ComplaintsforHoliday Inn Club Vacations Incorporated

Vacation Timeshare

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Initial Complaint
06/06/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
REF: Getaway ID: ************* - ****************************** - IHG ********* - 5 days/4 nights package US$279.00 - cash offer US$279.00 returned back when attend a 1-2 hour seminar at the resort. Ref: Agent: ********************** #******, Reservation #: **************, Ref: SUJ0002129457 - Date: 1237PM - Jun 18, 2023 I booked the mentioned Getaway ID with **************** Inn Vacations for US$279.00 on Jun 18, 2023 (valid for 1 year) with their agent - ******* - At that moment Holiday Inn Vacation were or had acquired a few vacation properties in ******. I wasn't very keen on the US properties vacation package, however, their agent at the time assured me that I could switch to one of the Mexican vacation properties which is going to be available around Christmas 2023. As a placeholder and confirm my spot for 5 days (4 nights) a charge of US$279.00 was taken from me and I put ********* as the vacation spot. I was directed to the below link to be assured that the information was correct at the time.*************************************************************************************************************************************************************************************************** I have attached the email correspondences between Holiday Inn Vacations and me. I asked them to either offer me the package for their Mexican resort (which the agent assured can be switched upon Holiday Inn completing the purchase which they did in Dec 2023) or give me a refund back of US$279.00. They (Holiday Inn Vacations) refused to do either. This is dishonest and aggressive unethical sales tactics to lure people in buying their packages without honoring their promises/offers. I would much prefer they offer the 5 days/4 nights package to one of their 4 Mexican properties as indicated in the above link. If not, honor the full refund back of US$279 for mis-selling. Thanks,
Customer response
06/27/2024
Complaint ID: ******** - Resolved - Credit refund US$279.00
External
Inbox
Rekha and ***************************** <***********************>
Wed, Jun 26, 5:59?PM (17 hours ago)
Reply
to me
Hi *****,
Thanks for your letter dated Jun 24, 2024. I'm glad to inform that Holiday Inn Vacations **** refunded me back US$279.00 and I received this back on my credit card.
Thank you for and BBB for all your help
Regards,
Mahesh
Initial Complaint
06/03/2024
Complaint Type:
Order Issues
Status:
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.
Holiday Inn Club Vacations has caused us significant distress by engaging in predatory practices. We signed contracts on 8/16/21, 8/2/22, and 7/24/23 and have paid in excess of $22K to the company since our first interaction. From the beginning, we were misled and coerced into signing documents that did not reflect what was verbally promised by their sales staff. Each time, we were held captive for over five hours during high-pressure sales presentations, where we were bombarded with facts and figures. Exhausted, we were rushed through the contract signing process in ten minutes, without proper time to review and understand the terms. We trusted the sales and contract staff and believed we were signing a contract that both protected our investment as well as the companys business interest. However, this has not been the case.We were repeatedly guaranteed that Holiday Inn Vacations and the 'Developer' would buy back our 'valuable assets,' but the contract contradicts this. Their website also infers that they would work with us should we decide to sell our timeshare, but they simply said no to us on the phone in December of 2023. The purchase was presented as real estate with resale value, yet when we tried to sell, we were told it wasn't a physical asset and couldn't be sold. We were even misled into believing our children could inherit and sell this 'asset.' Despite multiple attempts to resolve these issues, the company has refused to cooperate, denying us the ability to work together on reselling or exiting ownership as initially agreed. We consider these actions to be unfair and deceptive business practices, violating US consumer protection laws (33 U.S. Code 931). The financial implications of these actions are significant and have put us in a precarious position as we have refused payments, that are now impacting our credit reports when they are the ones that negotiated in bad faith.
Business response
06/28/2024
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 Owner has entered into four (4) purchase transactions with the Company. His first transaction transpired on August 16, 2021, at which time he purchased an annual Standard beneficial interest in the Orange Lake Land Trust (the Initial Ownership) and joined the Holiday ******** Exchange Program (the Club), the Companys points-based exchange system. This purchase entitled him to ******* Club points per year. In August 2022, Owner entered into an upgrade transaction where he traded-in the Initial Ownership and applied the equity he had accrued therein towards the purchase of an annual Standard beneficial interest in the Orange Lake Land Trust (the Second Ownership), which entitled him to ******* Club points per year. At the same time, Owner also elected to add to his ownership portfolio by purchasing an annual Signature beneficial interest in the Orange Lake Land Trust (the Third Ownership), which entitles him to ****** ************** points per year.
Owners most recent purchase transaction with the Company occurred on July 24, 2023, at which time he advised that he wanted to trade-in the Second Ownership with the Company and apply the equity from the Second Ownership towards the purchase of an annual Standard beneficial interest in the Companys Orange Lake Land Trust (the Fourth Ownership), which entitles him to 4****** Club points per year.The Third Ownership and Fourth Ownership (collectively, the Active Ownerships) entitle Owner to a cumulative point allocation of ******* Club points per year. Owner *** utilize his 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, (iv) reservations at thousands of resorts worldwide through the Companys exchange affiliate, ********************** (II), and (v) airfare, car rentals, cruises, and more through the ********************** Program.
Duration of Sales Presentation. Owner expresses dissatisfaction with the length of the Companys timeshare presentation. The duration of our presentation is approximately two (2) hours for new owners, and one (1)hour for existing owners, 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 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 spent at the sales center in connection with his purchases.
Pressure.Owner states that he was subjected to pressure during the timeshare presentation. We dispute Owners characterization of the Companys sales process. Please note the Companys sales consultants, while enthusiastic about vacation ownership, do not force prospective purchasers into purchasing timeshare interests, nor do they prevent prospective purchasers from leaving the sales center without making purchases. In fact, many prospective purchasers who attend the Companys timeshare presentations leave the sales center without making purchases. All of the Companys sales presentations are voluntary. If Owner does not wish to attend additional sales presentations in the future, he is welcome to decline any invitations and/or incentives offered to him in exchange for his attendance.
