Complaints

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

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• 

  Holiday Inn Club Vacations Incorporated

  9271 S John Young Pkwy Orlando, FL 32819-8607

  
• 

  Sunset Cove Condominium Association of Marco Island, Inc.

  571 W Elkcam Cir Marco Island, FL 34145-2787

  
• 

  Holiday Inn Club Vacations

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

  
• 

  Holiday Inn Club Vacations Incorporated

  121 Emerald Loop Davenport, FL 33897-7752

  
• 

  Holiday Inn Club Vacations at Orange Lake Resort

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

  

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:08/05/2024

  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.

  Despite multiple requests to have the below name and address removed from any and all current and future mailing lists, I continue to receive mail from Holiday Inn Club Vacations. Attached is a sample of the mail that I have been receiving from Holiday Inn Club Vacations.*********************** **************************************************************************************************************

  Business Response

  Date: 09/05/2024

  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.
  ******************* requests that the Company remove his address from our mailing list(s).As of today, we have removed Mr. ********* address from our systems and therefore, he should not receive any additional promotions mailed to his address. We sincerely apologize to ******************** for any delays in completing his request. To the extent ******************** inadvertently receives any additional mail from the Company hereafter, we request that he contact the ************************* directly at ********************************************* for additional assistance in that regard.
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  *********************************
  Paralegal,Legal Services

• Initial Complaint

  Date:08/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 23, 2023, I received an unsolicited call from a man from Holiday Inn Vacations. The phone call was recorded. He was calling me about a 4 day / 3 night vacation for $199 to various locations. I told him I would only interested if we could extend the time as we were and remain in the process of building a house and if we did not have to attend a time share presentation. He told us he could extend the package for 6 more months and we could extend again if needed and we did not have to attend a time share presentation. It has come to my attention that the Holiday Package requires us to attend at time share presentation for an hour (or two). This is not acceptable to us and not what we agreed to and we want a refund. The call was recorded and the fact that he told us that we did not have to attend a time share can be verified by listening to the phone call. I cannot upload the phone call because I did not record the call, but Holiday Inn Vacation did. Thank you.

  Customer Answer

  Date: 08/06/2024

  Dear ****************,

  
  

  The last time I spoke to Holiday Inn Vacations on July 20, 2024.  I asked for a refund and they sent me a cancellation request below; however, no where does it say that I will get a refund, so I did not want to go through the cancellation process and potentially lose my $199.

  
  

  Thank you,

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

  
  

  Business Response

  Date: 08/29/2024

  BBB Case#******** (the Complaint)

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

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

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

  Sincerely,

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

  Holiday Inn Club Vacations Incorporated              

  Customer Answer

  Date: 08/29/2024

   
  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. I will be receiving a refund in full of $199, which was the resolution I wanted. I attach a cooy

  of their response to me. Thank you for your assistance with this matter. I will only follow if the refund is not received as promised  

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

• Initial Complaint

  Date:08/01/2024

  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.

  To Whom It May Concern,My husband and I recently received an invitation from Holiday Inn due to our membership in the Holiday Inn Rewards Program. The invitation included various locations and dates for an introduction. We decided to consult each other before proceeding. When we arrived at the clubhouse, we were asked for our drivers licenses for verification and to contact our hotel.The sales presentation was focused on selling us points, which would extend our stay. We made it clear that the cost of the largest unit was beyond our means, especially considering our occasional visits to ****** and our typical one-week vacations. Despite our disinterest, another staff member was brought in to persuade us, but we remained firm. We requested time to think it over and said wed return the next day, only to be told the offer was valid only for that day.We expressed our concerns about affordability and the potential for unforeseen circumstances, and we were told we could sell it back if needed. However, we firmly declined. An additional staff member then approached us and engaged in a pushy, over four-hour sales pitch, making intrusive comments about our finances and my jewelry. Given my husband's medical condition and our reduced income, we cannot afford the associated costs.Considering our financial situation and current challenges, we request the cancellation of our timeshare agreement and a refund of any monies paid.Sincerely,****** and ***********************

