Last year, after seeing a ton of advertising for a HGV vacation package for $999 that included 5 days/4 nights at the Grand Wailea in Maui, I called and bought the package last March, 2022. Throughout the conversation I kept asking her to reassure me it was, in fact, for a stay at the Grand Wailea. She confirmed that it was, and she gave me 18 months to use the package.

I called them a few months later in June 2022 to book my dates. I also asked the lady at least 3 times to confirm it's definitely for the Grand Wailea, to which she confirmed yes it was, and she was checking their availability. They didn't have anything available until the following May, 2023...so I took those dates. Figured I would take what I could get!

When I got the confirmation email, it listed "Hilton Brand Hotel" as the accommodations, which freaked me out a bit so I called them back a few days later to again confirm it was for the Grand Wailea, to which she reassured me that it was.

.....

Now it's February, 8 months have gone by since I booked my vacation package dates and as it approaches May, I want to schedule my flights, I'm researching the resort for hours, getting excited... But I read how some people ended up getting put into other hotels, and I'm still a bit sketched out that I still have no written confirmation that we're booked at the Grand Wailea, so I just called them to confirm again. The guy on the phone says "No, your reservation isn't for the Grand Wailea..Your booking is for the Royal Lahaina. My system actually shows no availability at all for the Grand Wailea." He also told me that no complaining would change anything, and essentially all I can do is cancel and then call them weekly to see if the Grand Wailea becomes available again this year.

How is this legal? I just don't understand, that despite booking it so far in advance (11 months!) and being so diligent by checking in with them repeatedly, how I've still been bait-and-switched.

I might try calling them again tomorrow even though he told me there was nothing he could do to help me and no one else I could speak to. I had a full-on breakdown/panic attack after that phone call...I'm very non-confrontational. But this was straight up false advertising. If they recorded those phone calls (which they claim to do), they'll hear them repeatedly reassure me I was booking the Grand Wailea. She even had to check their availability directly to get me my dates!

If I don't get anywhere by talking to someone else tomorrow, then I guess I will file a chargeback with my credit card company for false advertising and hope I can get my money back. :(

So bummed after getting all excited about this trip for a YEAR. Such a freaking waste of time.

Anyway if anyone has any input or advice I appreciate it. :)

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**UPDATE: 2/23/2023**

After contacting them through Facebook messenger last week, I got a call back today. They said they are working to resolve my request and are trying to get me booked at the Grand Wailea for my original dates, and we should find out no later than Monday. If those dates don't work, I mentioned I was flexible and he said we would try a second set of dates if these don't work...and that if we still can't find availability, they will honor a full refund! I'm happy with this, so far. Will add another update once it's all officially resolved!

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**FINAL UPDATE: 2/24/2023**

Just received another call from the same agent with an update -- They were able to book me at the Grand Wailea for my original dates. Everything is solved! I logged into my account and I can see it as well. WOOHOO! So glad to have that sorted out, and relatively quickly & pain-free. Good luck to everyone else dealing with this problem! Just be persistent. :)