Grand Crowne Resort — Hotel in Branson

This place could use a little more improvements. I was a little apprehensive about this property when reading other reviews & looking at the 1 bedroom photos on their website. We booked this resort from Capital Vacations knowing that we would get a reduced rate for doing a timeshare presentation. At first, the hubs and I booked a studio but my in-laws wanted to join so we upgraded to a 1 bedroom that is made for 4 people.

Upon arriving, we were told to check into the Welcome Center, which is a couple miles from the property. They were really nice and gave us a welcome packet, etc.

When we checked into the property, the front desk employee was sweet and she then directed us to get a parking pass from the Capital Vacations area. We spoke to a gentleman at first but he books the entertainment stuff and said we had to wait to speak to one of the other gentlemen. Fair enough, we only waited 5 minutes. The gentleman giving us our parking pass needed our IDs and a credit card to verify our information. That's odd because we just did that at the Welcome Center. He then reconfirmed our tour time and date, which I knew because we were told the details at the Welcome Center just 20 min prior.

While he is filling out our parking pass with the check in and check out dates, he then says outloud, not once but TWICE our room number and spells out my last name. I then inquired if he did that to everyone and he said that was their procedure and that I am the first person who questioned him on that. What??!! No, that is NOT ok with me & I explained that it was a security issue to let others in the room know where we were staying. He then dismissed me and said "No one is paying attention." NO! You don't know if anyone is paying attention.

After getting our parking pass, I went back to the front desk to explain how it is NEVER ok to say a guest's room number aloud and although the employee apologized, he explained that it was how they always do it. He did black out my last name since it is very distinct. I explained to him how he is making victims out of their guests for anyone who looks into cars since it connects the car with the last name & room number, plus dates of stay.

After checking in, I was relieved that the bathroom was NOT actually in the master bedroom as depicted by the pictures. The 1 bedroom is really meant for 2 people as you would have to hate your family/friends to make them sleep on the pullout couch. The spring mattress is maybe 4" thick and my & hubs' bodies hurt from sleeping on it. My MIL offered to switch with us but we would NEVER allow that!! The place is spacious and clean. Things are new and not run down at all. However, you cannot have the pullout bed open and open the door fully.

Josh who booked our show using the entertainment credit was really sweet and super helpful. However while getting our show tickets, the original employee who gave us the parking pass gets up and says "Alexa, play some music." Oh, so you're saying no one is paying attention?? Incorrect! Alexa is ALWAYS listening. Being in a military proud area, you would assume that they would handle people's personal information much better.

The housekeeping employee was AMAZING! He got us the extra bedding items we needed for the pullout couch.

The fitness center is nice. It has 4 treadmills, 2 recumbent bikes, 2 ellipticals, and a weight area. The entire floor of the pool is antislip & there are 2 chairlifts into the pool.

They have a Veterans Memorial that is just simply awesome. It may be small but it is well put together and represents all the armed forces.

Except for the male employee who gave us our parking pass, everyone was AWESOME and definitely treated us well. I would suggest Capital Vacations and the property completely revamp how they handle guests' information and buy some mattress toppers for the pullout couches. They can be an item upon request because I know not everyone will use the pullout couch, but my expectation is that if a room is supposed accommodate 4 people, it should accommodate ALL 4 people...

