Business Profile

Vacation Timeshare

Hilton Grand Vacations, Inc.

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

1,497 total complaints in the last 3 years.
346 complaints closed in the last 12 months.

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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: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.
We are submitting this formal complaint against HGV regarding unresolved issues with the termination of our original timeshare Contract #**-516315. Despite multiple efforts to address this matter, HGV has not taken appropriate action. Most recently, we engaged in discussions with **** ******, who denied our request to terminate the original contract that was reinstated after the upgrade was canceled. We were ALSO manipulated into the original purchase. The original timeshare package was sold to us under misrepresentations. During the sales process, ******** and ***** made assurances about the packages value and benefits that turned out to be false. After experiencing the product, we realized the promises were untrue due to limited options, restricted booking availability, and overall lack of value relative to the contract terms.Hoping to resolve these issues, we attended a "new owner orientation," the upgraded package was marketed as a solution to the problems we were experiencing, but it too failed to meet our needs. Disappointed with the upgrade, we subsequently canceled it, at which point the original contract was reinstated. Unfortunately, despite the cancellation of the upgrade, the reinstated original contract represents both financial stress and continued dissatisfaction. Mr. ****** has recently declined our request to terminate this contract, further compounding our concerns. We respectfully request the BBBs assistance in ensuring that HGV terminates the reinstated original contract in full. Additionally, we ask for a thorough investigation into the sales practices employed by HGV during the initial sale and subsequent upgrade processes. Due to our mistrust of HGV, we prefer all correspondence regarding this matter to occur in writing via our email address at ************************** so there is a clear record. Thank you for your attention to this serious matter. We look forward to BBBs assistance in achieving a fair and timely resolution.
Business Response
Date: 04/03/2025
Dear ******* ******,

A representative from our Executive Resolution Team emailed you documentation on April 2, 2025 addressing your concerns. Should you have further questions,please contact our Executive 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: 04/08/2025

Complaint: 23113345

I am rejecting this response:
Below is the response we sent back to *** Carradice from HGV, who responded to our BBB complaint. We do not accept their response because it is the same response we've been receiving.
Message sent in reply:
***,

Thank you for reaching out. However, we filed the complaint with the BBB because of the denial of termination for this contract. We're already aware of your stance on this termination, which is why we will continue to file complaints.

We got the upgrade canceled outside of the rescission period, which leads us to believe you are in fact able to terminate the contract outside of the rescission period. Correct?

***, please know this is not something we will give up on. This has negatively affected our family in every aspect. We will not give up on this termination, and you will continue to hear from us until the entire timeshare is closed.

Thank you,

******* ****** and ******* *****

Sincerely,

******* ******
Business Response
Date: 04/10/2025
Dear ******* ******,

We are sorry you are not satisfied with our previous response. A representative from our Executive Resolution Team sent a follow up email to you on April 9, 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: 04/15/2025

Complaint: 23113345

I am rejecting this response because: The response does not solve the issue.
The following response was sent in reply:
***,

Hilton still needs to address how the sales pitch that got us to purchase was primarily based on being able to upgrade later. Which, upon upgrading, we were still dissatisfied. HGV acknowledged this dissatisfaction by canceling the upgrade. So having the original contract is just an inconvenience at this point. The product does not live up to the sales pitches that were given to us. The sales team told us they were confident that, just by buying in and upgrading later that we would love this product, which was misleading as we tried this and continue to be dissatisfied.

We don't want a refund, we just want the remaining contract terminated. We don't feel like this is that difficult of a request. How is there not anyone you can reach out to? that could send us some paperwork to sign, and then we can walk away and never talk to you again.... is it really THAT difficult?

Sincerely,

******* ******
Business Response
Date: 04/17/2025
Dear ******* ******,

We are sorry you are not satisfied with our previous response. A representative from our Membership Support Team mailed you documentation on April 17, 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, the contact information was provided in that email. We consider this matter closed.

