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“Our experience” 5 of 5 bubbles
Review of Crowne Plaza Richmond Downtown

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Crowne Plaza Richmond Downtown
Ranked #11 of 81 Hotels in Richmond
Certificate of Excellence
GreenLeadersGold level
Summerfield, North Carolina, United States
2 reviews
“Our experience”
5 of 5 bubbles Reviewed November 21, 2013

Our room flooded from a serious tub leak the first night, the staff promptly sent a wonderful man named Earl to our room and he quickly fixed the tub, put down mats to soak up the water reassuring us all the time that he had things under control. When we checked out we were comped for the inconvience. Everybody was so friendly and helpful. The bartender from Hungary was delightful. My daughter had a good marathon and except for a damp floor we had a wonderful time at the hotel

Room Tip: Our room overlooked the river and had a wonderful view of the river, bridges and train tracks.
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  • Stayed November 2013, traveled with family
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Clark D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ScottJones, General Manager at Crowne Plaza Richmond Downtown, responded to this review, December 7, 2013
Dear Clark D, thank you for taking the time to provide your feedback. I am glad that our Maintenance team reacted to the issue and resolved. I am thankful that your family had a successful Marathon weekend...
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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839 reviews from our community

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Rating summary
  • Location
    4 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (213)
Date | Rating
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English first
Richmond, VA
Level Contributor
9 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
2 of 5 bubbles Reviewed November 18, 2013

As a platinum level IHG member, I've stayed at Crowne Plazas all around the world (China, Europe, US) and the level of service we received here was definitely the worst. When planning our wedding in downtown Richmond back in April, we visited a couple hotels in the area looking for a nice room where we could have a great view, enjoy our first night as a married couple, and also to have a place to get ready for the different events. In April, we visited the hotel and got the chance to check out the bi-level and single level point suite. These are on the corner of the hotel that looks out toward the East. We were very impressed with the layout of the room because it offered a nice bed, great view, and separate area for getting ready. At the time, we were advised that the weekend of October 5th would be very busy because of a conference in the downtown area. In May, we booked a point suite room for Oct 4th and 5th. We also booked three other rooms for members of the bridal party. The week of the wedding, we checked with Crowne Plaza to make sure it would easy for us to check in to all four rooms at once. We were told we should be very easily done at the front desk able, depending on our arrival time.

I know the hotel was packed for the weekend of our wedding, but things turned into a giant mess for us. The suite was overly hot. It was unseasonably warm but there were other people in similar rooms with no problem getting the A/C to work. We called service several times to have the air conditioning looked at (was addressed only one of those times), but the room was consistently 85 degrees or above, even with all the blinds closed. This made doing hair and getting ready in the room unbearably hot, which was the entire purpose of having the room for the day of the wedding. Since the temperature approached the 90s when we opened the blinds, we just had to keep them shut. This was a huge disappointment since one of the primary reasons we picked this particular hotel and suite was for the view.

Typically when I check-in as a platinum IHG member there is some recognition, whether it be a welcome gift, fruit plate. or bottle of champagne delivered to the room, but there was nothing. When I heard from others that they had gotten wine at check-in, I called the desk and was told I could come down and get 2 mini bottles of wine if I wanted but that was the extent of it. The lobby was a zoo all afternoon on Oct 4th with people trying to check in. We had quite a bit of family staying at the hotel and everyone had to wait in line at least 30 minutes to get through the check in process.

None of the rooms we reserved for the bridal party for just Saturday night were ready by 3 pm, when we needed to leave for the wedding. Every time we called the front desk to ask about them, they would take down all of our information, and then tell us they would call us back, which they never did. When it came time to leave for the wedding at 3 pm, none of the rooms were ready, which was a source of concern for each of my guests. When we returned to the hotel after out wedding we went up to discover the room was still above 85 degrees in the room even though it was close to 2 am. In addition, none of our guests were easily able to check in, even though we'd provided their names and all the necessary information well in advance. They were told repeatedly there were no such rooms available for them. After this went on for awhile, one of them raised hell with the front desk for around 30 minutes using the words "If the groom knew his best maid was standing out on the street corner alone at 3 am right now waiting for a cab, he'd be very pissed". Eventually, they were able to get into rooms around 3:15 am or so, but given they all had reservations done by me and charged to my card, it seems preposterous, even given the busy events of the weekend, for us to have to go through this on our wedding night. Getting phone calls and text messages at 3 am on our wedding night about the mess downstairs trying to get into their rooms was not what we were envisioning for our wedding night.

