Crowne Plaza

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Room(s) Charged To My Credit Card Intentionally Without Authorization
Posted by on
BEVERLY HILLS, CALIFORNIA -- The short story: The Crowne Plaza Hotel at 1150 South Beverly Drive in Beverly Hills, California, provided the single worst hotel experience of my long life of significant travel, including threatening to call the police. It took over thirty minutes to check my elderly and infirmed mother in on Thursday night because the front desk manager was unable to process reservations previously made. By the time he figured out what he was supposed to do, my mother had been standing in the lobby without a room for a very long time. And then, upon check out this morning, I realized that the fellow did not have a clue what he was doing in the first place. The hotel decided to charge me for at least one room that was neither reserved nor used by anyone in my party. The manager on duty told me to come back to the hotel to resolve the situation this afternoon to meet the general manager who then absented himself before I arrived. I have called my credit card company to register possible fraud, since I am very concerned that the hotel used my credit card to pay for rooms that I neither reserved nor in occupied. In other words,the hotel charged my credit card for five rooms, but cannot show who stayed in at least one and possibly two of the rooms. We know that at least one of the rooms was never reserved.

I strongly urge you NOT to book a room at this hotel. The front desk and management are clearly confrontational and incompetent.

I have written a long letter to the hotel ownership company asking that at least they not dispute the fraudulent charge to my account and at best apologize. I further urge the Intercontinental Corporation to review the arrangement it has with this property. The experience of the past four days convinces me never to stay at a Crowne Plaza again. I also will never recommend or encourage any of my friends, business colleagues or associates to stay at a Crowne Plaza. Someone of authority will have to work hard to reverse that view.

I have requested that the management company promptly provide documentation to show who signed in and stayed in the rooms and to reverse the charges on any rooms that were charged to my card erroneously (at least one was charged deliberately even though the hotel front desk and management were repeatedly told that it was an erroneous charge).

This whole matter could have been resolved had the management or front desk simply said, "sir, there is clearly a problem we have to rectify. We will not charge your card for at least room X since obviously it was not your room. We will contact you tomorrow to sort this out." The opposite occurred.

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dan gordon on 05/18/2008:
your simply not telling the whole story. I've stayed there with groups many times and never had a problem. You don't state how many rooms you reserved, how many rooms you planned pay for, how you booked your rooms. A letter of complaint should succinctly state the problem. We know more about your mother then what you actually reserved and what they actually charged you for.
Richard Jacobs on 05/18/2008:
Mr. Gordon: 1. Do you have any relationship with Crowne Plaza? 2. The hotel apparently fraudulently charged me for a room for which no one signed and no one I know stayed in. 3. Check your grammar: your is possessive; you're is an abbreviation. 4. Just because you have stayed with "groups" many times and not had a problem has no bearing on this situation.
Anonymous on 05/18/2008:
Dan, I have also stayed there for biz stuff and meetings over the years. Never once had a problem. Like you I don't see what the Mother in this story has to do with disputing a room charge. Need to hear the hotel's side of this one. If the OP over paid I hope you get your money back.
dan gordon on 05/18/2008:
I was a carpet rep and now in the tour business so no relationship to CP. What it sounds like is they reserved a block of room under one credit card. In situations like that the hotel may not know each name of each resident of each room especially if the poster picked up a # of keys at registration. There isn't enough information.
Richard Jacobs on 05/18/2008:
The hotel charged for at least one room in which no one registered, reserved or stayed. No reservation. No one checked in. No one signed for the room. No one used it. They charged for it. Is that clear?
Richard Jacobs on 05/18/2008:
And one other point: the hotel insisted on booking all of the rooms under the name of one guest because that guest has some sort of club membership. That guest did not make the reservations, did not pay for any rooms, did not have his credit card information down. During the thirty minute check in process for a woman who could barely walk, the front desk officer could not figure out how to remove that person's name from every reservation because "he has a club membership." I explained that this would create havoc when people checked in. They were not checking in as a group, but rather as individuals under their names. This was not a business meeting, but a personal event for which hospitality was extended by me. The hotel did not have any guest sign in or check out. There were four reservations for four rooms, but I was charged for five. And then I and my family were treated with hostility.
Ponie on 05/18/2008:
Did Tom Bodett(SP?) leave the light on for you?
dan gordon on 05/18/2008:
I'll be kind even though you corrected my English you can't even explain the issue clearly enough to understand so what do you expect from CP? How did they get your credit card if the reservation is in someone elses name? YOu don't need to reply, I'm simply pointing out to you that if this is the way you explain your dispute you will never get anything resolved. Also your hostility comes through very clearly, I think you got treated with the same charm as you expressed. I don't think they will miss you as a customer.
Ponie on 05/18/2008:
dan, I think '...including threatening to call the police.' says it all, don't you?
dan gordon on 05/18/2008:
Nice that you feel the same thing from this informative poster.
Mrs. V on 05/19/2008:
Mr. Jacobs, you are coming across as very confrontaional and aggressive. Needlessly.

Dan had only stated (and correctly) that what you had written did not give us all the information.

You had not stated in the main complaint how many rooms had been reserved, how many rooms were used, nor how many rooms were charged.

