Business Profile

Vacation Timeshare

Holiday Inn Club Vacations Incorporated

Complaints

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

Customer Complaints Summary

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

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/23/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I cancelled a ********* purchase as stipulated in the contract. Sent letter which was received within the 10 day limit to cancel. Contract was signed Mar 10 2025, letter was received 17 Mar 2025. I am an initial payment of$624.00 was has not been refunded. The contract states, The refund shall be made within twenty (20) days of demand thereof by the Purchaser, or within five (5) days after receipt of funds from Purchasers cleared check, whichever is later.
Business Response
Date: 04/30/2025
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by ********************** appreciate the opportunity to respond to the concerns set forth therein.
Our records show Owner attended the Companys timeshare presentation on March *******, at which time he purchased an annual standard beneficial interest in the Orange *************** (the Ownership), entitling him to ******* points in the Companys points-based exchange program, the Holiday Inn Club.
Owner states that he exercised his rescission rights to cancel the Ownership with the rescission period but that he has not received a refund in connection therewith. Our records confirm that on March 20, 2025, the Company received Owners rescission letter postmarked March 13, 2025 within the rescission period. Our records further confirm that as of April *******, the account associated with the Ownership has been canceled within the Companys system. On that same date, a refund in in the amount of $624.00 was issued to *********** card, which constitutes a full refund of the down payment that Owner applied to said credit card. Please note that the normal processing time for Owner to access the credit is approximately fifteen (15) business days from the date of refund. We suggest Owner contact his banking institution should he have any additional questions related to when the credit will be reflected on his statement.
Based on the forgoing, we find that no further action is required by the Company in this regard. Accordingly, Owner has no further rights and/or obligations with respect to the Ownership.
Initial Complaint
Date:04/16/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My name is **** ******, account #*********. I am filing this complaint to formally request the cancellation of my timeshare contract with ************ Resort due to misleading sales tactics, misrepresented benefits, and a growing financial burden.When I purchased in October 2010, I was told maintenance fees would remain minimal, increasing only about 4% annually. However, fees have nearly doubledfrom $986 in 2010 to $1,888 in 2025. I was also promised that my ********************** membership would allow me to exchange my unit for comparable or superior properties globally. In practice, availability is extremely limited and the process is restrictive.Bonus time was another selling point, but despite repeated attempts, Ive never been able to utilize it. Additionally, Ive been repeatedly subjected to high-pressure owner reviews, which were described as brief check-ins but turned into multi-hour sales pitches aimed at upselling, not support.This has created significant emotional stress and financial hardship. I believe I was misled at the point of sale and over the years, with the resort failing to provide the promised value or address ongoing concerns in good faith.I am respectfully requesting that my contract be canceled in full with no further financial obligation. Please provide written confirmation once this matter is resolved.Sincerely,**** ****** Account #: *********
Business Response
Date: 05/13/2025
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by Ms. ****** (Owner). We appreciate the opportunity to respond to the concerns set forth therein.
Our records reflect that Owner purchased her timeshare interest from Silverleaf Resorts, LLC (Silverleaf) on October 29, 2010, which purchase was for an annual fixed-week timeshare interest at the *********************************** located in ************, ************* (the Ownership). In May 2015, ********** was acquired by an affiliate of the Company. Following the acquisition, ********** owners were invited to attend voluntary timeshare sales presentations sponsored by the Company to answer any questions they may have had regarding the Companys acquisition of ********** and to inform them of the benefits offered through the Companys points-based exchange program, the Holiday ********* Our records show that Owner has only attended one (1) Company-sponsored sales presentation but has not purchased any timeshare interests directly from the Company.
Pressure. Owner claims that she was subjected to high-pressure and misleading sales tactics. We dispute Owners characterization of Silverleaf and/or the Companys sales presentations. Please note that while ********** no longer engages in conducting sales presentations, when it was,*********** sales consultants did not force prospective purchasers to make a purchase, nor do the Companys sales consultants. Please be advised that all sales presentations, whether sponsored by ********** or the Company, are voluntary. As such, if Owner does not wish to attend additional sales presentations in the future, she is welcome to decline any invitations or offers extended to her in connection therewith. Additionally, as a part of *********** sales process, Owner was required to meet with a verification officer who assisted her with the execution of the contract documents and confirmed that she had a full understanding of the terms and conditions associated with the Ownership. In connection therewith, Owner was afforded as much time as she desired to review in detail all of the documents prior to signing and to ask for clarification regarding anything she did not fully understand.Likewise, if Owner required additional explanation or more time to review the documents, the verification officer would have been happy to provide her with the same. Instead, Owner affirmatively advised the verification officer that she understood the terms of her purchase. If Owner did not believe that her purchase constituted a good purchase at the right price, she was welcome to leave the sales center at any time without making a purchase, just as Owner herself has done on occasion. In addition, Owner was afforded her statutory rescission period in which to rescind her purchase, should she have chosen to do so.
Duration. Owner expresses dissatisfaction with regard to the length of Silverleafs and/or the Companys timeshare sales presentations. Please note that the duration of the Silverleaf and the Companys sales presentations is approximately ninety (90) minutes, the actual duration of which would depend on a prospective purchasers level of interest and questions asked. At the conclusion of the sales presentation, the prospective purchaser would be asked whether or not he or she would like to make a purchase. Those wanting to purchase would then select inventory and the contract documentation would be prepared for the prospective purchasers review and execution. In addition, any incentives offered to prospective purchasers in exchange for his or her attendance at the sales presentation were provided at this time. Each of these factors account for the additional time Owner spent at the sales centers.
Maintenance Assessments. Owner expresses dissatisfaction with her maintenance assessment increasing. Please note that the maintenance assessment obligation was fully and clearly disclosed in multiple contract documents executed by Owner at the time purchase. Owner initialed next to Section 5 of the Owner Confirmation Interview explicitly acknowledging her understanding of her then-current maintenance assessment obligation and the fact that dues are subject to increase from time to time. In addition, the governing documents provided to Owner at the time of closing clearly disclosed the maintenance assessment obligation, as well as the fact that it is on-going and that it is subject to increase. The maintenance assessments are based on the annual budget adopted by the **************** 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 costs of labor, materials,insurance rates, etc. We will continue to work with the *************** to keep maintenance fees as low as possible while still maintaining the facilities so that each of our owners may experience an enjoyable vacation.
Usage. Owner states that she has experienced difficulty using her Ownership. Please be advised that Owner is guaranteed use of her owned week at her home resort, in her owned unit every year,provided that she notifies the Company of her intent to use her week at least thirty (30) days in advance. Owner can also access the Bonus Time Program, which allows Owner to secure an unlimited number of last-minute reservations in un-booked units for a maximum of three (3) consecutive nights upon payment of the per diem fees applicable thereto. It should be noted that Owner received full disclosure at the time of purchase that Bonus Time accommodations are subject to availability and are not guaranteed. Moreover, to the extent that Owner is unable to utilize her owned week or elects not to utilize her owned week, she has the option of depositing said week (i) into the Silverleaf In-House Exchange Program for use at one of the other historic Silverleaf resorts, or (ii) with the Companys exchange affiliate, ********************** (II), for use at thousands of additional resorts worldwide. Prior to the acquisition, we find that Owner completed three (3) II reservations and one (1) Bonus Time reservation. Thereafter, we find that Owners fixed-weeks from 2017 to 2025 were deposited to II for use through their network.
Owner expresses dissatisfaction with IIs availability of accommodations and their booking process. Please note that the Company does not control and/or operate II, nor the availability or process associated with booking accommodations through the same. Therefore, to the extent that Owner is concerned with the accommodations offered through II,we encourage her to contact II in that regard. To the extent Owner requires assistance with using her Ownership or obtaining IIs contact information, we encourage her to contact our Vacation Counselors at ************** and an agent would be happy to assist in that regard.
Cancelation. Owner requests account cancelation. Please be advised that the Company does allow owners who have satisfied their mortgage obligations and who are current on their maintenance obligations the opportunity to surrender their ownerships to the Company,without refund, through the Companys Horizons Program. While Owner has satisfied her mortgage obligations, she has outstanding obligations owed for her maintenance assessments. Once Owner remits her outstanding maintenance assessments, and the Horizons fee, she may surrender the Ownership through the Companys Horizons Program. If Owner wishes to proceed in this regard, we encourage her to contact the **************************** at ************** to request surrender of the Ownership.
To the extent that Owner prefers to retain the Ownership, she will be required to remit the financial obligations attendant thereto and Owner may contact the ********************************************** at ************** for assistance in this regard.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Customer Answer
Date: 05/15/2025
Dear ***** ******, May 15, 2025
Thank you for your letter dated May 13, 2025, and for providing Holiday Inn Club Vacations Incorporated's response to my complaint.
After carefully reviewing the company's reply, I find it unsatisfactory and disappointing. While their response provides a detailed outline of the companys procedures and policies,it fails to acknowledge or address the core issues I raised in my original complaint with any meaningful resolution.
Sales Tactics: The companys claim that their presentations are voluntary and free of pressure contradicts my experience. While technically voluntary, I felt pressured and misled during the sales process, and the atmosphere was coercive. Their denial of this does not change what I experienced firsthand.
Maintenance Fees: While I understand fees can increase, the lack of transparency and the rate at which they have increased over the years has been excessive and unreasonable. Simply stating that increases are disclosed in documents does not justify the financial burden placed on owners.
Usage Issues: Despite owning a fixed week, I have encountered consistent challenges when trying to use my ownership. The options provided, such as the Bonus Time Program or **************************** have proven difficult to utilize effectively. The companys deflection to II is not helpful my complaint is with Holiday ******** Vacations and the poor integration and support between the two entities.
Cancellation Request: The company has acknowledged my right to surrender ownership through the Horizons Program but refuses to proceed unless I pay past-due maintenance fees and an additional fee. This further illustrates their prioritization of collecting payments over providing customer-oriented solutions. If they are willing to allow surrender with no refund, they should be willing to work with me on a more reasonable path to exit the contract especially given my history of dissatisfaction.
Given the above, I am not satisfied with Holiday Inn Club Vacations response and would like to pursue a fairer resolution. Ideally, I am seeking a full release from this timeshare contract without additional financial penalties, given the ongoing issues and dissatisfaction with the product and service.
I would appreciate BBBs continued assistance in pursuing this matter toward a more equitable outcome.
Sincerely,

**** ******
Customer Answer
Date: 05/19/2025

Complaint: 23213541

I am rejecting this response because:

Dear ***** ******, May 15, 2025
Thank you for your letter dated May 13, 2025, and for providing Holiday Inn Club Vacations Incorporated's response to my complaint.
After carefully reviewing the company's reply, I find it unsatisfactory and disappointing. While their response provides a detailed outline of the companys procedures and policies, it fails to acknowledge or address the core issues I raised in my original complaint with any meaningful resolution.
Sales Tactics: The companys claim that their presentations are voluntary and free of pressure contradicts my experience. While technically voluntary, I felt pressured and misled during the sales process, and the atmosphere was coercive. Their denial of this does not change what I experienced firsthand.
Maintenance Fees: While I understand fees can increase, the lack of transparency and the rate at which they have increased over the years has been excessive and unreasonable. Simply stating that increases are disclosed in documents does not justify the financial burden placed on owners.
Usage Issues: Despite owning a fixed week, I have encountered consistent challenges when trying to use my ownership. The options provided, such as the Bonus Time Program or *********************** have proven difficult to utilize effectively. The companys deflection to II is not helpful my complaint is with Holiday Inn Club Vacations and the poor integration and support between the two entities.
Cancellation Request: The company has acknowledged my right to surrender ownership through the Horizons Program but refuses to proceed unless I pay past-due maintenance fees and an additional fee. This further illustrates their prioritization of collecting payments over providing customer-oriented solutions. If they are willing to allow surrender with no refund, they should be willing to work with me on a more reasonable path to exit the contract especially given my history of dissatisfaction.
Given the above, I am not satisfied with Holiday Inn Club Vacations response and would like to pursue a fairer resolution. Ideally, I am seeking a full release from this timeshare contract without additional financial penalties, given the ongoing issues and dissatisfaction with the product and service.
I would appreciate BBBs continued assistance in pursuing this matter toward a more equitable outcome.

