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

  
• 

  Varsity Clubs of America - South Bend Chapter, Inc.

  3800 N. Main Street Mishawaka, IN 46545-3110

  
• 

  Sunrise Ridge Resort

  2301 Ridge Road Pigeon Forge, TN 37863

• 

  Casa YBel Resort

  2255 W Gulf Dr Sanibel, FL 33957-6104

  

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:04/16/2025

  Type:Sales and Advertising 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.

  I purchased a vacation package from Hilton Grand Vacations under the beliefbased on verbal assurances during the sales callthat properties in ***** were available and included in the package. After purchasing, I learned that no Japan properties were participating. When I asked for a list of eligible properties, I was told no such list could be provided. I was expected to call individual hotels myself to check eligibility. This process was not only unclear and burdensome but contrary to what I was told during the sales conversation. I have attempted to escalate this multiple times, but I have been stonewalledno customer service contacts, no supervisor, and no resolution.I believe this constitutes misrepresentation and deceptive sales practices. I am requesting a full refund. My confirmation number is **********.

  

  Business Response

  Date: 04/18/2025

  Dear ***** *****,
  
  We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from 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

  Customer Answer

  Date: 04/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:04/12/2025

  Type:Sales and Advertising 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.

  Location(s): *******, ** (initial purchase), Myrtle *********************** SC (upgrade)Title: Misleading Representation of Ownership Value by Hilton Grand Vacations Sales Teams I am filing this complaint regarding the misleading and deceptive sales practices used by Hilton Grand Vacations (HGV), which led me to purchase and later upgrade a timeshare ownership under false impressions of value.I initially purchased my timeshare ownership in *******, *******, and later attended an Owner Workshop in Myrtle *********************** **************, where I was encouraged to upgrade my ownership. In both instances, HGV representatives strongly emphasized that the ownership was a valuable asset that would either retain or appreciate in value over time.They specifically stated that:The ownership would function similarly to real estate,It could be easily resold for a profit or retained as a financial asset,It was a smart investment with long-term benefits.Based on these representations, I trusted the Hilton brand and agreed to purchase and upgrade my ownership.However, I later discovered that:The ownership is not a true asset but merely a depreciating right-to-use product,There is no viable resale market, and The value of the ownership drops significantly the moment it is purchased.Furthermore, I have not used the timeshare or any related services even once since the purchase and upgrade. This further supports the fact that I acted based on misleading sales information, not informed decision-making. I am requesting a cancellation before any benefit was derived from the ownership.These facts were not disclosed during the sales process. I now realize that I was misled by false and exaggerated claims, and would not have made the purchase had I been given accurate and transparent information.I am extremely disappointed that such practices are being used under the Hilton name. I urge BBB to assist in resolving this matter and holding HGV accountable for its misleading conduct.

  

  Business Response

  Date: 04/23/2025

  Dear Sang *** ***,
  
  
  We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our Sales Team has attempted to contact you by phone and email on April *******, to discuss this matter further and would appreciate you responding at your earliest convenience. Their contact information is provided on their email. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

  Customer Answer

  Date: 04/23/2025

  Their response appears to be a generic reiteration of company policy and does not address the specific issues I raised.
  
  To reiterate, my complaint is not based on buyers remorse. It is about the misleading and high-pressure tactics used during the sales process, the failure to disclose critical financial obligations, and the lack of proper opportunity to make an informed decision, particularly as the presentation occurred during a time-limited family vacation.
  
  The companys response does not acknowledge the actual experience I had, nor does it offer a meaningful solution. I respectfully ask that you provide a direct response to the following points:
  
  Why was I not clearly informed of my right to cancel the contract?

  Why was the resale value framed as an asset when in reality it has little to no market value?

  Why were future increases in maintenance fees not transparently explained during the presentation?

  Why was I rushed to sign without adequate time for review, especially during a family vacation?
  
  I am asking for a resolution based on the deceptive nature of the process, not simply because I changed my mind.

  Thank you for your help,

  **** ***

  
  

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23195481
  
  I am rejecting this response because:
  

   

  Their response appears to be a generic reiteration of company policy and does not address the specific issues I raised.
  
