Complaints

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

close

Find a Location

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

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Holiday Inn Club Vacations Incorporated

  9271 S John Young Pkwy Orlando, FL 32819-8607

  
• 

  Holiday Inn Club Vacations Incorporated

  1000 Shorewood Dr Cape Canaveral, FL 32920-2406

  
• 

  Sunset Cove Condominium Association of Marco Island, Inc.

  571 W Elkcam Cir Marco Island, FL 34145-2787

  
• 

  Holiday Inn Club Vacations Incorporated

  9026 Tropic Beach Dr Cape Canaveral, FL 32920-2430

  
• 

  Holiday Inn Club Vacations Galveston Beach Resort

  8350 Piney Shores Drive Conroe, TX 77304

  

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:06/12/2024

  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.

  Thank you. I will work on it.

  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 ****************** We appreciate the opportunity to respond to the concerns set forth therein.
  Owner entered his transaction with the Company on November 29, 2009, at which time he purchased an annual timeshare interest at the Orange Lake Resort located in *********, ******* (the Ownership). The Ownership entitles Owner to ****** points every odd year in the Companys points-based exchange program, the Holiday ******************************************** Owner claims that he previously contacted the Company to request cancelation, but the Company has been uncooperative. Our records show that Owner contacted our ******************* by completing a Horizons Program web form on September 29, 2021, requesting contract cancelation and demanding all communications to be via email. Please note a ******************* representative attempted to contact Owner via email on December ******. The email our ******************* sent to Owner disclosed that he 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 himself 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 the Company does allow owners who have satisfied their mortgage obligations and who are current on their maintenance and Club membership obligations the opportunity to surrender their ownerships to the Company, without refund,through the Companys Horizons Program.  Once Owner remits his outstanding balances and the Horizons fee, he may surrender the Ownership through the Companys Horizons Program. If Owner wishes to proceed in this regard, we encourage him to 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 him to contact the ********************************************** by calling **************,to ascertain what options may be available to him to assist him with maintaining his account current.

  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  ***** *********
  Legal Administrative Assistant, Paralegal Services

• Initial Complaint

  Date:06/11/2024

  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.

  I am writing to express my experience with our timeshare contract with Holiday Inn Club Vacations/ Orange Lake. Despite our best efforts to make the most of this purchase and use it for our vacation needs, we have consistently encountered a myriad of issues that have left us feeling misled and taken advantage of.To begin with, the points allocated to us were insufficient, making it impossible for us to use the timeshare when and where we wanted to. We were constantly required to buy extra points if we wanted to use it, which was not only frustrating but also a considerable financial burden. The limited availability of hotels associated with our timeshare meant that we had to pay additional money to stay at a hotel in the area.The sales representatives we encountered were rude and unhelpful. When we expressed our dissatisfaction with the product, they were pushy and insistent on trying to upsell us to more expensive options. It was clear that they cared more about making a sale than ensuring we were satisfied with the product we had purchased.Attempts to seek help from the company in resolving these issues have been met with a frustrating lack of support. We have tried to discuss the possibility of getting out of the contract, but have been met with little more than an unhelpful shrug. We have been told that we would have to pay additional money to get out of the contract or try to sell it to someone else, which is not an acceptable solution.Overall, our experience with this company has been nothing short of a nightmare. We feel unsupported and taken advantage of. It is important that this contract be terminated right away.

