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

  101 West 57th Street New York, NY 10019

  
• 

  Ocean Oak Resort by Hilton Grand Vacations

  41 S Forest Beach Dr. Hilton Head Island, SC 29928

  
• 

  Hilton Grand Vacations Company, LLC

  1250 22nd St NW Washington, DC 20037-1202

  
• 

  Varsity Clubs of America - South Bend Chapter, Inc.

  3800 N. Main Street Mishawaka, IN 46545-3110

  

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:09/21/2022

  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 was offered a promotional 4day/3night stay in Myrtle Beach, SC.
  10/21/21 My intentions were to attend the presentation so that I could receive the promised Hilton Honors points without committing to a purchase.
  David Smalley tried to be as understanding/relatable to my son & I as possible by detailing vacations that his family had taken & all the amenities that my son would be able to use.
  I was still reluctant to make a purchase because of all of the horror stories that I've heard in the past regarding timeshares, plus the fact of incurring additional debt that I wasn't ready for.
  I reiterated multiple times to David that I recently purchased a property for additional income when he suggested that I could also rent out my Hilton property for additional income but to not openly share that information with anyone. I asked why not. I was informed that they weren't allowed to share this information, for he could be reprimanded.
  I was then informed that I could apply for an***************** credit card to cover the down payment if I were unable to provide it. I said AGAIN that I didn't want to incur any additional debt, so applying for***** was a HARD no.
  I soon noticed that 3 hours had passed & my son was tired and agitated (so was I) & figured that I wasn't going to be able to leave without submitting. I finally gave in.
  The sales representative processed $500 dollars, & he filled out the***************** application!
  I was ASSURED I could sell back to Hilton if I no longer wanted the ownership.
  They never explained any of the financing, including the irrational interest/loan terms.
  The process lasted over 4 hours, but the signing part itself was the only thing that was rushed, giving me no appropriate or legal time to read.
  Now I'm sat with additional costs for a package of lies.
  I had no clue I could've changed my mind or I would not be in this mess.
  I feel I was targeted as a single woman with a wide-eyed child in attendance.
  LETTER ATTACHED
  

  

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 9, 2022/10/28) */
  Dear ******************,
  
  We are sorry your experience with Hilton Grand Vacations was less than satisfactory. Our Portfolio Services Team mailed you documentation on October 25th addressing your concerns. Should you have further questions, please contact Portfolio Services. 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:09/20/2022

  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.

  Gaylynn B***** from Diamond and I were discussing the possibility of canceling our timeshare which she has told us there isn't one unless we pay off our $90,000 "debt owed" to Diamond first, then we would have to apply to SEE if we can get out through something they call Transitions. Professionally speaking, the only thing "owed" here is our reimbursement for being scammed into purchasing this timeshare with this company. We were directed to the financial department who also reached out to us many times to discuss our exit possibility who told us about transitions in the end, however Gaylynn told us multiple times that we cannot be helped. Gaylynn also mentioned there were quality assurance agents at the sales meeting whose job is to make sure the contract matches with what the sales rep said, however, the quality assurance agent is not present during the meeting. Gaylynn went on to say it was OUR responsibility to make sure the quality assurance agent was properly doing their job, which we disagree with completely. I sent the following to her with no response back in July and am still waiting for answers: "Let me get this straight about the quality assurance agents.. Their ONLY job to make sure this LEGALLY LIFE LONG binding contract a NEW owner that knows NOTHING of other than what the sales represenetatives presented in the meeting MOMENTS before is about to sign is 100% completely accurate according to what was said in the meeting YET they were not present in the meeting SO THEIR ONLY JOB is relied upon that very NEW OWNER who knows nothing of this? That is the most ridiculous thing I have ever heard. There was no explaining in the process as far as signing the papers goes. We got maybe two or three words out of the quality assurance agent for each page signed. "This page is about fees, any questions? Sign here. This page is about usage, any questions? Sign here. aaaaaand sign here." Do you understand how crooked this sounds coming from you?"
  

