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.

close

Find a Location

Holiday Inn Club Vacations Incorporated has 27 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

  
• 

  Holiday Inn Club Vacations Incorporated

  121 Emerald Loop Davenport, FL 33897-7752

  
• 

  Holiday Inn Club Vacations at Orange Lake Resort

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

  
• 

  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:03/17/2023

  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 March 28, 2022, I booked a hotel stay over the phone with an IHG Hotel. After the phone call, I was transferred to another representative with Holiday Inn Club Vacations who sold me on an offer to stay at the newest Holiday Inn location in Orlando, FL for 4 days / 3 nights for a total of $249. The offer also included $149 cash back at checkout. While on the phone, I specifically asked if there was anything else I had to do to complete the offer - any presentations, any shows, etc. The representative on the phone said there was not anything extra I had to do, I solely had to pay the $249 during the phone call, then would be free to book my dates whenever I chose prior to the expiration date and receive my $149 cash back at check out - nothing extra required. However, when I went to book my dates, I noticed one of the confirmation emails I received stated that a 2-hour time share presentation is required to fulfill the offer. Not only that, but the email also stated that the vacation stay would not actually be in Orlando (the city advertised), but in a completely different city (Kissimmee). I contacted the company by email about this being both misrepresentation since the representative blatantly lied about the required two-hour timeshare presentation and false advertising as the property isn’t even located in the city advertised. The company simply stated they would not refund my package and did not at all address the presentation issue. I have stayed at IHG Hotels many times in the past and am very disappointed by the entirety of this situation with Holiday Inn Club Vacations.

  Business Response

  Date: 04/05/2023

  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 in the Complaint, 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: 04/05/2023

  
  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:03/17/2023

  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.

  We we told by Nary C. That we would be able to get a 3bedroom knockout for August 23-27, 2023 for our family gathering in Myrtle Beach. Nary went as far as stating she would book the reservation herself just call back and she would be more than happy too. This was the only reason the purchase was made. After the sale was completed- Nary lied and stated- I remember telling you this I just didn’t say it was a promise. I contacted Horizon to get our 6k back only to be told by Brian that we didn’t qualify for the Horizon program since we financed-now we were not told that if we financed we wouldn’t be eligible for the Horizon program-as a matter of fact we were told the opposite! We have spent money on flights for the family gathering in August and not able to get refunded. The sale was based off false statements. Also I was told Nary would reach back out on March 15th to see if RCI had availability but as of today’s date March 16th no call. I’ve had two customer service representatives tell me that the availability for the Myrtle Beach resorts have been booked up for months! I called to cancel and get our money refunded and was told”you have to sell the property to get your money back”-*************. All I want is to cancel something we have never used and get our down payment back.

  Business Response

  Date: 07/12/2023

  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 February 17, 2023, Owner elected to purchase an annual standard beneficial interest in the ****** **** **** ***** (the “Ownership”), which entitles him to 150,000 points per annum 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 resorts through the Company’s exchange affiliate, RCI, (iii) reservations at thousands of IHG-branded hotels worldwide through the Company’s affiliation with InterContinental Hotels Group (“IHG”), and (iv) airfare, car rentals, cruises, and more through the Company’s Club Partners Program.

  Reservations. Owner claims that he was promised a specific reservation and that the Quality Assurance Officer (“QAO”) who assisted him at the time of sale would assist with booking the same. Please be advised that 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 Quality Assurance Department as our Club Counselors will be unable to locate their account information until it is fully set up in our system. However, please be advised that while our sales consultants do provide owners with real time examples of reservations that can be secured through the use of Club points, they do not guarantee that an owner will receive each reservation they desire. In fact, at the time of sale, Owner executed an Owner Clarification Form acknowledging his understanding that:

  “The Holiday Inn Club® vacation exchanges are subject to availability of other timeshare interests in the exchange network, rules, regulations, terms, renewal membership dues, exchange fees, and other restrictions set by ************ from time to time. You acknowledge that you may not receive your first vacation choice and that alternative choices may be required to confirm an exchange through the Holiday Inn Club®.”

