I travel a lot for my work and I have NEVER written a negative review... until today. Perhaps it was just a really bad weekend for the property, but the number of negative service interactions was astounding, and really indicated a problem with the way that management expects their staff to interact with patrons.
The recap.... I stayed at the hotel on Friday night in October, 2013, arriving quite late in the evening. The driveway was clogged with cars, taxis honking their horns, and generally frustrated drivers with no one in sight to help figure out how to get folks moving. Once inside, there was one bedraggled desk attendant trying to help a line of 6 guests all trying to check in. Simultaneously, there were several large, and raucous groups leaving social events; only making the parking situation worse. I had called the week before to ask for a roll-away bed for one of our kids, and called again 2 hours before arrival to see if they could just send it up to the room, as we were definitely coming, and would be there soon. Of coursem, that did not happen... When we did check-in, the front desk staff attendant was not pleased with the request for the roll-away and was dismissive of the request. When I persisted that we needed it, she said it will be delivered when they could get to it. As it was already midnight, I said it would be great if they could get it to the room soon, so that the kids could get to bed.
Cutting to the chase.... We were given a room in a strange corner of the building that had the most incredibly narrow hallway, and no space on either side of the beds in the room. I knew there was no way a roll away would fit, so I called down to the lady at the desk, and was summarily dismissed...."we put beds in that room every day, sir." Of course the housekeeper did not arrive until after our 4th call, and 40 minutes after we arrived. He took one look at the room, and said "The bed is not going to fit". I said that is what we had been telling the front desk for the past 40 minutes. After he got into an argument with the front desk, he hands the phone to me and the lady at the desk said, "well what would you like do? I can refund the charge for the roll-away if you would like." Very generous of her.... I said that her suggestion was absurd, that we had reserved the roll-away since we had kids who needed it, and that she should find a room that we could use where the bed would fit. Ultimately she did... It was 15 feet away from the room she had assigned us.
My question for her and the management of the property is, why would they not trust that their guest was not trying to take advantage of them? The amount of time the overworked front desk attendant spent trying to avoid doing the simple thing of providing a room consistent with the reservation was ridiculous, wasting the time of myself, my family, her and her housekeeping staff. I asked the housekeeper whether I could speak to the manager on duty, and he told me that, of course, it was the lone attendant at the front desk.
The property really needs to rethink how it staffs its front desk on busy weekend evenings. This was the most atrocious level of hotel service I have experienced in decades, and that includes stays at pretty suspicious motels in less attractive neighborhoods. The Crowne Plaza should be able to do much better.
Avoid rooms adjacent to the elevators; loud and incredibly tight space.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
2 weeks ago
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We really appreciate the time you've taken to write a concise and detailed review following your stay with us.
Quite simply, the rollaway bed should have been in your room upon arrival (and obviously in a room where it would fit well). Any of us would have been frustrated too considering it was late at night and you had children in tow.
On behalf of our entire employee group, please accept our apologies for the clear inconvenience caused to you and your family.
We can assure you genuine hospitality is our top priority and certainly we will use your experiences as a training tool to avoid a reoccurrence.
We can only hope you'll reconsider returning to our hotel again in the future..."rest assured".
Scott de Savoye ~ General Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.