  

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 9, 2022/10/11) */
  Dear **************,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. We understand that our Senior Resolution specialist has communicated to you via email to address your concerns on October 6th and October 10th. Should you have further questions, please contact our Resolution specialist their contact information is provided in the email sent to you . Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Diamond Resorts

• Initial Complaint

  Date:09/20/2022

  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.

  Dear Better Business Bureau,We are stuck in a predatory timeshare with the company Diamond Resorts and are looking to you for help. This company sold ** a product based on lies and unfulfilled promises and we do not intend to continue to pay this company for nothing. We have tried every other avenue and are now reaching out to your organization for help. We think that your company could get this process moving quicker and can help us in this problem that we are currently having. We are wanting a full release from the contract that is associated with us and a full refund if possible of the money that we have invested. Again, thank you for your help in resolving this matter and investigating this deceitful company.Sincerely,***** and ***************************

  

  Business Response

  Date: 10/17/2022

  Dear ***** and ***************************,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. A representative from our Resolution Team reached out to you and addressed your concerns. Should you have further questions, please contact our Resolution Team. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Diamond Resorts
  
  

  Customer Answer

  Date: 10/27/2022

  From: ********************* <*******************>
  Date: Wed, Oct 26, 2022 at 6:47 PM
  Subject: Complaint ID # ********
  To: Better Business Bureau <***************************************>
  
  
  Business Name: Hilton Grand Vacations, Inc.
  
  
  Kindly be advised after speaking with the representative, the conversation went nowhere and it was a waste of time because *************************** failed to communicate an update on my account, saying it could be two years or two days before it's resolved.
  
  
  
  *********************

  

  Business Response

  Date: 11/08/2022

  Dear ***** and ***************************,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. One of our ********************* Agents spoke with you on November 8th, 2022 and resolved this matter to your satisfaction. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Diamond Resorts
  

  

  Business Response

  Date: 12/22/2022

  Dear ***** and ***************************,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. One of our ********************* Agents spoke with you on November 8th, 2022 and resolved this matter to your satisfaction. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Diamond Resorts
  

• Initial Complaint

  Date:09/20/2022

  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 a timeshare through GoldKey, after an exhaustive sales pitch filled with lies. Diamond Resorts then purchased GoldKey and it is our understanding that Hilton Grand Vacations has now purchased Diamond. We have been requesting since 2018, through all three companies to terminate our contract. The responses from the timeshare parent companies have ranged from "sell it", to "GoldKey is out of business, we aren't responsible...". Now they aren't responding at all. At this point, they have to have been spending more money than it's worth with collection agencies and manpower to read and delete our requests. All we wanted was to end the contract and we could all go our separate ways. We were told during the sales meeting that ******* would sell if we weren't interested any longer. We found out that wasn't true even before ******* was bought out. As we said, no one is responding to us at all now. We are seeking assistance, a direction to follow now to end this all. Three years is a long time to request a simple, equitable termination of our contract but we won't give up until we get it.

  

  Business Response

  Date: 11/23/2022

  Dear ***************************,
  
  Thank you for taking the time to share your feedback. One of our Senior Resolution Agents emailed you on November 22nd, 2022 in response to your concerns. Should you have any other questions please contact ********* Services at the number provided to you. We consider this matter closed.
  
  Sincerely,
  
  Membership Support
  Diamond Resorts
  

  Customer Answer

  Date: 12/14/2022

  We do not feel as if our concerns were addressed properly due to Diamond stating that it happened too long ago to do anything for us. Regardless of the timeframe, we were still victims of fraud. *************************** explained that ******* can only review the contract agreement. So this company is allowed to get away with ANYTHING because of a contract agreement we signed their words mean absolutely nothing.
  

  

  Business Response

  Date: 12/31/2022

  
  
  Dear ***************************,
  
  
  We are sorry you are not satisfied with our previous response. As we were not present at the time of purchase, we can only go by what was signed in the documentation Should you have further questions, our Resolution Team remains readily available to assist you. We consider this matter closed.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

• Initial Complaint

  Date:09/19/2022

  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.

