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“David the manager is a huge herk; avoid this property. He doesn't care about customer service!”

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Fairfield Inn Chicago Gurnee
Ranked #7 of 11 Hotels in Gurnee
Certificate of Excellence
Reviewed September 11, 2013

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.

  • Stayed: June 2013, traveled solo
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3  Thank Fern P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
David R, General Manager at Fairfield Inn Chicago Gurnee, responded to this reviewResponded September 13, 2013

Dear Fern P-I would like to take this opportunity to sincerely apologize for what was obviously a very negative experience at our hotel. We pride ourselves on superior guest service; subsequently, I am extremely disappointed to hear that you were so unhappy with your stay.
If you would, please contact me at the hotel directly. I would very much like to talk with you personally about your experience. I feel certain that, if you'll give us the opportunity, we can win you back. I look forward to your phone call. Sincerely, David Ratzke, General Manager.

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138 - 144 of 175 reviews

Reviewed September 6, 2013 via mobile

We stayed here over labor day weekend. The breakfast bar was a great thing,waffles,fresh fruit, really all kinds of breakfast foods. Clean rooms. Helpful staff.Close to hwy.94. Several restaurants right in the area from fast food to table service. Plus super close Gurnee Mills mall.

  • Stayed: September 2013
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Thank Sunseeker1430
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
David R, General Manager at Fairfield Inn Chicago Gurnee, responded to this reviewResponded September 7, 2013

Dear Sunseeker-we're so glad that you enjoyed your stay! Please come back and see us next year; we can't wait to unveil our newly renovated lobby and breakfast area! (coming November 2013). We look forward to serving your future lodging needs-David Ratzke, General Manager

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Reviewed August 29, 2013

Driving from Lake Geneva, decided to stop and shop. Checked in without reservations. Check-in was a fast and staff great. She even informed me of their promotion to get reward points. The room was nice, comfortable and clean. Pool area well maintained, plenty of towels. The free breakfast had hot (waffles, eggs, sausage, cereals) and cold (cereal, fruit, yogurts, etc.) items. Plenty of breads and sweet rolls, coffee, teas. It was a satisfying breakfast. Coffee and tea available all day in the lobby. Location is the best off the expressway. Shopping and dining with in walking distance. Main attractions only a short drive. I enjoyed my overnight stay.

  • Stayed: July 2013, traveled with family
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Thank monaco_12
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
David R, General Manager at Fairfield Inn Chicago Gurnee, responded to this reviewResponded September 7, 2013

Thank you for your review! We are glad to see that you enjoyed your stay! We look forward to serving your future lodging needs.

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Reviewed August 11, 2013 via mobile

When checking in.... the desk clerk forgot to use her customer service skills. Then she FAILED to tell me that I would be charged "pre auth charges" $30.00 per room and that it takes 3-5 days to refund me! 3-5 days for something I WAS NOT INFORMED OF AND WAS SUPPOSE TO BE INFORMED OF AT CHECK IN. The breakfast...GROSS! The eggs had to be frozen due to how much water was sitting in the bottom of the pan. The sausage was pork....guess the ppl who don't eat pork are S.O.L...we went down to the pool to find NO pool towels but about 8 of them thrown in chairs and on the ground....USED! The bathroom wall had mold down the side of it...in the end would we stay there again.....NO!

  • Stayed: August 2013
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Thank jammiep77
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
David R, General Manager at Fairfield Inn Chicago Gurnee, responded to this reviewResponded September 7, 2013

Dear valued guest-I would like to take this opportunity to sincerely apologize for the issues that you experienced at our hotel. We are working hard to correct the issues that you have brought to light. We would like the opportunity to win you back-please contact me directly at the hotel. Sincerely, David Ratzke, General Manager

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Reviewed August 7, 2013

I have to start spending some time north of Chicago near a local branch and am looking for a place to camp out. This hotel is not bad but needs some TLC. Checked in late and was very tired. Turned TV on, didn't work. Picked up house phone, was not connected, period. No cord. I called the front desk and they were good and offered 5000 Marriott points which they delivered on. Doesn't need a million dollar renovation but needs some people paying attention to details.

  • Stayed: July 2013, traveled on business
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Thank briandougherty
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
David R, General Manager at Fairfield Inn Chicago Gurnee, responded to this reviewResponded September 7, 2013

Dear valued guest-we appreciate you feedback, and we are listening! We look forward to unveiling our newly renovated lobby and breakfast area (coming late 2013). Please come back and see us-you will not be disappointed!--David Ratzke, General manager

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Reviewed April 8, 2013

I booked a room at this hotel last minute and the staff was just not that great. They were rude since I was checking in late even going as far as to make a comment about the hour.

The rooms are decent for the price and if you are looking to be close to mall, this is as close as you are going to get.

  • Stayed: April 2013, traveled solo
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Thank Nennypoo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
David R, General Manager at Fairfield Inn Chicago Gurnee, responded to this reviewResponded January 3, 2014

Dear Valued Guest-thank you for taking the time to give us your feedback; it tells us what we are doing right, as well as what we need to improve upon. Thank you for staying with us! Sincerely, David Ratzke, General Manager.

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Reviewed March 20, 2013

We chose to stay at this hotel due to the location close to Gurnee Mills Outlet Mall, Pleasant Prairie Outlet Mall, as well as Six Flags. This hotel is located right across the street from Gurnee Mills.
Since we were shopping during the day, we were glad the hotel was able to give us an early check in around noon. However, when arriving to the hotel, we was slightly disappointed by the lack of feeling welcomed. There was a staff member from housekeeping who was cleaning the floors in the halls and lobby. This staff person did not greet us. After standing at the desk for over 2 minutes without anyone coming to assist us, the housekeeping member finally informed the front desk staff that someone was at the desk. Once there was someone there to assist us, check-in was smooth.
No one was at the desk when we departed either so we left our keys on the desk. Not sure where the front desk staff was during the day...
Breakfast during the morning was okay for complimentary breakfast. They do offer make your own waffles, which is great. However, they also have the cereal, muffins, yogurt, fruit, and other usual breakfast items.
If shopping or going to Six Flags in the area, this is a great hotel. Just don't have a high expectation for friendly, welcoming service.

  • Stayed: March 2013, traveled as a couple
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1  Thank hvaskjer003
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
David R, General Manager at Fairfield Inn Chicago Gurnee, responded to this reviewResponded September 13, 2013

We are so glad that you enjoyed your stay! Please come back and see us next year; we can't wait to unveil our newly renovated lobby and breakfast area! (coming November 2013). We look forward to serving your future lodging needs-David Ratzke, General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Fairfield Inn Chicago Gurnee

Address: 6090 Gurnee Mills Cir E, Gurnee, IL 60031-5272
Phone Number:
Location: United States > Illinois > Lake County > Gurnee
Amenities:
Business Center with Internet Access Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Swimming Pool Wheelchair access
Hotel Style:
Ranked #7 of 11 Hotels in Gurnee
Price Range: $95 - $176 (Based on Average Rates for a Standard Room)
Hotel Class:2.5 star — Fairfield Inn Chicago Gurnee 2.5*
Number of rooms: 62
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

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