Crowne Plaza Dallas Downtown by IHG

Reviews

• MP

  Micele Peterson

  Mar 6, 2026
  1.0
  I had one of the worst hotel experiences of my life at the Crowne Plaza Dallas Downtown, and a huge part of the problem was the manager, Dia Pena. From the moment I arrived, the service was disorganized and unprofessional. The front desk seemed confused about my reservation, and instead of helping resolve the issue, Dia Pena came across as dismissive and uninterested in actually assisting guests. When I tried to explain the situation, she spoke in a condescending tone and acted as if I was inconveniencing her just by asking basic questions about my booking. A manager should be someone who de-escalates problems and supports guests, but that was absolutely not the case here. Her attitude made an already frustrating situation even worse. Beyond that, the hotel itself felt neglected. The room wasn’t particularly clean, common areas looked worn down, and basic hospitality seemed to be missing. When issues were raised, there was little effort from management to fix them or even acknowledge them properly. Overall, the experience left me feeling like guests simply aren’t a priority here. With management behaving the way Dia Pena did, it’s hard to imagine customer service improving anytime soon. I would strongly recommend looking at other hotels in Dallas if you want a stay where you feel respected and taken care of.
• PP

  Paige

  Mar 5, 2026
  2.0
  I was waiting to leave a review until I spoke with a manger, however after leaving two voicemails, an email, and driving down to the location, I gave up. The following was my experience of staying at this hotel. I move to Dallas back in August of 2035. I booked a room from my phone as I was approximately 4 hours out from arrival. I had driven from Arizona by myself in my car, and was exhausted. Upon check in it did take an extremely long time as the front desk seemed to not be adequately staffed to handle traffic. However I’m a pretty patient person and stood there holding all 3 of my bags and my safe, for the 20 minutes or so it took to check in. I stayed in my room for the night and went to check out in the morning. When I booked my room the evening prior, it had given me an option to pay an additional $15 or so to include breakfast. Not being big in hotel breakfasts, I paid for it knowing it would be the most convenient option being that I was traveling and had an appointment to pick up the keys to my place the next morning. My encounter at breakfast was what really ruined my stay and made me take the time to leave this review for others. I went down to the front desk in the morning to ask where to go for breakfast and the woman instructed me to go down the hall and around the corner. I went there and there was a kiosk near the entry, but no one at it. I waited for a couple minutes, then figured it was a self-seating situation (even though there was a sign), because there seemed to not be staff that morning. I got my plate and went to sit down. And as soon as I did, some man came from what appeared to be a kitchen or back room raising his voice at me in front of everyone dining, telling me I couldn’t eat and to get up immediately. Everyone turned and looked that was in the restaurant.. it was extremely uncomfortable for me and all who were dining. He accused me of stealing and told me I couldn’t eat there. Confused, I said there must have been some kind of misunderstanding because I had breakfast included in my stay. I told the man that I had an appointment to get to shortly, and would pay a second time. He continued to raise his voice at me and told me no, and that he couldn’t not ring me up, and that I had to go to the front desk to pay. Quite embarrassed, I did as he said and left the restaurant. I went back to the front desk to tell them what happened. The girl I spoke with was very kind and apologized, and she looked at my room information. In their defense, she said my room did not show that the breakfast plan, was added to my room, however I did distinctly remember paying the difference when I booked on my phone the day prior. She told me that sometimes happens with third-party booking sites and not to worry, and she would walk with me back to the restaurant to straighten it all out. We walked back to the restaurant less than five minutes later, and she spoke with the man that yelled at me. He argued with the woman in front of all of the guests, then walked off very upset. She told me I could go back to my table and eat and apologized for the way I was treated. I walked back to my table to find that the man had disposed of my food in the few minutes that I was gone. I never even took a bite. Everyone sitting there had witnessed what had happened, and were talking amongst themselves. It was one of the most unprofessional and shocking experiences I have ever had, given I know this hotel wasn’t very high ranking, it still should not have this poor of service. As a business owner myself, I generally try to not leave negative reviews as I am aware how much they can negatively impact future business. However, I really felt it was worth taking the time to write this to bring this issue to management as I was not able to reach them after this occurred. Having worked in hospitality in the past, and owning a consulting company now, it is of my opinion that this man’s performance and position at the company be evaluated as I have a feeling that I am not the first one to have an experience like this.
• JM