Contract Execution. Owner claims that the contract execution process was conducted very quickly and that he was not fully aware of what he was signing.Please be advised that each prospective purchaser meets with a ***************** Officer (***) to review the terms and conditions of purchase. The *** then assists the prospective purchaser with the proper execution of the contract documentation. The *** allowed Owner as much time as he desired to review the contract documentation and to raise any questions regarding his purchases. Owner was handed each document and controlled the pace by which he reviewed and executed the same. If Owner required additional clarification or additional time for execution, he was welcome to ask his questions or to take as much time as he wanted to review the documentation prior to execution. If Owner had advised the *** at the time of contract execution that he did not understand the terms of his purchase, the *** would have halted the sale to address any concerns and/or inquiries. To the contrary, Owner proceeded with executing the required purchase documentation to complete his purchases and affirmatively advised the *** that he (i) understood the terms of his purchases,and (ii) was making an informed buying decision. Owner was also afforded the rescission period by which he could have further reviewed his purchase documentation and to cancel the purchases within the statutory timeframe. Owner did not exercise this right.
Investment;Value. The complaint states that Owner was advised that his ownerships constituted investments.Please be advised that the Company does not promote its products as financial investments, but rather as investments in the memories made by vacationing with family and friends. Because timeshares are use-based products, their value is derived from their use and our sales consultants present them as such. Owner acknowledged his understanding of the same when he executed the Purchase Agreements and Owner Clarification Forms,each which state that the purchase of the timeshare interest was for personal use and enjoyment.
Resale of Timeshare. The complaint further states that ***** was told that his ownerships could be resold. The Active Ownerships constitute deeded interests that *** be sold, and Owner was advised of the same at the time of each purchase. However, our sales consultant do not opine on the ease of resale of timeshare interests on the secondary market. Owner acknowledged this when he executed the Owner Clarification Form for the Active Ownerships, which states he purchased with no expectation of receiving any tax benefit or income from rental or profit from the resale of your Timeshare Interest and that the market for resale of timeshare interests is poorly established. The Purchase Agreement Owner executed set forth the disclosure that Seller makes no representations to Purchaser concerning rentals, rental income, income tax considerations, or investment potential. Notwithstanding the foregoing, Owner is not prohibited from selling his timeshare interests to a bona fide third party in accordance with the Companys transfer requirements,subject to any outstanding mortgage(s) that he has placed on the property.
We can confirm that in December 2023, Owners wife (Co-Owner of the Active Ownerships) contacted the **************************** requesting cancelation.At that time, our agent advised Co-Owner that she would be unable to surrender the Active Ownerships via the Horizons Program based on the fact that there are outstanding mortgages owed under each of the Active Ownerships. It should be noted that for each respective purchase, Owner and Co-Owner specifically initialed section 9 of the Owner Clarification Forms which clearly disclose:
If you no longer wish to maintain ownership of your Timeshare Interest, Developer currently offers an exit program which *** 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 *** be revised or discontinued at any time by Developer.
As such, Owner and Co-Owner acknowledged their understanding of the programs existence and that one of the requirements included the satisfaction of a mortgage. After our agent communicated such information to Co-Owner, she immediately became dissatisfied and advised that she would submit a complaint and dispute any charges with her credit card Company.
Owner also takes issue with the Companys website. Firstly, please note that the Company does not have, nor has it ever had, a buy-back or resale program.Instead, please note that the Companys Horizons website states, The ability to sell your timeshare (rather than cancel it) depends on several factors, including your ownership type and whether you have a mortgage. If selling your timeshare is your goal, the best way to start is by contacting our team directly to discuss your options. Therefore, when owners contact the Company inquiring about selling their timeshare interests, our agents will provide them with the Companys transfer requirements, which includes but is not limited to, the status of their mortgage. To the extent mortgage obligations have not been satisfied, owners are advised that they will first have to satisfy their mortgage or sell the timeshare interest independently to a bona fide third party for the outstanding balance owed. Co-Owner, however,did not inquire about resale options at the time of the December 2023 telephone call. We have no further record of Owner or Co-Owner contacting the **************************** thereafter. Instead, in February 2024, the Company received notice that Owner retained an attorney.
Inheritance.***** further claims that he was advised at the time of purchase that his Active Ownerships could be passed on to his children. This is accurate. The Active Ownerships constitute real property interests and as such, they are freely transferable to his offspring in the same manner other real property *** be transferred. He was also advised that to the extent the underlying mortgage obligations are satisfied, title will pass to his heirs without mortgage indebtedness, but that his heirs will remain responsible for the remittance of annual maintenance fees as maintenance fees constitute an ongoing obligation that runs with the land. To the extent his offspring did not want to take ownership of the interests, they would have been able to disclaim the same through applicable inheritance laws.
Cancelation. Owner requests cancelation of the Active Ownerships, a refund of monies paid, and a credit modification. Please be advised that Owners request is untimely as the rescission periods have expired. Our records reflect that the documentation executed by, and provided to, Owner at the time of each purchase is in order and that he received full and accurate disclosure of the terms and conditions of his purchases,including, without limitation, the financial obligations attendant thereto. Accordingly,we deny any wrongdoing, misrepresentation and/or violation of law based on the fact that all contract documents are in order and Owner met with a ***. Additionally,because Owner has outstanding mortgage obligations owed to the Company, he is not entitled to, or otherwise eligible for, cancelation of the Active Ownerships and we find no basis to warrant a refund of monies paid or a credit modification. We therefore respectfully decline Owners requests for the same.
Please note that Owners accounts are currently delinquent. Please further note that the Company is required to accurately report delinquencies to Experian. We therefore encourage Owner to contact our ***************************** at ************** to ascertain what options *** be available to him at this time in order to assist in bringing and maintaining his accounts current. Extended delinquencies *** ultimately lead to foreclosure.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

