• Report: #106903

Complaint Review: Hilton's Grand Vacations Club

  • Submitted: Fri, September 03, 2004
  • Updated: Wed, May 14, 2014

  • Reported By:San Jose California
Hilton's Grand Vacations Club
8128 Arrezzo Way Oralando, Florida U.S.A.

Hilton's Grand Vacations Club Ripoff Scam Con Corrupted Swindlers Liars Cheats Sleazy UNtrustworthy Slippery DIShonest FRAUDs FAKE Pretenders HYPOCRITEs PHONies Decievers RIP-OFFS BAMBOOZLERS Oralando Florida

*UPDATE Employee ..inside information: Hilton Grand Vacations is awesome..

*UPDATE Employee: A Huge Mis-communication

*UPDATE Employee: A Huge Mis-communication

*Consumer Comment: An owner's perspective.

*UPDATE Employee: Hilton Grand Vacation Club is the best in timeshare

*UPDATE EX-employee responds: You are incorrect Tickets cost us money

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The Hilton Grand Vacations Club in Orlando, Fl. is a scam of a place. I was given a call by their telemarketers and offered a vacation package for 4 days and 3 nights at the Disney World Resort in Orlando as well as 4 tickets to Disney World for only $99 total if I would attend their TimeShare Presentation. I agreed and flew my family to Orlando.

When my family and I got to Orlando we actually had to stay at the Embassy suites (owned by Hilton) not the Disney World Resort. I asked them, when will I get my tickets to Disney World and they told me after the time share presentation. So, the following day I sat through their presentation and even bought a timeshare from a salesperson named Carlos(?) he claimed to be a son of a Spainish diplomat and his wife is an oral surgeon(I don't remember his name that is why I am giving you a discription).

I should of known that he and his manager Alex Llorach was shady when they told me what to put on my credit application. But the icing on the cake was when I asked for my tickets to Disney World and they told me that they didn't have tickets for me this time but they will have them for me the next time I come to Orlando. I was pissed off and cancelled my timeshare and demanded the tickets they promised me. Needless to say neither Alex Llorach or his manager Micheal Carter honored their promise. I was lied to, mis led and then mis treated by the people at Grand Hilton Vacations Club. I have tried more than several times to reach someone to help me resolve my concerns and have gotten the run around.

I do not want anyone who has a family to have to go through what I went through. Please be warned about the Hilton Grand Vacations Club and their sales staff. They are dishonest and fraudulent people. Please have everything in writing before doing anything with anybody...

Dung
San Jose, California
U.S.A.

This report was posted on Ripoff Report on 09/03/2004 04:54 PM and is a permanent record located here: http://www.ripoffreport.com/r/Hiltons-Grand-Vacations-Club/Oralando-Florida-32821/Hiltons-Grand-Vacations-Club-Ripoff-Scam-Con-Corrupted-Swindlers-Liars-Cheats-Sleazy-UNtr-106903. 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 ..inside information

Hilton Grand Vacations is awesome..

AUTHOR: Rod - ()

I really don't like the fact that this person would bash such a company but I can understand because you just want to be heard even if you add things to your story to make it more interesting. 

If a Vacation Advisor forgets to mention one thing on the call Quality Assurance makes us call the guest back immediately and depending on the impact of the information that was improperly delivered, distorted, or not mentioned could minorly, or majorly effect that Advisor position with the company. We use these calls for training purposes, to monitor Vacation Advisors progress with their position and title, and to protect guest from unlawful business practices. Also, just like one of our previous employees stated, we had to read the verification script word for word plain and clearly. We have to confirm on more then one occassion during that call that the guest are not promised anything that was or wasn't mentioned through this verification process.

I am 99.8% sure that more then half of these accusations are not true. Product knowledge is very, very, very important with a telecommunication sale. However, if it is a chance that their disputes were not handled to the perfection that the unhappy guest expected, in my opinion, maybe Hilton Supervisors went back to the recorded call and to confirm what was verified on the orginal call and then reminded this person of everything that was disscussed and it was nothing Hilton could do because on the business and paper trail portion of the transaction was handled rightfully in the protection of this guest and Hilton. However, maybe, just maybe this guest didn't like this outcome and figured they would try to stop a few dollars from going to Hilton with this post. Highly unaffective... Also, there are laws that legally protect our guest from Hilton and any other business from taking advantage of them.