  This is to be our formal complaint against Diamond Resorts. We have been trying to resolve our timeshare issue with them for some time now and on 02/18/2021 we finally made headway. We spoke with a representative named Alexandra, who agreed to waive all of our late fees. All we needed to pay was $1,368.38 in order to qualify for their Transitions program. This would let us out of our timeshare contract with them and they even agreed that we would not have to pay our 2021 maintenance fees. We have sent in the payment and even received a confirmation letter that we were approved for their program. We also paid the exit fee of $1,000 and mailed in our mutual release paperwork. Since we didn't hear anything back we figured it was taken care of and done. However, Diamond has apparently changed their minds and then returned our check in January of 2022. We have reached out to them several times trying to figure out what is going on and we have heard nothing in return. We will not be paying more maintenance fees or an additional exit fee as this appears to be an issue on their end. We did everything they asked and were approved for their program and now we are asking that they follow through on their end. We are hoping that you can assist us in getting answers and finally bringing this to a close.
  

  

  Business Response

  Date: 12/20/2022

  Business Response /* (1000, 9, 2022/11/23) */
  Dear Mr. & Mrs. *******,
  
  Our Resolutions Team spoke with you on November 21, 2022 to discuss your concerns. Should you have further questions, please contact them. Their contact information is provided in the documentation. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Diamond Resorts

• Initial Complaint

  Date:09/17/2022

  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 owned a timeshare in Diamond Resorts and Hilton Grand Vacations was in the process of purchasing Diamond Resorts. In April, 2022, I was told I could purchase access to Hilton Grand Vacation properties. The Hilton salesman, Steve T***** and Jordan S***** the client relations manager, assured me I would be able to use Hilton properties not just Diamond Resort properties. I purchased an additional contract, *********, and paid in full $9,531. I have made multiple attempts to travel to Hilton properties, but I only have access to Diamond properties. The completion date for Hilton to make the changes was April, then May, summer, June, then August. Sales documents and communications have been on Hilton Grand vacation stationary. I believe Hilton has breached our contract because they have not allowed me to book any Hilton properties, only previous Diamond properties. I want a full refund.
  

  

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 9, 2022/10/20) */
  Dear ***********,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. Our Hospitality Services Team spoke with you on October 5, 2022 to address your concerns. HGV Max members have access to cross-booking of the resorts as of October 6, 2022 with additional benefits being released throughout 2022 and 2023. Should you have further questions, please contact Hospitality Services. Their contact information is provided in their prior communications with you. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Diamond Resorts
  Membership Support
  
  
  Consumer Response /* (3000, 11, 2022/10/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was sold Hilton Grand Vacations. My relationship with Diamond was fine, so why is Diamond responding? I have repeatedly asked to talk to a Hilton VP and was told Cassandra M***** would be "reaching out to me directly". Her contact information has not been provided and she has not contacted me. She was originally listed as a participant in the Oct. 5 meeting. Hospitality Services does not have the authority to resolve this dispute. Why did Hilton sales say Hilton properties would be available April,2022, May 2022, August 1, 2022, October 1, 2022, and now your response says throughout 2022 and 2023? Yes, I have questions! (see previous emails for my concerns)
  
  
  Business Response /* (4000, 13, 2022/11/12) */
  Dear ***********,
  
  We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. Our Sales Leadership Team is currently reviewing your case. We do apologize for any delays and will provide an update in 3-5 Business days.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

• Initial Complaint

  Date:09/16/2022

  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 attended a Hilton Grand Vacations timeshare session on 04/01/2022 and was advised I would received a one night stay at any ******* Suites and I would just need to submit the rebate and receipt from hotel stay issue receipt (see attachment Hilton Rebate - Mailed In). I received email indicating they could not honor my rebate since hotel receipt did not have price, location and arrival date. I faxed email showing receipt of what I paid for my hotel stay. I called and they advised that I needed receipt from hotel I explained to them the receipt I originally submitted was printed by the hotel during check out. It appears Hilton Grand Vacation is refusing to honor the one night stay which was promised during the timeshare session.
  

