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

1,471 total complaints in the last 3 years.
364 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:07/07/2025
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 booked a promotional stay for 3 Nights and 4 Days in ******* on 5/30/2025. Since the rate could only be given in exchange for a timeshare presentation. I specifically asked if my children could attend due to my husband and I both needing to be present. I was told that wouldnt be an issue. So when we arrived for our scheduled time on 7/6/2025, imagine our surprise when they said that our children could not attend and that an agent would sit out in the waiting area with them! We immediately objected as our children are 4 months, 3, 7 and 13. After some back and forth, our children were allowed to come back. We were upset because if this was the policy, it should have been disclosed to us beforehand; it wasnt. I was told that I would receive ****** points for booking and I never received it. I got the run around when i have asked. After the presentation, I went to get the $200 voucher for a future stay. To only be told, I had to pre pick the hotel and I couldnt use it in an already booked hotel due to using my Hh discount. No one told me any of this previously. So I was offered ****** points instead. I was also told that I would get ****** points if I booked the vacation before August *******. I did that and when I asked about those points, no one knew what I was referring to and told me that there were other hoops and loops to jump through. I will be calling again to inquire about those points. overall very frustrated with the lack of information upfront and surprises on the back end. I wouldnt recommend these packages for families because like most, you travel with your children. If they cant attend the presentations, then what are they supposed to do with their children for 2 hours?
Business Response
Date: 07/11/2025
Dear ******** *****,

We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our **************** Team spoke with you on July 9, 2025 and resolved this matter to your satisfaction by adding ****** Hilton Honors points to your account. Thank you for taking the time to share your feedback.

Sincerely,

Membership Support
Hilton Grand Vacations
Customer Answer
Date: 07/11/2025

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:07/06/2025
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.
6/26/2025 I attended a timeshare sales presentation. After ***eatedly telling the *** "no" and being 60 minutes beyond the 90 minute presentation, I was presented with a contract for $1695 to purchase ****** VIP Points. I was told the points could be divided between properties but it was not disclosed that this could only happen on two occasions. Neither was it disclosed that my husband and I needed to attend another timeshare presentation at the property booked with VIP points. I was shown pictures of the property in *** where I wanted to possibly use the points. I asked specifically if the property had 1 and 2 bedroom suites available and was told "yes". The suite as opposed to a single hotel room is a big selling point with the VIP points and vacation ownership Hilton sells. I tried to book and found out the ********* is only rooms not suites. I entered dates in the future for Sept. and nothing was available to book.I was lied to at the presentation. I was lied to and pressured to purchase the VIP Points. I want an immediate refund to the credit card I used to purchase the points. To us the points are useless because they can't be used for the purpose intended.
Business Response
Date: 07/16/2025
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 ******************************************** your account. We appreciate you taking the time to share your feedback.

Sincerely,

Membership Support
Hilton Grand Vacations
Initial Complaint
Date:07/02/2025
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 July 2, 2025 at 7:52 p.m. (EDT), I spoke with Hilton Grand Vacations phone representative Jhaslys (extension ******). She confirmed that no standard inventory was available for any of my requested dateseven though I selected a reservation date (Aug. 1st 2025) at the time of purchase. This contradicts the written terms of my package, which state that standard inventory is available within the package window.
Business Response
Date: 07/11/2025
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 July 10, 2025 and resolved this matter to your satisfaction by booking your desired dates. Thank you for taking the time to share your feedback.

Sincerely,

Membership Support
Hilton Grand Vacations
Customer Answer
Date: 07/11/2025

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:06/30/2025
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 recently paid for a Hilton Grand Vacations reservation and am seeking a refund. All materials I received indicated that you needed to complete the package by reserving your datesmarketing materials and the purchase form itself suggested this process. I am unable to travel for the next year due to work, and as such, believed I could refund my purchase as I never completed the booking process. I have never reserved a date with Hilton Grand Vacations, and, again, believedgiven their marketing materialsthat my booking was incomplete as I never completed the call to reserve my dates.Accordingly, I am seeking reimbursement of the funds I paid during the onboarding process. HGV's promotion terms do not define the term "Vacation Package"there are no defined terms at alland as such, there is no clear understanding of what a "Vacation Package" is in terms of refundability. Their terms provide that you cannot book a promotion if you have an "open, incomplete vacation package," which, coupled with their promotional emails telling me "You're Almost Done Finalize Your Vacation Dates Now," reasonably led me to conclude that I would not have completed booking a Vacation Package until I had called HGV to finalize my dates.I would like a refund for the amount paid.
Customer Answer
Date: 06/30/2025
AUTHORIZATION FORM

