Hilton Grand Vacations Club
reviews and complaints

My name is Joan Geiger. I was in the Hilton lobby in downtown Houston on Sunday, January 15, 2023. A nice woman promised 500 Hilton points to listen to her offer. I did, but in the end, although I liked the offer, I DID NOT book it. Later that day, I booked a room on the phone at another Hilton and was asked to hold for a promo offer. This was a similar offer and this time I met the criteria so I accepted it. I then received an email confirming BOTH offers. It took an hour on the phone and speaking to several people to get that straightened out. I was told I would receive an extra 5000 points due to the inconvenience. A few days later I received a call from Asia Lopez to pick the dates for my stay and the required tour. She told me the tour was booked for Tuesday, March 7, 2023. I received confirmation of this IN WRITING in an email, (however, the extra 5000 points were not mentioned). The email also asked me to confirm, but there was no way to do this, although I tried to reply to the email. I called the number on the email and was told the tour was booked for Monday, March 6. I spoke to 4 different people, and none were helpful. The last one refused to put me through to a supervisor and said I could not send her a copy of the proof I had confirming the March 7 tour.

I am a disabled veteran with a service cat who i was told I could bring for my stay. I drive 12 1/2 hours to get to the boulevard in Las Vegas Nevada and the front desk tells me I can't have my service cat who I was told i could have. I call the 800 number to talk to someone and they start telling me I have to provide my paperwork which is illegal to even ask for. But hilton says I have to provide my personal paperwork in order to stay. So now I just drove over 12 hours here and have to drive over 12 hours back for nothing! This hotel is a joke and they dont care about their guests.

We were told that if we purchased more points from Diamond in March of 2022 that we would be grandfathered into Hilton Grand Vacation. Today, we were informed that there was a deadline to create a Hilton Grand Vacation account on December 6th, 2022 for anyone that purchased points before April 2022.if you purchased after March 2022, you are automatically enrolled. Since we purchased in March of 2022 and today is passed the deadline of December 6th, we are no longer eligible to join Hilton Grand Vacation as promised. Well, we can if we simply make another small purchase of 4000 points at $5 a piece. We informed him no one informed us that we had to do anything other than buy more points back in March. We told him we even called and made reservations in August for Hawaii and nothing was said to us. He said they mailed us documents. We told him we did not receive any documentation in the mail. He then said that a email went out on 10/11/22 to all Diamond members informing us of the additional requirement to set up a Hilton account. We again told them we did not receive this email and asked for proof that the document was emailed to our address with the time and date stamped that it was received and read. He said he didn’t have access to it. We were told that this call set was set up for training on how to use the new Hilton website. We were never told this was another sales call. Anyone else with this issue? If so, contact us at [protected]@sbcglobal.net so that a class action can be filed against Hilton Grand Vacation. I want a refund of all the money spent because of false and misleading statements made by the sales team.

In April of 2022 I listened to an offer for Hilton Grand Vacations. The young man explained that the marketing agreement to listen to a presentation for Hilton Club membership was for New York City and would cost 400 plus dollars for 4 days and 3 nights in New York City.

I was somewhat upset when I received the email confirming stating "Your Orlando trip is confirmed, but more action is required." When I called asking why the written communication did not include anything I agreed to, I was told that it did not matter.

Now when I call to book New York, it seems there is nothing available for the 3 different dates I can make. There was pressure to go elsewhere.

I think this is the old bait and switch. I was misled.

I purchased a pre-paid Las Vegas package and booked for Dec 2 to Dec 5. I got a confirmation on Oct 23 and which included the date and time for the sales presentation. I arrived at the hotel and was told that my reservation was cancelled on Oct 20. I told the receptionist and manager that is not possible because I confirmed it on Oct 23 and even showed them the confirmation email. They told me it was cancelled in their system and they are fully booked so there is nothing that they can do. They did not have the decency to assist in locating another hilton property that I could stay at. I was literally left stranded in Las Vegas at 2am. This is the worst service I have ever received and caution anyone buying these packages to call the hotel directly multiple times before going to ensure they did not mess up the reservation. I ended up spending $250 for a motel that night until I could book a different hotel the next day. Deplorable behavior from Hilton.

