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

  
• 

  Hilton Grand Vacations Company LLC

  102 West 57th Street New York, NY 10019-3302

  
• 

  Hilton Grand Vacations Company LLC

  1335 Avenue of the Americas 44th Floor New York, NY 10019

  
• 

  Varsity Clubs of America - South Bend Chapter, Inc.

  3800 N. Main Street Mishawaka, IN 46545-3110

  

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:04/04/2025

  Type:Service or Repair 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 have owned ************************************ as a timeshare holder for over 30 years. I went to an update in February of 2024 with my son ******* ******. Unknown to me and without authorization they transferred my account into his name. He received the bill for the annual dues in October of 2024 and called and notified them. They stated they would take care of it and send me the bill which they did not. I called in January 2025 and again complained and was told it would be transferred back to me as the deed is in my name and they don't know how this happened. As of today this still has not been done. I attempted twice to contact the title services for the company to be placed on a waiting hold and after 30 minutes hung up on "due to high call volume" making it impossible to contact them. I have attached the tax bill from the state of California showing that I am the owner. I would like them to properly correct the paperwork and allow me access to my account.

  

  Business Response

  Date: 04/12/2025

  Dear ******* ******,
  
  A representative from our Resolution Team spoke with you on April 4th and 9th, 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: 04/12/2025

   
  Complaint: 23162167
  
  I am rejecting this response because: As you can see from the email correspondence with the company their response is to do what I have tried to do several times.  They want me to call their title company.  I have spoken with them twice and no change has been made.  As my email and original complaint stated, I tried calling and after being on hold for 28 minute the call was disconnected with a message that due to high call volume they cannot take my call.  This happened twice. I have asked for an email address to correspond with the title company with no response. They should have someone from their title company look into the complaint and resolve it. I appreciate your help in this matter as it has been ongoing for 6 and a  half months. 
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 04/20/2025

  I was able to get ahold of the title company on 4/15/2025 and was told the problem would be corrected in ***** hours.  As you can see from the attachment as of 4/20/2025 no change has been made as it is still in my son ********* name. i was able to change the email and address only, but also had to have my sone give me the access code as it was sent to his email before changing. 

  

  Business Response

  Date: 04/29/2025

  Dear ******* ****** ,
  
  I am sorry you are not satisfied with our previous response. Your account has been reviewed and updated with the correct name that is listed on the deed. We apologize for the inconvenience this has caused. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

  Customer Answer

  Date: 04/30/2025

   
  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:04/03/2025

  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.

  Date of Original Purchase: 11/05/2023 TIMESHARE CONTRACT 1. Was originally offered 1-hour of listening session but it lasted for 4 hours, was forced to speak to a salesperson 2. Salesperson became rude and pushy.3. We were ********* be clear, we never asked for a sales pitch. We were ALWAYS forced into one. We NEVER wanted to or sought to purchase anything. It was all a bait and switch with forceful sales tactics and false promises. 4. The overall experience from HGV Sales and amount of money we were basically pressured, held hostage and belittled into giving by being made to feel stupid if we did not buy, has caused so much stress and financial hardship that we NEVER asked for or wanted. I

  

  Business Response

  Date: 04/05/2025

  Dear *** ****** *********,
  
  A representative from our ****************** Team emailed you documentation on March 27, 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

• Initial Complaint

  Date:04/02/2025

  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.

  On July 1st 2024, I purchased a promotional Hilton vacation package (Confirmation # **********) online for $111.38. My purchase was made while residing in ******, **********. Subsequently, my circumstances required me to cancel the package, and on Apr 2nd 2025, I contacted Hilton Grand Vacations to request a cancellation and a full refund. My request was denied, with HGV stating the package was non-refundable according to their policy. Upon carefully reviewing the confirmation email again after the denial, I was able to locate the non-refundable clause within a separate 'Terms and Conditions' document, which was only accessible via a hyperlink embedded in the email. However, this critical, non-refundable condition was not made clear or conspicuous prior to my completing the purchase. The main body of the email and promotional materials focused entirely on the package's benefits and discounted price, with no upfront mention of this significant restriction. The hyperlink to the full terms was in small print at the bottom of the email among several unrelated links, named "click here". I believe this failure to prominently display such a material term constitutes an unclear and misleading sales practice. Relying on the information presented clearly, I made the purchase without adequate awareness of this key restriction. Therefore, due to the lack of clear and conspicuous disclosure of the non-refundable policy prior to purchase, I request a full refund of $111.38

  

  Business Response

  Date: 04/17/2025

  Dear ***** **,
  
  We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our Marketing Team emailed you on April 11 and 15, 2025 in regards to your inquiry. Once we have received the requested documents someone from our Marketing Team will review them and follow up with you.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23153643
  
  I am rejecting this response because they only offer cancellation without refunding. I am traveling and cannot access the evidence I previously uploaded, and I am not sure if it changes anything if I provide the email evidence again.
  
