Complaints

This profile includes complaints for Holiday Inn Club Vacations Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Holiday Inn Club Vacations Incorporated

  9271 S John Young Pkwy Orlando, FL 32819-8607

  
• 

  Sunset Cove Condominium Association of Marco Island, Inc.

  571 W Elkcam Cir Marco Island, FL 34145-2787

  
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  Holiday Inn Club Vacations Incorporated

  121 Emerald Loop Davenport, FL 33897-7752

  
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  Holiday Inn Club Vacations at Orange Lake Resort

  8505 W Irlo Bronson Memorial Hwy Kissimmee, FL 34747-8217

  
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  Oak N' Spruce Management, Inc.

  190 Meadow Street South Lee, MA 01260

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Holiday inn club vacation Purchased 4-30-2024 Have been unable to stay anywhere I actually want to stay. When I spoke to customer service, I would have to pay more to stay at a place that isn't disgusting. I agreed so I can be done with it and of course they cancelled saying it wasn't available even after I paid extra.This has been nothing but a pain and I would like a refund of $279

  Business Response

  Date: 04/17/2025

  BBB Case # ********      

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

  Our top priority is to ensure that prospective purchasers are well informed about the terms of their purchases of vacation packages offered by Holiday Inn Club Vacations Incorporated (the "Company"). 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 Ms. ***** regarding her concerns, and we are happy to report that we have reached a mutually agreeable resolution of the Complaint with her. 

  Sincerely,
  /s/***** ******
  ***** ******
  Manager-Paralegal
  Holiday Inn Club Vacations Incorporated

• Initial Complaint

  Date:03/28/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attended a timeshare presentation and signed a contract but then decided to cancel the contract but the agent I signed up with has not reached back out to me and I would like it documented that I reached out requested the cancellation within the policy&#**;s cool off period that allows me to cancel. I spoke to someone who confirmed they received my email requesting the cancellation but when I requested documentation of this they said they would get back to me and I have not received anything.

  Business Response

  Date: 04/14/2025

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by Mrs. ****** We appreciate the opportunity to respond to the concerns set forth therein.
  Our records show Mrs. ***** attended the Companys timeshare presentation on March 24, 2025, at which time she purchased an annual standard beneficial interest in the Orange Lake Land Trust (the Ownership), entitling her to ******* points in the Companys points-based exchange program, the Holiday Inn Club.
  Mrs.***** states that she has not received confirmation from the Company regarding the rescission email she sent to the Company expressing her intent to cancel the contract for the purchase of the Ownership.  We apologize for any delay in the Companys response and processing for the same.  Our records confirm that on March 28, 2025, the Company received Mrs. ****** rescission email. Our records further confirm that as of April 10, 2025, the account associated with the Ownership has been canceled within the Companys system.  On that same date, a refund in in the amount of $2,229.00 was issued to ******************** card, which constitutes a full refund of the down payment that Mrs. ***** applied to said credit card.  Please note that the normal processing time for Mrs. ***** to access the credit is approximately fifteen (15) business days from the date hereof.  We suggest Mrs. ***** contact her banking institution should she have any additional questions related to when the credit will be reflected on her statement.
  Based on the forgoing, we find that no further action is required by the Company in this regard.  Accordingly, Mrs. ***** has no further rights and/or obligations with respect to the Ownership. 

• Initial Complaint

  Date:03/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This "timeshare" company lures you in with a flashy weekend in a "resort" as long as you attend their sales pitch. During the sales pitch, they describe all the "perks" you would receive but they do not mention fees or difficulty in reserving a space for a vacation. They explain that we "own" property and even sell it as a real estate investment. This may be skirting the legal lines of things and perhaps they put it all in the fine print but it is still unfair and unjust. I regret not speaking up long ago but I was unaware of options as Holiday Inn Club Vacations would harass me and tell me that I cannot get out of this deal. I have sent multiple letters requesting cease and desist of non-written communication from them, but have received a few more calls. I have also respectfully requested they terminate my contract and I am not asking for any monetary refund. I have explained to Experian that I have had hidden fees and increased annual costs for no reason. I feel that because I am in the military, I was and am being targeted or taken advantage of. They should be able to conduct business this way. Again, I do not wish to pursue a refund nor is an apology necessary. I just want to cease doing any sort of business with this organization and perhaps prevent other people from falling into a ******* initial "purchase" date was more than 12 months ago but I am continuously dealing with these scammers.

