Craigendarroch Lodges Eligible for No-Cost DEX Enrollment

[HuskerATL]

I haven't deposited yet. They say I have to call in to do it, and the system is still only showing one of my weeks. I've emailed to ask why and haven't been given a response.

I had to call and email. You call, give all the info, and then they send you the enrollment form that you fill out and send back.

 

[Blues]

You need to enroll. Once you enroll, you will have access without depositing. Send an email through the Destination EU email address and they will send an email with the form to sign up. You can call also but they will send an email with the form.

Just know, if you deposit, they are depositing a lower tier than what is advertised in the DEX EU guide that they sent out.

I wish that were true. I enrolled, and sent in the enrollment confirmation form. All I've gotten back is an email requesting I deposit a week, and a phone number to do so. I also would like a web site with availability on it. I'd also like a membership number. Have gotten none of the above so far.

 

[HuskerATL]

I wish that were true. I enrolled, and sent in the enrollment confirmation form. All I've gotten back is an email requesting I deposit a week, and a phone number to do so. I also would like a web site with availability on it. I'd also like a membership number. Have gotten none of the above so far.

Have you received the email saying that you are enrolled? If so, then go to the below link and use your HGVC log in info:

https://www.hiltongrandvacations.com/ and then go to Sign In and select The Club

 

[GT75]

I've emailed to ask why and haven't been given a response.

Getting answers to question from DeX UK has been horrible.

 

[GT75]

I also would like a web site with availability on it. I'd also like a membership number. Have gotten none of the above so far.

We never received a membership number either until we were able to log into the website. Like @HuskerATL said, we received accessed once we emailed the form back (prior to depositing a week). We also complained that we were promised search capabilities (prior to depositing a week). At first that option wasn't available but then it became available. Honestly, this have been a terrible rollout with misinformation, non-answers to questions, significate issues with the tier levels and lack of information on how the website functions. The only reason that I am still interested in the program is because I see very good availability for several resorts that I could see myself exchanging into (in fact, 1 or 2 I would like to book now).

 

[Monkeyboy]

do we know what is considered a tier 4 on the Craig side?

 

[HuskerATL]

do we know what is considered a tier 4 on the Craig side?

according to them or the guide?

Here is the guide but they have been depositing each one tier lower than what the guide says.

 

[Monkeyboy]

according to them or the guide?

Here is the guide but they have been depositing each one tier lower than what the guide says.

View attachment 92753

thanks

 

[ekuck]

I deposited a week this morning. The deposit confirmation email has an attached DeX membership guide pdf that shows wrong weeks to tiers mapping. I just emailed them to point out the difference in that pdf compared to the online membership guide.

Shared%2bDocuments%252fGeneral%252fDestination%2bXchange%2bProces%2bfiles%252fDestination%2bXchange%2bDirectory.pdf (attachment)

The latest online DeX Europe guide does align to HGVC seasons and matches the graphic HuskerATL posted:
https://cmsprod.diamondresorts.com/sites/default/files/destination-xchange-guide-eu-member_7.pdf

It's possible they are using that internal pdf to map to the wrong tiers. I asked DestinationXchangeEU@hgv.com to reply.

 

[Blues]

Have you received the email saying that you are enrolled? If so, then go to the below link and use your HGVC log in info:

https://www.hiltongrandvacations.com/ and then go to Sign In and select The Club

Thank you. That appears to have worked. It takes me to a page where they want full contact information, which I'll fill out another time.

 

[HuskerATL]

Thank you. That appears to have worked. It takes me to a page where they want full contact information, which I'll fill out another time.

If you are enrolled, then your info should be there just not a deposit or the weeks that you own under the ownership summary section

 

[GT75]

I deposited a week this morning. The deposit confirmation email has an attached DeX membership guide pdf that shows wrong weeks to tiers mapping. I just emailed them to point out the difference in that pdf compared to the online membership guide.

This looks like the chart that they are using. This group certainly isn't forthcoming with information (which is one of my problems). It is almost like they are trying to sweep it under the rug.

 

[HuskerATL]

I deposited a week this morning. The deposit confirmation email has an attached DeX membership guide pdf that shows wrong weeks to tiers mapping. I just emailed them to point out the difference in that pdf compared to the online membership guide.

