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Business Profile

Vacation Timeshare

Hilton Grand Vacations, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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    Customer Complaints Summary

    • 1,496 total complaints in the last 3 years.
    • 344 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/03/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 in Hawaii March 2019 and purchased property agreement with Hilton Grand Vacations. Covid and lockdown soon after and I have not been able to travel d/t my age (69 presently) and an autoimmune disorder (Hashimotos). I have spoken to Hilton Grand Vacations on several occasions about my interest in terminating my plan and I have fulfilled the original agreement. I have not been able to reach anyone who is willing to even listen. I have just been told I cannot sell my contract and I have not been given a reason. In the meantime I still am not traveling, the money still keeps being taken from my account for monthly payment, dues, etc. And I do not see myself traveling even now or in the near future. My retirement income is limited and and may cause severe deficits if I do not resolve this soon. Thank you

      Business Response

      Date: 09/26/2022

      Business Response /* (1000, 9, 2022/08/29) */
      Dear ************* ,

      We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A Representative from our Resolution team reached out to you on August 16th to address your concerns. Should you have further questions , please feel free to reach out to our Resolution team . Thank you for taking the time to share your feedback.

      Sincerely,

      Membership Support
      Hilton Grand Vacations

    • Initial Complaint

      Date:08/03/2022

      Type:Product Issues
      Status:
      Answered
      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 cancelled a packagge because Hilton could not honor any of the dates of travel. I was advised I'll get a refund. No refund has been issued and they have not responded to any follow up emails.

      Asking for a complete refund as per attached.

      Reference: VIP *********

      Business Response

      Date: 10/20/2022

      Business Response /* (1000, 9, 2022/08/31) */
      Dear ***********,

      We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. Our Vip team is currently reviewing your case and will follow up with you in 3-5 business days. We appreciate you taking the time to share your feedback.

      Membership Support
      Hilton Grand Vacations


      Consumer Response /* (3000, 12, 2022/09/07) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I got a tracking number from them over a week ago and when I tracked, it shows nothing has been sent. I just called and lady said she could not help me.


      Business Response /* (4000, 14, 2022/09/15) */
      Dear ***********,

      A representative of Marketing Management spoke to you on September 14, 2022 and confirmed that the refund process has been completed; please allow 2-4 days to receive a check. Should you have further questions please contact Marketing Customer Care team. Thank you for taking the time to share your feedback.

      Respectfully,

      Membership Support
      Hilton Grand Vacations

    • Initial Complaint

      Date:08/02/2022

      Type:Order Issues
      Status:
      Answered
      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 very aggravated with Diamond Resorts. We received in March of this year an Assessment letter stating that if the account remains in Default after 30 days that they would recover the points and terminate our membership. We have received nothing stating that this has been done. We have received a Notice of Default on a couple of loans from 2 years ago. It appears that Diamond Resorts is not doing anything to move these contracts through the default process. On 4/16/2020, we received a Notice of Mortgage Acceleration on Contract ********. On 4/16/2020, we received a Notice of Mortgage Acceleration on Contract ********. On 5/26/2020, we received a Notice of Default - Revocation on Note, Loan ********. On 5/26/2020, we received a Notice of Default- Revocation on Note, Loan ********. The contracts are in such a mess that we are unsure what is open and what is closed, but I think the 2 numbers listed are the ones that we are waiting for the default process. We would appreciate you helping us confirm that the default is in process and good status of where they stand. We have been fighting to get this canceled for 2 1/2 years. We have also had some medical hardships; 2 bad knees and high blood pressure. Our 13-year-old daughter was murdered, and our son spent 2 years in prison. We have been overwhelmed with related medical & legal expenses and escalating timeshare costs

      Business Response

      Date: 08/11/2022

      Dear ******* and *********************** ,

      We are sorry your experience with Diamond Resorts has been less than satisfactory. Our **************** team tried reaching out to you to address your concerns on August 5th , August 8TH and August 10th and left voicemails. Also, a follow up email was sent on each day. If you need further assistance respond to the email that was sent to you . We appreciate you taking the time to share your feedback.

      Sincerely,

      Membership Support
      Diamond Resorts

    • Initial Complaint

      Date:08/02/2022

      Type:Product Issues
      Status:
      Resolved
      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.
      "Confirmation Number:
      *********

      Total Paid:
      $299.00

      Balance Due:
      $387.99

      Your Pre-Paid Package Includes:
      5 day / 4 night stay at a Hilton area hotel or Hilton Grand Vacations Club resort PLUS $200 Spend A Night On Us Certificate; and Grand Experience Card."

