Crowne Plaza Marlow Recenzje 97

We were gifted a Buy A Gift hotel stay at Christmas. We booked a one night stay at The Crowne Plaza Marlow with 3 course meal and breakfast and paid an extra £55.00 towards our stay for the meal and breakfast. We made the booking directly via the buy a gift website in January for our stay in April. and were sent a booking confirmation. At no point during the booking or after were we ever told to contact the hotel directly.

Upon arrival at the hotel we were told we did not have a booking. The man at reception told me that I had not booked correctly as the voucher had to be redeemed by the hotel directly. I have since spoken to Buy a Gift and confirmed that this is not the case and that the booking from the buy a gift website should have gone through directly to the hotel.
After a few minutes the man at reception took my phone with the reservation confirmation behind the desk to another room to “check” it. He came back and confirmed that I didn’t have a booking on their system. He asked me to check my name again and then told me that Buy a Gift had put my name in the wrong way around, confirming that I did indeed have a reservation and that I did not have to contact the hotel directly to book.

To his credit, we were upgraded to a king room & he was very pleasant about it.

The room itself was lovely. I could not fault the room in any way.

The restaurant and our meal however did not meet our expectations. Again, the restaurant did not have our reservation despite being shown the Glaze Restaurant reservation confirmation email. Never the less we were seated by a very helpful young woman who was lovely. Service was quite slow despite the restaurant not being particularly busy. The food was quite good, apart from the curry and we did wait approx 40 mins between mains and desserts as nobody bothered to take our order until we managed to get someone’s attention.

However, our entire dining experience was overshadowed by a very rude and visibly angry member of staff. We can only assume the lady was a manager as she was dressed in a suit unlike the waiting staff. During our 2+ hours in the restaurant, we saw her throw a high chair, be rude to other staff and to customers, slam things down on tables and was generally in a terrible mood the whole time. It has created quite an atmosphere which was very unpleasant.

When we were leaving, the nice girl at the restaurant reception asked us if we had signed anything (we hadn’t seen anyone else sign anything at all). She then went to get the manager, unfortunately for us and her, it was the very unhappy lady who had thrown the high chair. This lady then proceeded to be incredibly rude to the waitress in front of us, which was very uncomfortable - despite the waitress not doing anything wrong. I have never witnessed such a terrible attitude and service from someone in hospitality before and hope I never do again.

We even skipped breakfast to avoid a repeat of the night before.

Such a shame as the hotel itself and the rest of the staff were great, but I can’t say we’d go back after experiencing the “management”.

Excellent two day break. Cannot recognise earlier negative reviews as our stay was faultless. Superb receptionists, excellent restaurant (especially Julie) and fine wellness centre (especially Charlie and the therapists) Rooms were spacious and it seemed to us excellent value for money Will certainly stay there again

I would like to give this hotel a zero star but it is not possible.
This must be the worst IHG hotel.
do not stay there if you have a choice and if you must go to marlow for food as the expensive food they sell you is probably frozen food from iceland supermarket.
be careful with billing take a picture of anything you sign for in the dinning room as something fishy is going on there also insist on seeing the drinks menu as they try to hide that from you.

Started the day by checking in at the advised time of 3pm. The info said before we arrived we would be charged a £50 holding deposit for every night we stayed. We only stayed for 1 night but that was doubled to £100 which had apparently been decided the day before? My wife had 2 treatments, both were interrupted by noisy guests right outside of the relaxing spa area? And to make matters worse; the 25 min treatments only lasted 15 mins each! There was dirty plates and empty bottles in the hallways for hours that were cleared up LOUDLY at nearly midnight! We have photos and videos to prove this. I asked the person cleaning up if it had to be done so loudly and why was it being done so late when they had sat there all day. His response was a shoulder shrug. And the “Award winning restaurant” was a horrendous experience, we could see that other guests were noticeably aggravated by how long it was taking to receive their meals and it was no different for us, which came as a shock as the restaurant was hardly busy! We received a pitiful amount of bread in our basket, enough that it wouldn’t have been able to fill up a hamster. Our starters and mains were cold, tiny portions and not at all as described in the menus. They were also out of olives (which of course we was still charged for). Bar staff were rude and unhelpful. When it came to breakfast, finally we were nearing the end of our stay, we thought, how could they possibly ruin breakfast for us? Well, again, rude staff and dirty plates for us to eat of off and no glasses to be seen for us to get a drink. I have never had to leave a bad review in my life but this trip angered me so much. Please do not use this place. Save your money or go elsewhere. I wish I could give it 0 stars

Please avoid this place at all costs!

