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, Inc.

  11272 Desforges Ave Orlando, FL 32836-6241

  
• 

  Hilton Grand Vacations, Inc.

  5323 Millenia Lakes Blvd Suite 400 Orlando, FL 32839-3392

  
• 

  Hilton Grand Vacations, Inc.

  8651 Treasure Cay Ln Orlando, FL 32836-6437

  
• 

  Grande Villas, a Hilton Vacation Club

  12118 Turtle Cay Cir Orlando, FL 32836-6400

  

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:05/18/2024

  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.

  We are extremely disappointed, frustrated, and angry regarding the timeshare ownership we have with Hilton Grand Vacations (HGV). We mailed a letter to their corporate headquarters to request that HGV take immediate action to cancel our timeshare contract with them due to HGV's breach of contract when it failed to live up to any of the expectations set by HGV's own sales team when we purchased our timeshare in February of 2019, but they did not respond to our request. Per the *** tracking number, the letter was delivered on Wednesday, October 4th, 2023 at 12:19pm to Hilton Grand Vacations, ***********************************************************. I have attached a copy of the letter that was mailed to HGV. We have wasted thousands of dollars on this timeshare and it has become increasingly clear to us that HGV engaged in deceptive sales practices along with mental and emotional manipulation to get us to sign a terribly burdening contract. We have been misled, taken advantage of, and subjected to a series of unethical practices that have left us feeling trapped and financially burdened, just like so many others that have gone through similar experiences with HGV.

  

  Business Response

  Date: 05/30/2024

  Dear *****************************, 
  
  Our ****************** Team mailed you communication on May 28, 2024. The contents of this communication state that our office is in receipt of your inquiry that we received from the Better Business Bureau (BBB) regarding the above referenced account. We appreciate the time you took to reach out to us and have reviewed the concerns in this inquiry.
  
  In your letter, you express concerns regarding your ownership that we would like to address. To recap those concerns, you feel as though the representations made during the sale did not reflect the information contained in the paperwork signed at the point of sale.We would like to take the time to address each of your concerns below.
  
  We have reviewed all the documents and disclosures provided to you at the time of sale and are confident that we have complied fully with the applicable laws of *******, where the sale occurred and ******, where the project is located.
  
  Although we take all necessary steps to prepare and provide the Public Offering Statement in an easy-to-read format, we cannot control what purchasers do with the information once they leave the sales center. Many purchasers use the rescission period to review the documents carefully and seek advice from professionals (i.e., accountants,lawyers, real estate agents, etc.) to determine if the purchase is right for them. Some of these purchasers choose to cancel their purchase before the rescission period expires and we, of course, honor that decision. 
  
  One of the concerns you mentioned was that you felt pressured into purchasing at the sales presentation you attended. Our sales representatives make offers to prospective purchasers,but they are free to decline at any point. At no point do we pressure or force prospective purchasers to stay at the sales presentation as they are free to leave the presentation at any point. Our guests who tour the sales center are free to come and go as they please. Our perspective owners are not held in a locked room nor another area of which they are not able to leave. Our sales representatives do not pressure potential owners to make a purchase, but rather discuss with potential owners their vacation preferences, desired price, and other terms and conditions in order to provide potential owners with the best offer tailored to their unique situation. We outline to our prospective owners,that the presentation will last approximately ****** minutes, and that they are only required to stay that timeframe to take advantage of any promotional packages or discounts they may have been offered. There are times when a sales presentation lasts longer, due to a contract being executed or if questions arise that need to be addressed.
  
  Another concern you mentioned was that our sale agents omitted that the maintenance fees could increase. Regarding the maintenance fees, please note that your Board of Directors and on-site employees work hard to maintain and enhance the service and quality at each resort to establish a budget for their property. In doing so, they must address the need to maintain the property while managing the amount of annual maintenance assessment. Although every effort is made to reduce costs, certain costs increase over time. For example, a hurricane or other such event might cause the cost of property insurance to increase.Additional factors contributing to a change in maintenance fees may include increased cost of amenities and activities; expense-driven inflationary trends such as real estate taxes; insurance premiums and utility costs outside the control of your association; and cost-of-living wage increases for on-site employees.
  
  For a detailed breakdown of your associations budget is included in the letter from your Home Resorts General Manager, which accompanies the annual billing statement. A copy of this letter is available on the Club website. Any specific questions regarding your associations budget can be directed to the resort General Manager as specified on the assessment notice. To ensure our owners are aware of the fluctuation of their maintenance fees are subject to, the Statement of Understanding is provided at the time of the sale. Please review item no. 3 with the heading Assessments which states that the assessment amounts are subject to change in future years in accordance with the governing documents of your Project. Located directly next to this statement are your initials,indicating that you read and understood this statement.
  
