Crowne Plaza Los Angeles Harbor Hotel by IHG — Hotel in Los Angeles

I hope this email finds you well, although I must express my deep disappointment in the recent experience my husband and I had at your Crowne Plaza Los Angeles Harbor Hotel in San Pedro, CA. I am currently writing you on my birthday ( May 3rd) which should be a very exciting and happy 52nd birthday, but we cannot begin our celebration until this has been addressed.

On May 2nd, 2024, we arrived at your hotel after a long and tiring journey from Dallas, Texas. After a grueling 4-hour flight delay from Dallas, Texas, we finally arrived at LAX around 5:00 PM local time. Exhausted and eager to relax, we hopped into our ride share and headed straight for the Crowne Plaza Los Angeles Harbor Hotel. Little did we know, this would mark the beginning of our nightmare.

Upon arrival, we were met with disorganized chaos. Our room, which we had reserved way back in September 2023 (see screenshots) was nowhere to be found, our reservation was SUPPOSEDLY canceled. I state supposedly because as I am writing this email we have not received confirmation of a cancel from Crowne Plaza via email or your IHG app. Can you imagine the frustration of being tired, jet-lagged, and stranded with no place to stay after a long day of travel?

To add insult to injury, the staff seemed completely unprepared to handle the situation. Offering no solutions, just utter incompetence. This is NOT the kind of service we expect from a reputable hotel chain like Crowne Plaza. According to the manager, our reservation was canceled because our card was declined and they attempted to reach us at our home telephone to confirm our travel plans. Unfortunately, at the time of the call at 3:00 PM PST ( per the manager) we were in the air en route to Los Angeles and unreachable. It makes no sense to us as to why someone would be calling to confirm our travel plans the DAY of TRAVEL, when looking at our reservation profile you can see we are not local to the area, we are coming from out of state and EVEN if they had called our cell phones at the time they did, we were in the AIR TRAVELING and would have been unreachable.

To compound the issue, the manager took the liberty of canceling our reservation and rebooking it for another guest, leaving us stranded without a room for the night. Despite the fact that our check-in time was scheduled for 4:00 PM PST, supposedly a phone call was made to our home number ( per the manager) at 3:00 PM PST.

This incident caused immense distress to both myself and my husband, a Disabled United States Air Force Veteran, Retired Air Traffic Controller, union member affiliated with the AFL-CIO and American Legion Member who was deeply upset by the lack of consideration and support provided by your staff. As a result, we were forced to find alternative accommodation at short notice, incurring additional expenses and settling for a subpar room that did not meet the standards we had expected from Crowne Plaza.

We are writing to request an immediate response to this matter, as well as compensation for the lost time, emotional distress, and inconvenience caused. It is important to note that we are not seeking a credit for another stay at a Crown Plaza hotel, but rather a resolution that reflects the seriousness of the situation and acknowledges the impact it has had on our experience.

We trust that you will address this issue promptly and take the necessary steps to ensure that such incidents do not occur in the future. Thank you for your attention to this matter, and we look forward to hearing from you soon.

We want to emphasize the seriousness of this matter and ensure that it receives the attention it deserves. Therefore, we will be utilizing all available communication platforms to address this issue and seek a prompt resolution. We believe that transparency and accountability are essential in rectifying this situation and preventing similar incidents from happening in the future.

#CrownePlaza #SanPedro #CustomerServiceFail #UnacceptableService #DisappointedCustomer...

Quite disappointing experience at this hotel, and I have stayed at many. When you visit the Crowne Plaza, there is an expectation of higher end service standards. I think this one just needs a little bit of TLC with some Capex to refurbish and upgrade.

When I arrived and walked to the lobby, there were 2 automated sliding glass entrances,however, one side was out of service. I went inside, and the lobby was clean and pleasant, and the front desk service was great. I went through a speedy check-in process and then was directed to parking, which was on the next street over, shared with an Enterprise car rental lot. I took the underground parking elevator to the lobby and noted that one of the elevator buttons was broken, and I had to use the other one. The elevator took me to the main lobby, where I then had to take a different set of elevators to get to my room. I noted that 2 of the 4 lobby to room elevators were out of service,thus, the wait was a bit extra before the ones operating became available. Note that the same elevators were shut down the entire week.