Went for a spa day and to cut a long story short, it was disgusting and unacceptable. The management are rude and try to blame their customers for their mistakes - which is laughable looking at all the other reviews, embarrassing!

Do not waste your time here.

Worst experience ever. Rude staff. Rude management. Pressured by Crowne Plaza Marlow to change this bad review. Shocking.

The front of house manager are very rude. They were rude to us on check-in and we observed that they were rude to all the guests who approached the front desk.

The front of house manager asked for a £100 deposit on check-in. They said that this was for any incidental expenses like breakfast and dinner. We paid the £100 deposit and obtained a receipt.

We ate dinner in the hotel restaurant that night. The bill came to £50. The restaurant asked for payment. We asked them to deduct £50 from our £100 deposit. The restaurant manager screamed and shouted at us.

We went for breakfast the next morning. The breakfast bill came to £30. Again we asked them to deduct it from our £100 deposit. The restaurant manager screamed and shouted at us.

We paid £100 deposit on check-in. This should have been returned to us on checkout. The police were called as a last resort when the front of house manager effectively stole our deposit and refused to return it.

A complaint was submitted to ihg about the behaviour of their staff and this complaint has been completely ignored.

I've just seen that Crowne Plaza don't even acknowledge these reviews, which shows they don't care about their customers. I've had very poor service two years on the trot now trying to book a buyagift spa experience. They don't reply to emails, you can't get hold of them on the phone and if you do they're rude.

I’d give a minus score but unfortunately that isn’t allowed!
I have now emailed 3 times regarding a complaint for a stay in early December and still not had a response.

We had a bad experience at the Marlow hotel.
The check in agent was rude, no room service after 6pm and no space for residents to dine in the bar and restaurant, filthy swimming pool and definitely not a covid secure area.
Told if we wanted to eat ‘just go to town’.

Room service pre 6pm arrived with no cutlery, food was cold and when we asked for cutlery it took 25 mins so our food was inedible.
It took 28 mins of trying to order our food - and then we gave up and rang reception from our mobile.

And after all of our complaints still no response from the Hotel.

Will never recommend and will never go again. Disgusting.

VERY POOR SERVICE!
I had a reservation with treatment for two on 27-28th December as a birthday gift to my wife, with the treatment booked for 27th evening, at 17:30 and 18:00 respectively. Upon arrival we were told that our spa/treatment was actually scheduled on the evening of 28th, 6 hours after the checkout. Unlike the booking confirmation, the spa have never sent us any email with the date of the treatment, so we could not uncover the issue before we checked in the hotel. Booking the treatment on the 28th evening was absolute nonsense since the person who made the booking over the phone knew we were only staying for a night, very poor communication between the spa and reservation team.

We have talked to the spa staff and the receptionist, and both told us that the spa was fully booked and there was nothing they could do. If we wanted to get the treatment, which had already been paid for, we would have to stay in the hotel for hours after the checked out. This was not an option for us as we had plans in London.

Absolutely The most atrocious customer services I have ever experienced. I will now never use the Crowne Plaza group again in any capacity and possibly anything associated with the ihg group. I wouldn't bother escalating either as it appears the management don't care either. Excellent at taking your cash but not great on service.

I received a voicemail this evening cancelling my weekend Booking at the Crowne Plaza Marlow, only giving me 5 days notice because they had an ‘exclusive booking’ which probably meant a wedding or an event bringing in more customers and could no longer honour my booking. I am highly disappointed and was so looking forward to staying at the Crowne Plaza for 2 nights with an afternoon tea, as this was booked months and months ago in August, and I had a baby in April so this was my holiday after the pandemic and having a traumatic pregnancy as well as celebrating my birthday early - 1 Dec as my husband is a HGV driver and not allowed to take any annual leave on Saturdays or at all coming up to Christmas!

My husband is a HGV driver and cannot take any Saturdays off due to the amount of Polish & Romanian truck drivers returning home. So we were told by 2 different colleagues, 1 Manager, that we can come on a Sunday & Monday due to the weeks always being fully booked anyway and my husband a HGV driver Sunday’s & Monday’s are his day off. He just booked Tuesday off as annual leave.
Not to mention we were coming to stay from Reading, as my Mom lives in High Wycombe.

The lady who left a voicemail was quite abrupt and not polite when cancelling, said she gave me enough notice of 7 days, which I informed her no she hasn’t today is Monday evening and so that’s only 5 days notice! She also told me no males work in her department, and I said 2 male colleagues one including a Manager confirmed that it was fine to come on a Sunday & Monday due to the weeks being fully booked and accepted that my husband works long hours on Fridays & Saturdays and can’t get weekends off.

