Mill Creek Hotel

This is our third stay at Mill Creek. The location is perfect for restaurants, shopping and, of course, lake tours. But the location is secondary to the accommodations which are cozy and extremely comfortable. Everywhere you look, there are lovely details to encourage guests to relax and feel pampered. The delicious breakfasts offer a variety of options and serve until 10:00 am for those of us wanting to sleep in. The suite has a kitchen including a full size refrigerator/freezer to support your favorite beverages and snacks. One last remark - all the staff are welcoming and seem very happy to be working together. We will be back!

We had a wonderful three-night stay at Mill Creek Hotel in a Platinum Suite. The suite was spacious and comfortable, breakfast was great, and the location was perfect for walking to the lake, restaurants, shops, and entertainment. We loved being able to park the car and enjoy Lake Geneva on foot. All of the staff & Milah the owner were friendly and helpful! GREAT BREAKFAST too. Everyone seems to like their job there! That shows! We would definitely stay here again

This review is about the ownership/management of this establishment than an actual stay. We didn't get that far. My husband and I received a gift certificate to this hotel last Christmas. We finally scheduled a one night stay for August 19/20. Unfortunately, the morning we were planning to drive up, we received information that our brother/brother-in-law passed away early that morning. I asked my son-in-law to call the hotel as soon as possible that morning to advise we were unable make it and the front desk (Lauren) advised that we could not receive a refund but could reschedule by the end of this month and possibly even later than that. We were told to call back the next morning to rebook. I did call and spoke with the front desk (Scott) and we booked 9/28-29 for our anniversary. When Scott charged my credit card another $300, I said we were looking to re-use the $300 gift certificate for the room we had to cancel. He said he was unsure if he could apply those funds because we didn't give a two week cancellation notice. Given the circumstances he said he would have to talk to his manager and would call me back. He did call back and said the manager would not let us reuse that $300 for the September timeframe and that she would allow it if we booked by the end of August. We had a funeral to plan so it was not feasible to use by the end of August. Despite our circumstances, it was a hard NO so I cancelled the September overnight that was charged to my credit card with Scott during that phone call. My son-in-law called back and spoke with the manager about our situation. He became very upset as he was met with insults, including the owner/manager expressing doubt that there was a death in our family and said we seemed more concerned with losing $300 than our loved one and stated $300 was a small amount of money to be concerned about losing. I immediately sent an email, appalled at the conversation and the manner in which this owner/manager handled the situation. If asked, I would have provided them a copy of the death certificate once it was ready but they never asked...just told us people use that excuse all the time to avoid losing their money. I called back the next day to ensure my refund for the second stay was done. I was hung up on by a confused staff member (Lauren, who took the original call when we reported the death and xld the 8/19-20 reservation) who seemed to believe I was asking for a refund for the original stay and not the second reservation I made where I was charged again. She told me I needed to talk to the manager and hung up while I was in mid-sentence. I surmised she must have gotten into trouble by telling us we could possibly rebook after the end of the month as she was extremely defensive in her conversation with me. I sent yet another email to the owner/manager in which I wanted confirmation of my refund for the second charge. I have not received any email responses to the two emails I sent, however, we received an emailed form letter regretting we cancelled the second reservation we were charged and refunded that $300. I am still out the original Christmas gift certificate we used for the initial booking which is totally unjust and unsympathetic. I have also read other reviews of the manner in which this owner treats its customers and it is appalling. Instead of empathy, we received insults. This is no way to run a business. As a result, I have already spread the word to my friends, who all frequent Lake Geneva due to the close proximity to Illinois, not to spend a dime at this hotel. I anticipate the owner responding to my review once posted with a defensive, deflecting retort where somehow this poorly handled situation will be our fault and riddled with insults like all of her responses to negative reviews have been written. Again, absolutely appalling.