Complaints

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

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• 

  Holiday Inn Club Vacations Incorporated

  9271 S John Young Pkwy Orlando, FL 32819-8607

  
• 

  Holiday Inn Club Vacations Incorporated

  1000 Shorewood Dr Cape Canaveral, FL 32920-2406

  
• 

  Sunset Cove Condominium Association of Marco Island, Inc.

  571 W Elkcam Cir Marco Island, FL 34145-2787

  
• 

  Holiday Inn Club Vacations Incorporated

  9026 Tropic Beach Dr Cape Canaveral, FL 32920-2430

  
• 

  Holiday Inn Club Vacations at Ascutney Mountain Resort

  485 Hotel Rd Brownsville, VT 05037

  

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

• Initial Complaint

  Date:05/24/2023

  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.

  This letter is in regard to the Holiday Inn Club Vacations Membership that my family and I purchased. We paid over $8,000 for the membership, and we have only used their facility once for three nights. This comes out to a rate of $2,666.67 per night, which is incredilbly expensive.
  
  It has come to our attention that when we pass away, it is our children’s responsibility to pay the maintanance fees associated with this membership. We are concerned at how this is even legally permitted, and do not want our children to be burdened with such anexpense.
  
  We feel duped and misled by the Holiday Inn Club Vacations, and really want nothing to do with them any longer. We want to ensure that our children are not left with any hidden fees or obligations due to this membership. Please advise us on how we can terminate our contract without additional cost or burden.

  Business Response

  Date: 08/22/2023

  Thank
  you for contacting Holiday Inn Club Vacations Incorporated (the “Company”) in
  connection with the complaint filed with your office by Mr. ****** (“Owner”).
  We appreciate the opportunity to respond to the concerns set forth therein.

  Our
  records reflect that on August 3, 2021, Owner attended the Company’s timeshare
  sales presentation and elected to purchase an annual standard beneficial
  interest in the ****** **** **** ***** (the “Ownership”). The Ownership
  entitles him to 75,000 points every year in the Company’s points-based exchange
  program, the Holiday Inn Club (“Club”).
  Timeshare
  Presentation. Owner claims that he was “misled” into
  purchasing the Ownership. We dispute this claim. Firstly, our sales consultants
  are enthusiastic about our resort offerings, but they do not force anyone to
  purchase our product and many people who attend Company-sponsored sales
  presentations leave the sales center without making purchases. In fact, Owner
  himself has previously declined the option to purchase when he attended the
  Company’s timeshare presentation in March 2023. Owner was under no obligation
  to consummate a purchase and he was welcome to decline the offers extended to
  him. Owner, however, freely advised the sales consultant that he wanted to make
  his purchase and executed the purchase documentation in connection therewith.
  In connection with Owner’s purchase, Owner was asked to describe the main
  reasons for his purchase of the Ownership. Owner executed the Sales
  Pre-Confirmation Checklist wherein he listed “share w/ grandchildren,” “value,”
  and “travel options.” As such, we reject Owner’s assertions that he was misled
  into purchasing the Ownership as his reasons for purchasing with the Company
  and joining the Club reflect otherwise.

  Secondly,
  as a part of the sales process, Owner was required to meet with a Quality
  Assurance Officer (“QAO”) who assisted him with ensuring that he executed the
  purchase documentation correctly and answered any additional questions he may
  have had related to the same and/or his purchase. Owner was afforded as much
  time as he needed to ensure that he was making an informed buying decision. If
  Owner had advised the QAO at any time that he did not understand the terms of
  the purchase or that he was not making an informed buying decision, the QAO
  would have halted the sale to address any concerns at issue. Owner, however,
  left our sales center after his purchase having agreed to the terms contained
  in the purchase documentation and having acknowledged his understanding of the
  same. Owner also left the sales center with copies of the purchase documents he
  executed for his further review and reference, which included clear disclosure
  of his rescission rights and how to exercise the same within the statutory
  timeframe thereto. Owner, however, did not exercise this right.

  Usage.
  Owner asserts that he has hardly utilized the Ownership. Upon review of Owner’s
  usage history, we show that he has completed one (1) reservation through the
  Company’s Club Program. We encourage all our owners to utilize the benefits
  available to them through their membership in the Club. Notwithstanding Owner’s
  choice to forego use of the Ownership, this is not a legal basis for contract
  cancelation and does not invalidate the financial obligations Owner agreed to
  on the date of his purchase.
  If
  Owner is experiencing difficulty with utilizing his Ownership, we encourage him
  to contact a Vacation Counselor at (877) 606-2582, who will be happy to assist
  in that regard. It should be noted, however, that because Owner has not made
  any payments under his account since May 2023, his account is subject to use
  restriction, and he will be unable to secure additional reservations thereunder
  until such time as he brings his account current.

