ComplaintsforHoliday Inn Club Vacations Incorporated

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 4/23/24 I was contacted by Holiday Inn Vacations (HICV) regarding a recent lodging with them. I answered their questions and was then told I qualified for a special promotion. I was then transfered to another person where I was told I could receive a heavily discounted vacation package to a number of locations of my choosing. I was somewhat interested and thought it would be nice to go on another vacation. I reluctantly gave my credit card number but was confident I could back out of the package at anytime. At no time did they tell me it was non-refundable. Only after the purchase was made, was it clear the package involved a 2 hr sales pitch for a time-share purchase. That when I began to have serious doubts. Upon ending the call, I spoke with my wife. She was upset and adamant that she wasn't going to sit through a sales pitch. She reminded me we had just recently just declined such an offer in Orlando while there on vacation. This interaction with my wife took less than minute. I called HICV back within 5 minutes of ending the call to cancel the package. I was given a email address to send my request. I sent my request via email and waited. The next day I was informed by email that my refund was denied due to it being a non-refundable purchase. I called customer service and spoke with someone about the denied refund. I was told that the conversations were all recorded and they reviewed them to verify that they told me it was non-refundable. I asked for a copy of the recording and have not received it at this time. I filed a dispute with my credit card company but have been told it is non-refundable. HICV sent a standard form email letter and the credit card company accept their BS. I should have been suspicious when each time I spoke with someone I was given their employee number and told that this call was being recorded. It's disturbing that they can record you but will not send you a copy of the recording. I have to take their word.

  Business response

  06/12/2024

  BBB Case # ******** (the Complaint)

  We have received and reviewed the concerns as detailed in the Complaint referenced above.

  Our top priority is to assure that prospective purchasers are well informed about the terms of their purchases of vacation packages offered by Holiday Inn Club Vacations Incorporated. As such,we have established policies and procedures to ensure that those terms and conditions are fully disclosed prior to purchase.

  The Company has contacted ************** regarding his concerns, and we are happy to report that we have reached a mutually agreeable resolution of the complaint with him.

  Sincerely,

  *******************************

  Holiday Inn Club Vacations Incorporated               

  Customer response

  06/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In July of 2019 while vacationing with family in **, I signed a contract with Holiday Inn Club Vacations. We first met the sales rep. ** talked about the timeshare (but did not call it a timeshare) and told us that we could save so much more money if we had owned a timeshare. We told him we were staying in a hotel room, and he stated that if we had owned a timeshare, we would not have to worry about hotel reservations anymore. We told him we were not interested in a timeshare because we didnt travel that much, and this vacation was a last-minute plan. ** continued to talk to us about owning the timeshare and took us around the grounds to make it look more appealing. I told him that I was a IHG rewards member, and he told me that I would not be able to stay at this resort or any other resort unless we owned a timeshare. ** was showing us upgrades of owning a timeshare and not where the average person would start. During the 3-hour tour of the grounds and talking, we tried to leave and told him we were not interested several times. We ended up buying ******* points a down payment of $500 towards the $3170.00 we had to pay even before we could begin to use the timeshare. ******************** the ***************** Officer, quickly went through the contract which he called a mortgage. I asked him about the maintenance fees which he stated that the fees will not be that much. This has become a financial burden on me and my family and we have not used the timeshare since it was purchased. The maintenance fees alone are insane. We asked to leave and think about it but the sales person just kept going with his sales pitch. ** continued to show us the grounds and what the timeshare has to offer. They did not allow us time to think about it because apparently the deal is only available for a certain amount of time, which I should have known is an outright lie. We feel as though they were purposely trying to wear us down.