View attachment 92763
Shared%2bDocuments%252fGeneral%252fDestination%2bXchange%2bProces%2bfiles%252fDestination%2bXchange%2bDirectory.pdf (attachment)

The latest online DeX Europe guide does align to HGVC seasons and matches the graphic HuskerATL posted:
https://cmsprod.diamondresorts.com/sites/default/files/destination-xchange-guide-eu-member_7.pdf

It's possible they are using that internal pdf to map to the wrong tiers. I asked DestinationXchangeEU@hgv.com to reply.

I do see the difference now. Your table is from the guide that they sent out when you complete the form which is different than the guide that is link to in the marketing email, below

Here is the guide that was sent out with the enrollment form:

Here is the table in the guide sent out with the marketing email:

The interesting thing is that the DeX system agrees with this table in the Ownership Summary, here are our weeks at Craig Lodges in the Ownership Summary. We deposited Week 35 and 36 which, according to their system is 1 bed Peak Season and is Tier 4.

But, I think you right, they are assigning the season based on your table, see our deposits below:

But, even that is not correct but your table says that the Week 35 in 2025 should be Tier 4 but both are deposited at Tier 3...so our deposit doesn't follow either table...well, I guess it follows you table for Week 36.

 

[HuskerATL]

This looks like the chart that they are using. This group certainly isn't forthcoming with information (which is one of my problems). It is almost like they are trying to sweep it under the rug.

I am going to send them another email forwarding them the marketing table and then the table from the guide that they sent out but also showing what it says in the ownership summary in Dex.

 

[CalGalTraveler]

This is messed up. How can HGV change the tier level after they sent out a formal public announcement documenting that it is worth a higher tier. I was not advised of this when I deposited and did not learn about it until after the unit was deposited at a lower tier than expected.

 

[HuskerATL]

This is so messed up. How can HGV change the tier level after they sent out a public announcement documenting that it is worth a higher tier. I was not advised of this when I deposited and did not learn about it until after the unit was deposited at a lower tier than expected.

Even that doesn't fully solve the problem since our deposit doesn't align to either table.

 

[Blues]

This is messed up. How can HGV change the tier level after they sent out a formal public announcement documenting that it is worth a higher tier. I was not advised of this when I deposited and did not learn about it until after the unit was deposited at a lower tier than expected.

I agree. I haven't deposited yet, and now I definitely won't. How did my Week 10 go from Tier 4 to Tier 2? I'll just keep the HGVC points, thank you very much.

 

[ekuck]

I was able to talk to the HGV European department this morning to go over the DeX issues. Here's what they are looking into now:

1. The weeks to tier mapping does not match HGV seasons. The agent also has a spreadsheet that mapped check in dates to the DeX tier, and it's wrong. The most obvious argument is they map Week 1 at a timeshare by the largest ski area in Scotland as low season (Tier 2 for a 2 bedroom). They agreed this doesn't match the online guide and are looking into it.
2. I deposited a 2 bedroom week 35 in 2025 which should be tier 6 in both spreadsheets. DeX has it enrolled as tier 5. The agent agreed this is wrong.
3. The additional week promised in the promo email was not deposited. The agent agreed this needs to be corrected.

So, lots of growing pains that they need to work through. You can contact the HVG UK helpdesk by calling either US or UK HGV numbers and asking for the European department. I called afternoon UK time and was able to get thru in a few minutes.

On the positive side, it only took a few days to enroll my week and get access to DeX. I got the "Welcome to Destination Xchange" email this morning just a day after submitting the enrollment/deposit form by email. The welcome email incorrectly says login to the regular website to see availability. You should login with your HGV id/pwd at theclub.hiltongrandvacations.com to see Destination Xchange availability and your deposit. Alternatively, go to hiltongrandvacations.com then click Sign In -> The Club & Owners. Both the 'Search' and 'Manage Deposits' are under the 'Traditional Destination Xchange' section. Search by a large date range to get an idea of availability. I did a few searches and got the impression that availability was similar to Interval.