  Business Response

  Date: 08/29/2024

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by *** and ***************** (Owners). We appreciate the opportunity to respond to the concerns set forth therein.
  Our records confirm that Owners were invited to attend the Company's timeshare sales presentation through the Company's marketing promotion. In exchange for their attendance, Owners would receive (i)$100 IHG Rebate certificate, and (ii) $199 cash gift at the conclusion of the presentation. Owners attended the Company's timeshare sales presentation on July 18, 2017, and at the conclusion of the same, they elected to purchase an annual undivided interest at the ********************************* located in **********, ******* (the Ownership). The Ownership entitles Owners to ****** points per annum in the Companys points-based exchange program, the Holiday ****************
  Timeshare Presentation. Owners claim they were approached by multiple sales team members and were pushed into purchasing the Ownership.  Please note that our sales consultants do not push, or otherwise force, anyone to purchase our product.  Owners were under no obligation to either attend a sales presentation or to purchase a timeshare ownership from the Company, and they were welcome to leave the sales center without making a purchase just as many other prospective purchasers do each day.   
  Owners also express dissatisfaction with the length of the Companys timeshare presentation. Firstly, the duration of our presentation is approximately two (2) hours for new owners, the actual duration of which will depend on a prospective purchasers level of interest and questions asked. At the conclusion of the sales presentation, the prospective purchaser is asked whether he or she would like to make a purchase. Those wanting to purchase then select inventory and thereafter the contract documentation is prepared for the prospective purchasers review and execution. In addition, any incentives offered to prospective purchasers in exchange for their attendance at the sales presentation are provided at this time. Each of these factors accounts for any additional time Owners spent at the sales center in connection with their purchase. 
  At the conclusion of the presentation, the sales consultant makes a purchase recommendation. To the extent a prospective purchaser objects to the purchase on the basis of price, the sales consultant will notify the sales manager who will attempt to locate inventory having a lower purchase price or more favorable financing terms.  It is ultimately up to the prospective purchasers to determine if the offers presented constitute good offers at the right price and prospective purchasers are welcome to decline all offers presented to them. Ultimately, Owners affirmatively advised our sales consultant that they wanted to consummate their purchase. After agreeing to purchase, Owners were required to meet with a ***************** Officer to review the contract documentation and the details of their purchase to ensure that they had a full understanding of the terms and conditions associated with the Ownership. Owners 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 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.
  Purchase Urgency. Owners further claim that they were advised that the offers presented would not be available at a later date. Please be advised that the Companys inventory changes on a daily basis. As such, if a prospective purchaser is interested in a particular piece of inventory, we cannot guarantee that it will be available for purchase at a later date. Similarly, many of the offers presented during the sales presentation are offered as on-tour incentives, and we do not guarantee that the same pricing will be offered at a later date, which is what Owners were told at the time of purchase.
  Club Benefits / Inventory. Owners state that they notified our sales team that "the cost of the largest unit was beyond" their means. On the date of sale, Owners were shown model standard and/or Signature Collection units representing the type of inventory the Company has available for owner usage. Please note that depending on resort locations, unit size and season, many of our resorts rent for more than $400 per night, whereas our owners are able to secure those same reservations utilizing Club points, which Club points are replenished into their accounts each year. Owners may utilize their Club points to book accommodations in any available unit at any resort (whether Standard or Signature Collection) at any time of the year as long as they have the requisite number of Club points for the desired reservation and book within their applicable booking window. On the date of sale, Owners were provided a Member Guide which clearly discloses the number of Club points required to book reservations at each resort, broken down by resort, season, day of the week,unit type (Standard or Signature) and unit size, all of which factors into the number of Club points required to secure a reservation. 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.
  Owners also state that they notified our sales team about their occasional visits to ****** and their typical one-week vacations. Please be advised that Club points may be utilized towards (i) reservations in any available unit at any of the Companys thirty (30) resort locations, (ii)reservations at thousands of resorts worldwide through the Companys exchange affiliate, RCI, (iii) reservations at thousands of hotels worldwide through the Companys strategic alliance with IHG, and (iv) discounts on airfare, car rentals, cruises, and more, through the ********************** program. Effective as of January 1, 2022, ****** resorts are no longer affiliated with RCI, as ****** changed its affiliation to ********************** ("II").  To obtain access to IIs exchange network, own inventory tied to a resort affiliated with II. Only four (4) of the Companys resorts are affiliated with II: ***********************************************************************************************************************************************************************. Accordingly,prospective purchasers who express interest in having access to the II exchange network are presented with inventory that will afford them such access. When Owners purchased the Ownership, they executed the purchase documentation affording them inventory at the ********** Resort and which provides them with access to RCI as their exchange affiliate. Therefore, because Owners do not have inventory tied to to one of II's affiliated resorts listed above, they do not currently have access to ******'s resort locations. Upon review of Owners use history, we find that Owners booked one (1) reservation under the Ownership; however, our records show Owners never appeared to check in to the reservation. It should be noted that the reservation was for thirteen (13) nights;therefore, Owners successfully booked a reservation for longer than a week stay. Notwithstanding the foregoing, we remind Owners that the Company has a team of dedicated Vacation Counselors available to assist owners with account inquiries and reservation requests. If Owners require assistance in that regard, we encourage them to contact a Vacation Counselor at ************.Please note however, that Owners account is currently subject to use restriction for non-payment such that Owners will be unable to utilize their Club points to secure reservations until they bring their account current.
  Buy-Back.Owners claim that our sales consultant promised that the Company would buy back their Ownership if they no longer desired the same. We dispute this claim.Please note that the Company does not currently, nor has it ever, offered buy-back and/or resale services. And while Owners may opt to sell or transfer the Ownership to a bona fide third party in accordance with the Companys transfer requirements, and subject to any mortgage(s) placed on the property,the Company does not offer resale services to assist Owners in this regard and we do not advise prospective purchasers to the contrary.
  Cancelation.Owners request cancelation of the Ownership and a refund of monies paid. 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 financial obligations owed to the Company. And while we are sympathetic to Ownershardships, the same does not absolve Owners of their contractual obligations. As such, Owners are not entitled to, or otherwise eligible for, contract cancelation or a refund of monies paid. We therefore respectfully decline Ownersrequest for the same.
  Ownersaccount is currently delinquent. 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
  
  *****************************
  Legal Administrative Assistant, ******************

  Customer Answer

  Date: 09/09/2024

  Hope this helps to bring awareness of Holiday Inn Club Vacations unfare practice.

  Customer Answer

  Date: 09/10/2024

  Hope this helps to bring awareness of Holiday Inn Club Vacations unfare practice.

