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| - I had to be in Arizona for a Company trip for 11 days which I stayed at another hotel in Scottsdale. My flight home was cancelled last minute and I had to stay another night in Arizona. My company gave me a choice to stay at the the hotel I've been staying at or Crowne Plaza in Phoenix. I chose Crowne instead because it was really close to the airport. Although the other hotel has provided me with exceptional customer service experience, Crowne plaza was more convenient. Little did I know, it would be the worst experience I have ever had in my life.
I waited about 20 minutes for the front desk to check in when I first arrived at the hotel. There 2 were two people at the front ( a man and a woman). The man was helping a lady which was there before I got there. The woman in the front just kept answering the phone although she saw me waiting. Once she was done, her supervisor was talking to her for about 5 minutes. He scolded her about not switching people to a different room. They both saw me standing there waiting, but did nothing about it. After 20 minutes of waiting, the woman finally called me up to assist me. She did not apologize for the long wait or anything. Basically, asked me for my first and last name, gave me my room keys, and how to get up the elevator. She didn't thanked for me for the stay or anything.
I went to my room to put my luggage inside. I tried to close the door and the door did not close! There was a piece of metal at the bottom sticking out of the door. I was hungry because I haven't had lunch, but refused to order their overpriced food from the hotel's room service. Can you blame me? It cost an arm and a leg for a tiny sandwich! I was about to walk to Ruby Tuesday to get something to eat, but I can't leave my room because my door won't close. I called front desk and told them about the door. They said they will send someone up to repair the issue. The person didn't say how long it would take, so I just decided to watch some TV in the meantime. An hour goes by, no one came up. I called to check again, the person that picked apologized and said they were extremely busy. I told her it was ok and just went back to watching TV. I was so into my show that I forgot about the door situation and food. I checked the time and 2 hours has gone by! At this point, I called and told them what happened and ask to just give me a new room with a working door since I need to get food and didn't want to leave my luggages unattended. The person said "unfortunately, we don't have any rooms available." That was a lie since I overheard the manager told the front desk cannot change rooms for anyone. It's not about getting a new room or not, I just needed room with a door that closes! She stated she will send a technician up.
Finally, a technician came up 3 and 1/2 hours later. He didn't look very happy when he knocked on my door. He asked me what was the issue, so simply replied that my door cannot close. He examined the door and said rudely, "there is a metal piece stuck there, that's why it did not close." I told him, I do not know how to remove it nor do I have the tools to remove it or else I would've just done it myself. He fixed my door within 5 mins and left.
I checked out around 9:15AM to catch my flight home 11:30AM. This time my check process was very fast. The woman asked me what room was I from and asked if I had received the receipt paper (which they slipped under the door of my room). I told her my room number and that I did receive it. She informed that I was all set and that was it. I asked her if she can scheduled me a shuttle. Another lady interrupted to ask her a question and she replied to her and also thanked her for her stay and to have a safe trip home. She turned over to me and told me that the shuttle will be here at 9:30 and that was it. Still, she has not thanked me nor did she tell me to have a safe flight like how she did with other people.
Although I've read many reviews about Crowne Plaza having nice staffs and great customer service. I did not experience that at all. I will be getting a survey regarding my stay via email, and I will surely let them know how I really feel about it. I will definitely based the survey on this experience. By far, this hotel is the worst hotel I've ever stayed at. I should've just stayed at the hotel that I have been staying at in Scottsdale. I rather pay $50 for uber for the airport transportation from the other hotel than staying at this hotel even with the free shuttle ride. It was not worth my stay!
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