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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

    • 1,505 total complaints in the last 3 years.
    • 365 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:04/20/2023

      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.
      My partner and I bought a personal preview package recently (confirmation # **********) for $171.35. We purchased the package because it seemed like a great value and an excellent opportunity to learn more about Hilton Grand Vacations. The package was for a 3-night 4-day stay in Virginia Beach, Orlando, or Las Vegas. We had the intention of traveling to Virginia Beach or Las Vegas sometime this summer or in early 2024.

      My partner is in the U.S Air Force and, unfortunately, received notice to deploy a few days ago. He'll be leaving at the end of June. I'm a mother, and as such so I'm going to be stretched very thin while he's away. Between taking care of the house, kids, and working full time, I can say with confidence that traveling won't be in our cards until after he returns.

      I tried to reach out to Hilton Grand Vacations about this matter via e-mail to inquire about cancellation. Rather than reaching back out about this matter, I got a voicemail asking me to book dates. It bothers me that Hilton Grand Vacations did not respond to my actual inquiry, and instead continued to try to sell me a timeshare. My family's living situation is about to change due to my partner's military status-- there's no way that we can go. Considering that this is the reason behind our need for a cancellation, this has left a very bad taste in my mouth that they chose to ignore my inquiry.

      Business Response

      Date: 04/27/2023

      Dear ***** ********

      We are sorry your experience with Hilton Grand Vacations was less than
      satisfactory. 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:04/19/2023

      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.


      Complaint: ********



      I am rejecting this response because: We don't accept this response. The only people who have reached out have avoided addressing one of our primary concerns which is that the salesperson, Jeremy C****, specifically coached us on what to say during the Quality Assurance Recordings.  How can Hilton hide behind that recording and ignore that Jeremy coached us precisely because he had lied to us?



      Sincerely,



      *** **** Susan V**, both of whom blew us off and refused to believe us. We are adamant that Jeremy lied to us, and we are seeking a full refund on that basis.

      Business Response

      Date: 05/04/2023

      Dear *** ****, 

      We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A Representative from our Customer Service Team spoke with you by phone on March 17, 2023 and documentation was sent to you on April 7 and May 3, 2023 to discuss this matter further. Should you have further questions, their contact information is provided in the documentation. Thank you for taking the time to share your feedback.

      Sincerely, 

      Membership Support
      Hilton Grand Vacations

      Business Response

      Date: 06/02/2023

      Dear
      *** ****,

      We are
      sorry your experience with Hilton Grand Vacations was less than satisfactory.
      Our Resolution 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

    • Initial Complaint

      Date:04/19/2023

      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.
      We attended a presentation on June 30, 2022 that was described to us as an update since Diamond International was bought out by Hilton Grand Vacations. We were led to believe that buying into Hilton was our only option. The option of being bought out was not presented to us. We were given misleading information about perks, especially the Luxury Saving benefit. We were also told the new website would launch in Aug. and we would receive extensive training by our sales rep. We were also shocked when our monthly payments were more than doubled what we were told. Please see the attached documentation.

      Business Response

      Date: 05/09/2023

      Dear **** ***** **********

      We are sorry you are not satisfied with our previous response. Our Customer
      Service Team sent a follow up email to you on May 8, 2023 addressing your
      concerns. Should you have further questions, their contact information is
      provided in the email. We consider this matter resolved.

      Sincerely,

      Membership Support
      Hilton Grand Vacations

    • Initial Complaint

      Date:04/19/2023

      Type:Product 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.
      CASE#: ******** - It will not be necessary to contact the company as I have resolved this amicably with themplication in error. They said they get a lot of requests and that we are not approved (even though they cashed our check for $1,000 as a means to pay for this relief). They said they are not approving it because we did not pay (in addition to the $1,000.00) the Maintenance Fees for the entire year. At the time we paid our Maintenance Fees, we paid the first quarter's amount ($437.08) because that is how they bill us. So we were and are current through April and they approved us and cashed our payment on 04/14/2023. So they are now stating it was their Title Departments' error that approved our application for the program but now they are saying they are no longer approving it because of this error they made. They accepted our signed, notarized package, and our check for the program but now are not approving us and not sending back our $1,000.00 payment.

    • Initial Complaint

      Date:04/19/2023

      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.
      We purchased a travel package for $397 that was falsely advertised to my family in December of 2022. When we attempted to book, 4 months later, and became aware that there was a timeshare presentation requirement, we were very surprised, upset, and immediately requested a refund. We were never told it was a timeshare at the time of purchasing and we are not interested in that type of property. We were placed on hold for long periods of time, hung up on no less than 3 separate times, and never issued an apology for the dishonest selling practice. We were given highly unsatisfactory customer service. We were eventually told we would have a refund but were not provided a cancellation number, email, or next level manager to confirm this, even though I adamantly requested any of the aforementioned. The refund did show up shortly after as a "pending" bank transaction but then disappeared shortly after that and was never finalized/returned. My bank confirmed that Hilton cancelled the pending transaction before it was refunded. I'm very disappointed that each step of my dealings with Hilton Hotels for this transaction has been so beneath the service I've come to expect from their brand. As of this posting, I am continuing to seek ownership and resolution.

