Different Crown Plaza, different policies.
I have stayed many times at this hotel for the past 2 years. The experience was perfect and the staff and service is still the best.
But for some reason, on my last visit, I was told the lounge
was closed and no longer available. And when I asked why, the front desk clerk only told me that it was a decision by upper management. Maybe it was language or my misunderstanding, but I thought the lounge was closed permanently.
Our Japan office staff was also with me when I checked in, after talking with the front desk, he also told me that the staff told him, the lounge was closed permanently and no longer available.
However, the next morning heading to 4th floor for breakfast, I saw my friends, who was also staying at the hotel. They told me the lounge was still open. I immediately called the front desk to check and was told the lounge is still available.
So during my checkout, I asked the front desk clerk again about the lounge and I was told it was my misunderstanding. He said the lounge is no longer available for spire ambassador at no charge. He also mentioned it was not the decision of the hotel staff, it was by the managers and upper management. I was also told the hotel staff even help and talked to the upper management, but upper management refused. I was also told this was applied to all IHG.
I stayed at Crown Plaza Manchester UK, AMS Netherland, Crown Plaza China, and many other countries, I was still able to use the lounge. Even other cities in Japan, Crown Plaza Japan, lounge was still available. I do not know why only KOBE was changed and was told this was the new rule for all Crown Plaza hotels.
I hesitate on writing this review for two month now, the reason was that I didn't want to get the staffs or other Crown Plaza in trouble. But I was told by the hotel staff from Kobe Crown Plaza to help write this so that the upper management knows about this issue.
Again, the hotel is a great hotel, traditional and friendly. I have received the best of service from all, not only the lounge staff, front desk staff, bell desk, all the hotel restaurant staff, their friendliness and service is one of the best. There is no complaint here, just wondering why the changes only apply to this hotel. Trying to find answers.
If any other Royal or Spire out there that had the same issues and knows the answers, please let me know.