Hilton Grand Vacations Club review: Vacation purchased at a time share presentation

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)