ComplaintsforCrowne Plaza Syracuse

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had 2 rooms booked with points at the Crowne Plaza in Syracuse, NY. Each room was 21000 points, for a total of 42000 points. We checked into the rooms around 3pm on 2/21/24. We spent approx 20 mins and left for the evening. Upon our return at 9:30pm-10pm we were met by fire trucks and told we needed to get out of the hotel. We left, eventually finding out there was a fire of some sort on the 20th floor. I say 'of some sort', because the staff told us next to nothing about what was taking place. We stood outside in the cold for about 30-45 min while staff looked at us saying nothing. We took a walk around and found other hotel guests gathering in a door way and hallway of the attached convention center. We went inside and sat on the floor for almost two hours while staff to us nothing about what was going on. We were eventually relocated to a nearby hotel, but without our clothing, belongings, medication or any ETA on when we might actually even be able to get the keys to our car or toothbrushes. We are seeking a refund of the points we used to purchase this stay. We reached out to *** for the hotel chain. We were told that they refused to help, stating they accommodated us. This is an untruth. They got us a room, but we had no clothing, no medication, no toothbrush, no phone charger. Nothing! This is NOT an accomodation. We understand that fires happen, but it was not our fault and my understanding now is that it started in some upstairs banquet facility. So the fault of the hotel. They did nothing to let us know when we could get our stuff, we had to call the next day. When we were finally able to get our belongings we had to walk up and down 13 flights of stairs as their elevator was not working. I have very bad knees and can't begin to explain how awful that felt. The hotel didn't care, didn't offer to help. I can't understand how they could be considered ADA compliant. We want our points back and anything short of that is an insult.

  Business response

  02/23/2024

  On Wednesday, January 21st at approximately 9pm there was a small fire on the 20th floor of our hotel. The cause of the fire is still unknown, and as I would think all could understand, not the fault of the hotel. The fire department was quickly on scene to extinguish the fire and evacuate the building. Fire fighters and staff were directing all guests to our conference center area. Staff on-site were doing the best they could to try and get any details possible, and communicate to guests. All guests were safely directed to our conference center and told upon knowing more details, we would communicate. We did not have answers or directive from the fire department for a few hours on the status of the building. In the mean time, we set-up accommodations at a property, within walking distance, for guests. Though guest belongings were still in their rooms and the fire department would not let anyone into the building, we wanted to ensure guests had a bed to sleep in. We let all guests know they could check into the hotel next door and that once the building was able to be occupied again, they could come get their belongings. At the point when we relocated guests, we did not have an answer on when guests could get into the building, so we could not provide details that we did not have. Our staff's top priority was to ensure guest safety and follow all fire department directive. I sincerely apologize if Ms. ******* does not believe our staff responded properly or handled the situation as she thought it should be, however I truly believe we responded in the best way we could, in an unforeseen situation. Unfortunately, the hotel is not currently fully operating from the effects of water damage, so our elevator system is down. When guests returned, they did have to utilize stairs to get to their rooms. At no point was assistance asked for in returning to the guestroom. We had staff available all day Thursday to assist guests getting items from their guestrooms. All guests who had reservations on Wednesday, 2/21 will be receiving a full refund. If any other information is needed, I can be contacted. Thank you - Jenna G******** 

  Customer response

  02/23/2024

  I agree with the decision. I do take offense to the comment that we did not ask for help so none was offered. It was communicated that I have bad knees and the staff had no response. I didn't know I'd have to push for any assistance. I also resent the fact that I am having to push for this refund when I was told when reaching out prior that the hotel refused to assist. I have a confirmation from *** with that response.    I want to know when that refund to my points will be reflected.     I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.    Regards,   ******** ******

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had to stay here for a work conference and less than 12 hours into our stay, housekeeping went through and stole from three of our rooms. Over 60 dollars in cash was taken right out of my co workers wallet and a check was stolen from the middle of my brand new check book.. a checkbook that was hidden in my bag.. so clearly shes good at what she does. The cops have taken reports as well as the front desk, yet we still have no resolution. We were told the hotel would handle it the way they wish.. that’s it.

• Initial Complaint

  02/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I reserved a room under the premise that I did not need to make a cancellation if I did not stay at the hotel. I spoke to the booking department to confirm that. I then tried checking in a couple of hours early and was told there was not a room available so I asked them to cancel the reservation and was told they would do so. They decided to charge my credit card $143.75. Furthermore, a friend of mine stayed at this hotel the same weekend. He booked a king-size room and when trying to check in was told they marked him as a no-show since he was trying to check in later that night and was given a double bed room. The reason I mention this is it seems the hotel is okay with changing reservations last minute if it does not affect them but will happily charge someone if it is not an inconvenience to them.

  Business response

  03/01/2023

  Good morning, the reservation in question will not be receiving a refund. The guest was informed of the cancellation policy when the reservation was made. The guest tried to check in several hours prior to check in time and was informed that guest rooms were not ready at that point, the night before the hotel was sold out and could not accommodate an early check in. At no point was a refund promised to this guest.  

  Business response

  03/01/2023

  The guest was told OK regarding cancelling his reservation not that the cancellation policy would be ignored. The Guest service Rep did inform the guest that the reservation was past the 24-hour cancellation period. We are sorry that you could not check in early, however not being able to check in hours early is not a valid reason to cancel a reservation without penalty. If the guest can provide the name of the person he spoke to I would be happy to investigate and speck to the person he spoke to.

  Customer response

  03/08/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  BBB spoke to the consumer and the following was relayed: I'd like to close this up.    Regards, ******* ****

*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. ↩