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

  
• 

  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

  
• 

  Club Regency of Marco Island

  500 S Collier Blvd Marco Island, FL 34145-5503

  

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:07/28/2022

  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 July 12 I had to cancel a reservation at a******** Inn in Myrtle Beach. After talking to a helpful representative who canceled my reservation, he transferred me to another person to tell me about some special opportunities. The next guy was pleasant, but what I didn't realize was that he was completely misleading me. He said he was with Hilton Concierge and that they wanted to take care of their customers. He wanted to offer me a trip at a set price of $199 + tax for a total of $224.87/night for three nights, regardless of what the published hotel rate was. Myrtle Beach was on the list and all I would have to do while there would be to answer three questions, what we liked about our experience at the hotel, what we didn't like, and what we thought was missing. He did tell me that I would have to go to a presentation, which he made sound like was touring the hotel and answering questions so that the Hilton could do a better job for its customers. I asked, several times, if they were going to try and sell me anything and each time he said no, they were just going to ask me those three questions. I did ask him what would happen if we couldn't use the trip before August 11, 2023 and he said all I had to do was call and get it extended (he didn't tell me it would cost $ to do that). I really thought they were just trying to lock me into a trip at a Hilton hotel because I had just canceled a reservation. After I got the email that confirmed everything I realized that he had totally misled me and that it wasn't about those three questions at all, but that it was going to be a hard sell from Hilton Grand Vacations to buy a timeshare. He never said Hilton Grand Vacations, he just kept saying Hilton Concierge. When I specifically asked if they were going to try to sell me something, he lied and said no. I immediately called and told them I had been misled and I was told sorry, but my deposit of $$224.87 was non-refundable. My confirmation # is *********** Thank you!
  

  

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 9, 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 /* (3000, 15, 2022/09/02) */
  From:**************************************
  Date: Fri, Sep 2, 2022 at 9:29 AM
  Subject: Re: BBB Complaint Case# *******************************************
  To: Better Business Bureau **********************
  
  
  Hi Ms. ********
  I am so sorry I never did my part to close the case. I was going to do it as soon as I got the email and then I totally forgot. The case was resolved. I heard from Grand Hilton Vacations and they said they would refund my money. I know the date was August 26, but is there anything I can do at this point? You were so responsive and helped me get my money back and then I fell down on the job. Again, I am so sorry.
  Thanks.
  ***************

• Initial Complaint

  Date:07/28/2022

  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.

  After evaluating the lack of responses from Diamond Resorts, we would like to take this time to request that Diamond Resorts either confirms or denies the cancellation for contract # ********. We have been sending documents that require a response to Diamond Resorts. To this date we have not received a single response. Due to lack of response, we are assuming we have been cancelled out of our timeshare ownership from Diamond Resorts and are now relieved from this timeshare ownership. If this is not the case, please respond accordingly in relation to the continued matter of our request to form a mutual agreement from our timeshare referenced under contract # ********.

  

  Business Response

  Date: 08/09/2022

  Dear ***************************,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. Our Resolution team sent you an email and certified letter on August 3rd addressing your concerns. 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:07/28/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are extremely concerned about the lack of response that we have received from Diamond Resorts. We are disappointed and frustrated with their customer service, their lack of commitment to actually providing their members with the services that they were promised, and the inability to use their timeshare at all. We have expressed to them in several complaints of our unwillingness to back down from being released from this timeshare yet we have not heard a word from them in trying to resolve them. The last letter that we received from them was back at the end of November of last year. We feel that had we not been told by such false promises by *********************, ********************************** ********************************, and ************************* that we would not be in the position we are in today. This company can not be trusted and nothing that comes out of their mouths is the truth! We want someone to reach out to us from Diamond Resorts and give us an update on where they are in closing out our account immediately! We hope that in reaching out to the Better Business Bureau that we can finally get some answers.

  

  Business Response

  Date: 08/08/2022

  Dear ********************* ,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. Our **************** team mailed you a certified letter on August 8th to address your concerns. Should you have further questions, please contact our **************** team. Their contact information is provided in the letter. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Diamond Resorts
  

• Initial Complaint

  Date:07/28/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After evaluating the lack of responses from Diamond Resorts, we would like to take this time to request that Diamond Resorts either confirms or denies the cancellation for contract # ********. We have been sending documents that require a response to Diamond Resorts. To this date we have not received a single response. Due to lack of response, we are assuming we have been cancelled out of our timeshare ownership from Diamond Resorts and are now relieved from this timeshare ownership. If this is not the case, please respond accordingly in relation to the continued matter of our request to form a mutual agreement from our timeshare referenced under contract # ********.

