ComplaintsforAstor Crowne Plaza – New Orleans French Quarter
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Complaint Details
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Initial Complaint
05/15/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
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
05/03/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
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
03/22/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
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 response
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
03/13/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
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 response
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,
*******************Initial Complaint
03/12/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
These incidents occurred from 2/08/24-2/12/24. I paid a total of $1653.52. Throughout our stay, the ** was acting up. We would turn it up since the rooms were cold, and randomly it would go back down. We complained about this and they said said they would look into it. Meanwhile, we requested extra blankets, but they were ultra thin and only provided us with 2. The real issue was the water though. We were not provided with hot water starting on Friday. We noticed that day the water was getting colder, and we assumed since it was Mardi Gras weekend, everyone was taking showers so we dealt with it. But the next day, the water was entirely freezing. They told us on Saturday that they were fixing it and that it would resolve itself in the next couple hours , but the water NEVER got warm for the rest of the stay. We were not able to shower for the remaining of our stay. They threatened that if we continued complaining, they would kick us out. Being that is was ********** we wouldnt be able to find a place in the location we wanted and we didnt have the extra money to move. We also never received room service and they ran out of towels, and blankets. So we had no towels by Saturday. Im assuming due to them not having hot water they couldnt wash things. We expect these things when booking a hotel and it was sad to see how this hotel handled the situation and threatening everyone that complained.Customer response
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,
****************************************Initial Complaint
02/22/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I stayed at this location on Sunday 02/11/2024,I arrived early 11:00 am and went to hotel to see if possibly a room might be ready,the line was long as this was during Mardi Gras time. It took about an hour to get to the desk where I was told I could register and that they would text me when room was ready. Finally we returned at 4pm only to be in an even longer line with about 60 people in the lobby trying to check in as well and only two people working the check in desk. This time it took over two hours to get checked in. Finally received the room key headed up to the room only to find there were no amenities(bottle water,soap,shampoo). The beds were worn as they were actually indented from so much use.The worst part was the hotel did not have any hot water so no shower this was not disclosed to me during check in.I contacted IHG on 02/13 via email who is the parent company and explained the problems I had at this location. They apologized and explained for a refund I would have to contact the hotel directly. I called the hotel on 02/15 3:25pm only to be sent to voice mail so I left a message to return my call.I called again on 02/16 and left another message,never got a call back. I contacted IHG again for help and they contacted hotel who finally called me on 02/17 9:53am only to be told I would only get half of a refund I stated I wanted a full refund but she would only do half and then hung up.This is unacceptable I didn't even get the persons name or an apology or the ability to explain the nature of my complaint.This is by far the worst experience I have had at a hotel ever and I saw there was a refund back to my card for $231.48 this is not anacceptable! I want a full refund and an apology,I paid for a clean comfortable room and what I received was far from it.Customer response
03/14/2024
[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
02/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Checked into the hotel on 2/9/2024 on 2/10/2024 early in the morning the hot water went out at the hotel and at the time of check out which was 8:30 am on 2/12/2024 it still wasn't back on. The hotel continued to check people in all weekend long and not tell anyone that the hot water wasn't working. Tried to talk to someone about this multiple times and each time the front desk said I needed to talk to someone else who wasn't available. At one time asked the front desk about checking out and finding a hotel with hot water and was told my stay was non-refundable so if I checked out early I wouldn't be reimbursed for the days I didn't stay. Because this was Mardi Gras weekend the hotel was pre-paid and non-refundable. At one time was told by IHG that I needed to go through Expedia since I booked the room through them. Contacted Expedia and filed a complaint, according to Expedia they reached out to IHG multiple times and weren't able to obtain an approval from the property manager.Initial Complaint
02/12/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My problem revolves around my current stay at the Crowne Plaza Astor Hotel in New Orleans. I checked in on February 9th and checking out on February 12th, 2024, with two friends for a girls' trip. Throughout our stay, we encountered a significant issue: there was no hot water available for showering. Despite bringing this to the attention of the hotel staff, including the manager, multiple times, the problem persisted, and we were met with inadequate responses and false promises. The staff claimed the issue would be resolved within a short timeframe, but this never materialized. We were provided with inconsistent explanations for the lack of hot water, ranging from maintenance adjustments to high occupancy levels. Furthermore, the overall condition of the hotel left much to be desired, with rooms in need of maintenance and cleanliness falling below expectations, the room smelled of mildew. This experience was deeply disappointing and has led me to seek resolution and redress for the inconvenience and distress caused during our stay.Initial Complaint
02/12/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I arrived to Astor on February 9, **************************** However, February 10th early morning there was no hot water, no lukewarm water, no room temperature water and no towels. Only ice cold water ! Ice cold water to shower. Ice cold water to brush teeth. Ice cold water to wash our face. There was no ETA for the hot water issue to be resolved and no accommodations. I was repeatedly lied to about when a manager would be available. I was never able to speak with management. They also allowed hundreds of people to checkin without notifying them of no hot water! However, they were running a restaurant and serving breakfast???? How are they washing dishes with cold water??? In addition, I paid for valet parking and was unable to utilize valet services. I was unable to retrieve my car whenever I needed to unless I walked 5 blocks and find my own car. Upon checkout we had to ride a shuttle to be dropped off on the side of the parking garage while it was raining.Customer response
03/03/2024
[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
11/14/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Hi I am reaching out I have had so much trouble with this establishment. I drove over 10 hours to arrive and when I got to my hotel I was notified that their system was down and was told to wait and it would be up and running. 4+ hours goes by and I have yet to get into my room. Many many other guests were very disappointed. And I was told by the manager (***********************) that if I wanted to cancel I could and get my full refund. so I decided to do just that.i call the hotel the next day to see if my money was in route for refund they kept transferring me to so many people who did not answer. I leave the state and come back home and I still dont have my money back I called the hotel and they told Me ***** no longer works there and they could do nothing to help. I know that I booked my reservation under third parties I had contacted them and both had said they were waiting for the hotel to approve it and still nothing. Im not sure who else to contact but this is ridiculous and just want my money back .137.66 10/30/2023 10/29/2023 ******
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Customer Complaints Summary
15 total complaints in the last 3 years.
11 complaints closed in the last 12 months.