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

  1335 Avenue of the Americas New York, NY 10019-6012

  
• 

  Hilton Grand Vacations Company LLC

  1335 Avenue of the Americas 44th Floor New York, NY 10019

  
• 

  Diamond Resorts International

  1420 Ocean Dr Miami, FL 33139-4108

• 

  Hilton Grand Vacations Company, LLC

  1420 Ocean Dr Miami, FL 33139-4108

  

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:09/14/2022

  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.

  Hotel Reservation #*************
  Hotel: ********* (******* Resorts)
  Duration: September 4-8, 2022 (4 nights)
  Booking: Through **************** Travel
  Complaint Background: On Sunday, September 4 in the morning eastern time, I reached out to **** Travel to assist in rescheduling my hotel stay at ********* Resort (owned by ******* Resorts). The reason for the rescheduling was due to severe weather in the Cabo region that impacted my fight/travel plans. When **** contacted the hotel and ******* Resort directly, they were informed that the only way to execute a 'reschedule' would be for me to book an entirely new reservation for the same room type and stay duration at the same hotel and provide confirmation, before the check-in time. If done, the exist reservation would be canceled and refunded. I contacted ******* Resorts at +************** and confirmed this with a representative by the name of Matthew the same morning.
  When I hung up with ****** Resorts, I contacted **** Travel once again to proceed with the rebooking. The travel agent reached out to ******* Resorts to verify the rebooking and refund once again but got an entirely different response. That agent was told that ******* Resort would not honor any reimbursement, regardless of a new booking and your original reservation money is forfeited. Because of this confirmation from the travel agent, I did not rebook. It didn't make any sense to do so. I even contacted ******* Resort again the following day on this, only to be told by that representative that they would have honored that deal, but since it was already past the check-in date, it was too late.
  All communications with **** travel agents were recorded.
  The core of the Complaint: ******* Resort representatives were dishonest in communicating the company's refund/rebooking policies to its customers.
  Complaint Resolution: Either a full refund of the original amount paid for this reservation or rebook the rescheduled time I will be back i
  

  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 9, 2022/09/28) */
  Dear ****************,
  
  We are sorry your experience with ******* Resorts has been less than satisfactory. A Representative from our Resolution Specialists Team has contacted you by phone on September 21th and addressed your concerns. Should you have further questions, please contact the Resolution Specialists Team. Their contact information is provided on their email. Thank you for taking the time to share your feedback.
  
  Respectfully,
  
  Membership Support
  ******* Resorts

• Initial Complaint

  Date:09/14/2022

  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.

  07/28/2022
  $7,182.00
  Points, stays at their resorts
  They are deceiving, not transparent, I paid in full and in advance and I have not received any services
  I have contacted the business and spoken to several people
  Membership:************
  Contract:*********
  

  

  Business Response

  Date: 11/21/2022

  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 Sales Management Team reached out to you and advised we cannot cancel your contract outside of the recession period as you entered a legal and binding contract. While we are not able to accommodate your request for cancellation, we offer the help of seasoned Club Counselors who are readily available to assist you with optimizing your ownership. You may contact a HGV Max Club Counselor at toll free: 888-494-4482 or 407-722-3722. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations
  
  
  Consumer Response /* (3000, 11, 2022/10/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  As I explained before, the business failed to disclose the so call recession period.
  Also, the representative was rude, condescending and was please that she had to be on this call.
  
  Their customer service is useless.
  
  I do not accept this response. Please help me cancel this, I want my money back. They have not given me anything at all. They took my money and they couldn't care less about being HONEST AND TRANSPARENT. They are deceiving and use every possible excuse there is.
  
  Please help.
  
  
  Business Response /* (4000, 13, 2022/10/31) */
  Dear *****************,
  
  We are sorry you are not satisfied with our previous response. The recession period is disclosed in your contract that you signed at the time of purchase. We stand by our decision that we will not grant cancellation outside of the rescission period. Should you have further questions, please reach out to Diamond Resorts at 888-494-4482. We consider this matter closed.
  