  Business Response

  Date: 09/13/2024

  We have received the rebuttal complaint filed by *** and Mrs. ****** (Owners). We have reviewed each of their allegations and previously responded with specificity addressing each of the issues raised in their complaint.
  Upon receipt of Owners rebuttal, we again conducted a thorough investigation of their account and re-verified that Owners received all requisite disclosures required under applicable law at the time of purchase, including instructions on how to timely request cancelation of their contract within the statutory rescission period. As no new information has been presented warranting account cancelation, we stand by our initial response and our position remains unchanged.
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  ***** *********
  Legal Administrative Assistant, ******************

  Customer Answer

  Date: 09/17/2024

  Nothing new from them. I talk to one of their collection people and told them the same story so they claim they are going to foreclose but they have said the same thing for over a year. To which I have responded several times do what you got to do.  But they still haven't. They have no compassion and as a company lack the ability to tell the truth at the time of sale and throughout this whole matter. I highly recommend to other buyers beware doing business with them. They will tell you many things to get you to sign the dotted line. But it is only a deception and I our case it be a series of mistruths and lies.  I am finished with them foreclose not foreclose at this tome I truly don't care about them. I have lost only the monies I have already gave them, on something I have never  used or will ever in the future, due to health reasons. 

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22076709
  
  I am rejecting this response because:

  Nothing new from them. I talk to one of their collection people and told them the same story so they claim they are going to foreclose but they have said the same thing for over a year. To which I have responded several times do what you got to do.  But they still haven't. They have no compassion and as a company lack the ability to tell the truth at the time of sale and throughout this whole matter. I highly recommend to other buyers beware doing business with them. They will tell you many things to get you to sign the dotted line. But it is only a deception and I our case it be a series of mistruths and lies.  I am finished with them foreclose not foreclose at this tome I truly don't care about them. I have lost only the monies I have already gave them, on something I have never  used or will ever in the future, due to health reasons. 
  
  Sincerely,
  
  ****** And ***** ******

  Business Response

  Date: 09/18/2024

  We have received the second rebuttal complaint filed by *** and Mrs. ****** (Owners). We have reviewed each of their allegations and previously responded with specificity addressing each of the issues raised in their complaints. As no new information has been presented warranting account cancelation, we stand by our responses and our position remains unchanged.
  Furthermore, the contract documentation executed by Owners in connection with their purchase of the Ownership grants the Company the right, but not the obligation, to foreclosure upon the Ownership at the Companys discretion.  We have notified Owners that extended delinquencies may ultimately result in foreclosure and that any such foreclosure may result in substantial harm to their credit.  If Owners would like to avoid a foreclosure, they will be required to bring their account current, and they may do so by contacting our ************************************* at *************. 
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  ***** *********
  Legal Administrative Assistant, ******************

• Initial Complaint

  Date:07/31/2024

  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.

  To whom it may concern,I am writing to request the immediate cancellation of my timeshare contract. I am extremely disappointed with the experience and believe that the contract was signed under deceptive and high-pressure sales tactics.During the sales presentation, we were promised numerous benefits, including the ability to trade our timeshare for luxury accommodations and the option to restructure our contract through an upgrade. These promises have proven to be misleading.Our interactions with ********************************* were particularly concerning, as he used high-pressure tactics and even suggested securing a bank loan to finance the upgrade despite our financial concerns. The accommodations we have experienced are far from the luxurious standards promised.Given the misrepresentation and manipulation involved, I request the full cancellation of our timeshare contract and all associated financial obligations.Sincerely,***** and ***************************************

