Report: #1366645

Complaint Review: Hilton Grand Vacations on the Boulevard

  • Submitted: Sat, April 08, 2017
  • Updated: Sat, April 08, 2017
  • Reported By: Josh — Huachuca City Arizona United States of America
  • Hilton Grand Vacations on the Boulevard

    Nationwide
    USA

Hilton Grand Vacations on the Boulevard Hilton Grand Vacations, Hilton Hotels & Resorts Undisclosed "Resort Fees," Late Checkout Fee, Cut Throat Sales Team Las Vegas, Nevada Nationwide

*Author of original report: The Following is the Letter Sent to me by the Hilton Grand Vacations Management

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I stayed at the Hilton Grand Vacations on the Boulevard on a government business trip which I booked through our travel website. I was excited when I saw that the room rate was only $102 for federal government, conisdering their typical daily cost is $300+.

First, when I checked out I was hit on my hotel bill with $125 in "Resort Charge," at $25 a day. I was never informed of this charge until I got my bill. Furthermore, when I called the hotel to ask about it and protest, I was told that this was a corporate charge that could not be waved. When I told them that this is a ripoff and I was going to put on social media, I was told "Okay. You go ahead and do that," before I was hung up on.

When my wife and I walked into the hotel room, we were first hit with a very small, very uncomfortable, and absolutely miserable hotel room. The walls were gray. The interior decoration was like something out of a horror movie. They were all gray or dulled metal. There was no desk or desk chair in the room, which I would have thought there would be for a business trip room.

 

Instead of a desk or chair, there was a table with some very uncomfortable chairs. My wife has a bad back and works from her laptap, so I called down to the front desk to ask for an office chair or something more comfortable. I was told that there were no office chairs in the building (literally) and that they would not be able to help us out.

Next, I asked if they would be able to transfer us to a different hotel, since this room was definitely not to our liking. Hilton said that we would be able to book a different hotel, but we would still have to pay for the night at this hotel. This is five minutes after we walked into the room, but because we walked into the room, Hilton was unwilling to help us at all. Furthermore, the cost to book at a different hotel was significantly more than what we had booked the room we were in for.

Finally just exhausted from travel and the hastle of trying to get anything from the staff, we accepted defeat and stayed in the room.

The next day, on our way down to breakfast, which is NOT free, unless you eat like a fasting monk, we saw that the conference room directly next to our room was full of at least a dozen very nice looking executive office chairs. So, as it turns out, there are office chairs in the building and there were plenty not being used not 10 feet from our room.

About that conference room: my wife stayed in the hotel room working, in a not-so-comfortable chair, for the day while I was at training. As it turns out, the hotel time share sales staff meets in that room for motivational meetings and "sales" inspiration. Big shocker: sales strategies used by Hilton sales staff are absolutely designed to rip you off. They know they're selling you less than you're paying for, and they practice ways to provide high pressure sales to convince you otherwise. Let me reiterate: My wife HEARD them say that the customers aren't getting very good deals, but pressure on them for long enough will get them to concede.

The last day that we were at the hotel I was supposed to be in class until 12. I called the front desk to ask for a late check out of 12:30, since I would have to drive back from class. I was told that any checkouts after 11:00AM would result in a half-days room charge. That's not a half day at the government rate. The young lady on the line told me it would be a half of the full room rate of $300+ dollars.

Do not stay at Hilton Hotels. Do not buy a time share with the Hilton Hotels, as they are statedly out to pressure you into paying more money than the value of the product.

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This report was posted on Ripoff Report on 04/08/2017 01:33 PM and is a permanent record located here: http://www.ripoffreport.com/reports/hilton-grand-vacations-on-the-boulevard/nationwide/hilton-grand-vacations-on-the-boulevard-hilton-grand-vacations-hilton-hotels-amp-resor-1366645. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
1Author
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#1 Author of original report

The Following is the Letter Sent to me by the Hilton Grand Vacations Management

AUTHOR: - ()

To: jreed@hgvc.com
JC,

I already spoke with more than one person about how my trip went with your hotel. I told the last person on the phone that if this is how Hilton was going to be, I would be reporting to social media, as I have, and his reply was, "Ok."

I realize that you as a manager have a hell of a job and it's difficult enough without bad press, but the entire trip was supposed to be a week for my wife to stay at a resort while I was in town for work. Instead, she was uncomfortable, disappointed, and now very put off by Hilton as a whole.

What's more is that I travel on government expense and I'm responsible to pay back any of the money that I spend over and above the government per diem. I booked Hilton because I thought it would be awesome to stay at a resort on a government rate. I sort of thought I got lucky, given the reputation of the company.

As it turns out, I was charged for a "resort fee" I was never told about at a hotel that was uncomfortable to stay at, and at every turn, anything I had a problem with was met with a "no" or an extra charge. It was corporate policy and inflated costs at its best.
 
What really gets me is that I tried pretty hard to work with what we had. The valet guys were top notch. The hotel staff, while uncompromising, was very friendly when they told me they couldn't help. The problem isn't your people, it's your company's policies.

I travel extensively for my job. I have stayed at Hilton in the past, but the policies that were presented to me indicate that the business, not just your hotel, practices unethical methods of business and demonstrates a lack of service orientation towards customer needs.

I don't mind speaking more, but I can't imagine there's much you can offer to make up for this experience. 

Thank you for your time,
 
 
RESPONSE BY MANAGEMENT

Thank you for the further information Mr. Drake.  Please accept our apologies that we didn’t meet your expectations. 

 

We have found that there is sometimes confusion with the Hilton Grand Vacations Timeshare brand in a city of Hotel/Casinos.  I always try to explain to our guests as much as possible the difference however I completely understand it doesn’t change or make the situation any better. 

 

Hilton Grand Vacation (HGV) is separate from Hilton World Wide (HLT).  We are completely different companies that work in partnership.  I wouldn’t want to change your opinion of Hilton because of an experience with HGV.  We are an owner based company which means mostly everything is governed by a HOA or Home Owners Association.  As in your wife’s review she is correct to say we are like apartments.  The room you stayed in was the connector to our main living room, full kitchen and Master Bedroom and Bathroom. 

 

I’m sorry you were not informed of the Resort Charge, sometimes we see that the government website will show it in a separate box that you have to click when you book your reservation.  We had tried to change this however those sites are not owned or operated by HGV. 

 

Valet charging is relatively new for Las Vegas however, with the Resort Charge, self-parking is free.

 

Thank you Mr. Drake for emailing me.  I truly appreciate you taking the time to share your experience with me.  This information assists me in communicating with my staff in making our guest experience better.

 

Sincerely

JC Reed
Guest Services Manager 

 

 

Clearly, Hilton Grand Vacations is in no way concerned by the dissatisfaction of their customers. No attempt was made to fix any of their issues, their hidden fees, their refusal to provide proper service to their customers, or any concern for the experiences my wife and I had. This is FROM the Hotel Manager. If he doesn't care enough to fix the issue, the issue is systemic and, therefore, will not be fixed.

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