Springhill Suites By Marriott Chicago Waukegan Gurnee

“Amazing Front Desk & Shuttle”

My stay at SpringHill Suites Waukegan was amazing overall. The rooms were spacious, clean, and very comfortable. The breakfast was convenient and well-stocked, the shuttle driver was extremely friendly, and everyone at the front desk was welcoming and helpful. Lisa was absolutely amazing and went a… more

My stay at SpringHill Suites Waukegan was amazing overall. The rooms were spacious, clean, and very comfortable. The breakfast was convenient and well-stocked, the shuttle driver was extremely friendly, and everyone at the front desk was welcoming and helpful. Lisa was absolutely amazing and went above and beyond to make our stay enjoyable. Unfortunately, my experience at the hotel bar was completely different and left a negative impression. The first bartender I encountered, a white male whose name I did not catch, was rude and unwelcoming from the moment I approached the bar. I walked up and politely asked if there was a drink menu. His response was simply, "We don't have one." Another guest sitting at the bar then jumped in and said, "It's a hotel bar." What bothered me most was not only the response but the way I was treated. The look he gave me before answering made me feel extremely uncomfortable and unwelcome. As a Black guest, I left the interaction feeling like I was being treated differently. Hospitality is about making guests feel welcome, and that was not my experience at all. Even if there truly wasn't a drink menu available, a good bartender would have taken the opportunity to help. He could have said something like, "We don't have a menu, but what kinds of drinks do you like?" or "Tell me what flavors you're interested in and I'll make a recommendation." That is how hospitality works. Instead, I felt dismissed and unwelcome from the moment I approached the bar. What makes the situation even more frustrating is that the very next morning at breakfast, I saw a menu displayed for the bar that listed drinks and stated the bar opened at 5 PM. So it was confusing to be told there was no menu when one was clearly available. Because of how uncomfortable I felt, I chose to leave and spend my money at the casino across the street instead. The bar service there was excellent and welcoming. Later during our stay, we encountered another bartender, a Black gentleman, who was friendly, professional, and welcoming. The difference in service was night and day. He provided the kind of hospitality I would expect from a hotel establishment. Everything else about our stay was excellent, and I truly appreciate the kindness shown by Lisa, the front desk staff, and the shuttle driver. However, the experience with the first bartender significantly impacted my impression of the hotel's bar and made me not want to support it for the remainder of my stay. If not for that experience, this would have been a perfect visit.

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“Close to Great Lakes Naval station”

This is a great location if you are attending a Navy graduation ceremony at Great Lakes Naval Station. We had a big room (419) with separate sleeping and sitting area. The bathroom was great with a separate shower and toilet. The only complaint we had was the low water pressure in the shower.

“Springhill Suites was a little disappointing”

I am a dedicated Marriott fan, but I was disappointed by this particular hotel. The room was clean and the staff were all fantastic. The first thing was there is no liquid coffee creamer. I like coffee first thing when I get up, but I do not like powdered creamer and that is what was available b… more

I am a dedicated Marriott fan, but I was disappointed by this particular hotel. The room was clean and the staff were all fantastic. The first thing was there is no liquid coffee creamer. I like coffee first thing when I get up, but I do not like powdered creamer and that is what was available both in the room & the lobby. They did have a pitcher of half & half available during breakfast, but I had to wait for breakfast, get dressed & go to the lobby. Not what I like to do before coffee. Next I was disappointed that there was no full length mirror in the room. I did see patched screw holes on the closet door where there apparently had been a mirror previously. Also the privacy panels on the desk were missing, but the track and clips were still there. A vase had apparently made a hole in the tv stand and it was caulked back in place. The large lamp shade right by the door required some awareness so you didn't run right into it upon entering the room. The other poor layout item was the towel bar that was directly over the toilet paper. When you washed your hands you dripped onto the rolls of toilet paper getting to the towel to dry your hands. Breakfast was good, although they ran out of bagels quickly and never restocked those. One final note that I have noticed in many hotels...they lack a small light over the coffee and microwave area. It is very dark and the only way to see what you are doing is to turn on other room lights....and disturb others that are still sleeping. A small light in this area would be a nice feature.

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