I’m sorry to report our stay at Mill Creek was a colossal disappointment. Despite making reservations months before, 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 switched our room on Fri night, we would have to go back to 101 on Sat. I was then 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 to 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 (big enough for 2) but was run-down. The fireplace was a treat but we couldn’t adjust the flame so we had to turn on the air conditioning (& when that didn’t work we opened a window). 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 second night we took all the blankets we could find (along with the comforter) & 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 Guest 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 responded that he wanted someone to care & asked what the name & # of the general manger were. Juan then proceeded to laugh at my boyfriend & 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 the customer service training & common sense of a barbarian. 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 some kind of 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 describes their facility as an upscale boutique hotel. Unless they make some MAJOR changes to the staff & rooms, customers are in for one disappointment after another. I wrote this review so no one else has to have our terrible experience. And for the staff….
Daneen&Tabitha–Start caring about your job. Take a few minutes out of your personal conversations to greet guests. It is unacceptable that we weren’t greeted once during our stay. Shame on you both.
Juan–You have no business having any client/customer contact. Your behavior is beyond inappropriate. Never, ever should you be aggressive with a customer. I suggest formal training (perhaps starting in a Kindergarten classroom).
Ralph– I’m still waiting for your call.
- Official Description (provided by the hotel):
- The ideal location in the heart of downtown Lake Geneva, WI.Nestled near the magnificent lakefront, the many historic parks, and the prestigious Main Street, The Mill Creek Hotel offers overnight visitors to Lake Geneva the best of all possibilities.You may view the vastness of beautiful Geneva Lake. You will enjoy the peaceful Donian Wetland Nature Preserve, and you are within steps of Lake Geneva's prominent Main Street.Mill Creek is the only hotel in Lake Geneva situated in a beautiful wooded nature preserve in the heart of it all and only steps from all shopping, restaurants and beaches. ... more less
- Reservation Options:
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- Also Known As:
- Mill Creek Lake Geneva
- Hotel Mill Creek