Complaints
This profile includes complaints for Hilton Grand Vacations, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,511 total complaints in the last 3 years.
- 372 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/31/2022
Type: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 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 VacationsInitial Complaint
Date:07/29/2022
Type: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.
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.
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