Comfort Inn Crystal Lake - Algonquin — Hotel in Crystal Lake

Hate to be the “if i could give a negitive star i would” type of person here. But in this case i think it’s deserved. Let me clarify that this negitivity is directed more towards the service aspect of things. Which in my opinion is a more important part of running a business. If i could give this inn a negitive star review i genuinely would. Let me first start off by saying i arrived at this in late at night on 5/7/2024 at approximately 11:30pm, i spoke to the night shift front service attendant in regaurds to seeing if he had an available room for the night. He was professional, kind, asked me how my days was, and was even generous enough to give me the room for a slightly discounted rate after hearing even the slightst bit of my situation. He asked me how long i would need it for and i said i would need it untill noon tommorow if that was an option, he told me that this wasn’t a problem and gave me my room key card, told me to try to have a better night and that if i needed anything to give the main desk a call, THAT is someone who deserves a RAISE. Who does not deserve a raise and quite frankly doesn’t even deserve a job at this facility is the day shift attendant and the housekeeping lady that was on my floor. I was still asleep at around 10am when a knock awoke me, i was unable to respond to this knock as i was still partially asleep. She stated that she was housekeeping and continued to knock on the door even though there was a clear sign hanging from my doors knob that stated “DO NOT DISTURB”. What really angered me was when she tried to use a masterkey to get into MY ROOM that i was occupying to presumably do her job. After she realized that the deadbolt was attached to the door she yelled into the room “helllooooo!” And then shut it quite quickly, this happened YET AGAIN at around 11:30am. Same thing as the 10am incident. This time i was up and awake as i was on the phone in reguards to a personal matter and told her that this room is still occupied and to please leave me alone. When i went to go check out and return the room key along with wanting to file a complaint regaurding the issue the day shift attendant manning the front counter took SOME of the complaint info down (room number, what my particular issue was) and said he would talk to the house keeper in regaurds to the issue, the day shift front desk attendant was very rude. Unprofessional, and quite frankly kind of dismissed the issue and tried to hurry me out the door, as i was about to leave this facility the day shift front desk attendant called back out to me what time these incidents occured and i told him the times stated in this review, he then has the GULL to state to me “well check out was supposed to be at 11am, so thats not the housekeepers fault, the fault is on you sir.” And when i tried to explain the situation i was cut off by him saying “sorry sir, nothing i can do for you, have a good day” and then walked back behind his little counter. Called comfort inns support line at 12:27pm of 5/8/2024. Not much help there either. He only offered to set me up a rewards member account and offered me a measly 3,000 points when he stated you needed 28,000 to 30,000 reward points for a free nights stay dependent on the room you want. Of course me being extremely irritated asked him if that was really the best he could do for me, he then put me on a brief hold and came back shortly stated that he could do 6,000 reward points instead and that was the final offer he could give me. i told him that if that was really all he could do in reguards to the matter then to forget it and don’t bother. Shame on you comfort inn, shame on you MORE comfort inn support lines. Absolutely horrid treatment. And unless something is done to make it up to me properly i will not be returning here and will not recomend comfort inns to friends or family. You would also think for the ammount that you are charged for just even one nights stay that things would be a little more revamped? A little more modern? This is not this case. 1 star because the facility...

I know you're thinking how bad can it be, all you do is book a room and stay there. This should be one of the easiest tasks in the wedding process. Of all the vendors that I worked with, this was the ONLY ONE that i had an issue with. First of all, every single guest that tried to book a room was either told they could not find the wedding block, either of our names or that there was even a wedding that weekend. And when I say everyone, I mean EVERY SINGLE PERSON, not one was seamless, without issues. i was told later if they were calling a certain phone number (which was on their website) that it's a general booking # and they have no clue about THEIR hotel information. Then why would that phone number even be associated on their website at all. Luckily, I had put 2 numbers on my invitation information but even with that, it was taking my guests almost 3 o 4 calls to even get a room booked. EVERY SINGLE GUEST HAD AN ISSUE BOOKING!! I even went there in person to check out the hotel and speak to someone in person about a month before to make sure they had MY reservation and rooms correct only to find out the next week that they didn't even put in for one extra room that I had needed. The man I was working with had gone on vacation (he was friendly and tried to be helpful) and in the meantime, the General Manager, Suzanne Smith, called me. I was trying to qualify for a free shuttle and I needed a certain amount of rooms and she was trying to see where I stood. I think they had me down for 4 rooms because none of the reservations ever went through correctly. After speaking with her and getting some of the rooms figured out, I had not made the number needed to qualify. Long story short, I was told by someone that I qualified and when she found out, she let me know that I did NOT qualify and could NOT have the free shuttle. She told me that the person who told me that was being suspended and that she could easily be suspended for doing the same thing, not following the rules. I thought it was outrageous that she told me this, made me feel terrible for the person I was talking to and I had no business knowing what had happened. That was beyond unprofessional and I feel like SHE should be suspended for doing that!!!!! I wish I knew who the owners of this hotel are because several other inappropriate things took place and I would love them to know what's going on in their hotel. They are very petty, unprofessional, unfriendly, uncooperative and I would NOT recommend this hotel to anyone! They were given as a referral from my venue so I also let my venue know briefly of the unprofessional and poor quality of this hotel and recommended that they not refer anymore business to them. I have NEVER given such a bad review or EVER called out a business like this before but it was warranted!! I feel like everyone has bad days and it's excusable but the manner of how they conduced business was inexcusable. It truly was a stress to wedding planning that I...

I booked a hotel block with Comfort Inn for my 2025 wedding. The woman I corresponded with was SO friendly and helpful, I initially felt very confident in their service for our wedding guests. About a week after my wedding, I learned from various guests that there were many mishaps.

Our contact assured us that a shuttle would transport guests to our nearby venue at 3:15pm and then 3:40ish or whenever he made it back from the first trip. We had 15 guests standing outside all dressed up and no shuttle in sight prior to 3:15pm. As 3:40pm inched closer, one guest went inside and found the driver sitting in the lobby. The driver asked if they were all waiting to go to a wedding. What on earth else would they all be doing out there???? The driver then said there were 2 too many people to which my guests revolted and said they would sit on each other's laps since the driver did not take anyone for the first trip and our ceremony time was getting closer. The driver did NOT know what venue he was supposed to be driving to and our guest had to provide directions. Once they were dropped off, the driver asked if he needed to come back when the wedding ended. Our initial contact told us that he would be back at 11pm for the end of the reception so I don't know why he was not aware of that. When the wedding ended, a guest had to call the driver and tell him to come back.

Next, I found out that the hotel decided to throw away all of their pull-out couches literally the day before my wedding. We had 4 guests book one of those rooms and now suddenly 2 of them were out of a place to sleep! The receptionist said the hotel was fully booked and there was nothing she could do. She did not even offer compensation. Two of my guests had to find a differnet hotel last minute that was 40 minutes away. My suite was also missing a pull-out couch so one of my sisters who was supposed to stay with me the night before the wedding also had to sleep elsewhere.

Once I heard about all of this, I politely emailed my initial contact and explained what had happened. She did not respond. I followed up again a few days later and she sent a very rude and curt email saying she would refund half the cost for my guest's room. While I am pleased that my guests who had to find another hotel were at least given their money back, I am absolutely astonished that there was no apology or explanation. I am truly very shocked and confused as to how so many things went so wrong when we had such constant communication leading up to the wedding. Shame on you,...