Hilton Grand Vacations Reviews

My husband hasn't been communicating with anyone the entire time. My email was added on file, and I had been the one planning the vacation and dealing with customer service, now that we are cancelling, you can't speak with me but had no problem speaking to me when I was spending money with you? Then I asked to speak to a manager about the entire situation, and they refused to speak with me. You don't care about the run around your customer service reps are giving valued customers? Wild, the manager wouldn't even speak to me to hear my concerns...

One guy was whistling in the background as he was “trying” to get a supervisor. NEVER once would a supervisor work with me. The Palace hotel manager was the BEST and got me a room at the correct hotel. He tried reaching out to HGV and no one would help him that night. Finally Michelle at HGV told me to stay at the correct hotel & my reservation will be switched (10:35 pm - listen to the recording). On 5/9, the hotel manager & I called numerous times trying to get support. After spending about 6 hour (21 hr window) trying to get it solved, Jaiden R. helped/submitted the issue to her supervisor. She was so kind and started working on switching the reservation over with her supervisor/hotel manager.

I went to the presentation & almost purchased into the ownership but couldn’t stop thinking of the nightmare experience trying to get quality customer service help. They wasted so much of my time with my mom and kids that I couldn’t commit to a company that isn’t going to value supporting customers. I paid twice and still waiting to hear back about my reimbursement. Be cautious doing business with a company who doesn’t value supporting costumers when HGV made the mistake!! I shouldn’t have had to deal with this added stress especially on Mother’s Day weekend!

We attended four presentations, each nearly identical, each pushing us to spend more money to fix problems with a program that never worked as promised. The financial paperwork was rushed through with no meaningful explanation of terms — including annual maintenance fee increases and an involuntary obligation to transfer the membership to our children. We paid off our mortgage within six months to escape a 17% interest rate we consider predatory given our credit history. We have formally requested a full refund and contract cancellation based on the misrepresentations made throughout this process.

The next time we sat through a presentation was on August of last year in Las Vegas with Didi. She also kept pushing the Quinn in New York City which is part of the “Hilton Club”. We heard things like the club is the best part of the program to be in, you get treated like royalty when you stay in one of the club properties. You get the idea. Maintenance fee was insane and we weren’t told that we could only stay at club properties as I was told when I tried to make a reservation at another HGVC property.

We tried to unwind this deal on a cruise we were on in December 2025 on Royal Caribbean's Symphony of the Seas. Again we were tag teamed by John and Cam. What was supposed to be a 1 hour owner update turned into yet another session of being lied to during a presentation that lasted 5 hours. These sales people have the tag teaming down to a science. You chat with the rep for a bit then they go in back and bring out some backup with them to validate everything that they have told you.

The final straw is when the “Closer” comes out to back up the first two. The pressure is real and mounting. By this time, we believe no one. Everyone tries to sell something, and we know they’re working on commission, but how would they feel if they were served lie after lie after lie. In fact, before we began our session on the cruise, I peeked at our paperwork that was on the table and it said that they were SUPPOSED to do a high pressure sale. WOW- that is our last owner update that we will ever attend. My time is worth more than a steak dinner or gift card. Now trying to contact someone to ask questions we have, it seems like no one has an answer for anything. We hear “Let me get more info and I’ll get back to you”. You need to treat your customers like you would like to be treated. I have no clue how some of these people sleep at night.

When I first bought the package they said I would receive an email receipt. I did not receive an email receipt so I called the booking number asking for them to email me it. The first person I talked to told me I didn't need any confirmation which felt like it might be a scam. But I insisted and days later received an email. FYI, Hilton Grand Vacations headquarters is located in Orlando, FL. I contacted the Chicago hotel where my reservation was, but they were unable to help me. Please do not get scammed by purchasing a Hilton Grand Vacations package.

When I realized I wouldn’t be able to take the trip, I contacted customer service to cancel. The interaction was frustrating. The representative seemed clearly unhappy about my cancellation, and when I asked for an email confirmation, they abruptly hung up the phone. Overall, the experience felt misleading and unprofessional. Transparency from the start would have made a huge difference. I would strongly advise others to ask detailed questions before committing to any similar offers.

We tried for months to book something simple. Nothing was available, or if it was, the listing was full of warnings about ongoing repairs and closed amenities. The only "help" we ever got from Hilton was a Zoom call that turned out to be another upsell — trying to get us to upgrade to a Hawaii property because our Florida condo was apparently prone to storm damage and special assessments. Nobody mentioned any of that during the original sales pitch.

In June 2025 my husband was diagnosed with pancreatic cancer. He passed away in September. In the nine months we owned this timeshare, we never used it once. I have called Hilton multiple times to ask about canceling or selling. I have only ever been able to leave voicemails. Not a single call back. When I pass away, my family is on the hook for this. I am now done making payments and I want to warn others to not get tied up in their shady dealings. Do not buy a Hilton Grand Vacations timeshare. They will not be there for you when it matters.

