Is the Crowne Plaza franchisee required to participate in guest complaint programs?

According to the 2025 Crowne Plaza Franchise Disclosure Document, franchisees must strictly comply with IHG's requirements regarding guest satisfaction and guest complaint programs. These programs may be modified by IHG from time to time. IHG is the parent company of Crowne Plaza.

This requirement means that a Crowne Plaza franchisee must implement and adhere to the guest satisfaction and complaint resolution processes established by IHG. This ensures brand consistency and aims to maintain a positive guest experience across all Crowne Plaza locations. The franchisee does not have the option to opt out of these programs.

For a prospective franchisee, this signifies that they must be prepared to invest time and resources into managing guest feedback and resolving complaints effectively. Failure to comply with these programs could potentially lead to penalties or impact the franchisee's ability to maintain the Crowne Plaza franchise license. Franchisees should inquire about the specifics of these programs, including the metrics used to measure guest satisfaction, the procedures for handling complaints, and any associated costs.