  Inheritance.
  Owner expresses concern with his children inheriting the Ownership and any debt
  associated therewith. Please note that the Ownership constitutes a real
  property interest that can be transferred to Owner’s heirs in the same manner
  that other real property can be transferred. If the underlying mortgage
  obligations have been satisfied, whomever inherits the Ownership will take
  title free and clear of any mortgage obligations, however, he or she will
  remain liable for the assessments, which assessments constitute on-going
  obligations that run with the land. To the extent Owner’s heirs do not wish to
  take ownership of the Ownership, they should be able to disclaim the same
  through applicable inheritance laws.

  Cancelation
  / Refund. Owner
  requests cancelation of the Ownership and refund of monies paid. Please be
  advised that Owner’s rescission period has expired. In addition, we have
  confirmed that the documentation executed by Owner in connection with his
  purchase are in order. Owner received all requisite disclosures applicable to
  his purchase, which clearly identify the terms and conditions of his purchase,
  including without limitation, the financial obligations, and his statutory
  rescission period thereto. Because we are unable to identify any evidence of
  wrongdoing in connection with the sale of the Ownership, and because Owner has
  outstanding financial obligations owed to the Company, we have determined that
  Owner is not entitled to, or otherwise eligible for, contract cancelation
  and/or refund of monies paid, and we respectfully decline his request for the
  same.

  Owner’s account is delinquent. We encourage
  Owner to contact our Capital Management Department at (800) 298-3706 to speak
  with an agent who will be happy to assist Owner with bringing and maintaining
  his account current. Should Owner allow his account to remain delinquent, it
  will be reported to the credit bureau, which may negatively impact Owner’s
  credit, and may ultimately lead to foreclosure.

  Sincerely,
  HOLIDAY
  INN CLUB VACATIONS
  INCORPORATED
  
  Katherine
  M*******
  Paralegal,
  Legal Services

• Initial Complaint

  Date:05/18/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 06/09/2023

  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 (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 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:05/18/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ***** since I was lied to about the terms of the vacation package/contract (which I only saw after I was charged.) Moreover, I would highly encourage this business to cease in this practice of misleading customers about a "VIP tour" and lying about a cash-back covering the full amount. This is promisorry estoppel, and the service rep I spoke to was making promises inconsistent with the actual contract terms.

  Business Response

  Date: 05/30/2023

  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 (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 Mr. ***** regarding his concerns, and we are happy to report that we have reached a
  mutually agreeable resolution of the complaint with him.
  

  Sincerely,
  

  Vanesa C*****
  

  Holiday Inn Club Vacations
  Incorporated             

  
  

• Initial Complaint

  Date:05/11/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 06/07/2023

  Thank
  you for contacting Holiday Inn Club Vacations Incorporated (the “Company”) in
  connection with the complaint filed with your office by Mr. ******* (“Owner”).
  We appreciate the opportunity to respond to the concerns set forth therein. In
  addition, we extend our sincerest condolences to Owner regarding the passing of
  his son.

  Owner
  currently owns one (1) annual standard beneficial interest in the Orange Lake
  Land Trust (the “Ownership”) that he purchased on April 11, 2021, which
  entitles him to 40,000 points per annum in the Company’s points-based exchange
  program, the Holiday Inn Club (“Club”).

  Pressure.
  Owner claims that he was pressured to purchase to the Ownership. We dispute
  this claim and Owner’s characterization of the Company’s sales process. The
  Company’s sales consultants do not pressure, or otherwise force, prospective
  purchasers to purchase timeshare interests, nor do they prevent anyone from
  leaving the sales center without making a purchase. Owner was under no
  obligation to consummate the purchase and was welcome to leave the sales center
  without making a purchase, just as many prospective purchasers do each day. At
  the conclusion of the sales presentation, Owner was asked to execute a Sales
  Pre-Confirmation Checklist and to identify his primary reasons for his decision
  to purchase the Ownership. In connection therewith, Owner identified “luxury
  stays,” “more vacation options,” and “convenience” as his reasons for purchase.
  As such, we reject Owner’s assertions that he was pressured into purchasing a
  timeshare interest that he did not want.

  Benefits.
  Owner questions the benefits of vacation ownership. Through our Club program,
  Owner may utilize his Club points to secure (i) reservations at any of the
  Company’s thirty-two (32) resort locations, (ii) reservations at thousands of
  resorts through the Company’s exchange affiliate, RCI, (iii) reservations at
  thousands of IHG-branded hotels worldwide through the Company’s affiliation
  with IHG, and (iv) airfare, car rentals, cruises, and more through the
  Company’s Club Partners Program. Moreover, the Club program operates on a
  tiered membership level, which entitles owners to additional benefits and perks
  that are not available to non-Club members, such as, complimentary stays, free
  reservation upgrades, and more.

