Vacation Timeshare
Holiday Inn Club Vacations IncorporatedComplaints
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
- 582 total complaints in the last 3 years.
- 180 complaints closed in the last 12 months.
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Initial Complaint
Date:01/17/2023
Type:Product IssuesStatus: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.
When I was staying at holiday inn vacations at orange lake in Kissimmee fl in August I had to go to a time share seminar. I refused to get a time share and was pressured into a vacation package which I was allowed to cancel. I called and sent a letter to corporate back in August canceling my vacation and never got a refund for my deposit yet I keep getting harassing calls and letters stating I'm past due for something that was canceled and it can get reported on my credit when I didn't even finance anything or provide them with any personal information. I originally had this set up on auto pay which that was canceled yet I still getting letters. I want my refund and for this to be canceled like it was suppose to have been already months agoBusiness Response
Date: 02/16/2023
Thank
you for contacting Holiday Inn Club Vacations Incorporated (the “Company”) in
connection with the complaint filed with your office by Ms. **********. We
appreciate the opportunity to respond to the concerns set forth therein.Our
records confirm that Ms. ********** was first invited to attend our timeshare
sales presentation in May 2022 in connection with a marketing promotion. At
that time, she was offered a 4-day, 3-night mini-vacation at the Company’s
Orange Lake Resort located in Kissimmee, Florida for a purchase price of $249.
Ms. ********** was advised that she would receive an incentive upon her
completion of a timeshare sales presentation during the course of the mini
vacation. Ms. ********** accepted the offer, scheduled her mini vacation, and
attended our timeshare sales presentation on August 5, 2022.During
the presentation, Ms. ********** met with a sales consultant who explained the
Company’s points-based exchange program, the Holiday Inn Club. The sales
consultant asked Ms. ********** about her vacation habits and described how
timeshare ownership might be of benefit to her. At the conclusion of the
timeshare presentation, Ms. ********** elected to purchase a pre-paid vacation
package (the “Latitudes Package”), which would enable her to experience
timeshare ownership on a trial basis. The Latitudes Package entitled Ms.
********** to one (1) 8-day, 7-night stay at any of the Company’s resort
locations set forth in the agreement executed by Ms. ********** at the time of
purchase. Ms. ********** paid a $100.00 down payment for the Latitudes Package
and financed the remainder over twenty (20) months.Ms.
********** claims that she was pressured to purchase the Latitudes Package. We
dispute this claim. Our sales consultants are enthusiastic about our resort
offerings, but they do not force anyone to purchase our product and many people
who attend sales presentations leave the sales center without making purchases.
Ms. ********** was under no obligation to consummate a purchase and she was
welcome to decline the offers extended to her, just as she did during a 2020
Company-sponsored timeshare presentation she attended.Additionally,
Ms. ********** also expresses concern regarding her delinquencies and credit
impact. Upon review of her account, we can confirm that no negative remarks
have been reported by the Company to Ms. **********’s credit.Ms.
********** claims that she contacted the Company requesting to cancel the Latitudes
Package in August 2022. Please be advised that the agreement signed by Ms.
********** clearly disclosed the ten (10) day rescission period in which Ms.
********** could cancel her purchase. Additionally, she also received full
disclosure that her cancelation request must be in writing and delivered via
hand delivery or mail in the manner set forth in the agreement. Please note
that the Company has no record of receiving a cancelation request from Ms.
