Business Profile

Vacation Timeshare

Holiday Inn Club Vacations Incorporated

Complaints

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

Customer Complaints Summary

591 total complaints in the last 3 years.
179 complaints closed in the last 12 months.

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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:05/30/2025
Type:Service or Repair 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.
March of 2025 sat in on a presentation of a timeshare which we have done many times. *** was our *** and he was extremely nice, very GOOD at his job. Even a church going guy (he claims). Went through the whole 2 hour presentation, he showed us that we could go to ****** for a week for ****** points. I was very attentive, because we LOVE Mexico and have been many times. But with this ****** points we were about to buy we could go at least 4-5 times a year! I asked if I could have an additional ****** points BONUS and I would buy in. *** and the CLOSER agreed. So we have ******* points to use starting 5/5/25. Well we start planning what we want to do at this point, and my husband brings up all 4 Mexico resorts and to stay for a week it will cost ******* points. Now, I am just thinking he is doing something wrong, so I dig into it. Wow, we can't even stay 3 nights in ************** for ****** points. We got screwed ROYALLY by this team of sharks! Lied about absolutely everything. Now we have to pay quarterly fees, cleaning fees, transaction fees. We haven't even booked our first trip and I'm over it! Extremely angry that these places can exist, there was not one bit of truth in his presentation with regard to points. We can't even take one trip let alone take the family as presented with BETTER accommodations (they said). It's all BS and lies. Don't fall for it like we did. I am so angry with myself for actually thinking it worked as they said it would. Scammers everywhere.
Customer Answer
Date: 06/02/2025
Here is the signed complaint.
Business Response
Date: 06/10/2025
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.
Our records show that on March *******, Owner purchased an annual Standard beneficial timeshare interest in the Orange *************** (Ownership), which entitles Owner to ****** points per annum in the Companys points-based exchange program, the Holiday **************** We can also confirm that Owner received an additional one-time allocation of ****** bonus Club points at the time of sale. Club points may be used to secure (i) reservations at any of the Companys thirty (30) resort locations, (ii) reservations at thousands of ***************************** (***) branded hotels and resorts worldwide through the Companys affiliation with ***, (iii) reservations at thousands of re-sorts worldwide through the Companys exchange affiliate, ***, and (iv) discounts on airfare, car rentals,cruises, and more, through the ********************** program.
Owner claims that she was shown a one-week Mexico trip for ****** points at the time of sale, and that she has been unable to locate the same. Instead, Owner claims that she found a one-week Mexico trip for ******* Club points at one of the Companys four (4) Mexico resort locations. As stated above, Owner can elect to use her Club points to book accommodations through the Company, *** or ***. Regarding Owners claim,we find that Owner is commingling reservations made available through *** versus the Companys resort network.
Please note that on **** website, there is an option to filter the website to show you RCIs 0-20,000 points exchanges. At the time of the presentation, our sales team was able to locate a discounted offer, which included a one-week stay in ****** for ****** points. When Owner attempted to locate the same reservation,she and/or her husband looked at booking a reservation in one of the Companys four (4) Mexico resorts, which is not the same as RCI. Owner was shown and provided a copy of the Companys Member Guide at the time of purchase. The Member Guide clearly discloses the exact number of Club points required to secure reservations at each of the Companys resort locations, broken down by resort, season, unit type, unit size and day of the week. It should be noted that Owner can obtain reservations at the Companys four (4) ****** resort locations for less than ****** Club points depending on the above referenced factors and subject to availability. For example, Owner can book a 7-night stay at the Companys *********************************** during silver season in a 2-bedroom unit for as low as ****** Club points. Owner could also book a 7-night stay at the ******************************************* during silver season in a studio unit for as low as ****** Club points. In addition, if Owner is interested in vacationing in ********, she has the option of booking a 7-night stay during silver season in a 1-bedroom unit at the Companys Holiday Hills Resort located in *******,******** for ****** Club points. Please note that Owner may stretch her Club points further by securing reservations in smaller units falling on Sunday through Thursday and by traveling during non-peak seasons, as these reservations require the expenditure of fewer Club points than those secured in larger units during peak travel times and over the weekend. Ultimately,depending on how Owner chooses to utilize her Club points, she can expend ****** Club points on one (1) night or an entire week of vacation.
Notwithstanding the foregoing, if Owner is interested in booking an RCI exchange (whether to ******, ********, or otherwise), she can login to her Owner portal and locate the link for **** website. Once she is on **** website, she can review the accommodations available through *** and how many Club points she would have to exchange to obtain the same, subject to additional fees. Owner can also take advantage of the deeply discounted last minute vacation deals offered through **** Last Call (which do not require the expenditure of points), and examples of the same were demonstrated to Owner. The fees associated with *** were clearly disclosed on the Sales Pre-Confirmation Checklist and RCI Disclosure Guide provided to Owner at the time of sale.
To the extent Owner requires assistance with booking reservations or understanding how to maximize her Club points, we encourage her to contact a Vacation Counselor at **************, who will be happy to assist in that regard.
Owner expresses dissatisfaction with the financial obligations attendant to the Ownership. Please note the financial obligations attendant to the Ownership are fully disclosed in the Purchase Proposal, Promissory Note, Mortgage, Owner Clarification Form, and Closing Disclosures that Owner executed at the time of purchase. In addition,the Sales Pre-Confirmation Checklist and Member Guide provided to Owner at the time of purchase fully sets forth the exchange fees, reservation fees, Club membership fees, and all other fees attributable to the use of her Ownership and the fact that such fees are subject to change.
Owner requests account cancelation and a refund of monies paid. Please note that the Company allows owners who no longer wish to retain their timeshare interests the opportunity to relinquish their ownerships by deeding the same back to the Company via the Horizons Program. In order to be eligible for participation in the Horizons Program, an owner must (i) have satisfied his or her mortgage obligations, and (ii) have remitted payment in full of all invoiced maintenance obligations, and Club dues.Our records show that Owner is currently eligible to participate in the Horizons Program. If Owner would like to participate in the Horizons Program, she may do so by contacting the Horizons Program by calling ************** and an agent will assist her with payment of the Horizons processing fee and initiating the process necessary to surrender the Ownership back to the Company, which will release her from all further obligations thereunder without negative impact to her credit. Please note, however, that because we are unable identify any evidence of wrongdoing on the Companys part, we respectfully decline Owners request for a refund.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Initial Complaint
Date:05/22/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Everything with Holiday Inn has been stressful. They convinced my 18 year old grandson to sign on to the contract. he was too young to be added to a contract as serious as this. I do not want him stuck in something that he doesn't fully understand. When he signed on, our home base was also changed to a different location. This was not what I agreed to and I felt very misled when they did this, knowing that it would be more expensive for me thinking I would not ever know their intentions. This was very deceiving of their representatives. I thought I was making this upgrade to receive more benefits and extra points and all I got was higher payments and fees, with no difference in benefits at all. Feeling misled is an understatement. We were sold one thing and later found out so much information has been withheld from us and this is why I wish to cancel my contract.Every presentation is extremely high-pressure, easily flustering someone in that situation. I do not feel Holiday Inn fully explained what this timeshare would entail. They assured me I would be able to get out at any time and clearly that is not the case. I was also told that I could rent out my timeshare to cover my fees, and this was a lie as well. I am now handicapped and cannot travel as much as I used to. I recently had knee surgery, and am waiting for another. Mobility is now a huge issue for me, and traveling is not a priority anymore. This has caused me to miss a lot of work and this of course has affected my income. I will not be using this timeshare anymore and it is becoming hard to manage financially. Holiday Inn has led me down a distrustful path, leading me to now be questionable about other companies as well. It disappoints me that their organization cares more about profit rather than the experience that they sold to us and the fact that it is nothing compared to what they sell.
Business Response
Date: 06/02/2025
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.
Owner entered into her first purchase transaction with the Company on February 24, 2016, at which time she elected to purchase an annual timeshare interest at the Orange Lake Resort located in *********, ******* (the Initial Ownership). The Initial Ownership entitled her to ****** points per annum in the Companys points based exchange program, the Holiday **************** Thereafter, on November 12, 2017, Owner elected to add to her ownership portfolio by purchasing a biennial timeshare interest at the Holiday Hills Resort located in *******, ******** (the Additional Ownership), which entitled her to ****** Club points every even year. Later, on November 26, 2018, Owner elected to trade-in the Initial Ownership and the Additional Ownership and applied the accrued equity therein towards the purchase of an annual standard beneficial timeshare interest in the Orange Lake Land Trust which entitles her to ******* Club points per annum (the Upgrade Ownership). As referenced in Owners complaint, Owner only purchased the Upgrade Ownership with her grandson, Lukah ******. We can confirm that ********* was of legal age to execute the contract documentation associated therewith at the time of purchase.
Timeshare Presentation. Owner claims that the Companys timeshare presentations are high-pressure. We dispute Owners characterization of the Companys sales presentations as pressured. While the Companys sales consultants are enthusiastic about our product, they do not pressure, or otherwise force, prospective purchasers to purchase timeshare interests, nor do they prevent prospective purchasers from leaving the sales center without making a purchase. In fact, many prospective purchasers who attend the Companys timeshare presentations leave the sales center without making a purchase. Furthermore, Owner freely advised the sales consultant that she wanted to purchase the Upgrade Ownership, and she identified transfer to trust, added points + grandson, and more fun on the Sales Pre-Confirmation Checklist she executed at the time of purchase as her primary reasons for entering into said purchase. Based on the foregoing, we find that Owner obtained her desired goals listed on the Sales Pre-Confirmation Checklist (i.e. transfer to trust, increase in points, and adding her grandson)upon purchasing the Upgrade Ownership.
The complaint further states that the Upgrade Ownership is other than what was presented to Owner at the time of purchase. We dispute Owners claims that the sales personnel misrepresented the terms and conditions of the Upgrade Ownership. 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,Owner and *** ****** were required to meet with a ***************** Officer (***) to review the contract documentation and the details of the purchase to ensure that they had a full understanding of the terms and conditions associated with therewith. Owner and ********* 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 Owner or *** ****** had communicated to the *** that they did not understand the purchase documents and/or any aspect of the purchase, the *** would have halted the sale to address those concerns. Likewise, if Owner or *** ****** required additional explanation or more time to review the documents, the *** would have been happy to provide them with the same. Before leaving the sales center, Owner and ********* affirmatively advised the *** that they understood the terms of the purchase and proceeded to execute the contract documentation applicable to their purchase. We therefore dispute Owners assertion that the Upgrade Ownership is anything other than what was presented to her at the time of sale.
Benefits. Owner claims that she purchased the Upgrade Ownership for additional benefits but that her benefits have not changed. As stated above, Owner increased her annual points location to ******* Club points per year after purchasing the Upgrade Ownership. The more Club points an owner has in his or her ownership portfolio, the more an owner can do, in the same way that someone with more vacation dollars can do more than someone with less vacation dollars.Owner also expresses concern with regard to her home base changing. Please be advised that Owner is referring to her booking windows changing. It should be noted that at the time of sale, Owner was provided with clear disclosure in the Sales Pre-Confirmation Checklist that she would have Resort Access for the Holiday Hills Resort. Resort Access allows owners who own or are assigned a particular resort, priority access, meaning that they can book reservations at their owned or assigned resort up to thirteen months in advance. Moreover, Owner was also shown and provided with the Member Guide which disclosed that her second booking window is Open Access (i.e., booking opens 10 months in advance to all resorts). To the extent Owner disagreed with the booking windows afforded to her under the Upgrade Ownership, she could have elected to forego executing the contract documents. Alternatively, if Owner had a change of heart after leaving the sales center, she was welcome to rescind her purchase within the statutory rescission period. She was provided with full disclosure of her rescission rights and how to exercise the same at the time of purchase, which rights are memorialized in the contract documentation she executed, copies of which were provided to her before she left the sales center. Owner did not, however, exercise her rescission rights. Instead, Owner and *** ****** elected to use the benefits afforded to them under the Upgrade Ownership and completed eight (8)reservations after said purchase. Notwithstanding the foregoing, if Owner requires assistance with understanding the benefits of her Upgrade Ownership,we encourage her to contact a Vacation Counselor at **************, who will be happy to assist in that regard.
Financial Obligations. Owner expresses dissatisfaction with her financial obligations. Please note that once Owner advised the sales consultant that she wanted to purchase the Upgrade Ownership, she was provided with a one (1) ********************** setting forth the key terms of her purchase, including, without limitation, the purchase price, amount financed,term of loan, monthly payment, maintenance fees and interest rate, in order to confirm her understanding of the same. Only after Owner signed the Purchase Proposal were contract documents prepared for her review and execution. The financial obligations were again fully disclosed in the contract documentation subsequently executed by Owner. If Owner did not agree to the financial obligations or any of the terms associated with the Upgrade Ownership, she was welcome to decline to execute the contract documents or to rescind her purchase within the statutory rescission period.
Rental. Owner claims that she was advised that she could rent her Upgrade Ownership to cover the cost of her financial obligations. The Company does not have a rental program for third party rental of Owners timeshare interest. As such, our representative would not have made representations regarding the ease by which Owner might be able to secure renters on the rental market. In addition, upon purchasing the Upgrade Ownership, Owner initialed each term in the Owner Clarification Form including the clear disclosure that (i) This Timeshare Interest is being purchased for personal use and enjoyment and that we are not purchasing with an expectation of receiving any tax benefit or income from rental or profit from the resale of your Timeshare Interest.
Surrender of Ownership. Owner states that she was advised that she could surrender Upgrade Ownership at any time if she no longer wanted to retain the same. Upon satisfaction of her mortgage and maintaining her maintenance obligations and Club dues current, Owner may contact the **************************** to inquire about relinquishing her Upgrade Ownership back to the Company through its Horizons Program should she determine that she no longer desires to retain the same. Until such time, however, Owner remains obligated to pay the mortgage, maintenance assessments, and Club dues attributable to her purchase. Notwithstanding the foregoing, Owner is not prohibited from selling her timeshare interest to bona fide third parties in accordance with the Companys transfer requirements, however, we simply do not offer assistance in that regard.
Cancelation. Owner requests cancelation and a refund of monies paid. Please be advised that the rescission period has expired rendering Owners request untimely. In addition, we have confirmed that the documentation executed by, and provided to, Owner at the time of purchase is in order and that she received full and accurate disclosure of the terms and conditions of the Upgrade Ownership. Furthermore, Owner has outstanding mortgage obligations owed to the Company. For these reasons, Owner is not entitled to, or otherwise eligible for, cancelation and/or a refund.
Our records show that Owner is delinquent on her payment obligations. To the extent Owner is experiencing financial hardship, we encourage Owner to contact the ********************************************** at ************** to speak with an agent who will be happy to assist her with bringing and maintaining her account current.Continued non-payment may ultimately lead to foreclosure.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Customer Answer
Date: 06/11/2025