  Diamond Resorts
  Membership Support

• Initial Complaint

  Date:09/13/2022

  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.

  In 2012, while in Maui, my wife and I stayed at the Kaanapali Beach Club. As soon as we checked in, we were asked to attend an hour-long presentation in exchange for "discounts". We obliged as we were looking to save money. The presentation took up more than 2 ½ hours of our time and by the end we had paid a $1,000 deposit to become "proud timeshare owners".
  
  If we had known that we were being lied to at the time, we would not have made this very expensive purchase. Our salesman told us that we were investing in something with an ever-increasing value that we could pass to our kids so they could benefit as well. What he didn't disclose was that our kids would have to pay high fees for the rest of their lives. Why would anyone want to put that strain on another person, especially your children? The salesman and his supervisor also told us that we could sell our timeshare easily if we ever wanted to get out. That has never been the case, there is nothing easy about this timeshare at all.
  
  Reservations have been another glaring issue. We have spent YEARS being frustrated by the lack of available units for times and places we wanted to visit. On the off chance we get to use our points, it's for undesirable times and locations. Then when we arrive at the resort, we are pressured and endlessly harassed into attending more meetings with discounts on trips and car rentals. Every presentation is longer than the last one. We wind up spending hours listening to someone make us feel ignorant and stupid for not upgrading. Because of this, we have contacted Diamond to get them to take the contract back. Their only answer was that they do not buy timeshares, only sell them.
  We attempted to go through their "Transitions" program to exit our timeshare and they approved us. We went through the paperwork and were then told we needed to pay them another $1,000. Haven't they taken enough of our money. A $1,000 seems like an arbitrary number and just another cash grab.
  

  

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 9, 2022/11/07) */
  Dear Mr. and Mrs.*********,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. A Representative from our Resolutions Team has attempted to contact you by phone on October 28th, November 3rd, and November 4th, to discuss this matter further. At your convenience, please give them a call back or follow up via email. Their contact information is provided in their follow up email and certified letter sent to you on November 3rd 2022. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Diamond Resorts

• Initial Complaint

  Date:09/13/2022

  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 sold a "vacation package." Basically a couple nights in a room at a discount. Salesman cited "Covid" and "drumming up business." I figured why not. Turns out it's a timeshare presentation that I'm required to bring my wife to (she can't attend as she is 9 months pregnant.) I tried to cancel this vacation "package" and they threatened an additional fee and no refund. This is terrible scam tactics. I am utterly disappointed that Hilton uses such scammy dishonest ways to sell their timeshare presentations. On top of that they booked their "tour" in Las Vegas and I was booked for Orlando. Disappointed.

  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 9, 2022/09/27) */
  Dear ***************,
  
  We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative of our Guest Experience Team has attempted to contact you via phone and email on September 17 and 19, 2022 to address your concerns. Please contact the Guest Experience team 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 Vacations

• Initial Complaint

  Date:09/13/2022

  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.

  I tried to cancel a non-cancellation room for 3 nights at this resort because of a family emergency. The money is supposed to be on credit, they keep telling me something different every time I speak with them. I have spent countless hours on the phone with them and they will offer no refund. I understand I agreed to it, however this happened and they said I could use a credit. Each time I speak with them, the parameters of the credit change according to who answers the call. At this point, I want a full refund on my credit card. I will never do business with them again and don't want to stay there. The latest thing they have told me is that the credit is good for 12 months, then also told me only 6. Zero consistency, They told me who to call to book, they also told me not to cal. I've literally spend 5 hours on the phone with them, spoken to ten people, and still no clear path forward with my "credit". I'm not confident my credit will exist when I'm ready to book again and for good reason. I want a full refund and hope you will advocate on my behalf. This organization deals with multiple third party agencies, each holds the other accountable to the issue. I am tired and calling them and hearing a different story every time, it is utterly frustrating. Thank you for your time. I've attached my original payment amount, a screen shot of the document telling my I can use until next June, when I was also told today only for the next six months. I understand I agreed to no cancellations, but these changes have cost my hours and hours of my time. Still no resolution. I will never stay there or do business with them again. I will only be happy if I have my money back to compensate for my time. I do not trust them to solve the problem after the amount of time I have spent trying to resolve.
  