  Also mentioned was that you were not aware of the fees associated with the account. The Statement of Understanding is provided at the time of the sale to ensure our owners are aware of any fees associated with the account. Please review item no. 9 titled Fees where it specifically states the club fees, the amount and whether such fees are subject to change in the future. Additionally, The Purchase Award Letter is provided at the time of sale to ensure our owners are aware of the exchange fees. This letter states that the member is responsible for any use fees, reservation exchange and transaction fees on the same page it has your signature(s) indicating that you read and understood this document. It also clearly states on the Bonus Points Purchase Award letter that a reservation fee applies to RCI exchanges and conversions to Hilton Honors.
  
  Next you mention that you were told that the timeshare could be used as an investment. The Statement of Understanding is provided at the time of the sale to ensure our owners are aware that the timeshare should not be used for any financial or monetary advantage.Please review item no. 5 titled Personal Use Only where it specifically states that the vacation ownership interest purchased is for your own personal vacation use and enjoyment and should not be for any financial or monetary advantage such as rental income or appreciation.
  
  You also raise concern with your ability to utilize your points through our various exchange options.Please know that you have the option to utilize your points in a variety of ways, however such usage is subject to additional terms and the exchange programs are subject to change or discontinue without notice. Please note item no. 5 titled Exchange Options of the Statement of Understanding, where it states Club Points may be used for stays at your Project, affiliated resorts, RCI exchanges, cruises, adventure travel, conversion to Hilton Honors and other benefits offered through the Club from time to time. Benefits available by third parties are subject to additional terms and subject to change or discontinue without notice.
  
  In your letter you state that there you have had difficulties with flexibility in making reservations.Please be advised that there are many factors that need to be considered when making reservations at any location outside your home week. For instance,reservations need to be booked in advance, sometimes a few months. This may be due to the overwhelming number of owners who wish to stay at any location.Unfortunately, we have no control over when a property will be available which is why we advise that our owners make reservations in advance. In addition, the number of points required for reservations depend on the accommodation type,location and timeframe requested. Should you have any additional questions about point usage and booking assistance, please contact the *************** at ************
  
  As a part of your ownership, we offer to assist you with the help of seasoned Club Counselors who will guide you with optimization of your membership. If you have any additional questions regarding your membership, points and/or reservations please call and speak to one of our Club Counselors. They are available to assist you at 1-************ or visit the websites below for a wealth of learning tools available.
  
  Club website: ***************************************  
  
  We understand that due to financial and other hardships your circumstances may have changed, and you feel vacation ownership no longer fits your lifestyle. Please be advised that we do have various payment options available for owners experiencing financial hardship. If you are interested in exploring those options, please submit a loss mitigation inquiry at *****************************************************  
  
  In conclusion, we believe the program was accurately represented by the sales team and in the written materials provided to you.  Consequently, the request for cancellation is denied. 
  
  If you have any questions,please feel free to contact our office directly at ************ between 8 a.m.and 4 p.m. Monday through Friday (ET), and one of our agents will be happy to assist you.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

  Customer Answer

  Date: 06/09/2024

   
  Complaint: 21731265
  
  I am rejecting this response because:

  Hilton writes that their ****************** Team mailed communication to me on May 28, 2024, but as of today, June 8, 2024, I have not received ANYTHING in the mail.
  Hilton claims Our sales representatives do not pressure potential owners to make a purchase. They can claim this all they want, but our experience tells a different story.  We were, in fact, pressured to make the purchase.   Many different representatives (the sales representative, the sales manager, the finance manager, and others) did whatever they could to pressure us and convince us that this was a golden opportunity that we couldnt pass up.  We were pressured so much that we finally decided to make the purchase just so we could get out of there.  So, I categorically disagree with their claim.
  We wrote in our letter to Hilton that their sales team did not inform us that the maintenance fees would increase every year.  Hiltons response is that the Board of Directors and on-site employees work hard to maintain and enhance the service and quality at each resort to establish a budget for their property and certain costs increase over time.  All this tells us is that their employees work hard and certain costs increase over time.  But this does not address the fact that they failed to tell us at the time of purchase that the maintenance fees would increase.  Had we known that the maintenance fees would increase, we may not have made the purchase.
  We wrote in our letter to Hilton that their sales representative suggested that we rent our vacation property to make extra money.  Our sales representative said that she does it even though its not allowed because Hilton wouldnt find out.  In their response to this, Hilton tells us to review item no. 5 titled Personal Use Only where it specifically states that the vacation ownership interest purchased is for your own personal vacation use and enjoyment and should not be for any financial or monetary advantage such as rental income or appreciation.  Perhaps Hilton needs to show item no. 5  to their sales representatives so that they stop suggesting to prospective owners that it is okay to rent the property to earn some extra money.  We never had intentions to try to rent it our nor would we ever try to rent it out.  The point of bringing this up in my letter was to show that their sales representative(s)did tell us to rent our property to make extra money.  The fact that they did this is yet another example of the unethical morals and sales tactics that were repeatedly used to strong-arm us into buying into their false promises as if we would get any benefit from it.
  In response to the difficulties we had with making reservations, Hilton wrote, reservations need to be booked in advance,sometimes a few months. This may be due to the overwhelming number of owners who wish to stay at any location. Unfortunately, we have no control over when a property will be available which is why we advise that our owners make reservations in advance.  It would have been nice if they had told us this during the purchase of our timeshare.  Of course, the difficulties that owners may have in securing a reservation are never discussed during the sale.  Why would they be?  Hilton is in the business of selling, not informing people how difficult it is to make a reservation.  Can you imagine if Hilton told people Buy into this timeshare and join the MILLIONS of people who try every year to book a stay at one of our 25 locations!  Obviously,these numbers are exaggerated, but my point it that Hilton is basically admitting that there are not enough locations to accommodate the overwhelming number of owners. Hiltons words.
  Here's an idea: Stop selling timeshares if the number of owners is getting to be overwhelming for the number of locations available to book a stay.  Had they been honest with us and told us that we would have difficulty booking reservations, we may have not moved forward with the purchase.
  We believe the program was inaccurately represented by Hiltons sales team.
  We request that our contract be cancelled.

