Hilton Grand Vacations Club
Reviews and Complaints

We purchased our HGVC timeshare in Las Vegas 22' we have a family of 10 and travel very often. We were sold when the sales rep assured us that HGVC ALWAYS has units at EVERY location available for 10-12 guests (1st major lie) We were even more thrilled to learn that our points could be used at equal value on the RCI (2nd MAJOR LIE). We explained that we only were looking to travel outside of the US and that we needed to have availability for 10-12 people without having to book separate rooms. Well the sales rep LIED to us to make the deal. I have been trying to make contact for over 2 years to resolve the issues but I have been ignored and given the run around wasting countless hours on phone calls that get disconnected anyway. However, the constant calls to try to sell me more never end! HGVC is very unprofessional, no ethics what so ever! Run as fast as you can!

We have been trying for three years to take advantage of any one of the six promotionals that were very clearly written into our contract. Hilton refuses to give us access to them and simply ignores phone calls, letters -- anything but checks made out to them. We told them we will start paying membership fees once they fulfill their end of the contract. They responded with a foreclosure notice. It's hard to believe that a formerly trustworthy name like Hilton is participating in such fraud. Can't wait to sign up for the inevitable class action lawsuit.

Their sales practice is deceptive at best. What they don't tell you about is the annual fees. You end up writing them a blank check for fees and they can raise them as high as they like. Ours have doubled in 7 years so about 10% a year. Maybe everyone else out there is getting a 10% raise every year but some of us are not. There is an upsell every year for points. The rooms you reserve can be reserved by 'non' owners for about 250 a night. If you stay a week, you annual fees will be more than that so after paying for a plan and the annual fees, you will be better off financially to just reserve a room and stay out of the Hilton Grand Vacations club. Thier is no customer service. There are people to answer the phone but there is no customer service. You work for them. If you get pulled into one of their sales presentations, run away as fast as you can.

Hello I was asked to get in contact with a higher up, but I lost the card with the email on it. my husband and I went to your presentation In Orlando at 10:30 am Sunday the 18th of May. the reservation was under Quentin Watford for two people. We attended this presentation two years ago with some interest but not currently able to join, now a couple years later we have the financial stability to join but we still like to discuss our options in private before making any large financial decisions. We wanted to attend again to get more information and ask specifically about smaller packages and how to book a cruise with Hilton. NOW with that being said, we had a HORRIBLE experience, we adore Hilton due to the higher treatment and respect towards guest. My parents are long term HGV members and we have had a great experience so far accept this woman. Our sales agent who I unfortunately can’t remember the name of but it starts with a “J” she has a clear Brazilian buttocks enhancement and lots of face work done. That woman from the get go was off. She was upset that my husband and I don’t speak Spanish, she was asking us how much are we willing to spend today and if we aren’t buying right now then we were wasting her time. She wanted to look up our information, found out we had attended before, came into the presentation room to tell us we’re going to learn no new information and why are we there. When we went back to her desk she refused to give us any pricing and kept asking how much do we want to spend. She was being very disrespectful and even her body language was off putting. I asked about how booking cruises work and she said “we’re not here to talk about that” and continued pressing how much are we putting down, I said to her “respectfully if you could just answers are questions that would be helpful” at this point she said nothing, rolled her eyes and stormed off. I was left baffled, feeling EXTREMELY disrespected, and felt like I meant nothing to HGV. We got up and proceeded to leave where we ran into her in the hall was where she COMMANDED me to go sit back down, I told her you will not disrespect me like that. The managers begged for forgiveness and to give them another chance and I am an understanding person but we were not having it. We later found out from staff that she is always like this especially when she hasn’t made a sale. She also asks patrons to sign documents with false information to “save money”. She is sketchy, rude and should never be a sales agent, she should be fired for running out potential life long patron but we have since changed our minds unless Hilton feels free to reach out personally we will not be reconsidering unless we know something has been done about her despicable behavior. An investigation needs to be launched into her. If you feel like reaching out my number is [protected] and my email is [protected]@yahoo.com