Complaint: 23363807

I am rejecting this response because I strongly disagree with the Holiday Inns portrayal of the events surrounding my timeshare purchase, and I stand firmly by my original complaint.
Holiday Inns response completely downplays the pressure and manipulation used during their presentations. Calling their tactics enthusiastic is an attempt to gloss over the reality of what I experienced: a high-pressure, fast-talking sales environment designed to confuse and overwhelm. I was rushed through paperwork, overwhelmed with information, and led to believe that this upgrade would come with meaningful benefits. It did not. What I got instead were significantly higher payments and maintenance fees for benefits that are no different than before. My experience has only gotten worse. Promises were made that have never been fulfilled, including the ability to rent out my timeshare to help cover costs. Now they claim that such a thing was never said, which directly contradicts what I was told by their representatives at the time of sale.

Adding to that, my grandson who was only 18 at the time, was brought into this contract under pressure and without fully understanding what he was committing to. While your response tries to justify this by stating that he was of legal age, it completely ignores the ethical problem of targeting young adults with high-pressure tactics for long-term financial commitments they are not equipped to evaluate. I now deeply regret allowing him to be involved, and I want to protect him from the burden of this decision, which neither of us were properly informed about.

Holiday Inns response also fails to acknowledge the deceptive way my home base was changed without clearly explaining the consequences. I was never told that this change would impact my reservation window or availability at resorts I originally had access to. I was led to believe that I would be gaining more options, not losing flexibility.

Furthermore, Holiday Inn points to documents I signed as proof that everything was disclosed. But I want to make it clear: being handed stacks of documents at the end of a long, exhausting, and high-pressure presentation does not equal informed consent. I was not given the time or space to truly understand what I was signing, and by the time the ***************** Officer came into the picture, the momentum of the sale made it feel impossible to turn back.

Given the misleading and high-pressure sales tactics used, the failure to deliver the promised benefits, and the financial hardship and health issues I am currently facing, I am once again requesting a full cancellation of my timeshare contract and a refund of all monies paid. This is a matter of fairness and accountability. I believe I have been taken advantage of, and I will continue to pursue this matter until a resolution is reached.

Sincerely,

******* *******
Business Response
Date: 06/16/2025
We have received rebuttal complaint filed by ******************** We have reviewed each of her allegations and previously responded with specificity addressing each of the issues raised in her initial complaint. We appreciate the opportunity to respond to Owners additional concerns.
Owner claims that the Company targeted her grandson based on his age. We dispute this claim. The Company does not discriminate, or target individuals based on age or otherwise. Our product is available to all individuals that are interested in vacation ownership. Owner and *** ****** were under no obligation to participate in the ****************** promotion or to make a purchase and they could have declined to (i) participate in the ****************** promotion, (ii) attend the Companys timeshare presentation, and (iii) make a purchase from the Company. Furthermore, Owner and *** ****** were afforded the rescission period to further consider their purchase and decide if exercising their rescission right was the best option. Owner, and *** ******* however, did not exercise this right and instead elected to utilize the benefits afforded to them through their purchase.
Furthermore, Owner insists that she was unaware of the impact of being assigned Resort Access to Holiday Hills Resort under the Upgrade Ownership. Please be advised that Owner received clear disclosure of her booking windows at the time of each of her purchases. To the extent Owner disagreed with the Resort Access assigned to her under the Upgrade Ownership, she could have stated so at the time she met with the **** at which time the *** and sales consultant would have attempted to locate inventory that better suited Owners needs. Furthermore, while Resort Access impacts the resort in which Owner gains priority versus all other resorts, ultimately all reservations are subject to availability, which Owner was provided with clear disclosure of the same at the time of each purchase.
Moreover, upon review of Owners use history, we find that she has completed twelve (12) reservations. Despite being afforded (i) a thirteen (13) month booking window to book reservations in standard units at the Holiday Hills Resort (i.e., Resort Access) and (ii) a ten (10) months booking window in which to secure reservations in standard units at other Company resort locations (i.e., Open Access), ten (10) of Owners reservations were booked less than three (3) months prior to check-in. Owners two (2) additional reservations were also booked within the Open Access booking window. Therefore, Owner has never used the benefit of the Resort Access booking window and has had substantial success booking reservations close to her desired check-in dates. Notwithstanding the foregoing, if Owner requires assistance securing reservations, we encourage her to contact a Vacation Counselor at the phone number previously provided.
Upon receipt of Owners rebuttal,we again conducted a thorough investigation of Owners account and re-verified that her contract documents were duly executed and that she received all requisite disclosures applicable to her purchase, including instructions on how to timely request cancelation of her contract within the statutory rescission period. Since all documentation executed at the time of sale is in order,signed and acknowledged by Owner, and because we could not substantiate her claims of misrepresentation, we stand by our initial response and our position remains unchanged.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Customer Answer
Date: 06/17/2025

Complaint: 23363807

I strongly reject Holiday Inn Club Vacations latest response and continue to stand by every part of my complaint. Once again, their reply tries to deflect responsibility and avoid addressing the real issues. At no point during the sales presentation was the rescission period clearly explained to me or my grandson. If it had been, we would have taken the opportunity to cancel once we had time to reflect on what had happened. Instead, we were rushed through an overwhelming and high-pressure presentation where we were told this upgrade would give us more flexibility and better booking access. That turned out to be completely false.