  Business Response

  Date: 08/29/2024

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by *** and *********************** (Owners). We appreciate the opportunity to respond to the concerns set forth therein.
  Our records show that Owners first purchase transaction with the Company was in June 2005. Since then, Owners have entered into four (4) purchase transactions with the Company, and they currently own one (1) annual interest in the Orange Lake Land Trust (the Active Ownership). The Active Ownership entitles Owners to ******* points per annum in the Companys points-based exchange program, the Holiday ******** (Club).
  Pressure. Owners claim that they were pressured to purchase the Active Ownership by *****************************. They further claim that ************** suggested securing alternate financing through their personal bank. Firstly, please note that financial discussions are handled by a Sales consultant and a Sales Manager, neither of which were **************. **************** role did not include participation in the sales presentation nor providing Owners with financial recommendations. Secondly, 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, coerce,or otherwise force prospective purchasers to purchase timeshare interests, nor do they prevent prospective purchasers from leaving the sales center without making a purchase. Additionally, our sales consultants do not opine on a particular prospective purchasers ability to obtain a personal loan as a persons ability to secure alternate financing through a third-party depends upon a multitude of factors including a persons credit history, the lenders requirements, and the lending climate at the time the loan is applied for. Our sales consultants are aware of this fact and as such, do not opine on or guarantee a persons ability to obtain alternate financing. If Owners did not believe that the Active Ownership constituted a good purchase at the right price, they were under no obligation to consummate the purchase and were 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, just as the Owners themselves have done on two (2) occasions.
  Purchase Option /Benefits. Owners claim they were misled regarding the benefits they were promised. Firstly, please note that Owners can utilize Club points to secure (i) reservations at any of the Companys thirty (30) resort locations, (ii) reservations at thousands of ***************************** (IHG) branded hotels and resorts worldwide through the Companys affiliation with IHG, (iii) reservations at thousands of resorts worldwide through the Companys exchange affiliate, RCI, and (iv) discounts on airfare,car rentals, cruises, and more, through the ********************** program. 
  Secondly, please note that Owners have attended seven (7) Company-sponsored timeshare sales presentations. On each occasion, Owners met with a sales consultant who asked if their current ownership portfolio was meeting their vacation needs. Based on Ownersresponse, the sales consultant offered Owners the opportunity to augment their ownership portfolio. Please note that our sales consultants will offer a variety of inventory to prospective purchasers with varying degree of benefits associated therewith. Ultimately, Owners are under no obligation to augment their ownership portfolio and are welcome to decline any offers presented to them,just as they have done on two (2) occasions.  With Owners purchase of the Active Ownership, they increased their point allocation from ******* Club points per annum (i.e. Preferred Platinum membership level) to ******* Club points per annum (i.e., Premier Platinum membership level). As a Premier Platinum member in the Club, Owners are entitled to additional benefits such as, advanced booking window discounts, seven (7) complimentary nights per year,four (4) reservation upgrades per year, ten percent (10%) Signature Collection reservation discounts, and more.
  Upon review of Owners use history, we find that they have (i) completed nineteen (19)reservations, (ii) utilized their complimentary nights benefit, and (iii)utilized Club points towards IHG, and RCI. In addition, please note out of the nineteen (19) reservations,three (3) were booked within Signature Collection units, and as such, Owners were able to obtain reservations within our luxurious Signature Collection units. We therefore find that Owners have extensively utilized their Club points and membership level status to obtain benefit from the Companys program.  Notwithstanding the foregoing, to the extent Owners are experiencing difficulty securing reservations, we encourage them to contact a Club Counselor at **************, who will be happy to assist in that regard.It should be noted, however, that Owners account is currently subject to use restriction as a result of the delinquencies thereunder. As such, Owners will be unable to secure reservations under their account until they bring their account current.
  Cancelation.Owners request cancelation of the Active Ownership. We are unable to substantiate Owners claims of wrongdoing in connection with their purchase of the Active Ownership. Also, our records show that the applicable rescission period has expired, and that Owners have outstanding financial obligations owed to the Company. And while we are sympathetic to Owners hardships, the same does not absolve Owners of their contractual obligations. Based on the foregoing, Owners are not entitled to, or otherwise eligible for, contract cancelation. We therefore respectfully decline Owners request for the same.
  Ownersaccount is currently delinquent. 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 bringing and maintaining their account current.
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  *****************************
  Legal Administrative Assistant, ******************

• Initial Complaint

  Date:07/29/2024

  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.

  We were told we could vacation anytime we wanted; however, when we were ready to book, there was no availability. The meeting was only supposed to last two hours, but it lasted five to six hours instead. I wanted to leave, but we felt like they had my husband and me in a knot. We were able to go on two trips, and on both trips, we were harassed into upgrading to more points. We explained that we couldnt afford the upgrade and that we couldnt afford the points they already had. Our room in ********* had a broken microwave, and the refrigerator didnt get cold the whole time we were there. I mentioned to the timeshare salespeople that my husband has cancer, but they still piled on the pressure to buy. All they wanted was our money, even after we explained our financial situation to them. They call me so much to the point where we felt harassed, and now we are getting threats about sending our information to the credit bureaus. This has to stop now! I want to cancel my ownership.

