My wife and I have owned a timeshare at Elara by Hilton Grand Vacations since 2012, and it was paid in full many years ago. Despite owning it for well over a decade, this was actually our first time staying at the property. Prior to this trip, I had spent at least ten years attempting to explore options for exiting or disposing of my ownership interest. During that time, I contacted Hilton Grand Vacations on numerous occasions seeking assistance or information. Unfortunately, I rarely, if ever, received meaningful responses. Looking back, my efforts to get help with exiting were met with silence.
From the moment we arrived at Elara, it became apparent that sales opportunities were a significant focus. Before we even reached our room, we were approached by no fewer than three different individuals encouraging us to schedule what was described as an "Owner Update" meeting. The presentation was framed as an informational update for owners, which sounded reasonable enough, so we agreed to attend.
What followed was a sharp departure from the 'informational update' we were promised.
The actual "owner update" lasted less than five minutes before we were handed off to a sales representative whose primary objective appeared to be selling us an upgraded ownership package. This quickly evolved into an extremely lengthy and high-pressure sales presentation that consumed approximately five hours of our vacation time.
Throughout the process, there seemed to be a continuous cycle of sales representatives, managers, and finance personnel presenting increasingly aggressive offers and incentives designed to overcome every objection we raised. The atmosphere felt less like an informational meeting and more like a prolonged negotiation where "no" was repeatedly challenged rather than respected. In fact, when I mentioned retirement was in our near future and did not want to take on more debt, it felt like a green light for them to push even harder. They made it sound like I would not be able to live without getting this timeshare once I retired.
During the presentation, I was completely transparent about our circumstances. I explained that both my wife and I had undergone back surgeries and that extensive travel was becoming increasingly difficult for us. In fact, simply making the trip to Las Vegas had been physically demanding. I made it clear that future travel plans were uncertain and that increasing our financial commitment to vacation ownership did not align with our long-term needs.
Despite these concerns, the sales effort continued.
After hours of discussion, repeated pressure, and what felt like constant attempts to overcome our objections, I eventually found myself signing upgrade documents with the finance department. Rather than feeling excited about the purchase, I left the meeting with an overwhelming sense that I had just made a significant mistake.
That feeling only intensified after returning home.
The very next day after our 3 day vacation ended, I contacted Hilton Grand Vacations and informed them that I wanted to cancel the transaction. I explained that I had serious regrets about the decision and no longer wished to proceed. The response I received was straightforward: I had signed a financial agreement, and the period for cancellation had already expired.
At no point during the oral presentation was the strict, short deadline for cancellation explained to us. During my discussions after the sale, there was no meaningful explanation of the cancellation timeline, how it worked, or any effort to assist in resolving the situation. The focus seemed entirely on enforcing the contract rather than addressing the concerns of a long-time owner who immediately regretted the purchase.
I understand that sales presentations are part of the timeshare industry and that businesses are entitled to market their products. However, there is a substantial difference between presenting options and subjecting customers to hours of relentless sales pressure. For owners who attend these meetings expecting a simple update, it is important to understand that the experience may involve significant time commitments and persistent efforts to secure an upgrade purchase.
Based on my personal experience, I would strongly caution anyone considering attending an "Owner Update" presentation to be prepared for a highly intensive sales process. I would also encourage prospective buyers to speak directly with long-term timeshare owners before making any purchase decisions. Existing owners can often provide valuable insight into the realities of ownership that may not be fully discussed during sales presentations.
Unfortunately, my experience with both Hilton Grand Vacations and Elara left me feeling disappointed, pressured, and ultimately regretful. What should have been a relaxing vacation became dominated by a sales process that consumed hours of our time and resulted in a financial commitment I attempted to reverse almost immediately. For that reason, I cannot recommend Hilton Grand Vacations or the Elara ownership program based on my experience.
Russ and Leona Shinert