Crowne Plaza Phoenix Airport - Phx by IHG

Reviews

• HG

  Harry G

  3 days ago
  5.0
  We stayed here prior to Christmas and it was a disaster. The manager, Keanu Parras, got involved and saved the day. We experienced poor food service at The Post, a continuous running toilet and roaches in our room. The roach incident was shared with Julian and what an experience! Keanu is certainly more capable at many levels. We returned after Christmas and experienced a very positive and incident free two-days. We will stay here again and you should too.
• AH

  Annie Hansen

  Jan 5, 2026
  2.0
  There is an overall level of grime and wear and tear that I would expect at a much cheaper and older hotel. There are remnants of spills down the sides of the furniture, loose hairs in the bed, a horrible pee smell in the bathroom, and just a grimy dirty feeling. The carpet in our room was ripped, and there was a hole in the bathroom ceiling from a leak. You can hear the bell of the light rail all night. The shuttle is a perk- but is not fast. I wouldn’t stay here again. The quality doesn’t warrant the price.
• SH

  Sierra Hamilton

  Jan 4, 2026
  1.0
  Unfortunately our stay was awful. When we checked in the sheets were horribly stained and covered in long black hair. Contacted the front desk and asked for new sheets, only for a housekeeper to show up to our room and expect us to point out every stain-then left with our sheets and didn’t say anything. We waited for over an hour and still no new sheets. Finally went down to the front desk and got moved to a different room (those sheets were stained too and there was a horrible smell). Every interaction we had with the front desk was met with attitude, carelessness, and barely looking up from their computers; very disappointing for an IHG property. Look elsewhere if you want a comfortable and clean stay.
• CR

  Celeste Ruppelt

  Dec 22, 2025
  4.0
  If you are tired of paying the high parking rates at Phoenix Sky Harbor, try using the garage here at the Crown Plaza. Staying at the hotel is not required to use their garage, which is open to the public. Yes, they do charge, but it cost us about $100 less for a two-week park than at the airport. The hotel shuttle is free and it will take you right to your gate.This saves one the drive to the airport and the hassle of looking for a place to park there. The garage here is of course smaller than the one at Sky Harbor, but it is clean, well-lighted and has a security service. I felt safe there and felt good about leaving my car. I like a middle tier of the four ramps and an inside parking place. I also take a cell phone photo of the space number, which helps me find the car later.
• JB

  Justin Burke

  Dec 19, 2025
  1.0
  Date: 19 December 2025 I reserved a room at this hotel for someone very special to me who was traveling with her young son. Because I could not be there in person, I placed a great deal of trust in your staff to provide a smooth, respectful, and worry-free check-in experience. My expectation was simple: that she would be treated professionally, given clear information—particularly regarding shuttle service—and made to feel safe and welcomed during her stay. Unfortunately, both her experience and mine fell far short of that expectation. She was met with rudeness at the front desk, asked the same questions repeatedly, and was not provided clear or specific information about the shuttle service for the following day. Despite informing the front desk clerk twice that she did not have a vehicle—having been dropped off—she was still charged for parking. This error was only corrected after I personally contacted customer service. More concerning than the billing issue was the conduct of the front desk clerk. Rather than focusing on providing accurate information and professional service, the clerk displayed an unwelcoming attitude, was dismissive when asked questions, sang at the desk, and made unsolicited, uncomfortable personal remarks. This behavior made her feel like an inconvenience rather than a valued guest—particularly troubling given that she was traveling with a child. My attempt to resolve these issues through customer service only compounded the frustration. I spent approximately 30 minutes on the phone with a representative who appeared to be outsourced, unfamiliar with local operations or company policy, and unable to reach the front desk because calls were not being answered. The result was a prolonged and unnecessary delay, with no clear accountability or resolution. A hotel’s success is not defined solely by its location or amenities. Like any customer-centric business, it is defined by service. On that front, this experience was deeply disappointing. Based on this interaction, I would not consider staying with—or recommending—this hotel group again. I will update this review if contacted by hotel management or someone with the authority to provide clarity and accountability. We are not “just reservation numbers.” This visit was meaningful, especially during the holiday season, and your team did not meet the standard of care one should reasonably expect. I strongly encourage management to review internal policies, customer service procedures, and staff conduct to ensure that future guests are treated with professionalism, respect, and basic human consideration. There were multiple problems and red flags with this experience.

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