Let me paint you a picture on how somethings can go wrong and the Crowne Plaza can make it right. After driving 7 hours from NY to Virginia for my sister's wedding and discovering at 12:30 am saturday morning that the toilet does not flush and is backing up, how a nightmare can become sweet dreams. The night manager Mina Yanni felt completely helpless because he had no way of correcting the plumbing issue with no maintenance personnel or even a plunger. His frustration led to my dissatisfaction with his service. They changed my room and the bride to be had to sleep on a cot. The next morning after my husband showered, hair backed up into the tub from unknown sources. They had to change my room again and we insisted on speaking to the manager on duty, Mia Carter. She insured us she would correct the previous lack of service and leave us satisfied. She had Mr. Yanni contact us, apologize and comp us the night. He became my morning sunshine. Ms. Carter then comped us another night and a breakfast. To ensure that the Bride who arranged for her guests to stay at the hotel was satisfied provided a shuttle to the venue for her guests that was previously not made available without a charge at no expense. When the bride is happy, I'm happy. Thanks again Mr. Yanni and Ms. Carter. I believe that the plumbing problems are caused because it is a pet friendly hotel and the guests use no common sense and are probably bathing their dogs, Again the managers went above and beyond the call of duty to ensure our satisfaction. They have two fine restaurants. O;Mally's bar and grill on the first floor, great food and service, ask for Vince, he's ACES. Next door is a fantastic steak house, Fleming's. I would give them 10 stars if I could and our waiter, Jordan Lily made 16 people feel special. Ladies if you need a place to get your hair done, go to ZOE Salon in the Tyson Corner Center. Tammy & Joy will take care of you. When Tammy was finished with the bride, she was so beautiful I cried. I must say I looked great also. My daughter hair was beautiful, thank you Tammy & Joy for everything.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Luann M,
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Thank you so much for your positive review of your recent stay with us. I am truly happy that we were able to turn everything around for you and your family and that the bride was also taken care of. We have already put a plan into action to ensure we are better prepared at the front desk in the event this type of situation ever comes up again. We take great pride in ensuring that our guests leave our hotel satisfied and your comments regarding our staff show that our training and commitment to excellence are working.
Again, we sincerely appreciate your review.
Yours in Hospitality,
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.