  To reiterate, my complaint is not based on buyers remorse. It is about the misleading and high-pressure tactics used during the sales process, the failure to disclose critical financial obligations, and the lack of proper opportunity to make an informed decision, particularly as the presentation occurred during a time-limited family vacation.
  
  The companys response does not acknowledge the actual experience I had, nor does it offer a meaningful solution. I respectfully ask that you provide a direct response to the following points:
  
  Why was I not clearly informed of my right to cancel the contract?
  
  Why was the resale value framed as an asset when in reality it has little to no market value?
  
  Why were future increases in maintenance fees not transparently explained during the presentation?
  
  Why was I rushed to sign without adequate time for review, especially during a family vacation?
  
  I am asking for a resolution based on the deceptive nature of the process, not simply because I changed my mind.
  
  Thank you for your help,
  
  

  Sincerely,
  
  Sang *** ***

  

  Business Response

  Date: 05/01/2025

  Dear Sang *** ***,
  
  
  A representative from our Resolution Specialist Team emailed you documentation on April 25, 2025, addressing your concerns.Should you have further questions, please contact our Resolution Team. Their contact information is provided in the documentation. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23195481
  
  I am rejecting this response because: their reply did not address the core issue I have raised.
  
  Sincerely,
  
  Sang *** ***

  

  Business Response

  Date: 05/08/2025

  Dear Sang *** ***,
  
  We are sorry you are not satisfied with our previous response. A representative from our Membership Support Team mailed you documentation on May 2, 2025, advising the HGV program has been accurately represented by the sales team along with the written materials provided to you at the point of sale. Therefore cancellation will not be granted. Additional information was also provided for added assistance. Should you have further questions, the contact information was provided in that email. We consider this matter closed.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

• Initial Complaint

  Date:04/11/2025

  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 filing this complaint against Hilton Grand Vacations (HGV) at ********* regarding our timeshare contract (Member #: **********, Contract #: 40-500252). Despite multiple attempts to resolve this matter directly with HGV, we remain extremely dissatisfied with both their customer service and the handling of our concerns.We were pressured into this timeshare purchase through aggressive and high-pressure sales tactics. Despite repeatedly trying to decline their offers, their representatives made it nearly impossible to walk away. Their promises of luxury, flexibility, and ease of use have all proven to be misleading.We have written to HGV several times expressing our frustration. We explained that every time we tried to use our points, we were required to attend an owners meeting, which was nothing more than another aggressive sales pitch to pressure us into spending more money. This practice severely impacted our ability to enjoy the vacations we were already paying for.Despite promises that booking reservations would be easy, we consistently struggled to secure accommodations even when booking well in advance. We were misled into believing that purchasing more points would improve availability, yet this was never the case. We were sold a dream that simply does not exist.Adding to our frustration, HGVs customer service has been consistently poor. We have felt insulted, dismissed, and completely undervalued as owners. Our letters have been met with generic responses that fail to address the heart of our complaints.We have made it clear that we want out of this contract. We do not want resale or mitigation options. We want HGV to release us from this contract due to the misleading, high-pressure sales tactics and failure to deliver on their promises. We hope the BBB can assist in holding HGV accountable for their actions and help us reach a fair resolution.

  

  Business Response

  Date: 04/24/2025

  Dear ******* *******,
  
  A representative from our ****************** Team emailed you documentation on April 24, 2025 addressing your concerns. Should you have further questions, please contact ******************. Their contact information is provided in the documentation. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23192669
  
  I am rejecting this response because:
  This is the response we received via email: 
  
  Dear *********** *******,
  
  I hope this email finds you well.
  
  This is in response to the communication we received from you dated 4/16/2025, in which you requested the cancellation of your contract with Hilton Grand Vacations.
  
  Please note, participation in the timeshare presentation is voluntary, unless you agreed to such participation as a part of promotional stay, in which case you could leave the presentation after the agreed upon time, prior to your participation (which is usually 90 minutes). During that time, our representatives discuss with potential and current owners their vacation preferences, desired price, and other terms and conditions in order to provide them with the best offer tailored to their unique situation and they are free to decline if not suitable to their lifestyle.
  