  Business Response

  Date: 07/12/2024

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by ************ (Owner). We appreciate the opportunity to respond to the concerns set forth therein.
  Our records show that on April 7, 2019, Owner purchased an annual standard beneficial timeshare interest in the Orange Lake Land Trust (the Ownership).The Ownership entitles Owner to ****** points per year in the Companys points-based exchange program, the Holiday ******** (Club).
  Club Points. Owner claims that ****** Club points are insufficient for booking vacations. This is untrue. Owner may utilize Club points to secure (i) reservations at any of the Companys thirty-one (31)resort locations, (ii) reservations at thousands of hotels worldwide through the Companys strategic alliance with IHG, and (iii) reservations at thousands of resorts worldwide through the Companys exchange affiliate, RCI. Owner may utilize her Club points to secure reservations in any available unit, at any of the Companys resort locations, during any season, for any length of time, provided that she has the requisite number of Club points for the desired reservation,and further provided that her account is current, which is what Owner was advised at the time of purchase.
  In addition, please note that ****** Club points are sufficient to secure week-long reservations at nineteen (19) of the Companys resort locations depending on unit size and season.  The Ownership also affords Owner access to RCIs vast resort network which has numerous vacation offerings that require the expenditure of less than ****** Club points as well as additional vacation opportunities through RCIs Last Call and Extra Vacations Programs. Please note that at the time of purchase,Owner was shown and provided with a Member Guide which clearly sets forth the exact number of Club points required to secure reservations at each of the Companys resort locations, broken down by resort, season, unit size, unit type and day of the week.  It should also be noted that owners who secure reservations in smaller units, travel in the off-season, avoid weekend and holiday travel, and/or seek reservations in standard inventory as opposed to the luxurious Signature Collection inventory,can extend the reach of their Club points. In addition, the Company offers members highly discounted rates on last minute travel through its MaxTime offers. Owner also expresses dissatisfaction with the availability of accommodations. Please be advised that it was fully disclosed to Owner at the time of purchase that all reservations, including accommodations made available through IHG and RCI, are subject to availability on a first-come, first-served basis and if Owner is not able to secure her first vacation choice, an alternate choice may be required to confirm a reservation.
  Upon review of our records, we find that Owner has only utilized her Club points towards RCI. We have no record of Owner buying, renting, or borrowing more Club points from the Company as she claims. Notwithstanding the foregoing, if Owner is experiencing difficulty securing reservations, we encourage her to contact a Vacation Counselor at **************, who will be happy to assist in that regard.
  Purchase Option. Owner claims that our sales consultants were pushyand insistent on her purchasing additional Club points. Firstly, while it is the case that the Companys sales consultants are enthusiastic about vacation ownership, they do not force prospective purchasers into purchasing timeshare interests or augmenting their ownership portfolio. Nor do they prevent prospective purchasers from leaving the sales center without making purchases.In fact, many prospective purchasers who attend the Companys timeshare presentations leave the sales center without making purchases. Secondly, our records show that after purchasing the Ownership, Owner attended an additional presentation in October 2020. At that time, Owner met with a sales consultant who asked if her current ownership was meeting her vacation needs. Based on Owners response, the sales consultant offered Owner the opportunity to expand her ownership portfolio. Owner, however, was under no obligation to purchase additional Club points from the Company and ultimately elected to forego purchasing at the conclusion of this presentation. Notwithstanding the same, we sincerely apologize to Owner to the extent she felt that the sales consultant was discourteous to her during the course of the sales presentation,as we certainly do not condone such behavior.
  Cancelation.Owner claims that she contacted the Company requesting cancelation of the Ownership. Our records confirm that Owner previously contacted the Company on or around March 28, 2024. In connection therewith, our ******************* attempted to contact Owner via telephone call. However, because the Company was unsuccessful in reaching Owner, our ******************* emailed Owner the following options: (i) surrendering the Ownership back to the Company via the Horizons Program, subject to the programs terms and conditions, (ii) selling her Ownership independently to a bona fide third-party, subject to the Companys transfer requirements, or (iii) gifting/transferring the Ownership to a friend or family member, which is also subject to the Companys transfer requirements.Owner, however, has outstanding obligations owed to the Company and as such,she is not eligible to surrender the Ownership via Horizons.
  While we understand Owner may not wish to remit further payments, it is up to her discretion how she wishes to end her Ownership with the Company given the option previously provided. In the interim, Owner remains liable for the financial obligations under the Ownership until such time she no longer owns the same. To the extent Owner requires payment assistance, she is welcome to contact our ***************************** by calling **************, to ascertain whether any assistance can be provided to him in that regard.
  In closing, upon receipt of Owners complaint, we find that her cancelation request is untimely as her rescission period has expired. Additionally, Owners purchase documents are in order containing full and accurate disclosure of the terms of her purchase, signed, and acknowledged by her and agreeing to the terms and conditions contained therein. Accordingly, we find that Owner is not entitled to contract cancelation,and we respectfully decline Owners request for the same.
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  *********************************
  Paralegal,Legal Services

• Initial Complaint

  Date:06/07/2024

  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.

   
  Complaint: 21817283
  
  I am rejecting this response because:

  We do not accept this as a resolution as this is absolutely absurd how we have been lied to and taken advantage of.  We need to speak with someone within management via phone call to express our concerns and reach an amicable resolution.
  
