Complaints
This profile includes complaints for Hilton Grand Vacations, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,385 total complaints in the last 3 years.
- 264 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/07/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 23300996
I am rejecting this response because: The ***** points they are talking about were points I transferred from my partner's account, not provided by *** for the survey!
Sincerely,
*** *****
Business Response
Date: 05/14/2025
Dear *** *****,
We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our Membership Support Team emailed you on May 14, 2025 and resolved this matter to your satisfaction by advising that you received ***** Hilton Honors points on March 31, 2025. Thank you for taking the time to share your feedback.
Sincerely,
Membership Support
Hilton Grand VacationsCustomer Answer
Date: 05/19/2025
Now I finally got the ***** points, so you can close this complaint. Thank you.Initial Complaint
Date:05/01/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a Hilton grand vacation package last year, but when I tried to book my trip, the agent said I can not travel alone since I am married. But my husband and I are separated but not divorced, so we would not travel together. The condition of "must be traveling as a couple for married people" was not mentioned when I bought the package, and the agent could not cancel the package when I requested. So I formally request to cancel the package and get full refund.Business Response
Date: 05/09/2025
Dear ***** ****,
We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our Marketing Team cancelled and refunded your marketing package reservation. Please allow 7-10 business days for the funds to reflect in your account. We appreciate you taking the time to share your feedback.
Sincerely,
Membership Support
Hilton Grand VacationsInitial Complaint
Date:05/01/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
From April ***** 2025 I stayed here. I paid the hotel, which included designated parking in the garage across from the hotel. I paid Ocean Beach Club directly for this parking and was given a parking pass by them and instructed where to park.On Sunday after checking in, I used my parking pass provided by Ocean Beach Club and parked where I was supposed to, completely within the lines of my parking spot. Three days later I went back to my vehicle and saw the front bumper was damaged. I immediately went back to the front desk. They said it was not their responsibility and to contact the garage. There was no contact info in the garage and no attendant present. They did not answer their ****** number. I went back to the hotel, the front desk manager, *******, gave me a number for the garage manager. He wouldnt help me. At this point I emailed *******. No response. I eventually went to the front desk and said I wasnt leaving until I talked to her. She came and said my email was forwarded to the ** (*****) and Loss Prevention (LP) and gave me GMs number.Called and left message, no response. No contact from LP either. I then let another message for ***** saying I will be contacting Hilton Corporate. Finally, LP calls me. Tells me to fill out a loss form and they will submit to Hiltons insurance company. I provided completed form early Monday April ***** has now been OVER TWO WEEKS SINCE I REPORTED THE DAMAGE TO MY CAR. I have still not gotten anywhere or heard from Hiltons insurance company.I have been given so much run around. It ruined my vacation as I spent it trying to resolve this with unresponsive Ocean Beach Club representatives. I now continue to try to make headway but I dont seem to be.I have not yet contacted Hilton corporate but may need to do that. I have also not left an HONEST ****** review of this ridiculous experience, but that is also soon coming if this is not resolved ******* stay cost $668.20. Im asking for a refund as goodwillInitial Complaint
Date:04/26/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received a phone and email message from Hilton on May 9th in which I immediately responded and left messages for both. Throughout the next week, I called nearly every day, but was unable to speak to the representative. They finally called again on the 16th in which I discussed my issues and I was told that I would get a full refund back to my credit card because I did not use the vacation package. I am currently still waiting for the confirmation email from Hilton and also waiting for the chargeback on my card, so I do not consider this resolved until the refund goes through. I will be happy to comment about my satisfaction of the resolution once I am refunded. Thank you nine months will be unavailable). I will soon be forced to pick a different vacation location or lose my money. I have been deceived by the salespeople in that I was told how easy it would be to book, despite the fact I told them I'd want to go to ****, even saying that I could split my seven days between two places. What they didn't tell me is that I can't book the second place until I USED the time at the first place. I did find it in the contract, but if you do the math, it takes a minimum of nine months to get your first reservation. By the time you finish that vacation, there won't be time to get another reservation because after another nine months, the deal has expired. This is absolutely a scam to offer a split vacation when it is impossible to carry out.I was promised a week in ****** at the date of my choosing and they have failed. I want my money back since no services were rendered.Business Response
Date: 05/09/2025
Dear ********* ******,
We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our Marketing Team is currently reviewing your case. Someone will follow up with you within 3 5 business days. We appreciate your patience.