Throughout the ordeal, salespeople rotated in and out, using high-pressure tactics and false urgency — claiming Hawaii inventory was nearly gone and we had to buy immediately. We were misled into believing we were purchasing deeded real estate with tax benefits and resort access exclusive to owners. Ongoing maintenance fees and assessments were never disclosed. We repeatedly stated we did not want new debt. Regardless, a manager arranged financing on the spot and opened a Hilton-branded Amex card with a $14,000 limit without clearly explaining the terms. We were never provided with required Federal Truth in Lending disclosures.

In October 2024, a "complimentary owner update" turned into another 2.5-hour high-pressure session in Las Vegas, where a second $20,000 Amex card was opened without our request. We have been unable to effectively use the membership due to extreme difficulty booking at desirable times. The promised benefits are largely illusory. We have formally requested full contract cancellation and a complete refund. Hilton Grand Vacations' sales practices are predatory, and we urge the BBB to investigate.

What followed were years of mortgage payments and ever-climbing maintenance fees. It was a system rigged against us from day one. Availability? Nearly impossible. Those "member update" meetings? Ambush sales presentations. We climbed to Elite status chasing a promise that never existed — because the system is first-come, first-serve regardless. Meanwhile, Hilton rents the same units online to anyone for a fraction of what we're legally obligated to pay. We are being penalized for owning. And the secondary market they swore existed? It doesn't. Our "investment" is worth nothing. Less than nothing — because we can't even give it away. No one wants to inherit this financial trap.

This is the single greatest financial loss of our lives. Not from bad luck. From deliberate misrepresentation. We trusted the Hilton name. That trust was weaponized against us.

After signing, we reached him once. He said he was too busy to talk and promised a callback that never happened. His voicemail had no personal greeting. Dozens of messages went nowhere. We told him everything — our elderly dog makes travel nearly impossible, we'd lost unused points every year, we'd visited our Cabo Azul property only four or five times in over a decade. None of it mattered. He had a sale to close. In 2025, our annual maintenance fees for Cabo Azul surpassed $11,000, for a property we cannot use and cannot seem to escape. We feel deceived, pressured, and abandoned. HGV collected our money and disappeared. Do not trust the promises made on these calls. Get everything in writing — and even then, be careful.

It is now April of 2026, my mom passed away in March and we still CANNOT get this resolved. It is impossible to talk to anyone by phone. When I first emailed in September of 2025, an auto-generated message said there was a 90 day wait for a response. Hilton needs to have a better system for its owners to communicate and contact them.

In 4.5 years of ownership, we have NEVER successfully booked a vacation. Despite accumulating points and attempting to use RCI and other Hilton locations, properties are constantly "unavailable." We've received zero benefits while paying continuously increasing maintenance fees. Due to family caregiving responsibilities, we attempted to exit this contract. Hilton has been unresponsive to our reasonable requests for release, despite our inability to use the property and the clear misrepresentations made during the sale.

This timeshare has been nothing but a financial drain with no benefits. The sales process was misleading; the ongoing costs are unsustainable, and actually using the timeshare is nearly impossible. We strongly advise anyone considering a Hilton timeshare to avoid this mistake entirely. Save your money and book vacations directly—you'll have more flexibility and transparency.

They conveniently forgot to mention the fees that would keep climbing year after year. They glossed over how impossible it would be to actually book the destinations I wanted. When I tried to use what I'd supposedly purchased, I hit wall after wall of unavailable dates and hidden costs. But they weren't done with me. In October 2023, they got me again with an "upgrade" presentation - contract **. Same pressure, same misleading tactics, same false promises. I was never given a real chance to understand what I was signing away.

The numbers are devastating. I've paid roughly $34,000 toward my loan. I've shelled out another $7,500 in fees just trying to access benefits that were supposedly already included. And you know how many vacations I've actually taken using this timeshare? Zero. Not one. It's crystal clear to me now - this was never about providing value to customers. It was about trapping people in high-interest financing and bleeding them dry with endless fees. They got rich while I got stuck with a financial nightmare. I'm writing this hoping to save even one person from making the same mistake I did. Don't believe the presentation. Don't trust the promises. Hilton Grand Vacations took over $41,000 from me and gave me absolutely nothing in return.

This proved false when we attempted it in late 2025. The presentations themselves were exhausting and manipulative. We were passed between multiple representatives in a deliberate effort to wear us down. We were never told our children could be held legally responsible for this contract upon our deaths, nor did anyone flag the irresponsibility of selling a 40-year contract to people aged 71 and 73. Despite asking to be removed from contact lists, we received sales calls as recently as January 2026. The financial burden (mortgage, maintenance fees, exchange fees, and club dues) has been crushing, with none of the promised benefits delivered. No one should ever do business with Hilton.