      Business Response

      Date: 04/28/2023

      Dear ***** *******

      We are sorry your experience with Hilton Grand Vacations was less than
      satisfactory. 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:04/18/2023

      Type:Product 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.


      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 as long as the refund is completed within 7 to 10 business days.




      Sincerely,



      ****** ******s the calls are recorded, it was in the last 5 minutes, listen to the recording and you can hear for yourself. She was not able to do that and said I could call back after a few hours and someone should review it within 72 hours. I'm so frustrated and wish I never signed up for this deal.

      Business Response

      Date: 04/28/2023

      Dear ****** *******

      We are sorry your experience with Hilton Grand Vacations was less than
      satisfactory. 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:04/18/2023

      Type:Customer Service 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 completed a pre-paid vacation package with Hilton Grand Vacation. Confirmation number is ***********. Hilton account number is ********** Package was $168 for 3 nights, with 75,000 points added to my account upon completion of a sales event. Before I travelled, I received an email on Jan 3rd, 2023 from Hilton Grand Vacation stating I would get an extra 20,000 points if I book my trip by Jan31 and travel by Apr15. Words from email says “Your pre-paid Orlando vacation is waiting, and now you can receive a New Year’s bonus of 20,000 Hilton Honors™ Points for traveling soon. Your points can be applied toward future stays or shopping, so book your vacation dates by January 31, 2023, and travel by April 15, 2023, to enjoy this special offer.”

      To get the extra 20,000 points, I booked my trip on Jan23 and traveled on Mar25. After my trip, I received the 75,000 points mentioned in the package but I didn’t see the extra 20,000 points applied to my account. I called Hilton Grand Vacation at 800-932-4482 twice on 4/17/23 for this matter. Both of the representatives told me they’re not going to honor that 20,000 promotional points since I have already made my trip before I called.

      The email itself did not ask me to call or confirm before my trip. It only asked me to book and travel before the dates it mentioned, which I did. The representatives hung up on me upon me asking them to clarify where in the email said I would need to confirm the points before my trip.

      Business Response

      Date: 04/27/2023

      Dear ***** ***

      We are sorry your experience with Hilton Grand Vacations was less than
      satisfactory. Our Marketing Team spoke with you on April 25, 2023 and resolved
      this matter to your satisfaction. We appreciate you taking the time to share
      your feedback.

      Sincerely,

      Membership Support
      Hilton Grand Vacations

    • Initial Complaint

      Date:04/18/2023

      Type:Customer Service 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.


      Complaint: ********
       

      I am rejecting this response because the matter was not resolved to my satisfaction. I was informed that the radically low valuation was accurate. I was able to confirm that independently as well. They told me that this was common and expected. However, that means that they sold me an asset with a deceptive valuation. If they knew that the property interest was only worth $2-3,000, and knowingly sold it to me for $17,000 that does not seem like an honest business practice. Telling me that I was indeed duped by their marketing and sales department is not a satisfactory response.



      Sincerely,



      ******** ***************access to the same market research as HGV (given that they operate the only official exchange), I have to rely on logical proxy indicators.

      I discovered that the Orlando real estate market has had increased valuation. I discovered that Hilton securities have had increased valuation. I discovered that HGV has repeatedly told owners that the company is doing well, and that our value was increasing as a result of renovations and acquisitions. Indeed, HGV has proudly shared information about their industry awards.

      While staying at a resort on vacation with my family, on at least 2 occasions their sales departments tried to convince me of their increasing value in attempts to get me to invest more.

      Neither the HOA or the Board have shared any indication that ownership interests have lost their value.

      While I'm sure that the $38 Billion Hilton corporation has secured many legal protections, I have found their sales and resale practices to be dishonest and deceptive.

      Business Response

      Date: 04/27/2023

      Dear Dequincy ******** * ******,

      We are sorry your experience with Hilton Grand Vacations has been less than
      satisfactory. Our Portfolio Services Team spoke with you on April 19, 2023 and
      resolved this matter to your satisfaction. Thank you for taking the time to
      share your feedback.

      Sincerely,

      Membership Support
      Hilton Grand Vacations

      Business Response

      Date: 06/02/2023

      Dear
      DeQuincy ******** * *******

      We are
      sorry your experience with Hilton Grand Vacations was less than satisfactory.
      Our Resale 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

    • Initial Complaint

      Date:04/18/2023

      Type:Product 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.


      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,



      *** **

      Business Response

      Date: 04/27/2023

      Dear *** ***

      We are sorry your experience with Hilton Grand Vacations was less than
      satisfactory. 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

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