Hilton Vacation Club Tahoe Seasons Lake Tahoe — Hotel in South Lake Tahoe

We checked in on Sun. Aug 25, 2024. On Tues. Aug 27th we asked for more towels and coffee. We attended Hilton Grand Vacation Timeshare 2 hour presentation and obtained reduced price ticket for sunset cruise through HGVR satellite office in the villages area. Luckily, we returned to "OUR" hotel room around 12:30 P.M on 27th to p/up meds. We found the door to, "OUR ROOM" OPEN TO VAST PUBLIC HALLWAY AREA UPON ARRIVAL. NO personnel around. (Ghost Town) ( RED FLAG)||||We called the desk and was told Supervisor would be in touch. We waited 3 hours w no contact. Our room phone mysteriously went inop, so we went to desk 3 times to renew requests. No supervisor appeared on Aug 27th and wasted much of that day trying to get answers/ talk to Supervisor. (RED FLAG)||||That evening " HGVR South Lake Tahoe Asst Gen Mgr. Tiffany Celnar" left msg stating they, "take security very seriously." Told us to call her. We did so that night and left msg. Next A.M Tiffany was, " in a meeting." We had to leave. No call from anybody on Weds the 28th, despite me leaving home phone # and e-mail with, "Gabriel." Tiffany's words clearly do not match her actions. (RED FLAG)||||Also,on Aug 27th (night before we had to go home) we finally left room at 5:15 P.M to catch sunset cruise on Lake Tahoe. We were accosted by a woman with no ID/business card on boardwalk dressed in Mardi Gras outfit. She told us the cruise is cancelled. She tried to get us to go on same cruise the next day, but we had to leave for home. ||||We tried to get our money reimbursed and HGVR Asst Gen. Mgr. Tiffany Celnar left msg stating our reimbursement is not HGVR's ( or her) problem. Tiffany sounded like she was confused and never had a similar problem. (RED FLAG) Tiffany then said,"Call the cruise ship company." (Receipt and voucher says otherwise...another RED FLAG)||||Receipt and ticket voucher clearly state HGVR South Lake Tahoe, with no mention anywhere on receipt or voucher of involved cruise company. (RED FLAG) I gave Gabriel at Front Desk copies of receipt and voucher for Tiffany and we were told, "WE" will take care of it. CRICKETS! ||||( This is called, "Man in the Middle" game...who happens to be customer. (RED FLAG)||||THIS OUTFIT DOES NOT TAKE SECURITY/SAFETY OF GUESTS SERIOUSLY! IF THEY DID SOMEBODY WOULD HAVE MADE CONTACT WITH US VIA A 2 LEVEL ELEVATOR RIDE. TIFFANY IS EVIDENTLY TOO IMPORTANT FOR SUCH TRIVIAL MATTERS. HGVR now owes me $300.00 for 2 different $100.00 mandatory deposits and the cruise ship that was abruptly cancelled. Our 3 day trip was ruined due to some HGVR employee leaving our hotel room DOOR OPEN and UNATTENDED. Room had computers, opioid meds etc. in it. Tiffany's ultimate response is they had a safety meeting. ( RED FLAG) ||A safety meeting PRIOR to KNOWING the DETAILS of what occurred? OK. (RED FLAG)||||The door to our room had to make a loud metallic to metallic sound when it hit the U shaped door catch upon employee's exit out of "OUR"room. The involved employee placed metal catch in position to keep door ajar. WHY? All he/she did was leave a stack of towels right next to the door and packs of coffee on counter. |||| We are left to guess that employee was both deaf and dumb OR maybe they hate their job and were loaded on illicit drug(s) to make it through the day. (RED FLAG) I can only speculate no-show VIP Asst. Mgr. Tiffany Celnar never thought of that or checked into involved employee's fitness to work. ( ANOTHER POTENTIAL RED FLAG) ||||Ms. Celnar "thinks" she is too important to speak with customers, as indicated by her statements to have us locate her. WE ARE THE CUSTOMER WHO WAS PLACED AT RISK, SO WHY IS IT WE HAVE TO CHASE MS. CELNAR DOWN, WHO IS ALWAYS UNAVAILABLE? WHY IS IT WE HAVE TO GO THROUGH "FIND WALDO" TO GET A MERE REIMBURSEMENT FROM HGTV RESORTS? (RED FLAG) WHY IS IT "RADIO SILENCE, CLEAR THE DECKS" ALL OF A SUDDEN?||||I left a Linked-In message and phone msg Aug 28th around 10 P.M for VIP employee, Tiffany Celnar. I asked her to call me. ||||It is now Aug 29th at 5 P.M and crickets from anybody affiliated with HGTV resorts. Clearly, WE do not warrant a phone call from anybody at HGTV. ||||It is becoming time to "dispute" charges, which is not fun and very time consuming, thanks to HGVR.||||It is abundantly evident that Ms. Celnar "thinks" it is appropriate to avoid customer complaints that "involve" the hotel she supposedly helps manage. The correct thing to do would have been go to our room and speak with us directly. ( VERY RED FLAG)||||My advice, take it or leave it, is do not buy into a timeshare with this outfit. They lack true professionalism and engage in "surface level" niceties. It is all a front. If you have an issue that lands in deeper waters all I can say is GOOD LUCK.||||Everything written here is factually accurate. If you never leave your room everything should be O.K. at this so called "resort." As our Armed Forces say, "embrace the suck." Trust...

