Crowne Plaza Orlando-Downtown by IHG — Hotel in Orlando

Wow! Wow! Wow! Is all I can say and that still isn’t enough to share what an amazing experience my family and I had when we visited this property!

My review is, however, a little over a month overdue, but life is definitely been life’n and late is always better than never! 😅 plus being in the service industry, I can understand and appreciate the weight/impression of a good review!

I should start by saying that our initial interaction was with non other than Mr. Dee himself and what a spectacular gentleman he was! From “hello” to “thank you for staying with us here at the Crowne Plaza, it was a pleasure to have you!”

I am an IHG rewards customer, with Diamond Elite status and the service was superb, top tier, and that still sells them short! I say look out Ritz Carlton, you got nothing on Crowne Plaza-Downton Orlando!

There were a few hiccups with the use of points, but Mr. Dee assured me that it would be an easy resolve, I followed his instruction and tho he wasn’t there the following morning, John and Joshua were and they were nothing short of amazing with their provided service as well! “Leadership is as leadership does sums that up!!”

After our departure, I thought I had left my keys in the room and had to contact the lost and found dept. This is where my next amazing encounter took place! I spoke with Ariel (I hope I spelled that right 🫣) she was so pleasant and such a joy to speak with! She voiced a sincere concern and was soooo helpful! She suggested that I look throughly, in my vehicle, to make certain that I didn’t overlook them! Guess what?! I did! I found my keys Ariel! 😅😅

You all made our stay so enjoyable just by demonstrating an unmatched hospitality and sincere desire to provide a top notch service! Even our house keeper was a sweet and pleasant young lady! She was thorough and provided a great cleaning service as well!

We had a rough patch in the beginning of the year. We lost our grandson, my fiancé lost her job, my contract ended at my job and we had just relocated to a different state. Through all of this, my Fiancé pushed through and finished her degree!( we were in Orlando for her graduation!) The warmth and welcome we experienced, at the Crowne Plaza, was just what we needed!

We didn’t have to worry about A THING! Mr Dee said “Come in! Kick back and relax! Take your shoes off and enjoy your stay! If you need ANYTHING AT ALL just let us know! We did just that and they accommodated as promised!

So much more to say, but I’m sure I’ve said enough! Well done Mr. Dee, John, Joshua, Ariel & team! Apologies this has taken so long to post, but know I’ll never forget you all or the impression you left on my family and I!

Thank you all for being exactly what we needed at such a rough time in our lives! You all have definitely set the standard! If they don’t treat us like we’re at the Crowne Plaza-Downtown Orlando, then we don’t want it!

Mr. Dee for hotel Manager!!! 🤣🤣🤣😉

Signed, Jerry Watson-IHG DIAMOND ELITE...

I’d like to share feedback from my recent stay at your property, as I believe it reflects both the potential and some ongoing issues that may need attention.

First, I want to acknowledge the effort your team has clearly made in renovating the space. The lobby and restaurant look great, and it’s evident that there is a push to move in a more positive direction. I truly appreciated the modern, refreshed look of the common areas.

However, my experience with the guest room did not reflect the same level of care. Upon entering the room with my family, we immediately noticed an odd odor — not overpowering, but it lacked the fresh, clean scent one expects when entering a newly prepared room. When we sat on the bed and started to settle in, my wife noticed something unusual by the door. At first glance, it appeared to be a seashell. Upon closer inspection, I realized it was, in fact, a live hermit crab.

Naturally, we were alarmed, especially with children in the room. I moved the crab into the hallway and immediately contacted the front desk. A staff member and someone from housekeeping came to investigate. Both were unsure of how the hermit crab ended up in the room. The housekeeper, who mentioned having worked at the hotel for 17 years, expressed that she had never encountered anything like this. It led me to believe the crab had possibly been left by a previous guest and simply overlooked.

Later, my wife spoke to the front desk to ask if anything could be done, considering the room was clearly not properly cleaned or inspected before our arrival. She was told that 10,000 reward points would be added to my account as a courtesy. Unfortunately, that promise was never fulfilled.

Between the lack of cleanliness, the unexpected and concerning presence of a live hermit crab, and the unfulfilled commitment of reward points, I felt it was necessary to cancel our next scheduled stay at the hotel. This was particularly disappointing, as I’ve stayed at other Crowne Plaza properties before and had wonderful experiences. I was genuinely excited for my wife to share in that, but unfortunately, this location did not live up to that standard.

While I can see the effort being made in terms of renovations and aesthetics, it seems that operationally — whether due to staffing challenges or other factors — there are still important areas that need attention. I hope this feedback is useful in helping your team address those concerns and continue striving toward the excellence I’ve come to associate with the...

OK I was skeptical when I drove up to the building because it seemed like a seedy place to me. Also, I have had some less than quality service from HI so was skeptical of trying again. I walked in to the lobby to check it out and thought, this is a tiny lobby, but it has a good size restaurant and bar but I needed a hotel. I was staying in Orlando due to a colleague had to go the ER for medical reasons when attending a conference and I wanted to stay with him until his family all arrived.

I looked around and I kind of liked it because it was cozy and you can tell it was a hotel from the past. They have Valet parking and on site gated parking. It had a large bar and medium size restaurant with maybe 30 tables (a guess). Because this hotel is from the 60s and was renovated, it does not have the huge lobby and open areas, at least from what I saw. That said, they make up for it in customer service.

I had a great room and my dinner was excellent and they have a full bar and draught beer. I did get upgraded which was nice. I had stopped using Holiday Inn as my prime hotel of choice when I travel because another hotel (I won't name) gave me upgrades and the service was better in my opinion.

So why does this hotel get an excellent rating from me?. Easy, quality service and quality rooms for a fair price, that certainly helped. But the way the staff treated me and my colleague was above and beyond. Everyone treated us like we were special and after staying for a couple of days I felt like I was family!! A special thank you to Gabby for a great restaurant experience, Janelle for helping up checking in and of course the personal attention by Tina!. While I don't know their names the bell hops (if we use that name anymore) and other support staff were so pleasant and helpful. I am going to give Holiday inns another...