ComplaintsforHoliday Inn Club Vacations Incorporated

• Initial Complaint

  04/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

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

  Customer response

  05/01/2024

  To whom it may concern,

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

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

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

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

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

  
  I kindly request BBB intervention to facilitate a prompt resolution.

  
  Thank you very much,
  ***

  Business response

  05/16/2024

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

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

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

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

  Sincerely,

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

  Customer response

  05/16/2024

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

• Initial Complaint

  04/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

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

  Business response

  05/08/2024

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

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

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

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

  Sincerely,

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

  Customer response

  05/08/2024

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

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  05/13/2024

  May 13, 2024

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

• Initial Complaint

  04/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

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

  Customer response

  04/22/2024

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

   

  Thank you,

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

  Customer response

  04/23/2024

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

  Customer response

  04/29/2024

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

   

  Business response

  06/07/2024

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

  Customer response

  06/07/2024

   
  Complaint: 21595876
  
  I am rejecting this response because:

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

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

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

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

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

  Customer response

  06/07/2024

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

  Business response

  06/17/2024

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

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

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

  Customer response

  06/18/2024

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

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

• Initial Complaint

  04/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  *************************************** Subject: Timeshare Cancellation Request - Account #******* To Whom It May ********* am writing this letter to formally request the cancellation of my timeshare membership with account number *******, which was purchased during a stay at Holiday ******** Vacation in Orlando in January 2023. My name is ***************************, and my wife's name is *********************************.During our visit to Holiday ******** Vacation, we were approached by a sales representative who persuaded us into purchasing a timeshare. Despite our initial reluctance and assurance that we were not interested in acquiring an additional financial obligation, the agent, along with his managers, persisted and continuously reduced the sale price to convince us to make the purchase.Regrettably, the promises and assurances made by the sales team have proven to be false.Since signing up for the timeshare, we have encountered numerous issues that were not disclosed at the time of purchase. Despite being told that we could book our vacation home one week prior with no blackout dates, we have faced continuous difficulties in securing reservations. Attempts to book during holiday weekends were unsuccessful due to claimed lack of availability, contradicting the information provided during the sales pitch.Furthermore, when attempting to utilize the timeshare for an international hotel during the summer, my wife was unexpectedly asked to pay a significant fee, a condition that was never communicated to us during the sales process. These discrepancies between the promises made and the actual terms and conditions of the timeshare have made it virtually impossible for us to enjoy the benefits we were led to believe would be available.In light of these misrepresentations and the financial burden that the timeshare has become, I am formally requesting the cancellation of our timeshare membership with account number *******.

