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We’re committed to providing you with the information you need to make informed decisions around your travel and Club Membership. Please find readily available updates about your membership below, along with past communications that have been sent out for your reference.

Current Reservations and Upcoming Resort Stays

We are happy to announce, we have re-opened many properties and will continue to do so during the coming months. Visit HGV’s Travel Updates page for the most current list of properties that are open and any government mandates you need to be aware of before your stay. Please note we highly recommend all guests wear face coverings in common areas while vacationing at our properties to help prevent the spread of germs. Also, not all amenities and services are available at each property at this time. Please review the Resort Features section on each property page for a full list of available services and open/temporarily closed amenities when making your reservation.

We also continue to reach out to HGV Owners and guests, informing them of date changes to reservations at properties that continue to temporarily suspend operations. If you have an upcoming reservation at one of these properties, please check your email inbox for details.

Cancellation and Refund Policy

We understand that our Club Members may feel uncertainty about booking future travel during this time. To allow for travel flexibility and peace of mind, we are now waiving our reservation cancellation policy through the end of the year so you can cancel any time prior to check-in. Members will receive a full refund of Points and Open Season fees for any reservation cancellations made through December 31, 2020.

In addition, we are providing a refund of transaction fees for reservations that must be canceled due to a property’s extended closure. A list of the properties impacted and the dates that must be met for this refund are listed below:

  • Arrivals at the following resort for stays through August 31, 2020 and cancellations received by August 31, 2020 will be automatically refunded:
    • Hilton Grand Vacations at The Crane
  • Arrivals at the following resorts for stays through September 2, 2020 and cancellations received by September 2, 2020 will be automatically refunded:
    • Hilton Grand Vacations Chicago Downtown/Magnificent Mile
    • The Hilton Club – New York
    • The Residences by Hilton Club
    • Grand Waikikian by Hilton Grand Vacations Club
    • Kalia Suites by Hilton Grand Vacations Club
    • Lagoon Tower by Hilton Grand Vacations Club
    • The Grand Islander by Hilton Grand Vacations Club
    • Ocean Tower by Hilton Grand Vacations Club
    • Hokulani Waikiki by Hilton Grand Vacations Club
    • The Bay Club at Waikoloa Beach Resort
    • Kohala Suites by Hilton Grand Vacations Club
    • Kings’ Land by Hilton Grand Vacations Club
  • Arrivals at the following resort for stays through September 30, 2020 and cancellations received by September 30, 2020 will be automatically refunded:
    • The Hilton Club – New York
    • The Residences by Hilton Club
  • Arrivals at the following resort for stays through October 31, 2020 and cancellations received by October 31, 2020 will be automatically refunded:
    • Hilton Grand Vacations Club at Craigendarroch Lodges
    • Hilton Grand Vacations Club at Craigendarroch Suites

Applicable fee refunds will be processed within 5 business days. Because each bank has a different timeframe for posting refunds, please allow 5 to 7 business days for the funds to be credited to your account.

For tips on how to cancel or modify a reservation, read our Step-by-Step Cancellation Guide. Also visit the Travel Updates page for the latest COVID-19 news from HGV. 

Third-Party Exit Fraud Alert

HGV has received reports that a company claiming to be HGV is offering Owners the ability to reschedule future reservations or extend Points by paying a fee over the phone. These are not calls from HGV and HGV is not affiliated with this company. We caution you against engaging with these callers. Complete our Incident Intake Questionnaire if you suspect you’ve been a victim of this scam. Learn more about third-party fraud and how to protect yourself HERE.

Points Management

Your vacation dreams may be on hold, but our commitment to you isn’t. Here is what we are doing to address your concerns about your Points.

  • Previously Saved Points: We understand your available window to use Saved Points has been shortened. As a result, Points saved into 2020 have been extended through 2021. This adjustment was completed in April 2020.
  • Bonus Points: For as long as travel is interrupted, Bonus Points used for a cancelled reservation that have since expired will be returned and given a 60-day extension. We also extended Bonus Points that expired in April, May, June, July and August 2020 through June 30, July 31, August 31, September 30 and October 31 respectively. We will assess the situation every month and apply the extension as needed. This adjustment does not require any action on your part — we simply ask for your patience as we continue to implement this process.
  • 2020 ClubPoints: We are still evaluating how to address your abbreviated usage of this year’s ClubPoints. We are waiting until travel restrictions are lifted to consider our next step and how it will impact future inventory availability. Once we reach a decision, we will share it with you via email or through updates on this page.

Finally, please continue to visit the Points Dashboard to view your available Points and book your next stay.

Stan Soroka’s latest Club Member update
August 5, 2020
Dear Club Members,
Back in late May, I had the pleasure of attending the re-opening of Hilton Grand Vacations Club at Tuscany Village ...

A Message to Club Members from Stan Soroka
May 12, 2020
Dear Club Members,
As I write this communication, I feel optimistic about future travel: Countries and States are beginning to lift restrictions ...

Welcome From Stan Soroka
May 1, 2020
Dear Club Members,
Club Traveler magazine was created to serve as an aspirational tool for you — our Club Members ...

A Message From Chief Customer Officer Stan Soroka
April 20, 2020
Dear HGV Owners,
Our purpose at Hilton Grand Vacations is to inspire travel, and during uncertain times that role becomes complicated ...

A Message From Mark Wang, President & CEO Hilton Grand Vacations
April 10, 2020
Dear HGV Owners,
I wanted to reach out to you directly as the COVID-19 pandemic continues to impact every aspect of our daily lives. My thoughts are with you ...

New Updates About Your Club Membership
April 6, 2020
Dear Club Members,
I hope this letter finds you and your loved ones in good health. As we each face challenges relating to COVID-19, I want to reassure you that we are ...

An Update From HGV About Your Club Membership
March 30, 2020
Dear Club Members,
On behalf of the entire Hilton Grand Vacations team, I hope this email finds you in good health. We continue to monitor the impact of COVID-19 ...

COVID-19 Statement from Portfolio Services
March 30, 2020
Dear Valued Owner,
As we continue to monitor the evolving COVID-19 situation, the wellbeing of our Owners, guests and Team Members remains our highest priority ...

A New Update Regarding COVID-19 From HGV
March 23, 2020
Dear Valued Owner,
We find ourselves facing a global event that is evolving daily. And as we adjust our business operations in light of the COVID-19 ...

A Special Update Regarding COVID-19
March 13, 2020
To Our Valued Owners,
Like us, you have most likely been following news of the COVID-19 (novel coronavirus) outbreak. As you consider booking future travel or making ...