*********************************
Paralegal, ***** Services
Initial Complaint
06/03/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
05/22/2024
Complaint Type:
Product Issues
Status:
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.
My name is *************************** and I am submitting this formal complaint against Holiday Inn Club Vacations. I continue to request to be released and all I get are lies. I do not understand why they continue to hold my ownership with them hostage. They continue to request more and more money from me, even though I have been requesting this cancellation for over a year now. It seems they just want my maintenance fees to continue to accrue so they can get as much as possible out of me. The fact that they treat their owners like this proves exactly why I want out. I have explained to Holiday Inn numerous times that I have not used this timeshare once and I have no desire to. I have put out enough money to them and there is no mortgage. I was a loyal owner and paid my dues faithfully for 15+ years. But the minute I try to seek help and request to cancel my ownership, all of that goes out the window. They do not care about their owners, as long as they continue to receive payment. Unfortunately, we are just another number to them.Please review my case and help me seek the resolution I deserve. I am not asking for anything in return. I am just looking to sever all times with Holiday Inn peacefully and mutually. Thank you and I look forward to hearing from you.***************************
Business response
06/21/2024
Please see attached formal response from the Company.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Initial Complaint
05/16/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
05/10/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We are very disappointed and have lost a lot of money and not used the resort for anything we wanted. We used it one time when my daughter and her husband went to ******* this year and were not impressed, they even left early. It was the last option we tried to book with ****** points that we had to use or lose. We could not move them over anywhere because they were bonus points or something. It cost us $69 to book and they said every booking cost that for administration fees, they had to pay $115 security deposit. They left a day early because it was so expensive and they had to pay for everything they wanted to do. It is sad for such a reputable company like Holiday Inn (we heard more than once how they have had the best rating of all timeshares for years, in all the sales pitches) to have such a shady timeshare that we will be paying a lot of money for and never get to use for family vacations as we explained in every presentation was what we wanted. We were also told we could refinance this for a cheaper interest rate, but I havent be able to do that. Nobody wants to finance a timeshare.
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 Owner entered into her first purchase transaction with the Company on August 1, 2022, at which time she elected to purchase an annual Standard beneficial interest in the Orange Lake Land Trust (the Initial Ownership). The Initial Ownership entitled Owner to ****** Standard points per annum in the Companys points-based exchange program, the Holiday ******** ******* Later, on April 23, 2023, Owner elected to trade-in the Initial Ownership for the purchase of an annual Signature beneficial interest in the Orange Lake Land Trust (the Upgrade Ownership). The Upgrade Ownership entitles Owner to ****** ************** points per annum. Owner may utilize 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.
Fees.Owner expresses concern with the fees attendant to the use of her ownership. Please be advised that all fees applicable to each respective purchase were fully disclosed to Owner at the time of purchase.The Sales Pre-Confirmation Checklist she executed clearly discloses that in addition to any mortgage obligations she has assumed, she is also required to pay annual maintenance assessments, an annual membership fee and a reservation fee for each reservation. Furthermore, the Company does require each guest and owner to remit a security deposit at the time of check-in in the amount of $115.00,which amount is held on a credit or debit card and is fully refunded upon check-out and confirmation that no unpaid incidentals have been charged to the unit and no damage has been done to the unit. This is a standard practice in the hospitality industry, and we hope that Owner can appreciate the necessity for the same which allows us to cause damage to be paid by the persons who damage the property as opposed to the rest of the ownership base through increased maintenance assessments.
Reservation.Owner states that she was required to utilize ****** Club points towards a reservation or risk losing them. Upon review of our records, we find that in October 2023, Owner booked a reservation at the ***************************************** located in ********, ********. It should be noted that at the time Owner booked the reservation, she still had 2022 Club points remaining from her Initial Ownership. Even though Owner traded-in the Initial Ownership, the 2022 Club points associated therewith remained available for her use through their expiration date of December 31, 2023. In connection with booking accommodations, please note that when Owner received her 2022 Club points, she had the option of (i) booking a stay at the Companys resort locations, (ii)transferring her 2022 Club points to IHG by the October 1st deadline,or (iii) utilizing her Club points towards RCI reservations. Because Owner failed to deposit her 2022 Club points into IHG by October 1st,2022, Owner only had two (2) remaining options for utilizing her 2022 Club points prior to their expiration booking a reservation at a Company resort or utilizing RCI. Owner ultimately elected to book the above referenced reservation and paid the then-current $64 Club reservation fee at the time of booking. Per Owners complaint, her daughter traveled on the reservation and at the time of check-in she was required to remit the $115.00 security deposit. Please further note that at the time of each purchase, Owner was provided with a Member Guide which clearly discloses that some amenities at our resorts may require payment of additional fees. Our records also confirm that Owners daughter checked-out of the unit early; however, our records indicate that the early check-out was due to a family emergency.
Notwithstanding the foregoing, our records show that Owner has completed the above referenced reservation as well as transferred ****** Club points towards IHG, where points-so deposited never expire. To the extent Owner requires assistance with utilizing her Upgrade Ownership, we encourage her to contact a Club Counselor at ************** and someone will gladly assist her further in this regard. It should be noted, however, that Owners 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.
Refinance. ***** claims she was advised that she would be able to refinance her loan in order to obtain a lower interest rate. We dispute this claim. A persons ability to obtain third party financing depends upon a multitude of factors, including a persons credit history, the lenders requirements, and the lending climate at the time the loan is applied for. Our sales consultants are aware of this and as such they do not advise prospective purchasers regarding the likelihood that they will be able to secure alternate financing. Prospective purchasers are advised that there is no prepayment penalty if they elect to repay the loan prior to the maturity date. We, therefore, dispute the claim that Owner was advised to the contrary.
Cancelation Request. Although the complaint does not identify Owner's desired resolution, the Company assumes that Owner is requesting account cancelation. Please be advised that the rescission period has expired, rendering any such request untimely. In addition, we have confirmed 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 for the Upgrade Ownership. Furthermore, Owner has outstanding obligations owed to the Company. For these reasons, Owner is not entitled to, or otherwise eligible for, cancelation.
Please note that Owners mortgage and maintenance obligations are 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, ***** Services
Customer response
06/27/2024
Re: Case 21693425
External
Inbox
*************************
10:19?AM (52 minutes ago)
Reply
to me
I airboat that! You can accept it. Like I said, they have all the dates, but they do not have conversation which becomes a he said/ she said kind of thing so I'm sure their documentation is accurate for legality standpoint.