Sincerely,

Membership Support
Hilton Grand Vacations
Initial Complaint
Date:03/23/2025
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 had just paid for a complete club membership ($14,500) and was booked for a stay at Historic Powhatan for a membership introduction. I liked the place and booked an extra night for 3/23/25. When I checked-in, the counter person had me run my card and extended my keycard for the extra night (paid 3/20/25). On 3/22/25 I tried doing my laundry when the washing machine flooded the room, ruining a couple of my clothes. The staff moved me to a two bedroom room down the street, where I had to move all my baggage and wet clothes to the new room (without an apology). On 3/23/25 the staff (******) texted me saying that I needed to pay for the new room, then called me, then called me again, then texted me again (HARRASMENT). She was arguing over the phone that Hilton Policy was that I needed to pay for the room by 10am, but I had already paid for the room on 3/20/25. I went to the lobby where I was met by ****** saying that if I did not pay they will have me escorted off the premises, and Hilton policy is that I am supposed to be locked out of the room by 10am, those were all actual words by ******, with a Big Muscular Security Guard standing beside him (INTIMIDATION). ****** then proceeded saying that because I upgraded my room I need to pay for the upgraded room, I catch more flies with honey, than with Vinegar was the exact words he said.I have been staying with Hilton for more than 10 years, this is the first time intimidation and harassment was used. I am a club member owner and just paid $14,500 two days prior to my stay. ****** or ****** was too lazy to look up if I had already paid for my stay, nor did they ask the staff if I already did additional stay. According to ****** it was not their fault that they did not know I had already extended my stay.I was going to overlook the laundry flooding and ruining a couple pairs of clothes, but with this incident, either refund me my club membership, or comp me for my stay and pay for the damaged clothes.
Customer Answer
Date: 03/24/2025
Please see attached file.
Business Response
Date: 04/05/2025
Dear **** ********,

We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our Resort Management Team has attempted to contact you by phone and email on April 2, 2025 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
Initial Complaint
Date:03/21/2025
Type:Service or Repair Issues
Status:
UnresolvedMore 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 10/21/24 we upgraded our time share contract to increase the annual points from ****** under our old contract to ****** under the new contract at a cost of approximately $30,000. We had paid the maintenance fee under our old contract which entitled us to use those points to book a 2025 vacation earlier in October, 2024 prior to the upgrade. On 11/12/24 Mr. ***** ****** texted me saying that ****** points would be added to my account in January, 2025 and my maintenance fee would be billed then too. We paid that maintenance fee for the new contract but the points were never added. I followed up with Mr. ****** in February, 2025 and was referred to another department. On 3/6/25 **** ****** emailed me that not only were the ****** points not going to be added but they were taking another ****** points away so now we are owed 22, 400 points. In that same email Ms. ****** advised that if we had paid the maintenance fees on both contracts then we would have been entitled to both sets of points. That is exactly what we did. There is nothing in the new contract that indicates taking points away as they have done. We have tried on several occasions to have different **** resolve this but have been unsuccessful. We would like to have this resolved as soon as possible. Thank you.
Customer Answer
Date: 03/29/2025
75231107971B3
Business Response
Date: 04/11/2025
Dear ****** *****,

A representative from our Resolution Team spoke with you on April 10, 2025 addressing your concerns and sent a follow up email. Should you have further questions, please contact our Resolution 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: 04/11/2025

Complaint: 23097466

I am rejecting this response because:
there was no answer to my specific reasons for my complaint. The purchase was referenced but nothing in that document indicates that ****** points should be removed from my account. I have been through this with several different people at the company over the last couple of months with no resolution. I would like to move to binding arbitration. Thank you

Sincerely,

****** *****
Business Response
Date: 04/17/2025
Dear ****** *****,

We are sorry you are not satisfied with our previous response. A representative from our Membership Support Team mailed you documentation on April 16, 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, 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: 23097466

I am rejecting this response because:
The company sent a letter dated 4/16/25 indicating that I requested cancellation of the contract which did not occur. In the BBB response today the company said the case is closed. In each of three instances as follows: 1) the signed contract of 10/22/24, 2) text message from ***** ****** of 11/12/24, and 3) email from **** ****** of 3/6/25 the company has not disputed any of these items. Because the company believes that this case is closed, I request binding arbitration.

Sincerely,

****** *****
Business Response
Date: 04/24/2025
We have reached out to the member to address their concerns regarding their points. We advised the member that they upgraded without the option to receive points in 2024. Their investment was for the upgrade, not for the club points as they opted out of that. This can be reviewed in their purchase agreement contract.

