We’ll be the first to admit it.
Hilton’s more than a big company. It’s global.
It’s hard to keep everyone happy. Although a good first step for Hilton would be to put an end to all the high-pressure sales tactics, deceptive practices and dishonest timeshare sales pitches we’ve documented at Timeshare Facts.
Still, you’d like to think that when a customer comes to Hilton with a complaint, they are at least dealt with honorably.
You’d like to think that, but Hilton just makes it so darned hard!
Case in point: a customer complaint from earlier this year which we found among the hundreds of complaints against Hilton on file with the Better Business Bureau.
“On January 19, 2025 my husband (veteran) and I attended a sales presentation for a timeshare with Hilton Grand Vacations. We were grossly misled and pressured into purchasing a timeshare.”
Hence our feelings regarding Hilton’s sales practices.
“We were led to believe that the points we purchased could buy several weeks at luxury resorts however the information in the contract does not even address this issue and after doing some research it turns out that the number of points would amount to 4-5 days, depending on days of the week, every other year.”
That’s kind of a big difference!
“We have 10 days to cancel and did send a notice in writing by mail and by email.”
“I sent certified documents and express mail requesting this contract be canceled 1/27/25 and 1/28/25.”
So, just to be clear, they gave their notice of cancellation before the end of the rescission window on January 29.
Pretty cut and dried.
Hilton even said so in its public response posted with the Better Business Bureau.
“We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our team spoke with you on February 4, 2025 and resolved this matter to your satisfaction. Thank you for taking the time to share your feedback.”
Isn’t that nice?
It would be, that is, if the conversation had actually happened!
The customer’s response tells a different story.
“I am rejecting this response because: I did not speak to anyone on February 4, 2025 or at no time since this contract.”
That’s outrageous!
Not only was the complaint not resolved – the conversation Hilton referenced never even took place!
C’mon, Hilton!
“Again, I have not spoken to anyone and I will only accept a cancellation of this contract.”
“As well, the nature of their response further lets me know that this company is ‘shady’ and I do not wish to do business with Hilton Grand Vacations Club.”
No kidding.
Perhaps we can ask Mark Wang, the CEO of Hilton Grand Vacations, to shine a little light on the shady goings on at Hilton. Let’s email him at mark.wang@hgv.com to see if bogus resolutions are the way Hilton is taking care of complaints these days.
And let’s see what Chris Nassetta, President and CEO of Hilton Worldwide, thinks of these phantom phone calls Hilton claims to be making. Email him at christopher.nassetta@hilton.com.
We also wonder if Jason Gamel, the President and CEO of the American Resort Development Association (ARDA), the trade association that represents the timeshare companies in Washington, DC can illuminate us about what’s going on at Hilton. Email him at jgamel@arda.org.
Is your timeshare company leaving you in the dark? Use this list of ARDA VIPs to ask your company’s leaders to explain themselves.
Want to spotlight your timeshare company’s poor performance? Tell us your story at info@timesharefacts.com
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