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

579 total complaints in the last 3 years.
177 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:09/24/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My concerns with Holiday Inn Club Vacations began early on in our relationship. My husband and I sat through a high-pressure sales presentation. We were told we would only have to stay for 90 minutes, but it lasted much longer and we had trouble ending the conversation. We finally agreed to purchase the smallest amount of points (******), because the salesman told us we would have "Unlimited Access to Last Call vacations where we could stay in a 1-bedroom for 7 days for $199, a 2-bedroom for $299 or a 3-bedroom for $399." After purchasing & returning home to **, we found out that information was untrue. We quickly called Holiday Inn Club vacations to clarify and express frustration, because that was the ONLY REASON we had agreed to buy the points. We were told by customer service that they were sorry that we received incorrect information from the salesman, but that there wasn't anything they could do about it. We asked how to cancel our timeshare, but were told that it couldn't be cancelled. We were told that they could buy it back only AFTER it was paid in full. We have struggled to afford the payments and rarely use the points. Holiday Inn Club vacations reported a "30 day past due payment" three months in a row: June, July, and August of 2024. I do not believe that we were over 30 days past due for each of those months. Now, they have posted a "60 day past due payment" for September 2024. I know for a fact that this isn't true! I made a payment of $211.46 on 8/27/24. Currently, my online Holiday Inn Club Vacations account shows that it is up-to-date with payments. It shows that my next payment of $191.57 is due on 10/05/24. I am frustrated that they keep reporting past due payments to the credit reporting agencies. The 4 past due payments from Holiday Inn Club Vacations are the ONLY past due payments on my credit report. I need our credit reporting corrected, and would again request a way to exit the ********* contract that was made based on false information
Business Response
Date: 10/23/2024
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.
Our records show that Owners were invited to attend a Company-sponsored timeshare sales presentation at the Companys ************************************* located in **********, *********, which they attended on February 16, 2020. At the conclusion of the same, Owners elected to purchase a Latitudes pre-paid vacation package (the Latitudes Package) through the ****************************** which would enable them to experience timeshare ownership on a trial basis. The Latitudes Package entitled Owners to one (1) eight-day,seven-night stay at any of the Companys resort locations set forth in the Latitudes Package Agreement executed by Owners at the time of purchase. The terms attendant to the Latitudes Package included the requirement that Owners attend a Company-sponsored timeshare sales presentation during the course of the reservation secured under the Latitudes Package. Our records reflect that Owners redeemed the Latitudes Package for an October 2022 reservation at the Companys Orange Lake Resort located in *********, ******* and attended our timeshare sales presentation as required on October 14, 2022. At the conclusion of the timeshare sales presentation, Owners elected to purchase an annual standard beneficial timeshare interest in the Orange *************** (the Ownership). The Ownership entitles Owners to ****** points per annum in the Companys points-based exchange program, the Holiday ******** (Club).
Pressure.Owners claim they felt pressured in connection with their purchase of the Ownership. The Companys sales consultants are enthusiastic about vacation ownership and the Club program; however, they do not mislead prospective purchasers into purchasing timeshare from the Company, nor do they prevent prospective purchasers from leaving the sales center without making a *********** fact, many prospective purchasers who attend the Companys timeshare presentations leave the sales center without making purchases, just as Owners have done on occasion. Additionally, the Companys sales consultants are trained individuals who exercise care in clearly describing, in detail, the benefits, rights, and obligations attendant to each timeshare purchase. The contract documentation and the Member Guide provided to Owners on the date of purchase also provides clear disclosure of the same. Following the sales presentation, Owners met with a ***************** Officer (QAO) who reviewed the purchase documentation with them to ensure that they had a clear understanding of the same. If Owners had communicated to the ***************** Officer that they did not understand the purchase documents and/or any aspect of the purchase, the ***************** Officer would have halted the sale to address those concerns. Likewise, if Owners required additional explanation or more time to review the documents the ***************** Officer would have been happy to provide them with the same. Before leaving the sales center, Owners affirmatively advised the ***************** Officer that they understood the terms of their purchase and proceeded to execute the contract documentation applicable to their purchase.
Duration.Owners assert that the Companys timeshare presentations lasted longer than ninety (90) minutes. Please note that the Companys sales presentations are approximately ninety (90) minutes in duration, depending on the respective promotion prospective purchasers are touring under. However, the actual length of the sales presentation depends upon the prospective purchasers level of interest and the questions asked. If at the conclusion of the sales presentation, a prospective purchaser advises the sales consultant that he or she is interested in vacation ownership or adding onto an existing portfolio,inventory is selected and contract documents are prepared, reviewed, and executed, which accounts for any additional time Owners may have spent at the sales center. Furthermore, we maintain that Owners were under no obligation to participate in the ****************** promotions and were welcome to decline any invitations and proffered incentives extended to them in connection therewith.
Last Calls. Owners claim that they were provided misinformation regarding the **** Last Call Vacations program. Our exchange affiliate, ***, does offer Last Calls, which are deeply discounted last minute week-long getaways that are available to confirm within 45 days of check-in, based on availability. Prices for the Last Calls range from $309 to $379 per reservation, depending on the unit size, and do not require the expenditure of points. Owners also were provided with clear disclosure that *** is not controlled and/or operated by the Company.Therefore, to the extent *** elects to change the fees applicable to their programs, such change is wholly outside of the Companys control. Lastly, Owners executed the Owner Clarification Form which clearly discloses that Inventory available for inclusion in the II Getaway Program, RCI Bonus Weeks, RCI Extra Vacations, and RCI Last Call Vacations programs may be limited and is subject to availability. To the extent Owners require questions or concerns regarding the Last Calls program, they are welcome to contact the ************* Counselors by calling ************** and someone will be happy to transfer Owners through to speak with an *** representative.
Credit Reporting. Please note that Owners mortgage payments are due on the 5th of each month. Our records reflect that Owners did not timely remit mortgage payments between June 2024 through August 2024. Please note that the Company is required to accurately report delinquencies to Experian and while Owners remitted their past due payments, it does not change the fact that their past monthly payments for June, July, and ******* were already delinquent by the time Owners remitted the past due balances on August 18, 2024. Accordingly, we have reviewed Owners account, and we found no errors with regard to Owners credit reporting. As such, we find that no modification is warranted at this time, and we respectfully decline Owners request for the same. Notwithstanding the foregoing, based on Owners recent mortgage payments wherein they have brought their account current, the Company reported the same during the most recent credit reporting cycle.
Cancelation.Owners claim that they previously contacted the Company with their grievances,requested cancelation of their Ownership, and were denied cancelation. At this time, we are unable to locate the prior communications that Owners reference in their complaint. To the extent Owners would like to provide the timeframe in which they contacted Company, we would be happy to review their concerns further. Please note, however, that because Owners have an outstanding mortgage owed to the Company, their only current option is to sell the Ownership independently to a bona fide third party in accordance with the Companys transfer requirements. Additionally, please note that the Company has never had,nor does it currently have, a buy-back or resale program.
Notwithstanding the foregoing, Owners request cancelation of the Ownership. We are unable to substantiate Owners claims of wrongdoing in connection with their purchase of the Ownership. Also, our records show that the applicable rescission period has expired, and that Owners have outstanding mortgage obligations owed to the Company.Based on the foregoing, Owners are not entitled to, or otherwise eligible for,contract cancelation or a refund of monies paid. We therefore respectfully decline Owners request for the same. Please note, however, that once Owners have satisfied the mortgage obligations for the Ownership, they may contact the **************************** to request account cancelation. In recognition that circumstances change over time, the Company allows owners who have satisfied their mortgage obligations and who are current on all other financial obligations, the ability to surrender their ownerships, without refund, through the Companys Horizons Program. Once Owners satisfy their mortgage obligations,they are welcome to request cancelation through Companys Horizons Program by contacting the ******************* by calling **************, or by visiting the online website at *************************************************************************.
To the extent that Owners are facing a financial hardship, we encourage them to contact the ********************************************** by calling *************, to ascertain what options may be available to assist them with maintaining their account current.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

********* *******
Paralegal,Legal Services
Customer Answer
Date: 11/04/2024
I did not see the message from Holiday Inn Club Vacations in response to our complaint until today, when I saw the message that the claim had been closed. Only at that time did I login to the BBB messaging system to see their response.