I'm a proud employee of Hilton Grand Vacations and we practice business in the most professional manner possible. That is why we are The Vacation Ownership Division of Hilton Worldwide, a name you can trust. 

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#2 UPDATE Employee

A Huge Mis-communication

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

From the sound of your complaint you weren't fully understanding the way our packages are conducted.

For the Orlando package you get 4 days and 3 nights accomidations in one of four of our propertys, The Tuscany (resort on international dr.), The Double tree (Universal Studios), The Seaworld Resort, or Embassay Suites in Downtown Disney. Accomidationing from 2-6. All packages are pre-payed through the VACATION ADVISOR ie:telemarketer, unless deposits are available. After the two hour Vacation ownwership tour there has never and will never be PArk tickets, you were sadly mistaken. Sometimes our property hands out wrist bracelets with early acsses to the parks, and Treasure Island, NEVER park tickets, HOW MUCH MORE COULD YOU REALLY EXPECT. We give you a room for anywhere from 150-500 total package depending on size of your family in a HILTON hotel not a Budget Suites, or Holiday INN. You if you travel with us usually pay triple that for that amount of days, and you had to have traveled with one of our propertys to be selected it's not opened to the general public. To name our propertys, Embassay Suites, Double Tree, Hampton Inn, Hilton Garden Inn, Hilton, Conrad, Waldorf, Home Wood Suites, and Hilton Grand Vacation Club resort property. We own 3,700 resorts world wide and 2,800 participating hilton family hotels worldwide were an 88 billion dollar a year corporation I'm sure Conrad Hilton (owner) doen't need your 200.00 or so dollars to stay in bussiness but in this case you were mistaken. We sell over 150 packages a day in our call center in vegas alone, we aren't hurting for bussiness, and if we were a scam why are there a few insignificant reports on this base? After the timeshare tour we are only promising a SANU stay the night on us ceftificate from 1-200.00 dollars toward a future stay with us in the orlando package, nothing more, nothing less, we pretty much pay you to stay with us in a Gold Crown resort, is that not enough. Nothing in the worlds for free and you were naive to believe so. All the calls are recorded and we read through a verify script word for word, of everything we offer, were you listening. If your that concerned why not call the hilton service line i'm sure we'd be happy to wygant the actual call, and then see whose to blame, i'm sure we aren't. Hilton prides itself on customer service. Were the one company out there that doesn't hide the small print, we always delivver what we promise. It's a fabulous package I only wish I had the oppriyunity not even my coporate discount is that close to free. You should be thanful that we gave you the accomidations, next time pay 2000.00 dollars thriough disney and then complain.
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#3 UPDATE Employee

A Huge Mis-communication

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

From the sound of your complaint you weren't fully understanding the way our packages are conducted.

For the Orlando package you get 4 days and 3 nights accomidations in one of four of our propertys, The Tuscany (resort on international dr.), The Double tree (Universal Studios), The Seaworld Resort, or Embassay Suites in Downtown Disney. Accomidationing from 2-6. All packages are pre-payed through the VACATION ADVISOR ie:telemarketer, unless deposits are available. After the two hour Vacation ownwership tour there has never and will never be PArk tickets, you were sadly mistaken. Sometimes our property hands out wrist bracelets with early acsses to the parks, and Treasure Island, NEVER park tickets, HOW MUCH MORE COULD YOU REALLY EXPECT. We give you a room for anywhere from 150-500 total package depending on size of your family in a HILTON hotel not a Budget Suites, or Holiday INN. You if you travel with us usually pay triple that for that amount of days, and you had to have traveled with one of our propertys to be selected it's not opened to the general public. To name our propertys, Embassay Suites, Double Tree, Hampton Inn, Hilton Garden Inn, Hilton, Conrad, Waldorf, Home Wood Suites, and Hilton Grand Vacation Club resort property. We own 3,700 resorts world wide and 2,800 participating hilton family hotels worldwide were an 88 billion dollar a year corporation I'm sure Conrad Hilton (owner) doen't need your 200.00 or so dollars to stay in bussiness but in this case you were mistaken. We sell over 150 packages a day in our call center in vegas alone, we aren't hurting for bussiness, and if we were a scam why are there a few insignificant reports on this base? After the timeshare tour we are only promising a SANU stay the night on us ceftificate from 1-200.00 dollars toward a future stay with us in the orlando package, nothing more, nothing less, we pretty much pay you to stay with us in a Gold Crown resort, is that not enough. Nothing in the worlds for free and you were naive to believe so. All the calls are recorded and we read through a verify script word for word, of everything we offer, were you listening. If your that concerned why not call the hilton service line i'm sure we'd be happy to wygant the actual call, and then see whose to blame, i'm sure we aren't. Hilton prides itself on customer service. Were the one company out there that doesn't hide the small print, we always delivver what we promise. It's a fabulous package I only wish I had the oppriyunity not even my coporate discount is that close to free. You should be thanful that we gave you the accomidations, next time pay 2000.00 dollars thriough disney and then complain.
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#4 Consumer Comment