I travel a lot and have stayed in Hilton properties almost exclusively. Usually average over 75 nights per year. Also use Hilton Amex card but this ended after I was scammed by their Hilton Grand Vacations presentation. I am a handicapped senior and we attended a presentation in Las Vegas. Of course they make everything sound so great and one of the pitches is that you also get to go to all the RCI locations. We like to travel to all inclusives in Punta Cana so this was a great benefit, we thought. The salesperson stated that all we would have to pay was a "minimal" all inclusive fee. We stupidly purchased the package.

10 days later we get an email to set up our account. Upon setting up the account I then researched various all inclusives in Punta Cana. Imagine my shock to find out that the "minimal" all inclusive fee is actually hundreds of dollars more than the total package if I go to the resort site direct. That's right - $16,000 to end up paying more for the vacation than booking it direct and not using. Great deal - right!

I then called to cancel and they said I only had 5 days to do so and they had passed. Keep in mind I didn't get the email to create account so I could review until 10 days had past. All this to tell everybody to stay away and don't get trapped like we did. I use to really respect Hilton but for them to do this to people is a real breach of that faith. Bye Bye Hilton and hopefully whoever is reading this will stay away as well.

September 4-7, 2022. So we had the most horrific Hilton Grand Vacations stay at the Royale Palms in Myrtle Beach, SC. I have sent emails to the manager of the property, Ryan Kubale, and requested someone from corporate contact me to no avail.

Old, dirty rooms with broken air conditioners, televisions, etc. We needed to move to three different rooms in order to find a room that was mediocre.

Think twice before buying a timeshare from them. It looks like it's the old bait and switch game. Let you tour a fabulous, top of the line resort and then when it comes time to stay at a resort, you get a dump!

I purchased a Vacation Package from Hilton Grand Vacations in Aug. 2022 for $224.87. I was given a list of places I could travel and told I could also get an extra night plus extra points if I placed my reservation within 45 days. When I called to make the reservation to Sedona, Arizona, I was told it would cost an additional $274.00 to go there and the extra night was only if I went to Myrtle Beach or Orlando. This was not what I was told when I purchased the package. I requested a refund, they said they would have to review the call when I purchased the package and let me know. They returned my call and said I had been given the correct information when I purchased the package and would not refund my money. I just want my $224.87 dollars back! I was not given the correct information when I purchased the package and they should not be allowed to deceive people like this.

We were promised many “extras and perks” after buying in while on vacation to Las Vegas. 3 day 2 night inclusive get away for 2 to hear more about it and understand how to use the program. Well quickly found out when I called to book that, that does not include airfare. Next we STRESSED how important November is with planning a trip to Mexico - yep we will pay for all of that for 1 week for your family of 5 - 100%. Nope. Airfare for 2 and there are not rooms for 5 people and it’s 5 days, not one week. Endless requests to talk to manager has not easily happened. Deadline to make first payment or pay it off (as we planned on) is Oct 6th - we want out. Not willing to pay for empty promises and rather terrible customer service.

Member# [protected]

MarBrisa. 9/24-10/1/2022

Reservation # [protected]

[protected], [protected]

Buildings 59 and 62

The Units were not cleaned properly and stairwells were disgusting filthy. We had to clean inside the draws before unpacking, The furniture in the bedrooms we needed to dust ourselves. Unit 6133 had a large dead bug stuck to a wall in the living area.

I don’t like taking elevators and due to the filthy conditions In the stairwells I was uncomfortable taking the stairs, and felt forced to take elevators.

All stairwells had the same garbage upon arrival as when we left.

I have provided 1 photo and have more

Spent an hour and a half on the phone with a rep from Hilton Grand Vacations who got me signed up and told me all these wonderful things I was going to get such as an extra night if I call in within 45 days additional points and I could bring my whole family of 5. When I called in within two weeks they told me that my plan was only for 4 people and I would have to pay an additional 200.00+ to allow the 5th member of my family to stay and that was a deal at half off. Horrible customer service and horrible scams that get a family excited.

