Crowne Plaza Hotel Sun Palace Beijing — Hotel in Beijing

I live in Beijing and I stayed at this location about a year ago. I chose it again for the May holiday this year because the pool area/fitness center were quite nice and the service was very good. A friend recommended that I upgrade to the club lounge access, and I did. With my points standing I was upgraded to a Suite which was excellent.

Unfortunately, this is where the positives end. Through no fault of the hotel, amenities were quickly taken away so the pool, fitness center, club lounge and restaurant were all closed shortly into my stay due to new Covid restrictions. I wasn’t even able to use my free welcome drink since the lobby bar was closed the entire time, too. Considering the fact that this was a splurge staycation the whole stay was ruined, which again wasn’t the hotel’s fault. What was the fault of the hotel is that they have offered no compensation for any of this and IHG has not responded to any of my inquiries about it.

What made it worse was the complete lack of AC during my stay. Temperatures exceeded 30c and when I finally asked about it they brought up a small fan. After asking a second time the next night and being ignored, I posted about the issue on a webiste. Finally, the next day the manager came up and apologized. He gave me a bottle of wine and offered me another room, a very nice gesture. However, since the AC had finally started in my room I didn’t see the need to move. I removed my initial review since the manager took care of the problem. Unfortunately, within hours the AC shut off again and left me tossing and turning all night in 29c heat (as shown on their own thermostat). So now on this very expensive staycation all amenities that I had paid for were unavailable and I was left uncomfortable in my own room because the hotel evidently wanted to save a further few bucks.

I checked out a day early, and to the hotel’s credit they didn’t charge me for the final night. As a Platinum Elite member I have contacted the company twice asking for some sort of conversation about my stay over the last week, but they have not responded. Even my Diamond Elite friend who first recommended IHG and club access is shocked at the lack of customer service. I’ve stayed at this location and many others before and have never had a problem. However, this stay, and the lack of response from head office, really puts a bad taste in my mouth.

To close I just want to say that the staff were still incredibly nice, and the pool/fitness area is very good. The club lounge and breakfast, while they lasted, were also excellent. I know closing all these things wasn’t the hotel’s fault, but I did pay for them and didn’t get to use them. I’m not looking for a refund, I would actually just love to come back and enjoy these things in the future, as long as there’s...

I am thankful for all the staffs that made my stay in China a wonderful and memorable one.

At the check in a lady directed us and informed us to wait for a while for the check-in. Nice to have someone to assure us, although we know that - good customer service.

At the front-desk, a guy assisted us with the check-in, upgraded the room for us and we had welcome drinks. We wish to thank him for taking the first step to really welcome guest to the hotel and made service with a smile.

The manager at the lounge (Monica) was very kind. She assisted us to make the Forbidden City Booking with the Concierge. It was nice to have someone to not only greet the guests but to also show concern and do small talk with them to build up rapport. Keep up the wonderful work.

The rest of the staffs were rather shy but also did their best in actively clearing out the dishes.

I would encourage all the staff to do the same too;

During breakfast ask the guest whether they would prefer coffee or tea and bring it to them. In the evening ask what they would like to drink, wine or juice or something else and bring it to them too. This encourage interaction too. In addtion, the staff may also regularly ask the guests if they need anymore coffee or tea or ask how was your day or did you have a nice rest today. (only the turkish staff did ask, if any eggs for breakfast.) Make it more personal. Print a list and remember their name and address them will also encourage guest to open up to you more. This will open up much better review from all your guests.

The food in the lounge was good. The chef did make changes to the menu regularly and pasty was fresh and nice too.We appreciate also the different types of salads that were prepared daily.

The room cleaning in the room was also efficient and the was done efficiently with change of towels and bathing amenities, bottled water and the room was clean and tidy with nice fragrance.

I also visited the bar for drinks for a few nights and the service was fast and good too with nice piano music for the guest and enough privacy for talking. We also interacted with one of the staff - likely Australian / US, and he chatted with us for a while.

I visited the swimming pool, and steam room and the facilites were clean and staff were polite and happy and efficient.

At one of evening I also visited your "Jun" Restaurant. The food was very tasty and the staff were polite too.

Lastly we want to thank everyone for making the trip a wonderful experience for us. We will definitely visit you again and would highly recommend the stay...

We arrived at the Crowne Plaza in the afternoon, from the airport. As the valet took the bags out the car, I suddenly realised I had taken the wrong suitcase from the baggage claim. The manager on duty began our check-in and called over the director of Guest services, Alex Li. Alex was incredible! He immediately found the number of and called the airline for me. Realising my bag had been taken, he set out to organise an exchange for me, should the other person get hold of the airline. We continued checking in - getting a free upgrade due to my having an IHG membership, regardless of my zero points - and went to the family suite.The room was brilliant. We had 3 adults sharing the area, but the living room, 1 bathroom, 1 extra toilet and beds in separate areas allowed for privacy and space. It was clean and well organised, and the view from the 20th floor was good.We left for dinner downtown, during which I received a personal call from Alex. He had stayed in touch with the airline counter and had found my bag! He spoke with the other passenger and arranged a direct transfer, which he later assisted me with (translating, negotiation, etc.) I was very grateful to him for his kindness and above-and-beyond service.At breakfast at ‘The Market’, we received a warm welcome from all staff. Everyone’s English was very good and the service staff were friendly and polite. Our table was also quickly cleaned whenever a plate was finished; a nice change in China. The food was nice for a hotel breakfast, with many options, and we enjoyed it.We decided to try the set menu from the ‘The Market’ for dinner. For ¥158, we had focaccia starter and could choose 1-of-2 salads, 1-of-2 soups, 1 main (beef fillet, pizza varieties or pasta varieties) and a drink (cold drinks, juice, house wine). I had the Caesar salad, pumpkin soup, medium beef fillet and a glass of red wine. The wine was OK, but the food was excellent! The flavours were great and the fillet was cooked to perfection. I was thoroughly impressed, especially for a hotel meal.Overall, the quality of the hotel and its staff - especially Alex - was superb. I was so pleased to stay there, that I changed my booking to an IHG hotel for the next stop of...