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Guest Reviews

Each review and rating that we receive is verified to ensure that we only display information provided by guests who have actually stayed in the hotel.

Review
Guest Reviews
Each review and rating that we receive is verified to ensure that we only display information provided by guests who have actually stayed in the hotel.
89%
Recommend This Property

Overall Experience

4.3

based on 782 reviews
89%
Recommend This Property

Ratings Breakdown

782reviews

  • 5 Stars
    453
  • 4 Stars
    198
  • 3 Stars
    64
  • 2 Stars
    40
  • 1 Stars
    27

Oh dear! Who to blame?

By

March 23, 2017

I booked to stay at this hotel as a one night stopover en-route to collect my 10 year old son from a week's camp. I wish I had not.
This is not suitable to be called a Crowne Plaza anymore (I had stayed here previously and it was amazing) but now the staff standards have dropped and there is little passion about this hotel - although I did encounter one lady in the corridor who was going about her chores and was a pure delight, so there is hope!
A number of issues:
My room was dirty, with what appeared to be bodily fluid stains on the walls.
My room was not furnished to the standards displayed on the website
My room was not equipped with Crowne Plaza Sleep Advantage Kit
My room did not contain the Contact Card for the GM
My room amenity tray of tea / coffee had not been restocked and was abysmal.
There was no welcome water or amenity. I was told that complimentary water for guests is now chargeable under the new owners and to drink from the bathroom tap.
I received no apology from staff. Their reply was "We can't do anything, it's the new owners policy" and "We hope your next stay is better" There won't be a next stay.
I was promised a meeting with the GM the next day and he didn't appear, however the Duty Manager met with me, and listened. The GM made contact with me the next day, and I raised all the issues again, as most had not been passed on by the Duty Manager.
It seems the general feeling is that a proposed refurbishment is going to solve all of their problems.
Sadly, with most of the problems I identified being caused by human factors, then none of the service standards will improve.
I have had a rather limp apology. Nothing to recompense for the disaster of a stay that I experienced, and to be honest I would have been better looked after at the Holiday Inn Express located nearby.
I won't be going back - and it seems that the hotel management don't care - as most of the reviews on IHG are being replied to by the service centre rather than the hotel. That always tells me there is a problem. If the GM doesn't read reviews and respond to them personally, well how do they ever know there is a problem.
Avoid; wait for the refurb; take your own tea/coffee/water and cleaning materials.

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Lovely overnight break in Marlow

By

March 23, 2017

club

Lovely hotel, very attentive, friendly and professional staff. Beautifully clean and comfortable room. Good pool and outside spa.

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birthday

By

March 22, 2017

club

lovely hotel, go there quite often, not far from where we live, also have taken our grandchildren there, good swimming pool

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Not impressed

By

March 22, 2017

club

No atmosphere. Cold. Wrong food order that took ages to arrive. Staff that could not understand English. Badly kitted out bedroom. Very disappointed compared to same hotel in Gerard's cross which was amazing....

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Comfortable bed

By

March 22, 2017

club

Our stay was comfortable and the room was clean. My husband did however want a piece of fruit at breakfast but the staff told him he would be charged £18.95 for it,perhaps you should look at giving complimentary fruit at reception as £18.95 for a piece of fruit is ridiculous.

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Visiting family

By

March 20, 2017

club

The hotel was not as close to Marlow as we were lead to believe. It was a good 30 minutes walk into town. The check in was very good we were updated in bedroom which was nice. The room was very nice and in the quiet area. The early morning alarm service that we had booked, did not happen luckily I had lput our watch on alarm.
On checking out I told the receptionist that we had not received our alarm call, she was was not interested. I do not like the thought of having to give my card details in when booking in and having £50 taken , when we knew we would not be spending that money. Now I have to wait three days for the money to go back onto my card. This should be an potion

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In general ok experience

By

March 20, 2017

Overall good experience, however taxi ordered the night before for morning departure was not ordered.

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A good hotel. But expensive.

By

March 19, 2017

Very friendly staff and good quality. Seems a little pricey, but as it is always busy I guess that is just me.

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Nice hotel with excellent customer service

By

March 15, 2017

club

Stayed for two nights. There was a group of 9 of us. The staff are extremely friendly and nothing is too much trouble. There were a few communication problems but they were soon rectified satisfactorily . I would definitely recommend this hotel and would stay again. Once you're in the hotel you don't even realise you are basically on the edge of an industrial estate. The rooms were clean and comfortable. The choice for breakfast was great as it is in all ihg hotels. The meal we had in the bar was delicious, compliments to the chef! The staff's attitude made our break really enjoyable.

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Nice hotel

By

March 14, 2017

This hotel was really nice the lake out the back was nice to sit by and have a drink! The only thing was if there having a party/function you can not go outside to the back by the lake!

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great location and good allround service

By

March 13, 2017

platinumelite

this is a great hotel for its location and services we had a very good breakfast it was very quiet and its easy to park

Posted byHotelStaff
March 13, 2017
Dear Highly Valued Guest We greatly appreciate your wonderful review following your stay at the Crowne Plaza Marlow We hope to have the pleasure of welcoming you back in the very near future Best wishes Hotel Management
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Woken up far too early

By

March 13, 2017

club

We booked a night at the Crowne Plaza as we had a meal booked at the Hand

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