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Elara by Hilton Grand Vacations Complaints and Reviews
No high pressure sales for time shares REALLY
Purchased 3 night stay from Hilton Grand Vacations after several calls from them and many promises.
Wanted to Stay at the Flamingo and was told I could until I had already paid and tried to confirm.
At that point was told only this place (the gem of the program) was only location available.
Booked an ADA room it was terrible and had to insist upon check in that we receive the ADA room.
The room had a micro sink and kitchen was like a child’s play kitchen. Sink would not drain and window shade would not raise.
Was scheduled three different times ( at there convenience not mine by email) for there NO PRESSURE sales presentation (was advised upon not buying their package that I was going to lose money and should buy unless it was taking food off my table. I think they were thinking if I didn’t buy it would take food their table.
Was offered four different deals and was there three hours. At the best, these people are bad car salespersons and need to go back to selling vacuums.
Parking and check in at the location is terrible the hotel shares parking with a mall.
If you drive park in valet it’s worth the extra 12 Dollars a day. My recommendation run don’t walk away from this HGV timeshare thing and stay at a cheaper hotel closer to the strip.
I am a Hilton Honors Member and was treated poorly. NOT HAPPY.
This is a very nice hotel. It is part of our Time Share with Hilton. It is 56 or 58 stories tall and near the famous Las Vegas Strip. The hotel is attached to a shopping mall so while it does not have a casino, you can shop and then go to Planet Hollywood to gamble if you desire.
There is a gift shop in the lobby but they are not part of the hotel so you cannot do a room charge there.
Our room was on the 38th floor and we had a view of the pool. If you want a view of the strip, ask for a north facing room. – As advertised there is an 8′ TV screen available in the room. The screen, however, is not usable with the DVD player and there is no access to Netflix etc. Just standard Network and cable. No HBO etc.
We had a deluxe one bedroom so it was quite spacious. The kitchen was well equipped but surprisingly, there was no food/garbage disposal in the sink, you’ll need to put your leftover cereal and food in the trash can – Not something I would expect in a 21st-century luxury hotel.
Now – here is the 2 star part:
On our second night at the hotel, they had a water pipe break on, I believe the third floor. — Nightmare! All 12 guest elevators were out of commission. The only way up and down was to use one of the 6 – SIX service elevators. So, in addition to all the guests in all 1200 rooms of the hotel, we were also sharing with Housekeeping, Room Service, Engineering etc. As you can imagine, the wait for transportation was 15 – 20 minutes, and you are in the service area with no seating, no accommodation for the disabled and you are dodging the poor Hilton employees trying to do their job.
I can understand that this was also a nightmare for all the Hilton employees, Time Share Sales People and maybe even upper management but they had almost zero consideration for the Paying Guests. NO compensation, NO accommodation, just a note – after a full day, that they appreciated our understanding and patience.
I’ve never seen such indifference to customers and guests as I saw during those 2 days that I remained at the hotel. AND, the amazing thing was that as we were checking out, the hotel was checking people in! (One engineer told me that since the elevator motors were inoperable it would be more than a week before any of this would be repaired and operational.)
A sad experience. one I hope to never repeat.
Prepare to be disappointed
First off, this property set my expectations high because I bought a timeshare here through HGVC. As a timeshare “owner”, you are promised many things to include personal service. That is not the case, unfortunately.
For this trip, it began with long lines to wait in upon check in. There was no sign for which line that “owners” should wait in. I found out later that I could have waited in the Diamond Club member line which was a shorter and faster service line.
After I finally made it up to the front desk, I was told my room wasn’t ready yet. I was a few minutes early so not a big deal. I was then told I had to wait for a text and then I could come back for my room keys. Within five minutes I got the text.
Unfortunately, I had to wait in line again and so I didn’t get checked into my room until later than my allowable check in time of 4pm. When I got to my room which was a double room connected suite, one sink did not work. When I turned on the sink, it sprayed me because the water wasn’t coming out of the faucet, instead, it came out of the hose next to the faucet that was pointed out at me. Additionally, the hot tub in the main room was the same way. When I turned the water on for the hot tub, it sprayed the bed.