  Business Response

  Date: 09/06/2024

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by ********************* (Owner). We appreciate the opportunity to respond to the concerns set forth therein.
  Owner entered into her first transaction with the Company on June 27, 2018, at which time she purchased an annual standard beneficial interest in the Orange Lake Land Trust (the Initial Ownership). The Initial Ownership entitled her to ****** points per annum in the Companys points-based exchange program, the Holiday **************** Thereafter, on August 19, 2023, Owner elected to trade-in the Initial Ownership towards the purchase of an annual standard beneficial interest in the Orange Lake Land Trust (the Upgrade Ownership), entitling her to ****** Club points per annum. Owner may utilize Club points to secure (i)reservations at any of the Companys thirty (30) resort locations, (ii)reservations at thousands of ***************************** (IHG) branded hotels and resorts worldwide through the Companys affiliation with IHG, (iii)reservations at thousands of resorts worldwide through the Companys exchange affiliate, RCI, and (iv) discounts on airfare, car rentals, cruises, and more,through the ********************** program.
  Marketing Promotion / Pressure. ***** claims that she attended the Companys timeshare presentations while on vacation. 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,while it is the case that the Companys sales consultants are enthusiastic about vacation ownership, they do not force or otherwise pressure prospective purchasers into purchasing timeshare interests. Nor do they prevent prospective purchasers from leaving the sales center without making purchases. Our sales consultants also fully and accurately present the financial terms and conditions of a purchase to prospective purchasers, but do not speculate on affordability as that is for the prospective purchaser to determine based on his or her circumstances. If Owner did not believe the offers presented were good purchases at the right price, she was welcome to decline the same, just as Owner did during a June 2019 presentation. In addition, at the time of each purchase, Owner was asked to execute a Sales Pre-Confirmation Checklist and to identify her primary reasons for purchase thereon. For the Initial Ownership, Owner listed vacation, locations, and family fun. For the Upgrade Ownership, Owner listed vacationing with family, save money, and have lots of fun with the family. As such, we dispute Owners assertions that she was pressured into purchasing timeshare interests that she did not want.
  Duration.Owner claims that the Companys timeshare presentation lasted five to six hours. Please note that the duration of the Companys presentations are approximately two (2) hours for new owners and one (1) hour for existing owners. However, the actual duration will depend on a prospective purchasers level of interest and questions asked. At the conclusion of the sales presentation, the prospective purchaser is asked whether he or she would like to make a purchase. Those wanting to purchase then select inventory and thereafter the contract documentation is prepared for the prospective purchasers review and execution. In addition, any incentives offered to prospective purchasers in exchange for their attendance at the sales presentation are provided at this time. Each of these factors accounts for any additional time Owner spent at the sales center in connection with her purchases. 
  Availability.Owner claims that she has experienced difficulty in booking reservations. Please note that it was fully disclosed to Owner at the time of each purchase that all reservations are subject to availability and that if Owner is not able to secure her first vacation choice, an alternate choice may be required to confirm a reservation. It was also fully disclosed to Owner that it is recommended that owners request reservations as early as their booking windows allow in order to maximize their chances of securing their desired reservations during desired dates, especially peak travel seasons.
  Upon review of Owners use history, we find that she has completed three (3) Club reservations and utilized RCI. Notwithstanding the same, to the extent Owner requires assistance with utilizing her Club points, we encourage her to contact a Vacation Counselor at **************, who will be happy to assist in that regard. It should be noted, however, that because Owners account is currently delinquent,her account is subject to use restriction and Owner will be unable to secure reservations until such time she brings her account current.
  Accommodations.Owner also expresses dissatisfaction with the accommodations she received. Our records confirm that Owner previously vacationed at the ******************** Resort located in *********, ****** in August 2019, at which time she expressed concerns regarding her accommodations. We sincerely apologize to Owner to the extent that the Company failed to meet her expectations in this regard. Please note that it is our top priority to assure that our resorts and units are in quality condition for our guests. If ever there is an area that is not to the quality standard we strive to provide, once brought to our attention, we endeavor to correct the areas that need improvement right away. We recognize that this was not Owners experience, which we believe to be an aberration and not indicative for how each resort is maintained on a regular basis.
  Credit / Collections. Owner expresses concern with regard to the Companys credit reporting. Please be advised that the Company is required to accurately report delinquencies to Experian. Our records reflect that Owner has not remitted any payments towards her account since November 2023. We have,therefore, reported the delinquencies thereunder. Furthermore, it is true that we have attempted to contact Owner on several occasions to discuss her account status and to provide her with options that may assist her with bringing her account current. However, Owner has not been responsive to our attempts to assist her in this manner. We encourage Owner to contact our ************************************* at ************** to ascertain whether any payment arrangements can be made to assist Owner with bringing her account current.Extended delinquencies may ultimately lead to foreclosure which may negatively impact Owners credit.
  Cancelation / Refund. Owner requests that the Company cancel the Upgrade Ownership and issue a refund of monies paid toward the same. We are unable to substantiate Owners claims of wrongdoing in connection with her purchase of the Upgrade Ownership. Also, our records show that the applicable rescission period has expired, and that Owner has outstanding financial obligations owed to the Company. And while we are sympathetic to Owners hardships, the same does not absolve Owner of her contractual obligations. As such, Owner is not entitled to, or otherwise eligible for, contract cancelation or a refund. We therefore respectfully decline Owners request for the same.
  Sincerely,
  
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  *********************************
  Paralegal,Legal Services

• Initial Complaint

  Date:07/26/2024

  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.

  We feel as though all of our concerns and issues fell on deaf ears with our first outreach and we were flat-out denied any relief from this financial stressor that we are not getting any use out of. We have not been treated well as customers who have paid thousands and thousands of dollars towards a company with absolutely nothing to show for it. Not only that, but we are still extremely upset with the fact that during the pandemic we were never refunded for the money we paid toward trip fees when our vacation was canceled when traveling was halted.we are not accepting this and are again requesting to be released from this timeshare contract and all financial obligations associated with Holiday Inn. It is direly urgent that this huge stressor be taken care of sooner rather than later due to the heavy impact this is causing to our lives along with our families. Please, cancel this contract and confirm the cancellation with some sort of written documentation.

  Business Response

  Date: 08/22/2024

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by ************************ (Owner).We appreciate the opportunity to respond to the concerns set forth therein.
  Our records reflect that on October 27, 2018, Owner attended the Companys timeshare sales presentation and elected to purchase an annual standard beneficial interest in the Orange Lake Land Trust (the Ownership). The Ownership entitles her to ****** points every year in the Companys points-based exchange program, the Holiday **************** Owner can utilize Club points to secure (i) reservations at any of the Companys thirty (30)resort locations, (ii) reservations at thousands of ***************************** (IHG) branded hotels and resorts worldwide through the Companys affiliation with IHG, (iii) reservations at thousands of resorts worldwide through the Companys exchange affiliate, RCI, and (iv) discounts on airfare,car rentals, cruises, and more, through the ********************** program.
  Owner expresses dissatisfaction that she was not provided with a refund for fees related to her reservation. Upon review of our account, we see that Owner booked one (1) reservation in February 2020 at our ************************************* located in ***********, *******. At the time of booking the reservation, Owner (i) was reminded of the Companys cancelation policy, (ii) paid a nonrefundable $64 reservation fee to secure the reservation, (iii) utilized ****** Club points to book her reservation, and (iv) was offered the option to pay a POINTShield fee in order to protect her from losing their Club points if she elected to cancel her reservation, which Owner declined such option. Later in May 2020, Owner contacted the Company to cancel her reservation. At that time, Owner was reimbursed 50% of the Club points she utilized to book the reservation. While we understand Owners dissatisfaction with the same, we remind Owner that she received full disclosure of the Companys cancelation policy at the time of sale and during booking. Additionally, Owner also received full disclosure that the reservation fees are non-refundable. Moreover, in recognition that many owners were reluctant to travel as a result of the pandemic, the Company extended the expiration dates of 2019 and 2020 Club points and deposited an additional ****** Club points in the accounts of all owners at the Traditional membership level, including Owners account. Owner, however, elected to forego use of the additional Club points allotted to her and they have since expired. Notwithstanding the foregoing, we find that Owner has not made any additional reservations, nor contacted the Company for assistance in that regard. To the extent Owner requires assistance with utilizing her Club points, we encourage her to contact a Vacation Counselor at **************, who will be happy to assist in that regard.
  Owner claims that she previously requested cancelation of the Ownership and was denied. Our records show that Owner first requested cancelation in 2020, at which time our ******************* advised that she could (i) gift the Ownership to friends or family, (ii) sell the Ownership independently subject to the Companys transfer requirements, or (iii) surrender the Ownership back to the Company via the Companys Horizons Program, subject to the programs terms and conditions. Thereafter, the Company received several letters from Owner and our *************************** mailed two (2) written responses denying her cancelation request based on her outstanding financial obligations.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. And while we are sympathetic to Owners hardships, the same does not absolve Owner of her contractual obligations.
  As such, 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 Companys ******************* 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.  Because Owner has outstanding mortgage obligations owed to the Company, her account is not eligible for cancelation through the Horizons Program at this time. 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 www.orangelake.com/horizons.
  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
  
