Hilton Grand Vacations Customer Service Issues

HGV Club Partner Perks (Club #1-[redacted]) We were thrilled to see the Club Partner Perk Adventure to America's Canyonlands featured in the July [redacted] Travel newsletter and managed to reserve spots for the trip. Tauck promptly provided us with confirmation documents, but the process with HGV to convert our Club Points into travel certificates for Tauck has been disappointing. Despite multiple calls to HGV, the travel certificate necessary to apply Tauck dollars to our reservation has not been received, causing frustration. During our numerous attempts to contact HGV, we also informed the Club Counselors about the upcoming final payment deadline for our reservation on March 11, [redacted], due to being out of the country. Unfortunately, the lack of communication and professionalism from HGV has been unsatisfactory. We hope that this message reaches someone who can address and resolve this issue promptly. We are eager to receive a response from an appropriate representative soon. Best regards, J & R Brill

I have a booking at Hilton Head from July 28 - 31. I recently discovered that the hotel I'm booked at is not near the beach. I had saved all year for one of the HGV packages but now will be far from the ocean. I have limited travel days and July 28 is my only chance this year. I need a property closer to the water to enjoy my vacation as planned. I'm not interested in activities away from the beach; I saved to relax by the water. The scheduler initially recommended the Hampton Inn as being close to the beach, but it's not. I cannot walk in the scorching heat daily to reach the beach. So, can you please help me and my son get into a property by the beach for the dates I'm currently booked, 7/28 - 7/31? This mix-up is disappointing as it's my only vacation this year, and I don't want to spend it trekking back and forth.

I've been trying to book for two days, but the website keeps redirecting me to the search page. I called on December 28, [redacted], and after waiting for 32 minutes, I had to give up without booking. I don't want to miss the time slot I'm interested in. What can I do if I can't book online or reach a reservation agent?

I, along with my significant other, daughter, and her friend, stayed at Kingsland resort from November 13 to November 22 in unit [redacted]. I have been a Hilton owner for about 20 years and have visited Waikaloa over 10 times. Despite this, it was the worst visit to Hawaii I've experienced. The unit had numerous issues that caused problems for seven out of our nine days there, including cleanliness problems, broken shower fixtures, malfunctioning drawers, clogged sinks, missing toiletries, and a broken toaster. The main issue was the air conditioning, which took four days to fix properly. We were offered to move to another unit after three days, but we declined due to the inconvenience of relocating with a full refrigerator. It was only after speaking assertively with Noi, the supervisor, that we were partially compensated for our troubles. The entire experience was disappointing given the amount paid and the lack of dining options at the resort. The process to obtain a QR code for entry to Hawaii was also needlessly complicated. I hope these concerns are addressed promptly. Thank you for your attention to this matter. Sincerely, J.L.

I signed up for the vacation club program at Mystic Dunes on March 31, [redacted], under contract [redacted]8G. During the sales presentation, we were informed that Diamond Resorts were being taken over by Hilton. Since then, we have not received any correspondence or information regarding the merger or how to utilize the benefits. This lack of guidance is concerning, and we are considering stopping payments if there is no progress. We are worried that the Hilton benefits we were promised may not be accessible. The Quality Assurance Representative we spoke with in May, Tim Lima, assured us that information would be available in August. We are requesting expedited communication regarding the merger. Thank you, Michael and Barbara Sorby.

I purchased a preview package, but unfortunately, my daughter tested positive for Covid, so we can't make the scheduled date. After reading the fine print, I discovered that there are strict expectations and possible charges of up to $[redacted] per day for a no-show. I am frustrated as none of these extreme conditions were mentioned during the sales call. It's quite disappointing to encounter these unexpected terms and threats.

In July [redacted], my spouse and I spoke with Jason (Ext. [redacted]) and reserved a vacation for [redacted] totaling $[redacted].90. We mentioned our inability to confirm the trip to Carlsbad until this year. Jason agreed to follow up, which he did, leaving a message when we were unavailable. When we reached out in January [redacted], we couldn't reconnect with him. Despite leaving a message at Ext. [redacted] in April, we received no response. Contacting [redacted], I spoke with Nicky, who requested our confirmation number, which we never received. Expressing our unease, Nicky offered an alternative to book FL or Vegas for $99 with a partial deposit refund. Needing my husband's input, I deferred. However, now, after deliberation, we prefer a full reimbursement. We await a call from management to address this issue. - Charlotte & Greg Johnson

Dear Hilton Grand Vacations, I am incredibly disappointed with the process so far. When I bought the vacation package, I was not informed that availability for the timeshare presentation and room stay are different. Initially, I couldn't schedule as there was no availability for the presentation. After an extension, I scheduled a stay for what I thought was four days, but my confirmation only showed three days. I was then told I needed to pay for the additional day. This was not communicated clearly during the initial purchase. I had made plans for four days based on what I was told. I feel misled and frustrated by the lack of transparency in your communication. I will now have to book an additional night myself. Please address these transparency issues in your process for future customers. Sincerely, Phillip T. [redacted] [redacted]