  Business Response

  Date: 04/08/2025

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) regarding the complaint filed with your office by **************************** owns an annual timeshare interest at ***************************** Resort located in ***********, ***** (the Ownership) that he purchased from the Company on July 8, 2016.  The Ownership entitles Owner to ****** points every year in the Companys points-based program, the Holiday ******** Exchange (Club).  The points-based ownership offered through the Club is flexible and Owner may utilize his Club points to secure (i) reservations at any of the Companys thirty (30) resort locations,(ii) resort accommodations through RCIs external exchange program, and/or (iii) hotel accommodations at ***-branded hotels worldwide through **** One Rewards Program. 
  Marketing Promotions.  Owner claims that the Company lures you in with a flashy weekend to attend timeshare presentations.  To clarify, the ***************************** extends invitations to owners and guests wherein they are offered incentives in exchange for their attendance at the Companys timeshare presentation, the purpose of which is the solicitation of timeshare sales.  Owners are not obligated to accept any invitations and/or incentives offered to them and/or to participate in any promotion requiring their attendance at a timeshare sales presentation.  If Owner does not wish to attend the Companys timeshare presentations in the future, he is welcome to decline the invitation and incentives offered to him in exchange for his attendance.
  Usage / Availability.  Owner states that he has experienced difficulty securing reservations.  Owner receives ****** Club points each year to use, which points expire on December 31 of the second year after they are deposited into his account. If Owner is unable to utilize all of his points prior to their expiration, he is afforded the option of depositing them with IHG for use at over ***** IHG-branded hotels worldwide. Once deposited with IHG, his points will not expire.  In addition, Owner may utilize his points to secure reservations at thousands of resorts worldwide through **** external exchange program. 
  Owner was advised that all reservations are based on availability and the same was fully disclosed to Owner in writing at the time of purchase.  The Owner Clarification Form executed by Owner also clearly disclosed that we may not receive our first vacation choice and that alternative choices may be required to confirm an exchange through the Holiday in Club (i.e., dates, different resort, different unit size, etc.).   As such, it is recommended that owners book their reservation as far in advance as possible in order to maximize their chances of securing their desired reservations.  At no time was Owner provided any guarantee that each reservation requested would be available, or that he would have a sufficient number of Club points for all desired reservations.  Notwithstanding the foregoing, we have no records to indicate that Owner has been denied reservations due to a lack of availability. We do show, however, that in June 2022 Owner deposited ****** points with IHG, and that in August 2017 and September 2024 he secured reservations at the Hill Country Resort using his Club points.  If Owner is experiencing difficulty utilizing the Ownership and/or would like assistance securing reservations, we suggest that he contact a Club Counselor at ************** who will be happy to provide support in that regard. 
  Reservation Fees. Owner claims that he was not advised that he would be required to pay a fee for securing reservations.  At the time of Owners purchase in 2016, the internal reservation fee was currently $59 per transaction, and that fee today is currently $69 per transaction.  Owner was provided with clear disclosure that he is required to pay an internal reservation fee when booking reservations at the Companys resort locations,which disclosure is memorialized in the Sales Pre-Confirmation Checklist he executed.  Furthermore, Owner was advised that if he secured reservations through ***, for which the Company does not operate or control, he is required to pay an exchange fee ranging from $49 - $229 (the fees at the time of purchase and depending on the length of the reservation), as well as the fact that depositing Club points with *** requires the payment of an additional fee.  Notwithstanding the foregoing, Owner is not required to pay a reservation fee when booking MAXTime reservations (highly discounted last-minute reservations).  The Owner Clarification Form executed by Owner in connection with his purchase also clearly discloses that all fees are subject to change. 
  Maintenance Assessments. Owner states that the maintenance obligations attendant to the Ownership have increased since purchase.  Please be advised that it was fully disclosed to Owner at the time of purchase that the maintenance assessments are subject to increase over time.  The maintenance assessments are based on the annual budget approved by the Board of Directors of the Association for the continued operation and maintenance of the Companys resorts.  The Association does try and keep these costs as low as possible, however, there are a number of factors that impact the maintenance of the Companys resorts that are outside of the Associations control such as increases in the costs of labor, materials, insurance rates,etc.  We will continue to work with the Association to keep these costs as low as possible in the future for the benefit of our owners.
  Financial Assurances.  Owner claims that he was advised that the Ownership constituted a real estate investment.  We dispute this claim.  Please be advised that the Company does not sell its product as financial investments or as income generators.  It was fully disclosed to Owner at the time of purchase that timeshares are use-based products, the value of which is realized through the use of the same, and that they should not be purchased for financial investment purposes.  Owner acknowledged his understanding of the same when he executed the Purchase Agreement, which clearly states that Purchaser represents that Purchaser is purchasing the Vacation Ownership Interest(s) for the personal use of Purchaser and Purchasers family members and guests only, to hold for an indefinite time,and with no expectation of deriving any profit or tax advantage therefrom whether through income, appreciation or otherwise  Please be advised that Owner is not prohibited from selling his interest to a bona fide third-party, however, the Company does not provide assistance in those endeavors.
  Phone Calls. At the time of sale, Owner provided his phone number as a point of contact and, as such, the telephone number provided was documented in our systems on Owners account.  In connection therewith, we have attempted to contact Owner to discuss his account status and to provide him with options that may assist him with bringing his account current.  Upon receipt of Owners request that he no longer receive calls, the Company has notated his account, and Owner should not receive any additional phone calls to the phone number associated with his account for solicitation purposes.  However,this does not preclude the Company from contacting Owner directly for collection purposes.  
  Cancelation Request.  Owner states that he is not receiving assistance with his cancelation request.  Our records confirm that Owner contacted our ******************* requesting cancelation of the Ownership in July 2024.  At that time, Owner was advised that he did not qualify for surrender under the Companys Horizons Program because he had not yet satisfied the underlying mortgage.  Owner was advised that some owners have experienced success with resale through the third-party company, ********** Only.  Owner was also advised that ********** 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.
  Owner again requests account cancelation through the Better Business Bureau.  Please be advised that Owners request is untimely as the rescission period has expired. In addition, we have confirmed that the documentation executed by and provided to Owner at the time of purchase is in order and that he received full and accurate disclosure of the terms and conditions of the Ownership.  For these reasons, Owner is not entitled to,or otherwise eligible for, cancelation.  In addition, we wholly dispute Owners assertion that he was targeted or taken advantage of in connection with his purchase.  The Company is responsible for clearly, fully,and accurately disclosing the terms and conditions of its product, which is what transpired in connection with the sale of the Ownership.   If Owner did not want to purchase the Ownership, he was welcome to decline our offer and/or to rescind his purchase within the rescission period.
  Our records show that Owners maintenance account is delinquent and subject to use restriction.  As such, Owner will be unable to use the Ownership until such time that the delinquencies have been cured.  We encourage Owner to contact the ********************************************** at ************** to speak with an agent who will be happy to assist him with bringing and maintaining his account current so that he may utilize the benefits of his Ownership.  

  Customer Answer

  Date: 04/13/2025

   
  Complaint: 23128973
  
  To begin my response, I would like to ask that the Company mail physical copies of all referenced documents in their response. Please send all files in which I signed, to my address on file (***************************). I would appreciate the quickest shipping method available.  The following is broken down into responses to specific statements made by the company.

  
  We have no records to indicate that Owner has been denied reservations due to a lack of availability.

