Baymont by Wyndham Gurnee

The room was clean, but it looked nothing like the pictures and felt outdated and misleading. The bed actually slid across the floor when I sat on it. The elevator's capacity is only four people. We booked partly for the pool, but it was out of service. The website said it was only closed for the weekend, while staff told us it had been under construction for months and that the site needed updating every few days. Also, you're not allowed to bring food to your room. I wouldn't spend my time or money staying here.

Check-in and check-out were easy. We were looking forward to staying at Baymont again after visiting another Baymont years ago, but this room looked a bit worn. There was just one bar of soap for the sink and shower, and the shower pressure was low. We asked if we could check out later than 11:00 a.m. and were given until 11:30. That barely helped, and we ended up leaving much earlier because we couldn't finish what we needed and get back in time. We understand rooms need to be turned over, but the hotel wasn't busy and could have accommodated us.

On day 5, I left the room and came back the next day to find my Gen 11 Apple Watch missing from its charger. I turned on Find My Device on my iPhone and saw the watch was no longer in the room. The manager insisted his staff didn't steal and then hung up on me. I went to the desk to show him my phone, which indicated the watch was still in the building, but he wouldn't listen. I called the cops and filed a report. My watch is in lost mode, so whoever took it can't use it now. This was the most traumatizing stay of my life. I was already dealing with a lot, and the staff made things worse. On day 4, the manager called to complain that orange juice and makeup had gotten on the towels I sent down. He said he'd charge the card on file if more towels or sheets came down with makeup stains because they'd need extra cleaning product. I'm a brown skinned woman who wears makeup, so some transfer happens. I hadn't used the towels to wipe makeup off my face. My 1 year old daughter and I had booked a suite for a generous amount of time. I'll never patronize Wyndham again.

I called to ask if the hotel offered a shuttle to the base for my son's graduation. The employee looked up my booking and said I couldn't use the shuttle because I booked through booking.com. When I asked how much it would cost to book through the hotel instead, he said it would be more. I understood that, but wanted to know how much. He talked over me, then yelled, “108 times 4,” and cut me off to shout that the total with taxes and fees would be $397. When I asked to speak to a manager, he said he was the only one there and she wouldn't be in until tomorrow. He refused to give me his name, asking what I needed it for. I leave Wednesday, and now I'm scared about what I'll be walking into. I was only calling to arrange the shuttle, but he was so rude for no reason that I'm thinking of canceling my reservation.