I appreciate you!

Thank you, have an amazing day!

*****
Initial Complaint
05/07/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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.
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
The complainant verified the issue was resolved to their satisfaction.
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
05/01/2024
Complaint Type:
Service or Repair Issues
Status:
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.
In June we were offered to go to Orange Lake Resort to participate in a 90 minute presentation and in exchange we would get a 3 night stay for and also a $400 gift card. This is where the lies and deceit started. We were there more than 3 hours and the gift card was only to be used at the resort.We are extremely upset with the experience. This timeshare purchase was under the advisement of *********************, who claimed herself to be an owner. She mentioned all of the great places we could travel and she kept saying that these places would be easy to book and that it would be $399 for the week stay. I asked her a few times if this was the case and she was naming all of the place she went for that price using her time share.We get home and try to use it and they said we would have to wait for them to set up the account and by the time we tried to book something the 10 days that we had to cancel were up. We contacted our ambassador ************ a few times and never got a return call. We tried booking with other people that worked there and no one knew anything about a $399 a week for any of their locations. I tried to go online to purchase and everything was booked. There were no places available! ****** told me during the 3 hours that we were there that because I was an owner I would get priority booking and that was so far from the truth. I was not able to book anything! Every attempt to utilize this timeshare was a complete let down and reveals more of the lies that were told to us! We were also not told that the maintenance fee would go up every year! We were so misguided! Ms ******** kept critical information from us!We feel that these practices are unethical and this situation should be rectified with the cancellation of this contractual agreement immediately and remove any further liability to pay any payment and the yearly maintenance fees, and are expecting a full refund of any monies we have already paid into these lies.
Business response
05/29/2024
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 Owner was invited to attend a Company-sponsored timeshare sales presentation at the Companys ******************************************* located in **************, *******, which he attended on March 18, 2023. At the conclusion of the same, Owner elected to purchase a Latitudes pre-paid vacation package (the Latitudes Package) through the ****************************** which would enable him to experience timeshare ownership on a trial basis. The Latitudes Package entitled Owner to one (1) eight-day, seven-night stay at any of the Companys resort locations set forth in the Latitudes Package Agreement executed by Owner at the time of purchase. The terms attendant to the Latitudes Package included the requirement that Owner attend a Company-sponsored timeshare sales presentation during the course of the reservation secured under the Latitudes Package. Additionally, the terms attendant to the Latitudes Package included that after Owner attended the timeshare presentation, he would receive a $400 voucher that would only be redeemable at the resorts gifting center or concierge desk. Our records reflect that Owner redeemed the Latitudes Package for a June 2023 reservation at the Companys Orange Lake Resort and attended our timeshare sales presentation as required on June 25, 2023. At the conclusion of the timeshare sales presentation, Owner elected to purchase an annual standard beneficial timeshare interest in the Orange Lake Land Trust (the Ownership). The Ownership entitles Owner to ****** points per annum in the Companys points-based exchange program, the Holiday ******** (Club).
Duration.Owner asserts that the timeshare presentation lasted approximately 3 1/2 hours. Please note that the Companys sales presentations are approximately ninety (90) minutes in duration, depending on the respective promotion they are touring under. However, the actual length of the sales presentation depends upon the prospective purchasers level of interest and the questions asked. If at the conclusion of the sales presentation, a prospective purchaser advises the sales consultant that he or she is interested in vacation ownership or adding onto an existing portfolio, inventory is selected and contract documents are prepared, reviewed, and executed, which accounts for any additional time Owner may have spent at the sales center.
Club Benefits. ***** claims that he was shown examples of places he could travel if he purchased a timeshare interest with the Company. At the time of the presentation, ***** was advised that upon purchasing with the Company,his timeshare interested would be enrolled into the Club which would afford him a Club point allotment each year. In Owners case, he is afforded ****** Club points per year which he can utilize to secure (i) reservations in any available unit at any of the Companys thirty-one (31) resort locations, (ii)reservations at thousands of resorts worldwide through the Companys exchange affiliate, ***, and/or (iii) reservations at thousands of hotels worldwide through the Companys strategic alliance with IHG. In addition, the Company offers members highly discounted rates on last minute travel through its MaxTime offers. Similar discounts are available through ***s Last Calls and Extra Vacation options. At the time of sale, our sales consultant 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.