  Business response

  05/24/2024

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by Mr. and ********************* (******). We appreciate the opportunity to respond to the concerns set forth therein.
  ****** entered into their transaction with the Company on January 16, 2023, at which time they purchased an annual standard beneficial interest in the Orange Lake Land Trust (the ******hip). The ******hip entitles them to ****** points per annum in the Companys points-based exchange program, the Holiday ******** ******* ****** 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, ***, and (iv)discounts on airfare, car rentals, cruises, and more, through the ********************** program.
  Timeshare Presentation. ****** claim that the Companys sales personnel were persistent and that they felt misled into purchasing the ******hip. Please be advised that the Companys sales consultants are enthusiastic about vacation ownership and the Club program; however, they do not mislead or otherwise force prospective purchasers into purchasing timeshare interests from the Company, nor do they prevent prospective purchasers from leaving the sales center without making a purchase. In fact, many prospective purchasers who attend the Companys timeshare presentations leave the sales center without making purchases. Moreover, the Companys sales consultants clearly describe, in detail, the benefits, rights, and obligations attendant to each timeshare purchase. At the conclusion of the presentation, the sales consultant makes a purchase recommendation. To the extent a prospective purchaser objects to the purchase on the basis of price, the sales consultant will notify the sales manager who will attempt to locate inventory having a lower purchase price or more favorable financing terms. Prospective purchasers are welcome to decline any offer presented to them. It is ultimately up to the prospective purchasers to determine if the offers presented constitute good offers at the right price. Ultimately, ****** affirmatively advised our sales consultant that they wanted to consummate their purchase.
  The complaint further states that the ******hip is other than what was presented to ****** at the time of purchase. We dispute ****** claims that the sales personnel misrepresented the terms and conditions of the ******hip. Please note that the Company is committed to ensuring that all of our owners are aware of the terms and conditions of their purchase at the time of sale.  To that end, the Companys sales consultants are trained individuals who exercise care in clearly describing in detail the benefits, rights, and obligations attendant to each purchase.  Furthermore, as part of the sales process,****** were required to meet with a ***************** Officer to review the contract documentation and the details of their purchase to ensure that they had a full understanding of the terms and conditions associated with the ******hip. ****** were handed each document and were provided the opportunity to review each in detail prior to signing, as well as the opportunity to ask for clarification regarding anything they did not fully understand in connection therewith. If ****** had communicated to the ***************** Officer that they did not understand the purchase documents and/or any aspect of the purchase, the ***************** Officer would have halted the sale to address those concerns. Likewise, if ****** required additional explanation or more time to review the documents the ***************** Officer would have been happy to provide them with the same. Before leaving the sales center, ****** affirmatively advised the ***************** Officer that they understood the terms of their purchase and proceeded to execute the contract documentation applicable to their purchase. 
  Availability.****** claim that they were advised that they could book reservations within one (1) week of travel with no blackout dates. Firstly, please note that the Company does not have blackout dates. Secondly, at the time of the presentation, ****** were 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 they have the requisite number of Club points for the desired reservation, and further provided that their account is current. Our sales consultants provided ****** with real time examples of reservations that can be secured through the use of Club points (whether at the Companys resorts or through the Companys affiliates),and the number of Club points required to secure each reservation. Please be advised that it was fully disclosed to ****** at the time of purchase that all reservations, including accommodations made available through IHG and ***, are subject to availability on a first-come, first-served basis. Please also note that ****** executed the Owner Clarification Form which expressly provides that from time to time they may be required to make alternative choices to confirm a reservation if their first choice is not available. At no time were ****** provided any guarantee that each reservation requested would be available. Furthermore,****** were afforded their statutory rescission period in which to further review their contract documents and to cancel their purchase if they so desired.
  Our records show that ****** have previously contacted the Company for assistance with booking reservations on August 25, 2023. At that time, ****** requested assistance with booking travel for one (1) week later from September 1 to September 4, 2023. However, such dates were unavailable. ****** were reminded that all reservations are subject to availability on a first-come, first served basis, and that it is best to book reservations as early as ****** booking window allows in order to maximize their chances of securing desired resorts and dates of travel. Despite being afforded a ten (10) month booking window in which to secure reservations, ****** elected to wait until one (1) week prior to book their desired reservations. ****** may have more success securing desired reservations, especially during peak travel seasons at popular resorts,if they book the same farther in advance.
  Notwithstanding the foregoing, if ****** are experiencing difficulty securing reservations, we encourage them to contact a Vacation Counselor at **************, who will be happy to assist in that regard. Please note, however, that ****** account is currently subject to use restriction due to the delinquency thereunder. As such, ****** will be unable to secure reservations under their account until they bring their account current.
  Fees.****** claim that were not made aware of the fees associated with booking international travel. As stated above, ****** may book reservations worldwide through IHG or ***. Contrary to ****** assertions, at the time of sale, ****** were provided a *** Disclosure Guide, Holiday ******** Exchange Disclosure Guide, and Member Guide, which such documents clearly disclose the fact that there are fees associated when transacting through IHG and/or ***, and that such fees are subject to change. Accordingly, we deny ****** assertion that they were was not given disclosure of the same. Notwithstanding the foregoing, if ****** do not wish to pay the *** exchange fees or IHG fees, ****** are under no obligation utilize their Club points through *** or IHG.
  Cancelation.****** request cancelation of the ******hip. Please be advised that ******request is untimely as the rescission period has expired. And while we are sympathetic to ****** financial concerns, the same does not absolve ****** of their contractual obligations. Our records show that the documentation executed by,and provided to, ****** 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 ****** have outstanding mortgage obligations owed to the Company, they are not entitled to, or otherwise eligible for, cancelation of the ******hip. We therefore respectfully decline ****** request for the same.
  Please note that ****** account is currently delinquent. We therefore encourage ****** to contact our ***************************** at ************** to ascertain what options may be available to them at this time in order to assist in bringing and maintaining their account current. Extended delinquencies may ultimately lead to foreclosure.
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  *********************************
  Paralegal,Legal Services

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are not sure we made to right decision to do business with Holiday Inn, Orange Lake. We feel we have been tricked into buying a vacation package that was not supposed to be a timeshare. We were told many times that it was not. We were told several different stories about what getting involved with this program would do for us. We are now paying several fees for different things and we can't use it. They told us it would be a great investment that would give us money. They told us we would be able to sell it later for a profit. We can't give this away. It has not grown in value like they told us it would. We now see we have been trapped like many others after we called to try and give this timeshare back to them. This has been a huge mistake for us. My spouse and I are retired with a fixed income and this company does not seem to care much about their members. Unless you have money to throw away to a company that will never deliver on their promises, don't do business here.

