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

  
• 

  Hilton Grand Vacations Company LLC

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

  
• 

  Hilton Grand Vacations Company LLC

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

  
• 

  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:08/10/2022

  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.

  Original confirmation #: *********
  
  I was told by Bridget B**** that she would give me a refund of my 5day/4night package. When I tried to reach her, I was unsuccessful, although she still works for the company.
  On July 10, 2022 I spoke with Widjine and she assured me they would process the refund.
  On August 1, 2022 I had not received a refund so I called again and spoke to Tyler. He said the previous supervisor did not process the refund, and he had a supervisor there in person, and they processed the refund right then and there.
  On August 10, 2022 I STILL had not received the refund so I called AGAIN and spoke to Jasmine. She said that the notes never said anything about a refund and they were unable to give a refund. I asked to speak to a supervisor or someone higher up because we have a big problem then. She said her supervisor Jessica processed the refund, I said I didn't believer he as I've been told that EVERY. SINGLE. TIME. I've called.
  
  My UK phone is +************, my US number doesn't work.
  

  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/08/22) */
  Dear******************,
  
  We are sorry your experience with Hilton Grand Vacations was less than satisfactory. Our marketing team cancelled and refunded your marketing package reservation. Please allow 7-10 business days for the funds to reflect in your account. We appreciate you taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations
  
  
  Consumer Response /* (2000, 7, 2022/08/23) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/10/2022

  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 paid for a 5 or 7 day vacation with diamond resort Certificate # FC130DBB615B4D0FBBD66D95F3262E. I was told I had until July 19, 2022 to book the reservation and until September 19, to take the vacation. When I went to book the vacation I was told that there was an error in the system and that I would get a call back from on the last day I could book the reservation which was July 19, 2022 by a representative to after the find out what the issue was. I got a call back and was told that they could not honor the certificate because they fazed them out after the merger with Hilton. I told the representative I wanted a supervisor and was hung up on. I call back got a gentleman who explained that he ran into the same situation the week before with a lady who certificate was expired and they had to send an email to get a certificate reactivated but they were able to book her. That since my certificate was not expired that it should not be a problem to get my selection processed that it was a work around because of system issues after the merger with Hilton. I get an call from a representative ********************************* **************************************** Operations T ************ F 407.226.9505Orlando, ** ***** E ******************************************** W hiltongrandvacations.com who was rude and nasty with me and stated the only thing she could do is refund an activation fee. As a soon to be new Hilton owner that is currently in closing this is unacceptable. The customer service that I have received so far is beyond poor from the supervisors down through the ********** customer service number. No one was willing to help rectify the situation with booking errors because of the merger with Hilton.

  

  Business Response

  Date: 08/10/2022

  Dear *****************************,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. Our ***************** team has reached out to by phone and email to address your concerns. They have also refunded the activation fee due to inconvenience . 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
  
  

  Customer Answer

  Date: 08/11/2022

  8/11/2022
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They are able to provide me another voucher to be used but they refused and they refund amount the claim is different from what I paid.
  
  

  

  Business Response

  Date: 08/19/2022

  8/19/2022
  Dear *****************************,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. A representative of the Resolution Team has attempted to contact you by phone on August 15, 17 and 18, **** and a Certified Letter has been mailed out on August 18, 2022 to address your concerns. Should you have further questions, please contact the Resolution Team. Their contact information is provided on the documentation. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Diamond Resorts
  
  
  

• Initial Complaint

  Date:08/09/2022

  Type:Service or Repair 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 receiving no less than 6 (SIX) confirmation emails saying my vacation is booked nearly a month ago (July 12, 14, 27) I got a vague voicemail today (July 8) telling me to give them a call. When I call back, I spent 30 minutes speaking with 5 reps no one being able to tell me why I was told to call. Then I called back AGAIN and spoke with a 6th rep who finally tells me that there was an error and my vacation is actually NOT booked.
  