Owner,however, states that he has faced difficulty booking desired reservations.Owner further claims that he was advised he could obtain a week stay for $399. In connection with the Companys resort locations, Owner was advised that Club points may be utilized to secure reservations in any available unit, at any of the Companys resort locations, during any season, for any length of time,provided that he has the requisite number of Club points for the desired reservation, and further provided that his account is current. Owner was also advised that in order to maximize his ability to secure desired reservations at the Companys resort locations, it is recommended that he book reservations as early as his booking window allows. With regard to the *** Exchange Program,Owner may elect to utilize his Club points to book reservations within ***s resort network. When making an *** points exchange reservation, Club points will be converted into *** points. Please note that *** offers many discounted week-long vacation opportunities. Upon review of our records, we find that Owners and/or his wife (hereinafter, Owners) previously contacted the Company requesting assistance with booking an *** reservation as they were unable to locate availability. Please note at the time of sale, Owners were provided with clear disclosure that ***s then-current exchange fees ranged from $59-$339 and that such fees are subject to change at ***s discretion. It was also expressly disclosed to Owners that all reservations, including accommodations made available through IHG and ***, are subject to availability on a first-come, first-served basis, and that they may not receive their first vacation choice, such that an alternate selection may be required in order to confirm a reservation. Therefore, to the extent Owners were unable to locate the example shown at the time of sale, they were reminded that all reservations are subject to availability and at no time were they provided with any guarantee that each of their desired reservations would be available. If Owners require assistance with booking reservations, we recommend they contact a Club Counselor by calling **************, who will be happy to assist them with booking reservations. Please note, however, that Ownersaccount is currently subject to use restriction due to the delinquency thereunder. As such, Owners will be unable to secure reservations under their account until they bring their account current.
Account Setup / ***** Communications. 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.
Owner states that he previously attempted to contact an Ambassador during his rescission period, but that his calls were not returned. Please note that the name of the employee Owner provided in his complaint was the ***************** Officer (***) that assisted him with his purchase. At this time, we are unable to locate a record of Owner contacting the *** during his ten (10) day rescission period. Instead, we find that Owners contacted the Company on or about July 15, 2023 (i.e., after their rescission period had expired). At that time, Owners left a voicemail requesting a call back from their *** or anyone who could assist them with how to set up their online account and begin booking. An agent from our **************** called Owners back and transferred them to our *************** for further assistance with their inquiries. Owners were then assisted by an agent from our ***************. Owners also contacted our **************** on or about August 1, 2023, with additional questions regarding their ownership, at which time our **************** assisted them with the same. Thereafter, we find that Owners made numerous calls to *************** with additional inquiries and on each occasion, our *************** assisted Owners with their inquiries; however, Owners remained dissatisfied with their purchase. Later, we find that Owners contacted our **************** on October 12 and October 24, 2023. In connection therewith, Owners left voicemails requesting that we return their calls. Our **************** called Owners back on each date but were unsuccessful in reaching then. However, we do find that on October 24, 2023, Owners were able to speak with an agent from our ******************** at which time Owners advised the Company that they were dissatisfied with their Ownership and requested cancelation. On that date,Owners were advised that due to their outstanding mortgage obligations owed to the Company, their only option was to attempt to sell their Ownership independently for the outstanding balance owed. Owners later sent the Company letters containing similar grievances contained within the Better Business Bureau complaint, which such letters are under review at this time.
Notwithstanding the foregoing, if Owners would like to provide proof in support of their claims of contacting the *** during their ten (10) day rescission period, we ask that they provide it to the undersigned at ********************************************* and we will be happy to review the same.
Maintenance Assessments. Owner claims that the Company failed to disclose the fact that maintenance assessments are subject to increase. This is untrue. All payment obligations attendant to Owners purchase were fully disclosed to Owner in writing at the time of sale. In addition, the governing documents applicable to Owners purchase clearly discloses that the maintenance assessment obligation is on-going and the fact that it is subject to increase. The Association strives to keep maintenance assessments as low as possible, however, there are factors that are outside of our 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. Owner requests cancelation of the Ownership and a refund of monies paid. Please be advised that Owners request is untimely as the rescission period has expired. In addition, the documentation executed by,and provided to, Owner at the time of purchase is in order and he received full and accurate disclosure of the terms and conditions of his purchase, including,without limitation, the financial obligations attendant thereto. Moreover,because Owner has outstanding mortgage obligations owed to the Company, he is not entitled to, or otherwise eligible for, cancelation of the Ownership or a refund of monies paid. We therefore respectfully decline Owners request for the same.
Please note that Owners account is currently delinquent. We therefore encourage Owner to contact our ***************************** at ************** to ascertain what options may be available to him at this time in order to assist in bringing and maintaining his account current. Extended delinquencies may ultimately lead to foreclosure.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

