“Hilton is one of the most respected brands in the world.”
At least, that’s what they claim on their website.
Go ahead, take a look. It’s right there under the photo of the company’s founder, Conrad Hilton.
So, you’d think they would be more than a little concerned about the hundreds of complaints that owners have filed with the Better Business Bureau against the timeshare scheme, Hilton Grand Vacations.
But as this complaint shows, the respect for the Hilton brand that is used to leverage more timeshare sales isn’t exactly reciprocated to its customers.
“I feel deeply taken advantage of by Hilton Grand Vacations.”
Well, there you go.
“The sales presentation led me to believe that buying this timeshare would save me more money compared to using booking sites for vacations. I was repeatedly told that this option was superior due to its association with the Hilton brand and its luxurious resort amenities.”
Funny how the “B word” – brand – keeps popping up.
“The sales presentation, initially advertised as a 90-minute session, extended to 3 hours due to constant pressure from multiple salespeople.”
While the 3-hour marathon provided the Hilton sales agents plenty of time to extol the Hilton brand, it curiously didn’t allow enough time to share information that really matters.
“I was promised at least two weeks of vacation time at a resort of my choice, which turned out to be false. The package sold to me was too small to even use and they sold it to me knowing I would have to purchase an upgrade in order to use the timeshare.”
That seems like something kind of important to leave out.
But that wasn’t all Hilton didn’t have time to share with the owner.
“Critical information such as annual maintenance fees for bi-annual points was never disclosed to me.” “Throughout the presentation, I was bombarded with high-pressure sales tactics filled with misleading information and lies, leaving me no opportunity to make an informed decision.”
And the disrespect toward the customer didn’t stop after the sale was made.
“Since February 2023, I have been attempting to terminate my timeshare contract. Despite multiple conversations with different representatives, my request have been met with the same dismissive denials.”
“Dismissive.”
That’s not particularly respectful.
But, based on all the complaints we’ve read, it does seem, well, “on brand” for Hilton.
Why doesn’t Hilton Grand Vacations respect its customers enough to admit that it is living up to the expectations of the Hilton brand?
That’s a question Mark Wang, the CEO of Hilton Grand Vacations, should answer. Let’s email him at mark.wang@hgv.com and see if he’ll give us the respect of a reply.
What would Conrad Hilton think of the damage that all of this is doing to his family name?
Maybe Chris Nassetta, President and CEO of Hilton Worldwide, can tell us. Let’s ask by emailing him at christopher.nassetta@hilton.com.
And Hilton isn’t doing the reputation of the timeshare industry any favors with its dismissive treatment of customers. That should concern Jason Gamel, the President and CEO of the American Resort Development Association (ARDA), the trade association that represents the timeshare industry in Washington, DC. Let’s find out how much by shooting a note to Jason at jgamel@arda.org.
Still looking for some respect from your own timeshare company? Use this list of ARDA VIPs to contact your company’s leaders and let them know.
Were your concerns about your timeshare company dismissed, too? We’ll give them the respect they deserve if you share them with us at info@timesharefacts.com
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