I disagree with their claims that there is no reason for a correction to our credit report. While we may have had some 30 day past due payments according to the payment due dates mentioned, we NEVER had a 60 day late payment as reported to the credit bureaus. That reporting DOES need to be corrected.

Although I am disappointed in the company, I'm not surprised that they are supporting their sales personnel. As I mentioned before, the reason why we finally agreed to make a purchase was for the "unlimited last call vacations" that the salesman told us were available. He did not tell us that they were only available through ***. We were under the impression that they were available through the Holiday ******** Vacation properties from his explanation, which was incorrect. The prices clearly stated by the salesman were that a 7 night stay would cost $199 for a 1-bedroom, $299 for a 2-bedroom, and $399 for a 3-bedroom. Those prices are completely incorrect. There are NO last call options available for less than $300. We didn't have a reason to say we didn't understand with the ****************** Officer" before leaving the property on the day of purchase. We THOUGHT we understood. It wasn't until after we left and tried to book a last call vacation a few weeks later that we realized that we had been misled. We did call Holiday Inn Club vacations about that. We were told that the information that we had received was incorrect, but that there was nothing that they could do about that. Unfortunately, no one seems to be willing to make that right with us.

I am disappointed. We do need our credit report fixed to remove the 60 day past due reporting.

Sincerely,
***** ******
Business Response
Date: 11/11/2024
We have received the rebuttal complaint filed by ********************
Owner insists that she never had a 60 day late payment and that credit modification is warranted. As stated previously, Owner failed to timely remit her mortgage payments between June 2024 and August 2024. At the time Owner remitted her past due balances on August 18, 2024, Owners June 2024 payment was already past due over 60 days. Therefore, the Company accurately reported the same and we maintain that we found no errors with regard to Owners credit reporting.
Owner insists that she was told that **** Last Calls range from $199 to $399 depending on the unit size. As stated previously **** Last Calls range from $309 to $379 at this time and fees are subject to change at **** discretion.However, it should be noted that *** also offers a program called RCI Extra Vacations. These vacations can be booked as far as a year in advance and the cost associated therewith is dependent upon the location of travel and size of the desired accommodations. At this time, we were able to locate weeklong options available through RCI Extra Vacations that range from $199 to $379 in Studio to Three-bedroom units; therefore, Owner may explore RCI Extra Vacations for options that may be cheaper than RCIs Last Calls and also do not require the expenditure of points. However, please note that RCI Extra Vacations are also subject to availability and RCIs discretion on price. We restate that Owner was provided with clear disclosure within the Owner Clarification Form that both Last Calls and Extra Vacations are programs offered by *** directly.We again encourage Owner to contact the ************* Counselors at ************* and an agent will be happy to transfer Owner to speak with an *** representative for assistance with booking accommodations.
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 all parties to the agreement, and because we could not substantiate Owners claims of misrepresentation, we stand by our initial response and our position remains unchanged.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

********* *******
Paralegal,Legal Services
Customer Answer
Date: 11/12/2024

Complaint: 22331415

I am rejecting this response because: The 60 day past due report to the Credit Reporting Bureaus was made on 9/19/2024. The attached documents show that a payment of $211.46 was due on 9/05/24. This payment was submitted prior to that date on 8/27/2024. With the total amount due being paid before the due date, we do not understand why a 60 day past due report was made to the Credit Bureaus on 9/19/2024.

Sincerely,

**** & ***** ******
Business Response
Date: 11/14/2024
We have received the second rebuttal complaint filed by *** and Mrs. ****** (Owners).
As stated previously, OwnersJune payment was due on June 5, 2024, and was not paid until ****** 18, 2024 (i.e., 77 days past due). Accordingly, the Company reported Owners Payment Rating History for ****** as 60 days past due, which such reporting was updated through Experian in September. We restate that while Owners remitted their June,July and ****** past due payments in ******, this does not change the fact that their past monthly payments were already delinquent, and the Company is required to report the same for accuracy. We maintain that we found no errors with regard to Owners credit reporting and our position regarding the same remains unchanged.
To the extent Owners wish to avoid additional negative credit reporting, they will be required to maintain their account current. At this time, Owners are nine (9) days past due on their mortgage payment. We encourage Owners to contact our ************************************* by calling **************, for assistance in bringing and maintaining their account current.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

********* *******
Paralegal,Legal Services
Initial Complaint
Date:09/22/2024
Type:Order 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.
Holiday Inn Club Vacations has already canceled one of my timeshares. They sent me a notice dated March 1, 2024 that said in plain English no less than 3 times it was a notice of cancellation and to contact their *********************** with any questions. Then a month later on April 3, 2024 Holiday Inn sent me another letter offering to send me paperwork to cancel my other timeshare. I called them to ask for the papers to sign and was told it was sent by mistake and they wont cancel it because my account is under some kind of review. I have spoken to multiple people in multiple departments and none of them can clearly tell me how this letter was a mistake or why they will not honor it. It clearly lists my name, the timeshare number,and says they will send me paperwork to sign to relieve me of my obligations. This letter with my name typed across it did not accidentally print itself off the computer, jump into a paid envelope and walk to my house on its own. It had to be written with my name and information and specifically mailed out to me. Holiday Inn put it in writing that they would send me paperwork to cancel it. I am asking them to keep their word for once and either send me whatever it is I need to sign or send me another notice of cancellation. I cannot accept that this was an accident.According to Holiday Inn for the last several years they are not capable of small mistakes like this. Now they insist they made a mistake. I did not miss any deadline or do anything wrong. I called them immediately when I received their letter within the 30 day window on their letter and I expect them to honor it.
Customer Answer
Date: 10/03/2024
Ms. ******************* closure of my complaint does not make any sense. It is not a duplicate, I didnt use foul
language, it is most definitely about Holiday Inn Club Vacations, and I provided a lot of detail,
there is no way it was illegible as it is typed online, and this happened within the last few
months. Please tell me this was an error?? They sent me a letter IN WRITING offering to take
my timeshare back with my name and my contract number on it and are now not following
through. It was printed out, put in an envelope and mailed to my house by a Holiday Inn
employee. How on earth is that an accident? I contacted them within the allotted time to request
it and they refused. I have followed their rules! They even canceled a different contract so I
know they are fully capable of doing it. Holiday Inn has not offered any explanation about how or
why this was somehow a mistake. They literally will not answer questions. At very least this is a
major customer service issue that I reached out to the BBB to facilitate some kind of resolution
for.
Can you please explain to me what the issue with my complaint is? Your message is somewhat
vague because as I explained above, my complaint does not fit any of those categories. I think I
was very clear about what is going on. If there is some extra information you need, please let
me know and I am more than happy to provide it.
Thank you,
****** *******
Business Response
Date: 11/20/2024
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by *********************** appreciate the opportunity to respond to the concerns set forth therein.