Holiday Inn continues to rely on the fact that I signed documents as if that means I was properly informed. But signing paperwork after hours of pressure, confusion, and verbal assurances does not mean that I fully understood what I was agreeing to. The presentation was fast-paced, manipulative, and exhausting. When the ***************** Officer stepped in, it felt like just another step in the sales process, not an opportunity to genuinely reconsider. There was no clear explanation that we could cancel, no written notice handed to us plainly stating a rescission deadline, and certainly no encouragement to take our time to think things over. That key detail, the right to cancel, was completely buried or left out, which is unacceptable.

Holiday Inns response also brushes off my concerns about how my grandson, just 18 at the time, was pressured into this commitment. Legally of age or not, he was not prepared to make a long-term financial decision like this, and Holiday Inn should not be proud of pushing someone so young into a contract that could impact his credit and finances for years to come.

They also continue to ignore how the change in our home resort was never clearly explained. I was misled to believe this upgrade would open up more opportunities, not restrict my options or make booking even more difficult. And while they point to my use of the reservation system, the reality is that Ive had constant trouble securing the dates and locations I want, even when trying to book months ahead. Their response twists this into a sign that everything is working as promised, when it clearly is not.

This entire experience has caused nothing but stress, regret, and financial strain. The promises made during the presentation were not honored, the key details like the rescission period were never properly disclosed, and my grandson and I were misled into a contract that we never should have been pushed into. We were taken advantage of by a company we thought we could trust. All we want at this point is to have this resolved. We need Holiday Inn Club Vacations to take back the contract and remove it from our names. We want to move on from this stressful and disappointing experience and put it behind us. We just need them to cancel our contract.

Sincerely,

******* *******
Initial Complaint
Date:05/21/2025
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 was contacted about an introductory visit for $199.00. Before I paid I asked twice if this was redundable if we could not make it. I was told we refund this fee all the time. We cant make it and they refuse to refund the money.
Business Response
Date: 06/20/2025
RE: BBB Case # ******** (Complaint)
Mini-Vac # BER0004032272 (Package)

Dear Ms. *************

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 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.

Our records show that prior to the Company's receipt of the Complaint, we received notice that Mr. ********* initiated a chargeback dispute for the amount paid toward the Package he purchased in April 2025, in the amount of $199. We have decided, in the best interest of good customer service, to allow Mr. ********* to retain the credit he received through the chargeback dispute. The Company has therefore proceeded with canceling the Package. Following this cancellation, Mr. ********* will no longer be entitled to the benefits associated with the Package.

Sincerely,
***** ******
Manager-Paralegal
Customer Answer
Date: 06/20/2025

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:05/20/2025
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 accepted a stay for the ************************************* in **********, ** on April 20, 2025 for $249 as I wanted to visit the resort in May. I was told I could book anytime during the next 12 months and all I needed to do was attend a 2-hour tour of the facility after which my $249 would be refunded.On April 22, I called to make a reservation, I was informed that the resort was undergoing renovation until Memorial Day. Instead, I was offered inferior hotel rooms as alternatives by 2 different agents. This was beginning to feel like a ************* offer. I called back twice and asked to speak to a manager. After a few minutes of my call being picked up, each time by the same agent and put on momentary hold, my call was disconnected. It appeared that there was no intention to connect me to someone who could resolve my problem. I therefore requested a cancellation on April 23, but it was denied on April 30.Being unable to speak with anyone, I wrote an email on May 2 which has not been answered.Nowhere during my initial telephone conversation was I told I would be offered alternative accommodations if my choice was not available. I was looking forward to a resort experience, not a hotel room.After reading similar experiences by others on BBBs website, the response from Holiday Inn Club Vacations staff was often that, Our top priority is to assure that prospective purchasers are well informed about the terms of their purchases of vacation packages offered ... we have established policies and procedures to ensure that those terms and conditions are fully disclosed prior to purchase. This was not a true statement in my situation. Their business practices leave a lot to be desired and there is no attempt to resolve problems with customers. For this reason, I am requesting a refund as Holiday Inn would not provide me with what was offered.
Business Response
Date: 06/20/2025
***** ****** ("Guest")
BBB Case # ******** (the "Complaint")
Mini-Vac # NOR0004078311 (the "Package")
Dear *** ******:
We have received and reviewed the concerns stated in the above referenced Complaint. We appreciate the opportunity to respond.
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.

Our records show that prior to our receipt of the Complaint, we decided, in the best interest of good customer service, to grant Guest's request for cancellation of the Package he purchased on April *******. Following this cancellation, Guest will no longer be entitled to the benefits associated with the Package.

On May 29, 2025, we submitted a request for $249 to be credited the **************** credit card used for the purchase. Please note that the normal processing time for Guest to access the credit is approximately fifteen (15) business days from May 29, 2025. We suggest Guest contact his banking institution should he have any additional questions related to when the credit will be reflected on his statement.
Sincerely,
***** ******
Manager-Paralegal
Customer Answer
Date: 06/21/2025

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:05/16/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
March 1. 2025. Representatives misrepresented the products and value of the agreement. The sales person showed a timeshare for ****** points. We were not able to log in until April 1st, 30 days after the contract was signed. When I was able to login, all resorts were a minimum ******* points to book on any day selected which means my 30k points are useless. It would take 4 years to have 1 week of vacation time at a cost over the stated value of $3,000 for 2 weeks vacation. The actual value with this plan would be $8,000 per year for 2 weeks of vacation. Statements were very misleading. When they were contacted, they suggested buying more points which further increases the price and devalued the product making it further out of reach.
Business Response
Date: 05/29/2025
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.
Owner entered into his transaction with the Company on March 1, 2025, at which time he purchased an annual Standard beneficial timeshare interest in the Orange *************** (the Ownership) entitling him to ****** points per annum in the Companys points-based exchange program, the Holiday ******** (Club).
Owner states that he did not login to his account until thirty (30) days after his purchase. Please note that 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. On 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. Our records show that Owners account was setup by March 16, 2025. Shortly thereafter, our New Member Ambassador team attempted to contact Owner on several occasions to notify him of the same and to assist him with logging in; however, our agents were unable to reach Owner until April 1, 2025. By Owners admission, he logged into his account on such date.
Owner claims that the benefits of his Ownership were misrepresented. We dispute this claim. The Companys sales consultants receive extensive training regarding the terms and conditions applicable to the Companys product, which terms and conditions are duly memorialized in the documentation executed at the time of purchase. As such, we dispute Owners assertion that the Ownership is anything other than what was presented to him at the time of purchase.
Owner expresses dissatisfaction with the number of points required for a reservation. Please note that at no time was Owner advised that ****** Club points would satisfy all of his vacation needs. At the time of purchase the sales consultant suggested that Owner purchase inventory entitling him to ******* Club points. When Owner objected to the purchase on the basis of price, the sales consultant presented Owner with alternative purchase options while explaining that the reduction in price entailed a corresponding reduction in the number of Club points allotted thereto. In addition, owners are provided with significant discretion regarding how they choose to utilize their ownerships. They may use them to book reservations in any available unit at any of the Companys thirty (30) resort locations and/or at thousands of hotels and resorts worldwide through the Companys affiliations with *** and ***. The number of Club points required to secure reservations will be dependent on the resort, season, unit type, unit size, length of stay and day of the week. Depending on how Owner chooses to utilize his Club points, he can expend ****** Club points on one (1) night or an entire week of vacation.
In recognition of the same, as part of the sales presentation, the sales consultant showed Owner real-time examples of vacations that can be secured with the Companys program through the Club and its exchange affiliates. When Owner declined the initial offers presented to him and was presented with an ownership entitling him to just ****** Club points per annum, the sales consultant, with the assistance of a manager,advised Owner that in order to maximize the use of the Ownership, he should travel during the off peak season, avoid weekend travel, and stay in smaller units. In connection therewith, Owner was shown and provided a copy of the Member Guide at the time of purchase. The Member Guide clearly discloses the exact number of Club points required to secure reservations at each of the Companys resort locations, broken down by resort, season, unit type, unit size and day of the week. It was also suggested that Owner take advantage of the deeply discounted last minute vacation deals offered through the Companys ******* Program and **** Last Call, and examples of the same were demonstrated to Owner. At the conclusion of the timeshare presentation, Owner freely advised the sales consultant that he wanted to purchase the Ownership, and he identified value, convience [sic], and flexibility on the Sales Pre-Confirmation Checklist he executed at the time of purchase as his primary reasons for entering into said purchase.
If Owner had a change of heart after leaving the sales center, he was welcome to rescind his purchase within the statutory rescission period. He was provided with full disclosure of his rescission rights and how to exercise the same at the time of purchase, which rights are memorialized in the contract documentation he executed, copies of which were provided to him before he left the sales center. Owner did not,however, exercise his rescission rights and has yet to use his Ownership.Notwithstanding the foregoing, if Owner requires assistance with how to use or maximize his Club points, we encourage him to contact a Vacation Counselor at **************, who will be happy to assist in that regard.
Owner requests account cancelation.Please be advised that the rescission period has expired rendering Owners request untimely. In addition, we have confirmed that the documentation executed by, and provided to, Owner at the time of purchase is in order and that he received full and accurate disclosure of the terms and conditions of the Ownership. Furthermore, Owner has outstanding mortgage obligations owed to the Company. For these reasons, Owner is not entitled to, or otherwise eligible for, cancelation and we respectfully decline his request for the same.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Customer Answer
Date: 05/29/2025