  *********************************
  Paralegal,Legal Services

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22048247
  
  I am rejecting this response because the reason I canceled my trip was the ***** pandemic which I got in April 2020 and had for 3 months. No one could have predicted that that would happen. They gave me points that were unusable. Any mortgage has the option to go into foreclosure. It is unacceptable and a bad business practice that this company won't release me from this obligation. In the 6 years I have been paying for these points, I have not one time used it. I respectfully and firmly disagree and do not accept this resolution. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/06/2024

  We have received the rebuttal complaint filed by ************************ (Owner).
  Owner insists that her Club points are unusable. Please note that timeshares are use-based products, the value of which is derived from the use thereof, and Owner was advised of the same at the time of purchase. 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.
  Furthermore,the contract documentation executed by Owner in connection with her purchase of the Ownership grants the Company the right, but not the obligation, to foreclosure upon the Ownership at the Companys discretion. Extended delinquencies may ultimately result in foreclosure and any such foreclosure may result in substantial harm to Owners credit. If Owner would like to avoid a foreclosure, she will be required to maintain her account current.
  We have reviewed the allegations set forth in Owners initial complaint and we previously responded to each with specificity. As no information has been presented warranting account cancelation, we stand by our previous response and affirm that Owner is not entitled to, or otherwise eligible for, cancelation and we respectfully decline her request for the same.
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  *********************************
  Paralegal,Legal Services

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22048247
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/26/2024

  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.

  VIP Guest Number: YEX0002407948 I recently received your email informing me about the cancellation of my upcoming tour at the Holiday Inn Club Vacations **************************************** due to the necessary repairs following Hurricane *****. While I understand the need for safety and the reasons for the temporary closure, this cancellation has caused significant inconvenience and financial impact. I have already booked non-refundable flight tickets and car rental for this trip.Given these circumstances, I kindly request compensation for the costs incurred due to this cancellation. Specifically, I am seeking reimbursement for my non-refundable flight tickets and car rental. Alternatively, I would appreciate it if you could arrange accommodations for us at a nearby hotel at no additional cost.I look forward to your prompt response and a satisfactory resolution to this matter. Thank you for your understanding and assistance.

  Customer Answer

  Date: 07/26/2024

  AUTHORIZATION FORM
  
  CASE#: 22046931
  BUSINESSS: Holiday Inn Club Vacations Incorporated
  CONSUMER: Shaojie Ye
  
  
  I, _____Shaojie Ye____________________ hereby authorize that the complaint received by Better Business Bureau has been submitted by the individual(s) that entered into a marketplace relationship with Holiday Inn Club Vacations Incorporated.
  
  
  Further, I am representing that the complaint is a truthful account of my experience with Holiday Inn Club Vacations Incorporated
  
  Date of original purchase:______9/22/23_______________
  
  Dates of any additional purchases:________6/9/24________________
  
  Signed: ______Shaojie Ye__________________
  
  
  Date: _____2024/07/26_____________________
  
  Phone Number: _______**********___________________

  Customer Answer

  Date: 07/31/2024

  attached form

  Business Response

  Date: 08/23/2024

  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: 08/23/2024

   
  Complaint: 22046931
  
  I am rejecting this response because:

  Dear ********,
  Thank you for your response and the goodwill gesture of ****** IHG One Reward points. I appreciate the acknowledgment of the inconvenience caused by the cancellation of my reservation due to Hurricane *****.
  However, I would like to highlight that my total expenses for the canceled trip amount to approximately $596.12, which includes airfare of $250.95 + $134.95, car rental of $210.22. Given that IHG points are typically valued at approximately 0.5 cents per point, the ****** points offered would cover only a portion of these costs.
  In light of the significant disruption to my travel plans and the financial impact I have incurred, I kindly request that the points offered be increased to something like ******* IHG One Reward points. This would more fairly compensate for the costs and inconvenience experienced.
  Additionally, I would like to request a one-year extension of the Packages validity. As I will be out of the ************* for several months, the current six-month extension may not provide sufficient time for me to utilize the Package.
  I appreciate your consideration of these requests and look forward to your response.
  

