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Business Profile

Vacation Timeshare

Hilton Grand Vacations, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Hilton Grand Vacations, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 1,500 total complaints in the last 3 years.
    • 348 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/07/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I received an email from *** saying I would receive 1000 Hilton Honors points if I completed a survey. I completed the survey on 3/10/25, and I still haven't received the points. I've called twice and the problem hasn't been resolved. They just transfer me from one number to another, and then back to the original number.

      Business Response

      Date: 05/14/2025

      Dear *** *****,

      We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our Membership Support Team emailed you on May 14, 2025 and resolved this matter to your satisfaction by advising that you received ***** Hilton Honors points on March 31, 2025. Thank you for taking the time to share your feedback.

      Sincerely,

      Membership Support
      Hilton Grand Vacations

      Customer Answer

      Date: 05/14/2025

       
      Complaint: 23300996

      I am rejecting this response because:  The ***** points they are talking about were points I transferred from my partner's account, not provided by *** for the survey!

      Sincerely,

      *** *****

      Customer Answer

      Date: 05/19/2025

      Now I finally got the ***** points, so you can close this complaint.  Thank you.

    • Initial Complaint

      Date:05/01/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought a Hilton grand vacation package last year, but when I tried to book my trip, the agent said I can not travel alone since I am married. But my husband and I are separated but not divorced, so we would not travel together. The condition of "must be traveling as a couple for married people" was not mentioned when I bought the package, and the agent could not cancel the package when I requested. So I formally request to cancel the package and get full refund.

      Business Response

      Date: 05/09/2025

      Dear ***** ****,

      We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our Marketing Team cancelled and refunded your marketing package reservation. Please allow 7-10 business days for the funds to reflect in your account. We appreciate you taking the time to share your feedback.

      Sincerely,

      Membership Support
      Hilton Grand Vacations

    • Initial Complaint

      Date:05/01/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      From April ***** 2025 I stayed here. I paid the hotel, which included designated parking in the garage across from the hotel. I paid Ocean Beach Club directly for this parking and was given a parking pass by them and instructed where to park.On Sunday after checking in, I used my parking pass provided by Ocean Beach Club and parked where I was supposed to, completely within the lines of my parking spot. Three days later I went back to my vehicle and saw the front bumper was damaged. I immediately went back to the front desk. They said it was not their responsibility and to contact the garage. There was no contact info in the garage and no attendant present. They did not answer their ****** number. I went back to the hotel, the front desk manager, *******, gave me a number for the garage manager. He wouldnt help me. At this point I emailed *******. No response. I eventually went to the front desk and said I wasnt leaving until I talked to her. She came and said my email was forwarded to the ** (*****) and Loss Prevention (LP) and gave me GMs number.Called and left message, no response. No contact from LP either. I then let another message for ***** saying I will be contacting Hilton Corporate. Finally, LP calls me. Tells me to fill out a loss form and they will submit to Hiltons insurance company. I provided completed form early Monday April ***** has now been OVER TWO WEEKS SINCE I REPORTED THE DAMAGE TO MY CAR. I have still not gotten anywhere or heard from Hiltons insurance company.I have been given so much run around. It ruined my vacation as I spent it trying to resolve this with unresponsive Ocean Beach Club representatives. I now continue to try to make headway but I dont seem to be.I have not yet contacted Hilton corporate but may need to do that. I have also not left an HONEST ****** review of this ridiculous experience, but that is also soon coming if this is not resolved ******* stay cost $668.20. Im asking for a refund as goodwill

    • Initial Complaint

      Date:04/26/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a Vacation Introductory Program package for $1695 on November 12, 2024 at a timeshare presentation in *********. After making two previous attempts to book my vacation, I'm finding that the company has made it extremely difficult, if not impossible, to book a certain place for a particular date. If you want a popular location, the next nine months will be unavailable and you cannot book more than 10 months ahead of time so everyone who purchased a package are competing to be the first ones to book as soon as the narrow window of time opens. We buyers have no idea how many other purchasers there are, nor how many rooms are available, but based on my experiences it is apparent that Hilton has sold an unlimited number of packages while having an extremely limited amount of rooms available. With these failed attempts, I'm noticing that my time is running out--the package deal must be used before it expires 18 months from date of purchase (but they don't tell you that the first nine months will be unavailable). I will soon be forced to pick a different vacation location or lose my money. I have been deceived by the salespeople in that I was told how easy it would be to book, despite the fact I told them I'd want to go to ****, even saying that I could split my seven days between two places. What they didn't tell me is that I can't book the second place until I USED the time at the first place. I did find it in the contract, but if you do the math, it takes a minimum of nine months to get your first reservation. By the time you finish that vacation, there won't be time to get another reservation because after another nine months, the deal has expired. This is absolutely a scam to offer a split vacation when it is impossible to carry out.I was promised a week in ****** at the date of my choosing and they have failed. I want my money back since no services were rendered.

