Complaints

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

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  Hilton Grand Vacations, Inc.

  6355 Metrowest Blvd STE 180 Orlando, FL 32835

  
• 

  Hilton Grand Vacations Company LLC

  102 West 57th Street New York, NY 10019-3302

  
• 

  Hilton Grand Vacations Company, LLC

  1430 Ocean Dr Miami Beach, FL 33139-4108

  
• 

  Hilton Grand Vacations Company, LLC

  329 NE Tradewind Ln Stuart, FL 34996-1710

  
• 

  Casa YBel Resort

  2255 W Gulf Dr Sanibel, FL 33957-6104

  

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.

• Initial Complaint

  Date:10/06/2022

  Type:Product Issues
  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 with Hilton a year ago, and it has been the worst mistake we've made. We are so infuriated when we think of the lies we were told like maintenance fees wouldn't go up, we can use it anywhere and anytime, how great it is that we can pass this to our kids, and we were never told that I would have to pay to roll our points over. We couldn't use our points at all last year because nothing was available, and then, I had to pay not to lose them. We have tried the "tips" our salesperson gave us and have had zero luck. I completely believe we were taken, and that we now "own" something that we will never have the ability to use, and at Hilton's benefit. We want out immediately, and we want a full refund considering there has been nothing utilized by us. We want this to be resolved immediately, and no one from Hilton is offering us help. If anything I feel they are running from responding to me. I am hopeful that this will allow them to see how serious we are, and have someone who can address our request reach out asap. Thank you.

  

  Business Response

  Date: 01/04/2023

  Dear *************************,
  
  We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. Our **************** Team reached out to you via phone and email on December 30, 2022 to address your concerns. Should you have further questions, please reach out to our Sales Team. Their contact information is provided in the email. Thank you for taking the time to share your feedback.
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations
  
  
  

  Customer Answer

  Date: 01/11/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  We don't accept the response we received. It didn't at all solve these issues. We were only offered assistance with reservations. No one will be able to help make this timeshare work for us because we were sold something that doesn't exist. We wouldn't have agreed to sign anything had we been told the truth. We were pressured, manipulated, and taken advantage of. We want to cancel and have our money refunded. Contacting us to try to change our minds is a waste of time. Our decision is final.
  

  

  Business Response

  Date: 01/31/2023

  Dear *************************,
  
  
  We are sorry you are not satisfied with our previous response.  As you have entered a legal and binding contract in perpetuity for the purpose of vacation enjoyment, we are unable to cancel your contract. The rescission period extended after the purchase allows the purchaser time to review the documents and cancel should you find the program unsuitable to your travel needs. In your case, the rescission period lasted 5 days from your purchase date.
  
  While our sales team would like for you to purchase, this is never required.  We believe that the HGV program was accurately represented in the written material that was provided to you at the time of the sale.
  
  As a part of your ownership, we offer to assist you with the help of seasoned Club Counselors who will guide you with optimization of your membership. You may contact a Club Counselor at ************ (U.S and ******) or ************ (International). The club member website, club.hiltongrandvacations.com, has a wealth of learning tools available as well.
  
  While we are not able to accommodate your request for cancellation, we remain readily available to assist you with optimizing your ownership. We consider this case closed.
  
  
  Membership Support
  Hilton Grand Vacations

• Initial Complaint

  Date:10/06/2022

  Type:Product Issues
  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.

  On September 18th, 2022 I called a Hilton hotel to make a reservation. Following this I was asked if I would like to hear about a promotion as a Hilton Honors member. A VERY long story short, I was offered a too good to be true travel opportunity. I wish I had the name of the agent, all I can say was it was around noon est on Sept. 18th. After giving my credit card number I received immediate confirmation from my bank that it had been processed, total Canadian funds charged to my card was $612.36! Before finishing the call I listened to the recap, I mentioned the information overload and my worry of not having all the details. My worries were met with reassurance that I would get all of this information via email in no longer than 36 hours. I still have not received ANY information whatsoever, other than my credit card being charged for what I feel is the biggest scam.
  September 28th at 8:56est, I called to follow up and share my concern around the legitimacy of this program as already they had not delivered what I was promised. I spoke to a lady Jasmine who continually told me the policy was clearly stated on the website. She did not seem to process the fact that I had received NO information, including a website, that would guide me. Further, that does not change the fact that I still had not received information that was guaranteed. After attempting to share my frustration, in a respectful manner, I asked to please speak to a manager as I was well aware she would not be able to help me rectify the problem. I was placed on hold to be transferred to her manager. 20 MINUTES later, I was still on hold and received a voicemail machine requesting that I leave a message with name and number and reason for call and that my call would be returned asap. This is October 6th and I have yet to receive a call from this company which I am left with no other recourse than to determine is a farce.
  