      So as I was booking a hotel room back in November of 2021, I was transferred to a representative who laid out an offer for a discounted trip to Waikiloa. I was told that I would only need to pay a deposit through the phone & would be able decide when to book the trip. After receiving the email to the pre-paid package it mentioned that I had to attend a 2hr presentation, otherwise, I would have to pay the full price of the vacation package. I called a Hilton representative to get a refund and they were insisting that I book at another location if I was dissatisfied with my previous offer when my issue was with the offer itself. This was very disappointing to experience due to the fact that I paid 299.00 for this "Grand Vacation Package Deal" & I feel deceived.

      Business Response

      Date: 09/15/2022

      Business Response /* (1000, 9, 2022/08/30) */
      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, 2022/08/30) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      The customer service representative was professional and kind with handling this case.

    • Initial Complaint

      Date:08/02/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My husband and I stayed at the Wyndham Grand Palms in Surfside SC. We attended an informational /sales pitch. We arrived at 0800 on 7/3. We told the representative that we were already Worldmark owners and that we wanted to sell what we had because we didn't have properties in the Midwest near where we live. The representative indicated we had missed out on a special deal- since Wyndham bought worldmark. They said we could buy into Wyndham and have access to a number of things by doing so. The cost was a little over $23k. We decided to move forward with buying the Wyndham points. Wyndham offered so much more travel options than what we had with worldmark. As of 2pm we were still there waiting to sign. I had even asked if I could come back later to sign because they had taken most of our day. My kids were waiting on our room and ready to go. They kept telling us " It would just be a few more minutes!" They put us in a room to meet with a guy on zoom to sign our documents. They told us our account would update in about 2 weeks. On 7/16 I logged into the website and found it finally updated. I tried to book our next vacation stay and it wouldn't let me. I ended up having to call Wyndham, who told me I was not an owner. The points I had bought were Worldmark, NOT Wyndham. I then called around to the agent we worked with, the man we met with on the zoom call and owner care. The sales agent-Hailey, gave me the run around and said "We wanted more vacation and that's what she sold us!". Steve D*****-the zoom guy said he couldn't help us because it was outside the 5 day cancellation window. He referred me to owner care. Owner care told me to write a statement and they would help me. My calls and e-mails all started 7/16 and I have yet to get a response. We were tricked into buying something totally different from what we were told! We want a full refund immediately. We would also like to sell the worldmark we already owned and never do business again with this company.

      Business Response

      Date: 09/27/2022

      Business Response /* (1000, 14, 2022/08/30) */
      Hello *******, good day,

      Please redirect this case to Wyndham Resorts / Wordmark by Wyndham.

      This is not related to a HGV property and Mrs. ******* is not a HGV member.

      Thank you,

      Membership Support
      Hilton Grand Vacations

    • Initial Complaint

      Date:08/01/2022

      Type:Billing Issues
      Status:
      Answered
      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 July 21 after I booked a hotel over the phone, a sales associate convinced me to buy their HGV Orlando package for $299 plus fees and taxes. Over the phone, she told me this is the only opportunity for the low price, and the low price will no longer be available after I hung up. To encourage me to make the buy decision quickly, she even provided to extend the "travel by" date range from "6 months" to "12 months" for free "just for me". HOWEVER, only one week after the purchase, they started to have the same package PUBLICLY OFFERED on their website for only $179, and have "up to 12 months to travel" built in the package without a so-called special offer! I called today for a price match, and the representative told me I was qualified for the price I paid, and she cannot make any changes. If I want to get the $179 price, I can book a second trip. WHAT?!?!?! I was qualified for $299 because I was privately phone targeted, and everyone else is qualified for $179 for visiting their public website? I myself have been a sales associate before, and I don't believe that lady didn't know their price will drop by $120 in one week when she pushed me to make the purchase. As a customer and a Diamond member as well, I feel I've been deceived.

      Business Response

      Date: 10/12/2022

      Business Response /* (1000, 9, 2022/08/17) */
      Dear *************,

      We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. Our Guest Experience team called you on August 8, 2022 to address your concerns to your satisfaction. Should you have further questions, please contact Guest Experience team at your earliest convenience. Thank you for taking the time to share your feedback.

      Sincerely,

      Membership Support
      Hilton Grand Vacations

    • Initial Complaint

      Date:08/01/2022

      Type:Order Issues
      Status:
      Answered
      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.
      Diamond is a timeshare company. Before Covid my wife and I paid for an upgrade to our account and were given two reservations as an incentive for signing. Unfortunately, Covid travel restrictions caused these reservations to be canceled. After a long and arduous process with this company I agreed to a resolution that I was not happy with but seemed the best I could get. They agreed to give us ****** points, which is about half of the value of the previous value of the incentive. This time share company was to place those points to my account they which they did. Now, the points are sitting in my account, but the company won't let me use them. They will take them away at end of the year and will have reneged on their promised resolution. After several long phone conversations in which I was put on hold, and then after waiting and waiting each of those calls were just dropped and no one bothered after any of them to call back. I have had no helpful response from them. I really want this taken care of, to be able to use the promised points, and to have this unhappy episode over to never be repeated.

