No longer feeling Elite and poor experience in Las Vegas

[CotswoldsRetreat]

Just thought I'd share our (husband and wife) experience in Las Vegas.

We had 2 weeks at our home resort at the Boulevard and now almost at the end of 2 weeks at Elara - yes that's 4 weeks in LV

At check in at both properties no-one on guest services acknowledged our Elite status or said "Welcome back". Guest services at any resort used to acknowledge our ownership and Elite status.

At the Boulevard we became Elite owners in 2006. We had a dedicated Elite check in lounge which subsequently became an owners lounge where you could get drinks throughout the day. That stopped and became a lounge to get snacks at breakfast and that's stopped. The lounge had now become a bar for anyone to use.
There is literally no Elite benefits at the Boulevard and none at Elara.

We went to Craigendarroch in Scotand in September 2021 and were able to use an owners lounge for coffee and snacks. We went back December 2021 to be told only Craigendarroch owners could use the lounge.

Why do some properties have owner lounges but others not?

Guest services and housekeeping have been really poor at the Las Vegas properties too. The sales team at Elara the worst we have ever experienced. If I tell you we were in and out in less than 20 minutes that might give you some idea.

We just feel that our Elite status is being cheapened and eroded leading us to feel that there is little incentive to invest further with Hilton.

How do you feel about your membership?

 

[ksimm]

The sales team at Elara the worst we have ever experienced. If I tell you we were in and out in less than 20 minutes that might give you some idea.

I’d consider that a win.

I know the elara has a dedicated elite check in line but I don’t think anyone pays attention.

 

[RX8]

Salesperson speak: HGVC Legacy Elite is old school. What you need is the best thing since sliced bread, something that allows you to book upwards of 300 more resorts, something that saves you booking fees, something that brings you to a new level of Elite that allows you to strut with your head even higher, that something is HGV Max Centum+!

Fine print - Something that will cost you at least $50,000.

 

[ernststarhemberg]

There is an Elite check-in line at Elara, but it's not very easy for people to discern so everyone and their brother ends up queuing up there, anyway.

Agreed with comment above, getting away from the salesperson in 20 minutes deserves a gold medal!


How is the Elara lobby renovation coming along?

 

[muscae]

Recognition of Elite Status has definitely nosedived. Gone are the Elite Checkin Gifts, no cookie sets at Grand Waikikian, Grand Islander or Kingsland, no drink coupons in Vegas or Orlando properties, no chocolates at West 57 nor at Vegas, nor at Orlando. Gone are the "Thank you for being an Elite owner" comments at check-in. The "Thank you for being an Elite Premier Owner" in the welcome text message has become "Thank you for being an owner" if that! I do usually (but not always) get asked if I want an Elite wristband - sometimes I have to ask for it. If you were an Elite Premier with 34,000 (now about 55,000) points - you will need an additional investment of at least $100K to get to Centum+.

 

[alwysonvac]

I believe the elite lounge at the Bouvelard was the only one of its kind. It was a new concept that they tried out at a non-Hilton Club location.
They continued to add owner lounges at the Hilton Club resorts and added owner lounges for the penthouses at Grand Waikikian and Grand Islander

 

[dayooper]

Just thought I'd share our (husband and wife) experience in Las Vegas.

We had 2 weeks at our home resort at the Boulevard and now almost at the end of 2 weeks at Elara - yes that's 4 weeks in LV

At check in at both properties no-one on guest services acknowledged our Elite status or said "Welcome back". Guest services at any resort used to acknowledge our ownership and Elite status.

At the Boulevard we became Elite owners in 2006. We had a dedicated Elite check in lounge which subsequently became an owners lounge where you could get drinks throughout the day. That stopped and became a lounge to get snacks at breakfast and that's stopped. The lounge had now become a bar for anyone to use.
There is literally no Elite benefits at the Boulevard and none at Elara.

We went to Craigendarroch in Scotand in September 2021 and were able to use an owners lounge for coffee and snacks. We went back December 2021 to be told only Craigendarroch owners could use the lounge.

