Complaints
This profile includes complaints for Hilton Grand Vacations, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,480 total complaints in the last 3 years.
- 332 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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.
Initial Complaint
Date:10/25/2022
Type:Status:AnsweredMore info
Complaint statuses
- 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 timeshare in Hawaii in 2013, we were told this would be a great deal that we could not pass up, all we had to do was attend a 90-minute presentation regarding this "vacation package." We were there for hours; it was a lot longer than the initial 90 minutes they stated it would take. We were on vacation at the time, we attended presentation towards the end of it we told them we were not interested in purchasing this, they tried to use scare tactics against us that we would never be able to come to Hawaii again, if we did not purchase. They told us this was an investment, that we could sell it and make back the money we paid for or more and that was a lie. They should have told us there were similar timeshares being sold on the secondary market for as little as one dollar and the IRS values this timeshare at zero dollars, instead they lied to us for them to make a sale, that is NOT right. There were 6 salespeople involved in this, that is 6 people over talking and telling you information 6 different ways and for long periods of time, that is too much to take in and it was all based on lies. We were very intimidated during this, they never explained we had a timeframe to cancel if we wanted with a refund, the salesman gave us his information and when trying to contact him over and over we never heard a word back. We have been contacting Diamond who has merged with Hilton since 2021 they have provided no solution for their mistakes. We have requested termination repeatedly with no response. We will not stop until we receive the desired outcome. It is not right what they have done to us. Contract***********
Business Response
Date: 12/20/2022
Business Response /* (1000, 9, 2022/11/12) */
Dear Mr. and Mrs.**********
We are sorry your experience with Diamond Resorts has been less than satisfactory. Our Resolutions Team reached out to you by phone, email, and sent a certified letter on November 2nd, 2022 to address your concerns. Should you have further questions, their contact information is provided in the letter and emails . Thank you for taking the time to share your feedback.
Sincerely,
Member Support
Diamond ResortsInitial Complaint
Date:10/25/2022
Type:Status:AnsweredMore info
Complaint statuses
- 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.
Since taking ownership of this contract we have been required to physically call to make reservations, however, when we call nothing is ever available. We have been informed that we could not book online through the HGV website. This timeshare has caused a significant amount of stress in our lives emotionally and financially. We have not seen consistency with the information they provide owners, especially regarding fees. We have tried to reduce our payment and discuss our options with them but they only encouraged us to purchase more. We do not want more, we want out. In addition to this, the maintenance fees that we pay were not supposed to start until December of 2022, however, they started immediately after our purchase. We are now in our 70's and feel that we have been taken advantage of because of our age and lack of timeshare knowledge in general. We no longer wish to receive multiple calls each week asking for payments as it causes anxiety. It seems our lifetime "investment" has turned into nothing more than a money sump that promised a lot but, in the end, delivered very little.Business Response
Date: 12/17/2022
Dear *************************,
We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative of the **************** spoke with you and addressed your concerns. Should you have further questions, please contact HGV at your earliest convenience. Thank you for sharing your feedback.
Respectfully,
Membership Support
Hilton Grand VacationsInitial Complaint
Date:10/25/2022
Type:Status:AnsweredMore info
Complaint statuses
- 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 package for the Hilton Grand vacation on 09 Oct 2019, but when I tried to contact for a reservation now, I was told that this package is expired and there was no way to extend on call and asked to reach out to this email address given by reservation department (****************).
Customer Number: ***********
Contract Number: **********
Phone Number: ************
Reason for not using it till now
Soon after I bought this package, we entered a pandemic (Jan 2020) for more than two years, and I have two young kids (4 and 7 years), and I was not confident about traveling without vaccinations. The younger kid got vaccination only in August 2022 and required 3 doses. (please find the FDA link for reference)
***************************************************************************************************************************
Now that both my kids are vaccinated, we wanted to travel and found that my package was expired without any notification or call to renew it. This package cost me $1700, and I don't want to lose my money for a situation I cannot control.
I sent an email about this more than five days ago, but there has been no response, and it seems like a fraud. I want to either get refunded or provide an extension (With or without a nominal fee).Business Response
Date: 12/22/2022
Business Response /* (1000, 9, 2022/11/12) */
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 8-10 weeks for the funds to reflect in your account. We appreciate you taking the time to share your feedback.