  

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 9, 2022/10/18) */
  Dear ************,
  
  We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our Marketing Team reached out to you on October 14th to address your inquiry and advised how the rebate refund process works. Should you have further questions, please contact our Marketing Team. We appreciate you taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

• Initial Complaint

  Date:09/15/2022

  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.

  Unfair and Deceptive Trade Practices:
  I purchased a vacation certificate for $223.88 on or around April 28, 2019. Due to covid, it was advised the packages would be extended. Earlier this week when attempting to make a reservation, the Agent, Ms. V******* is stating there are "additional fees" to be paid for the package. The "additional" fees were never disclosed at the time of purchase.
  

  

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 9, 2022/10/19) */
  Dear **************,
  
  We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our Marketing Team reached out to you on October 13th and address your concerns to your satisfaction. We appreciate you taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations
  
  
  Consumer Response /* (2000, 11, 2022/10/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The representative extended the expiration of the package to Dec 2023.

• Initial Complaint

  Date:09/15/2022

  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, 8/17/2022 I arrived for a 7 day booked stay at Liki Tiki Resort in Florida. I was given a 2 bedroom condo. About 2 days into our stay I began experiencing bit marks on my legs. We had been spending time outside so I assumed they were bug bites. On the third day I told my husband that I thought they might be bed bug bites, but I had no proof. By this time I had several other bites. On the 4th day I was very sick with a migraine and not feeling well at all due to itchy skin and not sleeping well. On the morning of the 5th day I complained to management because I was sure that I was being bitten by bed bugs. I checked both my children and they also had a rash on their legs and several bites. Management had security take a report and pictures of both me and my children and they moved us to another unit. They assured me many times this unit was clean and had no bugs. Upon arriving to the other unit we settled in and I spent most of the evening washing our clothing to prevent any bugs, wasting more valuable vacation time. The next morning we woke up to my daughter crying and saying the bugs were getting her. She had several bites on her legs and my husband found a bed bug in her bed and another crawling away. We immediately left. Upon leaving we threw away my children pillows, blankets, and stuffed animals since they were obviously contaminated. We also spent extra money getting home as we did not finish the day in Florida and changed our itinerary. Arriving home we had to spend money to treat our belongings and my husbands car which was contaminated. My husband also took off an extra day at work to deal with all these issues. I received an email with a claim number and have reached out several times with no response to Jenifer W***** at ********. Our claim number is ***********. At the moment we are seeking compensation of $1308.83 to cover what we have spent so far plus $500 for lost vacation time. My daughter and I are both very traumatized by this incident.
  

  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 12, 2022/10/18) */
  Dear***********,
  
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. A representative of the Resolution Team contacted you via email on October 10TH and by phone on October 14th to address your concerns . A follow up email was also sent on October 14th . Should you have further questions, their contact information is provided in the email. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Diamond Resorts

• Initial Complaint

  Date:09/15/2022

  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.

  After buying a preview package, which meant a discount stay, and 90 minute sales presentation, I was to be given 50,000 Hilton Honors points and a $100 voucher for a future stay. I have this in writing, on their Sales Agreement. Purchased 5 June. Sales presentation was 19 August. Upon departure I was told the 50,000 points would be deposited in 24 hours. It is 15 September, I have spent 4 hours total on the phone with Hilton Grand Vacations and Hilton Honors, and still do not have points in my account. Every time I call they say they can't help but provide another phone number. It's a run around, a game, and none of the benefits they offer will be provided.
  
  It is for sure a sales scam. I have this agreement in writing, but now that I'm not near them, I can get no resolution.
  

  

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 5, 2022/09/28) */
  Dear ***********,
  
  We apologize your experience with Hilton Grand Vacations has been less than satisfactory. A representative from the Marketing management spoke with you on September 20, 2022 to address your concerns. Hilton Honors points have been posted in your account. Please allow 5.-7 days to reflect in your account. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations
  
  
  Consumer Response /* (2000, 7, 2022/10/04) */
  (The consumer indicated he/she ACCEPTED the response from the business.)