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“Staff more concerned with making money than customer satisfaction” 2 of 5 bubbles
Review of KeyLime Cove Indoor Waterpark Resort

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KeyLime Cove Indoor Waterpark Resort
Ranked #1 of 12 Hotels in Gurnee
Certificate of Excellence
GreenLeadersSilver level
Channahon, Illinois, United States
Level Contributor
4 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
“Staff more concerned with making money than customer satisfaction”
2 of 5 bubbles Reviewed September 8, 2013

Staff is lazy here. The only ones who seem like they know what they are doing are the waterpark staff. The servers constantly walk around with their heads in the air. I had a discount for a room and was told the wrong information. Arriving here they would not accept the coupon after I was told differently. Stated that they could not do anything which is a lie. Too bad they don't care about customers with the cost of the prices here.

  • Stayed September 2013
    • 1 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
2 Thank Kristen B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Danielle W, Manager at KeyLime Cove Indoor Waterpark Resort, responded to this review, September 9, 2013
Dear Kristen B,

Thank you for sharing your feedback on our resort. We sincerely apologize if you were at all displeased with the customer service you received from our staff. It is our understanding that you wanted to apply a discount to your overnight stay at the time of check-out. As stated on the coupon, that specific discount was required to be mentioned at the time of booking the reservation and presented to the front desk agent at the time of check-in. Unfortunately, our management staff was unable to offer a solution because you chose not to provide your name or your room number. We can only hope that, with time, you understand the reasoning behind our policies and why our manager was unable to resolve your concerns. Thank you again for sharing your comments.

Kindest regards,
Your friends at KeyLime Cove
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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1,525 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (382)
Date | Rating
  • English first
  • Spanish first
  • Any
English first
Illinois
Level Contributor
291 reviews
32 hotel reviews
common_n_hotel_reviews_1bd8 102 helpful votes
5 of 5 bubbles Reviewed September 6, 2013

This is our 3rd or 4th visit to KLC (I lost count) and the experience has always been fun and enjoyable. This time, our daughter wanted to have a sleepover for her birthday and we ordered the birthday package (which i HIGHLY recommend - it made planning and execution SO much easier). My daughter was surprised when we arrived at the door which was nicely decorated. The room was clean and bright. The birthday cake was some of the best I ever tasted! The package also came with pizza and drinks -- needless to say, I was more than happy with everything....from the quick checkin to the food and accommodations -- even the deals texted to my phone for some good libations were great!

  • Stayed August 2013, traveled with family
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank ttaylor2u
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Danielle W, Manager at KeyLime Cove Indoor Waterpark Resort, responded to this review, September 9, 2013
Dear ttaylor2u,

Thank you for sharing your splash-tastic comments on our resort! We are so honored that your daughter chose to celebrate her birthday with us in paradise. It seems like the whole family enjoyed our birthday enhancement option that includes a banner, balloons, cake, sodas and a pizza voucher delivered directly to your overnight room before check-in. We are pleased to hear that your check-in experience was quick and relatively easy. It appears that you were very satisfied with your entire stay. Thank you for your recommendation of our resort. We are looking forward to your next stay with us in paradise!

Have a FUN-tastic day!
Your friends at KeyLime Cove
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Villa Park
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 bubbles Reviewed September 3, 2013

This place is perfect for us. Our kids are 7, 5, 3 & 9 months and I love Keylime Cove because there are enough slides for every age. The intensity levels range to please everyone. Most of the areas have shallow water so you don't have to be overly concerned with them drowning. It's clean, they rent life vests for free, inner tubes are always available, the lines for the big slides are always short so you never have to wait more than a few minutes to go down the slide. The environment in the hallways and lobby are so nice and peaceful. It has a sort of Disney feel to it. They have an arcade and a kids lounge if you need a break. There are 2 restaurants, an ice cream parlor, Starbucks inside, a place to go where you can get fudge or chocolate covered pretzels if you have a sweet tooth. The pizza there is the bomb! I have nothing but great things to say about this place... and it's never packed like the Wisconsin Dells places either. Oh! And the day you check out, you still get to stay and play until it closes. There is a changing room by the pool so you don't have to worry about where you'll change at. I love this place and recommend it to all.