  I will NOT be putting any further trust in this company. Please Refund
  

  

  Business Response

  Date: 12/06/2022

  Business Response /* (1000, 9, 2022/10/31) */
  Dear ***********************
  We are sorry your experience with Hilton Grand Vacations was less than satisfactory. Our Marketing Team cancelled and refunded your marketing package. 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:10/06/2022

  Type:Service or Repair Issues
  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 had to purchase that day because ******* inventory was limited which was not true! I got permission to move up to Elite status if I bought it. This would guarantee reservations. This hasn't happened yet. I was told I would end up getting lower fees however they did not tell me about the additional financing. I was not aware the purchase reset the terms of the loan because I was close to paying off my last deed. I never saw any document showing how much interest was due for the life on the loan. Much non-disclosure took place. I saw no closing disclosure about the loan. They never discussed the mortgage payment increase. I went from receiving **** points per year to ****** points EOY. However the mortgage payment increased by 200/month. I was not told or shown this in closing. I did not see the Closing disclosure which showed a total payment of 65,457.60.Rental was discussed. I was told to approach family and friends about renting the timeshare. With my new level I would enjoy a larger reservation window to make bookings. That the rental income would pay all my fees. None of this was true.There was zero discussion of a rescission period. I never knew I had 10 days to cancel. The ** never went over this and I was led to believe no actions could be taken after signing the documents.During the signing of the agreement, the sales representative and his manager both put the pressure on to expedite the process, indicating that they knew I was in a hurry and wanted to get out of the meeting. Also, they both had another member meeting they needed to be involved in on a short basis. The signing of the contract was rushed and the contract was not completely reviewed nor do I remember any disclosure truth and lending document. I was not allowed to review and read the contract before signing. They simply took advantage of my rush to get out and enjoy Las Vegas. Withdrawal from the agreement (timelines) were not discussed, nor the dollar value of interest paid for the l

  

  Business Response

  Date: 10/28/2022

  Dear ********************************* ,
  
  We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. As you have entered a legal and binding contract in perpetuity for the purpose of vacation enjoyment, we are unable to cancel your contract. The rescission period extended after the purchase allows the purchaser time to review the documents and cancel should you find the program unsuitable to your travel needs. In your case, the rescission period lasted 5 days from your purchase date.
  
  While our Sales Representatives went over the main points on the contract, you were free to review the documents and contact us with questions thereafter. Please note that you were also given a rescission period to look over the contract and, in the event, cancel if you decided not to continue with the purchase. Since the rescission period has passed, the contract is now legally binding between the buyer and seller.
  
  Regarding additional fees, the Statement of Understanding in your contract, outlines the potential increase of fees in which (Mr) initialed they reviewed. This states, "Your assessments (sometimes referred to as maintenance fees) include real estate taxes and are due at the beginning of each calendar year...The Assessment amounts are subject to change in future years in accordance with the governing documents of the Project."
  
  Regarding rental income, the Statement of Understanding section titled Personal Use Only states, "The vacation ownership interest purchased is for your own personal vacation use and enjoyment only and should not be for any financial or monetary advantage such as rental income or appreciation." This was signed by ****************** at the time of purchase.
  
  As a part of your ownership, we offer to assist you with the help of seasoned Club Counselors who will guide you with optimization of your membership. You may contact a Club Counselor at ************ (U.S and ******) or ************ (International). The club member website, club.hiltongrandvacations.com, has a wealth of learning tools available as well.
  
  While we are not able to accommodate your request for cancellation, we remain readily available to assist you with optimizing your ownership.
  
  Sincerely,
  
  
  Membership Support
  Hilton Grand Vacations
  

  Customer Answer

  Date: 11/03/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  There was zero discussion of a rescission period. I was shocked when I found out months later there was 10 days to think over the purchase. The ** in closing never went over this part with me and I was led to believe that no actions could be taken after signing the documents.
  The closing was rushed and the Qa did not entertain any questions. They did not give me time to read the contract. I got no copy of a signed contract. I never saw a Statment of Understanding. I never saw the Closing disclosure. Specifically that would show a totoal payment of $65,457.60!
  
