I stayed at the Crown Plaza Downtown Charlotte from Friday 1/27/2011 through Sunday 1/29/2011. While the front desk staff was not overly friendly, I could overlook that, I had no connectivity to your Wi-Fi. I was placed in room 515, I could only get very limited signal with your Wi-Fi and was not successful in connecting to any websites for work. I was told by your front desk staff to call Technical Support, to which I was advised there were known issues and there was an open ticket for that specific issue. The hotel front desk told me they were not aware of the Wi-Fi issue. The next day I asked to be moved to a room where the Wi-Fi worked. I was moved to room 602 where they assured me the Wi-Fi worked. The Wi-Fi didn’t work in that room either so I just gave up. Had I not been required to be close to my meetings, I would have cancelled my reservation and moved to another hotel. A working Wi-Fi system is a basic necessity for any downtown hotel. I have stayed at much less desirable hotels that have working Wi-Fi. With this experience, I have no intention on ever using your Crown Plaza brand again which is a loss to your company as I am a frequent business traveler both domestically and internationally.
Room Tip: If you need internet or Wi-Fi, dont stay here, it dosnet work. They placed me in 2 different rooms...
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
2 February 2012
Thank you for your feedback regarding your recent stay at our hotel. I am sorry you experienced problems during your visit.
As you and I discussed by phone this week, the problems that you experienced were related to an equipment failure that occurred the week before your check-in date on the 27th. Despite our best efforts that week, it took a couple days for our wireless provider to nail down the problem and come up with a permanent solution. On Friday, we had put in place a temporary solution that we hoped would get us through the weekend with a minimal amount of guest disruption. For the most part, that solution was effective, as we had very few complaints over the weekend. Obviously, if you were one of those guests that experienced problems, as you were, it was a serious inconvenience. We have now made the needed equipment change, and our HSIA system is working normally.
As we discussed, I completely understand how this problem impacted you and all of our guests. However, I will respectfully and strongly disagree with your statement "if you need internet, don't stay here". Nothing could paint a less accurate picture. Over the last 6 months, the hotel has made significant investments in order to increase the hotel's available bandwidth and to upgrade the hardware that delivers high-speed internet service to our guest rooms and public spaces. The result of these improvements is a consistently stable delivery platform that provides more than adequate bandwidth and speed to our guests........on a complimentary basis. In fact, since those upgrades our overall guest service scores for Overall Internet Service and Internet Speed and Bandwidth both exceed the average score for the entire Crowne Plaza brand.
Once again, thank you for your feedback, and allow me to apologize again for the problems that you experienced. I hope the Crowne Plaza will have the opportunity to serve you again in the near future.
Regards,
Bill Moore
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
