The Mill Creek Hotel, Lake Geneva

We were placed in Suite # 101 and had a wonderful time. After reading an earlier review about Suite 101 I can't believe it is the same place because we had an experience that was the exact opposite as the other reviewer. We slept well, the staff was very friendly and knowledgeable and the entire hotel was clean and well maintained. The best feature of this suite is that it is handicap accessible, so it has a very spacious bathroom and an oversized jacuzzi. The mattress was very comfortable. I usually don't sleep well in hotels, but I slept great both nights we were there. One morning I felt so refreshed I got up at the crack of dawn made a quick cup of coffee and took a long walk along the lakeshore. The best part of Mill Creek is you do not have to get in your car. We did a lot strolling around downtown. We just walked back to the room and soaked in the jacuzzi then just relaxed in the room in the big comfy robes provided by the hotel. We are already planning are next trip to Mill Creek.

We were placed in room 101. It’s next to the front desk & is in the center of all hotel traffic. I asked if we could have another room & Daneen/Tabitha explained that the hotel was booked up for the weekend & even if they our room on Fri night, we would have to go back to 101 on Sat. I was handed our room keys & dismissed by the 2 ladies. We entered our room & I could already hear noise outside our door. We decided that we would put up with changing rooms if it meant 1 night of quiet! However, apparently this offer expires after 3 minutes. When my boyfriend went back he was told the hotel was at capacity & again dismissed by the blonde front-desk duo. So what was the room like, you ask? Fireplace, Jacuzzi tub…it had to be great right? Well, sort of. The tub was spacious but was run-down. The fireplace was nice but we couldn’t adjust the flame so we had to turn on the air conditioning. Trying our best to ignore the noise outside, we enjoyed some wine & called it a night. And so began our encounter with the mattress from hell. This was by far the most uncomfortable mattress I’ve ever slept on. The best way I can explain how awful the mattress was is to compare it to a gigantic slice of dry, lumpy meatloaf filled with tortuous springs. Needless to say, we didn’t sleep. On the 2nd night we took all the blankets we could find & created our version of a mattress pad. Again, sleep eluded us. On the morning of checkout I came across a Guest Book. I was shocked to find note after note about how awful the mattress was. The first comment went back to 5/2010! At this point we were done. My boyfriend went to the front desk to explain the situation, bringing the book with him. This is when our stay went from disappointing to a nightmare. My boyfriend spoke to Juan who was rude, belittling & aggressive. While my boyfriend was explaining how bad the bed was he was flipping through the book to try to show we weren’t just being picky. Juan waved his hand at my boyfriend & shouted, “Yeah, we get it man. The beds are bad. What do you want from us?” Shocked, my boyfriend said that he wanted someone to care & asked what the name & # of the general manger were. Juan proceeded to laugh at him & said “um, it’s the same # as the hotel, man.” Furious, my boyfriend stormed back into our room. At this point I’m LIVID. I grab a note pad that we’d been using to take down some staff names & approached the front counter. I asked who the man was standing behind the counter & he replied “it’s on your notepad” in an utterly rude & arrogant tone. I had 5 or 6 names on the pad & asked how I was supposed to know who he was. Again, he responds “well, it’s on your pad.” I come to the realization that I’m dealing with someone who has zero customer service training & common sense. I point to the book that I had brought out from my room & explain that we’re not the only ones with this problem. Juan grabs the book from my hands & shouts “that’s hotel property!” I try to again explain why I have the book & with each word I speak he cuts me off & says “hotel property.” All of a sudden I’m in some kindergarten shouting match. Enough is enough & I ask Juan, “Why are you speaking to me like a child?” Go ahead, guess how he responded. Go on, guess. Bingo-“Hotel property!” So at this point I’m done with Juan & ask for the general manager that is in an all-day meeting. Enraged, I explain that if Ralph (general manager) isn’t contacted I will go room to room until I find him. Juan disappears & minutes later an older gentleman appears & introduces himself as Ralph. In a matter-of-fact tone he asks me to recount what happened & documents a formal complaint. Honestly, it seemed like he really didn’t know what to do. He jotted down notes, mumbled something about perhaps refunding a night’s stay, but not having to do the authority to do so. I have yet to hear back from Ralph. All I’m left with is a killer backache & the worst hotel experience of my life.

The Mill Creek Hotel was so awesome! Very quiet and relaxing. It's right downtown within walking distance to everything. The room were very clean. No kids running around the hotel and screaming, very nice! Staff was VERY accomodating. Will definitely go back for another getaway! It was totally worth the money! If you're looking for a romantic getaway with no kids, this is the place.

The Mill Creek Hotel was so awesome! Very quiet and relaxing. It's right downtown within walking distance to everything. The room were very clean. No kids running around the hotel and screaming, very nice! Staff was VERY accomodating. Will definitely go back for another getaway! It was totally worth the money! If you're looking for a romantic getaway with no kids, this is the place.

My husband and I have been here several times, however we tried to cancel a reservation ONE day after making it, because we had a sick child...boy oh boy their fangs came out!!!!!! They, Juan and Shane were both rude and NASTY! All they care about is the money in their pocket! We tried to make a date later in the season and of course they wanted to charged us an arm and a leg extra!!!! We have been repeat customers and this is how we were treated, shameful! Then acting like they would squeeze us in when they almost always have a vacancy sign up like they did they evening we stayed. They gave us a "city view" room this time, YUCK up allllll night with the noise of the city at last ending just in time for the mail trucks across the ally to start loading up the mail @ 4am. The hotel is run down, smelly and I now have bed bug bites on my feet and lower legs...GROSS! They have a nice location if you never mess with the staff and wear socks and don't mind overpaying and don't try to drink the coffee in the room, yuck! They are rude and do not care about the clients only the MONEY! They charged our credit card without approval! YUCK

Loved the european amenities. Very large suites with very big jaccuzzis. Service was great and the location can not be beat. I have been going here for 6 years now, and I have never once been dissapointed. Excellent getaway and very romantic. They have thought of everything.

We live in Chicago and the place was fantastic. We stayed in the Platinum Suite and thought the decor was perfect for a hassle-free getaway. Nice views of lake and woods...clean. Managers were helpful and nice.

Had everything we look for in a getaway place: big jacuzzi, fireplace, kitchen, DVD/VCR; movie rental machine near pool had a good selection. Was very clean and private. Being close to downtown is a big plus. We've stayed at the Cove twice before and won't go back: it's a zoo compared to the Mill Creek. Had an excellent dinner at Gilbert's, which is a 2-3 minute walk. I'm surprised at and skeptical of the negative reviews. We'll be back and highly recommend this property.

Found a used nylon in our bed between the sheets. When we told Juan the head of housekeeping/assistant manager about the problem we were told there is no way that could have happened, thus basically calling us liars. The General Manager Shane wasn't much better saying the laudry service must be to blame and that Juan is a great guy, afterall he had hired him.

My boyfriend and I went to this hotel and paid extra to have the "lake view". You could see the lake if you stood outside on the balcony and hung over the edge while looking to your right. We were disapointed to find that it didn't have a lobby only a little desk with someone not very friendly sitting at it. The fireplace was covered by this fogged up shield that took away the feel of the fireplace. The bed was in a very small room that just fit the bed. It was like sleeping in a coffin. Great location to downtown Lake Geneva. Overall, we were extremely disappointed. Next time we will probably just stay at the Best Western right off of the Lake.