Complaint: 23342421

I am rejecting this response because:
While, they state some facts and skew others. The sales representative wrote on a piece of paper that vacation costs would be locked in at no more than $3,000 per year. The sales representative showed 3 properties that were available for ****** points for 7 days which was shown as a real account. The sales representative stated the ******* points was a platinum package which was out of our price range at around $500 per month. If this was in our budget, we would have considered this package. While knowing by bare minimum that we were requiring 2 weeks of vacation and that if we were to purchase additional points, this would put us well over the platinum package price. With $15 for each ***** points. 14 days would cost over $3000 and would amount to over $262 per month excluding other fees. The sales representative knew this would not represent value as it would have put the cost over the stated $3,000 cap as previosly stated, but knowing this, the sales representative still didn't inform the consumer of the increased cost. Also, the sales representative stated that *** points could be converted to club points which was a false statement. These things were a clear misrepresentation in which 5 days was not a sufficient period of time to find this information out without being informed and without being able to personally verify any of this information by online or through a customer service representative because we were told they would not have our information.
Sincerely,

****** ****
Business Response
Date: 06/02/2025
We have received the rebuttal complaint filed by ***************** We have reviewed each of his allegations and previously responded with specificity addressing each of the issues raised in his initial complaint. We appreciate the opportunity to respond to Owners additional concerns.
Owner claims that the sales consultant did not adequately disclose the financial obligations and provided him with assurances that his financial obligations would not exceed $3,000 per year. Firstly, please note that the financial obligations attendant to the Ownership are fully disclosed in the Purchase Proposal, Promissory Note,Mortgage, Owner Clarification Form, and Closing Disclosures that Owner executed at the time of purchase. In addition, the Sales Pre-Confirmation Checklist and Member Guide provided to Owner at the time of purchase fully sets forth the exchange fees, reservation fees, Club membership fees, and all other fees attributable to the use of his Ownership and the fact that such fees are subject to change. Moreover, the governing documents provided to Owner at the time of purchase clearly disclose the maintenance assessment obligation and the fact that they are subject to increase. Based on the foregoing, the Companys sales consultants do not provide prospective purchasers guarantees that costs would be locked in as Owner describes. Secondly, upon review of Owners documents, we find that our sales team wrote $3,000 on the bottom of Owners Concora Credit Application. Please be advised that Owner elected to apply for a line of credit at the time of sale in order to assist him with remitting his down payment. Upon applying for the credit, Owner was approved for a $3,000 line of credit which is what our sales team documented for Owners ease of reference. It should be noted that when applying for credit, Owner was subject to the terms and conditions of the financial institution issuing the credit,which in this case was *********************, not the Company. Accordingly, the Company does not control and/or operate ********************* and/or the amount in which Owner was approved for. As such, the credit limit does not place a cap on Owners overall financial obligations that he agreed to with the Company and we dispute that Owner was advised to the contrary.
Notwithstanding the foregoing, Owner left our sales center after having agreed to the terms contained in the purchase documentation, including without limitation, his benefits and the financial obligations thereto and having acknowledged his understanding of the same. Owner also left the sales center with copies of the purchase documents he executed for further review and reference, which also included clear disclosure of his rescission right and how to exercise the same within the statutory timeframe. Please note that each state, not the Company, provides the purchaser with a period to review the contract documentation and the timeframe and mechanism by which the purchaser would be required to exercise those rights.Because Owner did not timely exercise his contractual right of rescission, he is not entitled to the same.
Owner alleges that he was advised that ******* Rewards points could be converted into Club points. As a point of clarification, Owner was provided with clear disclosure within the Sales Pre-Confirmation Checklist that I / We understand that I/we may currently exchange Holiday ******** Points to *** at a ratio of 5 Club points to 4 IHGOne Rewards Points. Similar disclosure was provided in the Member Guide to Owner at the time of purchase. Additionally, the Member Guide provides clear disclosure that Holiday ******** Points exchanged to *** One Rewards points cannot be exchanged back to Holiday ******** Points. It should be noted that Owner elected to contact our *************** on March 5, 2025 (i.e.,during his rescission period). At that time, Owner called with general booking questions and was provided with information on how to use his Club points towards *** and IHG reservations.
Owner insists that he advised the sales consultant that he required two (2) weeks of vacation. We restate that Owner was provided with various offers, and by Owners own admission, he declined offers that would entitle him to a larger number of Club points per annum based on the financial obligations associated therewith. Ultimately,Owner elected to purchase the Ownership that only entitles him to ****** Club points per annum. We maintain that our sales consultants do provide owners with examples of reservations that can be secured using Club benefits and the number of Club points required to secure reservations; however, they do not guarantee that an owner will have a sufficient number of Club points to satisfy all of his or her travel requirements for each desired reservation, as how far an owners Club benefits will extend is entirely dependent on how the owner elects to utilize his or her Club points and the Companys affiliated programs. To the extent Owner contacts the Company expressing an interest in booking a vacation that requires a higher expenditure of points, he will be advised to (i) seek an alternative reservation requiring less Club points, (ii) rent and/or borrow Club points for an additional fee, (iii) roll-over his current use year Club points, or (iv) modify his ownership portfolio by purchasing inventory that would entitle him to additional Club points per annum. Owner, however, is under no obligation to purchase additional inventory from the Company. We restate that Owner is welcome to contact a Vacation Counselor at the telephone number previously provided for assistance with maximizing the Club points under his current Ownership.
Upon receipt of Owners rebuttal,we again conducted a thorough investigation of Owners account and reverified that his contract documents were duly executed and that he received all requisite disclosures applicable to his purchase, including his financial obligations and instructions on how to timely request cancelation of his contract within the statutory rescission period. Since all documentation executed at the time of sale is in order, signed and acknowledged by all parties to the agreement, and because we could not substantiate his claims of misrepresentation, we stand by our initial response and our position remains unchanged.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Customer Answer
Date: 06/03/2025

Complaint: 23342421

I am rejecting this response because:
No explanation was provided as to how club resorts have no occupancy in resorts in ****** for owners but availability for non owners through The property customer service for the same dates. There was no way to discover this without access to their systems which was not available for well after the 5 day period in which is referred to. The contract was executed in what was thought to be good faith and value which turned into false statements by the club Representatives once I was able to verify the actual points needed and not a false web page screen with misleading points requirements. Also, it was notably mentioned about several states laws referring to this 5 day period. Why would several state laws matter? This contradicts the club statement of only Nevada law so does the club only stand by state laws that it wants to uphold and ignore others? If so, why does the club ignore Texas law?
According to texas law, a company is required to follow Texas law if the consumer lives in ***** and/or the company does business in ***** even if the contract was signed in another state. **** oversees compliance with timeshare law in which a complaint will be filed if this situation is not remediated.
Texas timeshare law is implicit that owners must be granted 7 day annual occupancy with their purchase. There is no clause that says the customer must buy extra points. The law states unequivocally that consumers be granted 7 days as part of the purchase which this ****** point plan does in no way satisfy. The law was implemented to protect Texas consumers from fraud and misrepresentation. IHG club Vacations has 7 days to remediate this or actions will be filed with TREC and any other potential reporting or litigation steps that need to be taken.
Sincerely,

