Complaints

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

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  Holiday Inn Club Vacations Incorporated

  9271 S John Young Pkwy Orlando, FL 32819-8607

  
• 

  Holiday Inn Club Vacations

  17001 Front Beach Rd Panama City Beach, FL 32413-2341

  
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  Holiday Inn Club Vacations Incorporated

  121 Emerald Loop Davenport, FL 33897-7752

  
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  Holiday Inn Club Vacations at Orange Lake Resort

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

  
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  Holiday Inn Club Vacations Incorporated

  2380 E State Hwy 76 Branson, MO 65616

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

• Initial Complaint

  Date:10/18/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing this complaint in regard to my recent experience with Holiday Inn Club Vacations timeshare program. I want to begin by stating that I was not only pressured into purchasing this timeshare but I was also misled about its financial requirements and limitations. When I initially signed up for this timeshare, I made it very clear to the salespeople that I did not have the financial resources to maintain it. Despite my concerns, I was pushed into making a ***** decision, without being given enough time to consider the financial implications of this investment. Since purchasing this timeshare, I have not been able to use it at all, as there is never any availability when I attempt to book a vacation. Furthermore, I have been continuously misinformed about the terms and conditions of this vacation package, making it even harder for me to make it work financially. As someone who is struggling to make ends meet, this is a considerable burden that I cannot continue to tolerate. I am failing to see any value in this investment, as it is only draining me both financially and emotionally. I am requesting that someone from the company take immediate action to rectify this situation. I am hoping someone will provide me with a proper solution that will allow me to disengage from this timeshare and regain control of my financial well-being. This is something that I need to happen right away.

  Business Response

  Date: 12/06/2023

  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 her transaction with the Company on January 1, 2023, at which time she purchased an annual Standard beneficial timeshare interest in the Orange Lake Land Trust (the Ownership). The Ownership entitles her to ****** points per annum in the Companys points-based exchange program, the Holiday ******** (Club).

  Owner claims that she was pressured to purchase the Ownership. We dispute Owners characterization of the Companys sales presentation as pressured. While the Companys sales consultants are enthusiastic about our product, they do not pressure or otherwise force prospective purchasers to purchase timeshare interests, nor do they prevent prospective purchasers from leaving the sales center without making a purchase. If Owner did not believe that the Ownership constituted a good purchase at the right price, she was under no obligation to consummate the purchase and was welcome to leave the sales center without making a purchase, just as many other prospective purchasers do each day. In addition, at the time of purchase, Owner was asked to execute a Sales Pre-Confirmation Checklist and to identify her primary reasons for purchasing the Ownership.Owner identified cost effective, flexibility, and locations, as her reasons for purchase. As such, we reject Owners claim that she was pressured to purchase the Ownership as her reasons for purchasing with the Company and joining the Club reflect otherwise.

  Moreover,as a part of the sales process, Owner was required 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 to the purchase. Owner was afforded the opportunity 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 she required additional time or explanation, the *** would have been happy to provide the same. Had Owner notified the *** that she did not understand the purchase documents and/or any aspect of the purchase,the *** would have halted the sale to address those concerns. To the contrary,Owner affirmatively advised the *** that she understood the terms of her purchase and executed the contract documents. Furthermore, before Owner left our sales center, she was provided with copies of the executed contract documentation for further review and was afforded the statutory rescission period to cancel the purchase if she so desired.

  Owner alleges that the financial obligations and limitations associated with the Ownership were not disclosed to her at the time of purchase. We dispute these claims. Firstly, our sales consultants fully and accurately present the financial terms and conditions of the purchase to the prospective purchaser,but do not speculate on affordability as that is for the prospective purchaser to determine based on his or her circumstances. Moreover, 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 Owner at the time of purchase fully discloses the financial obligations associated therewith. Prior to contract documents being generated, Owner was presented with a 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. Owner was further provided and executed Closing Disclosures at the time of purchase which fully disclose the total amount that Owner will have paid for the Ownership over the course of the loan. The governing documents applicable to her purchase also clearly disclose the maintenance obligation and the fact that it is on-going and subject to increase. In addition, the Sales Pre-Confirmation Checklist 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.

  Secondly,please be advised that Owner may use her Club points to secure reservations at any of the Companys thirty-two (32) resort locations during any season, in any available unit, for any length of stay, provided that she has the requisite number of Club points in her ownership portfolio for the desired reservation;and further provided that her account is current.  In addition, Owner may also use her Club points to secure reservations at (i) thousands of IHG-branded hotels worldwide through the Companys affiliation with IHG, and (ii) thousands of resorts worldwide through the Companys exchange affiliate, RCI. Please note that the Member Guide provided to Owner at the time of purchase identifies the benefits of joining the Club and how owners can utilize Club points.

  Owner further claims that she has not utilized the Ownership due to lack of availability. We can confirm that Owner has not utilized her Ownership.However, please be advised that it was fully disclosed to Owner at the time of purchase that all reservations, including accommodations made available through IHG and RCI, are subject to availability on a first-come, first-served basis. Notwithstanding the same, if Owner would like assistance securing reservations, she is welcome to contact a Club Counselor at **************, who will be happy to assist her in that regard.

  Owner refers to the Ownership as an investment. Timeshare interests are use-based products and the value associated with a timeshare purchase is derived from the use of the timeshare itself, and they are sold as such. Owner acknowledged this when she executed the Purchase Agreement and Owner Clarification Form, each which state that Owner was purchasing the Ownership for personal use. 

  Owner requests cancelation of the Ownership. Please be advised that the rescission period has expired rendering Owners 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 of her purchase, and we are unable to substantiate Owners claims of misrepresentation. Furthermore, Owner has outstanding mortgage obligations owed to the Company. For these reasons, Owner is not ***********, or otherwise eligible for, cancelation, and we respectfully decline her request for the same.

