BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that Crowne Plaza Austin Hotel meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Crowne Plaza Austin Hotel include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 1 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. Randy Brunnemann, General Manager Ty Angeron, VP Operations
Hotels Wedding Chapels & Ceremonies Banquet Facilities Party Facilities Restaurants Ballrooms Conference Centers Convention Services & Facilities
Alternate Business NamesCrowne Plaza Crowne Plaza Austin Crowne Plaza Hotel Hotel USA Partners, LLC
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating Overview
BBB Customer Reviews Star Rating represents the customers opinions of the business. The Customer Review Star Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score. Below is the Customer Review Star Rating scale.
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB Customer Review Star Ratings are not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Star Rating in addition to all other available information about the business.
Problems with Product/Service
Read Complaint Details
Complaint: In September of 2011 while attending a State of Texas conference my hotel room caught on fire. Resulting in a loss of all of my items housed in the hotel room. Since 2011 the hotel has refused to reimburse me for my items and have failed to communicate with my lawyers who are assisting me. The matter has been handled very insensitively from the beginning. I have not only lost my items but now feel completely victimized. For almost three years not I have been ignored and the hotel has treated this matter as if it did not happen.
Desired Settlement: I am requesting that all of my lost items be replaced, lost work and school tuition reimbursed, and that I be compensated for my suffering due to being ignored for almost three years.
Business Response: I have no indication of a name of the guest in question but I can assure you that if this is the guest that was in room 210 where the flooding occurred then we have done everything on our end to compensate this guest for the inconvenience. Over $300 was given to her in cash to go out and replace her clothes, make up, etc. so she could complete her stay with our hotel. We also did not charge her any room charges during this difficult time and did all we could in getting her taken care of. She also hired an attorney and was offered $5000 for damages and I believe she refused. From that point of the issue was between her attorney and ours and we were completely out of the picture from that moment on. I have not heard any issues from this geust until now if this is the same guest. Any other guests that we had to relocate that evening (which was 31 total guests) we paid for their room at an area hotel and brought them all back the next day and shuttled them to and from our hotel via our van drivers. I also have not received any emails or messages regarding this issue until now. I can be reached at ************ if added information is needed. We did everything possible in making guests comfortable during this time and I actually received many compliments from attendees on how we handled the entire situation. ***** ********** ******* *******
From: ******* ****** [mailto:***********************]
Ana, we now know that this is ******* ********* for which we did
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.