In Feb 2009 my husband and I attended a timeshare presentation for the Planet Hollywood Westgate Tower in Las Vegas which were still being built. We did not purchase but were told about a 3 nite package we could purchase and use once the towers were completed. The tower was to be completed in 2010. We agreed to purchase the package for $645.00 for a 2 bedroom unit which we planned on sharing with my mother and my stepfather who also attended the presentation with us. We agreed to share the costs. We had to use the package by the end of May 2011.In 2010 my father became very ill with cancer and due to his situation we could not make any travel to Las Vegas to use the package. As May 2011 approached I knew we had to do something with the package or lose it. In early May 2011 my husband contacted the reservations dept. and was told there was room at the tower but it could fill up. My husband along with my mother was able to settle on a date for the use of the package. When my husband called back 2 days later he was told the Westgate tower was booked to August. When he inquired as to extending the package he was told there would be a service charge of approx. $199.00 plus a resort fee of $100.00 to extend. After several more attempts to book my husband was told they would put us up at another property in Vegas called the Flamingo Bay. My husband managed to obtain an extention to the end of June for $30.00. We arrived on June 26th to check-in. As we arrived at the property we immediately saw it was an old condo or apart. complex they had purchased to use. We checked in and was given a room. We arrived at the room and found to be dirty and not made up. We returned to the office and was given a second room. We learned we had to attend another presentation or we would be charged. When my husband tried to clarify the charge if we didn’t attend he wasn’t given an answer.Arriving at the new room we saw garbage in front of the door. Inside the room we saw the microwave had a crack in it. The refridgerator had dents. There was loose wiring hanging from speakers. It was not what we had expected after our preview of the tower back in 2009. I was so upset about the conditions that I refused to stay there. My husband and I stayed at the Vedera resort which costs us $150.00 for the nite. On the 27th we went to PH Westgate to resolve our situation. I was contacted by security in the front lobby when I explained our situation to other couples waiting to attend the presentation. I was told I couldn’t talk to anyone because it was against the law. (Apparently I had no freedom of speech rights) My husband and I then were escorted to the General Manager’s office. His name was Jym ( last name unknown). We explained our situation to him. He pulled up our contract on his computer because he told us exactly how much we paid for the package. We told Jym we did not stay at the Flamingo Bay and we were not going to stay there because that is not what we paid for and was promised. Jym called the Flamingo Bay resort and talked with the manager named Brian (last name unknown). Brian tried to argue with us about the conditions. When we told him to give us back our money or put us up at another location he told us he couldn’t help us. We didn’t understand why Jym even called Brian since he had nothing to do with our situation. Jym checked both the tower and Planet Hollywood for availability but told us they were completely booked.Jym brought a second person named Jessie into his office. We assumed he was higher up in the company but were never introduced or provided with business cards. We again explained our situation to him. Jessie told Jym that when we purchased our package in 2009 we were correct about being promised about staying in the tower. Jessie told us about 6 months ago corporate changed their policy about individuals who purchased their packages because owners were now given priority to book in the tower. Jessie even confirmed this with another salesperson who stated she was receiving complaints from other individauls who had purchased packages like us but could not get in. Jessie went to his office and called his boss. We were told there was nothing anyone could do and we needed to call corporate in Florida. We asked several times for them to call corporate for us but they refused. They wouldn’t even provide us with a room with a telephone so we could call. When I questioned Jessie as to why he was talking to us if he couldn’t do anything he told us Jym was the General Manager and he was the only one who could help us. I tried to no avail to talk to Jym again but he refused to help. It was now becoming obvious to me they were passing me around from person to person with no results hoping I would become frustrated and leave which I ended up doing. It was unbelievable the lack of customer service.I formed the opinion this was common practice and this was a form of bait and switch (whcih is illegal). A security guard remained at our side the entire time. He even followed me around when I went to get some coffee to make sure I didn’t talk to anyone else. When I questioned why he was there he told me I was being disruptive and they had received complaints. My husband and I left beling followed by the security guard.My husband and I later checked out of the Flamingo Bay. When we received a printed bill my husband noticed a exchange fee charge of $140.00 that was charged in Dec. 2010. We did not authorize the charge. This is about the time Jessie had told us corporate changed their policy and was placing individuals at the Flamingo Bay.My husband and I ended up spending another $241.00 for the next 2 nites for accommendations at the Monte Carlo Resort. What started out as a plan to spend my husband’s birthday on the 26th in Vegas turned out to be a nightmare.We have not contacted Corporate yet but will provide an update after talking with their representatives.
80 E. Harmon Ave. Las Vegas, Nevada United States of America