Crowne Plaza Krasnodar - Centre

I had four upcoming reservations at this hotel but after one 30 minutes experience canceled my current reservation and all others. Since 8 June IHG implemented a new version of their loyalty program which finally should become more attractive and closer to other competitive hotel’s chain. As an IHG Diamond I decided to check it at Crown Plaza Krasnodar on 12 June. What I saw? Nothing. Zero recognition as a Diamond member. When check-in was over, and I was informed about assigned room I asked about upgrade and complimentary breakfast. I was asked to show my status prove at mobile application with information that the hotel doesn’t see my status at their system – they saw only my IHG number. I was informed that it was not the hotel’s fault. Probably it was my fault. I showed confirmation my Diamond status. I was informed that they were ready to provide me complimentary breakfast and upgrade from standard to deluxe room. I asked about suite upgrade which was declared IHG as one of the program improvements. I was informed that they would not be able to provide me suite because it would be upgrade into 2 categories. For understanding: deluxe room – it is ordinary room just more spacious. This hotel made two artificial categories of deluxe rooms: first with bath, the second with shower and bath. As a Titanium at a competitive chain, I did not meet with such answers and problems. They always provided a suite upgrade when rooms were available. At this Crown Plaza I was offered to book deluxe room and get upgrade to suite. I asked to invite a Duty Manager to solve our dispute. The person who came to me was one of the most unfriendly and unprofessional Manager which I ever met. The manager came with unsatisfied face and crossed his hand before him. Zero smile and zero attempt to establish the contact and find the solution. First version was that suites were not available at the hotel. When I showed the reservation system with available suites, I was informed that they would not provide me such upgrade according to the hotel policy. I asked to reconfirm it with audio record, but Manager declined and run away. I decided to finish this dispute and ask IHG to solve it later. But when I arrived to assigned room, I realized that the best solution just to cancel my reservation and leave this hotel. The design and the furniture of my room was below my expectation. I suppose it was not renovated of at least 10 years. As for me, it is ridiculous to spend 70 nights at IHG hotels a year to get Diamond and such a treatment. Hope this hotel will lose affiliation with IHG because it is not IHG – it is something local from Krasnodar.