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Reviewed July 30, 2019

I was disappointed with my stay. The hotel is clean and has a fancy vibe. The room had everything I needed but there were constantly doors slamming as guests entered and exited their rooms, and you could hear people clearly in the hallway as they walked by. This seems like an easy thing that could be addressed to dampen the noises. My room also wasn't ready on time. For the amount I paid, I would expect more from a hotel.

Date of stay: June 2019
Trip type: Travelled solo
2  Thank World_Wanderer127
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
CPKitchener, Manager at Crowne Plaza Kitchener-Waterloo, an IHG Hotel, responded to this reviewResponded August 6, 2019

Dear World_Wanderer127

Thank you for leaving us your review and for spending the night with Crowne Plaza Kitchener. We are grateful for your business with us.

Happy to hear that you enjoyed the stay, we have also noted the noise issue which you have addressed. We are looking into it and will address the issue.

Thank you for taking the time to let us know about your stay with us. Look forward to welcoming you on your next visit to Kitchener.

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Reviewed July 28, 2019 via mobile

Recently stayed for a weekend for my sons lacrosse qualifiers. Getting to the hotel is a bit of a pain as it’s located right downtown, lots of construction and one way streets. Check in was smooth. Parking sucks. Would be very challenging for someone who has mobility issues. Hotel was clean and welcoming for the most part. Arrived in our room, to find a condom wrapper and hotel key beside the bed. Not impressed. Pretty disgusted. Hotel staff were apologetic. Took over 15 minutes to get hot water in the morning for a shower. Buffet breakfast was mediocre. Staff was pretty relaxed about patrons loitering in hallways and bar area - which was a bonus for us since we were there as a team so many adults enjoy drinks together in common areas. A few sketchy people came in off the downtown streets. Security quick to see them out.

Not a bad stay. Appropriate for a team booking.

Date of stay: July 2019
Trip type: Travelled with friends
1  Thank Celeste C
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Storyteller827276, Martina G Assistant Front Office Manager at Crowne Plaza Kitchener-Waterloo, an IHG Hotel, responded to this reviewResponded July 29, 2019

Celeste C,

We are glad that you enjoyed your stay overall but are dismayed to see that we did not quite live up to our standards of excellence as evidenced by your 2 star rating. We would like to apologize again for the room cleanliness and want to let you know that our executive housekeeper has followed up with the staff that cleaned your room prior to your arrival. We do hope that you stay with us again so that we may have another chance to provide you with a perfect stay.
Warm regards,
Martina Gareau
Assistant Front Office Manager

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Reviewed July 24, 2019

So, first off, there are 5 accessible parking spaces in the hotel self-parking garage. What that means is that they have 5 parking spaces that are available to the disabled, BUT, if you are disabled and want to stay at this hotel, you will be challenged to use these parking spaces. Why? There is no elevator from the parking garage into the hotel. From the self-park garage, either you have to cross an alleyway, to go in a side door and walk up several stairs to reach an elevator or you have to walk or wheel your chair the whole distance of the alleyway (which has a serious slope to it) to the front entry of the hotel on King Street to access an elevator.

As a disabled person arriving by personal vehicle you could avoid the whole hotel access from parking issue if you valet park your vehicle but: (i) this makes a mockery of the accessible parking (that isn't accessible) because the valets park in regular parking spaces; and (ii) it financially penalizes those that are disabled and cannot access the hotel otherwise. Some hotel amenities (hot tub, etc.) may also not be accessible. P.S. there is nowhere on the hotel website that speaks to any potential accessibility challenges at this hotel. This hotel has accessibility challenges. Disclose them and identify several contingencies depending on guest mobility levels so that guests can make informed decisions and know what they are getting into.

When we checked-in on July 21, we were given a room on the third floor of the old section of the hotel. The carpet in the room was so dirty (food crumbs (including chocolate) and paper) that I would not allow my husband's service dog on the floor in case he found something that he shouldn't get into. I also noticed that it was really hot in the room and turned the thermostat down and it did not react. Went down to the front desk to ask for a room reassignment - they said that the dirty floors were due to several sports teams that had just vacated the hotel (which if you follow that logic means that housekeeping does not vacuum the rooms of the rooms after every guest! Eww).

We were then given a room "upgrade" into the new section of the hotel but again on the third floor (Room 366). I noticed it was warm in the room, turned the thermostat down to 60 degrees and went for a quick walk to pick up some diner and bring it back to the room. Returned and the room was still very warm. Called down to the front desk and with some coaxing found out that the air conditioning system on the third floor was down and that it was unlikely to be repaired until late that evening (if then). Could not believe that the front desk staff knew about this problem and were still were assigning guests to these rooms. So we asked for a new room, packed up again and moved to a room on the 7th floor (Room 766). We started the check-in process at 7 pm and did not get settled into our final room until 9:30 pm.