Sincerely,

**** ******
Business Response
Date: 05/27/2025
We have received the rebuttal complaint filed by Ms. ****** (Owner). We have reviewed each of her allegations and previously responded with specificity addressing each of the issues raised in her initial complaint.
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 her in that regard.
To the extent Owner would like to participate in the Horizons Program, she will be required to be remit her outstanding maintenance assessments and Horizons Program fee. If Owner wishes to explore this option, Owner may contact the ******************* by calling ************** or visit the online website at *************************************************************************. Once she does so, an agent in our ******************* will assist Owner accordingly. Moreover, Owner is also not prohibited from selling her timeshare interest to a bona fide third party in accordance with the Companys transfer requirements. To the extent Owner wishes to explore this option, she may also contact the above referenced number for additional information in that regard.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Customer Answer
Date: 06/02/2025
Dear Ms. **************** you for the opportunity to respond to the message submitted by Holiday Inn Club Vacations Incorporated in relation to my complaint.
After reviewing their response, I must state that I do not find their reply satisfactory. Their message failed to directly acknowledge or meaningfully address the core issues outlined in my original complaint. For clarity and documentation, I am restating my position below:
Original Complaint Summary:
I would like to formally request the termination of my timeshare contract with ************ Resort due to significant misrepresentations made at the time of purchase and subsequent interactions that failed to deliver the promised benefits.
When I purchased my timeshare in October 2010, I was assured of:
Cost Stability and Value:
I was told maintenance fees would remain minimal and predictable. Contrary to this, the fees have nearly doubled from $986 in 2010 to $1,888 in 2025. This increase far exceeds the 4% annual cap initially described.
Exchange Opportunities:
I was informed that my membership with ********************** would provide flexibility and access to comparable or superior properties worldwide. In practice, I have faced extremely limited availability and strict booking windows that make this benefit practically inaccessible.
Bonus Time Access:
I was promised access to bonus time, a benefit that was poorly explained and has never been usable despite repeated inquiries.
In addition, I have been subjected to repeated high-pressure sales tactics, misleadingly labeled as owner reviews. These meetings have routinely gone far beyond the promised one-hour time frame and have been focused on upselling rather than resolving issues.
Holiday Inns Response:
Holiday Inn Club Vacationsresponse simply reiterates generic options like payment assistance or enrollment in their Horizons program, both of which still require me to remain financially bound to a contract that was misrepresented from the beginning. Offering me a way out that includes further financial obligation does not resolve the fact that I was misled at the point of sale and throughout ownership.
My Position and Request:
This situation involves repeated and systemic misrepresentation of the products value and associated costs.Continuing to hold me financially responsible especially after 15 years of ownership during which the promised benefits were never fully accessible is unjust and unethical.
As such, I respectfully renew my request for:
The full and immediate termination of my timeshare contract with Holiday Inn Club Vacations at ***********************************;
Relief from any remaining financial obligations, including dues or fees;
Written confirmation of contract cancellation and closure of all accounts related to this ownership.
I appreciate the BBBs assistance in helping to bring this matter to a fair resolution, and I hope Holiday Inn Club Vacations reconsiders its position in good faith.
Sincerely,
**** ******
Customer Answer
Date: 06/03/2025

Complaint: 23213541

I am rejecting this response because:
Dear Ms. **************** you for the opportunity to respond to the message submitted by Holiday Inn Club Vacations Incorporated in relation to my complaint.
After reviewing their response, I must state that I do not find their reply satisfactory. Their message failed to directly acknowledge or meaningfully address the core issues outlined in my original complaint. For clarity and documentation, I am restating my position below:
Original Complaint Summary:
I would like to formally request the termination of my timeshare contract with ************ Resort due to significant misrepresentations made at the time of purchase and subsequent interactions that failed to deliver the promised benefits.
When I purchased my timeshare in October 2010, I was assured of:
Cost Stability and Value:
I was told maintenance fees would remain minimal and predictable. Contrary to this, the fees have nearly doubled from $986 in 2010 to $1,888 in 2025. This increase far exceeds the 4% annual cap initially described.
Exchange Opportunities:
I was informed that my membership with ********************** would provide flexibility and access to comparable or superior properties worldwide. In practice, I have faced extremely limited availability and strict booking windows that make this benefit practically inaccessible.
Bonus Time Access:
I was promised access to bonus time, a benefit that was poorly explained and has never been usable despite repeated inquiries.
In addition, I have been subjected to repeated high-pressure sales tactics, misleadingly labeled as owner reviews. These meetings have routinely gone far beyond the promised one-hour time frame and have been focused on upselling rather than resolving issues.
Holiday Inns Response:
Holiday Inn Club Vacations response simply reiterates generic options like payment assistance or enrollment in their Horizons program, both of which still require me to remain financially bound to a contract that was misrepresented from the beginning. Offering me a way out that includes further financial obligation does not resolve the fact that I was misled at the point of sale and throughout ownership.
My Position and Request:
This situation involves repeated and systemic misrepresentation of the products value and associated costs. Continuing to hold me financially responsible especially after 15 years of ownership during which the promised benefits were never fully accessible is unjust and unethical.
As such, I respectfully renew my request for:
The full and immediate termination of my timeshare contract with Holiday Inn Club Vacations at ***********************************;
Relief from any remaining financial obligations, including dues or fees;
Written confirmation of contract cancellation and closure of all accounts related to this ownership.
I appreciate the BBBs assistance in helping to bring this matter to a fair resolution, and I hope Holiday Inn Club Vacations reconsiders its position in good faith.

Sincerely,

**** ******

Business Response
Date: 06/06/2025
We have received the second rebuttal complaint filed by Ms. ****** (Owner). We have reviewed each of her allegations and previously responded with specificity addressing each of the issues raised in her complaints.
Upon receipt of her latest rebuttal, we again conducted a thorough investigation of Owners account and re-verified that her contract documents were duly executed and that she received all requisite disclosures applicable to her purchase,including instructions on how to timely request cancelation of her contract within the statutory rescission period. Since all documentation executed at the time of sale is in order, signed and acknowledged by Owner, and because we could not substantiate her claims of misrepresentation, we stand by our initial responses and our position remains unchanged.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Initial Complaint
Date:04/11/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went on a vacation to Orange Lake Resort in ***************** on February *******. Upon checking in I was talked into attending a 90 minute presentation to save money on the lazy river and arcade. The 90 minute presentation turned into a 5 hour long nightmare. I have never in my life felt so manipulated and violated. I dont know how many ways a person can say no but they kept coming back and would not take no for an answer. After hours of this I agreed to sign up. I should have just got up and walked out but they broke me. I was literally sick when I walked out of there. I put the paperwork in my suitcase and did not look at it until a few weeks after I got home at which time I saw I had 10 days to cancel this without any penalty. I was furious, that was never pointed out to me or I would have done this. I returned home and ended up very sick with COVID. By the time I sent my request in writing I was 8 days late. I have not even completed the full deposit and have no intention on using any of this. I have received no benefit but very much grief over this. I am now getting calls because I canceled my credit card so they cannot continue to take money. They will not return my calls and the only ones that call are the ones trying to collect. I am begging you to cancel this. I am not asking for what I have already paid just let me out of this nightmare.
Customer Answer
Date: 04/14/2025
I am having trouble printing the authorization form needed to move forward
Business Response
Date: 05/07/2025
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) regarding the complaint filed with your office by ****************************** owns one (1) annual Standard beneficial interest in the Orange *************** (the Ownership) that she purchased from the Company on February 25, 2025. The Ownership entitles Owner to ****** points every year in the Companys points-based program, the Holiday ******** Exchange (Club). The points-based ownership offered through the Club is flexible and Owner may utilize his Club points to secure (i) reservations at any of the Companys thirty (30) resort locations,(ii) resort accommodations through RCIs external exchange program, and/or (iii) hotel accommodations at ***-branded hotels worldwide through **** One Rewards Program. In addition, the ********************** program also allows owners to use Club points for discounted airline tickets, car rentals, cruises, and more.
Check-in. Owner states that during check-in, she was offered discounts on resort amenities in exchange for her attendance at a timeshare sales presentation. Please note in May 2024, Owner secured a reservation at the Orange Lake Resort in *********,******* for February 24, 2025 through February 28, 2025. At check-in, Owner was offered a $200 gift card to be used onsite at the Orange Lake Resort in exchange for her attendance at a Company-sponsored sales presentation. She was further advised that if she did not attend the sales presentation, she would not receive the proffered incentive. However, attendance at the Companys timeshare presentations is always voluntary. If Owner participates in one of the ****************** promotions that offers incentives in exchange for her attendance, Owner will be required to attend the presentation in order to receive the offered incentive(s). If Owner does not wish to attend additional timeshare presentations in the future, she is welcome to decline any promotions, invitations, or incentives offered to her in exchange for her attendance.
Duration. Owner expresses dissatisfaction with the length of the Companys sales presentation and claims she was there for five (5) hours. The Companys timeshare presentations are approximately 90-minutes for new purchasers, with the actual duration being dependent upon the level of interest of the prospective purchaser and the questions asked. Our records show that Owner checked into the presentation at 8:22am and checked out at 11:40am, approximately three (3) hours later. At the conclusion of the timeshare presentation, when Owner expressed an interest in making a purchase, inventory was selected and contract documentation was prepared, reviewed, and executed,which accounts for any additional time Owner may have spent at the sales center past the 90-minute required duration.
Sales Presentation. Owner states that during the sales presentation, she felt manipulated and violatedand that the sales personnel would not take no for an answer. The Companys sales consultants are enthusiastic about vacation ownership and the Club program; however, they do not force prospective purchasers to purchase timeshare interests. In fact, many prospective purchasers who attend the Companys timeshare presentations leave the sales center without making purchases and persons who express a desire to leave the sales center are not prevented from doing so. If at any time during the sales presentation or contract execution, Owner determined that she did not wish to consummate the purchase, she was welcome to notify the sales consultant and/or the ***************** Officer (as applicable) of the same and to leave the sales center without making a purchase. At the time of purchase, Owner executed the Sales Pre-Confirmation Checklist on which she identified her primary reasons for purchasing the Ownership as relaxation, family time, and space +privacy. As such, we dispute that Owner made a purchase that she did not want as her reasons for purchasing reflect otherwise.
Rescission. Owner claims she was not given proper disclosure of the rescission period applicable to her purchase. We dispute this claim as her statutory rescission rights were fully and conspicuously disclosed to her at the time of purchase. Furthermore, Owner was required to meet with a ***************** Officer to review the contract documentation and the details of her purchase to ensure that she had a full understanding of the terms and conditions associated with the Ownership. In addition, all purchasers receive copies of their executed documentation at the time of purchase, without exception, which disclosed that timeshare purchases could be rescinded upon the timely exercise of the purchasers rescission rights. Owners rescission rights were fully set forth on the Purchase Agreement, Receipt for Timeshare Documents and ***************** Disclosure provided to Owner at the time of purchase of the Ownership. Please note the fact that Owner not only received full written disclosure which set forth this information, she also specifically signed these documents signaling her understanding of the same. The Company abides by the rescission period established by applicable laws and Owner was afforded the opportunity to review and rescind her purchase within the rescission period, which she did not do. Had Owner requested contract rescission in writing within the rescission period, the Company would have immediately canceled her purchase. As such, we reject her allegations that the sales personnel were not transparent about the terms and conditions of her purchase or that information was omitted in connection therewith.
Cancelation Request. Owner requests that the Company cancel her account for the Ownership and states that she has no intention to utilize the Ownership. Owners choice to forego use of her Ownership is not a basis for contract cancelation. Additionally, we found nothing to substantiate Owners claims of wrongdoing on the part of the Company. Furthermore, Owners rescission period has expired, and she has outstanding financial obligations owed to the Company. Accordingly, Owner is not entitled to contract cancelation. Notwithstanding the same, owners who no longer desire to retain their timeshare interests may surrender the same to the Company through the Companys Horizons Program. To be eligible for participation in the Horizons Program, an owner must first satisfy his or her mortgage obligations, and be current on all other financial obligations, which terms were fully disclosed to Owner at the time of purchase. However, because Owner has outstanding mortgage and other financial obligations owed to the Company, Owner is not eligible to participate in the Horizons Program at this time.
Our records reflect that at the time of purchase Owner elected to remit $500 towards the down payment and opted to remit the remainder of the down payment in four (4) additional installment payments. However, to date, Owner has not made any additional installment payments other than the initial $500 payment at the time of sale. Our records further reflect that our agents have spoken to Owner on several occasions and offered to alter the due date of the down payments. Owner has declined and requested cancelation each time. Owner was advised that she was outside of the rescission period for contract cancelation. Owner was further advised that failure to remit payment will cause the Ownership to be canceled pursuant to the default provisions of the Purchase Agreement. The ********************************************** is ready to assist Owner with making payment that so she may enjoy the benefits of her Ownership, and she may contact them at **************.
Customer Answer
Date: 05/08/2025

