ComplaintsforHilton Grand Vacations, Inc.

• Initial Complaint

  12/02/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  For over three years now, we have not been able to use our timeshare. What convinced us to purchase, was that our monthly payments would be like a travel savings account, which would assure us that we would have vacation time. We were promised an unending amount of locations we could vacation at using our points, including RCI. Yet, we have found that the Hilton resorts are always booked and RCI facilities are always extra. We have found it frustrating and stressful to even look for a site to use our points. The sales representatives never told us that we would have to pay a fee to make a reservation to use our points. The rising costs of maintenance fees were also never explained to us. We have not used this timeshare in 3 years because there is no availability and there are no acceptable RCI options. We have found a vacation alternative based on a simple reservation that is much easier to use and no strings. During the time of purchase, the sales representatives lied to us, made false promises, and misrepresented the timeshare program in its entirety. The terms we were promised have not been brought to light by HGV and this is unacceptable. HGV's entire timeshare program is based on lies and false promises just so their sales representatives can make a sale. This is unethical and fraudulent. On top of this, we are highly disappointed in HGV's customer service. They claim customer service is very important to their company. HGV has shown us that they do not care how we have been scammed by their sales representatives. We will no longer do future business with HGV and we demand an immediate release from our ownership.

  

  Business response

  01/12/2022

  Business Response /* (1000, 9, 2021/12/15) */ Dear Greg & Pam *******, Our Portfolio Services team mailed you documentation on December 13, 2021. They are awaiting a response back from you to proceed. If you have not received this documentation, please let us know and we will find alternate means to communication. Sincerely, Membership Support Hilton Grand Vacations

• Initial Complaint

  12/02/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We attended a sales presentation with Hilton and were told by one of our many sales reps that we would receive one week (3400 points worth) of vacation each year at any Hilton Grand Vacations resorts. We attempted to book a vacation but we were unsuccessful because the sales reps failed to mention that we had to pay 6 months worth of fees before we were allowed to book a trip. This was very frustrating. We were told false information and there was a lot of information that was left out as well. We decided to take a trip to Las Vegas where we were TOLD that we would be having an 'Owner Review' of our property but were then blindsided into an upgrade. The sales reps the entire time were very manipulative, persuasive, and overwhelming. We were taken advantage of by the sales reps offering us gifts and luxurious vacation packages. It is very unfortunate that Hilton is able to lie and manipulate people into situations like this. We thoroughly enjoy traveling and had we not been surprised with these crazy maintenance fees and had we been able to book vacations easily, we might not be filing this complaint today. We are experiencing a GREAT financial loss due to being told that this would save us money, and in return, has caused us to lose thousands of dollars. We have continuously reached out to Hilton with our issues and request for termination, but in return, we receive templated responses and their lack of concern and empathy is frustrating. We will not associate our names with a company that is full of lies and shady business practices.

  

  Business response

  01/26/2022

  Business Response /* (1000, 9, 2021/12/15) */ Dear Jeremy ****, We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. Our Portfolio Services team mailed you documentation on December 14, 2021 to address your concerns. Should you have further questions, please contact Portfolio Services. Their contact information is provided on the documentation. Thank you for taking the time to share your feedback. Sincerely, Membership Support Hilton Grand Vacations Consumer Response /* (3000, 11, 2021/12/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have not received any documentation from your Portfolio Services team. Please have your team resend the documentation to our emails. Business Response /* (4000, 13, 2022/01/11) */ Dear Jeremy ****, We are sorry you did not receive the documentation from Portfolio Services. This was re-sent to you by email on January 6, 2022. If you did not receive, please check your spam folder as sometimes emails may delivered to that location. Should you have further questions, please contact Portfolio Services. Their contact information is provided on the documentation. Sincerely, Membership Support Hilton Grand Vacations Consumer Response /* (2000, 15, 2022/01/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have recieved documentation and are in the process of executing the Deed in Lieu documentation and will return it to HGV

