Trying to get in touch with Diamond Resorts can feel like a whole vacation in itself, and not the relaxing kind. Many members run into issues like navigating high-pressure sales tactics or just trying to book the vacation they were promised. Since Hilton Grand Vacations (HGV) acquired them, things have gotten even more confusing for long-time members trying to figure out who to even call. Don't worry, we've sorted through the mess. You can generally reach them by phone, through the online member portal, or via email. For official information, your best bet is to start at the Hilton Grand Vacations official site.
Different Ways to Contact Diamond Resorts (Now Hilton Grand Vacations)
Since the acquisition, most Diamond Resorts support has been merged into the Hilton Grand Vacations system. Finding the right channel depends on what you need and how much patience you have.
| Contact Method | Details & Availability | Best for... |
|---|---|---|
| Phone | 877-374-2582 (For former Diamond members) | Urgent issues, complex booking problems, or filing a formal complaint. |
| Online Portal | HGV Member Website | Self-service tasks like booking, checking points, and making payments. |
| Use the contact form on the HGV website. | Non-urgent questions, sending documents, or creating a paper trail. | |
| Social Media | Public complaints or general questions that don't involve private account info. |
Customer Support Channels
📞 Phone Support
Getting a human on the line is often the most direct way to solve a problem, but be prepared for potential wait times.
| Department | Phone Number | Hours (Timezone) |
|---|---|---|
| Club Member Services (US & Canada) | 800-932-4482 | Mon-Fri: 8 AM - 10 PM, Sat: 9 AM - 5 PM (ET) |
| Former Diamond Resorts Members | 877-374-2582 | Mon-Fri: 8 AM - 8 PM (ET) |
| Reservations | 800-448-2736 | Available 24/7 |
📧 Email Support
Email is not the fastest method, but it's good for keeping a record of your conversation.
| Purpose | Notes | |
|---|---|---|
| General Inquiries | Use the secure contact form on the HGV website. | Response times can vary, typically taking 2-3 business days. |
💬 Live Chat or Website Bot
Unfortunately, a public-facing live chat for non-logged-in users is not readily available. Support options are primarily located within the secure member portal after you log in. Once inside, you may find options for secure messaging with a representative.
📱 In-App Support
The Hilton Grand Vacations app is the new hub for former Diamond members.
- Platform: iOS and Android.
- Steps to contact support: Download the 'Hilton Grand Vacations' app. After logging in, navigate to the 'Help' or 'Contact Us' section, which is usually found in the main menu or under your profile tab. This often provides direct links to call or message member services.
Estimated Response Times from Diamond Resorts
| Method | Expected Wait Time |
|---|---|
| Phone | 5-45 minutes (highly variable) |
| Email / Contact Form | 2-3 business days |
| App Message | 1-2 business days |
| Social Media | Within 24 hours |
Tips to Reach Support Faster from Diamond Resorts
- Call Early: Try calling right when the phone lines open in the morning (around 8 AM ET) to avoid the midday rush.
- Avoid Mondays: Mondays are typically the busiest day for customer service centers. Try calling mid-week if you can.
- Use the App: For simple tasks like checking your points balance or making a payment, the app is almost always faster than calling.
- Have Your Info Ready: Don't make them wait while you search for your member number. Have everything ready to go.
Before You Call: What to Have Ready
Seriously, don't waste your own time. Before you even dial the number, make sure you have your member number and the email address associated with your account right in front of you. Trust me, they will ask for it before they even say hello. If you're calling about a specific charge, have your latest maintenance fee bill or statement handy so you can give them dates and amounts.
Where to Quickly Solve Problems with Diamond Resorts
Here's a quick guide to getting the right help for the most common headaches.
| If Your Problem Is... | The Best Contact Method Is... | Pro Tip |
|---|---|---|
| A Billing or Maintenance Fee Dispute | Phone Support (877-374-2582) | Have the specific date and amount of the charge ready. Phone agents are your best bet for getting an immediate review or credit applied. |
| Difficulty Booking a Resort | Phone Support or Online Portal | Try the online portal first during off-peak hours (like late at night). If you're getting errors or seeing no availability, calling an agent is the next step. |
| High-Pressure Sales Call Complaint | Phone Support (Ask for a Supervisor) | A phone call creates a more immediate record of your complaint. Be firm and ask for your issue to be escalated to a manager or compliance department. |
| Login or Password Issues | HGV Website (Self-Service) | This is almost always faster than contacting a human. Only call if the 'Forgot Password' link fails you multiple times. |
Additional Helpful Links for Diamond Resorts
For more resources, check out these official pages:
Frequently Asked Questions about Diamond Resorts Customer Service
What are Diamond Resorts customer service hours?
Is there a Diamond Resorts live chat option?
What's the fastest way to reach Diamond Resorts support?
Do I need my account number to contact Diamond Resorts?
Can I email Diamond Resorts customer service?
Is there a Diamond Resorts mobile app for support?
What information should I have ready when calling?
I'm a Diamond Resorts member, why do I have to contact Hilton Grand Vacations?