  No maintenance fees were ever discussed.I had no clue they would be increasing by over $400/year. The sales manger promised that I would be paying less in maintenance fees and enjoying a larger reservation window with this upgrade.
  
  Rental was discussed. I was told to approach family and friends about renting the timeshare. Because with the upgrade i would move to a new level and enjoy a nlarger reservation window to make bookings which did not happen.
  
  In the response several of my other issues were not even addressed. The sales rep never discussed the increse to the mortgage payment. I went from receiving ***** points/every year to ****** points EOY.This increased my mortgage payment by 200/month. No shown in closing. The interest rate was not discussed. I was told I would be paying less interest than my last contract which was 13%. The rate ended up being higher.
  

  

  Business Response

  Date: 11/14/2022

  Dear ********************************* ,
  
  We are sorry our last response was less than satisfactory. We have emailed you a copy of your Purchase Agreement on November 14th, 2022 to further review. The Purchase Agreement discloses the rescission period.
  
  While our Sales Representatives went over the main points on the contract, you were free to review the documents and contact us with questions thereafter. While our Sales Representatives would like you to purchase or upgrade, this is not a requirement and can be declined at any time during the sales tour.
  
  In regards to your monthly payment it is disclosed in the automatic payment information form, which was signed by you at the time of purchase.
  
  Regarding renting your timeshare to family or friends, you may book a vacation for a guest with the appropriate guest certificate.
  
  As a part of your ownership, we offer to assist you with the help of seasoned Club Counselors who will guide you with optimization of your membership. In regards to your home week you have one year in advance to book a reservation, This is consistent with any purchase. You may contact a Club Counselor at ************ (U.S and ******) or ************ (International) for further assistance . The club member website, club.hiltongrandvacations.com, has a wealth of learning tools available as well.
  
  While we are not able to accommodate your request for cancellation, we remain readily available to assist you with optimizing your ownership. We consider this matter closed.
  
  Sincerely,
  
  
  Membership Support
  Hilton Grand Vacations
  
  

  Customer Answer

  Date: 11/16/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was required to attend the owners update and they would not let me leasve. I had to deal with multiple individuals bombarding me with numbers to show how good of a deal this was. There was no discussion of a rescission period. This was not covered in closing as were none of the contents of the contract.I never saw the closing disclosure or the automatic payment form.

  

  Business Response

  Date: 12/02/2022

  Dear *********************************,
  
  While Our sales team would like you to purchase this is never required. The rescission period is disclosed in the purchase agreement of your contract; this was signed by you at the time of sale.
  
  We consider this matter closed.
  
  Respectfully,
  
  Membership Support
  Hilton Grand Vacations
  
  

• Initial Complaint

  Date:10/06/2022

  Type:Product Issues
  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.

  What Diamond Resorts and Hilton Grand Vacations have done to me at 87-years-old is so heinous I've had to give power of attorney to my son to assist me in handling the elder abuse case we are opening against both companies. Between the ages of ***** years old, two particular salespeople *********************** and **** ********************* have tricked me into 3 additional contracts with an astounding debt of $360,000.What you will get from their salespeople are lies, misrepresentation and up-selling so they can "hook" you into a commitment. They offer you free gifts or short vacations to entice you to listen to their next deal/pitch. *********************** has 10 formal complaints against him, and **** ********************* has 3 formal complaints against him according to the research my son has done. Salespeople like *********************** and **** ********************* entrapped me between the ages of ***** and acted like I was someone who was considerably younger. When someone is between the ages of ***** years old, they do not always have the mental acuity and comprehension as someone who is much younger. In a phone conversation I had about this matter, Hilton had a response for everything.They dismiss, deny, and deflect any wrong doing regarding the tactics and high-pressure sales pitches their salespeople execute. This horrible experience I have had with these salespeople was not good enough for Hilton to acknowledge. They claim any concern or criticism of their sales people as "verbal allegations." Hilton protects their product but they do not enhance it with this type of treatment. It is considered regular business for them. So, where is the oversight at this company? Did not one single person question the ethics of these sales? How does an 87-year-old with declining health and cognitive issues utilize $360,000 worth of vacations? During the call I had, they acted as if Diamond and Hilton are two separate companies, yet there are press releases all over the internet showing how Hilton acquired Diamond.