  Accordingly, when Owner’s wife contacted the Company on March 9, 2023, and March 14, 2023, to request the August 2023 reservation at the Company’s South Beach Resort located in Myrtle Beach, South Carolina, she was advised that her desired reservation was unavailable. Later, on March 15th, Owner’s wife requested to speak with the QAO regarding the reservation; however, please note that QAOs only assist with booking reservations during the six (6) to eight (8) week account setup up timeframe. Owner’s account setup was completed on March 5, 2023. Notwithstanding the same, the QAO was unavailable at the time of Owner’s March 15th phone call. While the QAO was unavailable, our records show that an agent spoke with Owner’s wife on March 16th. At that time, Owner’s wife was advised that their desired reservation was still unavailable; however, she was provided with the alternative option of using Club points to secure a reservation through RCI near the same desired location. Notwithstanding the foregoing, Owner and his wife have yet to avail themselves of such option. It should be noted that the Owner Clarification Form executed by Owner also clearly disclosed that reservations through RCI are subject to availability. If Owner is experiencing difficulty utilizing the Ownership and/or would like assistance with securing reservations, we suggest that he contact a Vacation Counselor at (877) 606-2582 who will be happy to provide support in that regard once his account is brought current.

  Horizons. Owner claims that he was not made aware of the Horizons Program requirements at the time of sale. This is untrue. At the time of sale Owner specifically initialed section 9 of the Owner Clarification Form which clearly discloses that:

  “If you no longer wish to maintain ownership of your Timeshare Interest, Developer currently offers an exit program which may allow owners who no longer have a mortgage on their Timeshare Interest, are current on all Assessments, and have no other encumbrances, to transfer their Timeshare Interest back to Developer without compensation or any payment to the owner. Further details on their program can be found at www.orangelake.com/horizons. The Horizons program may be revised or discontinued at any time by Developer.”

  As such, Owner acknowledged his understanding of the Horizons Program requirements and the fact that participation in the same would be without compensation. Once Owner satisfies his mortgage obligations and meets the remaining requirements under the Horizons Program, he is free to surrender the Ownership through the same. Until such time, Owner remains ineligible to participate in the same. Owner, however, is not prohibited from selling or transferring his timeshare interest to a bona fide third party in accordance with the Company’s transfer requirements and subject to any outstanding mortgage(s) that he has placed on the property.

  Cancelation / Refund. Owner requests cancelation of the Ownership and refund of monies paid. Please be advised that Owner’s rescission period has expired. In addition, we have confirmed that the documentation executed by Owner in connection with his purchase are in order. Owner received all requisite disclosures applicable to his purchase, which clearly identify the terms and conditions of his purchase, including without limitation, the financial obligations, and his statutory rescission period thereto. Because we are unable to identify any evidence of wrongdoing in connection with the sale of the Ownership, and because Owner has outstanding mortgage obligations, we have determined that Owner is not entitled to, or otherwise eligible for, contract cancelation and/or refund of monies paid, and we respectfully decline his request for the same.

  Owner’s account is delinquent. We encourage Owner to contact our Capital Management Department at (800) 298-3706 to speak with an agent who will be happy to assist Owner with bringing and maintaining his account current. Should Owner allow his 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.

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

• Initial Complaint

  Date:03/15/2023

  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 purchased this vacation package on September 17, 2021 for $249.00. This was to give me a stay of 4 days and 3 nights at one of their designated locations with a cash gift of $249.00. The package number is *************. I was unable to use the package and got it extended due to orders and having to move overseas. They extended it to September of 2023 but I advised them that I’m still overseas due to orders and unable to go. I asked if I could get it extended or refunded and they said no. I said I would attempt to go and wanted to make sure I didn’t have any trouble checking in since this would require me to get back from overseas and they said that I need to have my husband present with me due to it being part of the contract agreement and company policy. I had initially bought this package as a surprise for my husband but the package is under my name and information, not his so it makes no sense for my husband having to be present. I have communicated with this company via phone and email and still unable to resolve this issue. I want nothing to do with this company after trying to speak with them regarding this issue and would rather just get a refund.

  Business Response

  Date: 04/05/2023

  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 Mrs. ******* 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: 04/07/2023

  
  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:03/15/2023

  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 dissatisfied with the experience it has provided me and my family. As owners, we should have priority access to booking our vacations, but instead we are left waiting for availability on your side. This makes it difficult to plan our trips according to our own schedule. The salespeople from the timeshare company also make it nearly impossible to enjoy our vacation. They hound us for days, trying to upsell products or services that we do not want or need. Instead of allowing us to relax and enjoy our time away from home, they constantly bombard us with offers and discounts that are not worth the money. We have spent a significant amount of money on the timeshare but have nothing to show for it. In fact, non-owners can book vacations with greater availability than owners can— which is extremely unfair! Overall, this experience has been extremely frustrating and has left me feeling taken advantage of by the company. We should be able to use our timeshare without receiving constant pressure from salespeople and without having difficulty in finding available dates for booking our vacations as owners.