  

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 14, 2022/11/03) */
  Dear ***************,
  
  We are sorry your experience with Diamond Resorts was less than satisfactory. A representative from our Customer Service team had reached out to you on November 2nd , 2022 and provided you with a booking solution. We appreciate you taking the time to share your feedback.
  
  Sincerely,
  
  Diamond Resorts
  Membership Support

• Initial Complaint

  Date:09/12/2022

  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.

  After I joined Diamond in February 2019, I attended an owners update meeting, at which a Diamond representative informed me that, based on maintenance fee increases, I was on track to pay $20,000 over the next decade (my ownership is a 10-year "intro points" trial). That is completely different from what I was told I would be paying at the original sales presentation! They told me the fees would stay low, but they have shot up year after year! Aside from that, I lost my points in 2021 because I didn't use them due to the pandemic, but no one told me they would expire, and a representative at the Liki Tiki resort told me they weren't even open, so how was I supposed to book? I just paid money that year for nothing. And when I do manage to book, I am dragged to more high-pressure sales meetings as a condition to stay at extremely sub-par resorts. Everything about this is completely different from what I was told, and no one at Diamond seems willing to hear me out.
  

  

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 9, 2022/09/28) */
  Dear ***************,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. A Representative from our Resolution Team has contacted you via email on September 12, 2022 and, a Certified letter has been mailed on September 22, 2022 to address your concerns. Should you have further questions, please contact the Resolution Team. Their contact information is provided on their email. Thank you for taking the time to share your feedback.
  
  Respectfully,
  
  Membership Support
  Diamond Resorts
  
  
  Consumer Response /* (3000, 11, 2022/10/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have not received a certified letter from them. This is just another lie from Diamond resorts. Just 1 of many from them. I have given them over $10,000 and they have lied, deceived, and treated me horribly. And the worse is the fact they took my points away from me during the pandemic. Other timeshares die not. Buyer beware with Diamond
  
  
  Business Response /* (4000, 13, 2022/10/11) */
  Dear ***************,
  
  We are sorry your are not satisfied with our previous response . We would like to refer you to previous communications from 2022 dated April 25th , May 24 th , August 23rd , September 12th , 14th ,22nd. We have addressed your request on numerous occasions both verbally and in writing, we consider this matter closed. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

• Initial Complaint

  Date:09/12/2022

  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 a timeshare under false representation July 2022 as a investment property great way to travel after payments of ten years the property will cost me three times the amount of the original loan the Hoa are high and expensive
  

  

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 5, 2022/09/22) */
  Dear **************
  
  We apologize your experience with Hilton Grand Vacations has been less than satisfactory. A representative of the Club Resolution Team contacted you via phone and email on September 14, 2022, to address your concerns. Should you have further questions, please contact Club Resolution team. Thank you for taking the time to share your feedback.
  
  Respectfully,
  
  Membership Support
  Hilton Grand Vacations

• Initial Complaint

  Date:09/12/2022

  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.

  I have been struggling to get in contact with Hilton. It has been an ongoing process to try andcorrespond with the appropriate department. I have spoken with the Honors team but do notwant to address my Honors account. That is beside the point. I am wanting to process acancellation on my entire account, my timeshare, and my honors account. I no longer want anyconnection with this timeshare. I feel I was wronged and manipulated in selling this unit andhave received nothing worth what I have paid. I believe I am owed a refund and we can classifythis as I am selling the timeshare back to you for resale.In that case, there will be no interference with the law and conflict of interest. Please havesomeone contact me in the proper department to resolve this matter.Kelley *******

  

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 5, 2022/09/27) */
  Dear Kelley *******,
  
  We apologize your experience with Hilton Grand Vacations has been less than satisfactory. Our Portfolio Services team e-mailed you documentation on September 19, 2022 to address your concerns. Should you have further questions, please contact Portfolio Services. Their contact information is provided on the documentation. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

• Initial Complaint

  Date:09/10/2022

  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.

