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 Club at SeaWorld International Center

  6924 Grand Vacations Way Orlando, FL 32821-8080

  
• 

  Hilton Grand Vacations Club on International Drive (aka "Tuscany")

  8122 Arrezzo Way Orlando, FL 32821-6849

  
• 

  Hilton Grand Vacations, Inc.

  400 N Atlantic Ave Daytona Beach, FL 32118-3925

  
• 

  Parkway International Resort

  6200 Safari Trl Kissimmee, FL 34747-4500

  

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:01/23/2025

  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.

  To Whom It May Concern,I am submitting this complaint against Hilton Grand Vacations regarding my account #*********, which has been locked, causing me significant distress and confusion.On March 14, 2024, I reached out to Hilton to address this issue, as my attempts to terminate the contract have been thwarted by the account lock. I have not sought assistance from any third-party entity to exit this timeshare agreement, and any misunderstanding to the contrary is ************** initial engagement with Hilton occurred at a timeshare presentation at the Elara in *********, where I felt pressured to make a purchase. The terms were presented in a misleading manner, and the promised benefits regarding accommodations through *** have not been fulfilled. Unfortunately, my attempts to communicate with the representative, ******, were met with vague responses and a lack of assistance.This situation has not only caused emotional distress but has also negatively impacted my credit score due to discrepancies in payment terms. The financial burden is untenable, and I am requesting an urgent resolution.I seek the termination of my contract with Hilton Grand Vacations and ask for confirmation of this request at your earliest convenience. I hope the BBB can assist in resolving this matter promptly.Thank you for your attention to this pressing issue.Sincerely,****** *****

  

  Business Response

  Date: 02/07/2025

  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 on February 3, 4 and 5, 2025 to discuss this matter further and would appreciate you responding at your earliest convenience. A voicemail was left after each attempt with their contact information. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22847303
  
  I am rejecting this response because: Thank you for your reply regarding my recent experience with Hilton Grand Vacations. I appreciate your acknowledgment of my concerns. However, I must express that I do not wish to communicate over the phone. Given the nature of my complaint, I prefer to have all correspondence in writing for clarity and record-keeping purposes.
  I find it essential to document this matter thoroughly, as my previous interactions have left me feeling frustrated and untrusting of verbal communication. Written correspondence allows for a more transparent exchange and ensures that we are both on the same page regarding the issues at hand.
  I kindly request that any further communication regarding this matter be conducted via email or written letter. I believe this will facilitate a more productive discussion and help us reach a satisfactory resolution.
  Thank you for your understanding. I look forward to your written response.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 02/19/2025

  Dear ****** *****,
  
  We are sorry you are not satisfied with our previous response. A representative from our ****************** Team sent a follow up email to you on February 18, 2025 addressing your concerns as it pertains to your account. 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:01/21/2025

  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.

  **What the Business Committed to Provide: **A 6-day/5-night Waikiki package with exclusive benefits and access to high-standard accommodations, such as the Hilton Grand Vacation Club Grand.**Nature of the Dispute:**During my September 2024 stay at Hilton ****************, I faced significant inconvenience due to an employee strike, which disrupted services such as room service and restaurant operations. To address this, a representative offered me an HGV promotional package for $1,060, highlighting its exceptional value and access to premium accommodations.However, when I attempted to schedule the vacation, I was informed that only Hilton Garden Inna property far below the promised standardwas available. This was contrary to the representative's assurances. Additionally, I experienced persistent upselling efforts to other locations that I had explicitly stated were of no interest to me.This experience has fallen significantly below the standards I expect.**Efforts to Resolve the Problem:**I emailed Hilton Grand Vacations ************* on 1/18/2025, formally requesting a refund of $1,060. After two business days, I have not received any response, which adds to my frustration and concern over this matter.**Advertising Concerns:**The HGV package was presented to me during my stay at Hilton ****************, promoted as an exclusive deal for loyal customers. The package was sold based on promises of high-quality accommodations, which were later not delivered.**Resolution Requested:**I am requesting a full refund of $1,060 for the HGV package (Reservation Number: **********). This refund is justified due to the discrepancy between what was promised and what was delivered, as well as the lack of timely response from HGV.