  Business response

  06/13/2024

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by *********************************** (Owner). We appreciate the opportunity to respond to the concerns set forth therein.
  Our records show that on July 29, 2019, Owner attended a Company timeshare sales presentation at the Companys Orange Lake Resort located in *********, ********** the conclusion of the same, Owner elected to purchase an annual Standard beneficial interest in the Orange Lake Land Trust (the Ownership). The Ownership entitles Owner to ******* points per year in the Companys points-based exchange program, the Holiday ******** *******
  Presentation.Owner expresses dissatisfaction with the length of the Companys timeshare sales presentation.  The Companys timeshare presentations are approximately two (2) hours for new purchasers, the actual duration of which depends on the level of interest of the prospective purchaser and the questions asked. At the conclusion of the timeshare presentation, if a prospective purchaser expresses an interest in making a purchase, inventory is selected and contract documentation is prepared,reviewed, and executed, which accounts for any additional time Owner spent at the sales center.
  Owners further claims that the sales consultant would not take no for an answer.Please be advised that the Companys sales consultants do not force anyone to make a purchase, nor do they prevent prospective purchasers from leaving the sales center. Owner was under no obligation to consummate a purchase and she was welcome to leave our sales center without making a purchase, just as many prospective purchasers do each day. Instead, Owner advised our sales team that she was interested in consummating the purchase of the Ownership and documents were prepared for her review and execution. In connection therewith, Owner executed the Sales Pre-Confirmation Checklist upon purchasing, wherein she listed her primary reasons for purchase thereon.  Owner listed, place to stay, memories,and travel more.  So, while it may be the case that Owner arrived at the sales presentation without the intent to enter into a purchase contract, by the conclusion of the presentation she concluded that she wanted to enter into a purchase that was favorable to her requests. We therefore dispute Owners assertion that she entered into a purchase that she did not want.
  Purchase Urgency. The complaint states that Owner was advised the offers presented were only available for a limited time. Please be advised that the Companys inventory changes on a daily basis. As such, if a prospective purchaser is interested in a particular piece of inventory, we cannot guarantee that it will be available for purchase at a later date. Similarly, many of the offers presented during the sales presentation are offered as on-tour incentives, and we do not guarantee that the same pricing will be offered at a later date, which is what Owner was told at the time of purchase.
  Contract.Owner alleges that the sales consultant advised her that the Ownership was not a timeshare. We dispute this claim. Our product is timeshare and is presented as such. The first sentence of the Purchase Agreement that Owner executed clearly discloses that she was purchasing a beneficial interest in the Trust which interest constitutes a timeshare estate in the timeshare plan known as Orange Lake Land Trust Plan. Additionally, the Owner Clarification Form executed by Owner uses the terms Timeshare Plan and Timeshare Interest throughout.As such, we dispute the allegation that that the Ownership was presented as something other than a timeshare interest.
  Timeshare Ownership. Owner states that she was told that she could save money by purchasing the Ownership. Owner further claims she was told by her sales consultant that she could not stay at any of the Companys resort locations unless she owned a timeshare interest. Firstly, please note that timeshare owners can spend less on timeshare ownership than they would spend to book individual vacations. At no time was Owner advised that the Companys resort offerings constituted the cheapest accommodations on the market. According to statistics published by the American Resort ************************ a purchaser of a timeshare can save up to $14,000 over a period of ten (10) years as compared to what it would cost to rent two (2) hotel rooms for one (1) week each year in the same location. This is because most timeshares feature private bedrooms,and it is more cost effective for owners with larger groups or family to stay in one spacious unit than to book multiple hotel rooms. Timeshares can also help save money on dining costs because most timeshares are equipped with kitchens. Secondly, please note that the Companys resorts, while primarily used by our ownership base, are not exclusive to owners and at no time was Owner advised to the contrary. The Companys resorts are available on third-party booking websites (such as IHG). However, please note that depending on resort locations, unit size and season, many of our resorts rent for more than $400 per night, whereas our owners are able to secure those same reservations utilizing Club points, which Club points are replenished into their accounts each year unlike dollars. Members are also afforded discounts and additional benefits that are not offered to non-owners. Cost savings can also be achieved through the use of the Companys MaxTime offerings and RCIs Last Calls. It should also be noted that once the Ownership is paid in full, Owner will no longer be responsible for monthly mortgage payments, which makes timeshare ownership more cost effective over time. In addition, as the rental rates for hotel accommodations continue to rise due to inflation, the number of Club points required to secure reservations at the Companys resort locations are locked in, such that reservations requiring the expenditure of ****** Club points today, will still require ****** Club points ten (10) years from now. Each of these benefits was explained to Owner, but ultimately, it is up to each purchaser to determine whether timeshare ownership meets his or her travel needs.
  Benefits / Usage. Owner claims that she was advised that she did not have a sufficient number of Club points for her desired reservation. While our sales consultants do provide owners with real time examples of reservations that can be secured through the use of Club points and the number of Club points required to secure such reservations, they do not, however, guarantee that an owner will have a sufficient number of Club points to satisfy all of his or her travel requirements for each desired reservation, as how far an owners Club points will extend is entirely dependent on how the owner elects to utilize his or her Club points. As a member in our Club program, Owner has the flexibility to use her Club points at any of the Companys thirty-one (31)resort locations. In connection therewith, she may book reservations in any available unit during any time of year, provided that (i) she has the requisite number of Club points for the desired reservations, (ii) her financial obligations are current, and (iii) she abides by her booking windows. It should be noted that Owner may book a reservation in any standard unit within the Companys resort locations up to ten (10) months in advance. The number of Club points needed to confirm a reservation is subject to various factors, such as,resort, season, unit type, unit size, length of stay, day of the week, etc.Owner was provided a Member Guide which provides a breakdown of exactly how many Club points are required to book reservations at each of the Companys resorts, broken down by these factors. It should be noted that more Club points are required to secure reservations in larger accommodations during peak seasons than to secure reservations in smaller accommodations during non-peak seasons. Likewise, weekend reservations require more Club points than mid-week reservations. To the extent Owner was attempting to book a week-long reservation during high season travel dates, in a larger unit size and/or in popular resort destinations, she may have been advised that the Club points she has available are not sufficient to confirm her desired reservation. Owner also has access to our MAXtime program, which features deeply discounted vacations to our resort destinations that we offer exclusively to Club members.If Owner secures reservations through the MAXtime program her Club points can go further.
  In addition to being able to secure reservations at the Companys resort locations, Owner may also utilize her Club points to secure reservations at thousands of resorts and hotels worldwide through the Companys affiliations with IHG and RCI. Owner may also use her Club points through our ************* program for car rentals, airfare, cruises and more. Please note that confirming a transaction through our ************* program for airfare or car rentals is subject to factors such as the then-current rates, which rates are set by the airlines and car rental companies and not the Company. Similarly, the number of Club points required to book reservations through IHG and RCI are set by the respective exchange company and fluctuate based on the hotel/resort brand, season, occupancy rates,day of the week, length of stay, size of accommodations and a host of other matters wholly outside of Companys control. Furthermore, the Company does not have blackout dates, however, Owner provided with clear disclosure at the time of sale that all reservations, including through IHG and RCI, are subject to availability.
  Upon review of Owners use history, we find that she has only transferred ******* Club points towards IHG, where points-so deposited never expire. Notwithstanding the same, if Owner requires assistance on how to utilize her Club points to its fullest potential, we recommend that she contact one of our vacation counselors by calling **************, and someone will be more than happy to assist. It should be noted, however, that because Owners account is currently delinquent, her account is subject to use restriction and Owner will be unable to secure reservations until such time she brings her account current.
  Closing Process. Owner alleges that she was not given sufficient time to read the contract documents for the Ownership, which prevented her from adequately reviewing the terms of purchase. Please note that the Company is committed to ensuring that all of its owners are aware of the terms and conditions of their purchases at the time of sale. Upon conclusion of the sales presentation and prior to her execution of the purchase documentation, Owner was provided with a one (1) page Purchase Proposal setting forth the financial terms of the purchase in order to confirm her understanding and agreement to the same. The Purchase Proposal set forth the main financial terms of the Ownership,including, without limitation, the purchase price, down payment, amount financed, monthly payment, maintenance assessments, term of loan and interest rate. We can confirm that Owner elected to remit her total down payment of $3,170.00 via several installments which she acknowledged and agreed to upon executing the Purchase Proposal.  
  Only after she executed the Purchase Proposal were contract documents generated for her review and execution. In connection therewith, Owner was escorted to meet with a ***************** Officer (***)who reviewed with her the details of her purchase to ensure that she had a full understanding of the terms and conditions associated with the Ownership,including without limitation, the financial obligations attendant thereto. The Closing Disclosures executed by Owner at the time of purchase fully discloses the total amount that Owner will have paid for the Ownership over the course of the loan. In addition, the Sales Pre-Confirmation Checklist and Holiday ******** Exchange Program Membership Agreement executed by Owner and the Member Guide provided to Owner at the time of purchase fully sets forth the exchange fees, reservation fees, Club membership fees and all other fees attributable to the use of her Ownership. Furthermore,we deny that Owners mortgage was presented as anything other than a mortgage as she specifically executed a Loan Application and Mortgage document at the time of sale.
  Ultimately, Owner was afforded as much time as she needed to review the contract documents for her purchase in detail prior to the execution thereof and to ask for clarification regarding anything she did not fully understand in connection therewith. If Owner required additional time or explanation, the *** would have been happy to provide the same. Had Owner notified the *** that she did not understand the purchase documents and/or any aspect of the purchase, the *** would have halted the sale to address those concerns. To the contrary, Owner affirmatively advised the *** that she understood the terms of her purchase and executed the contract documents. Furthermore,prior to leaving our sales center, Owner was provided with copies of the executed contract documentation for further review and reference. Please note that Owner had the opportunity to review the contract documentation during her statutory rescission period, and if during said timeframe she found that she was dissatisfied with her purchase, she could have elected to cancel the same.Owner, however, failed to exercise her rescission rights.
  Cancelation. Owner requests cancelation of the Ownership on the basis of affordability. Upon review of Owners file, we have determined that Owner was provided with all disclosures required under applicable laws at the time of each purchase, including without limitation, her usage rights and entitlements under the Ownership and all payment obligations attendant thereto. In addition,we find nothing to support Owners allegations of wrongdoing. Owners cancelation request is untimely as her statutory rescission periods have expired. As such, she is not entitled to contract cancelation.
  Notwithstanding the foregoing, contrary to Owners assertions of remitting monthly payments, we find that Owner has not remitted her mortgage obligations since December 2022, her maintenance obligations since January 2023, and her Club membership dues since October 2022. Due to the severe delinquency under Owners account, our records confirm that our ***************************** agreed to extend Owner a one-time offer to cancel her Ownership pursuant to a Deed in Lieu of Foreclosure (***). These documents will allow Owner to surrender the Ownership back to the Company,without refund and relieve Owner of any future financial obligations associated therewith. Please note, however, that execution of the *** may negative impact Owners credit. We apologize to Owner for any delay in Owner receiving the documentation. The requisite documentation necessary to effectuate said termination is currently being prepared and will be mailed to Owner for execution by our *****************************. If Owner would like to move forward with the cancelation of the Ownership pursuant to a ***, upon receipt of the same, we encourage her to timely execute and return the *** to ****************** in accordance with the instructions set forth therein. Should Owner have any questions regarding the status of the ***, she may contact ****************** at ************** for assistance in that regard.
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  *********************************
  Paralegal, ***** Services