  One of the concerns you mentioned was that the sales person was misleading and you felt pressured into purchasing.  Please be advised that it is a violation of company policy to use any false or misleading statements or to omit material information. Such violations can result in disciplinary action. However, if you felt pressured or misled into purchasing, you were given a rescission period to look over the contract and, in the event, cancel if you decided not to continue with the purchase. Since the rescission period has passed, the contract becomes legally binding between the buyer and seller.
  
  You also mentioned was that you are having difficulty booking a reservation due to unavailability. Your purchase grants you a home week with a priority booking window.  Anything outside of the designated agreed upon time purchased is subject to availability and unfortunately, we cannot control the availability of properties when an owner would like to stay in one of our resorts.  We encourage our owners to book in advance at the properties in which they would like to stay.  Furthermore, certain properties may not be available due to the amount of points needed to book a stay.  If you have any questions regarding booking and/or availability, please feel free to contact the *************** directly at ************.
  
  After a thorough investigation into the circumstances youve raised, we regret to inform you that we could not identify grounds for the cancellation of your contract 40-500252 based on the information provided.
  
  The term of your ownership is based on your contractual agreement, so we are unable to cancel your contract.
  
  While we are not able to accommodate your request for cancellation, we remain readily available to assist you with your HGV vacation ownership.
  
  Sincerely,
  
  Hilton Grand Vacations
  Portfolio Services-MN
  
  
  We are Rejecting this response!! 
  To Whom It May Concern,
  We are writing once again regarding our Member #: ********** and Contract #: 40-500252. We appreciate your previous response but are extremely disappointed with the outcome and the dismissal of our concerns. While you emphasize the availability of a rescission period, this does not change the fact that the sales tactics used were aggressive, misleading, and left us feeling trapped into making a purchase we neither wanted nor felt fully informed about.
  Throughout the sales presentation, despite claims that participation was voluntary, the pressure we faced was overwhelming. The representatives created an environment where saying no was practically impossible. We were continually pushed toward decisions under stress, without the time or mental space needed to properly evaluate what we were signing. Your process may technically comply with certain regulations, but in practice, it left us misled and regretting our purchase almost immediately.
  Further, the product sold to us was misrepresented. We were promised flexibility and easy booking opportunities that have simply not materialized. We have made multiple attempts to book vacations, only to encounter constant unavailability or the need for significantly more points than discussed during the sales pitch. This failure to deliver on your promises has caused ongoing frustration and disappointment.
  Additionally, our interactions with your customer service team have been consistently dismissive and unhelpful. Rather than offering real solutions, we have been treated as if our concerns are not important. This treatment only adds to our dissatisfaction and sense of betrayal.
  Given these circumstances the high-pressure sales tactics, the misleading promises, and the inability to use the product as represented we firmly request that our contract be canceled and a full refund issued. We entered into this agreement in good faith based on your team's assurances, but it has become clear that the experience does not match what was promised.
  We expect a fair resolution to this matter and ask that you take immediate steps to cancel our contract and return the funds we have paid. We look forward to receiving a response that properly addresses the serious issues we have raised.
  Sincerely,
  ***** & *** *******
  ************************
  *******************
   

  

  Business Response

  Date: 05/02/2025

  Dear ******* *******,
  
  We are sorry you are not satisfied with our previous response. A representative from our ****************** Team sent a follow up email to you on April 30, 2025 addressing your concerns. Should you have further questions, their contact information is provided in the email. We consider this matter resolved.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23192669
  
  I am rejecting this response because:
  