  

  Business Response

  Date: 01/31/2025

  Dear ***** Xu,
  
  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: 01/31/2025

   
  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:01/21/2025

  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.

  I had booked one night for 01/16/25 as my partner and I planned on visiting ****** for our babymoon. In full transparency this was a non-refundable rate in Expedia. Unfortunately my partner had to delivery our baby prematurely on 01/10/25 therefore needing for us to cancel this trip at this property. I reached out via ******* initially and got only one response saying that I needed to contact ******* as they don't control those rules. I contacted ******* customer service and they said that I had to contact the property to speak to the hotel manager. However, due to my frustrating of getting bounced around Expedia said they would attempt to contact his property. They attempted for several days to reach out and they did not respond to them. I also tried to message them via ******* for several days and did not receive any response. Due to a the non-refundable rate I was simply asking if I could get a credit so we can revisit again in the future once my partner is healthy to travel again. They ignored all my inquiries after the one initial interaction. I wanted to put this complaint on file so people know how dishonorable this property is due to the circumstance, I would expect some sort of grace and goodwill. This is a shameful business practice and needs to be exposed.

  Customer Answer

  Date: 01/24/2025

  I have never been asked to fill out and mail/fax an authorization form on any of my previous BBB complaints. I will send this over ASAP

   

  *. *******

  Customer Answer

  Date: 01/24/2025

  I have sent the authorization form now via Fax. Please confirm receipt.

  
  *. *******

  

  Business Response

  Date: 01/31/2025

  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 January 29, 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:01/17/2025

  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 bought into the VIP program 1/11/25 in ******* after declining the time share offer. It was $1,695 for ****** points that had to be used in 18 months. I only bought on the condition that I could go home and discuss with my family and cancel if that's what we decided. I was assured several times that all it took to cancel was a phone call and I had 10 days by Florida law to do it. When I called, I was told I had to request the cancelation in writing, so I did. I got a response that they'd process it in the next 90 days. How can they lie about the ease of canceling and NOT mention they will take your money instantly, but take 90 days to return it? Who knows if I'll ever get my refund.

  Customer Answer

  Date: 01/28/2025

  I received your response that you're unable to process my complaint and some of the reasons make no sense.  I've attached a copy of the sales draft.  

  As far as the reasons you guys gave, a few make no sense.

  How is this a duplicate complaint?  I only filed one.  

  It says my complaint used inappropriate language, which makes no sense at all.  Please explain.  I was professional in everything I wrote.  

  It's like your responses are in regards to someone else's complaint?  Your response said my complaint was illegible.  What?  Are you kidding?  

  Filed against wrong company?  Look at the attached document.  

  Please explain your odd response to ID ********.  

• Initial Complaint

  Date:01/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 02Feb24 I purchased a 3 nights/4 days vacation package at a Hilton grand vacation resort (to potentially purchase timeshare with them), directly through one of their representatives (*. *******) at one of the Hilton hotels in *********. The prepaid stay cost me $199. I received a copy of the terms and conditions, which I have attached to this complaint. I was promised, and this was documented on the receipt documentation, a gift card of $150 upon checking in at the property I have chosen to stay in. Additionally, I was provided with a list of participating resorts, which I can choose from. This is also documented on the terms and conditions paperwork I received from the representative. Within the required timeframe, on 15Jan25 I called to make the reservation. I spoke with 3 representatives, all of whom I found to be rude, one hang up on me right away. First, I was told that I was NOT going to get the $150 gift card that I was promised. Secondly, after that disappointment, I proceeded with scheduling my stay at one of the participating properties. I selected one of the locations as per the list provided. The representative told me that I will NOT be staying in their resort. Instead they will book me at one of their regular/cheapest properties in town (such as Home2 suites). Needless to say, I was shocked. With the third ***** I spoke with, I requested a refund for the money I spent as I felt that I was SCAMMED. This representative stated that he will submit a request, however, I do not trust anybody in this organization anymore, therefore Im proceeding with this complaint. Calls were recorded. I am completely speechless that an organization such as Hilton would treat customers and potential timeshare owners that way. I have been a Loyal Hilton Honors Diamond Member for about 15 years in a row, which I plan to discontinue based on this experience. I find this to be a Timeshare SCAM.

