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

1,502 total complaints in the last 3 years.
364 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/25/2024
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.
During our stay at the hilton in ************** we complained about the pool being closed. When talking to the front desk about it they offered a cheap low cost vacation we could use in the future that we could book in the next 1.5 years when we were ready and if we changed our mind our $250 deposit could be refunded.When we received a call to book we asked for a refund and were told that the deposit was non-refundable and the vacation was actually to listen to a time share presentation! None of that information was disclosed and we were not allowed to have print outs of what we were signing up for. Instead the person at the front desk allowed me to take a picture of the offer but could not give me anything in print.Attached are the only things I was allowed to take pictures of.
Customer Answer
Date: 07/26/2024
A manager from Hilton Grand called me and finally agreed to refund the $249. The transaction is on my credit card so this complaint can be closed.
Initial Complaint
Date:07/25/2024
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.
Dear Ocean Beach Club Resort,I hope this message finds you well. I am writing to formally request the cancellation of our timeshare contract with your resort, as detailed below.Since our initial engagement with Ocean Beach Club Resort, we have been deeply dissatisfied with our experience. The sales process, marked by high-pressure tactics and inadequate disclosure, left us feeling misled and uneasy. The subsequent change in ownership, from ******** Resorts to Diamond Resorts International, was a significant development that was not disclosed during our negotiations, further eroding our trust.Our usage of the timeshare has been marred by ongoing maintenance issues and substandard facilities, a far cry from the quality and luxury promised during the sales presentation. The long-term financial obligations, including exponentially increasing maintenance fees, were not adequately disclosed, nor were the implications for future generations of our ********* light of these issues, we firmly believe that our contract should be promptly canceled, and any applicable refunds processed accordingly. We are not interested in exploring resale options or any further involvement with the timeshare.Please consider this request seriously and handle it in accordance with all relevant legal and regulatory requirements.Thank you for your prompt attention to this matter.Sincerely,****** and **** ******
Business Response
Date: 08/14/2024
Dear ****** and **** *******,

A representative from our ****************** Team spoke with you August 9, 2024 addressing your concerns. Should you have further questions, please contact ******************. Thank you for taking the time to share your feedback.

Sincerely,

Membership Support
Hilton Grand Vacations
Customer Answer
Date: 08/18/2024

Complaint: 22041581

I am rejecting this response because:
This answer that we spoke to you and call us does not resolve anything regarding this dispute.
Sincerely,

****** And **** *******
Business Response
Date: 08/30/2024
Dear ****** and **** *******,

We are sorry you are not satisfied with our previous response. A representative from our ****************** Team spoke with you on August 27, 2024 addressing your concerns about the status of your account. Should you have further questions, please contact our ****************** Team. We consider this matter resolved.

Sincerely,

Membership Support
Hilton Grand Vacations
Business Response
Date: 09/07/2024
The account is no longer active and our ****************** Team gave the contact information for the correct department for the member to contact, should they have any further questions.
Customer Answer
Date: 09/09/2024

Complaint: 22041581

I am rejecting this response because:
This statement in. O way resolves the issue with this timeshare company that talks in circles and refuses to put the process in writing.
Sincerely,

****** And **** *******
Business Response
Date: 09/20/2024
The contract that Mr. ******* owned with Hilton Grand Vacations has gone into Foreclosure. Mr. ******* would need to contact the ********************** for more information.
Initial Complaint
Date:07/24/2024
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.
To Whom it May Concern,I am writing to demand the immediate cancellation of our timeshare contract with your company. We are deeply frustrated and disappointed.We purchased this timeshare in May 2021 after a manipulative sales pitch at *********************************** in ***********, **. We were promised a wide range of properties and flexible vacation options, but these promises were false. We have found it nearly impossible to book a property, while non-owners can easily secure accommodations.We were also misled about the inclusion of Tradewinds Resort in *************************************, which is not part of your program. This deception has led to our complete distrust in your company.Given these issues, we demand the immediate cancellation of our timeshare contract and a full refund of all associated fees and charges. We expect written confirmation of our contract cancellation within 30 days. Failure to comply will result in legal action.We anticipate your prompt **************************************************
Business Response
Date: 08/14/2024
Dear ********* and *********************,

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 August 12 and 13, 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:07/23/2024
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.
Cancellation of contract and promised refund.
Customer Answer
Date: 07/24/2024
Please see requested attachment.