Why do some properties have owner lounges but others not?

Guest services and housekeeping have been really poor at the Las Vegas properties too. The sales team at Elara the worst we have ever experienced. If I tell you we were in and out in less than 20 minutes that might give you some idea.

We just feel that our Elite status is being cheapened and eroded leading us to feel that there is little incentive to invest further with Hilton.

How do you feel about your membership?

The Elite status isn’t what they are pushing. It’s the the system associated with Max now. The only way you can add to Elite is if you purchase from the Scotland lodges.

 

[mzd6socal]

Just thought I'd share our (husband and wife) experience in Las Vegas.

We had 2 weeks at our home resort at the Boulevard and now almost at the end of 2 weeks at Elara - yes that's 4 weeks in LV

At check in at both properties no-one on guest services acknowledged our Elite status or said "Welcome back". Guest services at any resort used to acknowledge our ownership and Elite status.

At the Boulevard we became Elite owners in 2006. We had a dedicated Elite check in lounge which subsequently became an owners lounge where you could get drinks throughout the day. That stopped and became a lounge to get snacks at breakfast and that's stopped. The lounge had now become a bar for anyone to use.
There is literally no Elite benefits at the Boulevard and none at Elara.

We went to Craigendarroch in Scotand in September 2021 and were able to use an owners lounge for coffee and snacks. We went back December 2021 to be told only Craigendarroch owners could use the lounge.

Why do some properties have owner lounges but others not?

Guest services and housekeeping have been really poor at the Las Vegas properties too. The sales team at Elara the worst we have ever experienced. If I tell you we were in and out in less than 20 minutes that might give you some idea.

We just feel that our Elite status is being cheapened and eroded leading us to feel that there is little incentive to invest further with Hilton.

How do you feel about your membership?

I


Sent from my iPhone using Tapatalk

 

[letsgobobby]

Just thought I'd share our (husband and wife) experience in Las Vegas.

We had 2 weeks at our home resort at the Boulevard and now almost at the end of 2 weeks at Elara - yes that's 4 weeks in LV

At check in at both properties no-one on guest services acknowledged our Elite status or said "Welcome back". Guest services at any resort used to acknowledge our ownership and Elite status.

At the Boulevard we became Elite owners in 2006. We had a dedicated Elite check in lounge which subsequently became an owners lounge where you could get drinks throughout the day. That stopped and became a lounge to get snacks at breakfast and that's stopped. The lounge had now become a bar for anyone to use.
There is literally no Elite benefits at the Boulevard and none at Elara.

We went to Craigendarroch in Scotand in September 2021 and were able to use an owners lounge for coffee and snacks. We went back December 2021 to be told only Craigendarroch owners could use the lounge.

Why do some properties have owner lounges but others not?

Guest services and housekeeping have been really poor at the Las Vegas properties too. The sales team at Elara the worst we have ever experienced. If I tell you we were in and out in less than 20 minutes that might give you some idea.

We just feel that our Elite status is being cheapened and eroded leading us to feel that there is little incentive to invest further with Hilton.

How do you feel about your membership?

I have no elite status because all purchases have been resale (no Scotland). I wouldn't invest more in Elite given the changes you describe. Buying more HGVC points should be for the base program. Not Elite. Not Max. IMO. Our total purchases have been so little that even if we had to give them away later we wouldn't be hurt much. Less than a used car. If they don't stroke my ego a little extra when I check in I can live with that in exchange for keeping tens of thousands of dollars.

 

[simpsontruckdriver]

... that something is HGV Max Centum+!

That sounds like the multivitamin Centrum, probably worth as much as a pill after rescission period.

 

[brp]

I have no elite status because all purchases have been resale (no Scotland). I wouldn't invest more in Elite given the changes you describe. Buying more HGVC points should be for the base program. Not Elite. Not Max. IMO. Our total purchases have been so little that even if we had to give them away later we wouldn't be hurt much. Less than a used car. If they don't stroke my ego a little extra when I check in I can live with that in exchange for keeping tens of thousands of dollars.

e also have no elite status (all non-Scotland resale). So, I feel very good about our purchases. The items offered for Elite had little value for us in the best of times (and far below the cost). Now, it seems even a better deal for us.