Sincerely,

Membership Support
Hilton Grand Vacations
Customer Answer
Date: 04/28/2025

Complaint: 23097466

I am rejecting this response because:
the contract does not opt out for these points. Please provide the exact reference in the contract where it says this. We need to go to binding arbitration on this. We keep going back and forth with no resolution.
Sincerely,

****** *****
Business Response
Date: 05/01/2025
Dear ****** *****,

I am sorry you are not satisfied with our previous response. A representative from our Club Resolution Team reached out to you on April *******, and reviewed your contract with you. Please refer back to your contract you received at the time of sale and review the purchase agreement documents. 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: 05/01/2025

Complaint: 23097466

I am rejecting this response because:
The company *** did not review the contract with me on 4/10. I have ***eatedly asked for the company to reference the specific part of the contract that supports their position. They have not done so. This case cannot be closed because there has been no resolution. Binding arbitration is necessary.
Sincerely,

****** *****
Customer Answer
Date: 05/07/2025
Attached please find proof of payment of maintenance as shown on the companys website. Thank you
Customer Answer
Date: 05/09/2025
I responded to ***** ****** by email as to why this case should still be considered for arbitration. Thank you
Business Response
Date: 05/21/2025
Dear ****** *****,

We are sorry you are not satisfied with our previous response. A representative from our Membership Support Team mailed you documentation on April 16 and May 15, 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. Should you have further questions, please contact our Membership Support Team. As a part of your ownership, we offer to assist you with the help of seasoned Club Counselors who will guide you with optimization of your membership. You may contact a Club Counselor at ************ (U.S and ******). We remain readily available to assist you with optimizing your ownership. We consider this matter resolved.

Sincerely,

Membership Support
Hilton Grand Vacations
Customer Answer
Date: 05/21/2025

Complaint: 23097466

I am rejecting this response because:
I never requested cancellation on 4/16 and exactly where in the written materials is their case proven? Binding arbitration is necessary.

Sincerely,

****** *****
Initial Complaint
Date:03/19/2025
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.
* Feb. 28, 2025 through March 17, 2025 * Resale Specialist - ******* ***** * The business committed to provide my options and the process to resell my Hilton Grand Vacation ownership. I received that email on Feb. 28, 2025 with two options. Option #1: Pay to Deed Back my Ownership to HGVC. Option #2: List my Ownership on the Resale Market. During two phone conversations with the Resale Specialist, he defined the qualifications for Option #1 differently which have measurable and quantifiable impacts ( 8 days/ 7 night stay at HGVC) on a decision. When I requested he provide the qualifiers in writing he refused to do so. * The business did not resolve my concern or request. Note: Ive been a responsible HGVC owner since 2011. Im currently a retiree in my mid 60s with the lifestyle and means equal to this time. In addition, I had decided to work Hilton to resell my HGVC ownership due to all the timeshare scams I hear and read about including AARP as a trusted resource.
Business Response
Date: 04/05/2025
Dear ***** ******,

A representative from our Resale Team emailed you documentation on April ****** addressing your concerns. Should you have further questions, please contact our Resale 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: 04/06/2025
Hello,

My complaint included two issues. The second issue was related to a security concern of a non related HGV email being included in my communications with the HGV representative, ******* *****. As you can see in the attachment my email reply bounced back from a non- business account : Reporting- MTA : dns; ******
That email security issue has not been addressed in my complaint. My security and privacy concern as previously stated, was that the HGV club representative cc email address with a ****** address. When I replied to the representatives HGV that bounced email - file is attached to reviewed and addressed.
* Please address this security related email.
Thank you,
***** Barton

Customer Answer
Date: 04/06/2025

Complaint: 23080267

I am rejecting this response because: my concern was not addressed or resolved. Ive sent additional documentation to be reviewed.

Sincerely,

***** ******
Business Response
Date: 04/10/2025
Dear ***** ******,

We are sorry you are not satisfied with our previous response. We have sent your inquiry to our Resale Team for review. Our Resale Team has a turnaround time of 45 days. For more information you can contact our Resale Team by clicking on the link: ************************************************************************* you for taking the time to share your feedback.

