Crystal Lake City Hall Tours and Activities

Better access to the pool

We booked a two bed through Expedia for a lacrosse weekend and were extremely disappointed upon arrival.After checking in late, we discovered our room only had one bed.The hotel had oversold their two-bed rooms and, with no other options available at that hour, we had no choice but to stay.They offered a rollaway bed, which arrived over 45 minutes later. It was essentially bare springs with a thin sheet thrown over it,completely unusable.Our room was located right next to the ice machine and overlooked the lobby balcony, with virtually no sound barrier which made it nearly impossible to sleep.On top of that, the TV didn't work, and we learned this was a common issue across multiple rooms.While the staff was friendly and genuinely apologetic, that didn't make up for the fact that we did not receive what we paid for.The property itself felt very run down, which contrasted sharply with the mostly positive reviews I had read beforehand.It raises questions about whether some of those reviews are authentic.The front desk initially said they would refund part of our stay, but later explained they couldn't process it because we booked through Expedia.It’s unfortunate that during a busy tournament weekend, the hotel prioritized maximizing profits over delivering on basic expectations and guest satisfaction. They also failed to notify us in advance about the room type change to be able to find alt accommodations.We felt taken advantage of as out-of-town guests. I would not recommend.

Good stay. Clean room. Helpful staff.