Hilton Grand Vacations Club Elara Center Strip Las Vegas — Hotel in Paradise

We stayed at Hilton Elara this past week. From Oct 10-14 for our class reunion. My expectations were really high because this was one of the great hotel chains. Unfortunately, our recent stay was very poor , starting from check-in to check-out. We booked a 3-BR suite. The room was spacious, with a great view . But thats about it. All the rest about our stay here were not pleasant. We pre-checked in as early as 11am. Front desk was well aware that we were in the hotel premises. We were given 1 BR at 4pm , initially. And then , we waited for over 2 hours , until 630pm to get the other part of the suite. We were told that the 2BR suite was still “vacant dirty” , and no one from housekeeping was even cleaning the room while we were in the adjoining room. We decided to call front desk and spoke to Supervisor to prioritize our room so we can freshen up and changed. More importantly, because we had a dinner reservation at 6pm , which obviously, we ended up not making it on time. During our stay, the microwave malfunctioned because we used it with 2 other small appliances in the kitchen. We ended up calling front desk.(again) Thats when we found out that the breaker tripped and cant handle 3 kitchen appliances running at the same time. The microwave was just the kind that you put in the counter but was being used as Overthe stove top Microwave with No exhaust. The Hamilton coffee maker was terrible and not working properly and wasted out coffee grounds that we were brewing. Dishwasher was another one. We ran it before we left the room and when we came back after 8 hours, it stopped working and dishes were still dirty. Washer/Dryer was another one . My wife load our dirty clothes in the morning . When we came back to the room in the evening, it was still running. And then after its done, clothes were not even dry. The Fridge ice maker was not dispensing Ice. Ice machine was not available on our floor. We had to go 1 floor down just to get ice With all these issues, this only means that they dont check this appliances if they’re working properly for the guests. Considering this is “Hilton Grand Vacations Resort Hotel”.. and a little pricey. We were expecting that the amount we paid will be compensated with great services. One more thing was when we called Front desk for Trolley. We waited for so long and then we found out when my wife asked Bell services to follow up. that it wasnt even relayed to the Bell Services that we needed one. On a positive note, Bell Services were great taking care of our luggages during check-in. Valet Services was great as well. Although on our last night, they ran out of valet space , so we ended up parking our car in Self Parking lot. Moreso, Some of our Keycards got deactivated during our stay. One of our roommates decided to go up and when she got to the room she cant get in so, she had to call one of us downstairs so we can let her in. I went up , not even sure that my keycard will work. One last thing was during check out, our friend reminded Front Desk that the rest of us were not checking out till 1pm as promised by Supervisor - Travis (bec of our late checked in) But then, someone knocked on our told us that we had to leave the room. So we called Front desk (again) and we were told that we need to moved fr the 2BR to the 1 BR , with all out stuff because only the 1 BR was noted for late check out. Eventhough the 3-BR suite was one reservation only. Why not all the rooms are included in Late check out???! With all these inconveniences and unpleasant experiences, Hilton thinks that a 60$ room credit and late check out time would be enough to compensate all these.

Overall, i can say that this is one of the WORSt hotel stay we’ve experienced. I hope that this honest review will help Hilton Management improve their services and make their Guests’ hotel stay...

Nice location near the strip and major casinos. There’s a lot of construction and renovation happening now so it wasn’t pretty. You can hear loud construction noises even at 3-4am. I believe it’s happening everywhere on the strip in preparation for f1 next month. The room had a broken washing machine that needed a technician to come troubleshoot. The bathroom tv also did not turn on. The main TVs also do not have youtube/netflix so you either have to watch cable or rent DVDs from the basement (hilariously outdated). It also took about 20minutes for them to bring our bags up. We should’ve just brought the bags up ourselves.

Probably one of the most annoying things though are the hidden fees. You book the room then you get to the hotel only to find that there are mandatory “resort fees”. The amount of the fee is irrelevant. It’s that it was hidden and that feels deceptive.

Most of the people I talked to were curt and inconsiderate even when asked basic questions that i think anyone would ask. (appliance questions, hotel process questions, etc) Im not even asking for anything. Just asking basic questions lol. The receptionist at the front desk, the valet, the elevator guard, calling front desk from room, etc were all like this. There were a few people who were professional and courteous when calling from the room to front desk. I’m just guessing they were stressed from interacting with so many guests every day.