Sincerely,

Membership Support
Hilton Grand Vacations
Initial Complaint
Date:03/19/2025
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.
From the very beginning, I have felt misled and have been cheated out of many vacations that I had planned. There have been multiple instances where I was told that I could not use my timeshare during my desired time frame due to my membership status not being at the required level. At other times, I was informed that the timeshare was fully booked during my chosen dates, and that upgrading my membership would resolve these issues. Unfortunately, none of these promises were fulfilled. Between 2020 and 2022, I faced relentless pressure to upgrade again. I refused each time. I spent an hour and a half waiting in a stuffy room, only for the manager to finally arrive and reveal that the meeting was, in fact, another sales pitch to upgrade my timeshare. When I told the salesperson I was not interested in upgrading, he walked out of the meeting and never returned, wasting my time.I am writing this letter because I am no longer able to continue paying the mortgage, maintenance fees, and other associated costs of the timeshare. My financial situation has deteriorated severely due to circumstances beyond my control. The COVID-19 pandemic has had a significant impact on my business, resulting in the loss of many clients and a drastic reduction in income. Additionally, I have personally suffered from COVID several times, leading to ongoing medical issues and repeated hospitalizations. These challenges have caused a ripple effect, making it increasingly difficult for me to work and adding to my already mounting medical bills. My disposable income has been reduced to almost nothing, and every time I am forced to make a payment for this timeshare, my stress and anxiety worsen, as my doctor has warned me about the effects on my health. Given these circumstances, I am respectfully requesting that I be allowed to surrender the deed and contract back to Hilton Grand Vacations immediately. I look forward to your prompt response.
Business Response
Date: 04/10/2025
Dear ***** *****,

A representative from our ****************** Team mailed you documentation on April 4 and 8, 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:03/18/2025
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 purchased a vacation package back in April 2024 Four $149 when I told them to cancel it, they gave me back the $49 and extended My package for lifetime and not to expire. they called me today, wanting me to book something so we tried. they asked a few more questions put me on hold came back and said oh you do not qualify. I was to receive a $100 **** card, four days and three nights with the presentation at last up to 120 minutes after that was complete. I was to receive four days and three nights without any presentation since I dont qualify and they have my original hundred dollars I would like to have it back if they made some kind of mistake its not my fault I wouldnt go to any of their presentations now because I do not trust these people I believe they are a scam and a fraud and after reading the reviews which are very poor, I am asking for is my money back and none of the other benefits. part of the time they go by *** get away sometimes diamond 100 VRC and other times diamond resort in *********. I was told I was being recorded and they should have all the information and I was also told to to hang up and call this other number in order to get my money back. I called that number which is ************ and before I could say anything, the lady said you cannot have your money back because it is over 30 days. Well they have been leading me on and calling me now men trying to get me to book so now they tried to book and they say I do not qualify. I believe I am entitled to get my original hundred dollars back one lady said that customer service that you dont qualify for that but well find something else that you do qualify for well I do not want that. It is what it is which I do not qualify for. I have no trust in these people and Im just looking for my money back. I have not used any of their services when I try to today when they called to book something they came back on the line and says you do not qualify. (Maybe too old)
Customer Answer
Date: 03/19/2025
After looking again at the small print and eligibility of $75,000 plus I should not have been solicited in the first place. They took my $100 and since I do not qualify they refuse to send my money back. How can a company disqualify you and not return your money? I am only asking for my $100 back. Thank you
Business Response
Date: 03/29/2025
Dear ***** ******,

A representative from our VIP Marketing Team emailed you on March 28, 2025 addressing your concerns. Should you have further questions, please contact our VIP 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: 04/03/2025

Complaint: 23084160

I am rejecting this response because:
8 days ago they claimed to be working on getting a check approved, but I dont trust these people. It has already been 5 working days and no check. Its all a big delay probably hoping I go away. I will only believe it if I received one and it cleared the bank. I still think they are a bunch of crocks looking to scam the public. I should not fallen for this scam in the first place. Stay far away from these people who worry about giving back my $100 when they make billions a year, I guess that is how they do it. I hope this alerts others.

Sincerely,

***** ******
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 is currently reviewing your case. Someone will follow up with you within 3-5 business days. We appreciate your patience.