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

  

  Business Response

  Date: 06/19/2024

  Dear Mr. *******, 

  We are sorry you are not satisfied with our previous response. Our ****************** team mailed you follow up communication on June 12, 2024. This communication states, "The concerns in your original letter have been reviewed and compared to your most recent letter. Given the rebuttal in your most recent letter indicates that you had received our response sent to you on 5/28/24, we stand behind our previous response. We believe the program was accurately represented by the sales team and in the written materials provided to you. Consequently, the request for cancellation is still denied. 

  If you have additional documentation and/or facts you would like us to consider, please feel free to contact our office directly at ************ between 8am and 4pm Monday through Friday (ET), and one of our agents will be happy to assist you."

  We consider this matter resolved. 

  Sincerely, 

  Membership Support

  Hilton Grand Vacations 

  Customer Answer

  Date: 06/29/2024

   
  Complaint: 21731265
  
  I am rejecting this response because:

  I am not satisfied with Hiltons attempt to resolve this by not cancelling the contract.  I will ONLY be satisfied once Hilton cancels the contract.  I believe the program was NOT accurately represented by the sales team and in the written materials provided to us.  And, interestingly enough, neither do countless others who have filed complaints against Hilton through the BBB.  Now why would so many people file complaints if the program was accurately represented by the sales team?  Hmmm.  I think you can figure that one out.

  I do not consider this matter resolved.

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

  

  Business Response

  Date: 08/15/2024

  Dear *****************************,
  
  We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our ****************** Team spoke with you on August 15, 2024 in regards to your inquiry. Once we have received the requested documents someone from our ****************** Team will review them and follow up with you.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

• Initial Complaint

  Date:05/17/2024

  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.

  Hilton Grand Vacations was dishonest when I purchased the timeshare. There were so many lies told during the presentation and sales pitch. My husband and I spoke to the salesperson and the manager when we were looking to purchase a timeshare with Hilton. They lied about the availability of the rentals, how the points worked, and how Hilton could accommodate our family. They said our annual dues would not increase, only to have them increase by 800%. That is insane. Since we purchased the timeshare in November 2022, we have been unable to book one trip when we were assured that there were enough properties that we would never have to worry about availability. I have attached the letter my husband Arnold and I sent to Hilton Grand Vacations on 12/1/2023.

  Customer Answer

  Date: 05/28/2024

  Re:  Case #21728777

  I was unable to send this information previously as I have been sick and just saw the email.  Please reopen the case and let me know if there is any additional information you need to proceed.

  Thank you,

  Rosemary Benton

  

  Business Response

  Date: 06/11/2024

  Dear Arnold and Rosemary Benton,
  
  We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our Portfolio Services 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

  

  Business Response

  Date: 06/11/2024

  Dear Arnold and Rosemary Benton,
  
  We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our Portfolio Services 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

  

  Business Response

  Date: 06/11/2024

  Dear Arnold and Rosemary Benton,
  
  We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our Portfolio Services 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

  Customer Answer

  Date: 06/19/2024

  Hilton responded that they needed time to review and then they sent a me a cancellation proposal.  I requested additional information and have not received a response.  I asked for a response by today.  I have not received a response yet.  I cannot accept their proposal without a response to my additional request for information.

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21728777
  
  I am rejecting this response because:Hilton responded that they needed time to review and then they sent a me a cancellation proposal.  I requested additional information and have not received a response.  I asked for a response by today.  I have not received a response yet.  I cannot accept their proposal without a response to my additional request for information.
  
