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 677 Customer Reviews
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Review fromLinda F
Date: 01/25/2023
1 starLinda F
Date: 01/25/2023
I received an email advertising vacation packages for $199. I called and spoke with a salesperson. I told him we had a vacation scheduled and I would consider their vacation package if he could assure me that we could get Scottsdale for March 8-10. He assured me that was available, so I purchased it. He instructed me to wait 2 hours, I should get an email, and then call and schedule those days. I didn't get an email, but my credit card was charged, so I called that afternoon but no one could find any record of it. I waited until the following afternoon and still no email. I called customer service and no record, so I called sales back. They told me the info was entered into the computer incorrectly, and they corrected it and gave me a confirmation number. I then called again to schedule, and they told me my dates were not available to book. I told them the sales person had confirmed that they were available, and now we had no other hotel reservation. I was told there was nothing they could do but extend the package expiration date. After some frustrating conversation they cancelled the package and now we're stuck with no hotel for those dates. I was told there was no one else I could talk with to explain the situation they put us in, and try to reach a better solution. Total lack of integrity and accountability! I wish I could give 0 stars! Now that I look at other reviews I guess this is business as usual fo Hilton Grand Vacations!
Hilton Grand Vacations, Inc.
Date: 01/27/2023
Hello Linda, 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 fromIndia B
Date: 01/25/2023
1 starIndia B
Date: 01/25/2023
I'm HIGHLY disappointed at Hilton Vacation Rentals. I was solicited after placing a call regarding an existing reservation to a Hilton property. I was promise a 5-night stay in Maui at the Grand Wailea for $1500 plus tax in exchange for a property your. I was told I had a year to use the trip. Due to Hilton's reputation, I immediately agreed and paid.
A few weeks later I received a call stating that I had to choose a date to hold the reservation. So I did and after I received the confirmation, I immediately noticed it did not have Grand Wailea listed. So I called Hilton back who advised me that they do not put the resort name until I get the final confirmation 90 days prior. I was hesitant but again, I trusted Hilton.
Today I received my confirmation and its for a 3.5 star resort. I immediately called and inquired why I was promised a 5 star hotel and only provided with 3.5 star accommodation. In the end, I was given a refund. But I am HIGHLY DISAPPOINTED that Hilton took money from me and did not provide what was promised. Secondly, they held my money for almost 9 months when I inquired about it immediately upon booking. This could have been resolved a long time ago if they were honest. I am out of a vacation and don't know if I would even book another Hilton hotel if I can avoid it. Total scam.Hilton Grand Vacations, Inc.
Date: 01/27/2023
Hello India! 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. Thank you!Review fromJoan G
Date: 01/25/2023
1 starJoan G
Date: 01/25/2023
One Star is one too many. Their reservation department is terrible. They double booked me and that took an hour on the phone to correct. They promised me a tour on one date, confirmed it in writing and then told me it was another date. They refused to let me speak to a supervisor. The list goes on. STAY AWAYHilton Grand Vacations, Inc.
Date: 01/27/2023
Hello Joan, thank you for your feedback. Please know that we have shared this with our Team, and a Club Member will be reaching out directly to assist you.Review fromLee F.
Date: 01/23/2023
1 starLee F.
Date: 01/23/2023
Will this company stop at nothing? They have resorted to calling me a liar when I reached out to
them about my concerns. They say that I am not speaking in “good faith,” due to my including the
entirety of my awful experience with them, rather than giving them the light version of it all. This
company has done everything that they possibly can to stop me from getting out of this timeshare
that they sold to me! I was in the presentation, and I know exactly what I went through at the hands of their “trained” sales representatives. I want out of this, and I will not stop until I see it through!Hilton Grand Vacations, Inc.
Date: 01/27/2023
Hello Lee, 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 fromCrystal E.
Date: 01/23/2023
1 starCrystal E.
Date: 01/23/2023
Diamond Resorts got my sister-in-law to sign a contract in 2018 while in LasVegas with friends. At that time she was in the early stages of dementia. She has never used any of the benefits. In late 2020 she moved into a longterm care facility due to advancement of her disease. It is after we took over fully managing her finances that we became aware of the Diamond Resorts contract.
Diamond resorts Financial Services was efficient and careful in making sure were were legitimately authorized to have access and mange the account. In March 2022, things changed when we tried to close her account and cancel the contract. We were bounced from Dept to Dept. with long wait times in between (45 minutes) frequently getting cut off. Some agents were more helpful than others. In May 2022, we finally connected with the Transitions office where we cleared her annual fee balance and paid a “Transitions processing fee” of $1,000 to give up ownership. We were told it would take from 30 days up to 7 months to process to completion.
Our sister then passed away in September. To my surprise we received another bill from Diamond resorts in December for 2023 membership fees. When I inquired i was told Transitions was cancelled because she still had an overdue balance. Subsequent research on their part showed it was an error and there was no overdue amt. Since she was now deceased, I was advised to send Death Certificate and letter to their ‘Lost Mitigations” dept to close acct. Certified mail shows they received it on 12/23/22.