• Initial Complaint

  12/01/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased this timeshare with the expectation that I would be able to travel to many places that were on my bucket list, but this is not the case. Not only that, the sales team lied to my face multiple times about how I would be able to distribute my points. I have even found myself looking outside of the timeshare to be able to afford vacations with my family. I've given this timeshare multiple chances to redeem itself and it has fallen short every time. Since signing with this timeshare, I have been taken advantage of multiple times and enough is enough. The sales team here all have the same objective, to do whatever it takes to make sure they get their cut. All of the sales team members have been super friendly and knowledgeable to my face, but it has all been lies. They have given me multiple phone numbers claiming that they would be of use if I had any questions. These same salesmen did not answer the phone after they received the payment they had requested. I've even been scammed out of money by these HGVC salesmen. My final straw was during the middle of COVID, I purchased more points because the sales person informed me that these points would be just enough for my family and me to go on a Disney cruise. She even did the math in front of me, so I thought it had to be true. When I began booking after the meeting, I noticed the amount of points I purchased weren't even going to begin covering the cruise. I could have purchased this cruise for cheaper if I would have not done it through the timeshare. So now, not only am I not able to go to places on my bucket list, I can't even afford to take my family on a cruise that I have already invested money into. I am outraged! We haven't even used it since 2019. This whole experience has had a traumatic effect on my family and me. I need to be released from this burden immediately!

  

  Business response

  03/15/2022

  Business Response /* (1000, 9, 2021/12/21) */ Dear Ms. Janice ********, We are sorry your experience has been less than satisfactory. Our Club Resolution team has unsuccessfully attempted to contact you via phone on December 15, 2021 with no response. As you have entered a legal and binding contract in perpetuity for the purpose of vacation enjoyment, we are unable to cancel your contract. The rescission period extended after the purchase allows the purchaser time to review the documents and cancel should you find the program unsuitable to your travel needs. In your case, the rescission period for your contracts lasted ten days from your purchase date. Our sales teams do a great job trying to find a package that best fits the needs of the Member. While they would like for you to purchase, this is never required. As a part of your ownership, we offer to assist you with the help of seasoned Club Specialists who will guide you with optimization of your membership. You may contact an Elite Specialist at ************ (U.S and Canada) or ************ (International). The club member website, www.club.hiltongrandvacations.com, has a wealth of learning tools available as well. Ms. ********, while we are not able to accommodate your request for cancellation, we remain readily available to assist you with optimizing your ownership. Sincerely, Membership Support Hilton Grand Vacations Consumer Response /* (3000, 11, 2022/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) If you were truly sorry as you claim to be, then you would understand the fact that your sales team provided me with misleading information and used shady business tactics to convince me to purchase. Yet, you continue to hold me hostage and not take this matter seriously. Can you please explain why the rescission period is so short? It seems you're purposefully setting owners up for failure with such a short turnaround. Most times, owners are required to attend the meetings the first few days of their vacation. That means that while on vacation, owners are expected to read over the documents instead of enjoying the sun? Is that correct? Surely, if you were a company that was selling real, tangible vacation ownership and had nothing to hide, the rescission period would be much longer than just 10 days, don't you agree? I have no intention of utilizing any of HGV's benefits. My only intention is to cut any and all ties with Hilton Grand Vacations as soon as possible because my experiences have been anything but the picture-perfect experience that was promised to me upon purchase. Business Response /* (4000, 13, 2022/01/13) */ Dear Janice ********, We are sorry you are not satisfied with our response, however, we cannot go by verbal representation, we can only go by what was signed in the documentation. The rescission period is established by state guidelines and not Hilton Grand Vacations. Our offer remains to assist you with the many travel options you have using your ClubPoints. Should you ever have any questions regarding the Club Program, please contact a Club Counselor at X-XXX-XXX-XXXX at your earliest convenience. Sincerely, Membership Support Hilton Grand Vacations Consumer Response /* (4200, 15, 2022/01/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) How many times do I have to explain to you that your sales team failed to inform me that I was afforded such a rescission period? Why do you continue to ignore this? The timeshare ownership has turned out to be NOTHING that was promised to me by your sales team. I had no idea that the contract I was signing was completely different than what was verbally represented by your sales team and what was originally agreed upon. Your sales team scammed me into signing a contract that was entirely misrepresented. I am not happy with this timeshare ownership and I refuse to do any future business with Hilton Grand Vacations. This matter is not resolved until I am released from the contract. Business Response /* (4000, 17, 2022/01/31) */ Dear Janice ********, The rescission period is disclosed in the Purchase Agreement of your contract. This page was signed by you at the time of purchase. Our decision stands that we are unable to cancel your contract. Our Club Counselor remain readily available to assist you with the many travel options you have using your ClubPoints. You may contact a Club Counselor at ************** (toll free; U.S. and Canada) or ************ (International). Sincerely, Membership Support Hilton Grand Vacations Consumer Response /* (4200, 19, 2022/02/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) How many times do I have to explain that your sales team failed to inform me that I was afforded a rescission period? What part of that do you not understand? It is your company's responsibility to ensure that what I was signing matched what I was told. This was not the case for me. A consumer should never have to second guess what they are signing if they are dealing with an honest and reputable company. Clearly, Hilton Grand Vacations does not fall under that category, which is even more the reason why I want to be released from my ownership. Business Response /* (4000, 21, 2022/02/28) */ Dear Janice ********, The rescission period was disclosed and acknowledged with your signature on November 26, 2019. Our decision stands that we are unable to cancel your contract. We remain readily available to assist you with your travel options. You may contact HGV Member Services at ************** (toll free; U.S. and Canada) or ************ (International). Sincerely, Membership Support Hilton Grand Vacations

