Hilton Vacation Club Polo Towers Las Vegas — Hotel in Paradise

I WOULD NEVER STAY HERE AGAIN. I recently stayed here from August 30th to September 6th for my wife’s birthday. And this was by far the worst stay/hotel/resort I’ve ever stayed in and I will not be going back: When I checked in I was told to go to “VIP check-in”. And when I got there I felt like a VUP, there was only one clerk and I waited 10 minutes to be seen. The clerk seemed like she was rushing me to pay the resort fee and the safety deposit without being considerate or understanding that the price was abnormally high for where I was staying at along with the problems I ended up encountering. But she sure didn’t forget to push the time share presentations, hard on me. The Resort Fees for my stay of 7 nights was $225 which I felt was only so high because this hotel is owned by Hilton. And on top of that I still had to put down a $100 security deposit. The parking situation was horrible. They offer no self parking and they only have valet parking which was $25 a day! I asked if there was any way to get it validated or just charged to the room. Yet to my utter surprise they said the valet parking is through a third party which made no sense at all. The Elevators were awful. In this hotel for the high floors you can only use certain elevators and there were three elevators together in the back to get to my floor. One of them was broken which brought it down to two. Upon using the elevators just a couple of times with other guests as witnesses. They operated incorrectly, for some reason one of the two that were “operational” would continue to always stop on floors 5 & 11 completely on their own. Since I was on the 19th floor. This made elevator usage a hassle. I tried using the Washing Machines and they did not work at all. I called the front desk to have someone look at them and I waited 10 minutes and no one came. And came down to the front desk and told them they weren’t working. I waited another 5 minutes and a very helpful maintenance guy finally came. He could not figure out the malfunction, so we went to three different washing floors until he found out unbeknownst to us… the hotel cut off the water for the machines on certain floors for maintenance. So he was finally able to find me a washing floor that finally worked and this whole thing took about 30 minutes. I had a huge incident with Security against my wife. I drove down the one way on the side of the building (I am at fault). The reason I did this was because my wife was in a lot of pain so I attempted to drop her off right at the door. Since I went down the wrong way to do this Officer Troy (I think that was his name). Found himself rudely trying to get my attention by obnoxiously raising his voice. I didn’t pay him any mind nor did I speak to him. I was more so focused on helping my wife out of the car. I held my index finger up to him because while he’s yelling I’m focused on something else and I wasn’t trying to have a negative interaction with an officer. He finally stops trying to get my attention. My wife gets out of the car and I still never spoke to security. As he walks past my wife he begins to say things to her/in front of her that were completely unnecessary since the situation was already over. So they exchanged words as he walked past her and then the situation finally concluded once I made a verbal complaint/report to Officer Antonio and he went about things the correct way in my opinion so credit to him for that. On top of all this I had a message system through the hotel where they asked me if I needed anything for my room about 2-3 times a day and I may have asked for something once. But when I requested late checkout for just 2 extra hours I was immediately denied. I had to physically call them to explain why I really needed the extra two hours and they then granted me late checkout, very happy about that.

I added the pros/good in...

This place has such great potential, but it is outdated by decades, in ill-repair, and dirty.

OUTDATED The dark wood and walls, baseboards,  and frames make an otherwise open space feel like a basement. A few simple coats of fresh paint would significantly enhance the aesthetic. Moreover, the bathtub/Jacuzzi in the master bathroom is not only outdated, but it is nothing short of a hazard. The first step (from the floor) is approximately a foot high. The next step (from the first to the top of the tub) is approximately a hoot and a half. There is only one side rail, and it is too far from the step to serve as a stabilizer.

ILL-REPAIR Unfortunately, looking old was not the only problem.  The weather stripping at the bottom of the entry doors was half missing and what was there was worn. The master bathroom door would neither stay open nor closed.  The screens on the sliding glass doors leading to the balcony would not lock, although there are locks on them. The bottom drawers in the refrigerator don't slide into place as they should. They were forced into place in a downward angle.  The wood surrounding the bottom kitchen cabinets is rotting. The garbage disposer is extremely loud, and it vibrates.

