Crowne Plaza Resort Guam by IHG — Hotel in Tamuning Municipality

I love the central location in Tumon. Updated property and the room was well maintained and clean with amazing views!

My stay would have been 10/10 if not for the staff. From the check-in experience to the cafe bar staff, it was clear there’s a consistent lack of professionalism and rude behavior pervading the hotel staff culture. When I called to ask about early check-in options, a front desk representative openly laughed at my question to her coworker while I was on the line. When confronted, she readily admitted that she in fact was laughing at me but she didn’t think I was on the line. I was simply asking a question given I’d be arriving on a 5 am flight and hoping I could have access to my room to rest after a long flight. I was not expecting a freebie. Her rude behavior cost the hotel the usual fee they charge (which I would have been fine paying for; I was more interested in knowing if my room would be ready earlier than 3pm). I reminded the supervisor that the experience I had was not acceptable especially given Guam’s struggles with tourism recently and the need for guests to feel welcome with every interaction. He offered me early access to my room for free which I did not ask for but which I appreciated nonetheless.

I also experienced rude behavior from the lobby cafe/bar staff… completely ignored 2 different times while patiently standing and waiting for service. In one instance, the lady who took my coffee order completely ignored a question I had asked her (silently turning her back to me after I asked the question) and gave me several excuses why she ignored my question (admitting she did in fact ignore me and my question because most customers wanted what I had asked about). On a separate occasion the following day, a male staff member saw me approach the bar and acknowledged me as he was delivering a food item to another customer. Upon returning to the bar area, he began folding forks/knives/napkins for several minutes before I called out to him. There was no one else at the bar. He just went about doing a task and ignored me for close to 3 or 4 minutes. He profusely apologized but had no justification for ignoring me. He fumbled to explain but could not. Both times I treated the staff with compassion and even tipped on my orders despite the poor service.

The towel stand staff seemed to be unprepared for guest questions and disconnected from the hotel front desk staff. They did not know if snorkels could be rented. They also did not know if stand up paddle boards could be rented. The front desk staff said these items were available for rent but the towel stand staff were unsure. While they were not rude, it just seemed like no one was in charge and working from the same set of information. Just unprofessional and a waste of time. Not a bad experience, but also not a great one.

Rude and unprofessional staff will always ruin an otherwise fabulous hotel experience. It really does make...

I booked this hotel for 7 days and I do not recommend this hotel.1. FoodThe breakfast menu of this hotel has been almost the same for 7 days. Later, I lost my appetite just by looking at the same ham. Coffee, coffee cups, plates, fruits, and food disappear quickly. The line to enter is long and I already have to wait a long time, and there is no food, so I have to wait again. The food came out so slowly that my family just ate bread and cereal. The menu is horrible for 7 days stay. 2. Room CleaningExcept for the first day, the room cleaning was always done late(4-5pm)in the afternoon, and even that was done only after I complained. One day, I got so angry because the cleaning lady just passed by after seeing the room cleaning note that was posted from 9 o'clock, so I complained to her (8th Floor- Jessy). The cleaning lady told me to wait because she had to clean the room of the guest who was arriving first. Oh please, hire more staff. If the existing guests have to wait because there is no hotel cleaning lady, I think that's already been said. The fact that I have to wait is due to the hotel's internal situation, and the hotel should apologize to me for this kind of service. However, I had to see the staff's annoyance and rudeness. 3. Room & Swimming pool & ServiceThe bed is noticeably smaller than the double beds in other hotels. So I asked the hotel front desk as soon as I arrived if I could pay more and stay in a larger room for a few more days during my stay. The hotel front desk said there were no rooms left. After 3 days, the air conditioner in our room broke down and we were so hot. We had to move all our luggage out of bed at midnight. The room we were moved to was slightly bigger than our original room. What the heck? Did we have a room from the beginning?Swiming pool has nothing but small.Food menu was same as in room dining menu and it is just so so. I feel like i am eating breafast again. Oh i do not want to think about breakfast any more.Before we moved, there was hair conditioner in the bathroom of our room, but in the room we moved to, there was body lotion instead. The water pressure was low, so it took a long time to shower and it was very uncomfortable. The bidet was smaller than the toilet itself, so it was unstable, and the toilet lid kept closing, so I had to hold the lid to do my business.I travel abroad about 4-6 times a year and only stay in 5-star hotels. This is my 3rd time in Guam. The room size, service, food, and staff attitude of this hotel are 2-3 stars. I will never stay in this hotel again. This new Crown hotel should change the system asap otherwise IHG...

My wife and I came to Guam for 2019 count down event. It is the first time we come to Guam. I choice this hotel because I read Google review for this hotel is 4.2 and the hotel is facing Tumon bay so we can see the firework clearly. However, it turned out to be one of worst hotel we ever stayed.

Upon check-in, the front staff told me the breakfast on Jan 1st will end at 9 am. I was very surprised so I asked why. They said because they have a special brunch on the New Year day. So I asked can we pay the difference to change to brunch. But the answer was “no, the breakfast ticket only use for breakfast, it cannot be used for brunch, lunch or dinner. Also we cannot pay the difference to change to different meal”. I was really surprised. The hotel charged us special new year rate USD360 per night and they are still asking me to wake up early to have breakfast because they want to get more money for the brunch? This is really unbelievable! Finally I have to use alarm to wake up on Jan 1st 2019 for the breakfast!!! This is so unbelievable!

And even more surprising, when I request to talk to a manager, I was told there is “no manager on duty. No matter general manager, front manager, restaurant manager, night manager, none of them are in hotel! All managers are off for holiday!” What kind hotel will let all managers off duty on the busiest time of a year? It is really unbelievable!

Besides that, the breakfast menu is really really so so, even on New Year’s Day. It is really not good at all. And the staff is obviously not enough. A lot of food not refilled after empty. When so told staff, they said someone will take care of it. But finally I have to wait very long time for the food to refill. It is really one of worst new year breakfast!

As for the room, it is also not good. Especially the water. The water pressure is really low. The shower is very weak and toilet flush is also weak. The WIFI is very slow, even different wifi SSID, the result is still same slow. And after the first day, there is no bottle water refilled in the room.

Last but not least, we spend another USD 70 to join the new year countdown party. The party is fine. But after midnight firework, the staff immediately started to clean up tables and chairs. Usually will stay a little more to chat/drink/dance, we could not do any of that because music already stopped, table and chair and drink all cleaned up already.

Anyway, I will definitely not come back to this hotel again and I think I should write these down for other...