  Business response

  05/16/2024

  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.
  Owner entered into his transaction with the Company on July 20, 2020, at which time he purchased an annual standard beneficial interest in the Orange Lake Land Trust (the Ownership). The Ownership entitles him to ****** points per annum in the Companys points-based exchange program, the Holiday ******** (Club).
  Timeshare Presentation. Owner claims that he was tricked into purchasing the Ownership. We dispute Owners characterization of the Companys sales process. The Companys sales consultants are enthusiastic about its resort offerings, but they do not trick or force prospective purchasers to buy timeshare interests, nor do they prevent prospective purchasers from leaving the sales center without making purchases. If Owner determined that the offer presented to him did not constitute a good purchase at the right price, he was welcome to decline the offer and leave our sales center without making a purchase, just as many prospective purchasers do each day. At the conclusion of the sales presentation, Owner determined that the Companys timeshare product was beneficial to his vacation needs and elected to purchase the Ownership. In fact, at the time of purchase, Owner executed a Sales Pre-Confirmation Checklist, wherein he listed his reasons for purchasing.Owner listed family vacations, legacy for children, and save money. As such, we reject Owners assertions that he was tricked to make a purchase that he did not desire, as his reasons for purchasing with the Company and joining the Club reflect otherwise. Furthermore, Owner was provided with copies of all executed documentation prior to leaving the sales center and was further afforded the rescission period in which to review the contract documents further and/or rescind his purchase if he so desired. 
  Contract.Owner alleges that the sales consultant advised him 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 he 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. Owner also executed the Receipt for Timeshare Documents in connection with the purchase. 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.
  Financial Obligations. Owner expresses dissatisfaction with regard to his financial obligations attendant to the Ownership. All financial obligations attendant to the Ownership were fully disclosed to Owner in writing at the time of purchase. Prior to contract documents being generated, Owner was presented with a one-page purchase proposal. The purchase proposal clearly set forth the main financial terms of purchase. Only after Owner reviewed, approved, and executed the purchase proposal were contract documents prepared for his signature. Furthermore, Owner executed several purchase documents (i.e.,Mortgage, Note, Purchase Agreement, and Closing Disclosures, etc.), which documents provided clear disclosure of his financial obligations.  All payment obligations attendant to Owners purchase were fully disclosed to Owner in writing at the time of sale. If Owner did not agree to the financial obligations or any of the terms associated with the Ownership, he was welcome to decline to execute the contract documents or to rescind his purchase within the statutory rescission period.  
  Usage.Owner claims that he has not received the promised benefits. Owner, however, does not provide specifics as to what promises have been unfulfilled. As such, we are unable to respond to Owners concerns with specificity. Notwithstanding the foregoing, please note that Owner may utilize his Club points to secure reservations at any of the Companys thirty-one (31) resort locations. In connection therewith, Owner may book reservations in any available unit during any time of year, provided that he has the requisite number of Club points for the desired reservations, and further provided that his financial obligations are current. Owner also has the additional flexibility of utilizing Club points to secure (i) reservations at thousands of resorts through the Companys exchange affiliate, RCI, (ii) reservations at thousands of ***-branded hotels worldwide through the Companys affiliation with ***, and (iii) airfare, car rentals, cruises, and more through the ********************** Program.
  Upon review of Owners use history, we find that Owner used his Ownership to (i)complete one (1) complimentary reservation at the Companys *********************************** located in ***********, ********, and (ii) transferred ******* Club points towards the *** One Rewards Program, where points-so deposited never expire. We therefore find that Owner has been able to utilize his Ownership. To the extent Owner would like assistance with maximizing the use of his Ownership, we encourage him to contact a Club Counselor at ************** and someone will gladly assist him further in this regard.
  Investment / Resale. Owner claims that the sales consultant made representations concerning investment potential. Please be advised that the Company does not promote its timeshares as income generators and/or financial investments for profit. Timeshares are use-based products, the value of which is derived from the use thereof, and Owner was advised of the same at the time of purchase. Moreover, at the time of sale, Owner executed the Owner Clarification Form and initialed the provision that provided that the This Timeshare Interest is being purchased for personal use and enjoyment and that you are not purchasing with an expectation of receiving income from rental or profit from the resale of your Timeshare Interest and (ii) the market for resale of timeshare interests is poorly established.
  Cancelation.Owner requests cancelation of the Ownership. 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. We therefore respectfully decline Owners request for the same.
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  *********************************
  Paralegal,Legal Services