• Initial Complaint

  12/01/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We decided to go to Vegas in April 2021 but knew we were only able to do so because we agreed to sit through a timeshare presentation. The presenter was a retired Airforce Officer and spoke on how much Hilton loves serving our country's military men and women and that they would provide military discounts. Fred served in the Marine Corps and then moved into law enforcement and served over 28 years so this hit home for us. We were told how amazing this would benefit our family. Rodney, our sales representative, told us that purchasing a timeshare would save us a significant amount of money when traveling and that there were hundreds of resorts available near our home. We are absolutely devastated that Hilton was able to use a retired military member to stand up and present this information knowing **** well that what was going on in that presentation was wrong. That speaks volumes about Hilton and what they think about the people in the room that are willing to listen to your presentation. We were told that this timeshare would allow our entire family to travel to a resort style location every year at almost no out of pocket expense. Not true. We were not told that we had a 5 day cancellation policy so once we arrived back home and we started to really look at the documents we signed, we realized this was not at all what we were told in the presentation. We were told booking a trip would be easy and affordable but there was no availability and tons of hidden costs. Not only does this depict a poor business operation, but it also demonstrates that Hilton thinks that they can lie and manipulate people into a contract by verbally promising things that can not be promised. We were misled, lied to, and taken advantage of. We want out of our contract. What Hilton is doing is a business scandal and has to be brought to light.

  

  Business response

  01/20/2022

  Business Response /* (1000, 9, 2021/12/16) */ Dear Fredrick ****, Our Portfolio Services team mailed you documentation on December 15, 2021. They are awaiting a response back from you to proceed. If you have not received this documentation, please let us know and we will find alternate means to communication. Sincerely, Membership Support Hilton Grand Vacations Consumer Response /* (3000, 11, 2021/12/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have not received any documentation from your Portfolio Services team. Please have your team resend the documentation to our emails. Business Response /* (4000, 13, 2021/12/23) */ Dear Fredrick ****, Our Portfolio Services team has resent their documentation to you by email on December 23, 2021. If you do not see this in your inbox, please check your spam folder as well. If you did not receive it, please let us know and we will find alternate means of communication. Sincerely, Membership Support Hilton Grand Vacations Complaint Response Date bumped because: Holiday Consumer Response /* (4200, 15, 2022/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) We received the termination documentation and have returned the documents certified mail to Hilton Grand Vacations. Please provide us with confirmation that you have received the documentation and when the termination of our ownership will be completed. Business Response /* (4000, 17, 2022/01/13) */ Dear Fredrick ****, Our Portfolio Services team emailed you on January 13, 2022 to confirm the documentation has been received. We are glad this has been resolved to your satisfaction. Sincerely, Membership Support Hilton Grand Vacations Consumer Response /* (2000, 19, 2022/01/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) While technically we did receive what we asked for, because we were released from ownership. this was still a terrible experience. Just days before the company released us they sent our contract to foreclosure. This means that in order to get out of the contract we had to sign a Deed in Lieu of foreclosure. This basically affects our credit the same as a foreclosure. We are in the process of building a house. The FHA will now require us to wait 3 years before we can get a mortgage. We've never even had one missed payment before this debacle. And our credit score was 815. Now it's 690. And that's before the above mentioned Deed in Lieu has hit our credit report. BUYER BEWARE! This company lies.

