Crowne Plaza Houston Galleria Area, an IHG Hotel — Hotel in Houston

I’m writing this review in tears and with a knot in my throat and chest , This is the worst experience at this hotel that I've ever had. As I left something very valuable and personal in our hotel room , this experience will definitely always stay with me.

I was really disappointed with the lack of communication as well as notably poor in quality and their customer service has been very unprofessional specially by the head of housekeeping. Better communication would have made a huge difference in managing expectations. Here’s my story ..

We stayed at this hotel on 2/7/25 checked out 2/8/25 I remember it clear as day. I took off my valuable earrings in the bathroom and placed them next to the sink on the black tray . At 7:46pm I call the hotel to let them know I had left something in my hotel room and if by chance, I was wondering if housekeeping had turned anything in , the person who answered the phone proceeds to tell me that nobody has cleaned the room yet (room 603) which I knew wasn’t true as the housekeeper which was a male and a female cleaning duo , I’m thinking they were Hispanic but not sure to be honest , they were knocking at our hotel door waiting for us to get out, for them to go in and clean our room they were literally in the hallway with their cart waiting, that’s how I know they did clean it that same day and time when we checked out at 1:00pm , I proceed to let the lady know to please check with housekeeping and then I was put on hold time after time, I then call back and ask the same thing and I was told there was no house keeping in sight and nobody was able to get ahold of the head of housekeeping, they proceed to tell me that only the head of house keeping has a key to the lost and found room and nobody can get in . I proceed to ask for a manager and I was then put on hold again , only to be given a phone number to call one of the managers I believe her name was Brianna they stated she wanted me to call her to explain the situation which I called the number they gave me but she never answered or called me back , this back and forth went on until 9:21pm according to my call log and still with no call back.

Sunday 2/9/24 We called the hotel that morning for another update the front desk told us they'd have someone check and call back but I knew I wasn’t going to get a call as that was my experience the day before . I asked politely if there was another manager or owner to speak to have a chance to resolve without having to wait a call back, however the hotel informed us that housekeeping did not find anything w in the lost and found, I proceed to let the manager know Desaray , To be clear here, we're absolutely not looking to accuse anybody of stealing, but we're also positive that the hotel room is the last place I left my earrings and I have searched through our luggage and car with a fine toothed comb to make sure, so the fact that it hasn't surfaced yet after a few days is pretty concerning. I don't want to hang it all on the two couple that knocked on our hotel room , who cleaned the room because I want to believe maybe they did find it and put it somewhere else besides the lost and found and it’s all a big misunderstanding and I want to give them the benefit of the doubt and just tell myself I imagine multiple people can probably be in and out of rooms.

Desaray did try to give me peace of mind and let me know she was going to try and do and internal investigation , be that questioning people, checking cameras, or auditing door locks. If they find it, they'll reach out. When I hear back from Desaray after her investigation I hope I can come back and change this review If by any chance housekeeping does the right thing I will update this review as I do want to give credit where is due and that’s with the front desk and kitchen manager Damian we’re all phenomenal , very welcoming friendly and so understanding of...

I’m writing this review in tears and with a knot in my throat and chest , This is the worst experience at this hotel that I've ever had. As I left something very valuable and personal in our hotel room , this experience will definitely always stay with me.

I was really disappointed with the lack of communication as well as notably poor in quality and their customer service has been very unprofessional specially by the head of housekeeping. Better communication would have made a huge difference in managing expectations.