  

  Business Response

  Date: 01/25/2025

  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:01/15/2025

  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 purchase a Hilton Grand vacation Timeshare package to preview a property. In this package it allows you stay 5days 4 nights at one of the properties attached to their package deal for ******. You have 12 months until it expires but when you pick your dates you must attend a 90min presentation. I purchase this deal on January 6, 2025 and i have 12 months from the date to book the dates. Now I'm getting harassed by a guy name ***** ******, *************************************** daily to call to book the dates but it hasn't even been 2 weeks yet and I'm already being harassed by phone and emails when I'm at work and I have sent an email asking them to stop harassing me about using this deal when I have 12months to book an actual date. At this moment , I'm would like for them to stop harassing me and just refund my money back to my card $******, I know there is a certain ***** period of cancelling the purchased deal. I've already asked and they refused to refund my money knowing I'm not happy about their harassment when it comes to actual book a property for the 90min presentation. They will not tell me the truth that I have a certain ***** period of cancelling something I no longer want because all this harassment they are doing. The number they are calling me from is ************************** ***** ****** with Hilton Grand Vacations

  

  Business Response

  Date: 01/17/2025

  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: 01/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:01/14/2025

  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.

  We bought a timeshare with HGV in June 2024 at their ************ location. Our salesman was **** and the manager was ******. When **** and ****** were filling our our Sales Purchase Review, ****** wrote in that our maintenance fee of $1092 would not be due until 2026. We have a copy of this agreement that reflects this. She made a big deal when she did that, saying "don't tell anyone that I am doing this", implying we were getting a great deal. However, we received a bill this year in 2024 for that maintenance fee of $1092, even though our signed document reflects that we should not have to pay this until 2026. I first tried calling the billing department (the phone number listed on our invoice) about this, and they said they could not help us and only the sales team from ************ could help us. My husband and I have called the Ocean Tower Sales office over 5 times trying to get a call back. Each time the receptionist assures us we will get a call back that day, and we never have. At this point we feel like HGV is being very unethical and is in violation of our agreement. We were very excited to become HGV owners, but now have a very bad taste in our mouths and feel like HGV is just trying to squeeze more money out of us. We would like HGV to adjust our invoice, to take off the $1092 maintenance fee and all late fees associated with this fee for a total of $1,189.90.

  Customer Answer

  Date: 01/23/2025

  Hello, I am sorry that I missed your first message about the additional form and have included it in this message. Are you able to re-open the complaint?

  Thank you! 

  Kaley

  

  Business Response

  Date: 01/31/2025

  Dear ***** ********,
  
  A representative from our Resolution Team emailed you documentation on January 29, 2025 addressing your concerns. Should you have further questions, please contact our Resolution Team. Their contact information is provided in the documentation. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

• Initial Complaint

  Date:01/14/2025

  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.

  To whom it may concern,I am seeking assistance in getting released from the timeshare I purchased with Diamond Resorts. When I made the purchase, representatives ***** *** and ******** ******-Love assured me I could cancel the agreement at any time, which was a key reason I proceeded. However, when I tried to cancel, I was informed of a 5-day cancellation window, which I was never made aware of. Since then, I have been met with unhelpful and rude responses from the timeshare.The rising maintenance fees, which I was not informed would increase, have caused a significant financial burden, making it difficult to cover living expenses. I have never used the timeshare and feel I have been misled. I am requesting assistance in canceling this agreement and obtaining a refund of my $2,988 down payment and the monthly $267.31 I have paid since purchasing.Sincerely,******* *****

  

  Business Response

  Date: 01/31/2025

  Dear ******* *****,
  
  We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our ****************** 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: 02/03/2025

   
  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:01/11/2025

  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.