  Sincerely,
  
  *************************

  eless if we are unable to secure reservations. This has resulted in forfeiting these benefits. Additionally, the unexpected and skyrocketing maintenance fees have only added to our frustration.In summary, the constant solicitation, misleading nature of the "owner update meetings," and the inability to fully utilize the Signature benefits due to reservation issues and increasing maintenance fees have left us extremely dissatisfied with our experience at Holiday Inn.

  Business Response

  Date: 07/17/2024

  Please see attached 

   

  July 16, 2024
  VIA EMAIL
  Better Business Bureau of ***************
  **********************************************************************************************
  Attention: ***********************, Consumer Affairs Representative
  Re: ************************** & ******
  Complaint Case #********
  Dear ****************,
  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 November 
  2015. Since then, Owners have entered into five (5) purchase transactions with the Company and 
  currently own one (1) annual Signature beneficial interest in the Orange Lake Land Trust (the 
  Signature Ownership). The Signature Ownership entitles Owners to ******* Signature points 
  per annum in the Companys points-based exchange program, the Holiday ******** (Club).
  Update Meetings. Owners state that they have been pressured to attend member updates. Please 
  be advised that our ******************** often extends offers to prospective purchasers and 
  owners to attend the Companys timeshare sales presentations and such offers may include 
  receiving a deeply discounted mini vacation and/or proffered incentives. To the extent Owners 
  elect to participate in a marketing promotion offered by the Companys ********************, 
  which requires their attendance at a timeshare sales presentation, then attendance at the same will 
  be required in accordance with the terms of the promotion. Moreover, please note that prospective 
  purchasers and owners are provided clear disclosure of all terms and conditions of each 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, 
  however, are under no obligation to participate in the ****************** promotions or to 
  augment their ownership portfolio. If Owners do not wish to attend additional sales presentations 
  in the future, they are under no obligation to do so and may decline any invitations extended to 
  them in connection therewith. Upon receipt of the complaint, we removed Owners from our
  Marketing database, and they should not receive additional invitations to attend the Companys 
  timeshare presentations in the future.
  Signature. Owners claim that upon purchasing the Signature Ownership, they have not received 
  their promised benefits due to lack of availability. Firstly, please be advised that it was fully 
  disclosed to Owners at the time of each purchase that all reservations, including accommodations 
  made available through IHG and RCI, are subject to availability on a first-come, first-served basis 
  and if Owners are not able to secure their first vacation choice, an alternate choice may be required 
  to confirm a reservation. Secondly, during each presentation, Owners met with a sales consultant 
  who asked if their current ownership(s) were meeting their vacations needs. Based on Owners 
  responses, the sales consultant offered Owners the opportunity to expand their ownership portfolio 
  by increasing the number of Club points allotted to them. After each purchase, Owners increased 
  the number of Club points they would be allotted in their ownership portfolio. With Owners recent 
  purchase of the Signature Ownership, they increased their Club points from ******* to ******* 
  and Owners also increased their membership level from Traditional to Preferred Platinum which 
  entitles them to additional membership level benefits of the Club program (i.e., discounts, 
  complimentary stays, free upgrades). As Preferred Platinum members in the Club, Owners are
  entitled to additional benefits such as, advanced booking window discounts, five (5) 
  complimentary nights per year, two (2) reservation upgrades per year, five (5%) Signature 
  Collection reservation discounts, and more.
  Upon review of Owners usage history, we show that since purchasing the Signature Ownership, 
  they have (i) completed three (3) Club reservations, and (ii) transferred ******* Club points to the 
  IHG Rewards program, which points so-deposited never expire. Of the three (3) completed 
  reservations, Owners also utilized their Preferred Platinum benefits by upgrading one (1) 
  reservation and utilizing complimentary nights for another. Additionally, we find that Owners have 
  previously booked approximately eight (8) additional reservations under the Signature Ownership, 
  which they subsequently elected to cancel. Furthermore, at the time of Owners most recent 
  purchase of the Signature Ownership, they executed the Sales Pre-Confirmation Checklist and 
  identified their primary reasons for purchase thereon as:
  When comparing their reasons for purchase to their ownership usage history, we find that Owners 
  ultimately received their desired benefits.
  Maintenance Assessments. Owners express dissatisfaction with the fact that their maintenance 
  assessments have increased. Please be advised that the governing documents provided to Owners 
  at the time of closing clearly discloses 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 / Refund. Owners request cancelation of the Signature Ownership and a refund of 
  monies paid. Please be advised that Owners request is untimely as the rescission period has 
  expired. Our records also show that the documentation executed by, and provided to, Owners at 
  the time of purchase is in order and they received full and accurate disclosure of the terms and 
  conditions of their purchase, including, without limitation, the financial obligations attendant 
  thereto. Moreover, because Owners have outstanding mortgage obligations owed to the Company, 
  they are not entitled to, or otherwise eligible for, cancelation of the Signature Ownership and/or a 
  refund of monies paid. We therefore respectfully decline Owners request for the same.
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  *********************************
  *********************************
  Paralegal, Legal Services