  Customer response

  06/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  After staying in an IGH hotel in the summer of 2023, I was called and asked to complete a survey to discuss my experience, which I did. Afterwards, I was told I had an exclusive offer to stay at a new hotel (the ********************************) in Orlando, ******* for 4 days and 3 nights for only $299.00. I was told that in order to have this price, I had to attend a 2 hour time share tour at the hotel. I asked if I later determined I was not able to use the vacation package, if I could get a refund. The phone agent told me that I could get a refund if I cancelled and that it was only non-refundable "after the tour."I paid $299.00 on 6/27/2023, and I was told that it would expire on 6/27/2024. My confirmation number was SWI0002154419. I again asked whether this purchase was refundable, and I was explicitly told that it was only non-refundable "after the tour."Because of financial and personal reasons, my wife and I decided not to travel to ******* and use this vacation package. I called the phone number in the email confirmation on 5/4/2024 to explain that we were not able to go and that I wanted a refund. The agent told me that I could not get a refund. I asked to speak with a manager, and I was told to email ************************************************** I emailed this address on 5/4/2024 explaining the situation and requesting a refund and confirmation of the refund. I received a reply on 5/7/2024 stating the following:"We would like to remind you, as stated in the Details of Participation, your getaway is non-transferable, non-refundable . Therefore your request for a refund has not been honored."I was never provided with details of participation in writing, and as mentioned above, I was explicitly told that this purchase was refundable. I have tried to resolve this issue directly with the company, and they have refused to honor my request. Your help is greatly appreciated.

  Business response

  05/16/2024

  BBB Case # ******** (the Complaint)

  We have received and reviewed the concerns as detailed in the Complaint referenced above.

  Our top priority is to assure that prospective purchasers are well informed about the terms of their purchases of vacation packages offered by Holiday Inn Club Vacations Incorporated. As such,we have established policies and procedures to ensure that those terms and conditions are fully disclosed prior to purchase.

  The Company has contacted ************** regarding her concerns, and we are happy to report that we have reached a mutually agreeable resolution of the complaint with her.

  Sincerely,

  *************************
  Holiday Inn Club Vacations Incorporated              

  Customer response

  05/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to **** truly appreciate your help with this matter!
  
  Sincerely,
  
  *********************

  Business response

  05/16/2024

  AMENDED RESPONSE. 

  BBB Case # ******** (the Complaint)

  We have received and reviewed the concerns as detailed in the Complaint referenced above.

  Our top priority is to assure that prospective purchasers are well informed about the terms of their purchases of vacation packages offered by Holiday Inn Club Vacations Incorporated. As such, we have established policies and procedures to ensure that those terms and conditions are fully disclosed prior to purchase.

  The Company has contacted ************** regarding his concerns, and we are happy to report that we have reached a mutually agreeable resolution of the complaint with him.

  Sincerely,
  *************************
  Holiday Inn Club Vacations Incorporated              

• Initial Complaint

  05/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Details are in the attached letter to Holiday Inn Resorts