Our records show that Owner currently owns one (1) annual Signature beneficial interest in the Orange Lake Land Trust (the Signature Ownership). The Signature Ownership entitles Owner to ****** Signature points per annum in the Companys points-based exchange program, the Holiday ******** (Club).

Owner is requesting assistance regarding the transfer of her Signature Ownership back to the Company via a Deed in Lieu of Foreclosure (***). In April 2024, our records show that the ************************************** previously agreed to extend Owner a one-time offer to surrender her Signature Ownership pursuant to a ***. This offer would allow Owner to surrender her Signature Ownership back to the Company, without refund, and relieve her of any future financial obligations under the Signature Ownership. Please note, however, that the execution of the *** may have a negative impact on her credit.

Upon receipt of the complaint filed with your office, we thoroughly reviewed our records for Owners account. Our records show Owner contacted the Company to inquire about the *** offer; however, due to internal policy, the Company was unable to process Owners *** request at that time until Owners account was reviewed further. Owners account was later reviewed by the Company and the *** was sent to Owner for her review and execution. We can confirm that the Company received the executed *** from Owner on November 7, 2024, to effectuate the surrender of the Signature Ownership to the Company. The same has since been forwarded to our ***************** The **************** will review the executed paperwork, confirm clear title, and submit for recordation in real property records. In connection therewith, we have requested this process be expedited to the extent possible. Once the paperwork has been recorded, Owner will have relinquished her rights to the Signature Ownership and will no longer have any future financial obligations in connection therewith.

Please note that satisfying our customers needs and providing effective and timely assistance in connection with account inquiries is important to our Company and we sincerely apologize to Owner for the delay and any inconvenience she may have experienced in this regard. We appreciate Owners continued patience during this process and a member of our **************** will notify her once her Signature Ownership has been canceled.

Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

***** *********
Legal Administrative Assistant, Paralegal Services
Customer Answer
Date: 11/30/2024
Hello,
I apologize for a delay in my response. I had to make funeral arrangements and burial for a family member that Im the caregiver.
Holiday Inn has not provided me anything to assure that the accounts are closed. They have still sent me billing statements.
I would say that this case cannot be closed without providing me with proof that things are fully taken care of.

thank you

Customer Answer
Date: 12/02/2024
Hello,
I apologize for a delay in my response. I had to make funeral arrangements and burial for a family member that Im the caregiver.
Holiday Inn has not provided me anything to assure that the accounts are closed. They have still sent me billing statements.
I would say that this case cannot be closed without providing me with proof that things are fully taken care of.

thank you
Business Response
Date: 12/12/2024
We have received Mrs. ******** request for an update regarding the cancellation of her Signature Ownership.
We can confirm that our **************** has reviewed the executed paperwork,confirmed clear title, and has recorded the *** in real property records. Accordingly,the Signature Ownership is currently in process for cancellation within the ***************** A member of our **************** will notify her once her Signature Ownership has been canceled.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

***** *********
Legal Administrative Assistant, Paralegal Services
Customer Answer
Date: 12/21/2024

Complaint: 22322164

I am rejecting this response because:

I have not received anything in writing. I need to get confirmation from them first with a contract number before accepting their response.
This way, I can be assured that what they are saying is true and that we will have proof of the cancellations.

Sincerely,

****** *******
Business Response
Date: 01/17/2025
We have received Mrs. ******** request for an update regarding the cancellation of her Signature Ownership.
Per Owners request we have attached a generated letter confirming the cancellation of her Signature Ownership. We have also included a copy of the recorded DIL for her records.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

***** *********
Legal Administrative Assistant, Paralegal Services
Customer Answer
Date: 01/27/2025

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:09/19/2024
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.
I called to make an reservation with Holiday Inn and the hotel *** told me that he would give me points to get this vacation plan for ****** for 3 nights and 4 days and points to use for other places. Then he said I would have to set through a short meeting ( never mentioned it was a time share) so I agreed. The next day I realized that I didnt want to make my 78 year old husband do that so I went on line and the site said you could cancel within a 14 day period which I did! Got the bill and so I called ***** and they told me that they said that the plan was not refundable. So Im not wanting to pay for it. And I havent yet.
Business Response
Date: 10/30/2024
BBB Case # ******** (the Complaint)
We have received and reviewed the concerns as detailed in the Complaint referenced above.
Our top priority is to assure that prospective purchasers are well informed about the terms of their purchases of vacation packages offered by Holiday Inn Club Vacations Incorporated. As such,we have established policies and procedures to ensure that those terms and conditions are fully disclosed prior to purchase.
The Company has contacted Ms. ******** regarding her concerns, and we are happy to report that we have reached a mutually agreeable resolution of the complaint with her.
Sincerely,
******** *******
Holiday Inn Club Vacations Incorporated
Initial Complaint
Date:09/17/2024
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.
On April 20, 2023, I arrived at Holiday Hills Resort in *******, ********. Upon check-in, I was told I hadnt completed an owner update and was offered $80 to attend one. They said these updates should be done every six months, so I scheduled it early Sunday to not interfere with plans with my grandmother. I was promised $80 for attending and hearing about all the great things Holiday ******************* offered. At the presentation, I met with **** ******** and ******** *******. Throughout the process, I felt pressured, wanting to get back to my plans. When I said I wasnt interested and needed to leave, they insisted I sign something acknowledging that the offer wouldnt be available later. They also claimed I wasnt fully using my timeshare and would miss out on benefits without making a purchase. I was told I would receive ******* points, combining my current ownership and a new purchase, and that nothing would change.They stressed I needed to buy something to enjoy the benefits since the Silverleaf buyout. They pressured me to convert to points and claimed I couldnt continue to enjoy my timeshare without a purchase. They discounted the price, set up monthly payments, waived the down payment, and locked in additional points if purchased that day.They pushed the sale, even though I mentioned needing to consult my co-owner. I was promised I wouldnt lose my bonus time. They claimed a $316 fee was for administrative costs, not taxes or insurance. They also said *** was included in the $149 annual fee but didnt disclose the initial joining fee until closing.I was told there would be no interest for six months. They said approval was pending, and they applied for a credit card without telling me. I was asked to sign a signature page three times, which seemed odd. I now realize many claims were false or exaggerated. This contract has become a financial burden, and I want to exit it as soon as possible. See attachments for more detail and evidence.
Customer Answer
Date: 10/14/2024
I wanted to add that they contact me on a daily basis, wanting me to make both accounts current. I have tried explaining the situation but it does not matter. The original account was kept current until the co owner was told they couldn't use it. I was also told that the orginal timeshare isnt eligible for their exit program and this was before the orginal account was in rears. I am also recieving phone calls from people saying I have available weeks to sale. Is it okay that they have given out this kind of account information? Lastly I'd like to mention that the credit card they applied for, for me, without permission has been closed due to me not using which effects my credit. What do I do in regards to them filling out an application for me? I know that they had to make up numbers on the credit application because if I had filled it out i would of been denied for being over extended..
Thanks

Business Response
Date: 10/23/2024
Please see attachment for the Company's formal response to Ms. ******** complaint.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
********* *******
Paralegal, Legal Services
Customer Answer
Date: 11/01/2024

Complaint: 22299497
To the Better Business Bureau,

I am rejecting Holiday Inn Club Vacations (HICV) response to my complaint, as it ignores the high-pressure tactics, lack of transparency, and the misleading information that ultimately pushed me into signing a binding contract I did not fully understand.

