Reviews
This profile includes reviews for Hilton Grand Vacations, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 674 Customer Reviews
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Review frommichele E
Date: 03/07/2023
1 starmichele E
Date: 03/07/2023
We purchased a contract 2/23/23 and immediately knew it was a wrong decision-very assertive sales team (self described) actually. I sent a letter requesting cancellation of the contract within 7 day period and no one will call me back concerning g a full refund.
Hilton Grand Vacations, Inc.
Date: 03/09/2023
Hello Michele, thank you for making us aware. We will look into your case and make sure that you're contacted. Thank you!Hilton Grand Vacations, Inc.
Date: 03/10/2023
Hello Michele, thank you for making us aware. We will look into your case and have our Team contact you directly. Thank you!Review fromJames H
Date: 03/07/2023
1 starJames H
Date: 03/07/2023
I unfortunately bought into the misrepresentation of this company and now caught up in their hidden and deceptive hidden fees scheme.
It is still run by the lying people and issues that were diamond resorts.
I called the quality representative and was told that I signed the contract, and the fees were discussed we were told it was around 900 year and after we paid the 7,500 dollars in January, we thought we were done for this year. We just received a bill for another 1798.00.
This is unacceptable and we feel we have been defrauded.
If we had known this was still Diamond, we would never have wasted our time and hard-earned money doing this we thought this was Hilton.
Very disappointed.
Jim H.Hilton Grand Vacations, Inc.
Date: 03/10/2023
Hello James, we apologize for the frustrations you have experienced. Please know that we have shared your feedback with our Team and they will be reaching out directly to assist you further. Thank you!Review fromEric K
Date: 03/06/2023
1 starEric K
Date: 03/06/2023
If I could leave a negative review, I would.
This is FALSE ADVERTISEMENT at its worst that I have seen in my 39 years on this planet.
I scheduled two rooms last year in Galveston at a Hilton owned hotel. I was asked to purchase 3 nights in multiple cities for a discounted rate if I paid the stay in full for $280. I chose Daytona.
I called yesterday to reserve my rooms and the rep mentioned something about a time share. I stated that a time share was not mentioned when I was sold the package. The rep reviewed the recording and confirmed the agent omitted any time share during the conversation. The rep finally hung up on me after I firmly stated I would never attend another time share meeting.
I googled a Hilton Grand Vacations number online. I called and stated I would like to file a complaint. He hung up. I called again with the same complaint and he hung up again. I called a 3rd time and changed my intro. He have me a number to a girls escort service!
I called Hilton again and informed them that I was recording the conversation and that I was very disappointed in the lack of service I had received and that the FALSE ADVERTISING I have received was not professional l. The rep put me on hold, and then instructed that she did not want to be recorded. This is funny because every single conversation was recorded by Hilton, including my purchase last year when Hilton confirmed that that the time share meeting was omitted during the
I feel like they tried to get one over on me. My two teenagers will not get to experience Daytona Beach during spring break because Hilton Grand Vacation was not forthcoming and would not stand by their word.
Mark **** and the corp team did not reply to my emails.
To say I am disappointed is an understatement. The corporate team should lead by example and should not allow their reps to be "robots" and automated in their customer service. They hung up when they couldn't provide actual customer service.Hilton Grand Vacations, Inc.