****** ****
Business Response
Date: 06/06/2025
We have received the second rebuttal complaint filed by ***********************
Non-Owner Reservations. Owner takes issue with the fact that non-owners can book reservations within the Companys resort network.Please be advised that owners are entitled to book reservations in owner-owned inventory which inventory is part of the Club. They are not entitled, however,to book reservations in the developer-owned inventory. From time to time, the Company utilizes developer-owned inventory to accommodate persons on property at the invitation of its ******************** and releases developer-owned inventory for rental to non-owners through third-party websites. So, while it is the case that the majority of the people who are checked-into the Companys resorts at any given time are owners, at no time are prospective purchasers advised that resort access is limited or exclusive to the Companys ownership base.Moreover, and as stated previously, to the extent Owner wishes to utilize his Ownership immediately upon purchasing or had questions regard his Ownership, he could have elected to contact the ***************** Officer within his rescission period.
Reservations. Owner claims that our sales team showed him a false web page screen with misleading points requirements at this time of sale. We wholly dispute this claim. As stated previously, our sales consultants show real live examples of vacations available at the time of each presentation and the number of Club points required for the same. All reservations are subject to availability and if the examples shown during the presentation do not appear on ***, IHG, and/or the Companys booking website,that simply means they are unavailable. The Company does not manufacture or create fictional examples as Owner suggests.
Texas Law. Owner referenced Texas Law in his latest complaint. Please be advised that Owner previously sent the Company a letter where he referenced Section 221.032(b) of the Texas Property Code,Chapter 221, which is misguided as it pertains to availability. This subsection outlines the information that must be included in the timeshare disclosure statement, specifically a description of the existing or proposed accommodations, including the type and number of timeshare interests in the accommodations expressed in periods of seven-day use availability or other time increment applicable to the timeshare plan. This subsection does not, however,guarantee availability, for which Owner received full disclosure that all reservations are subject to availability and not guaranteed. Furthermore, we restate that depending on how Owner chooses to utilize his Club points, he can expend ****** Club points on one (1) night or an entire week of vacation. For example, Owner can obtain a 7-night stay in a studio unit at the ******************** Resort located in ************, ************** during value season for ****** Club points. As a second example, Owner can obtain a 7-night stay in a 1-bedroom unit at the Companys *********************************** located in ************,************* during the Bronze Season for ****** Club points.
Secondly, the Texas statute that Owner referenced is inapplicable as his purchase transaction transpired in ****** and not in *****. Please note that all of the forms of the purchase documents utilized by the Company have been submitted to, reviewed and approved by all applicable governmental authorities. Because Owners purchase transpired in ******, Owner was afforded five (5) days to rescind his purchase, which number of days is determined by Nevada law.
Upon receipt of Owners latest rebuttal, we again conducted a thorough investigation of his account and re-verified that his contract documents were duly executed and that he received all requisite disclosures applicable to his purchase, including instructions on how to timely request cancelation of his contract within the statutory rescission period. Since all documentation executed at the time of sale is in order, signed and acknowledged by Owner, and because we could not substantiate his claims of misrepresentation, we stand by our initial responses and our position remains unchanged.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Initial Complaint
Date:05/08/2025
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.
On April 12, 2025, my wife and I spent over five hours at a Holiday Inn Club Vacations sales presentation where we were misled and pressured into purchasing a timeshare. We were repeatedly assuredboth during the sales pitch and at closing with a quality assurance officer (****)that the points we were purchasing would meet our specific vacation needs. These assurances proved to be false.Important financial documents were shown briefly and only after verbal commitments were made. When we accessed the booking system later, we realized the deals shown at closing were cherry-picked and not representative of the real value of our purchase. Had we known the truth, we would not have bought.We tried multiple times to reach **** and left messages with the quality assurance team to no avail. On May 2, we called corporate and spent two hours being transferred between departments. We escalated our concerns and were promised a manager would call us within three business days. As of May 8, we have received no responseanother broken promise.We also repeatedly tried to opt out of the presentation but were coaxed to stay with additional gifts and travel incentives. These gifts turned out to be severely restricted or expiredanother example of how misleading the entire experience has been. For example, the vacation voucher was expired and the cruise gift was full of undisclosed limitations.Every part of this purchasefrom the points to the incentiveshas been misrepresented. We were clear with the sales team about our travel goals and asked repeatedly for accurate information. We now realize the information we received was not only incomplete but intentionally deceptive.We are requesting:-Full refund of our down payment -Cancellation of the timeshare contract -Compensation or valid replacement for unusable or expired promotional gifts This sale was made under false pretenses, w/ high-pressure tactics and misleading information. We ask for a fair and urgent resolution.
Business Response
Date: 05/23/2025
Please refer to the attachment for the Company's response to the complaint.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Customer Answer
Date: 05/24/2025

Complaint: 23304610

I am rejecting this response because:
First and foremost, I find it extremely disingenuous that, despite the paralegal's thorough review of the events leading up to my complaint, the response paints a narrative that misrepresents the facts and omits critical context. When researching a vacation experience to Orlando, I was just as diligent in my planning and communications because our household operates on a limited budget. I explicitly asked the representative who booked our timeshare presentation on April 3, 2025, if there would be any additional costs we should prepare for. I was reassured that there were none -- only to be met with a surprise $100 parking fee upon check-in. I contacted the company to complain immediately.

Upon arrival at the resort, before our scheduled timeshare presentation Holiday Inn Club Vacations, we were approached by another sales representative in the resort lobby. I disclosed that we were already there for a promotional visit. He nonetheless encouraged us to attend an additional presentation, collecting a $75 security deposit and providing a voucher that we later discovered was expired. These misrepresentations occurred despite FULL DISCLOSURE on our part. We even called the presentation center the next day to consolidate our sessions, hoping to reduce the amount of time required on-site. A representative agreed to this on Friday, April 11, confirming that both my wife and I could attend together. These points are crucial because when one examines the situation in detail, as I did, the pattern becomes clear: policy was bent, promises were not kept, and deception was at play.

Let me also clarify, the $110 cash incentive was NOT offered in error. It was part of the original promotion and was used to entice our participation. Yet even this required management intervention and a ***** minute conversation just to receive, adding to the already 5+ hours we spent on what was marketed as a 90-minute presentation. Holiday Inn staff were fully aware of the sequence of events and the presentations we were scheduled for. The problems only began when it came time to redeem the incentives. That's where the discrepancies arose, and we were forced to escalate the matter to corporate. Regarding the suggestion that I attempted to "opt out" of the presentation: YES, AFTER the required 90 minutes, I expressed my unwillingness to move forward with the sale, at which point a sales manager was brought in to pressure us to continue. At every point where I expressed hesitation, another representative joined in or applied pressure using tactics designed to undermine our uncertainty. The flyer given to us on April 10, which I've attached, DID NOT disclose any of the limitations the paralegal claims we were made aware of in advance AND was issued well before our family trip to Orlando was even thought of. I do need to add, since the submission of this complaint on May 12, 2025, there was an ongoing complaint through Carnival's customer service in which another voucher was re-issued. While the voucher was issued to us when it was already expired, the emotional labor that comes from having to combat the mishandling from all these different companies is exhausting.

The paralegal cites that we named "savings," "luxury," and "memories" as our motivators. That's because that's EXACTLY how the product was sold to us. But the reality is that the package we purchased cannot even cover a single day of the trip we were intending to prepay as Owners. There is no savings, no luxury, and only a memory of being MISLED.

Furthermore, while the paralegal emphasizes the rescission period, we did attempt to cancel immediately after gaining access to our purchase details -- a process that took WEEKS due to delayed callbacks and incomplete documentation. As soon as we understood what we'd actually committed to, WE ACTED, only to be met with unresponsiveness until we filed a public complaint. The paralegal's summary conveniently omits our numerous contact attempts between April 18 and May 2, during which both my wife and I sought clarity and assistance. Only after escalating to the BBB did we receive a response. To position our complaint as a misunderstanding or buyer's remorse is to ignore the deliberate breakdown in communication, failure to follow through and dishonest sales practices we experienced every step of the way.

We remain committed to holding Holiday ***************** accountable and expect a timely resolution that reflects the mismanagement and misrepresentation we endured. We demand a full refund of our down payment and cancellation of this agreement.