  
  There is no record of being denied because the places that I wanted to reserve were unavailable. I understand booking far in advance, but not everyone can do that.Especially those with families and more specifically, those in the military that are unable to find out whether they will not be deployed at a time greater than 6 months in the future. Additionally, the points needed for seasonally more desired locations are increased during those peak times. This is like price gouging of gas prices when the industry knows that more people will be travelling.

  
  Owner was provided with clear disclosure that he is required to pay an internal reservation fee when booking reservations  at the Companys resort locations, which disclosure is memorialized in the Sales Pre-Confirmation Checklist he executed.

  
  Regardless of being notified and what is in the fine print. The is extortion, what does the annual membership fees, mortgage, or maintenance fees pay for if I have to pay $69 to use something I apparently own. I had to pay a refundable deposit at each location for incidentals, which is understandable to protect the company from those that would damage their property.

  
  Furthermore , Owner was advised that if he secured reservations through ***, for which the Company does not operate or control, he is required to pay an exchange fee ranging from $49 - $229 (the fees at the time of purchase and depending on the length of the reservation), as well as the fact that depositing Club points with *** requires the payment of an additional fee.

  
  This is acceptable because I am not paying for a product with ***. It would be a better customer service practice if the company would absorb most of this,perhaps consider a flat rate of $49 as a co-pay and the company pays the difference in what is being collected.

  
  Owner is not required to pay a reservation fee when booking MAXTime reservations (highly discounted last-minute reservations).

  
  This response is the very first time I have heard of this option, could you tell me where this is advertised?

  
  The maintenance assessments are based on the annual budget approved by the Board of Directors of the Association for the continued operation and maintenance of the Companys resorts. 

  
  Who or what is the Association?  So, in summary, someone decides what its going to cost to run the business for the upcoming fiscal or calendar year and divide that figure by the number of victims in your system? And this happens without repercussions or without losing any business because of your legally binding extremely vague fine print.

  
  Owner claims that he was advised that the Ownership constituted a real estate investment. We dispute this claim.  Please be advised that the Company does not sell its product as financial investments or as income generators.  

  
  I do not claim that this was presented as an investment opportunity. If this is not a real estate purchase or transaction, then why is there a mortgage and why would my transfer of ownership, if I were allowed, include the required signing of a property deed?

  
  Upon receipt of Owners request that he no longer receive calls, the Company has notated his account,and Owner should not receive any additional phone calls to the phone number associated with his account for solicitation purposes.  However, this does not preclude the Company from contacting Owner directly for collection purposes. 

  
  These calls have not ceased; I have actually received at least 2 calls since I received the companys response. And no, collection calls are not precluded. I already receive a monthly statement telling what is due. I have also made a payment recently, and I will make more as I can. Feel free to send more frequent mail or specific letters requesting immediate payment. Should any type of call continue, I would consider it harassment, which is a highly unethical business practice. I am open to a scheduled phone conversation with someone who has more power than reading a prompt and collecting payment. I would be happy to discuss a mutually beneficial solution. Right now, this is one sided and a terrible,but apparently successful, organization is hiding behind the fine print that is barely (if at all) discussed during the purchasing process.

  
  Owner was advised that some owners have experienced success with resale through the third-party company, ********** Only.
  I have tried to use this organization, and I understand that it is not affiliated with Holiday Inn Club Vacations. Something tells me that there is a hidden agenda or commissioning agreement that helps the company. Timeshares only is also a fraud, preying on those desperate to escape the financially crippling burden of these timeshares. I will be disputing that company as well. I am tired of being taken advantage of. This company should not be recommended to anyone.

  
  Owner again requests account cancelation through the Better Business Bureau.  Please be advised that Owners request is untimely as the rescission period  has expired.

  
  This period is 14 days. This is before the first payment was even due. That designated time period is likely strategically chosen because it takes much longer for customers to realize that have been duped.

  
  For these reasons , Owner is not entitled to, or otherwise eligible for, cancelation.

  
  I am simply trying to escape this financial burden which was I was pressured into, however legal these methods and terms. I am not seeking compensation nor am I requesting any type of reimbursement. I just want to exit this relationship. I will be more than happy to pay the rest of the maintenance fees I currently owe (April 9, 2025) and for moral and legal reasons, I will pay my mortgage until we can come to a solution. I understand the position that the company is in. I do not agree with their morality, but I understand. That is why I am trying to handle this as simply as possible. I will continue to pursue cancellation by various methods until I am successful.

  
  If Owner did not want to purchase the Ownership,he was welcome to decline our offer and/or to rescind his purchase within the rescission period.

  
  Yes,we are living in a free country. I am not suggesting that I was violently coerced.I am saying that I was pressured into this agreement. I told my first sales representative that I was not interested. At that point, one of his colleagues stepped in and the pressure increased as the minute details of the offer were further disguised. When I continued to decline, I was brought to a supervisor or manager and pressured with increased tactics like claims that we (the company) can make this more affordable and customized to my lifestyle and budget. This continued well past the 2 hour requirement of attending the presentation to qualify for the weekend at the resort in ***********, which is nothing more than a hotel with mini golf.
  I felt as though the only way to escape was to agree to something. This reminds me of how interrogators push and push a suspect until their will power is diminished enough to get some vague confession. 

