Key Lime Cove in Gurnee IL is Sour

I live very close to this eyesore. Obviously, the management is completely inept and clueless how to run the place. Kids are put in charge and of course, everything gets screwed up. There is a constant stream of crime reports in the newspapers-everything from cars broken into in the parking lot, to rooms being tossed and emptied of valuable. There are even fights breaking out! This place is a magnet for every dreg within a 100 miles! AVOID!

Spent the night there with my kids and their friend on Thursday 3/17/11. I agree, the water park floors were beyond slippery, life guards were extremely young and inept at keeping kids from running. Most disturbing was the following day; I purchased spray on tattoos for the kids and while attempting to apply the first one, the girl sprayed paint directly in to my sons friends eye. While attempting to clean it with rubbing alcohol she ignored my request to use a Q-tip instead of a cotton ball and got alcohol into his eye. There was no water available to rinse with, I held a towel to his eye and requested she get some. She spent a minute or two discussing the situation with the desk clerk while the child was screaming in pain. I finally lost it and yelled that I needed the water NOW and she returned. They took no responsibility for their actions, didn't apologize, called the lifeguards to fill out an incident report and brought a manager down to observe. The manager said absolutely nothing the entire time they were examining the child and when I asked for some visine or eye drops to make sure his eye was clear I was advised to purchase some from the gift shop as Key Lime Cove isn't able to offer any kind of first aid assistance. I was appalled. Accidents happen, but an apology would have gone a long way. They obviously do not train their staff to handle these situations effectively and spend the majority of the time discussing how to avoid taking responsibility rather than ensuring their customers are ok. No follow up call from management. Just another kid injured and a report put in a file drawer. We have visited 4 times before and I'm not thinking we'll be back after that experience. To add insult to injury, I requested my money back for the tattoos that my children did not want after seeing what happened to their friend and was double charged instead. Hoping they clear that up today or I will be contacting management. Grrr.... Bad experience all around.

I took a trip to Key Lime Cove and my family and myself had a great time, I closely supervise my sons I have three to make sure they werent running and wore flip flops when walking around. Warn your children about running and please wear foot gear if walking around water gets slippery. Im sad to hear about incidents that go unresolved, KeyLime makes great money and should do their best to ensure that guests are happy.

We posted our complaint to inform others that unlike other waterparks/hotels, Key Lime Cove does not have qualified individuals working for them. Their flooring is inadequate. There is no need to ignore their small concern for safety. They ignore valid points and seem to carry on doing their teeny-bopper business. As far as "Idiots" that the current employee is reffering to, we are educated individuals and don't care if you think that the high prices are justified. It's a resort.. and the waterpark is the main attraction. You would think they would do everything possible to keep it SAFE.We do care that someone in our family was seriously injured. And "broken elbow" indeed, Into 3 peices. Try using one arm to carry on your daily activities, and realize how important safety is.

I Think That If U Come to this place you pepole should have an open mind if your are going to spend alot of money on a vcation at least try to have fun of course the floors are gonna be slippery its a waterpark you idiots maybe your sister should have had more common sensem and she wouldnt have "broken her elbow", its a fun place and great place to work. if you want to unwind and meet happy people with good attitudes come to key lime cove but if u want to be a sour puss and spend your vacation complaining and being negative please stay at home cause your just bringing down other peoples energy

The life gaurds are to youg and when hit with tragedy they don't respond well. My family and I were there for the weekdend of April 9-11 2010. The whole entier time we complained about children getting sick in the pool where the basketball rims are. Children were couhing and vomiting and complaning about not being able to breath. I told the life gaurd about 2pm about the sickness that was going on with the children in the pool. He stated the children were playing to hard. A couple of hours went by and the problem continued. So the parents took there childern out of the pool and told there childern not to get back in the pool. I complained to the life gaurd several times and only thirty minutes before the park closed, after he saw two children vomit then he closed the pool down. Key Lime Cove does not handle complaints well they push you to side and don't care.