Complaint: 23193391

I am rejecting this response because:
They were not transparent with the rescission period, yes it was in my paperwork and unfortunately I was a few days past that by the time I mailed my request due to coming home and getting COVID. I called them immediately and was told too bad. As for the entire process looking back I could have gotten up and left at anytime but when they keep coming at you when you keep saying no that is not enthusiasm that is pure manipulation. I said no multiple times in this presentation and to keep coming back over and over and asking me well what can you afford I said nothing and they kept coming. Then she calls her manager over for even more abuse. This is the worst experience I have ever encountered a total lack of compassion for people. I am asking to cancel this keep my deposit I have already paid and you are threatening to ruin my credit and my life. I hope others see this and think twice before even attending one of your presentations. I have been to other presentations and this by far was and is a total nightmare.
Sincerely,

***** ********
Business Response
Date: 05/13/2025
We have received the rebuttal complaint filed by *************************** We deny Owners accusations of manipulationand abuse. Owner freely identified the reasons she desired to enter into her purchase on the contract documentation she executed. Furthermore, it is unlikely that Owner would have identified those reasons for purchasing, or purchased at all, if she was abused during the course of the sales presentation. If Owner does not wish to attend additional sales presentations in the future, she is welcome to decline any invitations and/or incentives offered to her in exchange for her attendance.
Owner further claims that she advised the sales personnel that she could not afford the options presented. Our sales consultants fully and accurately present the financial terms and conditions of the purchase to the prospective purchaser, but do not speculate on affordability as that is for the prospective purchaser to determine based on his or her circumstances. Upon conclusion of the sales presentation, contract documents were generated for Owners review and execution. Owner was provided the opportunity to review in detail all of the documents prior to signing and could have asked for clarification regarding anything that she did not fully understand in connection with her purchase. Owner signed a Purchase Agreement, Promissory Note, Closing Disclosure and Mortgage for the Ownership, all of which clearly disclose her financial obligations. If Owner determined that the financial obligations attendant to her purchase were not acceptable, she was welcome to decline to execute the purchase documentation, or alternately, cancel the purchase within the rescission period.
The date of purchase was February 25, 2025. The purchase transpired in *******, and as such, Owner was afforded ten (10) calendar days after the purchase date in which to rescind the contract. Accordingly,the last day for Owner to exercise her rescission rights was March 7, 2025. Both the Purchase Agreement and the *************** Disclosures executed by Owner clearly disclosed the ten (10) day rescission period. Owner received disclosure that the Ownership may be canceled via hand delivery or mail in the manner set forth in the Purchase Agreement. By Owners own admission in the complaint, she did not send written notice within the rescission period. As such, her contract is binding.
Please be advised that the Company reports the status of each account, whether current or delinquent, to Experian on a monthly basis. Our records show that Owner has not remitted any payments under the Ownership since the purchase date. We encourage Owner to contact our ************************************* who remains willing to assist Owner with her payment obligations.
As no new information is presented warranting contract cancelation, we respectfully deny Owners request for the same.
Customer Answer
Date: 05/14/2025

Complaint: 23193391

I am rejecting this response because:
Your response is the furthest thing from the truth. Your sales tactics are extremely forceful and quite disturbing. I did respond with a firm no many times throughout the presentation and was pushed into this. I did not give those reasons for purchase, those examples were given to me. I was coerced into trying to apply for a credit card to pay the down payment since I CLEARLY stated I did not have and could not afford but that did not stop them. Again I could have got up and walked out but after so many hours I felt beat down and intimidated. I was so distraught I put the documents in my suitcase and did not look at them until I got home, at which time I was very sick with COVID I was 6 days late mailing my request to rescind. I have received no benefit and stated you can keep the $500 deposit you talked me out of. I just want this harassment to end.
Sincerely,

***** ********
Initial Complaint
Date:04/09/2025
Type:Sales and Advertising 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 want to express how incredibly disappointed we are with our entire experience with Holiday ********* From the start, we felt pressured and overwhelmed during the sales process. We said "No" multiple times, but we were held for over three hours and passed around to several managers, including a director, with the "Today Only" pitch. We were told this would be a great investment, that we could rent or sell it, but none of that has turned out to be true. Maintenance fees werent even brought up during the sales talk. Booking has been a nightmarewhat we were promised does not match reality. We were told ****** points would get us a week and a half of vacation time, but it only gets us four days. On top of that, we paid $99 to carry over points so we wouldnt lose them, and we still lost them! We do not want this to pass to our kidsits been nothing but stress and disappointment. This experience has been awful, and I wouldnt recommend it to anyone. We need help to resolve this as soon as possible.
Business Response
Date: 05/13/2025
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by ********************** We appreciate the opportunity to respond to the concerns set forth therein.
Owner entered into her transaction with the Company on September 14, 2021, at which time she purchased an annual Standard beneficial timeshare interest in the Orange *************** (the Ownership) entitling her to ****** points per annum in the Companys points-based exchange program, the Holiday **************** Owner may use Club points to secure (i) reservations at any of the Companys thirty (30)resort locations, (ii) reservations at thousands of ***************************** (***) branded hotels and resorts worldwide through the Companys affiliation with ***, (iii) reservations at thousands of resorts worldwide through the Companys exchange affiliate, ***, and (iv) discounts on airfare,car rentals, cruises, and more, through the ********************** program.
Pressure. Owner claims she was pressured to purchase the Ownership. We dispute this claim. The Companys sales consultants are enthusiastic about vacation ownership and the Club program; however, they do not force prospective purchasers into purchasing timeshare interests. In fact,many prospective purchasers who attend the Companys timeshare presentations leave the sales center without making a purchase and persons who express a desire to leave the sales center are not prevented from doing so. 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, while also disclosing that the reduction in price will have a corresponding reduction in the number of Club points allocated thereto. If at any time during the sales presentation or contract execution, Owner determined that she did not wish to consummate the purchase, she was welcome to notify the sales consultant, manager and/or the ***************** Officer (as applicable) of the same and to leave the sales center without making a purchase. At the conclusion of the timeshare presentation, Owner freely advised the sales consultant that she wanted to purchase the Ownership, and she identified cost-value, travel options, and transferrable on the Sales Pre-Confirmation Checklist executed at the time of purchase her primary reasons for entering into said purchase. As such, we dispute Owners assertion that she was not interested in purchasing the Ownership.
Duration. Owner expresses dissatisfaction with the length of the Companys sales presentation and claims she was there for three (3) hours. Please be advised that the Companys timeshare presentations are approximately two (2) hours for new owners, with the actual duration being dependent upon the level of interest of the prospective purchaser and the questions asked. At the conclusion of the timeshare presentation, if a prospective purchaser expresses an interest in making a purchase, inventory will be selected and contract documentation will be prepared, reviewed, and executed, which accounts for any additional time Owner spent at the sales center in connection with her purchase.
Purchase Urgency. Owner claims she was told that the offers presented to her during the sales presentation were only valid for that day. Please be advised that the Companys inventory changes daily. As such, if a prospective purchaser expresses an interest 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 inventory selection are offered as on-tour incentives, and we do not guarantee that the same pricing will be offered or available at a later date, which is what Owner was advised at the time of purchase.
Financial Assurances. Owner claims the Ownership was sold as an investment and states she was advised that she could rent and/or resell the same for profit. We dispute these claims. The Company does not sell its product as financial investments and prospective purchasers are advised that they should not be purchased as such. Timeshares are use-based products, the value of which is realized through the use of the same. Owner was provided with clear disclosure that the purchase was for her personal use and enjoyment and without any expectation of receiving any monetary gain, and that the resale market for timeshare interests is poorly established, which disclosures are memorialized in the contract documents she executed, specifically the Purchase Agreement and Owner Clarification Form.
Maintenance Assessments. Owner claims that the maintenance assessments attendant to the Ownership were not disclosed at the time of sale. We dispute this claim. Please be advised that at the time of purchase, Owner elected to roll the first years annual maintenance assessments into her mortgage, which election is fully memorialized in the contract documentation executed by ******** addition, the Sales Pre-Confirmation Checklist and the Owner Clarification Form executed by Owner both clearly identify the amount of the maintenance assessments applicable to the Ownership (i.e., $356.00) for the then-current year (i.e., 2021). The Owner Clarification Form executed by Owner further disclosed that:
Assessments for each Timeshare Interest are billed annually, usually in November. Payment is due by January 1 of the following year. If you elect to finance your first years Assessments,you are only financing your first years Assessments and you will be billed annually for all subsequent years Assessments and you will be responsible for payment of all subsequent years Assessments.
All payment obligations attendant to Owners purchase were fully disclosed to Owner in writing at the time of sale. In addition, the governing documents applicable to Owners purchase clearly disclose that the maintenance assessment obligation is on-going and the fact that it is subject to increase. The Association strives to keep maintenance assessments as low as possible; however, there are factors that are outside of our control, including but not limited to, increases of insurance premiums, cost of materials to maintain the property, and increases to real estate taxes that impact these fees. We will continue to work with the Association to keep maintenance assessments as low as possible while maintaining and improving the facilities for the benefit of all of our owners.
Booking. Owner claims she was provided assurances that ****** Club points would entitle her to a week and a half vacation, but that she can only book four (4) days. Please note that the number of Club points required for any given reservation is entirely dependent on specifics for such reservation (i.e., the length of the stay, the size of the accommodations, the season, etc.). Our sales consultants do provide prospective purchasers with examples of how they might choose to utilize their Club points. However, in recognition that there are many factors that impact the number of Club points required per reservation, our sales consultants do not provide prospective purchasers with guarantees that they will be able to complete a specific number of vacations each year and/or that they will have a sufficient number of points for each desired reservation. When Owner expressed an interest in ********* ownership but objected to the recommended purchase on the basis of price, the sales consultant presented Owner with alternate inventory having lower purchase prices while advising that the reduction in price entailed a corresponding reductions in the number of Club points allotted thereto. When Owner opted for the Ownership, the sales consultant utilized the Member Guide to show Owner the type of reservations that could be secured at the Companys resorts with ****** Club points. She also recommended that Owner consider the 0-20,000 point exchanges offered through ****
Please note that ****** Club points is sufficient to book weekend and even week-long reservations at several of our resort locations. For example, Owner may book a week-long reservation in a studio unit at the ******************** Resort located in ************, ************** during Value Season for ****** Club points. Owner may also book a 4-night stay from Sunday through Thursday at the Companys ***** Walleys Resort during Bronze Season for ****** Club points. Furthermore, through the Ownership, Owner has access to **** Last Call Program, which allows owners to book deeply discounted last minute vacations without the expenditure of any points. Please note, however, that such *** transactions require the payment of additional fees and are subject to availability, which was clearly disclosed at the time of purchase. In addition, to the extent Owner finds that she requires more than ****** Club points to secure her desired reservations, she is welcome to allow her current years Club points to roll over to the following year. As a point of clarification, Club points are deposited into Owners account on January 1 of each year and expire on December 31st of the year after they are deposited into an Owners **********, for example, if Owner wants to secure a reservation that requires more than an expenditure of ****** Club points, she can allow the ****** Club points she receives for the current year to roll over to the next year where an additional ****** Club points are deposited into her account on January 1. Owner will then have ****** Club points to secure reservations prior to December 31 when the rolled over points expire. Owner also has the option of extending her Club points, borrowing Club points from the next calendar year or renting additional Club points; however, additional terms and fees apply, which was clearly disclosed in the Member Guide provided to Owner at the time of purchase.
Upon review of Owners use history,we find that she has completed one (1) week-long reservation and transferred ****** Club points to the *** One Rewards Program, where points-so deposited never expire. Notwithstanding the foregoing, to the extent Owner is experiencing difficulty securing reservations, we encourage her to contact a Vacation Counselor at **************, who will be happy to assist in that regard.
Inheritance. Owner expresses concern with her children inheriting the Ownership and the financial obligations attendant thereto. Please be advised that the Ownership constitutes a real property interest that can be transferred to Owners heirs in the same manner that other real property can be transferred. If the underlying mortgage obligations have been satisfied, those heirs will take title free and clear of any mortgage obligations; however, they will remain liable for the annual maintenance assessments, which assessments constitute an on-going obligation that runs with the land and any costs associated with their use of the Ownership. To the extent that Owners heirs do not wish to take title of the Ownership, they can elect to disclaim the same through applicable inheritance laws.
Cancelation. Owner requests account cancelation. Please be advised that the rescission period has expired rendering Owners request untimely. In addition, we have confirmed that the documentation executed by, and provided to, Owner at the time of purchase is in order and that she received full and accurate disclosure of the terms and conditions of the Ownership. Furthermore,Owner has outstanding mortgage obligations owed to the Company. For these reasons, Owner is not entitled to, or otherwise eligible for, cancelation.
To the extent Owner is experiencing financial hardship, we encourage Owner to contact the ********************************************** at ************** to speak with an agent who will be happy to assist with maintaining her account current.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Customer Answer
Date: 05/20/2025