  Upon
  review of Owner’s usage history, we find that Owner has not utilized his
  Ownership. Notwithstanding Owner’s choice to forego use of the Ownership, or the
  fact he no longer wants, needs, or finds the purchase to be affordable, does
  not constitute a legal basis for contract cancelation and does not invalidate
  the financial obligations he agreed to on the date of his purchase. If Owner is
  experiencing difficulty utilizing the Ownership and/or would like assistance
  with securing reservations, we suggest that he contact a Vacation Counselor at
  (877) 606-2582 who will be happy to provide support in that regard once his
  account is brought current. It should be noted that Owner will be unable to
  secure additional reservations under his Ownership until he cures the
  delinquencies thereunder.

  Affordability.
  Owner claims that he cannot afford the payment obligations associated with the
  Ownership and that the Ownership constitutes a financial burden. 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 and prior
  to his execution of the purchase documentation, Owner was presented with a
  one-page Purchase Proposal setting forth the main financial terms of the
  purchase (i.e., purchase price, loan term, amount financed, down payment,
  mortgage payment, maintenance assessments, interest rate, etc.). Only after
  Owner executed the Purchase Proposal confirming his agreement to the terms set
  forth therein were contract documents prepared for his review and execution. Owner
  signed a Purchase Agreement, Promissory Note, Closing Disclosure and Mortgage
  for the Ownership, all of which clearly disclose his financial obligations. In
  addition, the governing documents applicable to his purchase clearly disclose
  that the maintenance obligation is on-going and the fact that it is subject to
  increase. If Owner determined that the financial obligations attendant to his
  purchase were not acceptable, he was welcome to decline to execute the purchase
  documentation, or alternately, cancel the purchase within the rescission
  period, which he failed to do.

  Cancelation.
  Owner requests cancelation of the Ownership. Please be advised that Owner’s
  rescission period has expired. In addition, we have confirmed that the
  documentation executed by Owner in connection with his purchase is in order.
  Owner received all requisite disclosures applicable to his purchase, which
  clearly identify the terms and conditions of his purchase, including without
  limitation, the financial obligations, and his statutory rescission period
  thereto. Because we are unable to identify any evidence of wrongdoing in
  connection with the sale of the Ownership and because Owner has outstanding
  mortgage obligations, we have determined that Owner is not entitled to, or
  otherwise eligible for, contract cancelation and we respectfully decline his
  request for the same.

  We
  do understand that financial hardships arise. As such, if Owner requires
  payment assistance, we encourage him to contact our Capital Management
  Department at (800) 298-3706 to ascertain if any options are available to him
  at this time.

  Sincerely,
  HOLIDAY
  INN CLUB VACATIONS
  INCORPORATED
  
  Katherine
  M*******
  Paralegal,
  Legal Services

  Business Response

  Date: 06/20/2023

  We
  have received the rebuttal complaint filed by Mr. ******* (“Owner”).

  We
  have reviewed the allegations set forth in Owner’s complaint and we previously
  responded to each with specificity. As no information has been presented
  warranting account cancelation, we stand by our previous response and affirm
  that Owner is not entitled to, nor eligible for, contract cancelation and we
  respectfully decline his request for the same.
  Notwithstanding
  the foregoing, Owner is not prohibited from selling his timeshare interest to a
  bona fide third party in accordance with the Company’s transfer requirements,
  and subject to any mortgage(s) he has placed on the property. In the interim,
  Owner remains liable for the financial obligations under the Ownership until
  such time he no longer owns the same.

  Sincerely,
  HOLIDAY
  INN CLUB VACATIONS
  INCORPORATED
  
  Katherine
  M*******
  Paralegal,
  Legal Services

• Initial Complaint

  Date:05/10/2023

  Type:Customer Service 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 request a cancelation of my holiday inn membership. I have been a member for almost 3 years, and have become increasingly frustrated with the maintenance fees and other costs associated with being a club member. My ability to use the timeshare has also been limited, as I am unable to schedule the use of it far enough in advance.
  
  The maintenance fees in particular have become too costly for me to bear. They increased significantly since I joined, and I simply cannot afford them anymore. Furthermore, using points to offset some of the cost of stays at Holiday Inn hotels is not feasible due to the added fees associated with it.
  
  I have also had two major orthopedic surgeries during my membership and my ability to use my legs has been a hindrance in using the timeshare as intended. I understand that this may not be a valid reason for termination, but feel like I should explain why I am unable to make use of this benefit. I would appreciate if you could kindly cancel my membership and provide me with a refund for any unused fees. I thank you for your time and consideration in this matter.