Here’s my story ..

small diamond gold earrings missing . I remember it clear as day. I took them off in the bathroom and placed them next to the sink on the black tray . At 7:46pm I call the hotel to let them know I had left something in my hotel room and if by chance, I was wondering if housekeeping had turned anything in , the person who answered the phone proceeds to tell me that the nobody has cleaned our room yet (room 603) which I knew wasn’t true as the housekeeper which was a male and a female I’m thinking they were Hispanic but not sure to be honest , they were knocking at our hotel door waiting for us to get out, for them to go in and clean our room they were literally in the hallway with their cart waiting, that’s how I know they did clean it that same day and time when we checked out at 1:00pm , I proceed to let the lady know to please checked with housekeeping and then I was out on hold time after time, I then call back and ask the same thing and I was told there was no house keeping in sight and nobody was able to get ahold of the head of housekeeping then they proceed to tell me that only the head of house keeping has a key to the list and found room and nobody can get in . I proceed to ask for a manager and I was then put on hold again , only to be given a phone number to call one of the managers I believe her name was Brianna which I called the number they gave me but she never answered or called me back , this back and forth went on until 9:21pm according to my call log and still with no call back.

Sunday 2/9/24 We called the hotel that morning for another update the front desk told us they'd have someone check and call back but I knew I wasn’t going to get a call as that was my experience the day before . I asked politely if there was another manager or owner to speak to have a chance to resolve without having to wait a call back, however the hotel informed us that housekeeping did not find anything w in the lost and found, I proceed to let the manager know Desaray , To be clear here, we're absolutely not looking to accuse anybody of stealing, but we're also positive that the hotel room is the last place I left my earrings and I have searched through our luggage and car with a fine toothed comb to make sure, so the fact that it hasn't surfaced yet after a few days is pretty concerning. I don't want to hang it all on the two couple that knocked on our hotel room , who cleaned the room because I want to believe maybe they did find it and put it somewhere else besides the lost and found and it’s all a big misunderstanding and I want to give them the benefit of the doubt and just imagine multiple people can probably be in and out of rooms.

Desaray did try to give me peace of mind and let me know she was going to try and do and internal investigation , be that questioning people, checking cameras, or auditing door locks. If they find it, they'll reach out. When I hear back from Desaray after her investigation I hope I can come back and change this review If by any chance housekeeping does the right thing I will update this review as I do want to give credit where is due and that’s with the front desk and kitchen manager Damian we’re all phenomenal , very welcoming friendly and so understanding of...

Dear Crowne Plaza Management, I am writing to express my dissatisfaction with my stay at your hotel due to the unacceptable conditions and poor customer service we have experienced. As you are aware, the Houston area has been severely impacted by a recent storm, causing widespread power outages and significant damage. My family and I have been without power for five days, and seeking relief, we accepted FEMA's offer for a hotel stay. We chose Crowne Plaza, understanding the challenges you must have faced due to your recent power outage, but expected basic standards of comfort and service nonetheless. Upon checking into your hotel, we immediately noticed a strong mildew/mold odor in our room, likely due to water damage from the storm. I promptly reported this issue to the front desk, letting them know it might’ve been a leak and the sheetrock was affected and I was assured that maintenance and housekeeping would investigate and address the problem. Later when I went back it revealed conflicting explanations, with one receptionist attributing the smell to condensation from the AC and the carpet that was cleaned and the manager telling that receptionist it was from damaged Sheetrock and roofers would be coming to check it out.

Despite my professional experience with property management, including servicing AC’s I offered to give them ways to treat the room but the staff provided vague and inadequate responses regarding the cleaning procedures performed. It was evident that proper remediation was not being undertaken promptly.

When I requested a room change, I was informed that the hotel was fully booked, which I understand but find hard to accept given the conditions. The pinnacle of disappointment was the lack of direct communication and proactive solutions from your management team. When I sought clarification and requested a potential room change or assurance of remediation, I was met with dismissive responses and offered the option to check out and find alternative accommodations, which FEMA does not allow as you can only check into one hotel.

As someone who manages multiple properties myself, I understand the challenges posed during crises, but I firmly believe in upholding the highest standards of customer service and care, especially in difficult times. I urge you to address these issues promptly by:

Conducting thorough remediation of the water damage and mold/mildew issues in the affected rooms. Improving communication and responsiveness from your staff, particularly in crisis management situations. Providing measures or assurances to affected guests, including a suitable alternative accommodation if immediate remediation is not possible.

I trust that you will take this matter seriously and take swift action to rectify the situation.

Sincerely, A...