Crowne Plaza Marlow Reviews 

Like many on here, I bought 2 spa treatments on their website after their reservations team emailed me the link. There are no instructions on the website, zero availability to book, just options to add treatments to your basket and pay for them. I bought £100 worth, which low and behold were unredeemable when I got there because their therapists were busy.

Fine, I'll just get a refund... Nope! Not allowed. Disgusting and cowardly customer service which I'm honestly not surprised about these days. The experience was completely ruined by these crooks and I'd strongly advise against going to this hotel

On arrival all was great. Wasn’t too worried about the filthy cups just thought they had been missed and cleaned them. BUT when went to run the bath I noticed NOT 1, NOT 2 BUT 3 big black pubic hairs!!! Later in eve I told receptionist- they logged and said NOTHING more. I emailed the hotel on my return home and got a hilarious email from the Group Operations Director accusing me that these pubes were mine 😂😂 er no they DEFINITELY aren’t!!! Her reply was unprofessional, rude and to be honest a bigger embarrassment to the company. I replied and a week later they still haven’t contacted me. My advice- AVOID AT ALL COSTS!! Oh and by the way they also take £75 on arrival and take 4 days to return your funds what a great business conning scheme!!
Love the solicitor response which is totally inappropriate and wrong! You try to scare people to remove their post by making out it’s them- clearly you don’t rinse a shower before use when your away hence as I rinsed the bath that’s when I saw them 😂 why should I report immediately when I am on my way out for a romantic evening?!! So I am now a liar or wrong as I didn’t contact reception immediately?!Clutching at straws I feel!! Why would I lie in a review anyhow?…I don’t expect anything than a supportive apology! In my email and photos to you I stated I wouldn’t have been bothered about the cups but the bath tipped the balance!! I also didn’t except someone cleaning bath as I had already done it! 🙄 to all public thinking of booking- you can see the care that they have for the customers- NOT! Thank you also for reminding me about the temp of the water!- I’d forgotten that bit!

We tried to request a simple order of three coffees mid morning but reception and room service did not answer the phone after several attempts. My husband was late for breakfast by 15 minutes; he is in a wheelchair and
could not get served. We are staying two nights and should have access to all facilities. However when my husband tried to order a simple lunch at about 12, he was told the kitchen was busy and he would have to wait. The quad room shower heads are rusty and worn. The quad club staff were rude when my husband was late for his massage by 5 minutes and said they would
cut the time available to him. He is disabled. On checking in I had to pay a further £700 and wait for a refund on the cards I had already paid for the rooms on. My husband was given a disabled room with a bath which he cannot access; we had to request a change. I asked for two rooms close together; we are in Room 001 and 023. I cannot see much evidence of the million pounds upgrade in the hotel.

I have stayed here many times over the years. Never again. I stayed in August this year and left my roberto Cavalli sunglasses at reception while checking out. Rang the hotel 4 times never turned up. Family who live local going to Australia we had a family dinner so booked in again for one night did not use any of the facilities or the bar. family. Just realised they have taking £75 on top of my bill and now have to wait 3-5 days for a refund.

Breakfast this morning was a disaster. Never staying there again.

My partner and I went on a spa break, The room was lovely and had everything we needed, the treatments were amazing, Shame they couldn't be longer, the best part was the dinner the food was unbelievable there was a split menu of India cuisine and British cuisine that you can mix between for your courses. It was very delicious and great service. The whole team was lovely and friendly and very helpful, they got our room ready earlier for us as our treatment where before check in time which was a lovely very bonus

This place is beautiful, the food is all so delicious and the reception staff were so friendly. The evening staff were a little less helpful and we felt a little ignored at times. There was also a wedding party and while I fully understand they would have been paying more than our wowcher cost the spa experience was not as relaxed as we had hoped with alot of children and a line up for the hot tub. The bedroom was beautiful and honestly the best night sleep ive had in ages. Would defo come again.

Please avoid! Booked a Spa Treatment with a two course lunch for my sister's birthday treat and my 60th birthday. Treatment was great! Spa receptionist very helpful
Small pool side Jacuzzi. Steam room not working. Outside Jacuzzi covered over. Only a fourth of the small pool available to swim. No individual changing rooms... not good changing in front of younger children. Needs a refurb!!
No drinks available, not even after our treatment. Almost had to beg the barman for a Free cup of tea!
Outside seating area Very dirty! Cigarette ends, rubbish, weeds... not a relaxing area
Two couse lunch was delicious. No drink included!! Plenty of tap water on the table.
I did pass on my review at lunch... I had No response , not even the offer of a tea with our meal! VERY DISAPPOINTED!!