  Business Response

  Date: 08/16/2024

  Please see attachment for the Company's response to Owner's rebuttal.

  Sincerely,

  HOLIDAY INN CLUB VACATIONS

  INCORPORATED

   

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 21817283
  
  I am rejecting this response because:

  We are already aware that it is past the recision period.  The problem here is that the recision period is only a few days.  It isn't enough time to find out that the salespeople were lying to our face.  We just want the remaining balance of the loan be canceled and have Holiday ******** take the property back.  Sending us in circles back to Horizons Program isn't going to do anything.

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

• Initial Complaint

  Date:06/06/2024

  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.

  I am writing to file a formal complaint against Orange Lake Resorts regarding the handling of my timeshare agreement. I have encountered significant issues with the company's lack of cooperation and their deceptive practices, which have led to a considerable financial burden and emotional distress on my part.My experience with Orange Lake Resorts has been nothing short of frustrating. Despite my repeated requests to cancel the timeshare agreement, the company has shown a complete disregard for my concerns and has failed to provide any viable solutions. The initial sales process was marked by misleading practices that coerced me into signing a contract that I now regret.During the sales presentation, the staff at Orange Lake Resorts employed aggressive tactics to push the timeshare onto me, ignoring my expressed disinterest and financial limitations. The salesperson resorted to exaggerating the benefits of timeshare ownership, creating a false sense of value that ultimately led to my decision to purchase. The presentation, which was supposed to last a brief 60 minutes, extended for an unreasonable duration as the sales team employed predatory tactics to secure the sale.Despite my clear indication that I could not afford the timeshare, the sales representative persisted in pressuring me until I reluctantly agreed to the purchase. This decision has since become a significant financial burden, causing undue stress and strain on my financial well-being. I firmly believe that I was manipulated into signing an agreement with Orange Lake Resorts, a decision that has had detrimental effects on my financial stability.I trust that the Better Business Bureau will investigate this complaint thoroughly and facilitate a resolution that upholds fair business practices and protects consumers from exploitation. Your attention to this matter is greatly appreciated. Thank you for your assistance in this regard.

  Business Response

  Date: 07/09/2024

  Greetings, 

  We have received and reviewed BBB Case # ******** (the "Complaint"). We appreciate the opportunity to respond.

  Please refer to the attached letter for our response to the Complaint. 

  Sincerely, 

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

  Holiday Inn Club Vacations Incorporated

• Initial Complaint

  Date:06/06/2024

  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.

  Complaint ID: ******** - Resolved - Credit refund US$279.00

  External

  Inbox

  Search for all messages with label Inbox

  Remove label Inbox from this conversation

  

  Rekha and ***************************** <***********************>	Wed, Jun 26, 5:59?PM (17 hours ago)		Reply
  to me

  Hi *****,

  Thanks for your letter dated Jun 24, 2024. I'm glad to inform that Holiday Inn Vacations **** refunded me back US$279.00 and I received this back on my credit card.

  Thank you for and BBB for all your help

  Regards,

  Mahesh

  ect at the time.*************************************************************************************************************************************************************************************************** I have attached the email correspondences between Holiday Inn Vacations and me. I asked them to either offer me the package for their Mexican resort (which the agent assured can be switched upon Holiday Inn completing the purchase which they did in Dec 2023) or give me a refund back of US$279.00. They (Holiday Inn Vacations) refused to do either. This is dishonest and aggressive unethical sales tactics to lure people in buying their packages without honoring their promises/offers. I would much prefer they offer the 5 days/4 nights package to one of their 4 Mexican properties as indicated in the above link. If not, honor the full refund back of US$279 for mis-selling. Thanks,

• Initial Complaint

  Date:06/05/2024

  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.

