Disappointed - Not family friendly
Disappointed is an understatement. It was a disaster. We booked a 3-day, 2-night package with Hilton Grand Vacations that included a sales presentation including the one we planned to stay at. I informed the sales agent that we are were a family of four (2 adults, a 13-year old and a 4-year old), and requested two double beds.
Arrived at West 57St location with family on July 3. We were checked into a studio room with one king-size bed. I went down to the reservation desk and mentioned to the agent that I had a reservation for two double beds. She said that none of the studio rooms had two double beds. I was quickly reminded that the Hilton Grand Vacation sales agents who make reservations were in Orlando, Florida and had no idea about the size of the rooms in NYC. I was given a number to call in Florida. Called the number in Florida, the person said that we should not have been booked into a studio since it had room for 2 adults only and they told me to talk to the Hilton staff at West 57 Street. The staff on location said that there is nothing they can do since the reservation was made through the main office in Florida. There is no room for any roll-away bed or crib, so my 4-year old and I had to sleep on the floor. 
Attended the sales presentation on the 4th. There our sales person "tried" to resolve our problem, but gave us the toll-free number reservation number instead. The West 57 Street manager came to talk to me when we were checking out. She was apologetic, but said there was nothing she could do since the reservation was done in Florida (again). She mentioned this was unacceptable and that we should "take this up with the Hilton Grand Vacations." It was really amazing to see so many Hilton employees with very little they could do other than blame someone else. I think that Hilton fails to recognize is that for a customer like me every employee is the face of Hilton. 
After dealing with such a inefficient and confused group of people (and sleeping on the floor), does Hilton really think that customers will still buy their time share unit? Are you kidding?
PS. The doorman, bell captain and concierge were excellent. The quality of their service was drowned in what we had to endure.