  Business Response

  Date: 06/20/2023

  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 reflect that Owner purchased her first timeshare interest from Silverleaf Resorts, LLC (“Silverleaf”) on February 3, 2013. Silverleaf was later acquired by an affiliated of the Company in May 2015. Following the acquisition, Silverleaf’s historic thirteen (13) resort properties were rebranded as Holiday Inn Club Vacations locations. In connection therewith, Silverleaf owners were invited to attend sales presentations offered by the Company in order to answer any questions that they might have had regarding the acquisition and to inform owners of additional benefits available to them through the Company’s points-based exchange program, the Holiday Inn Club (“Club”).

  On June 1, 2018, Owner attended a Company-sponsored timeshare sales presentation to hear about the benefits of the Club. At the time of the presentation, Owner owned one (1) biennial fixed-week timeshare interest purchased from Silverleaf, which ownership was located at the ***** ****** Resort located in Conroe, Texas (the “Silverleaf Ownership”) entitling Owner to her fixed-week every odd year. During the 2018 presentation, the sales consultant reviewed with Owner at length the difference between the Silverleaf fixed-week ownership and the benefits of the Company’s points-based program. At the conclusion of the sales presentation, Owner elected to purchase an annual standard beneficial interest in the ****** **** **** ***** (the “New Ownership”) entitling her to 60,000 Club points per annum. Through our Club, Owner may utilize her Club points to secure (i) reservations at any of the Company’s thirty-two (32) resort locations, (ii) reservations at thousands of resorts through the Company’s exchange affiliate, RCI, (iii) reservations at thousands of IHG-branded hotels worldwide through the Company’s affiliation with IHG, and (iv) airfare, car rentals, cruises, and more through the Company’s Club Partners Program.

  It should be noted that Silverleaf owners are advised that joining the points-based program is purely optional and failure to do so does not affect their entitlements under their ownerships with Silverleaf and/or how their ownerships function. Owner was welcome to retain the Silverleaf Ownership and all of the rights and obligations of that ownership would remain intact pursuant to the contract documentation between her and Silverleaf, and she was advised of the same at the time of purchase. Owners who forego membership in the Club, are not, however, eligible for Club benefits or able to participate in the points system offered through the Club, nor are they able to utilize the resorts in the Company’s portfolio other than the original thirteen (13) Silverleaf resorts through their membership. The only way to avail oneself of those benefits is to purchase inventory directly from the Company. When Owner advised that she wanted to join the Club, she was told that she could either retain her Silverleaf Ownership and purchase a second timeshare interest (at which time she would be afforded the option to also convert her Silverleaf Ownership into a points-based ownership at no additional charge), or she could trade-in the Silverleaf Ownership and apply the equity she had accrued therein towards the new purchase. Owner selected the second option.

  Timeshare Presentation. Owner claims that she was subjected to “pressure” to attend the Company’s timeshare presentation and to make a purchase from the Company. Firstly, attendance at the Company’s timeshare presentations is strictly voluntary. To the extent that Owner participates in one of the Company’s marketing promotions that offers incentives in exchange for attendance at a timeshare presentation, Owner will be required to attend the presentation in order to receive the proffered incentive(s). If Owner does not wish to attend additional timeshare presentations in the future, she is welcome to decline any promotions, invitations, and/or incentives offered to her in exchange for her attendance. Secondly, while the Company’s sales consultants are enthusiastic about vacation ownership and the Club program, they do not pressure, or otherwise force prospective purchasers to purchase the Company’s timeshare interests. In fact, many prospective purchasers who attend the Company’s timeshare presentations leave the sales center without making a purchase. Moreover, at the time of the 2018 purchase, Owner was asked to execute a Sales Pre-Confirmation Checklist and to identify her primary reasons for purchasing the New Ownership. Owner identified “every year deal,” “took my equity as a down payment,” and “location.” As such, we dispute Owner’s assertions that she was pressured into purchasing a timeshare interest that she did not want.