Complaint: 23184875

I am rejecting this response because:

Thank you for your response to my concerns. While I appreciate the acknowledgment of my complaint, I strongly disagree with several of the points youve raised and feel it is necessary to address them directly.

1. High-Pressure Sales Tactics
You state that your sales consultants are enthusiastic but do not pressure prospective buyers. My experience was quite the opposite. Throughout the presentation, we repeatedly expressed our disinterest and financial constraints, only to be presented with relentless pressure. We were made to feel that we could not leave until we agreed to purchase. Claiming that we freely decided to purchase, disregarding the high-pressure environment created by multiple representatives. Offering lower-priced options does not negate the undue pressure applied until I succumbed.

2. Presentation Duration
While you state that presentations are approximately two hours, mine persisted for almost five hours due to continued sales pitches and attempts to secure my purchase. This timeline far exceeds what was presented as standard practice, and the overly lengthy process added to the feeling of being coerced to make a decision.

3. Claims of Urgency
While we understand inventory and pricing may change daily, the representations made felt like scare tactics, with repeated mentions that the offers presented were only valid that day. This created undue urgency and severely limited the time we had to make an informed decision. The presentation was structured in a way that discouraged taking time to consider our options, which I find deceptive.

4. Financial Misrepresentations
You claim that your product was not sold as an investment. However, I was directly assured that my purchase could provide rental income and be resold at a profit, should I choose to do so. These statements heavily influenced my decision to proceed. To now assert that these claims were never made contradicts my personal experience.

5. Ongoing Maintenance Assessments
While you say these costs were disclosed, they were barely mentioned during the sales presentation. The true financial burden associated with annual maintenance fees was not made clear, nor was the fact that these fees could increase over time. What little reference was made to maintenance costs minimized their ongoing nature, leaving me unprepared for the long-term financial commitment.

6. Booking Limitations
I was assured that the points I purchased would allow me to book a substantial vacation, yet in practice, the points barely cover a few days at most. Your suggestion that I roll over points or pay additional fees to enhance my options was not something clearly explained during the sales presentation. This lack of transparency misrepresented the true value of the points I purchased.

7. Concerns Regarding Heirs
While I understand that timeshare ownership constitutes a real property interest, I was not adequately informed about the potential financial burden this would place on my heirs. The long-term nature of these obligations and the inability to transfer them freely were not fully disclosed at the time of purchase, making this aspect especially troubling.

8. Request for Cancelation
I fully understand that the rescission period has expired. However, my continued requests for cancellation stem from the high-pressure, misleading, and incomplete manner in which this transaction was executed. The financial burden this has caused my family is significant, and I am advocating for a just resolution that takes into account the unfair tactics I experienced.
I respectfully reiterate my request to cancel this account. I ask that you reevaluate my case and seriously consider the financial hardship, emotional stress, and misleading practices involved in this purchase.
Sincerely,

**** ********
Business Response
Date: 05/27/2025
We have received the rebuttal complaint filed by **********************
Owner restates her dissatisfaction with the Companys sales process and reiterates that our sales consultant misrepresented the terms and conditions of the Ownership. We maintain our position that the Companys sales consultants are thoroughly trained on the Club program and provide prospective purchasers with full and accurate disclosures at the time of the sales presentations, which is then supported and memorialized within the purchase documentation provided to prospective purchasers for review. To that end, Owner was afforded the opportunity to review the contract documents in detail with the ***************** Officer prior to the execution thereof and to ask for clarification regarding anything she did not fully understand in connection therewith. Thereafter, Owner was also provided with copies of the executed contract documentation for further review and reference, which documentation clearly sets forth the terms of her purchase as well as Owners rescission rights. If Owner had any doubts prior to the execution of the contract documents, she could have elected to forego consummating her purchase or thereafter, provided the Company with written notice of her request to rescind the Ownership within the statutory rescission period thereto. Because Owner failed to exercise her rescission rights, her contract constitutes a binding obligation.
In closing, we have reviewed each of the concerns set forth in Owners complaints and have responded with specificity in our initial response. Because we are unable to substantiate Owners claims of misrepresentations and/or wrongdoing on the part of the Company, we stand by our previous response and our position remains unchanged.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Customer Answer
Date: 05/28/2025

Complaint: 23184875

I am rejecting this response because:
I am responding, again, to your position regarding the sales process and contract execution for our timeshare. While I appreciate your detailed response, I must firmly disagree with several key points and reiterate my concerns about the misrepresentation and lack of clarity during the sales process.
Firstly, your claim that the sales consultant provided full and accurate disclosures does not reflect my experience. During the sales presentation, the information presented was incomplete and, in some instances, misleading. The emphasis appeared to be on ******* the decision-making process rather than ensuring we had a clear understanding of the terms and conditions. Throughout this time, I felt pressured to proceed quickly, leaving little opportunity to thoroughly evaluate the contract documentation.
Additionally, while your procedures may include time for review with a ***************** Officer, this too felt rushed and insufficient. The review provided was not an in-depth explanation of the contracts terms, and there was a noticeable lack of opportunity to ask questions or seek further clarification. I would also note that the documentation provided at the time was extensive and not suitable for review within the limited timeframe we were given. We were under the impression that this step was a mere formality rather than an opportunity to comprehensively evaluate the contract.
Your assertion that I had time to review the documents post-execution does not account for the undue weight placed on finalizing the sale during the presentation. It also fails to consider the high-pressure environment, which left us feeling as though rescinding the agreement was not a realistic option. Misunderstandings and miscommunications during this process directly impacted my ability to make an informed decision, and I am confident that any objective reflection on the sales experience would reveal these challenges.
I understand contracts are binding under normal circumstances, but I entered into this agreement based on incomplete and unclear information, which violates the principle of informed consent. My effort to resolve this matter underscores my dissatisfaction with a sales process that fails to prioritize transparency and genuine customer understanding.
I would hope the Company would reconsider its position on this matter. I am seeking a resolution that accounts for the issues raised and reflects a commitment to fair treatment. I am happy to cooperate further if needed.

