Crowne Plaza Marlow by IHG

Excellent hotel, all staff are amazing

Lovely hotel Staff very pleasant, housekeeping exceptional, food good value . Should be able to order one course for dinner and no lights in conservatory or garden by night. Disaster waiting to happen. All in all a very nice, good value hotel

Lovely - a pearl in the crown on which the River Thames flows

Na
Gym, pool and sauna

Very comfortable room with air conditioning and enormous bed. Clean and relaxing. Nice that a gym and spa were available. Good food in the hotel bar.

Excellent breakfast. All you could possibly want!

Good facilities. Friendly, helpful staff. Excellent location. Lovely ambiance in bar/restaurant.

We were attending a family birthday elsewhere and booked Crowne Plaza, Marlow, for the night. They were very busy in reception with one poor French man dealing with a queue of people checking in. When it was our turn he was very friendly, professional and informative. We had a large, very clean room but overlooking staff car park and bins! The bathroom was rather odd with a small child’s height wash basin and lavatory sear and lid that didn’t want to close. There were soap etc dispensers fixed to the wall but no shower cap, face cloths, cotton wool or any other helpful items. We had travelled lightly as we were only away for one night so it was rather annoying. The sound proofing is clearly inadequate as we were disturbed by other residents going along the corridor frequently. Breakfast was average at best. Only one (out of two) coffee machines was working and the queue was endless. The cooked items were clearly cooked well in advance so bacon and other items were hard and uninteresting. My orange juice and coffee were cleared from the table whilst I went to get some yoghurt despite my cardigan being on the chair and my husband’s coffee and orange juice were also on the table! The hotel itself is soulless and is positioned at the back of an industrial estate. Not what I call a 4 star hotel!

Prabhakar and his colleagues on the front desk were exceptionally professional, friendly and helpful, the hotel and our room was very impressive. Thank you for making it a special stay for us. Would highly recommend.

Emily provided an amazing massage, it was very relaxing and therapeutic. Thank you so much!

Good selection, well presented.

French guy on reception was lovely.

Lovely hotel, good location comfortable bedroom, excellent breakfast

We had a £300 Dinner bed and breakfast package August 1st - which we booked as it appeared good value for the area . The room was very nice , large , spotlessly clean and in a quiet part of the hotel, as requested . Shower was good, bed large and very comfortable . Rather oddly, there was no information in the room other than a Do Not Disturb 'hanger' for the door . Maybe this is just IHG hotels ..The gentleman ( I cannot recall his name ) who checked us in was friendly and helpful . Later It all got a bit impersonal though . The dining room was soulless , with no atmosphere at all .And I may be old -fashioned, but I don't feel a 'formal ' dining room is the place for shorts -wearing. It is airconditioned , so the heat was no excuse . Service was OK but not overly friendly and a bit amateur . My main course of fish was lovely .My husband's steak was 'not the best I've ever had ' . And dessert was postively odd .What was billed as a chocolate mousse 'enrobed' in chocolate had the texture of rather slimey blancmange. And the chocolate was rock hard. It wasn't inedible, but even so ..... Buffet beakfast was fine . Good choices . Except I don't expect to have to serve myself tea/ coffee and toast in a 4 star hotel. I would not give this hotel 4 stars .It's perfectly acceptable for a night's stay , but I was glad we weren't there longer/ on holiday . Nothing really objectionable , but It felt more like a money -making operation rather than hospitality. It was too hot to walk into town but I would think about 25 mins .

Nice staff and very convenient for what we were there for

Spa facilities, good location

We booked a Dinner, Bed & Breakfast package for four adults, then amended it to three adults and one child, purely as the hotel recognised my 16-year-old son as a child. The price remained exactly the same as four adults.
Our confirmation clearly showed Dinner, Bed & Breakfast, this was reaffirmed at check in.

The stay itself was average at best: a tired pool area with peeling paint, children screaming, ‘bombing’ in the water, a totally quiet & empty restaurant with zero atmosphere, and average food.

The real issue came at checkout; our bill was significantly higher than expected. After questioning it, I had multiple receipts thrust under my nose and left to try & work it out for myself. Eventually, I was told my son’s dinner was not included in the package despite the booking confirmation saying otherwise and nobody mentioning this at check-in or in the restaurant. Even though a booking for 4 adults or 3 adults and one child was the same price.

This was delivered with smugness, arrogance and disdain. I explained that I did not authorise the sudden additional charge, I was met with a shrug and the words:

“That’s OK, we don’t need your card to charge you. We already have the details.”

Apparently, this was the duty manager. Is this even allowed?

Rather than attempting to resolve the issue professionally, I was met with rudeness, contradictory explanations and dismissal.

After raising a dispute with American Express & providing supporting evidence, the hotel agreed to a refund if I first closed the chargeback case. In good faith, I complied.

Months of emails, repeated evidence, endless delays & excuses followed, the refund never materialised.

The result? No refund, no compensation, not even a genuine apology. The only apology came after repeatedly pointing out that every email focused solely on the invisible refund of a charge that was made up and never authorised, as though they were doing me a favour, ignoring the appalling treatment at checkout.

A masterclass in avoiding accountability, and one of the worst examples of customer service at all levels ever experienced.

Bravo Crowne Plaza Marlow.