Sincerely,

Membership Support
Hilton Grand Vacations
Initial Complaint
Date:03/18/2025
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.
In October 2023 I became aware of the Hilton Grand Vacations (HGV) Club Transitions program that would allow me to return my timeshare to them. At that time I initiated a case for transition as I am a disabled veteran with 90% service connected disability and don't use the timeshare. Despite this I have continued to pay my dues / fees / etc even though I don't use the timeshare. Today, March 18th, 2025 I reached out to HGV to inquire about transitions again and was told abruptly that the case had been closed by the titles team because I purchased the timeshare by resale and not directly. The gentlemen I spoke to on 3-18-25 was ******* ******** and again explained to him that I have disabilities and do not use the timeshare as a result. He abruptly stated that I could not use the Transitions program. I would like HGV to consider the position I am in and extend to me the same courtesy they have extended to others in using the Transition program, allowing me to relinquish the timeshare back to them.
Business Response
Date: 03/26/2025
Dear ****** ******,

We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our Transitions Team spoke with you on March 18, 2025 and resolved this matter to your satisfaction. Thank you for taking the time to share your feedback.

Sincerely,

Membership Support
Hilton Grand Vacations
Customer Answer
Date: 03/26/2025

Complaint: 23083828

I am rejecting this response because: The matter was not resolved to my satisfaction when I spoke with the HGV representative on March 18th. In fact I was not satisfied which is why I contacted BBB. I never said I was satisfied. That is a complete LIE! HGV may have been satisfied with the response, but I WAS NOT and AM NOT. Sending a reply to this complaint that is a FALSE and FAKE statement only adds to my complaint as HGV is now flat out lying, This is unacceptable.

Sincerely,

****** ******
Customer Answer
Date: 03/26/2025
This is the email I received from HGV on 3-18-25. As you can see the email address doesn't even allow me to reply, so it is not possible that I expressed to them that I was "satisfied". As you can see the email even says what they "told" me in no place does it say that I am satisfied with what they told me. I AM NOT SATISFIED. That is a complete lie - I never said I was satisfied with the response and in fact had no way to even say that as the email does not allow replies.

******* Burnside <************************************************************************************>
Tue, Mar 18, 2:46?PM (8 days ago)

to me

Good day,

Please do not respond to this email. If you have any questions please email ****************************************************************

You called transitions today and we told you that you had a case in transitions but our titles department closed that case because they found out that this is a resale.
It does not meet our requirements.

Must be the original owner of the contract, at an eligible resort and the contract must be two years old.

There can be no existing loan balance or other lien encumbering the vacation ownership related to any contract(s).

Payment of all maintenance fees up through the year of relinquishment must be paid in full through the year Transitions request is started. Here is the phone number of ******************** ************ .

The future reservations, you can still use up your points until the end of the year because our department is on pause.

Working with a third-party exit company or law firm may negatively impact eligibility.

Thank you,
Richard ********
Transitions | Hilton Grand Vacation
Email: **************************************************************** | Phone: ************
Business Response
Date: 04/05/2025
Dear ****** ******,

We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our Resale Team is currently reviewing your case. Someone will follow up with you within 3 5 business days. We appreciate your patience.

Sincerely,

Membership Support
Hilton Grand Vacations
Initial Complaint
Date:03/15/2025
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.
2/12/25 stayed at Hilton Vacation Club Tahoe. Upon arriving we were hailed over to the front desk. Started checking in but learned it was the concierge not check-in. We were offered two free nights in addition to our stay if we attended a 2hr marketing seminar. **** no obligation to purchase and after checking the verbiage on the agreement, we decided to go along with the solicitation. Worst case scenario -no free nights and stick to our original plans. Seminar was 2/15/25 we sat through the spiels and were genuinely interested in what was being offered. When we learned of the cost of the timeshare membership, we had to decline -was not in our budget. Had to decline a few times (was a 'no pressure' thing -not the case) We signed out after the seminar to collect a gift card and to the two free nights previously offered. That afternoon tried to confirm our add'l nights at front desk and make sure we would be staying in the same location under the offer. Front desk had no info and were unable to get ahold of Hilton marketing to confirm. This was the last night of our original stay. The next morning still no information and still no response from marketing. The hotel offered to let us keep our room until they could resolve the issue. Next day the hotel had it sorted and we believed that was that. 2/12/25 we were charged $233.50. When asked were told it was the price of the 2 additional nights. 2 weeks of disputes later (2/24/25) we were charged a 2nd time totaling $467. We're not rich, we just like to snowboard and this $467 was tying up money we needed for rent due 3/1. Multiple phone calls and emails later the charges were finally reversed. On 3/6/25 we were charged AGAIN for $233.50. This is an UNAUTHORIZED charge from the hotel AFTER the dispute had already been settled. This is unacceptable and not becoming of a BBB A+ rated company. We would have been just as happy without the additional nights and without being swindled.
Business Response
Date: 03/29/2025
Dear ***** ******** - *****,

