Crowne Plaza Suffern-Mahwah by IHG

Reviews

• DD

  David Doran

  5 days ago
  5.0
  Tiffany is awesome but
• EP

  Elizabeth Peffer

  6 days ago
  5.0
  Amazing!!! Rooms and atmosphere is so beautiful and relaxing!
• MS

  Marissa Swierkosz

  Mar 30, 2026
  1.0
  First time stay here for West Point plebe weekend Within hour of trying to settle in both beds had bed bugs This was a first for me. Googled. Took pic. Called manager up and he could care less. Only option was at 2 am to change rooms right next door. Everything was booked! Could not change hotels. Very busy West Point weekend. Manager could care less. Telling me every hotel has bed bugs. Hmmmmmmmmm…. NO!!! Place is Discusting. Dirty. Bed bugs and restaurant has roaches. Stay at the your own risk. I sat up awake for 4 nights waiting for more bed bugs to bite me. You can stay at your risk. FYI. They refuse to refund or accommodate in any way. So if u don’t mind roaches. Bed. Bugs. This is your place. Crown Plaza!! Book now!
• TA

  Teresa Aber

  Mar 18, 2026
  5.0
  I only spent one night here. The staff was very pleasant. My husband and me had dinner at the bar. The bartender, she was cheerful, pleasant and very knowledgeable. The music was at a very decent level, and was enjoyable. Our dinner and drinks were fantastic. I truly enjoyed the koi lounge. Very spacious, and calming. If you don't feel like being confined to your room, the lounge is the place to go. This place is easy to find, and is HUGH. Our room was great. Lots of room and very modern. The bed was soft, a big TV, and great water pressure. We had a coffee maker, small fridge in our room. I would highly recommend people to stay here.
• RR

  RJ

  Mar 16, 2026
  1.0
  I’m posting this review after attempting to resolve the situation privately with both the hotel and eventually Linda Columbia who is the Director of Rooms and the booking platform, but unfortunately no meaningful resolution was provided. Linda said since I booked 3rd party by way of Booking.com that there was nothing she could do and told me to reach out to Booking.com. My husband and I stayed for one night at the Crowne Plaza Suffern-Mahwah by IHG on March 7–8, 2026. The stay turned out to be extremely disruptive. Around 11:00 PM, we began hearing a loud, constant whistling noise coming from the bathroom plumbing in our room. It appeared to be a mechanical issue with the pipes and made it very difficult to sleep. Shortly after we finally fell asleep, the hotel’s emergency alarm system activated, repeatedly instructing all guests to evacuate the building immediately. My husband and I evacuated along with many other guests and were required to stand outside in the rain for approximately 45 minutes while the alarm continued. What was most concerning was that no information was provided to guests about what was happening or whether it was safe to return. Once we were eventually allowed back inside, there was no explanation or communication from the hotel regarding the situation. The following morning we also received a receipt slipped under our door showing a Mastercard payment, even though the stay had already been prepaid through PayPal via Booking.com. When we asked the front desk about this at checkout, the staff seemed confused and somewhat irritated rather than providing a clear explanation. After more than a week of back-and-forth communication between the hotel and Booking.com, the only resolution offered was a $14.95 credit from Booking.com which required me to submit my credit card information through a link to receive it. I was told they couldn't reach an agreement with Crown Plaza. Considering the mechanical issue in the room, the late-night evacuation, standing outside in the rain for 45 minutes, the billing confusion, and the lack of communication afterward, this response felt extremely inadequate. I understand that emergencies happen, but what was most disappointing was the lack of communication and accountability afterward, both from the property and in the resolution process. I hope hotel management reviews this situation and takes it seriously, because this experience fell far below the level of service and guest care I expected from a Crowne Plaza property.

Frequently Asked Questions About Crowne Plaza Suffern-Mahwah by IHG