Sincerely,

**** ********
Initial Complaint
Date:04/08/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Holiday inn club vacation Purchased 4-30-2024 Have been unable to stay anywhere I actually want to stay. When I spoke to customer service, I would have to pay more to stay at a place that isn't disgusting. I agreed so I can be done with it and of course they cancelled saying it wasn't available even after I paid extra.This has been nothing but a pain and I would like a refund of $279
Business Response
Date: 04/17/2025
BBB Case # ********
We have received and reviewed the concerns as detailed in the Complaint referenced above.
Our top priority is to ensure that prospective purchasers are well informed about the terms of their purchases of vacation packages offered by Holiday Inn Club Vacations Incorporated (the "Company"). As such, we have established policies and procedures to ensure that those terms and conditions are fully disclosed prior to purchase.
The Company has contacted Ms. ***** regarding her concerns, and we are happy to report that we have reached a mutually agreeable resolution of the Complaint with her.
Sincerely,
/s/***** ******
***** ******
Manager-Paralegal
Holiday Inn Club Vacations Incorporated
Initial Complaint
Date:04/05/2025
Type:Billing 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 May 20, 2024, my wife, ******* H *********, and I signed paperwork to be added to my fathers timeshare deed with Holiday Inn Club Vacations as part of routine estate planning. However, a few months later, while performing an annual free credit check, I discovered that a mortgage from Holiday Inn Club Vacations had been added to my Experian credit report.I contacted Holiday Inn Club Vacations to inquire about this discrepancy and was informed that I had signed a mortgage and note modification rider. My intention was to only be added to the deed. I engaged in lengthy conversations with multiple departments at Holiday Inn Club Vacations; however, I was advised that I should have sought legal counsel to understand the documents and that I was unable to be removed from the mortgage.Since then, my fathers health has deteriorated, and he has fallen behind on the mortgage payments. The late payments have been reported on my Experian credit report, causing significant damage to both my personal and business *********** reason I was unaware of being added to the mortgage is that I never received or signed a closing disclosure, which I believe is required by the Truth in Lending laws. If I had seen a disclosure with numbers, I would have understood that my father could not afford the high payments and that I would be responsible for them.Therefore, I believe that Holiday Inn Club Vacations is in violation of Federal Truth in Lender Laws. I kindly request that Holiday Inn Club Vacations remove me from the deed, mortgage, and have this information removed from my Experian credit report.
Business Response
Date: 05/07/2025
Thank you for contacting the Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by Mr. ********** We appreciate the opportunity to respond to the concerns set forth therein.
Our records show that on April ******, Ms. ******* ********* purchased an annual Signature beneficial interest in the Orange Lake Land Trust (the Ownership), which provides a point allocation of ******* points every year in the Companys points-based exchange program,the Holiday Inn Club. A review of her account notations reflects that on the date of purchase, Ms. ********* advised that she wanted to add her children to the Ownership. Ms. ********* was advised that in order to do so, her children would have to take an assignment of the contractual obligations and assume responsibility for the same, including, without limitation,the mortgage obligations attendant thereto. In connection therewith Ms. ********* received an Assignment of Contract and a Mortgage and Note Modification Rider for review and execution. Ms. ********* and her husband ***** E. *********, together with ******* ********* and Mr. ********* (***** K. *********) executed and acknowledged said documents in May 2024 and returned them to the Company. These documents clearly and fully disclose that ******* ********* and Mr. ********* agreed to be added to the Mortgage and the Note obligations attendant to the mortgage. Accordingly, we deny Mr. ********** claims that he was not aware that he would assume the responsibility of the contractual obligations of the Ownership.
Additionally, we deny Mr. ********** claims that the Company has violated the Truth in Lending Act (TILA) by failing to provide him with a Closing Disclosure. According to the TILA-RESPA Integrated Disclosure Rule, if there are significant changes to the loan terms, the lender is required to provide a corrected Closing Disclosure, including changes to the interest rate, loan amount, or other key terms. However, because the terms of the loan agreement were not altered, the Company is not required to provide a corrected Closing Disclosure. As such, we maintain that Mr. ********* was added to title to the Ownership within the confines of the law.
Mr. ********* requests to be removed from the Ownership. Please be advised we are unable to remove Mr. ********* from the title to the Ownership until such time as the mortgage obligations have been satisfied. As of the date hereof, Mr. ********* and the three (3) co-owners (i) are still the joint owners of record, and (ii) have outstanding financial obligations owed to the Company. At this time, we respectfully decline Mr. ********** request to remove him from title to the Ownership.
Mr. ********* expresses concern that his interest in the Ownership has harmed his credit. Please be advised that the Company reports the status of each account, whether current or delinquent, to Experian on a monthly basis. Our records show that no payments have been remitted under the Ownership since January 2025. These delinquencies have been accurately reported to Experian. The non-payment of mortgage obligations often leads to reduced credit scores.
Please be advised that once the mortgage obligations are satisfied, Mr. ********* is welcome to contact the *********************************** at CPM-************************************************ for additional information for changing title to the Ownership, and an agent will be happy to assist in that regard. Alternatively, due to the delinquency under the Ownership, the Company is agreeable to releasing Mr. ********* and the co-owners from further responsibility for the Ownership by allowing them to surrender the Ownership back to the Company by signing a Deed in Lieu of Foreclosure (the **** to transfer the same back to the Company. Please note that the signatures of all parties will be required in order to surrender the Ownership via *** in order to avoid the foreclosure of the ****************************** would like to move forward in this regard, we ask that he notify the ************************* of the same at ********************************************* by June 8, 2025 (the *** Deadline) at which time we will cause the *** to be prepared for review and execution by Mr. ********* and the other co-owners of the Ownership. Failure to notify the Company of their acceptance of the *** offer by the *** Deadline will be deemed a rejection of the Companys *** offer and we will assume that Mr. ********* and the co-owners have elected to retain the Ownership and to cure the delinquencies under the Ownership.
Customer Answer
Date: 05/12/2025

Better Business Bureau:
I work in real estate myself and this response is untrue for multiple reasons. They do still need to provide a closing disclosure as we were never given any information on the terms of the mortgage and additional owners can absolutely be removed from deeds prior to the satisfaction of the mortgage. In any case, we are happy to get a deed in lieu of foreclosure to cut ties with Holiday Inn and we encourage them to rethink their sales procedures and policies surrounding what is and is not provided to additional owners who were not present for the presentation. Holiday Inn can expect an email from me at the email address they provided.

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:04/03/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a stay at the *** Holiday Hills for my family. We arrived Wednesday March 19th and stayed until March 22nd. My family swam in the hotel pool Thursday and Friday. On Friday I noticed my son started to have a red rash on his chest, legs and arm (see photos). I got him out of the pool, took his floatie off and saw the rash was where the float was sitting. We called a Nurse Practioner and she said it was "chemical burn" due to pool chemicals. We got my son back to the room, rinsed him off and saw the burns. My daughter also had burns on her legs, and up her side where the chemicals had sat on her side. My nephew had chemical burns on the back of his neck. I alerted the hotel staff at 5:30 and showed photos. The staff did not do anything. I've documented the burns, and kept medicine on it. Since getting home my other in law also has rashes on her arms and leg. I reported it to *** corporate and was told by Assistant Manager ******** A- that there were no issues from the chemicals, and they can't do anything further. I have since reported them to the health ***** I was told because no one else reported the issue that it wasn't the pool. I am disgusted by the hotels handling of this issue. This is a chemical burn on a four year old and the hotel told me they couldn't do anything.
Customer Answer
Date: 04/03/2025