   
  Complaint: 21806244
  
  I am rejecting this response because: I do not want to retain this contract.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/03/2024

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by ***************************** (Owner).We appreciate the opportunity to respond to the concerns set forth therein.
  Our records show that on September 17, 2022, Owner purchased an annual standard beneficial timeshare interest in the Orange Lake Land Trust (the Ownership).The Ownership entitles Owner to ******* points per year in the Companys points-based exchange program, the Holiday Inn Club.
  Owner claims that they previously requested cancelation of the Ownership. In recognition that circumstances change over time, the Company allows owners who have satisfied their mortgage obligations and who are current on their maintenance and Club obligations, the ability to surrender their ownerships back to the Company, without refund, under the Horizons Program. Owner,however, has outstanding financial obligations owed to the Company and is therefore ineligible to participate in this program.
  Our records confirm that Owner initially requested account cancelation in November ********************************************* connection therewith, the Company emailed Owner on November 16, 2023, January 23, 2024, and February 29, 2024, advising Owner that due to the outstanding mortgage obligations owed under the Ownership, the only available option would be to sell the Ownership independently to a bona fide third party as the Company does not have a buy-back or resale program.
  Owner again requests to be relieved of the obligations attendant to the Ownership.Our records reflect that Owner was provided with all applicable disclosures related to the purchase.  Accordingly,Owner is not entitled to account cancelation. However, in the best interest of good customer service, we are willing to extend Owner a one-time offer to transfer the Ownership to the Company,without a refund, pursuant to a Deed in Lieu of Foreclosure (***), which will allow Owner to relinquish their rights to the Ownership and relieve them of the outstanding obligations in connection with the same. The **** once properly executed, returned to the Company, and recorded in the real property records,will transfer the Ownership from Owner to the Company, and once completed will relieve Owner of any future obligations applicable to the Ownership.  Please note, however, that the execution and recording of the *** may have an impact on Owners credit. 
  If Owner would like to proceed in this regard, we ask that they please contact the undersigned at *********************************************,so that we can cause the *** to be generated for Owners review and execution. 
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  *********************************
  Paralegal,Legal Services

  Business Response

  Date: 08/02/2024

  We have received the rebuttal complaint filed by ***************************** (Owner).
  Owner again requests account cancelation. As previously stated, Owner has the option to surrender the Ownership to the Company pursuant to a Deed in Lieu of Foreclosure (***), without refund, which will release Owner from further obligation for the same. However, the execution of the *** may have a negative impact on Owners credit.
  If Owner wishes to proceed with this option, we ask that Owner contact a member of the **************** via email at ********************************************* by August 14, 2024. If we do not hear from Owner by that date, it will be assumed that Owner has chosen to forego the *** option and has elected to retain the **************************************************************************************************************************************** Services

• Initial Complaint

  Date:06/03/2024

  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.

  It is with great disappointment that we find ourselves in the position of needing to cancel our timeshare agreement. After careful consideration and reflection on our experiences with the timeshare, we have come to the conclusion that continuing with this arrangement is not in our best interest due to several concerns that have arisen over time.First and foremost, the escalating maintenance fees associated with the timeshare have become a significant financial burden for us. These fees have accumulated over time, and the additional charges such as special assessment fees, repairs, and upgrades have placed an undue strain on our finances. The unexpected nature of these expenses has added further stress to our financial well-being.Furthermore, we have found that the usage of the timeshare has not met our initial expectations. This lack of use can be attributed to various factors, including the demanding nature of our jobs and the restrictions imposed by the ongoing Covid-19 pandemic. As a result,the timeshare has not provided the vacation opportunities that we had envisioned when we initially entered into the agreement.