  Sincerely,
  
  ****** ******

  Business Response

  Date: 04/23/2025

  We have received the rebuttal complaint filed by ******************* We maintain that Owner received full disclosure of all terms and conditions attendant to his purchase, including without limitation, the financial obligations, and that reservations are subject to availability. Yet Owner insists that he was wronged by the Company for the reasons set forth in his complaint. We deny any wrongdoing on the part of the Company in connection with the sale of the Ownership.  Notwithstanding the fact that we previously responded with specificity addressing each of the issues raised in Owners initial complaint, Owner raises additional concerns in his newest complaint filing. We appreciate the opportunity to respond.   
  Presentation Duration; Pressure. Owner expresses dissatisfaction with the length of the Companys timeshare presentation.  The duration of our presentation is approximately two (2) hours for new purchasers, the actual duration of which will depend on a prospective purchasers level of interest and questions asked.  At the conclusion of the sales presentation, the prospective purchaser is asked whether he or she would like to make a purchase.  Those wanting to purchase will then select inventory and thereafter the contract documentation is prepared for the prospective purchasers review and execution.  In addition, any incentives offered to prospective purchasers in exchange for their attendance at the sales presentation are provided at this time. Each of these factors accounts for any additional time Owner may have spent at the sales center in connection with his purchase.    
  Owner further states that he was pressured into his purchase of the Ownership.  We dispute Owners characterization of our sales process as pressured.  Our sales consultants are enthusiastic about our resort offerings, but they do not force anyone to make a purchase, nor do they prevent anyone from leaving the sales centers.  In fact, many prospective purchasers leave our sales centers without making a purchase.  While Owner may have been initially disinterested in purchasing a timeshare, our records reflect that by the end of the presentation Owner had determined that he wanted to make a purchase.  In connection therewith, Owner executed the Sales Pre-Confirmation Checklist and identified his reasons for wanting to purchase the Ownership as flexibility/options, travel, and ****** from ******* [Sales Consultant], all of which are contrary to his assertions that he was pressured into making a purchase he did not desire or that he agreed to the purchase in order to leave the sales center. 
  MAXTime. Owner claims that he has never heard of the Companys MAXTime Savings program.  MAXTime Savings was disclosed to Owner at the time of sale and in the Member Guide he received in connection with his purchase.  Owner may log into the members portal for the Companys website under the Special Offers tab to view the current available MAXTime Savings offered exclusively to Club members.
  Real Estate Interest. Owner asserts that he was advised he was purchasing an interest in real property similar to real estate.  The Purchase Agreement provides clear disclosure that the purchase is for a real property interest.  Owner also executed a Mortgage and received disclosure of the real estate taxes applicable to the purchase in the Sales Pre-Confirmation Checklist, the Purchase Agreement and the Owner Clarification Form.
  Rescission. Owner expresses dissatisfaction with the timeframe afforded in which to cancel his purchase.  We would like to make note that it is each state, and not the developer, that provides the purchaser with a period to review the contract documentation and the timeframe and mechanism by which the purchaser is required to exercise those rights. The Company has ensured that the purchasers rescission rights are fully and conspicuously set forth in multiple locations in the contract documentation.  Owner did not exercise his rescission rights in connection with his purchase.   
  Financial Burden; Contracts.  Owner states the Ownership is a financial burden. We are sympathetic to Owners claims of financial hardship, but the same does not invalidate the contractual obligations he entered into on the date of sale.  We must advise Owner that he remains obligated to timely remit payments under the Ownership in accordance with his contractual obligations. As a first party debt collector we are permitted by statute to continue to attempt to collect on any valid debt as a result of the delinquency thereunder, which collection efforts conform to the applicable Federal and State laws.  To the extent Owner requires payment assistance, our ************************************* remains willing to assist Owner, and we encourage Owner to contact us at ************** in that regard. Likewise, Owner may contact the ********************************* at ********************************************** to request a copy of his purchase contracts.  

• Initial Complaint

  Date:03/25/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid Holiday ******** Horizons $2313 in December 2022 to process my timeshare surrender and issue a contract cancellation notice. I returned all documents Horizon requested; Horizon emailed 5/11/2023 that they had received them, would review and file them, then send me a contract cancellation notice afterward. The last thing Horizon told me was my case was being processed. Last month I learned they never processed the surrender. Instead, they had closed my case saying I did not return documents. When I contacted them, I was told they could not find anything else about my case and I would have to restart the process and pay all the fees (over $2300) again. I wrote to **** ******, CEO, sending copies of all the original documents and outlining in detail what had happened. I asked that the surrender be processed without further cost to me. Last week Horizons called in response. Their *** was unable to tell me what documents had been needed, what was in a ***** they sent to me in August 2023 (still enroute according to *****), and why they didnt follow-up with *****, or why they failed to contact me about any of this. He said that was just their policy. I was told I would not be charged another processing fee but would have to pay over $1300 more for accrued maintenance fees, which the caller could collect right then. This is not a reasonable resolution for me. Horizons received all the documents they requested in May 2023 and again in the letter to the CEO. Horizons may have completed most of the process and issued the contract cancellation notice (the August 2023 ***** they cant identify?), but failed to actually register the warranty deed. They can't provide any specific info, nor can they locate the documents. I would like Horizon to complete the surrender, send me the cancellation notice as they agreed when they took my $2313 in December 2023, and cancel any maintenance fees that have since accrued. I should not have to pay any additional fees.

  Customer Answer

  Date: 04/04/2025

  I misunderstood the release form and filled it out the incorrectly.  I have attached a release showing when the company started to bill me in Dec 2024.  This maintenance fee is the matter at dispute.  I am also attaching the most recent letter from the company.  Again, had they done the basic due diligence, rather than unilaterally closing my case without any contact with me, the additional fees would not have accrued. 

