Hilton Grand Vacations Club
Reviews and Complaints

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.

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

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.

We stay at Hiltons frequently. Especially when we attend church. We stay at the Hilton Greenway Plaza that is connected to our home church, Lakewood church in Houston. At the end of a call to make reservations for an upcoming trip to Houston, I stayed on the line to listen to someone trying to sell a 3-night stay to Las Vegas. We had been asked to go with some friends to Las Vegas, so I thought this might be a way that we could afford to go.

I made the call to arrange our trip for the dates we wanted to with an HGV representative. It was supposed to be for the Trump Tower location. When I called back to say that I never received the e-mail, the representative told me that property was full and the only available location was HGVC on the Boulevard. This was at the very end of the strip and was no where near anything in walking distance or close to where our friends were staying. I had already booked our flights so I was forced to accept since she stated there was no other property. When we arrived I was told there was no room upgrade as I had been promised by the representative because they were fully booked. So, we were in a small regular King room.

We payed over $400 in Uber fees to get to the airport and back and the four times we left and came back since this property had no shuttle and way very far from the main strip.

The next day we were scheduled at 2:30 to tour the property as this is part of getting the room package. We were greeted by a nice man, watched a video about getting points to become members of HGVC. The nice man then took us to see a room like ours that opened up to a king suite. All fine, this is where the main trouble started.

I am a student intern, and my fiancé is a student as well. We live off one income. We kept telling him we could not afford the $3000 something down payment. So he went and got his supervisor who offered us a lesser price and agreed to throw in extra trips, We then told him we could not afford what he was offering either. So then he went and got a third man, who applied more pressure. We told him that in a couple of years that we might be able to afford it when we graduated but not now. He stated that if we wanted to have the opportunity to come back in the future that we would have to agree to something. The pressure was horrible. It was worse that buying any car with different people coming out and making different offers. We never saw the nice man, Douglas Silva again. The man that pressured us into a package that we could not afford was named Robert Stykowski. He offered us four trips plus 11,000 Hilton rewards points. This was four hours of different people coming at us with sales pitches. We were exhausted and wanted to leave after 4 hours of pressure! Finally, we agreed to put some of our vacation spending money down $295 and get out of there! The payments were going to be $145 a month. I did not know where we would get that money from but he kept assuring us that we would save money by doing this and offered us a total of four trips. He made two extra little hearts on our brochure. When we got home I went to check on our " gift points" they werent on my account. The got that part fixed. When I asked about booking our four trips I was told this was not the case we were only given points that we could use on two trips in the brochure! This was not what we were told! So, I finally reached out to Doug Silva, I never got to talk to him. I received a rude call back from Robert Stykowski stating that I was wrong and that this was not what he had offered at all. That was a lie! I have the two extra hearts drawn on our brochure to prove he offered us a total of four trips! Our $145 payments are supposed to start in April. I am so disappointed in Hilton as we always try and stay at the properties. However, if this is not resolved, I will be contacting my attorneyand write conusmer reports regarding this scam as we were promised something that we did not receive!