  Availability / Exclusivity. Owner claims that she is forced to compete with the public for reservations. Please be advised that the Company’s resorts are not exclusive to owners and our sales consultants do not promote them as such. Our owners may utilize Club points to secure reservations through the Club in owner-owned inventory. Club points may not be utilized to book reservations in the developer-owned inventory, for which the Company pays the applicable maintenance assessments. From time to time, the Company releases developer-owned inventory for rental to non-owners through third party websites and in furtherance of its marketing efforts. Owner-owned inventory, however, is not eligible for such third party rental. As such, Owner is not competing with non-owners for reservations. In any event, while the general public may be able to secure reservations in un-booked rooms, they are not afforded the Club benefits stated above and/or access to MaxTime discounts which are only available to owners through the Club program.

  Moreover, all reservations are subject to availability, and the Company does not guarantee that owners will be able to secure every desired reservation all of which was expressly disclosed to Owner at the time of purchase. Our owners are afforded access to booking resort accommodations based on the booking windows attendant to their membership level. At the time of purchase, Owner was provided with a Member Guide which fully sets forth the booking windows attendant to her New Ownership. Owner also executed the Owner Clarification Form and initialed each section thereon acknowledging her understanding of the terms and conditions contained therein. Accordingly, Owner acknowledged that,
  “The Holiday Inn Club® vacation exchanges are subject to availability of other timeshare interests in the exchange network, rules, regulations, terms, renewal membership dues, exchange fees, and other restrictions set by ************ from time to time. You acknowledge that you may not receive your first vacation choice and that alternative choices may be required to confirm an exchange through the Holiday Inn Club®.”

  Our records show that since purchasing the New Ownership, Owner has booked two (2) reservations, one (1) of which Owner canceled of her own volition. Our records show that Owner has not attempted to utilize the benefits afforded to her with the New Ownership since 2020 and we have no record of Owner contacting the Club for reservation assistance since then. Owner’s forbearance of use of the New Ownership does not validate her assertion of wrongdoing on the part of the Company, neither does it relieve her of her financial obligations to the New Ownership. It should also be noted that Owner has not remitted any payments towards her account since May 2020, which incidentally, coincides with the timeframe in which Owner elected to forego use of her New Ownership. Accordingly, Owner’s account is subject to use restriction and Owner will be unable to secure reservations under her account until such time she brings her account current.

  Cancelation / Refund. Owner requests cancelation of the New Ownership and refund of monies paid. Please be advised that Owner’s rescission period has expired. In addition, we have confirmed that the documentation executed by Owner in connection with her purchase are in order. Owner received all requisite disclosures applicable to her purchase, which clearly identify the terms and conditions of her purchase, including without limitation, the financial obligations, and her statutory rescission period thereto. Because we are unable to identify any evidence of wrongdoing in connection with the sale of the New Ownership, and because Owner has outstanding mortgage obligations, we have determined that she is not entitled to, or otherwise eligible for, contract cancelation and/or refund of monies paid, and we respectfully decline her request for the same.

  Owner’s account is delinquent. Extended delinquencies may ultimately result in foreclosure. If Owner would like to avoid foreclosure, she will be required to bring her account current, and she may do so by contacting our Capital Management Department at (800) 298-3706.

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

  Business Response

  Date: 07/12/2023

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

  We have reviewed the allegations set forth in Owner’s initial complaint and we previously responded to each with specificity. As no information has been presented warranting account cancelation, we stand by our previous response and affirm that Owner is not entitled to, nor eligible for, contract cancelation and/or refund of monies paid, and we respectfully decline her request for the same.

  Notwithstanding the foregoing, Owner is not prohibited from selling her timeshare interest to a bona fide third party in accordance with the Company’s transfer requirements, and subject to any mortgage(s) she has placed on the property. In the interim, Owner remains liable for the financial obligations under the New Ownership until such time she no longer owns the same.

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

  Customer Answer

  Date: 07/21/2023

  
  Complaint: ********
  
  I am rejecting this response because: I do not wish to sell this ownership to someone else. That would just burden them when you all could just do the right thing and take it back. I can't afford this and have no use for it at all. Is there someone else I can talk to that would be more help.

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

• Initial Complaint

  Date:03/07/2023

  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 ****** ***** ***** signed a contract with the Holiday Inn Vacation Club Exchange Program Membership Agreement on February 12,2023 to add 200,000 points to my existing points. After thinking about it I changed my mind and phoned the Holiday Inn office and talked to Christina P***** quality assurance before 10 days was done. She said she would send me the paperwork to cancel the contract but I did not receive the paperwork. I left numerous phone calls but had no response. Please help me with this situation.

  Business Response

  Date: 04/06/2023

  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.