  

  Business Response

  Date: 08/04/2022

  Dear ******************************* ,
  
  
  Our Resolution team has reached out to you to address your inquires . Should you have further questions our team will be in contact with you to address your matters further per your request . Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Diamond Resorts
  

• Initial Complaint

  Date:07/28/2022

  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 extremely frustrated with the way Diamond Resorts does not bother to work with us at all. The last recent conversation in May, I had was with a lady by the name of ******** who said that in her last voicemail that she had misspoken and that she would not be able to waive the maintenance fees and that the only thing she might be able to do is to work something with the interest and the late fees. I have been trying to get them to waive those fees for quite some time now in order to try and go through their transitions program. I am aware that there are fees to go through that program but I am willing to work with them if they will just waive the maintenance fees that I am behind on. This is not our first encounter with ******** and at this point in time, I am requesting someone higher than her reach out to me as she has been throwing me around in a vicious circle for over a year now. We have worked hard to pay off the mortgage to this timeshare and we tried to keep up with our maintenance fees but they just increased so much that we would not keep up with it and the daily needs and bills that have to be paid. We had to draw the line somewhere. We tried to discuss this with Diamond Resorts but they would not listen. The experiences that we have had with Diamond Resorts do not match the promises that were made when it was purchased. We feel that they are just keeping us hostage and we have no idea why? Why is it so difficult for the company to work with its members? We want answers and we want this resolved as soon as possible. Enough is enough.

  

  Business Response

  Date: 08/04/2022

  Dear ***************************,
  
  We are sorry your experience has been less satisfactory with Diamond Resorts. Our Resolution team tried to reach you on August 1st and 2nd to discuss your concerns . Should you have further questions please reply to the email that was sent to you on August 3rd.Thank you for taking the time to share your feedback.
  
  Membership Support
  Diamond Resorts
  

• Initial Complaint

  Date:07/28/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to report Diamond Resorts' lack of assistance and concern. Diamond reps have ignored me and the only answers are generic and not helpful. One representative, Vickie, whom I spoke to on the phone stated to me that it was too bad for me that I didn't pay attention to the red flags from the beginning. Definitely, a lack of customer service. I was led to believe this would be an investment, well worth the money and it has been the opposite. The meeting lasted about 5 hours and I was exhausted. The reps at Diamond mentally wore me down to the point of saying yes to get out of there. Every benefit they presented did not happen. I lost interest in future vacations because of the agony I went through. Lying to make a sale is deceitful. No one is accountable for what the salespeople do, not even the salespeople. I need help.
  

  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/04) */
  Dear ***** **********,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. An email was sent to you on August 1, 2022 addressing your concerns. Should you have further questions, please reply to this email. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Diamond Resorts

• Initial Complaint

  Date:07/27/2022

  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.

  In October of 2021 my wife and I stayed in a Hilton property in New Orleans. We were approached by a lady who inquired about our stay and then presented us an offer to stay at the ************* Charleston. We paid $400-$500 on the spot. She said if we desired to attend a time share presentation they would also give us 75,000 Hilton points but this was optional. We booked for March but due to an unexpected surgery we had to reschedule. When we tried to reschedule we were met with countless problems. They would not accept the multiple dates we had available because our presentation had to be in the middle of the three day stay and many days there was no presentation. Then we are notified that we weren't staying on property at all. We were assigned to the Hilton Garden Inn. I could have booked that room myself for the same amount of money. When I told the first rep I spoke to that I was told by the lady in New Orleans that the presentation was optional she called me a liar! She furthermore couldn't get me booked because the presentation schedule was not released. The second rep I spoke to was much more professional and spoke to a supervisor who stated since we had had such a poor experience we could stay at ************* and would receive an email confirming this. Days later no email so I called again and was told that Hilton refused to honor this promise. I never would have believed Hilton and numerous employees would lie to a loyal customer like that. I'm still waiting for a supervisor to call me back! I give up trying to work this out and would like a refund. I can't imagine wanting to purchase a time share from a company that has treated me so poorly while trying to get the sale. How would they treat us after the purchase. Please help me reach a resolution. They only way I will be satisfied after this fiasco is a full refund. Shame on you Hilton.
  