  When I asked why when I was sent no less than 6 confirmation emails, I'm told it's because those emails are automatically generated. From the customer perspective, I don't care whether the confirmation email is automatically generated or written from the grave by Conrad Hilton himself, a confirmation email (SIX TIMES OVER) is a confirmation. Especially when I booked flights and a cruise based around the dates that were CONFIRMED IN 6 CONFIRMATION EMAILS.
  
  So now I'm either going to have to cancel everything being put out THOUSANDS of dollars because of an error on HGV's part or I have to spend my own money paying for different accommodations because they refuse to make this right although there are 2 Hilton properties within spitting distance of each other where we were supposed to stay. The options they gave me are to cancel the stay at the resort for a refund (but then what about my flights or my cruise?!) or pay $147 on top of what I've already paid to stay an extra night at their resort. A MULTIBILLION DOLLAR CORPORATION telling their customer the only way to fix THEIR mistake is for the customer to pay them more money to stay an extra night because THEY screwed up.
  
  I feel it's only fair HGV uphold their original reservation. And if that's not possible, they need to find us accommodations on their own dime. I bought airfare and a cruise based on the SIX confirmations I received.
  

  

  Business Response

  Date: 09/20/2022

  Business Response /* (1000, 9, 2022/08/22) */
  Dear *****************,
  
  We apologize your experience with Hilton Grand Vacations has been less than satisfactory. A representative of Guest Experience Team has contacted you by phone and email on August 12, 2022 to address your concerns to your satisfaction. . Should you have further questions, please contact Guest Experience Team. Their contact information in the email sent. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations
  
  
  Consumer Response /* (2000, 11, 2022/08/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  HGV contacted me earlier and upheld their original reservation.

• Initial Complaint

  Date:08/09/2022

  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.

  We are reaching out to you to file a complaint against Hilton Resorts. We were going to be in *** ***** for a wedding and received an email from Hilton Grand Vacations offering low-cost hotel stay at HiltonGrand Vacations resorts. All we had to do was listen to a presentation. We would receive 12000 bonus points for completing the presentation. We weren't interested in a timeshare and had no intention of buying anything, but the presentation was too good to be true. We were pressured to complete the purchase right then and there, especially since we were going to celebrate our 40th wedding anniversary next year. That added fuel to the fire. It's the worst decision we've made in a very long time. The timeshare was supposed to be the gateway to dream vacations. We were shocked that once we made a reservation, we had to pay a reservation fee, and if we canceled, then there was a cancellation
  fee. There were fees for everything that was never explained to us. We spent a large portion of our retirement on this purchase and have not used it. I am a disabled veteran and this has been the worst thing I have ever dealt with. We were duped, and it angers us to know that people are out there like snakes in the grass waiting for their next victim(s). We tried to call our salesman, who had given us his cell number. We left a message to voice our displeasure, and to this day, he has not called us back. We reached out to Hilton as well for help, but nothing seemed to come from it. We are very disappointed in Hilton's lack of assistance in providing us with options to end our membership. Hilton's position was that we should have used the 5-day rescission period and canceled within that time. I'm guessing they catch a lot of people on vacation like us. The 5-day rescission period was over by the time we returned from
  our vacation. This has been difficult since we live on a fixed income
  

  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 9, 2022/08/22) */
  Dear *********************,
  
  We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A response letter addressing your concerns has been mailed on August 20, 2022. Thank you for taking the time to share your feedback.
  
  Respectfully,
  
  Membership Support
  Hilton Grand Vacations
  
  
  Consumer Response /* (3000, 11, 2022/09/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  To the BBB, we are reaching out to advise that we did not receive a response from Hilton addressing ANY of our concerns nor providing us with an option to end our timeshare membership. The letter that they sent us basically pushed the blame on us for purchasing a timeshare in the first place and not canceling it within five days of the purchase. We were not aware of all the issues that we would have with this timeshare at the time. We trusted their employees to sell us a timeshare membership they were verbally representing. We were unaware that they were lying to us and misrepresenting this timeshare to the point where it would impact our lives forever. We need Hilton to release us from this timeshare. We are not happy with the timeshare, and we are not happy with Hilton.
  
