We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

Hilton Grand Vacations, Inc. has 119 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 1,497 total complaints in the last 3 years.
    • 346 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/25/2022

      Type:Sales and Advertising 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.
      At ************ Resort, ******** staff on 09/01/2021 are telling me I am not a Platinum member. I have ****** pts since 2015. ****** and his staff at ************ Resort told me, "Hilton wants this resolved by close of business today 09/01/2021. You must purchase ****pts for $44,625.00 today. You will not be able to purchase pts this cheap because Hilton purchased DRI and you know everything will cost more because of the Hilton name. I told them I am Platinum Level and he said no you are not. We are leaving on a DRI Dream vacation to ********** and I do not have my contracts with me On 2/15/2022, I purchased ****pts for $17,255 under contract ******** with **** points transferred to contract ********. The agent in ******, ******, said the agent at ************, ****** and his staff have cause me to pay $250,000.00 over the next 20 years in fees by moving me into the US Collection when I am a member of the ****** collection since 06/2/2021 contract ********. The agent in ********* ****** states, I did not have to spend $66,800.00 because when I switched from ** collection to ****** collection I have the Club which has US collection resorts

      Business Response

      Date: 08/10/2022

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

      We are sorry your experience with Diamond Resorts has been less than satisfactory. Our Resolution Specialist team contacted you on August 1, 2022 to address your concerns. Should you have further questions, please contact the Resolution Specialists team. Thank you for taking the time to share your feedback.

      Sincerely,

      Membership Support
      Diamond Resorts

    • Initial Complaint

      Date:07/25/2022

      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.
      On March 10, 2022, I purchased a 5 Day/4 Night vacation package plus 20k points from Hilton Grand Vacations for $1173.03. The offer was marketed for a stay at the Grand Wailea in Maui. I had some reservations about purchasing the package but the agent, Robert ******** (spelling may be wrong) said he would extend the offer for an additional 6 months, and add an extra 10k points. He said that since he had extended the date on the offer, I should have no issue making reservations for my travel date. At the time of purchase, he said that the dates for the Grand Wailea weren't open so I should call back in April to book my dates. When I called back in April, I was told that the dates still weren't open but I could put in a request for my dates. I put in a request and the request was denied with no reason given. Several subsequent requests were denied as well as one for any date in August. One of the agents I spoke with on my call speculated that it could have been denied because rooms were not open at the resort at the time and that I should call back. When I called back, a few days later, I was told that my request had been denied again but this time, the rooms were open but all the rooms had been taken. I was baffled especially given that I had put in a request at the time and it was denied. I finally gave up on travelling to Maui this year and today, 7/25/2022, I decided to call and see if I could make a reservation for April of 2023. Of course I got the same story again about the rooms at the Grand Wailea not being available and that I should call back in a week. Unfortunately, I trusted the name of the company and didn't do any research prior to purchasing the package but after my requests were denied, I Googled the company and found several complaints similar to mine. There are numerous complaints online about being sold a timeshare presentation package to Maui for the same price, and that they weren't able to book any reservations.

      Business Response

      Date: 09/08/2022

      Business Response /* (1000, 9, 2022/08/24) */
      Dear **** *****,

      We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative of the Guest Experience Team has contacted you on August 16, 2022 to address your concerns and extended the package expiration date to 12/31/2024. Should you have further questions, please contact Guest Experience Team. Thank you for taking the time to share your feedback.

      Respectfully,

      Membership Support
      Hilton Grand Vacations

    • Initial Complaint

      Date:07/24/2022

      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.
      Diamond Resorts not only lied to me about what I would receive as part of "points" I would get and how much I would get to redeem those points, I was also sexually harassed and coerced by one of their timeshare "member presentations" in order to get me to sign up for more points. After feeling uncomfortable when I left the presentation, I contacted ******* immediately to cancel my contract and any previous contracts because I didn't want to have anything to do with this company anymore. I also found out said employee was a felon and had a charge for burglary. Not too long after I was their my information was stolen to file a claim for unemployment (fraud). Anyways, I was given an *** to sign and a mutual release of agreement letting me out of my Diamond membership (so I thought). Now well over a year later I received a letter stating I owe them over $2K for some sampler package which I wouldn't have been able to use because my membership was cancelled. This account was also filed to the credit bureau for non payment. I am seeking that the account be removed from my credit report as well as any money I paid to this company be returned. The *** cannot be enforced for speaking about the sexual harassment as that behavior is criminal. I have attempted to contact this company with no resolution.