On the day of the sales presentation, I arrived at 8:00 a.m., as shown on the attached receipt, and was held there for over four hours. Despite repeatedly declining their offers, the salespeople pressured me until I was mentally and physically exhausted, leaving me unable to make a clear decision. At around 12:01 p.m., after hours of intense pressure, I signed some paperwork simply to escape the situation, believing that I would later have time to review it properly with my co-owner.

From the start, I informed the sales team of my financial and disability limitations, explaining my monthly income of $1,100 from disability and the role of my co-owner in financial decisions. I reiterated that I could not afford any additional payments and that the co-owner needed to review all terms, especially given my limited income and dependence on ********. The sales team repeatedly assured me that the finalization would only happen after my co-owner reviewed and signed the paperwork. However, despite these reassurances, HICV went ahead and finalized the contract without her consent.

Attached is a document from the sales center that reflects these inaccuracies, where they originally typed deed as husband and wife or joint tenants with full right of survivorship. When I questioned why it read single woman, the salesman merely changed woman to women, but this did not reflect my actual joint ownership situation. The entire process revolved around pressuring me alone into signing and disregarding my co-owners role, which I had made clear from the beginning.

Further adding to the manipulation, I was pressured into providing a credit card under the pretext that it was needed for an initial setup, which could later be changed if my co-owner decided not to proceed. I reluctantly agreed after four hours of pressure, assuming this would simply reserve our options until my co-owners approval. I am attaching an image of this credit card, which I never activated, showing an expiration date of April 2028. Additionally, I include a record of the cards cancellation due to inactivity, as I believe HICVs plan was to close this account and potentially affect my credit score.

To increase the pressure, HICV also brought me only a signature page, stating that I needed to re-sign because the date was ineligible. In hindsight, I now realize they could have attached this signature page to any document without my knowledge. I was given no opportunity to review the full contents and signed this single page under the impression it was merely a formality.
After reviewing the paperwork with my co-owner four days later, I immediately contacted HICV, but they claimed I had missed the rescission period by one day. This was despite the fact that I acted as soon as I fully understood the situation.

The entire meeting was a display of manipulation, using my limited financial means and disability to overwhelm me into signing without my co-owners involvement. ***** response ignores the unfair tactics and misleading information used in this presentation, as well as my financial limitations, which I clearly communicated to them.
Given these circumstances, I respectfully request that HICV cancel this contract, which I signed under duress, lack of informed consent, and misleading assurances.
Thank you for your attention in this matter.
Sincerely,

******* ******
Customer Answer
Date: 11/01/2024
Here are extra documents that I want to use in my rejection of Holiday Inn's complaint.
Customer Answer
Date: 11/01/2024
Extra document
Customer Answer
Date: 11/01/2024
Extra document. Your complaint form would not let me submit all four at once
Business Response
Date: 11/11/2024
We have received the additional attachment (i.e., the Purchase Proposal) that ********* added to her Better Business Bureau complaint. Upon review of the attachment, we find that the same does not change the Companys prior review of the complaints Ms. ****** has filed with multiple agencies. The Company has previously addressed Ms. ******* concerns with specificity and as such, we refer her to review the Companys prior responses with each agency as our position remains unchanged.

Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

********* *******
Paralegal,Legal Services
Initial Complaint
Date:09/17/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to formally file a complaint against Orange Lake for their lack of cooperation and transparency regarding my request to cancel my timeshare membership. Despite my numerous attempts to resolve this matter directly with Orange Lake, I have not received any satisfactory response or assistance.We have only used the timeshare once since purchasing it. During the sales presentation, we were told that we would be able to re-sell the timeshare in the future if we no longer wanted it. Additionally, they mentioned that if we chose not to sell, we could simply cancel the membership. However, during our initial visit to **********, the sales process was rushed, as we were pressured to sign quickly due to being taken to the parks immediately after.Since then, we have made multiple attempts to contact Orange Lake in order to cancel the membership. Every time, we were met with excuses or no response at all. We have sent numerous cancellation requests, all of which have been ignored.This situation has been frustrating and deeply disappointing. I am seeking the BBBs assistance in resolving this issue, as I believe that Orange Lake has not upheld its end of the agreement, and their continued disregard for our cancellation requests is unacceptable.I respectfully request the immediate cancellation of my timeshare membership with Orange Lake and hope for a prompt resolution.Thank you for your time and assistance in this matter.
Customer Answer
Date: 10/17/2024
I attached the authorization form. I am sorry for the delay. Thanks for your help.
Customer Answer
Date: 10/31/2024
Hi,
any update please?

Customer Answer
Date: 11/21/2024
I haven't heard from them yet.
Business Response
Date: 11/22/2024
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by ********************** appreciate the opportunity to respond to the concerns set forth therein.
Our records show that on July 27, 2008, Owner attended a Company-sponsored timeshare sales presentation at the Orange Lake Resort located in *********,******* near ************, not **********. At the conclusion of the presentation, Owner elected to purchase an annual timeshare interest at the Orange Lake Resort located in *********, ******* (the Ownership). The Ownership entitles Owner to ******* points every even year in the Companys points-based exchange program, the Holiday ******** (Club).
Pressure.Owner claims that she was pressured to purchase the Ownership. We dispute Owners characterization of the Companys sales presentation as pressured.While the Companys sales consultants are enthusiastic about our product, they do not pressure, or otherwise force prospective purchasers to purchase timeshare interests, nor do they prevent prospective purchasers from leaving the sales center without making a purchase. If Owner did not believe that the Ownership constituted a good purchase at the right price, she was under no obligation to consummate the purchase and was welcome to leave the sales center without making a purchase. In fact, many prospective purchasers who attend the Companys timeshare presentations leave the sales center without making purchases.
Owner further claims that she was rushed through the closing process, specifically her execution of the contract documents. We,again, dispute this claim. Please be advised that as part of the Companys sales process, Owner was required to meet with a ***************** Officer (***), to ensure that she had a clear understanding of the terms and conditions of her purchase prior to leaving the sales center. Owner was afforded the opportunity to review the legally approved contract documents in detail for as long as she 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. Before leaving the sales center, Owner affirmatively advised the *** that she understood the terms of her purchase and proceeded to execute the contract documentation applicable to her purchase.
Club Benefits. We can confirm that Owner has only booked one (1)Club reservation under the Ownership. Please note, however, that Owner may utilize Club points 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. Notwithstanding Owners choice to forego use of the Ownership, this is not a legal basis for contract cancelation and does not invalidate the financial obligations Owner agreed to on the date of her purchase.
If Owner requires assistance with booking reservations and/or utilizing her Club points to their fullest potential, she is welcome to contact a Club Counselor by calling ************** and someone will gladly assist her in this regard. It should be noted, however, that because Owners maintenance assessments and Club membership dues are delinquent, her account is subject to use restriction, and she will be unable to secure additional reservations until such time as she brings her account current.
Resale. Owner claims that the sales consultant advised that she could sell the Ownership should she no longer desire to retain the same. Please note that the Company does not currently offer, nor has it ever offered, buy-back and/or resale services. It was fully disclosed to Owner in the Purchase Agreement that the Company would not provide Owner with assistance with such endeavors.However, Owner is not prohibited from independently selling her timeshare interest to a bona fide third party in accordance with the Companys transfer requirements, subject to any mortgage(s) she has placed on the property. It should also be noted that the Company does allow owners who have satisfied their mortgage obligations and who are current on all other financial obligations the option of surrendering their timeshare interest back to the Company,without refund, through the Companys Horizons Program (subject to the Horizons Program requirements). The Ownership does not, however, currently qualify for surrender through the Horizons Program as Owner is delinquent on her financial obligations applicable thereto.
Owner claims that she previously contacted the Company to request cancelation, but that she has failed to receive a response regarding the same. Our records reflect otherwise. Our records show that Owner contacted our ******************* by completing a Horizons Program web form on April 5, 2023, and April 17, 2024, requesting contract cancelation. On each occasion a ******************* representative attempted to contact Owner telephonically and/or via email on April 6, 2023, April 7, 2023, April 17, 2024, and April 18, 2024;however, their attempts in reaching Owner were unsuccessful. It should be noted that at least one (1) of the emails our ******************* sent to Owner disclosed that she could (i) gift the Ownership to friends or family, (ii) sell the Ownership independently to a bona fide third party, subject to the Companys transfer requirements, or (iii) surrender the Ownership back to the Company through the Companys Horizons Program, subject to the programs requirements thereunder. Owner, however, has failed to avail herself of the options previously provided.
Cancelation.Owner requests cancelation of the Ownership. We are unable to substantiate Owners claims of wrongdoing on behalf of the Company. Also, our records show that the applicable rescission period has expired, and Owner has outstanding financial obligations owed to the Company. Based on the foregoing, Owner is not entitled to, or otherwise eligible for, contract cancelation. We therefore respectfully decline Owners request for the same. Please note, however, that once Owner is current on all other financial obligations she may contact the Companys ******************* to request account cancelation by calling *************, or by visiting the online website at *************************************************************************.
To the extent that Owner is facing a financial hardship, we encourage her to contact the ********************************************** by calling **************,to ascertain what options may be available to her to assist her with maintaining her account current.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