Date: 03/10/2023
Hello Eric, thank you for your feedback. We are disappointed to hear this was your experience. Please know that we have shared this with our Team, and they will be reaching out directly to assist you.Review fromKathy E
Date: 03/05/2023
1 starKathy E
Date: 03/05/2023
My husband and I attended an HGV sales pitch yesterday. We were prepared for it to be high pressure. BUT, the salesman (Ty, in Gatlinburg) was horrible. In response to hearing where I work, he told me he has serious issues with the Department of Children Services (not where I work) because they didn’t take his 10 children away from his ex-wife. When I made a minor math mistake in my head, he commented “I guess you’re hiding a few blondes up there.” My husband used a calculator at one point and Ty said “that makes me question you as a scientist.” He told us about a tv show that he watches for the nudity. I tried to look at program details in a book Ty left on the table and he was noticeably annoyed. My husband mentioned I am an attorney and Ty because increasingly agitated, pulled the book away from me, told me he had already answered my questions, etc. He still tried to sell us in the program. We said we wouldn’t sign a contract without reading it at least over night and he said he didn’t understand what my problem was because he had answered my questions (he really hadn’t). Then, he tried to play me against my husband asking me what it would take to get me to sign if my husband wasn’t being so stubborn. I had mentioned I don’t like cruises and he said several times I was being ridiculous and cruises are great vacations. Basically, he insulted me (and my husband) the entire time: he doesn’t like what I do for a living, he suggested I’m stupid, he was degrading to women, and he was dismissive. For the record, I have a Ph.D. and a law degree and I am the Executive Director of a nonprofit that assists more than 2,000 victims of domestic violence every year. We were not going to be pressured into signing a contract on the spot, but if we had been on the fence Ty’s demeanor towards me (and my husband) ensured we will never sign such a contract with HGV.Hilton Grand Vacations, Inc.
Date: 03/10/2023
Hello Kathy! Thank you for making us aware, we are disappointed to hear this. We will look into your case and ensure you are contacted. Thank you!Review fromMichelle A
Date: 03/04/2023
1 starMichelle A
Date: 03/04/2023
I was promised that I would be staying a different hotel than what I was booked at. The only reason I moved forward and paid for the package was due to being promised to stay at a certain resort. I have talked to several different staff representatives and they have told me the property I was promised is booked for the dates I am going. I already purchased my flights and find it terrible customer to be promised one thing and even saying it was on a recorded line. I feel lied to and they just told me one ring so they could get me to pay for the package. I am told my package is now nonrefundable, even after being lied to.Hilton Grand Vacations, Inc.
Date: 03/13/2023
Hello Michelle, thank you for making us aware. We will look into your case and will make sure that you are contacted. Thank you!Review fromKanesha C.
Date: 02/28/2023
1 starKanesha C.
Date: 02/28/2023
We were offered a trip to Las Vegas by a representative of Diamond Resorts in exchange for joining a 90-minute presentation when we arrived. The offered us additional gifts, transportation, and meals, despite declining a few times, we finally decided to take them up on their offer. At that point nothing seemed nefarious, but it was all just a part of a well-orchestrated plan to get us entangled in an expensive and practically useless timeshare. What was presented to us is absolutely not what we are actually getting. Diamond told us this was an investment and that we’d be able to make money off renting the timeshare. Aside from the gifts and clever wording, we were never told that the costs for maintenance would stick with us forever. We were never told we were limited on when we could ask for the contact to be rescinded. We later found out that the financial information was not presented to us in a legal manner. They purposely left out the details that would have made us walk away. When the company that is benefiting from you signing the contract is the same company that is orchestrating the signing of the contract, you’re going to get this sort of criminal behavior. We can’t ever make reservations for anything we want, that was misrepresented the entire time. Imagine getting sucked into this expensive timeshare and not being able to use it. That is what you get with Diamond…lies and lets downs. This is a horrible company and judging by what others are saying, this patter of scamming people is happening consistently. Don’t waste your money with Diamond Resorts. I want my money back!!!Hilton Grand Vacations, Inc.
Date: 03/01/2023
Hello Kanesha, thank you for your feedback. We apologize for the frustration. We will look into your case and ensure our Team contacts you. Thank you!Review fromSHIKA S
Date: 02/27/2023
1 starSHIKA S
Date: 02/27/2023
Had the most horrible experience at HGV Las Vegas. We purchased a timeshare and during the presentation our sales rep was extremely rude. He left halfway (in 50 mins) saying he does not have all day to sit with us and he was sure we were not buying anything. We were keen to purchase the 10K package where points get credited alternate year. He kept showing us places in Hawaii and we told him to show us options in Cancun for Thanksgiving 2023 since we recently visited Hawaii in Dec 2022. He snapped and walked out. Extremely insulting experience. Never going back!Hilton Grand Vacations, Inc.