  
  Business Response /* (4000, 13, 2022/09/10) */
  Dear *********************,
  
  We are sorry you are not satisfied with our previous response, however, we do not offer a cancellation option outside of the rescission period. If you wish to exit your ownership, you may pursue the resale option. If you would like more information to begin the selling process, you may visit our website and complete the required form.
  
  Respectfully,
  
  Membership Support
  Hilton Grand Vacations
  
  
  Consumer Response /* (4200, 15, 2022/09/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The shocking thing about Hilton's response is that they have not acknowledged any of our concerns or THEIR wrongdoings. The continuous response that we have received is that there are no options for canceling our membership. Not once has their company reached out to us because they were concerned about our experience or even cared that their salespeople lied to us just to get us to buy this timeshare.
  
  So again, to recap our issues in hopes we can get a different response from them: We were never interested in a timeshare in the first place and had no intention of buying anything, but of course, the presentation was too good to be true. The fact that the decision had to be made before receiving the "gift" should have been our first red flag. The fact that it was marketed as an "investment" that would earn money and could be passed on to our heirs should have been our second red flag. We were never told that the maintenance fees would increase yearly, we had no idea how much the maintenance cost was, and we also didn't realize that the 10,000 points that we purchased were split into (2) 5000 points ownerships, 1 for me and 1 for my wife which equates to double the maintenance fees. Another scam they pulled on us just to get more money in their pocket..
  
  The timeshare was marketed as a way to satisfy our dream vacations for a low price.. We didn't realize that once we could book a vacation, we would have to pay a reservation fee (mandatory) and a cancellation fee (optional but suggested because life happens). There are also fees for transferring unused points. There's a fee for everything. We are better off booking through hotels.com for vacations. We were never able to find dates for several locations that we desired. Either the dates weren't available, or we weren't in the "booking window" which I still don't understand. We've spent a large majority of our retirement savings with this bad investment and, so far, have never used it and have nothing to show but a lot of debt. We were under the impression that we would be able to use points for Hilton Hotel stays, but the Club points have to be converted to HHonors points, and it doesn't appear to be an easy process to convert them, and the points are worth less. In conclusion, this timeshare is worthless, and Hilton has lied and deceived us in multiple ways.
  
  
  Business Response /* (4000, 17, 2022/09/27) */
  Dear *********************.
  
  We are sorry you are not satisfied with our previous responses. We believe the HGV program was accurately represented by the sales team and in the written materials provided to you. Consequently, the request for cancellation is respectfully denied. 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 ************. The club member website ************************************* has a wealth of learning tools available as well. Thank you for taking the time to share your feedback.
  
  Respectfully,
  
  Membership Support
  Hilton Grand Vacations

• Initial Complaint

  Date:08/07/2022

  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.

  During a business trip at a Hilton hotel, they sold me on a vacation package, where I would stay at a Hilton Grand Vacations Club resort on the ocean for 6 days/5 nights for $862 and i would need to attend a sales tour on one of the days I am there. The rep who I booked the vacation with specifically told me "Hilton Grand Vacation Club Resort" and since it was mentioned in the generic confirmation email it should have been saved that way in the system. This was to be approximately a 75% discount for attending the tour. I recently received a communication that I would now be booked at a different hotel that is not near the ocean and not at the same level as promised. I feel they pulled a bait and switch on me to take my money and give me less in return, while at the same time force me into their high pressure sales tour to get me to purchase a vacation ownership.
  

