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Hilton Grand Vacations Club

United States

Consumer complaints and reviews about Hilton Grand Vacations Club

Bellipaul Send email
 
May 10, 2019

Owners fees

Don’t fall for it! HGVC will ultimately make Hilton a lot reacher, and you and your family a lot poorer, year after year. We purchased back in 2002 from a charmer, in Hawaii, wearing a gold Rolex and misleading us. We were even told that HGVC would provide special rates for air travel (never happened and not even an option....just a plain lie). Our annual maintenance fees have triple, now approaching USD 2,000 and increasing each and every year without you having any control. The fees are purely artificial and not justifiable. The common feedback has been ‘Hawaii is an expensive place!’. We are being eaten alive by fees with little to no recourse. Thinking of bailing out and selling? Beware, an other gold Rolex wearing representative will promptly tell you that your unit will be possibly bought back by Hilton BUT at it’s original ‘special purchase price’.....17 years later, my ‘believed to be a good investment’ will be worth the exact same, possibly less, but a third gold Rolex wearing salesman will quickly sell it to Japanese tourist for 4 to 5 times what I paid for.
SUSAN GENTRY Send email
 
Jul 18, 2018

OUR WEEK AT CLUB REGENCY, MARCO ISLAND

WE'VE BEEN GOING THERE FOR 20 + YEARS AND NEVER HAVE SEEN WHAT WE SAW THIS YEAR. THE MAIN MAINTENANCE MAN, WHEN IT WAS HIS TURN TO CLEAN THE POOL AND CLEAN THE AREA AROUND IT,NEVER DID ANYTHING BUT CLEAN THE BARBEQUE GRILL AND THE ASH TRAY. USUALLY THEY HOSE DOWN THE ENTIRE POOL AREA FOR SWEETS ETC. THAT ATTRACT ANTS. THEY USUALLY TAKE ALL POOL TOYS OUT AND PUT THEM INTO THE TOY BIN. I CONFRONTED HIM ABOUT IT AND HE SAID HE DOESN'T DO IT ANYMORE BECAUSE IT JUST GETS MESSY AGAIN! SO WHY SHOULD ANYONE MAKE A BED IF IT JUST GETS MESSY ANYWAY! HE SAID HE DOESN'T ORGANIZE THE CHAIRS EITHER, BUT YET THE OTHER STAFF MEMBER TOLD US THAT IS HIS JOB, AFTER WE COMPLIMENTED HIM ON HIS WORK, AND WE SAW HIM OUT WASHING THE DRIVE WAY AND THE OCEAN DECK, WHICH WE NEVER SAW THE MAIN GUY DO! WE BROUGHT THIS TO THE OFFICE MANAGER ATTENTION, BUT I THINK IT'S PROBABLY A TOO CLOSE RELATIONSHIP. IT'S PROBABLY A GOOD TIME FOR HIM TO MOVE ON SINCE HE HAS GOTTEN VERY LAZY AND SINCE HE'S ONLY DOING WHAT HE WANTS TO DO.
WE ALSO HAD A LOT OF DUST ON THE GUEST BEDROOM WALL AND ABOVE THE MICROWAVES WALL! ONE OF OUR WASH CLOTHES HAD MAKEUP ON IT AND ONE OF THE OTHER OWNERS SAID THERE WAS DISHES NOT CLEAN WHEN THEY GOT THERE AND BOBBIE PINS IN THE DRAWER IN BATHROOM. CLEANING IS NOT GETTING DONE. HOW VERY SAD FOR SUCH A GREAT PLACE TO GO AND WHAT WE PAY FOR OUR MAINTENANCE FEES.
THE CRIB AND HIGH CHAIR FROM THE WEEK BEFORE WAS NEVER REMOVED FROM THE UNIT UNDER US AND IT SAT IN THE HALLWAY THE ENTIRE 2ND WEEK NO ONE EVER REMOVED IT.
THE DOOR DOWN BELOW US NEVER HAS BEEN PAINTED AND IS A DISGRACE. WHAT'S UP?
jrr99999 Send email
 
Apr 24, 2018

Dishonest Marketing

I am a HGV owner and feel I was sold a bill of gods by the company. In marketing one of the advantages that was "pushed" by the representatives was the ability to use club points partners such as Tauck Travel and Cruises Only. The problem with this is that the use of points for wither of this options actually cost you more money than the if you did not use the points in the first place. An example is that the value of the points in monetary form for the Tauck tour certificates is less than the yearly maintenance fees for my property. What a rip-off. The same goes for using points for cruises. I realize that they want you to use the points for their properties and that is fine, but do not encourage customers to think that there is any value to the club partners!!