CASE#: 23538474
BUSINESSS: Hilton Grand Vacations, Inc.
CONSUMER: **** ****-salicki

I, **** ****-Salicki, hereby authorize that the complaint received by Better Business Bureau has been submitted by the individual(s) that entered into a marketplace relationship with Hilton Grand Vacations, Inc..

Further, I am representing that the complaint is a truthful account of my experience with Hilton Grand Vacations, Inc.

Date of original purchase: June 17, 2025

Dates of any additional purchases: N/A

Signed: /s/ **** ****-Salicki

Date: 6/30/2025

Phone Number: ************
Customer Answer
Date: 07/06/2025
Hello:
Please see attached signed and scanned form.
Kind regards,
**** ****-Salicki
Customer Answer
Date: 07/07/2025
Hello:
Please see attached printed, signed, and scanned document.
Kind regards,
Gage *. ****-*******
Business Response
Date: 07/16/2025
Dear **** **** Salicki,

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 ******************************************** your account. We appreciate you taking the time to share your feedback.

Sincerely,

Membership Support
Hilton Grand Vacations
Initial Complaint
Date:06/29/2025
Type:Delivery 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 am a current HGV Max owner. I started off as a Diamond Resorts owner in 2019 and upgraded to HGV Max in 2023. My wife and I received a marketing package for ****** Beach with the usual stipulation that we an owners update. The entire experience around the owners update was awful unprofessional, rude, insulting and the worst part included HGV salespersons accusing me of not wanting to help my family and then verbally snapping at a 7-year-old child who was sick and crying.I have attached full details.
Business Response
Date: 07/08/2025
Dear ****** ****,

We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our **************** Team spoke with you on July 6, 025 and resolved this matter to your satisfaction by adding ****** Hilton Honors points to your account. Thank you for taking the time to share your feedback.

Sincerely,

Membership Support
Hilton Grand Vacations
Customer Answer
Date: 07/09/2025

Complaint: 23535287

I am rejecting this response because:
It is inaccurate. I received an email from the sales team stating they were givimg me the points, but the oerson did not speak to me. I requested a conversation.

Sincerely,

****** ****
Business Response
Date: 07/16/2025
Dear ****** ****,

We are sorry you are not satisfied with our previous response. A representative from our **************** Team spoke with you on July 11, 2025 and resolved this matter to your satisfaction. We consider this matter resolved.

Sincerely,

Membership Support
Hilton Grand Vacations
Customer Answer
Date: 07/17/2025

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:06/27/2025
Type:Billing 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 have transcripts of all phone calls I have scans of documents that may not have uploaded 6/3/2025 called Hilton Hotels about Honors points for a hotel stay in a senior, accessible room. Was transferred to what I now realize was a different company, Hilton Grand Vacations (HGV) to hear an offer of points. I provided a too much information, my card was charged $******. Review of the call shows misleading, unethical statements. Against standard practice the total amount is never mentioned and I was not asked to agree to a charge. The words "prepaid", "required", "timeshare" are used only after the card is charged, before that entirely different terminology is used, for example "invited" becomes "required". Call back within minutes before charge is posted and told refunds are not made but to cut losses I accept a lesser "package" and a refund of $161.65. My card 6/3/25 shows ****** charged and a ******* credit I take a screen shot on 6/3.6/9/2025 the credit is gone from the card, the ****** charge remains. ************ HGV Ebony tells me a record of the credit shows it went through on 6/3 "you may wanna check with your bank and see if the credit is still pending. Processed already on our end." I do check with the bank and am told the credit was canceled, "I would contact them back (HGV) because they have to do something on their end to where that was canceled".6/11/2025 The $161.65 credit now shows in an a date sequence that the bank describes as "odd" and does not show on my 6/9/25 statement, which documents the removal and later return of the credit.If I had not intervened the credit would be gone and I would only be left with the ****** ********** many times has HGV used this tactic? Will the credit show on my next statement? Can HGV repeat the credit cancellation? How many have been misled by their unethical sales practices? Do they prey on the elderly and handicapped? I have not received any service from this company or any promised detailed emails.
Customer Answer
Date: 06/28/2025
Attached 1of2 credit card statement 5/10 to 6/9/25 shows charge of ****** but no same-day credit of ****** that HGV told me was completed. I was forced to make multiple calls to discover and resolve the error. Attached 2of2 6/9/25 statement documents no credit of ****** that HGV insisted "went through" on 6/3/25.