  To Whom It May Concern,
  We are writing in direct response to your most recent communication regarding Contract #: 40-500252. We are extremely disappointed with your refusal to cancel our contract and your unwillingness to address the serious concerns we have raised. Simply reiterating a prior decision without meaningfully engaging with the facts we have already provided is unacceptable and reflects poorly on your organizations commitment to customer care and accountability.
  Once again, we must emphasize that we were subjected to aggressive and misleading sales tactics during your presentation. Your representatives created an environment where pressure and manipulation replaced transparency and choice. We were rushed, overwhelmed, and subjected to repeated tactics that pushed us into making a purchase we neither intended nor were fully informed about. Your continued focus on the rescission period completely ignores the fact that the way the sale was conducted deprived us of the clarity and freedom needed to make a fair decision in the first place.
  Further, we were sold a product that has not lived up to the promises made. We were assured that the package would offer flexibility and ease of use. In reality, we have faced constant obstacles and unavailability when trying to book vacations. The number of points required, the lack of options, and the general inaccessibility of your offerings make this product unusable for usand fundamentally different from what was sold to us.
  On top of this, your customer service has only added to our frustration. Our concerns have been repeatedly dismissed, and each interaction has left us feeling ignored and devalued. This is not the experience we were promised, nor one we would ever willingly continue.
  We are demanding a full cancellation of our contract and a complete refund of the money we have paid. We entered into this agreement based on false promises and under undue pressure. We have tried in good faith to resolve this matter respectfully, but your responses have consistently failed to address the real issues. We expect better, and we are not going to simply walk away from this without a resolution.
  We urge you to reconsider your position and take immediate steps to correct this situation. We are asking you one final time to cancel our contract and issue a refund. We expect a meaningful responsenot a form letter or another denial.
  Sincerely,
  ***** & *** *******
  ************************
  *******************

  

  Business Response

  Date: 05/14/2025

  Dear ******* *******,
  
  We are sorry you are not satisfied with our previous response. A representative from our ****************** Team emailed you documentation on May 12, 2025,advising the HGV program has been accurately represented by the sales team along with the written materials provided to you at the point of sale.Therefore cancellation will not be granted. Additional information was also provided for added assistance. Should you have further questions, the contact information was provided in that email. We consider this matter closed.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

• Initial Complaint

  Date:04/10/2025

  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.

  When we purchased the timeshare we informed the salesman that we were already members of Bluegreen timeshare. The salesman informed us that the companies were merging and having two accounts they would be merged and we would benefit because we would have the points for both in the newly merged ownership. This was a blatant lie and we were duped into getting an unneeded second timeshare.

  Customer Answer

  Date: 04/14/2025

  Attached is the authorization form requested.

  Customer Answer

  Date: 04/15/2025

  Please see attached authorization form.

  

  Business Response

  Date: 04/17/2025

  Dear ***** *******,
  
  A representative from our Resolution Team spoke with you on April 15, 2025 addressing your concerns. Should you have further questions, please contact our Resolution Team. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

  Customer Answer

  Date: 04/17/2025

  The person I spoke to was unaware of the BBB complaint. No resolution was offered.

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23181813
  
  I am rejecting this response because:

   

  The person I spoke to was unaware of the BBB complaint. No resolution was offered.

  
  
  Sincerely,

  
  
  ***** *******

  

  Business Response

  Date: 04/22/2025

  Dear ***** *******,
  
  
  We are sorry you are not satisfied with our previous response. A representative from our Membership Support Team spoke with you on  April 15, 2025  regarding your Better Business Bureau complaint. They went over that we are unable to cancel your contract advising the HGV program has been accurately represented by the sales team and in the written materials provided to you. Additional information was also provided for added assistance. Should you have further questions, the contact information was provided in that email.We consider this matter closed.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23181813
  
  I am rejecting this response because: I was told it didn't make a difference if the sales person lied to me or not because I signed the contract. Since the salesman did lie to get us to sign the contract so it was fraudulently entered into.  The email did say there is a transition program to get out of the contract but the person I talked to said it was not available for the last year.
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 04/22/2025

  When I talked to a ***resentative they were unaware of a BBB complaint. They only said it didnt matter if their sales ***resentative lied because I signed the contract and there was nothing I could do. The exit strategy previously mentioned by the BBB response was also false since their *** said it was not available. I dont believe lying to make a sale is okay or legal. I actually tried to contact the original salesman with questions and despite him saying he would be available he hasnt answered numerous calls. I dont understand how they can push a false narrative and lie with it being okay. 