My name is L., my husband R. and I are Hilton Grand Vacation members who recently attended a timeshare meeting in Cabo San Lucas and upgraded our membership to HGVMAX.
When we were first called by Lynne Berry from HGV we were offered 200,000 Hilton points to attend the meeting. I emailed Lynne after our initial call and asked her if they would be base points or bonus points, and she informed me they would be base points. I then again emailed her to fully verify that the points would be base and would count towards retaining our Diamond Status with Hilton, and she again confirmed this information.
After attending the meeting and upgrading our timeshare, we received our 200,000 points, but quickly realized they were not base points and did not help us with our Diamond Status.
I have personally reached out to Lynne via email and phone 5 times with no response. Robbie and I have spent almost every single day, with no less than 20 phone calls and emails trying to rectify this situation, and we just keep being told that we cannot be helped.
As I am sure you can imagine, we are extremely worn out and frustrated and feel very undervalued. We feel that it is only right that HGV honor what we were told, which was the very reason we attended the meeting in the first place. We truly hope that Hilton can continue to be the company we know it to be and help us rectify this wrong.
Please get back to me at your earliest convenience so we can discuss this situation. I am also attaching the emails from Lynne.

I signed up for the membership back in October of 2023 while on a trip. I was told it’s preferred for you to have the account on automatic payment but you can always call to take it off if need be. My first payment was in December 2023, when I did call to have the automatic payments turned off I was transferred, hung up on and just given a run around. I kept calling and got someone who provided me an e-mail ([protected]@hgv.com) and told me to email ASAP so they can cancel the automatic payment before it drafts, which I did on that same day of December 6th. No one ever responded or reached out(they have an email and cellphone number as well as my home address for correspondence purposes. Here it is December 13th and the payment posted to my account (no pending or anything went straight through). I called because of course that done messed with my money and I have more important bills that’s getting refunded because the payment came out of my account. I called and spoke with a lady that canceled the automatic payments (so she said) and puts me on the line with a supervisor like I requested. The supervisor lets me know that they weren’t given sufficient notice nor did I elaborate enough in the email so there’s nothing they can do about the payment and it’ll take 60 days to refund me. I asked if that can be provided via email so I can let my bank know and of course it couldn’t so here I am. No resolution to the situation in just supposed to live with it.

My husband and I stayed at one of the major Hilton Resorts In Hawaii(Cannot remember the name at this time) on Big Island in Sept 2022. We attended a time share presentation to receive some rewards points to treat ourselves to a dinner at one of the restaurants on the resort. We declined the time share offer. At the end of the presentation we were asked to spend a moment filling out a survey, we were in a rush to get to an excursion but the sales rep pushed for us to complete it. During the survey they offered one last package of coming back to the Big Island for 8 days at a discounted price. We declined a few times because we were very nervous what would happen if we purchased this and were not able to utilize based on the uncertainty of our work. The rep would not take no for an answer and continued to sweeten the deal. We were offered $1695 for 8 days staying at any Hilton property on the Big Island, no resort fees, free parking and we would have 18 months to book the trip whenever it was convenient for us and the sales rep stressed it would be flexible. So we finally gave in and purchased it.

We called to book our vacation twice in 2023 when it was convenient for us. Both times we were told Hilton had no accommodations available anywhere and they were fully booked up to 9 months. We spoke to a manager regarding this as we were very upset, this was not convenient or flexible for us at all like the sales rep promised us it would be and this not what was disclosed to us when we purchased the vacation. The manager did not seem to care much and we ended up securing a date for Feb 12, 2024-Feb 19, 2024 which again was not an ideal time at all for us to be going on vacation but it was either this or told we lose our $1695 which we felt was disgusting customer service.

We now have been dealing with a very serious personal family matter that has become worse and we will not be able to leave for vacation in Feb 2024. My husband again spoke to a manager this morning to advise of this, asked if we can please have the time to use this extended, sell the package or have a refund and again the manager didn't care at all about our situation and told us no to all of our requests and that March 29, 2024 is the cut off for booking.

