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:03/13/2025
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.
March 06, 2025 I called to extend a booking at a Hilton hotel. This person was very nice and able to help me then asked if I would like an extra 2000 points to listen to some one talk about Hilton Grand vacations. I said yes. I was told this was a recorded line for quality and training. I listened to the representative and he was very difficult to understand, but I was trying to be cordial. He asked me what type of vacation I like, I said beach. He said lets get you booked in *********. I said no, he asked me why and I told him there are no beaches in *********. He suggested Dayton FL and I really wasn't interested so I said no. He continued to push me so I asked if you could go anywhere else and asked if Pensacola FL was an option. He said "yes, you can go anywhere" and I was still hesitant but he kept pushing. The conversation lasted more than 35 mins and I was by then pushed to my limit so I thought whatever I will just cancel later. I am not sure if he ever said it was not refundable but I was told this later when they called (by a different representative) to schedule my trip. I also told this person I did not want to do this and felt like I received a lot of mis-information during the initial call. She only said it was non-refundable. Feeling more pressure I scheduled my trip in a different location but after **** I looked up flights. Flights to this location from my location would be 1400$ + a person and if I don't show up they have my payment information and will charge me for the cost of the actual nights at the resort. I am very upset and do not want to spend this money, nor do I have the time to take this vacation. I would like them to go back an listen to the recording, the sales person was not truthful with me.
Business Response
Date: 03/29/2025
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: 04/04/2025

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:03/13/2025
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.
We are writing again to demand the immediate cancellation of our timeshare. We have never used it, and it has only brought financial and emotional strain to our family. The sales process was misleading and pressured us into a purchase we did not need, filled with false promises. Now, we are stuck with rising fees, poor service, and a company that prioritizes profit over people. ********** offer no real value when hotels provide better options at lower costs. We refuse to be ignored any longercancel our contracts and refund any money we are owed.
Customer Answer
Date: 03/14/2025
I've attached a photo of the signed and dated verification form.
Business Response
Date: 03/29/2025
Dear ******* *****,

A representative from our ****************** Team mailed you documentation on March 26, 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:03/12/2025
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.
BBB,We received a call from ****** at ************, who assured us they would follow up. Unfortunately, this has not happened, even though we had a confirmed time and date for the call. At this point, we feel compelled to file a formal complaint with the BBB to ensure this issue is documented publicly, as Hilton has been unable to assist us with our cancellation request.The last time we spoke with Hilton, we were told to expect an email within moments. That was over four weeks ago, and we have yet to receive anything. Additionally, we were informed that Hilton required documentation from our medical physician, but since they never sent us the necessary instructions, we remain in limbo. We are still waiting for an email from Hilton to move this process forward so we can regain some semblance of normalcy in our lives.This unresolved issue with Hilton has become a significant burden, impacting our ability to live the way we once did before making this purchase. Its disheartening how promises made under high-pressure sales tactics have left us in such a difficult position. If the information provided during the sales process had been accurate and transparent, we likely wouldnt be facing this situation. Sadly, we are not alonethere are hundreds of similar complaints online. Why is this such a recurring issue?Reference: ********* ********
Business Response
Date: 03/29/2025
Dear ***** ********,

We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our ****************** 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
Customer Answer
Date: 03/29/2025

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:03/12/2025
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.
We're a simple family with a special needs child who fell victim to Diamond Resorts' predatory sales tactics. They held us captive for SIX HOURS by taking our driver's licenses, forcing us to make decisions while our children were distressed. They promised affordable vacations but concealed that maintenance fees would follow us to our ****** and burden our children. When we "upgraded," they secretly doubled our fees after a year. The promised resorts are never available, and we're stuck paying for locations we don't want to visit. We went to one of their owners updates with the intent on learning how to secure the reservations and resorts we were promised, only to be coerced into an upgrade that did absolutely nothing to fix the availability problem. We've begged to be released from this contract, but we're just a small-town family fighting a corporate giant. Please don't let them trap your family too.
Business Response
Date: 03/29/2025
Dear ******* *****,