********** within the statutory rescission period. Accordingly, Ms. **********
is not entitled to cancelation of the same.Notwithstanding
the forgoing, upon review of Ms. **********’s complaint, we have decided in the
best interest of good customer service to grant her request for cancelation of
the Latitudes Package and issue her a refund of her down payment (i.e.,
$100.00). We have submitted the request for the $100.00 refund to be credited
to the credit card utilized at the time of purchase. Please note that the
normal processing time of Ms. ********** to access the refund is fifteen (15)
business days. We suggest that Ms. ********** contact her banking institution
should she have any additional questions relating to the availability of the refund
that the Company has issued. To the extent that we are notified that the credit
card refund was unsuccessful, we will issue a check payable to Ms. **********,
which check will be mailed to the address reflected in the “Consumer Info”
portion of the complaint.Sincerely,
HOLIDAY
INN CLUB VACATIONS
INCORPORATED
Katherine
M*******
Paralegal,
Legal ServicesCustomer Answer
Date: 02/17/2023
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 and i appreciate it being handled. Please note that I did mail a cancelation letter to the corporate office twice and when I called the corporate office they confirmed they received the letter but told me they couldn't do anything and transfered me to another dept who told me just ignore the letters and told me it doesn't affect my credit.
Sincerely,
****** **********Initial Complaint
Date:01/04/2023
Type:Product IssuesStatus: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.
January 4, 2023.I received a call regarding a survey for IHG hotels. I answered said survey and was told I was being transferred and would receive 500 points for my time. After being transferred, I was placed on a call with *************************************************** who stated that there was a 2023 celebration with IHG and I was one of the few selected members for a 4 day 3 night stay in any of the cities listed, I chose **********, **. I was told that instead of paying the standard $600-800 resort prices, I could instead make a REFUNDABLE deposit of $249 for the stay. ****** then stated that, after booking, I would attend a "tour" of the resort and would receive a cash envelope for $149 so my stay would only be $100. I told ****** that money was tight right now so I couldn't commit to the $249 today so ****** gives me the spill that he's "texting his supervisor as we speak" and decides to drop the price to $199. After being pressured into this deal, I paid. I then received an email stating this was an advertisement for a Timeshare. No where in our conversation was there mentioned of this being a timeshare offer. I have attempted to contact customer service at HICV but was now told this was nonrefundable. I feel I was deceived and pressured into false terms. I have no need for a timeshare. My confirmation number for this deposit is Kin000167610. This can only be resolved by a full refund of the $199 I paid and no further business with HICVBusiness Response
Date: 01/25/2023
Good Afternoon,
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 ************ regarding her concerns and we are happy to report that we have reached a mutually agreeable resolution of the Complaint with her.
Sincerely,
***********************
Manager-Paralegal
Holiday Inn Club Vacations Incorporated
Initial Complaint
Date:01/04/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We are reaching out regarding our membership with Holiday Inn. We have recently tried reaching out and it seems that it has gotten lost. They have no idea the stress that comes with having to worry about this timeshare and the fact that we have tried to get this resolved and did not even receive a response is unacceptable. It is emotionally and mentally draining and we can not handle this anymore. We refuse to work with a company who does not even care to help their members. They are so quick to reach out about payments, but as soon as we need help to be released they could care less. My wife had to have a hip replacement and I have been diagnosed with diabetes. I have started to have memory loss as dementia runs in my family. We have to focus on our health and not a timeshare that we do not use. PLEASE help get released from this so that we can go on with our lives. Thank you very much.