We are asking again for the courtesy of the Hilton to extend our time to book to the end of 2024 to allow us to deal with this very serious situation and time to manage a vacation once we do. We cannot afford to just give the Hilton $1695 for nothing and feel it is no cost to the company to allow us a proper extension time to take this vacation that we paid for especially since your sales rep majorly mis-represented how convenient and flexible booking this vacation on our time would be for us and it most definitely was not. We are asking for your understanding and help in this very difficult time for us to utilize our paid vacation and not put the company out in any way.

I would greatly appreciate a response in a timely manner.

thank you

J.

I can be reached by phone at [protected] (which I prefer speaking with an actual person) or email at [protected]@hotmail.com (middle letter is a lower case L)

We attended a seminar and purchased a program based on what we were told at point of sale. That's the issue... Much of what we were told is not true and with only 10 days to rescind, hilton simply runs out the clock. I have sent 2 letters, made an exhausting number of calls, sent emails, including to their ceo, texted to people who at the point of sale told me to contact them on their cell with any issues, left voicemails, and gotten no response. I made another trip for a meeting to supposedly rectify my issues and all they did was tell me to spend another $20k and I would have a better plan. Whatever you do, whatever they say, do not purchase this program. It is obviously legal what they do, but highly, highly unethical in how they sell and operate. Their rating on the bbb website is 1.1 and you have to give at least a 1. I believe if zero were an option, they would be below 1 (lowest possible) rating scale is 1 to 5

In 2016 I was approached by Diamond to Join the Club Combination Program which would allow me to trade additional Diamond Points for access to Marriott properties I have. Very simple program; I acquire a week at one of my Marriott properties and trade to Diamond for points!

When the Hilton acquisition finalized we joined the HGVMax program and were told that the Club Combination program was discontinued. We have attended several benefit updates since then and the Club Combination program continued to be discontinued and does not appear in any of the HGV Max benefits.

When visiting Las Vegas in November at the Polo Towers we were asked to attend a benefit update at the Alara. On November 2,2023 we attended this update at the Hilton Grand Vacation Alara in Las Vegas where instead of an update a sales rep informed us that beginning in 2024 we would be charged an additional ~$2,000 in maintenance fees for an additional 12,000 points that would be put in our account in lieu of the Club Combination access. Additionally we were advised if we changed our ownership over to the Trust, we could save maintenance costs below current levels. As you can see, this is nothing like the Diamond Club Combination Program, nor does it appear in any current documentation we can find

We politely advised we did not believe the this was a valid program and told the salesperson and the manager on duty and further advised we would pursue with the Club team

We believe this was an attempt by the HGV sales team to sell a program that no longer exists and further that if it did exist it is not the program we signed a contract for or even makes any sense

The original point program was a trade with a reservation on our side and points on the Diamond side

The program as described HGV team would be our account automatically getting 12,000 points with an additional cost of over $2,000 in maintenance fees.

We would like to reach out to Club management for a discussion as we believe this was a dishonest attempt by the salesperson to make a sale and the sales manager to avoid the dishonesty and send us down this path.

On 11/5/23, I arrived at the Capital Hilton in D.C. for a work conference. Upon checking in, there was a guy named "Alex R." at a counter to the side who called me over when he heard I was a member and he gave me some discount cards for restaurants in the area and 500 points on my rewards. He then showed me some packages for reward members that were really good prices. I took a picture of them and went to my room to check in. When I came back down, I saw him and told him I was interested in the D.C. 4 day package he told me about. This was 4 days/3 nights at the Capital Hilton for 4 people for $399 plus 40-something in taxes/fees. He asked for my rewards number and credit card and I gave it to him. He then handed me a paper to complete and when I began filling it out, I saw information on the left side that I would have to sit through a 120 minute sales presentation for a timeshare and if I was married or cohabitating, that person would have to sit through it too. I told him that he didn't tell me this and there is no way my husband will do this. He is in sales himself, he knows what these presentations are and we are not at all interested in a timeshare and it will only make him mad. Alex said he was sorry and he should have told me that but it was no big deal, all I needed to do was check the box that I was single and he wouldn't have to participate. I did as he advised. I left and as I reviewed it and tried to book later, I find out that this is not true. My husband does have to attend no matter what. And then I read the back of the paper and find that if we don't come, we will be charged additional regularly priced fees and taxes and such to my credit card. I was charged $456 within minutes. I already contacted my credit card company and sent Hilton Garden Vacations an email complaint. While I wish I would have thought at that moment in time that this employee just advised me to lie, I was only thinking that I needed to leave and was happy to hear my husband wouldn't need to attend. It was a complete misrepresentation in that he didn't even go over the terms of the contract with me. In fact, he didn't even tell me it was a contract at all. As I looked at the form when I got to my room later, I saw that he filled the form out very sloppy, and it is missing a lot of information. The form says $456 is due at the time of reservation. The blank spot where it says I will be charged today is not filled out at all. I was led to believe I would not be charged until it was reserved as well as led to believe I would be the only person to have to attend.