Used the Crowne Plaza Marlow for a small meeting and whole team were excellent. Everything was handled very smoothly from booking through to assistance given on the day. Highly recommend

Very tasty food, nice atmosphere, polite and attentive staff. We will definitely come here again soon to celebrate a family holiday. I recommend it!

Just returned home after spending 3 nights at Crowne Plaza Marlow as part of a conference arranged by my company

All staff very attentive and nothing was a problem. Excellent breakfast and all meals offered good selection enjoy by sll We enjoyed a bbq on the lawns by the lake in the sunshine which was quite special Used the pool and gym early each morning and was impressed with club facilities Room very clean and had a very good nights ‘ sleep each day We had a very successful event Planning to visit with my wife as was a great stay

This is my first experience in hotel industry, it’s been 3 year now and I must say I learnt a lot in these years. Great opportunity to learn and grow, I have see the hotel grow in different aspects and it’s a pleasure being apart of it, great team and management very understanding and positive.

Recently stayed at CP Marlow and had a wonderful time with family. The team is really professional and ensured that we have a comfortable stay with kids. Excellent breakfast and great location. Will definitely be visiting them again.

Nice location
Poor, arrogant, un attentive staff

Stay elsewhere

** i may add that the precise facts that the CP Marlow have replied with are not 100% true - were never Abusive or racist - and have asked for this libellous reply to be removed - CP Marlow bullied me to remove an honest review by sending emails and posting made up account of events - they have once again just tried to get trustpilot to remove the review stating it was not a verified stay - CP Marlow i will not be bullied by you please spend time trying to make your service better - read the other negative reviews - they seem to always have an excuse for bad service and switch blame to the reviewer - stay at Crowne Plaza Gerrards Cross its much better

Raised a complaint regarding a package spa stay over new year. Raised the below issues during our stay but the lack of fluent English speaking employees were challenging. I have only received an initial response which didn't address most of the concerns. My original complaint was sent on 2nd January, chased on 10th January, 30th January, 6th February, 16th February.

The issue that I experienced was: On 10th October 2022, I called the Crown plaza to make a booking to redeem a Virgin Experience voucher of a two night stay, including two 25 minute treatments each, 3 course meal, and breakfast each morning. I checked for availablity on the 30th December until 1st January and doubled checked it was possible to stay during new years eve, which I was assured that I could redeem the voucher for these available dates.

On 21st of December I received a phone call at 1620 informing that I can't use my Virgin experience days package on these dates and I need to change the dates or cancel. This is now despite making plans and bookings in London during New years eve which was non refundable. This initial phone call last 18 minute in which I politely raised all my concerns with the hotels processes and short notice. The handler was dealing with my issues poorly as she was clearly advised by her manager that I needed to cancel or change the dates at such short notice. I was prompted several times during the phone call for my answer and they needed an answer by 6pm or they'll cancel my package.

I asked for the complaints procedure and was told this was done externally and would take longer to receive an outcome than the 1.5 hour deadline. I requested to speak to a manager to raise my concerns. Even after explaining the plans already booked in London and the costs involved. I was given an ultimatum of paying £170 extra to buy tickets for the hotels 'NYE ball'. It was clear that the booking and reseveration was processed correctly and there was an available room, hence the option of paying a significant amount to stay. I was unable to agree to this due to alternative, non refundable and better plans.

I insisted I continue to raise this issue higher and she agreed to speak to head office. After 18 minutes on the initial phone call, I was then panicking and worrying about our NYE plans and needing to discuss this with my partner, whilst both at work due to the 1.5 hour deadline.

Eventually I received a call to say head office had approved the stay at no additional cost. By this time we had already been clearly made unwelcome even prior to our stay and doubted whether the trip was likely to be worth it.

During our entire stay from the moment of check in, to checking out 44 hours later. My girlfriend was too unwell to even leave the room. She therefore was unable to have her 2 treatments for £90, 3 course meal £48, breakfasts for £37. Around £200 of her part of the package was unused, despite this, upon checking out I was still charged £13 for my extras during the evening meal. I tried to explain how around £200 worth, was unused but was told that it doesn't matter due to that being a package and the small amount of extras still needed paying for.

