Comfort Inn Gurnee near Six Flags — Hotel in Gurnee

I have had one of the worst hotel experiences of my life, and I truly believe my family and I were treated unfairly—and possibly discriminated against—during our stay.||To begin with, I was charged an additional $20 for a cot after explaining during booking that we would have 2 adults and 2–3 children in the room. I was told this was fine, only to be told the next day when I called to reserve an additional room that only 4 people were allowed per room. This directly contradicted what I had been told the night before, which is why I paid for the cot in the first place. Despite the inconsistency and growing frustration, I went ahead and booked a second room for my family at the same rate, again with a $20 cot fee.||When we arrived to check in, we were suddenly told we’d need to pay another $25 because we had 5 people in the room. I paid it because I didn’t want any further disruption to our vacation—I simply wanted my family to enjoy what was left of our summer and get an early start at Six Flags the next morning.||Later that evening, my husband called the front desk to politely ask for extra towels. We were told, quite bluntly, that the hotel doesn’t give out extra towels. My husband is one of the most humble and respectful men I know, and he was genuinely upset by the dismissive, unhelpful attitude he encountered.||Then, while we were at the pool, the same young woman who checked us in came into the area, opened the outside door, and said she was letting air in because it was “too hot.” She said she’d return in 10 minutes—but she never did. At the time, my family was the only one using the pool, so there had been no complaints from others. Having the door wide open while we swam felt inappropriate, uncomfortable, and again—disrespectful. When I voiced my concern, it was brushed off as if my experience didn’t matter.||Things only got worse when we returned to our room. I went to set up the cot and discovered multiple stains and what appeared to be bugs. One of the queen beds had something black on the sheet—again, looked like a bug—and the other bed had visible stains on the blanket. At this point, we were exhausted and disgusted. My husband and I went back to the front desk to show the pictures we had taken, and after some time, we were moved to a cleaner room and given a better cot. But by then, the damage had already been done.||Word of our experience must have spread quickly, because the following morning my husband was greeted by the manager with an apology and a promise that $20 would be taken off one of the rooms for the inconvenience. While it was a small gesture, it was at least something—until we checked out. As I was at the front desk scanning the barcode to leave feedback, the same manager suddenly appeared again with more apologies.||When I explained that the extra charges should have been removed from both rooms—not just one—he began backtracking, saying he “didn’t know” we had two rooms. This was hard to believe, considering both rooms were under my husband’s name. Then he started apologizing all over again, saying he had already apologized to my husband four times and asking for forgiveness. He told me he would now remove the extra $20 cot charge and the $25 over-occupancy charge for both rooms, totaling a $90 refund.||Honestly, it felt like he was trying to rush us out and quiet things down to avoid us making a public scene or fully exposing how we were treated. In truth, after everything we went through, we should’ve been offered a complimentary stay. Instead, we were offered empty apologies and an awkward attempt at damage control.||To make matters worse, when I finally received the confirmation email from our credit card company, I saw that only $65 had been refunded—not the full $90 as promised.||This entire experience has left me feeling humiliated, deeply disrespected, and extremely disappointed. I can’t shake the feeling that if my family looked different, we might have been treated differently. The shifting policies, dismissive tone, poor cleanliness, and lack of accountability all pointed to a pattern that felt like more than just bad customer service—it felt like bias.||I will never return to Comfort Inn Gurnee again, and I intend to report this experience. No family should ever be made to feel...

