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Business Profile

Hotels

Astor Crowne Plaza – New Orleans French Quarter

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 19 total complaints in the last 3 years.
  • 8 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/21/2025

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Booked a 4 night stay at this hotel and was charged a temporary $250 for incidentals, which they said will be lifted once the stay is over. The card I used for the incidentals was different from that I used to book the hotel, which was through a third party. The charges recently posted and I was charge $110.24, which I assume are for incidentals. However, I asked for the folios after the stay to fully understand my bill but was told to reach back out to the third party to get that information. I reached out to the third party to get the information but they redirected me back to the hotel. The hotel was unable to provide me with a folio describing what the charges were for, so this $110.24 charge is a mystery to me at this moment in time. In addition, its a separate charge on a card that I put down in person so the argument that I booked through a third party should not be put into play either.

    Customer Answer

    Date: 05/12/2025

    [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    At this time, I have not been contacted by Astor Crowne Plaza New Orleans French Quarter regarding complaint ID ********.

    Regards,

    ***** ****

  • Initial Complaint

    Date:02/25/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    2/16/2025 Guest and friends check in 2/16 and have an EFTPOS hold placed on her NZ debit card for a security deposit and the hotel room for four nights. The total for the four nights is USD $676.79 and the security hold is around $40 a night. The front of staff says this security hold will drop off after checkout.2/18/2025 ACP places a $58.61 hold on Guests debit card. 2/19/2025 - ACP places a $153.33 hold on Guests debit card.- ACP places a seperate $239.62 hold on Guests debit card.- Guest approaches front desk and speaks with Front Desk Manager (FDM) to ask about the additional holds on her debit card. FDM says they are a system error, she cannot explain them, and the hold wont be removed for 7-8 business days. *** says there cant be any further charges as Guests **** has been closed out.2/21/2025 - ACP charges Guests card $676.79 and the security deposit drops off.- ACP puts an additional hold on the account for the same $676.79. - The total paid to ACP now is $676.79 while in holds are now at $1069.74.- This puts Guests account into overdraft.- Guest contacts ********** chain). ******** support for *** advised that the case has been escalated to top management team and that it will be handled with the highest priority. Guest was advised she would receive an update within the next 48 hours.2/21/2025-2/23/2025 Hotel manager updated the case number internally: Guest reservation was only billed for room stay the additional hold was the incidental hold in which can take up to 10 business days to fall off the guest account."2/23/2025 Guest contacts *** about the case number as 48 hours have passed. ******** services advises her of the internal note in the system. Guest says that the note is misleading.2/24/2025 *** ******** Services says they have sent an urgent fax to hotel management.- The $58.61 hold was removed.- The $676.79 was duplicated a third time, then both pending holds were removed. Leaving only the paid one.

    Customer Answer

    Date: 03/17/2025

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding Astor Crowne Plaza New Orleans French Quarter has been resolved.

    (By clicking "OK", your complaint will be closed as Resolved.)

    Sincerely,

    ***** *******

  • Initial Complaint

    Date:01/02/2025

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This company refused to give me a receipt or proof of zero balance for a deposit i paid on December 13, 2024.They scolded me on the phone saying I paid through a 3rd party. I did pay for my hotel room via 3rd party. However I paid the hotel DIRECTLY a deposit fee for incidentals. A deposit they told me would be refunded immediately upon check out, it was not and still is pending weeks after check out. I would like a refund immediately.

  • Initial Complaint

    Date:11/22/2024

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I stayed at this hotel from November 2-6 2024. I purchased the stay on *******. Upon arriving to the hotel I was told a 240$ hold would be placed on my card. Extra then what I already paid. The 240$ was deducted immediately from my account which I found weird that the hold amount was so much. At checkout I asked for a receipt which they lied and said ******* would provide the receipt clearly on ******* website it said hotel front desk. After my stay at the hotel the 240 dollar hold disappeared off my transactions but I was never refunded any money. A few days went past I saw a transaction for a 150 dollars as a pending hold.. its now November 22 and I have called the hotel numerous of times. And still havent got clarification on where my money at.

    Customer Answer

    Date: 12/12/2024

    [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    At this time, I have not been contacted by Astor Crowne Plaza New Orleans French Quarter regarding complaint ID ********.

    Regards,

    ****** *******

  • Initial Complaint

    Date:11/21/2024

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I booked a stay at the astor Crowne plaza in New Orleans from Priceline for the day of November 10th through the 11th 2024 I was told I needed to check out 11:00 a.m. I dropped my card off at the front desk at 11:00 a.m. and I received a charge of ****** on my credit card with no explanation of charges I paid my booking through Priceline so I should not have incurred any other charges through Crowne plaza I was told by a representative when I called to inquire about the charge on Saturday November 16th 2024 that this charge would be credited back to my credit card which has not happened I also called and left a message for their accounts department which I have yet to get a call from I have disputed this through my credit card company but I want everyone to be aware of false charges by this company. I would like a contact from management at Astor crown plaza with an explanation as to why these fraudulent charges were added to my credit card without my authorization I would also like these Chargers reversed and credited back to my account thank you

    Customer Answer

    Date: 12/12/2024

    [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    At this time, I have not been contacted by Astor Crowne Plaza New Orleans French Quarter regarding complaint ID ********.

