Elara By Hilton Grand Vacations

I’ll start with the physical detail problems. 1. The air conditioner not controlled the whole unit- so the master bedroom was hot, but the family room where my sons had to sleep on the pull out was freezing. 2. Location seems nice, but the area is NOT the high end part of the strip. If you want nice- you must go down near the Wynn. It is close to a lot, but the area smells like pot and filth. 3. They charge you extra for the daily room cleaning. Next are the Scam Problems 1. We bought VIP points to use at one of five HGV locations. We lived at AL at the time and purchased points to stay in Orlando. When Hilton closed their facilities for Covid- they also closed the call center. This is mind blowing to me, as a teacher with far greater limitations on resources than the Hilton company, educators across the world made school virtual— but Hilton couldn’t run a call center, strange. Therefore, we weren’t able to contact anyone regarding rescheduling our trip. We sent emails in effort to reschedule, and our emailed received no response. Between the time we purchased the points for a trip and now, we moved across the country, which greatly impacted the choices we had on where we would use our points. We continued to call and check periodically on our points and rescheduling. Finally Aug/September when we called we were able to get a worker. She informed is we had to use our points or lose them by December/January. Since I teach and I am the only one working and it’s a pandemic, our only reasonable choice was to come somewhere close to home during fall break. We live in southern UT, so Vegas was our only option. We would never chase chosen this under the circumstances that we bought the points. Additionally the time frame we are forced to use the points still falls during Covid shut downs- so many Vegas attractions or amenities were unavailable, talk about a waste of time and money. They however, didn’t care. It was only about their bottom line, so regardless, we had to use or lose our points. 2. We were told we didn’t have to sit through the sales presentation since we did that when we originally bought the points, however their customer service agent threatened us with an additional $500 fee if we didn’t. They love to threaten- remember use the points or lose them? Anyway, we were perfectly willing to meet with the representative, but additional meetings were not necessary as we were told this by our representative and manager, Oscar, when we signed up in Orlando 11/2018. 3. We paid roughly $1700 for our points package for seven nights, which was the equivalent of roughly $242 a night. This would have been acceptable price where we planned to travel and preCovid. However, rooms at this hotel were going for $126-232 a night, depending if on weekday/weekend. We used three of our nights now and are being forced to use the others in December. Based on prices listed online for now and then, we have WELL OVERPAID. They did not adjust prices for people using points. It would have been cheaper to never have a package and buy the room directly. Again, no I’ve in customer service care. It’s about their the bottom line. I also have filed a complaint with the BBB regarding all of this, and posted this experience on social media, where I was told I’d be contacted to remedy this. I also have documentation to prove it all. What it boils down to is that Hilton broke our contact when they closed in Covid and went AWOL. Then instead of taking responsibility for their broken contract, forced us during a worldwide pandemic, a time of crisis, to use points for a different reason and time than what we purchased. They only were concerned about their bottom line and wouldn’t think twice about taking advantage of hardworking people under unusual circumstances. Buyer Beware

Stayed during the pandemic on Labor day weekend. Staff was terrific about making us comfortable and welcome. Hotel has great views of the strip being just off the strip. We were close to everything. This will be a great place to stay when shows return and life is normal again.

First time stay and we were very impressed. Very clean environment and the staff was great! Like the free parking and the pool area is very nice. The Mag Mile was connected to the hotel, and makes for convenience to grab any items that you may have forgot to pack. I’ll be back!