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“Having the Crowne Plaza sign on the building does not make a Crowne Plaza hotel”

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Crowne Plaza Kitchener-Waterloo
Ranked #4 of 14 Hotels in Kitchener
Reviewed April 21, 2014

Our reservation was made via the IHG web site. At the time of booking there was no mention of the hotel being 'under construction'. Admittedly the majority of the hotel is finished, however, there is enough of it not ready and not as they claim 'completed'.
Access to the hotel was difficult up steps and the assistance offered was someone holding a door open whilst we struggled with cases. The temporary lobby was not at all welcoming.
The check in went smoothly after we were assured everything else in the hotel was finished and we would not be experiencing any works over the holiday weekend.
The room we were allocated on the seventh floor (adults only floor) was very nice. Very modern and nicely finished. There is no complimentary water in the rooms here as there is in other Crowne Plazas. When I queried this I was told there is a vending machine on another floor. Ice machines are also available on other floors.
The beds are very good (new) as are the TVs and heating set up. The in room fridge is very noisy.
Breakfasts are not good. Why do they think that quantity is a substitute for quality? There was only one member of staff available on the first morning and we had to wait for him to show up from time to time so we could order drinks etc. The choices on the buffet were not great, having just come from the Crowne Plaza at Niagra where the breakfast was excellent. This felt like a Holiday Inn Express breakfast that was badly done.
The scrambled eggs were the worst I have ever seen, I couldn't bring myself to taste them. They resembled a solid block of rubbery yellow / grey mess! The hash browns were soft and slushy, bacon was just ok, as were the sausages. The pancakes had congealed into a rubbery mass. There was no brown bread, the milk ran out. There was no continental meat/cheese available. It was the worst breakfast I have ever had at any Crowne Plaza.
There was a little noise during the night which woke us both up, sounded like someone vacuuming at 4am! Never did identify the source of the noise.
Day two breakfast was no better than the first, in fact it had been dismantled and wrapped up as they were preparing for an Easter Sunday brunch and had clearly decided to do so before the end of advertised breakfast times without telling the guests.
The swimming pool in the hotel is quite nice, a little small and the area around the pool is being used as storage whilst building works complete. The pool was also closed for a period of time for a private function, hotel guests were excluded during this time. We think it was for a children's party.
There is a fee for parking at the hotel of $12+tax! at time of booking it said parking was available but no mention of charges. It is not secure parking.
The area the hotel is situated in is not great. It is central and on a main street but the first time we stepped out of the hotel we were confronted with a drunk on one side of the street and a cop arresting another undesirable on the opposite sidewalk. The centre of the city is littered with down and outs, drunks and other non desirables. You probably wouldn't want to walk out alone after dark here, my other half certainly didn't want to and that was with me being there.
The hotel wi-fi has been hit and miss, the signal keeps dropping just when you are in the middle if something and it repeatedly ask you to log in again and again.
I did mention some of the issues raised here with reception staff and they did put a few bottles of water in the fridge. The matter of the hotel being incomplete is being ignored! The bill was slipped under the door in the night, am about to go and discuss contents with management.

Room Tip: Adult only floor available.
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  • Stayed: April 2014, traveled as a couple
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6  Thank HappySnapper2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
LucyD442, General Manager at Crowne Plaza Kitchener-Waterloo, responded to this reviewResponded April 22, 2014

Dear HappySnapper 2,

Thank you for taking the time to review your stay with us at the Crowne Plaza Kitchener Waterloo. We take all guest feedback very seriously and use it to continuously improve ourselves so as to meet the needs of all our guests.
I sincerely apologize that your stay was not a positive experience. We are in the final stages of completing our $12 million dollar renovation project and the only items remaining to be completed are the front lobby, main restaurant and lounge. We are hoping to have these items completed within the next few weeks. I am however happy to hear that you enjoyed the décor in the guest room you were occupying.

The City of Kitchener/Waterloo is currently undergoing a major revitalization of Kitchener downtown which includes bringing in a Rapid Transit Train System and other amenities that will help clean up the city and the area we are situated in. We have seen condominiums developed with in block of the hotel which is also improving the downtown urban city look and feel. We are expecting these issues you brought up will soon be a thing of the past. We do have security professionals on our property during the evening hours to ensure that safety of our guests is never compromised. In addition to enhancing security measure have an afterhours swipe key lock entry system.

I will bring up your comments regarding the breakfast with our Executive Chef and I have also addressed the intermittent internet issues you were experiencing with our internet service providers. We have resolved those isolated WIFI problems permanently. We understand that these amenities are of the upmost importance to our guests and what you experienced was not reflective of our Crowne Plaza Standards that we provide each and every day.

As you have noticed, our recreation and fitness center is very popular with our guests. There are times where we do close the pool for short periods to accommodate our popular birthday party packages. This children’s birthday package includes familiar private and parental monitored swimming time allowing children to feel safe at all times in their own environment. This birthday package includes arcade, bowling alley and swimming pool usage mostly on weekends for not more than an hour subject to a reservation. We always inform our guests of the closures via signage around the hotel. I apologize if you were not informed of the closure during your stay.
I am pleased that you brought your concerns up with our guest service front desk staff and that we were able to accommodate you on some of your needs, for example bringing up water to your room for the rest of your stay. Although this is not a typical Crowne Plaza standard to offer complimentary water in all guest rooms. I am confident that on your next visit to Kitchener Waterloo, if you choose to stay with us again, you will be pleasantly surprised on all the improvements inside and outside that will have occurred, not only in our hotel but in the surrounding areas as well.

Warm Regards,

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Reviewed August 22, 2016 via mobile
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Stayed: August 2016, traveled on business
Thank Berlinograph B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lucy D, Front Office Manager at Crowne Plaza Kitchener-Waterloo, responded to this reviewResponded October 11, 2016

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Crowne Plaza Kitchener-Waterloo

Address: 105 King St E, Kitchener, Ontario N2G 2K8, Canada (Formerly Delta Kitchener-Waterloo)
Phone Number:
Location: Canada > Ontario > Region of Waterloo > Kitchener > City Commercial Core
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #4 of 14 Hotels in Kitchener
Price Range: $105 - $151 (Based on Average Rates for a Standard Room)
Hotel Class:3.5 star — Crowne Plaza Kitchener-Waterloo 3.5*
Number of rooms: 201
Official Description (provided by the hotel):
The Crowne Plaza Kitchener-Waterloo is Kitchener's largest and premier full service hotel. Ideally located in the heart of downtown Kitchener, the Crowe Plaza Kitchener-Waterloo is the jewel of downtown, providing upscale accommodations and meetings/conference facilities. With a multi-million dollar renovation completed each guest room is a brand new room, offering our guest a luxurious stay. The Crowne Plaza Kitchener-Waterloo boasts 201 modernly designed guestrooms, 17 000 square feet of meeting/function space, onsite restaurant and lounge, indoor swimming pool, full fitness and recreation centre including two bowling lanes and mini putt. ... more   less 
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Also Known As:
Delta Kitchener-Waterloo Hotel Kitchener
Delta Hotel Kitchener
Kitchener Delta Hotel
Crowne Plaza Kitchener-Waterloo Ontario

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