*********************************
Paralegal,Legal Services
Customer response
05/30/2024

Complaint: 21652904

I am rejecting this response because:

Dear ****************** and Holiday Inn,
Thank you for your prompt response to my complaint. However, I find the reply inadequate and not addressing the core issues of my grievances. I wish to clarify and further emphasize the following points:

Duration of Presentation and Misrepresentation of Gift Card:
While you acknowledged the extended duration of the presentation, it is unacceptable that what was promised as a 90-minute presentation turned into a 3 hour ordeal. This excessive length was a significant inconvenience and misrepresentation of the process. Additionally, the gift cards limitation to only being used at the resort was not adequately communicated to us beforehand, which felt deceitful and diminished the perceived value of the offer.

Misrepresentation by Sales Representative:
********************** statements about the ease of booking and the $399 week-long stays were grossly misleading. She repeatedly assured us that booking our desired locations would be straightforward and that as owners, we would have priority booking access. These assurances have proven false, as we have encountered consistent difficulties and unavailability when attempting to book. This misrepresentation significantly influenced our decision to purchase the timeshare.

Account Setup and Rescission Period:
We were led to believe that we could begin utilizing our ownership immediately, but the delays in setting up the account impeded our ability to make bookings within the ten-day rescission period. Despite multiple attempts to contact ************, our calls were not returned, leaving us without the necessary support during this critical time. The inability to utilize the ownership effectively within the rescission period was not our fault but a result of the companys delayed processes.

Maintenance Fees:
While you claim that maintenance fees and their potential increases were disclosed, this information was not made clear during the sales presentation. The lack of transparency regarding these ongoing costs adds to the feeling of being misled and burdened with unforeseen expenses.

