“Do NOT book with this hotel! Their policies and presentation are very misleading. My review is long so that others will understand the horrible practices and utter lack of hospitality and civility at this hotel! Their focus on hospitality and customer service is non-existent. If I could give a lower rating I would. My 68-year old mother wanted to book a trip for herself, my sister and I on her own. She called and worked directly with the hotel to make sure the accommodations were right after researching on-line. She needed accommodations in a 1 or 2-bedroom suite for three adults at a 4star hotel, with access to restaurants and spa services on-site. If you read the propaganda posted you’d believe this hotel was that, especially when you call and confirm such with hotel staff, but it wasn’t even close. We were given a room with a king bed and 2 chaise lounges. There were several things in living area and bathroom complete in disrepair. The furniture was worn. There were plastic bags tied around the smoke detectors in our room. The entry and common areas were dirty and in need of service. When we questioned the room-type we were assigned we were told all the suites in the hotel were 1 king bed and a sofa-bed. When we advised there was no sofa-bed in our room we were told we didn’t get there early enough for a room with a sofa-bed. When we told them an hour after we checked in we couldn’t stay because we were traveling with a person with a disability and accommodations wouldn’t work we were told we’d be charged for the first night and if we needed to complain we could reach the Manager the next morning at 8am when he arrived. We were not even offered a fake “we’re so sorry”; just a bill. We found other accommodations and departed. As if all this want horrible enough, the next morning it all became more ridiculous. When I called and asked for the Manager, Marcos, I was told he didn’t work on the weekends ever. The gentlemen who answered the phone asked what the issue was and after I explained ( quite respectfully) he asked me if I was still a guest of the hotel. I told him I was not and he responded “ well then you have solved the issue and we have no problem. We don’t owe you any money, we won’t be issuing a refund of your first night ($697), we don’t owe you an apology and we don’t need to hear from you further.” and then he hung up! I have travelled to many places and have never had an experience like this! I am excessively disappointed that IHG has a hotel of this low caliber in their network at such a popular destination. I think this hotel likely makes a ton of money from keeping the first night’s deposit of people who don’t stay!”

“So we were a bit hasty with this reservation and jumped on the Crown Plaza name, don't make the same mistake. Its not really a hotel, there are no services- you have to request clean towels and room clean... it's a condo building masquerading as a hotel. It's all a bit dated and dingy. In fairess the bed was comfortable but that us really the only positive thing. I wouldn't recommend this place even with the good location for South Beach. Go back to Google find somewhere else.”