To top all of this off, I had four friends with me on this trip. The room reservation is supposed to accommodate 4-6 people. I requested extra water for the room daily and was told I could only request two bottles per room a day, which equates to less than one bottle per person daily in my case.
All in all, I thought this was a nice resort until my latest experience.
I’m very disappointed and will rethink staying here again anytime soon.
lots of issues this vist
We came here with 2 other couples utilizing our timeshare points for a wedding. we used the valet the first night because we had a ton of luggage. the front desk was very fast and friendly this time and we bypassed the timeshare desks that always try to upsell the timeshare memberships.
I kept getting a multitude of timeshare calls, so many I wound up blocking the numbers when we had little personal time.
The elevator access to the rooms is restricted with security which is always reassuring (you need a valid key to be able to go up).
Our friends oooh’d and ahh’d the 3 bedroom top floor suite we had gotten.
The first thing my husband and I noticed was a horrendous smell which I tracked to the laundry closet. There was literally a small mountain of dirty bedding sitting in there and as soon as I opened the laundry closet the odour just blew up.
We called housekeeping who cleaned it out needing 2 garbage bags to take the dirty laundry and the lady had to use so much air freshener to mask the stink I started to get a headache.
We took lemons we had brought with us for making our own drinks and sliced and left them out and ran the combo washer/dryer twice while cranking up the air fan.
Eventually, the odour dissipated the 2nd day. I’m not a big fan of those space saver washer dryer units that dry in the same drum as the washer, it takes about 4 hours for clothes to dry and beware mixing loads, everything will come out dark. the second day, we tried out the pool in the morning.
I was very annoyed because the pool attendant said we were not allowed to bring food to the pool so we sat in the lobby eating our snacks yet I saw others eating things they had taken out of their bags when we returned to the pool.
The pool is beautiful but be extremely conscious of the edges. the pool ends have divots cut in and when walking and looming ahead my right foot slipped into the pool smashing my knee, pelvis and hip when I fell onto the concrete.
While i laid on one of the daybeds trying to determine how many injuries I had and waiting for the pain to subside, one of the management staff came around saying they were sending a police officer and asking if I needed an ambulance which I did not want. I wanted to wait and assess what was going on. The officer provided some ice packs and took a statement. I declined an ambulance again because I felt there wouldn’t be anything that ER could do for me since I am a nurse and aware of the type of injury I had gotten (bone bruising, strained muscle, deep tissue and ligament). The officer provided the security director’s card for me to contact if things got worse later on.
The biggest issue I had with this incident was while I’m laying there trying to get the muscle spasms and pain to diminish another pool attendant comes by asking how I was and then says at 10:00 the pool daybeds would be $100 charge.
We were able to leave by that time and I wanted to test out how bad it would be for limping around. I was able to get around and did not want to spend my vacation being confined to a room so took copious amounts of ibuprofen.
It’s been 5 days now and now my back is hurting from the way I have to continue to limp.
I have to give 1 star for the staff that did do their jobs well, but I’m considering never coming back to this site which is a shame since this was my favourite site for years.
Another Time Share Nightmare
The room was clean but tacky, the hallways were very generic and not much better than a budget hotel.
The required Vacation Club talk was like being held captive for 2 + hours.
It was very high pressure and you are pressured repeatedly to take out a mortgage with them, immediately sign up for an Amex card. We said we wanted to think about it and check out the viability with our finances, so after 2 plus hours, we were bum rushed out of there without so much as a thank you for your time, since we didn’t purchase immediately.
Also, they play loosely with promotional promises.
They stated that the amount you paid for your stay will be “ immediately deposited back in your account” – not so, it is deposited 7 business days later and the next Hilton stay free is only a reimbursement voucher after you have paid for your stay.
Let the buyer beware, way too many red flags.
We were really turned off.
We will stick to AirBnB and Home Away.