We recently attended a Hilton Grand to Tatyana at Parc Soleil, a Hilton Grand Vacation Club at 8:45am. I have never been more angry and dissatisfied with a sales person at Hilton. Tatyana was rude and condescending. She told me to stop talking multiple times, cutting me off mid sentence. She told us that she would help us consolidate our two time share deeds into one deed, which we had been trying to do since we bought it in 2017. But when she came back she was trying to get us to spend $85,000 more to do so. When I tried talking to her about our needs and budget she got extremely rude to us. Saying she is on salary so it didn’t matter if we bought anything or not. Her tone and attitude were appalling. She even stated that looking for a deed transfer for us at $10,000 was “wasting her time” so she wasn’t even going to look. I honestly can’t believe someone was speaking to us like that while trying to get us to spend $85,000. Parts of this conversation were recorded. We have never been more frustrated by a Hilton Grand Vacations sales member in all the time we have been time share owners. We were so upset we left before the second person could talk to us and asked for a manager. While waiting for the manager at the front desk. Tatyana came up to us and came very close in our space continuing to be disrespectful. We told her to leave us alone and that we were waiting for the manager. Tatyana is an immature child who should never be speaking with property owners. On top of that we were promised a gift card for attending the meeting, but we were only given Hilton honors points, which we didn’t want.

Description of complaint:

We were sold a VIP package. The counselor said we could use it for the Grand Islander. We asked if there was any restrictions regarding booking and availabilities. As we are outside America we said phone booking might be hard due to time zone and was told email.

Went to book GI forJune 2024 and checked through our club account that there was available rooms which there was. Couldn't email to do booking. Sent two emails to customer service . No response. Had to phone them during the night our time to find out I couldn't book for the dates I wanted. The VIP area only has so many allotments for each hotel and there were none available for the dates I required. As I was committed to these dates there was one allotted vacancy at a hotel We do not want to stay at. The person who sold this to us lied, it was sold fraudently. At no time were we advised of booking restrictions. Your written rules for reservations is also a deceit. I will be taking this further and will not be be upgrading or spending any money with HGVC again.

I spoke to a Mr. Lan East from the Williamsburg, VA office; I explained the presentation given when my husband was experiencing a bout of depression over the death of his daughter. He wept throughout the sales presentation, which took all day.

The Hawaiian contract was coerced over a whole day of drinking. We were exhausted and had to get up for an early flight home. They preyed on our age and vulnerability.

I spoke of pursuing fraud and he talked me out of it saying it would be too hard to go that way. He would just cancel the contracts. We paid $3000.00 to cancel this contract. If you look at the Mutual Release and Termination you will see the amounts are wrong.

I would like for you to consider dropping the 1099C because we cannot afford the additional taxes. It is affecting our social security income as well.

Mr. East was also aware that I filed two complaints with the Better Business Bureau of Williamsburg, VA.

I had a very high regard for the Hilton brand so I trusted what the Hilton representative who told me that I would get 6 nights plus many more perks in the package that I was offered -I went ahead and booked flights based on assurance by Hilton representatives of no chance of non availability of rooms. They agreed that they found that I was given false information. -I was shocked as I did not expect false, misleading or dodgy stuff from the Hilton brand -I was told they will not cancel the package and took the complaint. - I am looking at staying at the West 57 St Hilton club from 21st to 27th August. -I have now checked into Hilton and am paying double of what I was offered. Complete scam, if Hilton does this to trusting customers then this might be their downfall.

