Crowne Plaza Hotel

Initial Business Response /* (1000, 5, 2015/07/29) */
Unfortunately, any bookings made through a third party like hotels.com is non-refundable. It appears that Hotels.com out of goodwill have already refunded $100. This case is best handled by hotels.com based on their own reservation booking...

policies. The hotel is unable to modify or cancel any reservation that is made through another third party.

Tell us why here...
We tried cleaning the mattress to bring it back into rentable stage. Housekeeping spent countless hours curing the smell. The smell keeps re-appearing because mattress is heavily soaked with urine.
we rented the room couple of times because guests booked that specialty ADA...

compliance room. Both times we received negative comments online. [redacted] and tripadvisor has comments posted mentioning the smell. (we also had to discount both rooms)
Mr. [redacted] wanted to pay deprecated value which I disagree because I am not charging him anything extra for keeping this room Out of order since it is not generating any revenue for us. OUr rate at the hotel varies based on business demands. Next week alone our rate is 159.00 per night. I am losing revenue on this room since it cannot be rented due to smell. (revenue loss for Mon/Tues/Wed/Thur is 636.00-next week)
Hotel is only charging him for replacing the mattress. The mattress is commercial grade Crowne Plaza Specification plush mattress. Hotel has placed the order and but wait time is 12 days.
please let me know if I can be any further assistance to you and MR. [redacted].
thank you kindly,
[redacted]
Manager on Duty
Cell/[redacted]
Hotel/[redacted]

Review: On December 19, 2014, I was asked by a Church Member to charge $2000.00 for a Party she was having on the that day December 19. This information was confirmed with [redacted](Hotel Sale representative), who I then gave my credit card to for payment. [redacted] then informed me that she would take my card in her office, scan, and returned to me with a receipt for the $2000.00 charge, which she did. My receipt given me confirmed that I was charged for only $2000.00. On January 19, 2015, while reviewing my bill, I noticed a charge made on December 24, 2014 for additional $2166.19 in addition to the $2000.00 authorized amount. I immediately called the Crown Hotel inquiring about this unauthorized charge, assuming it was done in error. I spoke with [redacted] and also [redacted](General Manager of the Crown Hotel, formerly Holiday Inn), who initially apologized and said they would refund my card and follow up with the individual that owes them, but to allow 24-48 hours to complete. On January 21, 2015, at the end of 48hrs, I called Ms. [redacted] first, then Mr. [redacted] who said they were unable to refund my [redacted] card, because the individual responsible for their bill did not pay them, so I was then responsible for any additional charges made by that individual. I was never made aware of contracts or details on payment arrangements EXCEPT the $2000.00 I authorized on December 19, 2014.Desired Settlement: Crown Hotel to refund my [redacted] card for the $2166.19. Also have a Independent consumer review board review Hotel Policy, and correct as applicable to AVOID this unfortunate situation in the future.

Business

Response:

On Dec 19, 2014 the church group had 5646.00 event. Ms. [redacted] provided us with her credit card for 2100.00 and we were under impression that the church will settle remaining balance on the day of the event. We made numerous attempt trying to collect the debt owed and finally we went back to the file and billed the credit card that was on file provided by one of the board member. This finally got their attention and another member from the church called on January 19, 2015 to pay for the balance and we immediately credited Ms. [redacted]'s account. Thank you kindly, [redacted]

Review: the desk guy at the hotel withheld my deposit. I was told because of ashes that he saw, in a non-smoking room. $50 total,and he said he had pictures on his phone, but when I asked him to show me,I didnt see any ashes, or shown any pictures of anything. The police were called too. so, I was charged $57.50 deposit fee. "incidentals deposit", and zero was returned to the card, over the odor of a cigarette, if I was to say, in the room.Desired Settlement: the deposit should be placed in full back onto the gift card.

Business

Response:

Good Afternoon,

I am replying to a letter which we received

regarding a complaint from Mr. [redacted].

Mr. [redacted] was a guest our ours, and he was charged for smoking fee for

smoking in his room.

We normally charge $280.00, although his CC would only authorized for the

$50.00.

Please review the following backup.

-A copy of the folio

-A copy of the signed registration card, which he clearly initialed the

smoking policy

-Attached is also a picture taken of the cup being used as an ashtray and

the ashes that are the table in in the guestroom.

Please feel free to contact me with any questions or concerns.

Crowne Plaza Hotel

5321 Date Ave

Sac Ca 95841

[redacted] ext #[redacted]

Review: I stayed at the Hotel Monday April 13 in room 133 and hotel referance number 0793389, the hotel charged my additional $280 claimming I smoked in the room, I never smoked in my life.Desired Settlement: Please refund the $280 charged on my card

Business

Response:

Company states: We did take a picture. They also initial the policy stating that if they smoke we will charge a fee. When the maid comes to check the room they noticed the smoke.

Consumer

Response:

I am rejecting this response because:I repeat I never smoked ever in my life, and these very small amount of ashes could have been there from before.