*****************
07/24/2024
Business Response
Date: 08/09/2024
Dear *****************,

We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our **************** Team spoke with you on August 5, 2024 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:07/23/2024
Type:Billing 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.
To Whom It May Concern,We, ******* and *****************************, seek full cancellation of our Hilton Grand Vacations timeshare contracts. Starting in 1994 at ******************************************************************, under Gold Key Resorts, costs were manageable. In 2009, we upgraded to Ocean Beach Club, then added another week, facing escalating fees. By 2011, our mortgage was $1,600 with $1,092 annual HOA fees, rising to $2,947 by 2015. Diamond Resorts' acquisition led to Hawaii Collection with a mortgage spike to $120,000, then back to U.S. Collection in 2017 due to travel costs.Post-retirement, a 2021 Platinum membership upgrade at ***********, *********, financed through mortgage equity and credit cards, escalated payments to $1,844.08 and $1,209.09 monthly by January 2021. In July 2022, we bought ****** points amid the Hilton merger, expecting reduced fees via Hilton credit cards, resulting in $3,218.63 in mortgages and $2,034.66 in HOA fees by March 2023.Misled in a 2023 Elara Resort sales pitch into consolidating mortgages, we ended up with three loans totaling $7,036.58 and unchanged fees. Despite promises of point buybacks, our financial burden worsened. As of January 2024, with ******* retired and *** surpassing retirement age, our contracts ballooned to $123,133.68, plus over $35,000 in Hilton-backed credit card debt.We request immediate contract cancellation, believing Hilton's aggressive sales tactics have left us in a precarious financial state.Sincerely,******* and *****************************
Business Response
Date: 08/10/2024
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 August 7 and 8, 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:07/23/2024
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.
Subject: Request for Immediate Rescission of Contract # **-513824, Effective Date July 1, 2024 I attended a Hilton Grand Vacations Club presentation for time shares on May 16, 2024, at HGV Club on the ***************. Given my positive experiences with Hilton's services, I considered purchasing a time share. After careful consideration, however, I've determined my current financial situation does not allow me to proceed. Consequently, I sent a Time Share Cancellation Notice via regular mail on June 17, 2024, to ***************** Rescission, *********, ***I misunderstood that the contract's Effective Date of July 1, 2024, marked its closure and mistakenly believed I had until July 5, 2024, to cancel. Not receiving a response, I tried contacting my Q&A specialist, *********************, who was unavailable. Subsequently, I sent a certified mail cancellation notice and an email with a digitized copy before and on July 1, 2024. It was only during a conversation with ******************* from *************************** that I learned the cancellation window was May 16 to May 22, 2024, not clarified during the presentation.As a single woman with limited family support and irregular income from a pre-revenue startup, I cannot afford the $3,549 down payment charged to an AMEX card, nor the $1,813.01 maintenance and closing fees due August 1, 2024, alongside the $426.20 initial loan payment. I respectfully request an exception to rescind Contract # **-513824, considering my genuine misunderstanding and financial hardship. I urge you to waive all incurred charges, as I am unable to pay them.
Business Response
Date: 08/09/2024
Dear *******************************,

We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our Resolution Team has attempted to contact you by phone and email on August 2 and 6, 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:07/22/2024
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.
We traveled to the *************************************** on January 20, 2024 and attended a presentation. The presentation included several inaccuracies:They lied about the all-inclusive trips to entice us to sign.They told us flights were included with the all-inclusive trips, which they were not.Conversations with their executives over the phone were part of the deception.The sales representative told me they only needed my credit card on file and never mentioned that my card would be charged immediately.The process of signing the contract was rushed, and we had no time to analyze what we were signing.They never mentioned the amount of time we had to cancel the contract.When we asked our representative if we could set up our online account, we were told that it would take 15 days. We believe they lied to intentionally delay time.This purchase has significantly burdened us financially, adding stress and negatively impacting our credit. It has also caused tension between my wife and me, leading us to want nothing further to do with Hilton.A full and accurate detailed account of our experience are attached and as well text conversations and emails with the representatives and the resolution specialist.
Business Response
Date: 08/05/2024
Dear Manual *********,

We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our Owner Relations Team has attempted to contact you by email on August 2, 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
Customer Answer
Date: 08/05/2024

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...for now. Please keep our complaint open because we are going to have a call with a specialist and we hope they understand the position their representatives put us in and accept that we no longer wish to be members.

Sincerely,

*******************************
Initial Complaint
Date:07/19/2024
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 8, 2023, I was approached by a representative of Hilton Garden Vacations in the lobby of the ************************************************. He informed me that for hearing his spiel about HGV, I would be eligible for Hilton Points and that, should I purchase a vacation package and if after two weeks I did not want it, I could call and get a refund & points, but only after two weeks. Sounded good, so I pre purchased a 2day package to ********* that would Include a timeshare presentation.On July 7, 2024, I received an email saying I had to book dates for the ********* trip by 8/6. I had completely forgotten I had even signed up for this.On July 19, 2024, I called HGV and spoke to a nice customer representative, ****, who informed me that the package is not refundable. I stated that the person whom sold me the package told me it was, so I asked for the name of the person who sold me the package and whether or not it was a person who worked for the hotel, but he couldnt say whether it was or a subcontractor. **** was very nice & extended the package cut off date until the end of the year, which I did not ask for, but appreciated the gesture. I am seeking a full refund for the $225.63 which is what I was led to believe I could request at the time by the sales rep.
Business Response
Date: 07/24/2024
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: 07/24/2024

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.
I appreciate this forum to address these types of concerns. The timeliness with which Hilton responded is appreciated and the outcome is very satisfactory.