I thought Hilton Grand Vacation was a reputable company with brand integrity. When I was solicited to purchase a vacation package and given the sales spiel, I trusted what I was told because its Hilton Grand Vacation. They offered what I thought was a great deal at a good price and topped it with no expiration date. "You can take your vacation whenever you like, it doesn't expire" says the sales agent. Sounds great, I purchased the package. Fast forward to today I call to redeem the package and I'm told by another rep my vacation package has been forfeited. Forfeited because the package purchased expired. How can a package I was told didnt have a expiration date expire? HVC Rep states all pkgs have a 2yr expiration. They can not/ will not reinstate my package. Disappointed but ok I ask for a refund of the package purchase amount, I'm told HVC will not refund my money because the pkg was forfeited. and there's nothing to be done about it. I could speak with a Supervisor but the results will be the same. HVC sold me a vacation pkg with under FRADULENT pretenses, an actual LIE and stole my money. I don't get the vacation I was looking forward to take and they keep my hard earned money. This is DISGUSTING! If the package is no longer available fine, but how does HVC get to keep my money on a vacation I didn't take? Hilton Grand is a world renowned brand you wouldn't expect to be lied to and have your money stolen but they are clearly as SCAMMY as the other fraudulent companies selling vacation packages. BEWARE! what you're told in the sales pitch and sold is NOT what you get. Give me my money back please

In March while visiting Oahu Hawaii, we were solicited on the street by HGV to listen to a presentation. We agreed and the salesman gave a nice presentation. He showed us two different physical properties we would be staying if we joined and options for future vacations. It looked like there were numerous properties in the Hawaiian Islands and the U. S west coast. So, we decided to join.

There is a 3 day look over the product. However, the HGV website to look over the product and vacations was not given to us for over 21 days. This was far beyond the concession date. We feel this is done on purpose so one cannot dispute the contract. It is a trick of the law to do a bait and switch tactic. Prior to receiving that website, a Hilton Vacation Club employee calls us to say there is a training session in Virginia Beach about 6 hours from our home. We are told they will answer all our questions and show us how to use the website. I ask for something closer to home and it is explained to us Virginia Beach is the only option for our training.

I contact the original salesperson I purchased this package, and he says if I feel like I cannot do the website on my own it might be a good idea to attend. I receive the links to the websites. I have lots of problems. I initially join the wrong website. In this website. When I am eventually directed to the right website, I realize there are no vacations we can use. So, we decide to attend the Virginia Training session.

Once at the Virginia training session we are told it is not a training session but a sales presentation. The Virginia sales team shows us on the same website that there is no availability in our point range. We will need more points to do anything. We felt completely deceived as now we have a product we cannot use because of poor or no availability. We also realize there are fees and additional monies required to plan a yearly vacation.

Hilton had us open a Hilton American Express card to pay for the unusable vacation product. The product also carries many additional costs that were not explained to us in the original sales presentation. We are not in the habit of purchasing such inferior products. This vacation product has almost no availability, hidden fees and we will not be able to get the room or location described to us in Hawaii.

Hilton could easily make this right by reversing the Credit Card charge and reversing the contract. We do not feel like the product we were shown is available to us. It is not good business to ask us to pay for a vacation product that we cannot use due to unavailable or limited stock. We are asking Hilton to reach out to us and reverse the Credit Card charges and cancel this contract without dragging this out.

I was approached with option of prepaying for a vacation package at an amazing discount and 50,000 points. I finally booked my prepaid vacation and when I get there everything was half of what I was told. From the beginning all the way to the booking I was told accommodations would be for two couples and then I get to the room there is 1 bed and not even a couch and then I’m told that I would have to pay for an upgrade to accommodate two .

I've been a Diamond Resorts timeshare owner since 2018. I was never very happy with my membership, but I'd invested $50k, so I tried to make the best of it.

When Hilton purchased them I was excited, thinking things would be better since Hilton is a respected hospitality company. At an "owner review" in January 2023 (something they ask you to do each time you stay and I agreed this time because I wanted to know what changed with Hilton's purchase), I was basically told nothing would change for me and I would be limited to what Diamond offered before and nothing more unless I "upgraded" to HGV by, yep, you guessed it! Buying more points. Believing this might finally give me access to the Hilton portfolio and a better run program, I bought another $16,500 (now a $70k investment).