  Owner entered into her first purchase transaction with the Company in October 2011. Since then, she entered into four (4) additional purchase transactions with the Company and currently owns three (3) timeshare interests: (i) an annual timeshare interest at the South Beach Resort located in Myrtle Beach, South Carolina, entitling her to 150,000 points per annum in the Company’s points-based exchange program, the Holiday Inn Club Exchange (the “Club”) (the “South Beach Ownership”); (ii) an annual Standard beneficial interest in the Orange Lake Land Trust, entitling her to 150,000 Club points per annum (the “Trust Ownership”); and (iii) an annual Standard beneficial interest in the Orange Lake Land Trust, entitling her to 200,000 Club points per annum (the “Upgrade Ownership”). The Upgrade Ownership was recently purchased on February 12, 2023, and upon purchasing the same, Owner increased her Club membership level to Premier Platinum.

  Owner claims that she contacted a Quality Assurance Officer (“QAO”) within her ten (10) day statutory rescission period in order to cancel the Upgrade Ownership and that the QAO offered to send her documentation to rescind her contract. We reviewed these claims with the QAO who assisted Owner with her purchase, and we dispute Owner’s account of the events that transpired in connection therewith. We can confirm that Owner spoke with the QAO associated with her purchase of the Upgrade Ownership on February 16, 2023, via telephone call. At that time, Owner explained that she was unsure she would be able to afford the financial obligations attendant to the Upgrade Ownership. The QAO discussed the benefits of the new Club membership benefits Owner acquired with her purchase and provided Owner with additional clarification with respect to the financial obligations attendant to the Upgrade Ownership. Contrary to Owner’s assertions, however, after discussing the new purchase with the QAO, Owner confirmed that she understood her financial obligations and elected to retain the Upgrade Ownership.

  Furthermore, having completed five (5) purchase transactions with the Company, Owner is well aware that in order to rescind a contract, she must provide the Company with written notification of her intent to cancel within the statutory rescission period thereto. More specifically, the Purchase Agreement executed by Owner for the Upgrade Ownership clearly states in bold text in the paragraph directly above her signature that,
  “You may cancel this Agreement without any penalty or obligation within 10 (ten) calendar days after the date you sign this Agreement…. If you decide to cancel this Agreement, you must notify the Seller in writing of your intent to cancel. Your notice of cancellation shall be effective upon the date sent and shall be sent to Holiday Inn Club Vacations Incorporated, 9271 S. John Young Parkway, Orlando, Florida 32819.”

  We have no record of having received written notice of Owner’s request to rescind the Upgrade Ownership. Had such notice been received, the Company would have immediately canceled Owner’s purchase, as the Company abides by applicable rescission laws. The Company therefore requires Owner to abide by the contractual obligations attendant to the Upgrade Ownership and we find no basis to warrant Owner’s request for a refund and/or cancelation. We therefore respectfully decline Owner’s request for the same.

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

• Initial Complaint

  Date:03/06/2023

  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 a current rewards club member for holiday inn #*** *** *** and my family and I have never been so embarrassed in our life at hotel by a manager/employee. We asked for a late checkout only 30 minutes to be exact and we were denied. We had no lights. tv, air conditioning the day before making us spend the whole day out in the city. But when we wake up late and ask for 30 minutes for checkout we are denied and rudely. I am a current US Customs and border patrol agent and my spouse is a teacher and the last thing we want is for an employee to act in such a manner. She was arrogant, rude and told us we weren’t welcomed back to that hotel which made it easier for me to file this complaint. One rotten apple won’t disgrace the rest of the holiday inn chains. Being a gold club member I have never filed a complaint because holiday inn always treats us good. She is the day shift manager and we want to file this complaint on her. You can look at the cameras and see she followed us all the way to the outside of building saying bye bye you are not welcomed here anymore I want this resolved thank you

  Business Response

  Date: 03/16/2023

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the “Company”) in connection with the complaint filed by Mr* **********

  Upon conducting our research, we are unable to find ***** ********* in our system as an owner and/or guest. Upon further review of the complaint, we noticed that Mr. ********* references an **************** ****** ***** ******* account number. We therefore believe that Mr. ********* may be referencing a reservation he secured through *** directly. Please be advised that the Company does not own or operate *** or the Holiday Inn brand hotels. The Company does have a strategic alliance with *** which enables the Company to market, sell, and operate its timeshares under the Holiday Inn Club Vacations brand and to offer membership in the Holiday Inn Club Exchange, the Company’s points-based exchange program. However, the Company’s twenty-eight (28) timeshare resort properties are independently developed, owned, and operated by the Company, which is not under common ownership with Holiday Inn and/or any other *** hotel or resort brands. We therefore request that the complaint be redirected to the appropriate entity for review and response.