  John Miller

  Mar 2, 2026
  1.0
  THE WORST HOTEL EXPERIENCE EVER. This was honestly the worst hotel experience of my life. The reception staff were rude and unprofessional from the moment we arrived. The elevators were a complete disaster — we got stuck multiple times for 10–15 minutes, and the alarm and call buttons didn’t even work. No one came to help, which felt extremely unsafe. The lower level of the hotel is parking, and the overall area didn’t feel secure. It’s also right next to a train station area where many homeless individuals gather, which made the environment very uncomfortable. Room service staff were aggressive and raised their voice at me in a way that felt threatening. I have never experienced that kind of behavior at any hotel before. What made everything worse was the manager’s attitude. At least 10 things went wrong during our stay, and not once did he apologize or take responsibility. There was no “I’m sorry,” no attempt to make things right — nothing. I have never seen such terrible hospitality at a hotel. Do yourself a favor and book somewhere else.
• KK

  khali key

  Mar 1, 2026
  1.0
  Oh boy… what to say about the crowne plaza… We stayed here about 4 months ago for a wedding, the service wasn’t great but no complaints besides the long check in/out times (over 30 minutes) and the elevators that never seem to work. It wasn’t till after the wedding where we had bigger issues. After getting back from a very long night, we found our door broken, the automated lock completely unresponsive, even this would’ve been fine if it weren’t for the HOUR AND A HALF WAIT for a repairman to help us, very begrudgingly might I add. Because of this we were offered two rooms for a later date which we figured we could use for a wedding we had this weekend.. -this most recent stay was significantly worse than the last, we arrived to a line of about 5 cars all waiting for the valet, who was no where in sight for the entirety of the time. After deciding just to self park we figured we could at least unload our bags near the front door, only to be reprimanded by a security guard who said we couldn’t be parked there (3 other cars were fully parked beside us) after over 30 minutes of holding our bags, no bag carts, we were able to check in finally. The rooms were cramped and neither had a trashcan in sight, and the bathroom was small, with enough amenities for one, even though we were staying in a double queen room. Up until last night everything was fine, more inconveniencing than before but a free bed is a free bed… After another long night of wedding festivities, we get into bed to find a BED BUG laying between us… besides a half hearted apology and an offer for another room, we decided to leave, only to wait ANOTHER 30 MINUTES for valet to bring the car around, eventually deciding to get it ourselves from the valet parking to which the front desk seemed to not mind handing over the keys. - all in all the Crowne Plaza is not worth your time, your mental health, and especially your money!! Big shout out to the Adolphus for coming in clutch, securing us a room even though by this point it was 1 in the morning! Definitely recommend it over Crowne Plaza!!
• DW

  Danielle Williams

  Feb 25, 2026
  1.0
  This entire establishment has gone to shit!!! I had the absolute worst experience staying here! I had two rooms and the hotel agent angel has charged me for an upgrade for a balcony room which I had already prepaid for! He told me he was a supervisor! He is not! He wouldn’t provide me a receipt because of the fact that he did charge me! When I went to the hotel because he hung up on me! He threatened to call the police! I told him to call them I’ll wait!!! He never called the police because he knew he was wrong… now I have been trying to reach management! They have been screening my calls not passing the message to management when I call or not answering the phone in general! When I mentioned coming in and waiting for dia! They claimed I’m trespassed and they will call the police! If that’s the case why wasn’t I trespassed when I came up there! I have been trying to be patient because dia was awesome even though prior to all this the housekeeper came into the room unannounced at 10:25 and check out isn’t until12! Once I start this formal complaint I’m going all the way including a TikTok review for all 120k of my followers! Let the internet do they thing! I bet this hotel won’t have a fully booked hotels for weeks after this! This is absolutely unacceptable Update: DIA IS THE RING Leader at the circus! She is the one having the staff tell me she is unavailable, knowing she was dry assisting me!!! I had corporate call while I was on the other line and Doug transferred the call to dia and she told corporate they do not have a general manager which is is different then she told me! Apparently her and the Gm is tight she said that’s her right hand man!! Hmmm I called the hotel on 3 way with corporate on the line! Doug answered and claimed dia was busy even tho she just took the call with corporate! When I stated she was just speaking with corporate he hung up! The senior lead from corporate documented the entire encounter!

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