 

[HuskerATL]

I was able to talk to the HGV European department this morning to go over the DeX issues. Here's what they are looking into now:

1. The weeks to tier mapping does not match HGV seasons. The agent also has a spreadsheet that mapped check in dates to the DeX tier, and it's wrong. The most obvious argument is they map Week 1 at a timeshare by the largest ski area in Scotland as low season (Tier 2 for a 2 bedroom). They agreed this doesn't match the online guide and are looking into it.
2. I deposited a 2 bedroom week 35 in 2025 which should be tier 6 in both spreadsheets. DeX has it enrolled as tier 5. The agent agreed this is wrong.
3. The additional week promised in the promo email was not deposited. The agent agreed this needs to be corrected.

So, lots of growing pains that they need to work through. You can contact the HVG UK helpdesk by calling either US or UK HGV numbers and asking for the European department. I called afternoon UK time and was able to get thru in a few minutes.

On the positive side, it only took a few days to enroll my week and get access to DeX. I got the "Welcome to Destination Xchange" email this morning just a day after submitting the enrollment/deposit form by email. The welcome email incorrectly says login to the regular website to see availability. You should login with your HGV id/pwd at theclub.hiltongrandvacations.com to see Destination Xchange availability and your deposit. Alternatively, go to hiltongrandvacations.com then click Sign In -> The Club & Owners. Both the 'Search' and 'Manage Deposits' are under the 'Traditional Destination Xchange' section. Search by a large date range to get an idea of availability. I did a few searches and got the impression that availability was similar to Interval.

Thanks for the summary. Sounds like you are caught up with us now. The only thing bad about a tier 5 or 6 is that many of the properties are lower tiers to you would trade down to get it. There is the 2 for 1 option though, but I am not 100% sure how that works.

We will see when they fix this. So far, the only message that I have received is that the issue has been escalated.

 

[ocdb8r]

I also called as I wanted to get things straight before initiating any deposit. The person I go ahold of (who's name I forgot to write down) seemed very apologetic and confirmed that they are correcting some of the mappings to ensure they match with the guide they sent to all owners in the announcement. He admitted that we are one of the first historic HGVC resorts to be added into DEX and as such there are some teething problems, but I got the sense they are not trying to pull one over on us, but rather that Craigendarroch was launched as a bit of an initial test case....so, great for us to get first access but we're going to have to deal with them working out the kinks.

Fingers crossed...

 

[GT75]

There is the 2 for 1 option though, but I am not 100% sure how that works.

Here is an email from DeX on how the exchange works:

Following on from your query, with the destination exchange, the information is already inputted into the system which gives you a tier. The tier is linked to your week and unit number. All you do is deposit the week - you will be given a tier - you then rebook in that particular tier ideally so that you can get a like for like trade. if for example, your week is a tier 6, ideally you would want to rebook in a tier 6 at any resort. However, in situations where you like a resort that is a tier 5, you exchange it for a tier 5 but do not get any change back or if you rebook into a tier 1 for example, you get another week with a tier 1 value - so in essence, you would get 2 low tier weeks for your high tier week or 1 high tier week for another high tier week.​

 

[CalGalTraveler]

@ocdb8r I want to deposit a summer 2 bdrm but have been hesitating because I don't know what tier I will get. There is a big cost upgrade difference between a tier 4 and Tier 6.

So they told you they will honor the DeX points brochure that they distributed? (IMHO, that's the right thing to do.) I hope they get this ironed out soon as I need to make a decision before the end of the month.

 

[HuskerATL]

When you log into DeX and on the Dashboard Home screen, at the bottom there is a button to see the DeX guide. It is the same as the one linked to in the marketing email which shows the higher tiers. Also, when you go to the DeX ownership summary, it is working from the same guide with the higher tiers so the only ones working from the "other" guide with the lower tiers are the call center and office folks. I am not sure why they would have a different guide than is on the DeX website and is being used by DeX.

 

[GT75]

I am not sure why they would have a different guide than is on the DeX website and is being used by DeX.

I also don't understand what is taking them so long to correct. This seems obvious to me.

 

[CalGalTraveler]

Corporate silos? HGVC Legacy vs. DeX?