  

  Business Response

  Date: 11/14/2022

  Dear ***********************************,
  
  We are sorry your experience with Diamond Resorts was less than satisfactory. One of our ************* Agents followed up with you on November 10th, 2022 addressing your concerns and reviewed your options. Should you have further questions, please contact ***************** Their contact information was provided to you during the phone call. Thank you for taking the time to share your feedback. We do consider this matter closed.
  
  Sincerely,
  
  Membership Support
  Diamond Resorts
  

  Customer Answer

  Date: 11/14/2022

  I had a phone conversation with a hilton representative regarding my complaint. However, I do not see or know where my complaint that I filed is posted online with the BBB. In addition, I called the phone number ************ (3:05pm PST) as this was given to me to connect with *****************************. However, the call did not go through and the recording said to please call again. There was no voicemail of any kind. I dialed the correct phone number multiple times to the same result. This is taking too long to process.

  Customer Answer

  Date: 11/17/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hilton talks like they are a straight arrow and act like no scrupulous things take place in their company. They stay within the boundaries of their business and are superficial in nature to the reality of what is being presented about their company. They trap people into their loans, maintenance fees, sure pay, etc. Hilton said nothing in my phone call regarding the high-pressure sales tactics of these sales agents, the lies, elder abuse, or the misrepresentation. There were 3 questions that I expressed in my initial post and Hilton never answered them. They provided no viable solutions. This is not a one-off complaint but rather, it shows the pattern of issues by this company where there is a mountain of evidence that has occurred to other people by the ***** complaints that have been filed. Hilton is LOSING CREDIBILITY and this will be pursued to every extent possible.

  

  Business Response

  Date: 12/02/2022

  Dear *******************************,
  
  We are really to sorry you are not satisfied with our previous responses. While our sales team would like you to purchase this is never required. Our ************* team previously provided you with ownership options; should you have further questions please contact them for assistance.
  
  Respectfully,
  
  Membership Support
  Hilton Grand Vacations

  Customer Answer

  Date: 12/06/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hilton did not offer any viable options and they know it since it's clear from other individuals on the BBB web site. Most people say their issues were not resolved.

  Customer Answer

  Date: 12/23/2022

  I received your email on 12/21/2022 about the BBB's position on my complaint being closed. However, I can not see where any of my comments and posts have been actually posted to the BBB web site since this process started in October 2022. Why is it so hard to find this? Will you direct me to the location on your web site that provides evidence that the BBB says what they mean and means what they say?

• Initial Complaint

  Date:10/05/2022

  Type:Product Issues
  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.

  We originally signed up for a Hawaiian vacation but since this was right around when Covid happened- we weren't sure if we should go through with it bc we didn't know what travel restrictions would come into play. We were reassured that we could extend this trip if we had to.
  Well obviously those restrictions happened and it was no longer an option to do that.
  
  We had to pay extra money to extend the package- which was never spoken about. But we felt obligated since we didn't want to lose our initial payment.
  
  We changed our trip to Myrtle Beach. We knew going after a big storm could cause issues so we called the hotel ahead of time to ask how bad their damage was and if they were still open.
  
  They told us everything was perfect.
  
  We boarded our dog- who always travels with us- but since this hotel didn't allow pets- we boarded her.
  
  We also had family meet us in town to enjoy the trip with their grandkids. This was our first family vacation in years! They set up with their camper at the campground.
  
  We arrived the hotel- the day after we called... and everything was closed! The pools! The beach access, restaurants, shops in the lobby , even elevator issues!!
  
  We legit could not enjoy this hotel. We stayed at the campground. We could have brought our dog. We could have brought our own camper!!!! And saved hundreds!!!!!!
  
  All around we wasted $350 plus the additional money to extend the package- plus money for someone to watch our pet!
  
  It was the absolute worst vacation ever. No one at HGV has cared. They told us to take it up with the hotel. And the hotel said since we didn't pay them $, they couldn't do anything
  For us.
  
  Super convenient!!!!!
  
  This was the biggest joke. I will Never trust them again.
  

  

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 9, 2022/10/24) */
  Dear **************,
  
  
  We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our Marketing Team spoke with you on October 14th and resolved this matter to your satisfaction. Please allow 7 to 10 business days for your refund and Hilton Honors points to reflect. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations
  
  
  Consumer Response /* (2000, 11, 2022/10/29) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:10/04/2022

  Type:Sales and Advertising Issues
  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.