  • Stayed August 2013, traveled with family
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank 6RoadTrippers
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Danielle W, Manager at KeyLime Cove Indoor Waterpark Resort, responded to this review, September 5, 2013
Dear 6RoadTrippers,

Thank you for sharing your splash-tastic review of our resort! We are so happy to hear that you and your family enjoy staying with us so much in paradise. It seems like all of your little ones have fun splishin’ and splashin’ around in our waterpark, Lost Paradise. It appears that you were very pleased with the cleanliness of the water, the short waits for the larger slides and the availability of life jackets. As for our food outlets, we are happy to hear that you enjoy the many different options available and the overall taste of the food. It can be very convenient to dine with us on property rather than travel offsite. Thank you again for your recommendation. We hope to see you and your family again soon!

Have a fun-TUBE-ulous day!
Your friends at KeyLime Cove
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Benton Harbor, Michigan
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
5 of 5 bubbles Reviewed September 3, 2013

The room was great, the staff was friendly, the life guards watched carefully and the water park was fun. We had a great time with our grand children. The shuttle to Great America was a bonus. We did the package deal with the grandkids to play in the arcade, choose a stuffed animals and do a craft project. At ages 8 and 10 they enjoyed it all.

  • Stayed August 2013, traveled with family
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Deb P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Danielle W, Manager at KeyLime Cove Indoor Waterpark Resort, responded to this review, September 4, 2013
Dear Deb P,

Wow, what a tube-ular review! We are thrilled to hear that you had such a wonderful time staying with us in paradise. It seems like you found your overnight room to be a perfect fit for you and your family. As for the friendliness of our staff, we strive to make each and every guest feel welcome from the moment they arrive to the second they leave. Our lifeguards take the responsibility of protecting the safety of our guests in the waterpark very seriously. We are pleased to hear that you took advantage of our free shuttle service that takes guests to and from Gurnee Mills Mall and Six Flags Great America. Thank you again for sharing your comments. We hope to see you and your family within our walls of paradise again soon!

Have a splash-tastic day!
Your friends at KeyLime Cove
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Chicago, Illinois
2 reviews
5 of 5 bubbles Reviewed September 3, 2013

I have been getting around to trying this place for years. I finally did this past Labor Day weekend. I am a teacher, so automaticly I got a 15% discount. My kids are 2 and 4 and the 2 year old was free! Already I was really pleased! Once we got there, the room was very clean and the staff were really nice. At the water park, the lifeguards were attentive to the guests and the water was also clean. I have been to Chula Vista in Wisconsin Dells and the water was so dirty we all came back with eye infections...gross! So, needless to say, I was really pleased that I didn't have to repeat that experience. The only complaint I had is for the pizza. It was decently priced ($21.99 for a large pizza, buffalo wings and a 2 liter of soda delivered to your room), but it was terrible. However, my kids had such a great time they didn't even care. All in all, we had lots of fun and we will definitely be back for a longer stay!

  • Stayed September 2013, traveled with family
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Marlow101
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Danielle W, Manager at KeyLime Cove Indoor Waterpark Resort, responded to this review, September 4, 2013
Dear Marlow101,

Thank you for sharing your splash-tastic comments on our resort! We are pleased to hear that you and your family enjoyed your stay with us over Labor Day weekend. It seems like you found the price of your overnight room to be very reasonable. We are happy to hear that you thought the overall resort and your overnight room were very clean. It appears that you found our lifeguards to be very attentive. They take the responsibility of protecting the safety of our guests very seriously. We sincerely apologize if you were unhappy with the food you received from one of our food outlets. Please feel free to speak with a manager if you are ever dissatisfied with the quality or taste of your food. They will have a staff member remake your meal right away. Thank you again for sharing your feedback on our resort. We are looking forward to your next stay with us in paradise!