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

• Initial Complaint

  Date:03/06/2023

  Type:Customer Service 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 company refuses to update my address. I moved over a year ago, and tried to change my address online. I have called them several times sice to change my address, and each time they say it was changed, but nothing happens. The address wouldn't be a big deal, but they are refusing to send my 1098 tax information. They say they mailed it, to the wrong address, and now won't email me my tax information. Nor will they change my address in the system, I just want my tax info so i can file my taxes.

  Business Response

  Date: 03/10/2023

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the “Company”) in connection with the complaint filed by Mr. ***** (“Owner”). We appreciate the opportunity to respond to the concerns set forth therein. Our records show that Owner currently owns one (1) annual standard beneficial interest in the Orange Lake Land Trust (the “Ownership”).

  Owner requests assistance with updating his address and receiving his 1098 tax form associated with his Ownership. Please note that satisfying our customer’s needs and providing effective and timely assistance in connection with account inquiries is important to our company and we sincerely apologize to Owner for any delays or inconveniences he may have experienced. We thank Owner for his feedback, and we will continue to work with our agents in this regard.

  Notwithstanding the foregoing, we can confirm that Owner’s address has been updated within the Company’s systems and Owner was emailed a copy of his 1098 tax form on March 6, 2023, to the email address listed within the “Consumer Info” portion of the complaint. To the extent Owner did not receive the same, we ask that he contact the Company’s Legal Department at [email protected] and we will be happy to provide him with additional assistance in this regard.

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

• Initial Complaint

  Date:03/06/2023

  Type:Customer Service 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.

  We explained some of our concerns and issues that we have been having with their company. Alejandro and I purchased our share based on false information and promises. My husband and I thought we were making a significant investment to have the freedom of travel. We have not had the opportunity to experience any of the great things mentioned in the presentations. We feel as if we were misled. The resorts and vacation locations we are interested in have yet to be available. My husband and I have completed both mortgages for our timeshares and have yet to benefit from the shares. We are no longer interested in the investment of our timeshare. Alejandro and I have spent thousands of dollars with Holiday Inn Club Vacations. We can understand why we are being ignored. We are asking for assistance with canceling our timeshare. Sincerely, ****** * ********* ******

  Business Response

  Date: 03/24/2023

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

  Our records show that since December 2013, Owners have entered into two (2) purchase transactions with ********** Resorts, LLC (“**********”), each for a timeshare interest. ********** was later acquired by an affiliate of the Company in May 2015. Owners have not purchased any timeshare interests directly from the Company following the acquisition. Owners currently own two (2) annual fixed-week timeshare interests at the (i) Holiday Hills Resort located in Branson, Missouri, and (ii) Lake O’ the Woods Resort located in Flint, Texas (collectively, the “Ownerships”).

  Investment. Owners refer to their purchases as investments. Please be advised that **********’s sales consultants were not financial advisors, and as such, they did not promote timeshare ownership as financial investments. Furthermore, because timeshare interests are used-based products, they were sold as such, and **********’s sales consultants advised prospective purchasers that the value associated with a timeshare purchase is derived from the use of the timeshare itself.

  At the time Owners purchased the Ownerships, they executed an Owner Confirmation form wherein they acknowledged that they were purchasing the Ownerships for personal use and not for the purposes of obtaining any rental income, tax advantage, depreciation, or investment.

  Terms / Availability. Owners claim that they were provided with “false information and promises” in connection with the benefits of their Ownerships. Firstly, please be advised that ********** no longer conducts timeshare sales presentation; however, when they were, **********’s sales consultants provided prospective purchasers with full and accurate disclosures at the time of sale. These disclosures where then supported and memorialized within the purchase documentation provided to prospective purchasers for review. Additionally, as a part of **********’s sales process, Owners were required to meet with a Verification Officer at the time of each sale who assisted them with the execution of the contract documents and confirmed that they had a full understanding of the terms and conditions associated with each ownership. In connection therewith, Owners were afforded as much time as they desired to review in detail all of the documents prior to signing and to ask for clarification regarding anything they did not fully understand. Likewise, if Owners required additional explanation or more time to review the documents, the Verification Officer would have been happy to provide them with the same. Instead, Owners affirmatively advised the Verification Officer that they understood the terms of each respective purchase. If Owners did not agree to the terms and conditions of their purchase transactions, they had the option of canceling the purchases within the respective rescission periods. The period by which to cancel the contracts were fully disclosed to Owners at the time of each purchase in accordance with applicable law. Owners were also provided with copies of the executed documentation at the time of each purchase which clearly set forth the rescission period as well as the instructions for exercising the same.