Customer Answer
Date: 04/07/2025
Here is the form.
Business Response
Date: 04/29/2025
Holiday Inn Club Vacations Incorporated (the Company) is in receipt of the complaint filed by Ms. ******** (the Guest). The Company has reviewed the Guests claims and we appreciate the opportunity to respond to her concerns set forth therein.
We confirm that on March 12, 2025, the Company received notice that the Guest made a reservation in a standard two-bedroom unit at the Companys Holiday Hills Resort located in *******, ******** (the Resort) with a scheduled check-in date of March 19, 2025 and check-out date of March 22, 2025 (the Reservation). During the Reservation, on March 21, 2025, the Resort received report of skin irritation by the Guest. Specifically, the Guest claimed that her minor children traveling with her received chemical burns from the pool. Please note that following the Guests claims, the indoor pool and hot tub that were open for use and confirmed used by the Guest and her children (collectively, the Pools), were immediately inspected for any chemical abnormalities in order to protect the safety of our guests and owners alike. The result of those inspections indicated that the *************** were at their ideal levels. The Guest was informed of the same and offered the option to complete an Incident Report. The Guest advised that she would come to the front desk of the Resort upon check-out and obtain the Incident Report Form,however, she never appeared to claim the same.
Please note that it is our top priority to assure that our resort amenities are in quality condition for our guests and owners. We have established policies and procedures to assure that the time is taken to consistently clean and monitor the maintenance of each amenity. If ever there is an amenity that is not to the quality standard we strive to provide, once brought to our attention, we endeavor to correct any areas that need improvement right away. Notwithstanding the foregoing, based on the facts that (i) the Resorts Pools were tested for chemical abnormalities and came back normal, (ii) there were no reports from other Resort guests using the Pools of similar nature, (iii) the Guest declined to file an Incident Report, and (iv) the Guest has not provided any medical proof of chemical burns to her children, we respectfully deny her request for any billing adjustment to her Reservation.
We value the Guests continued relationship with the Company and look forward to the opportunity of providing her with a positive experience in the future.
Initial Complaint
Date:03/31/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On February 10, 2024, I was contacted by Holiday Inn Club Vacations while booking a reservation with a Holiday ********** I was told that my ************* reward points were expiring, but that I could as a loyal customer, evaluate new *** locations in places like ********* within the next year and "give them a review" as a reward. This was clearly all a lie. **At no point was a time share mentioned or discussed in any way**. I gave them a $249 deposit, which they said I'd get back, but due to my subsequent work schedule, I was unable to attend. As a longtime 20+ year ************* member, I was completely shocked that they wanted to keep my money. *** should do the right thing and refund me, as I've been a ************* member for decades and I was clearly deceived every step of the way. From piggybacking a legitimate call to one of their locations to creating the illusion of rewarding long-time business, it was nothing but smoke and mirrors from the beginning and Holiday Inn Club Vacations should not be able to profit from such practices.
Business Response
Date: 05/08/2025
BBB Case # ******** (the Complaint)
We have received and reviewed the concerns as detailed in the Complaint referenced above.
Our top priority is to assure that prospective purchasers are well informed about the terms of their purchases of vacation packages offered by Holiday Inn Club Vacations Incorporated. As such,we have established policies and procedures to ensure that those terms and conditions are fully disclosed prior to purchase.
The Company has contacted Mr. ****** regarding his concerns, and we are happy to report that we have reached a mutually agreeable resolution of the complaint with him.
Sincerely,
******** *******
Holiday Inn Club Vacations Incorporated
Initial Complaint
Date:03/31/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to formally lodge a complaint against Holiday Inn Club Vacations regarding our ongoing issues with our timeshare properties. This situation has become increasingly frustrating and unacceptable.We purchased our second timeshare on September 29, 2014, in Orlando, *******, after the merger with *** *** Resort. Initially, we believed this investment would provide us with valuable vacation opportunities that we could pass down to our children or sell for a profit. However, our experience has been the **************** a vacation has been a nightmare. We were repeatedly told there were no rooms available through our timeshare, yet we found numerous options online via third-party sites. It became clear that only a limited number of rentals are allocated to timeshare owners, leaving us at a disadvantage. The convoluted booking process and lack of support have made using our timeshare points extremely frustrating.Additionally, upon checking into the resorts, we were continually pressured to attend meetings, which turned out to be aggressive sales pitches for yet another timeshare. This harassment while attempting to enjoy our vacation is unacceptable.Our accommodations have been subpar, with issues including rooms infested with ants, broken appliances, and dangerous conditions such as shattered glass and uncleaned areas. The cleanliness and maintenance of the rooms have been grossly inadequate, leading us to feel neglected and undervalued as timeshare owners.We have not utilized our timeshare properties in over 3 years and are seeking to cancel both contracts immediately. This situation has become a waste of our time and money, and we will accept nothing less than a full cancellation of both properties.We appreciate your prompt attention to this matter and look forward to a swift resolution.Thank you,
Customer Answer
Date: 04/09/2025
I will be sending the authorization form as I wish to move forward with this complaint and require the BBB's assistance in this matter.
Customer Answer
Date: 04/11/2025
i have sent out the authorization form and I have been in contact with them through letter and phone multiple times within the past year
Customer Answer
Date: 04/14/2025
I sent this on Wednesday but here it is again.
Business Response
Date: 05/07/2025
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the Complaint filed with your office by **************************
Our records show that Owner entered into a purchase transaction with Cape Caribe, Inc. (Prior Developer) on April 13, 2014, at which time he purchased a biennial timeshare interest at the ******************** Resort (formerly known as ***************** Cape Caribe resort),located in **************, ******* (the Initial Ownership). On or around April 30, 2014,the Company acquired the ******************** Resort (the Acquisition). After the Acquisition date, on September *******, Owner entered into a purchase transaction with the Company for a biennial timeshare interest in the Orange Lake Resort located in *********, ******* (the Additional Ownership), and enrolled in the Companys points-based exchange program, the Holiday ******** (the Club), entitling Owner to ****** Club points during even years. At the time Owner purchased the Additional Ownership, Owner also enrolled the Initial Ownership into the Club, entitling Owner to an additional ******* Club points every odd year. It should be noted, however, that Owner later defaulted on his financial obligations and based on the extended delinquencies thereunder, the account for the Additional Ownership was canceled pursuant to foreclosure on July 2, 2024. As of the date hereof, Owner only owns the Initial Ownership.
Timeshare Presentation. Owner claims that he was pressured to attend meetings that were aggressive sales pitches. Firstly, attendance at the Companys timeshare presentations is strictly voluntary. The Company does offer incentives in exchange for attendance at its timeshare sales presentation. If Owner accepts such an offer, then his attendance at the Companys timeshare presentation will be required in order to receive the offered incentive. If Owner does not wish to attend additional timeshare presentations in the future, he is welcome to decline any promotions, invitations or incentives offered to him in exchange for his attendance. Secondly, we dispute Owners characterization of the Companys sales presentation as aggressive.The Companys sales consultants receive extensive training and exercise care in clearly describing in detail, the benefits, rights, and obligations attendant to the Club program and each purchase. And,while the sales consultants are enthusiastic about vacation ownership and the Club program, they do not pressure prospective purchasers to purchase timeshare interests. If prospective purchasers do not believe that the offers presented constitute good purchases at the right price, they are 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 purchasing timeshare interests, including Owner himself for which he has attended six (6) additional timeshare presentations since his purchase of the Additional Ownership where he left the sales center without making a purchase. As such, we maintain that Owner was fully aware that each presentation was for the sale of a timeshare interest and that he could leave each presentation without making a purchase,which Owner would still receive the offered gift incentive regardless of if a purchase culminated.
Financial Assurances. Owner refers to the Additional Ownership as an investment and states he was advised that he could resell the same for profit. We dispute this claim. The Company does not sell its product as financial investments and prospective purchasers are advised that they should not be purchased as such. Timeshares are use-based products, the value of which is realized through the use of the same. Owner was provided with clear disclosure that his purchase was for his personal use and enjoyment and without any expectation of receiving any monetary gain, and that the resale market for timeshare interests is poorly established, which disclosures are memorialized in the contract documents he executed, specifically the Purchase Agreement and Owner Clarification Form.
Inheritance. Owner claims that he was advised that he would be able to pass down the Additional Ownership to his children. Because the purchases for timeshare interests from the Company are deeded interests, owners are free to sell, gift, exchange or bequeath the property to their offspring, subject to any mortgages that they have placed on the property. Once the mortgage obligations are satisfied, the devisee takes title free and clear of any such encumbrance but will remain responsible for the assessments applicable to the timeshare interest and for the fees attendant to the use of the timeshare interest. If the owners heirs do not wish to take title to the timeshare interest, they are not obligated to do so and should be able to disclaim the same through applicable inheritance laws.
Availability. Owner claims that he has been unable to secure reservations at the Companys resorts due to a lack of availability. Owner may request reservations in standard units at any of the Companys resort locations up to ten (10) months prior to check-in. However, he may request reservations at the ******************** Resort up to thirteen (13) months prior to check-in. This additional three (3) month booking window provides Owner with the ability to secure reservations at the ******************** Resort prior to a majority of the ownership base. By taking advantage of the extended booking window, Owner can maximize his ability to secure his desired reservations at the ******************** Resort.
Our records reflect that since the Acquisition, Owner has secured sixteen (16) reservations at various Company resorts, which include thirteen (13) reservations at the Companys Orange Lake Resort, two (2) reservations at the ******************** Resort, and one (1)reservation at the Companys ************************************* in **********, ********** We would like to point out that each of the Orange Lake Resort reservations were secured less than two (2) months prior to check-in, and the ******************** Resort reservations were secured the day before and on the date of check-in for the reservation.
If Owner is experiencing difficulty utilizing the Initial Ownership and/or would like assistance securing desired reservations, we suggest that he contact a Club Counselor at ************** who will be happy to provide support in that regard. It should be noted, however, that Owners account is delinquent, and as such, his account is subject to use restriction and will remain subject to use restriction until it is brought current. Furthermore, Owners choice to forego use of the Initial Ownership is not a basis for contract cancelation.
Non-Member Reservations. Owner claims that he is competing with non-owners for reservations. This is inaccurate. At no time was Owner advised that the Companys resorts are exclusive to owners, and from time to time, the Company utilizes Developer-owned inventory that is not in the Club and for which Developer pays the maintenance assessments, in connection with its marketing promotions and as rentals on the rental market. Depending on resort locations, unit size and season, many of our units rent for more than $400 per night, whereas owners can secure reservations utilizing Club points, which Club points are replenished into their accounts on January 1 of each year. Owners also receive member benefits that are not available to non-members, including, without limitation,discounts, complimentary stays and reservation upgrades depending on each Owners membership level in the Club. Non-members are not eligible for Club membership benefits, nor do they have access to the Companys deeply discounted ******* offers.
Company Accommodations. Owner expresses concern with the condition of the accommodations he received in connection with his reservations. We apologize to Owner to the extent he found his accommodations to be lacking, as it is our top priority to assure that our resorts and units are in quality condition for our guests and owners, and to exceed the expectations of our owners during their stays at our resorts. We have established policies and procedures to assure that the time is taken to consistently clean and monitor the maintenance of each unit. If ever there is a unit that is not to the quality standard we strive to provide, once brought to our attention, we endeavor to correct any areas that need improvement right away. Upon receipt of the complaint, we reviewed our records for Owners reservations. Our records reflect that Owner notified the Orange Lake Resort in March 2016, July 2019 and March 2020 regarding issues with his accommodations. In connection with his March 2016 and July 2019 reservation, Owner received new accommodations once he expressed dissatisfaction accompanied by a refund and a complimentary cabana by the pool. With regard to Owners March 2020 reservation, when owner notified the front desk that the coffee maker was not working, maintenance was contacted and the matter was addressed promptly. Owner also received monetary restitution for this reservation as well. Notwithstanding the same, if Owner is accommodated in a unit, the condition of which does not meet his expectations, we encourage Owner to notify the resort staff so that we can address his concerns promptly.
Cancelation Request. Owner requests that the Company cancel both contracts immediately on the basis of misleading sales tactics. We find nothing to corroborate Owners assertions of wrongdoing on the part of the Company. We have confirmed that the documentation executed by Owner at the time purchase of the Additional Ownership is in order and that he received full and accurate disclosure of the terms and conditions of the respective purchase. And as stated above, the only timeshare interest currently owned by Owner is for the Initial Ownership. To the extent Owner has any issues regarding actions transpiring during the sales presentation for the Initial Ownership, it should be notated that the Company did not assume the liabilities of the prior developer,and Owners issues for that ownership should be directed to the prior developer. Our records also show that Owner has outstanding financial obligations owed to the Company under the Initial Ownership. As such, Owner is not entitled to, or otherwise eligible for, contract cancelation, and we respectfully deny his request for the same. We further find no basis to warrant a refund for either ownership.
Owner has not remitted any maintenance payments under the Initial Ownership since 2022. Continued non-payment may ultimately lead to foreclosure. To avoid further escalation, we encourage Owner to contact the ********************************************** at ************** to speak with an agent who will be happy to assist with providing any available options to help Owner with bringing his account current.
Customer Answer
Date: 05/08/2025

Complaint: 23140125

I am rejecting this response because:
I appreciate the response provided by Holiday Inn Club Vacations, but I must respectfully disagree with several key assertions and feel compelled to clarify my experience. While the company emphasizes that attendance at timeshare presentations is voluntary, this does not reflect the pressure and coercion present once a person attends. The incentives offered to entice attendance create an environment where declining is difficult, and once inside, the tactics used by sales representatives are far from casual or non-pressured. In my experience, these presentations involved persistent sales efforts, repeated verbal assurances, and pressure that made it uncomfortable and difficult to leave without agreeing to something. The number of presentations I attended is not an indication of a lack of pressure, but rather evidence of continued solicitation and manipulation.

With regard to the financial aspect of the ownership, I was clearly told during the sales presentation that the timeshare could increase in value and that resale was a viable option. This directly influenced my decision to buy. The company claims such statements were not made, but that is inconsistent with what I was told. Whether or not boilerplate disclaimers were embedded in the contract, verbal representations made during the sales process were misleading and not adequately contradicted in the documents provided. I entered into the agreement under the impression that there would be a possibility of financial return or at least a functional resale option, neither of which proved to be accurate.

Additionally, the representation of the timeshare as a legacy I could pass on to my children was oversimplified and misleading. The sales team presented it as a family benefit, something to enjoy and pass down, with no mention of the significant ongoing fees or the legal complications involved if my heirs chose not to accept it. This omission significantly misrepresented the long-term nature of the obligation. Had I known that the timeshare would become a financial burden for my family rather than an asset, I would not have made the purchase.

Regarding availability, while the company states that I made several reservations, these do not reflect the broader issue. My attempts to book desirable locations during preferred dates were often unsuccessful. The reservations I was able to secure were often last-minute, and only after multiple unsuccessful earlier attempts. The points-based system, while seemingly flexible, has practical limitations that severely hinder the ability to use the product as advertised. This undermines the core value proposition that was presented at the time of sale.

Finally, the company points to my current delinquency as justification for restricting my access and denying my request for contract cancellation. This conveniently ignores the context of why I ceased making paymentsdue to ongoing dissatisfaction, misrepresentations during the sale, and the product's failure to deliver what was promised. The foreclosure of the Additional Ownership does not erase the misleading nature of how it was sold. Moreover, the companys claim that it is not responsible for any issues related to the original ownership because of a prior developer acquisition is not a reasonable excuse to deflect responsibility. As the current holder and operator of the resort, Holiday Inn Club Vacations should accept responsibility for the ongoing obligations and representations made to owners it inherited.

I continue to maintain that the original purchase and subsequent transactions were made under misleading circumstances, and I request that Holiday Inn Club Vacations release me from this ownership and associated obligations. I seek to end an agreement built on false promises and coercive tactics. I respectfully request the BBB take this full context into account in assessing the fairness of the companys position.