      Business Response

      Date: 08/06/2022

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

      We are sorry your experience with Diamond Resorts has been less than satisfactory. We note that you previously confirmed to us that you were satisfied with our previous response. We have tried calling you on the 29th July and the 2nd August to discuss this matter further and would appreciate you responding to our emails dated 26th and 28th July so that we can fully resolve this matter with you.
      Sincerely,

      Membership Support
      Diamond Resorts

    • Initial Complaint

      Date:07/22/2022

      Type:Delivery 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 have been trying to make a reservation for my daughter's bday for 11/4 to 11/7 using my points from club and bonus ..but the system would not allow me to so ..I contact my sales person she said sending me your acct info..I email her my points info per her request she review them and stated that they can combine the two call them back ..I did 3 times hoping for a different answer I got the same answer they can not combine them a rep said I can only get a jr suite . Well it 6 people ..so I contact my sale person again ..she said she will handle it ..call ger back the next day she said she gave to her sup ..dont worry about it ..they will handle now I started talking to them last week about thur or Friday...min I got a call back from my sale person sup . She said give her the info and she will contact me thurs by 11 am ..well needless to say I didn't hear from anyone do I text my sales person ms vega she said well u just have to go online..I said huh what are u talking about..I can't go online thats why I contact u ..and when I call the number u gave me they said u gave me wrong info they do not combine my points..I had to remind her of the issue ..so goes on to tell me to call the number..call the number and was advise the same thing..but I said just forget I will take the 1bedroom Jr this rep said sorry but its been I lock on your acct just today because your taxes have not been paid...not one time did 5 reps tell me that..my sale person didn't even tell me that nor her boss ...the rep said that even tho my pmts are current they can stop reservation at anytime for not paying these fees it in the handbook..I am so outdone .no one ever told me this and I spoke to many reps..now I've been keeping my payments up for a timeshare that I can't even use unless I pay 1400.00 this place is a rip off they promise u this and that until u sign on the dotted line ..I feel robbed without a gun..its my daughter 30th and they lied to me all away around..not cool

      Business Response

      Date: 09/15/2022

      Business Response /* (1000, 5, 2022/08/01) */
      Dear ****************,

      Our Club Resolution team contacted you by phone on July 25th to address your concerns. She offered to assist you with optimizing the Club Program. Should you have further questions, her contact information has been provided to you .Thank you for taking the time to share your feedback.

      Sincerely,

      Membership Support
      Hilton Grand Vacations


      Consumer Response /* (3000, 7, 2022/08/02) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      She said that I had to pay for fees before I could book the reservation..I advised her that no one told me that and I talk to many reps..and my sale person..that review my points..the only issue was that I was quoted a 2 bedroom and they gave me a one.if there was a issue with me not paying why didn't they say that..im so done with this co..they lie to get u sign up ..then don't honor anything they say ..im advising all my friend to run from these hilton vac its a totally ripoff and they don't honor anything


      Business Response /* (4000, 9, 2022/08/12) */
      Dear ****************,

      We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. Our Portfolio Services team mailed you documentation on August 9, 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


      Consumer Response /* (4200, 11, 2022/08/17) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      This is unsatisfactory..like I stated before I talked to many tep not one time did they say u have to pay dues before u can make a reservation..I was not told this even at the orientation..I was lead to believe that as long as the pmts are current..the dues can be on pmt arrangement. My acct is current therefore I should have been able to make reservations..its so many things that we were mislead on...I just want out ..I trusted these people..they know people are not going to read 30 pieces of fine print .document we depend on the sales rep ..but never again. I was given a letter saying pay the taxes and then I can schedule my daughter 30 bday smh...which i dont have 1300 and if i was advise of their policy verbal like they did with all the pro I may not have get this timeshare crab


      Business Response /* (4000, 13, 2022/08/26) */
      Dear ****************,

      We are sorry you are not satisfied with our previous response. Our Portfolio Services team mailed you documentation on August 23,2022 addressing your concerns further. Should you have further questions, please contact Portfolio Services. Their contact information is provided in the documentation. We consider this matter closed.

      Sincerely,

      Membership Support
      Hilton Grand Vacations

    • Initial Complaint

      Date:07/21/2022

      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.
      June 14, 2021. They have records of when I called stating that I'm unable to attend this so-called TIME SHARE presentation as that my spouse also need to attend. My spouse has major health concerns with in the last 2 years which she us unable to travel and told them that at customer care. They kept saying we can extend your time since we now have cancelled your stays. However, we cannot and will not refund your moneys. I explained my WIFE can no longer travel due to her deterring health issues.

      I know $100.00 what I paid to do this is not a whole lot, but I want it back. Hilton Grand Vacations already has ALOT of complaints and justifiably true. Seems they don't care .