***** *********
Legal Administrative Assistant, Paralegal Services
Customer Answer
Date: 11/27/2024

Complaint: 22298642

I am rejecting this response because:
We have only used the timeshare once since purchasing it. During the sales presentation, we were told that we would be able to re-sell the timeshare in the future if we no longer wanted it. But that option is not applicable to us. They also mentioned that if we chose not to sell, we could simply cancel the membership. We are one of the people who were misled by this timeshare.

Sincerely,

****** ******
Business Response
Date: 12/13/2024
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 complaint.
Upon receipt of Owners rebuttal, we again conducted a thorough investigation of her account and re-verified that Owner received all requisite disclosures required under applicable law at the time of her purchase, including instructions on how to timely request cancelation of her contract within the statutory rescission period. As no new information has been presented warranting account cancelation, we stand by our initial response and our position remains unchanged.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

********* *******
Paralegal,Legal Services
Initial Complaint
Date:09/11/2024
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.
transaction was between the 13 and 15 on May 2024, *********** sold us a time share by laying to us, we just found out today and I want my money back, they are liars and scammers. in total we have paid them $7,251.07 including down payment fees, monthly payments, and a deposit to change plan, the business told us a whole **** of lies so that we would purchase, they promised 6 weeks of vacation on ******* points and two free weeks, they promised that if we booked all our vacations in one call it we only had to pay ***** for all the transactions, they promised that if we booked online we didn't have to pay that fee, they never told us that we have to pay $1***** every year for a membership, that and more lies!!! we just found out today thru another worker for the holiday inn, we want them to cancel everything and give us all our money back, we came this weekend for an orientation so they could teach us how to use our points, it turns out that we learned that everything they told us was a lie!!! what type of business are you?
Business Response
Date: 10/18/2024
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by ********************* appreciate the opportunity to respond to the concerns set for therein.
Our records show that Owner entered into her first purchase transaction with the Company on May 14, 2024, at which time she elected to purchase an annual standard beneficial interest in the Orange *************** (the Initial Ownership), which entitles Owner to ******* points per annum in the Companys points-based exchange program, the Holiday **************** Thereafter, on September 10, 2024, Owner elected to trade-in the Initial Ownership and applied the accrued equity therein towards the purchase of an annual standard beneficial interest in the Orange Lake Land Trust, which entitled Owner to ******* Club points per annum (the Upgrade Ownership).
However,on September 12, 2024, the Company received Owners Better Business Bureau complaint requesting cancelation, which such written request fell within the statutory rescission period afforded to Owner under the Upgrade Ownership. As such, Owners rescission request was processed accordingly, Owner was refunded the $299.00 closing cost that she remitted on her date of purchase, and the cancelation of the Upgrade Ownership was finalized. Owner no longer has any rights and/or obligations attendant to the Upgrade Ownership. Please note,however, that with the cancelation of the Upgrade Ownership, Owner was reverted back to her original ownership status prior to the purchase of the Upgrade Ownership. Therefore, the account associated with the Initial Ownership has been reinstated and the agreement previously executed by Owner in connection with the Initial Ownership has been reinstated and Owner is required to abide by the terms and conditions originally agreed to therein. The Initial Ownership is the only active timeshare interest Owner owns with the Company at this time and upon review of the complaint, we find that Owners grievances pertain to the sale associated with the Initial Ownership.
Club Program. Owner claims that she was provided assurances that ******* Club points would entitle her to six (6) weeks of vacations per year.We dispute this claim. While our sales consultants do provide owners with real time examples of reservations that can be secured through the use of Club points and the number of Club points required to secure such reservations, they do not, however, guarantee that an owner will have a sufficient number of Club points to satisfy all of his or her travel requirements for each desired reservation, as how far an owners Club points will extend is entirely dependent on how the owner elects to utilize his or her Club points. As a member of our Club program, Owner is afforded the ability to utilize her Club points at any of the thirty (30)resorts within Companys network. In connection therewith, she may book reservations in any available unit during any time of year, provided that she has the requisite number of Club points for the desired reservations. Club points may also be utilized to secure (i) reservations at thousands of ***************************** (***) branded hotels and resorts worldwide through the Companys affiliation with ***, (ii) reservations at thousands of resorts worldwide through the Companys exchange affiliate, ***, (iii)reservations at thousands of resorts worldwide through the Companys exchange affiliate, ********************** (II), and (iv) discounts on airfare, car rentals, cruises, and more, through the ********************** program. Please note that confirming a transaction through our ************* program for airfare or car rentals is subject to factors such as the then-current rates,which rates are set by the airlines and car rental companies and not the Company. Similarly, the number of Club points required to book reservations through ***, RCI, or II, are set by the respective company and fluctuate based on the hotel brand, season, occupancy rates, day of the week, length of stay,size of accommodations and a host of other matters wholly outside of Companys control. Upon review of Owners usage history, we found that she has not utilized her Initial Ownership. If Owner requires assistance with booking reservations and/or utilizing her Club points to their fullest potential, she is welcome to contact a Club Counselor by calling ************** and someone will gladly assist them her in this regard.
Owner also claims that the Club membership fee was not disclosed to her at the time of purchase. This is untrue. At the time of purchase, Owner executed a Holiday ******** Exchange Program Membership Agreement, Sales Pre-Confirmation Checklist, and an Owner Clarification Form, each of which clearly discloses Owners obligation to remit an annual Club membership fee. Additionally, while the fee was $169.00 at the time of sale, we remind Owner that the Owner Clarification Form also disclosed that such fee is subject to change.
Reservation Fee.Owner claims that she was provided inaccurate information with regard to being charged a reservation fee if she books a Club reservation within the Companys resort locations. We dispute this claim. At the time of sale, Owner executed the Sales Pre-Confirmation Checklist which provides clear disclosure that the Companys reservation fee is per transaction. However, to the extent Owner wishes to avoid such fee when booking a Club reservation at the Companys resorts, she has two (2) options. The Member Guide provided to Owner provides clear disclosure that if Owner books her reservations within her Resort Access booking window, she will not be required to pay a reservation fee at the time of booking, whether via telephone call or online. 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(s) 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(s).Therefore, with the purchase of the Initial Ownership, Owner was assigned Resort Access to (i) Orange ******************************************************, *******,and (ii) ********************************** located in *********, ******. Therefore, if Owner books a Club reservation during the Resort Access booking window at either of these locations, she will not be required to remit a reservation fee. Owners second option is to book a MAXtime reservation, which is a program that periodically offers highly limited, last-minute travel deals to the Companys resorts at significant savings. Because the Initial Ownership entitles Owner to ******************* membership benefits, Owner is not required to remit a reservation fee when booking MAXtime reservations.
Cancelation.Owner requests cancelation and refund on the basis of misrepresentation. Please be advised that Owners request is outside of the statutory rescission period attendant to the Initial Ownership, thereby rendering her cancelation request of the Initial Ownership untimely. Moreover, we have confirmed that all documentation executed at the time of purchase is in order, signed and acknowledged by all parties to the agreement and we did not find any evidence that would substantiate Owners claims of misrepresentation. Furthermore,because Owner has outstanding mortgage obligations, we have determined that Owner is not entitled to account cancelation and/or refund at this time, and we respectfully decline her request for the same.
Sincerely,