Sincerely,

****** *******
Business Response
Date: 05/13/2025
We have received the rebuttal complaint filed by ******************** We maintain that Owner (i) was not forced to enter into a purchase agreement with the Company, and (ii) received full disclosure of all terms and conditions attendant to his purchase of the Additional Ownership, including without limitation, the financial obligations, and the statutory rescission period thereto. Yet Owner insists that he was wronged by the Company for the reasons set forth his complaints. We deny any wrongdoing on the part of the Company in connection with the sale of the Additional Ownership. Furthermore, the Company did not sell the Initial Ownership to Owner, nor did it assume the liabilities of the Prior Developer arising prior to the Acquisition. To the extent Owner has grievances regarding any alleged misrepresentations that were made to him prior to the Acquisition, we encourage him to address those concerns with the Prior Developer directly.
Upon receipt of Owners rebuttal, we again conducted a thorough investigation of Owners account. While we acknowledge that we were not present during the presentation, it is for this reason that we rely on the documents that were signed by Owner on date of sale. Owner had the rescission period to further review the purchase documentation and to determine if the purchase was not a good fit for him. If Owner did not believe that his purchase constituted a good purchase at the right price, he was under no obligation to execute the purchase documentation, or alternatively could have elected to rescind his purchase, which he failed to do.
In closing, we have re-verified that Owners contract documents were duly executed and that he received all requisite disclosures applicable to his purchase,including instructions on how to timely request cancelation of his contract within the statutory rescission period. Since all documentation executed at the time of sale is in order, signed and acknowledged by Owner, and because we could not substantiate Owners claims of misrepresentation, we stand by our initial response and our position remains unchanged.
Customer Answer
Date: 05/14/2025

Complaint: 23140125

I am rejecting this response because: I am deeply dissatisfied with the response provided by the resort, which I believe continues to ignore the core of my complaint and instead attempts to deflect responsibility by focusing solely on technicalities. I never claimed that I was forced in a literal or physical sense to enter into the agreement, but rather that I was misled and pressured through deceptive sales tactics that left me without a clear understanding of what I was signing up for. The suggestion that I was fully informed and that the documentation I signed somehow validates the companys conduct is not only dismissive, but also disingenuous.
Anyone who has gone through one of these high-pressure presentations knows how overwhelming and fast-paced they are, designed specifically to obscure key details and wear down objections.
To be clear, my grievance is not with the legality of the documents themselves but with the process by which I was induced to sign them. The company conveniently states that they were not present during the sales presentation, and yet they rely entirely on the paperwork that resulted from it, ignoring the substance of my complaint: that misrepresentations and omissions occurred during the presentation, which influenced my decision to proceed. That is the issue. If the resort is unwilling or unable to investigate what was said or promised during that presentation, then they are failing to address a fundamental part of this complaint.
Moreover, the companys repeated reference to the rescission period is disingenuous. The purpose of that period is to allow for review, but it does not excuse misleading or high-pressure tactics used to obtain a signature in the first place. Simply offering a few days to cancel does not undo any misrepresentations made during the saleespecially when the very language used to persuade a buyer may discourage them from backing out. Saying I had no obligation to go through with the deal ignores the psychological tactics often employed in these presentations.

Lastly, the attempt to distance themselves from the Initial Ownership by pointing to the acquisition of the property is irrelevant to the current complaint. I am not conflating the actions of the previous developer with the current company; I am clearly stating that the conduct at the time of this more recent saleunder the current ownershipwas misleading and manipulative.
In summary, the companys response completely fails to acknowledge or take responsibility for the substance of my complaint. I am not contesting that I signed paperwork; I am asserting that I did so under false pretenses. Until the company is willing to investigate the actual sales process and the behavior of its representatives, their response will remain insufficient and evasive.

Sincerely,

****** *******
Customer Answer
Date: 05/14/2025
I did respond to the complaint , the resort just answered today 5/14/25 and i rejected it and responded. And now this is closed this must be reopened as their was no solution to this matter.
Initial Complaint
Date:03/31/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Transaction date, 12-19-24 Amount, $71,089.97 Account Number ******* After 4 months of correspondence with Holiday Inn Club Vacations my husband and I want our account to be opened and remain as it was originally before 12-19-24. The Holiday ******** salesman Mr. ****** misinformed us on the purchase of a Trust. He misinformed us on what we were actually purchasing and lied about some of what we were going to be getting (like an expanded booking time and no reservation fees for ex.) which we never realized until we pressed them along the way of finalizing this transaction. The salesman, Mr. ****** and the notary, Mr. *********** never told us we were buying Signature Points over Regular Points. which was important And, isn't it the notaries job to clarify completely what we are buying? We have never used Signature and never would. All we wanted was to put the deeded properties into a Trust for our kids. When the paperwork was passed back and forth one of our kids was out of the country and couldn't get the paperwork notarized and still is not able to. We told them to cancel the transaction but they have now locked us out of the account, which we had paid for to begin with. The paperwork I am sending you says they would put things back to the way it was, but they did not and locked us out. Why would we buy a trust if we can't get the people on it that needs to be. I can't see how this can be, since we paid for the properties, and why would we want a trust if the people we want in it, can't be at this time. This transaction including lies, misinformation, and deceitfulness all to make a sale.
Business Response
Date: 05/18/2025
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed ************************ We appreciate the opportunity to respond to the concerns set forth therein.
Owner entered into her first transaction with the Company on February 23, 2006 for a standard interest at the Orange Lake Resort located in *********, ******** Owner has since entered in to eleven (11)different purchase transactions, each for a timeshare ownership, which ownerships consisted of the following: (i) five (5) purchase transactions for an interest in the Orange Lake Resort, (ii) one (1) purchase transaction at the *********** Resort in *********, ******, and (iii) four (4) purchases in the Orange *************** (Trust). Owners most recent purchase, which is the subject of her complaint,transpired on December 19, 2024, and was for a Signature beneficial interest in the Trust (the Active Ownership), entitling her to ******* points per annum in the Companys points-based exchange program, the Holiday ******** (Club).
Timeshare Presentation. Owner states that she was misinformed by the Company, claiming that she was liedto about the booking windows and reservation fees with her Active Ownership. We dispute this claim. The Companys sales consultants describe, in detail, the benefits, rights, and obligations, attendant to each timeshare purchase. Furthermore, we deny that Owner was not advised that she was buying Signature Points over Regular Points. Firstly, Owner freely identified on the Sales Pre-Confirmation Checklist her reasons for purchasing the Active Ownership as full signature and better booking window. Please be advised that owners of Signature Collection inventory are afforded priority access in which to book reservations in the Companys luxurious Signature Collection units, in the form of longer booking windows. Secondly, Owner met with a ***************** Officer who reviewed with her the details of her purchase to ensure that she had a full understanding of the terms and conditions associated with the purchase of the Active Ownership. Owner executed the Holiday ******** Exchange Program Membership Agreement which clearly disclosed that she would have ******* Signature points enrolled in the Club following her purchase of the Active Ownership. Thirdly, as an Owner for almost two (2) decades and of numerous timeshare ownerships, which Owner has secured almost fifty (50) reservations with the Company, we maintain that Owner is fully aware that reservations secured through the Company are subject to a reservation fee. At the time of Owners purchase in 2024, Owner was provided with clear disclosure that she is required to pay an internal reservation fee of $69 when booking reservations at the Companys resort locations, which disclosure is memorialized in the Sales Pre-Confirmation Checklist she executed. Notwithstanding the foregoing, Owner is not required to pay a reservation fee when booking MAXTime reservations (highly discounted last-minute reservations), or in connection with the complimentary stays afforded to her as a Premier Platinum member in the Club.
Account Access. Owner expresses concern regarding her inability to access the Companys member website to book reservations. We apologize for any inconvenience Owner has experienced in this regard. Upon review of our records we find that Owner was unable to utilize the member website because she entered an incorrect password repeatedly which ultimately locked her account. Upon receipt of the complaint, Owners account has been reset. To the extent that Owner does not remember her password, she may contact our *************** by calling ************** if she experiences any additional concerns or difficulty with accessing her online member account. In addition, we would like to note that in June 2024, the Company launched its My Vacation Portal, a brand-new and improved online owner portal aimed at providing owners with a more user-friendly experience. Owner can access the My Vacation Portal by visiting ******************** and logging in with her credentials. This new platform is periodically updated and enhanced to elevate the experience of our owners. Our records show that Owner has not yet accessed the new online member portal. It should further be noted that Owner has not made any payments since purchase of the Active Ownership, and as such, Owner will not be able to secure additional reservations or otherwise utilize her Club points until she cures the outstanding delinquencies thereunder. Owner may contact an agent in the ********************************************** by calling **************, to ascertain what options may be available to assist her with bringing her account current.
********************** Lake Land Trust; Inheritance. Owner claims her intent for purchase of Trust inventory was to put the deeded properties into a Trust for our kids. When Owner attended our timeshare presentation in December 2018, our sales consultant advised her that the Company had recently created the Trust, and that following its creation, the Company was no longer deeding owners a specific week in a specific unit at our resorts, but rather a deeded fractional interest in the Trust. This is not the same thing as putting ownership of assets in a trust, which can be accomplished through applicable estate planning. Notwithstanding the foregoing, because the purchases for timeshare interests from the Company are deeded interests, Owner is free to sell, gift, exchange or bequeath the property to her offspring, subject to any mortgages that she has placed on the property. Once the mortgage obligations are satisfied, the devisee takes title free and clear of any such encumbrance but will remain responsible for the assessments applicable to the timeshare interest and for the fees attendant to the use of the timeshare interest. If Owners heirs do not wish to take title to the timeshare interest, they are not obligated to do so and should be able to disclaim the same through applicable inheritance laws.
Please note that Owner advised the Company at the time of purchase that she wanted to add her children to the Active Ownership. Owner was provided the documentation necessary to add her children as co-owners of the Active Ownership, which would afford them the opportunity to utilize the same as if they were present on the date sale. However, this paperwork was not returned timely, and when it was returned,it was not executed properly. Furthermore,on the day prior to Owner filing her complaint, she advised our Company that she no longer wished to add to her children to the Active Ownership. However, the complaint reads that Owner would like them added. Please be advised that this can be accomplished by Owner contacting our ************************* at CPM-************************************************ for more information in this regard.
Owner requests as a resolution to her complaint for her account to be put back as it was originally without the trust. Prior to Owners purchase of the Active Ownership in 2024, Owner owned three (3) interests in the Trust beginning with her first purchase thereof in 2018. We find it odd that Owner would have such a request since she has owned inventory in the Trust for almost seven (7) years and extensively utilized her ownerships during that time. Notwithstanding the foregoing, we have reviewed Owners purchase transactions from the Company,including the Active Ownership, with a neutral viewpoint and have verified that Owner was provided with all applicable disclosures at the time of each purchase. Because Owner has outstanding mortgage obligations owed to the Company, and because Owner did not exercise her rescission rights, she is not eligible for contract cancelation at this time. Furthermore, we found no wrongdoing on the part of the Company in connection with the sale of the Active Ownership to Owner. As such, she is not entitled to contract cancelation. We, therefore,respectfully decline Owners request for the same.
Customer Answer
Date: 05/19/2025

Complaint: 23135179

I am rejecting this response because:

Sincerely,

******** *****
Customer Answer
Date: 05/19/2025
I am rejecting the response from HIC. They did not inform us of the important details (for us) included in this transaction on December 14, 2024, as they said. The history and purchase dates of our prior Timeshares are correct. We bought 3 Timeshares and when the company changed to the point system we bought into the point system as well. We also bought just points to upgrade our status.
This new contract gives us ******* Signature Points. Prior to this we had ******* points with and extra ******* points on leap year. That is a loss of points in a four year period.
1. We were not advised that we were buying Signature Points. The quality control person/notary did not clarify the terms of ownership "so we had full understanding, of the terms and conditions of the purchase" as was stated, and as his job requires. We have sat through a number of these meetings and others quality control/ notary people in his position have made it a point to clarify what was being bought and asked us if we understood every detail. He never told us they points were Signature Points and we found this out many days after December 14.
2. We were lied to about the reservation fee and booking window. We found out, after the fact, that the booking window and reservation fee was only related to Signature Points, (which was not stated in the letter you received, so I am not sure that this is true now, and again, we didn't know we were buying Signature Points. I tried making a reservation before learning this but couldn't because of the booking window so I am not sure what they would have said about the reservation fee. I was told these were only correlated to Signature Reservations. We never have vacationed in a Signature Unit and never would.
3. We were locked out of our account and it wasn't because of the password.
4. As far as the company correspondence for putting the children in the trust it was company that was delinquent in the timelines and accuracy of the paperwork required. They sent the wrong paperwork and missing paperwork needed over a period of a about two months.
5. We have no idea what this means, "The company found it odd that the owner would have such a request since she has owned inventory in the trust for almost 7 years and extensively utilized her ownership during that time." This was never expressed to us and never realized we were in a Trust. Should this have been explained.
6. After all the correspondence we were told we could put things back the way they were, but they are not doing that.
7. How can it be that after all the money we have spent with HIC they would just take the timeshares and points we have already purchased.
8. It appears that they took advantage of us. Is there a law about taking advantage of a couple in the 80's.