The life gaurds are to youg and when hit with tragedy they don't respond well. My family and I were there for the weekdend of April 9-11 2010. The whole entier time we complained about children getting sick in the pool where the basketball rims are. Children were couhing and vomiting and complaning about not being able to breath. I told the life gaurd about 2pm about the sickness that was going on with the children in the pool. He stated the children were playing to hard. A couple of hours went by and the problem continued. So the parents took there childern out of the pool and told there childern not to get back in the pool. I complained to the life gaurd several times and only thirty minutes before the park closed, after he saw two children vomit then he closed the pool down. Key Lime Cove does not handle complaints well they push you to side and don't care.

I worked here and wanted to express how horrible and overpriced it is. I am not a disgruntled employee by no means. They treat their employees horrible the kitchens are filthy and they have had several issues which bed bugs with they never treat properly.

These comments are almost identical to the ones that I just sent a lawyer in Lake City. I just had a slip and fall, causing a closed head injury 7-30-08.

Thank you for using the Better Business Bureau's Online Complaint System. 

Your complaint has been assigned case # 94187315.  

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Filed on : June 29 2008 

 

Filed by :  

brian grams 

1002 fortress dr  

mchenry IL 60050 

 

Filed against :  

key lime cove 

1700 nations dr  

Gurnee IL 60031 

 

Complaint Description: 

On June 29th I made reservations for 2 adults / 2 kids at the Key Lime hotel and water park. Upon arrival, we checked in, went to our room, dropped off our bags and went to grab lunch at the hotel resturant. We didn't even sit on the beds in the room! Immediatly after lunch we went to the water park, not even 5 minutes later an inncident occured that required my daughter to go to the hospital to get stitches. While in the designated kiddie area, a running child ran into my daughter knocking her down face 1st to the ground. My daughter (age 3) had blood all over her face, her nose was bleeding and swollen, her eye eventually turned black and was swollen and there was a gash near her eye brow. None of the "on duty life gaurds" noticed this, a female guest was the 1st person to help our daughter. As my wife picked my daughter up and began to run with her, thats when the life gaurds noticed her. They took her to a 1st aide room and cleaned up the blood, did a report and gave us directions to the local hospital. We went to the hospital and spent over an hour there. My daughter got 6 stitches and will forever have the scar on her face. We had no reason to continue our stay at the hotel, my daughter could not go to the water park because of the fresh stitches and she just wanted to go home. We got our bags and checked out, not even 3 hours after we checked in (and this is with the time we were away at the hospital). I asked the hotel for a "rain check", not even a re-fund! And they refused. We asked for copies of the inncident reports and they refused. They suggested we get a "family lawyer". We were at this hotel for not even an hour, at the water park for not even 5 minutes. My daughter was injured not because of her own actions but because of actions of another guest. A child guest that should not had been running if the hotel life gaurds were doing their job. If my daughter fell because of her own actions, I would accept responsibility, however she did not get injured because she was being out of control, she was the victum yet shes the one that suffers. I am the one that suffers finacially by paying the $149 plus taxes and fee's for a total of about $180. The hotel suffers nothing and the other childs family suffers nothing. I feel my request for a "rain check" on the hotel room is very reasonable considering the situation. I am not even asking for the money back! Had I slept there, had I been there a full day and got water park use, had the inncodent been my daughters fault, etc. than give me nothing but this was the fault of another guest and fault of lacking security and saftey on behalf of the hotel. After getting home we called the hotel because we noticed a pair of glasses missing, they paged security but the receptionist said security was busy with an inncedent involving an ambulance. I also googled them and found a complaint from another person who's daughter slipped and fell and broke her elbo because the floors were slippery. They need to step up to the plate and take responsibility. 

 

Your Desired Resolution: 

Either a comped nights stay, INCLUDING room and taxes for the vaule I already paid OR a refund of my total room and taxes (minus the lunch that was charged to the room) 

 

This case will be reviewed by a complaint specialist at the Better Business Bureau, and then forwarded to the business for their response. It is our policy to allow the business 30 working days to respond to your complaint. You will be notified when the business has responded. 

 

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