"Unsafe for families – management failed to act. A couple subjected me to sustained, vile verbal abuse – including misogynistic slurs – in front of three 10-year-olds at the Level 27 pool. The woman physically stood over me in an intimidating manner while her partner egged her on. Management's follow-up was dismissive – no confirmation that CCTV was reviewed, the couple was spoken to, or an incident report was filed. Just a vague nod to a "zero tolerance" policy that clearly wasn't enforced, and a suggestion to call the police myself. Crown Metropol, your guests deserve better."

"Our first room was a shocker. Nothing had been replenished by way of amenities or slippers and there was a big black hair sitting on top of the white towels. The room felt unclean. Staff were excellent and move us straight away. The next room was great and our second stay went really well also. The general condition is on the shabby side but well kept and vibes of its four star rating are there."

"The room was lovely and clean. No body wash in the shower. Had to call and ask housekeeping to top it up. I was disappointed that the room wasn’t made up each night. I understand that we may not get fresh towels to reduce carbon footprint but for 5 star I expect to come back to the bed being made up and the room tidied. Instant coffee only no coffee pods or plunger. Bed was comfy and they had good pillows."

"The rooms are looking dated. No complimentary water in the rooms. The shower head is a cheap water saver. The ice machine in the hallway barely works. We called room service for a bucket of ice only to be re-directed to the ice machine on our floor. Once I explained it didn’t work they agreed to bring an ice bucket up to the room. Twice we rang room service and were on hold for at least 3-5 minutes both times trying to get through. For the price of the room per night you would expect better. Little things like a magnified mirror in the bathroom or a personal greeting on the tv screen all seem to be a thing of the past. It’s a shame that a once 5 star hotel has let itself go and yet seems to cost more per night. I’m not sure that I would come back for the price."

"I am happy to share my experience of my recent visit last week to Crown Metropol. At check in I was given a major upgrade to a Suite. The Front Desk Manager, Casey wrote a lovely card thanking me for my loyalty.. Her 5***** service levels never ceases to amaze me and she remains a true crefit to Crown Hotels. Yours always Paul Dewar"