  

  Business Response

  Date: 04/24/2025

  Dear ***** *******,
  
  I am sorry you are not satisfied with our previous response. While our sales representatives went over the main points on the contract, you were free to review the documents and contact us with questions thereafter. During the sales presentation, our representatives discuss with potential and current owners their vacations preferences, desired prices, and other terms and conditions to provide them with the best offer tailored to their unique situation and they are free to decline at any time. We believe the HGV program was accurately represented by the sales team and in the written materials provided to you. We consider this matter closed.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23181813
  
  I am rejecting this response because: You fail to recognize the false representation and breaking the law. What your salesman said was not part of the contract, it was what he said to seal the deal. Not all aspects of your business is disclosed in the contract, which is understandable, but false representation, lying about aspects of what is portrayed. A misrepresentation is a false statement of fact made by one party which affects the other party's decision in agreeing to a contract. What your salesman did was blatant misrepresentation. You can't put forth knowingly false information to get a sale. I'm sure that is why he never returned any calls. It seems like you are justifying misrepresentation which ids actually against the law. I'm a ******** resident and it violates 2024 Maryland Statutes,

  Commercial Law

   Title 14 - Miscellaneous Consumer Protection Provisions Subtitle 29 - False Advertising and Related Crimes Section ******* - False and Fraudulent Advertising

  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 04/29/2025

  Here is the actual language of the clearly violated law. I want to point out the last paragraph, A person who violates this section is guilty of a misdemeanor and on conviction is subject to imprisonment not exceeding 1 year or a fine not exceeding $1,000 or both.

  Universal Citation:
  MD Commercial Law Code ******* (2024)

  (a)    For the purpose of purchasing, selling, or disposing of property or a service, a person may not advertise a statement containing a representation of fact that the person knows, or by the exercise of reasonable care should know, to be untrue, deceptive, or misleading.
      (b)    A person may not offer for sale repossessed, reconditioned, rebuilt, or secondhand property, knowing the property to be repossessed, reconditioned, rebuilt, or secondhand, unless:
          (1)    The property is identified clearly as repossessed, reconditioned, rebuilt, or secondhand; or
          (2)    The circumstances of the sale make it clear to a reasonable purchaser that the property is repossessed, reconditioned, rebuilt, or secondhand.
      (c)    A person may not knowingly advertise for sale property or a service that the person does not possess or control for the purpose of inducing or increasing the sale of other property or service that the person possesses or controls.
      (d)    (1)    A person who issues, sells, or offers to sell a passenger ticket to board a vessel may not omit reference to the country of registry of the vessel in any advertisement or any other similar printed paper or notice, written or oral, regarding:
              (i)    The voyage or the ticket that entitles or purports to entitle its owner, purchaser, or holder to the voyage;
              (ii)    The vessel for which the voyage is sold or offered;
              (iii)    The line that the vessel is part of; or
              (iv)    If applicable, that the person is an agent for the line or vessel.
          (2)    Reference in a printed advertisement to the country of registry of the vessel shall be no less prominently displayed than the balance of the material appearing in the advertisement.
      (e)    A person may not advertise for sale property subject to a ground rent at a stated price or on terms stating the amount of any installment payments without also stating the amount of the annual ground rent for the property.
      (f)    A person who violates this section is guilty of a misdemeanor and on conviction is subject to imprisonment not exceeding 1 year or a fine not exceeding $1,000 or both.

  

  Business Response

  Date: 05/08/2025

  Dear ***** *******,
  
  We are sorry you are not satisfied with our previous response. A representative from our Portfolio Services Team emailed you documentation on May 3, 2025, advising the HGV program has been accurately represented by the sales team along with the written materials provided to you at the point of sale. Therefore cancellation will not be granted. Additional information was also provided for added assistance. Should you have further questions, the contact information was provided in that email. We consider this matter closed.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

• Initial Complaint

  Date:04/10/2025

  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.