Business Response
Date: 07/08/2025
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 ******************************************** your account. We appreciate you taking the time to share your feedback.

Sincerely,

Membership Support
Hilton Grand Vacations
Customer Answer
Date: 07/16/2025

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:06/23/2025
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.
I was booking a hotel stay in ****** when I was transferred by the customer service line to *********************************************. During the call, the representative promised me ****** points as an incentive for attending a timeshare presentation. I agreed to attend based on that promise.However, after completing the presentation, the front desk informed me that there were no points associated with my account. I was provided with a phone number to follow up, but when I called, I was repeatedly redirected with no resolutioneach representative either claimed they couldn't find my information or passed me to someone else.This has caused significant frustration and wasted time. I would like HGV to honor their original promise of ****** points or provide an equivalent resolution.
Business Response
Date: 07/08/2025
Dear Bowei ****,

We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our Marketing Team spoke with you on July 3, 2025 and resolved this matter to your satisfaction by adding ****** Hilton Honors points to your account. Thank you for taking the time to share your feedback.

Sincerely,

Membership Support
Hilton Grand Vacations
Initial Complaint
Date:06/20/2025
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.
Dear Hilton Grand Vacations Team,I am writing to express my frustration regarding an unresolved issue with the promotional package I purchased on March 31, 2025, for a 4-day, 3-night stay in *******, **. The package included a $200 certificate and ******* Hilton Honors Points upon completion of a sales presentation.I stayed at the **************************************** from May 2427, 2025, and attended the presentation on May 26. I fully participated for over an hour, completed all required steps, and was told I could leave after stating Im currently a student and not interested in purchasing at this time. There was no mention that this would affect my eligibility for the promised ********** checkout, the front desk staff told me I had not attended the presentation which was extremely confusing, as I had just come down from it. I told them exactly that, but instead of correcting the record, I was simply given a phone number to call.I called immediately, and the representative said they would escalate by submitting a ticket. I was then told that being a student might disqualify me because the offer is supposedly limited to employed individuals. I am both a student and employed, and this was never stated at the time of purchase, confirmation, or check-in. If that is truly a requirement, the lack of disclosure is misleading and unfair.Since then, I have called multiple times and been told that the issue would be escalated and that someone from the concierge team would reach out to me. That never happened. I have received no follow-up communication, no case update, and no resolution despite actively trying to resolve the ************ a Hilton Honors Diamond member, I have consistently trusted Hilton brands, but this experience has seriously damaged that trust. I request a full review of my case and a resolution that honors the original terms.Sincerely,******* ****
Business Response
Date: 07/03/2025
Dear Chaofan
Deng,

We are sorry your
experience with Hilton Grand Vacations has been less than satisfactory. A
representative from our Marketing Team spoke with you on June 30, 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: 07/03/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23497618, and find that this resolution is satisfactory to me.