This is the worst facility in Branson, simply due to the management staff. They are in complete disarray. They do not show compassion to anyone and they simply do not care if things go awry. We have stayed there many times when it was under Surrey and were always welcomed by the entire management staff. Why did they let Smith go anyway? The replacement staff under Capitol resorts have no business running a resort. The rooms are dirty, the staff cannot even help book rooms, as it is now done completely off site. Very inconvenient. We spent over $5,000 to stay for a while as non- meme era for work. We were overcharged an additional $2,300 because the rate the corporate office quoted was not honored as promised. The new “director” Kim, was completely obtuse when this was brought to his attention. He acted as if he could care less about the overcharge and lackadaisical attitude of his staff. We were able to re-coup the overcharge after 2 months of back and forth and the office “man anger” was only interested in her numbers lining up for a corporate report rather than admitting it was herself that had caused the situation by NOT relating important information to the corporate office as her job would have entailed. When brought to her attention, the same attitude of not my problem was displayed. Literally she personally caused the situation yet took zero accountability. I’ve been on the time share industry for a very long time. These people are the reason that so many people are disillusioned with it. They will take your money and then forget that their job is to see to it that their guests are well taken care of. I’ve never in 17 years seen such a blatant disregard for customer service. It’s quite sad as this property used to be one of our favorites. Now it seems that Capital Vacations has decided that they will skip the service part and have become more of a money transfer company. The rooms had mold and the carpets were deplorable. The requests for simple things like trash bags and dish soap went unanswered time and time again. The maintenance crew seemed quite capable however and they deserve better management than what Capitol has out in place. Never saw the housekeepers gather trash except once a week as the cans overflowed onto the concrete floors on our level. Security was completely lax as one of our cars was broken into 2 times and nothing was done. The security was also extremely unfriendly as were the housekeeping staff. To get a smile from them was impossible as I imagine they hate working for these people too. What a complete and total sham to call yourselves a resort. You are nothing more than an overpriced Super 8 and even there we have received much better customer service. Would like to say the ladies at the front desk were fantastic. They do not deserve to be treated the way we saw the management staff treat them. They were the shining star in all this mess. Thank you ladies for at least trying to give your customers a good experience. Unfortunately you work for a director and a management staff that does not share your enthusiasm for making your customers feel welcome. Do yourself a favor, do not buy timeshare from a group of people who could care less about your vacation experience save to get your money. Totally unprofessional and we will be recommending to every person we know and see, to avoid this property at all costs. Also we saw the reviews from the WWP soldiers who have the same feeling as we do. Shame in you!! These are veterans and should always be shown the utmost respect....

The only thing I can say about this place is it’s close to the main strip. My mother and I bought a package from Capital Vacations for our annual granny trip with her grandkids that was a nightmare! We arrived late 8/16 which we’d informed Capital and the resort of they told us no problem and a key would be left for us. It was 1130p when we arrived from the airport and like they said the security officer had our key. We didn’t immediately go to the rooms we opted to go grab pizza for the two small grands when we finally made it to the room after 12a we walked into a disgusting mess (pics attached) one of our rooms was not cleaned at all bed still slept in towels and garbage in the trash linen in the dryer not to mention a foul odor of sewage in the bathrooms and when u ran the kitchen sink. Beyond the lack of housekeeping both suits were deplorable the carpet was so stained after a day of traveling we wouldn’t even let the kids take off their shoes. The furniture looked disgusting! So we wiped down the table as best as possible with our sanitizer wipes and allowed the children to eat while we searched for a place to sleep for the night. We ended up renting a room elsewhere which we didn’t get into until after 3a. At 9 we called Capital and the lady on the phone was SO dismissive basically saying we got the rooms at a discounted rate so there was nothing else she could offer us and we needed to just eat the cost of having to stay in different accommodation. We went to the welcome center for Capital and they were super nice unfortunately there was little they could do and we understand they were simply presentation personnel. The front desk here at the resort was less than accommodating once Capital agreed to do the VERY LEAST and get us a new room the front desk informed us( after waiting almost an hr while she giggled) “reg check in isn’t until 4 so she’s not sure when we will get a room. We can go check out of our other hotel and come back and MAYBE there’d be a room.” Mind you our “Reg Check In” was yesterday! We left went and check out of our other hotel came back around 12p waited another 30min got a new room came to the room and there was maintenance in here “working” he was very nice man however we still weren’t able to get in the room. Went back to the front and was informed oh he’s just changing lightbulbs and the air filter you guys can wait there while he’s done. 1pm 8/17 is when we FINALLY got in a room for our late 8/16 reservation. Literally NOTHING has been done to accommodate the inconvenience because we booked on a promotion. We were offered to change our $250 dollar entertainment credit to an AMX gift card which who cares if we spend the credit doing activities or spend the AMX on the same activities and our $50 deposit back. Whitney from Capital was terrible to work with the two separate times we spoke she was not understanding or apologetic at all she worsened this terrible situation 100% with her sarcastic dismissive comments. She should not be a manger or represent this company at all if they want to keep customers or create new business/owner. Room 201 a/b should be taken out of commission until some serious...