  Business response

  05/31/2024

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by ************ and ************************* (Owners). We appreciate the opportunity to respond to the concerns set forth therein.
  Owners entered into their transaction with the Company on September 22, 2023, at which time they purchased an annual standard beneficial interest in the Orange Lake Land Trust (the Ownership). The Ownership entitles them to ****** points per annum in the Companys points-based exchange program, the Holiday ******** *******
  Club Benefits / Account Setup. Owners question the benefit of vacation ownership compared to vacationing without owning the Ownership. Upon purchasing the Ownership, Owners enrolled into the ************* program, and Owners may utilize Club points to secure (i) reservations at any of the Companys thirty-one (31) resort locations, (ii) reservations at thousands of ***************************** (IHG) branded hotels and resorts worldwide through the Companys affiliation with IHG, (iii) reservations at thousands of resorts worldwide through the Companys exchange affiliate, RCI, and (iv)discounts on airfare, car rentals, cruises, and more, through the ************* Partners program.
  In connection with the Companys resorts, please note that reservations at popular resorts during popular seasons do require the expenditure of more Club points than off-season reservations and reservations in larger units require the expenditure of more points than those in smaller units, all of which was disclosed to Owners at the time of purchase. Similarly, a reservation within one of the Companys luxurious Signature Collection units will require the expenditure of more Club points than a Standard unit would require. Owners who secure reservations in smaller units, avoid Friday through Saturday and holiday travel, and/or seek reservations in Standard inventory as opposed to the luxurious Signature Collection inventory, will extend the reach of their Club points. Owners can also conserve points by securing reservations from Sunday through Thursday, which require less points than weeklong reservations. To the extent Owners want to secure reservations that require the expenditure of more Club points than what Owners receive in their ownership portfolio, they have the option of borrowing points from the next calendar year, renting additional Club points, and/or adding Club points to their portfolio through another timeshare purchase. Owners were provided a Member Guide at the time of purchase which shows exactly how many Club points are required to secure reservations at each of the Companys resort locations, broken down by resort, season, unit type, unit size, and day of the week. With regard to the ************* program,please note that confirming a transaction for airfare, car rentals, or cruises is subject to factors such as the then-current rates, which rates are set by the airlines, car rental, or cruise companies and not the Company. Similarly,the number of Club points required to book reservations through IHG or RCI are set by each respective company and fluctuate based on the hotel brand, season,occupancy rates, day of the week, length of stay, size of accommodations and a host of other matters wholly outside of Companys control.
  Our sales consultants do provide prospective purchasers with examples of how they might choose to utilize their Club points. However, in recognition that there are many factors that impact the number of Club points required per reservation, our sales consultants do not provide prospective purchasers with guarantees that they will have a sufficient number of points for each desired reservation. The number of reservations Owners secure with their Club points is dependent on how Owners elect to utilize the same. Ultimately, Owners were given full disclosure of the terms and conditions attendant to their purchase,including without limitation, the fact that all reservations are subject to availability and that alternate reservation options may be required if their first vacation choice is not available.
  Please further be advised that the Companys resorts, while primarily used by our ownership base, are not exclusive to owners and at no time were Owners advised to the contrary. Moreover, accommodations that are made available through the Club are all of the accommodations that have been purchased by the members of the Club. Accommodations that have not been purchased by Club members are owned by the Company. As such, owners cannot utilize Club points to secure reservations in Company-owned inventory. Such inventory is utilized by the Company with its marketing promotions and some of said inventory is rented by the Company from time to time, which rates and fees are subject to change.Owners are therefore not competing with non-owners for reservations as the inventory is maintained in two (2) separate pools and owner-owned inventory is reserved for owners. In addition, non-owners are not members of the Club and as such they do not receive the benefits of our Club program, which benefits are exclusive to Club members, such as access to the Companys MaxTime benefits (i.e., deeply discounted vacation offers). Notwithstanding the foregoing, Club points can be used as stated above which affords Owners the option of utilizing Club points in lieu of money to secure reservations. And unlike money, more Club points are automatically deposited into Owners account each year on January 1st. It should be noted that once the Ownership is paid in full, Owners will no longer be responsible for monthly mortgage payments, which makes timeshare ownership more cost effective over time.  During our presentations, we advise our purchasers that there are multiple benefits to owning timeshare and the value associated with a timeshare purchase is derived from the use of the timeshare itself. The Company does not, however, promote its timeshares as income generators and/or financial investments for profit. Owners acknowledged this when they executed the Purchase Agreement and Owner Clarification Form, each which state that Owners were purchasing the Ownership for personal use. In addition, please note that as the rental rates for hotel accommodations continue to rise due to inflation, the number of Club points required to secure reservations at the Companys resort locations are locked in, such that reservations requiring the expenditure of ****** Club points today, will still require ****** Club points ten (10) years from now. Each of these benefits was explained to Owners, but ultimately, it is up to each purchaser to determine whether timeshare ownership meets his or her travel needs.
  Owners claim that the Company intentionally does not allow its new purchasers access to secure reservations prior to the expiration of the rescission period. Ownersassertion is erroneous. New purchasers are advised at the time of purchase that it may take six (6) to eight (8) weeks for their account to be set up in our system and for them to receive their owner number, account number and membership cards. However, this does not mean that they are required to wait that long before they can use their ownership. To the contrary, new purchasers are advised that they can begin utilizing their ownership immediately upon purchase but that if they desire to do so prior to the date that they receive their owner number, account number and membership cards, they must contact the **************************** as our Club Counselors will be unable to locate their account information until it is fully set up in the system. Furthermore,each State, not the developer, provides the purchaser with a period to review the contract documentation and the timeframe and mechanism by which the purchaser would be required to exercise those rights. Because Owners did not timely exercise their contractual right of rescission, they are not entitled to the same. It should further be noted that Owners account was setup by October 8, 2023 (i.e., less than three (3) weeks from when they purchased), and we find that Owners first requested assistance with utilizing their Ownership on or around October 26, 2023. Owners, however, have yet to utilize their Ownership. If Owners require assistance with booking reservations, we encourage them to contact a Club Counselor at ************** and someone will gladly assist them further in this regard.
  Fees.Owners claim that the Company failed to disclose fees in connection with their Ownership.We dispute this claim. All fees attendant to the Ownership were fully disclosed at the time of purchase. Please be advised that the purchase documentation executed by and provided to Owners at the time of purchase fully discloses the financial obligations associated therewith. Prior to contract documents being generated,Owners were presented with a one-page Purchase Proposal, which set forth the main financial terms of the Ownership, including, without limitation, the purchase price, down payment, amount financed, monthly payment, maintenance assessments, term of loan and interest rate. It was only after Owners signed the Purchase Proposal confirming their agreement to these terms that the contract documents were prepared for their execution. The Closing Disclosures executed by Owners at the time of purchase fully discloses the total amount that Owners will have paid for the Ownership over the course of the loan. In addition, the Sales Pre-Confirmation Checklist executed by Owners and the Member Guide provided to Owners at the time of each purchase fully sets forth the exchange fees, reservation fees, Club membership fees and all other fees attributable to the use of their Ownership.
  Owners state they were advise that their children can inherit the Ownership. Please be advised that the Ownership constitutes a deeded real property interest. As such, Owners interest in the Ownership may be transferred to their heirs in the same manner that other real property can be transferred. In connection therewith, Owners may bequeath the Ownership to their children, subject to any mortgage that they have placed on the property. If the underlying mortgage obligation is satisfied, their heirs will take title free and clear of any mortgage obligations; however, they will remain liable for the payment of the annual maintenance assessments payable to the association (which obligation runs with the land), and for any fees payable in connection with their use of the Companys programs or affiliate exchange programs. To the extent Ownerschildren do not wish to take title to the Ownership, they should be able to disclaim the same through applicable inheritance laws. In addition to the foregoing, Owners are not prohibited from selling or transferring their timeshare interest to a bona fide third party in accordance with the Companys transfer requirements, again subject to any outstanding mortgages that they have placed on the property.
  Exit Options. Owners claim they were provided assurances that they could cancel the Ownership at any time. Please note that Owners were provided the contract documents in writing at the time of sale. Both the Purchase Agreement and the *************** Disclosure Statement executed by Owners disclosed that they had a seven (7) day rescission period to request cancelation. Furthermore, Owners received full disclosure that the Ownership may be canceled via written notice, sent to the Company within the designated rescission period. The Company abides by the rescission period established by applicable laws and Owners were afforded the opportunity to review and rescind their purchase within the statutory rescission period, which they did not do. Had Owners requested contract cancelation in writing within the rescission period, the Company would have immediately canceled their purchase.
  Additionally,at the time of sale, Owners specifically initialed section 9 of the Owner Clarification Form which clearly discloses:
  If you no longer wish to maintain ownership of your Timeshare Interest, Developer currently offers an exit program which may allow owners who no longer have a mortgage on their Timeshare Interest, are current on all Assessments, and have no other encumbrances, to transfer their Timeshare Interest back to the Developer without compensation or any payment to the owner. Further details on this program can be found at www.orangelake.com/horizons. The Horizons program may be revised or discontinued at any time by Developer.
  Owners acknowledged their understanding of the programs existence and that some of the requirements included the satisfaction of a mortgage and being current on all Assessments. Our records reflect Owners have not satisfied their mortgage obligations. As such, Owners are not currently eligible to participate in the Horizons Program.
  Maintenance Assessments. Owners express dissatisfaction with the fact that their maintenance assessments have increased and claim they were told that the same would only increase by 0.2% each year. All payment obligations attendant to Owners purchase were fully disclosed to Owners in writing at the time of sale. In addition, the governing documents applicable to Ownerspurchase clearly discloses that the maintenance fee obligation is on-going and the fact that it is subject to increase. Our sales employees are aware of this fact and as such, do not opine on future increases and/or decreases or that the maintenance assessments are otherwise capped. Additionally, please note it was fully disclosed to Owners that the Association, not the Company, is responsible for the determination of and/or the increase of the Assessments. The Association strives to keep maintenance assessments as low as possible;however, there are factors that are outside of their control, including but not limited to, increases of insurance premiums, cost of materials to maintain the property, and increases to real estate taxes that impact these assessments. We will continue to work with the Association to keep maintenance assessments as low as possible while maintaining and improving the facilities for the benefit of all of our owners.
  Cancelation / Refund. Owners request cancelation of the Ownership and a refund of monies paid. Please be advised that Owners request is untimely as the rescission period has expired. And while we are sympathetic to Ownersfinancial concerns, the same does not absolve Owners of their contractual obligations. Our records show that the documentation executed by, and provided to, Owners at the time of purchase is in order and they received full and accurate disclosure of the terms and conditions of their purchase, including,without limitation, the financial obligations attendant thereto. Moreover,because Owners have outstanding mortgage obligations owed to the Company, they are not entitled to, or otherwise eligible for, cancelation of the Ownership and/or a refund of monies paid. We therefore respectfully decline Ownersrequest for the same.
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  *********************************
  Paralegal,Legal Services

• Initial Complaint

  05/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We have never used our time-share or any points associated with it. When we contacted HICV about using our points for a cruise we are planning the point value was virtually worthless and the information that we received from the "cruise specialist" was incorrect. We have since arranged for our cruise through the cruise line. When we upgraded in 2023 to a "Premier Platinum" membership, we had to contact HICV two additional times to get our new cards (formerly Prime Platinum membership). Also when we changed our membership status, we opted for the 12 month with no interest option and opted to have monthly payment taken out of our ********** credit card automatically. This worked for three or four months, then HICV apparently had trouble with authorizations. We first found out about the trouble when we received a mailed paper statement declaring that we were 10 days past due on our "automatic withdrawal account". After speaking with a very pleasant representative and making a payment by phone - using the same Credit Card that was supposed to be "automatic", I was asked if I wanted to make the late payment that I was being charged (approx. $400.00). That is when I got very angry. I checked with ***** and they say that no authorization was "turned away or refused, they had never received any request" from HICV. I have had it, my credit does not get questioned and I see no reason to pay any "late fee charge" because I was never late with a payment. I do not want to do business or be affiliated with any company that pulls this kind of stunt.

