Complaints

This profile includes complaints for Hilton Grand Vacations, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hilton Grand Vacations, Inc.

  6355 Metrowest Blvd STE 180 Orlando, FL 32835

  
• 

  Hilton Grand Vacations Company LLC

  102 West 57th Street New York, NY 10019-3302

  
• 

  Hilton Grand Vacations Company, LLC

  1250 22nd St NW Washington, DC 20037-1202

  
• 

  Varsity Clubs of America - South Bend Chapter, Inc.

  3800 N. Main Street Mishawaka, IN 46545-3110

  
• 

  Fairway Forest Resort

  3077 US Highway 64 E Ste A Sapphire, NC 28774-8635

  

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:02/27/2025

  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 was charged for the first night when I called due to weather that was coming in, I was told I could give new dates and not be charged. I don't have the new dates yet. I would have stayed there again when my daughter is coming back, but I will NOT now since they charged me. I was charged on the 18th of February in the amount of $187.45. I called in plenty of time, more than 24 hours in advance when I found out my daugher's flight was cancelled.

  

  Business Response

  Date: 03/06/2025

  Dear ***** ****,
  
  We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our Resort Management Team spoke with you on March 5, 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: 03/07/2025

   
  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:02/21/2025

  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.

  On January 15, 2025 my husband and I went to a Hilton Grand Vacations (HGV) presentation in ****. We were told the presentation would last for 2 hours maximum. The presentation lasted from 11:00 AM to 6:49 PM. 10 minutes shy of 8 hours long! We continually said, No we do not want to purchase a HGV Membership. Our Salesman was very high pressured and continued to mislead us and lied to us about the entire HGV program. We are senior citizens and we were completely taken advantage of and lied to continually. We asked if it was a membership in a timeshare, he said no. We asked if we could book at any Hilton property at anytime with the ***** points package that we were buying he said yes. He said nothing about our "Home Weeks" and that we could only book in May, September or the first 2 weeks of October! We told him we only want to travel in the Winter months due to snow where we live. They talked us into opening an **************** Hilton Credit Card to charge the entire balance of $21,723.00 on it. He told us we would have to pay $1,700 in HOA fees every other year and that our first year was already included into the $21,723.00 payment. I just received a bill of $2,300 for *** **** and joined ********************************************************************* **** and the salesman told us it was too late. I was granted access to the HGV website and tried to see availability at other locations and found 2 days available at most places that we would like to go and the HGV minimum is a 3 night stay. I tried to book our Home Week for October and they said nothing is available! We can't even use our points this year and once I pay the *** **** I will have spent $24,023.00! I asked the Salesman if I could sell the membership back to HGV and he said I could but they would likely buy it back for 10% of the cost! HGV would give a $2,400 refund? We were told this was great investment and that the Salesman would teach me how to rent out the ***. Please HelP

  

  Business Response

  Date: 02/28/2025

  Dear ***** *******,
  
  We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our **************** Team spoke with you on February 27, 2025 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:02/20/2025

  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 got talked into booking with Hilton Grand Vacations in July 2024. I was charged $285 at the time to attend a timeshare sales pitch. I then found out later about other fees, such as $95 for parking. I cannot make the date I have reserved, and they charged me another $20. Cancelation was over a month in advance, and rebooking had the same fee. Alternative was to get billed for a room night and then for missing the timeshare pitch. That was in the mutli-hundred $ category, but I'm not sure exactly how much.While I regret paying the $285, I did agree to it so that fits under buyers remorse. The cancellation fee, and the threats for much larger fees when I did not pay it, is frankly extortion. Given that I have received no services at all for the $305 fee, I'd appreciate a refund, but it's the $20 cancellation fee that really angers me. I would be minimally satisfied if that was refunded.They should keep in mind that they are targeting their best customers (Honors members with status), and that this kind of behavior alienates them.

  

  Business Response

  Date: 03/06/2025

  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 7-10 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: 03/06/2025

   
  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, assuming the company follows through with the refund.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:02/18/2025

  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.

  We own a timeshare at **********, and I received a voicemail today informing me that the property will be closed for construction. The message instructed me to call to relocate my reservation. However, when I called, I was informed that there are no available options. My family and I have already taken time off for this vacation and have been using our timeshare for several years. I am very frustrated because we pay monthly and also cover the end-of-year maintenance fee for the property, yet we are unable to use it, which is infuriating. We expect Hilton Grand Vacations to find us a new hotel for the same week we are scheduled to arrive.

  

  Business Response

  Date: 02/26/2025

  Dear ********** ******* ********,
  
  We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our Resolution Team spoke with you on February 22, 2025 and resolved this matter to your satisfaction by booking a reservation and saving your 2025 points to 2026.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

  Customer Answer

  Date: 02/27/2025

   
  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:02/14/2025

  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.