Sincerely,
Membership Support
Hilton Grand VacationsCustomer Answer
Date: 05/20/2025
I received a phone and email message from Hilton on May 9th in which I immediately responded and left messages for both. Throughout the next week, I called nearly every day, but was unable to speak to the representative. They finally called again on the 16th in which I discussed my issues and I was told that I would get a full refund back to my credit card because I did not use the vacation package. I am currently still waiting for the confirmation email from Hilton and also waiting for the chargeback on my card, so I do not consider this resolved until the refund goes through. I will be happy to comment about my satisfaction of the resolution once I am refunded. Thank youCustomer Answer
Date: 05/21/2025
I received both a phone and email message today from Hilton, stating that I will receive a full refund in 6-8 weeks for the unused package. Since I have this in writing, I consider the case resolved to my satisfaction and I appreciate Hilton's willingness to work with me in this matter.Initial Complaint
Date:04/25/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *******Business Response
Date: 05/07/2025
Dear ****** *******,
We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our Resort Management Team spoke with you on May 6, 2025 and resolved this matter to your satisfaction. Thank you for taking the time to share your feedback.
Sincerely,
Membership Support
Hilton Grand VacationsInitial Complaint
Date:04/22/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
12/28/2024 Hilton Grand Vacations One of their agent keeps calling me about this promotion of $199 for 2 nights of stay at any hotel anytime. I was told it is refundable if I couldnt find a date and there is no other requirement. But it turns out that there are many restrictions on the date so I could not find any one when I tried to book a stay. And they, after the purchase, told me I had to attend a several-hour talk if want to use it. And when I called them to cancel, they said they are not refundable.Pure fraud. All lies. Arent them evil?Business Response
Date: 04/25/2025
Dear ** ****,
We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our Marketing Team cancelled and refunded your marketing package reservation. Please allow 7-10 business days for the funds to reflect in your account. We appreciate you taking the time to share your feedback.
Sincerely,
Membership Support
Hilton Grand VacationsInitial Complaint
Date:04/21/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
To Whom It May Concern,We initially joined the timeshare industry with ********, purchasing ***** points and paying an annual fee of $698. After Diamond Resorts acquired ********, we were subjected to relentless pressure to buy more points during mandatory, high-pressure "Owner Updates" disguised as vacation perks. Despite enjoying some vacations, the coercive sales tactics were overwhelming and misleading.We were eventually upsold to ****** points at the Concierge level, promised that wed never need more points or attend further presentations. These promises proved false. We were misled into believing we could sell back weeks or that the Legacy Program was beneficial, which it wasnt.After Hilton acquired Diamond in 2021, confusion and misinformation continued. We were falsely told Diamond points would be useless without conversion, and later, that our ownership could be resold for near the purchase priceagain untrue. Availability for bookings was often limited, with better units prioritized for the general ********* 2024, Hilton rep ************* promised to lower our maintenance fee by exchanging properties, not disclosing the $37,000 addition to our mortgage until signing. He later became unreachable, like many other **** before him. We are now $147,000 in debt, plus $10,000 on two credit cards, with no realistic way to travel or pay off this ********* 83, retired and on fixed income, this financial weight is devastating. Our children do not want this inheritance. We respectfully request immediate termination of our contract.Thank you.Business Response
Date: 05/09/2025
Dear ****** ******,
A representative from our ****************** Team emailed you documentation on May 8, 2025 addressing your concerns. Should you have further questions, please contact ******************. Their contact information is provided in the documentation. Thank you for taking the time to share your feedback.
Sincerely,
Membership Support
Hilton Grand Vacations
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