Hilton Grand Vacations Club review: Overall stay at Aqua Sol Winter garden Florida

Dear Hilton Grand Vacations Guest Experience Team,

I am submitting a formal complaint regarding our recent stay at Aqua Sol, a Hilton Vacation Club in Winter Garden, Florida. After the experience we had, I am requesting a **full refund for our stay**.

This was supposed to be a relaxing family vacation, but instead, we spent a significant portion of our stay dealing with cleanliness and pest issues that I do not believe are acceptable for a Hilton affiliated property.

During our stay, we discovered **numerous juvenile cockroaches throughout our room**. We immediately reported the problem, and someone was sent to treat the room. Unfortunately, the response was extremely inadequate. The individual who came to treat the room did not appear to understand the extent of the issue and arrived with nothing more than a small spray bottle. He only sprayed the areas we specifically pointed out where we had seen cockroaches.

The following morning, I attended my presentation at Parc Soleil. While I was there, I spoke with a supervisor about what had happened. I was specifically advised to stop at the Aqua Sol front desk on my way back and request that we be moved to a **newly renovated room in a completely different building** because of the inconvenience and because it was our final night.

We followed those instructions, packed up all of our belongings for 6 people, expecting Hilton Grand Vacations to make a reasonable effort to correct the situation.

Instead, we were moved **only one building over into essentially the same type of room**. This was not the upgraded, newly renovated accommodation we were told to request.

Even more concerning, when we arrived at the replacement room, there were **dead love bugs all over the floor**, despite housekeeping apparently having just cleaned the room before we arrived. At that point, it became very difficult to have any confidence in the cleanliness standards of the property.

Unfortunately, the problems extended beyond our room. We were also extremely disappointed with the cleanliness and condition of the resort’s water park. There appeared to be **mold underneath the area where the water comes down**, which is particularly concerning in an area being used by families and children.

Taken together, these were not isolated minor inconveniences. We experienced:

- Numerous cockroaches in our original room
- An inadequate response to the pest problem
- Being told we could move to a newly renovated room in another building, but instead being moved to essentially the same type of room
- Dead insects throughout the replacement room
- Significant concerns regarding the cleanliness of the resort
- Visible mold/possible mold around the water\-park equipment
- A vacation experience that fell far below the standards we expected from Hilton Grand Vacations

We did everything we were asked to do\. We reported the problem, allowed the resort to attempt to address it, and followed the supervisor’s recommendation to request a different room. **The resort had multiple opportunities to make this right, and the resolution we received was not adequate.**

I am not looking for a small credit, a few points, or a discount on a future stay. After the experience we had, **I am requesting a full refund for this stay**.

I have photographs and/or video documenting the conditions we encountered and am prepared to provide them along with our reservation information.

I would also like this complaint **escalated beyond the resort’s front desk to the appropriate corporate Guest Experience/Customer Relations department** so that it can be properly reviewed.

We chose Hilton Grand Vacations because we trusted the Hilton name and expected a clean, well-maintained and comfortable property. Unfortunately, that was not the experience we received. I hope Hilton Grand Vacations will take this matter seriously and provide an appropriate resolution.

Please confirm receipt of this complaint and let me know when I can expect a response regarding our refund request.

This form is not allowing me to upload videos, only photos. However, I do have videos that I would like to send in also.

Thank you,

Carrie Mellinger

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