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VP of Customer Service contact info

GT75

TUG Review Crew: Veteran
Moderator
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Location
Gig City in Tennessee
Resorts Owned
HGVC-x7
Primary Contact
Edgar Hernandez, Senior Manager Customer Care
(407) 722-3492 ... ehernandez@hgvc.com

Secondary Contact
Mark D. Wang, President of Grand Vacations
(407) 722-3100 x3117 ... mwang@hgvc.com

Kelly Clayton- administrative assistant to Mr. Wang
(407) 722-3100 x3117 ... kclayton@hgvc.com

Stan Soroka, Chief Customer Officer
(407) 722-3112 ... ssoroka@hgvc.com

Dena Williams, VP of Club
(407) 722-3470 ... dwilliams@hgvc.com

- From http://www.elliott.org/company-contacts/hilton-grand-vacations/
 

GeorgeJ.

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I would go with Barbara Rinks. She's been with HGVC for over 20 years. The first time I spoke with her I think she was a reservations supervisor. She's great at problem solving.
 

Msb1102

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What kind of problems does she solve? Not that I have any issues, just curious.
 

GeorgeJ.

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The last time I spoke to Barbara Rinks was a couple years ago. I had booked two reservations at the LV Strip HGVC location and paid for two Guest Certificates. One of them was for a friend that I got a studio unit for over the weekend and then I had a 2-bedroom booked for us starting on the day I would arrive in town. I got the Guest Certificate on the second unit so he could check-out of the studio and check-in before I got there (wasn't arriving until after 8PM that night). At the resort they wouldn't let him check-in to the 2-br unit. Said that his name was not on it; that I had not paid for a Guest Certificate. He called me while I was at the airport, about to leave, and put the HGVC front desk clerk on the phone. She should have been able to call corporate and verify that I had paid for a Guest Certificate but didn't or couldn't. They made him cool his heels for hours until I arrived that evening to check-in.
After I got back I called Barbara Rinks at Corporate and she WAS able to see that I had paid for a Guest Certificate on both reservations. She was going to speak with HGVC Strip to make sure this didn't happen to anyone else in the future. And she refunded both of the fees for the Guest Certificates back to me.
The next time I booked this same sort of trip we stayed at HGVC Flamingo and I booked the studio for him for 6 nights so he wouldn't have to change rooms. And booked a one-bedroom for me for 3 nights, overlapping his last 3 nights. I called the resort a couple weeks before we arrived and asked one of the front desk managers if she could try to get me on the same floor that my friend's room would be on. But she was actually able to give me the adjoining room to his so it worked out great.
 
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