DIRTY Perhaps the most troubling  issue was the lack of cleanliness. It should be noted that from the first day (a Tuesday), the place was dirty. Because we had already waited for half a day for it to be cleaned (which it was said to have been), we decided to clean it ourselves. We purchased cleaning and sanitizin supples and set about cleaning.  On day 2, we requested a cleaning but were tod that cleaning happens only on Friday, so we waited. In Friday, we were further disappointed. The living areas smelled like sewage.  Again, we sprayed and wiped things down ourselves, but the smell returned. The walls had dirt and scuff marks on them. The floors were poorly swept and not mopped at all (even upon request). A piece od debris that was on a nightstand was merely swept onto the floor during  Friday "cleaning." The jacuzzi on the balcony was still full upon our arrival. On day 1 of our stay, we requested that it be cleaned. It was drained and "cleaned" on day 2 after a subsequent request. The person who "cleaned" the jacuzzi did so in under five minutes with only a towel and dust pan. We inspected it afterward and determined  that, like everything else in the place, it had merely been wiped down haphazardly. The jacuzzi/bathtub in the master bedroom had a dirt ring around it, even after the Friday "cleaning." The shower curtain had blood on it near the buttons. We took the curtain down to ensure it would be replaced. The bathroom sinks were dirty. On Thursday, a small amount of makeup was spilled in one. Even after the Friday "cleaning," however, the makeup was still there. The shower in the second bathroom was horrendously filthy. The walls and floors were so black that we showered with shoes on. There were dead bugs and what seemed like sawdust in the kitchen cabinets.

MISCELLANEOUS *The pots and pans were stored in a cabinet over the stove. The problem is that the cabinet will not close, as the pan is too large. *The walls are paper thin, and the insulation is bad. Every noise can be heard, even down to the clanking pipes. *We were out of shower gel by Saturday morning. That tells me that housekeeping did not bother to check or refill the dispensers. Note: Our complaints are not an exaggeration. We have photo and video proof. We went out on a limb with our budget for this place. What we got was cheated. We love the Hilton brand, but this place was a great disappointment. Whoever is running it should be embarrassed and ashamed.  People deserve better and so does the...

After staying at the Hilton Vacation Club Polo Towers in Las Vegas, I feel compelled to warn others about this hotel. The fact that the Hilton name would allow itself to be associated with such deceptive practices is absolutely appalling.

Let me begin by saying that this review does not reflect the majority of the staff, who were kind, professional, and accommodating.

As I was leaving the front desk to head to our room, another employee stopped us and asked if we wanted to make our stay in Las Vegas even more memorable. He proceeded to offer a $150 Visa gift card if we attended a presentation about the Hilton Rewards Program. When I asked him for more details, he said it would include information about Hilton’s properties, both domestic and international. I directly asked if it was a timeshare presentation. He said “No” and assured me it was simply a membership program.

He then began filling out a yellow form and stated that he would charge $40 to the card on file to ensure our attendance, which would be refunded after the presentation. He also asked about my income, which I found odd considering he had just told me it wasn’t a timeshare pitch—just a rewards program.

The next morning, my husband wasn’t feeling well, so I went to the front desk to inform them that I would attend the presentation alone. However, the woman at the desk insisted that my husband must attend and that if he didn’t, I would only receive half of the Visa gift card. She offered to reschedule the presentation and even throw in a 3-day, 2-night stay at any Hilton hotel. Again, I asked about the nature of the presentation. She assured me it was simply an informational session about Hilton’s properties, and we would tour some of them. I asked if there would be any high-pressure sales tactics, and she firmly said no.

On the day of the presentation, Hilton Vacation Club Polo Towers provided us with a shuttle. Upon arrival, we were asked to sign a form. When I looked at it, I saw the word “Timeshare,” and they also requested authorization for a soft credit check. I was furious. I asked why this information was needed if it wasn’t a timeshare presentation. The representative still refused to say “timeshare” and simply pointed to the instructions on the form.

I refused to sign and asked to speak with a supervisor. The supervisor confirmed it was, in fact, a timeshare presentation. I explained that I had been lied to repeatedly by the front desk staff. Another supervisor then approached my husband and asked him to sign. When my husband declined, the supervisor rudely said, “You are dismissed.” We immediately left.

Once back at the hotel, I reported the incident to the front desk. The supervisor of sales, Joey, came over and had the nerve to ask what I thought the presentation was going to be. I told him that his staff had lied to my face and misrepresented the entire event as a simple presentation on Hilton properties. Joey appeared shocked, but I wasn’t buying it—it was clearly a deliberate tactic, likely orchestrated by him, to trick guests into attending timeshare presentations.

I told Joey that even lawyers advise against timeshares and demanded my $40 back. The charge was refunded, and I walked away with a promise to myself: I will never stay at another Hilton property again.

The fact that Hilton allows this kind of behavior at one of their properties is shameful. The front desk deliberately lied to us, acting like sleazy car salespeople, to swindle guests into a timeshare presentation disguised as a rewards program. I wasn’t the only guest angry about the deception. As an avid traveler, Hilton will never see another dime of my money—and I will make sure to share this experience...