  On July 28, 2024 me and my partner attended a sales presentation at the ***************** in *******. We completed the presentation and on the way out, we stopped by their front desk and the attendant there (******?) offered us another 4 day 3 night vacation and sales presentation which could be redeemed starting January 2025.I have been trying to redeem this with no luck at all, I was told my account is attached to my phone number but every *** I speak to can only see the ******* vacation on said account. I have been transferred around to at least 5 different departments and nobody can help. I was told to call the hotel directly as well and both times I got through to the sales floor (they rarely answer the phone), I was told somebody would call me back or get back to me over email, which never happened.Looking at the credit card charge for this, which I attached, I was charged to Hilton VC Mystic Dunes, which is apparently I separate hotel. I called them as well and was promised a call back, which also never happened.I am attaching pictures of the credit card charge which is on the day of the presentation I attended, the pamphlet I was handed at the front which was supposedly going to be my way to redeem my 2025 trip which I paid $199 for, and a picture of my confirmation for the sales tour we attended in July which youll be able to see is the same date as the credit card charge I incurred.I was essentially charged $199 for a service I am not receiving, I would like either an answer on how I can redeem this trip or a full refund.

  

  Business Response

  Date: 02/28/2025

  Dear **** ********,
  
  We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our Marketing Team is currently reviewing your case. Someone will follow up with you within 3-5 business days. We appreciate your patience.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

• Initial Complaint

  Date:02/07/2025

  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.

  We purchased an introductory package for 5 nights over the phone for $824.54. The agreement clearly stated that my spouse and I needed to attend a 2 hour presentation while on the property, which seemed fair. The following occurred:1/1/25: We arrived in ****** early to extend our stay and make certain we would be available for our 1/7/25-1/12/25 stay and the 1/10/25 Hilton Grand Vacations presentation. 1/2/25: Both my spouse and I became ill 1/3/25: ******************** My spouse was diagnosed with the flu and given medication by the *** 1/7/25: We checked into the resort.1/8/25: We returned to the ************ as her symptoms were getting worse. She was given a strong antibiotic for a respiratory infection. 1/10/25: Went to the *********** a third time (for me this time) and was prescribed an antibiotic.1/10/25 -1/13/25: We attempted to attend our scheduled 2 hour session with HGV on 1/10/25, 1/12/25 and finally on 1/13/25. Each time after hearing our deep coughing and observing our sick demeanor we were turned away by the staff. In fairness, I can not blame the staff for turning us away, as they did not want themselves or the other participants to be exposed to our illness. 1/13/25: After 3 attempts and no improvement in our illness, we felt discouraged but were confident we would be able to come to a fair arrangement with Hilton. i.e., virtual presentation, reschedule at another property, etc.1/13/25: We were contacted by a Hilton Grand Vacations collections individual. We offered to attend a virtual presentation or reschedule at another property. In short the answer was that our only option was to participate in the 2 hour presentation at that location prior to returning home or pay the penalty ($800). Given that we had been turned away 3 times, and were still ill, we did not expect a different result if attempting a 4th time. We were defeated and paid the penalty. 1/14/25: We left the property and flew home, still ill.

  

  Business Response

  Date: 02/19/2025

  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 7-10 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: 02/19/2025

   
  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:02/07/2025

  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.

  When I was initially sold a Vegas vacation package, the salesman stated that while the package was only good for 1 year, if I called and asked for an extension they would grant it. Well flash forward to a year later, another representative stated I needed to have some dates down so we can keep the package and prevent losing the money. Not a problem. She booked me bogus dates at a random hotel. I have emails and voicemails stating that while she was putting me down for these dates, I could call and change it without having to pay a fee. (If they also reviewed their phone calls that they record, you can hear that this was promised to me.) I contacted this agent, we engaged in phone tag until her extension ceased to be valid. However, today when I called to schedule the actual dates with a general number - I was told that they couldnt verify this because the agent no longer works in this area. Im now being told that I would have to pay to have these dates changed, which was not what I was promised. Obviously, neither the agent nor I could predict that she would no longer be working for them - but why should that result in me losing what I paid HGV or me being held to dates that were not chosen by me?

  

  Business Response

  Date: 02/19/2025

  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 7-10 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

• Initial Complaint

  Date:02/05/2025

  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've never been so upset and scammed by a company. This is my first time ever filing a BBB report and I never thought I'd had to. I've been straight up lied to by this company. They specifically told me my package was refundable, and when I repeatedly told them I wasn't interested in the package, the person on the phone asked me if I had any trips coming up. I said yes and he literally told me that he apparently spoke with his manager that the credit offered AFTER your grand vacation stay could be used NOW if I paid for the package. Then when I called when I paid and didn't receive any credit, they said that wasn't true and could not be done. How could they just make up lies and is this not illegal? I wasn't even told when I called asking for a refund that this would be an application and it would be accepted or declined, I got a call saying it was declined and I was devastated and confused. I'm not rich and I don't have a lot of money and honestly I cried. I've never been so blatantly lied to especially by what I thought was a reputable company. Please if you are able to, look up my number and listen to the call logs. You can hear what was promised to me. Insane.