  Advised by Hilton Grand Vacations personnel to not pay maintance fees for two time share units that were evacuated in October 2024 for Hurricane ******, pending credits that were supposed to happen and so far have not. Reached out to HGV customer service with ZERO ********************** customer service assistance after NUMEROUS phone calls (hours on the phone still with zero help), emails that have gone unanswered, now a lawyer demand letter that could care less about the documentation and is assessing fees. I've tried rectifying this situation, even my family and I PAYING our maintenance fees and still zero help.

  Customer Answer

  Date: 04/18/2025

  Would appreciate knowing the exact reasoning for this correspondence.  And would appreciate some help in resolving this instead of a blanket reject letter.

  ***** ********

  

  Business Response

  Date: 05/01/2025

  Dear ***** ********,
  
  A representative from our Resort Management Team spoke with you on April *******, addressing your concerns.Should you have further questions, please contact the Resort directly. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

• Initial Complaint

  Date:04/09/2025

  Type:Sales and Advertising 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 was sold a package on the phone this morning with Hilton that I would pay a lower price and would listen to a sales presentation. However, it appears to be a deceptive business practice to trick consumers to purchase. I was informed that any locations under Hilton would ************* would quality for the promotion, I immediately looked at the availability on hilton website and saw space before I agreed to purchase the package. However, an hour later, when I called the number given by Hilton ************** to book the stay, they told me that the dates are not available for the ************* hotels of Hilton. They said that only Hilton on the phone can tell me what is available, and the Hilton website is not accurate info (check-in June 19 and check out on June 22 of 2025). Specifically, I am looking for Capital Hilton to stay for 2 queens bed.I requested to speak with a supervisor to work out the problem. I was promised that a supervisor by the name of "********" would call me back by 5:30 est latest on April 9, 2025. I waited the whole day and no one called me from Hilton to work out the problem.

  

  Business Response

  Date: 04/29/2025

  Dear King *** ***,
  
  We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our Marketing Team spoke with you on ***** 21st,2025 and ***** 25th,2025.Should you have further questions, please contact our Marketing team their contact information is provided in the email. Thank you for taking the time to share your feedback.
  
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations
  

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23184097
  
  I am rejecting this response because: there is no solution offered yet.  It appears to be continuing dragging this to frustrate the customers so that the customers will give up.

  please kindly escalate this within your organization for a resolution.
  
  Sincerely,
  
  King Bun ***

  

  Business Response

  Date: 05/07/2025

  Dear King *** ***,
  
  We are sorry you are not satisfied with our previous response. A representative from our Marketing Team spoke with you on May 2, 2025 and resolved this matter to your satisfaction by booking your desired dates. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

• Initial Complaint

  Date:04/09/2025

  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.

  During the sales presentation for my Hilton Grand Vacations ownership, I had consumed alcohol and was not in a clear state of mind. I informed the representative that I did not fully understand what I was agreeing to and felt pressured into making a long-term financial commitment I was not ready for.Since then, *** realized that the ownership does not match what was promised in terms of value and flexibility. I have contacted Hilton Grand Vacations multiple times to request a respectful exit. I recently spoke with ***** *******, an Owner Relations Manager, who reviewed the sales recording and stated that my comments were not present. I then requested to hear the recording, but was denied access.Instead, I was redirected to a financial hardship form, which does not address the issue of an uninformed and pressured sale. I am not seeking financial help or upgrades I am requesting to be released from the ownership contract entirely.I am filing this complaint because I believe the sale was unethical, and I have not been given a fair or transparent opportunity to exit. I am asking for resolution through contract cancellation.

  

  Business Response

  Date: 04/17/2025

  Dear **** *****,
  
  A representative from our **************** Team spoke with you on April 9, 2025 addressing your concerns. Should you have further questions, please contact our **************** Team. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