I am thoroughly disappointed as my husband works 70* hours a week and we hardly see him, and it’s my Birthday 1st December so this was my celebration as the Transport Manager doesn’t allow any annual leave to be taken on Saturdays and exclusively not in December!

Trying to get through to them on the phone is a nightmare as no one answers! When I finally got through one particular Receptionist was very unhelpful and tried to argue with me that she hadn't taken my phone number down wrong - even though she read it out wrong to me and I corrected her! After this happened I asked if her colleague could call me back so I could go through some things before booking. This never happened so therefore they've lost my custom!

I read the reviews on this site the night before arrival and was horrified however, that is not the experience I have had with my friends. There are four well travelled adults in our party, one owns a hotel, so this is an honest review.
All the reception staff (Sid + Arif) have been exceptionally helpful throughout our stay.
The spa/gym reception has answered numerous queries, refreshed our robes and sorted our treatments efficiently.
The body massage from masseuse, Sonyia, was second to none. I so wish I lived closer!
The bedroom is tastefully decorated, well designed, with all the necessary amenities and a really comfy bed.
Breakfast was plentiful and tasty. We chose the lakeside view glass extension over the restaurant.
Outside, the hotel architecture may not be to everyone's taste but the internal decor and amenities more than make up for this.
I have no idea how our experience can differ so greatly from the other reviews, and TBH we are reasonably fussy and demanding.
Let's face it, the staff shortages across the hospitality sector since Covid have put such pressure on the remaining staff. This impacted us on booking and was quite frustrating prior to arrival when I wanted to make a change. That said, I have not been disappointed since and am very happy sitting in the spa compelled to write this and thank all the staff for making this a happy staycation break. 👋

The visit to the Spa was extremely disappointing. We bought the Groupon special which consisted of spa day, treatment and lunch. All was pre-booked. The Spa was very disappointing. We arrived about midday and there were no seats available. The jacuzzi was not working and the staff were not very helpful. We were about to leave when we acquired some seats. The treatment was cancelled as we did not want a male masseur. We were told very abruptly that it clearly states on the website that you have to let them know if you have a preference for a female. The food was completely different to the menu shown on booking and we were sat on tables set up in the bar. The staff in the Spa we’re extremely rude and unhelpful. We left early and will never go there again. Definitely not worth it.

Really unexpected that I’m feeling the need to review.
The booking was difficult to make but when we finally got there the check in was great and front desk couldn’t have been more positive and made us feel great so the stars are for them! The room is lovely. The rest of the hotel feels a little old. The restaurant and bar service was awful. They must have been doing more than it seemed as it didn’t look that busy but they weren’t coping. Surely when you have pre booked tables you know how to cope in advance? The restaurant really felt like a cafe and the lighting was far too bright to create any kind of atmosphere. The food was actually really good but we didn’t have a drink until main course not even water. The main dishes then stayed in front of us for ages… and ages…. By the time Desert came we once again had no drinks and kind of just wanted to leave. Sad for the chef as again food was delicious. Not sure what the issue is maybe understaffed although as I said it didn’t seem crazy busy and was mainly pre booked? It wouldn’t take much to raise the game at this hotel as the rooms are nice and location was good they just need to add great service to the mix! There were lovely tables in the restaurant overlooking the lake and with slightly lower lighting but we weren’t allowed them as they were set up for breakfast???? At 7pm very strange to use your best tables for the next day? Overall just feel like we wanted to get up and take over the service ourself as was frustrating such small things do really matter.

Do not stay here - as the other reviews state. I can wholeheartedly agree.

We left 3 hours after checking in.
As are tired new parents who haven’t had a night away in over a year, all we wanted was to use the spa, have some lovely massages and order room service so we could get lots of sleep. I checked that the hotel offered this before I booked a spa break and they did. However….

We were unable to check in until almost 5pm, so I couldn’t use the spa while my husband was getting his massage as planned, no room service available and only an Indian (weird) or British set menu was available NO a la carte as the website stated. Nowhere on the website or within my confirmation does it state that the a la carte menu and room service are unavailable. A complete con.
Our drinks were warm and flat so my husband sent his back and they refunded mine. No bar food was available either and the bar was dirty and sticky with sticky menus.

My husband requested a female masseuse when condoning his spa booking and to his surprise the man from reception wearing no uniform turned up and began to pinch him saying ‘the skin sometimes sticks together’ and then rubbed his head vigorously like he was drying it with a towel. He used cold oil all over him and didn’t perform a massage at all. My husband complained about this asking for the guys paperwork to prove he is qualified because he felt so violated in that massage room. They did not provide any proof of his qualifications.