  Business Response

  Date: 08/17/2023

  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 on December 6, 2020, Owner attended the Company’s
  timeshare sales presentation and elected to purchase an annual standard
  beneficial interest in the Orange Lake Land Trust (the “Ownership”). The
  Ownership entitles her to 50,000 points every year in the Company’s points-based
  exchange program, the Holiday Inn Club (“Club”). Club points may be utilized to
  secure (i) reservations at any of the Company’s thirty-two (32) resort
  locations, (ii) reservations at thousands of InterContinental Hotels Group
  (“IHG”) branded hotels worldwide through the Company’s affiliation with IHG,
  (iii) reservations at thousands of resorts worldwide through the Company’s
  exchange affiliate, RCI, and (iv) airfare, car rentals, cruises, and more
  through the Company’s Club Partners Program.

  Booking
  Windows. Owner states that she cannot book reservations “far
  enough in advance.” Please be advised that Owner may book reservations in the
  Resort Access or Open Access booking window. Resort Access allows owners who
  own, or are assigned, a particular resort, priority access, meaning that they
  can book reservations at their owned or assigned resort up to thirteen (13)
  months in advance, and reservations booked thirteen (13) to ten (10) months in
  advance are classified as Resort Access reservations. For inventory management
  purposes, each purchase in the Orange Lake Land Trust is assigned a resort.
  With the purchase of Owner’s Ownership, she was assigned Resort Access to Piney
  Shores Resort, located in Conroe, Texas. Therefore, Owner can begin booking
  reservations thirteen (13) months in advance of her anticipated check-in date.
  Open Access allows owners to book reservations at any of Company’s resorts
  regardless of what they own. The Open Access booking window opens ten (10)
  months prior to the desired travel date. Reservations booked the day prior to
  the date of travel up to ten (10) months prior to the date of travel are
  classified as Open Access reservations. Because all reservations are based on
  availability, it is strongly recommended that owners book reservations as early
  as their booking windows allow in order to maximize their ability to secure
  desired reservations, in their desired units during desired travel dates. To
  the extent Owner’s schedule does not enable her to book reservations in advance
  we encourage her to take advantage of opportunities available through RCI’s
  Last Calls which are deeply discounted last minute vacations. Alternatively, she
  is welcome to (i) utilize the Company’s Points Shield program which would
  entitle her to a full reimbursement of Club points expended in connection with
  a reservation in the event of a subsequent reservation cancelation, and/or (ii)
  transfer her Club points for use through IHG.

  IHG.
  Owner expresses dissatisfaction with the fees associated with transacting
  points for use at Holiday Inn branded hotels. Firstly, please be advised that
  the Company does not own or operate the Holiday Inn and/or Holiday Inn Express
  brand hotels. The Company does have a strategic alliance with IHG which enables
  our owners the ability to deposit their Club points to IHG to book reservations
  in IHG-branded hotels. Club points deposited with IHG also never expire.
  Secondly, please note that at the time of sale, Owner received clear disclosure
  that there are fees associated when transacting with IHG. Our records further
  show that since joining the Club, Owner has transferred 200,000 Club points to
  IHG. Notwithstanding the foregoing, to the extent Owner does not wish to pay
  additional fees to transact with IHG, she is under no obligation to do so.

  Cancelation
  / Refund.  Owner states
  that she is unable to utilize the benefits of the Ownership as intended due to
  changed medical circumstances. Owner also states that she cannot afford to
  continue making payments towards the Ownership and requests to be released of
  her obligations thereunder. We are sorry to hear that Owner has undergone several
  surgeries and hope that she makes a swift recovery. While we sympathize with
  Owner’s changed circumstances, we must advise that Owner’s purchase documents
  are in order containing full and accurate disclosure of the terms and
  conditions of the Ownership, including her obligation to adhere to the
  financial obligations she agreed to at the time of sale.  

  Please
  note that in recognition of financial hardship, the Company offers owners who
  have fulfilled their mortgage obligations and who are current on all other
  financial obligations the option of surrendering their timeshare interests back
  to the Company through our Horizons Program. Our records reflect that Owner has
  outstanding obligations owed to the Company. As such, Owner is not currently
  eligible to participate in the Horizons Program. Furthermore, Owner’s
  cancelation request is untimely as her rescission period has expired. Based on
  the foregoing, and because
  Owner has outstanding obligations owed to the Company, we have determined that
  Owner is not entitled to, or otherwise eligible for, contract cancelation
  and/or refund of monies paid, and we respectfully decline her request for the
  same.

  Our
  records reflect that Owner’s account is currently delinquent. We recommend that
  Owner contact our Capital Management Department by calling 1-800-298-3706, to
  ascertain what payment arrangements, if any, may be available to assist her
  with her payment obligations. 

  Sincerely,
  HOLIDAY
  INN CLUB VACATIONS
  INCORPORATED
  
  Katherine
  M*******
  Paralegal,
  Legal Services