I got up to my room and noted it was a nice suite. There was a separate living area with a couch and TV, and then a large master bedroom around the corner. I went to use the restroom after a long drive and noticed the carpet in front of the door was soaked with water. I looked around to see if it was an ac leak but saw nothing. I turned on restroom light, and the sink was full and floor flooded. I packed my bag back up and went down to the front desk.

The staff was great, and they quickly checked me into another, upgraded room. I went back up again to my new room, and this one was huge. The room was a bit dated with some staining on the carpet, televisions that were super tiny for their placement, and dated tv remotes.

Some oddities with the room included the light switches to the restroom were on the outside and behind the door, which was a bit inconvenient. Atop of that, the fridge was in the bedroom area next to the dresser drawers, while the sink, microwave, and coffee maker were completely on the other side, at the entrance of the room.

The biggest inconvenience was the plumbing. It definitely seems to be a trend. Each time you used the toilet, it had to be flushed two times in order to remove whatever went in. Additionally, the hot water would only come out at a trickle in the sink.

It is possible the hotel was under-stuffed when it came to cleaning services. I stayed from Mon to Fri, and they cleaned my room only once. Additionally, I had to request my trash be removed,the food containers from the prior night wouldn't stink up the room. A couple of nights later, when I saw they didn't automatically do this, I left the food bag outside of my room. The only thing with this is when I left for meetings the next day, the same trash was sitting outside of my door. Lastly, I noted the same cleaning carts sitting in the lobby and restaurant areas from morning till night at times. It just looks a bit unprofessional when they sit in an open space.

The positive commentary that I have is the customer service feom the staff was excellent. The service staff at the on-site restaurant in the mornings were amazing. They were so attentive, helpful, and offered stellar hospitality. The morning breakfast staff at this restaurant deserve...

I have stayed at this hotel many times for business. HOTEL: Has gone through many updates recently. However, it is not unusual for many rooms to have non-working AC, and while the lobby is beautiful, many of the rooms still show water damage, mold, and old/stained furniture. Upon my last stay, all ice machines had non-operational signs stating to call an extension for ice delivery to your room. Upon calling this number I was informed, in a rude tone: "if you want ice you have to pick it up at the bar in the lobby." Which may have been fine if I didn't climb two floors looking for ice only to have to return to my room to call an extension 2x and then find out delivery was not an option. Which is a classic customer service for this hotel. STAFF: While staff at the hotel attempt to be helpful, management is poor/non-existent. After my last stay (which was an extended amount of time) I was charged for parking. When I booked my room online it showed that parking was included. I booked my stay through a third party as my work requires that all bookings be made through the service that they use. As stated before I have done this multiple times. In the past, it was well known that many people from my employer used this hotel and the staff were especially helpful since we were repeat customers. However, management has changed recently. When I checked out and I contacted the front desk manager-Olivia, she would not speak with me. I even returned to the location after checking out, to take care of the issue, and I was informed by employees that she was in her office but it was locked and she would not see me. (I called close to 20x throughout the day and was told she was in a meeting ... for 8 hours.. then she left for the day without calling me back---EVER).It is now a week later and I have finally received two emails from her- only in response to the emails that I have sent her.... One to inform me that the standard she is held to is 48hrs to respond to a guest complaint, so it did not matter if I was in the lobby- by policy she had 2 days to respond... Not sure what kind of policy that is? If I were still a guest would she have 2 days to take care of an issue? I will not be staying here again, and I will be discussing this poor service with my co-workers. There are many hotels in the area and it is worth the extra $20 to have someone return a call. PLEASE, DO NOT STAY HERE. If you have an issue, however small- THEY WILL IGNORE YOU! You will not be satisfied with your stay unless your are looking to overpay for a mediocre experience.

PARKING: Parking is underground and not really policed in any way. I had to call the operator during my stay to tell them there was a man who appeared to be on drugs in the facility - yelling and throwing things at cars. (This is representative of the area...