Sincerely,
Membership Support
Hilton Grand VacationsInitial Complaint
Date:10/24/2022
Type:Status:AnsweredMore info
Complaint statuses
- 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.
In May of this year, I was booking a stay with the Hilton Hotels company when the customer service rep started talking about Hilton Vacation Packages. I listen to the options for the vacation package and decided this was something I could use during the summer, so I made the purchase. I should have been leary when the follow-up email outlining the package never showed up. Being that I travel quite a bit and am often booked at Hilton properties, I didn't think anything about it. I called in to book my stay in Las Vegas and was told the hotels in Vegas were all booked. I said, ok I understand perhaps I should look for other dates of travel. I called back a month later and the same thing happened. When I asked to speak to mgmt, they passed me around for an hour and assured me then that the next time, there would be no problem. In July my mom passed after a long battle with dementia and I really need to get away to just clear my head, so I called Hilton again only to be told that everything I requested was booked. This is ridiculous, how am I supposed to use the package I paid for if they are always booked every time you call? I want the package I paid for or my money back. I called several times and informed the representative, that if they did not follow up with me I would be reporting this to the BBB. It has been over three weeks and I have not heard from the Hilton company at all.Business Response
Date: 11/22/2022
Business Response /* (1000, 5, 2022/11/08) */
Dear *****************,
We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. One of our Marketing Agents spoke to you on November 7th, 2022 and extended your Marketing Package at no charge. Thank you for taking the time to share your feedback.
Sincerely,
Membership Support
Hilton Grand VacationsInitial Complaint
Date:10/24/2022
Type:Status:AnsweredMore info
Complaint statuses
- 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 VIP package on April 4, 2022 (contract #***********) from Hilton Grand Vacation Club for $1,695. At the time of purchase I was told that I could use the points at any of the HGVC resorts which I later found to be false. I requested a refund on May 17, 2022 via email and confirmed my desire for a refund on June 14, 2022 via email. I followed up on the status of my refund on August 26th & September 7th. I received a follow up email from Jason P*** on September 8th indicating that a check for $1,695 would be mailed to my home address as they could not credit my Hilton **** card. I again followed up via email on September 23rd and October 10th requesting a status update on my check. Additionally, I have called HGVC on at least 4 different occasions requesting a status update on when I will receive my refund.
It has been 19 weeks since I confirmed with HGVC that I wanted a refund (June 14th) of the $1,695 and I still do not have my refund along with the fact that I have been paying interest charges on my **** card as a result of the $1,695 charge while awaiting my refund. Hilton keeps saying the check has been cut but it hasn't been mailed. Again, this has been 19 weeks which is way beyond even their notification of a 6-8 week wait for refunds.Business Response
Date: 12/09/2022
Business Response /* (1000, 5, 2022/11/09) */
Dear ***************,
We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. Your case is currently being reviewed by our VIP Leadership Team. Please allow 3-5 business days for a follow up response. We appreciate your patience and thank you for sharing your feedback.
Sincerely,
Membership Support
Hilton Grand VacationsInitial Complaint
Date:10/24/2022
Type:Status:AnsweredMore info
Complaint statuses
- 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 wife and I took a trip with Hilton Grand Vacations back in Oct 2018. Ever since the vacation ended my wife and I have received hundreds if not thousands of phone calls from telemarketers from Hilton Grand Vacations. This is has felt like harassment since I've told a majority of them I want to be put on their do not call list for years. Both my wife and I have put our phone numbers on ************************** and we are still getting phone calls from them.I just received a phone call where I again asked to be placed on the do not call list and I was assaulted with verbal expletives and I've had enough of this game.Business Response
Date: 12/13/2022
Dear *************************,
We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. Our records indicate that your phone number was added to our Do Not Call list on February 19, 2020; your email *****le21@*****.com was added on September 8, 2020 and, your email **************@*****.com was placed on the list on December 2, 2022. Also, a representative of the Guest Experience team emailed a Fraud Report on December 5, 2022. Should you have further questions please contact Guest Experience at your earliest convenience. Their contact information was provided in the email sent. Thank you for taking the time to share your feedback.
Respectfully,
Membership Support
Hilton Grand VacationsInitial Complaint
Date:10/23/2022
Type:Status:AnsweredMore info
Complaint statuses
- 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.