  

  Business Response

  Date: 10/11/2022

  Business Response /* (1000, 9, 2022/08/24) */
  Dear**************,
  
  We are sorry your experience with Hilton Grand Vacations was less than satisfactory. Our marketing team cancelled and refunded your marketing package reservation. Please allow 7-10 business days for the funds to reflect in your account. We appreciate you taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

• Initial Complaint

  Date:08/05/2022

  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 booked two myrtle beach 4 day/3 night vacations for $168.37 each after taxes on August 2 2022 and called the customer service number to get some information from them and schedule my dates, and the representative immediately canceled one my bookings and told me I could not have multiple bookings, which does not work for me. I booked two rooms for a family vacation that I was planning for September of 2022 and then I asked her about refunding my other booking since I cannot use it and she refused to, I also asked for a manager or supervisor and she refused to let me speak to one and stated they will tell me the same thing. This inconvenience has ruined my family vacation that I now have to scramble to plan out all over again and on top of that they will not give me my money back which is absolutely ridiculous.
  

  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 9, 2022/08/16) */
  Dear **************,
  
  We are sorry your experience with Hilton Grand Vacations was less than satisfactory. Our marketing team cancelled and refunded your marketing package reservation. Please allow 7-10 business days for the funds to reflect in your account. We appreciate you taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

• Initial Complaint

  Date:08/05/2022

  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.

  So my family and I decided to take a trip for the Hilton Grand Vacation in Florida. We went to the timeshare presentation and was told a LIE. The representative showed us how much we spend a year for vacation and was showed beautiful resorts we could book for points or cash prices. However, we signed for the timeshare and later that evening we had second thoughts so I contacted the rep and he informed me we had 10 days to cancel he also gave me a fax number to send it to. However, we thought about it again after he sent us the screen shots of possible vacations we looked at during the presentation. However, more than ten days passed and we still didn't have access to it he site to view what we saw with him. Finally Tuesday August 2, 2022 we received access. Everything he showed us was a lie. More than half the resorts aren't available. The RCI portion in which we could book a week for $249.00 isn't there it's actually $799.00. Half of the resorts that members suppose to have access to isn't available. On top of half the resorts listed is outdated. The Cancun package in which he showed us was 3480 points only the guest which is us would have to pay over 4,000 in all inclusive fees. My loan originated July 31, 2022. I signed the contract July 12, 2022 and didn't receive access to the account until August. This entire set up is disgusting this company LIES and put you in a 10 day contract to make you stuck. Now the loan company is saying they can't cancel the contract. I paid a potion of my down payment which is over 2700.00 dollars for a time share that's actually bogus. I'm requesting a cancellation of this policy and my money back. I will NEVER use this company and I will tell everyone don't fall for the tactics because now we are stuck paying for something that the rep said they would buy back with no hesitation.
  

  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 9, 2022/08/20) */
  Dear **********,
  
  We apologize your experience with Hilton Grand Vacations has been less than satisfactory. A representative of Sales Customer Relations Team has attempted to contact you by phone and email on August 16, 2022 to address your concerns. Please contact the Sales Customer Relations Team at earliest convenience. Their contact information in the email sent. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations
  
  
  Consumer Response /* (3000, 11, 2022/08/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Good afternoon. I received a text from the sales representative on August 11, 2022. None of our concerns was addressed. No one reached out to me on August 16, 2022. I spoke to a representative on August 6, 2022 and I voiced my concerns about the pricing wit all inclusive fees and availability for resorts shown in the presentation. I spoke with a representative from RCI as well and there are additional fees not discussed. I faxed, email, and called the loan company and Grand vacations. We received access to HGV site to see what was shown on the presentation wasn't exactly what your signing for. Supposedly everything is recorded so can it be submit for BBB viewing? This entire process has been a nightmare from going on vacation to signing for something that's suppose to beneficial and it's more than what it is. We was told we could use points to travel not including inclusive fee etc. So for clarification who contacted us and how did they contact us? I received a email on August 16, 2022 and I responded back but the email didn't address our concerns.
  
