Rated 4.3 out of 5 by 70
Rated 5.0 out of 5.0 by Ahmadeo Great feeling to be in medina and experience 5 star hospitality services
From the arrival experience to the check in the feel of attention to your needs starts from the security team and ends up with house keeping who helps you get your little needs one step ahead.
Thank you CROWNE plaza medina team for your great warm welcome.
July 20, 2014
Rated 1.0 out of 5.0 by AhmedSSS Worst IHG Experience
How can I put this nicely, this was one of my worst experiences I have ever had in an IHG hotel.
First Issue: I came to the hotel parking, telling the security that I have already booked a room in advance (paid the full amount), I waited in front of the parking lot, and the security didn't want to let me in as, according to him, I had to create a registration ticket from the reception. I told him just to call them and ask them to create this as they have my name already, he called them, and they didn't want to, I had to leave the parking and go to the reception to get this ticket, which wasted my time and effort for no reason, not to mention how rude both the security and the receptionist were.
Second Issue: I came at the hotel at around 11:30 in the morning, he told me "I'm sorry, we can't let you in before 4PM and this is hotel policy"...Well I'm sorry, in my entire life, and my entire IHG experience, I have never lived that, but instead when something like that happened they would do anything to let me in, or apologize and let me in half an hour later maximum. This receptionist wouldn't even apologize for this inconvenience. So what we did is that we went out till we came back at 5PM, They told us, we're sorry you'll have to wait additional half an hour, I told him I'm not waiting more than this, he told me that's the only thing we can do, I told him to give me his manager and here comes the third issue.
Third Issue: The customer relation manager, he was a nice guy, he apologized for what happened and promised to compensate us with some promises, he couldn't honor any of his promises, everything he did was just talks, and I would say that's most probably logistics issue, which is a shame for a 5 stars hotel like crowne plaza.
He promised my wife and me three things:
1- To be part of the "club" thing from 8PM to 2AM, having the right to take unlimited drinks. We went at 8:30 PM, the lounge was closed, we found someone working in the hotel at the door; we asked him if the lounge was open, he told us it should open at 11PM, and again we wasted time for nothing. We came back at 11PM, the lounge was open, however, there was no trace of food, drinks or even anybody to help you. It was totally empty. This was really too much, we wasted again more than an hour for no reason.
2- He promised entrance to the gym. The gym was under maintenance, no entry.
3- When we complained about the fact that we came at 5PM and still the room is not ready, he promised us to wait "just 10 minutes", we entered around 6PM exhausted from the long day we spent out of the hotel, which was more than an hour waiting doing nothing but wasting our time. As far as I know, when I book a 5 Stars hotel, it’s to get comfort, not to struggle. To tell you the truth, I’ve tried other hotels, less stars, same place, that were much much better in everything.
Fourth Issue: On the next day, when we complained about what happened to the manager of the receptionist, and told him all the issues we went through, he told us well there is nothing I can do, aren’t you going to complain anyway, so I won’t do anything. Then, he told me that I drank “One bottle of Bario and One bottle of Water” and that would cost 16SAR, well, in any other normal hotel, I would pay the money happily, however, I told him, you promised us free drinks yesterday in the lounge, and there was nobody in the lounge and no drinks, basically nothing, he told me, I don’t really care, the mini-bar is a totally different thing, you have to pay. I paid and left.
This is simply one of the worst experiences I have ever had in a hotel. I’ve been to so many, and this is the worst.
I am kindly demanding a reimbursement of the total night amount I paid or any kind of compensation that would make me satisfied in order not to lose me as a loyal customer to your IHG brand, not to mention forwarding this email to my colleagues that are as well registered to your brand and sharing this experience on social networks.
Thank you for your understanding.
July 16, 2014
Rated 5.0 out of 5.0 Good experience and i recommend it for others
location is great next to holly mosque , not far from center of madinah. rooms are really good and comfortable. I wish that you can put widen your varieties in the mini bar. for example diet Pepsi , more chocolate bars etc...
July 15, 2014