Crowne Plaza Kitchener-Waterloo by IHG

Costly Advice by Receptionist We were walk in customers around 8:30pm on May 31,2024. We had a room rate of CDN260.00 we found on Booking.com. We asked Receptionist if hotel could give a better rate. He said no, but suggested we try Traveluro as they often have good room rates. We could not connect with the site, so he checked on his computer and found us a rate of CDN232.00, so he booked for us. We only found out when we returned to Singapore that the rate the Crowne Plaza staff booked for us was in USD and NOT CDN. So actual cost to us was CDN324.00! We have patiently tried to resolve this with Crowne Plaza Kitchener mgm't, but they refuse to take ANY responsibility for their staff's error, that we have had to pay for. All of this is interchange was recorded on hotel CCTV camera, but they wont even look at the tapes. Just brushing us off. Stupid tourists I guess, for taking the advice of their staff.....

Provide customer service training for your staff! Worst hotel stay in my life, made even worse by the lack of care after the fact. Arrived to a room with NO AC - the room was blazing hot, I called immediately and was told that "the heating was turned off and the AC was not hooked up" Now this wasn't the case because my friend was in a different section and had AC. A room move was all I needed. Instead they bring me a fan, so for 3 nights at $200 a night I slept with a fan in my face, my daughter work up full of sweat. The screen door wouldn't lock so I couldn't keep that open at night. Then the last night I we pull down the blankets on the side of the bed we hadn't touched and were greeted with someone else's undergarment of some sort. It was black, no idea how that got tucked neatly into the bed, the bedding is white. I voiced my concerns at checkout and the agent told me that she can't help me and that a manager will be in an hour later, I should call back. I had somewhere to be at that time and that is why I went down to the FD early to discuss this. This agent had zero empathy and this company clearly doesn't empower their own staff to handle issues. I submitted a form, that was ignored, sent an email to the generic reservations email she gave me (didn't even give me a manager email) and no response. I finally got a response after I googled the companies team and included them. All in all they refunded me $40 for $600 stay. Unbearable sleeping conditions and other people's item, what a joke that they think $40 is adequate. Not even worth the fight because they do not get it. Just hope that other people make a smarter choice when looking for a hotel in the Kitchener Waterloo area.

Ugh After every honest review, miraculously the hotel will get multiple 5 star reviews, hmmm, not sketchy at all. Rooms, hallways are dark, dark, dark. All to hide the inadequate cleanliness. Lighting in rooms and hallways is abysmal. Moved rooms due to shower rod falling out of wall. Only allowed 2 keys for a room that sleeps 4?? Ran out of hot water in shower one night. Had to book with HTG for this hotel but will never ever stay here again, no matter how apologetic the manager's answer to my review will be. This hotel, above the lobby, and the rooms need major renovations. Wifi slow and useless, TV is 10 years old at least. If I wasn't staying with the team, would have checked out with my family and gone somewhere else. Stay away.

Terrible experience I was here for a conference and stayed 3 nights. I made a mistake as to the correct dates when I made my reservation but called 5 days prior to my stay to cancel 1 night's stay. Making a new reservation for the remaining nights was a nightmare and required repeated calls to the front desk to get it right. Each night I added I was charged more per night. When I got my credit card bill I was surprised to find a charge for the night I had cancelled. When I enquired I was told it was a no-show charge and that I hadn't cancelled the room. Several managers that I talked to said they would look into it and call back but never did. Hotel was adequate but was not cleaned until the last day of my stay. Administration and service is nothing short of terrible

Sad stain on the Crowne Plaza name. We were given a room located next to a noisy boiler room with a constant vibrating fan that sounded like gerbils perpetually running on a gerbil wheel in the ceiling above our heads. No bar of soap in the bathroom. After complaining, they moved us down the hall across from partiers who rallied all night. My daughter had an early morning competition and we got little sleep. The phone was broken with a constantly flashing red message indicator that the front desk could not remedy. The hotel was run down and the bar/restaurant was dead because there weren't many guests on a Saturday night. The location was good and the staff were kind but they were unable to salvage an awful but not inexpensive stay. Sad stain on the Crowne Plaza name.