After a long drive from Indiana to Gurnee for a Six Flags family vacation, my family and I were excited to finally arrive at this hotel I booked 2 weeks prior with its raving reviews. After checking in and getting up to our room, first look was not appealing as it just seemed smaller than most rooms for the price and we pre-paid for 4 days and 3 nights with us 2 adults and our 5 year old son. Due to it being our 1st family vacation we've been able to afford in 5 years, we shrugged it off, started unpacking, and settled in the room. With our long car drive, our son was eager to go swimming in the pool, so we got changed. While I was changing into my bathing suit in the rooms bathroom, my belly button ring fell off and rolled under the sink. As I kneeled down to retrieve it, I noticed a crusted old cigarette butt right next to where my belly button ring landed. Immediately, my thoughts were #1). How's the thoroughness of cleanling the rooms arecgetting in between guests stays? #2). If I hadn't found that cigarette butt, and they happened to after we left, who would've gotten charged the "smoking fee?" But I was silent and just picked it up with a tissue and threw it away, and my family and I headed to the pool area. The pool was very small, but the watertemp was fine. However, after 5 minutes of being in the hot tub, my back broke out in a huge itchy rash, so we just left the pool area and back to our room. Again, my first thought being- What's the CLEANLINESS level of the hot tub for me to break out in a rash like that? Excited for our next 2 days at Six Flags, I stayed silent, shrugged it off, and we all went to sleep. Our first morning there, we go to the breakfast lobby and are disappointed as it was not as glamorous as reviews appeared. Most "glamorous" offer was their waffle maker (if they happened to make batter at the right consistency). After getting a plate for my son, I start to get nauseous due to the EXCESSIVE heat they have their lobby during breakfast hours. 1st morning I thought it was just me, however, realized it wasn't after hearing other guests complain about the same thing. I attempted retrying the 2nd and 3rd morning but same outcome. Due to their lobby being WAY TOO HOT DURING BREAKFAST, I was unable to sit down and enjoy breakfast with my family and with the excessive heat in there making me nauseous, I passed on it all 3 mornings. Definitely don't make your guests feel "confortable" by doing that. But, yet again, I remained silent (but hungry) and shrugged it off. 2nd and 3rd day of our stay- Our keys would RANDOMLY stop working for the entrance to the stairwell that went up to our room. Highly inconvenient to have to walk ALL THE WAY AROUND THE BUILDING AND BACK THEOUGH TO THE OTHER SIDE to get back to our room. AGAIN, determined not to let these little "hiccups" ruin our stay, we endured it this slught annoyance. The morning of checkout was WHEN I FINALLY LOST MY PATIENCE THIS STAY. Our son wanted one last swim in their pool before we left, so while I packed up the room, his dad took him down to the pool area. During their last time in that pool area, our 5 year old son was walking around the hot tub area and stepped on decent sized chard of glass and it punctured his foot and was bleeding badly. His dad took the shard out and noticed right around where our son stepped on it there were MORE shards of glass. When he went to go inform the front desk and their response was "We know, we cleaned it up earlier". Indicating, #1) THEY WERE AWARE of the glass in the vicinity and CHOSE NOT TO follow proper procedures for guests SAFETY. #2) COMPLETELY DISREGUARDED SAFETY PROTOCOL REGULATIONS of closing pool area and draining/cleaning pool and hot tub and pumps, which is REQUIRED in that industry TO PREVENT SUCH INCIDENTS FROM OCCURING! #3) By not following these guidelines, they put ALL their guests...

Every December for almost 20 years my family has stayed at this hotel for a weekend shopping trip. We choose this hotel for its hot tub because it’s the only one nearby. When we got there to check in our group was standing at the front desk waiting and talking about enjoying the hot tub. We asked the lady at the front desk what time the hot tub closes and she responded, “Oh it’s broke.” Understandable but frustrating considering the fact that she wasn’t going to tell us unless we had asked. When we went to pay for our rooms we went to pay with cash we were informed that an extra $200 deposit is required for cash payments. Our rooms didn’t even cost $200 a night, so we were expected to front that money because we were paying with cash. When we got into our rooms the sheets and bedding were stained, manageable but when we pulled back the covers for one of the beds it was covered in black pet hair. It was all over the sheets and pillowcases. We went to the front desk and explained the situation and we were not offered an apology or any help, they simply handed us a set of clean sheets. Luckily we brought our own blankets so we were able to manage! The next morning before showering there were sticky brown stains in the shower that I was able to scrape off. We rented three rooms, one had pet hair on the bed and the other was stuffy and smoky as if someone had been smoking in the room. Saturday morning of our stay the manager called and tried to correct the issue, he offered for us to change rooms however we didn’t trust that the new rooms would be any better than the original ones. He told us on the phone to give him time to correct the issue. We complained about the lady at the front desk who had failed to apologize or help us with our dirty rooms and hairy sheets and the managers response was that “She is new and not very good at guest relations.” That sounds like an excuse. As a the front for a hotel and the most important thing being hospitality it is your job to make the customer feel comfortable and make sure they enjoy their stay. The front desk workers could not have cared less about our experience. When checking out no one asked about our stay or how our nights at the hotel had been. Sunday morning as we are checking out of our 3 rooms that we stayed in for 2 nights we were told that we were being charged full price. We asked for the manager’s phone number since he wasn’t available at the time. On our drive home from the hotel the manager called and offered a $25 refund for our almost $1,000 bill. After talking for a bit we were offered a $100 rebate. Every single room had something wrong with it and while we are trying to be understanding that the hotel is busy and there for guests to stay in, we simply ask for a clean bed to sleep in and we couldn’t even lay in bed without wondering if our sheets were clean or if the last guests hair was on our pillowcase. The hotel is a non-smoking facility (as stated by the manager) and if they had simply gone into the hotel room to CLEAN it they would have SMELLED the smoke. We appreciate the manager being understanding however as 20 year loyal customers we are very disappointed in the hospitality and cleanliness of this hotel and we will not...