I will start by saying that we live in Las Vegas and I have all of my life. My wife and I own at the HGV in Kona. My wife had a friend coming to town and they decided that they would stay on the Strip for three nights and use some of our points. Prior to my wife’s friend arriving we went to go check them in. We arrived at 3:15 (45 minutes before "check-in"). We were told that no rooms were ready and that we should come back in 45 minutes at "check-in time". There was no offer to hold her bags or an offer to maybe go to a lounge and wait, so if we were from out of town, we would have just been out of luck, so we went back to our house in Henderson. My wife returned later in the evening while waiting for her friend to arrive by car, but because the Flamingo HGV is so difficult to find and there is virtually no signage, she ended up at the HGV at Planet Hollywood (Alara) with her bags in their lobby. My wife who was waiting at the Flamingo HGV asked if someone could call over there and give her directions to the Flamingo HGV, because my wife was unfamiliar with the Alara property, but no one would help and everyone remained unhelpful throughout this confusing time. Finally my wife pulled her car out of the valet, and eventually found her way to the Alara property, where they left the other car and returned to the Flamingo HGV. I received all of this news the next morning, and I proceeded to phone the hotel to speak to a manager. I was told that, Jabron was the manager but that he didn't come in until 9 a.m. and I was not even offered to be put into a voicemail, or asked if they might be able to help in some way. The room smelled musty in the living area, the water in the shower comes through a large space between the door and the wall where you can see that they have had issues in the past and the wall has obviously been patched. The room above theirs seemed to have tile in the room above their bedroom, and of course at night it sounded like they were moving furniture and creating a lot of noise. There is a severe lack of signage in the halls to specify what elevator "lobbies" go to what towers as well. The whole experience was so upsetting to both of the ladies that they left the hotel a night early and came out to our house to stay. I returned the morning of our check out because if they would have left the night before, they would have been charged a $75.00 early check out fee. When I checked out, I was just being handed the receipt which included valet parking for the night that my wife wasn't even there, and I was about to walk away when I was finally asked, "did you have a good stay?" I said, "no we didn't." The woman at reception didn't even blink an eye. I said, "I have tried to speak to the manager Jabron twice, but have had no luck." I handed her the comment card and she said, "I will give this to Jabron". No one seems to care about customer service around there, but I am sure that they trip over themselves trying to get people to take tours of HGV properties. HUGE FAIL at this property.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for contacting us. I am very sorry to learn of your experience at our property. I assure you that the shortfalls you experienced are isolated. Our Guest Service Manager has been in contact with you and I am very hopeful that he will be able to provide a satisfactory resolution and response to the challenges you experienced. Thank you again and I hope to welcome you back soon.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.