• Initial Complaint

  11/30/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was sold a "vacation package" by Hilton paying a significant down payment, and when discussing what the package entailed the representative did not mention that it was a time share sales promotion. She did not explain that my family of 5 would not generally fit into the available accommodations, which are mostly reserved for 2. I found all of this out when I went to actually make the reservation. I had no idea Hilton even sold timeshares, and of course, there's no refunds, I am a longstanding Hilton Honors Diamond member and very disappointed that a Hotel chain that I have frequented for two decades would scam me like this.

  

  Business response

  01/04/2022

  Business Response /* (1000, 5, 2021/12/13) */ Dear Michael *******, We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. Your marketing package has been cancelled and refunded. Please allow 7-10 business days to see the funds reflected in your account. Thank you for taking the time to share your feedback. Sincerely, Membership Support Hilton Grand Vacations

• Initial Complaint

  11/30/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We are filing this complaint due to the lack of customer service and concern Hilton Grand Vacations has on our account. We have reached out to HGV four separate times and we have yet to receive any type of response. This is unacceptable and just adds to our long list of frustrations and disappointments we have towards this company. We have never been satisfied with the purchase of our timeshare, and we were given false information to convince us to sign and agree to a purchase. We have also realized that it is much easier to book hotels anytime and anywhere without paying any additional fees compared to using this timeshare. The staff told us that to get better accommodation we needed to upgrade, hence the upgrades to the timeshare. No upgrade has changed the timeshare one bit, all this has done is add to our outstanding debt. We are not able to book the vacations that we were promised. We have to pay additional fees for booking and other transactions that their staff never informed us about. We are also older and both experiencing health issues so future travel is out of the question. This timeshare is nothing but a waste of money and we have received ZERO benefits from it. We do not want our family to inherit this mediocre experience and financial black hole.

  

  Business response

  02/24/2022

  Business Response /* (1000, 9, 2022/01/10) */ Dear James ****, We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. Our Portfolio Services team mailed you documentation on January 3, 2022 addressing your concerns. Should you have further questions, please contact Portfolio Services. Their contact information is provided on the documentation. Thank you for taking the time to share your feedback. Sincerely, Membership Support Hilton Grand Vacations Consumer Response /* (3000, 11, 2022/01/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have checked my mail and email but I have not received the documentation that was sent to me on January 3rd. Please resend the documentation to me by me via email ASAP! Business Response /* (4000, 13, 2022/01/27) */ Dear James ****, The documentation sent on January 3, 2022 was sent to your attorney. Our Portfolio Services team will work directly with your legal representation to close this matter. Sincerely, Membership Support Hilton Grand Vacations

• Initial Complaint

  11/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a weekend stay back in June 26 -June 28th however was unable to go due to Covid reasons and canceled my say and how ever i am being charged .I tried to dispute with my credit card however it keeps getting denied .i have tried to contact the resort and everytime i call i get transferred to different departments and can never get a resolution. i am being scamed out of $326.22 and i don't believe i should be charged for something i did not attended.