  Sincerely,
  
  Shaojie Ye

  Business Response

  Date: 09/03/2024

  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: 09/15/2024

   
  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:07/25/2024

  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.

  Virtually the same complaint as in BBB cases ******** (06/03/2024) and ******** (04/25/2024) under Holiday Inn Club Vacations Incorporated.I was1.Told twice during the call on I would get a FULL REFUND if I canceled within three days. Salesperson emphasized call was recorded. Call took place on 20 May 2024.2.Called to cancel on 22 May. Told to email my request to ************************************************* which I did.3.Got an immediate reply denying request. Clearly, they hadnt reviewed tape.4.Called **************** on 22 May. Spoke w *********************** ****************************************** who noted I had been promised a refund and said she would submit a refund on my behalf.5.Received immediate follow-up email from someone else denying the refund.6.Went through credit card company. IHG responded with some red ******* form letter about package rules but never produced the taped recording of the sales pitch.Seems like predatory business practices. I am wondering if this is worth investigating as a class-action lawsuit.Im in the military and dont have $249 to lose. I expect a full refund and to be compensated for this hassle with points added to my IHG One Rewards Account - *************** Name: *********************** Getaway ID: ************* Thank you BBB for your time.

  Business Response

  Date: 08/29/2024

  August 29, 2024
  

  VIA BBB Portal   
  
  RE:     ***********************
  Case # ******** (Complaint)
  Mini-Vac # OSG0003068181 (Package)
  
  Dear ***************************: 
  
  We have received and reviewed the stated concerns as detailed in the Complaint referenced above. 
  
  Our top priority is to assure that prospective purchasers are well informed about the terms of their purchases of vacation packages offered by 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.
  
  We have decided, in the best interest of good customer service, to ***************** request for cancellation of the Package purchased on May 20,2024.  Following this cancellation, **************** will no longer be entitled to the benefits associated with the Package. We however respectfully decline Mr. ******* request for IHG One Reward points.
  
  We have submitted a request for $249 to be credited the Mastercard credit card used for the purchase. Please note that the normal processing time for **************** to access the credit is approximately fifteen (15) business days from the date hereof.  We suggest **************** contact his banking institution should he have any additional questions related to when the credit will be reflected on his statement.
  
  Sincerely,
  /s/ ***********************
  ***********************
  Manager-Paralegal
  Holiday Inn Club Vacations Incorporated
  

  Customer Answer

  Date: 09/05/2024

  Better Business Bureau (complaint ID *********:
  

  Thank you, BBB!  Without your leverage, corporations wouldnt be incentivized to comply with their own fair-business policies, and I doubt I would be getting a refund.    
  
  IHG/Holiday Inn Club Vacations Incorporated, I enjoy your hotels, but its disappointing to have been misled and then gas lite when I contacted the company directly.   I hope the company will change their practices. Collectively, were getting tired of this.     
  
  Thank you to all parties for this successful conclusion.     
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/24/2024

  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.

  To whom it may concern This letter is to demand that Holiday Inn Club Vacations cancel our timeshare contract immediately.We sent out a letter back in January to which we never got a response from.Typical considering every attempt to communicate with this company has never resulted in an actual resolution. Not only have your sales representatives lied to my family and I, but we were pressured into signing a contract that we didn't really understand. The process was rushed and a lot of information was omitted to make the sale.We were told that this was an investment property and we could easily sell it off on the private market if we wished. Another lie. Every time we stayed, we were forced to go to another owners meeting that was yet another sales meeting to try and get more money out of us. During one of our meetings, we were convinced to upgrade by ***** and finalized the sale with ***********************. Whenever we did book a stay, even though we used our points it never completely covered the cost of our stay and we always had to pay extra. This is ridiculous.The lies that were told during the sale are immoral and should be illegal. As mentioned before, we demand that this contract be canceled immediately.******* & *******************************