Another big problem that weekend was the elevator situation. I understand the hotel was packed but the wait for the elevators was sooooo long that the stairways were actually filled with people. Although we were on the 11th floor, we opted to walk up the 10 flights of stairs because it took that long. On Sunday, the 6th, it was crazy how many people were taking the stairs, lugging suitcases up and down because they'd given up waiting. I talked to one lady on the 2nd floor near the restaurant who had been sitting near the elevators for over 30 minutes without seeing one open. She wasn't able to walk the stairs and was so tired of waiting that she ordered food from the restaurant to pass the time.

After we returned from the honeymoon, we did contact the sales manager who had helped with the hotel block and room reservations and told us her about experience; how it wasn't what we'd envisioned for the night our my wedding. Obviously there was nothing she could do after the fact to make our wedding night more enjoyable, but she did give us some IHG points for our hassle. This was nice but we would have much rather had a more enjoyable stay on such a memorable night. We understand that it was an incredibly busy weekend with the Convention in town, but we had family staying at other hotels in the area that were also booked because of the convention and no one at those other hotels had any similar such issues.

Room Tip: Don't stay in 1111 unless they have fixed the A/C!
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  • Stayed October 2013, traveled as a couple
    • 2 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 1 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
Thank sarahmm4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ScottJones, General Manager at Crowne Plaza Richmond Downtown, responded to this review, November 20, 2013
Dear Sarahmm4, thank you for providing your feedback. Our Crowne Team would like to express our apology that we did not create the experience you deserve. Your Sales contact and I would love the chance to set down with you and discuss your entire experience. Again thank you for sharing your experience.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Raleigh, North Carolina, United States
Level Contributor
24 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
3 of 5 bubbles Reviewed November 12, 2013

I was not impressed with our stay. Location is good, however to walk into the more central area the streets do seem a bit quite and there is a lot of homeless in the park across the street. We stayed at the Omni on a previous trip and I would recommend staying there instead (more centralized, nicer, better service-it was full for this trip). The girl that checked us in was not friendly, helpful or professional. The room was average and had some wear and tear. The room was very hot and adjusting the thermostat did nothing. The beds were not comfortable and given the temperature we did not have a restful night...thank goodness we were only there one night.

  • Stayed November 2013, traveled as a couple
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 2 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
Thank Mariah G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ScottJones, General Manager at Crowne Plaza Richmond Downtown, responded to this review, November 14, 2013
Dear Mariah G, thank you for taking the time to provide your feedback. I apologize your stay did not meet your expectations nor managements. I will follow up with our Front Office Management today to discuss your check in. I would love an chance to speak to you further.

Sincerely Scott Jones, GM
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Dallas, Texas
Level Contributor
188 reviews
34 hotel reviews
common_n_hotel_reviews_1bd8 56 helpful votes
3 of 5 bubbles Reviewed November 11, 2013

is not so good. Running toilet, non-responsive thermostat (messes with your mind by making you think you have more control than you do), maid didn't leave coffee for the next morning, and the lobby coffee was just plain bad. On the other hand, Belle Isle is just a short walk away (about 1 mile) and a beautiful hike!

Room Tip: Be sure and ask for the side that overlooks the water or you'll just be looking at a parking lot...
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  • Stayed November 2013, traveled on business
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Helpful?
Thank Anna B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ScottJones, General Manager at Crowne Plaza Richmond Downtown, responded to this review, November 12, 2013
Hello AnnaB, thank you for taking the time to provide valuable feedback. I apologize that your experience was not overall what you deserve. We have made an adjustment to your room to repair and would invite you back to enjoy our 24 hour Starbucks Pantry on your return.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Atlanta, Georgia
Level Contributor
130 reviews
51 hotel reviews
common_n_hotel_reviews_1bd8 116 helpful votes
4 of 5 bubbles Reviewed November 9, 2013

I have stayed in this hotel on 4 occasions over the past year for work. Rooms have always been very clean with nice amenities. The restaurant offers a nice buffet breakfast & evening buffet that changes each night. I have eaten off the menu twice for dinner (they close at 9pm)& the food was fine. I even found the prices to be relatively low for a hotel. This place can get very busy when there is an event here or a convention. There is a lobby bar (that was rocking when I was last there), a business center off the lobby & water (and sometimes cookies) near the seating area in lobby. The indoor pool also looked very nice. Newspapers are provided daily & there is a shuttle on demand. You can walk down to the river or to Shockoe Slip/Bottom (area for many upscale bars & restaurants) from here but the shuttle will also take you & pick you up (be sure to get a card with the phone number on it). There is a drugstore & 7-11 within walking distance as well as Capitol Ale House restaurant which I would definitely suggest! This hotel is also walking distance to the state capitol which is worth a look if it's daylight when you are here. It's also walking distance (uphill) to the White House of the Confederacy/museum but isn't near to other historic areas in Richmond. I will stay here again!

