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
Want to share your experience?
Leave a ReviewReview Details
Review fromMitchell E
Date: 10/28/2022
1 starMitchell E
Date: 10/28/2022
Bought a VIP Purchase agreement on 7/30/22 from a Mr. **** at LV, NV with Hilton Grand Vacations. WE were staying at the Plazzo Hotel and wanted a 5-star hotel ONLY. He suggested the Hilton Grand Vacations Club with future stays at the Waldorf LV for $1700 total for up to two weeks everything included. We had dinner reservations that night within the Ballegio Hotel that was getting close., so we did not do our due diligence to make sure that the Waldorf LV was mentioned in our paperwork. It is not. Now after 3 months of trying to get 3 separate reservations of a 2 room stay, we were/are unable to book even 1 stay of a Tues thru Fri stay (latest request is arriving Nov. 15th to the 18th/leaving) at even the Elara during the week on non holiday times because of room points unavailability. They can book us about 20 minutes doesn't the strip at a location that is being renovated and is a 1 star of 5 star resort consuming all of our points within 2 stay. Note: Missing carpet in some internal hallways. Workmen removing large appliances. No room service. No maid service. No internal dinner restaurant. Stopped by after staying at a nice Hotel on the strip. Told: After 10pm , no alcohol. However, for money, rooms are available at the Elara, Waldorf, etc.. Note. also each time expect over 1 hr , up to 2 hr phone hold wait times to reach a reservations person only to be told that you need to call back because of ... Unbelievable ... What a rip off... Isn't this stealing. We have started requesting our money back and possibly starting small claims court action against the Hilton Grand (Mediocre) Vacations... The reservation person said book 9+ months ahead for non holiday stays and up to 18 months for holiday stays. Stay away... I can't leave a "0" star rating...
Hilton Grand Vacations, Inc.
Date: 11/03/2022
Hello Mitchell! We are disappointed to hear that this was your experience. Please know that we have shared this with our Team, and they will be in touch for more information and to assist. Thank you!Review fromCynthia S
Date: 10/27/2022
1 starCynthia S
Date: 10/27/2022
I purchased my timeshare back when it was owned by Diamond Resorts International and now Hilton Grand Vacations has taken them over. I have had a terrible experience with the process of owning a timeshare. They make you feel like it will be the purchase of a lifetime and that you will be able to travel anywhere and everywhere at the cheapest rates when that can be nothing further from the truth. The resorts I would like to visit were never available even with trying to book them a year in advance. The resorts we were able to visit were very low class and generally unclean. In addition, the rooms are regularly listed at rates that are much lower than what we're paying if we calculate based on points used. The resorts are extremely overpriced for timeshare owners.Hilton Grand Vacations, Inc.
Date: 10/28/2022
Hello Cynthia! We are disappointed to hear that this has been your experience. Please know that we have shared this with our Team and a Club Counselor will be in touch to assist. Thank you!Review fromRoger S
Date: 10/27/2022
1 starRoger S
Date: 10/27/2022
We purchased Hilton Grand Vacations because of the brand name. To us, Hilton meant quality, integrity, and high standards. In 2016, while visiting their Carlsbad property, we were impressed with the beauty of the resort and made the decision to buy into the resort investment. We still have not been able to secure reservations for a vacation at the resort we own. We wrote a letter to complain about the lack of availability and received a response from Kalifah stating that we have priority over anyone that doesn't own what we own. Apparently, everyone must own what we own because there is NO priority and we have yet to get a reservation. We were told the property was exclusive to owners, which is not true. It was supposed to be easy to sell...not true. We were told points never expire, yet there is a fee to save the points from expiration...which was never disclosed to us. We were in our late 60's at the time, now well into our 70's and want to be relieved of the financial burden. After some research on U.S. laws and sales practices we learned that deceptive sales techniques and predatory lending to people over the age of 60 is ELDER ABUSE!Hilton Grand Vacations, Inc.
Date: 10/28/2022
Hello Roger! We are disappointed to hear that this has been your experience. Please know that we have shared this with our Team and a Club Counselor will be in touch to assist. Thank you!Review fromRyan S
Date: 10/26/2022
1 starRyan S
Date: 10/26/2022
Hi, please help me understand why every time Arianna from HGV calls me she's like "sorry I didn't know what time it was where you live" after calling me at 6:20am HST. Last time she kept me on the phone for 40 minutes with nothing to show for it. I was given the understanding that I had a reservation for 12/12-12/17 and then she called me the other morning to tell me it was cancelled and there was no inventory for those dates after I already booked my flights. She just doesn't seem to know what she is doing. She keeps me on the phone in complete silence what seems like forever and then proceeds to try to cell me an Orlando package when I've never mentioned wanting another trip other than Waikiki. Please get this sorted. I'm beyond frustrated. With all the resources HGV has I need the nonsense to stop. I do not want to talk to Arianna again and I want my travel dates honored. ThanksHilton Grand Vacations, Inc.
Date: 10/26/2022
Hello Ryan, thank you for bringing this to our attention. Please know that we have shared this with our Team, and they will be in touch to assist you to get this taken care of. Thank you!Ryan S
Date: 11/01/2022
Hello. It is 11/1/22 and I have yet to receive the promised response as stated on 10/26. ThanksReview fromJohn C
Date: 10/24/2022
1 starJohn C
Date: 10/24/2022
Approximately 7 years ago I went to a 2 hour timeshare presentation for Hilton Grand Vacations thinking that if I simply said "no" to their scam offer and that it would be the end of it. Boy, was I wrong! Since then, I get calls almost daily from them. I have asked several times for them to remove me from their list and they said that they are not able to do so. Does anyone know how to get off this marketing list?Hilton Grand Vacations, Inc.
