If you are Pretty, Petite and a Woman of Color, prepare to be insulted.
I want to say that I was highly insulted by the treatment I received at your Crowne Plaza Hotel in Springfield, IL on 10/28/2019. (I am a Rewards Member and I was not greeted the same by the all female diverse hotel check-in staff as other members.)
The first room, Rm 819, that they gave me the bathroom was not clean and the towels were used and thrown on the towel rack. I called the front office and they kindly said they will give me another room.
The second room, Rm 506 smelled so bad (musty foul odor) and had a dead black bug (about an inch and a quarter long) on the bathroom floor and there was a yellowish-brown thick substance on the floor around the perimeter of the toilet.
The third room, Rm 905, was already assigned to someone because a large purse and small luggage were in the room. Maintenance and the Front Desk Manager met me at this room and verified my claim.
At this point, I was tired and exhausted from pulling my carry on suitcase, laptop, and large purse. This ordeal ended at 7:30PM (I checked at about 6:15 PM) when I told the Front Desk Manager that I wanted a full refund and a refund for my cold food that I had purchased from a local restaurant. Mind you my food was still in the original room 819. I had to ask for the room key in order to get my food and leave the hotel. Janice returned with the room key and placed it on the counter not in my hand.
Janice, the Hotel Manager did not seem at all understanding of my situation and the front desk clerk to the right of Janice thought the whole ordeal hilarious. She chuckled and smiled the whole time I was explaining to Janice how displeased I was with the service that I received. I did not find any humor in this situation. Instead, it was embarrassing and almost seemed harassing. I left the hotel because I did not want to risk a 4th disaster. My time is more precious.
I drove 3.5 long hours to be insulted and treated poorly. I reported this incident to the corporate office and they are just as bad as there staff. They insists that I stayed at the hotel and keep texting me "How was your stay at our hotel?" I did not stay there, I left...Terrible experience.
I must be honest and admit that the non-desk male staff were very courteous, helpful and friendly.