  Customer Answer

  Date: 04/22/2025

  Dear BBB,
  I would like to provide additional financial details related to my complaint (#********) against Hilton Grand Vacations.
  After carefully reviewing my bank records, I have confirmed that a total of $14,440.90 was withdrawn by Hilton Grand Vacations and related entities. These charges were made while I was actively trying to exit the contract and communicating with Hilton representatives.
  Here is a breakdown of the charges:
  $7,000.00 Charged on February 17, 2025 (Hilton Grand Vacations)
  $5,568.29 Charged on March 18, 2025 (Hilton GVT VVS Loan SV)
  $1,872.61 Charged on March 18, 2025 (Hilton Miracle Mile HOA)
  Total Withdrawn: $14,440.90
  This amount reflects a major financial burden, especially since these charges continued during a period when I was seeking a resolution. I have submitted complaints to both BBB and the California Attorney General and am still requesting contract cancellation and review of these charges.
  Thank you for allowing me to submit this update. Im happy to provide supporting documentation upon request.
  Sincerely,
  **** *****
  ******************************
  ************

  Customer Answer

  Date: 04/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 04/28/2025

  Dear BBB,

  I am writing to respectfully request that my complaint (#********) against Hilton Grand Vacations be reopened or updated.

  I mistakenly clicked "I accept" during the online process, misunderstanding that it would permanently close the case. I want to make it clear that I do not accept Hiltons response as a satisfactory resolution.

  Hiltons representatives have misrepresented the situation. I have documented financial harm of $14,440.90, and I have been actively seeking cancellation of my contract. I never agreed to continue with the ownership, and I remain unsatisfied with how Hilton has handled my concerns.

  Please update my complaint to reflect that I do not accept the business's response. I am still pursuing resolution through BBB, the California Attorney General, and other appropriate agencies if needed.

  Thank you for your time and support.

  Sincerely,

  
  **** *****
  

  

  Business Response

  Date: 04/29/2025

  Dear **** *****,
  
  While our sales representatives went over the main points on the contract, you were free to review the documents and contact us with questions thereafter. During the sales presentation, our representatives discuss with potential and current owners their vacations preferences, desired prices, and other terms and conditions to provide them with the best offer tailored to their unique situation and they are free to decline at any time. We believe the HGV program was accurately represented by the sales team and in the written materials provided to you. We consider this matter closed.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23182003
  
  I am rejecting this response because:

  I do not accept Hilton Grand Vacations response.
  Their message fails to address the core issue I was pressured into signing under unclear conditions and stated I was not in the right state of mind. Despite paying $14,440.90, Hilton has refused to cancel the contract.
  I have filed formal complaints with the ************************ (Report #*********) and the California Attorney General. Hiltons response offers no solution, apology, or path forward only deflection.
  I request the complaint remain open and unresolved in BBB records. I continue to demand a full cancellation of my contract.
  **** *****
  ******************************
  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 04/30/2025

  Hilton Grand Vacations is deceiving consumers. 

  They lure people in with cheap travel offers and don't clearly explain the process upfront. Once you're at their presentation, they pressure you, wear you down, and trap you in a high-pressure environment. 

  I repeatedly told them that the offer didn't suit me, that I wasn't in the right mental state, and that I couldn't clearly process the information. Despite that, they pressured me into signing. 

  They handed me a huge stack of paperwork and told me to sign. without time to read or understand anything. Even for native English speakers, this documentation would take days to fully review  and for someone like me, who learned English later, it could take a week or more to understand properly. 

  Expecting anyone to read and sign such complex documents in under two hours is not only unreasonable it's abusive. 

   

  

  Business Response

  Date: 05/08/2025

  Dear **** *****,
  
  We are sorry you are not satisfied with our previous response. A representative from our Portfolio Services Team emailed you documentation on May 2, 2025, advising the HGV program has been accurately represented by the sales team along with the written materials provided to you at the point of sale. Therefore cancellation will not be granted. Additional information was also provided for added assistance. Should you have further questions, the contact information was provided in that email. We consider this matter closed.

  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

• Initial Complaint

  Date:04/07/2025

  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.