      Business Response

      Date: 08/08/2022

      Dear ***********************,

      We are sorry your experience with Diamond Resorts has been less than satisfactory. Our **************** team reached out to you and addressed your concerns to your satisfaction. Thank you for taking the time to share your feedback.

      Sincerely,

      Membership Support
      Diamond Resorts

    • Initial Complaint

      Date:07/31/2022

      Type:Product Issues
      Status:
      Answered
      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 3night package for $299 on 8/30/19. COVID came along and shut everything down and I was high risk at the time so I could not use it for all of 2020 and in to 2021. They told me that I could still book any time despite this. When I tried calling to schedule something in 2021 they said the Chicago location (the original one I chose) was not open (like, the hotel was closed or they had stopped doing the marketing stays, I cannot remember). I asked for Vegas they told me no availability for dates. I asked for Hawaii they said no available dates. I asked for Orlando, no available dates. I gave up in 2021. I now called again TODAY to try to book my stay and asked for Orlando (I have plans to go there. My last remaining relative in Chicago died since the purchase of this package, so I have no reason to travel there anymore). I was told that because I live in WA I am not allowed to travel to Orlando due to a WA marketing law (I have never heard of this). The list of destinations they then provided me was NOT the same list that I had sitting in front of me on my original paper receipt. They would not provide me the law they were referencing or any contact info for who COULD tell me and instead just kept repeating themselves like a parrot. They would not transfer me to anyone else to talk to to resolve this issue. They then said my package was forfeited because it has not been used within 18 months and would have to pay an additional $79 to reinstate it. So, I basically paid Hilton to prevent me from using the product/service I purchased because of no availability and apparently some random law that did not exist when I purchased the package. At this point, I consider this theft....in addition to the fact that they charged me $100 more than they are currently advertising for the same 3 night package now. Great! I guess I should consider switching loyalty brands...I've spent 2 years trying to use this stupid thing.

      Business Response

      Date: 10/04/2022

      Business Response /* (1000, 9, 2022/08/20) */
      Dear ***************,

      We apologize your experience with Hilton Grand Vacations has been less than satisfactory. A representative of Guest Experience Team has attempted to contact you by phone and email on August 10, 2022 to address your concerns. Please contact the Guest Experience 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

    • Initial Complaint

      Date:07/29/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Recently we agreed to increase our ownership share. At the time Hilton grand vacation club incorrectly showed our credit score. This obviously affects the interest we are charged. We cannot get a straight answer from anyone on whom we need to speak with. We are told to talk to the loan department, then we are told to talk to the sales department, then we are told to talk to the mortgage department.
      Enid A*****, the Client Relations Manager doesn't seem to know who we should speak with. Contracts? Sales? Mortgage? This is obviously a run around and very poor customer service towards a customer who loves their product. In the five/six years of ownership this is truly the first time we are unhappy as owners.

      Business Response

      Date: 08/30/2022

      Business Response /* (1000, 9, 2022/08/15) */
      Dear*********,

      We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A Sales Manager contacted you on August 10, 2022 to address your concerns. Should you have further questions, please contact Orlando Sales Management. Thank you for taking the time to share your feedback.

      Sincerely,

      Membership Support
      Hilton Grand Vacations


      Consumer Response /* (2000, 11, 2022/08/15) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Though I don't agree with the method in which Hilton pulls credit scores, I am happy I finally spoke to someone who could explain exactly what and why. Thank you BBB for your help.

    • Initial Complaint

      Date:07/28/2022

      Type:Product Issues
      Status:
      Resolved
      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.
      Hello,
      I was sold a vacation promotion offer from Hilton Grand Vacations with the understanding that many options were available to me. I have tried to book several times with no success because the dates and places I would like to use are consistently unavailable. I have changed locations, and dates myriad times to accommodate the businesses availability, however there continues to be nothing within reason to book. I believe I was sold something on false pretenses as I was informed that several options would be made available, and that booking would not be a problem as the business would work to make the consumer happy. This is not buyers remorse as I have tried to book vacations with this business, but I am left feeling like I have to book a vacation that I don't want or can't use because of the dates and places made available (or lack there of). The business has been unwilling to work with me, condescending, and punitive as they threaten to add additional charges for attempting to reschedule on my own. Please help me with this as I am feeling like I am trapped in a very horrible situation with this company.
      Thank you,
      *******

      Business Response

      Date: 08/30/2022

      Business Response /* (1000, 13, 2022/08/15) */
      Dear **************,

      We apologize your experience with Hilton Grand Vacations has been less than satisfactory. Your marketing package reservation has been cancelled and refunded. Please allow 7-10 business days to see the funds reflected in your account. Thank you for taking the time to share your feedback.

      Sincerely,

      Membership Support
      Hilton Grand Vacations


      Consumer Response /* (2000, 15, 2022/08/15) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    Hilton Grand Vacations, Inc. is BBB Accredited.

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