The room itself felt nice. Large windows with large electric shades that open/close with a button on the wall. Large fridge, kitchen area with water boiler and various tools. The washer can’t actually dry since it’s a steam dryer so you need to go to the 4th floor to dry. When i called to inquire, the receptionist wrongly said it was a steam washer as well. Later, the technician said only the dry part is steam. We also did not receive room service even though i turned on the button on the wall for service. I had to call for fresh towels and they dropped off a bag of towels in a trash bag lol. A few things I really liked about the room were great sound insulation (to other rooms) and cold showers. Most showers don’t get that cold. The couch also has a fold out bed.

Starbucks downstairs next to lobby. Pool closes too early imo. Earlier than far smaller hotels. I like to use the pool later in the night and couldn’t here. The fitness center has dumbbells and a few machines. Very little natural light. Feels claustrophobic in there.

My key card stopped working after the first use. I went to the front desk to get it fixed and they said only the person who booked the room could do that. Later in the day, I came back to ask again and they fixed it immediately (different employee). Was the first person being intentionally difficult or what. Not sure but that was pretty annoying. I’ve had this happen at other hotels and they always fix it immediately. There are many other ways to verify.

Anyways, the pros and cons were somewhat even. It’s called the Hospitality industry and customer service is the most basic level of service. HGV Elara is lacking in that. Expecting a generic and meaningless response to this review just like all other reviews. You will see that many other reviews point out the same specific issues this hotel has and they won’t address a single one. Just a generic “oh sorry… call us so you can be on hold for hours and ultimately do nothing” lol. Nobody wants to talk to a call center. Seems like 90% of people working here is just a job to them. They do not care about your experience. They just do the bare minimum because these reviews don’t matter. They will get bookings...

I HATE WRITING NEGATIVE REVIEWS!!

So check it out I'm a HUGE fan of the Hilton brand. Over 3000 stays with Hilton dating back to 1996. Made Lifetime Dimond years ago and then kind of retired and don't warn the points like I use to.

The wife and I bought in to the Hilton Grand Elara. Geographically we love the location especially now with the new offramp off the freeway. Easy on easy off it makes trips in and out of town and trips to downtown so quick and stress-free. We love all the little restaurants that are within walking distance, you have the entire Miracle Mile shops that is literally connected to the hotel. We have the kids stay with us last time we were there and walking downstairs to restaurants like panda express and nacho daddy and even Chick-fil-A out and become very handy. If you wanna sit down you have everything from good Mexican to P.F. Chang's not to mention the Gordon Ramsay Hell's kitchen. Again the location of the hotel is wonderful and we're very pleased with the property itself. The rooms are great, the views are spectacular and security, parking and all the other things that I'm not mentioning bring zero negativity to this review.

What sucks about this property is the sales staff. Every single time you check in you have to literally almost argue with the people in the check in lobby area. After you get off at an airplane or drive across the desert the last thing you wanna do is have somebody try to sell you something. I literally had to tell the lady NO i'm 15 times. We did not want to go to another sales pitch meeting and she politely asked us once and we said no and then she asked the second time, a third time a fourth time and she kept trying to raise the auntie and offer us gift cards and credits on our account to where it got to be where she literally pissed us off. She was so concerned about offering us something else to make us change our mind that she didn't talk about Wi-Fi passwords, she didn't give us our cold bottles of water all she cared about is us going to the sales presentation. This time the lady literally told us that it's her job and how her job depends on us going.

Hilton Conrad would roll over in his grave if he knew how crappy the service is associated with the Hilton grand vacations brand itself. It is so different than what you get when you stay at a Hilton property.

Someone in the elevator on the way up to the room told us that they are sick and tired of it and they told us that the secret is when you check in and the little sales person comes up to you and ask you if they can help you you just say no and you go straight to the regular hotel counter And not the VIP section where you have somebody trying to sell you something.

If anyone at this hotel is reading this review you guys should be ashamed of yourselves. My wife and I drove in the car something like eight hours to go on vacation and as we're checking in at 11 o'clock at night we have somebody sitting behind a desk trying to sell us something instead of just simply trying to welcome us to our vacation.

Like I said when I first started this review, I hate writing negative reviews and the reason for the three stars is because the property itself is awesome but the staff here especially when you check in, let's call the welcoming team they...