Crowne Plaza Albany - The Desmond Hotel by IHG

A pipe burst at home, so I had to book by phone at the last minute. They do allow pets, which was a plus, but I’d asked the booking service several times about the charges and was blindsided by an extra $90 fee for my small dog. Then there was another $75 incidental fee, which they said was refundable. It was 11 p.m. with two kids and a small dog, so we didn’t have much choice. Once we finally unpacked, the fridge didn’t work and the toilet was clogged. I called, and they moved us to the next room right away. The next day I tried calling the restaurant several times with no answer. There were no clear directions about room service or where to find a menu, either. The front desk said they’d call us back, and eventually a woman did. She sounded like she didn’t enjoy her job and made me feel like an inconvenience. Three stars because of all the extra fees and the lack of communication and kindness from staff.

At a music conference earlier this month, Dianna Rios helped make my time at the hotel and restaurant relaxing and fun from the start. She’s the Sr. Restaurant Manager, and she sorted out a restaurant reservation mistake with humor and efficiency. She also greeted our party warmly and explained the food options and other details nicely. When I thanked her, she gave me a much-needed complimentary coffee to get through the full night of music ahead. All the hotel staff deserve recognition, and Dianna deserves a special mention.

I spent three nights here for a Student Conference and would happily return. The hotel is spacious and gorgeous, and I really liked the layout. Staff were extremely nice and accommodating. One of my lights wouldn’t turn off, so I called the front desk. A kind maintenance worker arrived within ten minutes, replaced the outlet, and finished the repair in another ten. The attached restaurant has a great menu, delicious food, and a good happy hour. I also enjoyed the very clean gym, which has great equipment, plus bottled water and towels.

Crowne Plaza has restored my faith in hospitality again. Sharif at the front desk was attentive and wonderful, and Jada was amazing serving us in the restaurant. I love this IHG hotel chain. It’s way better than Hilton could ever dream of being.