  Business Response

  Date: 07/03/2024

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by Mr. and ***************** (Owners). We appreciate the opportunity to respond to the concerns set forth therein.
  Upon receipt of the complaint, we reviewed our records for Owners accounts. Our records show that since 2004, Owners have entered into four (4) separate purchase transactions with Silverleaf Resorts, LLC (Silverleaf). In May 2015, Silverleaf was acquired by an affiliate of the Company. Following the acquisition, Silverleafs historic thirteen (13) resort properties were rebranded as Holiday Inn Club Vacations locations. Since the acquisition, Owners have purchased one (1) timeshare interest from the Company. As of todays date, Owners currently own one (1) annual Standard timeshare beneficial interest in the Orange Lake Land Trust (the Ownership), which was purchased from the Company on May 19, 2018, and which entitles Owners to ******* points per annum in the Companys points-based exchange program, the Holiday ******** (Club).
  Owners express dissatisfaction with the fact that their maintenance assessments have increased. Please be advised that the governing documents provided to Owners 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.
  Owners further claim that the ******19 pandemic has restricted their use of the Ownership due to travel restrictions and public health challenges. While it is the case that in 2020, the Companys resorts were briefly closed in accordance with CDC guidelines and local ordinances, we do not see how Owners were negatively impacted by the same. Owners did not have any scheduled reservations that had to be canceled during the resort closures, nor did they have any calls or online searches for availability during this time. Furthermore, in recognition of the closures and the fact that owners were reluctant to travel during the pandemic, the Company extended the expiration dates of all 2019 and 2020 Club points by an additional six (6) months to afford owners additional time to utilize the same.
  Owners request account cancelation on the basis of affordability.  Please be advised that Owners request is untimely as the rescission period has expired.  And while we are sympathetic to Owners concerns, the same does not absolve Owners contractual obligations.  Our records reflect that the documentation executed by and provided to Owners at the time of purchase is in order and that they received full and accurate disclosure of the terms and conditions of their purchase, including, without limitation, the financial obligations attendant thereto.  Based on the foregoing, Owners are not entitled to cancelation.
  Notwithstanding the foregoing, we encourage Owners to contact the ************************************** at ************** to speak with an agent who will be happy to assist them with bringing and maintaining their account current. Continued non-payment may ultimately lead to foreclosure.
  Sincerely,
  
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  *********************************
  Paralegal, Legal Services
  
  

• Initial Complaint

  Date:06/03/2024

  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.

   
  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,
  
  *********************I called HICV back within 5 minutes of ending the call to cancel the package. I was given a email address to send my request. I sent my request via email and waited. The next day I was informed by email that my refund was denied due to it being a non-refundable purchase. I called customer service and spoke with someone about the denied refund. I was told that the conversations were all recorded and they reviewed them to verify that they told me it was non-refundable. I asked for a copy of the recording and have not received it at this time. I filed a dispute with my credit card company but have been told it is non-refundable. HICV sent a standard form email letter and the credit card company accept their BS. I should have been suspicious when each time I spoke with someone I was given their employee number and told that this call was being recorded. It's disturbing that they can record you but will not send you a copy of the recording. I have to take their word.

  Business Response

  Date: 06/12/2024

  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               

• Initial Complaint

  Date:05/30/2024

  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.

  Attached is the Authorization form. Please let me know if anything further is needed. thing they advertised was there such as the horseback riding. There was nothing there to do and the customer service at the ********************** was horrible. We gave it another go in the winter of 2023 trying to again get ahead of the curve and get rooms in the locations we wanted. Again, despite being months ahead, nothing was available in any of our desired locations. We even attempted to book a cruise but kept getting passed around to different departments that had no idea about cruises. We ended up having to book outside of HICV which defeated the entire purpose of us signing up. In the tour meeting, we were told that we would always be able to find rooms, wherever we wanted all of the world. We explained that we have a large family (5 kids) and wanted to be sure we'd be accommodated on our trips. The salesrep ensured us that we'd have no issues finding rooms when/where we wanted. It seemed the only time we were able to get a room with no problem was when it was just my husband and me.

  Customer Answer

  Date: 06/03/2024

  Authorization form emailed. 

