Crowne Plaza Nanjing Jiangning — Hotel in Nanjing City

I would like to take a moment to acknowledge the outstanding experience I had as a result of my most recent stay at the Nanjing Crowne Plaza Hotel. During my business in NJ, there was unusually heavy snowfall. At the end of my week in China, I was scheduled to fly out to Beijing and on directly back to the US. The concierge staff was the sole reason I was able to reach the NJ airport in time to make the flight and international connection when I checked out. Jacob, whom I believe to be a desk manager, Isaac, and especially Jaivian, went above and beyond to keep me informed of the situation and help coordinate my travel from the Hotel to the airport. I had ordered a taxi for 10:00 am to drive me what is normally a 40 min cab ride. My flight was scheduled for 12:50 pm so I wanted to arrive no later than 11:00 to go through the check-in/security process for an overseas flight. Isaac was in touch with the driver as my scheduled 10:00 pick-up time came and went. The driver finally spoke to Isaac and informed him the standard 40-45 minute drive was now taking 3-4 hours due to the snow and resulting road conditions. I was not going to make my flight via car, nor any other road surface form of transportation. Jacob explained the situation to me and said the only real option would be to take the S1 subway line from Nanjing South Railway Station to the terminating stop at Lukou AP. I am completely unfamiliar with the subway system in China and was very apprehensive about having to get myself to the station, purchase the required fare and get to the correct platform/train, all with my luggage and personal belongings. Jacob instructed Jaivian to travel with me to the station and help me get through to the S1 platform as would be required for me to get on my flight home. Fortunately my originally scheduled taxi arrived (albeit late) just as we were taking my bags out of the lobby to begin the journey. Jaivian got me to the station, to the correct entrance, through the line to purchase the fare token, and was willing to walk me directly to the S1 platform from where my train was about to depart. At this point I felt comfortable enough to find my own way, so I thanked Jaivian and proceeded through the turnstile and on to my platform. My Friday flight out of NJ must have been one of the last allowed that day, as I was told once I returned to the US, the snow began again in NJ. The AP was completely closed down for the next two days. If not for Jacob, Isaac, and Jaivian I would have been unable to make my NJ plane and consequently my Beijing connecting flight back in time to be with my family for the weekend.

Thank-you Crowne Plaza Nanjing and your outstanding staff for all the help you provided me while I was so...

This is going to seem more negative, but take these comments in light of my overall score and recommendation of the property.

First, we were offered a choice of Asian or Western food for dinner upon check-in. There were several choices in each section. We also had the option to have the food in the room or in the restaurant. This was unexpected, but we happily choose potato salad/quinoa salad, spaghetti with beef/German sausage, and carrot cake/cheese cake. These were delivered at a pre-arranged time of our choosing. The portions were fairly small and the taste was ok, but nothing special. Still, as a free offering it was fine.

Unfortunately, the reason for this became clear soon after as we discovered that the Club Lounge was closed for the virus. This was annoying to say the least - I chose the room based on the use of the club. I feel as though the closing of the club should have been made clear either in the reservation or in a follow-up call/email to me. The price difference between a regular room and the club room was definitely not worth the dinner we received. And, frankly, at the end of August it seems like a cutback at the hotel rather than virus prevention to not have the club open. (I'm at the Intercontinental Sanya now, writing this review from the very open Club Lounge).

The room was nice. The bath took exceedingly long to fill, but was still nice to have a soak before bed.

We received free drink coupons (perhaps as IHG members or perhaps because the lounge was closed). These were redeemable for a number of drinks (including a beer or a glass of wine). This was redeemed without issue, but the server was not cheerful or friendly. I'd say she was a typical Chinese service industry employee... which, granted, we're in China where friendly service and small talk is a rarity. Still, at an international branded hotel, it would be nice to have a word of greeting or even a smile (or eye contact). I'd think that would be part of the training at CP hotels.

I share these mainly in the hopes that the management hears and takes note. This is a difficult time for the hospitality industry. A few small and cost-free tweaks could make the experience exponentially better. Friendly staff, especially, make for memorable stays and...

The facility has the potential to be one of the best in Nanjing, but the lack of professionalism on the part of the staff have ruined it for me. Having stayed in this property many times since my first visit in the 2005 time-frame, I can see that very little is changing; the same problems that existed years ago, still exist today.

IHG- you need to send someone unannounced, to stay in the hotel as a regular, non-vip guest and observe with the eyes of a business traveler. If you find the experience here to be typical of the expectations of Crowne Plaza, then your other properties are over performing by a significant margin.

Examples? My shower will not drain; within 5 minutes, I am standing ankle deep in water and a minute later, it is spilling over into the floor of the bathroom. The solution as I was told by the frond desk attendant - "do not run the water so much". Perfect.

Example- I paid for a room with a single king bed, what I got was a room with 2 beds stuck together. The hotel staff solution was to tell me this is normal. Perhaps in Nanjing, but tell this to the GM of the Crowne Plaza in Manila or Hong Kong or any other location; they are likely to disagree. Another example- the overall lack of gumption and hygiene in the dining area. dishes left open - when closed, re-opened by the kitchen staff - no sense of the staff stopping people from using used plates and utensils on return trips to the buffet and so on. I have pointed these out again and again and always the same; pledges of change that is coming, but somehow never arrives.

That is all for me at Crowne Plaza Nanjing. Holiday Inn / Aqua city has proven time and time again to have a better staff, better value and overall much better experience. Sad; the Crowne is a better facility overall, but it needs a huge turnaround on the part...