The Grandview at Las Vegas — Hotel in Enterprise

My husband and I stayed at The Grandview from June 20th to 23rd, and to say we were disappointed is an understatement. We booked this resort primarily for the advertised five pools and the in-room jet tub. Unfortunately, both were major letdowns, along with the overall cleanliness and management’s complete lack of accountability.

The Pools & Common Areas: The pools and hot tubs were overcrowded with unsupervised children constantly turning the jets on and off. Meanwhile, parents blasted their own music through portable speakers, making it impossible to relax.

The Room: Our room was far from clean. There were crumbs on the carpet, children’s fingerprints smeared across the TV, and some kind of unknown liquid spilled on the bedroom curtains. The floors looked like they hadn’t been properly cleaned in ages. The in-room jet tub was unusable — as soon as I turned it on, black mold spewed out from the jets. Obviously, I didn’t use it after that.

Later that night around 12:30am, I found a bug in the bed. Whether it was a bed bug or a carpet beetle, a bug in your bed is unacceptable. Upon further inspection, we found two more bugs. We immediately called the front desk, only to be put on hold forever, which seems to be standard practice here. Eventually, a security guard arrived with keys to a new room — meaning we had to pack up everything and move rooms at nearly 1am, ruining our first night entirely.

Second Room — Same Story: We thoroughly checked the second room before settling in, only to find visible black mold already growing on the jets of this tub — no need to even turn it on. The shower had black mold, yellow stains, and someone else’s hair in it before we had even touched it. The sheets had old blood stains on them. Light switches were covered in grime, dirt, and dust. I couldn’t walk barefoot in the room because of how dirty it felt.

Management: We spoke to a manager at checkout on the 23rd. He acknowledged the bed bug complaint, saw our photos and videos, and admitted this was “unacceptable” and that “something would be done” and we’d “be compensated.” We were promised a follow-up later that day — no one called.

We had to chase them down repeatedly. When we finally got through on the 24th, another manager confirmed they tested for bed bugs, and while they “couldn’t identify the bugs,” they only test for bed bugs — so unexplained bugs in the bed are apparently acceptable at The Grandview.

We also brought up the mold, the uncleanliness, and the major inconvenience of moving rooms at 1am due to their negligence. The manager told us we might get compensation but only after she emailed the general manager, who is “only reachable by email.” Two days passed — no response. We called again on June 27th, only to be told the general manager wasn’t available and they didn’t know when he would be.

Conflicting stories, poor communication, and no accountability from management whatsoever. It’s now been nearly two weeks and we’ve heard nothing back.

Bottom Line: We gave The Grandview every opportunity to make this right, but they’ve failed us at every turn. Between the bugs, the mold, the filth, the lack of professionalism, and the total disregard from management, this was one of the worst resort stays we’ve ever experienced. SAVE YOUR MONEY. STAY SOMEWHERE ELSE. Do NOT stay at The Grandview...

I'll start off by saying that the hotel rooms and amenities met expectations. The location is not great though for getting to any of the attractions in the city, but we knew this going in.

