Crowne Plaza Kunming Ancient Dian Town by IHG in Kunming

Not sure how the hotel managed to obtain a high rating but my family experience here was horrendous.

Given Crowne Plaza's reputation as an established international hotel brand, our experience fell far below the standard we had every right to expect.

Upon check-in, the front desk staff offered no assistance with our two large pieces of luggage, despite our travelling with young children. We were simply directed to the lift. Fortunately, a thoughtful member of staff stepped in of his own accord to help — an initiative that should have come from the desk itself. This set an unwelcoming tone from the outset.

The room itself presented several serious concerns. The air conditioning, set to 15°C, appeared non-functional — the room remained uncomfortably warm throughout the night. The mattress was extremely firm, offering little comfort. Most distressingly, the room was severely infested with mosquitoes, which bit my children repeatedly on their hands, legs, and faces, causing significant swelling.

When we reported these issues the following morning, the staff suggested we had left the insect screen open — which we had not. While some measures were taken in response, they were inadequate. An additional blanket was provided, but this did not address the firmness of the mattress. The air conditioning remained unresolved. The mosquito problem was only partially mitigated, and my children continued to receive bites on the second night.

What concerns me most is that your staff appeared to be aware of an ongoing mosquito issue in the room, yet no proactive measures were in place and guests were not forewarned. A pest problem of this nature is not merely an inconvenience — it is a health and welfare matter, particularly where children are involved. Routine air conditioning maintenance is similarly a basic operational standard, not an optional one.