We were just at The Abbey a couple of weeks ago for a 2-night stay visiting family in the area. Super excited when we drove up - the view was amazing! Then we parked and started walking into the hotel and the front-door staff couldn't have been less interested. They didn't even open the door for us. (We had 8 adults & 4 children under 10.)

We requested 4 rooms (2 with 2 beds and 2 with 1 king) and that they be close to each other. Well, the reservation wasn't correct. They reserved 3 1-bed rooms and 1 double. We were told that if we changed it now, then the rooms wouldn't be together. We left it as it was and had to adjust sleeping arrangements. Also, I was told that the rooms would be courtyard view. 3 of the rooms were, however, our room was facing a roof (seriously). I could walk out and touch the roof. (I was glad that I wasn't actually vacationing there, as it would have really pissed me off waking up to that every morning.)

My husband noticed that the hallways, along with the doors weren't clean. Not really dirty, but just not maintained as I woud think a 'resort' should be.

We got in late, went to bed. The room was kind of chilly the first night, but we thought it was just that the HVAC didn't have time to warm up prior to going to bed. But then we found out the 2nd night that we actually didn't have heat. They sent up a maintenance man who said the unit was broken and that they would have to move us. It was late, we were all ready for bed, so we said no. They brought us blankets to keep us warm. They did comp us 1 night.

Also, the remote didn't work the first night - we had the front desk change it out the next day and it was fine. One thing that was SUPER annoying was the blower in the bathroom. It was on constantly, whenever the light switch was turned on, and it was REALLY loud. We told the front desk about it - they 'made a note.'

Our children and their families stayed at the hotel to dine in the first night. They were a party of 8. The restaurant staff apparently had a problem figuring out how to seat a party of 8 and it took a very long time to get them seated. And it took my daughter having to step in to help the staff figure it out. Crazy!

We did all have breakfast at the hotel the last day. We were a party of 12 and arrived right at 7am. We were seated, ordered and then our food came out, but only 3 plates at a time. CRAZY! Before the last of us got our food most of the others were already done. They had plenty of staff to help bring out the food so that we could all eat together, not really sure why they couldn't get that. Dissappointing.

On a positive note: The food was excellent! The beds were very comfortable & the cleaning staff did a great job every day putting the room back to order

I probably won't stay here again. We stayed in the off-season and the pricing was lower. If I had come during the height of the season and paid the increased prices, it would have been a problem.

I still can't believe how horribly this property is kept. The entire weekend of our visit we walked past the same huge pile of dirt and lint surrounding the garbage can in the communal area. Do the owners not believe in vacuums? The carpets in our room and the spa locker room were disgusting tool. I kept my shoes and socks on with my robe rather than use the provided flip flops. There were dead insects in the bench seating area by the jacuzzi both days I visited the spa. It was appalling. The first room we were assigned was literally a painted concrete ceiling complete with cobwebs and spiders. We asked to change rooms. The front desk told us "they are all like that" but switched us anyway. The second room's ceiling was finished but the bath/shower combo was riddled with mold. The baseboards were caked with dust. It was on the second floor so we climbed the stairs with our luggage only to learn the door was broken. So we had to climb down and ascend the other stairs in order to enter the building. The on site restaurants were similarly kept in disarray with crumbs and dirt everywhere. We went to both the casual and "upscale" ones. We visited in Oct. so it was "off season" but the places were jam packed with limited parking. We saw a few conventions and a wedding on property during our stay. So they are doing business. I am embarrassed for them. The computers were down when we were checking out and it was just the moldy cherry on the rotten sundae. I still can't believe how poorly the property is kept. It is just gross. Also to any staff that intends to respond to my review, please don't bother. I am writing this so other potential guests will know about our experience and either know what they are getting ahead of time or look elsewhere or skip Lake Geneva all together. The only bright customer service spot of our trip was a little restaurant not affiliated with The Abbey called Gordy's Boathouse. It was clean, well cared for and they took great care of us. They should open a hotel!