Crowne Plaza Resort Phoenix - Chandler Golf Resort by IHG — Hotel in Chandler

This resort has been our favorite summer staycation the past couple years, and we've done 2-3 stays the past couple summers & recommended to all our friends- the summer rate w/giftcard can't be beat. However, I'm disappointed to write that our most recent stay was less than stellar, & we are unsure if we'll keep our reservation for another stay later this month. In our past stays, everything has been seamless & wonderful from arrival to departure. We only live 10 mins from the resort so for our staycations, we always arrive midmorning, knowing our room may not be ready until afternoon check-in time, but we arrive in our gym clothes prepared to do a workout first in the gym, & have our swimsuits in our day bag so we can then get changed & enjoy the pool while waiting for our room to be ready. Most of the time we've checked in this early our room has been ready which was awesome, but if not it was no problem & we went straight to enjoy the amenities as I said. However on this stay, the front desk woman told us when we arrived before 10am, that we would have to pay a 50 doll "early check in" fee if we wanted to check in then. We said no thanks, we would just go use the gym/pool as per usual until our room was ready at normal check-in time, but she had to get approval from a supervisor to even let us do this- the supervisor explained that "recently" this hotel made a change due to "liability" and no longer lets guests use amenities until checked-in. They essentially only let us do it after we expressed our frustration/disappointment since we'd stay many times & were never told about this, & we wouldn't have stayed had we known this. They told us that the earliest one can check-in without a fee “possibly depending on availability” is 12 or 1pm, and then the kicker- they said on checkout day, you can’t use the amenities either after checking out! I have traveled all over the world, 40+ countries & hundreds of hotel stays across the US from basic motels to high end resorts, and I have NEVER heard of such a thing as this resort saying you can’t use amenities from arrival time until departure time, which is standard hotel protocol! I fully understand that rooms are not guaranteed ready until the normal afternoon check-in time, but I’ve NEVER been told I couldn’t use facilities before then. I can’t imagine someone flying in and arriving to the resort after a long flight, to be told sorry you can just go sit in a chair or your car for possibly hours before you can even use the pool or gym? That makes no sense.

After hearing our frustration and us using the gym for an hour, they told us we could in fact check in after all (it was now about 11am) with no fee. This was nice but further proved to me this “50 doll fee to check in” is just a money grab, as this was summer low season when there were clearly rooms available, & why would someone pay 50 doll when the whole point of the special summer promotion package is getting a 50 doll giftcard?! The same front desk woman gave us a room on the 3rd floor almost the furthest away from the lobby. This woman, whom I regrettably didn’t get her name, had a very non-customer friendly attitude- she gave the vibe of “couldn’t care less”, very flat tone, did not ask me if I had a vehicle or give me any directions to our room—she just handed us our keys & left us to fend for ourselves. We got to the room & it smelled like something was burning, & I noticed that multiple air vent grills as well as the bathroom fan- had thick built up lint & dust, like months or even years worth—it was disgusting. We immediately alerted maintenance since we were afraid of a fire hazard staying there. I’m shocked because again, we’ve stayed here multiple times & the rooms have always been spotless, clean, & no issues—so I’m not sure if we just had bad luck on this trip, or if the unfriendly front desk woman purposely put us in a poorly maintained room. After the pool we came back & found that maintenance did clean all the fan/vent grills, but we continued smelling the burning smell the rest of the stay & reminded the front desk at checkout. Which speaking of checkout, it was a nice young man & I asked him if in fact they have these new rules about early check in, fees, facility restrictions, etc. and he said he had no idea what I was talking about. So now I was even more confused after what I was told the day before.

In summary, as I said above I’m not sure we’ll be keeping our stay booked for later this month given these issues, or switching to the other hotel down the street. I won’t be staying somewhere that restricts my use of amenities to checkin/checkout times as this is completely absurd & unheard of anywhere else. I really hope the hotel takes this feedback & adjusts this new “policy” so we can go back to loving our favorite staycation spot- aside from this stay, we love the rooms, the pool area is awesome, the food is excellent in the bar/lounge, they have great live music, I could go on & on! I hope we can continue staying multiple times a year but if they don’t change this policy, we’ll be taking our...

