Crowne Plaza — Hotel in Coahuila

I understand that upgrades are based upon availability. That said, I completely understood not having a room upgrade available. ||First, I was not recognized as an IHG Rewards member (let alone my Diamond Elite status). This comes with either a choice of bonus points or some amenity. No selection was proffered.||I was then told that no room upgrade was available.||Next, my booked room wasn't ready yet (normal check-in is 3PM, but Diamond Elite has early check-in) . This normally isn't a concern as these things happen. However, my business colleague who is not even a Rewards member was able to get checked into her room while arriving at the same time.😁||Finally is the deal with the lounge. Not only am I at the highest level of status within their program, I have a separate lounge access membership in My "Rewards wallet". This allows access to the lounges at IHG properties globally.||First, the receptionist was telling me that there isn't even an Executive Lounge at this hotel. I knew that they had one in the past, but sometimes these close for renovation or some other reason. I saw that they do, in fact, have a lounge at this hotel. I was then told since I didn't get the upgrade to an executive room (due to occupancy) that I could not have Lounge access. 😆 This has never happened before at any other IHG property. ||Even if the room is not upgradable due to capacity constraints, I have always been granted key access to the executive lounge, which is an earned privilege. Needless to say this is been a very disappointing first impression to a hotel that I have stayed at many times in years past.||UPDATE: After speaking with two additional employees, they were FINALLY able to grant access....I still had to ask about the bonus welcome points 😆....finally, upon entering my room, I see that the refrigerator has been removed...just a dusty 1970s-era ice bucket on...

We really enjoyed our recent stay at the Crowne Plaza in Torreon, Coahuila. Upon our arrival, we entered without being greeted. The young lady at the front desk promptly checked us in and had us on our way to the room in a flash. The room was clean, quiet and cozy with a view of the surrounding mountains and most of Torreon. There was a spot for a mini-fridge but no mini-fridge. I like to keep some milk and beer in the fridge when traveling. The room was in good order and there were only a few fit and finish details that most people would probably not notice. The air conditioner was a bit on the loud side but it really cooled the room down and it was sweltering outside. The pool was nice but has definitely seen better days. I watched several ladies fall on their bottoms, good thing slip and fall does not exist in Mexico, or does it for a USA based company? You guys should conduct a failure mode and effects analysis (FMEA) to see what you discover in regards to the pool and the slipping issues. My wife had been telling me for years how great the breakfast buffet was at the Crowne Plaza in Torreon, Coahuila Mexico, what a disappointment. The food had no soul and was lacking in both flavor and appeal. There are several local places to eat within a short walking distance and you can always uber or grab a local yellow cab and find a few great places to eat. We wound up eating breakfast every morning at Antojitos El Caporal right out the door across the vacant lot from the Crowne Plaza. Best gorditas and...

Crown plaza Torreon is a tired, amenity- lacking hotel. The plus is: food offerings were fresh, tasty and enjoyable. The waiters and waitresses: Their attention to the quality of their personal service, professionalism, and attitude. The bell Hops and the Bartenders were also accommodating and went out of their way to secure our luggage on check out and while ordering drinks. They were all knowledgeable and kind, These are the shining stars of your Crown Plaza Hotel in Torreon, MX.

The Cons: We booked w/ 2 other couples and we were celebrating our 35th Wedding Anniversary. 1) Despite booking the 10th floor, we were put on the 6th floor. Our refrigerator was broken, hindering our ability to keep medicine cool. Ice machines on multiple floors were non-functional, leaving us with no option but to retrieve ice from the kitchen. 2) One specific front-desk person lacked patience and professionalism, displaying arrogance and a dismissive attitude. Other front desk staff were adequate. 3) After 4 nights, our group was moved to floors 10 and 11 and the new key cards were unactivated and the refrigerator was missing. The carpet on floor 11 is very wrinkled and poses a potential hazard. Your hot and wet sauna has reportedly been out of service since the Pandemic-per your front desk staff. One treadmill belt is torn and another does not work. Overall, our stay was marred by a series of inconveniences and unprofessional service which diminished our anniversary...