Crowne Plaza Philadelphia - King of Prussia by IHG — Hotel in Upper Merion Township

The first person we met at the front desk was fine. He was friendly and cheerful. He said the hotel was quite busy but he would have a room ready early, as I had requested on the reservation form, 30-60 minutes from then. He would call us, if we were off premises. We had arrived a little before 12PM. Given that the first hotel in the immediate area we tried to book was full, I was expecting that there might be a wait for the room to be serviced. We told him that we would go ahead with lunch and a bit of shopping. We had plenty of time.

When we returned after being called, there was a different person at the front desk. I stated that we had received a call that our room was ready.

Ugh. Nope. I was told that wasn't right. She said 1) she was there (at the desk) and 2) she didn't call so 3) we did not receive a call that the room was ready (yep, just go ahead and call me a liar to my face. This is so awful and of course I'm mortified.) I wasn't asked about when or what phone number or anything. Just absolutely no, and (swear to God) there are still no rooms available for check in. It is 2:47 PM. Standard check in is at 3PM. We requested early check in on the form the day before check in. She says it will be ready soon.

My husband drops me back at the mall so that he can return to the hotel to wait in person and take over dealing with the front desk. When we reconvene, he has checked into the room. He was treated very differently during his interaction with the same woman at the front desk. I don't like to say this. It's embarrassing and awful for me to go through; I'd rather not think about it, much less document it. But, if I don't leave a review of my experience, I leave other people to go through the same. I help keep that system in place.

My husband is a white male. I am neither of those things. Regardless of whatever she claims to believe, that front desk clerk behaves and uses her job in the same way a very racist (white supremacy, specifically) or anti-feminist person would use that job to treat me poorly. If she is not really striving for that effect, she could use some formal training on how to behave and appear more race and gender neutral.

Also, we had similar treatment at breakfast. I tried chasing the white, male attendant all around the area until I gave up. My husband took over and got immediate attention. This kind of culture is so frustrating. I handle all business, especially travel and entertainment, purchases and finances for my family. When employees at a business won't interact with me, it's so frustrating and inefficient.

Other aspects of the hotel for review: the physical structure of the hotel was fine. It was decently maintained. Common areas both interior and exterior were in excellent condition. It was not as recently renovated as any of the competing brand where we typically stay. For example, the bathroom had a shower/tub combination instead of the newer walk-in shower. But it was very clean and well maintained. No pets other than service animals allowed, which is great for us. We also did not see people sneaking pets in, which we have witnessed at other hotels. Housekeeping brought us linens for the sofa bed promptly and courteously. The room was very quiet, especially for a hotel at or near capacity.

I will say, as our first stay outside of a particular, competing brand of hotels in more than a decade, it was a bit of a disaster. I just don't think it's worth the risk for us. The level of professionalism of the hotel staff was just too inconsistent. And the results of a shifting check in time were very impactful to our trip. (We were unable to attend the dinner I had planned as we could not prepare and dress appropriately).

I am unsure as to whether this review can be published due to some of the content regarding race. I am hopeful that it will at least be reviewed by the general manager and the front desk clerk that...

A hotel hideaway with incredible promise Date of Stay: March 2025 Location: Crowne Plaza Hotel Philadelphia - King of Prussia by IHG Room Type: Standard King Room with Sofa Bed Weather: Dress for winter

First Impressions: As I drove up to the hotel, my first thought was, "Parking won't be a problem." The introduction to the hotel features a spacious parking lot made of dark grey concrete.

The staff at the front desk were very friendly, exhibiting a welcoming, Gen Z vibe during the check-in and check-out process. The entire experience was efficient, taking less than five minutes.

Transportation: I used a rental car, and driving during non-rush hours took about 35 minutes to get to the hotel. Google Maps was very accurate, but be prepared for windy roads with unexpected exits.