We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our **************** 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:03/11/2025
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 am filing this complaint against *** Getaway which is now a part of Hilton Grand Vacations. Back in April 2024, the marketing department of *** Getaway contacted me to sell two vacation packages for a four day three night stay in any of their resorts for a subsidized cost in lieu of attending their time share presentation. I was supposed to book for vacation within 1 year and travel within 18 months for the first package. Then have another 18 months to claim the second package.I have called the marketing department of Hilton Grand Vacations several times and they are unable to accommodate us at any of our preferred vacation at any of our preferred date slots. We tried to book for dates in ****** **** June, July, August in 2025 but they can only offer us dates that are during weekdays and when schools are open. For example, they do not have stay dates for spring break or around weekends or major US holidays. We have children who go to school and cannot have them miss school because Hilton Grand Vacations cannot accommodate during school breaks. Moreover, the choice of resorts is limited because they only have time share presentations at certain locations.The *** marketing team that sold me the packages was deceptive and never highlighted these severe restrictions. I would like Hilton Grand Vacations / VRC to remedy this situation by offering a full refund of the amount paid.
Business Response
Date: 03/29/2025
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. We will be mailing out a refund check to address that we have on file. We appreciate you taking the time to share your feedback.

Sincerely,

Membership Support
Hilton Grand Vacations
Initial Complaint
Date:03/11/2025
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 writing to formally request the cancellation of our timeshare contract with Hilton Grand Vacations due to misleading sales practices and financial strain. As newlyweds and recent homeowners, we believed this purchase would enhance our travel experiences, but it has instead become a significant burden. Key details, such as increasing maintenance fees and booking limitations, were misrepresented or omitted during the high-pressure sales presentation. We have struggled to use the timeshare as promised and now feel trapped in an agreement that does not meet our needs. Given these circumstances, we urge you to assist us in terminating this contract immediately.
Business Response
Date: 03/29/2025
Dear ******* *********,

A representative from our ****************** Team mailed you documentation on March 28, 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:03/11/2025
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.
Paid for a HGV package including 3nights and ******* points for a vacation. Package was used 9/20 at ***************** in ************, **. We ran into an issue at check in as they said our reservation was cancelled even though I had confirmed it a week before, and the resort had to reinstate it on site. Stayed at the resort and attended the presentation the next morning. Salesperson was extraordinary unprofessional and called us liars, held us for 2.5 hrs and then said we were on the do not sell list as we didnt buy the product offered. Still, we fulfilled the criteria and I have not been given the points. I have called support a number of times. Last time was escalated to a manager who confirmed yet again the points would be released to my account. It has been a month and still no points. This is clearly predatory and Hilton has just been wasting my time. I have fought this for months now calling over and over. Clearly they dont actually care about quality or service here. Strongly recommend to stay far away.
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 Marketing Team spoke with you on March 24, 2025 and resolved this matter to your satisfaction by giving you the promised ******* Hilton Honors points and an additional ****** Hilton Honors points as a goodwill gesture. Thank you for 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:03/10/2025
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 am submitting this complaint regarding Diamond Resorts failure to process my hardship exit request in a fair and timely manner. As an 81-year-old senior (turning 82 next month), I am experiencing severe medical and financial hardship. Despite following Diamond Resorts stated procedures, I have received contradictory and unclear information, causing unnecessary financial strain and emotional ****************************** January 7, 2025 I submitted a hardship exit request through my Diamond Resorts account, as per the companys stated process. Diamond Resorts policy indicated I would receive a response within 10 days, but no response was provided.January 27, 2025 I sent a follow-up email requesting an update.February 1, 2025 Diamond Resorts responded, stating that the Transitions Program was on pause until further notice, yet still requiring me to pay all outstanding fees in order to be considered for an exit once the program resumed.February 13, 2025 **************** of Attorney (****) submitted a formal hardship exit request on my behalf, outlining the following: Severe mobility limitations, multiple falls, and an inability to travel, making it impossible for me to use the timeshare.Cognitive impairment (memory issues), which affects my ability to manage contracts and finances.The recent sale of my home due to financial hardship and my transition to a senior care community, which has significantly increased my cost of living.February 20, 2025 Instead of addressing the hardship request, Diamond Resorts directed us back to the same Transitions Program process they had previously stated was paused indefinitely. They again insisted that all fees must be paid for my request to be considereddespite the program being non-operational.I ask that the BBB help facilitate a resolution, as I should not be forced to pay for an ownership I can neither use nor afford, especially while being subjected to an unclear and non-functional process.
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 has forward your Legal Representative's documents to our Lega Team. All communication will come from our Legal Team and be sent to your Legal Representative. We appreciate you taking the time to share your feedback.