  Business Response

  Date: 06/27/2024

  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 transaction with the Company on December 26, 2022, at which time they purchased an annual timeshare interest in the Orange Lake Land Trust (the Ownership). The Ownership entitles them to ******* points per annum in the Companys points-based exchange program, the Holiday ******** (Club).Owners may utilize Club points to secure (i) reservations at any of the Companys thirty-one (31) resort locations, (ii) reservations at thousands of resorts through the Companys exchange affiliate, RCI, (iii) reservations at thousands of IHG-branded hotels worldwide through the Companys affiliation with ***************************** (IHG), and (iv) airfare, car rentals, cruises,and more through the ********************** Program.
  Availability. Owners state that they have not been able to use the Ownership as desired due to lack of availability. During the presentation, Owners were advised that Club points may be utilized to secure reservations in any available unit, at any of the Companys resort locations, during any season, for any length of time, provided that they have the requisite number of Club points for the desired reservation,and further provided that their account is current. Our sales consultants provided Owners with real time examples of reservations that can be secured through the use of Club points (whether at the Companys resorts or through the Companys affiliations), and the number of Club points required to secure each reservation. However, Owners were also given clear disclosure at the time of purchase that all reservations, including accommodations through RCI or IHG,are subject to availability on a first come-first served basis. It is for this reason that all owners are encouraged to book reservations as early as their booking windows allow. The Member Guide given to Owners at the time of sale provided that Owners reservation booking windows are broken down by (i) Resort Access, (ii) Open Access and (iii) Signature Collection. Resort Access allows owners who own or are assigned a particular resort, priority access, meaning that they can book reservations at their owned or assigned resort up to thirteen months in advance and reservations booked thirteen (13)to ten (10) months in advance are classified as Resort Access reservations. For inventory management purposes, each purchase in the Orange Lake Land Trust is assigned a resort. Therefore, with the purchase of the Ownership, Owners were assigned Resort Access to ******************************** located in ********, ***************************************** as Owners claim. Open Access allows owners to book reservations in standard units within the Companys resort network regardless of what they own.The Open Access booking window opens ten (10) months prior to the desired travel date.  Reservations booked the day prior to the date of travel up to ten (10) months prior to the date of travel are classified as Open Access reservations. Lastly, Owners may also request reservations in the Companys luxurious Signature Collection units, but because they do not own a Signature Collection timeshare interest, they may not request Signature Collection reservations more than fifty-nine (59) days prior to check-in. 
  Despite being afforded a ten (10) month booking window in which to secure reservations,our records reflect that the majority of Owners four (4) Club reservations were booked within four (4) months of check-in. Owners may have more success securing desired reservations, especially during peak travel seasons at popular resorts, if they book the same farther in advance. Moreover, we can confirm that Owners have previously spoken with the Company regarding assistance with booking reservations and our website; however, we cannot locate any record of Owners contacting the ************************ for assistance with booking a cruise through our ************* Program. Notwithstanding the foregoing, we encourage Owners to contact a Vacation Counselor at ************** for assistance booking reservations or cruises once they cure the delinquencies under their account.
  Accommodations. Owners claim that while traveling to the Companys resorts, they have experienced a number of issues with the resorts and customer service received. Our review of Owners reservation history reflects that they have utilized their Club points to secure four (4) reservations in the Companys resorts. Please note that the Company has no record of Owners raising any of the concerns outlined in the complaint to the Company at the time of their stays. Regardless of the same, we sincerely apologize to Owners to the extent that the Company has failed to meet their 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 and owners. 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.
  Amenities.Owners state that the Companys ************** Resort in ***********, ******* did not have horseback riding. While the Companys resort does not have on-site horseback riding available, there are several locations nearby that guests may choose to enjoy such activity. However, please note that the Company does not control, manage, nor operate the stables that offer horseback riding.Nonetheless, we apologize to Owners for any inconvenience they have experienced in this regard.
  Additionally,please note that the Apple Mountain Resort does offer several amenities such as mini-golf, disc golf, an outdoor pool, and more. On-site amenities are listed within the Companys website and within the Member Guide provided to Owners at the time of sale. However, please note it was clearly disclosed to Owners within the Member Guide that some amenities are seasonal and may require a separate fee.
  Cancelation. Owners request cancelation of the Ownership. Please be advised that Owners request is untimely as the rescission period has expired. Our records also show that the documentation executed by, and provided to, Owners at the time of purchase is in order and they received full and accurate disclosure of the terms and conditions of their purchase, including, without limitation, the financial obligations attendant thereto. Moreover, because Owners have outstanding mortgage obligations owed to the Company, they are not entitled to, or otherwise eligible for, cancelation of the Ownership. We therefore respectfully decline Owners request for the same.
  Please note that Owners account is currently delinquent. We therefore encourage Owners to contact our ***************************** at ************** to ascertain what options may be available to them at this time in order to assist in bringing and maintaining their account current. Extended delinquencies may ultimately lead to foreclosure.
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  *********************************
  Paralegal,Legal Services

  Customer Answer

  Date: 07/05/2024

   
  Complaint: 21780737
  
  I am rejecting this response. Please see attached response. 

   Sincerely,

  **** And ***********************

  Business Response

  Date: 07/18/2024

  Please see attached formal response from the Company.

