Crowne Plaza Dallas Downtown by IHG

Location

Unprepared for guest long wait in check in line. Congestion regarding checkout Rude service at breakfast Long wait on elevator s

The staff

The room was small/out dated some wallpaper peeled off and toilet had to be flushed twice for it to actually empty. Took us 7 mins to get an elevator to come to us and they seemed sketchy and jerky

good size room and central location. Staff and breakfast were ok.

Traffic/outside noise at night. Failure to restock coffee and tea pods and face washer in room. Despite agreement for late check out hosekeeping staff knocked on door 3 times during this period. Very old property that needs major refurbishment or replacement.

ME CAMBIARON A UN CUARTO DIFERENTE AL DE MI RESERVACION SIN PREVIO AVISO

The Hotel Manager, Avery, was the only staff member who showed professionalism and genuinely cared about guests. Unfortunately, the rest of the team came across as unhelpful and disengaged, making it feel as though guests were an inconvenience rather than a priority.

This complaint is based on a verified stay in May 2026. I was celebrating my wife’s birthday, which I had clearly mentioned during booking. Despite three emails and a phone call requesting early check-in on a weekday, we were not accommodated and received our keys exactly at 3 PM after waiting for hours, with no explanation. The property was also misleading about amenities. The pool was advertised as open from March to October and was one of the main reasons we booked, but it was closed during our stay. The room was far below standard—more like a motel than a hotel. There were cobwebs under the counter, the refrigerator was awkwardly placed near the TV, and the balcony was filthy with dirty furniture, making it unusable. The AC did not work at all. Maintenance said there was no freon and it would take a full day to cool. We stayed both nights without proper air conditioning and had to purchase a small fan ourselves. Customer service was extremely unprofessional especially that african american man at FD. He talk like we owe him something, he don't want to help just sitting on his chair and giving his rude customer service. Front desk staff member was dismissive, rude, interrupted me, and even hung up before I could finish explaining. The room phone didn’t work, forcing repeated calls from my cell. When I called again he said he don't know when maintenance will come. Maybe 1 hour or 6 hours with no urgency. When I requested a room change, I was told to bring all luggage down before confirming availability—after we had unpacked. The lack of courtesy made an already bad situation worse. There was no customer service at all. Breakfast was also misleading—very basic with no variety. Staff asked us three times to verify if breakfast was included, which was embarrassing. Due to poor service we skipped it the next day. Overall, this experience was disappointing and insensitive. It ruined a very special occasion and broke our trust in the brand.

Location

I would like to express my disappointment with my check-in experience. When I arrived, two of the rooms assigned to me were not ready — they were messy and had not been cleaned. Only the third room was actually ready for use. Because of this situation, I lost about 45 minutes waiting for a clean and properly prepared room. After a long trip, this was extremely frustrating and unprofessional.

No me an devuelto el depósito

No me an devuelto el depósito

Very good, the location was very nice. The accommodation are very nice.

Couldn't get ps5 to work.