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

1,496 total complaints in the last 3 years.
344 complaints closed in the last 12 months.

If you've experienced an issue

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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:03/10/2025
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.
Issue: Misrepresentation, Deceptive Sales Practices, and Lack of Resolution In November 2023, I attended an HGV sales presentation, where I stated that I wanted to exit my timeshare ownership. I asked about the *********************** which assists Diamond Resorts members in returning their points. The sales team told me it was closed and that my only option was to buy into HGV Max for $70,000, with the possibility of reselling my points to HGV in the future. I was also warned that Diamond maintenance fees could rise significantly.During my cooling-off period, I tried to verify this information by contacting the *********************** but I received no response. Believing what I was told, I proceeded with the purchase, using my entire savings. After my rescission period ended, I discovered that the ********************** was still active and could have accepted my Diamond points for a $7,000 feean option I was led to believe no longer existed.I have repeatedly tried to resolve this issue with HGV, but responses have been slow, dismissive, or nonexistent. I now own a product I neither want nor need due to false and misleading sales tactics.Desired Resolution: I request that HGV cancel my HGV Max membership and refund all associated costs, including the purchase price and maintenance fees, as I have not used the membership. If this is not resolved, I will escalate the matter to consumer protection agencies.I appreciate the BBB's assistance in addressing this issue.
Customer Answer
Date: 03/17/2025
The last email I sent was dated 4th March 2025.
The last personal email I received was on the 5th March 2025.
I have since received a generic email regarding an update dated 11th March 2025. The lady who sent this email did phone and I told her about the problems and she said she would remind ********* P ****, Resolution Specialist in ******************* that I had still not received a reply that moved this case on in any way other than her acknowledgement of the 5th.
If you would like copies of the email correspondence I can arrange for that
Business Response
Date: 03/27/2025
Dear ****** *********,

We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our **************** Team emailed you on March 26, 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: 04/01/2025

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:03/06/2025
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.
We are formally requesting an immediate exit from our timeshare agreement at ***************, ******* (Contract #**-513597), due to unethical sales tactics and financial hardship.We were misled into attending a sales presentation under false pretenses, promised significant travel benefits, and subjected to high-pressure tactics during an exhausting multi-hour session. Misrepresentations regarding financial returns, rental opportunities, and ownership benefits influenced our decision, only for us to later face escalating fees, hidden costs, and severe restrictions on usage.Personal hardships, including medical issues, financial setbacks, and a marital separation, have further prevented us from utilizing the property. The COVID-19 pandemic exacerbated these struggles, leaving us with a financial burden we can no longer sustain.Despite multiple attempts to resolve our concerns, we have received little support. Given the misleading sales practices and our current circumstances, we seek an immediate and amicable termination of our contract. Please confirm the cancellation at your earliest convenience.
Business Response
Date: 03/29/2025
Dear ***** ******,

A representative from our ****************** Team mailed 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:03/05/2025
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 1/15/25, Hilton Grand Vacations sent me an Invoice History for Account #*********. I have uploaded that document here. The statement said they owe me $4,226.46. I contacted them to ask when and how I would be refunded the overpayment. They told me that I would have the refund within 6 weeks and placed on my credit card. I told them I paid by check, not a credit card, and they said they would make the refund within 6 weeks. The 6 weeks ended on 2/26/25 and there has been no credit posted to my bank account nor have I received a check. I contacted them by telephone again and they repeated that I would get my refund within 6 weeks, and would not say how the money was being refunded. They refuse to say anything other than I will get my refund. This is a large sum of money. I would like it refunded to me ASAP.
Business Response
Date: 03/26/2025
Dear ***** ****** and ***** Orrante ****** and *******,

We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our ****************** Team spoke with you on March 14, 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