Sincerely,

******* ******
Customer Answer
Date: 05/24/2025
Please attach this to my response to Holiday Inn Club Vacations. I did reference it in my response but forgot to attach it.
Business Response
Date: 06/13/2025
We have received the rebuttal complaint filed by ******************** We have reviewed each of her allegations and previously responded with specificity addressing each of the issues raised in her initial complaint. We appreciate the opportunity to respond to Owners additional concerns.
Parking Fee. Owner insists that she was not made aware of the ************** parking fee prior to check-in. We dispute this claim. Upon receipt of Owners complaints, we reviewed the marketing calls associated with her mini-vacation package (herein after, the Initial Promotion), and we can confirm that the marketing agent clearly and accurately disclosed that she would be responsible for all fees, where applicable,depending on the partner hotel selected and taxes associated with the stay.Additionally, such disclosures were then memorialized within the Details of Participation provided in the email confirmations sent to Owner. Notwithstanding the foregoing, in the interest of customer service, once Owner presented her concerns regarding the parking fees, she was provided with an additional $100 cash incentive to cover the same.
Marketing Promotions. We would like to clarify that the terms under each of the ****************** promotions require that married or cohabitating couples must attend our timeshare sales presentations together.Therefore, under the Initial Promotion, Owner was already required to attend the same with her spouse, **** ********* Had the Company not corrected the Second Promotion, Owner and **** ******** would have been required to attend a second presentation together.
Carnival Cruise Certificate. Owner provides a partial image of the Cruise Reward Terms & Conditions and claims that the voucher was expired. To clarify, the image that Owner provided reflects an issue date not an expiration date. Therefore, the certificate was not expired at the time it was provided to Owner. However, upon review of the same, we can confirm that the issue date on the certificate did not match the date that the certificate was provided to Owner (i.e., April 10, 2025). Accordingly, it should be noted that the terms of the certificate provide that Travel must commence within 18 months of issue date. Because the issue date on Owners certificate reflected February 7, 2025, her travel window was inadvertently shortened by two (2) months. We understand that Owner contacted Carnival directly and was issued a new certificate. We sincerely apologize to Owner for this inadvertent error and any inconvenience she may have faced in rectifying the same with Carnival.
Incentives. Owner claims that the $110 cash incentive was part of the original promotion. Please be advised that under the Initial Promotion, Owner was advised that she would receive $149 cash back after attending the presentation. Later, the Company added an additional $100 cash back to the Initial Promotion offer to cover the parking fees at the **************
In connection with the Second Promotion, the marketing representative at the ************* initially offered $110 cash to **** ********* which she declined. After declining the same, she was instead offered a Carnival Cruise Certificate in exchange for her attendance at a sales presentation. Upon acceptance of the same, **** ******** remitted a $75 deposit for the tour. Later, when **** ******** went to the gifting center to obtain her incentives, she advised the gifting agent that she was supposed to receive the $110 cash and the Carnival Cruise Certificate. Because Owner initially declined the $110 cash incentive, opting instead for the Carnival Cruise Certificate, the $110 cash was not part of the Second Promotion incentives. Notwithstanding the same,our gifting agent contacted the marketing representative at the ************* to make an exception such that **** ******** was provided with both the $110 cash and the Carnival Cruise Certificate.
Rescission. As stated previously, the date of purchase was April 12, 2025. The purchase transpired in *******, and as such, Owner was afforded ten (10) calendar days after the purchase date in which to rescind the contract. Accordingly, the last day for Owner to exercise her rescission rights was April 22, 2025.
Our records reflect that Owner was provided the contract documents in writing at the time of sale for further review and reference. Both the Purchase Agreement and the *************** Disclosure Statement Owner executed clearly disclosed the ten (10) day rescission period. Furthermore, Owner received full disclosure that the Ownership may be canceled via written notice sent to the Company in the manner set forth in the Purchase Agreement. While our records do reflect that Owner called the Company on various occasions, by Owners own admission, she did not timely send a written notice of the cancelation to the Company within the statutory rescission period.
Cancelation / Refund. Owner restates her request for cancelation and a refund of monies paid. Upon receipt of Owners rebuttal, we again conducted a thorough investigation of Owners account and re-verified that her contract documents were duly executed and that she received all requisite disclosures applicable to her purchase, including her financial obligations and instructions on how to timely request cancelation of her contract within the statutory rescission period. Since all documentation executed at the time of sale is in order, signed and acknowledged by all parties to the agreement, and because we could not substantiate her claims of misrepresentation in connection with the sale of the Ownership, we stand by our initial response and our position remains unchanged.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Initial Complaint
Date:05/05/2025
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 sent an email with the below information detailing the issues I have had with the company that has been attached. The major issues are listed below:1. Targeted Manipulation Based on Military Status 2. High-Pressure and Unprofessional Sales Tactics 3. Misleading Incentives and Incomplete Disclosure 4. Non-Use and Non-Performance of Services 5. Harassing Phone Calls in Violation of Federal Law Despite having sent the attached email with the above stated issues they only responded with their templated email for me to reach out to Horizons or sell the timeshare on my own. They also have continued to call at all hours of the night. This tells me they either did not actually read the email I sent or do not care about the infractions they are committing and will continue to do so.
Business Response
Date: 05/23/2025
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.
Our records show that on October 15, 2019, Owner was transferred by phone to the ***************************** by ***. At that time, Owner was presented with a promotional offer to purchase a mini-vacation for the purchase price of $199. The terms of the promotion provided that if Owner scheduled and attended an approximately two (2) hour timeshare sales presentation sponsored by the Company during the course of the mini-vacation, he would receive (i) $100 cash back (not $200 as Owner claims)and (ii) ****** ***************************** (***) One Rewards Points. Owner agreed to the terms and purchased the mini-vacation. Shortly thereafter, Owner was sent a confirmation email confirming his purchase and memorializing the Details of Participation associated therewith. Owner scheduled his mini-vacation and attended the sales presentation on March 2, 2020. At the conclusion of the sales presentation, Owner purchased an annual Standard beneficial timeshare interest in the Orange *************** (the Ownership),which entitles him to ******* points per annum in the Companys points-based exchange program, the Holiday **************** Club points may be used to secure (i) reservations at any of the Companys thirty (30) resort locations,(ii) reservations at thousands of *** branded hotels and resorts worldwide through the Companys affiliation with ***, (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. Owner claims that the Companys sales consultants pressured him to purchase. We dispute Owners characterizations of the Companys sales presentations as pressured. While the Companys sales consultants are enthusiastic about our product, they do not pressure, or otherwise force, prospective purchasers to purchase timeshare interests, nor do they prevent prospective purchasers from leaving the sales center without making a purchase. If Owner did not believe that his purchase constituted a good purchase at the right price, he was under no obligation to consummate his purchase and was welcome to leave the sales center without making a *********** addition, when Owner purchased the Ownership, he was asked to execute a Sales Pre-Confirmation Checklist to identify his primary reasons for purchase thereon. Owner listed more vacations more memories, locations, and flexibility,as his reasons for purchasing. As such, we dispute Owners assertions that he purchased a timeshare interest he did not want as his stated reasons for entering into the purchase with the Company reflects otherwise.
Owner further claims that the Company targeted him based on his military status and that the Company violated his rights under the Military Lending Act and ************************************. We dispute these claims. The Company does not discriminate or target individuals based on military status or otherwise.Our product is available to all those individuals that are interested in vacation ownership. Owner was under no obligation to participate in the ****************** promotion or to make a purchase and he could have declined to (i) participate in the ****************** promotion, (ii) attend the Companys timeshare presentation, and (iii) make a purchase from the Company.Furthermore, Owner was afforded the rescission period to further consider his purchase and decide if exercising his rescission right was the best option.Owner, however, did not exercise this right and instead elected to utilize the benefits afforded to him through his purchase and enrollment in the Club program.
Contract Execution. Owner claims that he was rushed by a promotions representative during the contract / review process (i.e.,closing). Please note that there were no sales employees with the title promotions representative that met with Owner during the presentation. As such, we cannot comment regarding the alleged statement presented in Owners complaint.We can confirm however, that during the closing process, Owner met with a female ***************** Officer (***) whose responsibility was to review the contract documentation with Owner and ensure that he had a clear understanding of the terms and conditions applicable thereto. Owner was afforded the opportunity to review the legally approved contract documents in detail for as long as he required prior to the execution thereof. If Owner required additional time to review the contract documents and/or required additional clarification regarding any of the provisions set forth therein, the *** would have happily provided Owner with the same. In addition, prior to leaving the sales center, Owner was provided with copies of the executed contract documents and was afforded the statutory rescission period to review the contract documents further and/or to rescind his purchase if he so desired.
Maintenance Assessments. Owner further claims that the maintenance assessments attendant to the Ownership were not disclosed at the time of sale. We dispute this claim. Please be advised that at the time of purchase, Owner elected to roll the first years annual maintenance assessments into his mortgage, which election is fully memorialized in the contract documentation executed by Owner. In addition, the Sales Pre-Confirmation Checklist and the Owner Clarification Form executed by Owner both clearly identify the amount of the maintenance assessments applicable to the Ownership (i.e., $863.00) for the then-current occupancy year (i.e., 2020). The Owner Clarification Form executed by Owner further disclosed that:
Assessments for each Timeshare Interest are billed annually, usually in November. Payment is due by January 1 of the following year. If you elect to finance your first years Assessments,you are only financing your first years Assessments and you will be billed annually for all subsequent years Assessments and you will be responsible for payment of all subsequent years Assessments.
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 disclose 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 fees. 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.
Fees. Owner alleges that the Company omitted fees associated with the use of the Ownership. We dispute this claim.The Sales Pre-Confirmation Checklist executed by Owner and the Member Guide provided to Owner at the time of purchase fully sets forth the point exchange fees, reservation fees, Club membership fees, and all other fees attributable to the use of the Ownership and the fact that such fees are subject to change.
Bonus Points. Owner states that he was promised bonus points but that the Company failed to provide him with an explanation of the same. This is inaccurate. In connection with Owners purchase of the Ownership, he was issued a Bonus Certificate, which he executed on the date of purchase, entitling him to a one-time point allocation of ****** Bonus Points.The Bonus Certificate provided all the terms and conditions of (i) when / how Owner would receive the Bonus Points, and (ii) his options of how he could exchange or redeem the same.
Usage. Owner claims that he has never used the Ownership. Contrary to Owners assertions, we find that he has previously used his Ownership to deposit ******* Club points into the *** One Rewards Program, where points-so deposited never expire. Notwithstanding the foregoing, please note that use of the Ownership does not alter or negate the financial commitments agreed upon in the terms of the contract executed by Owner on the date of his purchase.
If Owner is experiencing difficulty with using his Ownership, we encourage him 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 delinquent, his account is subject to use restriction, and he will be unable to use the Ownership until such time his account is brought current.
Cease & Desist. Owner requests that the Company cease contacting him in connection with the Ownership. Pursuant to the request,the Company placed the telephone number on the account on our internal do not call list and as such, Owner will not receive solicitations from the Company at that number. However, please be advised that the Company does not qualify as a debt collector under the Fair Debt Collection Practices Act. As such, the cease-and-desist request does not preclude the Company from contacting Owner for collection purposes.
Prior Communications. We can confirm that the Company previously received the email that Owner attached to the complaint. Please note that the Company strives to provide our owners and customers with meaningful customer service so that their concerns are addressed in a timely and professional manner. We apologize to the extent that this was not Owners experience. We appreciate Owners feedback and have provided the same to the respective department for additional training. We will continue to work with our agents to improve and provide a better experience for Owner in the future.
Cancelation. Owner requests account cancelation. Please be advised that the rescission period has expired rendering Owners request untimely. In addition, we have confirmed that the documentation executed by, and provided to, Owner at the time of purchase is in order and that he received full and accurate disclosure of the terms and conditions of the Ownership. Furthermore, Owner has outstanding financial obligations owed to the Company. For these reasons, Owner is not entitled to, or otherwise eligible for, cancelation.
To the extent Owner is experiencing financial hardship, we encourage Owner to contact the ********************************************** at ************** to speak with an agent who will be happy to assist with bringing and maintaining his account current.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Customer Answer
Date: 05/26/2025

