Absolutely NO customer service!Horrible Experience
I sent this exact review to Elara hotel and the response I recieved was: "We’re sorry you were unhappy - we’ll work hard to fix the issue you experienced. Thanks for letting us know." If this isn't a red flag I don't know what is..
Before arrival, I messaged the hotel three times before I received a response. We Wanted to upgrade to a suite because we had our one year old daughter coming. The front desk manager Michael finally messaged be back after contacting Hilton grand vacations head office. Michael said he could take care of my reservation. After I replied back I never heard back from him... I emailed him a second time asking if he received my message and asking if we were able to get the suite upgrade. Still no response. We arrived late at night after a long flight, Michael hadn't done a single thing... Our reservation was still the original. Very frustrating.
We paid for Internet for one day (just under $10 a day US) and for half the day my wifi I paid for didn't work! I was told that I had to stay on the hotel grounds- which I had. Waste of money, I was surprised that Internet had to be paid for by guests of the hotel.
There was a random $823 hold they never told me was put on my credit card by mistake. I spent the last 5 hours of my trip worrying about this and using long distance calling to call my bank and sort it out... The front desk of the hotel seemed bothered by it and at first refused to help.
Comment from Hotel Management
18-Apr-2016 by Eileen, Hotel Management
We’re sorry to hear you had issues during your stay with us and want you to know this is not the type of experience we aim for our guests to have during their stay. We have passed this feedback on to the appropriate departments for correction. We hope you’ll give us the chance to make it up to you in the future should your travels bring you back to Las Vegas.
Assistant General Manager