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BBB Accredited Business since
Phone: (512) 323-5466 Fax: (512) 371-5222 6121 N Ih 35, Austin, TX 78752
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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 13 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 3 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||3|
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
6121 N Ih 35
Austin, TX 78752 (512) 323-5466 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
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|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: I took three families to Austin, we stayed over CROWN PLAZA HOTEL in Austin Saturday Night, 2/20/2016-3/21/2016 and somebody broke in to our car , they broke my 2010 Mercedes Benz ML350 rear trunk glass, hotel staff and manager did not pay for our broken glass, this glass cost me $1200 to fix it, plus I had to drive this car to Houston with my 3 months old baby. Their security and staff did not secure our cars and our lives. If I am staying at their hotel they need to make us feel safe.
Desired Settlement: CROWN PLAZA HOTEL needs to pay damage for our car.
I was very disappointed in hearing of the vehicle break-in we encountered last weekend and have not had anything like this in over 6 months at our hotel and this is just really unfortunate.
In situations such as this we are not responsible and we have many signs in our parking lot that warn guests not to leave valuables in their cars and that we are not responsible for vehicle break-ins.
I also know that insurance companies will not even accept a claim for outside vandalism much like a UT football stadium or a mall parking lot would not be responsible for acts like this. This lies under the
assumption of risk catagory and one that my hands are tied on in most cases. I do what we can and I have an outside security guard that rides around our parking lot from 10pm until 7am 7 days a week and I know
that this helps but that it is not 100% full proof. With this said, I have decided to offer a good will gesture of $500.00 that I hope will pay any deductible or hopefully lessen the inconvenience. Please let me know the exact
name and address so I can process this check correctly.
Better Business Bureau:
Stadiums and malls are not the same as hotels, we actually stay, sleep and stay at the hotel overnight, so I strongly believe that CROWN PLAZA should secure their customer's cars and their values and I think CROWN PLAZA is a good and elite hotel that I would never think we would have gone thro something like that . If we choose to go hotel or motels for $35 per night , I wouldn't be surprise if they brake into our car ,but anyway I accept your good will gesture offer for $500, I will pay rest of the balance out of my pocket. How soon can you guys send the check out ?
PLEASE SEND THE CHECK ASAP, SO I CAN GET THIS GLASS FIX . Thank you
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Here is my address :
NAME : SERKAN
**** ***** ***** ****** ***** ***** ****** **** ***************** **** * *** *** ** **
Read Complaint Details
Complaint: I booked this hotel through ********* on July 1st and FULLY PAID for my stay then, on the 1st. I checked into the hotel on the afternoon of Saturday, July 4th. The lady at the desk was very nice, found my reservation & asked me for a credit card. I asked her "does it need to be the same one that I paid with online" She said "No, it's just for incidentals" so I gave her my credit card. I stayed at this hotel until Monday, July 6th when I checked out. While driving home, I get an e-mail notification that my credit card has gone over it's limit. It's a small credit card that I rarely use so I'm immediately thinking fraud on my card. I sign in and I have a $197 pending charge from Crowne Plaza. I think No way! The hotel room wasn't even that much! So I IMMEDIATELY call the hotel directly. I told the first lady what happened, she transferred me to someone else, I told that person what was going on & she transferred me again to someone else. I THINK the ladies name was ******** (I could be wrong on that) I told her my room was paid for 3 days before I even checked in, I had a charge on my card for $197 & had no clue why. The lady very rudely tells me "it's just a pending hold, you'll get it back depending on your bank" I asked why wasn't I TOLD this #1 and second why was a hold put on my card for $40 more than the room even cost?? I told her that I was told they needed my card ONLY FOR INCIDENTALS. The lady just sighed and said "not sure what to tell you about that, you should get it back in a few days" I just hung up. I could tell she did not care & was going to be of no help. So, I immediately (that Monday the 6th) tried to contact the corporate office for Crowne Plaza. It is now Friday, July 10th and the only response I have gotten is the cookie cutter "we will be in touch within 24 hours, sorry for the inconvenience" I have called & emailed them every single day and NOTHING is being done about this. This hotel chain does not care at ALL that this bogus charge was put on my card WITHOUT APPROVAL, which caused my card to be overdrawn and now I'M incurring fees for that. If the lady would have told me "we are going to put a $197 hold on your card during your stay" I would have given her my debit card & all would be fine.
Desired Settlement: At this point, I'd like a refund for my stay to help pay for the charges my credit card company is charging me for being overdrawn. I have spent this entire week with my credit card account in the NEGATIVE, which looks terrible on my credit report & with my credit card company (that's irreparable damage!) & who knows how long sitting on hold & writing e-mails to the corporate office just trying to get somebody to respond to me. It's just ridiculous at this point. It's terrible terrible business practices to do this & just not even bother responding when a complaint is made. It's also ridiculous how incredibly rude that manager was when I called into the hotel directly. I did not want to file a complaint with the BBB, but after a week of no response...I feel I have no choice.
Dear Mrs. ********,
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