• Report: #386034

Complaint Review: Hilton Hotels, Hilton Grand Vacations

  • Submitted: Wed, October 29, 2008
  • Updated: Wed, May 06, 2009

  • Reported By:Tampa Florida
Hilton Hotels, Hilton Grand Vacations
5001 Spring Valley Road, Suite 400-W, Dallas, Texas U.S.A.
  • Phone: 888-565-0206
  • Web:
  • Category: Hotel

Hilton Hotels, Hilton Grand Vacation Mislead me to believe I was going to receive an appreciative discount to travel within a year not requiring time share tour. Wrong Dallas Texas

*UPDATE Employee: NOT ALL TRUE A DEFINATE MISUNDERSTANDING

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Please be aware that Hilton employees very savvy outbound telemarketers to contact previous travelers to one of their hotels and/or subsidiary hotel chains. I traveled to a Hilton in Wisconsin over a year ago for a business trip and received a call from Scott Vaugn rep I.D. 15142 saying that they had a special promotion to encourage people to stay at one of their participating properties for 3 days and 2 nights within in a year. I asked him several times what the catch was and he stated no catch you just have to travel within the year.

That said, I knew of a business trip I was attending in NYC which was also one of the destinations partaking in the promotion so I skeptically took advantage of the offer. Scott was super smooth and friendly and stated he was a Hilton employee and made it sound like rotated to work the phones part time and also as a reservationist (which I believe is BS). Nonetheless, I asked several times within the call if there was a time share tour involved and was assured by Scott that there was not. Then, he proceeded to verify my credit card info etc and read me a disclaimer of which there was never any mention of a 90 minute tour.

What's extremely irritating about this situation aside from being boldly lied to, is that there was no verification system in place to catch this liar before billing me. How is that possible that Hilton would have such poor quality control? Furthermore, I discovered the lie about 2 days after enrolling as I called the reservation line to book a hotel and was told I have to attend a 90 minute presentation or I didn't get the rate. I hit the roof.

I asked to speak to several supervisors (Natalie and Edgar) of which I told them I would be filing a complaint if I didn't get a discount on top of my money back. I wasn't asking for a freebie just for them to honor what I wasted 45 minutes of my time for on a bs phone call. They said they didn't have the authority to honor any discounts but yet somehow they are part of the same company Hilton. I just want everyone to know that Hilton has poor customer service and doesn't have a plan in place to satisfy customers that are schemed out of their money when their corporately employed personnel lies to consumers. This is just the first stop.

Sean, Tampa, Fl

Sg
Tampa, Florida
U.S.A.

This report was posted on Ripoff Report on 10/29/2008 12:51 PM and is a permanent record located here: http://www.ripoffreport.com/r/Hilton-Hotels-Hilton-Grand-Vacations/Dallas-Texas-75244/Hilton-Hotels-Hilton-Grand-Vacation-Mislead-me-to-believe-I-was-going-to-receive-an-appre-386034. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

NOT ALL TRUE A DEFINATE MISUNDERSTANDING

AUTHOR: Dutchess - (U.S.A.)

It's unfortunate that you had a bad experience with oneof our vascation advisors IE: telemarketers, a wrongful misunderstanding at the least. I am a VA myself in the Las Vegas HGVC Corporate office, and the way we are trained is not to mislead or candy coat anything, honesty and persistance are the key to a successful hilton employee. As for the Mid-Manhattan package that we sell it is legite, we put you in the new york hilton, that could easily go for 3-1500 a night, for 399.00 for 3 days, a rate very hard to find, a rate better than our employee rates to be quite frank. You are given a full 12 months from the date of purchase, and FORTY FIVE days to book your dates with our resevationists. If you should need to re-book or re-schedule they certainly allow it with a 19.95 fee. The way we are trained to do our jobs is, an intro, purpose for call, qualifications, (which for NEW YORK is over 150,00 a year annual income, and then we state the package, next the two hour preview tour, our version of vacation ownership, IE: timeshare, and then we assume the bussiness. If at that point there is an objection we put on a closer, drop the rate, add in some gifts, and then it's a wrap. After the card information is taken we advise that we are to read word for word a verification script, covering all these core details, where your going, how many it accomidates, the package price, the length of time to use the package and to book dates, any gifts or incentives, additional fees for weekends or upgrades of the sort, 19.95 rescheduling fee 199.00 admin fee for cancelations with less then 2 month before arrival dates, qualifications, and that you must attend the vacation ownership tour, approximently 2 hours long {120 minutes). All of our calls are recorded and if you needed to please feel free to contact the tool free complaint line and ask for the wygant, i'm sure we covered it. It is possible the agent that first contacted you avoided the timeshare question, which is frowned upon, yet it is protocol, and an automatic resignation to not read the verification script. The tour is the reason we give the discount in the first place, in hopes that if you are a frequent traveler you will buy into our program. Lets be real why else would we ask for income estimation, honestly we could care less, but I make about 20k a year and I can tell you I would never buy a timeshare, but I would buy a 399 package to NYC see why we don't allow my income clientelle on the tours, lets be real hilton isn't a 88 billion dollar a year corporation buy practly giving away accomidations for a few bills. I'd hate to have one bad egg spoil a basket, a walk through time share tour is really quite little to ask for 3 days and two nights in the new york hilton for 400 dollars, not to mention the gifts you recieve. Your choice of $200 in explorer passes, or toward theater tickets, either $100 hilton dollars that pretty much buys you any food, gifts ect in the hotel, or 2 nights free parking, and not to mention the $200 SANU stay the night on us at one of our family brands beyond that trip anywhere in the domestic USA. Please when you break it all down your getting a free stay with a hundred dollar in the positive, long term, and two hours is that much to ask? Regardless it's unfortunate and I do hope this hasn't spoiled you from future bussiness with us at hilton, and just so we are clear HGVC (Hilton Grand Vacations Club) is hilton, we are all hilton employees, not a third party corporation, all Conrad Hiltons.
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