Hilton Lake Las Vegas Resort & Spa — Hotel in Henderson

I really wanted to like this hotel because from the pictures it is beautiful, the lobby is beautiful and I felt safe in the area, but that is all. From check in I had a negative experience. On Expedia, it says that the deposit is only $100. BEWARE; because it’s not actually JUST $100, it’s $100 PER NIGHT. The clerk asked to see what it said on Expedia, but did nothing to help me other than “I can’t do anything, it’s a third party app.” I asked to speak to a manager because I was not expecting my card to be held up of $300 for my entire stay. The clerk told me that it would be about 5 minutes because the manager was in the meeting. No problem, I sat and waited for less than a minute, at no point did the manager even come out and she said “My manager said we can waive it this one time”, and after that I got nothing but attitude. Furthermore, my card was charged for the room for my stay, in the amount of $426, and was NO LONGER PENDING on my bank account. I used a credit card for the deposit and a debit card for my stay.

I ended up leaving a day early from my vacation because I was so disappointed. I had requested a lake view room, and I did not get a lake view, I got a view of trees. The toilet ran my ENTIRE stay, A/C did not work, no body wash in the container. It was not a pleasant experience.

When I checked out early, the clerk had to go in the office to speak to the manager for some reason? Then I had to explain to her again why my deposit was only $100. She then went into the office and I overheard the manager speaking saying “just tell her..”, which I believe should be spoken to in front of me instead of in the office. The clerk came back out and said “No worries, you’re good to go, the problem will fix when you fully check out.” I asked her what problem she was talking about because I thought I had already resolved the problem the day prior. She responded with “the problem with the deposit”. Not sure what she meant by that, but I left.

I reached out to customer service explaining that I am completely disappointed with my stay and I was requesting a refund due to the reasons mentioned above. I received NOTHING back from customer service, no phone call, email or anything but woke up to the entire stay refunded back into my card. I called the front desk of the hotel and asked if that was done in error or if the money was ACTUALLY refunded. She said there was no error, the amount was refunded due to non working AC.

I woke up this morning to $426 charged on my card yesterday (which makes no sense because I left the 6th and yesterday was the 9th), I called and asked why. They had NO idea what I was talking about, said there was no notes of a refund and AGAIN talked to me ask if I didn’t know what I was talking about of the deposit only being $100. She said “this doesn’t make any sense because it is $100 per night”, so I had to explain myself once AGAIN why I only paid $100 for the deposit. I said I wasn’t talking about the deposit, but said I had called yesterday and they said it was a refund of $426. She spoke to the manager while I was on hold and said the manager only authorized $140 for one night. I told her that is NOT what I was told yesterday, she asked me “who I spoke to yesterday , just so I can verify that the conversation was a refund.” And basically called me a liar that the conversation never happened.

I am SO APPALLED by the customer service at this hotel. I have stayed at SO MANY hotels and it is by far the worst. It needs cleaning, BAD. Stains EVERYWHERE in the hallway, doors looking like they were beat down. But the fact that I was given the refund and then charged back on my card ??? Now my bank account has negative balance. Due to them going back on their word of the refund, I will be contacting my bank. I have NEVER been dealt with such rudeness in my life. I really had high hopes for this place since it looks beautiful in the pictures, but it’s so closed off from everything. It is a ghost town, I know why now. I’ll never recommend this...

Very antique hotel, but wish they were just been antique, not an old. We stayed in the room #1351 for 2 nights, where we were impressed about the scenic view (pool and lake) and antique furniture that we are very appreciated. However, soon realized that it is just been old.

The first issue was with the refrigerator, which was not functioning properly. I realized this only after about 3–3.5 hours, by which time the foods I had stored inside had already gone bad and developed an unpleasant smell, making them inedible. When I contacted the concierge to have the refrigerator repaired and maintenance came, instead of receiving an apology, I was told that the issue was because we had supposedly set the fridge to maximum temperature—something we had not done. We were too tired and needed to eat, so we did not argue further, but this response was very disappointing.

The second issue was with the bathtub drain. The water did not drain properly, and on one occasion I nearly slipped. After every shower, the tub would fill up to about one-third with water. Even after finishing my shower, soap and body wash would remain on my feet and ankles, which was far from a refreshing experience.

The third issue was with the concierge service itself. When I reported the refrigerator issue, my family members were showering. When I reported the bathtub issue, we were getting ready to leave for a dinner reservation. In both cases, I specifically asked that maintenance staff be sent about an hour later, as it was not a good time. However, the concierge refused and instead told me to call back exactly when I was ready. For the refrigerator, I was able to follow up since we stayed in the hotel, but for the bathtub, I was too busy to call again. I am not sure exactly what level of accommodation should be expected, but I believe that issues like broken appliances or plumbing are not the guest’s responsibility, and the hotel should be able to coordinate a one-hour delay without requiring me to call back again. Perhaps this is your policy, but the experience left a very negative impression.

