Nightmare of First Day at HGVC on Las Vegas Strip

It was a nightmare simply. It supposed to be a family friendly resort, but not really, and the staffs were not really trained well, and they didn’t know what we wanted.

When I got to there around 6:00pm with my wife and 2 kids (9 & 5 years) after 10 hours driving from San Francisco, I found that there's no room for us even though we made a reservation two months ago. It is my home base property, so I believed that I won't have any problem, but not really. After waiting for over one and half hours, we finally could get in the room at almost 8:00pm, but it's another problem.

On the kitchen floor, we found several pieces of broken glasses, and a couple of them are quarter inch length of pieces that were so dangerous, so we cleaned them, and went to the check-in counter to ask them to clean it again while we spent over a couple of hours in the pool.

When we came back to the room around 10:00, there were still a lot of small pieces of broken glasses. We asked to change the room to other safe one, but the manager said that there's no room, and offer me a 3 free night. I didn't accept that offer, because I wanted to be at the safe place, and it sounded to me as if the manager said "I gave you 3 free nights, so shut up". Whenever we complained about the room, all 3 managers who I talked offered me 3 complimentary nights immediately instead of changing the room where my kids could get injured.

It was a horrible experience that I have ever got at HGVC, and those managers need to know what the customer wants to get - not free complimentary nights, but safe and comfortable environment.

The other thing that I found was that people were allowed to smoke everywhere including a pool side where so many kids were playing and swimming, and we tried to find a better place and moved to avoid those smokers who drank at the same time. It’s totally not family-friendly destination.

My wife and I think about to sell our HGVC membership on Las Vegas Strip property and buy another place. We don’t want to go there again, and totally not recommend you who have kids.