  Customer response

  06/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me, but is probably the best that can be expected.  Their "generosity" of deleting a "late charge" which never occurred , is nothing short of "magnanimous".

  Therefore we accept it.
  
  Sincerely,
  
  *******************

• Initial Complaint

  04/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  First, my initial decision to purchase this package was based on a misunderstanding. I had called regarding an IHG points issue and inadvertently provided my card information under the impression it was solely for account verification purposes. Subsequently, I found myself committed to a service I had not intended to engage with. Additionally, I was informed that this package is non-refundable.Furthermore, it is nearly impossible to book my stay more than 1.5 months in advance. This stay is not for any of the Holiday Inn resorts; it is for touring them. There is no website to check availability, nor can hotel facilities be accessed independently. Today, I spent an entire day attempting to book my stay. After eight calls and endless waiting, I finally managed to secure an available spot, only to be informed later that I am no longer eligible due to my current employment status. The salesperson never mentioned that not only employment was required at the time of purchasing the package but also at the time of booking it.Only after persistent inquiries did the reservation staff provide an email address for refund requests. Had I been aware of this option from the beginning, it would have saved me months of effort trying to avoid losing all my money to what seems to be a scam.Given these circumstances, I firmly request a full refund to the original payment method. I understand that once a package is refunded, I will not be able to purchase it in the future. Frankly, I have no intention of conducting any further business with Holiday ******** timeshare.

  Customer response

  05/01/2024

  To whom it may concern,

  
  Firstly, I would like to provide my Holiday Inn Club Vacations package ID: *************.

  
  Prior to initiating a complaint with the BBB, I reached out to Holiday Inn Club Vacations guest relations via email to request a refund. Unfortunately, I received a standard response that rejected my request without addressing any of my concerns. These include:

  
  1. My purchase was made under the misunderstanding of how my card information would be used.
  2. There was a lack of available rooms to book.
  3. I am not aware that I have to be employed to book my stay.

  
  Furthermore, during the sales phone call, it was implied that accommodations would be at resorts, but I later discovered they are at hotels near the resorts. Additionally, the purchase confirmation email stated a choice of 15 locations, yet there are only 11 to choose from now, with most of them not available for booking. The initial commitment of a 1-2 hour presentation turned out to be a 2-hour tour of their resorts.

  
  Most significantly, I was unaware that I was purchasing a service during the sales call. I believed the card information provided was to resolve an issue with my *** points, as I obtained my *** membership through the *** credit card. I contacted Holiday ******** Vocations immediately after receiving the purchase confirmation email to cancel the package but was rejected. I have no interest in any timeshare products.

  
  I kindly request BBB intervention to facilitate a prompt resolution.

  
  Thank you very much,
  ***

  Business response

  05/16/2024

  BBB Case # ******** (the Complaint)

  We have received and reviewed the concerns as detailed in the Complaint referenced above.

  Our top priority is to assure that prospective purchasers are well informed about the terms of their purchases of vacation packages offered by Holiday Inn Club Vacations Incorporated. As such,we have established policies and procedures to ensure that those terms and conditions are fully disclosed prior to purchase.

  The Company has contacted ******************** regarding her concerns, and we are happy to report that we have reached a mutually agreeable resolution of the complaint with her.

  Sincerely,

  *************************
  Holiday Inn Club Vacations Incorporated              

  Customer response

  05/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution (full refund) is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I bought a promotional package with Holiday Inn and was told twice that it was refundable. I found the cancellation form within the documents I received and filled that out online and submitted it. I received an email the next day stating that the package was nonrefundable, even though I was told differently twice on the phone by the representative. The man on the phone blatantly lied to me twice. I purchased the 'refundable' vacation package only because I was told it was refundable. It's terrible how the man blatantly lied to me on the phone, especially since I was calling for my dad. My dad has been an IHG rewards member for several decades. My dad now suffers from dementia, so I needed to make sure the promotional package was definitely refundable, because I wasn't sure if my dad could ever make the trip. What a way to treat a longstanding customer, an *********** man trying to take a vacation but suffering from dementia. I am appalled.

  Business response

  05/08/2024

  BBB Case # ******** (the Complaint)

  We have received and reviewed the concerns as detailed in the Complaint referenced above.

  Our top priority is to assure that prospective purchasers are well informed about the terms of their purchases of vacation packages offered by Holiday Inn Club Vacations Incorporated. As such, we have established policies and procedures to ensure that those terms and conditions are fully disclosed prior to purchase.

  We have contacted ************** regarding her concerns, and we are happy to report that we have reached a mutually agreeable resolution of the complaint with her.

  Sincerely,

  *************************
  Holiday Inn Club Vacations Incorporated               

  Customer response

  05/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last year, both my sister and I used ************************* to book a travel package, it mentioned:$249 plus $249 cash back after presentation But when I tried to book the travel today, they said I can only get $99 back after presentation. When I mentioned the page I used to book the travel, the agent told me they will ***** only if it is in the confirmation email. Then I said I want to cancel because it is cheating but they told me it is non-refundable.

  Business response

  05/13/2024

  May 13, 2024

  VIA BBB Portal  
  
  RE:      ******************* (Guest)
  BBB Case #******** (Complaint)
  Mini-Vac #ZHE0002288062 (Package)
  
  Dear **************:
  
  We have received and reviewed the stated concerns as detailed in the Complaint referenced above. 
  
  Our top priority is to assure that prospective purchasers are well informed about the terms of their purchases of vacation packages offered by the Company.  As such, we have established policies and procedures to ensure that those terms and conditions are fully disclosed prior to purchase.
  
  Guest claims he believed that the cash back incentive in connection with the Package would be $249. Please be advised that the marketing promotion Guest selected included a $100 cash back incentive. Also, after Guest purchased the Package, he received a confirmation email which provides clear disclosure that the cash back incentive is $100, not $249 as Guest claims in the Complaint. Notwithstanding the foregoing, in the best interest of customer service, if Guest wishes to retain the Package and keep his scheduled mini vacation, the Company is willing to honor a $249 cash back incentive. It should be noted that all other terms and conditions attendant to the Package would remain in effect.
  
  Alternatively, should the Guest wish to cancel the Package and the reservation in connection therewith, the Company is amendable to honoring Guests request for cancellation of the Package he purchased on August 9, 2023. Upon canceling the Package, the Company would also cancel the reservation and issue him a refund of monies paid toward the Package in an amount equal to $249. If we proceed with the cancelation of the Package, Guest will no longer be entitled to the benefits associated with the same. 
  
  We therefore request that Guest contact the undersigned to advise of his election: (a) if he wishes to retain the Package or (b) if he wishes the Company cancel his Package and issue him a refund of monies paid toward the same. Once the Company is aware of Guests election, we will proceed accordingly regarding the same.
  
