We were hoping to celebrate the new year with a calm, relaxing spa weekend. However, the amount of mix-ups and lapses in the service were so many during our one-night stay that we decided to write a complaint letter to the hotel – something we have never done before!

Read on if you'd like to hear about our laughable time at the Hilton. Otherwise, please take our advice and avoid paying the 4-star prices for this incredibly underwhelming “luxury” hotel experience. We understand we might have encountered some bad luck and timing, but this many mishaps in such a short period of time is just inexcusable for a hotel of this supposed calibre.

1 - Room mix-up.
It wasn't until an hour after checkin - when we were in our bathing suits, at the spa reception desk – that the receptionist told us we had the wrong room number. Though the fault was not ours, we had to return to our room to confirm and test the key card. We then had to dress in our street clothes to collect our new room key card from the lobby and move our bags across the hall. The nice surprise - we finally got the "deluxe" room we had paid for.

No apologies at the lobby reception. The workers at the spa at least smoothed things over with free entry that day.

2 – Restaurant food obviously store-bought.
We paid 40 euros for a frozen pizza and hamburger to be reheated at the lobby cafe. It took almost an hour to get this stale food, yet there were only four occupied tables and it was lunch hour. The waiter did not pass by our table once while we were waiting.

No attempt to apologize - not even a 'goodbye' or 'have a nice day' when we paid.

3 – Fake king-sized bed.
Even in the nicer “deluxe” room, the bed was stiff and made a rubbery swishing sound when we turned. To call it a kind-sized bed is a bit of a lie – two smaller beds squished together and covered with a large sheet to give the impression of a super-sized mattress. There's no point in constructing such a large bed if you end up sleeping on one side or the other to avoid the joint in the middle.

4 – Party shakes the hotel until 4am.
We were awoken around 1:30am by loud club music that continued until four in the morning! When we called the hotel reception to complain, we discovered the music was coming from a party at our favorite lobby cafe (the receptionist could barely hear me over the phone). The receptionist could not give an explanation as to why guests were not informed about the noise beforehand and certainly did not attempt to rectify the problem during the night!

Yet again, no apologies or recognition of the obvious inconvenience.

5 - The final blow the following morning.
Despite booking our room through the Hilton website, our names did not appear on the list to be admitted to the breakfast buffet. Had to calmly argue a while with the hostess, were even ready to show her our payment receipt when she “kindly” let us in. Whether due to reluctance or lack of staff, none of the waiters passed by to take our drink order. The English breakfast was cold and soggy, not a surprise after our lunch the day before.

No matter how nice and enjoyable the rooms and small spa area were, we certainly did not get the value we paid for or were expecting. This was a truly UN-friendly, UN-relaxing spa weekend we will not soon forget.

The best hotel I stayed during my trip. Spacious rooms with plenty of space that dwarfs my luggage.

Quality Grohe bath/wc fittings with class-leading Peter Thomas Roth toiletries. Personal balcony that overlooks the Geneva Lake.

Fully-stocked minibar fridge that has boobytrapped sensors (warning labels pasted inside) to charge items to room account once removed.

Excellent spread of buffet breakfast that should satisfy the pickiest guest.

To the left of the hotel is where the casino and eateries are.

Free wifi should be provided, since they charge at 400+ euros/month, if that is not too much to ask for.

I had a very pleasant stay at this hotel. I was in Evian for my birthday and I had a great time.

I was upgraded to a room in the Executive Floor with Lake view. I was also offered complementary access to the Buddha Bar Spa and had free internet access. Both, the hotel and the spa facilities were excellent. The breakfast buffet was very good and the cocktail hour at the Executive Lounge was nice.

I also found all the staff to be very attentive and welcoming.

During my stay I used the hotel as a base to visit not only Evian but Montreux and Gruyères in Switzerland. I would definitively stay here again when visiting this beautiful area.

I booked a stay in this hotel for a relaxing break and specifically for use of the spa and pool. I was extremely disappointed with the pool and spa area, definitely not what i would expect from a four star area. The pool area was very small, and crowded. The sauna was tiny and packed, nearly had to queue to get into it. There was also a very small whirlpool which would only really fit two comfortably. Not relaxing or luxurious by any standards. I also booked a treatment in the spa which again was very disappointing. The treatment was overpriced for what i received, was very rushed.I also found the staff quite rude. The relaxation area was also a huge disappointment. If your looking for some quite time its definitely not the place to relax. The door of the room did not shut so it meant you could here everything from outside, people chatting, making tea and general noise. It was also very cold and small. If your looking for a relaxing, peaceful spa break then I would cross this hotel off the list. Overpriced and underwhelming!!