Cancellation and Refund Request:
The denial of our request for cancellation and a refund, citing the expiration of the rescission period and outstanding mortgage obligations, is unacceptable. The decision to purchase was based on misleading information and deceptive practices. We were not given the information about the rescission period until that period had passed. Given the circumstances, it is only fair and ethical to allow us to cancel the contractual agreement and receive a full refund for the payments made.

Conclusion:
Your response fails to address the fundamental issue of misrepresentation and the unethical practices we encountered. We were sold a product based on false promises and incomplete disclosures, and we have been unable to derive any benefit from this timeshare. We reiterate our request for the cancellation of the timeshare agreement, removal of any further liabilities, and a full refund of all monies paid. We expect a resolution that acknowledges and rectifies the misleading practices we experienced.

Sincerely,
*******************
Business response
06/07/2024
We have received the rebuttal complaint filed with your office by ************** (Owner). We maintain that Owner (i) was provided clear disclosure that the Latitudes Package $400 voucher would only be redeemable at the resorts gifting center or concierge desk at the time he executed the Latitudes Agreement, (ii) was not forced to enter into a purchase agreement with the Company, (iii) received full disclosure of all terms and conditions attendant to his purchase, including without limitation, the financial obligations, the fact that all reservations are subject to availability, and the statutory rescission period thereto, and (iv) could have utilized his Ownership immediately after purchasing by contacting his ***. Yet Owner insists that she was wronged by the Company for the reasons set forth his complaints. We deny any wrongdoing on the part of the Company in connection with the sale of the Ownership to Owner and Owners claims are simply without merit.
Owner insists that not provided disclosure of the rescission period until have the same had passed. This is untrue. Owners rescission rights were fully set forth on the Purchase Agreement and ***************** Disclosure Statement provided to Owner at the time of purchase. Please note the fact that Owner not only received full written disclosure of this information, he also specifically signed these documents memorializing his receipt and understanding of the same.The Company abides by the rescission period established by applicable laws and Owner was afforded the opportunity to review and rescind his purchase within the rescission period, which he did not do. Had Owner requested contract rescission in writing within the rescission period, the Company would have immediately canceled his purchase. As such, we reject his allegations that the sales personnel were not transparent about the terms and conditions of his purchase or that information was omitted in connection therewith.
Owner,however, insists that he contacted the *** during his rescission period in attempts to utilize his Ownership. We maintain we are unable to substantiate Owners claim and restate that if Owner would like to provide proof in support of his claims of contacting the *** during the ten (10) day rescission period, he may provide it to the undersigned at ********************************************* and we will be happy to review the same.
In closing we reviewed each of the concerns set forth in Owners complaint and have responded with specificity in our previous response. Because we are unable to substantiate his claims of misrepresentations and/or wrongdoing on the part of the Company, we stand by our previous response and our position remains unchanged.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Customer response
06/12/2024

Complaint: 21652904

I am rejecting this response because:

June 12, 2024
Holiday Inn
9271 S. ******************************************;
Orlando, FL 32819
Re: BBB ******************** ID #********
Dear ****************** and Holiday Inn Club Vacations,
Thank you for your response. However, I find your reply insufficient and dismissive of the core issues I have raised. I wish to clarify and further emphasize the following points, as well as address the inaccuracies in your response:
1. Misrepresentation of Gift Card Usage:
While you assert that the $400 voucher's limitations were clearly disclosed at the time of signing the Latitudes Agreement, this was not effectively communicated during the presentation. The way this information was presented was misleading and resulted in a perception of greater value than what was actually provided.
2. Duration and Misrepresentation of Presentation:
The presentation significantly exceeded the promised 90-minute duration, lasting 3 hours. This not only caused inconvenience but also suggests a deliberate attempt to exhaust and coerce attendees into making ***** decisions under duress.
3. Sales Representative Misleading Information:
The assertions made by ********************* about the ease of booking and the benefits of ownership, such as priority booking access and $399 week-long stays, were grossly misleading. These assurances influenced our decision to purchase, and their falsity has directly impacted our ability to utilize the timeshare as intended.
4. Account Setup and Rescission Period:
Despite your claim that ownership could be utilized immediately, the delays in account setup prevented us from making bookings within the ten-day rescission period. Our attempts to contact the ***************** Officer (***), ************, went unanswered, leaving us without support during this critical period. This issue was not due to our negligence but a result of the company's delayed processes.
5. Maintenance Fees Transparency:
The disclosure of maintenance fees and potential increases was not adequately communicated during the sales presentation. The lack of transparency regarding ongoing costs contributes to the feeling of being misled and burdened with unforeseen expenses.

6. Documentation and Rescission Period
While you state that the rescission rights were clearly outlined in the Purchase Agreement and ***************** Disclosure Statement, these documents were not adequately explained to us, nor was the importance of the rescission period emphasized. Signing documents under the circumstances of a high-pressure sales environment does not equate to informed consent. These documents were also not provided to us until we called Holiday Inn and Spoke to ************** in October of 2023. 10/24/2023 10:32 AM CDT ***** sent us our Purchase Agreement.