Donald ****** ***Business Response
Date: 02/15/2023
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 show that Owner entered into eight (8) separate purchase transaction
with Silverleaf Resorts, LLC (“Silverleaf”), for a total of ten (10) timeshare
interests owned at one time or another. It should be noted, however, that Owner
rescinded one (1) of the purchase transactions with Silverleaf in 2008. As your
office is aware, Silverleaf was acquired by an affiliate of the Company in May
2015. Following the acquisition, Silverleaf’s historic thirteen (13) resort
properties were rebranded as Holiday Inn Club Vacations locations. In
connection therewith, Silverleaf owners were invited to attend sales
presentations offered by the Company in order to answer questions that they
might have had regarding the acquisition and to inform owners of additional
benefits available to them through the Company’s points-based exchange program,
the Holiday Inn Club (the “Club”).On
October 3, 2016, Owner attended a sales presentation sponsored by the Company
to hear about the benefits of the Club. At the time of the presentation, Owner owned
two (2) annual timeshare interests at the Holiday Hills Resort located in
Branson, Missouri (the “Silverleaf Ownerships”), entitling Owner to his fixed
weeks every year. During the 2016 presentation, the sales consultant reviewed
with Owner at length the difference between the Silverleaf fixed-week ownership
and the benefits of the Company’s points-based program. At the conclusion of
the sales presentation, Owner elected to purchase a biennial timeshare interest
at the Galveston Beach Resort located in Galveston, Texas (the “Biennial Ownership”)
entitling him to 97,000 Club points every even year. At the same time, Owner
also elected to bring the Silverleaf Ownerships into the Club, thereby
converting each week from a fixed week ownership into a points-based ownership,
affording him 165,000 Club points every year under each separate ownership. When
combined, the Silverleaf Ownerships and the Biennial Ownership (collectively,
the “Ownerships”), entitle Owner to 427,000 Club points every even year and 330,000
Club points every odd year.Owner
claims that he previously contacted the Company requesting cancelation of the
Ownerships but that the Company has not provided a response to his requests.
Our records confirm that the Company has received correspondence from Owner,
which the Company responded to through written letters mailed via the United
States Postal Service on January 4, 2023, and January 30, 2023. Upon additional
review of the same, we find that each of the Company’s responses were mailed to
Owner’s PO Box mailing address on file. Additionally, we also find that a copy
of the January 4th letter was mailed to a co-owner’s address on
file. Because Owner claims that he did not receive the Company’s responses, the
Company will re-mail Owner a copy of both responses via Federal Express
directly to his home address listed within the “Consumer Info” portion of the
Better Business Bureau complaint. Owner should receive the same within ten (10)
business days.Owner
restates his request for cancelation of the Ownerships on the basis of medical
and financial hardship. While we are sympathetic to Owner’s changed
circumstances, the same does not invalidate the contractual obligations Owner
agreed to on each respective date of sale. It should also be noted that Owner’s
cancelation requests are outside of his statutory rescission periods, rendering
his requests untimely; therefore, his contracts constitute binding obligations.
Accordingly, we find no basis to warrant contract cancelation.Notwithstanding
the foregoing, please be advised that a member of the Company’s Legal
Department attempted to contact Owner via telephone call on February 10, 2023,
to discuss his accounts. However, the Legal Department was unable to reach
Owner at that time. To the extent Owner would like to further discuss his
accounts, we encourage him to contact the Company’s Legal Department at (407)
395-6298 to ascertain whether the Company may be able to offer some alternative
relief. We do not guarantee that any such relief is available to Owner, but if
Owner would like to explore the possibility, we encourage him to contact the
Legal Department via telephone call as soon as possible.In
the interim, Owner remains liable for his financial obligations attendant to
the Ownerships. To the extent Owner requires payment assistance, we encourage
him to contact our Capital Management Department at (800) 298-3706 in that
regard.Sincerely,
HOLIDAY
INN CLUB VACATIONS
INCORPORATED
Katherine
********
Paralegal,
Legal ServicesCustomer Answer
Date: 02/23/2023
Complaint: ********
I am rejecting this response because:
Sincerely,
Donald ****** JrBusiness Response
Date: 03/09/2023
We
received the rebuttal complaint filed by Mr. ****** (“Owner”). We
have reviewed each of his allegations and previously responded with specificity
addressing each of the issues raised in his initial complaint.Timeshare
Presentations. Owner claims that when he was invited to
attend an update meeting, the meeting lasted four (4) hours and he experienced
pressure. Firstly, please note that the duration of the Silverleaf sales
presentations were approximately ninety (90) minutes, and the Company’s sales
presentations for existing owners are approximately sixty (60) minutes. Please
note, however, that the actual duration of either sales presentation would
depend on a prospective purchaser’s 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 purchaser’s 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 center.Secondly,
please note that prospective purchasers are not forced to attend sales
presentations, nor do sales consultants force prospective purchasers to
purchase timeshare interests, or otherwise prevent prospective purchasers from
leaving the sales center without making a purchase. Prospective purchasers are offered
incentives in exchange for their attendance at timeshare sales presentations,
however, Owner was under no obligation to accept the invitations and/or any
incentives offered in connection therewith. Please be advised that all sales
presentations, whether sponsored by Silverleaf or the Company, are voluntary.