Was told deal applied to 2 locations as I hadn't decided. Then after trying to book they said it only applies to 1 locationBusiness Response
Date: 12/05/2022
Business Response /* (1000, 9, 2022/11/10) */
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 VacationsInitial Complaint
Date:10/20/2022
Type:Status:ResolvedMore info
Complaint statuses
- 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.
Was sold on an "80% discount" package for Hilton Grand Vacations. Confirmed our desired dates and hotel were available before purchasing. Immediately called to book and was told nothing was available for our dates. We also learned that the only "qualifying hotel" in the area was actually cheaper to book online. Made multiple attempts to pursue other options and was always told they had "put the request through" and would get back to us. They never did. Tried emailing too. No response.
The 80% discount and promises of availability were fraudulent claims, false promises continue to be made about pursuing other options and reimbursement has been refused by the company on more than one occasion.Business Response
Date: 05/05/2023
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 VacationsCustomer Answer
Date: 05/08/2023
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:10/19/2022
Type:Status:ResolvedMore info
Complaint statuses
- 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.
On October 16th I booked (13 mos. advance) a 1 bedroom @ Polo Suites, Las Vegas from Hilton Grand Vacation Club which we are members. Because we are Premeir Plus members we are allowed to book 13 months in advance and also pick a particular room ( 3 times per year). I asked for a particular room and was given that room. I wanted it in writing and they said they could not do it but after 30 minutes talking and wanting to speak with manager I was finally emailed the confirmation room number. Later that day my other son wanted a room for the same date to bring his friends to Vegas. When I called 1 hour later they were all booked. I spoke with a manager and stated how can 2 towers of 18 floors be booked 1 3 months in advance. When I called just an hour ago there was all kind of availability. I can call for a room at the Polo for tomorrow and find a room with no problems. Why have a privledge of being able to book 13 months in advance before others when you can't use it? I just paid 25k a month ago and I can't use my privileges I paid for along with maintenance fees. The manager said Tracy will contact me within a day to help me. I did get a email from Tracy stating all rooms are full and keep trying some people may cancel. This was a line of baloney because we are the first people to make. Reservations before other members. Very frustrated because I know there are rooms available. Because there are 2 towers with 18 floors of rooms. They do not release to public before the 13 month window. I am not getting what I was promised. Hilton bought out Diamond resorts and I never had any problems like this in 12 years. Like I said we just spent 25k to convert to Hilton ((HGV).Business Response
Date: 01/10/2023
Consumer Response /* (2000, 9, 2022/12/06) */
From: ***** ***** <********************>
Date: Mon, Dec 5, 2022 at 9:40 PM
Subject: Re: BBB Complaint Case# 90324961 (******************************)
To: Better Business Bureau <********@findbbb.org>
Hi *******,
It took hours of phone calls (3 weeks worth) and few emails to finally resolve the issue. I fought like heck and did not give up and finally got the additional room for my second son. Am I happy to experience all this headache for no reason? No ! But finally it is resolved.
Thank you,
***** *****Initial Complaint
Date:10/18/2022
Type:Status:AnsweredMore info
Complaint statuses
- 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 am hoping for some assistance with my ongoing problems with Diamond Resorts/Hilton Grand Vacations. My Diamond Resorts Account # is *********. Two times in the past year, I was told by Diamond Resort reservation clerks over the phone that rooms were NOT available in my desired vacation facility. When I adamantly advocated for myself, requesting to speak with a Supervisor, and even offering to call a particular Resort's own Reservation Desk to enquire about current vacancies, the Diamond Resort clerk put me on call-holding, and finally offered me the booking dates and accommodations that I was originally requesting. I should not have to beg, plead, or threaten someone to be able to use something that I am paying for!
I raised several issues and concerns with Diamond Resorts re: the most recent sales contract dated 26 Apr 2022, and those concerns fell on deaf ears.
I cannot use this timeshare, but they make sure they are getting their club and maintenance fee payments every month. I have tried to resolve several issues with Diamond Resorts/Hilton Grand Vacations on my own multiple times, and get nowhere!Business Response
Date: 12/22/2022
Business Response /* (1000, 12, 2022/11/15) */
Dear ************,
We are sorry your experience with Diamond Resorts has been less than satisfactory. A Representative from our Resolutions Team had contacted you via phone call and email on November 9th , 10th , 11th and 14th to discuss this matter further. Please respond at your earliest convenience. Their contact information is provided on their email. Thank you for taking the time to share your feedback.
Sincerely,
Membership Support
Diamond Resorts
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