| rev:text
| - I recently stayed at the Crowne Plaza, and will not be returning.
Here are the issues I encountered:
1. My floor reeked of smoke (nonsmoking floor) and when I told the night auditor he said he would send someone up.
2. Same issue next night, told the night auditor again and he said 'I sent someone up before and they didn't smell anything.'
3. My biggest issue that left me completely in shock:
I went to the hotel bar one evening to ask about neighboring restaurants. Yascha (spelling?) the bartender was fairly rude, but the kicker was when a drunk guest said to me: "one more word". I said 'excuse me?' and he replied, "one more word and I'll %^$(ing kill you."
At which point I said, 'thank you and have a nice night' and I walked out while hearing said guest make a joke to the bartender about the look on my face.
I ended up walking back down about 40 mins later and the unruly guest was gone. I half expected Yascha to utter a simple apology for his behavior - instead, she was engaged in a conversation with another guest about his escapades dating an adult dancer.
Normally I would have spoken up, but being that I had already been threatened by another guest, I was admittedly off balance and felt like a fish out of water.
After patiently waiting another couple minutes I politely asked for a drink, at which she made me one while the other patron made a crack about me 'hiding in the bushes to wait for the other guy to leave'.
Fine, I understand Yascha is not responsible for the behavior of her patrons, but at that point I had to say something about the first guy who threatened me.
I said 'man, that guy was pretty rude, huh'. To which she nastily replied 'it's called having a sense of humor'.
Shock.
I said, 'excuse me?, I don't find that kind of thing funny'.
and she said while giving me the dirtiest look ever 'well, you took it the wrong way.'
At that point I was blown away. I said 'are you serious?'. and she just said 'yeah' and looked at me with a dead stare.
I said, 'I can't believe this is how you treat your guests' and she started ranting about how 'the guy was making a joke and I was now being rude to her'
Finally, I said 'I've heard enough - I don't need this drink'.
And then she walked over to the phone and proceeded to call security - right in front of me!!!
Utter disbelief.
I then walked the 50 feet to the front desk because I was blown away by how completely disrespectful and rude she was.
Great. Same night auditor (Sonny). Well, he had received the call from her and hadn't heard anything so, he treated me with only slightly more dignity then she had and he certainly didn't really listen.
The amazing thing was is that she had followed me to the front desk and started talking over me loudly and denying everything.
Well, if you've ever stayed at a place with half-decent service, you know that would NEVER fly anywhere else.
So, I simply walked away and went to bed.
The next day I returned from the office I was working out of (I am a business traveler) and saw a blinking light on my hotel phone. It was the manager Joe, who left me a message informing me that he received a report of an incident at the hotel bar and that I was no longer welcome at the bar.
Are you kidding me? Unbelievable.
I had one more night and I felt completely unwelcome and uncomfortable returning to the hotel after work, but I ended up working late, so I didn't have a chance to switch rooms.
On my way out to catch the shuttle to the airport the next am, I did ask to speak with Joe and he pretty much treated me with zero seriousness. In his defense, he only heard her side of the story, which I can imagine was a massive attempt to throw me under the bus because she knew she screwed up bigtime and that I would be complaining.
I hope this message reaches the powers that be and that make an attempt to seriously instill a higher level of customer care into their staff.
It was the worst hotel experience I have ever had and I will never return and I will urge my company to put our employees and guests up at a different hotel.
As an aside, I am in my mid twenties, and I couldn't help but suspect that had I been older that maybe Sonny or Joe would have taken me more seriously and treated me with more respect.
Shame on this hotel for letting a terrible employee throw a guest under the bus. This should have never happened.
For your money, the Holiday Inn is just as nice (much bigger bathrooms) and the Hyatt is only slightly more. Plus, no one should ever be treated this way.
Update: 6/7
After having made numerous in-person attempts to air my grievances in a professional manager with both the night auditor and the manager and having neither attempt treated with any real regard for my personal wellbeing, I'm happy I don't have to deal with this hotel anymore. (of which their website did NOT publish this same review.) G-d bless yelp. A hotel should first and foremost treat guests well.
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