Fourth, overall maintenance throughout the hotel seemed poor. For example, a blinking light fixture in the lobby was left unattended, and in my room (I specify my room number here for reference), the carpet near the door was so worn out that threads stuck out like cobwebs. The base molding was chipped and peeling in several places. After staying for two days, the hotel felt less like “antique charm” and more simply “old and neglected.”

Fifth, the pool experience was also frustrating. The posted operation hours were 10 AM to 6 PM, and I had planned my schedule accordingly. However, upon arriving, I was told by maintenance staff that the pool would not open until 11 AM due to repairs. I rearranged my plans and waited, but no one showed up at 11. Around 11:05–11:07, couple of lifeguards came in and started setting things up, and the pool finally opened at about 11:15. Along with my family, two other families were also waiting and equally unhappy. If the delay was due to maintenance, guests should have been clearly informed of the new exact opening time (just like exact time to send maintenance asked by concierge lol). Asking customers to simply “understand” without proper communication is not the level of service I expected from this hotel, and I cannot say I was grateful for the experience.

By the way, the location of the hotel and the surrounding area were excellent, with many conveniences nearby. In particular, the car valet staff member (only person I am appreciated) was very kind and professional, which I greatly appreciated.

P.S. I also noticed several rabbits roaming freely in the back garden. Considering the ongoing concerns with horned rabbits and other related issues these days, it might be wise for the hotel to have some sort of plan in place to manage or control this if necessary.

Hope you guys become...

We've stayed here maybe 6 times. It's pretty, very Tuscan looking & has some nice views. The hotel has higher end features, decor & marble flooring. If I'm remembering correctly, this was originally built as a Ritz-Carlton. But it is lacking in other ways. We like Henderson, & Lake Las Vegas, & we like that there's no casino or stinky cigarette smoke at this hotel and that's why we stay here. So let's get into the draw backs. Unless using valet, which I'm not even sure is actively available at the moment, I could be wrong.... The main way you enter the hotel is through the garage. The garage elevator is scary, mechanically questionable. It hesitates and it's bouncy & seems to always be in need of cleaning. We sometimes take the staircase, I refuse to hold on to the handrails. They look extremely dirty & there's often a lot of garbage around the area. I realize this is not just the parking structure for this hotel, but it's what connects them through a walkway/breezeway, and it would be nice if they coordinated with property management to make sure things were clean and running efficiently. The entrance to the hotel from the garage is down a breezeway and next to the stairs that lead to their garden, as well as the main shopping, dining and lake. The moment, you open those doors you're hit in the face with a foul sewage smell. It follows you all the way to the lobby and front desk check-in. Our room was at the other side of the hotel & up a couple floors & while the stink wasn't as strong at the other wing, those hallways and the elevator shaft still had a noticeable sewage smell. I was hoping it would dissipate by the time we closed the doors to our room, but there was a residual smell of a sewage in the rooms as well. The rooms look nice with the marble bathroom. The bed was comfortable enough, but there were only three pillows for the king size bed which was for two people. The pillows flattened out pretty easily. There were no other pillows or blankets in the closet. That is very unusual for any hotel/motel, but this is supposed to be a nicer hotel and I was a little surprised at the lack of creature comforts as far as bedding goes. Another thing that seemed strange on all our visits is the lack of staff. Usually the only people that we ever see is the one or two people at the front desk when we come in. I've never seen any cleaning staff, not to say that they're not there. I think where the disconnect for me is, this looks to be a luxurious hotel with fine trimmings, But honestly the quality of service and amenities, is far less than what we've received at the standard cookie cutter Hilton chain of resorts that you can find at most highway off ramps. The Friday we came was probably the busiest we've ever seen it, but that isn't saying much. There were many families with younger kids in the hallways and in the lobby as we entered. Although, I don't know if the people we saw were staying at the hotel. There were some Halloween events going on in the lake shops area and I think people we're using the bathrooms that were off of the breezeway in the hotel to prepare for the evening. The hotel had the bar in the lobby open for the first time we've ever seen it open during a visit. There were a lot of people in there partaking in the bar, and sitting in the lounge/ lobby. Still, even with a bartender and guests, there didn't seem like there was any more staff. I love this location and there is so much potential to be a great hotel. It could be very elegant, but it surprisingly lacks in creature comforts and hospitality. Honestly, if they don't figure out that sewage smell they're going to lose a lot of business...