Crowne Plaza Hotel - Service at Crowne Plaza Grand Rapids Airport

Posted on Wednesday, June 6th, 2012 at 11:03pm CDT by 1a5b255c

Company: Crowne Plaza Hotel

Location: 5700 28th Street SE Grand Rapids, MI 49546
Grand Rapids, MI, 49546, US


Category: Other

I am disturbed by the quality of both the equipment and service complaint responsiveness at this property. Overall, this property is in a state of disrepair.

Specifically, despite multiple attempts to correct a non-functioning room lock (Room 546) and spending over 30 minutes waiting outside the room at various times, no action was taken by the staff. When I requested to see the manager, there simply was no response. When I pursued the matter further, I was falsely told by the front desk (Jessica Biber) that there wasn't one on duty until the next morning, when in fact she was in-charge. When I complained that the exercise room temperature was set at 79 degrees on the morning of 6/6, again, no action was taken to correct the problem.

There is a pattern of mis-management at this property, and it does tremendous damage to the brand image of Crowne Plaza as well as to customer loyalty. 24 hours later, I have yet to see the General Manager of the property in person. His name is John Laqazo.

One gets the feeling that they effectively do not feel the need to respond to customer complaints and pride themselves in being unresponsive to customer complaints, hoping that the guest simply checks out before they would need to take any action. Utterly unacceptable!


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