Crowne Plaza Suffern-Mahwah by IHG

I’m posting this review after attempting to resolve the situation privately with both the hotel and eventually Linda Columbia who is the Diirector of Rooms and the booking platform, but unfortunately no meaningful resolution was provided. Linda said since I booked 3rd party by way of Booking.com that there was nothing she could do and told me to reach out to Booking.com. My husband and I stayed for one night at the Crowne Plaza Suffern-Mahwah by IHG on March 7–8, 2026. The stay turned out to be extremely disruptive. Around 11:00 PM, we began hearing a loud, constant whistling noise coming from the bathroom plumbing in our room. It appeared to be a mechanical issue with the pipes and made it very difficult to sleep. Shortly after we finally fell asleep, the hotel’s emergency alarm system activated, repeatedly instructing all guests to evacuate the building immediately. My husband and I evacuated along with many other guests and were required to stand outside in the rain for approximately 45 minutes while the alarm continued. What was most concerning was that no information was provided to guests about what was happening or whether it was safe to return. Once we were eventually allowed back inside, there was no explanation or communication from the hotel regarding the situation. The following morning we also received a receipt slipped under our door showing a Mastercard payment, even though the stay had already been prepaid through PayPal via Booking.com. When we asked the front desk about this at checkout, the staff seemed confused and somewhat irritated rather than providing a clear explanation. After more than a week of back-and-forth communication between the hotel and Booking.com, the only resolution offered was a $14.95 credit, which required me to submit my credit card information through a link to receive it. Considering the mechanical issue in the room, the late-night evacuation, standing outside in the rain for 45 minutes, the billing confusion, and the lack of communication afterward, this response felt extremely inadequate. I understand that emergencies happen, but what was most disappointing was the lack of communication and accountability afterward, both from the property and in the resolution process. I hope hotel management reviews this situation and takes it seriously, because this experience fell far below the level of service and guest care I expected from a Crowne Plaza property.

The hotel was beautiful and the staff were so friendly and attentive. The breakfast was amazing and I loved how clean the room was!

Nothing except maybe how dark the street is leading to the entrance.

The property and the lobby are beautiful! The rooms are nice and comfortable.

The window to the room was to the hallway and it was quite noisy at times

The staff were polite and respectful. The rooms were nice and clean and the whole hotel was beautiful. Love the bar and grill on site. The breakfast was delicious and area was also great. 10/10

Only thing is we didn’t have a luggage cart when we got there.

Excellent

Staff are very friendly.

It was close to the Sentinel where I needed to visit my uncle.

Nothing