Stay as far away as possible and if you want a time share go to the Marriott time shares where the use of points with their partners actually have some value.
SatisfiedHiltonEliteMember Send email
 
Aug 24, 2012

Don't Stay Away

SatisfiedHiltonEliteMember is now Elite Plus. We love HGVC. The reservation agents are pleasant and the online Revolutions is a great system for reservations. The time it takes to get you into the online reservation system after signing your contract is 45 to 60 calendar days, so complaining that "it's been 7 weeks now and still no access" is silly. High pressure sales tactics?? You have a cooldown period after signing where you can back out. It appears that some people like to complain and not assume responsibility for their own actions.
User925087 Send email
 
Mar 29, 2012

Stay away

Purchased 3500 annual points a few years ago and used resorts in both Las Vegas and Carlsbad. Had great experience at both. Loved the HGV on the strip and the HGV at the Flamingo. The HGV Mar Brisa in Carlsbad was brand new and beautiful, it but up against Lego Land with access. A few complaints with Mar Brisa is that its not complete and under construction. The photos of the pool area on the HGV website are not for HVG but the Sheraton Resort on the same property. We were told that we could use the pool there but were turned away when we tried. This was a few years ago and I have heard there may have been changes there since it HGV started managing operations. (When we stayed there is was considered and affiliated resort managed by Pacific Resorts I think.
Went back to Las Vegas the next year and decided to upgrade to 7000 points. We have 4 children and wanted to be able to get the 3 bedroom if available. Ended up staying at the both of the Las Vegas Resorts a few times that year both with the children and other with just us. We always get at least the 1 bedroom its so much nicer then just the studio. We also tried Carlsbad again, this time Grand Pacific Palisades. This was a great resort! Even though it was not as nice and new as Mar Brisa it was just an overall better experience. There was plenty of daily activates for the kids plus there was an adults only pool area that you could relax in without all the noise. (We have tried to go back to this resort but there has not been openings when we had the time to go.
We had been so impressed with HGV that the next year we decided to upgrade again to 14, 000 annual points. With that come elite status that has a bunch of perks with it. We ended up spending New Years Eve at the HGV on the Las Vegas Strip. We had 1 bedroom plus on the 34th floor which was awesome and reserved another 1 bedroom for friends that came with us. We had other friends that came to Vegas that weekend and stayed at the hotels and paid over $750 per night with a 3 night minimum. They just had a simple hotel room and we had awesome suites with full kitchens. Needles to say it was a blast.
As you can see we have no regrets with our HGV, we look forward to a Hawaii trip this year we booked a 3 bd for 10 days plus we are using Hilton HHonors points to pay for the airfare. We have also booked a 14 day Caribbean Cruise for Nov 2012.
HHonors is another great thing, you can transfer HGV points to HHonors points that can be used at any Hilton property not just HGV, Cruises, Houseboats etc. I have an American Express HHonors card that I use for all my purchases for my business. I earned about 1.5 million HHonors points last year buying stuff that I would have bought anyway. And just to give you an example HHonors has something called Going Global where you can stay in places like Bora Bora with those villias over the water for 7 days for 300, 000 points.
I guess my point is that Hilton Grand Vacations can be great is you use it and know how it works. I know lots of owners that love it like me and some that just complain.
Another great tip so that your points never expire. Before Dec 31st convert all of your next years points to HHonors Points. HHonors never expire. Then if you want to use HGV just borrow the points from the next year. You will always be borrowing from the next year but you will never have wasted points. Our first year we wasted almost 1500 points that we could use before they expired. (You cannot convert current year points to HHonors but you can rescue them one time, then if you don't use them you loose them.)
LLAALEJLPWLLCL Send email
 
Mar 22, 2012

Stay away

STAY AWAY FROM ANY HGVC LAS VEGAS STRIP PROPERTY OR ANY OTHER OF THEIR PROPERTIES FOR THAT MATTER...PRESENTATIONS...0F 3 + HRS OF HIGH PRESSURE SALES TACTICS AND COHERSION, ENTICEMENT AND DURESS AND $68, 000.00 LATER PLUS ATTORNEY FEES TO GET OUT OF THIS "NIGHTMARE VACATION RESORT" OWNERSHIP...
Travelsavies Send email
 