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

• Initial Complaint

  Date:10/05/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to express my extreme dissatisfaction with my Orange Lake Resorts timeshare. The initial offer, tied to a Holiday Inn reservation, promised a brief 1 ½ hour meeting for a complimentary stay. However, the meeting extended significantly, and the contract was rushed with crucial details omitted. I felt coerced and uninformed. Pressure tactics persisted despite my disinterest, and promised benefits were marred by concealed fees and restrictions. Global travel opportunities and savings fell short. Availability issues and unsuitable destinations hindered family vacations. Escalating charges, unexplained fees, and limited flight options compounded frustration. Given these overwhelming concerns, I demand immediate cancellation of my timeshare contract. I expect swift action and written confirmation. Your urgent attention to this matter is imperative

  Business Response

  Date: 10/27/2023

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

  Our records show that in April 2019, Owner was transferred to the Company’s Marketing Department by IHG. At that time, Owner was presented with a promotional offer to purchase a 4-day/3-night mini vacation for $199. The terms of the promotion provided that Owner would receive a full refund of the purchase price and a $100 IHG rebate certificate if she scheduled and attended a timeshare sales presentation sponsored by the Company during the course of her mini vacation. Owner agreed to the terms, purchased the mini vacation, and later attended the Company’s sales presentation on June 18, 2019. At the conclusion of the presentation, Owner elected to purchase an annual Standard beneficial timeshare interest in the Orange Lake Land Trust (the “Ownership”). The Ownership entitles her to 50,000 points per annum in the Company’s points-based exchange program, the Holiday Inn Club (“Club”).

  Owner claims that she was pressured to purchase the Ownership. We dispute Owner’s characterization of the Company’s sales presentation as pressured. While the Company’s sales consultants are enthusiastic about our product, they do not pressure, coerce, or otherwise force prospective purchasers to purchase timeshare interests, nor do they prevent prospective purchasers from leaving the sales center without making a purchase. If Owner did not believe that the Ownership constituted a good purchase at the right price, she was under no obligation to consummate the purchase and was welcome to leave the sales center without making a purchase. In fact, many prospective purchasers who attend the Company’s timeshare presentations leave the sales center without making purchases, just as Owner herself has done on one (1) occasion in 2020. In addition, at the time of purchase, Owner was asked to execute a Sales Pre-Confirmation Checklist and to identify her primary reasons for purchasing the Ownership. Owner identified “legacy for our family,” “quality vacations for same price,” and “to finally treat ourselves,” as her reasons for purchase. As such, we reject Owner’s claim that she purchased the Ownership under “duress” as her reasons for purchasing with the Company and joining the Club reflect otherwise.

  Owner further claims that she was not given time to read the contract documents prior to signing and that she did not understand the terms of her purchase. Please note that the Company is committed to ensuring that all of its owners are aware of the terms and conditions of their purchase at the time of sale. To that end, Owner was required to meet with a Quality Assurance Officer (“QAO”) to confirm her understanding of her purchase, including without limitation, all financial obligations thereto. Owner was afforded the opportunity 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 she required additional time or explanation, the QAO would have been happy to provide the same. Had Owner notified the QAO that she did not understand the purchase documents and/or any aspect of the purchase, the QAO would have halted the sale to address those concerns. To the contrary, Owner affirmatively advised the QAO that she understood the terms of her purchase and executed the contract documents. The terms of her purchase, including, without limitation, the pertinent details applicable to the Company’s programs, were fully disclosed to her at the time of sale in writing. As such, we reject Owner’s allegations that the sales personnel were not transparent about the terms and conditions of her purchase or that information was omitted in connection therewith. Furthermore, before Owner left our sales center, she was provided with copies of the executed contract documentation for further review and reference, which documentation clearly sets forth the terms and conditions of her purchase as well as Owner’s rescission rights and how to exercise the same; however, Owner failed to exercise this right.

  Owner expresses dissatisfaction with regard to the length of the 2019 presentation. Please note that the Company’s sales presentations are approximately two (2) hours in duration for new owners. However, the actual length of the sales presentation depends upon the prospective purchaser’s 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.

  Owner expresses dissatisfaction with the Ownership, claiming a lack of availability. Owner may utilize her Club points to secure reservations at any of the Company’s thirty-two (32) resort locations. In addition, Owner may utilize her Club points to secure (i) reservations at thousands of InterContinental Hotels Group (“IHG”) branded hotels and resorts worldwide through the Company’s affiliation with IHG, (ii) reservations at thousands of resorts worldwide through the Company’s exchange affiliate, RCI, and (iii) discounts on airfare, car rentals, cruises, and more, through the Company’s Club Partners program. As such, the Ownership does in fact provide Owner the option to secure vacations worldwide. Please further note that it was fully disclosed to Owner at the time of purchase that all reservations are subject to availability. As such, owners are encouraged to book reservations as early as their booking windows allow in order to maximize their ability to secure their desired reservations. Owners are not, however, guaranteed and/or assured that they will be able to secure the reservations they want each time that they request reservations. To the contrary, they are expressly advised that because all reservations are based on a first come, first served basis, they may have to select alternate accommodations in order to secure a reservation. Upon review of Owner’s use history, we find that she has (i) secured four (4) reservations at the Company’s resort locations, three (3) of which she later canceled of her own volition, and (ii) transferred 50,000 Club points towards IHG, where points-so deposited never expire. We therefore find that Owner has been able to secure several reservations through her membership, despite her assertions to the contrary. Notwithstanding the foregoing, to extent Owner requires assistance securing reservations, we recommend that she contact a Club Counselor by calling (877) 606-2582 and someone will gladly assist her further in this regard once she cures the delinquencies under her account.

  Owner alleges that fees were “concealed” at the time of purchase. We dispute this claim. Please be advised that the purchase documentation executed by Owner at the time of purchase fully discloses the fees attendant to the Ownership, as well as the fact that all fees are subject to increase. The Sales Pre-Confirmation Checklist executed by Owner and the Member Guide provided to Owner fully disclose the annual Club membership fee, reservation fees, exchange fees and all other fees attributable to the use of the Ownership. In addition, the governing documents applicable to her purchase clearly discloses the fact that maintenance obligations are on-going and subject to increase. The maintenance assessments are based on the annual budget adopted by the Association, who tries to keep these costs as low as possible; however, there are a number of factors that impact the maintenance of the resorts that are outside of the Association’s control such as increases in the cost of labor, materials, insurance rates, etc. We will continue to work with the Association to keep maintenance fees as low as possible while still maintaining the facilities so that each of our owners may experience an enjoyable vacation. Notwithstanding the foregoing, if Owner determined that the financial obligations or any of the terms associated with the Ownership were not acceptable to her, or otherwise not affordable, she was welcome to decline to execute the contract documents and/or to rescind her purchase within the statutory rescission period.

  Owner states that she was advised that she could save money through purchase of the Ownership. Please note that timeshare ownership is a cost-effective way for many families to vacation. According to statistics published by the American Resort Development Association, 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 timeshare feature private bedrooms and it is more cost effective for owners with large 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. Ultimately, it is up to each purchaser to determine whether timeshare ownership effectively meets his or her travel needs and whether it constitutes a good purchase at the right price.

  Owner requests cancelation of the Ownership. Please be advised that Owner’s request is untimely as the rescission period has expired. And while we are sympathetic to Owner’s travel concerns, the same does not absolve Owner of her contractual obligations. Our records reflect that the documentation executed by, and provided to, Owner at the time of purchase is in order and that she received full and accurate disclosure of the terms and conditions of her purchase, including, without limitation, the financial obligations attendant thereto. We further find that Owner has outstanding mortgage obligations owed to the Company. Based on these reasons, and because we are unable to locate any evidence of wrongdoing on the part of the Company, we have determined that Owner is not entitled to, or otherwise eligible for, cancelation, and we respectfully decline Owner’s request for the same.

  Owner’s account is delinquent. Our Capital Management Department is ready to work with Owner to implement a plan to assist her with bringing and maintaining her account current and she may contact an agent at (800) 298-3706 to discuss the options that are available to her at this time.
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  Katherine M*******
  Paralegal, Legal Services

• Initial Complaint

  Date:10/04/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Myself, husband and 7yr old booked a room from Saturday 9/30-10/2. This was our first time visiting the resort. Upon arrival and checking in, we headed to our room. First thing we noticed was a rancid, “dead fish” smell down the corridor, which was present our entire stay. Then entering the room noticed a stale smell. Then noticed paint chips on the bed, and dirty, stained sheets Then put our groceries in the fridge as it had a small kitchenette, next morning all food hot and ruined! Out we went. Came back later that evening noticed things in fridge had still not become”cold” but seemed to be getting there. In the morning after showering, attempted to blow dry my hair, the machine turned very hot and coils bright like fire. Called to find out where complimentary breakfast was, just to find out our reservation had changed to *** discount yet no one asked for a card so we lost out on that. Then found out that the Halloween attraction told to us while booking and checking in didn’t even start until after we left for home. At the final breakfast we “paid” for, they had checked us out and we were unable to charge meal to our room even after giving name and room # very embarrassing as I sat there for over 10 minutes until they figured it out. All of this was told to a front desk person, at which time she stated…when you come back I’ll hook your son up to go rock wall climbing. No manager or anyone was called down to rectify the complaints. Upon leaving for the presentation we were signed up for we were unhappy that no one had spoken to us about everything yet they still wanted us to become time share members and go to 1 1/2 hr of selling! So we were thinking maybe someone would call before we left, again, that did not happen. In fact no response to my emails I have sent regarding this as well. And yet UPSET with us because we said we did not wish to continue the presentation, even for the free trip. For A+ rated place, it didn’t show that to us….not even close. Sad

  Business Response

  Date: 11/07/2023

  November 7, 2023
  
  VIA BBB Portal
  
  Better Business Bureau of Central Florida
  1600 S. Grant Street
  Longwood, Florida 32750
  Attention: ***** ****** Consumer Affairs Representative
  
  RE:     ******** ******
              BBB Case # ******** (“Complaint”)
              Holiday Inn Club Vacations Incorporated (the “Company”)
  
  Dear Mrs. ******
  
  We have received and reviewed the stated concerns as detailed in the Complaint referenced above, and we appreciate the opportunity to respond. 
  
  Our records show that Mrs. ****** vacationed at the Company’s Orange Lake Resort in Kissimmee, Florida (the “Resort”), from September 30, 2023, through October 2, 2023. While vacationing at the Resort, Mrs. ****** was invited to attend a ninety (90) minute timeshare sales presentation sponsored by the Company in exchange for an incentive. Mrs. ****** accepted the invitation and attended the timeshare presentation on October 2, 2023. Mrs. ****** however elected to leave the sales center prior to the completion of the timeshare presentation, and therefore, elected to forego receipt of the incentive.
  
  In the Complaint, Mrs. ****** expresses dissatisfaction with the condition of the unit and the Resort, claiming that none of our staff members attempted to “rectify” her complaints, and that our staff members were “upset” with her because she did not wish to continue the presentation. Firstly, it is important to clarify that all attendance at the Company’s sales presentations is strictly voluntary. Prospective purchasers have no obligation to attend the Company’s sales presentations, and they are free to leave the sales center whenever they wish as the Company’s sales staff do not prevent prospective purchasers from leaving the sales center. It should be noted however that if a prospective purchaser decides to leave before the conclusion of the presentation, he or she will forfeit any incentive promised in connection with his or her attendance. Secondly, on October 3, 2023, the day following Mrs. ******’ check-in at the Resort, she reported a maintenance issue with the refrigerator. Upon Mrs. ****** notifying our staff member of the issue, the Company promptly addressed her concern. It should be important to note that except for the refrigerator issue, the Company has no records of Mrs. ****** expressing further concerns regarding the alleged conditions she encountered in the unit and/or the Resort, as she stated in the Complaint. Had Mrs. ****** presented any additional concerns during her stay, the Company would have promptly addressed the matter.
  
  Mrs. ****** also claims that she “lost out” on her complimentary breakfast as a result of the modification made to her reservation to reflect a “*** discount.” Our records show that Mrs. ****** booked her reservation for a stay at the Resort through IHG. We have no record of Mrs. ******’ reservation including a complimentary breakfast. To the extent Mrs. ****** has concerns regarding the details surrounding her reservation booked through the IHG network, we recommend she redirect those concerns to IHG.
  
  Mrs. ****** further states that the “Halloween attraction told to us while booking and checking in didn’t even start until after we left for home.” Upon review of the Company’s seasonal attractions, we find that only two (2) attractions were scheduled to officially open on October 2, 2023, (which was Mrs. ******’ check-out date): (i) Dr. *******s Traveling Circus & Sideshow and (ii) A Walk-through Haunted Attraction; however, guests were only informed of these coming attractions on September 29, 2023, which was two (2) days subsequent to Mrs. ******’ reservation. We therefore dispute her claim that she was advised in advance the Halloween attraction was available during her stay.
  
  Mrs. ****** requests a “billing adjustment” from the Company due to being dissatisfied with her stay. We sincerely apologize for any dissatisfaction Mrs. ****** may have had with the unit and the Resort throughout her stay; however, we determined that a billing adjustment is not warranted. We therefore respectfully decline Mrs. ******’s request for the same.
  
  Sincerely,
  /s/ Vanesa C*****
  Vanesa C*****
  Holiday Inn Club Vacations Incorporated

  Customer Answer

  Date: 11/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: I would like for everyone to understand that this is not about the “free” trip that was offered if we attended the 90 minute time share buy in. We knew that when we left before the presentation was iver(due to our child) that we forfeited it, and we were fine with that. This has to do NOW with the response given by the large corporation. Unless they are able to bring up the phone calls, which they say are recorded, they are just saying opposite of what I’m stating was told to me during the call making the reservation. Also, unless they have audio and video of the times we went to the front desk to make complaints during the 3 days they are again just saying opposite of what I’m saying. At no time were we offered a different room. At no time did they make any attempts to rectify the issue with the refrigerator that ruined our food. At no time was it addressed about the hairdryer that almost burned my skin and hair. I feel that just because this is such a large company and we are just “nobody” that our complaints fall short because of that. Now if we had bought into the time share, this conversation would not be happening and would have been dealt with entirely different. 
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 11/17/2023

  November 17, 2023
  
  VIA BBB Portal
  
  Better Business Bureau of Central Florida
  1600 S. Grant Street
  Longwood, Florida 32750
  Attention: ***** ****** Consumer Affairs Representative
  
  RE:     ******** ******
              BBB Case # ******** *“Rebuttal”)
              Response Dated November 7, 2023 (the “Initial Response”)
  
  Dear Mrs. ******
  
  Thank you for contacting the Company in connection with the Rebuttal. Upon review of our files, we find that we have reviewed each of Mrs. ******’ allegations and previously responded with specificity addressing each of the issues raised in the Complaint. Please note that capitalized terms not defined herein shall bear the same meanings ascribed to them in our Initial Response.
  
  Mrs. ****** express dissatisfaction in connection with our Initial Response and maintains that the Company failed to respond to the challenges she encountered throughout her stay. Our top priority is to ensure that we provide quality customer service to all our guests and owners. We find that all of Mrs. ******’ concerns raised during her stay at the Resort, were appropriately handled in a timely manner. To the extent that Mrs. ****** feels that our service to her did not meet her expectations, we apologize. We therefore reaffirm our position in this matter.

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

  
  

• Initial Complaint

  Date:09/19/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had agreed to listen to a short sales pitch about a vacation package as I would earn extra points with holiday inn. I agreed to it as I thought it would be a recording. I quickly found out it was a live person. A very high pressure salesperson..telling me I would have an almost free 4 day vacation if I attended a sales presentation. I told him I didn't want to go anywhere in the states as there might just be a civil war there . I would rather vacation in british columbia as I am canadian. Anyways I was tired and just wanted to be done the call. He asked me for my credit card and that'd where I was hesitant giving out my credit card...he said oh well if your worried i will send you an email from holiday inn vacations..to which he did. He then told me he needed my credit card to "hold" the special offer for me. He didn't say he was going to charge my credit card. I would have never given him the card if he had told me he was charging my mastercard $279. He was very smooth talking and I should have listened to that voice in my head. I will never, ever use this 4 day trip.I did not give him permission to go ahead and charge my card. I thought it would be on file in case I did book the 4 day trio. The salesman was not clear with his wording. I am notnsure if I am filing the complaint with the right holiday inn that was one of your options as the charge was out of Kissimmee, Florida.

  Business Response

  Date: 09/26/2023

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

  Sincerely,
  

  Vanesa C*****
  

  Holiday Inn Club Vacations Incorporated              

  Customer Answer

  Date: 10/07/2023

  Thank you BBB!

  This issue was resolved to my satisfaction very quickly.

  Thanks again!

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

• Initial Complaint

  Date:09/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Aug 12, 2023 i used points to purchase airline tickets . The flights are for this year in Sep 2023. Rather than taking points that are expirig this year IHG used next years points. On the IHG site to purchase flights no where does it state which years points would be used, nor does it state the points must be from current year. When i called and spoke with Ali he stated that is an issue and happens often. So my issue is not one that is unknown by IHG and they continue to act in a manner that is not beneficial to the customers. This is misleading to the customer and once reservations are made are unable to undue. I am asking IHG to use the points that are expiring this year be used rather than next years.

  Business Response

  Date: 09/27/2023

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

  Our records show that Owner currently owns four (4) timeshare interests with the Company: (i) one (1) annual timeshare interest at the Holiday Hills Resort located in Branson, Missouri, (ii) one (1) annual Signature beneficial interest in the Orange Lake Land Trust, and (iii) two (2) annual Standard beneficial interests in the Orange Lake Land Trust (collectively, the “Ownerships”). The Ownerships entitle Owner to a cumulative total of 430,000 points per year in the Company’s points-based exchange program, the Holiday Inn Club (“Club”). Owner may utilize his Club points to secure (i) reservations at any of the Company’s thirty-two (32) resort locations, (ii) reservations at thousands of InterContinental Hotels Group (“IHG”) branded hotels worldwide through the Company’s affiliation with IHG, (iii) reservations at thousands of resorts worldwide through the Company’s exchange affiliate, RCI, (iv) reservations at thousands of locations around the world through the Company’s exchange affiliate, Interval International (“II”), and (v) airfare, car rentals, cruises, and more through the Company’s Club Partners Program (“Club Partners”). 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. Additionally, once Owner transacts through Club Partners and purchases an airfare, car rental, or cruise, he is subject to the terms and conditions of each respective third-party’s terms and conditions. Similarly, please note that IHG, RCI, and II are entities that are separate and distinct from, and not controlled or operated by, the Company.

  In the complaint, Owner states that the Company utilized his Club points towards a Club Partners 2023 airfare transaction. In connection therewith, Owner expresses dissatisfaction that his 2023 Club points were utilized towards the same instead of his 2022 Club points that are set to expire on December 31, 2023. Owner further claims that there is no disclosure which states that only current year points may be exchanged for Club Partners. We dispute this claim. Please be advised that at the time of each purchase, Owner’s purchase documents provided clear disclosure that only current year Club Points may be exchanged for Club Partners and IHG. As such, when Owner booked his airfare through Club Partners on August 12, 2023, only his 2023 Club points were eligible for use through said program. It should be noted that Owner contacted the Company on September 5, 2023, at which time our agents reminded Owner of the Club Partners policy, yet owner remained dissatisfied. While we understand Owner’s dissatisfaction with the same, Owner may still elect to utilize his 2022 Club points towards booking reservations through the Company’s resort network, RCI, or II, prior to the expiration stated above.

  To the extent Owner requires assistance with utilizing his 2022 Club points, we recommend he contact one of our Vacation Counselors by calling (877) 606-2582. We value Owner’s continued relationship with the Company, and we look forward to serving his vacation needs in the future.

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

  Customer Answer

  Date: 10/11/2023

  
  Complaint: ********
  I am rejecting this response because: I am willing to wager that i am not the only person that has gone through this issue. Holiday Inn Vacation Club knowingly has this issue with the website i mentioned and fails to rectify the issue. My issue is a get burnt once and not do the same mistake again.  Holiday Inn Vacation is not willing to admit the website has an issue and the customers that spent thousands just need to deal with it. I need no respond for IHG Vacation Club unless they are willing to use the 2022 points for the airfare i use and return them to my 2023 balance.

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

  Business Response

  Date: 10/16/2023

  We have received the second rebuttal complaint filed by Mr. ******* (“Owner”).

  We have reviewed each of Owner’s concerns and previously responded with specificity addressing each of the issues raised in his complaints. As no new information has been presented, we stand by our previous responses and our position remains unchanged.

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

• Initial Complaint

  Date:09/05/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 31 we purchased a Holiday Inn Club Vacations Four Day, Three Nights $199.00 Packages. Since then, we have attempted to find a suitable resort without success. We are informed we can not stay with our 12lb dog Bandit Now, after speaking with numerous HICV representatives, I find out that none of their resorts allow pets. It is unfortunate that they don't allow pets and even more importantly unfortunate that we were not informed of that at the time of our package purchase. If their resorts do not allow pets, then this package is of no value to us. Their representatives were very matter of fact that there is a no refund policy for this package and informed us that the only thing they could do was provide this email address. Now having all that information, I am sure that you will understand, we have no choice but to require that our $199.00 be refunded. I know that this is normally not done. However, I am sure that (given these circumstances) they should issue a refund in a timely manner. We have continued to try to work with them by suggesting an alternative location that would allow us to bring Bandit. That was flatly rejected by them. In their denial of refund email they provided a contact phone number that does not work. (I guess they think that is funny)

  Business Response

  Date: 10/17/2023

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

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

  The Company has contacted Mr. & Mrs. ******** *egarding their concerns, and we are happy to report that we have reached a mutually agreeable resolution of the complaint with them.
  

  Sincerely,
  

  Vanesa C*****
  

  Holiday Inn Club Vacations Incorporated              

  Customer Answer

  Date: 10/18/2023

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

• Initial Complaint

  Date:08/28/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would not suggest doing business with this company. We have spent thousands of dollars trying to get luxury discounted vacations that we were promised we would get if we joined this group. We have tried a number of times to speak with the agents at the resort to get help, but their response is for us to give them more money. We would like for them to take our issues seriously and allow us to exit this timeshare membership. This entire situation is unfortunate and we would not suggest anyone get involved with something like this. We are being refused help because they say we still owe them money. They have also not given us the service we have been paying for.

  Business Response

  Date: 09/21/2023

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

  Our records show that on May 20, 2017, Owner attended the Company’s timeshare sales presentation and elected to purchase an annual timeshare interest at the Smoky Mountain Resort located in Gatlinburg, Tennessee (the “Ownership”). The Ownership entitles Owner to 92,000 points per annum in the Company’s points based exchange program, the Holiday Inn Club (“Club”).

  Club Benefits. Owner states that he was advised that he could obtain “luxury discounted vacations.” Through Owner’s membership in the Club, he may utilize his Club points to secure reservations at any of Company’s thirty-two (32) resort locations. In connection therewith, Owner has the flexibility of booking reservations in any available unit, 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. Please note that 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 with a Member Guide at the time of purchase which provides a breakdown of exactly how many Club points are required to book reservations at each of Company’s resorts, broken down by unit size, unit type, day of the week, and season. 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. Also, the Club program operates on tiered membership levels, which entitles owners to additional benefits and perks, that are not available to non-Club members, such as, complimentary stays, free reservation upgrades, and more. The higher an owner’s member level, the more benefits and perks the owner is entitled to. Please further note that our luxurious Signature Collection inventory, is rarely made available on the rental market, and is available to our owners before released to non-owners. Furthermore, non-owners are not eligible to participate in the Company’s MaxTime offers (i.e., highly discounted last-minute resort offers).

  Our sales consultants provide owners with real time examples of reservations that can be secured using Club points, and the number of Club points required to secure said reservations. Our sales consultants 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 owner’s Club points will extend is entirely dependent on how an owner elects to utilize his or her Club points. In addition to being able to secure reservations at Company’s thirty-two (32) resort locations, Owner may also utilize his Club points to secure reservations at thousands of (i) resorts through the Company’s exchange affiliate, RCI, and (ii) reservations at thousands of IHG-branded hotels worldwide through the Company’s affiliation with IHG. Club points may also be used towards reservations for cruises, car rentals, and airfare through the Company’s Club Partners Program.

  No Assistance. Owner claims he contacted the Company’s resort agents, but that they did not provide adequate assistance. Owner, however, fails to offer any specifics regarding the same. As such, we cannot comment on the same with greater specificity. Notwithstanding the same, we find that that Owner and/or his spouse have previously contacted the Company for assistance with (i) logging into their Owner portal, (ii) reservations, and (iii) cancelation of the Ownership. We find that our agents addressed Owner’s inquiries and Owner’s request for cancelation was denied on the basis that he has outstanding mortgage obligations owed to the Company. Please note that satisfying our customers’ needs and providing effective and timely assistance in connection with account inquiries is important to our company and we apologize to the extent that Owner remained dissatisfied with the customer service provided. We thank Owner for his feedback and will continue to work with our agents in this regard.

  Cancelation. Owner requests to be relieved from the contractual obligations attendant to the Ownership. Upon review of Owner’s file, we have confirmed that Owner received all requisite disclosures applicable to his purchase, which clearly identifies the terms and conditions of his purchase, including without limitation, the financial obligations, and his rescission rights thereto. Because Owner did not exercise his rescission rights, his contract constitutes a binding obligation. In addition, because Owner has outstanding mortgage obligations owed to the Company, we have determined that Owner is not entitled to, or otherwise eligible for, contract cancelation and we respectfully decline his request for the same.

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

• Initial Complaint

  Date:08/21/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wish to explain my deep frustration with Holiday Inn Timeshare. I am demanding an instant cancellation of my timeshare contract due to the ongoing deception and broken promises. I entered the agreement expecting a smooth vacation experience, but it's been a nightmare. The sales process was deceitful, making me feel misled.The initial presentation, promised to be brief, dragged on for four hours. It was disrespectful and infuriating. During one vacation, I was pressured into another presentation, which was just another aggressive sales pitch. This disregard for my time eroded my trust. Despite upgrading my membership under pressure, the benefits were empty promises. I was told to buy more points, adding to my frustration and financial burden. Booking vacations is a futile effort due to non-existent availability. Given these grievances and breach of trust, I demand an immediate termination of my timeshare contract and financial obligations. Please Address this urgently and rectify this situation.

  Business Response

  Date: 09/21/2023

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

  Sincerely,

  HOLIDAY INN CLUB VACATIONS

  INCORPORATED

  Business Response

  Date: 10/12/2023

  We have received the second rebuttal complaint filed by Mr. ******** (“Owner”).

  We have reviewed each of Owner’s allegations and previously responded with specificity addressing each of the issues raised in his complaints. We further maintain that we could not substantiate his claims of misrepresentation in connection with the sale of the Ownerships. As no new information has been presented warranting cancelation, we stand by our previous responses and our position remains unchanged.

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

  Customer Answer

  Date: 10/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Complaint: ********
  
  I am rejecting this response because:(please see attached). Please let me know if you need further information to "Substantiate his claims of misrepresentation".
  I'm pretty sure I can find another 1000 of these SAME EXACT COMPLAINTS if you need FURTHER PROOF!  Cancel our contract.  Enough is Enough!
  
  "We further maintain that we could not substantiate his claims of misrepresentation in connection with the sale of the Ownerships As no new information has been presented warranting cancelation, we stand by our previous responses and our position remains unchanged."
  Sincerely,
  ******* ********

   

  
  We have received the second rebuttal complaint filed by Mr. ******** (“Owner”).
  We have reviewed each of Owner’s allegations and previously responded with specificity addressing each of the issues raised in his complaints. We further maintain that we could not substantiate his claims of misrepresentation in connection with the sale of the Ownerships As no new information has been presented warranting cancelation, we stand by our previous responses and our position remains unchanged.
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  Katherine M*******
  Paralegal, Legal Services
  
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:08/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The following is regarding the timeshare sales experience with our sales associate (Mack) and his supervisor (Mario). My girlfriend and I attended the presentation which was supposed to only take two hours but was drawn out for no reason and lasted a total of 3.5 hrs. Throughout the presentation, we made it very clear that we only can afford and have time to take about 13 days of vacation each year, out of which we only pay for and go to hotels for 3 days. This was discussed at length and clearly understood - it was even written down in the presentation tablet. At the very end of the presentation, Mack explained the value of each point and how 3 days of vacation was equivalent to about 20,000 points. He then said he would have to check with his supervisor (Mario) about what the lowest package of points was and how much that cost. He brought Mario over and Mario explained the lowest package was for 40,000 points. We explained that was more points than we could use, would have time to use, and could afford and that we therefore would not buy it.  At this point, both Mack and Mario became rude, disrespectful, argumentative, unprofessional, and tried to shame us and push us into buying the package. When we still refused, which is our right, Mack raised his voice at us and stormed off saying that he didn't even want to talk to us anymore. When we went to check out, Mack then told Ms. M*** to "skip" us and not take our opinions down on a survey since he knew we would give him a bad review. At no point did Mario try to stop any of this behavior or actions.  When we got back to the room, my girlfriend ended up crying because of the experience and being treated like that. Needless to say, this all overshadowed our entire vacation and ruined it. We raised these concerns to the manager and wrote down the information in multiple feedback and survey forms, but nothing has been done to make this right in any way.

  Business Response

  Date: 09/05/2023

  Dear Ms. ******
  
  We have received the Complaint referenced above, and we appreciate the opportunity to respond. 
  
  Our records reflect that on March 29, 2023, Mr. ****** participated in the Company’s marketing promotion by purchasing a mini-vacation for $249 (the “Package”). The terms of the promotion provided that if he attends the Company’s timeshare presentation during the course of his mini-vacation, at the conclusion of the same, he would receive $100 of the purchase price for the Package refunded to him. Mr. ****** agreed to the terms of the promotion, booked his mini-vacation, and attended the timeshare presentation on August 12, 2023, at the Company’s Williamsburg Resort located in Williamsburg, Virginia.
  
  Mr. ****** expresses dissatisfaction with the length of the sales presentation and claims he was mistreated by our sales personnel. Please be advised that the Company’s sales presentations are approximately two (2) hours in duration for new purchasers, which was disclosed in the Details of Participation provided to Mr. ****** following his purchase of the Package. The actual length of the presentation, however, depends upon the prospective purchaser’s level of interest and the questions asked. We have reviewed our records and we found that at the conclusion of the 2023 timeshare presentation, the sales consultant asked Mr. ****** if he was interested in making a purchase and joining the Company’s points-based exchange program, the Holiday Inn Club. When Mr. ****** expressed his interest, the sales consultant attempted to pinpoint appropriate inventory that would best meet Mr. ******’ vacationing needs and wants. When Mr. ****** objected to the purchase offers presented to him on the basis of price, the sales consultant suggested alternate inventory at a lower purchase price while explaining that the reduction in price also included a corresponding reduction in the points allotted thereto. After considering different purchase options, Mr. ****** ultimately elected to leave the sales center without making a purchase. Please note that the Company’s sales consultants present a number of offers to prospective purchasers and if said prospective purchasers do not feel like the offers presented constitute good purchases at the right price, they are welcome to decline to purchase, just as Mr. ****** did, which also accounts for any additional time Mr. ****** spent at the Company’s sales center.
  
  The Company strives to provide quality customer service to all our guests and owners. We reviewed Mr. ******’ concerns with our sales staff and while we deny Mr. ******’ claims of being mistreated during the sales presentation, to the extent that Mr. ****** felt that our service to him and his family did not meet his expectations, we apologize.
  
  After careful consideration of Mr. ******’ request for a refund of the Package we determined that a refund or “store credit” of the Package that he redeemed is not warranted. We therefore respectfully decline Mr. ******’ request for the same.
  

  Sincerely,
  

  Vanesa C*****
  

  Holiday Inn Club Vacations Incorporated

  Customer Answer

  Date: 09/14/2023

  
  Complaint: ********
  
  I am rejecting this response because harassing and yelling at customers is not appropriate and this was witnessed and reported to multiple staff at the property, so saying there is “not evidence” of this mistreatment shows that no investigation was actually undertaken in any way by Holiday Inn.
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 09/21/2023

  September 21, 2023
  
  VIA BBB Portal
  
  Better Business Bureau of Central Florida
  1600 S. Grant Street
  Longwood, Florida 32750
  Attention: ***** ****** Consumer Affairs Representative
  
  RE:     Ian ******
             BBB Case # ******** (“Additional Rebuttal”)
             Holiday Inn Club Vacations Incorporated (“Company”)
  
  Dear Ms* ******
  
  We have received Mr. ******’ Additional Rebuttal. We have again reviewed our records and we again appreciate another opportunity to respond. As stated previously, we have thoroughly investigated Mr. ******’ concerns and we are unable to substantiate his claims. We therefore reaffirm our position in this matter.

  Sincerely,
  

  Vanesa C*****
  

  Holiday Inn Club Vacations Incorporated        

• Initial Complaint

  Date:08/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting this formal complaint to express my profound frustration and dissatisfaction with the practices of Holiday Inn Club Vacation Club in relation to my timeshare contract. The situation I find myself in is nothing short of distressing, and I believe it is crucial to bring this matter to the attention of the Better Business Bureau in the hopes of finding a just resolution. My journey with Holiday Inn Club Vacation Club began with an invitation to a presentation that turned out to be a nightmare. I was coerced into spending more than 5 hours in a room, subjected to high-pressure sales tactics that left me feeling overwhelmed and trapped. I implore anyone reading this: If you ever receive an invitation to their presentation, run as fast as you can. The promises they make are empty, and the experience is nothing short of manipulative. Despite my best efforts to communicate my financial limitations and the fact that I cannot afford to maintain the timeshare, I have received no assistance from Holiday Inn Club Vacation Club. They have shown a complete lack of empathy and understanding for my situation, disregarding my pleas for help. In an alarming turn of events, they merged my contract without proper explanation or consent. This blatant disregard for my rights and the terms of the agreement is utterly unacceptable and has further exacerbated my already distressing situation. It is my strong belief that companies like Holiday Inn Club Vacation Club should be held accountable for their actions. I am formally requesting the assistance of the Better Business Bureau in addressing this matter and seeking a resolution that is fair, just, and reflective of my financial limitations. I implore the Better Business Bureau to thoroughly investigate the practices of Holiday Inn Club Vacation Club and ensure that consumers are protected from the manipulative tactics that I have experienced.

  Business Response

  Date: 09/25/2023

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

  Our records show that in March 2018, Owner was transferred to the Company’s Marketing Department by IHG. At that time, Owner was offered the opportunity to participate in the Company’s marketing promotion by purchasing a mini-vacation for $199. The terms of the promotion provided that if she attended the Company’s timeshare presentation during the course of the mini-vacation, the purchase price of $199 would be refunded to her and Owner would receive a $100 rebate certificate at the conclusion of the presentation. Owner agreed to the terms of the promotion, booked her vacation, and attended the Company’s timeshare presentation on June 20, 2018. At the conclusion of the 2018 presentation, Owner purchased an annual standard beneficial interest in the Orange Lake Land Trust (the “Initial Ownership”). The Initial Ownership entitled Owner to 50,000 points per annum in the Company’s points-based exchange program, the Holiday Inn Club (“Club”).

  Later in May 2019, while vacationing at the Company’s Smoky Mountain Resort (located in Gatlinburg, Tennessee), Owner was invited to attend another Company-sponsored timeshare sales presentation. The terms of the promotion required Owner to attend the timeshare sales presentation and at the conclusion of the same, she would receive two (2) ******’s Aquarium tickets, two (2) ******** ***** Dinner Show tickets, and one (1) ticket of her choice at a whole cost. Owner again agreed to the terms of the marketing promotion and attended the Company’s timeshare presentation on May 29, 2019. At the conclusion of the 2019 presentation, Owner elected to trade-in the Initial Ownership for the purchase of an annual standard beneficial interest in the Orange Lake Land Trust, which entitles Owner to 100,000 Club points per annum (the “Upgrade Ownership”). The Upgrade Ownership is the only active timeshare interest Owner has with the Company at this time.

  Pressure. Owner claims that she was pressured into purchasing each respective timeshare interest. Firstly, Owner was under no obligation to attend the Company’s timeshare presentations, nor remain at the same, as all sales presentations are voluntary. If Owner does not wish to attend additional sales presentations in the future, she is under no obligation to do so and may decline any invitations extended to her in connection therewith. Secondly, please be advised that the Company’s sales consultants, while enthusiastic about vacation ownership and the Club program, do not force anyone into purchasing timeshare interests, nor do they trap, or otherwise prevent, prospective purchasers from leaving the sales center without making purchases. They present offers to prospective purchasers which the prospective purchaser is welcome to accept or decline. In fact, many prospective purchasers who attend the Company’s timeshare presentation leave the sales center without making purchases, just as Owner herself did on one (1) occasion in October 2019. Furthermore, at the time of each purchase, Owner was asked to execute the Sales Pre-Confirmation Checklist and to identify her primary reasons for the respective purchase. Owner identified “cost efficient,” “trustworthy brand,” and “great presentation / straight forward information” as her reasons for purchasing the Initial Ownership, and “value,” “quality of vacations,” and “future planning,” as her reasons for purchasing the Upgrade Ownership. As such, we dispute Owner’s assertions that she was forced to enter into purchase transactions with the Company for timeshares she did not want, as her reasons for purchasing reflect otherwise.

  Duration. Owner expresses dissatisfaction with the amount of time she spent at the Company’s sales center at the time of each presentation. Please note that the Company’s timeshare presentations are approximately two hours (2) for new prospective purchasers, and sixty (60) minutes for existing owners, with the actual duration being dependent upon the level of interest of the prospective purchaser and the questions asked. At the conclusion of the timeshare presentation, if a prospective purchaser expresses an interest in making a purchase, inventory will be selected and contract documentation will be prepared, reviewed, and executed, which accounts for any additional time Owner may have spent at the sales center in connection with her purchases.

  Upgrade Ownership. Owner states that it was not disclosed to her that she was entering into a new contract under the Upgrade Ownership. This is untrue. Please note that at the time she purchased the Upgrade Ownership, Owner executed, without limitation, a Purchase Agreement, a Mortgage, a Promissory Note and Closing Disclosures, which documents fully disclose the financial obligations attendant thereto as well as the fact that Owner agreed to finance $23,476.28 over the course of a 120-month term. Prior to contract documents being generated, Owner was presented with a one-page Purchase Proposal, which set forth key terms of her purchase, including, without limitation, the purchase price, down payment, amount financed, monthly payments, maintenance assessments, term of loan, and interest rate. It was only after Owner signed the Purchase Proposal that the contract documents were prepared for her execution. Owner was provided with full, clear, and accurate disclosure of the financial terms and conditions attendant to the Upgrade Ownership at the time of purchase.

  Cancelation / Refund. Owner claims that she previously contacted the Company requesting cancelation, but she has not received assistance in that regard. Our records confirm that Owner has previously contacted the Company requesting cancelation of the Upgrade Ownership. Our records show that in August 2021, Owner submitted an online inquiry requesting cancelation and pursuant to the same, an agent attempted to contact Owner on the same day; however, the agent was unsuccessful in speaking with Owner directly. We further show that the Company has received a May 2023 letter from Owner; however, the same is pending review at this time. It should be noted that despite any delay in the Company’s response to Owner’s written cancelation request, she remains liable for the financial obligations attendant to the Upgrade Ownership pursuant to the terms and conditions she agreed to on the date of sale. While we apologize for any delays that may have occurred, the same does not absolve Owner of her financial obligations. 

  Notwithstanding the foregoing, please be advised that Owner’s cancelation requests are untimely as her rescission period has expired. Furthermore, we have reviewed our files for Owner’s account, and we wholly deny any wrongdoing on the part of the Company in connection with her purchases. Instead, we found that Owner willfully entered into her agreements after full disclosure of all terms and conditions related to her purchases, including without limitation, her usage rights, benefits, financial obligations, and right to rescind, which she failed to exercise. While we sympathize with Owner’s changed circumstances, we maintain that Owner has outstanding obligations owed to the Company, and the fact that she no longer wants, needs, or finds the purchase to be affordable, does not constitute a legal basis for contract cancelation. Based on these reasons, we have determined that Owner is not entitled to, or otherwise eligible for, cancelation of the Upgrade Ownership and/or a refund of monies paid. We therefore respectfully decline her request for the same.

  Our records reflect that Owner’s account is currently delinquent. We recommend that Owner contact our Capital Management Department by calling (800) 298-3706, to ascertain what payment arrangements, if any, may be available to assist her with her payment obligations.

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

  Business Response

  Date: 10/10/2023

  We have received the rebuttal complaint filed by Ms. ********* (“Owner”).

  Owner insists that she remains dissatisfied with her purchase of the Upgrade Ownership and the timeshare sales presentation, by restating grievances previously addressed in the Company’s response to her initial complaint. We again dispute Owner’s characterization of our sales process, as Owner’s claims are inconsistent with our process and contrary to the documentation executed by Owner at the time of each of her purchases. The Company’s sales consultants are thoroughly trained on the Club program and provide prospective purchasers with full and accurate disclosures at the time of the sales presentations, which is then supported and memorialized within the purchase documentation provided to prospective purchasers for review. It should be noted that Owner was afforded the opportunity to review the contract documents in detail with the Quality Assurance Officer prior to the execution thereof and to ask for clarification regarding anything she did not fully understand in connection therewith. Thereafter, Owner was also provided with copies of the executed contract documentation for further review and reference, which documentation clearly sets forth the terms of each respective purchase as well as Owner’s rescission rights. Furthermore, Owner has entered into two (2) purchase transactions with the Company and therefore, is well aware of the Company’s sales process. If Owner had any doubts prior to the execution of the contract documents, she could have elected to forego the option to consummate the purchases (as she has done on one (1) occasion), or thereafter, provide the Company with written notice of her request to rescind her purchases within each respective statutory rescission period thereto. Because Owner failed to exercise her rescission rights, the active contract associated with the Upgrade Ownership constitutes a binding obligation.

  Moreover, it is true that we have attempted to contact Owner on several occasions to discuss her account status and to provide her with any options that may assist her with bringing and maintaining her account current. However, Owner has not been responsive to our attempts to assist her in this manner. Additionally, please be advised that the Company may offer owners who have fulfilled their mortgage obligations and who are current on all other financial obligations the option of surrender of their timeshare interests back to the Company through the Company’s Horizons Program. However, as previously advised, Owner has outstanding financial obligations owed to the Company. As such, Owner is not currently eligible to participate in the Horizons Program. Accordingly, Owner remains liable for her financial obligations so long as she owns the Upgrade Ownership. Should Owner allow her account to remain delinquent, it will be reported to the credit bureau, which may negatively impact Owner’s credit, and may ultimately lead to foreclosure. 

  In closing, we have reviewed each of the concerns set forth in Owner’s complaint and have responded with specificity in our previous response. Because we are unable to substantiate Owner’s 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
  
  Katherine M*******
  Paralegal, Legal Services

  Customer Answer

  Date: 10/12/2023

  I hope this communication finds you well. I am writing to urgently request the reopening of my case, concerning Holiday Inn Timeshare. I regret to inform you that the purported resolution provided by Holiday Inn is grossly incorrect and unsatisfactory. The complaint remains unresolved, and I firmly believe that publishing it as a "solution" would be misleading and unjust.
  Despite my persistent efforts to contact Holiday Inn to cancel my timeshare contract, I have been met with a complete lack of responsiveness. This failure in customer service is both disappointing and unacceptable. I strongly assert that it is the duty of customer service to address consumer concerns and provide assistance, especially when it concerns such significant financial commitments.
  Furthermore, I reiterate my concern regarding what I perceive as fraudulent practices by Holiday Inn Timeshare. The misleading tactics and misinformation provided during the sales process have left me deeply dissatisfied. Misrepresentation of maintenance fees, threats of foreclosure, coerced opening of credit cards, and inadequate explanation of contractual terms are just a few examples of the troubling practices I have encountered.
  I firmly believe that this situation constitutes a scam and that Holiday Inn Timeshare has systematically deceived its clients. The lack of transparency and blatant disregard for consumer rights is alarming and warrants a thorough investigation.
  I kindly request that you escalate this matter and urge Holiday Inn Timeshare to communicate with me in writing regarding my concerns and the urgent need to cancel my timeshare contract. Additionally, I implore you to take appropriate action to rectify this situation and ensure that justice is served.
  I remain eager to cooperate with any further information or documentation required to proceed with the reopening of this case. Your intervention is crucial in addressing this issue and ensuring a fair and just resolution.
  Thank you for your immediate attention to this pressing matter.