Crowne Plaza Kitchener-Waterloo by IHG

Here’s a clear, firm, but well-written review you can post. I kept it factual and experience-based so it carries weight with other families: --- We chose this hotel specifically because of the family-friendly amenities advertised — a bowling alley, arcade, pool, and special activities for New Year’s Eve. Unfortunately, **none of these amenities worked**, and it completely ruined our stay. The bowling alley did not work at all. When we asked the front desk, they acted as if they were unaware of any issues. However, a maintenance staff member told us that it **barely ever works**, which was incredibly frustrating given that this was a major reason we booked the hotel. The arcade was just as disappointing. Multiple machines took our money and then did not work. We were told the machines are owned by a third-party company, so the hotel “couldn’t help us,” leaving us out the money with no solution. The entire property feels **run-down and poorly maintained**. On New Year’s Eve, instead of enjoying the amenities we paid for, we were forced to sit bored in our room. Even the TV didn’t work properly and had no signal. We attempted to use the pool, but it was **not heated**. Several families, including ours, tried to swim and quickly had to leave because it was far too cold. To make matters worse, when I contacted customer service afterward, I was told the bowling alley *was* working — which is clearly untrue and contradicted by both staff and numerous reviews stating it hasn’t worked in a long time. We were also told there was mini golf available, but there was **no equipment provided** to actually play. This hotel advertises amenities it does not maintain or provide. If you are traveling with children or booking based on these features, **do not stay here**. We were extremely disappointed and would not return.

Good location, great breakfast and nice staff.

I liked my room, the location, the night staff was very nice and helpful. I also loved the breakfast.

My Room

am writing to complain about the poor customer service I received during my recent stay at the Crown. I stayed on 01/07/26 and paid $160, which included breakfast. I needed to stay an extra night and paid $200, which I understood as the rate was higher. After being in court all day, I asked the front desk if breakfast was included, as it had been the night before. One staff member said she would check, but another staff member interrupted and rudely stated there was nothing they could do. The interaction was mean, dismissive, and unprofessional, and it ruined my stay. Because of this experience, I will not be returning. Sincerely, Kay

Location Mini put and Pool Very close to the children’s museum

Bowling ally was closed

We were warmly greeted by the staff and check in was quick. The rooms were small, but comfortable. The breakfast was better than expected, with many options to choose from.

We were looking forward to making use of the bowling alley - which was broken, the arcade, which also had many broken games, as well as the mini-golf. We were surprised to learn that mini-golf was an extra charge despite it's age and lack of attention.

A nice upscale feel without paying in the upscale price.

Still accepting minor hockey teams, although they were good enough to keep them on the bottom two floors so we didn’t have to listen to them running around the hotel

Excellent staff. Great breakfast.

Poor wifi.