  Sincerely,
  
  Arnold And Rosemary Benton

  

  Business Response

  Date: 06/28/2024

  The business has responded to this complaint but has requested their response not be published. 

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 21728777
  
  We are rejecting this response because: We have already responded to the Hilton and provided the requested paperwork.  We don't want to close this complaint until we receive confirmation that they actually filed the paperwork and we are released from the contract as they refused to give us any of our money back and we had to pay all the reconveying fees in order to move forward with the cancellation.  We will not be satisfied until I get confirmation that the contract is terminated and the negative marks are removed from our credit.
  
  Sincerely,
  
  Arnold And Rosemary Benton

  

  Business Response

  Date: 08/15/2024

  Dear Arnold and Rosemary Benton,
  
  We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our Portfolio Services Team spoke with you on August 15, 2024 in regards to your inquiry. Once we have received the requested documents someone from our Portfolio Services Team will review them and follow up with you.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 21728777
  
  I am rejecting this response because: We have not finalized the closure of this case.  I sent them documents on July 18, 2024 and I did not hear back from them until August 14, 2024 asking to submit the documents.  Only then I learned that the post office never delivered the documents and they waited almost a month to tell me they did not receive them after I told them that I mailed them and provided the certified mail tracking #.  I had to get all the documents resigned and notarized.  Hilton has acknowledged receipt of the resigned documents but state it will take at least 90-120 business days for recording processing to be completed.  In the meantime, my credit is still being impacted because the Hilton continues to report that I am not making payments although I already paid them and they have the documentation.  They were dishonest with us but we are the ones paying for it because they have ruined our credit and they continue to send us bills.

  Sincerely,
  
  Arnold And Rosemary Benton

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 21728777
  
  I am rejecting this response because: We have not finalized the closure of this case.  I sent them documents on July 18, 2024 and I did not hear back from them until August 14, 2024 asking to submit the documents.  Only then I learned that the post office never delivered the documents and they waited almost a month to tell me they did not receive them after I told them that I mailed them and provided the certified mail tracking #.  I had to get all the documents resigned and notarized.  Hilton has acknowledged receipt of the resigned documents but state it will take at least 90-120 business days for recording processing to be completed.  In the meantime, my credit is still being impacted because the Hilton continues to report that I am not making payments although I already paid them and they have the documentation.  They were dishonest with us but we are the ones paying for it because they have ruined our credit and they continue to send us bills.

  Sincerely,
  
  Arnold And Rosemary Benton

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 21728777
  
  I am rejecting this response because: We have not finalized the closure of this case.  I sent them documents on July 18, 2024 and I did not hear back from them until August 14, 2024 asking to submit the documents.  Only then I learned that the post office never delivered the documents and they waited almost a month to tell me they did not receive them after I told them that I mailed them and provided the certified mail tracking #.  I had to get all the documents resigned and notarized.  Hilton has acknowledged receipt of the resigned documents but state it will take at least 90-120 business days for recording processing to be completed.  In the meantime, my credit is still being impacted because the Hilton continues to report that I am not making payments although I already paid them and they have the documentation.  They were dishonest with us but we are the ones paying for it because they have ruined our credit and they continue to send us bills.

  Sincerely,
  
  Arnold And Rosemary Benton

  

  Business Response

  Date: 09/05/2024

  Dear Arnold and Rosemary Benton,
  
  We are sorry you are not satisfied with our previous response. A representative from our Portfolio Services Team sent a follow up email to you on September 4, 2024.  Should you have further questions, their contact information is provided in the email. We consider this matter resolved.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations
  

  

  Business Response

  Date: 09/05/2024

  Dear Arnold and Rosemary Benton,
  
  We are sorry you are not satisfied with our previous response. A representative from our Portfolio Services Team sent a follow up email to you on September 4, 2024.  Should you have further questions, their contact information is provided in the email. We consider this matter resolved.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations
  

  

  Business Response

  Date: 09/05/2024

  Dear Arnold and Rosemary Benton,
  
  We are sorry you are not satisfied with our previous response. A representative from our Portfolio Services Team sent a follow up email to you on September 4, 2024.  Should you have further questions, their contact information is provided in the email. We consider this matter resolved.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations
  

• Initial Complaint

  Date:05/17/2024

  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.

  I called Hilton Honors on 5/15/24 after my stay in ***** the weekend of the 11th regarding a billing issue. That issue was resolved. Then they asked me to listen to a promotional pitch from Hilton Grand Vacations for 500 Honors points. I agreed to listen. The pitch was for a 4day/3night package in ********* for $199 ($225.63 after taxes and fees). I had been planning to book a trip to ***** for the LSU/USC game Labor Day weekend, so I asked the salesperson if I could utilize it for that purpose. He replied, yes. It turns out he is also a college football fan, and we discussed the teams a bit. I also asked him about the eligible locations, as I always stay at the Virgin on Paradise. He affirmed that I could use it there, so I purchased the package.On 5/17/24, I called Hilton Grand Vacations to reserve a room for that weekend. They claimed that they have no opening on that date and refused to refund the full price of purchase. They would only agree to partial refund of $112.25, effectively cheating me out of $113.38.

