|Address:||800 S Illinois Rte 31, Crystal Lake, IL 60014, USA|
I was married last weekend in the area and recommended this hotel to our guests....we also used it for the girls night the evening before and for the groomsmen and the bridesmaids to get ready. I am a Priority Rewards member and have frequented Holiday Inns & Holiday Inn Expresses for MANY years. This is the first negative experience I have had with the chain, and how unfortunate that it occurred for my wedding. We initially had planned to have our rehearsal dinner here the night before but cancelled it due to poor customer service and moved it to Fridays on Rte 14 where they accommodated us without issue. 1) Customer Service: I was an INCREDIBLY low-maintenance bride. I made very simple requests and the staff was incapable of accommodating me. My maid of honor was treated incredibly rudely. We called room service at 10 pm on a Friday and left a message and NEVER heard back from them. Starting a month before the wedding I went in and spoke with the sales manager and wedding coordinator concerning our party and my requests as the bride. It was clear that when they were unable to upsell us on having the entire wedding at the hotel we fell to the bottom of their priority list. I asked to be emailed rather than called with any issues as I had a full plate with wedding plans but was called several times a day for the first 2 weeks with unnecessary questions and demands on their part that I gave them answers to things I clearly told them I would not know until closer to the wedding date, 2)Food: The morning after our wedding my husband and I ordered breakfast from room service. It arrived late, the food was cold, and was made even colder because we had to call down to request that they bring up napkins, silverware and jam....none of which were on the tray that she brought up. When the food was delivered there was not so much as an apology or acknowledgement that they had made an error. 3) Basic Hotel Amenities: The hotel is in a good location and is quite pretty, but when it comes to basic management they fall far short. The hotel engineer was very nice when we called him up because our phone did not work and our tv had no functioning channels below channel 19. He fixed our phone quickly and offered to comp ONE movie to the room, admitting that the entire hotel has had problems with their channels and have been in a debate with the cable company and tv manufacturer over this. My husband and I had hoped to spend a lazy day in bed watching tv, a reasonable expectation at a hotel, and were unable to do so. In closing I will conclude what I have heard from MANY other people in the area who have heard word-of-mouth reviews on the Holiday Inn, It is ok for a short stay as long as you do not have any problems or special needs that require the most basic customer service.
I spent one month here, which gave me a chance to observe thoroughly almost all of the hotel operations. Cleanliness: For normal functions, the rooms, grounds, and lobby were basically spotless. I stayed in three different rooms: the beds were comfortable, linens clean and new enough, and showers strong and hot. Its when the weddings and other events come in town that you see messes linger: beer bottles (broken ones too) are strewn about outside, cigarette butts for a few days. This is a result of inconsiderate guests (they never know who they are) and slight understaffing -- sometimes the room service is left too long in the hallways Amenities: The pool is nice, but may have a little too much chlorine (but if they didnt have enough that would be worse). The biggest issue is that the doors to the very nice deck outside are kept locked which detracts from the experience. The restaurant and bar had impressive views, food was good, and portions generous. I didnt like the drink specials. The gym is adequate, with enough cardio machines, but only a few dumbbells. I thought the conference facilities were expansive and pleasant. Electronics: The internet had some spotty days, but overall, I was able to video conference, email, and otherwise watch internet video with few buffering problems (it is about 5Mb download speed). On the spotty days I resorted to the 4GLTE (which I have now discovered is not completely reliable either, speed notwithstanding). One rooms TV did not allow me to HDMI in with my laptop, but the others did. AC was fine, controllable, but a bit breezy. Staff: I found every staff member friendly and then some. Front desk personnel could be more empowered/informed -- they deferred to the Manager too often. Everyone embraced my well-behaved chocolate lab and he reciprocated and learned a bit about living in a public place.
My husband called and booked an overnight stay with a king bed a week in advance, as well as my sister and brother in law, who had booked weeks in advance. When we checked in they didnt have the rooms we reserved. Apparently none were available.. That is extremely poor costumer service. They told each of us they would give us a whole $10 off for the inconvenience, and I had to stop myself from laughing. For their mistake, they gave us a double for the price of a double? Gee, thanks so much. My In-laws also received complimentary breakfast vouchers to cover both of them, yet my husband and I did not. I also dont like the smell of cigars in the room Im staying in or the fact that we could hear running water through the walls. Ill give it 3 stars only because the next shift of front desk attendees were nice and funny and our server at breakfast was amazing, if it wasnt for those two people and the view of the lake at breakfast and the fact that the food itself was pretty decent for a buffet, youd get a 1 from me. If we didnt need to get to a wedding, I would have spent much longer checking in...
It all started with the Staff, both manager and staff were rude and unprofessional from the get go. On my wifes and I wedding night they screwed up the shuttle and many people were left in the cold rain for an hour waiting for the shuttle to bring them back. Once we got there it only got worse. The toilet was overflowing in our suite and the floor was soaked. The staff came up and brought a stack of towels and left a huge dirty linen cart in the room and asked us to take care of it. Then we received a complaint for being to loud even though her staff were the ones being loud while bringing in all the towels and stuff. She threatened to kick us out and call the cops. She did not even try to make things right and blamed us for everything. Much to say I will never go back here and they offered no resolution and comp for anything. Staff was terrible and rude!! Night Manager should not be allowed to work in a customer service environment.
UNSAFE BUILDING! The walls are separating from each other and the floor is starting to lower in a lot of the rooms. If you want to hear your neighbors talk at full volume or see the light in their room over the tops of the walls, then get rooms here. The entire building smells like a wet towel and because the smoking area is directly in front of the building, when someone is smoking out front your room will smell like a cigarette (given your room is on the parking lot side). They offer you a "go green" check-in where for all intents and purposes they IGNORE YOU for the duration of your stay. Why dont you call it the "Lets forget about you" option?