An owner's perspective.

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

I am an "Elite" owner with Hilton. That means I own 14K or more points in their system. I have seen the good and perhaps the not so good in the resorts. I have stayed at the Orlando Resort several times. It is a fine resort. However, as in all resorts, sometimes things don't go as we would like.

On my last stay in November 2004, we were a bit disappointed. When we brought the issue to the attention fo management, it went unresolved. We were invited to come back and give them another try. Now, as I said, I ahve lots of points and could do so, but no offer of any kind of compensation was or has been offered since, so I doubt we will go back to this one again. We will saty at the new resort in town in the future.

As in all things, you are right, sometimes we hear more than is offered. The intro package is only for $99.00 accomidations, which does not say it will be at the resort itself. It basically says that if the resort is not available, equitable accomidations will be provided, which in this case, Embassy is. Some of the more expensive packages offer the tickets. But I have never seen them on the $99.00 one and I have owned with Hilton for 6 years, and sent a lot of my friends on the packages.

In my opinion, Hilton is the top of the time share industry. Period. The accomidations are the best, the point system is very flexible, it is consistant, and I have never, never, lost any of my points because I couldn't use them, exchange them or convert them. When I have had problems, except this last one, they ahve been resolved to my satisfaction.

If you're not happy, you could contact the HGVC Offices at 800-932-4482. i'm sure they would be happy to speak with you.
A satisfied owner.
PS. Pardon my spelling.
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#5 UPDATE Employee

Hilton Grand Vacation Club is the best in timeshare

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

First let me say i work for the Hilton Grand Vacation Club. I have worked for 2 other time share companies and i can say from experience that HGVC (Hilton Grand Vacation Club) is the classiest company i have ever worked for. They treat their employees great as well as their customers.

The vast majority of complaints that i have dealt with at the company were situations where the customer demands more than what they purchased, or they hear only what they want to hear when they were sold a vacation package. When a customer of the HGVC is upset, HGVC does everything they can to satisfy them.

Please do not let random people give HGVC a bad name. I would hate to see a great company get a bad name when it does not deserve to. I am not saying that we are a perfect company and we never make mistakes, but if we do make a mistake we do everything we can to correct it.

STILL there are a lot of people out there who only hear what they want to hear, or demand more than what they originally purchased. Don't let them give us a bad name. Why would Hilton start a timeshare company that would give it a bad name? Hilton has always stood by its quality. Wow i sound kind of corny saying that. I was not told to write these comments in any way by HGVC, but i stand by what i say.

In short, I think HGVC is a great company AND i work for them! That says alot in itself!
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#6 UPDATE EX-employee responds

You are incorrect Tickets cost us money

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

In response to your "complaint" about Hilton. The company offers vacation packages through many different means... such as outbound telemarketiing and inbound phone calls. I have worked for different vacations companies and I know from experience people do not listen... They sometimes hear what they want... I have had it happen to myself. I have been told I said... I know that I didn't
Hilton is very upfront and does not deceive people. Remember, the reason that you were offered the package is to attend a sales presentation. Why, would someone tell a lie and want you to you go on vacation and the be mad because you didn't get tickets on the tour. You would never buy anything, would you? We only want to send happy people to the resort to tour.

Tickets cost us money. You stayed at a Hilton owned Hotel, Embassy is normally sold for 125-150 per night and then 4 Disney Tickets go for 55 plus tax per ticket. You do the math. They are not going to give away the farm, just to send you on vacation, in hopes that you buy something.

You were offered 4/3 nights stay that did not include tickets. Also, when you completed your reservation another agent gets on the phone and verifies your package and what is included.

You are very incorrect. This complaint is not valid.
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