Samantha Mullins

Review of KeyLime Cove Water Resort

I wanted to share my experience with you. I decid...

I wanted to share my experience with you. I decided to bring my family and myself to the great wolf lodge in Gurnee IL. Check in was 4pm on saturday the 10th. We were celebrating my sons 5th birthday with a few others.

What an experience. Arriving at my room at roughly 4pm the room was still not ready. We waiting around in the hall and told the gentleman to take his time. Shortly after he came out and told us out room was ready. As i was sure the room would be up to specs, i didnt even bother checking and got to loading the fridge. A member of your staff came into the room questioning us... who told u the room was ready? basically why were we in the room. Very rude and unprofessional! She cleared the room and left. A gal in my party starting bringing to my attention how the room wasnt clean, and there were spots in the night table. I started looking around and this is what we saw: a dirty coffee pot, sticky marks on the night stand, drips down the front of the dresser, mirror was dirty, hair in tub, hair and dirt on floor, dusty everywhere, nasty spill marks on the couch and hand print marks on the door handle. (I have photos) I was beyond taken back. With covid going on, the fact that i had not taken my family much of anywhere since march and i was trusting great wold lodge to keep me safe during this pandemic. Gosh all of that has me thinking, did i even make the right decision, as i was also interested in a water part in pewaukee wisconsin.

I called the front desk, they said they were sending a manager to the room. 20 min go by, no manager. I call again asking to speak to a manager. They told me there would be a wait and that if i wanted to speak to someone immediately to go down to the front desk!!!! W.o.w. ok so i did.
Spoke to a manager, he was nice and friendly. Seemed like a good manager.
Changed my room. Offered a discount.

Headed up to 2nd room. By this time its 530, park is closing in 2 and a half hours, we are obviously on a time limit. The overall appearance of the room was ok, that is what i told housekeeping. Looking past the overview. The bathroom of the 2nd room had hair and build up in every corner and hair on the shower curtain. Something ive never seen at a hotel. I just felt dirty the entire time i was there.

All the hallways were dirty, cobwebs and dirty in the corners. No attention to detail in the common areas

After a long evening with the kids at the park and dinner after, i called the front desk at 5 minutes to 10 for a few extra pillows. 1030 rolls around no pillows. I call back they forgot. They order 4 pillows again that show up at 1055.

We woke up at 6am to the alarm going off when we didnt even order an alarm.

I am so beyond taken back at the experience i had, honestly i cant say that myself will ever revisit. I am aware that the family who came with me, will NEVER visit the gurnee lodge. Nothing like the experience i has in the dells.