What quality and guest satisfaction programs must a Crowne Plaza participate in?
Crowne_Plaza Franchise · 2025 FDDAnswer from 2025 FDD Document
go. These logos are created by a designated agency in accordance with logo guidelines with appropriate formats for each hotel to use to create hotel-specific collateral.
Note 23: Guest Relations Fee: One Contact Resolution is a Guest Relations process that allows for increased guest satisfaction by empowering case managers to handle calls quickly. Your Hotel is expected to resolve any guest relations issues of a service or quality nature during the guest's stay. Post stay contacts of a service or quality nature will be resolved by Guest Relations case managers on behalf of the hotel, compensating the guest with up to one night's room fee and tax. The hotel must pay a $150 case management fee per incident as well as any applicable compensation to the guest. Hotels can earn a quarterly fee waiver on service and quality cases by achieving a Guest Relations Index in the top third of the Brand System. Any non-service or quality issues are referred to the Hotel for resolution.
Note 24: IHG One Rewards Measured Standards: IHG One Rewards Measured Standards are measured and enforced by the Loyalty Program to ensure consistency in the delivery of the program to its members. Standards are based on calendar quarter thresholds. Hotels are measured at the end of each calendar quarter for compliance. If a Hotel fails to meet the threshold for a quarter, it will have
one quarter to cure. If a Hotel that has 300 rooms or less fails to cure, it will move to assessment and will be assessed a fee of $1,000 for each standard failed. If a Hotel fails in consecutive quarters, the assessment will escalate to $2,000 for a failed third quarter and $3,000 for a failed fourth quarter. The assessment is capped at $3,000 per quarter per standard. If a Hotel that has more than 300 rooms fails to cure, it will move to assessment and will be assessed a fee of $1,000 for each standard failed.
Source: Item 6 — OTHER FEES (FDD pages 31–51)
What This Means (2025 FDD)
According to the 2025 Crowne Plaza FDD, franchisees must participate in several programs focused on quality and guest satisfaction. One key aspect is the 'One Contact Resolution' guest relations process, where hotels are expected to resolve service or quality issues during a guest's stay. For post-stay issues of this nature, Crowne Plaza's guest relations case managers handle the resolution, potentially compensating the guest up to one night's room fee and tax. The hotel then incurs a $150 case management fee per incident, in addition to any compensation paid to the guest. However, a hotel can earn a waiver on these fees by achieving a Guest Relations Index in the top third of the Brand System.
Crowne Plaza hotels must also adhere to IHG One Rewards Measured Standards, which are evaluated quarterly. Failure to meet these standards may require the hotel to complete a Corrective Action Plan (CAP) following a quality evaluation. Franchisees are responsible for covering the room and board expenses of the Quality Department Representative during quality inspections. Additionally, completion of the 'Taking Our Voice' (TOV) survey is mandatory when assigned, with non-compliance resulting in escalating assessments up to $2,500 per occurrence and potentially triggering a visit from a Quality Department Representative.
Furthermore, hotels falling below the 'Reputable' threshold in guest satisfaction measurements (currently known as 'Guest Love') for more than six months may be placed in the Performance Compliance Program. This program can cost up to $13,500 for each 3-month period the hotel remains in it and necessitates a Mandatory Improvement Plan. This plan may involve ongoing quality evaluations, required capital improvements, and other actions aimed at improving guest satisfaction. These measures highlight Crowne Plaza's commitment to maintaining brand standards and ensuring guest satisfaction across all its locations.