Flight and reservation cancellation

Due to weather conditions in Istanbul our flight has been cancelled on 31 DEC 2015. We were stucked at the airport. We have informed your hotel on 31 DEC 2015 at about 15:10 for the cancellation. We also have contacted the travel agency.

Hotel stuff Tanja Hopp (Shiftleader Front Office) firstly replied our message saying that they were very sorry and for assistance regarding payment matters, recommended to contact our travel agency.

Then we have sent a second mail both to the Hotel and Travel Agency. Secondly Hotel stuff Anne Puder (Front Desk Supervisor) explained that changes of the reservation have to be done via our travel agent. Since we already prepaid the travel agency, they as the hotel cannot make any refunds. Any refunds or lower costs have to be reconfirmed via the agency so the agency will contact the hotel and will let the hotel know what amounts will be charged.

After a while our travel agent has contacted with us and said that: “Hotel can not refund since the hotel were not informed about cancellation until 18:00 o’clock of the first night. If any information would be existed; the hotel would refund %100 of the payment”. We had got surprised because we had contacted to the hotel they did not do anything about it. After this point we had sad that we had informed the hotel. We have forwarded regarding mails as attached now. As you see the hotel had got the information beforehand but tries to deny something, and did not take any action consciously. Maybe they had taken new customers for the other nights!

Despite all of these, the hotel still refuses our legitimacy and cuts off %100 percent of the all nights. This seems impossible according to German Laws and Regulations while we have proofs of our disability about flights and sent cancellation mails. It seems that there is a double standart.

We cannot understand that how can you cut off a customers’ refund in such a difficulty and trying to get advantageof this, as being such a big Hotel Chain like IGH, CROWNE. We want you to know that if you do not notice these facts we will apply to the German Courts, German Hotel Associations etc. for protecting our rights.

You had not got the right to cut off of the all nights. Please sent us the governmental regulations of your policies. We think that you must apply any insurance (not us at all) of your side and since we have informed you before the time you explained, you must refund us %100 for all nights.


Murat OZTURK
ANKARA, TURKEY
+905334109397
[email protected]

My grandchildren came from Kentucky to spend the 4th of July with me. I called all over Dallas to find a safe place for them to watch fireworks and swim. I was assured this hotel would be the place. We tried using the shuttle to see the museum. We waited 20 minutes the 1st time and it was given to someone else. The second time it never came. After waiting an hour we finally walked in the heat to the museum.

After check in we found a drunken party with obscene music was being help at the pool. We were refused entrance to the pool because of this. We were also refused entrance to the only roof access for viewing fireworks. After complaining and asking for a refund we were allowed to watch fireworks on the roof.

The music which could be heard by everyone was filled with obscenities and the swim suits were scant. My grandchildren were given a quick education in how not to spend the 4th.

My husband and I had stayed at a Grand Plaza in New York and loved it. I will never use Grand Plaza again. I'm embarrassed and disappointed for my grandchildren.

June 6th, we stayed at the property. During our stay, the valet parked our car. All items were there when we left it in their care. That night around 7:30, we asked for our car to be brought around, so we could get a life jacket for out son to go swimming. Instead the valet offered to grab it and bring it up. My wife, said it took the employee about 20 minutes to walk to our car, get a life vest out of the back of the car. Walk back to us. Really? 20 to 25 minutes? The next AM, our car comes back to us missing the DVD players from our headrest. Amazingly the power cables are still in place. (great job, you stole something that requires a unique power cable, that you left behind). We filled a claim with the valet. Then gentlemen that took the claim said they were responsible. The following day, i recieved a call, that said the opposite. Oddly enough, they were more concerned, if i had left a bad review or not yet. Seriously... Worried about that image? Crown kept trying to explain, they are not apart of us, they just park the cars. I come to YOUR hotel, i dont care if you have 40 different people working for you. ITS YOUR HOTEL. ITS YOUR IMAGE. ITS YOUR REVIEW. Asked to speak to the GM. That guy never comes out of meetings. I am surprised he actually gets to eat. He is handcuffed to the chair in the meeting room. I'll take a message and he will call you back. I pulled a GM and handcuffed my phone to me, so i dont miss the call. Still waiting for that call.