• Initial Complaint

  04/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I, *********************, have been attempting to cancel my mother's (*********************) timeshare from the Ridge Tahoe (account ********* since January 18th, 2024. She has Alzheimer's and is in assisted living. She is up-to-date with her payments. I also have sent Horizons by Holiday InnClub Vacations a deed buy-back check for $1200 (yes, I am paying them to take the timeshare back). I have sent them ALL requested documents: 1. ******************* death certificate 2. ***** of ******** 3. Trust documents The last communication I receive was February 15th, 2024 stating that "Today we submitted a Warranty Deed Request for you to deed back voluntarily surrender your Contract #******* to Holiday Inn Club Vacations Incorporated." and that "The documents will be sent to the verified address within 6-7 weeks via ******* I have not received the documents and it has been almost 9 weeks. There are many steps to this process and if I cannot complete them before the end of the year, we have to pay next year's fee also (EVEN THOUGH WE ARE NOT USING THE TIMESHARE AND THE ***** IS 100% ON THE TIMESHARE COMPANY). Please do not allow Holiday Inn Vacations to take advantage of the elderly like this. Please encourage them to send the paperwork so my mother's representative (me, her daughter, with power of attorney) can get the documents notarized and release her of her obligations to Holiday Inn Club Vacations. We really want to avoid legal action if at all possible!Thank you for your compassion and help,*********************

  Business response

  05/14/2024

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by *************************. We appreciate the opportunity to respond to the concerns set forth therein.

  ************* is requesting assistance with the surrender of her mothers, ***********************, timeshare interest with the Company. Our records show that *************************** currently owns one (1) annual timeshare interest at the ********************************** located in *********, ****** (the Ownership). Our records show that ************** previously requested to surrender the Ownership via a Warranty Deed and we apologize for any delays and/or inconveniences ************** has experienced in her attempts to transfer the Ownership back to the Company. Upon the receipt of Ms. ****** complaint, the Company contacted ************** to verify that the ***** of ******** on file is willing and able to sign the Warranty Deed on behalf of ***************************, as well as their current mailing address. ************** verified the information and as such, the Company has since mailed the Warranty Deed on May 10, 2024, to the ***** of ******** for review and signature. To the extent the ***** of ******** has not received the Warranty Deed, we ask that ************** or the ***** of ******** contact the **************** directly at ********************************************* so that we may expedite a re-mailing of the Warranty Deed.

  Upon receipt of the properly executed Warranty Deed, the same will be forwarded to our ************************* for expedited recording. Once the Warranty Deed has been recorded, *************************** will have relinquished her rights to the Ownership and will no longer have any future financial obligations owed to the Company in connection therewith. Additionally, we assure ************** that her mother will not be required to remit any additional fees or payments to the Company. ************** and her mother may disregard any invoices they receive for the Ownership between the date hereof and the date of surrender as such invoices are auto-generated. We appreciate Ms. ****** continued patience and can assure her that we will work diligently on resolving this matter to her satisfaction.

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

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In September of 2023. I filed a complaint with the Military Veteran Assistance Program of the Florida ************************* against HICV. The response that I received from Holiday Inn Club Vacations is the final straw. I am active duty with the US Airforce and have been prior to any affiliation with Holiday Inn Club Vacations. I have made four purchases with HICV. Each time, I was informed of a military discount which I never received. The purchase of the upgrades forced us into a forebearance on our home mortgage because Holiday ******** would not offer any help. A significant protion of assets were liquidized just to make ends meet. The blantent disregard to our requests for help sent us on a mission to get answers to our complaints with Holiday Inn Club Vacations. We have been told my *********************** on more than one occasion that "while the company has great respect for servicemembers, it does not offer targeted discounts ro members of the military." Well they also do not comply with Federal Laws because my research found that under the Servicemembers Civil Relief Act, a lender cannot charge servicemembers more than 6% interest while active duty. I have two active contracts with Holiday Inn Club Vacations one at *****% and the other at *****%. On 3/23/22 received an email from ***************** with ****************** Holiday ******** stating the same. I sent my orders and nothing.After continueing our research, we also found out that Holiday ******** is also in Viotation of the Military Lending Act. I have consistently reached out to **** about these to federal violations, and they continue to send the same response and there is no mention whatsoever of the voilations. This is just another example of how Holiday Inn Club Vacations are disrespectful to ******************* I have talked to several active duty military who have crossed paths with **** and were all promised the same thing, but **** never delivered. HICV is a scam.

