Hilton Vacation Club MountainLoft Gatlinburg

We arrived Friday as the storm hit, and my wife and I walked to the food lion on Saturday. It’s Sunday now, and we’re thinking about heading out. Thanks to the staff who stayed for three days and helped keep our stay safe and comfortable.

We liked our loft, but after an 11-hour drive we had to sit through the usual sales pitch to get our parking pass. Since it was a time share property, we expected the program pitch, but that pre-sales talk was too much and I was losing patience. The mountains were peaceful, but the dumpster pickup came every morning around 4:20-4:30 am. It was awful, and we left a day early because of it.

We went to the Myrtle Beach presentation on July 20, 2024, after being offered a “free” four-night stay. It turned into two presentations full of pressure, broken promises, and deception. We were told in Myrtle Beach there were no blackout dates, though there are, and that our whole family could come, with extra fees conveniently left out. Sales manager Kevin McGrill (ID #085483) personally acted as if “no” didn’t mean no. In Gatlinburg, my husband said we were on vacation and didn’t want to spend long there. We were kept for 3-4 hours anyway. Rep Kylee gave us her number and said she’d stay in touch, then disappeared. Justin Messer oversaw that presentation. Both times we were told the deal was available “same day only,” creating pressure to decide quickly. No one told us about the cancellation window, Truth in Lending disclosures, or that our children could inherit the contract. The perpetuity clause alone should be criminal. The flexibility isn’t there, the value is invisible, and support feels like a myth. The contract bears no resemblance to what we were sold. We were professionally bamboozled.

We took a three-day getaway and stayed in building 11, which I called the dungeon. From the start, the room was below our expectations. We arrived late in the evening after a long drive, tired, and found the mattress lying on a box spring on the floor with no bed frame. The next morning, after an update, we went to the concierge and asked for maintenance. A man came shortly after we returned. He had to strip the bed and lift it off the floor to install a frame. As he did, we all saw a mattress pad coated in dried urine. We were furious and disgusted. He asked if he could take it with him, and we assumed he was bringing it to his boss. Apparently, there have been other major issues with this contracted housekeeping company. Housekeeping was called to bring clean linens and another mattress pad. My husband had slept on that side of the bed. Dried urine can crystallize, and that could be a threat to someone with open wounds or, like me, a compromised immune system. The room wasn’t very clean either. We showed the housekeeper in charge what was dirty, and she “fixed it,” but seemed worried about her job. These things should have been handled before the room was cleared for guests. There’s no excuse for what we found. We checked out Wednesday. I started getting sick Saturday, and my husband got sick a day or two after me. We’re still recovering and saw our doctor twice in the past week because we were getting worse. He couldn’t prove it, but said that was more than likely where we got sick. Come on, Hilton, do better. Get your own housekeepers instead of using lazy contractors. That nasty urine-soaked pad was under us our first night. Totally disgusting. Yes, we have pictures of it all, and we’re 100% disappointed.