  Sincerely,
  
  ***** **

  

  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 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: 04/28/2025

   
  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:03/31/2025

  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.

  uploaded my cancellation that I sent to Diamond Resorts/ Hilton

  

  Business Response

  Date: 04/11/2025

  Dear ******* **** and ****** ******* **********,
  
  A representative from our ****************** Team emailed you documentation on April 10, 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

• Initial Complaint

  Date:03/29/2025

  Type:Billing 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 April 2024, My husband and I attended a Hilton Grand Vacation Presentation in *********. On 09/23/24, we received a collections notice indicating we owed $1908.69 which included a $25.00 late fee and $27.73 in interest. At no time did we ever receive mail and/or e-mail notification of a bill due. I contacted the company on 09/23/2024, to receive an explanation. The customer service *** had no idea how to read our contract to explain the fees. She indicated the billing department would get back to us. Several days later, the billing department sent us the same bill with no explanation. In October 2024, we attended which we were told would be an orientation (which we paid for) on how to utilize the system in *********. That was not the intent, it was intended to upsell. We asked the above questions to our *** that day - ****** **** - and he indicated we should have been contacted for orientation which we never received. ****** indicated that we would have to pay the annual assessments each year although we only get points every other year. We confirmed that because we had paid $1908.00 that we would not pay again until 2026 which he stated yes, but stated our first year should have been adjusted to reflect April - December which it was not. Today 03/29/25, I logged into our account to look for upcoming vacations and checked the financial statements. Again, they have a collections notice with late fees and interest, and again, we never received a statement via mail and/or e-mail. There is an additional $309.00 Late Fee regarding points that we have no idea what it is. We paid rollover amount for points when w/******. We have been with ****** Vacation Club for over 15 years and never experienced anything such as this.

• Initial Complaint

  Date:03/28/2025

  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.

  I am filing this complaint regarding Hilton Grand Vacations in relation to two timeshare contractsone for a property in *******, ** (Contract #**-535253), and a newer one for ****************** (Contract #**-516982). I legally canceled the Las Vegas contract on March 24, 2025, within the 5-day rescission window under Nevada Revised Statute 119A.410. H3**2353132373**13037H acknowledged that cancellation and is processing a refund of my $2,490.** down payment.However, they are refusing to return the $6,765.15 in trade-in equity from my prior ******* contract. That equity was applied toward the now-canceled Las Vegas purchase, and I was clearly informed by H3**2353132373**13037H representativesincluding a licensed real estate agent listed on my contractthat I would no longer be responsible for the ******* ownership. H3**2353132373**13037H appears to be relying on a clause that states ownership may revert to a prior contract if the new one is not completed. However, this clause refers to failed closings due to financing or escrownot cancellations made under legal rescission. My cancellation was lawful and acknowledged by H3**2353132373**13037H, which voids the new contract entirely. Therefore, reactivating the old contract and retaining the trade-in equity contradicts both the intent of the transaction and consumer protections under Nevada law.I have made several attempts to resolve this by email, requesting clarification and full cancellation of both contracts. While H3**2353132373**13037H responded to the Las Vegas cancellation, they have completely ignored all questions and documentation related to the ******* contract. Desired Resolution:Written confirmation that I am fully released from Contract #**-535253 (*******)Full refund of the $6,765.15 in trade-in equity Confirmation that no negative credit reporting will occur on either contract I am asking H3**2353132373**13037H to honor the written and verbal representations made by their own staff and close this matter fairly and in accordance with state law.

  Customer Answer

  Date: 03/31/2025

  Supporting documentation - emails 

  

  Business Response

  Date: 04/05/2025

  Dear ******** *********,
  
  A representative from our **************** Team spoke with you on April 3, 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: 04/07/2025

  
  Thank you for your continued support in my open complaint with Hilton Grand Vacations.
  
  I want to share that I recently received a follow-up message from Hilton representative ******, who stated she is working on the latest email I sent regarding my request for a more reasonable and sustainable deed option. I appreciate her willingness to respond, and Im hopeful we may still find a resolution.
  
  However, at this time, I would like to respectfully request that this complaint remain open until a final and fair resolution has been reached. While communication is continuing, my original concerns regarding misrepresentation, lack of flexibility, and the reversion of my deed remain unresolved.
  
  I have made every effort to work with Hilton in good faithincluding offering alternative options, trying to compromise, and clearly explaining my financial limitationsbut I have not yet been met in the middle. I am still hopeful that can change, and I will be sure to provide an update once progress is made.
  
  Thank you again for your support and for allowing this issue to remain active while discussions continue.
  