After this we cancelled the next massage for the following morning. We decided by that point this hotel was not going to give us the break we needed and had no choice but to leave. We must’ve made over 5 complaints that night, no one cares. They just used Covid as an excuse to why they are under staffed but then Crowne Plaza should not be fully booking their hotel if they cannot accommodate customers and keep their promises from what’s advertised on the website. We trusted Crowne Plaza as a decent hotel brand but unfortunately this has tainted our view.
We are in the process of taking this further.

Probably one of the worst 4* hotels we've stayed in ever.

First the good points:
- bedroom was exceptionally clean & modern
- shower was powerful
- Breakfast is pretty decent and worth the £17 price tag. Even better if it's included as part of your package.

And now the bad points (take a seat, this'll take some time):

- Service is atrocious! I had to make 3 calls to finally book the hotel, each call taking over 45 minutes for them to answer. During the first two calls I was told that I could not use my Virgin Experience voucher to book a room as they were very busy and that the rooms available had a rate of over £300. During the third call I was told that I could book a room but I would have to forgo any spa treatments as they were fully booked till Jan 2022. No alternatives were offered. It was our 25th anniversary so I booked the hotel anyway even though the original reason for purchasing the voucher was with the intention of using the Spa offerings.

- From the moment we stepped into the reception to check in, all we could hear were a group of women complaining about their stay. This didn't leave us with a good impression of the hotel. Throughout our stay, it was complaints after complaints that we could hear in the reception, bar and dining rooms. You can tell from my review, we also had cause to complain multiple times!

- Although the hotel had a multi-million pound renovation in 2019, overall it still seemed dated. Most outdoor areas were filthy

- Staff were particularly unattentive.
Ordered 2 Americano's on the first day asking for takeaway cups and hot almond milk. After 35 minutes our beverage was bought out in mugs with cold dairy milk. Are they stupid or what?
20 minutes later, we were given our Americano's in takeaway cups but the drink was tepid. We complained to the manager (Deepak) who apologised profusely and made multiple promises which he didn't keep.
Booking for our evening meal was also a mission. Even though I originally booked on the phone we did not have a confirmed reservation. At reception, we booked again and later found out that we were still not on the reservation list. In the end we ended up speaking to the Dining manager and confirmed a booking.

- Dining, little to say except the £35 price tag in no way justifies the food on offer. Seriously, if it wasn't part of the package, I would have gone out to Marlow town centre and eaten a hearty meal for 1/2 the price. The food really isn't very nice, and the desert even worse. If the meal is not part of your package, don't eat here. Period.

- Breakfast, ordered 2 Americano's. Waiter bought 2 small coffees and asked for my room number and signature to pay the £7.70. I stated that we ordered Americano's and she said they were Americanos. Really? Americano's in small cups, wow that's a first. I didn't want to fuss in front of the other diners and so signed. I later raised this with reception at check out and was told that I had no choice but to pay, even though I showed them a photo of the coffee we were given. It even stated Americano on the bill. The duty manager gave me a card with the tripadvisor details and suggested I fill in a review and, possibly, management would come back to me and offer a refund. Doubtful me thinks!

I could go on, but I really don't want to waste any more of your time.
This hotel has some major issues.
In short, AVOID this hotel. Do not book here for a special occasion as you are at risk of major disappointment and, as was the case for us, a ruined 25th Anniversary.

Our stay was above our expectations thanks to Karim, Raj and Marshal. Great customer service! And the food was excellent!

Please do not consider booking a wedding here. They are scumbags. They will promise you a lot and do near nothing. We are literally considering all options to make they pay for everything failing. They failed us totally. Do not trust them. They stressed me as a bride out even on the day of my wedding. Honestly we only chose the venue because of the first events manager. Once she left, it has been horrendous. We were caught up with them because we had agreed to the contract. Once I have been advised properly, I will leave a more detailed review of what they did. Please do not trust them!

Told the hotel we would be arriving for the spa day no earlier than 10:30. Booked our treatments for 11:15. We were emailed less than 48 hours before to say they’d changed our appointment times to 10:00 and 10:30 (which we wouldn’t be able to make as we weren’t arriving until 10:30 owing to other plans as we had already told them) no courtesy call to inform us of this and this email went into junk . We weren’t given 72 hours notice as per the policy to change treatments, I complained and was told I’d have to just go without my massage as I’d missed it as it was at 10:00. Customer service of the spa manager was terrible, she couldn’t have cared less, didn’t offer a refund or attempt to resolve the situation. No empathy at all. We left within an hour as the “spa” (which was a basic swimming pool and facilities like we get at our local gym) was dirty. The main reception manager was more helpful with our concerns.