Sincerely,

Membership Support
Hilton Grand Vacations
Initial Complaint
Date:03/10/2025
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.
On 10/22/24, we attended what was supposed to be a 90-minute presentation. I am a 71-year-old retired military veteran, and my wife, who is 68, joined me with the understanding that this would be a brief session. We were taken to an office for a one-on-one meeting where they explained all the positive aspects of timeshare ownership. We declined several times, but each refusal was met with more pressure. During this session, my wife began feeling very unwell and was clearly not in any condition to participate. She excused herself to the restroom and after about 30 minutes, I became extremely worried. The sales representative and I began searching for her, but there was no sign of her. After 20 minutes of frantic searching, she was found her near the exit of the Hilton property. She looked completely disoriented, and I was both relieved and deeply concerned. Instead of showing any empathy or concern for my wife, the sales pitch continued. My wife was visibly unwell and instead of allowing us to leave, they saw this as an opportunity to focus on me. They took full advantage, knowing I was distracted and worried. They put only my name on the deed, used only my income, and had only me sign. This was supposed to be a joint decision but they isolated me at my most vulnerable moment. I was told I would receive a call the next day to set up my account but the call never came. There was no mention of our right to rescind the deal within 10 days, which I only discovered later. They conveniently left out this critical information. My wife's health is my priority and the last thing we need is the financial and emotional strain of this timeshare. I am beyond disappointed and feel completely taken advantage of. Pushing a 71-year-old veteran into signing a contract while his 68-year-old wife was clearly in distress is beyond unacceptable.
Customer Answer
Date: 03/19/2025
I'm sorry but I looked at the several reasons something could have gone wrong with my complaint and I don't see what went wrong. Can you be more specific? I would like to fix this if I can.
Customer Answer
Date: 03/26/2025
****. We will look. Thank you!
Customer Answer
Date: 03/26/2025
It went to our junk mail. We will figure out how to get this back to youl
Customer Answer
Date: 03/31/2025
Here it is
Customer Answer
Date: 04/10/2025
How's that! Second page.
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 **************** Team spoke with you on April 15, 2025 and resolved this matter to your satisfaction. Thank you for taking the time to share your feedback.