  

  Business Response

  Date: 02/07/2025

  Dear Rosemely ****,
  
  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: 02/07/2025

   
  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,
  
  Rosemely ****

• Initial Complaint

  Date:02/04/2025

  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 am writing regarding the handling of my reservation & the communication I have received. I am concerned that the reservation I made is now at risk of cancellation or modification due to conflicting information regarding the availability of the tour. My travel plans, including non-refundable flights, have been finalized based on assurances provided by your team, & any changes at this stage would impose a significant financial burden.On January 15 I confirmed my reservation with HGV. On January 23, I was assured by HGV, that a tour would be scheduled for April 26 which prompted me to secure my travel arrangements in good faith. However, on January 28 I received a VM from HGV stating that no tours are available on April 26 & inquiring whether I was flexible with the dates. As my travel dates are fixed and non-negotiable, this sudden change in plans is *************** addition, my overall experience with Hilton has been deeply unsatisfactory. Initially, I reached out to Hilton following an incident during my previous stay in which I encountered a bed bug in my room. After addressing that issue, I was transferred to the call for this promotional tour, which marked the beginning of extensive and confusing back-and-forth communication. I was misinformed by the agent with whom I purchased the package, and it took over a week before I finally managed to speak with a supervisorwho, regrettably, has since been unresponsive to my concerns.For reference I am attaching the email of my communication. I respectfully request clarification and resolution on the following points:1. Reservation Status: Will my reservation be honored as originally booked?2. Cruise Costs: Could you please provide the cost information for the cruise options available 3. Available Alternatives: What other options will Hilton offer to accommodate our situation for the dates we need? We are concerned we will have no place to stay during our time there although we have a reservation Thank you

  

  Business Response

  Date: 02/12/2025

  Dear ***** *****,
  
  We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our ******************** Team spoke with you on February 7, 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: 02/12/2025

   
  Complaint: 22900900
  
  I am rejecting this response because: I would like to have what we agreed to in writing please. I was told that a tour has been scheduled for the 26th but I havent received a confirmation email and would like that for peace of mind. Thanks!
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 02/19/2025

  Dear ***** *****,
  
  We are sorry you are not satisfied with our previous response. A representative from our Marketing Team sent a follow up email to you on February 14, 2025 addressing your concerns.Should you have further questions, their contact information is provided in the email. We consider this matter resolved.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

  Customer Answer

  Date: 02/19/2025

   
  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.
  
  

  they resent my confirmation email with the tour date. It didnt list the location but I have it noted as the Hilton club. Thanks 

  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:01/31/2025

  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 am writing to express my dissatisfaction with my timeshare experience. I purchased my timeshare two or three months before the pandemic with the understanding that I would receive points annually. However, I have only received points biannually, which has led to considerable confusion and disappointment. Diamond Resorts should have taken proactive measures during the pandemic, either by canceling my timeshare agreements or allowing members like myself to opt-out. Despite my efforts to address these concerns, I feel my investment has resulted in little to no value, as I have dutifully paid my maintenance fees without any corresponding benefits, such as not having enough points to take a vacation.I am extremely frustrated with Hilton and disappointed by the lack of proper communication on your part. I have been waiting for weeks for ***** ******* to contact me, as promised, to discuss exiting my membership. Despite scheduling a specific time for her to call (December 13th, 2024), I have yet to hear from her. *****, who initially emailed me on December 11th, 2024, from your ************ Resolution team, has failed to follow up. Wheres the resolution? Wheres the customer service and care?Every part of this whole experience has been appalling. I purchased a membership during a global crisis (COVID-19), never got a chance to use it, and I'm stuck paying for it annually. What makes it worse is that I thought I had bought an annual points system, only to find out it's every other year. I was utterly led astray when I made the purchase.I've reached my limit. I'm not interested in continuing this service. I've stopped my payments and have no plans to keep my account current. I've already put up with too much, and I think it's only fair to release me from this membership without any more hassles. ******* ******

  

  Business Response

  Date: 02/21/2025

  Dear ******* ******,
  
  We are sorry you are not satisfied with our previous response. We have sent your inquiry to our Resale Team for review. Our Resale Team has a turnaround time of 45 days. For more information you can contact our Resale Team by clicking on the link: ******************************************************************************* you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations