Crowne Plaza St Louis - Clayton

Regarding the noise issueWe contacted the guest room in question and on the 3rd attempt we went to the room and put a stop to itWe cannot control the actions of others but we can kick them out and put a stop to the issue after the third complaintWe also offered and they received a 20% discount on their bill due to the noise complaint which was above and beyond what we normally doThe water in the building they were in was off at some time during the night due to a water main break that I am quite sure they could tell from all of the water that was in the streetIt was completely out of our control also but we had a crew out as soon as possible to fix itTo accommodate our guests we provided room that they could shower in as well as bottled water for brushing teethWe feel we did everything we could possibly do to alleviate situations out of our controlThe customers received the 20% discount and stated that they understood why it was received then continued to send Revdex.com this complaint*The customers complained that the from desk manager did not respond to them promptly regarding the issuesShe was responding to the water main issue as best as she couldWe called several companies in the phone book to resolve the issue as soon as possible despite it being out of our control

Regarding the noise issue. We contacted the guest room in question and on the 3rd attempt we went to the room and put a stop to it. We cannot control the actions of others but we can kick them out and put a stop to the issue after the third complaint. We also offered and they received a 20% discount...

on their bill due to the noise complaint which was above and beyond what we normally do. The water in the building they were in was off at some time during the night due to a water main break that I am quite sure they could tell from all of the water that was  in the street. It was completely out of our control also but we had a crew out as soon as possible to fix it. To accommodate our guests we provided room that they could shower in as well as bottled water for brushing teeth. We feel we did everything we could possibly do to alleviate situations out of our control. The customers received the 20% discount and stated that they understood why it was received then continued to send Revdex.com this complaint. *The customers complained that the from desk manager did not respond to them promptly regarding the issues. She was responding to the water main issue as best as she could. We called several companies in the phone book to resolve the issue as soon as possible despite it being out of our control.

Initial Business Response /* (1000, 5, 2015/06/17) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@cpclayton.com
We received a letter from the guest stating there concern/problem and at that time we looked into the reservation made. Because we are...

franchised hotel, our reservations are taken through our umbrella brand IHG (Intercontinental Hotel Group). I have reached out to them to no avail. I would advise that this complaint be directed to IHG since this is who made the reservation. I do know however, that when a guest makes a reservation through our Central Reservations line, the reservation is confirmed back to them and a confirmation email is sent, which confirms all the information on the reservation.