Our room was #220 in June and we booked through Priceline. Our stay was the worst that we had out of any hotel ever, period. Don't stay at this hotel if you value being treated like a human being.
We checked in with the night manager, and everything seemed to be ok.It was our anniversary and we are Marriott Rewards members of the Platinum level. We requested an upgrade and he informed us that the property was sold out and there were no upgrades available. Yet after we checked in and were waiting for a luggage cart he informed another couple after us that they were given an upgrade? What is with the discrimination? He was marginally polite and treated us like we were second class citizens. The room was nice and clean enough, but the floor was dirty and the mirror has some sort of smudges on it that looked like spit. When we called to complain we were told by the front desk that someone would come up. It took one whole day for housekeeping to come to our room and change the sheets and towels.
When we used the pool the next day it did not feel heated at all and there was not hot tub. The pool area smelled like it had a lot of chlorine and when we went to the desk to complain to the manager at 9am we were told that he was not in. We were told he should be in around 10am or 11am. By time 11am had rolled around he was still not there and we told the manager would be in later. If he's not going to be in, why would you say he is? Don't lie to your guests!
Later that week after we checked out we noticed our card had been charged twice - we went through Priceline and they already charged us, but the hotel charged us too! So we called the hotel asking about the additional charges. The lady on the phone was very apologetic and said she would leave a note for the manager. We were ok with that as long as it was fixed. But we was never called back and days passed and we had to call again! It took three and a half weeks to be resolved, and the manager on the phone was short with me! His name was David and he was very rude, very snappy, and very brusque. He made us feel like the problems we faced were our fault and he made us feel like our expectations were too high. The gentleman who we spoke to much of the time was named Damian and he was extraordinarily rude. He rolled his eyes, sucked his teeth, and generally left a bad impression with us because he could not control his impulses. He certainly should not be at the front desk if he cannot manage himself of his bodily functions.
The only bright spot of our stay wash Ashley. She was amazing and gave us everything we needed. Extra towels or directions to restaurants. She was superb and went out of her way to help. This girl is someone with management potential someday. David and Damian should be fired; their customer service skills and ability to treat their guests like humans (or tell them to the truth!) is marginal. Restaff, please.
If you're looking for a hotel stay anywhere else but here. The manager and some of the shift workers are just awful.
- Official Description (provided by the hotel):
- Within the Fairfield Inn, you can enjoy accommodations featuring crisp linens, microwave, mini-fridge, TV, and more. In comparison to other Gurnee hotels, Fairfield Inn Chicago Gurnee offers a comfortable stay complete with free Wi-Fi, indoor pool, and free breakfast. As a Marriott guest, feel free to use the exclusive Marriott Rewards Program. At the Fairfield Inn Chicago Gurnee, you’re our #1 priority. ... more less
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- Also Known As:
- Fairfield Inn Chicago Gurnee Hotel Gurnee
- Fairfield Inn Gurnee
- Fairfield Gurnee
- Gurnee Fairfield Inn