  Customer Answer

  Date: 05/20/2024

  I just wanted to clarify that, although the *** agreed during our call to refund $112.25, no amount has actually been refunded to me as of this date.

  

  Business Response

  Date: 06/01/2024

  Dear *************************,
  
  We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our Marketing Team spoke with you on May 30, 2024 and booked your desired dates. We appreciate you taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

  Customer Answer

  Date: 06/01/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/17/2024

  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.

  I purchased a Prepaid Vacation Package from Hilton Grand Vacations in July, 2023 over the phone. The representative informed me that if I was unable to go to ***** that I would be able to use it at any of their Hilton locations. As I am unable to go to *********, I called about 3 months ago to see if I could change my vacation package to *********** since I was told I just had to pay a minimal change fee when I first signed up to any of their other locations. The representative told me *********** was not one of the destinations they offered in this package. I asked what other destinations in ******* where I live were available. The representative told me I could use my package at their ******* or Daytona Beach locations. As I live in ******* I wasn't interested in that location. I asked if they could transfer my package to the ***** area but was told no. On May 17, 2024, I inquired about changing my destination from ********* to Daytona Beach since I previously called and was told that was available. Now, I am told that Daytona Beach is not available and the representative could not offer any explanation but to keep calling. I am a senior citizen and feel I was pressured into purchasing the vacation package and Hilton was not clear on the locations that were available in my state of *******. I am requesting a refund since I am unable to use this vacation package.

  

  Business Response

  Date: 06/03/2024

  
  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: 06/16/2024

  It should not have gotten to the point where I had to file a complaint, but Hilton did resolve my issue by giving me a full refund. 

  Customer Answer

  Date: 06/17/2024

  It should not have gotten to the point where I had to file a complaint, but Hilton did resolve my issue by giving me a full refund. 

• Initial Complaint

  Date:05/16/2024

  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.

  To Whom It May ********* regret purchasing a timeshare with Hilton on October 26, 2021. The sales process was misleading, with promises of flexibility and ease of use unfulfilled. Despite attempts to resolve issues, my requests for assistance were ignored. Due to my wifes declining health and our inability to use the timeshare as intended, I request immediate cancellation of the contract and a full refund of all payments made.Attempts to clarify matters and seek assistance were met with unresponsiveness. Calls and emails to *********************, *******************************, and others went unanswered, and the one time I connected with *****************, she offered no substantive help.Given these circumstances, and especially due to my wifes deteriorating medical condition, the timeshare no longer serves its intended purpose. My primary reason for considering the timeshare was to facilitate travel, particularly to specific destinations to watch *** games and visit family.On April 19, 2023, I mailed a request for immediate cancellation of the timeshare contract and a full refund. I received an acknowledgment on May 10, 2023, stating they would respond within 30 days, which did not happen. After sending a second letter dated August 19, 2023, I received another letter on September 6, 2023, which was merely an attempt to collect my outstanding balance.I am formally requesting the immediate cancellation of my timeshare contract and a full refund of all monies paid. Please acknowledge receipt of this request and provide a prompt resolution.Sincerely,

  Customer Answer

  Date: 05/25/2024

  To Whom it *** concern,

  I had wished to file a complaint, I sent it to you and you responded back that your need some additional information, which I provided and sent right back in the mail.

  Now I received another message from you that listed a number of things, (that did NOT make sense to me), and denied the complaint. I really don't understand and would like to speak with someone about this to clarify anything that *** have, or that I have misinterpreted, such as I think you are saying it it a duplicate complaint, which it isn't and other such items?

  Please help me understand why or what is missing?

  *************************

  

  Business Response

  Date: 06/15/2024

  Dear ***** and ***********************,
  
  We are sorry your experience with Hilton Grand Vacations has been less than satisfactory.