Review: My daughters wedding party reserved over 20 rooms at the Crowne Plaza for April 10 and 11, 2014. In December 2013 we reserved adjoining rooms. We required them because a large wedding party getting hair and make-up. We checked into the adjoining rooms but did not enter one, we left the key at the desk with my son's name on it. When he checked in later he was not in the adjoining room but a room across the hall. When we questioned the desk they said we made a mistake, we did not have the adjoining room. They insisted we made a mistake. I asked them to ask the gentleman who had our room if due to the wedding would he move. They refused insisting we made a mistake. My daughter was quite upset, the night before her wedding this was uncalled for. The Crowne Plaza never spoke with my daughter apologized to her. When we checked out on Saturday one of the desk clerks slipped and said, "oh that room is for a preferred customer. We didn't know you needed the adjoining room so we have the room across the hall." I was furious and then wanted to speak to someone higher up. Another person behind the desk then said the room would be "complimentary" because of the disruption, upset to my daughter and most of all lying saying we made a mistake. Crowne Plaza then proceeded to charge the room to my Capitol One card. When I disputed the charge and received a credit Crowne Plaza then charged the room to another card I had used on another room. They had no authority to charge another card. I believe they did this because they did not go back to Capitol One as they should have done. I have since found out that Crowne Plaza has had many staff changes, the new manager says he wants to help yet does not return my phone calls. My mother, my daughter, my 2 sons and other people,heard the desk clerk tell me the room was complimentary yet they refuse to credit my account. Complimentary means free, not charge at a later date on another card.Desired Settlement: I was told due to the stress, upset to a bride the night before her wedding, not apologizing or acknowledging their mistake and out right lying I was to to receive room 541 complimentary. I want my card credited the $333.50 they charged to my card. I paid for the other rooms my daughter and I used. I am merely asking for the FREE room 541 they told me I was getting. Our wedding party in total paid for over 20 rooms over the course of the 2 days. All those rooms were paid for.

Business

Response:

We have tried to contact this customer prior to receiving your letter and she has not answered our calls.

Consumer

Response:

I am rejecting this response because: Mr. [redacted] and I have spoken more than once so this is inaccurate. He last called me on Tuesday September 2nd. I also spoke with him about Aug. 20th where he told me that we would be going on vacation soon and not returning until the first week in September.I have responded in an email that as a school administrator I am in the process of opening school and will respond by the end of the week.

I have emailed Mr. [redacted] back and forth on Aug. 14th with information and attachments per his request. Again the Crowne Plaza lies about their interactions and send false information, as is my claim from the beginning. How can this person say I have not returned phone calls when I have spoken to [redacted] and emailed back and forth.

Review: Upon check-in pre authorization holds were posted to my checking account (11/21/15). On the next day,upon checkout, three payments were posted to the hotel. Two of the Three pre authorization holds were removed and one hold remained. Thereby leaving three payments and one hold on my checking account. I called the hotel on the first business day (11/23/15) to speak with the accounting iffice and supplied them with my banks' fax number to explain payment has been received and the pre authorization amount could be released. The accountant ing department failed to do so and is now away (for an extended holiday week & weekend). I cannot expect this to be resolved for another four days- totaling 7 days that my account is being attached when total payment has been made (in full). Once the bill is paid, the pre authorization total should be released IMMEDIATELY. Also, a second person should be able to make proper adjustment to financial records in the absence of another in accounting. This is unacceptable. I am being told that other guests are staying for free since this person is away on holiday and new charges cannot be posted? Absurd that this cannot be resolved! A fax number is supplied and my efforts fell on deaf ears. My money is STIL BEING HELD IN HOLD even after they have been PAID IN FULL!Desired Settlement: I would like the pre authorization amount ($194.90) released. A letter of apology for being ignored after they received full payment (posted on a Sunday), and a public report of their poor accounting practice.

Business

Response:

We received your complaint on December 7,2015. On that day, our accounting manager [redacted] immediately reached our to Mr. [redacted] by email and phone to resolve his issue. On 11/23/15 I do not know who he spoke with at the hotel, because he did not speak to either Ms. [redacted] or myself. As of today December Mr. [redacted], has not responded to either the email of phone calls which were sent to him after we received your letter. Please let me know if I can be of further assistance. I can provide a copy of the email that Ms [redacted] sent on December 7th. Thank you.

Review: I was at this hotel for a convention on August 17 2013 with another adult and an 8 year old.We pulled into a spot in the parking lot after someone just pulled out and went in to enjoy our day. We got there in the afternoon hours after the convention started and only stayed 4 hours. When we came out we noticed a large number "no parking, tow away zone " signs up everywhere now, when there werent any when we first arrived and then discovered our car was towed. We spoke to the attendant in the parking lot who sent us into the front desk. The front desk handed us a paper with directions to the tow company and said we would have to deal with them that it was not the hotels issue. With lack of funds on us, we couldnt afford a cab so we trecked miles with an 8 yr old to retrieve the car, which was cash only. The towing company ( [redacted]) said we needed to speak to the hotel that it was the hotels issue and that they were the ones who placed the call for about 50 cars to be towed out. The towing for sitting there a few hours was 211 dollars cash. We went back to the hotel and spoke with 2 general managers who claimed signs were up since morning, when in fact there were not because who could miss a 24x25 sign with large orange writing as they get out of their car? And who would park there knowing they would have to treck an 8 yr old miles to retrieve the car? Bottom line I assume the hotel was over consumed with the amount of traffic this convention pulled in and decided to put these signs up in the after noon to cover themselves from complaints when they decided to get some towed. Many people showed up on foot to retrieve their vehicles that day at the towing company with the same complaint. I find this to be a scam on the towing company for the amount they charged since it was not even 2 miles down the road and a very deceitful act and very poor customer service by the hotel .Desired Settlement: I would like a refund for the $211.00 towing charge

Review: This hotel is entirely under construction. It looks NOTHING like what's pictured on the hotel website. We were never told that the hotel was undergoing a complete renovation when we made the reservation or at any time leading up to our stay. The elevator panels are literally being held together with duct tape, the on-site restaurant is closed, and the lobby is also closed. We would have never booked this place for a romantic getaway if we had been told what we were getting. We are extremely disappointed and would leave if all other hotels in the area weren't booked up. The management's compensation upon check in was a $10 [redacted] card.Desired Settlement: We seek a full refund.