  Business Response

  Date: 04/21/2025

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by ********************* We appreciate the opportunity to respond to the concerns set forth therein. Owner currently owns one (1) annual fixed-week timeshare interest at the Hill Country Resort located in ***********, ***** (the Ownership).
  Owner is requesting assistance regarding the transfer of her Ownership back to the Company. Please be advised that in December 2022, Owner was presented with the option to relinquish her Ownership via the Companys Horizons Program on the basis that the loan obligations for the Ownership were satisfied and that she remit payment for the maintenance assessments for the invoiced maintenance assessments for the Ownership (i.e., year 2023). Thereafter, our records reflect that Owner began the surrender process through the Horizons Program and mailed back the executed Warranty Deed in May 2023; however, the surrender documentation for the Ownership could not be recorded in public records as additional supporting documentation is needed. In August 2023, Owner was advised in writing that in order to meet the applicable recording requirements, the Company requires an executed Affidavit of Heirship in order for title to the Ownership to be transferred back to the Company. However, our records further reflect that the surrender process was closed when Owner failed to return the requested original executed documentation. When Owner later contacted the Companys Horizons Department,she was advised of this information and was advised of the requirements to restart the surrender process, to which Owner expresses dissatisfaction through your office.
  Firstly, we apologize for any delays and/or inconveniences Owner has experienced in transferring the Ownership back to the Company.  Secondly,in the best interest of good customer service, the Company is willing to move forward with the surrender process without the requirement from Owner to remit any additional fees or payments to the Company. In an effort to expedite the resolution of this matter, a member of the ************************* will forward to Owner the necessary documentation in order to surrender the Ownership back to the Company. We ask that Owner please allow for 5-7 business days to receive such documentation. We appreciate Owners continued patience in this matter and can assure her that we are working diligently on resolving the same to her satisfaction.    

  Customer Answer

  Date: 04/22/2025

  I would like to clarify whether the company is waiving the additional past due and current 2025 maintenance fees in addition to the processing fees.  They have already said they will waive any additional processing fees.  I paid 1 year maintenance fees in advance as part of the surrender.  The company NEVER contacted me to let me know any additional documentation was needed.  I submitted the heirship documents as requested, fully executed.  I was NEVER notified there was a problem and I was NEVER advised that they were sending me subsequent documents (which were never delivered!).  The company NEVER followed-up.  I appreciate their willingness to waive fees but want to be clear that it is both their processing fees and their maintenance fees. 

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23116391
  
  I am rejecting this response because:

  I would like to clarify whether the company is waiving the additional past due and current 2025 maintenance fees in addition to the processing fees.  They have already said they will waive any additional processing fees.  I paid 1 year maintenance fees in advance as part of the surrender.  The company NEVER contacted me to let me know any additional documentation was needed.  I submitted the heirship documents as requested, fully executed.  I was NEVER notified there was a problem and I was NEVER advised that they were sending me subsequent documents (which were never delivered!).  The company NEVER followed-up.  I appreciate their willingness to waive fees but want to be clear that it is both their processing fees and their maintenance fees. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 04/25/2025

  We are in receipt of the newest the complaint filed with your office by Mrs.******* ******* wherein Owner requests clarification on the fees that the Company has agreed to waive in connection with the surrender of her Ownership back to the Company.  Please be advised that the Company is willing to waive the Horizons Program processing fee, as well as the outstanding maintenance assessments due under the Ownership.  Please note that on April 25, 2025, a member of our **************** emailed Owner at the email address listed in the Consumer Info portion of the complaint the surrender documents and instructions thereto.  We kindly ask that Owner respond to the email acknowledging receipt of the same.  

  Customer Answer

  Date: 04/28/2025

   
  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

  Date:03/25/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Weve been trying to reach a reasonable solution with Holiday Inn Club Vacations since September 25, 2024. But we havent gotten anywhere, instead we've been given the run-around and rejected at every attempt of our request to cancel our contract. Were exhausted, overwhelmed, and just want to be done with this timeshare. Elaines health has taken a serious turn. Shes not well, and her doctor told us traveling isnt safe for her anymore. Its not something thats going to get betterits chronic. We sent in medical papers to prove it, hoping someone would understand. But nothing came of it. The truth is, we cant use the timeshare at all anymore. On top of that, were both retired and living on a fixed income. The fees keep going up, and the payments are just too much now. Weve tried to keep up, but were falling behind. Just the other day, we got a final notice saying they might foreclose if we dont pay by February 6, 2025. That shook us up pretty bad. Were losing sleep over it. Were not asking for anything fancy. We just want to give the timeshare back and be free of it. We cant afford it, we cant use it, and we dont want it. Please, if theres anything you can do, we would really appreciate it. Thank you for listening to our story. Were hoping someone out there can understand what were going through and help us finally close this chapter.

  Customer Answer

  Date: 03/26/2025

  Hello, please keep an eye out for our completed authorization form, we'll sending it in at the fax number **************. please let us know when you receive it. 

  Business Response

  Date: 04/07/2025

  Please see attachment for the Company's formal response to the Spohns' complaint.
  

  Sincerely,

  HOLIDAY INN CLUB VACATIONS
  INCORPORATED

• Initial Complaint

  Date:03/20/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Both my wife and myself are retired now and have found the annual maintenance fees for our three properties have become a financial burden.We always felt pressure from sales representatives to purchase our last (2015 & 2019)properties to become Platinum members. These meetings that were held upon our vacation arrivals were always presented as a "review of our ****************** values accrued" made appealing by a complementary breakfast or lunch & a local restaurant meal gift card upon completion of the always lengthy discussion. In reality, these meetings were just another ploy to try to get us to buy more properties and/or company credit cards.We have incurred medical situations that as of now require constant attention:******* : 1. Trocantor fraction with loss of mobility (necessitates wheelchair when we had travelled) & daily use of cane 2. Loss of right eye peripheral vision 3. Irregular heart beat 4. Edema of extremities and numbness due to bilateral shoulder replacements 1. ******************* 2. Post Covid cough These conditions have resulted in both of us unable to travel as much as we would like.We have not traveled to our Florida timeshare since the Pandemic, 2019 and hope that we can resolve this situation with Holiday **************

  Business Response

  Date: 04/07/2025

  Please see attachment for the Company's formal response to Mr.Livolsis complaint.
  