Room & Accommodations: Expect a spotless room with a very comfortable large bed. However, for those who have traveled more extensively, the details matter. I would rate this hotel a 3-star at best, rather than a 4-star. The furniture is dated, and signs of wear and tear are visible. The room lacks many amenities typically found in a 4-star hotel, such as bathrobes, toothbrushes, toiletries, and the overall service levels.

For instance, if you take medication, the room does not provide complimentary bottled water. Instead, you can expect to pay nearly $4 for a bottle, which becomes quite annoying after a few days. While this hotel is suitable for a general stay of no more than three days, it may pose an issue for longer visits.

I always recommend having breakfast included in any hotel stay. In 4-star hotels, the breakfast layout is usually visually appealing, often with the option to order made-to-order eggs or omelets. The downstairs bar was available, but it was not particularly appealing or inviting.

Hotel Facilities & Services Food Options: I recommend opting for the breakfast meal plan. While it isn't particularly impressive, it will help you start your morning, especially if you have small children. The selection is standard, offering eggs, toast, fruit, coffee/tea, yogurt, and breakfast meats. For comparison, in a 4-star hotel, staff members serve coffee and tea at your table, providing attentive service. They greet you upon arrival, seat you, and assist you with meal selection. In contrast, 3-star hotels do not offer this level of service.

Location & Surroundings The hotel is located very close to a wonderful mall, which I highly recommend visiting. Additionally, its proximity to fascinating historic sites, such as Valley Forge and other remnants of American Independence, is another highlight.

Staff & Service The staff was very friendly and accommodating. They ensured you were checked into your room quickly and comfortably.

Value for Money This hotel value for the price maybe challenging. While I would consider staying here again, I may explore other options first.

Observation Recommendations: Having stayed at 4-star and 5-star hotels in various places around the world, such as Thailand and Turkey, I find that there is room for improvement. Implementing small touches, like providing complimentary water in the rooms and having staff greet guests to assist with their luggage, could significantly enhance the overall experience. Additionally, updating the furniture and replacing all carpeting throughout the hotel would help eliminate the stale odor that tends to linger.

Final Thoughts In summary, my stay was pleasant, but it did not meet the expectations of a 4-star hotel. I recommend looking into other options in the area for better value. My hope is that this review encourages management to reconsider their operations and improve their...

This hotel is not only conveniently located but it has great service as well as well-appointed rooms. The room I stayed in was a King, non-accessible (no special features for anyone who is physically challenged). There was a nice sized couch and table for eating. The AC unit did a great job cooling the room (the thermostat showed a temperature that was 2 degrees higher than the actual air temperature). There was a clock with a blue read-out which was set to the exact time (thank you hotel staff) and it even displayed the temperature as well (that too was off a little but hey, pretty cool it even has that feature!!). It was not disturbing with the lights out but was very hard to see (I have horrible vision without my contact lenses so that is probably the reason)There were (12) outlets and (6) USB plugs and they were all easily accessible and thoughtfully placed. The room had a mini fridge (no freezer compartment) and a unique "2 Hour Quick Chill" setting which I tried and it worked perfectly. There was no microwave but I didn't need one so no worries. The bed/bedding was quite comfortable. There were more than enough pillows. There were several lights (including two reading lights above the bed) so even with the drapes drawn, it did not feel dark at all. The bathroom featured a pocket door. The shower 🚿 was large and open (meaning there is no door). The shower head is close to the wall so when you walk in and bathe, very little water, if any, gets on the floor (unlike my many stays at Springhill Suites where the mat is soaked when you exit the shower). There is a hair dryer tucked away in one of the drawers under the sink but I had no need for that. The elevators are placed in such a way that even if you have the closest room to them, you will not hear them because there are a few turns from the elevator to the first room (kudos to the sound engineer). The walls are a little thin and you can hear water running next door. I also heard someone's Apple Phone alarm going off at 6AM but since I was already awake and they shut it off quickly, it wasn't an issue. There is a nice looking dining/bar area but since I did not visit that amenity, I can't comment on it. The parking is more than ample and secure. I was not worried about my car for one moment.

I would not hesitate staying at this hotel in the future should the...