Sincerely,

Chaofan Deng
Initial Complaint
Date:06/17/2025
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.
I purchased a Hilton Grand Vacation package on 6/7/2025 and spoke to a representative by the name of ****** ****. After Mr. **** explained the offer I informed him that I was only interested in purchasing if I could booked specific dates. When I told him my dates, he assured me that I would have no problem booking. Mr. **** also stated that there was a $99 fee for arriving on a Thurs, Fri, or Sat. However, Mr. **** said that he would waive the $99 fee if I wanted to check in on a weekend. Based on this information I agreed to purchase the package and was charged $225.63 for the package. My confirmation number is **********. Within the hour of purchasing the package I called the reservations number to make a reservation. Not only was a told that there was no availablity at any of the properties for the requested dates (which Mr. **** assured me there was) I was told that I would be charged an additional $99 for a weekend day check-in. When I informed the agent (********) that I was told that the $99 would be waived I was told that there was nothing in the notes indicating this. I immediately requested a refund and was told that because I had purchased the package that day a refund would be processed and would take 5 to 7 business days to go back to my account. On 6/9/2025 I called again and spoke to **** to confirm that the refund was issued. I was told that it was requested but it wasn't processed. He said he would process the refund and again told me that it would take 5 to 7 business days to go back to my credit card. On 6/15/ 2025 after still not receiving the refund I called and spoke to ******** Panther who again confirmed that there was a refund requested for the package purchase. However, this time she said it would take 7 to 10 business days. I have received inconsistent information throughout this process ranging from details concerning the package offer to when I could expect a refund. I am requesting a refund immediately to my credit card.
Business Response
Date: 06/27/2025
Dear Corliss Thornton,

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: 06/27/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23478727, and find that this resolution is satisfactory to me.

Sincerely,

Corliss Thornton
Initial Complaint
Date:06/13/2025
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.
In April of 2025, I purchase a 4 day/3-night vacation package for Myrtle *********************** SC. I selected the dates we wanted when I set up the account and again when I received a confirmation email and it stated someone would be contacting me to confirm the dates. I was never contacted. I have since called and have spoken to 4 different agents trying to book the trip. When I paid for the package, it stated 3 resorts were in MB, SC, and those would be one of the resorts we would be staying in. They have tried scheduling myself and my family in NOVEMBER for a beach vacation in one of the three resorts, because apparently that is the only option they have. The only other option is for them to stick us in a *********** on dates that we are unavailable. Every time we call and speak to a different agent, we get different information. We finally called last week and spoke with someone and told them to just book the *********** since they refused to refund our money. I call back today because I never received a confirmation email, and the agent (who barely speaks English) tells me it was never even booked! It has been a complete nightmare. They will not allow us to change destinations, they will not allow us to cancel the trip, they will not allow us to book in one of the three resorts they promised unless it is in the WINTER, and the agents are highly rude every single time we call. I want the package canceled and my money refunded so I can take my two young kids to the beach during the actual summer.
Business Response
Date: 06/26/2025
Dear ***** *****,

A representative from our Marketing Team emailed you documentation on June ******* addressing your concerns where it states in the Terms and Conditions that the Marketing Package is nonrefundable. Should you have further questions,please contact our Marketing Team. Their contact information is provided in the email. Thank you for taking the time to share your feedback.

Sincerely,

Membership Support
Hilton Grand Vacations
Customer Answer
Date: 06/26/2025

Complaint: 23465621

I am rejecting this response because:
The team member that reached out was very rude in her correspondence. She copied and pasted a section of the terms and conditions that were not relating to my issue. I informed her it was never told to me that Myrtle ********************** is a location where they would try to shove us in a *********** instead of one of the three resorts that are listed specifically for the package I purchased. It also only states a standard double room may be booked. Nowhere in that sentence AGAIN does it state that the standard double room would NOT be at one of the three resorts on the website for the specific package I purchased. Their customer service is absolutely horrible and they refuse to own up to their mistakes. They consistently post false advertising and steal peoples money. I will NEVER be associated with this brand ever again and I advise everyone else to avoid their vacation packages at ALL COSTS!!

Sincerely,

***** *****
Business Response
Date: 07/08/2025
Dear ***** *****,

We are sorry you are not satisfied with our previous response. A representative from our Marketing Team cancelled and refunded your marketing package reservation. Please allow *********************************** your account. We appreciate you taking the time to share your feedback.

Sincerely,

Membership Support
Hilton Grand Vacations
Customer Answer
Date: 07/09/2025

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.

My money has been refunded.

Sincerely,

***** *****

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