  Sincerely,

  HOLIDAY INN CLUB VACATIONS

  INCORPORATED

  Business Response

  Date: 08/30/2024

  We have received the second rebuttal complaint filed by *** and ***************** (Owners). We have reviewed each of their allegations and previously responded with specificity addressing each of the issues raised in their initial complaints. However, we appreciate the opportunity to address Ownersadditional concerns.
  Club Counselors. Owners claim they were promised a dedicated servicing team of counselors. This is accurate. The Company does have a dedicated team of Club Counselors available for owners to contact when they require assistance with their ownerships and/or booking reservations. The contact information is located in the Member Guide provided to Owners at the time of sale. And while Owners claim to have never had access to the counselors, they later admit in their complaint that they contacted the Company for assistance in booking reservations. Furthermore, and as previously stated, we can confirm that Owners have previously spoken with the Company regarding assistance with booking reservations and our website; however, we cannot locate any record of Owners contacting the ************************ for assistance with booking a cruise through our ************* Program.
  Advance Booking Window. Owners claim that the advance booking window discounts are not always available. This is accurate. As previously stated, Owners received full disclosure at the time of sale that all reservations are subject to availability, regardless of the reservation type (Club reservation, advance booking, IHG, RCI, etcetera).
  Rescission.Owners claim that the rescission period is not enough time to determine the true value of membership.  Please note that new purchasers are advised at the time of purchase that it may take six (6) to eight (8) weeks for their account to be set up in our system and for them to receive their owner number, account number and membership cards.However, this does not mean that they are required to wait that long before they can use their ownership. To the contrary, new purchasers are advised that they can begin utilizing their ownership immediately upon purchase but that if they desire to do so prior to the date that they receive their owner number,account number and membership cards, they must contact the **************************** as our Club Counselors will be unable to locate their account information until it is fully set up in the system. Furthermore, each State,not the developer, provides the purchaser with a period to review the contract documentation and the timeframe and mechanism by which the purchaser would be required to exercise those rights.
  Cancelation. Upon receipt of Owners second 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 responses and our position remains unchanged.
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  *********************************
  Paralegal, **************

  Customer Answer

  Date: 07/25/2024

  Please see attached letter. 

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21780737
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** And ***********************

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 21780737
  
  I am rejecting this response because:

  Club Counselors. Owners claim they were promised a dedicated servicing team of counselors. This is accurate. The Company does have a dedicated team of Club Counselors available for owners to contact when they require assistance with their ownerships and/or booking reservations. The contact information is located in the Member Guide provided to Owners at the time of sale. And while Owners claim to have never had access to the counselors, they later admit in their complaint that they contacted the Company for assistance in booking reservations. 
  
  
  We were sold on a dedicated team or person that works with you to help you book and is familiar with your family and family needs. What we got was run of the mill **** who are unfamiliar with you or your vacation needs. We were never provided with dedicated individuals. We dont know any dedicated persons by name. 
  
  We cannot locate any record of Owners contacting the ************************ for assistance with booking a cruise through our ************* Program.
  
  This is because there is no dedicated persons and it is normal practice to be transferred from person to person or from HICV to RCI. 
  
  Advance Booking Window. Owners claim that the advance booking window discounts are not always available. This is accurate. As previously stated, Owners received full disclosure at the time of sale that all reservations are subject to availability, regardless of the reservation type (Club reservation, advance booking, IHG, RCI, etcetera).
  
  Subject to availability is vastly different to NEVER available which was the case for our family. 
  
  Advance Booking Window. Owners claim that the advance booking window discounts are not always available. This is accurate. As previously stated, Owners received full disclosure at the time of sale that all reservations are subject to availability, regardless of the reservation type (Club reservation, advance booking, IHG, RCI, etcetera).
  
  We did not wait and tried to start booking immediately and did not have any success. 
  
  In their rebuttals, HICV consistently overlooks the fact that we were unable to successfully book vacations for our entire family throughout the duration of our membership. Only one vacation that was extremely far and did not offer the amenities marketed on their website. Despite searching across numerous resorts and various room sizes, there was never availability to accommodate our family. During the sales meeting, we emphasized the size of our family and our need for appropriately sized rooms. However, after speaking with multiple representatives, we realized two things: first, there was a scarcity of rooms that could accommodate our family, leaving us to book multiple rooms and use twice as many points as allocated; second, the resorts were not transparent about the availability of rooms for HICV members, as they only allocate a certain percentage of rooms to them, amenities marketed online were not available to our membership level, even with RCI as a resource, there were no availabilities to accommodate our family within our point  budget. 
  
  Sincerely,
  
  **** And ***********************