  Sincerely,
  

  HOLIDAY INN CLUB VACATIONS
  INCORPORATED

• Initial Complaint

  Date:03/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was called from a Holiday Inn Club Vacations *** the end of July last year and was offered a 3 day 4 night stay that could be redeemed within 18 months. I was hesitant so I asked about refund policy during the call and the ***resentative assured me MULTIPLE TIMES that I would be able to cancel with a full $199.00 refund prior to my package expiring (so full refund within 18 months). I was also informed that I would be able to stay at the resort listed, with no taxes or resort fee costs to me, but upon attempting to book, neither of those are the case. With those reassurances confirmed by the sales *** as being part of the package, I purchased the package for $199.00. I WOULD NOT HAVE PURCHASED IF THE FULL REFUND WAS NOT OFFERED AS AN OPTION.After realizing others had a poor experience with Holiday Inn Club Vacations, I did not want to experience the hassle that others had and that I would cancel. I reached out on Feb of this year to cancel for a full refund based on what was committed to me multiple times during purchase. The *** said there were no refunds, and after explaining the situation several times they told me they would not refund me but to contact guest relations via ************************************************* I sent an email to guest relations outlining the commitment of a full refund being offered only for that email to be auto ***lied to stating it was not refundable.I was clearly lied to by the **** *** and was sold a mis***resented product. I would like a full refund for $199.00 and end this stressful situation.

  Business Response

  Date: 04/17/2025

  BBB Case # ********    

  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 (the "Company"). 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 Mr. ***** regarding his concerns, and we are happy to report that we have reached a mutually agreeable resolution of the Complaint with him.

  
  Sincerely,
  /s/***** ******
  ***** ******
  Manager-Paralegal
  Holiday Inn Club Vacations Incorporated

• Initial Complaint

  Date:03/18/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against Holiday Inn Club Vacations (HICV) due to misrepresentation, high-pressure sales tactics, and financial misguidance regarding a timeshare contract. Additionally, I have received written communication from **** confirming that my attempted upgrade was incomplete, providing an opportunity to cancel my contract entirely. Given the financial burden and misleading sales tactics used, I am requesting a full cancellation of my timeshare contract.Key Issues:Deceptive Sales ************** of Full Disclosure:I was misled into believing my purchase was a simple transfer of points, not a full financial upgrade.The total financial obligation ($31,872.14) was not disclosed to me at the time of signing.Contradictory Communication About Contract Finalization:**** initially claimed my contract was legally finalized, but later admitted in writing that the upgrade was incomplete without additional signed documents.Spouse Not Properly Informed:My husband was later instructed to sign documents without being fully informed of the financial commitment.He now refuses to pay due to this lack of transparency.Denial of Logical Payment *************** to Credit History:In a recorded conversation, a supervisor in ***** financial department firmly stated that no one in their organization could pause my payments, even though my case is under review.The same supervisor also repeatedly confirmed that HICV will make a negative note on my credit history, despite the dispute.Resolution Requested:1. Cancel my timeshare contract immediately due to misrepresentation.2. Freeze all payments and issue a full refund for ********************* Confirm that **** will not report any negative credit impact.This situation has caused severe financial stress and marital strain, and I ask for the BBBs assistance in mediating a resolution.

