Review of Hilton Lake Las Vegas Resort & Spa 4*

Wow I've never experienced a Hilton like this one. The van they use to shuttle guest back and forth to the airport and strip is worst than riding a roller coast! The van has serious issues and not a vehicle I would feel safe putting or driving any guest in. The driver himself commented to the 6 passengers after they all spoke up about the van seeming to be falling apart while we were driving on the expressway that "he had let the hotel know that the van had issues but he guessed they had other priorities". I immediately after the ride called the Hotel. First, I talked to Amanda who was very concerned when I let her know my concerns. She let me know Whitney (a hotel manager would call me back immediately). When I spoke with Whitney I repeated my concerns and asked that on my return trip back to the Hotel that another vehicle be used. Whitney let me know that was not going to be possible and the Van just had an oil change and was checked at the dealer recently. I asked her to talk to the driver and rent a van if they did not have another vehicle, but do not put another guest in the Van before it was checked. I also told her if she could not take these steps she did not deserve to work for Hilton. She let me know immediately that she didn't appreciate me "taking my concerns to this level". She was correct, I was out of line with my comment. After my call I called Whitney back to apologize. I let her know I was sorry and out of line with the personal comment but had real concerns with the Van and the safety of the guests. I begged her to talk to the driver and ride in the Van herself. She said she would talk to the driver but was "too busy" to drive in the Van herself. Again, I stressed not to put another guest in the Van before having it checked out as it was unsafe to drive in. Just an FYI it's 8:30pm in Las Vegas and unlikely the Van could be checked tonight. I also asked Whitney to email me before my scheduled 10:30 pickup that the Van was safe. She agreed. If I get that email I will let you know and update or delete this post. Also FYI,! Whitney never once during our conversations said she "was sorry" or let me know that she shared any concerns. She just always let me know the Van was recently checked out during the dealer "Oil Change". Amanda however, showed a high level of concern when I spoke with her, appreciated me letting her know my concerns and was text book in how to handle a concerned guest. Please make your own judgement if this is the type of hotel you would want to stay at when the leadership of the hotel lacks basic customer skills. Please also note that it is only my opinion that Whitney could of handled this better. I'm hoping to update this with Whitney took the Van "out of service" until it could be checked by a professional. If I do not get the email from Whitney that the Van is safe, as she promised, I will be taking a Urber back to the hotel.