HOLIDAY INN CLUB VACATIONS
INCORPORATED

********* *******
Paralegal, **************
Initial Complaint
Date:09/09/2024
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.
This past year has been a battle for many consumers while we attempting to navigate the changing world. I almost become a victim of the predatory practice of senior citizen fraud and have had more than enough scam attempts perpetrated toward myself and my family. This Holiday Inn Vacation was amongst the attempts. I had made an online phone reservation with the ***************. At the end of the conversation, I was transferred to Holiday Inn Vacations and agreed to the offered plan. Under duress at the time, I have gotten nothing but spam phone calls from this group. The fine print in the information provided says there is a 14 day period in which to cancel. I was not informed that Georgia was not in the list of states where cancellation supposedly not an option. Upon doing further research I realized that this is a common consumer fraud practice that has not been seemingly regulated. I am looking for a consumer advocate to prevent this type of attack in the future. thank you
Business Response
Date: 09/27/2024
BBB Case # ********(the Complaint)
We have received and reviewed the concerns as detailed in the Complaint referenced above.
Our top priority is to assure that prospective purchasers are well informed about the terms of their purchases of vacation packages offered by Holiday Inn Club Vacations Incorporated. As such,we have established policies and procedures to ensure that those terms and conditions are fully disclosed prior to purchase.
The Company has contacted Mr. *** regarding his concerns, and we are happy to report that we have reached a mutually agreeable resolution of the complaint with him.
Sincerely,
******** *******
Holiday Inn Club Vacations Incorporated
Initial Complaint
Date:09/09/2024
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On February 9, 2021, Holiday ******** Vacation offered me a Deed in Lieu of Foreclose (***), I signed it, notarized it and returned within the 10 days. On June 7, 2021, they sent me a second Deed in Lieu of Foreclosure, because I needed two witnesses signatures therefore I signed it with two witness , notarized and returned within two days. After three years of misleading phone calls back and fore, they now tell me that the *** offer is no longer on the table and collection of almost $20,000 is due. On September 4, 2024 ***** ********** (Paralegal Legal) for Holiday ******** called me and said this collection is going on my credit, after four years. I asked should I seek legal assistance when Mr. ********** said "if you can afford legal assistant, you should've paid this bill". Holiday ******** has been jerking me around for all these years with harassment calls for something they offer me. Holiday ******** is NOT to be trusted and has repeatedly failed to keep their words.
Business Response
Date: 10/04/2024
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by ***************** We appreciate the opportunity to respond to the concerns set forth therein.
Our records show that Owner currently owns an annual undivided interest at the ********** Resort located in **********,******* which she purchased in October 2017 (the "Ownership"). The Ownership entitles Owner to ******* points per annum in the Companys points-based exchange program, the Holiday *********
Owner requests that the Company process the Deed in Lieu of Foreclosure (***) that was previously provided to her so she can be relieved of the Ownership. Our records confirm that due to the delinquency of **************** obligations attendant to the Ownership, the Company provided Owner with a ***. Owner returned the *** improperly executed which prompted the Company to resend the *** for Owners execution. We received the executed ***, however, due to internal policy, the Company was unable to process the ***. Please note that the option of a *** is at the sole and absolute discretion of the Company and revocable at any time and for any reason. Notwithstanding the same, in the interest of customer service, the Company is willing to extend Owner a one-time exception to re-send the *** directly to Owner at the address referenced in the complaint for her review and execution. The ***, once properly executed and returned to the Company, will allow Owner to surrender the Ownership to the Company, without refund and will relieve Owner of any future obligations applicable to the Ownership. Please be advised that the recording of the *** may impact Owners credit. Please be further advised that if Owner does not return a properly executed *** to the Company within ten (10) business days after receipt of the ***, any subsequent delivery will be rejected. Likewise,from and after said date, the Companys offer to cancel the contract to the Ownership pursuant to *** shall be deemed to be permanently revoked and the Company will not resend the *** to Owner for execution.
The Company will work directly with Owner regarding the *** process through completion.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

***** *********
Legal Administrative Assistant, ******************
Customer Answer
Date: 10/04/2024

Better Business Bureau:

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

Sincerely,

****** ****
Initial Complaint
Date:09/05/2024
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.
Connected to this company from *** Reservations desk. Received a hard sell pitch to experience Holiday Inn Vacations Club for 4 days/3 nights for a total price of $199 as an introduction special because I was an IHG Rewards member. Was told total price was $199 except for certain holidays at which I would be charged more. Was told several times that this was the total price for the vacation. From the beginning of the pitch by the salesperson this sounded like a timeshare. I asked at least twice specifically if it was for a timeshare and would I be required to attend any meetings during my vacation and was repeatedly told it was not. I received multiple emails encouraging me to finalize my vacation, but then at the bottom I noticed that this company is not owned or operated by *** and that it is in fact a timeshare and I would be required to attend meetings. I called to ask for a refund and was instead offered an incentive to keep the package. When I declined I was sent a form to request a refund which, as I told the person, was a bogus attempt to show they actually tried to consider my request. It was denied in less than 24 hours even though they could have listened to their own audio recordings of my conversations and discovered I was lied to and misled by their sales personnel. This is nothing more than a scam. The vacation is not even at their resort but at a Holiday Inn affiliate hotel which can, in fact, charge resort fees and taxes for the stay meaning the $199 total cost is not true either. This is totally wrong and probably illegal. I have challenged this with my credit card company and will report it to the authorities as well if they dont refund my payment in full.
Customer Answer
Date: 09/23/2024
After complaining very loudly to *** someone at the Holiday Inn Resorts apparently thought better of it and refunded the money due me. However, I feel strongly that had I not vigorously pursued this matter they would have kept it. In fact they denied my request for a refund twice before I complained to *** so this is obviously their method. It is a scam and a way to bilk people from their money. Please continue to pursue and file my complaint. They should have as bad a reputation as possible. I would be very interested to know how they respond to you about this. Thank you.
Business Response
Date: 09/24/2024
BBB Case # ******** (the Complaint)
We have received and reviewed the concerns as detailed in the Complaint referenced above.
Our top priority is to assure that prospective purchasers are well informed about the terms of their purchases of vacation packages offered by Holiday Inn Club Vacations Incorporated. As such,we have established policies and procedures to ensure that those terms and conditions are fully disclosed prior to purchase.
The Company has contacted Mr. ********** regarding his concerns, and we are happy to report that we have reached a mutually agreeable resolution of the complaint with him.
Sincerely,
******** *******
Holiday Inn Club Vacations Incorporated
Customer Answer
Date: 09/24/2024