  
  We have reviewed all the documents and disclosures provided to you at the time of sale and we are confident that we have complied fully with the applicable laws of Nevada, where the sale occurred, and where the project is located. Although we take all necessary steps to prepare and provide the Public Offering Statement in an easy-to-read format, we cannot control what purchasers do with the information once they leave the sales center. Many purchasers use the 9-day rescission period to review the documents carefully and seek advice from professionals (i.e., accountants, lawyers, real estate agents, etc.) to determine if the purchase is right for them. At times purchasers choose to cancel their purchase before the rescission period expires and we, of course,honor that decision. Our records show that on 5/8/23 we received your written cancellation request. We spoke to you on 5/16/23 to discuss your concerns.Later, we received on 8/29/23 another request to cancel. Several times, we tried to reach you by phone, regarding your request, with no answer, however,we did leaves messages. A letter was mailed on 9/6/23 to the address on file stating that wed been unsuccessful in reaching you and to contact us for further assistance. You mentioned that the promise of flexibility and ease of use was unfulfilled. As a part of your ownership, we offer to assist you with the help of seasoned Club Counselors who will guide you with optimization of your membership. If you have any additional questions regarding your membership,points and/or reservations please call and speak to one of our Club Counselors.They are available to assist you at ************** or visit the websites below for a wealth of learning tools available at Club website: ***************************************

  Although we do not accept the accuracy of the allegations made, we have reviewed your request as well as the status of your account and based upon our review, we are offering you a deed-in-lieu (DIL) of your property. With a DIL, you transfer the title of the vacation ownership interest back to Hilton Resort Corporation and/or its affiliates and there will be no refund of any monies paid towards the purchase price, Loan or Maintenance fees.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

  Customer Answer

  Date: 06/20/2024

   
  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.
  
  Sincerely,
  
  *****/***********************

• Initial Complaint

  Date:05/16/2024

  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.

  Subject: Urgent Follow-Up: Membership Cancellation Request To Whom It May ********* hope this letter finds you well. I am writing to follow up on my previous request to cancel my membership with Hilton Grand ************** Unfortunately, I have not received any response or acknowledgment from your resort, which has deepened my concerns and disappointment.Since joining in 2011, my experience with the Hilton Grand Vacations Club has not lived up to expectations. Despite attempts to utilize the benefits, I found the membership lacking, resorting to using Hilton Honors points more frequently. The promised improvements to the online portal were also unsatisfactory, with limited availability and usability issues.Given these circumstances and the lack of response to my initial request, I am deeply disappointed and strongly desire to terminate my membership. I request urgent attention to this matter and a written acknowledgment of my follow-up request.I expect a fair and transparent resolution that respects consumer rights and upholds integrity and customer satisfaction. I look forward to your prompt response and receiving information on the cancellation process and any potential refunds.Sincerely,***************************** Member #: 116-2633901 Contract #: 85-500776

  

  Business Response

  Date: 05/30/2024

  Dear ***************************,

  Our ********* Services Team mailed you communication on May 28, 2024. The contents of this communication states that our office is in receipt of your correspondence dated 5/21/2024 regarding the above-referenced account. Since customer service is very important to us, we appreciate you reaching out. Your recent correspondence also indicates that you have not received any communication from us. Our records show that we mailed a response letter to the above address on 07/21/23. For convenience, enclosed is a copy.

  In your letter, you express some concerns regarding your ownership that we would like to address. To recap those concerns, you feel as though the representations made during the sale did not reflect the information contained in the paperwork signed at the point of sale.

  We have reviewed all the documents and disclosures provided to you at the time of sale and are confident that we have complied fully with the applicable laws of ******** where the sale occurred and where the project is located.

  Although we take all necessary steps to prepare and provide the Public Offering Statement in an easy-to read format, we cannot control what purchasers do with the information once they leave the sales center. Many purchasers use the 10-day rescission period to review the documents carefully and seek advice from professionals (i.e., accountants,lawyers, real estate agents, etc.) to determine if the purchase is right for them. Some of these purchasers choose to cancel their purchase before the rescission period expires and we, of course, honor that decision. 

  One of the concerns you mentioned was that you are having difficulty booking a reservation due to unavailability. In terms of booking a reservation, we cannot control the availability of properties when an owner would like to stay in one of our resorts. We encourage our owners to book in advance at the properties in which they would like to stay. Furthermore, certain properties may not be available due to the number of points needed to book a stay. If you have any questions regarding booking and/or availability, please feel free to contact the *************** directly at **************.

  In your letter you also mentioned that you are unable to travel as promised and have not been able to use your points due to not being able to use the website. For further assistance with reservations or points usage, please contact our *************** directly at ************. The ********* center hours are Monday - Friday: 8:00 a.m. to 8:00 p.m. ET; Saturday 8 a.m. to 5:30 p.m. They will gladly discuss various reservation options with you to ensure you maximize the benefits of vacation ownership.
  
  In conclusion, we believe the program was accurately represented by the sales team and in the written materials provided to you. Consequently, the request for termination is denied.