Cheers.

 

[RX8]

The Elite status isn’t what they are pushing. It’s the the system associated with Max now. The only way you can add to Elite is if you purchase from the Scotland lodges.

I just completed an “owner’s update”. They were pushing the Max Elite with me. They now have six Max tiers to sell (and more importantly many opportunities to upgrade later). They were trying to get me to the first Elite tier which is the Preferred tier. They offered me dog weeks (high maintenance fees, low points) just to get me enough points to the Preferred tier. They even offered a “partial deed” which was good only for four days. Didn’t get into it but it sounded like salesperson speak. Of course all options were many thousands of dollars for the dog weeks.

Edited: The Hilton Grand Vacation’s website calls Max tiers 2-6 as “Elite”.Tier 1 is “standard” and non-elite.

 

[CalGalTraveler]

Sorry to hear about the OPs experience. I would expect better treatment for staying a month in Vegas.

IMHO...Although I don't always get platitudes when I check in and there is a separate line - per recent Maui Bay experience. Most of the time there is no line so it doesn't matter.

We do get the wristbands and have more frequently than expected gotten automatic room upgrades and always Elite discount for open season. We were upgraded at Elara to a 2 bdrm Grand Plus on the 50th floor on a discounted Elite Open Season stay in a regular 2 bdrm which was a nice boost. Premiers also get free reservations, guest certs, Lyft and a few other benefits.

I expect Open Season 15 - 30% discount benefit to deteriorate over time as DRI Max Owners book reservations during the 6 month window and reduce last minute inventory.

I didn't expect much of Elite status given how Tuggers are down on Elite, but so far I have been pleasantly surprised at how much I like it and won't give it up to move to Max. So it must be worth something. Would I have paid full price developer for it? Heck no. But IMHO it is a nice benefit on affiliate resale (Scotland, Valdoro, and Gulf) which offsets the risks of these purchases.

 

[Shmiddy]

It's the old adage - 'once everyone is special - no-one is'. There are so many Elite owners now, they have no reason to push it. We were promised all kinds of perks with Elite, got zip. At our last owner update (hard sell pitch) I told the sales person that everything he promised with Max (greater selection, special treatment, more access, etc) was promised with Elite a few years ago but we saw none of it - so why should I believe him now? Got the 1,000 yard stare, the 'oh sh*t, he's figured it out' stammering excuses and we were out the door. Not dropping another dime with HGVC, will use our points as best we can and hope they don't stab all the legacy owners in the back in the future.

 

[HaberHGV]

Salesperson speak: HGVC Legacy Elite is old school. What you need is the best thing since sliced bread, something that allows you to book upwards of 300 more resorts, something that saves you booking fees, something that brings you to a new level of Elite that allows you to strut with your head even higher, that something is HGV Max Centum+!

Fine print - Something that will cost you at least $50,000.

Well, just from personal experience (sadly), Premier + costs 170k.

 

[Janann]

I own with HGVC at another location, and I had serious check-in hassles at the Elara earlier this year. Recently I checked into a Marriott resort on an II exchange, and it was a completely different experience. The Marriott staff didn't disappear behind a wall while they tried to figure out how to check me into my room. Marriott was very quick and easy.

It seems like HGVC makes owners feel rather suspect at check-in. It is impossible to know why is it so difficult at the Elara for an HGVC owner to get their room.

 

[brp]

It seems like HGVC makes owners feel rather suspect at check-in.

Are you finding this common enough to warrant the generalization? While I can't say that special to mark our check-in process with HGVC, we've never had issues that have made us feel suspect.

Cheers.

 

[Eric B]

I'm elite but more frequently get acknowledged for my Hilton Honors status. Not sure that it makes a difference to me.

 

[ernststarhemberg]

I'll be on the lookout for the check-in process next time. Never really paid attention to acknowlgement of elite status, although I do like the convenience of the wristband!