Complaint: 22243095

I am rejecting this response because:
After complaining very loudly to IHG someone at the Holiday Inn Resorts apparently thought better of it and refunded the money due me. However, I feel strongly that had I not vigorously pursued this matter they would have kept it. In fact they denied my request for a refund twice before I complained to *** so this is obviously their method. It is a scam and a way to bilk people from their money. Please continue to pursue and file my complaint. They should have as bad a reputation as possible. I would be very interested to know how they respond to you about this. Thank you.

Sincerely,

***** **********
Customer Answer
Date: 09/24/2024
Holiday Inns Vacations may have such policies in place, but they certainly are lax in enforcement of those policies. The ONLY reason they reached any kind of resolution with me was because I complained to *** personally. At that all they did was reverse their decision to refuse my refund and just give me the refund alone. I thought the least they could do after putting me through all of the trouble was to give me the ****** points on my *** account. Forcing me to go to their parent organization and the BBB in order to have them do more than rubbestamp a refusal to refund my money took a lot of time and effort on my part and was totally unnecessary as all they had to do was review the recorded tape of the sales pitch I got. I would like them to add the promised ****** points to my *** account as well as to see to it that the salesperson responsible for breaking their own policy in my case is reprimanded.

Thank you
Business Response
Date: 09/27/2024
Greetings,
I hope you are doing well.
Please refer to the attached letter.
Thank you,
******** *******
Legal Administrative Assistant II
Holiday Inn Club Vacations Incorporated
Business Response
Date: 09/27/2024
Greetings,
I hope you are doing well.
Please refer to the attached letter.
Thank you,
******** *******
Legal Administrative Assistant II
Holiday Inn Club Vacations Incorporated
Customer Answer
Date: 10/01/2024

Complaint: 22243095

I am rejecting this response because:
Notwithstanding the obfuscation and legalese of the **** legal department, **** initially curtly REJECTED my request for a refund by stating it was not refundable. They did so without reviewing the audio recordings of the sales call by their representative in which he plainly and distinctly LIED to me by saying this offer was in no way a timeshare program. Also, although the legal department claims that the Holiday ***************** is a separate and distinct company from IHG/Holiday Inn they very plainly use the IHG/Holiday Inn logo as well as their numerous subsidiary hotel logos on their website. So, the distinction of being a separate company is a distinction with no difference at all to the public eye. I visited the *** website itself and complained to them. Their customer service department called me and I laid out in detail to them what took place. Shortly after this call **** sent back an entirely different version of their consideration of my complaint telling me that ********* they had successfully processed my refund request. Again, no mention in that notice that this was in the interest of customer relations or whatever. I am in awe of their legal departments use of the English language to cover up the boiler-room, scam artist tactics used by their sales force to entice people into agreements they normally would not get into. As I told ***, they should be ashamed to be part of such a scam. They can sit on their high horse all they want as far as my request goes.

Sincerely,

***** **********
Initial Complaint
Date:08/29/2024
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.
I am sorry I ever got involved with this company and their timeshare. It has been a frustrating and disappointing experience, to say the least.I have been unable to use the timeshare as I had hoped. Despite being promised flexibility and convenience, I have never been able to actually book the weeks and locations I wanted. This has left me feeling trapped in a contract that I am no longer interested in.I have been hit with unexpected costs in the form of maintenance and club fees that I was assured would never increase. It is unacceptable to me that these costs continue to rise, leaving me feeling even more financially burdened.Despite my attempts to seek help from the representatives, I have been met with pushy and unhelpful sales pitches rather than genuine assistance. I feel misled and frustrated by the lack of transparency and honesty in our interactions.I have come to the conclusion that selling my timeshare is not a viable option and I am left feeling trapped and desperate to find a solution. I am requesting that the resort work with me to exit this contract as quickly as possible. I hope that we can come to a fair and reasonable agreement that allows me to move on from this disappointing experience. This is not something I would recommend anyone get involved in.
Customer Answer
Date: 10/02/2024
I am emailing the signed forms to ************************************ as well.
Thank you for your time and assistance.
***** ********
Business Response
Date: 10/24/2024
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by *********************** appreciate the opportunity to respond to the concerns set forth therein.
Owner entered into her transaction with the Company on May 30, 2022, at which time she purchased an annual Standard beneficial interest in the Orange *************** (the Ownership). The Ownership entitles her to ****** points per annum in the Companys points-based exchange program, the Holiday ******** (Club).
Timeshare Presentation. Owner expresses dissatisfaction regarding the Company's "sales pitches." Please note that the ***************************** often extends offers to prospective purchasers and owners to attend the Companys timeshare sales presentations. Prospective purchasers and owners are provided clear disclosure of all terms and conditions of each marketing offer, including without limitation, any incentives they may receive in connection with said offer, and that the purpose of said offer is for the purpose of soliciting the sale of timeshare interests. Owner was under no obligation to participate in the ****************** promotions, and she is welcome to decline any invitations extended to her in connection therewith. Furthermore, the Companys sales consultants do not force, or otherwise push prospective purchasers to purchase timeshare interests, nor do they prevent anyone from leaving the sales center without making a purchase. In fact, many prospective purchasers who attend the Companys timeshare presentations leave the sales center without making purchases, just as Owner herself did on one (1) occasion. As such, if Owner did not believe that the offers provided to her at each respective presentation met her desired needs or constituted good purchases at the right price, she was welcome to decline our offers and/or cancel the applicable purchase within the statutory rescission period.
Club Benefits. Owner claims she was misled regarding the benefits she was promised. Firstly, please note that Owner can utilize Club points 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. In connection with the Companys resort locations, please be advised that at the time of sale, Owner was provided with a Member Guide that provides clear, step by step instructions on how to utilize the benefits available through the Club program. In addition, Owner was provided with the telephone number for our dedicated team of Club Counselors who are available to provide additional guidance to owners regarding how to navigate and utilize the benefits afforded to them through the Club. Please also note that it was fully disclosed to Owner at the time of purchase that all reservations are subject to availability and if Owner is not able to secure her first vacation choice, an alternate choice may be required to confirm a reservation. Because all reservations are based on availability, it is strongly recommended that owners book reservations as early as their booking windows allow in order to maximize their ability to secure desired reservations, in their desired units during desired travel dates. To the extent Owners schedule does not enable her to book reservations in advance we encourage her to take advantage of opportunities available through the **** Last Calls which are deeply discounted last minute vacations. Alternatively, she is welcome to deposit her current year Club points with *** (by October 1st of each year),where points so-deposited never expire.
Upon review of Owners use history, we find that Owner has not utilized her Ownership.If Owner requires assistance with booking reservations and/or utilizing her Club points to their fullest potential, she is welcome to contact a Club Counselor by calling ************** and someone will gladly assist her in this regard.
Financial Obligations. Owner claims that fees attendant to her purchase have increased. All financial obligations were clearly and conspicuously disclosed to Owner in the purchase documentation she executed at the time of purchase. This includes, without limitation, the fact that maintenance fees and the fees payable for use of the timeshare interest are subject to increase. At the time of purchase, Owner executed a Holiday ******** Exchange Program Membership Agreement, Sales Pre-Confirmation Checklist, and an Owner Clarification Form, each of which clearly discloses Owners obligation to remit an annual Club membership fee. Additionally, we remind Owner that the Owner Clarification Form also disclosed that such fee is subject to change. Furthermore, please note that the governing documents provided to Owner at the time of closing clearly disclose that the maintenance assessment obligation is on-going and the fact that it is subject to increase. The maintenance assessments are based on the annual budget adopted by the Association who tries to keep these costs as low as possible; however, there are a number of factors that impact the maintenance of the resorts that are outside of the Associations control such as increases in the cost of labor, materials, insurance rates, etc. We will continue to work with the Association to keep maintenance assessments as low as possible while still maintaining the facilities so that each of our owners may experience an enjoyable vacation.
Cancelation.Owner requests cancelation of the Ownership. Our records confirm that Owner has previously contacted the Company to advise that she no longer desires to retain the Ownership. Owner has previously been advised that because of her outstanding mortgage obligations, her only option is to sell the same independently to a bona fide third party in accordance with the Companys transfer requirements. Owner was reminded that the Company does not have a buy-back or resale program and was advised that some owners have experienced success with resale through the third-party company, ********** Only. Please be advised that Timeshares Only is not affiliated with the Company and the Company makes no guarantees and/or assurances regarding the likelihood and/or success to be had via resale through Timeshares Only, or otherwise.