  

  Business response

  01/04/2022

  Re: BBB Complaint: ******** Consumer: ***************************
  (Our Account No. N/A)
  Dear ****************:
  Please accept this letter as our formal response to your email dated December 2,
  2021, regarding the complaint (the "Complaint") filed with your office by Ms. ****************** against Diamond Resorts ("Diamond").
  ******* takes the concerns of our guests very seriously and we appreciate you
  bringing ********************** concerns to our attention and allowing us the opportunity
  to review and respond.
  After reviewing ********************** concerns, we must inform you that we are unable to
  locate an account or reservation at this time. If ****************** would like to provide
  a reservation number, we would be able to locate her stay.
  Sincerely,
  *************************
  Legal Assistant
  Corporate Headquarters
  See Attachment/File: BBB Response - *******.pdf

  Customer response

  01/11/2022

  hotels.com confirmation # **************

  

  Business response

  02/01/2022

  Re: BBB Complaint: ******** Consumer: ***************************
  (Our Account No. N/A)
  
  Dear ****************:
  
  Please accept this letter as our formal response to your email dated January 12, 2022, regarding the complaint (the "Complaint") filed with your office by ******************************* against Diamond Resorts ("Diamond").
  
  ******* takes the concerns of our guests very seriously and we appreciate you
  bringing ********************** concerns to our attention and allowing us the opportunity to review and respond.
  
  Unfortunately we are unable to search our database with a hotels.com booking
  number. Please provide the location where you stayed and we can review.
  
  Sincerely,
  *************************
  Legal Assistant
  Corporate Headquarters
  See Attachment/File: BBB Response - ******* 1.pdf

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made reservations for a conference hotel room over the phone (first mistake), at the end of the call the reservation agent transferred me to another Hilton agent for a special "vacation package" I qualified for. Thinking it was in reference to my Hilton Honors points I agreed to the transfer. The new reservation agent said I qualified for a vacation package of 6 days/5 nights to Hawaii at an extremely discounted rate. I wanted to know what the catch was they said, no catch I'd just get a couple hour tour of the property depending on the location I chose. When getting the confirmation email, I discovered this package was actually for a timeshare from Hilton Grand Vacations, and it's not a 2 hour tour, it's a two hour timeshare presentation. Timeshare was NEVER mentioned by the reservation agent! They did not disclose the number of guests I could have on this vacation, after looking into it further there appears to be income restrictions for the promotion, which they did not inquire about either. I've been completely misled and now have a $349 charge on my credit card and looks like I'm on the hook for the rest of the vacation package. Terrible business model as it appears there are no refunds even though they were not transparent or upfront about any of it.

  

  Business response

  12/14/2021

  Consumer Response /* (2000, 5, 2021/12/08) */ From: Hank **** <**********@gmail.com> Date: Tue, Dec 7, 2021 at 6:46 PM Subject: Re: BBB Complaint Case# ******** (Ref#XXX-XXXXXXX-XXXXXXXX-X-XXX) To: Better Business Bureau We were able to get our money back.

• Initial Complaint

  11/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I left a message upon checkout with ****** about the great displeasure we experienced with our recent stay at the Oceanaire Resort VA Beach. From being made to pay an additional resort fee with no food available or real amenities (I asked for conditioner and they said they don't have any on property). Having to prepay for the stay and the exorbitant amount of money for incidentals held is ridiculous. My husband called down Friday night about noise and smoking somewhere near us and no one did anything and our room smelled like chain smoke overnight. As we were checking out a couple behind us felt they couldn't share their disappointment with the stay, they were so exasperated they just wanted to leave and never return. I feel the same, except I want my money back. The experience was shameful and very poorly managed, and understanding the pandemic and holiday may have contributed to less staff or amenity availability, I should not have to bear the cost of the hotel's deficits. I am requesting a refund for the unnecessary inconveniences experienced. I look forward to hearing back from the appropriate levels of management that can adequately address and resolve this request as specifically sought.Since our checkout I've received a missed call from ****** and spoke later to *******. ******* shared that she was informed my husband who called only asked about whether smoking was allowed, which is ludicrous because we knew the hotel was non-smoking as that's a requirement we have when choosing places to stay. He asked if someone could come and check the suite area next to us as we had what smelled like marijuana smoke pouring through our room from the adjourning room. He was told that they might be smoking on the balcony, and the person said that was allowed. I have not seen where smoking on the property is allowed anywhere, but ******* then shared that security did not come to the room next door or to ours and we were not asked if wanted to change rooms which is policy

  