Customer Answer
Date: 05/20/2025
I am rejecting the response from HIC. They did not inform us of the important details (for us) included in this transaction on December 14, 2024, as they said. The history and purchase dates of our prior Timeshares are correct. We bought 3 Timeshares and when the company changed to the point system we bought into the point system as well. We also bought just points to upgrade our status.

This new contract gives us ******* Signature Points. Prior to this we had ******* points with and extra ******* points on leap year. That is a loss of points in a four year period.

1. We were not advised that we were buying Signature Points. The quality control person/notary did not clarify the terms of ownership "so we had full understanding, of the terms and conditions of the purchase" as was stated, and as his job requires. We have sat through a number of these meetings and others quality control/ notary people in his position have made it a point to clarify what was being bought and asked us if we understood every detail. He never told us they points were Signature Points and we found this out many days after December 14.

2. We were lied to about the reservation fee and booking window. We found out, after the fact, that the booking window and reservation fee was only related to Signature Points, (which was not stated in the letter you received, so I am not sure that this is true now, and again, we didn't know we were buying Signature Points. I tried making a reservation before learning this but couldn't because of the booking window so I am not sure what they would have said about the reservation fee. I was told these were only correlated to Signature Reservations. We never have vacationed in a Signature Unit and never would.

3. We were locked out of our account and it wasn't because of the password.

4. As far as the company correspondence for putting the children in the trust it was company that was delinquent in the timelines and accuracy of the paperwork required. They sent the wrong paperwork and missing paperwork needed over a period of a about two months.

5. We have no idea what this means, "The company found it odd that the owner would have such a request since she has owned inventory in the trust for almost 7 years and extensively utilized her ownership during that time." This was never expressed to us and never realized we were in a Trust. Should this have been explained.

6. After all the correspondence we were told we could put things back the way they were, but they are not doing that.

7. How can it be that after all the money we have spent with HIC they would just take the timeshares and points we have already purchased.

8. It appears that they took advantage of us. Is there a law about taking advantage of a couple in the 80's.
Business Response
Date: 05/30/2025
We have received and reviewed ******************* rebuttal to our response to the complaint. Upon receipt of the rebuttal we confirmed that we have previously addressed each item referenced therein in our original response dated May 18, 2025 (the Response). Nevertheless, Owner maintains that she is entitled to account cancelation based on misrepresentations and wrongdoings in connection with her purchase. We have again reviewed our files pertaining to Owners account and we wholly deny any wrongdoing on the part of the Company in connection with the sale of the timeshare interest to Owner. And contrary to Owners assertions, she did not lose points when she willfully upgraded to the Active Ownership for which she identified that she purchased the same for a full signatureownership portfolio. As no new information has been presented by Owner, we stand by the Response and affirm that Owner received all requisite disclosures and affirmatively acknowledged her understanding of the terms and conditions of her December 2024 purchase.
Customer Answer
Date: 05/31/2025

Complaint: 23135179

I am rejecting this response because:

Sincerely,

******** *****
Customer Answer
Date: 06/03/2025
Tell us why here...I am rejecting this response because:
We are disputing the *** claims that we were treated fairly on the December 19, 2024 presentation. The company correctly listed the timeshares bought, transferred timeshares to points, and outright money we have paid to *** since 2006 at an estimated $116,083. This doesn't include the yearly maintenance fees (currently $5012.00) plus reservation and point shield costs over the years.
I am especially disputing the points lost if this final transaction was completed. The points before December 19, are ******* with and additional ******* every 5th year or leap year. Adding in the leap year points to the yearly points equals ******* points yearly. I divided the ******* by 5 and added that results to the ****** point amount. The math shows we are loosing points because of this fifth year. This December 19 contract gives us ******* points yearly. A difference of ****** points yearly or ******* on a leap year. Whichever way you look at this there's a loss of points,
Again, I am disputing the way the salesperson and quality control person handled this transaction. We didn not get the total details of this purchase. I am especially noting the fact that we currently owned Signature Points, Ocean View, and were part of the Trust. These were suppose to be the selling point of the presentation. He did not look at past records of how we use our points to see what would best suit us. In our past experiences that's what salespeople did in good conscience. The quality control person just told us where to sign without full disclosure of what we were signing.
As far as returning the paperwork on time that was a problem on *** representatives who didn't give us the right information time after time. We were called numerous times while on vacation that we need to do something else to complete the paperwork and were told a number of times by these representatives that we could put our account back to the the way it was.

Sincerely,

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

Business Response
Date: 06/06/2025
We have received ****************** rebuttal to our response to the Complaint. Owner has indicated that she is dissatisfied with the Companys response. Notwithstanding the same, we reaffirm our position in our initial Response.
Owner insists that she lost points in connection with her purchase transaction for the Active Ownership. Prior to Owners purchase of the Active Ownership, Owner owned (i) an annual Standard timeshare interest in the *********** Resort that afforded her ******* Club points, (ii) an annual Standard timeshare interest in the Orange Lake Resort that afforded ******* Club points (and not biennially as Owner claims), (iii) a second annual Standard timeshare interest in the Orange Lake Resort with a Club point allotment of ******* points, (v) an annual Standard beneficial interest in the Orange Lake Land Trust that afforded her ****** Club points, and (v) a second annual Signature beneficial interest in the Orange Lake Land Trust with ****** Club points, for a cumulative point total of ******* points. As previously stated, Owner traded each of these five (5) timeshare ownerships for a single interest in the Orange Lake Land Trust for Signature inventory that affords her ******* Club points on an annual basis. Based on this information, Owner is incorrect in her assertion that she lost points. Furthermore,Owner is not required to secure reservations in Signature Collection accommodations. She is still afforded the opportunity to secure reservations in Standard inventory. However, to the extent she would like to secure accommodations that are more luxurious than the Standard accommodations,she has a greater booking window in which to secure Signature Collection accommodations, which again, is what she noted in the contract documentation that she wanted when she purchased the Active Ownership.
Owner further alleges that she was not given sufficient time to read the purchase documents and that she was not provided with clear disclosure of the same. We dispute these claims. Please note that the Companys sales personnel receive extensive training regarding the terms and conditions applicable to the Companys product, with terms and conditions are duly memorialized in the documentation executed at the time of purchase. Owner was afforded the opportunity to review the contract documents in detail prior to the execution thereof and to ask for clarification regarding anything she did not fully understand in connection therewith. If she required additional time or additional explanation, the ***************** Officer would have been happy to provide the same. Had Owner notified the ***************** Officer that she did not understand the purchase documents and/or any aspect of the purchase, the ***************** Officer would have halted the sale to address those concerns. Instead, Owner affirmatively advised the ***************** Officer that she understood the terms of her purchase and executed the contract documents. If Owner did not agree to the terms and conditions of her purchase transaction, she had the option of canceling the purchase within the rescission period. The period by which to cancel the contract was fully disclosed to Owner at the time of purchase in accordance with applicable law. Owner was also provided with copies of the executed documentation at the time of purchase which clearly set forth the rescission period as well as the instructions for exercising the same. As such, we reject the allegations that the terms of Owners purchase were not adequately disclosed to her at the time of sale.
Please be advised that we thoroughly review each complaint upon receipt, and to the extent we find any wrongdoing on the part of the Company, we strive to rectify the same. That is not the case in this instance, as our investigation shows that Owner was presented with all applicable disclosures at the time of purchase. Based on the foregoing and because Owner has outstanding financial obligations owed to the Company, we have determined that Owner is not entitled to, or otherwise eligible for, account cancelation, and we respectfully decline any request for the same.
Customer Answer
Date: 06/07/2025

Complaint: 23135179

We strongly disagree with the response provided by *** and find several of their claims to be inaccurate, misleading, and intentionally dismissive of our legitimate concerns.
First and foremost, the core of our complaint centers on the unacknowledged loss of Club points and misrepresentation of the product sold to usissues that *** has failed to address substantively. According to our original contract for weeks 52 and 53 at Orange Lake Resort (that afforded ******* Club points), it was explicitly written that an additional ******* points would be assigned every fifth year due to leap year considerations. This was a contractual benefit and not a misunderstanding. When averaged annually, this structure results in approximately 30,000 additional points per year, which we no longer receive. Since points can be carried over, the loss of these pointsno matter how you "slice the bread"is a permanent and measurable loss. **** claim that our previous ownerships totaled ******* points and our current allotment is ******* ignores the contractual leap year bonus and does not reconcile the lost value we were promised.
Furthermore, we were never properly informedverbally or in writingthat the booking window and waived booking fees applied only to Signature Collection accommodations. We were led to believe that these privileges applied universally. We have never used, nor have we ever expressed interest in using, Signature Collection accommodations. This was clearly a tactic used to inflate the perceived value of the Active Ownership product we were persuaded into. The implication that we knowingly opted into a Signature-based system for the sake of booking privileges we would never use is both insulting and false.
Regarding the sales process: The assertion that we were given ample time to review and understand the purchase documents is patently untrue. ******************** representative was clearly rushed, pushing paperwork in front of us and indicating where to sign with little explanation. This was not an environment conducive to asking questions or gaining clarity. The implication that we affirmatively stated we understood everything is meaningless in the face of high-pressure tactics and a deliberately rushed process. We did not take earlier action precisely because we were toldboth on the phone and in writingthat if we did not sign by a certain date, our account would revert to the original contracts. This was a tactic used to prevent us from rescinding and delay any reasonable opportunity to reflect on the deal.
Finally, IHG's continued reference to our so-called financial obligations is being used as a blunt instrument to deflect from the real issue: this was a sale based on misleading information, undisclosed limitations, and rushed contract execution. At no point has *** taken accountability for the discrepancies between what was promised and what was delivered.
We are not asking for cancellation. We are simply asking that our ownership be restored to the original contract termsincluding the leap-year bonus points structure and the standard booking conditions we agreed to. This is what we were led to believe would happen if we did not sign by the stated deadline, and we are asking *** to honor that commitment.
We respectfully request that the BBB keep this complaint open until this matter is resolved appropriately and the account is returned to its original agreement.

Sincerely,

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

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