Complaint: 23286545

I am rejecting this response because:
Dear Holiday Inn Club Vacations Incorporated,
Thank you for your detailed response to the complaint submitted to your office. After careful review, I must formally rebut the representations and conclusions contained in your correspondence, as they fail to accurately reflect the facts and circumstances surrounding the transaction and subsequent cancellation negotiations. Furthermore, I assert that the Company did not act in accordance with its legal obligations or in good faith during the sales, closing, and attempted resolution processes.
First and foremost, I contend that Holiday Inn Club Vacations engaged in material misrepresentations and omissions of fact during the initial sales presentation and subsequent contract execution. The sales process involved undue influence,mischaracterization of the financial obligations associated with the Ownership,and a high-pressure environment that impaired my ability to provide informed and voluntary consent to the transaction. These practices raise serious concerns regarding contractual validity and enforceability, particularly under applicable consumer protection statutes.
Your assertion that I had full opportunity to decline the purchase and review all terms does not acknowledge the coercive sales tactics employed by your agents or the lack of meaningful disclosure regarding long-term financial liabilities.The duty of full and fair disclosure, particularly in transactions involving complex and long-term financial obligations, is not discharged by merely providing lengthy documents during a rushed and psychologically manipulative closing process. Nor is the mere existence of a statutory rescission period sufficient to cure the inequities that arose during the transaction.
With regard to the Military Lending Act and related protections under the ************************************, your response fails to address the targeted nature of the solicitation and the Companys constructive knowledge of my military affiliation. Even if unintentional, the marketing and sales strategies deployed reflected discriminatory targeting practices that warrant further scrutiny under federal consumer protection laws.
The claim that I have used the Ownership through the transfer or deposit of Club Points does not equate to affirmative utilization or enjoyment of the timeshare. Any such activity was undertaken based on incomplete or misleading information, and under circumstances that lacked the clarity and transparency required for a fair and arms-length transaction. This alleged usage cannot be reasonably construed as a waiver of rights or acceptance of the burdensome contractual terms imposed upon me.
Your continued reliance on the expiration of the rescission period as a blanket defense is legally insufficient in light of the deceptive trade practices, failure to negotiate cancellation in good faith, and lack of consideration for the totality of circumstances under which the agreement was formed. These elements may render the contract voidable, and your unwillingness to enter into a reasonable and mutually agreeable cancellation only further supports the inference of bad faith and unfair dealing.
For these reasons, I reiterate my position that the Company has not fulfilled its obligation to act in good faith nor has it complied with the standard of conduct required under consumer protection law. I reserve all rights to pursue this matter further through applicable regulatory, administrative, or judicial channels, including but not limited to filing complaints with the ************************************, state attorney general, and other consumer rights authorities.
Sincerely,
***** ******
Business Response
Date: 06/02/2025
We have received the rebuttal complaint filed by *******************
Owner reiterates his dissatisfaction with the Companys sales process and insists that our sales consultant misrepresented the terms and conditions of the Ownership. We maintain our position that the Companys sales consultants are thoroughly trained on the Club program and provide prospective purchasers with full and accurate disclosures at the time of the sales presentations, which is then supported and memorialized within the purchase documentation provided to prospective purchasers for review. As previously advised, Owner was afforded the opportunity to review the contract documents in detail with the *** prior to the execution thereof and to ask for clarification regarding anything he did not fully understand in connection therewith. Owner also left the sales center with copies of the purchase documents he executed for further review and reference, which also included clear disclosure of his rescission right and how to exercise the same within the statutory timeframe. Please note that each state, not the Company, provides the purchaser with a period to review the contract documentation and the timeframe and mechanism by which the purchaser would be required to exercise those rights. If Owner had any doubts prior to the execution of the contract documents, he could have elected to forego the option to consummate the purchase, or thereafter, provide the Company with written notice of his request to rescind the Ownership within the statutory rescission period thereto. Because Owner failed to exercise his rescission rights, his contract constitutes a binding obligation.
In closing, we have reviewed each of the concerns set forth in Owners complaints and have responded with specificity in our initial response. Because we are unable to substantiate Owners 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 Answer
Date: 06/06/2025

Complaint: 23286545

I am rejecting this response because:
To Whom It May Concern,
Thank you for your response. However, I must respectfully point out the contradictory nature of several assertions made in your reply.
While I understand the companys position that its sales consultants are thoroughly trained and are expected to provide full and accurate disclosures, I must emphasize that this was not reflective of my personal experience. The presence of a training program does not inherently guarantee that all representatives act in accordance with it, nor does it negate the reality that some individuals may misrepresent or omit key information during the sales process.
Moreover, while I acknowledge that I was provided with copies of the purchase documents, it is important to consider the context. The documentation spans over approximately 100 pageslengthy and complex legal materials that are not easily digestible for someone without legal expertise. Expecting any normal individual to identify omissions or potential misrepresentations in such a documentespecially under the time constraints typically involved in such settingsis both unrealistic and unfair.
Additionally, your response states that rescission rights are provided by the state and not the company. That distinction is irrelevant if it is not explicitly communicated during the sales presentation. As previously mentioned, I am not a legal expert, and this critical information was not disclosed or explained in any meaningful way at the time of sale. The omission of this fact is particularly relevant given that the company places the burden of action entirely on the purchaser without ensuring the purchaser is equipped with the necessary knowledge to exercise that right.
Finally, while the company claims it cannot substantiate my claims of misrepresentation, I, conversely, cannot substantiate the claim that all consultants are in fact thoroughly trained. The presence of a training policy does not ensure consistent execution, especially when my experience demonstrated a lack of clarity and transparency.
I am reiterating that my dissatisfaction stems from my actual experience, which clearly fell short of the standards your company outlines. Whether or not your consultants are intended to disclose information transparently, my experience indicates otherwise, and that experience should not be dismissed simply because it cannot be externally verified after the fact.

Sincerely,

***** ******
Initial Complaint
Date:05/04/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
During our stay at orange lake resort, in ******* March 29th to April 5th of 2025, we attended a timeshare presentation. After declining multiple times we were offered a "no strings attached" latitude vacation package. Seemed like a pretty good deal! 1500 for a 7 night stay.However when we got home we had found out that my fianc was pregnant, knowing we would be unable to travel we attempted to cancel the "no strings attached" vacation, however, we were informed that no only were we unable to cancel but apparently this was a contract which contradicts what we were told.We were told we could cancel anytime, or continue making monthly payments. This was not the case however which left us feeling as though we signed under false pretense. We are not looking for a refund just looking to stop paying for a vacation we know we are not going to be able to take. The deception from the sales associate left a bad taste and my mouth and I was transferred to and from about five different times only to be told there was nothing that could be done. Now let me ask those reading, if you were deceived into signing something unknowingly would you be upset? Thinking you were booking a "no strings attached" vacation to be told it's actually a timeshare contract? This type deceptive practice needs to be cracked down on as its not good for any parties involved.
Business Response
Date: 05/27/2025
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by Mr. ********** We appreciate the opportunity to respond to the concerns set forth therein.
Our records show that on March *******, Mr. ********* and his fianc ********* ****** attended the Companys timeshare sales presentation. At the conclusion of the same, Mr. ********* and Ms. ****** elected to forgo purchasing a timeshare interest. However, ********* elected to purchase a Latitudes pre-paid vacation package (the Latitudes Package) through the ****************************** which would enable her to experience timeshare ownership on a trial basis. The Latitudes Package entitles Ms. ****** to one (1) eight-day, seven-night stay at any of the Companys resort locations set forth in the agreement executed by Ms. ****** at the time of purchase, which reservations must be completed prior to its expiration date of March 30, 2027. It should further be noted that while Mr. ********* assisted with remitting the down payment and agreed to remit the monthly payment obligation associated with the Latitudes Package, he is not listed as an owner of the same.
Mr. ********* claims that the Latitudes Package was sold as a no strings attached vacation. We dispute this claim. At the time of purchase, Ms. ****** was presented with a Latitudes Agreement containing all the terms and conditions attendant to the Latitudes Package, including without limitation, the financial obligations and rescission period associated therewith. If Ms. ****** required additional clarification or additional time to execute the documentation, she was welcome to ask her questions or to take as much time as she wanted to review the documentation prior to execution thereof. Alternatively, if Ms. ****** had a change of heart after leaving the sales center, she was welcome to rescind her purchase within the statutory rescission period. She was provided with full disclosure of her rescission rights and how to exercise the same at the time of purchase, which rights are memorialized in the contract documentation she executed, copies of which were provided to her before she left the sales center. Ms. ****** did not, however, exercise her rescission rights. As such, the Latitudes Agreement remains binding, and we respectfully decline Mr. ********** cancelation request for the same. Please note Ms. ****** will remain liable for remitting the financial obligations associated with the Latitudes Agreement, which account is currently delinquent. To the extent Ms. ****** requires payment assistance, she is welcome to contact our ************************************* by calling ************** and an agent will be happy to assist.
Notwithstanding the foregoing, we understand that circumstances have changed, and that Mr. ********* and ********* may be unable to travel prior to the expiration of the Latitudes Package. In the interest of customer service, we are willing to provide ********* with a complementary one (1) year extension, which would allow her to use the Latitudes Package up until March 30, 2028. To the extent Ms. ****** would like to accept this resolution, we ask that she email the ************************* at ********************************************* to accept the same.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Customer Answer
Date: 05/27/2025

Complaint: 23285365

I am rejecting this response because:
Its inadequate, account will remain delinquent, please send to collections for further dispute. They are disputing our first hand account without providing evidence despite the fact that you will see on camera the gentlemens writing down all this information and then taking the paper away from us. Why? Because he lied and this is a collections scam, buyer beware!