Sincerely,

Membership Support
Hilton Grand Vacations
Initial Complaint
Date:03/10/2025
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.
This complaint is abt a package I purchased in May 2024. I was approached in the lobby of the Embassy Suites in ******* FL by one their sales **** & advised I was a Hilton Grand Vacations owner I was told I could still purchase this package w/ the attached extra benefits in writing.On 2/25/25 ***** called me from ************ asking if I was ready to book my trip. I explained to him my 19yr old son was murdered in April 2023 & I would like to book my trip for that time frame of April 2025. He found an available trip to the Hilton SeaWorld resort 4/24/25-4/27/25. As he began to go over the details of 60k bonus points I realized he wasn't talking abt this package but a previous package purchased. I then gave him this confirmation #**********. He then tried to convince me the package he was trying to book was better. I insisted ***** look into this package. He put me on hold & then told me this package was not supposed to be sold to me since I was already a HGV owner. How was I to know that? The sales person never told me that and if she booked this under false pretenses to get a commission that was not my issue. I was very distraught knowing that I thought I had a package to pre purchased for the upcoming 2nd anniversary of my son's murder. ***** then put me on hold to speak to a supervisor & then came back to tell me the package was canceled by his supervisor Gabby & a refund was issued back to my card ending 1000.I was infuriated by this time because now I do not have a trip for the 2nd anniversary of my son's murder-as the consumer I was never asked how I wanted MY REFUND *********** law, I was to have been given the option if I wanted a refund in the original form of payment or a check. I told ***** that I wanted to speak with a supervisor. He told me he would have Gabby call me back. I placed another call on 2/26/25 spoke to ***** J she said she would have a supervisor look into it and call me back. I have yet to receive a return call. This was false advertising.
Business Response
Date: 03/29/2025
Dear ***** ******,

A representative from our Marketing Team spoke with you on March 28, 2025 addressing your concerns about your refund. Should you have further questions,please contact our Marketing Team. Thank you for taking the time to share your feedback.

Sincerely,

Membership Support
Hilton Grand Vacations
Customer Answer
Date: 03/29/2025

Complaint: 23045847

I am rejecting this response because: I have not received the refund. I have explained over and over again.I no longer have that credit card.Or bank with that bank. The refund needs to be reversed and a check needs to be cut in my name in order for this matter to be resolved. The package was sold to me under false pretenses and 9 months after it was sold to me it was canceled without my permission nor a request for how I wanted to be refunded. Unless hilton can provide something showing that I signed stating that any cancellation or refund would be submitted in the original form of payment they need to write me a check.

Sincerely,

***** ******
Business Response
Date: 04/05/2025
Dear ***** ******,

We are sorry you are not satisfied with our previous response. A representative from our VIP Marketing Team has followed up on this case. We processed the refund to go back to the original form of payment in February 2025. We have confirmed with **************** that you did receive the refund. Should you have further questions, please contact **************** to discuss this further. We consider this matter resolved.

Sincerely,

Membership Support
Hilton Grand Vacations
Customer Answer
Date: 04/07/2025

Complaint: 23045847

I am rejecting this response because as I have previously stated this account is closed. The original purchase was made in May 2024. Hilton did not provide me with anything in writing that I SIGNED stating their refund policy. Unless they can provide proof that I signed something acknowledging their refund policy I am still requesting my funds are refunded in the form of a check. As the consumer I have the right to request how I want my refund especially with nothing from Hilton confirming that I signed and/or agreed to a refund almost one full year later in the original form of payment. The account is closed and I have no one of retrieving these funds. I am still disputing this matter as it is not resolved.
I have been an Accounts Receivable Manager for 36yrs. I know accounting like the back of my hand. They need to reverse the credit and cut me a check. I paid for this over 10months ago and I have paid for this on my card. A refund via check is the only way this matter will be resolved.
They sold me the package under false sales practices. Then took the package from me 10months later without notice. My original complaint still stands.

Sincerely,

***** ******
Business Response
Date: 04/10/2025
More details -
The member received her refund back to her original payment (****************) on February 25, 2025. We have confirmed with **************** that the refund was successful. The member is now requesting a paper check be sent to her. We have advised the member that we are not able to do this request as the refund was already given back on February 25, 2025.
Membership Support
Hilton Grand Vacations
Business Response
Date: 04/10/2025
Dear ***** ******,

We are sorry you are not satisfied with our previous response. A representative from our VIP Marketing Team has advised that the refund was given back to your original payment on February 25, 2025. We have also confirmed with ****, that the payment was successfully received. There is nothing more that Hilton Grand Vacations can assist with this issue as the refund has been giving back to you.We have given you the transaction number and advised you to work with **** to receive your refund as the funds are on their end. We consider this matter resolved.

Sincerely,

Membership Support
Hilton Grand Vacations

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