This has been our favorite summer staycation the past couple years, and we've done 2-3 stays the past couple summers & recommended to all our friends. However, I'm disappointed to write about our recent stay. In the past, everything has been seamless & wonderful. We only live 10 mins from the resort so we always arrive midmorning, knowing our room may not be ready until afternoon check-in time, but we arrive in our gym clothes prepared to do a workout 1st in the gym, have our swimsuits handy so we can get changed & swim while waiting for room to be ready. Often we've checked in this early our room has been ready which was awesome, but if not it was fine & we went straight to enjoy the amenities as I said. On this stay, the front desk woman told us when we arrived before 10am, we’d have to pay a $50 "early check in" fee if we wanted to check in then. We said no, we’d just go use the gym/pool as per usual until our room was ready at normal check-in time, but she had to get approval from a supervisor to even let us do this- the supervisor explained "recently" this hotel made a change due to "liability" & no longer lets guests use amenities until checked-in. They only let us do it after we expressed our frustration/disappointment since we'd stay many times & were never told about this, & we wouldn't have stayed had we known this. They told us that the earliest checkin without a fee “possibly depending on availability” is 12 or 1pm, and then on checkout day, you can’t use the amenities either after checking out! I’ve traveled all over the world, 40+ countries & hundreds of hotel stays, & I’ve NEVER heard of such a thing as saying you can’t use amenities from arrival time until departure time, which is standard hotel protocol! I fully understand that rooms are not guaranteed ready until the normal afternoon checkin time, but I’ve NEVER been told I couldn’t use facilities before then.

After hearing our frustration, they told us we could in fact check in after all (it was now about 11am) with no fee. This was nice but further proved to me this “$50 fee to check in” is just a money grab, as this was summer low season when there were clearly rooms open, & why would someone pay $50 when the whole point of the special summer promotion package is getting a $50 giftcard?! The same front desk woman gave us a room on the 3rd floor far away room. I regrettably didn’t get her name, she had a very unfriendly attitude- she gave the vibe of “couldn’t care less”, didn’t ask me if I had a car or give me any directions to our room—just handed us keys & left us to fend for ourselves. I got to the room & it smelled like something was burning, & I noticed multiple air vents as well as the bathroom fan- had thick built-up lint & dust, like months or even years-worth—disgusting. We immediately alerted maintenance since we were afraid of a fire hazard staying there. I’m shocked because again, we’ve stayed here many times & the rooms have always been spotless & no issues—so I’m not sure if we just had bad luck on this trip, or if the unfriendly front desk woman purposely put us in a bad room. After the pool we came back & found that maintenance did clean all the fan/vent grills, but we continued smelling the burning the rest of the stay & reminded front desk at checkout.

In summary, I’m not sure we’ll be keeping our stay booked for later this month given these issues, or switching to Hilton. I won’t be staying somewhere that restricts my use of amenities to checkin/checkout times as this is completely absurd & unheard of anywhere else. I really hope the hotel takes this feedback & adjusts this new “policy” so we can go back to loving our favorite staycation spot- aside from this stay, we love the rooms, the pool area is awesome, the food is excellent in the bar/lounge, they have great live music, I could go on & on! I hope we can continue staying multiple times a year but if they don’t change this policy, we’ll be taking our...

We chose to stay at this hotel for a three-day volleyball tournament for my daughter, and unfortunately, our experience was disappointing.

Check-In & Customer Service: Upon arrival, the front desk staff provided poor customer service. There were two employees—one assisting a guest and the other on the phone. Despite a visible line forming, neither acknowledged the waiting guests. When the wait became noticeably long, the employee assisting the guest signaled her colleague, who had finished the call, yet she showed no urgency in helping the next customer. When I was finally assisted, I asked for clarification on my bill, as it was not what I had expected. The response I received was condescending and unhelpful.

Maintenance Issue & Response Time: On our second night, we returned from a long tournament day around 10 PM and discovered a toilet issue. I called the front desk, and the staff member assured me that she would contact maintenance. After waiting an hour with no update, I called again to check on the status, but the same employee was unable to provide an ETA. By nearly midnight, my family and I, exhausted from the day, had no choice but to shower and wait. When I called again, a different staff member answered and informed me that there was no maintenance available overnight and that someone would come in the morning. We were advised to use the lobby restroom, which was on the opposite end of the property—a major inconvenience. Maintenance finally arrived around 7 AM, and the staff member who assisted us was apologetic and resolved the issue quickly. However, we then had to wait for housekeeping to clean the bathroom afterward, adding to the overall frustration.

Room & Amenities: The room itself was decent. The beds and pillows were comfortable, and the sliding doors leading to the balcony were a nice feature. However, the shower was small and narrow, which made it somewhat uncomfortable. Additionally, the grab-and-go breakfast was disappointing, with limited and unappealing options.

Location: The most positive aspect of our stay was the hotel’s location. There were numerous restaurants within walking distance, which was very convenient.

Final Thoughts: Overall, our stay was not what we expected from a Crowne Plaza property. The poor customer service, slow maintenance response, and underwhelming breakfast left much to be desired. While the location was great and the room was decent, the negatives significantly impacted our experience. I hope the hotel management takes these concerns into consideration to improve the guest experience...