    Regards,

    ****** *********

  • Initial Complaint

    Date:09/16/2024

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I booked the hotel and cancelled with 24 hours due to Hurricane ********. They wouldn't waive the fee and only gave me a partial refund. It was flooded out there and the airport was shutting down flights.This is what I received Hello ******* *****, your reservation was cancelled Your reservation with Crowne Plaza New Orleans French Qtr - Astor at ****************************************************************************** ************************ from Fri, Sep 13 to Sun, Sep 15 was cancelled.

    Customer Answer

    Date: 10/08/2024

    [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    At this time, I have not been contacted by Astor Crowne Plaza New Orleans French Quarter regarding complaint ID ********.

    Regards,

    ******* *****

  • Initial Complaint

    Date:05/15/2024

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Last night at Crowne Plaza hotel, I had an extremely unsettling experience which unfortunately impacted my entire stay. Upon settling into my room, I was shocked to find a mouse running freely across the floor. Expecting prompt assistance, I immediately called the front desk and was assured that someone would be sent to address the issue.However, as the hours ticked bytwo hours, to be preciseno one arrived to help. Being close to midnight and needing to rest for the day ahead, I found myself in a very uncomfortable situation. Throughout the night, I was unable to sleep, constantly worried about the mouse potentially climbing into bed with me. This ongoing concern made it impossible for me to relax or feel comfortable in what was supposed to be a restful environment.Given the severity of the situation and the lack of response from hotel staff, I requested a full refund for my booking. It is reasonable to expect a clean, safe, and secure environment when staying at any establishment, especially one that promises a certain standard of hospitality. The failure to address such a distressing issue promptly not only ruined my night's rest but also my overall perception of the hotel.I am deeply disappointed with the service and responseor lack thereoffrom Crowne Plaza. I hope that sharing my experience will prompt the hotel to reconsider their customer service protocols and ensure that future guests do not encounter similar neglect.

  • Initial Complaint

    Date:05/03/2024

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am a government employee. I attended a conference from ***** April at the Crowne Plaza, New Orleans French Quarter. Reservation was booked via the Defense ************** ***** code "Fedrooms". I paid via government travel card.I was charged $2.00, $21.53, $2.61 on 16, 17, and 18 Apr; and $2.00, $23.99, $2.91 on 19 April. As a government employee, using a government travel card for official duties, I should have been exempt from taxes. I've called and left messages for ******************************* (accounting) who has not returned my calls, I've interacted with the Front Desk who either tells me to call the manager during the day (who has not returned my calls), they also referred me to ******************. I've texted ************ who was helpful during my stay, for issues with the room . They first gave me an email for *********************, listed as the Front Desk Manager, of ******************************************************** which was an invalid email.It's now been 2 weeks and the problem is not resolved. So I'm filing an official complaint.Resolution: Corrected bill with no Tax as stated by the state of ********* so that I may pay my travel voucher. If done soon, i won't additionally ask for late payment fee and interest payment on my card. Please hurry, and thank you.

  • Initial Complaint

    Date:03/22/2024

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    February 9-12, 2024 Crowne Plaza No running hot water on February 10-12, 2024. No apologies, no fixes, but lots of attitude from the front desk manager, Nira. She was hostile, dishonest and disrespectful. Even the state health department was dishonest, responding “they have hot water” on February 12th. When the did not upon my check out that morning. I want a billing adjustment for that stay. By Priceline and Crowne Plaza!

    Customer Answer

    Date: 04/12/2024

    At this time, I have been contacted directly by Astor Crowne Plaza – New Orleans French Quarter regarding complaint ID 21471891, however my complaint has NOT been resolved because:

    I was offered a partial discount. But feel that was not enough. 

    In order for the BBB to appropriately process your response, you MUST answer the question above.

    Sincerely,

    ***** *****

  • Initial Complaint

    Date:03/13/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Stay was from January *****th. There was no hot water and no heat on the floor or in my room. ******, the condescending, lack of listening comprehension manager failed to properly address any issues. I contacted corporate and ****** lied and told them he offered my entire stay in points. The hotel refuses to refund or give any compensation. They play childish games by hanging up and advising phone dispatcher not to answer private numbers or from my phone number.

    Customer Answer

    Date: 04/02/2024

    [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    At this time, I have not been contacted by Astor Crowne Plaza New Orleans French Quarter regarding complaint ID ********.

    Regards,

    *******************

Astor Crowne Plaza – New Orleans French Quarter is NOT a BBB Accredited Business.

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