  Owners also state that they feel “misled” due to their inability to book reservations at their desired locations. Please be advised that the purchase of the Ownerships provides Owners with a number of benefits including (i) travel to their owned resort during their owned weeks each year, (ii) the Bonus Time Program, which program allows Owners to secure last-minute reservations at the historic thirteen (13) ********** resort locations, and (iii) if Owners cannot utilize their owned weeks, they are welcome to deposit the same into **********’s In-House Exchange Program which would allow them to exchange their owned weeks for a different week at the Holiday Hills Resort, Lake O’ the Woods Resort, or at one of **********’s eleven (11) other resort properties at no additional cost to Owners. Additionally, Owners also have the option to deposit their owned weeks for use through booking reservations with our affiliate exchange, RCI. Owners were provided with clear disclosure that while they can transact with RCI, it is subject to RCI's terms and conditions, which include, but is not limited to, the fact that reservations are all subject to availability. Please also note that both the Bonus Time Program and In-House Exchange Program are subject to availability and changes, which was clearly disclosed to Owners at the time of each purchase.

  Upon review of Owners’ usage history, we find that Owners have only utilized their Ownerships to deposit their weeks for use through RCI, which is contrary to Owners’ assertions of receiving no benefit from their Ownerships. Notwithstanding the foregoing, if Owners are experiencing difficulty utilizing the Ownerships and/or if they would like assistance securing desired reservations, we suggest that they contact a Vacation Counselor at (800) 613-0310 and an agent will be happy to assist in that regard. It should be noted, however, that because Owners’ accounts are currently delinquent, their accounts are subject to use restriction and Owners will be unable to secure reservations until such time they bring their accounts current.

  No Assistance. Owners state that they are being “ignored.” Please be advised that the Company is unable to locate prior correspondence from Owners requesting cancelation of the Ownerships until such time the Company received the Better Business Bureau complaint. To the extent Owners wish to provide evidence of their prior communications, the Company would be happy to review the same. Secondly, please be advised that our Capital Management account representatives have attempted to contact Owners on numerous occasions to present Owners with options that might assist them with maintaining their accounts current. However, many of the Company’s attempts to reach Owners have been unsuccessful.

  Cancelation. Owners request cancelation of the Ownerships. We have reviewed our files for Owners’ accounts, and we wholly deny any wrongdoing on the part of ********** in connection with the sale of the Ownerships. Instead, we have found that Owners willfully entered into their agreements after full disclosure of all applicable terms and conditions. Moreover, Owners failed to timely exercise their rescission rights and Owners have outstanding financial obligations owed to the Company. This leads us to conclude that Owners are not eligible for, or entitled to, cancelation of the Ownerships, and as such, we respectfully decline their request for the same.

  Owners’ accounts are delinquent. Extended delinquencies may result in foreclosure. If Owners would like to avoid foreclosure, they will be required to bring their accounts current, and they may do so by contacting our Capital Management Department at (800) 298-3706.

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

• Initial Complaint

  Date:02/24/2023

  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 two salespeople were Ana H****** and Daniel F*****. They made it seem like this would be an investment in my future. They never told me there would be additional fees on top of the loan payments. This is a BIG money pit for the timeshare. They told me it would be easy to use, but that is not true. I have paid a tremendous amount of money to Holiday Inn, and I have nothing to show for it. I booked a stay for a very nice three-bedroom suite, and it was gross. It took them 5 hours to get us a new room. I have been wronged and misled. I want out of this Timeshare Company and the timeshare that I had to upgrade in order to remove my ex husbands name, which isn’t true. I could’ve just gotten him to sign/notarize a Quit Claim deed to remove his name. I have spent THOUSANDS OF DOLLARS on something I will never use and was wronged in the way it was presented to me! I want my money back NOW!