So I can comment on three rooms in this hotel, but I will focus on Room 766 - it is in the "new" section of the hotel. There is mold on the shower grouting, there are stains on the bathroom door that have been there a long time, there are stains on the couch, the surfaces of the furniture were fairly clean but I wiped excrement off of the side of the small couch table (really) and some old food drippings off the side of the couch ottoman. Poor housekeeping and maintenance.

Also on this visit - one of the tower elevators seemed to be out of service and there had been a recent flood in the stairwell to the basement - so not good if you have respiratory issues or have allergies to mold (as I do).

In all, the worst hotel experience I have ever, ever had. Since we selected this hotel based on its TripAdvisor (high) rating, I am doing my part to forewarn those that come after by providing this detailed review.

The first front desk staffer we encountered at this hotel was the individual who knowingly placed guests into rooms on the third floor and did not offer to assist in any way to help us move between rooms on the third floor. The only redeeming feature of this hotel was the other front desk staffer (the one that finally settled us in the room on the 7th floor) who personally showed us two alternative available rooms and brought the luggage trolley directly to our third floor room so we could pack up and move again without having to make too many additional trips. Thank you kindly for your assistance and I hope that you get promoted to another property soon.

Room tip: Stay in the "tower" - bathrooms are bigger.
Date of stay: July 2019
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Service
1  Thank Nancer2727
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
CPKitchener, Manager at Crowne Plaza Kitchener-Waterloo, an IHG Hotel, responded to this reviewResponded August 6, 2019

Dear Nancer2727


Thank you for leaving us your review and for spending the night with Crowne Plaza Kitchener. We are grateful for your business with us.

We are sorry that you had to go through a lot of trouble staying at the hotel. Few things to address, we are a downtown hotel and any downtown location parking or driving around is not the best. Handicapped parking allocate to the closest of the hotel. We do not charge Valet for disability guest and can also park the car in the disabled spot if you have the parking tag.

We are sorry, but it looks strange that you know things we are not aware " a flood in the Basement" and that caused the elevator not to work.. We did have an elevator down in the hotel as there where a sports kids staying and they damaged it. The elevator company came down for repairs and it was fixed. We also have 4 elevators in the hotel.

Thank you for taking time to put one positive comment of the staff during your stay.

We are always on the lookout for ways to make your experience memorable. Reviews such as this goes a long way in identifying areas where we can improve.

We may not have gotten off the right foot but I'm positive to make it better for your next stay. Thank you for taking the time to let us know about your stay with us.

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Reviewed July 19, 2019

Recently spent 5 nights at the Kitchener Crown Plaza. Our room was superb with a King size bed, very clean and great room facilities. Check in & out was swift. All staff encountered with very pleasant, welcoming and a credit to the hotel. Breakfast was a buffet style with plenty of choice, sufficient to set you up for the day. Harry B is happy to recommend this hotel whether staying for business or pleasure.

Date of stay: July 2019
  • Trip type: Travelled as a couple
    • Value
    • Cleanliness
    • Service
Thank Mr Harry B
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
CPKitchener, Manager at Crowne Plaza Kitchener-Waterloo, an IHG Hotel, responded to this reviewResponded August 6, 2019

Dear Mr. Harry B

Thank you for taking the time to tell us about your experience at Crowne Plaza KITCHENER-WATERLOO.

Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.

Again, thank you for choosing Crowne Plaza

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Reviewed June 24, 2019

Had a problem with the water temperature in the hotel room. Notified the front desk of only have cold water and no hot water available and was informed that maintenance would be there at 6:00 pm. Waited until 6:20 when it was necessary to leave for our rehearsal party and notified the front desk again that no one came to check the problem and could someone check while we were out. Back in the room late that night and both daughters did not use the shower until the next morning. Still only cold water but my eldest daughter had to leave for wedding day preparation as she was in the wedding partly. She did not inform the desk on leaving at 6:30 am that still no hot water. On my youngest daughter's return to the room late that night after the wedding and reception and using the shower at 12:00 am was not happy to discovered there was still no hot water.

I called Monday with my dissatisfaction of this problem and was informed that there was nothing documented under our room number and that it would be necessary to check with maintenance. When they returned my call Tuesday after reaching out to them first, I was told that there was documentation of the problem and that it was fixed. Why was there no notification to the room left on the voicemail available on the phone in the room that is provided by the hotel. I truly do not feel this problem was ever addressed. Very disappointed with how this was handled and the need to follow up when service is requested and no one shows up to the room when expected.

Date of stay: June 2019
  • Trip type: Travelled with family
    • Sleep Quality
    • Rooms
    • Service
Thank lorleac156
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Storyteller827276, Martina Gareau Assistant Front Office Manager at Crowne Plaza Kitchener-Waterloo, an IHG Hotel, responded to this reviewResponded June 28, 2019

Lorleac156,
Thank you for your comments. We are looking into stream-lining our guest request and maintenance request process so that this does not occur again. We apologize for the inconvenience you and your daughter experienced and we do hope that you will give us another chance and stay with us again.
Warm regards,
Martina Gareau
Assistant Front Office Manager

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