Date: 10/26/2022
Hello John, we are disappointed to hear this. Please know that we have shared your feedback with our Team, and a Club Counselor will be in touch to assist. Thank you!Review fromKatie B
Date: 10/24/2022
1 starKatie B
Date: 10/24/2022
I'm a Hilton diamond member and awhile back i called to get two accounts merged (I had a Hilton number but my Hilton amex had a different Hilton #) I got sucked into a time share get away. Figured Carlsbad, great we can see family and get a reasonable room. Well I called to book and there were no rooms open, that's it, wasn't told anything about "a room request". Well a month later and another sales call, I said I wasn't interested since I hadn't even been able to book the first package I paid for. That's when I was told oh well we could put it in a room request for you and if it becomes available we can book it. Ok great Well between now and then I've heard nothing, so I went on Hilton and just go to hotel room for the time we needed to be there. Well today I get an email saying that the Hilton Grand vacation request went through and they booked my room. I called to say I didn't need it, since time was getting close it was over Christmas and I already booked a room. So then I'm bored I have to pay a cancellation fee to cancel the room. Wait so if someone did their job right from day one and offered the request this wouldn't be an issue. But that's not even why I'm writing this, the reason I'm writing is is because the agent I was dealing with then proceeded to scream at me, all while telling me I need to stop yelling at him (funny thing is I lost my voice over the weekend and I have barely a voice at all so I couldn't yell if I wanted too). I hang up because hes yelling and I'm not ok with being yelled at. He CALLS me back! Over and over screaming at me!! Then when I won't answer he calls me from his personal phone!!! Not ok Hilton Grand!!! Not ok at all My in-laws own 24 stars with global that's the route we would go. I don't even plan to use this package we bought, the customer service doesn't exist.Hilton Grand Vacations, Inc.
Date: 10/26/2022
Hello Katie, thank you for bringing this to our attention. Please know that we have shared this with our Team, and they will be in touch to assist you to get this taken care of. Thank you!Katie B
Date: 10/27/2022
Been waiting since Monday the 24th for a call back from Hilton Grand vacations management and have heard nothing as of today, Thur the 28th.Review fromCherylann B
Date: 10/24/2022
1 starCherylann B
Date: 10/24/2022
Two years of threats and they can't even follow up on it. We have sent several emails and letters and got the same old run around. We sent them a letter around Augusta 11th and they are TONE DEAF. It's like they don't even read the complaint and then they lie. The words "there is no option for cancellation outside of the recession period" is a straight lie. We belong to an online forum where people post about getting cancellations in so many forms that I don't even know what they mean: deed returns, something called "in lieu". Everything. They're just not honest. No option? LIES!Hilton Grand Vacations, Inc.
Date: 10/26/2022
Hello Cherylann, we are disappointed to hear this. Please know that we have shared your feedback with our Team, and a Club Counselor will be in touch to assist. Thank you!Review fromSophia W
Date: 10/23/2022
1 starSophia W
Date: 10/23/2022
My husband and I "purchased" a property at Ocean 22 in South Carolina in 2017. Paid cash, so we didn't have a bill. We were told that if we decided to sell the property, HGV gets first dibs to buy it back, and Laura ********** assured us HGV would buy it back at a reasonable rate.. When we decided to sell it, we contacted HGV and they offered us $500 for the property (yes you read that right, $500)! I am completely shocked! Of course, they offered to sell it for us at whatever cost we choose, so we agreed and put it on the market WAY below what we paid for it.; but it has been on the market for 2 years. These people are very shady, I just received my maintenance fee bill for 2023, it is over $1,000, the highest it has ever been since we bought the property. I am retired civil service , I have been using Hilton brand for a very long time. My co-workers do as well to conduct Air Force business in the United States and overseas. I regret the day I purchased the property and warn my co-workers not to make the same mistake.Hilton Grand Vacations, Inc.
Date: 10/26/2022
Hello Sophia, we are disappointed to hear this. Please know that we have shared your feedback with our Team, and a Club Counselor will be in touch to assist. Thank you!Review fromMichael D
Date: 10/21/2022
1 starMichael D
Date: 10/21/2022
This company sold us a couple of lemons. Fortunately, the last contract they sold us, we smartened up and canceled within their "legal recission period" however, we missed the boat on the previous contracts and are hiding behind that "legal recission period" even though they know what they sold is a garbage dump. We sent them an email on September 6th and they don't even have the courage to respond. Again, they hide behind that trap door recission period. It's shameful.Hilton Grand Vacations, Inc.
Date: 10/26/2022
Hello! Thank you for bringing this to our attention. We have shared this with our team and they will be in touch to assist. Thank you!Review fromDonna C
Date: 10/21/2022
1 starDonna C
Date: 10/21/2022
I can't even begin to say how frustrated we have been the last 3 years. We are caring for our 2 mothers and have been trying to sell our timeshare. We cannot loose the money we put into it and don't know what to do. Is there anyone who can help? We are almost at the end of our rope. HGVC gave us a company to help us sell but so far no luck. I know the answer to this review is that they will notify their team but I'm not sure that is true.Hilton Grand Vacations, Inc.
Date: 10/21/2022
Hello Donna, we sincerely apologize for the frustration that this has caused. Please know that we have shared this with our team and Club Counselor will be in touch to assist. Thank you!
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.