  Business Response

  Date: 04/27/2025

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed ********************** We appreciate the opportunity to respond to the concerns set forth therein.
  Owner entered into her first transaction with the Company on April 28, 2018, at which time she and her spouse, Kai ************** an annual Standard beneficial interest at the *********************************** located in ************, ******** (the Initial Ownership), entitling Owner and Mr. **** to ******* points per annum in the Companys points-based exchange program, the Holiday ******** (Club). Thereafter on December 26, 2021, Owner and Mr. **** elected to trade-in the Initial Ownership and apply the accrued equity thereunder towards the purchase of an annual Standard beneficial interest in the Orange ***************,entitling them to ******* Club points per annum (the Upgrade Ownership).  More recently, on December 17, 2024, Owner attended a Company-sponsored sales presentation by herself at the ************ Resort and traded-in the Upgrade Ownership for an annual Signature beneficial interest in the Orange *************** (the Active Ownership), entitling her to ******* Club points annually. 
  Please note that because Mr. **** was not in attendance at the December 2024 sales presentation, he did not take title as an owner under the Active Ownership.  As such, the contract documents prepared in connection with the Active Ownership only list Owner as an owner of said ownership. However, because Owner utilized the accrued equity from the Upgrade Ownership towards her purchase of the Active Ownership, Owner was advised that Mr. **** would need to agree to the same since they co-owned the Upgrade Ownership.  In connection therewith, a separate Warranty Deed and Equity Acknowledgement Transfer Form (collectively, the Transfer Documents) were sent to Mr. **** for execution to evidence his consent to the accrued equity from the Upgrade Ownership being applied as down payment for the Active Ownership.  Our records show the Company obtained signature from Mr. **** on the Transfer Documents on January 28, 2025.    
  Sales Presentation.  Owner states that she was subjected to high pressure and misleading sales tactics in connection with her purchase of the Active Ownership.  The Companys sales consultants are enthusiastic about vacation ownership and the Club program; however, they do not pressure, or otherwise force, prospective purchasers into purchasing timeshares, and we dispute Owners assertion to the contrary.  The Companys sales consultants also undergo rigorous training so that they can clearly and accurately describe the Companys program and the terms and conditions of purchase to prospective purchasers.  Those terms and conditions are clearly memorialized in the contract documentation Owner executed and received at the time of purchase. 
  Financial Obligations.  Owner claims she was not given proper disclosure of the financial obligations attendant to her purchase of the Active Ownership.  We dispute this claim.  At the time of purchase, Owner received full and accurate disclosure of the financial obligations attendant to the purchase,which obligations are fully memorialized in the documentation Owner executed.  It should also be noted that after Owner advised the sales consultant that she wanted to make a purchase, but prior to contract documentation being generated, Owner was presented with a one-page ******** Proposal, setting forth key terms of her purchase, including, without limitation, the purchase price, down payment, amount financed, monthly mortgage payments, maintenance assessments, term of loan, and interest.  It was only after Owner signed the ******** Proposal confirming her understanding and agreement to the terms contained therein that contract documents were prepared for her execution.  The contract documents further memorialize those terms, and were again clearly disclosed in the ******** Agreement, Promissory Note, Mortgage and the Closing Disclosures executed by Owner.  The annual membership fee, reservation fee,and exchange fees attendant to the Club program were also disclosed to Owner at the time of purchase and Owner acknowledged her understanding of the same when she initialed each disclosure on the applicable Sales Pre-Confirmation Checklist.
  Owner further claims that the Active Ownership constitutes a financial burden.  If at any time Owner felt that the changes she was making to her ownership portfolio did not constitute a good purchase for the right price, she was free to decline the purchase offers and leave the sales center without making a purchase.  Alternatively, Owner was provided with clear disclosure of her rescission rights and instructions on how to timely exercise the same in writing if she felt that canceling the purchase was the best thing to do.  Owner however, did not exercise this right.
  Purchasing New Inventory. Owner also claims that she was never advised that she was entering into a new purchase with the Company in connection with her purchase of the Active Ownership instead claiming that she understood that she was transferring points.  This assertion is inconsistent with all of the documentation executed by Owner at the time of purchase.  There was no transferring point component of this transaction, which consisted solely of an upgrade purchase of the Active Ownership.  At the time of purchase,Owner met 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 purchase of the Active Ownership.  Owner executed the Holiday ******** Exchange Program Membership Agreement which clearly disclosed that she would have ******* Signature points enrolled in the Club following her purchase of the Active Ownership.  And the Sales Pre-Confirmation Checklist clearly identifies her reasons for purchase of the Active Ownership as more resort availability, points for hotel stay in other countries, and lower maintenance fees, which Owner now has a greater booking window for Signature Collection inventory with her purchase of the Active Ownership, as well as more points are available to Owner than under her previous purchase, and her maintenance fees did decrease following her purchase of the Active Ownership.  As such, we dispute Owners assertions the terms of the transaction were misrepresented, as Owner was provided with full,clear and accurate disclosure of the Active Ownership at the time of purchase. 
  Assignment of Contract.  Owner further states that she received written confirmation from the Company that her purchase of the Active Ownership was incomplete.  Owner includes with her complaint a copy of the (i) Assignment of Contract, (ii) Mortgage and Note Modification Rider, and (iii) cover letter thereto (collectively, the Assignment Documents), and states that without execution of the Assignment Documents, she may cancel the Active Ownership.  Owners understanding of the effects of the Assignment Documents is misguided.  When Owner notified the Company that she wanted to add Mr. **** as a co-owner to the Active Ownership, she was advised that in order to do so Mr. **** would have to take an assignment of the contractual obligations and assume responsibility for the same, including,without limitation the mortgage obligations attendant thereto.  In connection therewith Owner and Mr. **** were mailed the Assignment Documents on February 11, 2025.  The cover letter to the Assignment Documents states that Owner and Mr. **** have thirty (30) days to return the executed Assignment Documents.  A reminder notice was sent to Owner on February 26, 2025 to return the executed Assignment Documents.  Because we have no record of receiving the executed Assignment Documents within that timeframe, the Company assumed that Owner no longer wished to add Mr. **** to title to the Active Ownership,and on March 17, 2025, Owner was sent notice that her request to add Mr. **** to the account was closed and that she assumes responsibility for the contractual obligations as the sole purchaser.  As such, we deny that Owner was advised her purchase transaction was incomplete or that Mr. **** is bound by the financial obligations of the Active Ownership.   
  Cancelation/Refund.  Owner requests cancelation and refund of her Active Ownership.  Owner has outstanding mortgage obligations owed to the Company and does not qualify for account cancelation.  Furthermore, her cancelation request is untimely for statutory rescission purposes.  We find that Owner was provided with accurate information and all requisite disclosures detailing the terms and conditions of her purchase.  On that basis and for the reasons set forth above, we respectfully decline Owners request for contractual relief and refund. 
  Owner expresses dissatisfaction with the fact that the Company will not pause her payments after her demand for the same.  Owners dispute of her contract does not invalidate her obligations thereunder, and in the absence of no wrongdoing found, the Company therefore requires Owner to abide by her contractual obligations.  Nonetheless,no payments have been remitted towards Owners mortgage obligations since February 2025.  The Company reports the status of each account, whether current or delinquent, to Experian on a monthly basis.  The non-payment of mortgage obligations can impact credit scores.  To the extent that Owner does not want delinquencies reported to Experian, Owner will need to bring her account current.  ***************************************** is ready to work with Owner to implement a plan to assist her with bringing and maintaining her account current and she may contact an agent at ************** to discuss the options that are available to her at this time.  

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23084262
  
  I am rejecting this response because:

  Misrepresentation and *******************************start="668" data-end="671"> Although the company claims full disclosure was made, I was not informed of the full loan amount, term, or long-term financial implications during the sales presentation. I was led to believe I was transferring points, not entering into a new mortgage obligation of over $30,000.
  High-Pressure and ***********************************start="1007" data-end="1010"> The sales process involved significant pressure, repeated verbal assurances that were inconsistent with the written documents, and rushed signing under stressful circumstances. Important documents, including financial disclosures, were presented only briefly or after verbal reassurances were made.
  Spousal ***************************start="1347" data-end="1350"> My husband was not present during the transaction. Although his later signature on "transfer documents" is cited, it was obtained based on incomplete and misleading information I received at the time. He was not made fully aware of the financial burden being imposed.
  Misleading ***************************************************start="1687" data-end="1690"> At one point, the company sent "Assignment Documents" implying that the ownership process was incomplete and that further documents were necessary to finalize the transaction. This contributed to my belief that the contract was not fully binding until both signatures were obtained.
  Failure to Provide Meaningful Recourse or ********************start="2034" data-end="2037"> Despite my immediate efforts to seek clarification and resolution after the sale, including multiple calls to the ***************** Officer and sales representative (which went unanswered), the company refused to work with me in good faith.
  Given these facts, I continue to assert that the transaction was conducted under deceptive, high-pressure tactics without full and fair disclosure.
  I respectfully request that my complaint remain open as unresolved and unresolved to my satisfaction.
  Thank you for your continued assistance.
  
