning at the breakfast buffet. The following morning we enjoyed our breakfast in the restaurant, as the selection was better than the lounge, and you could get skim, 2% and whole milk, no problem. We had eggs, bacon, pancake, cereal, bagel, toast and yoghurt, along with tea, coffee, orange juice, V8 and apple juice for our daughter. The apple juice came in one of those cute kids cups with the animal. I had asked for honey, and they even bought little jars of honey to the table. Could not fault the breakfast. The Director of Operations called by to apologise and we were given two breakfast coupons for the following morning.
The next day, was our last day. We had to be at the airport at 8am. Plan was to leave at 7.30am from the hotel. Being Military, the night before I did most of the packing. In the morning, up early, all showered and changed, and all bags in the car. I checked out prior to breakfast opening, and we were at the breakfast at 7am. Thought we would have plenty of time to have decent breakfast before we left. Oh, I was so wrong. You see, there was a conference delegation booked into the hotel, and their program said to be at breakfast at 7am as well. And the restaurant was suddenly understaffed and all tables were full. We were seated, and our drinks order taken. Coffee, tea & hot water, V8, orange juice and apple juice. The coffee and orange juice came. Never saw the V8. And the apple juice, came in a takeout coffee mug. I had to ask for the tea & hot water again, which I received at 7.15am. Forget an omelette, the line was very long, and only 1 poor guy cooking. I think we managed some cereal & toast, and that was it. Not the breakfast we had the day before. We had some more breakfast at the airport.
We went to Hawaii earlier this year and learnt an important lesson about tea & coffee. So for this trip, we were prepared. We bought our own instant coffee sachets, English Breakfast tea bags, sugar, mugs & spoons. All we needed was hot water. Prior to Orlando, we had stayed at hotels in Chicago, San Francisco, Los Angeles, Las Vegas & New Orleans. Most of the rooms had those silly coffee percolators which we used for hot water. We always did ask for an electric kettle/jug. Only The Venetian in Las Vegas could accommodate our request, and it cost $4.25 for the duration of our stay. I asked at this hotel, and after going back & forth, Christopher, a very nice man from room service, sought approval and an electric kettle was acquired from Walmat and delivered to our room, along with tea/sugar, spoons, and mugs to be used for the duration of our stay. As you know, there is nothing more nicer than a cup of coffee & tea in the morning and evening. So this gesture was very much appreciated, and if you stay at this hotel, ask for the kettle. Maybe when we go to the US again, we should buy our own kettle.
Another plus about the hotel is the self use laundry for guests. I was able to do our washing & drying 3 times during our stay. $2 for a wash, and $2 for a dry. It is important when travelling and staying long term to be able to do washing, unless you can afford the laundry service through the hotels, which can add up, after a while.
Another plus about the hotel is the free car park. We hired a car for the duration of our stay, and parked our car no problem. During our travels we only ever saw valet parking which was expensive.
We want to go back to Orlando when our daughter is 7, and plan to stay for at least a month, so we are not going to theme parks every day , but can have rest days by the pool. I would stay at Crowne Plaza again, but in a standard room.
- Official Description (provided by the hotel):
- When visiting the adventure capital of the world, enjoy the award winning service and experience of Crowne Plaza Orlando Universal. Recently voted the top hotel in guest satisfaction among all Crowne Plaza Hotels & Resorts, this Orlando, hotel is where relaxation meets adventure! The perfect blend of modern luxury and impeccable service with a premier setting soaring 15 stories over world renowned International Drive and offering views of popular local attractions and their fireworks or seasonal light shows. A masterpiece that blends Park Avenue elegance with the chic deco of South Beach. The hotel features complimentary scheduled shuttle service to the Universal Orlando Resort including Islands of Adventure, City Walk and Universal Studios, the Worlds of Discovery theme parks including Sea World of Orlando and water pakr, Aquatica, the Walt Disney World theme parks and Wet n Wild. The hotel is also a stop on the I Ride Trolley, serving Universal Boulevard and the International Drive areas for just dollars a day. ... more less
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- Also Known As:
- Crowne Plaza Orlando Universal Hotel Orlando
- Orlando Crowne Plaza
- Crown Plaza Orlando
- Crowne Plaza Universal Orlando