Feb 23, 2012

Stay away

STAY AWAY, I agree.
We are Gold Members and had not encountered any problem until we booked our 8 days 2011 Xmas vacations in Hilton Grand Waikikian Tower. We were booked facing the BLUE ALAKAI TOWER though we requested a lagoon-westside unit. We were told only ELITE MEMBERS can request and hold -and have priorities to better units. We were quickly adviced if we want to speak to a SALES COUNCILOR to UPGRADE & become ELITE members - that means doling out additional $50k PLUS $2000 yearly maintenance. It is clearly a Hilton HGVC ”PLOT” to pressure one to ”UPGRADE” and invest more money.
We just saw 1864 - a unit facing lagoon vacated yesterday but was told it was assigned (conveniently ?) to an Elite member. How interesting would it be if we found out that the occupants were not Elite members after-all? One can only ponder how embarassment this would be for Hilton - if they truly care for ALL owners.
Grand Send email
 
Feb 23, 2012

Stay away

We signed-up with the Hilton Grand Vacations Club nearly seven weeks ago -- and once the paperwork was signed, it was like HGVC suddenly could care less about living-up to it's end of the deal.

It has been 46 days since we became Hilton Grand Vacation Club owners at Parc Soleil in Orlando, and we still have not been granted access to the HGVC owners web site to start using the timeshare that we purchased. Unlike most owners, we paid nearly 50% upfront -- yet we are still not allowed to look for timeshare availability because Hilton has not created our account yet. It has been 46 days!! Also, we are not allowed to speak with a human via the Hilton elite member 800 reservations line because Hilton has not created the account yet. The elite line is for members with accounts only. We ARE members with an account. Hilton is just dragging it's feet in activating it.

We are locked into a contract for over $70, 000.00 with HGVC, and we can not book a thing ourselves... even though we were entitled to do so 46 days ago. We can not even speak to a human Customer Service Representative to have them make our reservations for us. All we can do is call and leave a voicemail with our saleswoman -- who can access the owner's online booking system and will tell us a day or two later if there is availability. This makes it impossible for us to plan into the future. It makes the whole HGVC agreement appear to be a sham. It makes us mad to think that it takes a company like Hilton nearly seven weeks to set-up an online account to grant new owners access to the timeshare system.

We are avid travelers, so the Hilton Grand Vacations Club seemed like a good match for us. But as the days continue to tick by -- and we still can't make our timeshare reservations -- the whole timeshare idea has lost it's appeal. All we get from HGVC are excuses and delays and a bunch of baloney as to why it is taking so long for HGVC to set-up our account. "We're swamped." "We're so busy selling these timeshares that there is a backlog in setting up the accounts." "It never takes more than 30 days to set-up an account." Hilton's latest line of baloney is that it is suddenly missing a signed form -- which we had never heard of until today.

The HGVC sales people were quick to print-out all the necessary forms with the push of one button -- and even notarized them on the spot. The sales team then promptly overnighted a copy to our home a few days later for more signatures. The company moved at lightning speed with the legal paperwork to secure our money (and presumably the sales commissions) -- and lock us into the contract. But once the paperwork was returned to Hilton Grand Vacations Club, it was like we just waved goodbye to our hard earned money and said hello to a long line of excuses.

The HGVC sales team has given us the song and dance (over and over) as to why it is taking so long for us to be entitled to use what is rightfully ours. But they keep changing the tune. I realize timeshares are a number crunching game: while the Hilton Grand Vacations Club is building capacity, it is in it's best interest to have continual cash flow (timeshare sales) while maintaining enough capacity for those who bought in years ago (preventing new owners from booking). One mechanism to make the numbers game work could be to sign-up new owners and then create delay after delay so they are not allowed to start booking reservations for weeks. In our case seven weeks. And then blame it all on an aggressive sales team and an overwhelmed IT team.

I don't care who you blame it on. The bottom line is that we still can not access the timeshare we paid for nearly seven weeks ago.

There is no excuse for that.
SatisfiedHiltonEliteMember Send email
 
Feb 23, 2012

Stay away

Purchased 8400 points mid Nov of 2010 and also received 12, 400 bonus points. Was told everything would be in place by first of year, and everything was, including on line reservation system. Used some of bonus points in Feb 2011 to extend a business stay in a cat 7 Hilton hotel. Had a great time. Used online system to reserve a week at a Hilton resort in Nov 11. Had a great time. Bought 6000 more yearly points at this stay and received 14, 000 bonus points. The new property we bought into should close Jan 2012 and we are eager to use some of the Elite perks we now have.

The online system did have a few glitches when I tried to reserve 2 suites in Breckenridge for July 2012, and I had to reserve by phone. At my request, Hilton waived phone in fees and charged the lesser on line fees.

Absolutely no problems here.

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