  November 15, 2021 Total of $65,815 dollars. Most recent transaction (November 2021) sales price was $41,315 plus closing costs. HGVC transaction to provide 9600 (pre 2022) additional vacation usage points and account access to two programs. Diamond resort access and Elite program benefits. The previous transaction (June 14, 2019) sales price $24,500 plus closing costs provided 5000 (pre 2022) vacation usage points. Hilton presented the 2021 transaction indicating that we would have enough points, more than 14000 (pre 2022) points which would provide access to the Elite benefits and based on our HGVC membership access to newly acquired Diamond resorts. We received our 9600 additional points in 2022. We did not receive the our previously purchased 5000 points that we were told would be credited to us as the original $24,500 was towards the upgrade purchase.
  Hilton represented that we would have enough points for the Elite benefits level (14000 points) and access to Diamond resorts under our current membership if we made the November 15 retail purchase. This did not occur. Hilton misrepresented the basis of our transaction with them POINTS, ELITE BENEFIT, DIAMOND RESORT ACCESS. They have been paid in full and our assessments are current. Please see the attached for more information.
  We have left messages with HGVC. They have not contacted us regarding this with the exception of a Sales Manager eventually telling us that that we could buy a timeshare to have more points. Really?
  Our account with **** ********

  

  Business Response

  Date: 11/28/2022

  Dear ****** *****
  
  
  
  We are sorry that your experience with Hilton Grand Vacations has been less than satisfactory. One of our Resolution Specialists spoke with you on November 28, 2022 to address your concerns. They have sent your case to our Sales leadership team for further review. We thank you for taking the time to share your feedback.
  
  
  
  Sincerely,
  
  
  
  Membership Support
  
  Hilton Grand Vacations

  

  Business Response

  Date: 12/21/2022

  Dear ****** ****,
  
  
  
  We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A Representative from our Owner Relations Team has contacted you by phone and addressed your concerns and sent you a copy of your contract. Should you have further questions, please contact the Owner Relations Team. Thank you for taking the time to share your feedback.
  
  
  
  Respectfully,
  
  
  
  Membership Support
  

  Customer Answer

  Date: 01/03/2023

  From: *** ****
  
  Date: Tue, Jan 3, 2023 at 10:37 AM
  
  Subject: Re: Case ID ********
  
  To: ******* *******
  
  
  
  
  
  *******, Per our conversation. Hilton communicated to me 12/28/2022 and offered an option to resolve this issue. I communicated to Hilton on 12/29/2022 indicating that I accepted their offer. I will send a courtesy email to Hilton indicating that I have communicated this information to the BBB and that I am looking forward to final resolution as soon as Hilton can comply.
  
  Thank you.
  
  

• Initial Complaint

  Date:10/04/2022

  Type:Customer Service Issues
  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 have been a customer of Diamond *********************** Rancho Manana for 12 years, we frequently stay at this resort each year. On 8/15/22 I made a reservation that totaled $639.06 for 3 nights. That same day, my husband made a mistake and booked another reservation for that time period plus one more night for a total of $930.37. This was an obvious mistake, we have been a long time customer of the **********************, so we reached out to Rancho Manana that same day (8/15/22) to seek a cancellation and refund of the first booking of $639.06. We were told all bookings were final. This is unacceptable. We clearly made an honest mistake and contacted Rancho Manana the same day. We obviously didn't need two reservations for the same time period. Rancho Manana's phone number we called was **************. My husband and I seek a refund of the first booking of $639.06. I have attached both reservation/payment receipts.

  

  Business Response

  Date: 10/24/2022

  Dear *****************************,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. A representative from our Hotel Reservation Team reached out to you on October 19th to resolve this matter for you. Should you have further questions, please reach out to our Hotel Reservation Team. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  
  Diamond Resorts
  Membership Support
  

  Customer Answer

  Date: 10/28/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  We have been told that Rancho Manana has issued a refund to Expedia , however they will not tell us how much the refund was for. We need to have this information as we are going to report our dissatisfaction with Expedia as well to The BBB!
  Thank you
  

  

  Business Response

  Date: 11/10/2022

  Dear *****************************,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. One of our Resolution Team members called you on November 10th, 2022 addressing your concerns. Should you have further questions about your refund, please contact Expedia directly. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Diamond Resorts
  

• Initial Complaint

  Date:10/04/2022

  Type:Billing Issues
  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.