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,

***** ****** And ***** Orrante ****** And *******
Initial Complaint
Date:03/05/2025
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 a complaint against Hilton Grand Vacations for deceptive sales practices, false promises, lack of transparency, and inability to reach customer support. I was misled about how points work, how many nights I could book, RCI exchange rates, and overall cost savings.I was told my points would allow 2-3 weeks of vacation per year in a studio, but in reality, I only get 3.5 nights per year (1 week every 2 years). I was falsely told that points required were the same for any location (***** vs. ********), but in reality, different locations require vastly different points. I was also misled into believing I could book any day of the week, but only Sunday check-ins keep points reasonableother days drastically increase costs, making stays unaffordable.The *** exchange program was also mis***resented. I was explicitly told I could book anywhere for $399/week ($499 for ****************** and even confirmed I could theoretically live in hotels year-round for $1,600/month. This was a major selling point, but its falseI must convert points to access this rate (once per year at most), and very few properties are available at this price.Additionally, I was not allowed to see how the booking system works until I paid in full or made a 20% deposit. Had I been able to verify availability and costs beforehand, I never would have signed the contract.Attempts to resolve this have failed. I spent hours on hold, only reaching finance, who transferred me to saleswho never answered. The ******* property where I purchased my timeshare also wont answer, and my sales *** is unresponsive.I paid $21085 upfront and $1,000/year in maintenance fees and taxes, making my actual stay cost $333/nightfar more than a regular hotel. I have never used the timeshare benefits and request a full refund and contract cancellation due to mis***resentation and lack of transparency. If unresolved, I will pursue further action.
Customer Answer
Date: 03/12/2025
Attached is the form requested
Customer Answer
Date: 03/12/2025
Attached is the form requested
Customer Answer
Date: 03/12/2025
Attached is the form requested
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 **************** Team spoke with you on March 25, 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:03/04/2025
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 writing this letter to formally express my concerns and grievances regarding the deceptive practices that were employed during a sales presentation by Diamond Resorts, specifically involving a salesperson referred to as "Buck." ** family and I trusted the promises made during that presentation,believing that the purchase we were making was a sound financial investment and a pathway to unforgettable vacations. Instead, the reality has been far from what was promised, leaving us with financial strain and unfulfilled expectations.During the presentation, **** explicitly stated that Hilton was in the process of acquiring Diamond Resorts. He emphasized that we were not supposed to know this information, making it feel as though we were being let in on an exclusive opportunity. This, he claimed, made it urgent for us to act quickly to secure our Centum Membership.Another alarming aspect of the presentation was the restriction on recording or documenting anything we were told, shown, or written during the sales pitch. We were explicitly prohibited from taking photos or videos of the materials presented to us. This lack of transparency made it impossible for us to retain any evidence of the claims made during the presentation. In hindsight, it is evident that this restriction was designed to prevent accountability for the misleading statements we were subjected to.I entered into this agreement with trust and good faith, believing the promises made to me.However, it has become clear that we were misled at every step. It is only fair that Hilton Grand Vacations take responsibility for these misrepresentations by allowing us to terminate this contract and move forward without further financial burden.
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 ****************** Team has attempted to contact you by phone and email on March 25 and 28, 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:03/04/2025
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.
On 1/15/24 we received an offer to book a room at one of the Hilton hotels in **. We accepted to put money down and were charged $285.72 with the agreement that we would look for the availabilty for my wife and I to travel. We are senior citizens and had serious health issues in 2024. We told the customer service during one of the calls in the middle of 2024 that we would not be able to travel but they convinced us to move the travel date forward. We felt pressured to agree and pushed the date to the beginning of 2025. We just called now in February 2025 to request cancellation and reimbursement and we now find out they made an additional charge on 5/8/24 of $114.75 that we did not approve. Following surgery in January of 2025 we are now certain we cannot go. Initially, they had told us that we could cancel at any point but a $25.00 penalty would be imposed. We were never informed Hilton Vacation would keep all of our $400.47. We **** know who to appeal or go to at this point to get our money reimbursed. The customer service people we talk to only want us to push the date forward or schedule some reservation for the future.
Business Response
Date: 03/26/2025
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: 03/28/2025

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:03/03/2025
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.
Hilton Grand Vacations charged me 194 dollars on September 10 2024 and said I had 18 months to book a vacation. I was told I could travel anywhere I wanted including ********. They had received my information from my last trip to ******** when I booked one of their properties on ********** February they called and told me I had only 12 months from September 10 to use my credit and take my trip. The woman told me I had to go to ****** in early June. My husband was not available at the time the woman called me. He was at work and unreachable. It is a requirement of Hilton Grand Vacations that both partners are present for the trip to attend the timeshare presentation. I specifically told the woman NOT to book the trip and that I had to check with my husband and see if the dates would work for his schedule. The next day I got an email that said the trip had been booked. I had not asked for that trip and I NEVER consented to booking those dates. I never confirmed that those dates were work.I have since spent HOURS trying to address this with Hilton Grand Vacations. I was told I would need to pay $20 to book different dates. I never asked for these dates!I request a refund immediately. I am so disgusted by these deceptive practices and furthermore I am very angry at all the time I have spent on this problem. My little boy just asked me to play with him and I cannot because I am writing the BBB and once again spending more time on this problem!
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 Marketing Team has attempted to contact you by phone and email on March 25, 26 and 28, 2024 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:02/27/2025
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.
We were contacted by Hilton Grand Vacations because of our status as Hilton Gold members and offered a vacation promotion in order to review vacation ownership. We purchased a trip to **** (as we were headed there anyways for our 25th wedding anniversary) and were told that our Gold status would apply. We were also told that we would receive Hilton points as a thank you for attending. The lodging we were given was awful (dirty, old) and we were informed that our Gold status did NOT apply. We were informed by the hotel staff that Hilton Grand Vacations receives a lot of complaints because they mislead people (you know it's bad when even the hotel and customer service of ********************** admit this). Before our trip, we reached out to customer service multiple times- via email, phone call, and through the website- but to no avail. No one ever reached out. I finally messaged them on Instagram and was told that I would be contacted immediately. It has been several days and still no contact. To top it all off, we never received our Hilton points. It is a total scam.
Customer Answer
Date: 03/03/2025
I submitted the form via email and attached it here as well.
Customer Answer
Date: 03/07/2025
I submitted the form through email and through the messaging portal. Do I need to do anything else?
Thank you!
Customer Answer
Date: 03/14/2025
I would like to ask what in appropriate language was used, what was difficult to read, and the reasons behind the other points given for the denial. This complaint is against Hilton Grand Vacations, which was clearly listed.
Thank you,
Dr. ******* ******
Customer Answer
Date: 03/14/2025