It’s been a month and we continue to receive overdue notices. Called today (always with very long wait times and no answers) and finally spoke with finance agent who said it’ll close when “they” have time maybe 1,2,3 years.(!) OR I could pay off the new balance due and another “Transitions Processing Fee” to close her account sooner.
The way Diamond Resorts manipulates people should be unlawful. 5-stars with BBB is so misleading!Hilton Grand Vacations, Inc.
Date: 01/27/2023
Hello Crystal, thank you for making us aware. We will look into your case and will make sure that you are contacted directly by our Team. Thank you!Review fromKevin W
Date: 01/23/2023
1 starKevin W
Date: 01/23/2023
It is confusing and disappointing that Hilton Grand Vacations (HGV) can take our enthusiasm and belief in the Hilton Worldwide name and blow it up so quickly through what is ultimately dizzying, fast talking sales practices. The HGV sales team, through “Owner Updates”, roped us in to owing 4 times the intended amount over the course of an 18-month period. They talk in circles and convince you that you are “safe” with them. Bringing in dignitaries such as Senior Vice Presidents who say, “if you ever need anything, let me know”, then disappear to never be seen or heard from again.
When we realized we had been duped, we reached out to the Executive Management Team for assistance who replied with a letter reiterating the terms of the contract but offering no solution to the issues we identified. It was clear from their response that there was no attention given to our concerns. To date, there has been no substantial acknowledgement of our letter although we have proof of delivery.
What we initially purchased, based on how it was sold to us, should have been enough to secure a property somewhere that was of interest to us. The fact is, that they felt the need to up sell us twice more, tripling our costs and payments. It also seems that the acquisition of Diamond resorts has only diminished the product, further, availability did not increase and the quality of these available properties appear to be abhorrent. The conversations related to the HGV Max program and the benefits related to booking simply do not exist. We are in our mid 60’s and tricked into a six-figure contract that we do not want anything to do with. At this point we just want them to take back everything they over-sold us.Hilton Grand Vacations, Inc.
Date: 01/27/2023
Hello Kevin, 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. Have a good day!Review fromJosue G
Date: 01/12/2023
1 starLos tiempos compartidos de Hilton & Diamond son horribles. Lo que hemos vivido con ellos ha sido un desastre y lamentablemente no les importa. Ya no queremos tener nada que ver con esta empresa ni con sus tiempos compartidos, pero ha sido imposible cancelarlo. Mientras estábamos en Las Vegas, nos engañaron para comprar uno de sus tiempos compartidos, y casi todo lo que nos dijeron para convencernos resultó ser falso. Tengan cuidado con sus agentes de ventas, dirán cualquier cosa para que compren. Esta no es la "inversión" que nos dijeron que estábamos recibiendo. Este tiempo compartido es una pérdida de dinero y no tiene valor, no se puede revender. Es casi imposible incluso usarlo. La cantidad de presión que usan para convencerte deberÃa haber sido una advertencia. No hay una opción realista para alquilarlo a otras personas. Nunca aclararon cuál es el costo real de tener un tiempo compartido. Te hacen pagar cuotas por el mantenimiento aunque no lo uses. Las tarifas aumentan cada año sin razón. Todo este calvario se siente como una gran estafa. Tenemos grabaciones de su agente de ventas mintiéndonos y claramente en violación de muchas pólizas. Esta empresa no tiene principios, sugiero que cualquiera que esté considerando hacer negocios con Hilton o Diamond mire su historial de prácticas comerciales sospechosas. Es una estafa y deberÃan ser investigados por estafar a la gente. No se merecen una sola estrella. Lo que le están haciendo a personas inocentes tiene consecuencias reales y, sin embargo, no les importa. Cuando solicitamos formalmente la cancelación de nuestro tiempo compartido, básicamente dijeron que la única salida es pagándolo. Qué declaración tan escandalosa, quién querrÃa pagar las grandes sumas de dinero por un producto inútil. ¡DeberÃan devolverle el dinero a la gente!
Translated by BBB representative:
Hilton & Diamond timeshares are horrible. What we have experienced with them has been a disaster and unfortunately they don't care. We no longer want anything to do with this company or their timeshares, but it has been impossible to cancel. While we were in Las Vegas, they tricked us into buying one of their timeshares, and almost everything they told us to convince us turned out to be false. Be careful with your sales agents, they will say anything to get you to buy. This is not the "investment" we were told we were getting. This timeshare is a waste of money and has no value, it cannot be resold. It's almost impossible to even use it. The amount of pressure they use to convince you should have been a warning. There is no realistic option to rent it out to other people. They never made it clear what the actual cost of having a timeshare is. They make you pay maintenance fees even if you don't use it. Rates go up every year for no reason. This whole ordeal feels like one big scam. We have recordings of your sales agent lying to us and clearly in violation of many policies. This company is unprincipled, I suggest anyone considering doing business with Hilton or Diamond look at their history of shady business practices. It's a scam and they should be investigated for scamming people. They don't deserve a single star. What they are doing to innocent people has real consequences, and yet they don't care. When we formally requested the cancellation of our timeshare, they basically said that the only way out is to pay for it. What an outrageous statement, who would want to pay the big bucks for a useless product. They should pay people back!