Sincerely,

******* *********
Business Response
Date: 06/02/2025
We have received the rebuttal complaint filed by Mr. ********** We have reviewed each of his allegations and previously responded with specificity addressing each of the issues raised in his complaint.
Mr. ********* insists that he and/or his fianc were lied to at the time Ms. ****** was sold the Latitudes Package. Please note that the Companys sales consultants receive extensive training regarding the terms and conditions applicable to the Companys product, which terms and conditions are duly memorialized in the documentation executed at the time of purchase. As such, we dispute Mr. ********** assertion that the Latitudes Package is anything other than what was presented at the time of purchase.
Upon receipt of the rebuttal, we again conducted a thorough investigation of Ms. ******* account and re-verified that her Latitudes Agreement was duly executed and that she received all requisite disclosures applicable to her purchase, including her financial obligations and instructions on how to timely request cancelation of her contract within the statutory rescission period. Since all documentation executed at the time of sale is in order, signed and acknowledged by all parties to the agreement, and because we could not substantiate Mr. ********** claims of misrepresentation, we stand by our initial response and our position remains unchanged.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Initial Complaint
Date:05/03/2025
Type:Service or Repair 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.
My wife and I up graded our vacation package. ****** ********* was one of the people that closed the deal. It was stated if we had any issues or needed to schedule a vacation to contact them. Well we have been trying to contact someone since **********. My birthday is ******** and we were trying to plan our vacation to the beach from the 23 to the 26th of May. The website would not allow us to schedule the dates. It would not bring up our profile. We have called members services and I have waited on the phone for a hour each week since the 20th of April and could not reach anyone. Today I finally reached someone after 45 minutes and they told me that there was no availability for the dates that we wanted but when I went online at the Holiday Inn resort, there were plenty of dates available. What can Holiday club vacation do to help me understand why no one contacted us like they stated they would do or was that just a line to use to help us along to upgrade our vacation owners ship? Now we have missed out on a vacation that we should not have missed out on. April 20th, 24th, 26th, 29th, May 1st, and 2nd are all the dates we tried to reach someone.
Business Response
Date: 05/27/2025
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by *** and Mrs. ******* (Owners). We appreciate the opportunity to respond to the concerns set forth therein.
Owners entered into their first transaction with the Company on November 25, 2023, at which time they purchased an annual Standard beneficial timeshare interest in the Orange *************** (the Initial Ownership), entitling them to ****** points per annum in the Companys points-based exchange program, the Holiday ******** (Club).Thereafter, on April 12, 2025, Owners elected to trade-in the Initial Ownership and apply the accrued equity therein towards the purchase of an annual Signature beneficial interest in the Orange Lake Land Trust (the Upgrade Ownership), entitling them to ******* Club points per annum. Club points may be used to secure (i) reservations at any of the Companys thirty (30) resort locations, (ii) reservations at thousands of ***************************** (***) branded hotels and resorts worldwide through the Companys affiliation with ***, (iii) reservations at thousands of resorts worldwide through the Companys exchange affiliate, ***, (iv) reservations at thousands of resorts worldwide through the Companys exchange affiliate, ********************** (II), and (v) discounts on airfare, car rentals, cruises, and more, through the ********************** program.
Owners claim that they attempted to contact their ***************** Officer after their purchase of the Upgrade Ownership,but that they were unable to reach that certain individual. Please note that owners are advised that the Company has a dedicated team of Vacation Counselors to assist them with questions regarding their accounts and to book reservations and they are provided the toll-free number to call to speak with a Vacation Counselor. In addition, purchasers are advised that it will take several weeks for their new account(s) to be set up in the system and that access to the online booking system may be temporarily suspended pending their setup.Therefore, the ***************** Officer provides owners with the number for the ***************** Department with instructions to call that number if they have questions about their account or would like to book a reservation prior to the completion of the account set up, and to call the ************************** number to speak with a Vacation Counselor thereafter. OwnersUpgrade Ownership account completed setup on April 27, 2025.
Upon receipt of the complaint, we were unable to locate telephone calls from Owners to the ****************************. We can confirm, however, that Owners contacted our ******************** on May 1, 2025 to redeem an *************** Promotion they had previously purchased in July 2024. The *************** Promotion entitles Owners to a 3-night resort stay, subject to availability, and does not require them to use Club points. At the time of the telephone call, Owners inquired about booking a reservation at one of the Companys ************ locations within May. The agent notified Owners that the desired dates were not available. Thereafter, on May 3rd, Owners contacted a Vacation Counselor to inquire about using their ********************** points to book a reservation for Memorial Weekend (i.e. May 22 through May 26, 2025) at our *********************** property. Owners were advised that such dates were not available. Owners then expressed dissatisfaction that the Memorial Weekend reservation was available through a third-party website. Please note that owners are entitled to book reservations in owner-owned inventory which inventory is part of the Club. They are not entitled, however, to book reservations in the developer-owned inventory. From time to time, the Company utilizes developer-owned inventory for rental to non-owners through third-party websites. Owner-owned inventory, however, is not eligible for such third-party rental, all of which was explained to Owners at the time of the telephone call.On the same date (i.e., May 3rd), Owners elected to contact the Companys ********************, and they were successfully able to book a reservation under the *************** Promotion for later this year.
We remind Owners that at the time they purchased the *************** Promotion and the Upgrade Ownership, they were provided clear disclosure that all reservations are subject to availability. In addition, upon review of Owners account, we find that Owners frequently attempt to book reservations within weeks of their desired travel dates. To the extent Owners wish to maximize their vacation options, we encourage them to book further in advance especially if they desire to travel during peak travel seasons (i.e., holidays, etc.). When booking under the Upgrade Ownership, Owners have the following booking windows: (i) Resort Access,and (ii) Open Access. Resort Access allows owners who own or are assigned a particular resort priority access, meaning that they can book reservations at their owned or assigned resort up to thirteen months in advance and reservations booked thirteen (13) to ten (10) months in advance are classified as Resort Access reservations. For inventory management purposes, each purchase in the Orange Lake Land Trust is assigned a resort. Therefore, with the purchase of the Upgrade Ownership, Owners were assigned Resort Access to ********************************** located in *********, ****** and ********************************** located in *********, ******. Open Access allows owners to book reservations at any of Companys resorts regardless of what they own. The Open Access booking window opens ten (10) months prior to the desired travel date. Reservations booked the day prior to the date of travel up to ten (10) months prior to the date of travel are classified as Open Access reservations.
To the extent Owners schedule does not enable them to book reservations in advance, we encourage them to take advantage of opportunities available through the **** Last Calls which are deeply discounted last minute vacations. Owners also have access using their Club points to book reservations through II. Alternatively, they are welcome to (i) utilize the Companys Points Shield program which would entitle them to a full reimbursement of Club points expended in connection with a reservation in the event of a subsequent reservation cancelation, and/or (ii) deposit their Club points with ***, where points so-deposited never expire and can be utilized to book reservations at thousands of IHG-branded hotels worldwide. It should be noted that use of Club points through ***, II, or IHG may be subject to additional fees and are also subject to availability, all of which was disclosed to Owners at the time they purchased the Upgrade Ownership.
Notwithstanding the foregoing, the Company strives to provide our owners and customers with meaningful customer service so that their concerns are addressed in a timely and professional manner. We apologize to the extent that this was not Owners experience. We appreciate Owners feedback and have provided the same to each respective department. We will continue to work with our agents to improve and provide a better experience for Owners in the future. In the meantime, if Owners have questions or require assistance securing reservations under their account, we encourage them to contact a Vacation Counselor at **************, who will be happy to assist in that regard.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Initial Complaint
Date:04/24/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We bought the timeshare in 2019 then were made to upgrade and pay them more money because what they sold us didn't work. It still doesn't work.We informed them we were having health problems and couldn't use or afford this.Since then my wife has passed away.Holiday Inn has not provided any solutions other than we and now I am stuck with *******'s not acceptable I want a resolution to this nightmare
Customer Answer
Date: 04/28/2025
Good day

Please note I actually sent a letter to Holiday Inn back in December 2024, however I have not received a response as of this date. I am thinking that was the last time I actually communicated with them.

Thank you
********
Business Response
Date: 05/12/2025
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by ***************** First and foremost, we are sorry to learn of the passing of Owners loved one. However, we appreciate the opportunity to respond to the concerns set forth in Owners complaint.
Our records show that Owner entered into his first transaction with the Company in June 2019, wherein he purchased an annual Standard beneficial interest in the Orange *************** (the Initial Ownership), affording him ****** Holiday ******** (the Club) points per year. Thereafter, in December 2019, Owner purchased a second annual Standard beneficial interest in the Orange *************** (the Additional Ownership),which Additional Ownership affords him ****** Club points every year. The Initial Ownership and the Additional Ownership (collectively, the Active Ownerships) have a cumulative Club point value of *******, which Club points Owner can use to secure (i) reservations at any of the Companys thirty (30) resort locations, (ii) reservations at thousands of ***************************** (***) branded hotels and resorts worldwide through the Companys affiliation with ***, (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.
Owner claims that he was forced to purchase the Additional Ownership on the basis that his Initial Ownership didnt work. We have no record of Owner attempting to utilize his Initial Ownership. Furthermore, Owners election to forego use of his purchase does not render his Initial Ownership ineffective. While at the December 2019 sales presentation, Owner expressed a desire to secure reservations that required the expenditure of more than ****** Club points (i.e., the Club point allotment under the Initial Ownership) and the sales consultant advised him that he did not have a sufficient number of Club points for the desired reservations and that the purchase of additional Club points would be required in order to secure such reservations. At the conclusion of the December 2019 sales presentation, Owner advised the sales consultant that he wanted to purchase additional inventory. The sales consultant recommended that Owner purchase the Additional Ownership based on Owners stated reasons for purchase which he memorialized on the Sales Pre-Confirmation Checklist as deal, vacation more, and travel more. The Additional Ownership meets Owners stated goals by affording Owner more Club points to attain travel. We encourage Owner to contact the Club at ************** to speak with a Vacation Counselor who will be happy to assist him with booking reservations once his accounts are brought current.
Our states that he is not receiving assistance from the Company in connection with his requests for contract cancelation. Our records reflect that Owners letters were received by the Company and were responded to by our **************************** Upon investigation, Owners requests for contract cancelation were denied on the basis that (i) the documentation executed by and provided to Owner at the time of each purchase is in order, and (ii) that he was provided with all the requisite documents setting forth the terms and conditions of his Active Ownerships.
Owner, now through your office, again requests cancelation of his accounts from the Company as a desired resolution. The Company has conducted a full review for Owners accounts and we wholly deny any wrongdoing on the part of the Company in connection with the sale of the Active Ownerships. Based on our review of our records surrounding Owners purchase transactions, we have determined that Owner received all applicable disclosures at the time of each purchase and that all documents pertaining thereto were properly executed by Owner. Owner received instructions on how to timely cancel his contracts within the rescission period, which he failed to do. In addition, Owner has outstanding mortgage obligations and is not eligible for contract cancelation. For these reasons, we reaffirm our prior decision and respectfully decline Owners request for contractual relief.
To the extent Owner is experiencing financial hardship, we encourage Owner to contact the ********************************************** at ************** to speak with an agent who will be happy to assist with bringing and maintaining his accounts current.

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