While I know many of these reviews are about those who have stayed at the resort, mine is different, as I have not had the opportunity to actually stay at this resort yet.
I have been trying to book a group block of rooms for my fiancé’s and my wedding in 2014. After visiting the site, we were so impressed by the bell staff, guest rooms, and overall feel of the facility. It was like a fairy tale. We could not wait to see our families’ faces when they walked in and saw how awesome it was.
Unfortunately, the dream was shattered when we tried to actually make it a reality. I reached out to the sales manager, Mr. Nick Farrel via voicemail only to never receive a call back. I followed up via email, to which he replied and blamed a change in the voicemail system, but promised that he would get back to me. Over a week went by with no return email, phone call, or voicemail. I reached out to the Catering Manager Elizabeth who was actually the most helpful person in the event department. We discussed my event and she passed the information along to Mr. Farrell.
Well, this is where it all went downhill. I heard nothing for several days, only to receive a sudden email from him out of the blue stating that he needed to know how many rooms I needed to send the contract. This was discomforting as I discussed all of this with Elizabeth. As it was quite apparent that Mr. Farrell was unable or unwilling to even try calling me on the phone, I reached out to Mr Sasso, the next in line supervisor. I could not help but feel so insignificant after my interaction with him. Mr Sasso did not even take the time to ask about my concerns, or why I would call him instead of Mr. Farrell. Mr. Sasso's first words were to explain that Mr. Farrell can not help me until he knows how many rooms I need. I then proceeded to explain that I had already exchanged emails and a phone call with Elizabeth, which contained all of that information. Although never stated, it was quite apparent on the phone that Mr. Farrell was also in the room during this conversation, which made the call quite awkward. They did eventually deliver a contract, but I did not feel secure in trusting them and the organization. I attempted to move further up the chain, but without success. Apparently the only supervisor above this level is the General Manager, and he must not take customer calls, because I was never permitted to speak to him or leave him a message regarding my complaint 180 reversal in emotions about working with Key Lime Cove based on such a very simply resolved customer service matter.
This may sound like a petty complaint, but during this entire interaction with Mr. Farrell and Mr. Sasso, neither party ever even said I am sorry for the confusion, lets get this worked out, or anything to the like. I never demanded anything free, did not ask for any discounts, never raised my voice. I only expressed that I did not wish to work with Mr. Farrell because I felt he did not care about my event, likely because he never even took the time to try and speak to me about it. The only person who did these things was Elizabeth. She was wonderful, but Mr. Sasso told me that Mr. Farrell would be the one that would have to handle the bookings, and I felt as if the veil had been lifted and I was seeing the "real" customer service.
It was obvious to me that Key Lime Cove knows that I am simply a source of revenue, and since my wedding is during the busy season, the business I would provide could and would be easily replaced. My fiancé and I loved the tour that we received from Jason the head bellman, and felt that our guests would love the feeling of being treated like royalty, which he made us feel. It is truly amazing how far a simple apology can go to make you feel important.
Although we have not completely ruled out working with Key Lime Cove, I have expressed these concerns to them with no response. I am posting this here as we have not heard back from any of the supervisors or managers to date.
I understand that now after posting this, the company may see me as a bad guy and no longer even be willing to work with me. It comes down to the fact that I think Elizabeth was the only one who cared or would listen to my concerns, but is she an anomaly? I do not know, but the captain steers the ship, and if the management is this unconcerned with how a guests feels, who is setting the good example for the rest of the staff? I can tell you who it should be, and that is Jason and Elizabeth.
- Official Description (provided by the hotel):
- KeyLime Cove offers something for everyone at its all thrills, no chills indoor oasis. The Key West inspired resort is a perfect getaway that’s within an hour drive from Chicago or Milwaukee. Relax in a resort-style suite or guest room, or rejuvenate at Paradise Mist Spa. Featuring a 65,000 sq ft Indoor Waterpark other resort amenities include an arcade, dining and entertainment, shopping and so much more! For a family vacation that's a million miles from ordinary, reserve some "KeyLime Time!" ... more less
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- Also Known As:
- Keylime Cove Resort And Water Park Hotel Gurnee
- Keylime Cove Gurnee