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Customer Service
Posted by on
Rating: 1/51
MEMPHIS, TENNESSEE -- I was attending a family reunion at Crowne Plaza hotel. We asked to be taken to Beale st for dinner in shuttle. We were taken. After dinner we called the shuttle to pick us up and they refused to to do so because Beale st became crowded. We ended up walking back to the hotel during the night alone three women. The customer service was terrible no concern for the customers safety at all!!!

When we receive a service we end up contributing to that person salary! So without consumers some would not have a job!
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CU on 07/05/2013:
Unless the hotel specifically states they offer a service like this, I don't think the prupose of the shuttle is to taxi guests around the city. There are far too many shuttles and far too many guests to allow that. Sometimes you just have to pony up and take a cab.
FoDaddy19 on 07/05/2013:
I think you are mistaking a shuttle service for a taxi service. They are not the same thing. Shuttle service usually takes people to locations determined by the hotel at predetermined times. For example the shuttle van might take people to and from the airport making the trip every two hours or some similar arrangement.

If the hotel ran you and your friends out to a destination that the shuttle normally doesn't go to. Then they went above and beyond what you were entitled to and they should be commended for it. And if that's the case then it would be trifling at best to complain about them not doing something that you weren't entitled to being with. And that would *not* be poor customer service.

It would be poor customer service if they (by their stated policy) were supposed to pick you up. But if they bent their own rules for your benefit by dropping you off when they didn't have to, then complaining that they won't do it again is petty IMHO, and it's one of the reasons that companies these days tend to stick to their policies fairly stringently.

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Crowne Plaza -- fancy name, bad service
Posted by on
Crowne Plaza hotels are owned by Marriott and the Intercontinental Hotel Group. We stayed in the Crowne Plaza in Guadalajara, Mexico.

We left a wake-up request with Reception, but we also tried to set the alarm clock. The instruction booklet was missing, and we could not set it. We phoned Reception and asked someone to show us. A maintenance man arrived. He fiddled with the alarm/radio/CD player but the wrong wake-up time remained. He left with a promise to exchange it for another alarm. He did not do this, but returned to try to program it again. When the wrong time continued to appear in the display, he insisted that it referred to the position of a CD.
There was no soap in the bathroom. We phoned Reception for soap. When we prepared for our showers, we noticed we had but two bath towels and only one hand towel. Since we had already made two calls to Reception, we decided to make do, and get to sleep as early as feasible. We did not ask to change rooms because we only slowly discovered one deficiency after another, and we were staying for only one night.
Imagine our chagrin when the alarm went off in the middle of the night. Evidently the maintenance worker hadn’t known what he was doing. The alarm/radio/CD player looks like an interplanetary visitor. The method of operating it is not apparent to people of normal intelligence. Evidently the trained maintenance people cannot figure it out either.
In the morning we discovered that the coffee maker could not be used because the coffee pot was missing. Anyway, there were no packets of sugar and creamer.
I have stayed throughout the hemisphere in expensive hotels and many other lesser facilities. Not one of them has delivered such bad service. I hope that Crowne Plaza will not blame low-level employees like the chambermaid or the maintenance worker. Who is watching over their performance? Who verifies employees’ familiarity with the equipment or competence to operate it?
For a chain with a fancy name, their hotels (if this experience is typical) are the pits.
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KCRovert on 01/21/2007:
In the dozens of hotels I have stayed, I have NEVER seen an instruction manual for the clock radio. The basic process for setting them is relatively standard from my experiences. And if you can't figure it out, and are afraid of being awaken in the middle of the night, why not just unplug it?

With all of your claimed hotel stays, I am surprised you could not figure out how to unplug the clock radio.
Anonymous on 01/21/2007:
Did you ever get the wakeup call?

Marriott is not part of the Intercontinental Hotel Group.
Skye on 01/21/2007:
I also am wondering if they ever received a wake up call??
BobJohn on 01/22/2007:
We had a coffee maker without a pot too. Turns out you put a cup where the pot should be (there is no pot) and you get one cup of coffee. I almost called reception in one hotel but my wife figured out how it worked. We always carry our own travel alarm.
Anonymous on 01/22/2007:
Wakeup call's, coffee machines and clock radio’s they all make me crazy so I don't use them. But I think at least from my experience Marriott hotels are a bunch of HIPE! They are over priced for what you really get and I have never had a good experience with them.
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Poor Custormer Service
Posted by on
I have been traveling for years and understand the parameters and variations of hotel policies. However what I do not understand is the unprofessional behavior and blatant attitude from customer service representatives or front desk receptionists who have no regard for common manners.

If this is any indication of the way the Crowne Plaza treats potential guests, I hesitate to think of the attitude one would receive when they actually arrived.

I will not being staying at the Paramus, NJ Crowne Plaza or any other in the chain for that matter.
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i_am_canadian on 10/24/2009:
What specifically did they say or do which was so rude and unprofessional?
Ytropious on 10/24/2009:
Going to wager something along the lines of a typical M3C "rudeness" complaint. Receptionist said something innocent and OP found it rude, receptionist didn't look them in the eye (not "rude" under any circumstances if you ask me), receptionist answered OPs questions correctly but failed to do so with a smile and upbeat tone. You could bet just about anything.
i_am_canadian on 10/24/2009:
I'm willing to give the consumer the benefit of the doubt this time, but only if she will elaborate on the incident.
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