  Description of complaint:Contacted Representative: ******, Hilton Staff Member, ************** We are filing this complaint regarding our request to cancel our Hilton timeshare contract, during a call with ****** on October 3, 2024, at 11:37 AM. Our frustrations stem from several issues during this interaction and our broader dealings with Hilton's handling of our timeshare ownership. ****** would not provide his last name, which was unprofessional and untrustworthy coming from a Hilton representative. *** thoroughly explained our reasons for seeking a cancellation, including maintenance fees were never fully discussed/disclosed during our original interaction. We discovered these fees later when reviewing documents we were rushed to sign. *** explained that increasing fees, with our inability to use the timeshare or swap our week for other destinations, despite planning months or years ahead, made the ownership untenable. After Diamond Resorts took over, we offered to give our week back to them at no cost, to be released from the contract, but this was also denied. These challenges have been ongoing and have left us seeking a resolution that Hilton is unwilling to discuss with us. ****** stated his role was solely to take note of the issue and that he could not assist further, providing no direction on who, if anyone, would handle this matter. He stated that we could not cancel the contract, which contradicts the customer-focused service ********************** claims to provide. His lack of effort to resolve legitimate ownership complaints is unacceptable and does not reflect the commitment to customer satisfaction ********************** is known for. Key Concerns with Timeshare Contract: Maintenance fees not clearly disclosed at the time of signing. We were unable to use or swap our timeshare weeks despite extensive efforts. Annual fees continuously increased, while we gained no value from the timeshare. Hilton/Diamond Resorts refused our offer to surrender the timeshare.

  Customer Answer

  Date: 01/21/2025

  We sincerely apologize for the oversight and have provided a copy of the authorization form needed to process our BBB complaint. 

   

  Please process this asap ***** ******. 
  Thank you.
  
  ******* **** Sr. 

  

  Business Response

  Date: 01/31/2025

  Dear ******* **** Sr,
  
  A representative from our ****************** Team spoke with you on January ******* addressing your concerns. If you are interested in selling your timeshare interval the resale department will assist you with resale options that are available. Please understand that listing your timeshare interval for sale does not relieve you of any financial responsibility for fees that may come due on your account during the selling process. Please complete the form found at the following link:  *******************************************************************;       Should you have further questions, please contact ******************. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

• Initial Complaint

  Date:01/09/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb. 29th 2024 my wife and I went to a Timeshare upgrade presentation in ******. We had an older timeshare with Premiere Vacation Collection. We upgraded to a Hilton Grand Vacation(HGV Max) timeshare. HGV was suppose to transfer my money and my Points that I saved from my old timeshare. It took HGV 5 months to transfer the money in my old account. I had to call multiply times finally they transferred money but not the Points I payed for. I have ****** points saved worth ******* for 5 years in Tier5 to use them for vacations. I have talk to at least 25 associates and 10 supervisors. I started to inquire in March 2024 they said the points would transfer but, not till **** did they start documenting my request. Destination Exchange is the department you contact. Whatever you do dont have them send emails to a Transition team that they have in ******* that department is useless . they have sent multiple request nothing has been done. You need to Call someone in ***************** May be they know what to do. I do not need apologies from HGV I need action. The contract # for my old Timeshare is 51-17209 or ******* My HGV Max timeshare # ******** ( by the way the phone number you have on file for HGV headquarters doesn't work). Thank you ***** ***** ****** *****

  

  Business Response

  Date: 01/25/2025

  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 January 17, 2025 and resolved this matter to your satisfaction by adding the ****** points to your account. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

  Customer Answer

  Date: 01/25/2025

   
  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,
  
  ***** *****