  Business response

  01/04/2022

  Re: BBB Complaint: ******** Consumer: *************************************
  (Our Account No. N/A)
  Dear ****************:
  Please accept this letter as our formal response to your email dated December 2,
  2021, regarding the complaint (the "Complaint") filed with your office by Ms.
  ************************************* against Diamond Resorts ("Diamond").
  ******* takes the concerns of our guests very seriously and we appreciate you
  bringing ************************** concerns to our attention and allowing us the opportunity
  to review and respond.
  After reviewing ************************** concerns, we must inform you that we are unable
  to locate an account or reservation at this time. If ********************** would like to
  provide a reservation number, we would be able to locate her stay at the Oceanaire
  Resort in ********.
  Sincerely,
  *************************
  Legal Assistant
  Corporate Headquarters
  See Attachment/File: BBB Response - *********.pdf

  Customer response

  01/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I booked through a third party (Expedia, which gave confirmation number: *********. Not sure if this is the same as an internal reservation number). Stay dates were 12/24-12/27. I have had several contacts by the organization since filing this complaint, but only adding insult to injury and no satisfactory resolution.

  

  Business response

  01/31/2022

  Re: BBB Complaint: ******** Consumer: *************************************
  (Our Account No. ************
  Dear ****************:
  Please accept this letter as our formal response to your email dated January 5,
  2021, regarding the complaint (the "Complaint") filed with your office by Ms.
  ************************************* against Diamond Resorts ("Diamond").
  ******* takes the concerns of our guests very seriously and we appreciate you
  bringing ************************** concerns to our attention and allowing us the opportunity
  to review and respond.
  As a preliminary matter, the resort fees associated with ************************** stay cover
  the cost of parking and Wi-Fi, both of which she used while on property. While she
  may not agree with the resort fees, ********************** acknowledged them at the time
  of booking and that she must pay them upon arrival. This information is provided
  at the time of booking regardless of if it was directly through Diamond or a third
  party site.
  Additionally, there is no indication that ********************** brought her concerns
  regarding her unit to the front desk during the course of her stay. We are able to
  relocate her unit or assist with any concerns during the stay, and cannot assist
  once she has already checked out.
  Based on the aforementioned information, ******* does not agree with Ms.
  *********** demand for a refund and will not provide the same.
  Sincerely,
  *************************
  Legal Assistant
  Corporate Headquarters
  See Attachment/File: BBB Response - ********* 1.pdf

• Initial Complaint

  11/26/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  So I booked with Hilton Grand Vacation Club in Las Vegas, NV. My reservation was for November 18-21 2021 so when we arrived at the resort it was 11/18/2021 around 1:30-2am. So I go up to the counter to check in they tell me I can't because they were still accommodating reservations from the 17th. I ask can I check in early they said no. So I had to purchase another night with another with resort fees and $100 hold. On top of the reservation I already had booked for. I at least thought they were going to say we can discount the night for you since it was the 18 when I arrived. I go down a few hours later to check in for my other reservation 18-21 and they tell me I'm already checked in. So I'm like how? So I ask for a receipt and the date for my check in was the Nov. 17 but it wasn't the 17th. They didn't explain to me that we had to request room cleaning service. The receptionist told me she didn't like my attitude so I had to shut my mouth and not say anything to her or my reservation would be canceled. Now I don't know if she said that be cause I was African American or what but I was never disrespecting her in any way. So for her to say she didn't like my attitude had me feeling like if something came out my mouth that she didn't like that I would lose my reservation and that was $600+ and I shouldn't have had to feel that way as a customer. When I get to my room it was hair in the bathroom like they didn't even clean. I uploaded pictures of the hair in the bathroom as well an clearly you can see that the hair is blond. I am very disappointed. I can explain better over phone call if needed. Thanks.

  

  Business response

  12/23/2021

  Business Response /* (1000, 5, 2021/12/09) */ Dear Shannon ******, We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. Our Resort Front Office Manager emailed you on December 8, 2021 to address your concerns. Should you have further questions, please contact HGVClub on the Boulevard. Their contact information is provided on the email. Thank you for taking the time to share your feedback. Sincerely, Membership Support Hilton Grand Vacations

*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. ↩