7. Request for Proof of Contact:
Regarding your invitation to provide proof of attempts to contact the *** during the rescission period, we are in the process of gathering any possible documentation and records of our attempts. You should have call logs and recordings of our call to Holiday Inn. However, the burden of proof should not solely rest on us when the failure to respond lies with your representative.
In conclusion, your response fails to address the fundamental issue of misrepresentation and the unethical practices encountered during the sales process. We reiterate our request for the cancellation of the timeshare agreement, removal of any further liabilities, and a full refund of all monies paid. The practices employed during our sales experience were deceptive, and the inability to utilize the timeshare as promised has left us with no recourse but to seek resolution through this complaint.
We expect a resolution that acknowledges and rectifies the misleading practices we experienced. Failure to do so will leave us with no choice but to pursue further action through appropriate channels and continue to escalate our complaint.
Sincerely,
*******************

Business response
06/21/2024
We have received the second rebuttal filed by ************** (Owner). Upon review of our files, we find that we have reviewed each of Owners allegations and previously responded with specificity addressing each of the issues raised in his complaints.
Owner insists that he did not receive his purchase documents at the time of sale. We dispute this claim. At the time of sale, Owner executed the Receipt For Timeshare Documents and ***************** Disclosure Statement acknowledging and verifying that he received all documents required under applicable law in connection with his purchase.
Our records reflect that Owner received full and accurate disclosure of the terms and conditions applicable to his purchase at the time of sale. Accordingly, we stand by our previous responses and our position remains unchanged. Owner is required to abide by his contractual obligations. Owners account is delinquent and extended delinquencies may ultimately lead to foreclosure. If Owner wishes to avoid foreclosure, we recommend he contact our ***************************** to ascertain what options may be available to him to bring and maintain his account current.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Customer response
06/25/2024

Complaint: 21652904

I am rejecting this response because:
June 25, 2024
Holiday Inn
9271 S. ******************************************;
Orlando, FL 32819
Re: BBB ******************** ID #********
Dear ****************** and Holiday Inn Club Vacations,
Thank you for your most recent response. While you maintain that all necessary documents were provided at the time of sale and that our concerns have been adequately addressed, we must once again assert that your response fails to address the core issues raised in our complaint. We wish to further clarify our position and respond to the points made in your latest communication.
1. Receipt of Purchase Documents:
   Despite your insistence that we acknowledged receipt of all purchase documents at the time of sale, we did not receive these documents until we contacted ************** on October 24, 2023. This significant delay in receiving critical documents directly impacted our ability to exercise our rescission rights within the legally mandated period.
2. Misrepresentation of Gift Card Usage:
   Your response did not address our concern that the $400 voucher's limitations were inadequately disclosed during the presentation. The misleading representation of this voucher contributed to our decision to purchase under false pretenses.
3. Extended Presentation Duration:
   The presentation lasting 3 hours instead of the promised 90 minutes caused undue pressure and fatigue, influencing our decision-making process. This extended duration was a tactic to coerce us into making a ***** purchase decision.
4. Sales Representative's Misleading Information:
   ********************* provided false assurances regarding the ease of booking and benefits of ownership, such as priority booking access and $399 week-long stays. These misrepresentations were a key factor in our decision to purchase, and their falsity has significantly impacted our ability to utilize the timeshare.
5. Delays in Account Setup:
   The delays in account setup prevented us from making bookings within the rescission period, despite your claim that ownership could be utilized immediately. Our attempts to contact the ***************** ******** ************* went unanswered, which was a failure on the part of your company's processes, not our negligence.
6. Lack of Transparency in Maintenance Fees:
   The ongoing costs, including maintenance fees and potential increases, were not adequately communicated during the sales presentation. This lack of transparency has left us with unexpected financial burdens.
7. Documentation and Rescission Period:
   While you state that the rescission rights were clearly outlined in the Purchase Agreement and ***************** Disclosure Statement, these documents were not adequately explained to us under high-pressure sales circumstances. The importance of the rescission period was not emphasized, and the documents were not provided until October 24, 2023.
8. Proof of Contact:
   The burden of proof should not solely rest on us when the failure to respond lies with your representative.
Given the numerous instances of misrepresentation, delayed communication, and inadequate disclosure, we find your response insufficient. We are no longer willing to maintain any relationship with Holiday Inn Club Vacations. The unethical practices employed during our sales experience have left us no choice but to demand the cancellation of the timeshare agreement and the removal of any further liabilities.
We simply want to be released from our obligations and will not be paying any additional amounts to your company. We urge you to reconsider your position and work with us to resolve this matter amicably.
Sincerely,
******************* & **********************************

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