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BBB Accreditation

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

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Crowne Plaza Austin Hotel
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: February 08, 2006 Business started: 02/08/2006 Business started locally: 02/08/2006 Business incorporated: 09/25/2001 in TX
Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Randy Brunnemann, General Manager Ty Angeron, VP Operations
Contact Information
Principal: Mr. Randy Brunnemann, General Manager
Business Category

Hotels Wedding Chapels & Ceremonies Banquet Facilities Party Facilities Restaurants Ballrooms Conference Centers Convention Services & Facilities

Alternate Business Names
Crowne Plaza Crowne Plaza Austin Crowne Plaza Hotel Hotel USA Partners, LLC

Additional Locations

  • 6121 N Ih 35

    Austin, TX 78752 (512) 323-5466

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Complaint Detail(s)

11/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

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.  ***** **********  ******* *******

Consumer Response: From: ******* ****** [mailto:***********************]

Sent: Wednesday, November 06, 2013 5:10 PM

To: **** ****

Subject: Re: Your BBB Complaint ID#*******, Crowne Plaza Austin Hotel
****,

During the time of this interaction my name was *******
*********.  I have since gotton married and my name is now *******
******.  The person that I did business with was ***** **********.

 

******* ******

************

Business Response: Ana, we now know that this is ******* ********* for which we did
take care of during this incident. I personally refunded her over $300 in cash
to take care of her clothes, make up, etc. that she

Lost during this difficult situation. She is being completely
untrue about the fact that we are not responding as I have not heard any word
from *** ********* for over a year now. Also, she hired an

Attorney from the Houston area that represented her and our
attorney and hers worked out the these issues and I have not heard any word on
this up until this week. I also did not charge *** *********

For her hotel stay or for her food while she completed her stay
with our hotel.

I can provide you documented information from our Attorney that
will prove the different correspondences that occurred between the attorneys if
needed.

 

Also, because she requested an attorney resulting from this
situation I am not at liberty to get involved at the property level but will
have to forward this information to our attorney that

Handled this to see if this is still an active account.

 

Thank you,

*****
**********, ***

******* *******

Crowne Plaza Austin
**** ** ** ** ******* ***** *****

Consumer Response: Complaint: *******

I am rejecting this response because: This incident happended in September of 2011.  While he did reimburse me for items that I bought at ******* and ****** so that I could continue in attendance of my manditory conference I was not reimbursed for my other lost items which included a computer, school books, shoes, additional clothing, personal items, etc.

Because of the hotels refusal to reimburse me for all lost items and their unresponsiveness I hired a lawyer to assist me with this matter.  The issues have not been worked out and three two years later I have still not been reimbursed for my lost items.  The hotels lawyer denied my claim stating that it was the fault of the heater manufacturer.  Since my lawyer has made numerous attempts to resolve this matter with the hotels lawyer and insurance company and neither one of them has been responsive.

My employeer was covering the cost of my room so I am not sure if the hotel covered those fees however, the hotel never paid for any of my food so this is a completely false statement. I can also provide documentation where my layer has been trying to contact their Attorney with no success.  I feel as though they are completely trying to ignore and avoid this situation. ?

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.

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