Crowne Plaza Suffern-Mahwah, an IHG Hotel — Hotel in Town of Ramapo

This is long*|I came with a group & check-in was smooth & when I walked in I was pretty impressed with how spacious & nice the lobby was. When we got upstairs to go to our rooms, I was unimpressed; he ceilings are extremely low & all the doors are white and a little old looking, it felt claustrophobic and I felt like I was on boat. Overall, I liked my room, the only thing I didn’t like was the fact that it wasn’t carpet but that’s not a huge deal. The curtains were so dirty that when I closed them to go to sleep I left it that way for the duration of the trip because I refused to touch them again so they really turned me off. The phone didn’t work so I had to constantly use my phone to call down to the lobby; I did end up telling the person at the front desk that it wasn’t working & she did tell maintenance but they never fixed the issue. Now here comes the bad with this hotel… they are completely disorganized! As I said before, I came with a group & although I didn’t have any issues with check-in the other people in my group did almost every day that we were there. The staff made so many mistakes and I get that they were probably overwhelmed and confused cos it was a large party but it’s not an excuse; everyday there was a complaint regarding the rooms & although I’m grateful I didn’t experience that since I booked my room on my own, I was still turned off; not to mention multiple room keys were deactivated the day before some of my family members had to checkout so again that was a turnoff & really frustrating for them. Friday night we went to the Koi lounge? ( I think that’s what it’s called), the waitress wasn’t the most patient & the food took over and hour to come out which is completely unacceptable. Before I got to the hotel I had asked if I could have a late checkout the person I spoke to told me she would put a request in for me & advised me to ask for the late checkout upon arrival which I did. The person at the front told me that there would be no issue with that & that the latest I could do is 2pm. The day I checked out the lady at the front desk (she was an Asian woman), said to me “next time you need to be careful, we didn’t charge you today but checkout is at 11 and it’s already 2” I said to her I called beforehand & when I got there I asked the person who checked me in & he said I could checkout at 2. I even described the employee as a very tall man who told me I could & her response was that “he may be a new employee but checkout is at 11, we don’t do late checkouts unless you’re a member”. I told her that, that’s not my problem if they told me the wrong info & she shouldn’t be approaching me nor hold me accountable for their screwup, she didn’t respond. I didn’t appreciate her attitude while she was talking to me & after I said what I said, she’s very unprofessional & she really pissed me off. I later on found out that my cousins asked another employee for a late checkout & they said late checkout is at 12:30 YET the woman I spoke to said there was no late checkout unless you’re a member & the person who checked me in told me I could do as late as 2pm. Then another person mentioned that on the “do not disturb” you can put outside your room it said that late checkout was at actually 12, so as you can see they are very disorganized & don’t know what the hell is going on. I then found out they tried to take advance of my uncle by making him pay more than the negotiated amount for breakfast (my uncle doesn’t speak English well), luckily my cousin handled the situation but overall, I would not recommend this hotel. This staff needs to be retrained or they need to get new staff because this is probably the worst experience I’ve had...

This is long*|I came with a group & check-in was smooth & when I walked in I was pretty impressed with how spacious & nice the lobby was. When we got upstairs to go to our rooms, I was unimpressed; he ceilings are extremely low & all the doors are white and a little old looking, it felt claustrophobic and I felt like I was on boat. Overall, I liked my room, the only thing I didn’t like was the fact that it wasn’t carpet but that’s not a huge deal. The curtains were so dirty that when I closed them to go to sleep I left it that way for the duration of the trip because I refused to touch them again so they really turned me off. The phone didn’t work so I had to constantly use my phone to call down to the lobby; I did end up telling the person at the front desk that it wasn’t working & she did tell maintenance but they never fixed the issue. Now here comes the bad with this hotel… they are completely disorganized! As I said before, I came with a group & although I didn’t have any issues with check-in the other people in my group did almost every day that we were there. The staff made so many mistakes and I get that they were probably overwhelmed and confused cos it was a large party but it’s not an excuse; everyday there was a complaint regarding the rooms & although I’m grateful I didn’t experience that since I booked my room on my own, I was still turned off; not to mention multiple room keys were deactivated the day before some of my family members had to checkout so again that was a turnoff & really frustrating for them. Friday night we went to the Koi lounge? ( I think that’s what it’s called), the waitress wasn’t the most patient & the food took over and hour to come out which is completely unacceptable. Before I got to the hotel I had asked if I could have a late checkout the person I spoke to told me she would put a request in for me & advised me to ask for the late checkout upon arrival which I did. The person at the front told me that there would be no issue with that & that the latest I could do is 2pm. The day I checked out the lady at the front desk (she was an Asian woman), said to me “next time you need to be careful, we didn’t charge you today but checkout is at 11 and it’s already 2” I said to her I called beforehand & when I got there I asked the person who checked me in & he said I could checkout at 2. I even described the employee as a very tall man who told me I could & her response was that “he may be a new employee but checkout is at 11, we don’t do late checkouts unless you’re a member”. I told her that, that’s not my problem if they told me the wrong info & she shouldn’t be approaching me nor hold me accountable for their screwup, she didn’t respond. I didn’t appreciate her attitude while she was talking to me & after I said what I said, she’s very unprofessional & she really pissed me off. I later on found out that my cousins asked another employee for a late checkout & they said late checkout is at 12:30 YET the woman I spoke to said there was no late checkout unless you’re a member & the person who checked me in told me I could do as late as 2pm. Then another person mentioned that on the “do not disturb” you can put outside your room it said that late checkout was at actually 12, so as you can see they are very disorganized & don’t know what the hell is going on. I then found out they tried to take advance of my uncle by making him pay more than the negotiated amount for breakfast (my uncle doesn’t speak English well), luckily my cousin handled the situation but overall, I would not recommend this hotel. This staff needs to be retrained or they need to get new staff because this is probably the worst experience I’ve had...

This hotel is normally great. This review is only based on the last stay. At check in, the 2 women at the front desk looked new, and were extremely unfriendly and cold. They did not even look up from their paperwork to say hello or provide any sort of welcome. The hotel was a mess, cribs everywhere with supplies in them all over, and everything was closed. They said they had no room upgrades even with the required elite status for upgrades, no welcome amenity, no elite points, no lounge, no food, nothing. They did not check what was already submitted online, and asked the same questions that were already submitted with booking, including insulting questions that no hotel has ever requested. (physical AARP card for example, that had already been submitted with the full membership number online). They provided a room with no outside window with cribs being rolled back and forth with workers outside the room, which seemed like an insult. When the workers were rolling carts and cribs outside the room, right outside the window that doesn't even go to the outside, and they were right up against the glass, by the bed, a room change was requested. The second room provided was even worse, involving things that cannot be spoken about in an online review. At this point a booking cancelation was requested. They said cancelation requires a full night's payment. Since the stay was short, unfortunately putting up with it was better than paying again to stay somewhere else, which is like paying twice. Giving them the benefit of the doubt, maybe they were just having a bad day. But at check out, the same woman at the front desk didn't even look up. While standing there waiting to check out, she was busy looking at paperwork, again completely rude and very cold ignoring the fact a customer was there waiting. Even the smallest kind word or kind gesture, or apology or perk or something that provides a welcoming human response could have changed this entire review. The staff that was here in past stays have been truly amazing and friendly. If there is something they can't provide, they do their best to provide an alternative, or at least speak kindly or apologize. This hotel usually deserves great reviews, but unfortunately the last stay was truly horrible. If there was a way to cancel without losing the money, this would have been the best option. Hoping it was just 2 new staff members that maybe need more training, and perhaps the hotel was undergoing some type of...