The Valet after arguing, said they would cover the cost of my DVD players. When my wife returned home, she found that a bag that contained Medication for Myself, our child and her is missing. Awesome, after three Drs appts trips to the pharmacy and the costs of both. Call them back and tell them about this, more run around. We have yet to recieve a phone call back from anyone. You have thieves parking cars and GM who is apparently unconcerned with Theft on his property.

Fix the issue. Get your hotel in order. Tomorrow will be a phone call to the Atlanta Police Dept for a report and hopefully a few cops in your lobby talking to you about theft will be enough to maybe give awarness to a few.

If you come to the Crown Plaza in downtown Atlanta. Don't let the Valot park your car, just pay the extra and either take everything.... advil .... everything out of your car.

Three Failures here. Valet for not calling back and fixing their issue. The Hotel, for passing the buck as hard and fast as they can and blaming someone else for their issue. The thief. you stole migrane medicatoin and epi pens. On top of that, you didn't take get all of the DVD player which is useless to you now. If you are going to take 20 minutes, then try to do better. Got to be good at something, stealing isn't your thing!

On my stay at crown plaza Birmingham NEC check in wed 11th June check out fri 13th june booked and paid for hotel in full january 24th money came out off my bank 26/1/14 on booking in was asked if we wished to have breakfast answer yes please which i wanted to pay cash for 2 people 2 days was told its better if you used your card so said ok no problem did so which was £51.80 checked out on fri 13th on monday 16th june had a call from a man called RAG from crown plaza on which eh said i had not paid for our breakfast on which i said i had a receipt then he said it had not gone through so said ok he said that was £65.90 for four breakfasts so said my receipt says £51.80 then he said some thing about room and did not under stand but when i rang again about it had come out of my bank on the 16th of june £65.90 spoke to a girl and she said o yes i have it up on the computer you have paid too much she said she would get RAG to ring me back as he did but said he would put £25.90 back in my bank which i have yet to see then this morning wed 25th june i get my bank statement for my debit card and there in black and white on the 13th off june the £51.80 had come out so he did not have to ring on the 16th as it had already gone out Now to the food on the wed 11th june we whent in the restaurant my friend had the lamb which was ok potatoes where dry and tasteless i had the chicken with mass the mass was dry breakfast not worth £12.95 sausage not cooked in middle not a good selection off yogurts not filling fresh fruit up same happened the morning after this was 8.30am so don't no what the ones that came down at the end got dread to think thur 12th june ate in bar we order burger with goats cheese on and curly fries two of these when they came they brought burger with bacon and cheese on thin fries not what it said on menu we told them we had order burger with goats cheese sorry was the reply and took them back less than 5min later she came back with the same burger that the bacon had been taken off and put goats cheese on still no curly fries and when we got in the middle of the burger it was not cooked and was cold have stayed in this hotel before and chose it this time as we had tickets for food show and thought we had such a good time last time well looked after and food was very very good but it will be a long time before i go back So So disappointed Yours Mrs Janet Styles

We decided that we were going to do a pool party for my sons first birthday party at the Crown plaza hotel in novi. We signed a contract for 10 rooms and the party room by the pool so we could have his party. In the contract the hotel said that check in time was at 3 PM. At 3 oclock when people wanted to get there rooms to change and go swimming NONE of the rooms were done. People were changing in the restroom which the womens bathrooms were gross and backed up. One of the girls at the party has cystic fibrosis and had to do her PT in the pool area in front of all the other kids because the rooms were not ready. At four oclock they were finally ready and started checking people in. My grandfather went in his room and had zero towels. When he went to the front desk they said did you call house keeping. He said no why should I have to they just got done. Then about a hour later with my son sleeping in the room they we were right outside the room with a monitor and we watched a guy with a key get into my room. I was outraged with my son in there and the front desk said oops we made a mistake and gave him your room. Are you kidding me thats all you have to say for yourself giving a stranger a key to my room with my son in there and or a little girl in there sleeping or if he had stolen something and thats all you have to say with a grin on your face. On top of all of that the jacuzzi didnt work in our room. So a couple days go by and I get my credit card statement. Someone that was apart of the party true wanted to also get a room and they charged me for it. You had no permission to charge my credit cared anything outside of the agreement that was in the credit card. The fact that you did is credit card fraud and I should file a police report you idiots. This hotel is a mess please do not go there