Holiday Inn Chicago Nw Crystal Lake Convention Center

Recent Reviews: 488

• User:James S

  Trip type: Family

  Visiting family

  21 May 2026

  Hotel staff is friendly, room is clean and fresh, lobby and common areas are clean, and the pool is also very clean.

• User:Karen G

  Trip type: Business

  Great hotel!

  03 May 2026

  Great place to stay. The website states free breakfast which is not the case. Wonderful breakfast buffet, $16.95 per person. Well worth it, I was just expecting complementary. Will be staying here next time I’m in town.

• User:Cate H

  Trip type: Family

  When the Crystal Lake IHG Hotel comes up as an option for Crystal Lake look elsewhere

  02 May 2026

  Bathroom wall splattered with muddy water or food? Not sure. Coffee maker broken. Bed was great. Lots of screaming children noise coming from room below….I was on 4th floor. Screaming began before 8:00 am on a Saturday and continued off and on for 2 hours. News flash to management: people don’t buy dove body wash because they love it…. They purchase this soap because it’s inexpensive and generally on sale at Walmart. Try calling Cisco for a line on soaps for commercial enterprises. Carpets are gross and this is not something you can explain away with an AI generated response signed off on by “Hotel Staff”. I have stayed at this location hundreds of times over the last 30 years. Our family held our mother’s funeral luncheon here. Even during the hotel refurbishment a few years ago the hotel was operating better than it is today. I had a business meeting to attend Saturday and I’ve gotten in very late so needed assistance with a cart being brought up to the room for my luggage. I called the front desk and I was met with a snotty, rude young individual who informed me that while they could call maintenance to request assistance, the carts were in the lobby just waiting for me if I needed one. This hotel claims itself to be a full service hotel it is not. Secondly, in the past 30 years when I have stayed at this hotel, I have never been told to get my own cart. I would if I had the time, but in this instance, I didn’t have the time to play Holiday Inn bellhop. I think the real issue is that in the last couple years they have hired a couple of people to run this hotel that don’t appear to have the best interest of the patrons of this hotel at heart. No hats off to Mohammed and no heads off to Nastasia…… apologies if I didn’t get that name right I’m not using AI. I would recommend to all hotel chains that somebody buy this hotel out from underneath the international hotel group and turn it into a full service hotel. I think it would be very happy with the results as long as it’s under new management. Natasza Alderdice, Guest Services / Front Office at Holiday Inn Chicago Nw Crystal Lake Conv Ctr By IHG, responded to this review downtowndivacate,Thank you for taking the time to share such detailed feedback. While I am glad to hear that you found the bed comfortable, I am very sorry that several aspects of your stay did not meet expectations.Please accept my sincere apologies regarding the condition of your bathroom, the carpet concerns, and the in-room coffee maker. This is not reflective of the standards we aim to uphold, and your comments have been shared with our housekeeping and maintenance teams for immediate review and follow-up. I am also sorry for the noise disturbance you experienced; we understand how disruptive that can be, especially early in the morning, and we will reinforce our quiet hours policies with guests.In regard to the bath amenities, Holiday Inn brand standards require the use of Dove products across our hotels in the Americas. These are selected to ensure consistency and quality for our guests, though I understand preferences can vary and appreciate your perspective.I also want to address your experience with requesting assistance for your luggage. While we are a full-service hotel in many aspects, Holiday Inn properties in the Americas do not operate with bellhop services. Additionally, for the safety and security of our guests and staff, our front desk team is required to remain at the desk overnight and cannot leave the area unattended. That said, I sincerely apologize for how this was communicated to you, as it should always be done in a courteous and helpful manner. Your comments regarding the interaction you had have been addressed internally, as this does not align with our service standards.We truly value your long history with our hotel, and it is especially disappointing to hear that this visit did not reflect the positive experiences you have had in the past, including during such an important time for your family. Your feedback has been shared with our leadership team so we can take the appropriate steps to improve both our service delivery and overall guest experience.Thank you again for bringing these concerns to our attention. We hope you will consider giving us another opportunity in the future to provide you with the level of service you have come to expect from us.Natasza AlderdiceThe Front Office Manager

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• User:Troy W

  Trip type: Family

  Wonderful Crystal Lake

  02 May 2026

  Great stay, comfy beds and friendly staff! Soci Assist, Other at Holiday Inn Chicago Nw Crystal Lake Conv Ctr By IHG, responded to this review Hi Troy W,We’re glad to hear you enjoyed your stay with us and found our beds comfortable and our staff friendly. Your positive feedback is truly appreciated. We look forward to welcoming you back soon!- The Staff at Holiday Inn Chicago Nw Crystal Lk Conv Ctr

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• User:Michelle R

  Trip type: Family

  Most Horrible Stay Ever

  17 Apr 2026

  Our horrible time there started at check-in when we found out at the desk, by the very rude manager, that our virtual card we booked our room with was not good for the $100 deposit. Nowhere does it say anything about that. That was our only means of cash & he wouldn't budge. We were there to attend an event in downtown Crystal Lake & had to get ready. We spent 1-1/2 hours calling people trying to get $100 to put on a physical card just to get into our cramped room that had none of the amenities it described. We were almost late for our event for how long they made us wait just for the physical card we were never told about, including the confirmation & where it states there will be a $100 deposit.We arrived back & the whole lobby was completely full with pre-teen girls that I assume were there for a sporting event. They were throwing beach balls & running & screaming. They were unsupervised & the staff was doing nothing about it. It took approximately 15 minutes to get on the elevator because both were filled with kids pressing buttons for every floor.We got to our room & wanted to have dinner only to find out our card on file (virtual card) could not be used there or at the bar. Again, nowhere does it state these things anywhere involved with the Holiday Inn. We had to order Doordash who do accept virtual cards so we could eat & had to wait, yet again, for an elevator to go down to the lobby for 2 bottles of water. There were none in our room. The fridge was not plugged in. There was no menu for the restaurant or the hours of it or the bar. When we called the front desk, they weren't even sure.We finally settled in to forget the night & the kids were running in the halls & pounding on the doors. Is this what a Holiday Inn provided for $180 a night? It was horrible & a joke. I'd like compensation of some sort & we still have not gotten our deposit back & our stay was 04/10/26. I'd like something done asap! MOT, at Holiday Inn Chicago Nw Crystal Lake Conv Ctr By IHG, responded to this review Thank you for taking the time to share your feedback. I’m sorry to hear that your experience did not meet your expectations.I would like to clarify a few important points regarding your concerns. The requirement for a physical card to be presented at check-in for the security deposit is a hotel policy that I have implemented as General Manager. This measure is in place specifically to prevent fraud and protect both our guests and the property. As a privately operated business, we reserve the right to implement and enforce policies that support the safety and security of our operations. Virtual cards are not accepted for incidental deposits. While I understand this may have been inconvenient, our team was correctly following established policy.I would also like to address your comment regarding the interaction at check-in. I was the manager assisting you personally, and I can assure you that I remained respectful and professional throughout our interaction while clearly explaining the policy and working to assist you within those guidelines.Regarding payment methods, virtual cards are not accepted at our bar or other on-site outlets, which is why your card could not be used there. While services like DoorDash operate as virtual platforms and therefore accept virtual cards, our hotel is not a virtual business and requires a physical card to be presented for transactions on property.Regarding the lobby activity you experienced, the children present were part of a group staying at the hotel. While we strive to maintain a comfortable environment for all guests, families do choose our hotel as a place where their children can enjoy themselves. That said, we do expect appropriate behavior and address concerns when they are brought to our attention at the time.Thank you

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