I recently stayed at the Astor Crowne Plaza in New Orleans for a conference. I would have given this hotel a higher rating, had it not been for an unbelievably uncomfortable encounter with the front desk manager who was so rude and unprofessional, I sent a letter to the general manager (the first time I have ever done such a thing). Basically, there was confusion about the charge for Internet services in the hotel's business center. My classmate, without asking, got her fee waived by this manager, since she (as many of us) had to post an assignment for class. My classmate encouraged me to ask the front desk manager for the same waiver, since I also had to post an assignment. I guess I caught the manager in a bad mood, because she laid into me about expecting the same thing that another guest had (she actually said "If you overheard me comp a room for a guest, I suppose you would expect a free room too?"). I was shocked, and asked her to explain what the difference was, since we were doing an assignment for the same class. She said "we are not a consistent business, and if I want to waive a fee for someone who is polite, I will do so." I've worked in retail for years, and I know when people are being rude or impolite, and I was certainly not. She then called the Business Center and said "I have a guest here who wants to use the Internet for free. I WAS going to give it to her, but now she's just arguing with me." First of all, that was a lie--she told me flat-out that she would not waive the fee for me. And, arguing I was not doing. I don't like to draw attention to myself, nor do I complain about service. Her unprofessionalism was so egregious, however, that I felt personally insulted and wanted an answre that made sense, customer service-wise. I feel as though this front desk manager meted out such waivers as the whim struck, and grew angry when I caught her in several lies about why she waived the fee for my classmate (she said, at one point, that my classmate's laptop was broken, which would be acceptable, had my classmate owned a laptop or borrowed one, which she did not).
It was one of those situations in which you cannot believe things are unfolding as they are. This woman, the front desk manager, seemed to delight in making me beg and actually smirked when I cried (she really upset me). It was disgusting, and I am sharing this experience with anyone I know who travels. Since my letter to the hotel has not been responded to, I feel this is my only recourse.
As for the hotel itself, please read on:
Upon arrival, our group encountered nice, but very confused front desk clerks. Our group of 12 had been reserved in 4 rooms through our professor, and the front desk clerks were unable to figure out who was assigned to which room. In fact, they couldn't retrieve my professor's reservation. They gave a room to four of my peers, who moved their luggage in and began taking turns in the shower. When my professor arrived (30 minutes later), the confusion was cleared up by the front desk manager. However, the four women who had been assigned a room and moved in had to move out and go to the correct room (since the front desk clerk did not give them the right one).
The rooms themselves were ok, though the promised queen size beds were full-size. We were missing some key items in the room, including a bath mat for the shower, and we were given those very quickly. We did notice, though, that the daily room cleanup did not include any dusting, so the coffeepot, end tables, and desk had a pretty gross layer of dust the entire time we stayed there.
I did not get a chance to use the concierge services, on-site restaurant, or fitness center, so I cannot comment on those.
I highly recommend choosing another hotel on Canal Street other than Astor Crowne Plaza.
- Official Description (provided by the hotel):
- Come experience 'Southern Hospitality' at 'The Place to Meet' in New Orleans! The Astor Crowne Plaza Hotel-New Orleans is located at the gateway to the world-famous French Quarter at the corner of historic Bourbon and Canal streets. Our location is unsurpassed in 'The Big Easy' and is within walking distance to all the downtown attractions and world-renowned restaurants! Enjoy the perfect blend of old world charm infused with modern luxury and convenience! This non-smoking 693 room, 4-diamond New Orleans hotel will welcome you with our warm and friendly staff, 24-hour in-room dining service, concierge and business services, valet parking, bell services, out-door pool, and fitness center. The Astor Crowne Plaza Hotel-New Orleans is honored to host Dickie Brennan's newest restaurant, the Bourbon House, offering seafood entrees and classic New Orleans Creole Cuisine. As the locals say Laissez les Bon Temps Rouler - Let the Good Times Roll at the Astor Crowne Plaza Hotel in New Orleans! ... more less
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- Also Known As:
- Astor Crowne Plaza
- Crowne Plaza New Orleans