  Business Response

  Date: 08/29/2024

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by *** and *********************** (Owners). We appreciate the opportunity to respond to the concerns set forth therein.
  Owners entered into their first transaction with the Company on April 30, 2017, at which time they purchased an annual timeshare interest at the Orange Lake Resort located in *********, ******* (the Initial Ownership). The Initial Ownership entitled them to ****** points per annum in the Companys points-based exchange program, the Holiday **************** Thereafter, on December 3, 2019, Owners elected to trade-in the Initial Ownership towards the purchase of an annual Signature beneficial interest in the Orange Lake Land Trust (the Upgrade Ownership), entitling them to ****** ************** points per annum. Owner may utilize Club points to secure (i) reservations at any of the Companys thirty (30) resort locations, (ii) reservations at thousands of ***************************** (IHG) branded hotels and resorts worldwide through the Companys affiliation with IHG, (iii) reservations at thousands of resorts worldwide through the Companys exchange affiliate, RCI, and (iv)discounts on airfare, car rentals, cruises, and more, through the ********************** program.
  Marketing Promotions. Owners claim that they were required to attend the Companys timeshare presentations while on vacation. 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.Owners are under no obligation to participate in the ****************** promotions and are welcome to decline any invitations extended to them in connection therewith.
  Pressure.Owners claim that they were pressured and misled to enter into their purchases with the Company. We dispute Owners characterization of the Companys timeshare presentation as pressured. Please note that our sales consultants are enthusiastic about vacation ownership and the benefits afforded through our Club. They make suggestions to prospective purchasers regarding how vacation ownership might be of interest to them. They do not, however, force or mislead prospective purchasers to purchase timeshare interests or owners to augment their ownership portfolios. If Owners did not believe that their purchases constituted good purchases at the right price, they were under no obligation to consummate the purchases and were welcome to leave the sales center without making a purchase, just as many other prospective purchasers do each day. In addition, at the time of each purchase, Owners were asked to execute a Sales Pre-Confirmation Checklist and to identify their primary reasons for purchase thereon. For the Initial Ownership, Owners listed experience more places, more memories, and to have fun. For the Upgrade Ownership, Owners listed future plans, cost efficient, and more points. As such, we dispute Ownersassertions that they were pressured into purchasing timeshare interests that they did not want.
  Contract Execution. Owners claim that they were rushed to enter into their purchase(s). Please be advised that all prospective purchasers meet with a ***************** Officer (***) to review the terms and conditions of purchase. The *** then assists the prospective purchaser with the proper executed of the contract documentation. At the time of each purchase, the *** allowed Owners as much time as they desired to review the contract documentation and to raise any questions regarding their purchases. Owners were handed each document and controlled the pace by which they reviewed and executed the same. If Owners required additional clarification or additional time for execution, they were welcome to ask questions or to take as much time as they wanted to review the documentation prior to execution. If Owners had advised the *** at the time of contract execution that they did not understand the terms of each respective purchase, the *** would have halted the sale to address any concerns and/or inquiries. To the contrary, Owners proceeded with executing the required purchase documentation to complete their purchases and affirmatively advised the *** that they (i) understood the terms of their purchases, and (ii) were making an informed buying decision. Owners were also afforded the rescission period by which they could have further reviewed their purchase documentation and to cancel each respective purchase within the statutory timeframe.
  Investment / Resale. Owners claim that the Upgrade Ownership was presented as an investment. We dispute this claim. Please be advised that the Company does not promote its timeshares as income generators and/or financial investments for profit. Timeshares are use-based products, the value of which is derived from the use thereof, and Owners were advised of the same at the time of the purchase. Owners executed the Owner Clarification Form at the time of purchase and initialed the provision that provided the timeshare interest is being purchased for personal use and enjoyment and that you are not purchasing with an expectation of receiving any tax benefit or income from rental or profit from the resale of your Timeshare Interest. And while Owners may opt to sell or transfer the Upgrade Ownership to a bona fide third party in accordance with the Companys transfer requirements, and subject to any mortgage(s) placed on the property, the Company does not offer resale services to assist owners in this regard and we do not advise prospective purchasers to the contrary.
  Fees.Owners claim that upon utilizing their Club points, they were required to pay additional fees. Please be advised that all fees were disclosed to Owners at the time of purchase. The contract documentation executed by Owners and the Member Guide provided to Owners at the time of each purchase fully sets forth the exchange fees, reservation fees, Club membership fees and all other fees attributable to the use of their ownerships. We therefore dispute Owners'assertion to the contrary.
  Prior Correspondence. Owners claim that they previously contacted the Company contacted the Company requesting cancelation but did not receive a response. Our records confirm that the Company previously receive correspondence from Owners in January 2023; however, our records also show that our *************************** mailed a response to Owners attention. In connection therewith, Owners cancelation request was denied. Owners, however,restate their request for cancelation of the Upgrade Ownership.
  We are unable to substantiate Owners claims of wrongdoing in connection with their purchase of the Upgrade Ownership. Also, our records show that the applicable rescission period has expired, and that Owners have outstanding financial obligations owed to the Company. As such, Owners are not entitled to,or otherwise eligible for, contract cancelation. We therefore respectfully decline Owners request for the same.
  Ownersaccount is delinquent. 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 bringing and maintaining their account current.
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  *********************************
  Paralegal,Legal Services

  Customer Answer

  Date: 09/03/2024

   
  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:07/18/2024

  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.

  On May 17, 2023 I was contacted by Holiday ******** Vacation with an offer of 4 days/3nights for $299. During the call I was told i would be "offered" (and not mandated/required) the option to participate in the sales presentation at the location of my choice (I chose Orlando) in exchange for additional IHG points or some cash back (I believe it was $100 cash). I told the sales person that I needed to consult with my wife regarding the purchase. The sales person said it was not a problem and that, once I made the payment (it was a Friday) I could call back on Monday and explain that my wife did not agree to the purchase the company would refund the money. Based on that statement I decided to accept the charge of $299. Upon making the payment, I was told the meeting was mandatory and that both of us would need to be present, otherwise I would be charged the regular rate (which I believe was 3 times the amount I was paying). I told the person my wife would never agree to sitting in another 1.5h-2h timeshare pitch to which the person repeated that I can call on Monday to request the refund. The person also mentioned (after I paid) that the payment was non-refundable but that they may respect the refund request on Monday.I tried contacting the company, I used a refund / cancellation link in the email I received but my requests have been denied.I am very frustrated by the information provided prior to the payment, very, very misleading practices) - bait and switch tactics without any recourse for the customer once the payment is made. I was not offered to see the contract or read through it prior to making the payment - otherwise I would have never agreed to the charge.I tried disputing the charge with my credit card company but it was declined due to the contract stating that the payment was non-refundable.

  Business Response

  Date: 08/09/2024

  BBB Case # ******** (the Complaint)

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

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

  The Company has contacted ************************ regarding 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