ANA Crowne Plaza Chitose by IHG — Hotel in Chitose

I hate it that I was asked to write this because I was intending to just slink away, lick my wounds and just never stay here again- lesson learned. But you guys have sent numerous requests for a review- so hopefully this will stop the autosent messages. I booked through the IHG website and had my preferences filled out prior to my arrival. When I got there, the entry way was beautiful! I felt akin to Cinderella arriving at the ball! The front desk employee seemed rushed, but I get that- I work front desk myself, you get overwhelmed at times. He put me and my guest in a room that was preassigned. (Keep in mind in my preferences I ask to not be real close to an elevator and high floor prefered.) The room was literally the closest room next to an elevator on 2nd (out of 4 floors) and the room stunk really badly. So, maybe we should have just kept our mouths shut in hindsight, we went down and asked we be moved. He assigned us another room, clearly irritated that we were demanding more of his time. We went to that room and the shelf literally FELL OFF THE WALL landing on both of our foot! This was not a small, NOR LIGHT shelf! So, a bit nervous to have to ask this man for another room- we decided that we had to! We have an 8 year old and he can't be in danger all because we're intermediated by a rude, overworked agent at the front desk. We explain that the shelf fell off the wall and my toes were throbbing due to that! He didn't offer an apology, instead saying "so what? You want another room?" My guest spoke kindly to him and said yes, and could we please pay extra and receive a room on a high floor with a bigger bed than the full we had previously been offered- we booked a king not a full. We are both 250 pound women who won't fit in a full!! So he sigh, again clearly annoyed with our existence and requests- he says no, there's nothing bigger and puts us in our last room. It definitely wasn't by an elevator! The actual FURTHEST we could be from one actually. When we opened the door my first response to the room was "oh man, we really made that guy mad. He put us in the WORST room they have!!" There was a separation between the ceiling and wall, the couch had an entire section missing, the bed was definitely a full (we took measurements) and the room smelled like pot! But at that point, can you only imagine if we'd of went and asked for something different?! He'd of assigned us a spot to sleep in the parkinglot!! So we dealt with it being we were in dire straights with our new home not being ready yet- we guessed we'd take turns sleeping since we both couldn't fit. Then my guest had to use the restroom. Holy cow! That is the LOUDEST fan I have ever heard!!! It was insane! The bathroom was so small you had to turn sideways and squeeze yourself in past the door. The housekeeping ladies were always pleasant, although we never used them- we stayed over a week and made sure we left it how we walked into it. Although we tipped housekeeping handsomely just because a friendly smile was worth it in that hotel! The breakfast was good at first, repetitive over time but the best coffee I've ever had. The attendant looks mean but was really cool and very sweet once I got the nerve to speak to her! The social was a let down, but I don't stay at hotels for their social night. The guys who were doing the food were pretty awesome though!! We got charged a pet fee multiple times, we addressed that already though and it was figured out after we explained to her we already paid for the xs dog we had for 29 days! We weren't told that if you get locked out at night you have to make someone mad at you by waking them up? to let you in. So that was weird- but I get it that not all front desks are 24 hours. The parklot is a battlezone- it's every man for himself out there and the weak link has to park a couple lots down in the doctor office parking lot due to lack of space. When we left, I thanked the staff of the place to sleep *if it was my turn in the bed. But I dont have a clue what would be able to change my mind and make me want to ever, my lifetime stay at this staybridge- possibly ANY staybridge again. This one put a bad taste in my mouth. In fact, we STILL don't have our home ready to move in so were still doing a hotel but after that we decided we didn't even trust IHG!!! So now we're at a choice hotel! I absolutely think we should be compensated or refunded for our entire stay, do I expect that? Absolutely not. After my interactions with the employees that had the power to refund us...like I said, I'm just thankful we were given a place to sleep indoors. But it sucks because staybridge lost someone who is a good guest- and I will definitely not lie about it when asked, so I imagine some revenue will be lost due to word of mouth also. I hope that guy moves on to something he enjoys so he doesn't treat anyone else badly. We were stressed enough due to our situation, he just iced a cake that he shouldnt of. But like I said. You live and you...