      Business Response

      Date: 05/09/2025

      Dear ********* ******,

      We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our Marketing Team is currently reviewing your case. Someone will follow up with you within 3 5 business days. We appreciate your patience.

      Sincerely,

      Membership Support
      Hilton Grand Vacations

      Customer Answer

      Date: 05/19/2025

      I received a phone and email message from Hilton on May 9th in which I immediately responded and left messages for both. Throughout the next week, I called nearly every day, but was unable to speak to the representative. They finally called again on the 16th in which I discussed my issues and I was told that I would get a full refund back to my credit card because I did not use the vacation package. I am currently still waiting for the confirmation email from Hilton and also waiting for the chargeback on my card, so I do not consider this resolved until the refund goes through. I will be happy to comment about my satisfaction of the resolution once I am refunded. Thank you

      Customer Answer

      Date: 05/20/2025

      I received a phone and email message from Hilton on May 9th in which I immediately responded and left messages for both. Throughout the next week, I called nearly every day, but was unable to speak to the representative. They finally called again on the 16th in which I discussed my issues and I was told that I would get a full refund back to my credit card because I did not use the vacation package. I am currently still waiting for the confirmation email from Hilton and also waiting for the chargeback on my card, so I do not consider this resolved until the refund goes through. I will be happy to comment about my satisfaction of the resolution once I am refunded. Thank you

      Customer Answer

      Date: 05/21/2025

      I received both a phone and email message today from Hilton, stating that I will receive a full refund in 6-8 weeks for the unused package. Since I have this in writing, I consider the case resolved to my satisfaction and I appreciate Hilton's willingness to work with me in this matter. 

    • Initial Complaint

      Date:04/25/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Jan *****, attended presentatation by Hilton at ********************************* in *******. Was given a cruise certificate with the promise of a 3-4 day cruise for attending the said presentation.Currently contacted cruise lines who denied my claim on the basis of my certificate number not matching my name. Attempted x 2, 4/20 & 4/24/25 contacted Hilton Grand vacations was told this would be rectified in a week. Never completed, no follow up from them and I still cannot schedule my cruise. I paid ****** for this opportunity thru Hilton Honors.

      Business Response

      Date: 05/07/2025

      Dear ****** *******,

      We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our Resort Management Team spoke with you on May 6, 2025 and resolved this matter to your satisfaction. Thank you for taking the time to share your feedback.

      Sincerely,

      Membership Support
      Hilton Grand Vacations

      Customer Answer

      Date: 05/07/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ****** *******

    • Initial Complaint

      Date:04/22/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      12/28/2024 Hilton Grand Vacations One of their agent keeps calling me about this promotion of $199 for 2 nights of stay at any hotel anytime. I was told it is refundable if I couldnt find a date and there is no other requirement. But it turns out that there are many restrictions on the date so I could not find any one when I tried to book a stay. And they, after the purchase, told me I had to attend a several-hour talk if want to use it. And when I called them to cancel, they said they are not refundable.Pure fraud. All lies. Arent them evil?

      Business Response

      Date: 04/25/2025

      Dear ** ****,

      We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our Marketing Team cancelled and refunded your marketing package reservation. Please allow 7-10 business days for the funds to reflect in your account. We appreciate you taking the time to share your feedback.

      Sincerely,

      Membership Support
      Hilton Grand Vacations

    • Initial Complaint

      Date:04/21/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      To Whom It May Concern,We initially joined the timeshare industry with ********, purchasing ***** points and paying an annual fee of $698. After Diamond Resorts acquired ********, we were subjected to relentless pressure to buy more points during mandatory, high-pressure "Owner Updates" disguised as vacation perks. Despite enjoying some vacations, the coercive sales tactics were overwhelming and misleading.We were eventually upsold to ****** points at the Concierge level, promised that wed never need more points or attend further presentations. These promises proved false. We were misled into believing we could sell back weeks or that the Legacy Program was beneficial, which it wasnt.After Hilton acquired Diamond in 2021, confusion and misinformation continued. We were falsely told Diamond points would be useless without conversion, and later, that our ownership could be resold for near the purchase priceagain untrue. Availability for bookings was often limited, with better units prioritized for the general ********* 2024, Hilton rep ************* promised to lower our maintenance fee by exchanging properties, not disclosing the $37,000 addition to our mortgage until signing. He later became unreachable, like many other **** before him. We are now $147,000 in debt, plus $10,000 on two credit cards, with no realistic way to travel or pay off this ********* 83, retired and on fixed income, this financial weight is devastating. Our children do not want this inheritance. We respectfully request immediate termination of our contract.Thank you.

