Jenni Palmer

Review of KeyLime Cove Water Resort

We just stayed the evening at the new Gurnee, IL l...

We just stayed the evening at the new Gurnee, IL location. The hotel rooms are very clean and comfortable. The atmosphere is energizing. However, I only give this hotel 2 stars because of their lack of communication and accommodation to customers when they are in error.
The water park was advertised as opening at 9:00 am. Our brochure at check in even stated that the park opened at 9:00 am. When our family arrived at the water park we were told that they had miscommunication and that it was just brought to their attention this morning that they didn t have life guards scheduled to arrive until 10:00 am. I contacted customer service and explained our family s disappointment in not being able to enjoy the water park that we paid for due to their miscommunication causing them not to open on time and our families personal schedule requiring us to checkout by 10:30 am. In response to my complaint they offered a noon checkout time, which I had to decline. I again explained that our family schedule required us to be on the road by 10:30 am. I inquired if there was a different activity that they could accommodate the kids with instead. They did not offer any such accommodation until after the supervisor called us when we were already on our way home.