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Hilton Grand Vacation Complaint

Ginger88

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Due to Covid and travel restrictions, we did not travel or use our 2020 week that we have at Elara in Las Vegas. Today, we called to make reservations for July 2021 but were told we could not use our 2020 week at our home resort. I could understand if it were any other year, but the resort was closed and CDC travel restrictions were in place almost all of 2020. Has anyone else had this problem? Thank you.
 

Janann

TUG Review Crew: Expert
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Resorts Owned
HGVC on the Boulevard, Las Vegas;
Disney's Saratoga Springs
It sounds like you did not save your 2020 points into 2021. Is that correct? If they were not saved, then the points expired on 12/31/20 without being used.
 

GT75

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FAVC-Cabo
Honestly no. I see a lot of availability for Elara during the month of July. I don't understand why you can not make a club reservation. You should have both 2020 and 2021 points available for use.
 

alwysonvac

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SOLD (DVC, FSRC)
Are you a Elara HGVC owner or an Elara Westgate owner?

I don’t know what Westgate did for their owners (if anything).
 
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Magus

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HGV Elara, Paradise, The District, Kings Land; Craigendarroch Suites
Hgvc auto saved your points and this summer is well within the 9 month window and right now there is lots of availability. Perhaps your exact room for that week is out but check other rooms/weeks, you should be fine, as long as it truly is HGVC. If it’s just a west gate deed you call hgvc, no idea
 

dayooper

TUG Review Crew
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HGVC: The Flamingo, The Boulevard
Due to Covid and travel restrictions, we did not travel or use our 2020 week that we have at Elara in Las Vegas. Today, we called to make reservations for July 2021 but were told we could not use our 2020 week at our home resort. I could understand if it were any other year, but the resort was closed and CDC travel restrictions were in place almost all of 2020. Has anyone else had this problem? Thank you.

Interesting dilemma. If, like @alwysonvac asks above, it’s a Westgate unit, I would have no idea how HGVC would deal with that. Many fixed week owners at many older resorts lost their 2020 weeks last year. While the Westgate units are considered a floating week, they act very much like a fixed week deed. Use the week or put the week into an exchange company. Not much else they can do. If it’s an HGVC unit, the only thing you lose is the complimentary home week (no cost) reservation. Ad @GT75 mentions above, your points would have been auto saved and you could make a club reservation to go during your season. I used my points for several trips this year.
 

Ginger88

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Thank you all for your posts and replies. When we log in, it shows that our points were saved and yes, there are plenty of rooms left for the week we would like to reserve. I think the issue is that Elara was a Westgate property when we purchased, prior to it being converted to HGVC. Because of this transition, it seems like there are just so many more restrictions for owners like us.
 

RX8

TUG Member
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Resorts Owned
HGVC and DVC
You mention using your home week for July 2021. Unless that is a fixed July week you own you are actually making a club reservation using your allotted points. If you have points showing, and there is availability, call HGVC and get another rep to help you.
 

Magus

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HGV Elara, Paradise, The District, Kings Land; Craigendarroch Suites
If the points were saved, just book a club reservation? The saved points cannot be booked as a home reservation. So yes it’s $59 for the booking. There is no reason to call a club rep just book online.
 

alwysonvac

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SOLD (DVC, FSRC)
Thank you all for your posts and replies. When we log in, it shows that our points were saved and yes, there are plenty of rooms left for the week we would like to reserve. I think the issue is that Elara was a Westgate property when we purchased, prior to it being converted to HGVC. Because of this transition, it seems like there are just so many more restrictions for owners like us.

In March 2015 Westgate Elara owners were provided with revised reservation rules

In response to Westgate Owner feedback and in an effort to provide greater reservation flexibility and other significant benefits, the Board of Directors of LV Tower 52 Condominium Owners Association, Inc. (the “Association”) has recently approved several revisions to the reservation rules applicable to Westgate Owners. On behalf of the Association, please be advised that effective April 1 2015, the following reservation rules will apply to Westgate Owners:

Here’s the 2015 Reservation Rules for Westgate Owners. It talks about the new improved rules vs the current/previous Westgate rules - https://tugbbs.com/forums/attachments/lv52-westgate-owners-message-2015-final-pdf.11705/

NOTE: There’s a link to this document on the HGVC resort page on the Club Member website.


 

GT75

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FAVC-Cabo
I think the issue is that Elara was a Westgate property when we purchased, prior to it being converted to HGVC.
Just to be sure, are you a Westgate owner then?
 

Sandy VDH

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So this is an issue with How Westgate protected its owners, not HGVC.

HGVC autosaved and you could book last years points today. Don't know what the agreement is between Westgate and HGVC but if you only owned a week, there is no replacements in 2021 for that inventory from last year. Many fixed week owners where NOT offered anything at many resorts around the country. The points plays were a lot more accommodating on how they handled the issue. A PLUS for points programs, a MINUS for fixed or floating week ownerships.

This is NOT an HGVC issue, this is a westgate.
 

Talent312

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Yes, Westgate Elara owner.

So, they mistreat you like a stepchild instead of a family member.
Your carriage is really just a pumpkin and there's no prince at the ball.
Sorry.

It's what our new friends at Diamond may be facing down the road.
.
 

GT75

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It's what our new friends at Diamond may be facing down the road.
I honestly don't believe that. The original Westgate owners at Elara are a completely different situation.
 
Last edited:

CalGalTraveler

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I don't believe it either. They would be treating Bay Club, Grand Pacific and Florida Gulf this way. But they do not. The problem is Westgate and Elara is a strange situation.
 

Sandy VDH

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What, if any, provisions did Westgate do for their fixed and floating week owners with 2020 inventory??

Again this is not HGVC to blame, but Westgate.
 

dayooper

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HGVC: The Flamingo, The Boulevard
So, they mistreat you like a stepchild instead of a family member.
Your carriage is really just a pumpkin and there's no prince at the ball.
Sorry.

It's what our new friends at Diamond may be facing down the road.
.

I agree with those above, this is completely different then the Westgate owners at Elara.
 
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