  Business Response

  Date: 06/22/2023

  Dear Mrs. ********
  Thank you for contacting Holiday Inn Club Vacations Incorporated (the “Company”) in connection
  with the complaint ?led with your of?ce by Ms. *****. We appreciate the opportunity to respond
  to the concems set forth therein.
  Our records show that on August I9, 2013, Ms. ***** and her ex-husband, ***** ******
  (collectively, the “OWners”), entered into their ?rst purchase transaction with the Company, at
  which time they elected to purchase a biennial timeshare interest at the South Beach Resort located
  in Myrtle Beach, South Carolina (the “Initial Ownership”). The Initial Ownership entitled Owners
  with ll5,000 points every even year in the Company’s points-based exchange program, the
  Holiday Inn Club (“Club”). Thereafter, on May l2, 2015, Owners elected to enter into an additional
  purchase transaction with the Company, at which time they purchased an annual timeshare interest
  at the Desert Club Resort located in Las Vegas, Nevada (the “Second Ownership”). The Second
  Ownership entitles Owners to 79,000 Club points per annum. Later, Ms. ***** advised the
  Company that her and Mr. ****** were getting divorced, and she requested Quit Claim Deeds to
  remove / update the owners of record on each timeshare interest. However, the Company advised
  Ms. ***** on several occasions that she would be unable to fully remove either party from the
  accounts With Quit Claim Deeds until such time the mortgages associated with each timeshare
  interest were satis?ed.
  Thereafter, while vacationing at the Company’s Orange Lake Resort in March 2021, Ms. *****
  was invited to attend an additional timeshare presentation. At the time of the presentation, Ms.
  ***** met with sales consultant, Daniel R**** (not Daniel F***** as Ms. ***** claims), who asked
  if her current ownerships were meeting her vacation needs. Based on her responses, Ms. *****
  was offered the opportunity to augment her ownership portfolio. When Ms. ***** advised that she
  wished to augment her portfolio, the sales consultant identi?ed inventory that would best meet her
  latest vacation needs. Ms. ***** was offered the opportunity to trade-in the Initial Ownership and

  Customer Answer

  Date: 06/29/2023

  
  Complaint: ********
  
  I am rejecting this response because: Dear Mrs. ********
  
  After 4 pages from Holiday Inn’s Paralegal, Katherine M*******, I find that she fails to mention in March of 2021, I wanted to remove my ex-husband, ***** ******, and was advised the only way to do that was to upgrade. As I found out later, my ex-husband still needed to sign and file a Quit Claim Deed. Holiday Inn was pushing for an upgrade and, in the meantime, did not handle the removal in a manner that was in my best interest. The option they put before me as my only option cost me more money and extended my contract.
  
  In the meeting with the salesman, the conversation went to meeting her vacation needs and augmenting her file. Augment is not a word that most people use very often.
  
  Why would I want to hold on to a contract with my ex-husband’s name on it? You stated that nothing can be done until the loan is paid. Instead of going our separate ways, Ms. M******* tells me that we cannot finalize our divorce until this is paid for, and who knows what else Holiday Inn / Orange Lake will come up with. This is wrong!
  
  I am not happy with the response for Ms. M*******. She wrote a lot about making Holiday Inn / Orange Lake look faultless. She states that their salespeople are thoroughly trained in the Club program and provide full and accurate disclosures to potential owners. My complaint has nothing to do with how the contract is written. My issues are with what the salespeople say to entice you to purchase. They are more concerned about making a sale over being honest and truthful about the timeshare. We all know they work off commission.
  
  I want this timeshare and loan canceled, along with a refund of what we have paid to Holiday Inn / Orange Lake.
  
  ***** *****

• Initial Complaint

  Date:02/24/2023

  Type:Customer Service 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.

  Better Business Bureau I, **** ********** purchased my timeshare twenty years ago with a company that has gone bankrupt. Holiday Inn Club Vacations took over, and the ski resort where I originally had my timeshare went out of business. I was signed up involuntarily for Holiday Inn Club Vacations. No one from the resort or timeshare reached out to me to ask if I wanted to part ways or become an owner of their company. I have reached out to Holiday Inn to dispute my contract, and they refused. I do not wish to be a part of a company with increasing annual fees. I am looking forward to retirement and having this timeshare, and the increasing costs will negatively impact my quality of life when my income becomes limited. I am seeking help from you at the Better Business Bureau to help me with returning my timeshare. Thank you, **** ********* ***************

  Business Response

  Date: 05/09/2023

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

  Sincerely,

  HOLIDAY INN CLUB VACATIONS

  INCORPORATED