  If there are additional facts you would like us to consider or if you have any questions, please feel free to contact our office directly at ************ between 8 a.m. and 4 p.m. Monday through Friday (ET), and one of our agents will be happy to assist you.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

• Initial Complaint

  Date:05/15/2024

  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 sold a VIP package by Hilton Grand Vacations when I did a Timeshare meeting with them in *********. I paid $1695 to get ****** VIP points to be used however way I want. I even asked if i can split the points between 2 location and used it on low season for 5 nights and another 5 nights in one. They said there is no limitation on how I want to use it. They rush me into signing this because i was the last person in the office and they are closing out. I signed the paperwork and called to book my reservation only to find out that I can only use a total of 7 days for this package. If I would have known that I would have never bought this. I called several times to escalate and get a refund and they said they can submit a case and it takes 45 days to get a result. They took my money and rush me to sign the contract but they take 45 days just to review this. I also asked for a manager and the agent told me i need to wait another 7 days just to get a callback from a manager.

  

  Business Response

  Date: 05/29/2024

  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 8 ************************************ your account. We appreciate you taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

• Initial Complaint

  Date:05/15/2024

  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.

  BBB,??We are reaching out to discuss our ongoing efforts to cancel our ownership with Hilton Grand Vacations. Despite numerous attempts and communications with representatives such as *********************, ***************************, and ***********************, our process has been frustratingly redundant, requiring us to initiate contact repeatedly to advance our request.Our latest interaction with someone we believed to be in management resulted in being asked to submit a financial packet. We have expressed our discomfort in providing further personal information to your company, especially considering our previous experience. Our initial engagement led us into a timeshare agreement laden with unexpected fees and hidden charges, contrary to what was promised.We categorically refuse to enter into any payment plans for this timeshare. Frankly, we would prefer extreme measures over contributing another cent to this arrangement. To date, the timeshare has been unusable. Initially, we were under the impression of having trial-like ownership, which turned out to be misleading. Attempts to book accommodations have been thwarted by an inadequate points system, a ***** contradiction to the assurances given to us.The actions of sales representatives such as *********************** and ************************* have significantly contributed to our current predicament. Had there been transparency regarding the nature of our purchase, we would have had a clearer expectation or perhaps would not have proceeded at all. Interestingly, we found it cheaper and feasible to book at another location owned by HGV, yet not through our timeshare, raising questions about its actual benefit to owners.We are formally requesting the cancellation of our timeshare and a full refund for the unused service. While we anticipate Hilton may dispute our claim, the evidence of our grievances is widespread across the internet, social media, and legal records. We refuse to allow Hilton to continue benefiting at our expense without accountability.

  

  Business Response

  Date: 05/29/2024

  Dear ***********************,
  
  We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our ********* Services 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

  Customer Answer

  Date: 06/06/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/15/2024

  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 made a purchase into Oceans 22 and was unable to schedule a vacation, as promised they would be available. I was promised if I upgraded to Elara there would be more availability, and there wasnt, nor was there help, which caused me to lose my points. I received phone calls stating there were changes to the hgv club and meeting were mandatory. The phone calls became abusive after I explained I could not change my schedule due to my hip and shoulder surgery and follow up appointments after that, I also could not drive during this time. I was pressured into the 'short' meetings ended up last for hours, promising hundreds of new resorts to book. When I asked if I could resell, I was unable to receive a refund for my property. After expressing all my concerns about my age, health and restraints due to our schedule, they tried to persuade me with the reps personal phone number. I said no several times and tried to leave and they said I would not be able to use anything I already owned because of the new changes. I was coerced into signing the papers. The entire process was intimidating for a 74 year old woman. The final sale was 66k with the promise of vacations with me and my family forever. I was told the best way to do this was to get the Hilton Honors *** **** and put 15k on it with no payments for 12 months and take the rest as a loan of 51k from them at *****% interest, monthly payments being $758. I have since tried to use the new HGV *** and there is no availability. The *** fees have doubled to $500 a year. There is no help when you try to call. We were misrepresented and the company is very deceptive in their sales practices and rhetoric!

  

  Business Response

  Date: 05/23/2024

  Dear *******************************,
  
  Thank you for your reply. I am sorry to hear that you felt pressured into purchasing. That is never HGV's intention and does not align with our core values.
  
  When traveling on reservations booked with Club Points or at the open-season cash rates, you are not required to attend a sales meeting. However, you must attend a sales meeting when you purchase promotional marketing packages. Also, during the presentation, you are not obligated to buy.
  
  Youve entered a legally binding contract for vacation enjoyment. If you are having issues with the program, we have our seasoned Club Counselors who are ready and available to assist you with their knowledge.
  
  We cannot cancel a contract outside of the cancellation period outlined in your signed Purchased Agreement. This period allows the purchaser time to review their contract, and if you feel that its not a good fit, you can cancel in writing during that time.
  
  If you are experiencing financial difficulties and would like to request assistance with the financial obligations associated with your ownership,please submit an inquiry through the following link: ***********************************************************;
  
  Once you submit the inquiry, you will receive a response with the required forms to fill out. If you have any questions or need assistance with the form, please feel free to call our ***************************** at ************ between 8 a.m. and 11 p.m. (ET)Monday through Thursday, and 8 a.m. and 6 p.m. (ET) on Fridays, and one of our agents will be happy to assist you.
  