  Asked to cancel vacation with HGV in June. Vacation was scheduled in November. They agreed to cancel it back in June. Because I had a new debit card they said they couldn't credit it back to it. I informed them that ***** bank said they could and it would automatically go on to new card. Hilton said they would only send a check under the circumstances. It could take until September 28th. I have called several times. Can only speak to agent, I can not speak to supervisor, agent has to. Said they may have to request a check all over again if it doesn't appear on debit card. I can't get anywhere. Can only leave a message with corporate office. I'm out $1,658.04. Can you help? This has been going on since June and this is October. This is unacceptable and bad business.
  

  

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 9, 2022/10/31) */
  Dear ************ ,
  
  We are sorry your experience with Hilton Grand Vacations was less than satisfactory. Our Marketing Team cancelled and refunded your marketing package. 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
  
  
  Consumer Response /* (2000, 11, 2022/11/02) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I finally received a refund.

• Initial Complaint

  Date:10/04/2022

  Type:Order Issues
  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.

  Plse See Attachment

  

  Business Response

  Date: 10/26/2022

  Dear *************************** ,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. A representative from our **************** Team reached out to you on October 18th. A follow up email was also sent to you on October 19th and advise we are unable to grant ************ of your contract. Should you have further questions, please contact our **************** team their contact information is provided in the email. Thank you for taking the time out to share your feedback.
  
  Sincerely ,
  
  Diamond Resorts
  Membership Support
  

  Customer Answer

  Date: 11/05/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  In *******'s response they never addressed the issues that we have brought up to them on numerous occasions. These issues concerned the fraudulent statements they made during their presentation to us. Specifically, when we were in their office, we were on their computer and the representative showed us how we could go to any location of our choosing and if there was availability we would be able to stay at the chosen vacation location. However, when we returned home and got on our own computer in our own account, it would not allow us to reserve the same vacation spots that we chose when we were in the office. It gave us an error message stating that we did not have enough points to stay at these prime locations. It became obvious to us that while we were using their account information, they promised that we could stay at the chosen locations each year. But, once we entered them in our account, we were rejected and denied any availability to any of our chosen locations. We were defrauded by them showing us that we could stay anywhere within their program. But, once we returned home and entered the information into our own system, it showed that we would have to wait up to 5 years before we could even accumulate enough points to stay at these locations. As a result, we have never been able to take any desired vacation in their system because all of the places that they said we could go to were undesirable and nothing like we were promised. ******* needs to close our account and that is the only solution that would be acceptable from this fraudulent company.

  

  Business Response

  Date: 11/17/2022

  Dear **************************************** are sorry your experience with Diamond Resorts has been less than satisfactory. One of our Senior Resolution Agents has made multiple attempts to call on November 10th, 15th, 16th to address your concerns. At your convenience, please give them a call back to further discuss. We appreciate you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Diamond Resorts
  

  Customer Answer

  Date: 11/21/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have communicated with Hilton Grand Vacations, aka Diamond Resorts International via this response system through the Better Business Bureau. They indicated they attempted to contact me on November 10, 15, and ****************************************** As you can see in my response to them that was sent through the BBB system on or about 11/5/2022, they continue to not address the issues I brought up to them. This company has proven that they will defraud customers by failing to provide vacations to them that they promised through their presentation to us. They have also failed to address the issues that I have mentioned to them. My primary method of communicating with them must be through written communication rather than some phone call where I cannot believe what they say. I completely reject this business' proposed resolution.

  

  Business Response

  Date: 12/02/2022

  Dear ****************************
  
  We are sorry you have not been in contact with Diamond Resorts. We have requested them to send you a follow up email to schedule a time to further discuss your concerns.
  
  We look forward to assisting you.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

• Initial Complaint

  Date:10/04/2022

  Type:Product Issues
  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 HGV package but due to Covid-19 and me being deployed, for the past 2 years as a first responder, I was unable to use it.
  I have emailed and called several times in regards to a refund or to reinstate my package.
  I have NEVER received a response to my emails. I no longer want to book. Whenever I can get through NOTHING is ever available.
  I would like a full refund for what I paid on my package.
  My CONFIRMATION NUMBER: ***********. As a Diamond member, I am extremely disappointed in Hilton! I wanted to enjoy a vacation to include a cruise. I did sit through several hours of a timeshare that appeared to be a ripoff. It was definitely more than 2 hours and I felt like I was never going to be allowed to leave.
  Also, I was told that I had until 2022 to use my certificate but that was a lie.
  I just want my money back.
  

  

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 9, 2022/10/31) */
  Dear ******************** ,
  
  We are sorry your experience with Hilton Grand Vacations was less than satisfactory. Our Marketing Team cancelled and refunded your marketing package. 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