  

  Business Response

  Date: 10/11/2022

  Business Response /* (1000, 10, 2022/08/26) */
  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 3 to 4 weeks to receive a check. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations
  
  
  Consumer Response /* (2000, 12, 2022/08/29) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:07/27/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to report Diamond Resorts to you all. I have requested assistance regarding the timeshare, but they have not responded. I had friends that owned a timeshare in *****, and they wanted us to check it out. We went down and were approached by a salesman, and later we saw 5 different salespeople. We did not understand the concept, but we agreed anyway. The salespeople had pressured us into buying. In 2006, we upgraded it to a 2 bedroom and could only use it 1 week out of the year. We got that paid off, and then the salespeople started selling us another upgrade. Then ******* opened a credit card to put our fees on. Every time we used the timeshare, we had to go to. We always got a room looking out over the parking lot and any construction. My husband has had medical issues and had been on home dialysis. He passed away on July 23rd, 2021. We were very limited with our travels and now I have no desire to travel. Why should I keep paying for something I can not use? They have sent information that they would be canceling the membership and I expect them to move forward.

  

  Business Response

  Date: 08/09/2022

  Dear *********************************,
  
  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 July 29th , August 1st and August 2nd and left voicemails. Also, a follow up email was sent on August 2nd . If you need further assistance, please respond to the email that was sent to you on August 2nd . We appreciate you taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Diamond Resorts
  

• Initial Complaint

  Date:07/27/2022

  Type:Billing 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 7/19, I was referred by Hilton Diamond desk to Hilton Grand Vacations for a "special offer". salesperson was cordial, explained that if I pay $249 +tax(total$282.32), was willing to sit thru 2 hr marketing presentation Hilton Grand Vacations, I'd get 3 nights hotel in one of 5 properties Las Vegas plus refund of my purchase price plus 25,000 pts. This deal was "only for Hilton Diamond members". He listed Vegas hotels included. Grand Vaca Flamingo was listed, my preferred hotel. He said I have to use pkg by Jan 2023. He said decide dates & call soon for best selection of properties&dates. I told him we can only use 2 nights away due to family and work obligations, I asked if that would be okay. He said no problem with that, as long as I'm ok with just 2 nights instead if 3. I plan to meet brother in Vegas Nov 13-15, Sun arrival/Tues depart. These dates are slow, non-busy time in Vegas. Lots of vacancies per website. I called HGV today, 8/26 = within 1 wk of purchase. The call with HGV was unacceptable: 1) the reservation Rep said Flamingo property is not included in my offer. When I go online to check my HGV account, it states 5 properties and Flamingo is listed & pictured 2) I told Rep dates, asked which properties available. Rep said only one, Bad location. She said I could keep checking back every few days, only other nearby is Elara, but it is not available my dates, popular so less availability. 3) i told Rep I could stay just 2 nights, and she hedged saying that it depends on the hotel and that may NOT be acceptable. 4) I told Rep that I was mislead: was told Flamingo an option, it's not. Was told to call early, I did and only one hotel available during a slow time?! And it's not a good property, I was told 2 nights instead of 3 was ok, but now it puts my reimbursement at risk. I feel duped. I asked Rep for a refund since what was sold to me was misrepresented. Rep said no refund. I want refund, I want our. The offer I was sold is not what I bought.
  

  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 10, 2022/08/11) */
  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:07/26/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are very disappointed with Hilton timeshare. They make is sound really nice, but failed to mention anything about all the fees associated with using points at their properties. Every time you book a vacation with the points that we have purchased, there's a fee associated with it. This is so frustrating. We already paid for points!!!!! The timeshare doesn't live up to its name. We're misled about the actual product we're purchasing. We feel lied to and asked Hilton to cancel our contract. We sent them a letter in May and haven't respond to it. This is a financial burden and we want to get rid of it. Help us cancel the timeshare with Hilton!!!
  

  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 9, 2022/09/09) */
  Dear ****************
  
  We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. Our Portfolio Services Team mailed you documentation on September 7, 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