Months later, nothing had changed and when I called Hilton to ask for help logging in under the HGV program or on the HGV app, I was told my Diamond account was still not fully converted and that I would still need to call Diamond for any help I needed.

Now I've received a billing notice from Diamond (not Hilton) charging me a $199 "HGV Activation fee." I tried to call Hilton to ask what this was for and was told I still wasn't converted so would have to talk to Diamond.

All Diamond would say was it was a one time fee, but they couldn't explain what for exactly. I told them I still didn't have HGV access and couldn't use the HGV app, so I didn't understand why I was paying an activation fee if my membership still wasn't activated. They didn't really care, but confirmed I would not have access to any of the Hilton benefits of the program unless I paid the fee. Extortion?

I tried calling back to speak to a supervisor but got someone who told me I should be able to access the HGV website and app and tried to help me by resetting my password, but when that still didn't work, he offered no further assistance.

Booked the Trump tower Las Vegas and now they are trying to move me to some random hotel. Lied to me when booking this package that " all the dates were wide open and then next day when I tried to book I was informed that there is not available . Finally after a month of emails they told me that they had booked me. Then last week I receive an email about some reservation at some random hotel.Hello Suzy,

We do apologize. I am showing our team is still working on this reservation.

Once I get an update I will reach out to you right away.

Please keep in mind the reservation is showing for 11/16-20/2023 and our team will need more time to work on this.

We are definitely trying to get the property requested.

Again, thank you for your patience.

Sincerely,

Danny Mesa

Guest Experience Specialist

HILTON GRAND VACATIONS

Telephone / [protected] Ex 33326

6355 MetroWest Blvd, Orlando, FL 32835

www.hgvc.com | danny.[protected]@hgv.com

We sat through a HGV presentation and decided not to purchase. Once our sales rep left another guy came and sold us on their VIP experience... He told us we would be able to use it in Sint Maarten and would not have to sit through another presentation and that it would be like we had already purchased the timeshare. (This was appealing since we would use it for our honeymoon) We went to book, and we were told that we could not use it in Sint Maarten. After my fiance and I discussed we decided we would change our destination and go to Hawaii instead. We went to book, and then the lady taking our reservation told us what day we would have the presentation. I immediately told her that we purchased it because we wouldn't have to do another presentation. She then told us in our contract we signed off that we agreed to that. Luckily, I still had our contract. There was a line through the "stipulations" saying that we would not have to do that again. She informed us the one she has had our initials! I asked her to send that contract to me. Someone had forged our initials! She immediately got her manager on the phone; he told us he would void the contract and give us a full refund! 6 weeks later we have received a partial refund! I went to call them and ask about the balance and the number on the email (confirming the cancelation and would receive the full refund) and it is not a valid number!

I cannot believe a brand like Hilton can get away with actions like this!

Date of the Transaction: June 2022 (see attach files)

The amount you paid the business: $200 and then $500 (receipt attached)

What the business committed to provide you: $200 Rebate Voucher and committed to redeem it after submitted for redemption.

What the nature of the dispute: Mis-commitment and Deceiving, False marketing.

Whether or not business has tried to resolve the problem: No interest and no efforts to resolve, they kept sending scripted responses since last 6 months...

Tracking #: [protected]

On 10/24/22 we attended a sales presentation regarding our Diamond Resorts membership and offered a transfer to HGV. After 4 hours with Angela the sales rep we decided to go ahead with the transfer. We were told that after 45-60 days we could start using our HGV gold membership. Received and email with our login information but there were no points associated with our account. So, we called and were told that someone would contact us. After several more attempts over the next 30days we were given multiple promises and case numbers. Finally, we were told that we did not have a membership. I contacted Angela, she assured me we did and that our purchase was never put though escrow. She promised that her manager would call the next day. No call was received. We are now 133 days past purchase date, and we received an email from Mr. Contreras stating he would work on the issue. We have called and emailed him 6 times with no response as of yet.