On Oct. 11, I had received a confirmed date of Oct. 27-30 and had made plane flights, hotel bookings before and after and car rental reservations on Oct. 11. Today I received notice from HGV that my dates are now Oct. 19-22. When I called to correct this change, Julie Browning put me on hold numerous times while she conferred with a supervisor, Cheryl Johnson. After close to an hour of waiting, I was informed that my original confirmation could not be honored because all rooms for this promotion were taken, and that, if I did not want the new dates or could not find other dates, I could request a refund.

I am sure rooms are available, but they chose not to make an exception.

Mike Brunick, [protected], [protected]@grics.net

Needless to say, I am very disappointed.

We filed a complaint with the Better Business Bureau (BBB) against the Hilton Grand Vacation because they fraud us out of $26,691.85 with their deceptive practices. The final response we got from the BBB was that the Hilton Grand Vacations decided to stand by its original decision and the complaint has been closed in BBB files. As you can see below Hilton Grand Vacations rebuttal was unconvincing because they failed to give any clear evidence to refute our argument.

1st Consumer Response: 6/17/2022

Dear Hilton Grand Vacations,

During a hotel reservation call to the Hilton, I received a marketing invitation and as a Hilton Honor member I accepted the offer paying $182 for a three (3) nights, four (4) days stay at the Parc Soleil in Orlando, Florida. Before confirming the reservation, the representative on the call made sure I was prequalified for the marketing invitation. What I did not know and what was not disclosure to me was that the Hilton Grand Vacation was a completely separate entity from the Hilton Hotel.

We purchased 3,400 ownership club points for $26,691.85 on 10/19/2021 for the Elara resort located in Las Vegas because according to the sales agent it had the cheapest homeowner association and maintenance fees. The purchase was set to be effective 1/1/2022. I tried to cancel the timeshare in December 2021 when we found out that information received from the sales agent was incorrect; the information we were told by the sales agent was not the same information told by the HGV customer service representative. HGV practiced unethical sales behavior which was not acceptable to us so we tried to cancel and HGV refused to return our calls.

We have been trying to cancel for the last six (6) months from the Hilton Grand Vacations and the company’s response is not satisfactory. We were frauded out of $26,691.85 through deception thus the contract should be deemed invalid and money refunded, and the fact that we have not use any of the services. We have been hearing the word “SORRY” for the last six (6) months from Hilton Grand Vacations. What we need HGV to do is to take responsibility and acknowledge that the company’s core principles are based on fraudulent and deceptive practices and refund our money.

We have requested that our timeshare be canceled and money fully refunded due to deceptive tactics during our sales presentation based on the following facts

1. I was told by the sales agent that I could cut my current vacation hotel stay expenses by more than 50%, after knowing the locations we frequently traveled and future locations we had in mind. We found out that the information we were provided with was a lie and deceptive. In fact, Jamaica and Dubai would cost us more with the timeshare. We received an email from HGV Customer Relations Manager that because we were disappointed that we were not able to cover the entire cost of accommodations, as a goodwill gesture HGV will allow a one-time deposit of an additional 5440 bonus point into our account. This was a clear indicator on HGV part that the sales agent was deceptive and the company allows their sales agents to fraud innocent working class citizen. When in fact, the goodwill gesture was to do the right thing and accept our request to refund our money. Why would I want to continue to do business with a deceptive company; this company lacks decency and integrity.

2. I was told by the sales agent to open up a Hilton Honors card by American Express to fund the down payment, which carried a zero interest for 15 months, since I already had the card, the sales agent had my daughter take out the card in her name. Three month prior, my daughter applied for the American Express card and was denied, but this card through HGV was approved. My twenty something year old daughter was not prequalified for the marketing presentation and to make decisions. My daughter was my escort to the presentation and she had no say in whether I purchased or not purchased. In fact, that was something they asked when I accepted the marketing presentation offer to make sure if I am married to bring my husband because he needed to be there for the presentation. My daughter was not there to make decisions; she was looped in to get the card so HGV could bill the card directly and get their money quicker. This was a deceptive practice used by HGV to guarantee them to receive the money immediately. HGV continued to bill the American Express card in different increments even after we expressed to cancel the timeshare. HGV did not stop billing the American Express card until the full amount was paid off. My daughter is a student with student loan debt and other responsibilities and what HGV did was deceptive and fraudulent.

