Crowne Plaza Milwaukee Airport by IHG

Formal Complaint and Request for IHG Investigation

Crowne Plaza Milwaukee Airport – Milwaukee, Wisconsin

Dear IHG Guest Relations,

I am submitting a formal complaint regarding my recent stay at the Crowne Plaza Milwaukee Airport. I am asking IHG to investigate the circumstances surrounding my stay, the problems I experienced while I was a guest, and the decision to refuse me another three-night stay.

I stayed at the hotel for approximately three weeks while I was in the Milwaukee area for work, to visit family, and to prepare for the rock and mineral show taking place in the area. I live out of town, and the rock and mineral show has not ended yet, so I still have legitimate reasons to remain in Milwaukee.

My room was being paid for by my boss, and I paid the full room rate throughout my stay. My nightly rate was approximately $190–$220 per night. I did not receive a discount or special rate, which I was fine with.

However, there were several issues during my stay that I believe need to be investigated.

Refusal of Additional Stay

When I attempted to rent the room for another three nights, I was told that I could no longer stay at the hotel because I supposedly had “too much traffic.”

I was extremely confused and concerned by this explanation. During my approximately three-week stay, the only people who came to visit me were my mother, my brother, my boyfriend, and my boss. I was not holding parties or bringing groups of people into the hotel.

I was also told that the decision came from the owner.

I am asking IHG to determine exactly what the hotel means by “too much traffic,” whether there were any actual complaints or documented incidents concerning my room, what specific hotel policy I allegedly violated, and who made the decision to refuse me another stay.

I am not disputing the hotel's right to enforce reasonable policies. I am asking for transparency about what I supposedly did wrong and what evidence supports the decision.

I would not stay here again, but I want to give credit where it's due: the staff were fantastic. They were incredibly helpful, kind, and professional from start to finish. When I voiced my concerns, they treated me respectfully and did their best to help. Although the hotel itself left much to be desired, the staff's positive attitude and customer service were truly commendable.

The hotel is conveniently located close to the airport, and has ample free parking. The room was available an hour before check-in time, and they allowed us to check out at noon as our flight was later in the day.
However, the room was dismal and tired. There was a separate living area with a sofa bed for my daughter, but despite that, the room was very congested. The sink was outside in the room and not in the bathroom, which I hate. The carpet was old and actually kind of damp for some reason. The air conditioning and the bed were quite comfortable though.
The breakfast was standard fare, what one would expect at 2-3 star hotels. I hadn't included the breakfast in the room fare, but I was able to go down and have breakfast for $12, which is a pretty good price.

Great location to the airport. The pool was closed , they didn't have any regular coffee for the room, the rowing machine in the gym was broken. On a good note, the staff was great and the room was nice.

Location

Staff in the check in was very helpful

How big it is

We had a terrible experience, and IHG has NOT been helpful. Our room had a chair with a large, disgusting stain; the fridge had takeout containers with rotten food; the curtains were ripped; two of the three lightbulbs in the bathroom were burned out, and the remaining one was flickering. We requested new lightbulbs and both the chair and rotten food to be removed, but the hotel did not oblige. I am still awaiting a refund! Do not stay here.

We found this hotel when we decided at the last minute to go to a Brewers game. All the hotels downtown were so expensive, we decided to try this one that was more reasonable. It was really nice for the price, and although fairly far from the stadium, it was simple to get there from this location. Our check-in was easy, and the staff was very kind and informative. She even told us how to get to the stadium without having to get on the interstate. The reason I gave it 4 stars instead of 5 is we paid extra for breakfast, and it really was nothing special. It was a very small buffet and not much choice of items. It served the purpose of feeding us before we got back on the road, but I’m not sure it was worth the extra cost with the room.

Nothing

The staff was courteous and very helpful.