  On 9/10/2022 at 10:49 AM, Eastern Time, I received a call from Hilton Grand Vacations (HGV) offering a 4 day, 3 night package to various cities for a total cost of $392.00. I am already planning a trip to the Orlando area from Nov. 3 - 8. Before accepting the offer, I reviewed the availability of the 4 HGV Orlando area properties on Hilton.com. All 4 HGV properties showed (and show as of this writing) as available for this timeframe. These properties are: Hilton Grand Vacations Club SeaWorld Orlando, Hilton Grand Vacations Club Las Palmeras Orlando, and Hilton Grand Vacations Club Parc Soleil Orlando, and Hilton Grand Vacations Club Tuscany Village Orlando.
  
  Later that same day, at 12:54 PM I called HGV to book my trip. After speaking to one agent, I was disconnected, and I called back and spoke to another agent at 1:01 PM I was told that, despite availability on the Hilton.com website for these dates, that no properties were available for the package I had purchased. I was told that the package has limited availability dates, which are different from regular availability. This was news to me! I asked to cancel the package that I purchased, and I was told that it was non-cancellable.
  
  I do not recall being told that package was non-cancellable, although it is possible. I have no desire to cancel, but I am unable to use what I was sold, and I feel that HGV was not forthcoming about availability issues at the time they sold me this package.
  

  

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 9, 2022/09/28) */
  Dear ****************
  
  We apologize your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our Guest Experience Team spoke with you on September 19, 2022 to address your concerns and has also attempted to contact you on September 23 and 29, 2022 to follow up on this case. Please contact the Guest Experience team via email at your earliest convenience at [email protected] . Thank you for taking the time to share your feedback.
  
  Respectfully,
  
  Membership Support
  Hilton Grand Vacations
  
  
  Consumer Response /* (3000, 11, 2022/10/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  On 9/19, I was told that this package was unavailable. I have made alternative plans.
  
  After filing this complaint, the position of HGV changed. Too little, too late!
  
  I await a refund.
  
  
  Business Response /* (4000, 13, 2022/10/22) */
  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, 15, 2022/10/26) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/10/2022

  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.

  Last year we attended an owner's update meeting in *********, which, as usual, turned out to be only a high-pressure sales pitch. After saying no over and over again, they made a last ditch offer which appealed to us. We bought a "VIP" package giving us additional points. We bought it on the basis that if we used the points correctly, we could get two weeks at selected resorts. The sales rep agreed that it was enough points for two weeks. The program allowed only one reservation at a time, so after completing our first week's stay we called the VIP line to make a second week reservation. We were then told that the program allowed only a total of one week's stay. We protested that we were led to believe we could make two week reservations and asked if they had many clients with such complaints. The rep was very open with us and confirmed that, yes, she gets a number of customers with incorrect expectations. She actually stated that when clients speak to them, "we tell you the truth".
  Meanwhile, a requirement of the VIP offer was to attend another owner's meeting. This was timely due to the need to manage our future ownership given the acquisition of ******* Resorts by HGV. Our sales rep was one of the most knowledgeable we had ever spoken with and lamented with us regarding some of our past experiences. A sales point in the upgrade we bought was that, by buying at the ******* property, it allowed for a 50 to 1 conversion of HGV points to Hilton Honors points. I had the rep make a copy of her notes showing us the details of our deal so I would have a simple reference as to what we should expect. We now find the conversion is only 16 to 1. We have tried to contact the rep repeatedly, even emailing a copy of the notes she gave for us highlighting the 50 to 1 conversion. We have heard nothing back.
  Our experience says that the part of the deal that makes it too good to pass up never turns out to be real.
  

  

  Business Response

  Date: 12/02/2022

  Business Response /* (1000, 12, 2022/10/20) */
  Dear *********** ,
  
  We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. Our Sales Management Team reached out to you on October 19th and October 20th and has left a voice message for you to reach out to the them in regards to your concerns. At your earliest convenience, please reach out to our Sales Management Team. Thank you for taking the time to share your feedback.
  
  Respectfully,
  
  Membership Support
  Hilton Grand Vacations