AVOID this place!

The worst hotel experience I've ever had in my life.

The convenient location (to the ski lift) is absolutely not worth the trouble you'll go through.

Upon check in, we specifically asked for a room that is quiet. They said they gave us a quiet room. However, there were loud noises like machinery banging happening every 30-60 minutes. I talked to the front desk about it, they contacted maintenance - but they couldn't figure out where the loud noise came from. So this made me have to switch room in the middle of the night and didn't get a good night sleep. You don't want that to happen when you need to ski or do other things the next day.

For both rooms - you could hear people talking next door and in hallway very loudly. Our sleep were affected throughout the stay.

The shampoo, conditioner, body wash in the shower were all empty when we entered the room. We called the front desk, and the first time they only sent over the shampoo and conditioner. We had to call again to get the body wash as well. What kind of hotel service is this?

The hotel facilities - the steam sauna was not working at all the first day. We had to call again to get that fixed. The hot tub was not working the second day when we tried to use. And there were plastic lid and straw floating in it. Again, we had to speak to front desk to get that fixed. They clearly didn't have a system to clean and set the system daily.

When I talked about these issues with the front desk, they were able to provided some portion of the fees refunded. They told me it was approved by admins. You'd think then the refund would be taken care of right? No.

I have not received anything in refund after two weeks. And I called front desk, for over 10 times across two weeks.

Monday - someone picked up, but told me the manager who approved the refund (Gabriel) was not there, but will talk to him next day and he would get back to me.

Tuesday - no one got back to me. when i called hotel, the voice kept saying: the hotel front desk is not available. what kind of hotel front desk would not be available for an entire day?

Wednesday- I called again. They told me they could transfer me to the assistant manager Tiffany today to talk about this. I got transferred but no one picked up. The front desk told me the manager is definitely in today, but may be in a meeting. So I left a message to Tiffany. However, she didn't get back to me either.

Thursday - no one got back to me. This is getting ridiculous. I called again, and was told this time that I need to call another number at Hilton myself to get this refund. I asked: shouldn't this be taken care of by the hotel? Why do I have to spend all these time and energy to call another number to get refund? They told me they cannot do anything about it, but to give me this number.

Fine, I got the number. called. Turns out this number is "guest assistance" and what they do is they write another complaint email to Hilton to discuss this issue.

Friday: I still got no response from the business. I called again, and hotel front desk told me they would check and call me back by the end of day. -- no one called me back again.

The following Monday: I called hotel myself. Was told it was taken care of and refund will come to me in 5-7 days.