  Customer response

  04/24/2024

  I apologize for the delay for returning this signed form. 

  I hope that by filing this complaint others will also be aware that Holiday Inn Club Vacations do not value their members.  They would use unfair and unethical business practices and violations of law to make a sale.  

  Thank you, 

  MSgt ********** Day-Bottai, USAF

   

   

   

  Business response

  05/28/2024

  Greetings, 

  Attached you will find our response to BBB case # ********. 

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

   

• Initial Complaint

  04/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I entered into a transaction with the company named 'Holiday Inn Club Vacations' on April 6, 2024. After reviewing the email documents on April 7, 2024, I sent to email to the company email as stated in the 'Agreement', namely ******************************************************** requesting this the agreement be cancel in keeping with paragraph 15. My email provider sent an email communicating the following "Your message wasn't delivered to ******************************************************* because the address couldn't be found or is unable to receive email". So I tried the email address which sent the agreement and receipt and a return message stated 'Your message couldn't be delivered to the recipient because you don't have permission to send to it'. Therefore I placed a called on the said day and spoke with a representative of the company informing her that I am cancelling the agreement. The representative said they do not do walk ins and the although and email and I need to send a letter via postal. This was also done via **** priority mail Tracking Number: **********************. As at this date I have not been refunded. I am therefore requesting an investigation because the company has made every effort to avoid refunding my payment when similarly written instruction and verbal instructions were provided to company to cancel the contract within 24 hours of its being agreed too.

  Customer response

  04/12/2024

  Please see the attached signed 'Authorization Form' for your perusal. 

  Business response

  05/15/2024

  May 15,2024
  VIA BBB Portal  
  
  RE:     ***************************
  BBB Case # ******** (Complaint)
  Contract # ******* (Latitudes Package)
  
  Dear **************:
  
  We have received and reviewed the stated concerns as detailed in the Complaint referenced above. 
  
  ****************** claims that the Company has not honored his request for contract cancelation attendant to the Latitudes Package he purchased on April 6, 2024. Our records show that on April 9, 2024, we received ******************** letter requesting rescission cancellation of the Latitudes Package. ******************** letter was received within the statutory rescission period. As such, the Company processed ******************** request accordingly and on April 10, 2024, a letter was mailed to ******************,to the address reflected in our system, confirming that the Company has successfully processed the cancelation and issued him a refund of monies paid toward the Latitudes Package. Please be advised that following the cancellation, ****************** is no longer entitled to the benefits associated with the Latitudes Package.
  
  Our records further show that on April 9, 2024, we submitted the request for a refund of the down payment to be applied to ******************** **** credit card in the amount of $100.00. Please note that the normal processing time for ****************** to access the credit is approximately fifteen (15) business days from April 9, 2024. We suggest ****************** contact his banking institution should he have any questions related to when the credit will be reflected on his statement.
  
  Sincerely,
  
  *************************
  Legal Services
  Holiday Inn Club Vacations Incorporated 

  Customer response

  05/15/2024

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

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Called to make a reservation. After reservation was complete was asked to be transferred to one of their vacation specialist with an offer for valued long time club members. That person suckered me into a 3 night 4 day vacation package at a good price but NEVER told me that I would be required to participate in a 2+ hour time share presentation at the vacation. Had I been told this I would never have agreed to it or paid 200 dollars. I called to make a reservation at what I thought was a reputable company only to get scammed by them.

  Customer response

  04/10/2024

  Please let me know if you need anything else.  

  Business response

  04/18/2024

  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 (the Company). As such, we have established policies and procedures to ensure that those terms and conditions are fully disclosed prior to purchase.

  The Company has contacted *************** 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

  04/18/2024

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

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