First, I would like to say that our stay itself was great. The rooms were nice, all the staff was very friendly and it was fun for our group of 12 ranging in age from 5 to 60+. Given the holiday I was more than impressed with how everything was handled during the stay. This was our second visit to Key Lime and based on our stay alone I would give it 5 star rating.
The part that ruined my visit and would keep me from going back is the front desk staff and back office handling the reservation. I made our reservation a month in advance booking four rooms. I was charged for all four and when I went to review all of the confirmation emails about a week before our stay I realized we were missing one. Upon calling I was told only three rooms were booked. Why would we be charged for 4 rooms but only have three booked? In any case they booked us another room and then told us they would still honor the advanced booking rate which I thought should not have had to even been said. I was polite had them rebook and then let it go. We had a great trip and upon receiving our bill at checkout I soon after realized that they had charged us the rate of we agreed upon for our room but given us credit for another room in our party which was lower rate because they were a two person room and had a military discount leaving us with a higher balance to pay at checkout. When I tried to discuss this with the front desk I was there over an hour where upon the front desk person just kept saying that it all evened out and continually offering to print it out in different ways. Well yes of course you can get it to even out, the bill includes the final charge to your credit card and the hotel can say I owe whatever they want on my credit card on the credit side to balance what is owed, but If you took what I was supposed to pay for the room, what I actually paid and then took what my misc charges were it was an easy fix. I offered to leave as I knew they were getting busy with early check-in and left being told they would look into the issue and we would have it resolved. It has now been two weeks and the issue is still not resolved and the person I was working with is now unresponsive to my requests as to the status and I have opened a inquiry through my credit card company. I think you and your family will have a wonderful time during the actual stay but I would caution that you should definitely review any communications prior to your visit and your bill throughly upon check out. I don't think we will be making another visit as this has now soured what would have been a great vacation as a whole. The credit we were entitled to wasn't even that much and didn't take a lot of effort to figure out, but their lack of communication with guests shows they really don't value their guests in the end.
- 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
- Reservation Options:
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- Also Known As:
- Keylime Cove Resort And Water Park Hotel Gurnee
- Keylime Cove Gurnee