      Business Response

      Date: 08/30/2022

      Business Response /* (1000, 5, 2022/08/06) */
      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, 7, 2022/08/09) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:07/21/2022

      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.
      On July 20, 2022 I purchased a three night four day trip to Chicago to tour Grand Vacations property. On July 21, 2022 I called to make arrangements for the tour. A day I wanted was not available and Hilton refused to budge. I asked for my money back and they informed me it was non-transferrable/non-refundable. I told the rep I thought I had 3 days to change my mind and she told me that was not true. I didn't have buyers remorse, I simply wanted to change the date of my tour and they were inflexible. I looked at the notice I received via email and NOWHERE on the email does it state this offer is non-transferrable OR non-refundable. I don't think it had even been 24 hours since purchase. This appears to be a scam and I have no idea why the Hilton name is associated with the process! Embarrassing! For Hilton. I expect a refund.

      Business Response

      Date: 08/23/2022

      Business Response /* (1000, 5, 2022/08/06) */
      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, 7, 2022/08/08) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      I accept their response, because all I wanted was to receive a refund when they could not accommodate my travel dates. Why I had to even contact the BBB to obtain this is beyond me and I thought it was beneath the Hilton name. I am rethinking Hilton as my preferred hotel choice. The Grand Vacation site has been nothing but a disappointment and dare I say - a scam.

    • Initial Complaint

      Date:07/21/2022

      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.
      During the pandemic, I was scammed into buying a Hilton Grand Vacations package. The gentleman on the phone seemed so genuine and I didn't question that I was being bamboozled. I read another review and the same thing literally happened to me. First of all, I'm under 30 years old and the guy convinced me I was getting a very special promotion of the 4 days 3 nights package. After reading all the things he was obligated to say, NOT ONE detail about this being a timeshare and that I would be signing up for more than a vacation. Had I known, I would absolutely not have even finished this call with him. The credit is supposed to be used by the end of 2022 and finally after things have settled down a little since the beginnings of the pandemic, we have finally made time to use our "credit". Today I find out all these extra surprise details and feel completely conned. I hope the grand vacation staff can stop targeting young people who are just trying to live a somewhat decent life considering the economic climate of everything. My hard earned 458.69 was sneakily taken from me.

      Business Response

      Date: 08/16/2022

      Business Response /* (1000, 5, 2022/08/06) */
      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, 7, 2022/08/08) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:07/21/2022

      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.
      In April I purchased a 6 day/5 night stay in Hawaii, specifically for the week of October 17th I call just a few months later to schedule my trip and there isn't availability for the week I want. I can go two weeks later, but airfare is 4 times as much. I feel scammed and the reps on the phone just don't care.

      Business Response

      Date: 10/05/2022

      Business Response /* (1000, 5, 2022/08/06) */
      Dear *************

      We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. Our Guest Experience team has tried calling you on July 26, August 2 and 3, 2022 and sent emails on the same dates to address your concerns. Please contact Guest Experience so we can resolve this matter with you. Their contact information is provided on their correspondence. Thank you for taking the time to share your feedback.

      Sincerely,

      Membership Support
      Hilton Grand Vacations

    • Initial Complaint

      Date:07/20/2022

      Type:Customer Service 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.
      We have asked and approved for a transition out of the time share we own on 5/10/22. We have waited for our paperwork. They stated they previously sent the paperwork to,us. I called and informed them we did, it see the forms and asked that they resend to us on 6/29/22. Every time we have emailed or called them they keep stating 10 days and now I spoke to someone and they stated it is still open and they asked that I call again next week to see if is done. Just frustrated. We have updated all our account but they never resend the information. Need help.

      Business Response

      Date: 07/28/2022

      Dear *********************, We are sorry your experience with Diamond Resorts has been less than satisfactory. Our **************** team has contacted you by phone on July 21 and 22, 2022 to address your concerns and confirm that you have received documents via email from the ****************** Should you have further questions, please contact **************** at your earliest convenience. Thank you for taking the time to share your feedback.Sincerely, Membership Support Diamond Resorts

    • Initial Complaint

      Date:07/20/2022

      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.
      Please do not make a purchase with Diamond Resorts. I have been trying to get them to cancel my membership for what seems like forever! They made it seem like I was no longer under their grasp and then came back after making my account inactive and have tried to continuously collect the money owed to them. They will rope you into a contract that only benefits them and then when you stop payment due to dissatisfaction they will say they are taking all the necessary steps to take the membership back, but instead they will rack up the money in interest on the back amount owed and hold that over your head. We were hoping we had finally been rid of this nightmare, but they have swindled us once again and will do the same thing to you. Do not sign your name on anything that involves Diamond Resorts! We are now awaiting for them to actually do what they have previously stated they've already done! Just be weary of them or you will end up in the same predicament we are in.****************

      Business Response

      Date: 07/27/2022

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

      We are sorry your experience with Diamond Resorts has been less than satisfactory. Our Resolution team has been in contact with you and addressed your concerns. A follow up e-mail was sent to you on July 25th. Thank you for taking the time to share your feedback.

      Membership Support
      Diamond Resorts

    Hilton Grand Vacations, Inc. is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.