Crowne Plaza Leeds by IHG

Reviews

• NN

  Nina Navaratnam

  6 days ago
  1.0
  Absolutely appalling experience at Crowne Plaza Leeds by IHG. Before booking, we specifically asked the woman at the front desk, who appeared to be the manager, whether rooms were available. She confirmed that they were. She seemed noticeably unhappy when we mentioned that we were going to book through Booking.com, but we went ahead, made the booking, received confirmation and payment was taken. We then went back inside and queued at reception for around 15 minutes. There was a large group ahead of us, and by the time we reached the desk, we were suddenly told, “Sorry, we’re fully booked.” It appeared that the remaining rooms had been allocated to the group in front of us, despite us having just confirmed availability with the same member of staff and completed a paid booking. What made it even more frustrating was that rooms were still showing as available online afterwards. I called the hotel to point this out, partly because I didn’t want somebody else to go through the same experience, and was simply told, “These things happen.” I travel and book hotels regularly, and I have never experienced anything quite like this. For a supposed 4-star hotel, the way this was handled was incredibly poor. No real attempt to resolve the situation, no meaningful explanation, and seemingly very little concern about the inconvenience caused. The hotel itself actually looked lovely from what I saw of the foyer, which makes the experience even more disappointing. The building may deserve its stars, but based on my experience, the customer service and management certainly did not. Management seriously needs to review what happened here and either retrain staff or address the way bookings and guests are being handled. A confirmed, paid booking should mean something.
• FA

  Faisal Arshad

  Aug 10, 2026
  3.0
  Stayed here as a long weekend trip to Leeds. Hotel is very modern and clean. Has paid for parking onsite. Received a warm welcome from Yaseer. Only issues I had. The TV seemed a bit haunted lol. Wouldn’t switch on when we got into the room; we ended up swapping batteries and even remotes and it started working. Then 20 minutes later it went off again. The extractor wasn’t working in the bathroom so it got very steamy following a shower.
• MK

  Maggie Knowles

  Aug 10, 2026
  5.0
  Must admit I'm a member of The Spirit Health club, Yesterday Sunday 9th August my partner and my Friend Lisa decided to pay for a Breakfast after Our Swim, must admit it was 💯 nice and Jennifer and Macey are a credit to your company they were very pleasant and made you feel welcome! Also Yasef on reception lovely guy and so kind and helpful! And of course not Forgetting The lovely Staff at Spirit Health Club, Chris, Jo, Amelia, Zac and the others can't remember all the names but they are a great Friendly Bunch, And Amelia is so lovely! Thanks to you all! Mad Maggie ❤️
• MC

  Monty Coombes

  Aug 4, 2026
  1.0
  Worst hotel experience of my life as a couple who travel a lot. Arrived early after securing an early check in via reservations line. As a bodybuilder in prep for a competition, my meals had been pre cooked and needed refrigerated ASAP. The weather was 26 degrees so they where happy to allow an early check in to the junior suite I booked for midday. Upon waiting to check in, myself and my partner sat in the lobby on the sofa with one of our meals in a Tupperware box and started eating. We were then approached by a man named Stewart who advised he was “one of” the managers. He told us we were breaking hotel rules by eating our own food in the hotel lobby, this was “rude” and “common sense” as the restaurant on site sold food (we were not sat eating our food in or near the restaurant) He repeated himself numerous times, then went on to say “no one else would have done something like this” while another customer is sat drinking a takeaway Costa coffee right in front of us! He was smirking and sniggering to the point my partner walked out of the hotel due to anxiety of being pulled up in front of other customers. We found this terribly embarrassing as it was witnessed by not only other staff, but customers too and in the most unprofessional manner. This situation was addressed to a manager who offered us compensation in the form of a few IGH points or if we wanted to check out, they wouldn’t charge us for the stay. This wasn’t an option as we travelled 2 hours + and by the time management got back to us with a “resolution” it was after 8pm. This entire encounter ruined our day. We had booked activities for our anniversary which we didn’t end up attending due to my partners anxiety now being triggered and her not wanting to go to do what we booked. After speaking again to management Chippo, she agreed to a 50% refund. However, our anniversary was already ruined so the damage was done at that point. We agreed to the 50% refund but asked for an email confirmation of the refund, which wasn’t received. In the PM, we went to use the leisure facilities where to our surprise, we seen of all people, Stewart the supposed “manager” cleaning in the pool area! So all said managers are also cleaners and leisure facility desk workers now? The room in itself was ok. Worth what we paid but not worth the asking price on a weekend. The bathroom was lovely but shower Luke warm at best. Ironing board broken. Breakfast was decent and restaurant clean. Gym was ‘ok’ and pool was dated and a bit dirty, rusty pool shower and the men’s changing rooms weren't fit for purpose. The leisure facilities, must have different rules to the hotel as we witnessed a man, stood in the middle of the swimming pool eating two protein bars! Stewart must have clocked off at that point as the man was allowed to peacefully finish his own food in the comfort of a public swimming pool… make that make sense 🤣 Upon checking out in the AM, we were advised by reception that the refund hadn’t been processed as promised. Told to wait on an email, had to ring again hours later to say the email hadn’t arrived; we asked if our refund been processed. To which we were told yes, last night by card payment, please wait 3-5 business days. Less than two minutes after the phone call ended, we received a notification to say the refund had arrived via immediate bank transfer, meaning it had just been done. So that’s another lie by “management.” We gave this stay so many chances to be beyond disappointed by numerous members of staff, every chance we gave to rectify, the issue was made worse and worse. It was like the blind leading the blind! The only positive thing about our stay is Yasser working on reception. If that guy played more of a managerial role, maybe the vibe would be a bit more pleasant. He could for sure teach some of his senior staff about decorum and people skills. As someone who stays in Crowne plaza hotels often, we will NEVER ever return here.
• DC

  Deborah C

  Aug 1, 2026
  4.0
  On arrival after a long drive we were greeted by a very cheerful and professional receptionist Yasser. Yasser was most helpful and gave us plenty of information in regards to the hotel and offered us an upgrade which we accepted. After about 15mins Yasser gave a follow up phone call to check we were happy with our room. It was very nice to be greeted by a helpful and friendly professional after a long journey.