  Sincerely,
  
  *************************
  Legal Services
  Holiday Inn Club Vacations Incorporated
  ***************************************

• Initial Complaint

  04/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The timeshare Royal Sands in ************* was purchased by HIVC last year. Since purchase, they have without adequate notification significantly changed pricing/policies which affect fixed week owners (many of whom purchased these units over 20 years ago). The All Inclusive rates were raised twice and most recently with only 7-10 days notice to members. The rates and tiers were also changed at that time affecting those who may be renting a unit from a private owner. Most recently, the phones at Interval Servicing have gone unanswered. Interval Servicing handles all title changes/additions and transfers for sale. Members have been unable to complete the sale of their units or add family members to a title. When calling, many members were on hold for hours waiting for someone to pick up. At 5pm the phones were automatically disconnected and the member forced to call the next day. This has been going for some time. We have been calling for the last four months! We have requested the forms for title change through their website twice with no response. On 4/17/24, HIVC states that title change fees would more than double ($315 to $665) on 4/22/24 leaving us with no choice but to pay this fee as the paperwork has not been sent as requested and we are unable to reach an agent on the phone.

  Customer response

  04/22/2024

  Please advise if you have received our signed form - we sent it via usps.

   

  Thank you,

  ****** & ***********************

  Customer response

  04/23/2024

  we will follow up at the end of the week; it was mailed last Thursday

  Customer response

  04/29/2024

  has signed privacy form been received by your office?  It was mailed apprx 10 days ago.

   

  Business response

  06/07/2024

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by Mr. and ***************** (the Members). We appreciate the opportunity to respond to the concerns set forth therein.
  Please note that the Company acquired the ********************************** from Royal Resorts in May 2023. Our records show that Members purchased two (2) memberships in the **************************************************************************************** prior to the acquisition.
  Fees.We understand that Members are dissatisfied with the increases to the all-inclusive rates. While best efforts are made to keep these costs as low as possible, inflation and cost increases dictate the necessity to increase these costs in order to maintain the quality to which the members are accustomed. It was expressly disclosed to members that all policies, including, without limitation, the all-inclusive policy of the Royal Resort locations are subject to update and change without notice.  We trust that Members can appreciate the need for the same.
  Customer Service. Members also express dissatisfaction with the ***************************** and the fee associated with completing a title change. Firstly, please note that satisfying our customers needs and providing effective and timely assistance in connection with account inquiries is important to the Company and we apologize to the extent that Members have experienced any frustration in this regard. Secondly, our records show that **************** spoke with a manager at the Royal Resorts on May 1, 2024, regarding her customer service concerns and provided feedback regarding the same. We appreciate feedback that ***************** provided as we are always willing to entertain suggestions on how we can improve our services.
  Furthermore,upon review of Members accounts, we find that ***************** previously contacted the ***************************** on February 3, 2023, requesting title change forms. In connection therewith, the forms were sent to Members attention. However,we have no record of Members (i) returning the forms, (ii) remitting the title change fee, or (iii) re-requesting the forms thereafter. Please note that on April 22, 2024, the title change fee increased to $665. Because Members did not timely remit the title change forms, Members are not entitled to a waiver of the increase to the title change fee, and we respectfully decline Membersrequest for the same. To the extent Members still wish to proceed with a title change, they will be required to remit the current fee in its entirety in connection therewith. We ask that Members please contact the undersigned at ********************************************* if they wish to proceed in this regard and we will be happy to expedite their request.
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  *********************************
  Paralegal,Legal Services

  Customer response

  06/07/2024

   
  Complaint: 21595876
  
  I am rejecting this response because:

  1.  Two emails were sent to ************************** (provided email link on members page); these were NEVER responded to

  2.  Forms were never received at our email ******************

  3.  Multiple phone calls were placed to interval servicing beginning in December 2023 by me to obtain these forms. The phone lines were not answered or we were placed in a queue of over ***** people (at times, over 30!).  Our longest holding time was six hours!!!!!  We were not alone in our concerns with regard to this and multiple members posted on ******** groups such as Royal Owners, For the Love of the Royals, and Royal Resorts Cancun Friends.  

  I again assert that Holiday Inn had a duty to return email information requests sent through the interval servicing site, a duty to make these forms available to members either through a working link on the interval members page or a direct download from the Royal site, and a duty to adequately staff phone lines and/or extend phone hours as I was told by the Guest Relations Manager that they were "overwhelmed" with the volume of calls.  Their failure to do so directly impacted on our ability to make any contract changes in a timely manner.  We are again seeking a moratorium on the rate increases until Holiday Inn is able to fulfill its duty to members.

  
  
  Sincerely,
  
  ******* & ***********************

  Customer response

  06/07/2024

  Please find two attached email responses from Interval Servicing indicating that they would be in touch regarding my requests for the forms to add my children to our contracts.  Of note, these are dated in March and early April - prior to any increases in fees.  It is apparent that these were sent to Interval Servicing requesting contract transfer forms after HIVC states that these same forms were sent to me in February.  Their reply indicates that I did not contact them after they sent forms in February; the uploaded emails show that I did attempt to contact them and never received any response!

  Business response

  06/17/2024

  We have received the rebuttal complaint filed by Mr. and ***************** (the Members).

  Members state that they have attached emails from the ***************************** to their latest complaint; however, please note that the Company did not receive any attachments in connection therewith. Notwithstanding the foregoing, we ask that Members provide copies of the emails directly to the ************************* at [email protected] receipt of the same, we will be happy to review and provide an updated response directly to Members.

  Sincerely,
  
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  *********************************
  Paralegal,Legal Services

  Customer response

  06/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Their most recent response indicates that there may be some attempt on their part to fully review our concern.

  While we have not reached a resolution, we will respond directly to the business in an effort to resolve this situation.
  Sincerely,
  
  ******* & ***********************

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was offered a 3-night, 4-day stay at a Holiday ******** Resort in ********** for $249, with the catch being that I would need to attend a session to learn more about their vacation program.Things started to unravel when I attempted to use the package for a trip to *********. Despite my initial agreement, I encountered a series of mishaps and miscommunications. First, I was booked into the ************ for dates I hadn't approved, then coerced into paying extra for a different resort due to availability issues. Even my attempts to extend my stay to accommodate a flight change were met with roadblocks and unhelpful responses.When I finally attended the presentation, it turned into a marathon session lasting nearly four hours, far exceeding the promised duration. I felt pressured and frustrated as the sales staff pushed me to sign up for ownership, disregarding my tight budget and time constraints.I have received relentless calls urging me to book vacations and even solicitations to invest further money into the program, despite my financial struggles. My attempts to adjust payment dates were met with inflexibility, and I was blindsided by unexpected maintenance fees.It wasn't until I reached out to cancel my membership that I discovered the full extent of my predicament I was locked into a timeshare agreement with an "active" loan, leaving me trapped in a financial nightmare.Now, I'm facing severe financial strain, damaged credit, and shattered dreams of homeownership, I'm desperately seeking assistance to remove myself from this situation and regain control of my finances and future.After submitting my initial request to Holiday Inn, I received a call from ***************************** on 3/13/24. I'm unsure as to why he would be the person calling me because he knows that he was the senior supervisor that I mentioned in my complaint. I am not comfortable having a conversation with him as he's since he's a part of my problem.

  Customer response

  05/08/2024

  Please find attached confirmation that Holiday Inn Club Vacations (HICV) has been repeatedly calling and leaving voicemails on my direct work line. I did not provide HICV with my work number, nor did I authorize them to contact me on it. It appears they obtained my contact information online, which I find concerning as this is my professional workplace. Such actions are highly unprofessional and disruptive.

  Customer response

  05/17/2024

  Again, please find the attached confirmation that Holiday Inn Club Vacations (HICV) has continued calling and leaving voicemails on my direct work line. I did not provide HICV with my work number, nor did I authorize them to contact me on it. It appears they obtained my contact information online, which I find concerning as this is my professional workplace. Such actions are highly unprofessional and disruptive.

