"Very disappointing experience – far below Crowne Plaza and IHG standards
I had a very disappointing stay at Crowne Plaza Paris, especially as an IHG One Rewards Platinum Elite Ambassador member.
From the beginning, there were several serious service failures. At check-in, I clearly asked the receptionist to take payment for both of my consecutive reservations. Instead, she charged an additional amount only toward the first stay without explaining this properly and failed to allocate it to the second reservation as I had requested.
I was also told that my room could not accommodate an extra bed, which caused major inconvenience as I was travelling with my children. We spent hours outside the hotel until around 2:00 a.m. trying to find alternative accommodation. When we finally returned, another staff member told us that the room could in fact accommodate an extra bed, and one was provided immediately. The stress and inconvenience caused by the incorrect information were completely unnecessary.
The billing situation became even worse when the first reservation ended. I believed both stays had already been paid, yet our room access was blocked and we were not allowed back in until I made another payment. At the time, no one could properly explain what had happened to the additional amount already taken from me. Only the following morning did the hotel admit that their colleague had made a mistake and that the extra payment had not been applied correctly. I was told the amount would be refunded later. This directly affected my travel budget and was extremely frustrating and embarrassing.
I also asked for assistance with using my complimentary IHG night, but the hotel did not help me or offer any meaningful guidance.
To make matters worse, on two separate days my room was not cleaned at all, despite the housekeeping/clean-room sign being displayed. When I contacted the hotel and asked for the room to be cleaned, I was told that the housekeeping staff had already left and that nothing could be done. For a hotel of this category, this is simply unacceptable.
Overall, the experience was marked by poor communication, incorrect information, billing errors, lack of housekeeping, lack of ownership, and very little effort to resolve problems caused by the hotel itself.
I expected much more from Crowne Plaza and from IHG, particularly as a loyal Platinum Elite Ambassador member. Unfortunately, this stay fell far below the standard associated with the brand.
I hope IHG management reviews this experience seriously and takes appropriate steps to address both the service failures and the lack of proper guest support."