3. We were told if I wanted to cancel the timeshare that HGV would buy it back from us and we would be fully refunded. We later discovered that this was a lie after we tried to cancel the timeshare before the contract became effective. HGV told us that they are not refunding us the $26,691.85 we paid them; we would only get $2,000 to $3,000 minus $500 commission fee to resale the timeshare. HGV has no ethical or moral principles for hard working citizens that they can do the things they do to people and think it is right. All we asked of HGV is to do the right thing and refund us our money

Sincerely,

XXXXX XXXXX Consumer

1st Hilton Grand Vacation Response 1: 7/29/22

Dear XXXX XXXXX Consumer,

We are sorry you are not satisfied with our previous response. Our Orlando Sales management team spoke with you in April 2022 to address these concerns. They provided you with 5,000 bonus points for your satisfaction on June 10, 2022. These points are available to you through June 10, 2024. Additionally, our Resale team has advised you of options should you wish to relinquish your ownership.

Our Club Counselors remain readily available to assist you with the many travel options you have using your ClubPoints. You may contact a Club Counselor at [protected] (U. S and Canada) or [protected] (International). We consider this matter resolved.

Sincerely,

Membership Support

Hilton Grand Vacations

2nd Consumer Response: 7/5/2022

Dear Hilton Grand Vacations,

The Orland Sales management team spoke with me in April 2022 after we have been trying to cancel the contract in December 2021. It took your office four (4) months to get back to us and by that time HGV already debited the credit card for $26,691.85. Back in April, we made it clear to the management team that we were not interested in the additional 5,000 bonus points and that we wanted to cancel and be fully refunded therefore; we are still not satisfied with your second response.

In addition, HGV Resale team option is offering $2,000 - $3,000, minus $500 commission fee to resale the timeshare. We paid $26,691.85 for the timeshare that we never used, tried to cancel in December 2021 and all our calls went unanswered until April 2022 so HGV resale option is not acceptable.

We cannot and will not do business with a fraudulent and deceptive company as HGV therefore; do the right thing and refund the money because we are not interested in using the services

Sincerely,

XXXXX XXXXX Consumer

2nd Hilton Grand Vacation: 7/15/2022

Dear XXXX XXXX Consumer,

We are sorry you are not satisfied with our previous responses. The resale market price is controlled by the offer and demand in the resale market and not by Hilton Grand Vacations. Since you purchased deeded real estate and is outside of the rescission period, we will not grant cancellation. We remain available to assist you with the many travel options you have using your clubpoints. we consider this matter resolved.

Respectfully,

Membership Support

Hilton Grand Vacations

Basically they have No availability at any of the resorts we would like to travel to. Called and spoke to representative any basically was told sorry your on your own. (5/7/2022). So now I will have to book a hotel room. I am also a Hilton rewards member but I think it is time to transfer to another hotel chain. Buying into Hilton was a very big mistake.

While I have been a paying member since 1995, my annual condo maintenance fee is now 4 times what it was originally. In April of 2022 we checked in at King’s Land in Hawaii Waikoloa area. It was a stomach turning experience with the most disgusting accommodations ever offered by HGVC. I have a large collection of pictures to support my case towards building #22 and #11. I did expose my issues up to the General Manager / Director who stoically looked at me with hardly a reaction. Our units were dirty and in need of maintenance including non functioning TV. Horrible experience; we will never return to King’s Land!

Good day,

I trust that all is great. I would really appreciate your assistance with an ammicable resolution for a full refund or allowed to book my already paid for vacation.

1) In October 2017, I was presented an offer by a Hilton sales rep on the phone for USD 786.38 for an Orlando Hilton Grand Vacation. I took up the offer and made the payment, specifically mentioning that I would not be able to use it for a few years as I was moving jobs. Just to reiterate, the agent provided reassurange this would not be a problem. Only then I proceeded to agree to purchasing the package

2) In 2018, when I was looking to try to book my package and then realized I was not sent any email confirmation, confirmation number of anything of that sort however the USD 786.38 was deducted from my account.

