“Promises are worse than lies. You don’t just make them believe, you also make them hope.”
It’s not often we get to quote Marilyn Monroe here at Timeshare Facts.
But her experience with broken promises sprang to mind when we came across one owner’s despairing story among the hundreds of complaints against Hilton Grand Vacations on file with the Better Business Bureau.
In this case, the problem wasn’t just the promises made during the sales presentation, it was Hilton’s unkept promises to help when the owner ran into hard times that pushed them to the limit.
“Every part of this whole experience has been appalling.”
Like we said, it wasn’t just the sales presentation – although that seemed bad enough.
“I purchased a membership during a global crisis (COVID-19), never got a chance to use it, and I’m stuck paying for it annually.”
“What makes it worse is that I thought I had bought an annual points system, only to find out it’s every other year.”
“I was utterly led astray when I made the purchase.”
But the situation wasn’t completely hopeless, at least not yet.
Unlike some owners, this one had cause for hope after contacting Hilton about exiting the timeshare.
Unfortunately, as they explained to Hilton in January, it proved to be false hope
“I am extremely frustrated with Hilton and disappointed by the lack of proper communication on your part.”
“I have been waiting for weeks for [Hilton’s sales agent] to contact me, as promised, to discuss exiting my membership.”
“Despite scheduling a specific time for her to call (December 13th, 2024) I have yet to hear from her.”
Troubling.
But maybe the original contact who gave them hope in the first place can help?
“[INITIAL AGENT’S NAME WITHHELD], who initially emailed me on December 11th, 2024, from your Resolution team, has failed to follow up.”
Then again, maybe not.
And that’s what caused the owner to lose hope after nearly two months of trying to get answers.
“Where’s the resolution? Where’s the customer service and care?”
Good questions.
“I’ve reached my limit.”
Understandably so.
We sure hope Hilton will eventually get around to keeping their promises.
But there may be some REAL hope on the horizon.
A few months ago U.S. Senator John Curtis (R-UT) and Senator Adam Schiff (D-CA) introduced the Timeshare Transparency Act (S.3502) – basically a long overdue “bill of rights” for timeshare consumers.
The bill sets out clear, commonsense requirements for timeshare companies, so consumers understand exactly what they are purchasing:
- Total Cost Disclosure: Requires a single document itemizing all acquisition and maintenance costs (including fee increases).
- 14-Day Cancellation Period: Grants buyers in all states a 14-day, penalty-free period to cancel contracts.
- Exit Options: Requires clear, documented procedures for exiting ownership.
- Review Period: Allows buyers to review documents privately without high-pressure sales staff present.
- FTC Enforcement: Empowers the Federal Trade Commission to enforce these regulations.
To be considered further by the U.S. Congress, the Timeshare Transparency Act needs more support. If you agree, contact your U.S. Senators and U.S. House Representative.
Tell them you support the Timeshare Transparency Act (S.3502). Share your own timeshare horror story. Tell your representatives you’re tired of seeing families “misled and flat-out lied to” by an industry that seems to value profits over fairness and transparency.
- Find your Senator: senate.gov
- Find your Representative: house.gov
You can also contact Mark Wang, the CEO of Hilton Grand Vacations, and ask him to stop ignoring the commitments Hilton makes to customers, and fully disclose timeshare exit procedures. Mark’s email is mark.wang@hgv.com.
Next, let’s find out what, if anything, Chris Nassetta, President and CEO of Hilton Worldwide, is willing to do to restore customers’ faith in Hilton. His email is christopoher.nassetta@hilton.com.
Finally, let’s see if Jason Gamel, the President and CEO of the American Resort Development Association (ARDA), the trade association that represents the timeshare industry in Washington, DC, is willing to weigh in to support the Timeshare Transparency Act. You can email him at jgamel@arda.org to see if he will support requiring clear, documented procedures for exiting ownership.
Is your timeshare company in need of a consumer bills of rights? Tell us why by emailing info@timesharefacts.com
Tell us your story at info@timesharefacts.com
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