  This is a new voicemail as of 5/17/2024

  Business response

  05/24/2024

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by ******************* (Owner).We appreciate the opportunity to respond to the concerns set forth therein.
  Our records reflect that in March 2023, Owner was transferred to the ***************************** by ***************************** (IHG). At that time,Owner was presented with a promotional offer to purchase a mini-vacation for $249. The terms of the promotion provided that Owner would receive a refund of the purchase price and ****** IHG Rewards Points if she scheduled and attended a two (2) hour timeshare sales presentation sponsored by the Company during the course of her mini-vacation. Owner agreed and purchased the mini-vacation.Owner, however, claims that she was dissatisfied with the dates she received for the mini-vacation and the fact that she was charged for additional nights.Please be advised Owner was sent a confirmation email confirming her purchase of the mini-vacation and memorializing the Details of Participation associated therewith. Pursuant to the same, Owner was provided clear disclosure that accommodations under the mini-vacation package were subject to availability and may vary by season. Additionally, the terms also disclosed that she would receive accommodations in a standard run-of-house hotel room and that upgrades and extra nights may be requested at an additional cost but are not guaranteed.Ultimately, Owner upgraded her mini-vacation to stay at the ******************** Resort located in *********, ******, and added an additional night to her stay. While we understand ****** dissatisfaction of being unable to change her dates and being required to remit additional fees, she was provided clear disclosure of all terms and conditions associated with the mini-vacation package. Notwithstanding the foregoing, Owner utilized her mini-vacation and attended the Companys presentation on July 13, 2023. At the conclusion of the presentation, Owner elected to purchase an annual Standard beneficial interest in the Orange Lake Land Trust (the ******hip). The ******hip entitles her to ******* points per annum in the Companys points-based exchange program, the Holiday ******** (Club).
  Pressure / Duration. The complaint states that the timeshare sales presentation lasted longer than anticipated. Owner also claims that she felt pressured to purchase.  Please be advised that all of our timeshare presentations are voluntary, and that they are approximately two (2) hours in duration for new purchasers, the actual duration of which depends on the level of interest of the prospective purchaser and the questions asked. At the conclusion of the timeshare presentation, if a prospective purchaser expresses an interest in making a purchase, inventory will be selected and contract documentation will be prepared, reviewed, and executed, which accounts for any additional time Owner spent at the sales center in connection with her purchase. If Owner does not want to attend additional sales presentations, she need only decline any invitations extended to her with respect to the same. Furthermore, our sales consultants are enthusiastic about vacation ownership and the benefits afforded through our Club. They make suggestions to prospective purchasers regarding how vacation ownership might be of interest to them. They do not, however, force prospective purchasers or owners to purchase timeshare interests. If Owner did not believe that her purchase constituted a good purchase at the right price, she was under no obligation to consummate the purchase and was welcome to leave the sales center without making a purchase, just as many other prospective purchasers do each day. In addition, at the time of purchase, Owner was asked to execute a Sales Pre-Confirmation Checklist and to identify her primary reasons for purchase thereon. Owner listed value of properties, location options, and positive reputation as her reasons for purchasing. As such, we dispute ****** assertions that she was pressured into purchasing a timeshare interest she did not want.
  Closing Process. Owner alleges that she was not given sufficient time to read the contract documents for the ******hip, which prevented her from adequately reviewing the terms of purchase. Please note that the Company is committed to ensuring that all of its owners are aware of the terms and conditions of their purchases at the time of sale. Upon conclusion of the sales presentation and prior to their execution of the purchase documentation, Owner was provided with a one (1) page Purchase Proposal setting forth the financial terms of the purchase in order to confirm her understanding and agreement to the same. Only after she executed the Purchase Proposal were contract documents generated for her review and execution. In connection therewith, Owner was escorted to meet with a ***************** Officer (***) who reviewed with her the details of her purchase to ensure that she had a full understanding of the terms and conditions associated with the ******hip, including without limitation, the financial obligations attendant thereto. Owner was afforded as much time as she needed to review the contract documents for her purchase in detail prior to the execution thereof and to ask for clarification regarding anything she did not fully understand in connection therewith. By ****** own admission, she was asked if she understood the terms of her purchase or had any questions in connection therewith. Therefore, if she required additional time or explanation, the *** would have been happy to provide the same. Had Owner notified the *** that she did not understand the purchase documents and/or any aspect of the purchase, the *** would have halted the sale to address those concerns. To the contrary, Owner affirmatively advised the *** that she understood the terms of her purchase and executed the contract documents.Furthermore, Owner admits that prior to leaving our sales center, she was provided with copies of the executed contract documentation for further review and reference. Please note that Owner had the opportunity to review the contract documentation during her statutory rescission period, and if during said timeframe she found that she was dissatisfied with her purchase, she could have elected to cancel the same. Owner, however, failed to exercise her rescission rights.
  Contract.Owner further alleges that the sales consultant advised her that the ******hip was not a timeshare. We dispute this claim. Our product is timeshare and is presented as such. The first sentence of the Purchase Agreement that Owner executed clearly discloses that she was purchasing a beneficial interest in the Trust which interest constitutes a timeshare estate in the timeshare plan known as Orange Lake Land Trust Plan. Additionally, the Owner Clarification Form executed by Owner uses the terms Timeshare Plan and Timeshare Interest throughout. As such, we dispute the allegation that that the ******hip was presented as something other than a timeshare interest.
  Club Benefits. Owner states that she was shown the benefits of vacation ownership at the time of purchase. This is accurate. Please note that Owner was advised at the time of sale, that enrollment into the Club would afford her the flexibility to travel to various locations. Owner may utilize her Club points to secure (i) reservations at any of the Companys thirty-one (31) resort locations, (ii) reservations at thousands of resorts through the Companys exchange affiliate, RCI, (iii) reservations at thousands of IHG-branded hotels worldwide through the Companys affiliation with ***************************** (IHG), and (iv) airfare, car rentals, cruises,and more through the ********************** Program. In connection with the Companys resort locations, Owner may secure reservations in any available unit,at any of the Companys resort locations, during any season, for any length of time, provided that she has the requisite number of Club points for the desired reservation, she books within her booking windows, and further provided that her account is current. Our sales consultants provided Owner with real time examples of reservations that can be secured through the use of Club points (whether at the Companys resorts or through the Companys affiliates), and the number of Club points required to secure each reservation. Please be advised that it was fully disclosed to Owner at the time of purchase that all reservations, including accommodations made available through IHG and RCI, are subject to availability on a first-come, first-served basis.
  The Member Guide provided to Owner clearly discloses that her reservation booking windows are (i) Resort Access, and (ii) Open Access. Resort Access allows owners who own or are assigned a particular resort, priority access, meaning that they can book reservations at their owned or assigned resort up to thirteen months in advance and reservations booked thirteen (13) to ten (10)months in advance are classified as Resort Access reservations. For inventory management purposes, each purchase in the Orange Lake Land Trust is assigned a resort. Therefore, with the purchase of the ******hip, Owner was assigned Resort Access to the ************ section of our Orange Lake Resort, located in *********, *******. Open Access allows owners to book reservations at any of the Companys resorts regardless of what they own. The Open Access booking window opens ten (10) months prior to the desired travel date.  Reservations booked the day prior to the date of travel up to ten (10) months prior to the date of travel are classified as Open Access reservations.