  Sincerely,
  ******** *********

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23131436
  
  I am rejecting this response because:

   

  Thank you for your continued support in my open complaint with Hilton Grand Vacations.
  
  I want to share that I recently received a follow-up message from Hilton representative ******, who stated she is working on the latest email I sent regarding my request for a more reasonable and sustainable deed option. I appreciate her willingness to respond, and Im hopeful we may still find a resolution.
  
  However, at this time, I would like to respectfully request that this complaint remain open until a final and fair resolution has been reached. While communication is continuing, my original concerns regarding misrepresentation, lack of flexibility, and the reversion of my deed remain unresolved.
  
  I have made every effort to work with Hilton in good faithincluding offering alternative options, trying to compromise, and clearly explaining my financial limitationsbut I have not yet been met in the middle. I am still hopeful that can change, and I will be sure to provide an update once progress is made.
  
  Thank you again for your support and for allowing this issue to remain active while discussions continue.
  
  Sincerely,

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

   

  

  Business Response

  Date: 04/12/2025

  Dear ******** *********,
  
  We are sorry you are not satisfied with our previous response. A representative from our Executive Resolution Team spoke with you on April 10, 2025 advising the HGV program has been accurately represented by the sales team and in the written materials provided to you and therefore cancellation will not be granted. Additional information was also provided for added assistance. Should you have further questions, please contact our Executive Resolution. We consider this matter closed.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

• Initial Complaint

  Date:03/28/2025

  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.

  I purchased a "VIP" package from HGV but after trying over a dozen times they never have availability for me to use the points in the locations allowed. I called today and was told my package expired and now I basically lose the money I've already spent without being able to take a single vacation due to their lack of availability. Very shady practices and the customer service makes these claims, but they have rooms available on the website every time I was denied a room. It is a scam, and I would like to be able to use the service I paid for or have my money refunded. I found hundreds of complaints online that mention the same issues.

  

  Business Response

  Date: 04/03/2025

  Dear ***** ****,
  
  We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our VIP Marketing Team cancelled and refunded your marketing package reservation. Please allow 6 8 weeks 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:03/27/2025

  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 requesting the cancellation of our timeshare contract with Hilton Grand Vacations due to the ongoing confusion, financial burden, and lack of practical use. Since purchasing the timeshare, we have struggled with the complicated and restrictive booking system, unclear point allocations, and constant difficulty in finding availability that meets our familys needs. Despite upgrading our contract in hopes of resolving these issues, the process remains frustrating and financially drainingespecially with the escalating annual maintenance fees, which have risen significantly and unpredictably. Most concerning is the realization that this increasing financial obligation would eventually be passed on to our children, something we never intended. For these reasons, we urgently request cancellation of this contract.

  

  Business Response

  Date: 04/11/2025

  Dear ******* ****,
  
  A representative from our ****************** Team emailed you documentation on April 10, 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

• Initial Complaint

  Date:03/27/2025

  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.

  Our ********* ownership has created severe financial and personal hardships that we can no longer sustain, and we want to get rid of all of our contracts with Hilton. Below are the key reasons for our decision:1. Severe Financial Hardship:Due to a significant loss of income, we can no longer meet our financial obligations for daily living. Our monthly timeshare expenses now exceed our monthly income, making it impossible for us to continue without risking further financial instability.2. Misleading Sales Practices:Throughout our ownership, we encountered multiple instances of misleading information about the true costs and resale value of our timeshare. Specifically, we were told that we paid $1,356,275 for ******* points over 30 years and that the Diamond point value for ******* points was priced at $1,973,500. We were repeatedly assured we could resell our ownership for as much or more than we originally paid, only to later learn that there is no viable market for selling it.Additionally, the timeshare presentations we attended were marketed as brief 90-minute sessions to update us on our ownership, yet these sessions often lasted over four hours. We felt pressured to stay, contrary to the promised timeframe. We were also misled about the costs associated with maintenance fees. One salesperson claimed that purchasing additional points would elevate our ownership level and reduce these fees; however, our fees have only continued to rise.3. Medical Conditions:Due to worsening health issues, we are no longer physically able to travel and make use of the timeshare. This inability to utilize the timeshare only increases the financial burden we are already facing.We struggle with eating, sleeping, and maintaining our mental health due to the stress caused by this timeshare. It has strained our marriage, and we cannot continue in this situation.

  

  Business Response

  Date: 04/12/2025

  Dear ***** ******,
  
  A representative from our ****************** Team emailed you documentation on April 11, 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

• Initial Complaint

  Date:03/25/2025

  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.

  Cancelation of timeshare agreement

  

  Business Response

  Date: 04/24/2025

  Dear ***** *****,
  
  A representative from our ****************** Team emailed you documentation on April 22, 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