The following Wednesday: received email saying that "due to system limitations and since your credit card was collected by Hilton Worldwide, our system does not allow us to credit the credit card" and they have to send a check to me instead. It's 2024, and it is Hilton. They cannot even handle a refund via credit card through their reservation system?

This is the most time-consuming and ridiculous process I've ever gone through with a hotel. It's either they are highly incompetent as a business, or they are trying to avoid paying by making this extremely difficult. Very dishonest business.

If you value your time and a pleasant hotel experience is important to you, don't book...

We checked in on Sun. Aug 25, 2024. On Tues. Aug 27th we asked for more towels and coffee. Then we attended a Hilton Grand Vacation Timeshare 2 hour presentation. Luckily, we returned to "OUR" hotel room around 12:30 P.M on 27th. We found the door to "OUR ROOM" OPEN TO VAST PUBLIC HALLWAY AREA UPON OUR ARRIVAL. There were NO personnel around. It was like an OPEN HOUSE in our room for anyone to drop by.||||We called the desk and was told a Supervisor would be in touch. We waited over 3 hours w/ no contact. Our room phone mysteriously went inop, so we went to the lobby desk 3 times to renew requests. No supervisor appeared on Aug 27th and we wasted much of that day trying to get answers/ talk to Supervisor.||||That evening " HGVR South Lake Tahoe Asst Gen Mgr. Tiffany" left msg stating they "take security very seriously." She told us to call her. We did so that night and left msg. Next A.M Tiffany was " in a meeting." We had to leave. There was no call from anybody on Weds the 28th, despite me leaving home phone # and e-mail with "Gabriel." Tiffany's words clearly do not match her actions. ||||THIS OUTFIT DOES NOT TAKE SECURITY/SAFETY OF GUESTS SERIOUSLY! IF THEY DID SOMEBODY WOULD HAVE MADE CONTACT WITH US VIA A SHORT ELEVATOR RIDE. TIFFANY IS EVIDENTLY TOO IMPORTANT FOR SUCH TRIVIAL MATTERS. Our 3 day trip was ruined due to some HGVR employee leaving our hotel room DOOR OPEN and UNATTENDED. Our room had computers, opioid meds etc. in it. Tiffany's ultimate response is they had a safety meeting. A safety meeting PRIOR to talking with us and KNOWING the DETAILS of what occurred? ||||The door to our room had to make a loud metallic to metallic sound when it hit the U shaped door catch upon employee's exit out of "OUR" room. The involved employee placed the metal catch in position to keep door ajar. WHY? All he/she did was leave a stack of towels right next to the door and packs of coffee on counter.||||Tiffany "thinks" she is too important to speak with customers, as indicated by her statements to have us locate her. WE ARE THE CUSTOMER WHO WAS PLACED AT RISK, SO WHY IS IT WE HAVE TO CHASE TIFFANY DOWN, WHO IS ALWAYS UNAVAILABLE? WHY IS IT WE HAVE TO GO THROUGH "FIND WALDO" TO GET A MERE REIMBURSEMENT FROM HGTV RESORTS? ||||I left a Linked-In message and phone msg Aug 28th around 10 P.M for VIP employee, Tiffany. I asked her to call me.||||It is now Sept. 8th and still crickets from anybody affiliated with HGTV resorts. Clearly, WE do not warrant a phone call from anybody at HGTV.||||It is becoming time to "dispute" the hotel charges, which is not fun and very time consuming, thanks to HGVR.||||It is abundantly evident that Tiffany "thinks" it is appropriate to avoid customer complaints that "involve" the hotel she supposedly helps manage. The correct thing to do would have been to go to our room and speak with us directly.||||My advice, take it or leave it, is do not buy into a timeshare with this outfit. They lack true professionalism and engage in "surface level" niceties. It is all a front. If you have an issue that lands in deeper waters all I can say is GOOD LUCK.||||Everything written here is factually accurate. If you never leave your room everything should be O.K. at this so called "resort." We are still waiting to hear if they will be offering a refund for our stay. ||||Date of stay: August 2024 Trip type:...