Date: 03/02/2023
Hello Shika, thank you for your feedback. We are disappointed to hear this was your experience. Please know that we have shared this with our Team, and a Club Member will be reaching out directly to assist you.Review fromJoke A
Date: 02/27/2023
1 starJoke A
Date: 02/27/2023
A lot of promises were made by Hilton that were unfortunately not met. They said we can make money off their real estate investment contract by renting it out to other people. That is not possible. They also claimed it would increase in value and it would be easy to resell. It is, in reality, worth NOTHING. You can’t book a vacation because no one can be bothered to teach us how to use this convoluted points system. The told us they had a buy back program which helped ease us into making the purchase, but what do you know...it doesn’t exist! They didn’t make clear that the maintenance fee was an annual fee and that it increases exponentially. Our latest maintenance fee bill increased by $600!
The package we were sold is completely worthless, yet we are paying a significant amount of money every month & year. Hilton, this is not fair.Hilton Grand Vacations, Inc.
Date: 03/02/2023
Hello, we apologize for the frustrations you have experienced. Please keep in mind that we have shared your feedback with our Team and a member will be reaching out directly to help you.Review fromAmanda G
Date: 02/27/2023
1 starAmanda G
Date: 02/27/2023
My husband and I came to the Polo Towers location to attend a presentation on their timeshare vacation packages. We were interested in going because we had just purchased one from another company and we wanted to see what the Hilton had to offer. Everything was fine at first but then I noticed the “counselor” we were assigned to was acting strange. Right away she had started asking questions about our age, (my husband and I look younger) and then she started making strange comments. For example, she kept mentioning how my wedding rings looked expensive. She asked where we were staying and when I told her we were staying at Aria she asked how we could afford it. She kept talking about how it was expensive. My husband wanted to buy, but I really didn’t like the pressure she was putting nor her attitude so I declined and as soon as we said no, she waited until the manager walked away and told me “You can’t afford Hilton. You deserve a dirty Motel 6.” I’m not sure if her behavior was because of us looking younger or because of our ethnicity but to be treated like this after we spent over two hours of our vacation time was completely unacceptable! I expected more from this establishment. I went to complain to her manager who just said to write a complaint on a sheet of paper. Then sent me to a desk with someone else offering us another package. I said no to the package and asked for the sheet to write my complaint and he took the paper and wouldn’t let me write it out until I started walking off trying to find the exit and I was complaining the whole time trying to find someone who would address the situation. So I could only file a complaint if I bought a package? I will never bring my business to Hilton ever again.Hilton Grand Vacations, Inc.
Date: 03/02/2023
Hello Amanda, thank you for making us aware. We will look into your case and ensure our Team contacts you. Thank you!Review fromPatricia O.
Date: 02/23/2023
1 starPatricia O.
Date: 02/23/2023
Swindlers, hustlers, and snakes! Hilton employees have no scruples and no heart. Over the past 6 years, my husband and I have spent about $200,000 and have nothing but disappointment to show for it. We have upgraded 3 times this year for the HGV Max program and were promised better vacations, more availability, and better-quality accommodations. All bull! The last upgrade was because we were told the one that was sold to us prior was “junk”. This time, we’d get more modern properties. We should have known something was fishy when our salesperson said he would have all our contracts combined but NOT to mention it to Quality Assurance. The other big lie - we could give back 20,000 points and get the $45k in equity to put toward the new contract. Too bad there is no actual program for this!Hilton Grand Vacations, Inc.
Date: 02/24/2023
Hello Patricia, thank you for making us aware. We will look into your case and will make sure that you are contacted. Thank you!
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