Have a fun-tastic day!
Your friends at KeyLime Cove
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Danville, Illinois
Level Contributor
11 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
5 of 5 bubbles Reviewed September 1, 2013

We had a great visit. The room and the water park were very clean. The waterpark has an excellent area for the smaller kids to play, and has small water slides too. There was an episode of one pool being closed because of something questionable, but that's not their fault. There are tons of small children and I am glad they are so vigilante with sanitation. There are great lifeguards who are actually looking at their patrons. I have been other places where they just chat and go about their business. They have life vests for the kiddos and nice size towels to use for free. Plenty of tubes available too. Lots of rules in the waterpark but its for your safety. The room was great and they upgraded us to a handicap suite because my mom was on crutches. The beds were comfortable too...which is hardly ever the case. We went to Caribbean Cove in Indy this year as well, and this was soooooo much better! Lots to do. Bring your own food and drink to keep in your room (can't be eaten in public areas) because its a little pricey to buy something inside the resort. We really had a great time and plan to go back very soon.

Room Tip: The bottom floor is closest to the water park.
See more room tips
  • Stayed September 2013, traveled with family
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Heather A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Danielle W, Manager at KeyLime Cove Indoor Waterpark Resort, responded to this review, September 4, 2013
Dear Heather A,

Thank you for sharing your FUN-tastic feedback on our resort! We are pleased to hear that your family had a great time staying with us in paradise. It seems like you appreciated that our staff was very vigilante when it came to sanitation. As for the attentiveness of our lifeguards, they take the responsibility of protecting the safety of our guests very seriously. We are happy to hear that you found your overnight room to be a perfect fit for your family. Thank you again for your recommendation of our resort. Looking forward to your next stay with us in paradise!

Have a splash-tastic day!
Your friends at KeyLime Cove
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Toronto, Canada
Level Contributor
13 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
5 of 5 bubbles Reviewed September 1, 2013

We stayed here for two nights in August. The outside of this property is beautiful!! Once we went in, we felt like we were in Florida. The décor is spectacular. The check in was very quick and the staff very friendly. I always worry about rooms being "not what they seem".. but this room did not disappoint. It was very clean and quiet.
Our family immediately went swimming. OMG!! The waterpark was freaking awesome!! Parents, if there ever was any doubt about safety at a waterpark, this is the place you want to be! There are lifeguards everywhere. They have every single area covered. Peace of mind for sure! There are sections for all different age groups as well. We loved the lazy river.
Another nice thing about KLC is the 49$ package. You get your choice of either a little girls spa day or making a stuffed animal at Animal Land. On top of that you get a card with 100 credits for the arcade (little pricey), a T-Shirt that you get to colour and design, free ice cream, a free souvenir cup that you have unlimited refills in, 10% off at the restaurants/shopping.. and more!
Don't worry about forgetting something. They have so many shops and places to eat.
They have snakes and alligator that they bring out at night that you can have your picture taken with for a price.

Overall, our new favorite place to go. Highly recommend it. $480 for two nights.

  • Stayed August 2013, traveled with family
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank Lovers_at_heart
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Danielle W, Manager at KeyLime Cove Indoor Waterpark Resort, responded to this review, September 3, 2013
Dear Lovers_at_heart,

Thank you for sharing your feedback on our resort. We are so happy to hear that you found our entire property and décor to be so splash-tastic! It seems like your check-in experience was very fast and that you found our staff to be very friendly. As for our waterpark, we are pleased to hear that you felt very safe playing in the various water attractions especially the lazy river. Our lifeguards take the responsibility of protecting the safety of our guests very seriously. It seems like you took full advantage of our saving pass, Paradise Perks, during your stay that offers several activities and discounts for one price. We strive to exceed the expectations of our guests and it seems that we have succeeded in doing so with your family. Thank you again for your recommendation. Looking forward to your next stay with us in paradise!

Have a FUN-tastic day!
Your friends at KeyLime Cove
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about KeyLime Cove Indoor Waterpark Resort

Property: KeyLime Cove Indoor Waterpark Resort
Address: 1700 Nations Drive, Gurnee, IL 60031-9136
Phone Number:
Location: United States > Illinois > Lake County > Gurnee
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Green Hotel in Gurnee
#2 Business Hotel in Gurnee
Price Range (Based on Average Rates): $$$
Hotel Class:3.5 star — KeyLime Cove Indoor Waterpark Resort 3.5*
Number of rooms: 414
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

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