The whole stay was awful and the new year stay was completed wasted and painful and all started during the hotel insisting on us cancelling the pre planned trip. During the stay, numerous children were continually screaming and running around the coridoors at various times of the day. The sound proofing of the rooms are non-exisiting. I understand the hotel can't be completely responsible for other guests actions. I'm only aware of one of the children being warned, when playing inside the curtains, due to potential damage.

Booked a birthday weekend away via groupon for me and my partner but the Thursday before the Friday 9/12/22 we were due to check in, sadly my parters Dad/Father in law/Granddad to our children passed away suddenly. A extremely sad loss in our immediate family. There was no way we could take the trip as we are London based grief hit.

I tried contacting groupon to reschedule or refund the booking as anyone could understand the circumstances were exceptional and unforeseeable. They refused, well claimed it was not possible their end only the CPMarlow (hotel) could do that as it’s passed the 3 day cancellation period (which in it self is ridiculous!)
After many calls and a conversation with a cold, unempathetic reception staff member who disregarded my loss completely. I managed to obtain an email address for guest relations.
I called again on the morning of the booking and was told it had been cancelled and the guest relations team were looking into the circumstances and I must wait for an email response. This was the only option/ information given.

After emailing them Thursday and again on Saturday I was finally responded to Sunday. Saying there’s nothing they can do. NO transferring of the booking, NO refund nothing. A big company like crown plaza and the answer is nothing in such mitigating circumstances, just discussing so the took my £265 regardless and refused to even give me another date in the future. CP are just robbing people in such economic times. This is just wrong!
I’m now focusing energy I should be using to support my partner and sons in this time of deep grief to write a review.

I will never ever use this hotel or book with Crown Plaza in general again and really really no NOT recommend any part of the service provided.

Avoid avoid avoid!!! I would give zero stars if I could give less!
Currently staying at this hotel, had a voucher for stay and spa treatments, Due to unclear and unhelpful correspondence have been told that the treatments have been missed and cannot be rebooked or refunded. Neither hotel reception or quad staff have been able to assist and have resorted to communication via email despite being a guest in the hotel. Has been an expensive opportunity to stay in a bedroom different to my own minus the paid for spa treatments for myself and my wife! Customer service is awful. Huge waste of money, lesson learnt, won’t be coming back or recommending to anyone.

Went to the quad club spa in the crowne plaza hotel disaster from start to finish reception staff and manager haven't got a clue what they are doing, had a spa voucher canceled treatments 4 days before due to go then when I complained they miraculous managed to get a therapist to do treatments, arrived on the day started well but then half way through afternoon tea was pulled aside to be told afternoon tea wasn't included on my voucher and I would have to pay message from manager, manger not at any point came out to speak to me when I refused to pay and said it was there mistake the receptionist said she would have to pay from her own money I showed her the voucher which stated it was included, no apology for the way I had been treated disgusting service would not recommend the spa and would never go again what should have been a relax and pamper day was stressful !!!

We had a voucher bought through redletterdays.co.uk that expired 02 October 2022 to use at the Spa for a 2 course lunch and 25 min treatment for two guests. When I rang to book, everything went through easily and I received a confirmation email. However when I rang the next day to confirm the treatments I was first told that the voucher cannot be used for treatments even though the details clearly included treatment. Then they said that it could be used for treatments but they were refusing the voucher, because apparently for the hotel it had expired (back in 02 Feb 2022). They refused the voucher even though the voucher I had was clearly still in date and were very dismissive in talking to me, refusing to help in any way other than to send me to redletterdays.co.uk. I am bitterly disappointed in the Spa for not honouring a voucher than was clearly in date and will never buy an experience for the Spa or stay in this hotel. Be warned if you also have vouchers to use- they’ll likely try to dodge honouring them.

Unbelievably unhelpful, Robotic reception staff. Refuse to amend a booking due to Covid. Be aware that they are happy to welcome infectious guests to this hotel. Whatever you do, do not buy the deal on Wowcher for this hotel.

Trying to get through the spa here is a nightmare, we have a voucher that is soon to expire which says we can use Friday - Sunday on the terms and conditions, however, they are refusing a weekend booking via email, but 2 different staff members have told me i can book on a weekend over the phone. The phone just rings around the different departments - some cut you off, most just transfer you again on a loop. I think my number is being ignored now as I just can't get through at all. I had to email 3 times to get a response via email as well... just weird customer service.