Yet,Owner restates her request for cancelation. We are unable to substantiate Owners claims of wrongdoing in connection with her purchase of the Ownership.Also, our records show that the applicable rescission period has expired, and that Owner has outstanding financial obligations owed to the Company. Based on the foregoing, Owner is not entitled to, or otherwise eligible for, contract cancelation or a refund of monies paid. We therefore respectfully decline Owners request for the same. Please note, however, that once Owner has satisfied the mortgage obligations for the Ownership, she may contact the **************************** to request account cancelation. In recognition that circumstances change over time, the Company allows owners who have satisfied their mortgage obligations and who are current on all other financial obligations, the ability to surrender their ownerships, without refund, through the Companys Horizons Program. Once Owner satisfies her mortgage obligations,she is welcome to request cancelation through Companys Horizons Program by contacting the ******************* by calling **************, or by visiting the online website at *************************************************************************.
To the extent that Owner is facing a financial hardship, we encourage her to contact the ********************************************** by calling *************, to ascertain what options may be available to assist her with maintaining her account current.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

***** *********
Legal Administrative Assistant, ******************
Customer Answer
Date: 10/29/2024

Complaint: 22217546

I am rejecting this response because:
I am totally not in agreement with the response of the timeshare. I am insulted, at the fact, that ***** ********* just called me a liar. Yes, I was pressured into making a decision based on lies when this was all presented to me. What was explained to me was not what I had received. It is very easy for someone to state what is supposed to happen at these meetings and not be there in person.Your legal paragraph looks great, except almost none of it applies to me. Upon checking with others, this seems to be your business practice and I have fallen victim to it. I wish I had never gotten involved with your company and you all need to be stopped. You're ripping people off right in front of their eyes. You are never able to speak with anyone about your issues because you get left on hold until the line disconnects. You call back and you're transferred to the wrong department. I have never been able to take advantage of any of the benefits that were promised. This company needs to be stopped. I should have known something was wrong when three salespeople had me trapped in a room pushing me to purchase this timeshare.
Sincerely,

***** ********
Business Response
Date: 11/07/2024
We received the rebuttal complaint filed by ****************************** insists that she remains dissatisfied with her purchase and the timeshare sales presentation. She specifically states that the sales consultant pressured her into consummating her purchase. We again dispute Owners characterization of our sales process, as these claims are inconsistent with our process and contrary to the documentation executed by Owner at the time of purchase. While we acknowledge that we were not present during the presentation, it is for this reason that we rely on the documents that were reviewed and signed by Owner on the date of sale. The terms and conditions of her purchase were fully disclosed,including, without limitation, financial obligations, rights, and benefits attendant to the respective purchase. Furthermore, before Owner left our sales center for the respective purchase, she was provided with copies of the executed contract documentation for further review and reference, which documentation clearly sets forth the terms of the respective purchase as well as Owners rescission rights and how to exercise the same; however, Owner failed to exercise this right.
Furthermore,please be advised that the Company will not comment on any issues, concerns, or complaints other than those of Owners at this time. It should be noted,however, that the Company has various teams dedicated to reviewing and responding to consumer complaints, and that allegations of misrepresentation are taken very seriously. We have numerous controls in place to ensure that prospective purchasers are provided clear and accurate descriptions regarding the terms of their purchases, and the performance of our sales and marketing teams is routinely audited. Notwithstanding the same, each complaint is afforded a robust review. To the extent wrongdoing is identified,the Company works to address and otherwise resolve the same. However, no wrongdoing was detected in connection with Owners purchase.
Owner claims she is never able to speak with someone to address her concerns. Upon review of Owners account history, we find that Owner has called in with financial inquiries and successfully spoke with an ************************** representative on more than one occasion.However, we do not show that Owner has attempted to speak with a Club Counselor for assistance using her benefits. To the extent Owner needs assistance with how to utilize her Ownership and/or how to maximize her Club points, we suggest that she contact a Club Counselor at **************,who will be happy to provide support in that regard.
Upon receipt of Owners rebuttal, we again conducted a thorough investigation of her account and re-verified that her contract documents were duly executed, and she received all requisite disclosures applicable to her purchase, including, but not limited to, rights, benefits, financial obligations, terms, conditions, and instructions on how to timely request cancelation of her contract within the respective 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 misrepresentations and/or wrongdoing on the part of the Company, we stand by our initial response and our position remains unchanged.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

***** *********
Legal Administrative Assistant, ******************
Customer Answer
Date: 11/14/2024

Complaint: 22217546

I am rejecting this response because:
Again,you can mention all day how your representatives are supposed to carry out the process you have to get members involved in this transaction, but that is not what happened. I signed this agreement under false pretenses and I'm sure you know that happened. I will contact you directly, once again.

Sincerely,

***** ********
Business Response
Date: 11/25/2024
We have received the second rebuttal complaint filed by ********************* We have reviewed each of her allegations and previously responded with specificity addressing each of the issues raised in her complaints.
Upon receipt of Owners latest rebuttal, we again conducted a thorough investigation of her account and re-verified that Owner received all requisite disclosures required under applicable law at the time of purchase,including instructions on how to timely request cancelation of her contract within the statutory rescission period. As no new information has been presented warranting account cancelation, we stand by our initial responses and our position remains unchanged.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

***** *********
Legal Administrative Assistant, Paralegal Services

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