Holiday Inn Club Vacations Holiday Hills Resort Timeshare

Husband and I checked into Holiday Hills Branson with bonus time at 6:00 PM tonight for 3 nights stay. We have been owners for more than 15 years at SL Holiday Hills Branson, MO. After waiting 45 minutes, we were assigned to Building 27 Unit 563 A&B. Upon entering that unit we discovered it was as prior occupants had left it—unmade beds, dirty bath towels on counter and floor, trash in cans, dirty dishes in dishwasher, living room in shambles. I contacted the front desk immediately and returned to reservations after taking several pictures that I could show them. HH staff was very apologetic but made excuses that resort housekeeping is contracted by an outside company. I told them that their contracted housekeeping company is not doing what they are contracted to do; especially when I found unit that had been released for me to occupy. After another 45 minutes we had another unit assigned–Building I Unit 522 A&B. Happy to say that unit was as expected, except for a few minor issues that need maintenance.

My family and I have stayed at Holiday Hills numerous times and loved it but this trip was different! We arrived at about 9:30pm on Friday evening. The staff appeared annoyed and unfriendly when checking in. She had a passive-aggressive attitude with me which was not welcoming at all. When we got to our unit we looked all over the unit for the extra set of bedding to put on the pull out couch for the kids to sleep. We couldn’t find anything except a pillow stuffed in a drawer with dried blood on it. While looking for bedding in our unit we found a pair of dirty female panties under the edge of the bed. We called the front desk to ask for bedding. We were told security would bring it to our unit. I called the desk again about 30 minutes later to check on the bedding because it still had not arrived. The lady was very rude and said the security guy had 9 units before ours and would be there when he got there. I called again about an hour later and talked to someone from security and they asked for our unit number I gave it to him and he said no one ever sent him a request for bedding for our unit. He said he would have to wait for his relief guy to come before he could bring us any. I asked how long he thought that would take and he said about an hour. I offered To come pick it up from him but he said he couldn’t leave the guard shack to go get the bedding. I will say the security guy was very apologetic and kind when I spoke to him. We waited and waited and still never got bedding. We finally took a flat sheet from the bed my brother in law was sleeping in and the blanket from our bed to put on the couch so the kids could go to bed. We slept without a blanket Friday night. Our bedding finally arrived at 2am after everyone had already gone to sleep!

The bathtub stopper did not work. We had to stuff it with a wash rag and bathe quickly before the water ran out. The shower head spayed crazy and appeared to have been doing it for a while because the wall was puffy and paint was pealing near the ceiling. The toilet seat was coming off and we had to keep putting it back on.

In the past Holiday Hills equipped the kitchen with dish towels, paper towels, a small thing of dish soap, at least one extra trash bag and two dishwasher tabs. There was nothing in the kitchen to wash dishes with and no extra trash bag. There were no trash bags in the bathroom trash cans when we arrived. We went to the store across the street to purchase dish soap and paper towels. I thought about asking for them from the front desk but knowing how long it took to get bedding I figured it would be easier to go get it myself.

It’s sad to say this used to be one of our favorite places to stay.

Our stay was the third time we stayed with Holiday Hills resort. The last two times, the resort was evidently under different management, named Silverleaf’s Holiday Hills Resort, but displayed wonderful service and hospitality. We stayed for 7 days in what is now called Holiday Inn Holiday Hills resort, with a totally different experience this time. We were so disappointed with the customer service.

We checked in to the resort, received our key cards, and was sent over to another counter to receive our parking pass. At that counter, they tried to sell us show tickets for a lower price, but only if we would go through the usual timeshare presentation, lasting at least a couple of hours. We’ve been through this before and chose not to do this. We headed to our 2-bedroom condo. We could not enter our condo because neither of our two key cards would work, so we called the resort center. The woman told us to come back to the center to get them keyed again. Since it was at least a 10 minute drive back to the center and we were exhausted from our trip, I asked her if someone could bring us new cards. She said she would send someone out. 20 minutes later, we were still standing outside of our condo amongst our luggage. I called again. She said she would send someone. 10 minutes later, a security guard came with our new cards. He apologized for the long delay in getting into our condo. He had not been told that we hadn’t gotten into the condo.

We looked around our rooms. There had been a couple of lights left on. We discovered we had no hand soap in our bathrooms or salt and pepper in our kitchens. We called the resort office and they told us they would send someone in the morning with those things. Both toilet paper holders were falling off of the walls and the silverware basket inside the dishwasher would fall open and scatter silverware. We turned down the air conditioner in one of the living areas and settled down to eat what was now our cold carryout pizza. We noticed after being in the condo for awhile that the air conditioning was not cooling. We called the resort office once more to report the problem. Once again, they said that they would send someone in the morning to look at it since there was no one there that evening who could look at it. We then tried to turn on the TV/DVD system to watch a movie. Since we had a universal remote and not the remote we needed to change the input, we had to work blindly, pushing buttons on the side of the TV. We called the office yet again to see if they could help us to get the system to work. They couldn’t really offer much help. My friend never could get the sleep timer to work on her TV due to having only a universal remote. The kitchens were not stocked with cookie sheets, so we used the broiler pans.

The condo in years past used to provide coffee and dishwasher tabs for your entire stay. Under this new management, you are provided with two coffee pouches per kitchen, one caffeinated and one decaffeinated. They would provide no more coffee for the rest of your stay. You were given three dishwasher tabs per kitchen and no more. The condo sleeps 6-8, so there were exactly four towels, four hand towels, and four washcloths in each bathroom. If you wanted a fresh set of towels, you would be charged $8 for each set needed. The former management provided all of these amenities for free.

One morning, I had no hot water for my shower.

The pool close to the resort center was very nice, complete with a handicapped lift, should we have chosen to use it for my wheelchair-bound son.

What was so disturbing was the lack of concern for the problems we encountered during our stay. No one, except for the security guard who brought new key cards that first night, apologized for our trouble. Each person we talked to was matter of fact and/or made excuses. We never did receive hand soap or salt and pepper for our condo that week. We went out and bought those things and more coffee. The air conditioner did get fixed however. Thank goodness because that first night was very uncomfortable.

Branson is a wonderful place for family and friends to vacation, with an attitude of hospitality and generosity. Holiday Inn Holiday Hills Resort was definitely not a resort that represented Branson hospitality!

I arrived with my family yesterday at Holiday Hills, and though we arrived about an hour after check out we still had to wait two hours until our room was ready. The management claimed it was because they were short staffed and they still needed to clean our room. When we finally reached our room we found it extremely unclean. It doesn’t look like anyone vacuumed in the bedrooms at all and there are bugs everywhere. It’s sad because the rooms are spacious but the cleanliness just completely ruins the experience for me.