Review fromFranklis E
Date: 01/11/2023
1 starFranklis E
Date: 01/11/2023
We don't know what is going on with Diamond and Hilton Grand Vacations, but it is sketchy at best. We were solicited walking through the Venetian in Las Vegas in February of 2022; the story was that we would get 2 nights at OUR choice of resorts in exchange for taking a "tour" of a property close by. We did not know that it was a timeshare presentation; simply because they NEVER stated it was. Either way, it only got worse. They said they were private resorts, so only you and your fellow owners would be vacationing alongside you. After listening in on the presentation, we were assigned a sales agent that gave us some options for packages. Three sales agents later, the last offer was about half the price of the first offer, and they said it was the best they could do regarding pricing. This was also mentioned to us as an investment and real estate, so we could sell it for a more significant profit later. Shockingly we have now sat through 2 more, now "Owners" presentations since. The stories keep changing, the costs are astronomical, financial omissions regarding financing are staggering. Our complaints and request to be released, thus far ignored. If you want to stay at ANY of these properties, you can, with no ownership, but take care in choosing. The Diamond properties are NOT worthy of having the Hilton name on them.Hilton Grand Vacations, Inc.
Date: 01/11/2023
Hello Franklis, we apologize for the frustrations you have experienced. Please know that we have shared your feedback with our Team and a member will be reaching out directly to assist you. Have a good day!Review fromKhadene C
Date: 01/09/2023
1 starKhadene C
Date: 01/09/2023
Hilton Grand Vacations have probably done its reputation more harm than good in purchasing Diamond resorts. Diamond's in-your-face marketing employees are peppered throughout Las Vegas, so watch out. We were lured into what was described as a "meeting" at the Venetian. The Venetian has no affiliation with Diamond or Hilton that we can tell outside of the fact they are willing to have scam artists housed on their property. That aside, we admit the word "free" got the better of us.  Upon arrival at the Polo Towers property, we were told about booking hotels through what was best described as a "Vacation Club" specifically through Hilton. Please note that Hilton Grand Vacations is NOT Hilton Worldwide as we later found out. Additionally, we were told that we could "rent out" what we booked to friends and family. Long story short, the scamming SALESPERSON, lied on every account up to and including, value, usage, costs, right to cancel, and the list goes on and on. When we woke up and realized we had been had; we googled how to cancel our contract. Review after review listed out all the false information Diamond/HGV uses to sway customers. We also realized at this point we were never told about our legal right to rescission, yet we found it in the contract and had 5 days to cancel. We sent a letter on the 5th day, and they told us we had missed the cancellation period. The staff defrauded us by intentionally withholding legal information during the contract signing.  We continued to search through our contract for suspicious information, which is when we found that the staff ran a credit check on one of us, despite specifically telling them not to. We are horrified by the levels of fraud and misinformation this company uses to sell a bogus product. We wrote the President of HGV/Diamond with our story, complete with names of whom we encountered, and have received ZERO response.  ÂHilton Grand Vacations, Inc.
Date: 01/11/2023
Hello Khadene, 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 fromJames S
Date: 01/09/2023
1 starJames S
Date: 01/09/2023
If you think that the fact that Hilton Grand Vacations are on the up and up, because they are publicly traded, you would be wrong, We signed our contract initially prior to the split with Hilton Worldwide, so I guess this is also a statement to how they were managing the oversight of this branch of a huge conglomerate. That aside, we have attempted to try to clear the path to end our relationship with the company. We have reached out to members of the Executive Team; however, we have received no response. We are not willing to talk to anyone locally (Myrtle Beach, SC) ever again! We are only looking for action at this point. It truly feels like if your checkbook isn't falling out of your pocket, they do not care. We feel used, abused, and ignored. We've paid thousands of dollars into a product we do not want, and we don't expect anything back, but we will not spend any more money with them. Maintenance fees should not be imposed on those who are not even able to utilize the product because the cost makes travel prohibitive, followed by Hilton Grand Vacations openly double dipping by making the same product available to the public online for less. Our kids, want nothing to do with this and their inheritance should not be diminished further because we were duped by greedy salespeople who omit the very information you need to make a reasonable decision. They take "always be selling" to a whole new generational level. They are evidence of American society and ethics going backwards.Hilton Grand Vacations, Inc.
Date: 01/11/2023
Hello James, 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.
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