Sincerely,

***************************
Initial Complaint
Date:07/19/2024
Type:Order 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.
To whom it may concern,Veda and I sought a post-COVID vacation and booked the Powhatan Resort, unaware it was a timeshare. Pressured into attending a 90-minute presentation for a $200 **** card, we ended up enduring a 4-hour sales pitch. Despite declining multiple times, we were coerced into a contract with deceptive practices, including misleading information on down payments and contract terms.Subsequent attempts to enjoy the timeshare were marred by difficulties booking, deteriorating property conditions, and unkept promises about benefits and equity. Upgrades were pushed with false promises and even useless gift cards. The experience left us feeling cheated and misled, prompting a desire to exit the contract due to financial and emotional distress.We demand release from the contract due to ongoing deception and misrepresentation by Diamond Resorts' representatives.Thank you,***************************
Customer Answer
Date: 07/24/2024
I spoke with a Representative name ***** on June 4, 2024
Business Response
Date: 08/20/2024
Dear ******** and ******************* and *****,

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 August 7 and 9, 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
Customer Answer
Date: 09/09/2024
Hi Team,

I am reaching out to request the reopening of my case, as I am still in need of assistance. I sincerely apologize for the delay in my response.

For your reference, my complaint number is22014590

Thank you for your assistance.

Kind regards,
******** and **** ***** and *****
Customer Answer
Date: 09/09/2024
I disagree with the claim that they attempted to contact me by phone and email on August 7 and 9, 2024.
Customer Answer
Date: 09/09/2024
I disagree with the claim that they attempted to contact me by phone and email on August 7 and 9, 2024.
Customer Answer
Date: 09/10/2024
I disagree with the claim that they attempted to contact me by phone and email on August 7 and 9, 2024.
Business Response
Date: 09/19/2024
Dear ******** and **** ***** and *****,

We are sorry you are not satisfied with our previous response. A representative from our ****************** Team has attempted to contact you by phone and email on September 13 and 17, 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
Customer Answer
Date: 10/03/2024

Complaint: 22014590

I am rejecting this response because:

Sincerely,

******** And **** ***** And *****
Customer Answer
Date: 10/29/2024
I'm rejecting this because I want to cancel my Contact with Diamond/Hilton.
Customer Answer
Date: 10/30/2024
I'm rejecting this because I want to cancel my Contact with Diamond/Hilton.
Business Response
Date: 11/08/2024
Dear ******** and **** ***** and *****,

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 November 6 and 7, 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
Customer Answer
Date: 11/12/2024

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.
I've spoken to them this morning.

Sincerely,

******** And **** ***** And *****
Initial Complaint
Date:07/18/2024
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 attended a sales presentation for a timeshare in ********* on 6/28/24. During the presentation, I was shown misleading figures that were meant to trick me to believe that becoming a timeshare owner would result in me saving money on Hilton hotels. The sales presentation began at 2:45PM and was supposed to be 2 hours, but the salespeople were aggressive in keeping me in the seat listening to their sales pitch. I was shown pricing figures that were outside of my scope and I let the salespeople know that I am unable to afford any of the packages they presented to me. I also made it clear that I have an event to attend at 6PM and would not be able to stay past 4:45PM (my obligation). They continued to pressure me into buying a package by lowering the points I would receive. At this point, I saw no way to leave the pitch except to accept their proposal. Upon beginning to sign the paperwork, I was not told that the process normally takes upward of an hour, even though I informed them earlier I had to leave. I ended up waiting over an hour to meet with an agent named *****. At this point, I was desperate to leave the premises for my event. To ensure I don't leave without signing every piece of legalese, the agent rushed through the paperwork, saying that typically these signings take a lot of time to explain and that Ill have a lot of questions after signing. She especially failed to explain the 10-day recision period I am entitled to as a ******* resident. I unfortunately did not find out about this recision period until after it had lapsed on 7/12/24. Upon finding out the recision period had lapsed, I contacted Hilton to attempt to fix the situation. After calling several Hilton numbers, I reached *********************, who went on to belittle me over the phone while using sales papers (not contracts) I filled out to tell me they would not be releasing me from the contract. Hilton has continued to shun me away from resolving the conflict.
Business Response
Date: 08/05/2024
Dear *************************,

A representative from our ****************** Team mailed you documentation on July 17, 2024 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
Customer Answer
Date: 08/05/2024

Complaint: 22011449

I am rejecting this response because: I was told a representative from the sales team will reach back out to me but has not since Thursday.

Sincerely,

*************************
Business Response
Date: 08/15/2024
Dear *************************,

We are sorry you are not satisfied with our previous response. A representative from our **************** Team emailed you documentation on August 15, 2024 advising the HGV program has been accurately represented by the sales team and in the written materials provided to you and therefore cancellation will not be granted. Additional information was also provided for added assistance. Should you have further questions, the contact information was provided in that email. We consider this matter closed.

Sincerely,

Membership Support
Hilton Grand Vacations

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