I would like to formally request why my complaint was denied.

- I did not file a complaint against Hilton Grand Vacations before or after this one. This is the only one that has been filed. So saying that it is a duplicate complaint is incorrect.
- I gave my initial complaint but was never asked about any additional information that might be needed.
- My complaint did not contain inappropriate language, as I do not use inappropriate language at any time.
- I submitted my complaint via an online form, so I am unsure as to what was illegible. I did submit a signed form, but there was no information on there that was not legible. And, again, I was not asked to provide a more clear copy if there was an issue.
- I was not asked for any clarification. After submitting the requested document when I first filed my complaint, I had no further contact from the BBB. I actually reached back out to ask if there was anything else I needed to submit (and still heard no response until the case was closed).
- The company listed is the company I'm filing a complaint against- Hilton Grand Vacations.

I'd like to ask you to review this case again, please.

Thank you,
Dr. ******* ******

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 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: 04/08/2025
I apologize; I did not have access to my email and was unable to respond. Is there a way to reopen the case?
Customer Answer
Date: 04/09/2025
I was sent the following message from HGV through the BBB portal:
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

There has been no follow-up. Please contact me at ************.
Customer Answer
Date: 04/09/2025
I was sent the following message from HGV through the BBB portal:

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

There has been no follow-up. Please contact me at ************.
Business Response
Date: 04/17/2025
Dear ******* ******,

We are sorry you are not satisfied with our previous response. A representative from our Marketing Team spoke with you on April 16, 2025 addressing your concerns. We have confirmed that you have received your Hilton Honors points back in March and that there are no outstanding concerns. We consider this matter resolved.

Sincerely,

Membership Support
Hilton Grand Vacations
Customer Answer
Date: 04/21/2025

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,

Dr. ******* ******
Initial Complaint
Date:02/27/2025
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 was charged for the first night when I called due to weather that was coming in, I was told I could give new dates and not be charged. I don't have the new dates yet. I would have stayed there again when my daughter is coming back, but I will NOT now since they charged me. I was charged on the 18th of February in the amount of $187.45. I called in plenty of time, more than 24 hours in advance when I found out my daugher's flight was cancelled.
Business Response
Date: 03/06/2025
Dear ***** ****,

We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our Resort Management Team spoke with you on March 5, 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: 03/07/2025

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:02/24/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am submitting this complaint regarding the deceptive and unethical practices we experienced with Diamond Resorts. My partner and I signed a ********* contract with them under false promises and high-pressure sales tactics.We were invited to a sales presentation with the promise of a $100 gift card each. What was pitched as a one-hour session turned into eight-hours, where multiple sales agents pressured us relentlessly to buy a timeshare. They made several claims to persuade us, including:It was a great investment where we could rent out rooms for extra income.Maintenance fees would remain fixed.None of these promises have proven true. Instead:Maintenance fees have increased significantly each year, far beyond what we expected.Renting out the timeshare for extra income, as promised, has been completely ************* make matters worse, after Hilton took over Diamond Resorts, the situation deteriorated further. They tried to pressure us into buying upgrades under the threat that our timeshare would be worthless if we didnt. This additional sales pressure has only added to the financial stress we are facing.Recently, we tried to resolve the situation by speaking with a Diamond representative named ****, but she did not offer any solutions. When we requested a three-way call with the original sales agent to address the false promises made during the presentation, we were told this was not possible.This entire process has been financially and emotionally draining. I recently lost my job, and the lack of accountability and support from Diamond Resorts has made this even harder. We feel trapped in a contract that was based on lies and misrepresentations, with no way to exit.We are seeking assistance from the BBB to hold Diamond Resorts accountable for their deceptive practices and to help us find a resolution. This experience has been deeply unfair, and we hope you can help us achieve some measure of justice.Thank you for your time and consideration.
Business Response
Date: 03/22/2025
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

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