  I know this is not the resolution you were hoping for. However, we remain readily available to assist you with navigating the program.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21716623
  
  I am rejecting this response because: I have been unavailable until today and need more time to follow up.  I clearly want out of this contract.  
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 06/07/2024

   I denied the response from HGV referencing the BBB complaint due to their disregard of my request for termination of the contract due to their deceptive sales practices. Please refer to the letters/ correspondence that were faxed to BBB on 5/20/2024 outlining these complaints and letters of response from and to HGV.

  

  Business Response

  Date: 06/21/2024

  Dear *******************************,
  
  A representative from our Membership Support Team mailed you documentation on June 20, 2024 addressing your concerns. Should you have further questions,please contact Membership Support. 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: 07/02/2024

   I did respond and was NOT satisfied with the response. 

  Customer Answer

  Date: 07/14/2024

   

   I confirm that I did reject the response from the business, HILTON Grand Vacations, as they have not admitted to the fraudulent and bullying practices that they have used on me and have not offered me any compensation, reversal of the contract, or any way to end my ownership with them. ********************; 

  

  Business Response

  Date: 08/15/2024

  Dear *******************************,
  
  We are sorry you are not satisfied with our previous response. A representative from our Resolution Team sent a follow up email to you on August 13, 2024 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: 08/17/2024

  
  Complaint: 21716623
  I am rejecting this response because: The response gives me no way to get out from under the burden of this contract. ***** email advises me that someone will help me get bookings, which I have tried multiple times, with help from their company representatives to no avail. They seem to feel that if they make a rote statement about their "policy" on the meetings, that they automatically happen that way!  The policy sounds good, but what actually happens is a joke and they took advantage of a single, older citizen.  I had property with Hilton and would have continued to use it maybe once every 2-5 years or so, but made it clear I did not want more. I was told that was not an option and I had to turn in the property that I had for the new upgraded plan.  $60K later I still have something that I may be able to use every 2-5 years and a huge debt! At least 3 people tried to help me get something for the kid's spring break (specific dates) to no avail.  3 others tried to get me into a couple of properties that looked good to me (less specific dates) also, to no avail. They were able to offer me a couple of days, move out for the weekend, then a couple of more days at the end!! How does that work, really!! I feel there are probably people with
   more money and time to travel than is available to me, they may benefit from this program.  But from what I understand by speaking with others, they have to sit up at night waiting for something to come available and jump on it immediately to get their vacations scheduled. Unfortunately, I do not, have the leeway to instantaneously make a vacation decision, as I need to find a travel partner with the same schedule, interests and money.  I made my case at the meeting, but it fell on deaf ears.  Immediately after this debacle I was on a trip into the desert and was unable to contact Hilton for several days. I did not realize there was a 10 day period that I needed to cancel. Also, I was actually hopeful that the program would work better than before, due to all the hype and BS I was given in the meeting.  Unfortunately, that is not so. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/15/2024

  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 received a letter in the mail about getting 3 days and 2-night stay in *****, all I had to pay was $200 and I would get $249 back with a voucher for a future stay at any Hilton Hotel. When I booked my staying it was during COVID, I had to keep rescheduling my stay due to the circumstances of COVID. I was told if I canceled, I would lose my $200 I put down. So, I finally found a date that worked for my wife and I to go to ***** for this timeshare presentation. That choice turned out to be our worst nightmare. I am requesting the immediate termination of our timeshare contract and a full refund due to misleading sales tactics and unethical financial practices encountered during a presentation. Despite assurances of a brief, informative session, my wife and I were subjected to a five-hour presentation, where crucial information about booking and financial terms was consistently evaded or obscured. Notably, a credit application was processed and approved without my consent, and the overall financial obligations of the timeshare were never fully disclosed. These practices did not provide us with the informed consent required for such agreements, leading us to seek cancellation and a full refund. Please address this request as we are prepared to escalate this matter if necessary.

  

  Business Response

  Date: 06/11/2024

  We are sorry you are not satisfied with our previous response. This case is been reviewed by our Sales team. They are reviewing this case and will follow up with you within 5-7 business days. Thank you for patience.
  
  
  Membership Support
  Hilton Grand Vacations

  

  Business Response

  Date: 06/11/2024

  Dear *******************************,
  
  We are sorry you are not satisfied with our previous response. This case is been reviewed by our Sales team. They are reviewing this case and will follow up with you within 5-7 business days. Thank you for patience.
  
  
  Membership Support
  Hilton Grand Vacations

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21716528
  
  I am rejecting this response because: no help was given 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 06/25/2024

  Dear *******************************,
  
  We are sorry you are not satisfied with our previous response. A representative from our **************** Team mailed you documentation on June 25, 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