  
  Business Response /* (4000, 14, 2022/09/07) */
  Dear **********,
  
  We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative of the Sales Customer Relations Team sent you an email on August 31, 2022 addressing your concerns. Should you have further questions, please contact the Sales Customer Relations Team. Their contact information is provided on the email. We appreciate you taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations
  
  
  Consumer Response /* (4200, 16, 2022/09/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is less than acceptable nothing has been resolved. Hilton Grand Vacations continue to say the same thing over and over again but have yet to reply to the documents not disclosing what the membership actually includes. This is the same generic response to which no one is explaining why we were lied to. Please explain?
  
  
  Business Response /* (4000, 18, 2022/09/15) */
  Dear **********,
  
  We are sorry you are not satisfied with our previous responses. A letter was sent to you by mail on September 15, 2022 to address your concerns. We consider this matter closed.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

• Initial Complaint

  Date:08/05/2022

  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.

  Several years ago I paid for a stay at a Hilton property in Las Vegas for ~$220, not realizing it was a time share arrangement. I have no interest in a time share property arrangement. Since then I have received an increasing volume of calls from spoofed numbers now reaching multiple times per day. I have answered calls in desperation to beg several representatives to remove my information, add my numbers to do not call lists, and do whatever needs to be done to stop the calls to no avail. I also now receive robocalls about car insurance (I do not own a car) several times per week that always seem to coincide with the Hilton calls, which leads me to believe they are selling customer info to other companies even though my number has been on the FTC do not call list since 2006. I would like the BBB to help get Hilton Grand Vacations to stop calling/contact entirely moving forward.
  

  

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 9, 2022/08/22) */
  Dear ***********,
  
  We apologize your experience with Hilton Grand Vacations has been less than satisfactory. Your phone number has been added to our internal Do Not Contact lists as requested. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

• Initial Complaint

  Date:08/04/2022

  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.

  On December 26, 2021 I got a call from my Hilton Honors Representative on a too good to be true pitch for a Hilton Grand Vacation package in order to attend their timeshare presentation for September 2022 and I was asked for my credit card as with all hotel reservations, my card was charged $224.87 for what I am not sure. Normally the funds do not post until I visit the hotel.
  
  I sent an email to Hilton Grand Vacation on Mon 7/25/2022 12:44pm to cancel the September reservation and get a refund due to health issues that require ongoing treatment and got no response.
  I called Hilton Grand Vacation on 8/3/2022 and spoke with Barack who was able to cancel the September 2022 reservation. He was unempathetic to my situation and said the $224.87was non-refundable. I was never told it was nonrefundable to which Barack replied it was in the small print on the email confirmation for the September 2022 reservation. I let him know this appears to be a scam.
  
  I received no services from Hilton Grand Vacation for the $224.87 charged to my ********************** and would like a refund.
  

  

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 9, 2022/08/22) */
  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

• Initial Complaint

  Date:08/04/2022

  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.

  A couple years ago (2021) I reached out for a promotion for their Las Vegas vacation. I had the time extended due to COVID and having a baby. I recently called (July 2022) and was told that I would have to upgrade to a two bedroom if I wanted to bring my daughter and newborn son. I was not informed of this when I first signed up to purchase. I was told by the agent that I could get a full refund. It was a voice recorded call. I called back today (August 4, 2022) and was told that the dates I wanted to book were not available anymore. I asked for a refund and was told that it could not be refunded. I asked the agent and he told me it was in the notes that it was non-refundable. He spoke to his supervisor and the supervisor refused to listen to the recording where I was explicitly told it was refundable. After almost 45 minutes, the agent ignored my questions concerning his name, supervisor name, and to be able to listen to the recording. I am appalled, I feel taken advantage of, and I am never ever going with the Hilton again! I was also promised a "$200 stay on us" but let's see if that actually goes through as well. Horrible company!
  

  

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/08/16) */
  Dear **************,
  
  We apologize your experience with Hilton Grand Vacations has been less than satisfactory. Our Guest Experience Team has contacted you to address your concerns. Your marketing package reservation has been cancelled and refunded. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations