We recently booked a Deluxe Suite, one of the most expensive rooms at the Crowne Plaza,for a three-night stay with our toddler son, expecting a premium family experience. While there were some physical highlights to the space, the overall stay fell completely short due to shocking room conditions and terrible service standards.
Upon arrival, our initial suite smelled overwhelmingly of stale smoke, dampness, and must, with two dehumidifiers running on full blast. This was highly unsuitable for a toddler, so we requested a room change immediately. The second room was undeniably big, the bed was extremely comfortable, and the views were genuinely breathtaking. However, it was a slight downgrade in amenities (featuring only one shower compared to the first room's two), and horrifyingly, we found bed bugs. Discovering bed bugs is an absolute nightmare when traveling with a young child.
To apologise for the initial room swap, staff gave a teddy bear to our son. This was a genuinely nice touch, but unfortunately, it was the only time the service met our expectations. A team member phoned my wife to offer complimentary "afternoon tea," but when we went down, we were abruptly told we couldn't sit in the main dining area and were ushered into the lounge next door. We were then informed our "afternoon tea" was actually just a limit of one drink and a single slice of cake. It was highly misleading, so we just left.
The executive lounge access included with our suite was equally disappointing, with minimal snacks and no readily available drinks, we did not use this benefit at all. Finally, on our last day, we inquired about a late check-out. We were told someone would call us back to confirm, but that call never happened, so we gave up and checked out earlier than we wanted to. Booking a suite, complementary drinks consisted of one can of coke for the entire stay, the other drinks were not free.
Having stayed in many true luxury hotels, I can confidently say the Crowne Plaza does not meet that standard. While the views were beautiful, the lack of basic hygiene and the abysmal service standards completely let us down. If you’re looking for views, this hotel is amazing. If you want to enjoy yourself and make use of the overall facilities, perhaps this may not be the right hotel.