  • Stayed October 2013, traveled on business
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank Lem1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ScottJones, General Manager at Crowne Plaza Richmond Downtown, responded to this review, November 11, 2013
Hello Lem1, thank you for providing your input. We value our reviews and greatly appreciate you taken the time. Please return soon for a 5th visit of our Historic city!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Northbrook, Illinois
Level Contributor
124 reviews
35 hotel reviews
common_n_hotel_reviews_1bd8 60 helpful votes
4 of 5 bubbles Reviewed November 7, 2013

The room in this hotel was a pleasant surprise. Wood floors, decent lighting, and a comfortable bed. The bathroom was only marginal, but functional for a single. The breakfast was decent, and the staff very accommodating. A downtown hotel without a downtown feel.

  • Stayed October 2013, traveled on business
    • 4 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Hlondon99
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ScottJones, General Manager at Crowne Plaza Richmond Downtown, responded to this review, November 11, 2013
Hello Hlondon, thank you for providing feedback from your Comfortable Stay! We wish you safe travels and return soon.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Abu Dhabi, United Arab Emirates
Level Contributor
55 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
4 of 5 bubbles Reviewed November 2, 2013

We went visit our son who lives in Richmond. He recommended the hotel because of its central location and because Crowne Plaza hotels in the UAE, where we used to live were great.....

Canal Street is right in the centre if Richmond and so close to all of the restaurants on Carey Street as well as most of the historic parts of the city. We could walk almost everywhere with ease.

The staff in the hotel were all very helpful and cheerful. The breakfast buffet was great value if a little limited.

We would go back.

  • Stayed October 2013, traveled with family
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank ArabianVisitor
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ScottJones, General Manager at Crowne Plaza Richmond Downtown, responded to this review, November 4, 2013
Hello Jagecosse, thank you for taking the time to review our hotel. I am glad you enjoyed your stay "Great Central Location!" We are looking forward to your return...
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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 Richmond Downtown

Property: Crowne Plaza Richmond Downtown
Address: 555 E Canal St, Richmond, VA 23219-3837
Phone Number:
Location: United States > Virginia > Richmond
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Green Hotel in Richmond
#13 Business Hotel in Richmond
#13 Romantic Hotel in Richmond
#22 Family Hotel in Richmond
Price Range (Based on Average Rates): $$
Hotel Class:3.5 star — Crowne Plaza Richmond Downtown 3.5*
Number of rooms: 298
Official Description (provided by the hotel):
Visit the Crowne Plaza Richmond Downtown and discover all that downtown Richmond has to offer. You are in the heart of the financial district, shopping, dining, and entertainment. You are within easy walking distance of Shockoe Slip, Shockoe Bottom and many of Virginia s Fortune 500 Companies.The Crowne Plaza overlooks the newly restored Canal Walk and the Tredegar Civil War Museum. We are centrally located to many of Richmond's attractions with convenient access to Interstates 95 and 64, only 9.8 miles from Richmond International Airport. You will have room to work, relax and make the most of your day. Complimentary high-speed Internet, business center, and 7 layers of comfort bedding mean every night is a great night and every day starts right. Considering these options, the Crowne Plaza Richmond Downtown is the superior choice when deciding on a facility that has style and class, yet is ideal in location for anyone. Now open The Great Room proudly serving Starbucks Coffee, fresh pastries, gourmet sandwiches and soups, The Great Room features soft seating, large screen TV, wired and wireless free high-speed Internet connections--a great place to start or end your day! Attractions: The Carpenter Center for Performing Arts, Landmark Theatre, the Governor s Mansion, Kings Dominion, Busch Gardens, Richmond Ballet, Richmond Convention Center, Virginia Science Museum, Shockoe Slip. ... more   less 
Reservation Options:
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Also Known As:
Crowne Plaza Richmond Downtown Hotel Richmond
Richmond Crowne Plaza

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