Treated very poorly and even canceled our reservation early because we complained. We had multiple problems with the key cards that would intermittently not work on the outside doors or our room door. Would sometimes work on the outer door, then suddenly stop working on our door. We were very patient and let them know about the problem several times and they offered no solution. We would ask for a new key card which didn't always work. Once our door lock battery died and after they fixed it they re Keyed our door even though our cards were working at that point, and didnt communicate that they were going to do so, and we were locked out again. We had dogs in the room so it was a problem if we couldn't get back into the room to them. We also had asked for fresh bedding one night. They gave us bedding of the wrong mattress size and forgot the comforter. When we let them know, we were again, very patient and told them we needed king size and the comforter. They brought us another set, it was king sized but still no comforter. We asked a 3rd time, and we were brought a king sized duvet and not the comforter. We let them know we still needed the comforter and never recieved it. Our last night there, my husband had to ask for a new key card again because it let him in the outer door and stopped working for our room door again. He was met with a blank stare, the front desk staff was incredibly slow to reply to him or help him, acted very strange, wondered if she was on some kind of medication or drug. It took 15+ mins just to give him a new key card, he started loosing his patience and was upset at the poor customer service. At the same time as he was walking away from the counter with his new keycard, there was another guest? Or a homeless woman on drugs or recovering from drugs who started harassing him. The staff did nothing about this and let the women stay in the lobby. My husband ended up leaving the premises to get away from this women. I met up with him and we were going to head back together and we found out the manager was ending our reservation over the incident. Completely uncalled for and overboard. No apology offered for the poor treatment from the front desk who appeared drugged. No offer to resolve anything, just a snap judgment that was way overboard. He seemed to have something against us because even when we voiced our complaints before, and in a very civil and patient manner, the manager got weird and started talking about feeling like he thought we thought we were being targeted, which was way out of left field and not the case at all. We simply wanted them to communicate with us when they were changing the door lock and needed new keys, and to have our room cleaned when we asked for it. We kept the do not disturb because of the dogs, and when we told them they could clean the room, they didn't and did the next day instead, which wasn't as convenient for our work schedules. It felt as if the manager was actually targeting us, he brought it up as if projecting because he actually was targeting us, even though we didn't feel that way initially. After he got weird and said that, it started to feel like they were treating us I poorly on purpose. I would no longer even get a smile and a hello when walking by. Being fed up with the poor treatment and voicing complaints the way we did, was no reason to end our reservation. We did nothing wrong, we were paying guests who dont do drugs and never caused problems. Unlike some of the other guests who seemed like homeless people using the room for drugs. Which we heard some employees were also doing drugs on the premises. There were also problems with homeless people in the parking lot frequently who seemed to try and sneak in or brake in at times. Overall not a great place to stay, and the horrible treatment from the manager will prevent me from ever recommending this place or ever staying...

I came to check into this hotel for one night to allow my floors to dry at home and get a full night's rest. It's was far from that. I checked in between 9pm-10pm requested the latest checkout being a platinum elite that is 2 pm the following day. The guy at the front desk George was very nice, inviting and polite . Gave me my keys directions to my room and I was on my way. I found it strange I wasn't offered any sort of welcome bag or anything and this property doesn't serve breakfast due to the kitchens in the rooms which was another bummer for me. I came to relax not cook. As I am also 6 months pregnant. So I head to my room thinking well this is getting interesting already. I go upstairs to the 2nd floor I was in room 203. I went in sat all my things down on the desk and my toiletries in the bathroom and proceeded to take the cart back down stairs I went back out the door headed towards the elevator heard my door shut hopped on the elevator went down dropped the cart and immediately headed back upstairs

Upon getting toy room I inserted the key and noticed at that very moment that the security lock on the door jam was engaged. Weird cause you can only engage it from the inside. So I push pull and try the key over and over and nothing. Wow I am in total shock at the moment because I cannot get back into my room and I am tired my phone cards and everything is in there. I see a guest walking down the hallway from the stairs and ask him nicely could he call down stairs and ask the front desk to come up to my room as I am locked out and can't get in shortly the security guard comes up with a master key and realizes oh this is gonna take more than a master key he has a chain and lock in his other hand and proceeds to question how did this happen I tell him and he's like ok let's figure out how to get in after carefully exsaming the door we moyice someone's reflection. Behind the door white or light skinned guy bald head no shirt muscles about 5"9 and I freak all the way out. He starts yelling obscenities at the person and at that moment he calls 911 he also informed me that this guy fits the description of a guy they had problems with the night before. Now I'm really scared cause how did my night if relaxation turn sour so quickly. So we try to get in the door we wait on the cops all comes to nothing uutil I remember I seen a video on how they get these types of locks open when a person doesn't want to leave and the lock them selves in needles to say after about 3 hours I finally get in the room after going to get a rubber band upon entering the room no one was there so whoever was there must have fled when we left to get get the supply's for the break in. After that I was traumatized to the max only to have the hotel staff telle no we have no room available too e you to and no we won't refund you I made a formal complaint no one ever returned my calls and I was basically stuck with that room and no way out but to sleep in the lobby which I was told was against hotel policy and I would be removed if I tried to do so.iean talk about hospitality. I will never set foot on this property again and I ihh has done nothing rectify with me either. Guess they really don't care about the well-being of their guests elite or new to ohg rewards. Cause I am so disappointed and the police never showed up. Horror story at it's best. Wish I would have gotten paid for...