Personally I'd prefer the patronizing status acknowledgment not be mentioned at all, but that's just me. I'm just here for the ClubPoints!

 

[Talent312]

I had serious check-in hassles at the Elara earlier this year. Recently I checked into a Marriott resort on an II exchange, and it was a completely different experience. The Marriott staff didn't disappear behind a wall while they tried to figure out how to check me into my room....

Maybe they were looking for a unit that wouldn't be in or near a problem area.
A while back at SeaWorld, they took time to find us a unit not next to construction.
They came up with 3 options and let us choose. I appreciated the effort.
.

 

[BingoBangoBongo]

My checkin process has overall been pretty positive, other than a woman hovering with a clipboard at Seaworld three different days while I checked into multiple rooms for a large group. The funniest one was a rep at the District who insisted I was Elite, “it says so right here” she stated pointing to her computer screen. I have no idea what she was looking at. That was even before I bought there.

 

[dayooper]

I’ve had good experiences checking in, but the best is always Ocean Oak. They are very friendly and cooperative. Last year we were arriving a bit early. Talked to a gentleman a month before and said that if we let them know we were in early, let them know a couple of hours ahead and they might get us in. I called and they said not going to happen. We arrived at 2:00 and the first said our room wasn’t ready but the other person said we were all set, checked us in and thanked us for choosing Ocean Oak.

The only issues I have had were Chicago messing up our $100 return and Tuscany Orlando not giving us a discount they said they would. Then when I said I was going to purchase them through another provider, we all of a sudden got the discount.

 

[CalGalTraveler]

I own with HGVC at another location, and I had serious check-in hassles at the Elara earlier this year. Recently I checked into a Marriott resort on an II exchange, and it was a completely different experience. The Marriott staff didn't disappear behind a wall while they tried to figure out how to check me into my room. Marriott was very quick and easy.

It seems like HGVC makes owners feel rather suspect at check-in. It is impossible to know why is it so difficult at the Elara for an HGVC owner to get their room

YMMV. No problems usually at HGVC. In fact one member of the front desk staff at W57 came around the desk to give me a hug to welcome us back. We always felt like we are visiting a second home as owners there. Also welcome at Lagoon. I told my story earlier in thread about good Elara upgrade.

Key is to chat with the front desk and make them feel respected. They get the same grind with every customer demanding rooms e.g. this and that is wrong - so showing respect and talking about the weather, location. how excited you are to be visiting again is refreshing for conversation. They will go the extra mile if they can.

Kingsland and GI was impersonal but satisfactory. Maui Bay front desk was inexperienced because this is a new resort so I give them a hall pass. The bell staff at Maui Bay was super friendly though.

I had the opposite experience at MVC Ko Olina. The entire experience was a disaster. From long check-in lines, an unexplained wait for our room until 7 pm to bad smells and wet carpet in our room to uncaring staff when we discovered many roaches in our room.

 

[ernststarhemberg]

I'd say the only checkin experience I've had with HGV that was less than very good was at Liberty Place. I attribute it to inexperienced staff, but the trouble is in the four or five stays I've had at Liberty Place, the check-in quality seems to be the least consistent of any HGV resort I've been to.

Ocean Oak is great, and at least in my experience Elara front desk staff have ways been professional and accommodating. Ambushes by the clipboard lady have been less frequent than before, as well.

 

[PamMo]

We were just at Elara for a couple of nights, and I thought the service was excellent. The front desk was very accommodating (I can confirm there is an Elite check-in desk), and she was determined to give us a room we'd be happy with. We were traveling with our two young grandkids who've never been to Las Vegas, and they were hilariously super excited about all the city lights! When we arrived, the clipboard lady was hovering with talons outstretched, but when we were guided to the update desk, she took one look at our history and asked, "Is it true that you haven't done an update in over 10 years?" Yes, it's true, so we went straight up to our room (2BRLK), which was perfect - the TV wall blew the kids' minds!

Our stay at Elara was great. I just wish the pool stayed open later than 8PM. It would've been lovely to have a swim after the blazing sun went down!