We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our Membership Support Team has attempted to contact you by email on March 20 and 27, 2025 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
Initial Complaint
Date:03/14/2025
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.
February 22, 2025, I attended a timeshare presentation at Hilton Grand Vacations Club on the *************** (******************************************). The sales ***resentative, ******* ******, mis***resented the terms of the VIP package I purchased ( contract # ***-738582) and engaged in deceptive sales practices.During the presentation, Mr. ****** verbally promised that the VIP package would allow me to book stays at any Hilton hotel. Based on this assurance, I agreed to proceed with the purchase. Without providing any written terms or details, he charged my credit card first. Only after the payment was processed did he hand me the paperwork, which outlined significant restrictions that were never disclosed before payment. When I questioned these disc***ancies, he then stated that the package was non-refundable, trapping me in an agreement I was misled into. The actual package terms differ completely from what was verbally promised:Limited Locations The package only allows bookings at select Hilton Grand Vacations properties, not all Hilton hotels as promised.Reservation Restrictions I was never told that I would be limited to 2 reservations at a time, which diminishes the package's usefulness.Nonexistent Availability Every time I have tried to book, there has been no availability, for my dates i want. impossible to use the package.Additionally, the package does not activate for 21 days, meaning I had no way to verify these issues or take action until it was too late. Once I realized I had been misled, I immediately contacted Hilton Grand Vacations to cancel and request a refund, but they refused, stating that the charge was non-refundable, despite the fact that the terms were only disclosed after payment.This is a clear case of bait-and-switch sales tactics, where the sales *** lied to induce a sale, processed my payment before disclosing the true terms, I am requesting a full refund, as the service I was promised was not delivered.
Business Response
Date: 03/26/2025
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 *********************************** your account. We appreciate you taking the time to share your feedback.

Sincerely,

Membership Support
Hilton Grand Vacations
Business Response
Date: 03/26/2025
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 *********************************** your account. We appreciate you taking the time to share your feedback.

Sincerely,

Membership Support
Hilton Grand Vacations
Customer Answer
Date: 03/26/2025

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:03/14/2025
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 did a timeshare virtual tour on Jan 27 2025. We agreed to upgrade only on the basis our current payments can stop and that we can break up the hefty down payment. We set up a down payment schedual and did our part. ***** and ****** both said all is good and if we need anything to contact them directly. ***** called back few days later and advised it was to late to stop the February payment and asked if we wanted to still continue if we can revise the February part of the down payment. Which we agreed and was told our March payment is canceled. We contacted them various times as March got closer and was told no everything is good. Come March 7th our payment processed. We did dispute with our bank and got the funds back but because of the hesitation and dishonesty we told them we wanted to cancel the new contract as that was the only reason we continued with it and keep our old contract. We have been calling and leaving voicemails. We have been sending emails and no response. We need to pay our March payment but we want to ensure our current contract is still valid first. We also want to ensure our deposit schedule is stopped and the intrest of 309 is refunded and our first part of the down payment is refunded of 400. We got ahold of ***** several days ago and when talking to him for the two minutes which we have recorded he said we can cancel the new contract and keep our current we just have to talk to our sales agent. ****** our sales agent has not responded to any correspondence what so ever and sends us to voicemail and our emails are not being responded too. ***** also during this conversation intentionally hung up on me while talking to him and never called back. We have all the email receipts if needed and call logs to show weve been consistently reaching out and no responses back.
Business Response
Date: 03/26/2025
Dear ****** *****,

We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our **************** Team spoke with you on March 21, 2025 and resolved this matter to your satisfaction. Thank you for taking the time to share your feedback.

Sincerely,

Membership Support
Hilton Grand Vacations

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