  Sincerely,
  
  ** ***

  Business Response

  Date: 04/30/2025

  We have received the rebuttal complaint filed by **************** We maintain that Owner (i) was not forced to enter into a purchase agreement with the Company, and (ii) received full disclosure of all terms and conditions attendant to her purchase, including without limitation, the financial obligations, the fact that she was entering into an upgrade purchase as the sole purchaser, and the statutory rescission period thereto. Yet Owner insists that she was wronged by the Company for the reasons set forth her complaints.  We deny any wrongdoing on the part of the Company in connection with the sale of the Ownership.
  Upon receipt of Owners rebuttal, we again conducted a thorough investigation of Owners account. While we acknowledge that we were not present during the presentation, it is for this reason that we rely on the documents that were signed by Owner on date of sale. It should be noted that Owner was handed each document and controlled the pace by which she reviewed and executed the purchase documentation. Furthermore, Owner had the rescission period to further review the purchase documentation and to determine if the purchase was not a good fit for her. If Owner did not believe that her purchase constituted a good purchase at the right price, she was under no obligation to execute the purchase documentation, or alternatively could have elected to rescind her purchase, which she failed to do.
  In closing, we have re-verified that Owners contract documents were duly executed and that she received all requisite disclosures applicable to her purchase,including instructions on how to timely request cancelation of her contract within the statutory rescission period. Since all documentation executed at the time of sale is in order, signed and acknowledged by Owner, and because we could not substantiate Owners claims of misrepresentation, we stand by our initial response and our position remains unchanged.

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23084262
  
  I am rejecting this response because:

  I remain entirely unsatisfied with the companys repeated refusal to acknowledge verbal misrepresentation, emotional pressure, and withholding of financial details during the sales process. Their continued reliance on documentation ignores the context in which those documents were signed. I have since submitted a formal complaint to **** and the Florida Attorney General, and I consider this matter unresolved.
  
  Sincerely,
  
  ** ***

• Initial Complaint

  Date:03/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the same complaint that I have seen as several others on here. On 3/18/2025, after booking a hotel stay at a Holiday Inn I was asked to listen to short message for 500 reward points, so I said ok, thinking it was a recorded message. It turned out to be a timeshare vacation package sales pitch. After saying no repeatedly until the person offered a full cash rebate to me once I arrived, I finally accepted after verifying with the person specifically that this would be to stay at the Holiday Inn Resort, and not anywhere else. I have never received my contracts or any paperwork, and have nothing other than a confirmation number, CRA0003981966. However, after reviewing further on their website and calling them, I discovered that I was falsely sold a package that is to stay at affiliate hotels, not the resort, so I was lied to. It was also never communicated that it is non-refundable. I have called and emailed and requested a refund because I was fraudulently sold the package, but have been denied. They have sent a link to cancel the contract, but it is my understanding that they will simply deny the refund after I submit that. Also, my state is not included in the contract. I just want to stop the transaction and get some confirmation that I will get a refund.

  Customer Answer

  Date: 03/19/2025

  They have since said that they have cancelled my package and issued a refund but I did not receive a refund - at least not yet.  I am trying to download and complete the authorization form I need to send in to you but am having issues. 

  Business Response

  Date: 04/17/2025

  RE:     BBB Case # ********(Complaint)
  Mini-Vac # CRA0003981966 ***************************************
  
  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 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.
  
  Our records show that on March 18, 2025, Ms. ******** purchased the Package. Ms. ******** contacted the Company shortly after her purchase requesting cancelation of the Package she purchased. In the interest of customer service, the Company voided the transaction for the Package. Therefore, the charge for the purchase price attendant to the Package in the amount equal to $199 was never processed. We have confirmed with our accounting department that the amount of $199 was never charged to Ms. ********** credit card.  
  
  
  Sincerely,
  /s/ ***** ******
  ***** ******
  Manager-Paralegal
  Holiday Inn Club Vacations Incorporated
  

• Initial Complaint

  Date:03/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Against IHG (Holiday Inn Club Vacations) Misrepresentation of Refund Policy On August 18, 2024, I purchased a vacation package from IHG (Holiday Inn Club Vacations) over the phone for $199.00. Before agreeing to the purchase, I specifically asked the sales representative if the package was refundable. The representative explicitly confirmed that it was fully refundable, which was a key reason I proceeded with the purchase.The Problem:When I later attempted to schedule a vacation, I was unable to do so due to work commitments and lack of available vacation time. At that point, I contacted *** to request a refund, believing my package was refundable as promised during the sales call.However, I was shocked to be informed that the package was nonrefundable, which directly contradicted what I was told at the time of purchase. *** denied my refund request and failed to address my concern that their sales representative misrepresented the refund policy. Despite multiple requests for them to review the call recording, they have refused to acknowledge the false information provided.Steps Taken to Resolve the Issue:I contacted *** multiple times to request a refund based on their misrepresentation, but they repeatedly denied my request.I then disputed the charge with my credit card company (*****) under services not as described. Unfortunately, ***** denied my dispute, citing that too much time had passed.Why This is a Consumer Protection Issue:*** engaged in deceptive sales practices by falsely stating that the package was refundable when it was not.The company refuses to take responsibility for the misinformation given by their representative.I paid for a service under false pretenses Desired Resolution:I am requesting that *** issue a full refund of $199.00 to my credit card, as their sales representative provided false information about the refund policy at the time of purchase.

  Business Response

  Date: 04/11/2025

  BBB Case #      23077399

  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 (the "Company"). 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 Mr. ***** regarding his concerns, and we are happy to report that we have reached a mutually agreeable resolution of the Complaint with him.

  Sincerely,
  /s/***** ******
  ***** ******
  Manager-Paralegal
  Holiday Inn Club Vacations Incorporated