      Business Response

      Date: 05/09/2025

      Dear ****** ******,

      A representative from our ****************** Team emailed you documentation on May 8, 2025 addressing your concerns. Should you have further questions, please contact ******************. Their contact information is provided in the documentation. Thank you for taking the time to share your feedback.

      Sincerely,

      Membership Support
      Hilton Grand Vacations

    • Initial Complaint

      Date:04/21/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Unfortunately, Hilton Grand Vacations (HGV) has not delivered on the promises made during the VIP package sales process where I ended up being rushed into signing it for $1,893.52 , and I am deeply dissatisfied with the service and experience provided.The sales presentation was misleading and full of inaccuracies. The information provided did not align with the contract terms, and the promises about the VIP Package benefits were grossly exaggerated and have left me feeling deceived.Despite the time-bound nature of the VIP Package, I have been unable to book any participating beach resorts for my family of 8. Every attempt to make a reservation has been met with the response that all resorts are sold out. This was confirmed through a phone conversation with an HGV representative, who informed me there were no available properties for the duration and time of the year I intended to book and the only option given was a small one-bed room at a property and on a date my family and I are not enthusiastic about, which does not meet what we are entitled to nor our needs. That makes me wonder: why would I buy a VIP package and end up using it on a cheaper stay that does not meet what I am entitled to?The VIP Package is set to expire at the end of September 2025, and with no available HGV properties for this summer, I cannot utilize the package I purchased. This is highly disappointing and unacceptable.I request a full refund of the amount paid for the VIP Package. Alternatively, I would like available spots in all participating properties until the current expiry date of my VIP package and maybe an extension of the VIP package beyond the current expiry date.Additionally, I urge HGV to review its sales practices and ensure that the information provided to customers is accurate and transparent.Sincerely, ******** **** ***** **************

      Business Response

      Date: 05/01/2025

      Dear ******** *****,

      We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our VIP Marketing Team emailed you on April *******, to address your concerns. Should you have further questions, please contact our Marketing team. Thank you for taking the time to share your feedback.


      Sincerely,

      Membership Support
      Hilton Grand Vacations

    • Initial Complaint

      Date:04/21/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was contacted by hilton vacation personal.About a time share presentation.They offer 4 days and 3night.For ******.I said ok.After a few days realized it have been lest then a year.Since my last ***************** them back to let them know.Asking for a refund.They told they credit **** rather l my 250 back..They have known my last time l did a presentation..

      Business Response

      Date: 05/02/2025

      Dear ******* *****,

      We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our Marketing Team cancelled and refunded your marketing package reservation. Please allow 7-10 business days for the funds to reflect in your account. We appreciate you taking the time to share your feedback.

      Sincerely,

      Membership Support
      Hilton Grand Vacations

    • Initial Complaint

      Date:04/17/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      November of 2024 while at a shopping mall, I was approached and sold a vacation as a single woman for a total of $223. charged to my debit card. I had first booked to *************** but ultimately stayed at their Homewood Suites property. I had until September 2025 to book. Recently I decided this was a good time to travel as i'm looking toward traveling in retirement and had lost my brother. I booked for April 7- April 10 and had a great stay. I went to the presentation excited to learn more. However, after attending the initial presentation, I was rejected from the sales presentation because it was learned I have a live in boyfriend (co habiting). At no time was I informed I could not travel alone. At no time prior to booking was I informed by a ***resentative nor did I receive any documentation regarding this requirement. The sales *** left me and came back with a woman who walked me to her desk and informed me she wouldn't be giving me my gift and refund that day but I would have to call a number. I felt like I was treated as a lying thief after spending over $500. to visit this to get there. No one has responded to my numerous calls. I was told i'd get a call back within 24 hours and then again within 5 days. I would like a refund as promised.

      Business Response

      Date: 05/01/2025

      Dear ****** ******,


      We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our Marketing Team spoke with you on April *******, and addressed your concerns.  We appreciate you taking the time to share your feedback.

      Sincerely,

      Membership Support
      Hilton Grand Vacations

    Hilton Grand Vacations, Inc. is BBB Accredited.

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