As others have indicated however, the service here is terrible. If that matters to you, take your business elsewhere. On the morning of checkout, the cleaning staff came and loudly knocked on our door 3 times, beginning at 8AM, loudly saying they were the cleaning staff here to clean the room. Our checkout was at 10AM, so since we were packed up we were trying to sleep in a bit and we're planning to be ready by 10AM, so these knocking and yelling woke us up multiple times and we had to tell them multiple times that our checkout is for 10AM and we will vacate the rooms at that time. Given this is Vegas and late nights are part of the experience, this early morning harassment is not prudent to inflict upon your guests. Secondly, due to this we rushed out of the rooms and forgot something. Luckily our flight was for later in the day, so when we noticed that we had forgotten the item a couple of hours later, we were able to head back to reclaim the item. By then, the rooms had already been serviced (we expected as much), however the item was not brought to the lost and found. The front desk told us items are only brought to lost and found at the end of the day (weird policy, if someone notices they are missing an item before flying out, how are they to reclaim it)? Security brought us back to the room to confirm the item was gone (and therefore in the possession of housekeeping). The front desk assured us they could retrieve the item from house keeping if we were willing to wait about 15 minutes (no problem we told them, and we waited). We ended up waiting over 2 hours in the lobby, with the staff periodically telling us they had not yet located the item but it would just be another 10 minutes or so. After 2 hours we needed to catch our flight, so the staff assured us no problem we would be contacted (asked to leave our contact details) when they retrieve the item at the end of the house keepers shift. Annoying, but no problem we left our info and left. After 5 days of not hearing anything and finding it odd, we emailed the front desk staff (luckily we took the business card of one of the front desk staff as well). They informed us that the item hasn't turned up and we could file a police report, and that it's not their fault we left the item behind. While yes it's not their fault, the expectation for a hotel is to return any lost property that was left in a room. To have them steal it and then say file a police report is abhorrent customer service. We have filed the report but there's not much more we can do unfortunately. Especially considering we were rushed out of the room before our checkout time. Would not recommend you stay at this hotel due to awful service.

Edit: I saw another person name drop in their recent review and I will do the same in the hopes that it helps lead to change and increased accountability and an improved experience for guests. The manager who kept shifting us around and wasting our time for 2 hours, as well as who was unprofessional in their emails and told us it's not their problem the cleaning staff stole our item is:...

My husband and I are owners and I’ve stayed at this property prior to our last stay 08/30 - 09/06 but this last stay was horrific!!! Let’s start with check-in it started out smoothly until I was asked to step over to a desk to receive my parking pass and etc. I’m not sure the gentleman name but he was using profanity at the front desk which I thought was disgusting. Then when we arrived to our room it smelled like someone smoked a cigarette in our room. So I called the front desk and notified them at once, they said there completely booked so they’ll send some to spray my room. I also noticed that the carpet in the living was covered in stains I tried to overlook it but as I’m searching my room for the DND door hanger and discovered it wasn’t one I called to ask if I could get one delivered. I was told by the individual in PNX i had to walk to the front desk and get one. I was shocked she even said that to me I said no transfer me to the front immediately. So I spoke to the supervisor Sonoma I explained I’ve had some issues since checking and I’d like them addressed I included the carpet as well so she apologized for the smoke smell and issues I’ve encountered and sent a new carpet and DND hanger. Now I’m unpacking and in my bedroom the dresser drawers will not close non of the drawers are closing it keeps opening so although I’m feed up I just take a picture so I can address it later. Now maybe 3 or 4 days into my trip I call for 4 large towels, 4 washcloths, a roll of paper towels, 3 rolls of tissue paper, 5 tide detergent, and kitchen garbage bags. I was delivered a big bag of towels thrown in the bag with washcloths, 2 paper towels and no tissue and no tide. I call back and tell them how there is no tissue nor 5 tide detergents they said we’ll send them. About 45 mins go by and security brings the 5 tide detergents no tissue I call back and long story short I didn’t get tissue until the next day after called PBX once again. We had to resort to using Kleenex or paper towels for a whole day. I complained to Sonoma, Supervisor in PBX Jasmine who claimed she sent a email to MOD (Manager on Duty) and the GM and I still haven’t received a call. I told the manager Adrian at Vacation Village when we did our presentation I also told Carlos who told me to tell Adrian she promised she will address it and since I didn’t up grade my timeshare nothing was done. I also told Yanelis via text and I never heard anything back either which I was especially surprised since she was always seemed nice and cared but I guess not. I received a text about my stay and I notified them of my challenges they gave me a number to corporate I called them and left a voicemail and still to this day 09/14 I haven’t received a call. I thought of this company as a family and that they stand by there statement that customer service is their greatest satisfaction but I see it’s not. Please whatever you do don’t buy this timeshare they don’t care for there owners just...