Don’t get me wrong, the property and hotel staff are amazing, but I have a feeling that every single person on the timeshare sales staff was either fired from previous jobs or couldn’t find an easier job to rip people off. Actually had another owner mention that they had caught sales staff out back smoking and talking crap about prospective owners sitting at their desk - gaming how they could talk them into buying. These people are a stain on the image of Hilton Properties.

We finally booked our stay a year later. To our dismay, we could not get the same hotel we stayed at, but we booked a stay at Embassy Suites, which we've had positive experiences with. At the last minute, HGV moved our reservation to a crappy motel-like property that was completely disgusting. They didn't even give us any heads up that there was going to be a change, all we got was an email from the new hotel the day before the trip, and we were very confused where we were supposed to be staying.

In addition, because we stayed for 4 nights instead of 3 nights, they got rid of our entire cruise package. How is one extra night at a crappy hotel economically equivalent to a 4-night cruise package for 2?? We've never had negative experiences from Hilton in general before this but are baffled that this was such a bait and switch scam. They can do better.

Three months later, at a required training seminar in Orlando, we discovered those promises were false. Our points wouldn't come close to covering Great Wolf Lodge or nearly any resort for a family of our size. When my wife broke down in tears, the "trainer," who turned out to be another salesperson, tried to upsell us a $40,000+ package. We were then passed to a second, then a third salesperson. One tried to sell us single-use points for $1,750. Staff also provided incorrect information about our maintenance fees, claiming we owed twice what our contract stated. We left after nearly three hours of pressure, without any complete training or usable manual. We are retirees who entered this in good faith. The membership does not deliver what was sold to us. We have formally requested contract cancellation and a $5,000 partial refund. We urge others, especially seniors, to be extremely cautious.

Fast forward a few months to today. I received a call from someone wanting to book my stay. I asked her about booking a room for specific dates in September. She said they did have availability at this location but oh, by the way, it would be an extra $99+ tax to book a stay on a Thu/Fri/Sat. And oh by the way - we have to sit through a 2-hour time share presentation. Wait...what? Time share presentation? I've been to Las Vegas and know allll about these presentations - I'm not above wasting 2 hours of my life for free show tickets - but only when I *know* that's what I'm signing up for.

This dude at the Embassy Suites never mentioned anything about this being a requirement to book a stay, did not say the 50K points would be awarded only AFTER we sit through a 2 hour sales pitch and said nothing about extra fees for checking in on Th/Fr/Sat. I explained this to the rep on the phone and told her that I needed to think about how I want to proceed. She tried really hard to keep me on the phone so she could "go talk to her supervisor".

Good grief...here we go. She came back and said they would be able to waive the $99 weekend check in fee. Great...but I'm still not wasting 2 hours of my very short trip in a time share sales meeting because I am NOT purchasing a time share. I don't know if anyone has been successful in being refunded their money for the initial package purchase but I'm going to look into it. Otherwise, I may just end up eating the $367 because now I'm just mad. Warning to others - if you're in the bar/restaurant and someone with what LOOKS like a Hilton nametag approaches you with a friendly demeanor and an iPad, run the other way unless you're super interested in time shares.

Just as a sanity check, I called the other person in our party who purchased a package to ask if there was something that maybe *I* just didn't hear. She was also really angry to hear that when she goes to book her vacation (which was intended to be for her honeymoon) that they, too, will have to schedule 2 hours out of their trip to listen to a sales pitch. Shame on me for not asking more questions. And shame on Hilton for allowing this.

Every Promise Was a Lie: Points Value: Dan grossly inflated what the points could do. He made it sound like I could travel the world, but the reality is they're nearly worthless for actual bookings. Cruise Benefits: This was their biggest lie. They sold cruising as a "primary benefit," but it only covers 20% of cruise costs. I quickly learned booking on my own is always cheaper and easier. Availability: My home resort is Las Vegas, but I can't book rooms there or anywhere else due to horrible availability. The system is completely oversold. Customer Service: Dan promised he'd personally assist with all my bookings. After signing, he became impossible to reach - always "on a tour" with promises to call back that never happened. Hidden Fees: Nobody mentioned maintenance fees increase every year. This financial burden keeps growing.

The Reality: This timeshare has delivered ZERO value. From my very first booking attempt, nothing worked as promised. The points system is a scam, availability is nonexistent, and customer service disappeared the moment I signed. At 90 years old, I don't have time or money to waste on a company that preys on elderly customers with lies and manipulation. Stay far away from Hilton Grand Vacations.

When I called to make the second reservation, every location I requested was unavailable. I finally asked the lady to tell me what was available out of the over 20 locations that we could supposedly use, and again Las Vegas was the only location with availability. I booked it because I didn't want to lose the points, but then the dates I chose didn't work for us and when I called back to cancel, they told me I would lose all of my remaining points because I canceled. They don't allow you to change your plans. I wish we had never bought the points! I could have used the money to go on a nice vacation!