  I participated in a Hilton Grand Vacations presentation in *************** 11/23-26 2024 with Confirmation number **********. The offer I received originally was 4 day / 3 night stay at a Hilton area hotel. PLUS $199 Cash back after tour and $200 Spend a Night on Us certificate. I bought it over the phone in January and have 1 year to use.On August 30 2024, I received an email from Hilton Grand Vacations, titled ***** Get ****** Hilton Honors Points After Your Vacation. The term is as follows: Take your pre-paid vacation by December31,2024, and youll receive ****** Hilton Honors Points to use towards a future stay at a Hilton property. The ******* vacation you deserve is already paid for, and now it gets you more when you take it soon. I took the offer and called in on Sep 3rd to booked the presentation. Finished the trip in late November. I received the $199 back and also $200 voucher, but NOT the 20k promised points. Called a few times to HGV and forward the email to one of the Jazz ***** **************************************** On Dec 10th, he escalated the case to supervisor and confirmed me that the 20k points will be honored. However, four months passed, the points still not credited correctly.

  

  Business Response

  Date: 04/17/2025

  Dear **** ***,
  
  We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our Marketing  Team emailed you on April 11, 2025 and resolved this matter to your satisfaction by gifting you ****** Hilton Honors points Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

  Customer Answer

  Date: 04/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ***

• Initial Complaint

  Date:04/07/2025

  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.

  I purchased a 4-day, 3-night Hilton Grand Vacations package in ********* for $199, including $199 cash back and a $200 Spend On Us certificate. My stay was booked for 03/29/2025, with a sales tour at 11:45 AM on 03/****************************************** in **********Later, I had to take a 12:54 PM flight on 03/30. I called Hilton multiple times explaining I had a noon flight, and was finally rescheduled to 9:45 AM at the same resort. A *** confirmed the tour was 2 hours, and with an 18-minute drive and CLEAR, I believed I had enough time.On 03/29, I told the hotel front desk I had a noon flight. They confirmed Id have enough time. On 03/30 at 8:50 AM, I informed the sales tour desk. They said the earliest tour was 9:30 AM and confirmed it lasts ***** minutes. I checked in on time.After a short wait, a *** arrived. Upon hearing about my flight, she asked her manager. She returned and said I couldnt do the tour. I insisted 2 hours was enough. The manager and another staff came. I explained again. The manager said 5 hours were required, and admitted it was their internal issue. She said marketing shouldnt have booked it and the front desk was wrong. She promised I wouldnt be charged and had me write down that I had a noon flight.On 03/31, a male agent called with a hostile tone. I explained again. He said he had my call records but refused to check them or provide to me, saying I dont believe you, I believe my agent. He tried to charge me. I reminded him what the manager promised. He said he would escalate the case, but no one followed up. Later, I found a $500 charge on my credit card.I chose this resort only because the package made it free, even though it was 30 minutes from the *****************, and it was old and noisy. I delayed my flight just to attend the tour. I met all my responsibilities but got nothing in return, was mistreated, and charged $500.I request:Refund of $500 Delivery of the $199 cash back and $200 certificate A written apology

  

  Business Response

  Date: 04/17/2025

  Dear Lifeifan Du,
  
  We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our Marketing Team cancelled and refunded your marketing package reservation. We have also added ****** Hilton Honors points to your account. 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

  Customer Answer

  Date: 04/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Lifeifan Du

• Initial Complaint

  Date:04/05/2025

  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 bought a hgv package last week confirmation **********, I was calling them today because there is a missing gift for $200 spending a night certificate on my package. A few agents offered to add it to my package if I am able to book the reservation today. However, with kid school schedule, I am not able to have the date settle just yet, they kept pushing to schedule. Later another agent and supervisor refused to acknowledge that this is possible stating that you can not get point and certificate together. However, this is not true. I was also promised by a supervisor call back before he hang up on the call. And that never happen. Anyway, I am receiving different answers and information by different agent. Although agent already promised to add the Hilton spend a night certificate and later denied by someone else. They seemed have no trust. My friend is getting 125k points + 25k (if they book before may 31) and all fees waived and a spend a night certificate. Just as an example. I spend about 3 hours on the phone and I am getting nowhere. It is very disappointing.

  

  Business Response

  Date: 04/25/2025

  Dear ***** ****,
  
  We are sorry your experience with Hilton Grand Vacations was less than satisfactory.
  A representative from our Marketing Team spoke with you on April ******* to address your concerns. Should you have further questions, please contact our Marketing Team.We appreciate you taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations