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    ComplaintsforHoliday Inn Club Vacations Incorporated

    Vacation Timeshare
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    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      In June we were offered to go to Orange Lake Resort to participate in a 90 minute presentation and in exchange we would get a 3 night stay for and also a $400 gift card. This is where the lies and deceit started. We were there more than 3 hours and the gift card was only to be used at the resort.We are extremely upset with the experience. This timeshare purchase was under the advisement of *********************, who claimed herself to be an owner. She mentioned all of the great places we could travel and she kept saying that these places would be easy to book and that it would be $399 for the week stay. I asked her a few times if this was the case and she was naming all of the place she went for that price using her time share.We get home and try to use it and they said we would have to wait for them to set up the account and by the time we tried to book something the 10 days that we had to cancel were up. We contacted our ambassador ************ a few times and never got a return call. We tried booking with other people that worked there and no one knew anything about a $399 a week for any of their locations. I tried to go online to purchase and everything was booked. There were no places available! ****** told me during the 3 hours that we were there that because I was an owner I would get priority booking and that was so far from the truth. I was not able to book anything! Every attempt to utilize this timeshare was a complete let down and reveals more of the lies that were told to us! We were also not told that the maintenance fee would go up every year! We were so misguided! Ms ******** kept critical information from us!We feel that these practices are unethical and this situation should be rectified with the cancellation of this contractual agreement immediately and remove any further liability to pay any payment and the yearly maintenance fees, and are expecting a full refund of any monies we have already paid into these lies.

      Business response

      05/29/2024

      Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by ************** (Owner). We appreciate the opportunity to respond to the concerns set forth therein.
      Our records show that Owner was invited to attend a Company-sponsored timeshare sales presentation at the Companys ******************************************* located in **************, *******, which he attended on March 18, 2023. At the conclusion of the same, Owner elected to purchase a Latitudes pre-paid vacation package (the Latitudes Package) through the ****************************** which would enable him to experience timeshare ownership on a trial basis. The Latitudes Package entitled Owner to one (1) eight-day, seven-night stay at any of the Companys resort locations set forth in the Latitudes Package Agreement executed by Owner at the time of purchase. The terms attendant to the Latitudes Package included the requirement that Owner attend a Company-sponsored timeshare sales presentation during the course of the reservation secured under the Latitudes Package. Additionally, the terms attendant to the Latitudes Package included that after Owner attended the timeshare presentation, he would receive a $400 voucher that would only be redeemable at the resorts gifting center or concierge desk. Our records reflect that Owner redeemed the Latitudes Package for a June 2023 reservation at the Companys Orange Lake Resort and attended our timeshare sales presentation as required on June 25, 2023. At the conclusion of the timeshare sales presentation, Owner elected to purchase an annual standard beneficial timeshare interest in the Orange Lake Land Trust (the Ownership). The Ownership entitles Owner to ****** points per annum in the Companys points-based exchange program, the Holiday ******** (Club).
      Duration.Owner asserts that the timeshare presentation lasted approximately 3 1/2 hours. Please note that the Companys sales presentations are approximately ninety (90) minutes in duration, depending on the respective promotion they are touring under. However, the actual length of the sales presentation depends upon the prospective purchasers level of interest and the questions asked. If at the conclusion of the sales presentation, a prospective purchaser advises the sales consultant that he or she is interested in vacation ownership or adding onto an existing portfolio, inventory is selected and contract documents are prepared, reviewed, and executed, which accounts for any additional time Owner may have spent at the sales center.
      Club Benefits. ***** claims that he was shown examples of places he could travel if he purchased a timeshare interest with the Company. At the time of the presentation, ***** was advised that upon purchasing with the Company,his timeshare interested would be enrolled into the Club which would afford him a Club point allotment each year. In Owners case, he is afforded ****** Club points per year which he can utilize to secure (i) reservations in any available unit at any of the Companys thirty-one (31) resort locations, (ii)reservations at thousands of resorts worldwide through the Companys exchange affiliate, ***, and/or (iii) reservations at thousands of hotels worldwide through the Companys strategic alliance with IHG. In addition, the Company offers members highly discounted rates on last minute travel through its MaxTime offers. Similar discounts are available through ***s Last Calls and Extra Vacation options. At the time of sale, our sales consultant provided Owner with real time examples of reservations that can be secured through the use of Club points (whether at the Companys resorts or through the Companys affiliates), and the number of Club points required to secure each reservation.
      Owner,however, states that he has faced difficulty booking desired reservations.Owner further claims that he was advised he could obtain a week stay for $399. In connection with the Companys resort locations, Owner was advised that Club points may be utilized to secure reservations in any available unit, at any of the Companys resort locations, during any season, for any length of time,provided that he has the requisite number of Club points for the desired reservation, and further provided that his account is current. Owner was also advised that in order to maximize his ability to secure desired reservations at the Companys resort locations, it is recommended that he book reservations as early as his booking window allows. With regard to the *** Exchange Program,Owner may elect to utilize his Club points to book reservations within ***s resort network. When making an *** points exchange reservation, Club points will be converted into *** points. Please note that *** offers many discounted week-long vacation opportunities. Upon review of our records, we find that Owners and/or his wife (hereinafter, Owners) previously contacted the Company requesting assistance with booking an *** reservation as they were unable to locate availability. Please note at the time of sale, Owners were provided with clear disclosure that ***s then-current exchange fees ranged from $59-$339 and that such fees are subject to change at ***s discretion. It was also expressly disclosed to Owners that all reservations, including accommodations made available through IHG and ***, are subject to availability on a first-come, first-served basis, and that they may not receive their first vacation choice, such that an alternate selection may be required in order to confirm a reservation. Therefore, to the extent Owners were unable to locate the example shown at the time of sale, they were reminded that all reservations are subject to availability and at no time were they provided with any guarantee that each of their desired reservations would be available. If Owners require assistance with booking reservations, we recommend they contact a Club Counselor by calling **************, who will be happy to assist them with booking reservations. Please note, however, that Ownersaccount is currently subject to use restriction due to the delinquency thereunder.  As such, Owners will be unable to secure reservations under their account until they bring their account current.
      Account Setup / ***** Communications. New purchasers are advised at the time of purchase that it may take six (6) to eight (8) weeks for their account to be set up in our system and for them to receive their owner number, account number and membership cards. However, this does not mean that they are required to wait that long before they can use their ownership. To the contrary, new purchasers are advised that they can begin utilizing their ownership immediately upon purchase but that if they desire to do so prior to the date that they receive their owner number, account number and membership cards, they must contact the **************************** as our Club Counselors will be unable to locate their account information until it is fully set up in the system.
      Owner states that he previously attempted to contact an Ambassador during his rescission period, but that his calls were not returned. Please note that the name of the employee Owner provided in his complaint was the ***************** Officer (***) that assisted him with his purchase. At this time, we are unable to locate a record of Owner contacting the *** during his ten (10) day rescission period. Instead, we find that Owners contacted the Company on or about July 15, 2023 (i.e., after their rescission period had expired). At that time, Owners left a voicemail requesting a call back from their *** or anyone who could assist them with how to set up their online account and begin booking. An agent from our **************** called Owners back and transferred them to our *************** for further assistance with their inquiries. Owners were then assisted by an agent from our ***************. Owners also contacted our **************** on or about August 1, 2023, with additional questions regarding their ownership, at which time our **************** assisted them with the same. Thereafter, we find that Owners made numerous calls to *************** with additional inquiries and on each occasion, our *************** assisted Owners with their inquiries; however, Owners remained dissatisfied with their purchase. Later, we find that Owners contacted our **************** on October 12 and October 24, 2023. In connection therewith, Owners left voicemails requesting that we return their calls. Our **************** called Owners back on each date but were unsuccessful in reaching then. However, we do find that on October 24, 2023, Owners were able to speak with an agent from our ******************** at which time Owners advised the Company that they were dissatisfied with their Ownership and requested cancelation. On that date,Owners were advised that due to their outstanding mortgage obligations owed to the Company, their only option was to attempt to sell their Ownership independently for the outstanding balance owed. Owners later sent the Company letters containing similar grievances contained within the Better Business Bureau complaint, which such letters are under review at this time.
      Notwithstanding the foregoing, if Owners would like to provide proof in support of their claims of contacting the *** during their ten (10) day rescission period, we ask that they provide it to the undersigned at ********************************************* and we will be happy to review the same.
      Maintenance Assessments. Owner claims that the Company failed to disclose the fact that maintenance assessments are subject to increase. This is untrue. All payment obligations attendant to Owners purchase were fully disclosed to Owner in writing at the time of sale. In addition, the governing documents applicable to Owners purchase clearly discloses that the maintenance assessment obligation is on-going and the fact that it is subject to increase. The Association strives to keep maintenance assessments as low as possible, however, there are factors that are outside of our control, including but not limited to, increases of insurance premiums, cost of materials to maintain the property, and increases to real estate taxes that impact these assessments.We will continue to work with the Association to keep maintenance assessments as low as possible while maintaining and improving the facilities for the benefit of all of our owners.
      Cancelation / Refund. Owner requests cancelation of the Ownership and a refund of monies paid. Please be advised that Owners request is untimely as the rescission period has expired. In addition, the documentation executed by,and provided to, Owner at the time of purchase is in order and he received full and accurate disclosure of the terms and conditions of his purchase, including,without limitation, the financial obligations attendant thereto. Moreover,because Owner has outstanding mortgage obligations owed to the Company, he is not entitled to, or otherwise eligible for, cancelation of the Ownership or a refund of monies paid. We therefore respectfully decline Owners request for the same.
      Please note that Owners account is currently delinquent. We therefore encourage Owner to contact our ***************************** at ************** to ascertain what options may be available to him at this time in order to assist in bringing and maintaining his account current. Extended delinquencies may ultimately lead to foreclosure.
      Sincerely,
      HOLIDAY INN CLUB VACATIONS
      INCORPORATED

      *********************************
      Paralegal,Legal Services

      Customer response

      05/30/2024

       
      Complaint: 21652904

      I am rejecting this response because:


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


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


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


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


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

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


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


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

      Business response

      06/07/2024

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

      Customer response

      06/12/2024

       
      Complaint: 21652904

      I am rejecting this response because:

       

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

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

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


      Business response

      06/21/2024

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

      Customer response

      06/25/2024

       
      Complaint: 21652904

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

    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      I am writing to express my dissatisfaction with the services that we have received from Holiday Inn Club Vacations. Our relationship with this company has been nothing but a constant uphill battle that has brought us nothing but financial burdens. We reached out to the resort multiple times in the hopes of finding a solution to our problems, but we were met with a lack of assistance and support. They directed us to Timeshares Only, a company that promised to help us sell our timeshare. We trusted them and paid them a substantial amount of money to help us get rid of our timeshare, but they have not done anything to assist us. We have been left feeling helpless and taken advantage of. The financial impact of owning this timeshare has been overwhelming and we never imagined it would be such a burden on our family. We were misled into thinking that this timeshare would be an investment that would benefit us in the future, but it has only brought us stress and financial strain. We have never experienced any of what they said we would have by joining the program. We have tried to work with both Holiday Inn Club Vacations and Timeshares Only to find a solution, but they have both failed to provide the assistance and support that we need. We need to quickly find a solution to this problem. We need out of this timeshare program right away.

      Customer response

      06/05/2024

      Attached is my signed form. I have been dealing with sick parent and family issues.

      Business response

      06/28/2024

      Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by ************ (Owner). We appreciate the opportunity to respond to the concerns set forth therein.
      Our records show that Owner entered into a purchase transaction with the Company on March 23, 2012, at which time she elected to purchase a biennial timeshare interest at the Orange Lake Resort located in *********, ******* (the Ownership). The Ownership entitles Owner to ******* Club points every odd year in the Companys points-based exchange program, the Holiday ******** (Club).
      Investment.Owner states that our product was presented as an investment. 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. At the time of purchase, Owner received clear disclosure that she was purchasing the timeshare interest for personal use and enjoyment with no expectation of deriving profit or tax advantage therefrom whether through income, appreciation or otherwise.
      Benefits.Owner vaguely claims that she has not received the benefits discussed at the time of sale. Owner, however, fails to elaborate in this regard. As such, we cannot comment on the same with greater specificity.  We can say, however, that Owner *** utilize Club points to secure reservations at any of the Companys thirty-one (31)resort locations. In addition, Owner *** utilize Club points to secure (i)reservations at thousands of ***************************** (IHG) branded hotels and resorts worldwide through the Companys affiliation with IHG, (ii)reservations at thousands of resorts worldwide through the Companys exchange affiliate, RCI, (iii) discounts on airfare, car rentals, cruises, and more, through the ********************** program. In connection with the Companys resorts, Owner *** secure reservations in any available unit, at any resort, during any time of year,provided her financial obligations are current, and further provided that she has the requisite number of Club points in her account for the desired reservation. Please be advised that it was fully disclosed to Owner at the time of purchase that all reservations, including accommodations made available through IHG, and RCI, are subject to availability on a first-come, first-served basis and if Owner is not able to secure her first vacation choice, an alternate choice *** be required to confirm a reservation. Because all reservations are based on availability, we encourage owners to request reservations as early as their booking windows allow in order to maximize their chances of securing their desired reservations during desired dates, especially during peak travel seasons.
      Upon review of Owners use history, we find that Owner has completed eight (8) Club reservations and utilized RCI. Notwithstanding the same, to the extent Owner requires assistance with utilizing her Club points, we encourage her to contact a Vacation Counselor at **************, who will be happy to assist in that regard. It should be noted, however, that because Owners account is currently delinquent, her account is subject to use restriction and Owner will be unable to secure reservations until such time she brings her account current.
      Exit Options. Our records confirm that Owner has previously contacted our ******************* requesting cancelation in January 2023 and January 2024. On each occasion, Owner was advised that she could (i) gift the Ownership to friends or family, (ii) sell the Ownership independently to a bona fide third party, subject to the Companys transfer requirements, or (iii)surrender the Ownership back to the Company through the Companys Horizons Program,subject to the programs requirements thereunder. It should be noted that while Owner has satisfied her mortgage obligations, Owner does not qualify to participate in the Companys Horizons Program based on her outstanding maintenance assessments and Club membership dues. Owner was advised that some owners have experienced success with resale through the third-party company,Timeshares Only. Please be advised that Timeshares Only is not affiliated with the Company and the Company makes no guarantees and/or assurances regarding the likelihood and/or success to be had via resale through Timeshares Only, or otherwise. To the extent Owner entered into an agreement with *************************** is not privy to the terms of her agreement with Timeshares Only,nor any fees that *** have been collected in connection therewith. We can advise that we have not received any communications from Timeshares Only regarding the resale of the Ownership on Owners behalf. To the extent Owner paid Timeshares Only for resale services, which said reseller has failed to provide, we suggest that she address those grievances with Timeshares Only directly.
      Cancelation.Owner requests contract cancelation on the basis of affordability. Please be advised that Owners request is untimely as the rescission period has expired.And while we are sympathetic to Owners concerns, the same does not absolve Owner of her contractual obligations. Our records reflect that the documentation executed by, and provided to, Owner at the time of purchase is in order and that she received full and accurate disclosure of the terms and conditions of her purchase, including, without limitation, the financial obligations attendant thereto. Moreover, because Owner has outstanding mortgage obligations owed to the Company, she is not entitled to, or otherwise eligible for, cancelation, and we respectfully decline Owners request for the same.
      Please note that Owners account is currently delinquent. We therefore encourage Owner to contact our ***************************** at ************** to ascertain what options *** be available to her at this time in order to assist in bringing and maintaining her account current. Extended delinquencies *** ultimately lead to foreclosure.
      Sincerely,
      HOLIDAY INN CLUB VACATIONS
      INCORPORATED

      *********************************
      Paralegal, ***** Services

      Customer response

      07/09/2024

      BBB,

      I have been sick with Covid from June 30 to July 7. Please accept my reply.

      We are in receipt of the response from the business and it infuriates us to think these people are trying to make this look like we are at fault. We wish the salespeople would follow all of these statements that have been written describing your way of doing business. Yes, we were made to believe this would be an investment. The salesperson kept telling us how we could rent our week to make money. We understand now, that they work for a commission and needed us to purchase something that day in order to make money. We were held for hours with them saying we couldn't think about it, we had to make the decision right then and there because it would not be there the next day. We settled for the vacations that we took because what we wanted was never available like we were told it would be. We didn't want to feel like we were wasting our money so we took what was left. The cost is not worth any of this! We were told it would be better to own something like this instead of booking Hotels when we travel. It is way more expensive to be involved with this timeshare than to just plan vacations on our own. We are being robbed while we watch. Holiday Inn Club Vacations has not honored their end of this deal and we want out. 

      Sincerely, *** and ******

      Customer response

      07/10/2024

      BBB,

      I have been sick with Covid from June 30 to July 7. Please accept my reply.

      We are in receipt of the response from the business and it infuriates us to think these people are trying to make this look like we are at fault. We wish the salespeople would follow all of these statements that have been written describing your way of doing business. Yes, we were made to believe this would be an investment. The salesperson kept telling us how we could rent our week to make money. We understand now, that they work for a commission and needed us to purchase something that day in order to make money. We were held for hours with them saying we couldn't think about it, we had to make the decision right then and there because it would not be there the next day. We settled for the vacations that we took because what we wanted was never available like we were told it would be. We didn't want to feel like we were wasting our money so we took what was left. The cost is not worth any of this! We were told it would be better to own something like this instead of booking Hotels when we travel. It is way more expensive to be involved with this timeshare than to just plan vacations on our own. We are being robbed while we watch. Holiday Inn Club Vacations has not honored their end of this deal and we want out. 

      Sincerely, *** and ******

      Business response

      07/19/2024

      We have received the rebuttal complaint filed with your office by Mr. and ************ (Owners). We have reviewed each of their allegations and previously responded with specificity addressing each of the issues raised the initial complaint. However, we appreciate the opportunity to address Owners additional concerns.
      Purchase Urgency. Owners claim that they were told that the offers presented to them were only valid on the date of the presentation.Please be advised that our inventory changes on a daily basis.  As such, if a prospective purchaser is interested in a particular piece of inventory we cannot guarantee that it will be available for purchase at a later date. Similarly, some of the offers presented during the presentation are offered as first day incentives, and we do not guarantee that the same pricing will be available thereafter.  If upon conclusion of the sales presentation,Owners did not believe that their purchase constituted a good purchase at the right price, they were welcome to decline the offer and leave the sales center without making a purchase. Alternatively, they could have canceled the purchase within the applicable rescission period. However, Owners did not exercise this right. 
      Rental. Owners claim that they were advised that they could rent the Ownership to obtain profit.  Please be advised that the Company does have a rental program for owners who own inventory in the Orange Lake Resort.  To the extent Owners would like to receive information on how they can rent the Ownership through the Companys rental program, they may contact a Club Counselor at ************** for assistance in that regard. It should be noted, however, that owners are not guaranteed that attempts to rent their timeshares through said program will be successful and/or will result in profit. Furthermore, any such rental is subject to the terms of a separate rental agreement to be entered into by the Company and an owner upon the owners determination that he or she would like to submit his or her ownership for Company rental. In addition, at the time of purchase, Owners initialed and signed the Owner Clarification Form where they expressly acknowledged that We understand that this unit week is being purchased for personal use and enjoyment and that we are not purchasing with an expectation of receiving income rental or profit from the resale of our unit week.
      Vacation Ownership. Owners question the benefit of vacation ownership in comparison to booking rentals through third-parties. Firstly, please note that Owners were not advised that the Ownership constitutes the cheapest vacation option available to Owners on the market. Secondly, as stated previously, Owners may utilize their Club points in a variety of ways through our Club program. In connection with the Companys resorts, 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 owners 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 Companys MaxTime offers (i.e.,highly discounted last-minute resort offers).
      Cancelation.Upon receipt of Owners rebuttal, we again conducted a thorough investigation of their account and re-verified that Owners received all requisite disclosures required under applicable law at the time of purchase, including instructions on how to timely request cancelation of their contract within the statutory rescission period. As no new information has been presented warranting account cancelation, we stand by our initial response and our position remains unchanged.
      Sincerely,
      HOLIDAY INN CLUB VACATIONS
      INCORPORATED

      *********************************
      Paralegal,Legal Services
    • Complaint Type:
      Product Issues
      Status:
      Resolved
      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,

      ***************************
    • Complaint Type:
      Sales and Advertising Issues
      Status:
      Resolved
      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,

      ***********************
    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      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
      ***************************************

    • Complaint Type:
      Product Issues
      Status:
      Resolved
      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,

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

    • Complaint Type:
      Sales and Advertising Issues
      Status:
      Answered
      *************************************** 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
    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      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
    • Complaint Type:
      Order Issues
      Status:
      Answered
      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

    • Complaint Type:
      Product Issues
      Status:
      Answered
      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

       

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