The check in was horrible. There was a communication error between the Crowne Plaza and Hotel.com, as I was told by the font desk lady that only one of my 2 reservations was in their system. I've made full payment to my 2 reservations and after several attempts, she still couldn't locate it. Instead of offering to resolve the issue, she asked me to call Hotel.com directly to solve it for them. There were several other staff standing, idling, talking and laughing behind this lady, and no one seems interested to offer help to resolve my problem. Why would this become my personal problem? Why would I need to call, which could cost me a bomb as I don't have Hotel.com China number, to resolve a problem not caused by me? To infuriate me further, I was told by the concierge that I need to pay RMB10 for a local map. The map that's supposed to help a hotel guest is chargeable. This is a shock to me as I have never encountered such incident before at an international chain hotel. This is utterly unacceptable. Hence I demanded to see the manager. The moment I demanded to see the manager, magic happened. The senior staff that was talking and laughing behind suddenly stepped in and offered drink vouchers to us, after 45 minutes of standing, to sit and wait at the lounge while they resolve the issues. For the 1st time, they offered to solve the problem for me. I finally realised this is the kind of hospitality Crowne Plaza Kunming is offering. Lousy service, at best.