Hilton Grand Vacations

Hello. This email is intended for the investigation unit regarding member #18303****.

I was sent a request for an investigation last week, and I was told I would hear from someone. I am still waiting to hear from someone in your company, so I am proactively reaching out and telling my side of the story. Also, the fact that your company is investigating itself is concerning, but I will give everyone the benefit of the doubt. My husband and I were honoring our new membership orientation in Williamsburg, VA, when we went to the required sales pitch to upgrade.

Although we were okay with what we had and had no intention of upgrading, we were browbeaten and coerced into upgrading our tier. For the record, I would like to say that the Hiltons sales strategy is very demanding, pushy, and deceptive. We upgraded our membership on October 2nd, 2023, with the promise that we would be assisted by Phil and the Russian lady in using our paid-off house to apply for a home equity loan due. I never received assistance to make the home equity loan, and I was coached by Phil and another worker who had a Russian accent, not to mention them helping me with this additional task when my husband and I went to close on our timeshare.

The tactics used were unethical, illegal, and so harsh that we were made to feel stupid and foolish about keeping the current bi-annual policy when we were sitting on money (thats what one of the staff said) in the unused equity of our house. We have never used our house in this manner before, but after being made to feel like we were losing money with our current arrangement and being reassured that when the time came to pay off the loan, they would help us-we reluctantly agreed to this new contract. Again, let me reiterate: The only reason why we got into all this is because we were constantly reassured that we would have all the help and assistance needed to complete the Home Equity loan when the time came. I have heard nothing from them to date.

I have evidence from Phil emailing me his number with the verbal promise that once everything settles, he would assist me in the next step. I also have proof of me reaching out to him on 10/2, 10/4, 10/25, and 10/26 because of his promise to help. Because he never followed through, we now have a more enormous bill and significant responsibilities. I have notified my attorney regarding this, and one of the strategies is to make this company's predatory sales tactics public as well as sue, but I do still believe in the product even though I did not appreciate the unscrupulous tactics deployed by the sales force to get me and my husband to commit to something we were not initially interested in.

I hope this situation can be rectified in the easiest way possible where all parties are satisfied- some staff need to be terminated, and other staff better trained. Regardless, this matter is something that needs to be taken care of before I go further with my attorney.

I am interested in letting the company see what they can do to help us. Thank you for your time and attention, and I look forward to hearing from you soon.

Talked to an agent on Wednesday, March 28th about the possibility of my vacation being changed to another location. It was last minute but the agent checked to see if another property was available.

It was. She then proceeded to tell me that i would have to pay an additional $580. I explained to her thar my paperwork covered up to 6 people which included the villas. I had to fax my original contract and then was informed that her supervisor would try to make the changes and email or call me back.

I never received either. I sent an email on 2-29 and 3-1 no response. Poor customer service.

I love the Hilton brand but I'm very disappointed with the non communication. Thank you

Dear Hilton Grand Vacation Resort Team,

I hope this email finds you well. I am writing to express my disappointment and frustration regarding my recent stay at your resort from January 28 to January 31.

Upon our arrival, we were assigned rooms at Tucker Home, specifically room numbers 111309 and 111504.

Throughout our stay, we faced several issues that significantly impacted our experience.

One major concern was the ongoing maintenance in the parking lot, preventing us from parking close to our rooms. While I understand the need for upgrades, it was disheartening to have this done during our vacation, and it would have been appreciated to have the option of rooms away from the construction area. Furthermore, my nephew had a distressing encounter with a vendor involved in the parking lot maintenance, displaying rudeness during our attempts to navigate the area with a baby and stroller.

Another significant problem was the broken elevator that serviced the third and fifth floors.

We had to navigate five flights of stairs with a stroller, and what added to our frustration was the lack of communication from hotel personnel regarding the elevators status.

These issues collectively created a stressful and disappointing vacation experience, leaving a negative impression of Hilton Hotels. I trust that you take customer feedback seriously, and I hope that steps will be taken to prevent such situations in the future.

Thank you for your attention to these matters, and I look forward to hearing from you soon.

Sincerely,

Araceli Abella

WORST DECISION EVER!!! DONT GO WITH DYMOND RESORTS/HGV

Wouldnt even recommend this to my worst enemy, the whole thing was a setup from the beginning.

Was told to lie about income and marriage status just to see the presentationwhich was all a joke . The one who sold the dream idea to me at the Cancun resorts said the points are equivalent to dollars. So if I wanted to book a room thats worth $200 it would be 200 points give or take a few .Was told the club fee was $932 Then it changed to $1850 with no real explanation. THEN for 10k over a term of 10years I would get 55k points .

To book a room its a minimum on 30k points soooo to spend almost $11,100 to vacation somewhere one time out of 10years is ridiculous. And lve been having the hardest time reselling/finding a creditable attorney. Its better to save your money and plan the trips out yourself vs a time share. The customer service they have is the worst Ive ever experienced, the amount of times Im hung up on and told different information depending on who Im talking to is ridiculous.

Also after signing up they said I didnt have to go to the new member orientation then two weeks later a lady called and extremely tried to pressure me into going and spoke super fast like they all do. If I can save everyone from signing up I would.

I can go on forever but the biggest corporation scam Ive ever experienced. I couldnt have a job being so misleading my whole life like them.

Date of experience: October 23, 2023