3) I contacted Hilton Grand Vacations and only then Omar Ennadiri sent me the email confirmation which was more than 1 yr after the fact

4) In Feb 21, I contacted HGV as my package details could not be retrieved. An email was sent to HGV and I also followed up with a phone call. The representative was going to follow up and get back to me and I never heard from anyone.

5) All in all, very poor customer service and lack of attention to a customer who already paid and I have never been able to get use of the hard earned USD 786.38 which was paid to Hilton Grand vacations.

Many thanks

Regards,

Nalini Mahabirsingh

[protected]@hotmail.com

Mobile (+[protected]) Mobile, Factime or WhatsApp

We first purchased into HGVC back in 1995; we were duped and have regretted it ever since. Our annual maintenance fee have multiplied by x5 and the property is worthless. Our 15 nights stay at King’s Land, Hawaii is a disaster. This resort is filthy, smelly and the units are in a growing and urgent need of upgrades and major cleaning. Total embarrassment!

On March 1, 2022 we purchased an offer from Hilton for the Maui, Hawaii vacation package for a stay at the Grand Wailea, a Waldorf Astoria Resort for $999 + tax for a total purchase price of $1,173.03. We have been trying to book our stay several times now with no success. With our first attempt we asked for the dates of October 3-6, 2022 and were told that a request would need to be put in since those dates have not been released yet and that we would receive a return phone call back within a week to confirm our dates. After 11 days had passed with no follow up we called again. This time we were told that the maximum advance dates for booking are 4 months or 120 days out and that we should call back again in mid May or around May 15. Another follow up phone call from us and we were told that there was no availability. THIS IS BEYOND FRUSTRATING AND REDICULOUS! Each time we call to book we get a different story and the runaround. We purchased a vacation package from Hilton for which we cannot book! How can that be?! We are loyal Hilton members. Below is what is listed online about how it works:

Here's how it works 1. Purchase lock in today's low price and travel anytime in the next 12 months. 2. Book once you have dates in mind, we'll help put the finishing touches on your getaway. 3. Enjoy now you’re ready for your upcoming stay where you can look forward to a safe vacation environment with hilton cleanstay.

A part of the hilton legacy: we’re proud to provide you with the high-quality service that’s been synonymous with the hilton name for more than 100 years.

Well, it is not working this way for us …and… we are not receiving the high-quality service that’s advertised! Can someone PLEASE contact us in a timely manner to book our vacation package stay? We are both Hilton Owners and Hilton Honors members.

HGV robs you for your money. They offered me a Hawaii vacation package which I really wasn’t sure about. Provided the payment information, without asking me to proceed they went and processed it. I told him I haven’t agree to it, they stated it cannot me reversed and not to worry they will give it to me up to 18 months. So I asked him how Hawaii availability looking since it was out of 11 months, they stated January is a slow month and currently there’s lots of vacancy. So when I call to book it they stated it’s all full. They are here to take your money. Remember sales department will sell you and when you call reservation department they states that they are full.

This program is actually a scam. My husband and I were recently in Chicago at the Palmerton Hotel. On our way out a Hilton employee asked us if we were Hilton Honors members. I said yes. He then went on and told us about a great opportunity to stay in one of their properties during our upcoming visit to New York. WE provided him the dates, May 9-12, 2022. WE asked, are you sure there will be availability during those dates. He stated oh, we have so many properties in New York, that it won't be a problem. To that we said great and purchased a package and had my father in law purchase one also. He is 89 years old. Fast forward to when we returned home and tried to book one of these packages Surprise, there are no availabilities for those dates. Just one more scam. WE are taking my 89 year old father in law for a getaway, as he is the primary care giver for my mother in law who is 87. He wanted to consider purchasing a package for his great grandchildren. Well, the scam has us out of $900 and no ability to go on the dates we clearly communicated with the Hilton employee.