  Bonus Certificate. Owner states that she was provided additional points at the time of her purchase. This is accurate. At the time of purchase, Owner was issued a Bonus Certificate, which she executed on the date of purchase, entitling her to a one-time point allocation of ******* Bonus points. The terms of the Bonus Certificate provide that the ******* Bonus points would be applied to ****** account and such Bonus points would count towards her tier-member level status for 1 year from the contract completion date. The ******hip entitles Owner to Traditional membership level benefits and the Bonus Certificate increased ****** membership level to Preferred Platinum for a one-year period. Such membership level increase did in fact provide Owner with additional benefits such as advanced booking window discounts,complimentary nights, reservation upgrades, and more, that Owner would not have received without the Bonus Certificate incentive.
  Upon review of ****** use history, we find that she has yet to utilize her ******hip, or the Bonus Points allotted to her. To the extent Owner requires assistance with utilizing her ******hip, we recommend that she contact a Club Counselor at **************, who will be happy to assist in that regard. It should be noted, however, that ****** account is currently subject to use restriction as a result of the delinquencies thereunder. As such, Owner will be unable to secure reservations under her account until she brings her account current.
  Credit Card.Owner states that she was presented with the option to open a credit card at the time of purchase. Please note, purchasers are not required to apply for a credit card as a condition to purchase, nor do the Companys agents apply for credit on the behalf of purchasers.  Our agents advise prospective purchasers that they could apply for a credit card to assist with their purchase and that, if approved, they could utilize the same to remit the down payment for their purchase. The Company does not require prospective purchasers to apply for credit through a third party (affiliate exchange company RCI, or otherwise) and whether a prospective purchaser elects to do so is entirely within his or her discretion. If applying for credit, the applicant(s) would be subject to the terms and conditions of the financial institution issuing the credit. Similarly, how a purchasers elects to remit their down payment is also entirely within his or her discretion.
  Sales Team.Owner claims that our sales manager advised that by purchasing the ******hip,she could improve her credit and her ability to purchase a home. We dispute this claim. The Companys sales personnel are not financial advisors, and as such, they do not opine on or guarantee a persons ability to improve their credit and/or purchase a home. Owner also states that she was dissatisfied with the fact that the Sales Manager contacted her. Our records show that after Owner emailed the Company (as reflected by her attachments), the Sales Manager who assisted with her purchase attempted to contact her to address her concerns. The Sales Manager, however, was unsuccessful in reaching Owner.
  Owner further states that her sales consultant offered to drive her to her desired destination after the presentation ended. Please be advised that the Companys sales personnel are prohibited from utilizing their personnel vehicles to drive guests or owners off-site.
  Financial Obligations. Owner expresses dissatisfaction with her financial obligations and her mortgage due date. All financial obligations attendant to the ******hip were fully disclosed to Owner in writing at the time of purchase. Owner executed several purchase documents (i.e., Mortgage, Note,Purchase Agreement, and Closing Disclosures, etc.), which documents provided clear disclosure of her financial obligations. Additionally, please note that Owner executed an Automatic Mortgage Credit Card Authorization Form wherein she acknowledged and agreed to remit her mortgage obligations on the 27th of each month for a 120 month term. Therefore, when the Company was unable to process ****** automatic payment on October 27, 2023, as such, Owner was contacted and notified of the same. Additionally, when Owner spoke with the ************************************** requesting to change her mortgage due date, we can confirm that she was advised that such change would not be possible. Ultimately, if Owner did not agree to the financial obligations or any of the terms associated with the ******hip, including her due date, she was welcome to decline to execute the contract documents or to rescind her purchase within the statutory rescission period.  
  Personal Information. Owner claims that the Company sold her personal information.  We assure Owner that this is not the case.  As your office is presumably aware, there are a number of third-party timeshare exit companies engaged in a variety of unscrupulous practices aimed at extracting fees from unsuspecting timeshare owners. The Company does not endorse the actions of those entities nor does the Company sell personal information to such entities (or any other third-party entity for that matter).  To the extent Owner received communications from a third-party, we encourage her to utilize caution in connection with the same and emphasize that any calls or communication from said entity is not made at the direction or on behalf of the Company.
  Owner further claims that she did not provide the Company with her work telephone number and that we located said information online. This is inaccurate. At the time of sale, Owner executed a Loan Application wherein she specifically listed her cell phone number and business phone number. As such, each telephone number was documented within our systems on ****** account. Notwithstanding the foregoing, the Company has updated ****** account to remove her business phone number ending in 6815 from our systems.
  Exit Options. Owner claims that she was provided assurances that she could cancel the ******hip after one (1) year. Please note that Owner was provided the contract documents in writing at the time of sale. Both the Purchase Agreement and the *************** Disclosure Statement executed by Owner disclosed that she had a five (5) day rescission period to request cancelation. Furthermore, Owner received full disclosure that the ******hip may be canceled via (i) hand-delivered notice, or (ii) mailed notice, postmarked within the designated rescission period. The Company abides by the rescission period established by applicable laws and Owner was afforded the opportunity to review and rescind her purchase within the statutory rescission period, which she did not do. Had Owner requested contract cancelation in writing within the rescission period, the Company would have immediately canceled her purchase.
  Additionally,at the time of sale, Owner specifically initialed section 9 of the Owner Clarification Form which clearly discloses:
  If you no longer wish to maintain ownership of your Timeshare Interest, Developer currently offers an exit program which may allow owners who no longer have a mortgage on their Timeshare Interest, are current on all Assessments, and have no other encumbrances, to transfer their Timeshare Interest back to the Developer without compensation or any payment to the owner. Further details on this program can be found at www.orangelake.com/horizons. The Horizons program may be revised or discontinued at any time by Developer.
  As such, Owner acknowledged her understanding of the programs existence and that one of the requirements included the satisfaction of a mortgage and being current on all Assessments. Our records reflect Owner has not satisfied her mortgage obligations and is delinquent in the remittance of maintenance and mortgage dues. As such, Owner is not currently eligible to participate in the Horizons Program.
  Our records confirm that Owner has previously contacted our ******************* requesting cancelation in December 2023. At that time, Owner was advised that that due to her outstanding mortgage obligations, her only available option would be to sell the ******hip independently. Owner was advised that some owners have experienced success with resale through the third-party company,Timeshares Only. Please be advised that Timeshares Only is not affiliated with the Company and the Company makes no guarantees and/or assurances regarding the likelihood and/or success to be had via resale through Timeshares Only, or otherwise. And while Owner may opt to sell or transfer the ******hip to a bona fide third party in accordance with the Companys transfer requirements, and subject to any mortgage(s) placed on the property, the Company does not offer resale services to assist owners in this regard and we do not advise prospective purchasers to the contrary.
  Cancelation.Owner requests cancelation of the ******hip. Please be advised that ****** request is untimely as the rescission period has expired. And while we are sympathetic to ****** financial concerns, the same does not absolve Owner of her contractual obligations. Our records reflect that the documentation executed by, and provided to, Owner at the time of purchase is in order and that she received full and accurate disclosure of the terms and conditions of her purchase, including, without limitation, the financial obligations attendant thereto. Moreover, because Owner has outstanding mortgage obligations owed to the Company, she is not entitled to, or otherwise eligible for, cancelation of the ******hip. We therefore respectfully decline ****** request for the same.
  Please note that ****** account is currently delinquent. We therefore encourage Owner to contact our ***************************** at ************** to ascertain what options may be available to her at this time in order to assist in bringing and maintaining her account current. Extended delinquencies may ultimately lead to foreclosure.
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  *********************************
  Paralegal,Legal Services

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