Crowne Plaza Phoenix Airport - PHX — Hotel in Phoenix

I will be leaving my previous review standing about BOH five stars for BOH.

FOH, Your nighttime supervisor Dan needs a full blown retraining. Dan having supervisors attached to his name is a bad look on the entire operation top to bottom. I call trying to explain to him at 12:07am on Saturday the 21st going into the 22nd. How an employee told me to NOT get a parking pass if Im in the dirt I gave a full blown description of the female etc. Ive followed that girls instructions for about 3-4weeks now, no problems. I thought I was safe to keep proceeding. On Friday the 20th of December I walk out to a ticket. The dark-skin lady I wish I got her name gave me paper work for to dispute it (shes amazing have her train Dan!). I followed the information she gave me and emailed Ramy whom is not believing me when I stated the airport employees who are in the copper room do not/have not paid since the start of us renting the roo and I gave him a very valid reasoning as to WHY my car didn't have it, and I was misguided by an employee who was also not informed and should have never told me to not get the passes no more if Im in the dirt, only get them if I'm in the garage.

As I'm in the middle of trying to get this explained to Dan he cuts me off and says “Argh THIS IS QUITE A LONG STORY BRING THE TICKET HERE” First off, is that how you approach a customer who is clearly explaining to you shes already VISITED your front desk but needs assistance in proving that we get comped parking because shes already reached out to Ramy who isnt believing that we have included parking and have been told this since the start of us being there? But I was misguided and now being scammed into a parking fee that I should have never had in the first place?

Dan then forces me on hold and comes back still unpleasant and has now left a horrible flavor in my mouth after having great experience with you all (read my previous review at the bottom) If I could have gotten him up to date and then he would have known how to direct me for help. But instead the hostile hospitality that i received from the FOH made it a upsetting call that I then had to approach him back with his same energy to get information that could assist me.

This review is more for Dennis, he works BOH for the kitchen. I work for the airline that is currently staying in the copper room. I’ve had two great experiences with him. He is one who cares for hospitality & the service he provides both interactions he apologized for even the small things (which he didn’t have to!) and proceeded to fix and accommodate asap. You don’t find this in many people you gotta be born with it....

Sharing this only because someone needs to have a talk with their receptionist.

After a long day of driving for 5+ hrs to get to the hotel and never having been to the Phoenix airport before, the receptionist at check in was rude to my mother.

We inquired about the shuttle and the receptionist responded “it comes every 30 mins starting at the hour”

My mother then asked how long it takes to reach the terminals - completely ignoring her, the receptionist responded “it comes every 30 mins”. Thank you for repeating yourself - we heard you and that wasn’t what was asked.

Not in the mood to deal with her I just said “I’ll figure it out”.

She then told us that we had a complimentary breakfast the next morning. I also asked about the parking.

The next morning I go down for breakfast. As I was going through the table to see what was offered, a sweet lady asked to see my voucher. There was also another man who just decided to stand across from me and watch my every move as though I’m not a grown adult who doesn’t need supervision. Completely unnecessary. Anyway, I didn’t know I needed one and told her no one told me about a voucher.

She calls front desk, while the other man sternly watches my every move, and then returns to tell me I don’t have complimentary breakfast and that I’d have to pay $30.

I put my plate down, apologized for the error and left as the stern man continued to watch my every move (like what do you think I’m going to do?? I have something called class and don’t need to beg or steal food).

I then walk to the front desk and tell them what happened. The lady (a different receptionist) was about to give me a voucher but I declined because why would I go back to the place I was just publicly embarrassed at? To continue being stared at by the annoying man who has nothing better to do with his time?? (The breakfast was the standard eggs, bacon and sausage, and cereal— overpriced at $30 in my opinion and not worth it if it’s not complimentary.)

My main issue with this situation isn’t that I didn’t get breakfast, it’s that I was told one thing and then told another. And then I had my own personal watchdog expecting me to steal breakfast like I’m some low-lifer.

I then asked about the price for the parking, she said $10, it was actually $12, which added to my annoyance. It’s just $2 but in the height of my aggravation, it made me roll my eyes.

There needs to be some sort of training so that everyone who works here has the same information. It’s simple. I’ve worked for hotels in my early 20s, it’s really easy to send out team notices and keep...

So usually I don't do this, but I stayed at the Crown in the Spring of 2025, and on my last trip to Phoenix, I made the mistake of NOT staying there again. Don't get me wrong - the hotel I stayed at was nice. But the stark difference between other hotels and the Crowne Plaza motivated me to share what I enjoyed!||1. The shuttle service to and from the airport is fast, easy, and reliable. The drivers were safe and friendly.|2. The rooms were clean and comfortable.|3. Room service was excellent, and they paid close attention to detail.|4. The restaurant and bartenders were efficient and very kind.|*5. The front desk staff, however, was second to none. Iesha, in particular, was courteous, friendly, welcoming, efficient, knowledgeable, willing to help, and so calm. She made us feel welcome at the hotel and in the city of Phoenix. I have stayed at hundreds of hotels, and her service was among the best I have seen in the world. A true masterclass in customer service and compassion. There were so many people coming and going, but she gave everyone the dignity and respect they deserved. She worked so quickly that you didn't realize you were waiting. She knows how to treat guests and was highly respectful and encouraging of her coworkers as well, which was refreshing. What a positive work atmosphere to witness! That had a positive impact on my trip for sure.||The most recent hotel I stayed at had good service, but the waiting time to check in, lackluster response to guest questions, and "good service", made me miss how I was treated royally at the Crowne Plaza. It made me realize that my experience at the Crowne Plaza is why my expectations are so high! Kudos to the entire team, but I truly believe that Iesha is the pulse of that place. ||Please acknowledge her and let the team know that they impressed this world-traveller for the good. I love that when I read the other reviews, it seems that you acknowledge and hopefully reward your staff for going above and beyond. | |You have earned a loyal customer in me, and I am telling EVERYONE I know who is planning to do business trips or personal stays, to stay at the Crowne Plaza Phoenix Airport without...