Club Traveler

You Spoke, We Listened

Hilton Grand Vacations cares about its Club Members. And, to ensure each Member’s needs are met, Club is listening to your feedback, wishes and concerns, and is committed to delivering excellent experiences.

Hilton Grand Vacations continues to collect Members’ feedback through surveys, like the 2016 Customer Engagement Survey, which led Club to better understand Members challenges such as those associated with securing top-choice reservations. With the help of Members’ feedback, Club identified challenges and are creating solutions on matters most critical to Members.

The changes made after reviewing Members’ responses in the Website Feedback Tab are a key example of insights inspiring action. This tab, which functions as an “in the moment” survey, allows Members to provide immediate feedback related to their interactions with the website. Members expressed a desire for the search availability tool to feature a slider functionality, as on the Revolution booking engine. Club listened and released a new search feature with this functionality in mind. In other words, Members’ feedback directly influenced Club’s digital enhancements.

More Outlets for Sharing Opinions

In addition to the 2016 Member Engagement Survey and the Website Feedback Tab survey, Hilton Grand Vacations also collects Member input through other surveys and questionnaires Other surveys include:

  • Anniversary Engagement Survey, which collects Members’ feedback each year on their anniversary month from year two and beyond.
  • Annual Member Satisfaction Survey, which allows Club to collect Members’ feedback and measure progress on key insights and goals identified by the 2016 Member Engagement Survey.
  • Post-Interaction Surveys, which review Member experiences with a Club Counselor. Following an interaction, Members may receive a survey, either by phone or by email, to collect feedback.

Thank you for sharing your feedback. Club wants to ensure that as HGV grows, it does so in a way that aligns to Members’ vision regarding a lifetime of vacations.

What’s Next?

Later this year, Members will see a new section on the Club website where all current Club Member surveys will live. This page will serve as a resource to confirm HGV initiated the survey.