As such, if Owner does not wish to attend additional sales presentations in the
future, he is welcome to decline any invitations or offers extended to him in
connection therewith. If Owner did not believe that his purchases constituted
good purchases at the right price, he was welcome to leave the sales center at
any time without making a purchase, just as many other prospective purchasers
did each day. In addition, Owner was afforded the statutory rescission period
in which to rescind his purchase, should he have chosen to do so. Please note
that Silverleaf no longer conducts timeshare sales presentations.Bonus
Time.
Owner expresses dissatisfaction with the changes made towards the Bonus Time
Program (i.e., previously known as the Endless Escapes Program). Firstly,
please note that under Owner’s Silverleaf Ownerships, he is entitled to
utilizing the benefits of the Bonus Time Program, which program allows owners
to secure last-minute reservations at the historic thirteen (13) Silverleaf
resort locations. It should be noted that when Owner purchased the Silverleaf
Ownerships in 2011, he received a Bonus Time Disclosure Statement which
disclosed that he could receive up to six (6) nights under the Bonus Time
Program, at no cost (with the exception of the Orlando Breeze Resort). However,
the Bonus Time Disclosure Statement also contained the following disclosures:“Rules
and Regulations governing the Bonus Time Program can be changed and/or
terminated at any time.”“To
defray the expenses of the Bonus Time Program, the Silverleaf Club retains the
right to increase the weekend charge from time to time and the right to charge
for weekday usage and to increase any such weekday charge from time to time.”“BONUS
TIME ACCOMMODATIONS ARE ON A SPACE-AVAILABLE BASIS ONLY AND ARE NOT GURANTEED.
AVAILABILTY AND USE ARE LIMITED.”While
Owner’s six (6) night benefit has not changed, the per diem fees for the Bonus
Time Program have. Contrary to Owner’s assertions however, the fee increases
were not immediately implemented after he purchased the Silverleaf Ownerships.
Instead, it was not until January 2019 that the Silverleaf ownership base was
notified that the Silverleaf Club would be increasing the per diem fees payable
in connection with the Bonus Time Program. The fees were increased to $25.00
per night for weeknights (Sunday through Thursday) and $75 per night for Friday
and Saturday night reservations. These fee increases were implemented after it
was determined that the amounts collected under the Bonus Time Program are
insufficient to cover the costs of operating the Bonus Time Program.We
understand that Owner is dissatisfied with this increase. If Owner does not
want to pay the increased fees, Owner is under no obligation to utilize the
Bonus Time Program. However, the contract documents executed at the time of
purchase fully disclosed that the rules of the Bonus Time Program could be
modified, which modification includes the imposition of the per diem fees at
issue. Consequently, if Owner desires to secure a reservation through the Bonus
Time Program, Owner will be required to pay the new per diem rates applicable
to the Bonus Time Program. Furthermore, as reflected above, Owner received
clear disclosure that Bonus Time reservations are based upon availability.Non-Owner
Rentals. Owner claims that when there was no Bonus Time
Reservations available, he was able to find availability through a third-party
booking website. Please be advised that at no time were prospective purchasers
advised by Silverleaf or the Company that resort access is restricted to the
ownership base. Please note that accommodations that have not been purchased by
prospective purchasers are owned by the Company, for which the Company pays the
applicable maintenance fees. As such owners may not book reservations in
Company-owned inventory. From time to time, the Company releases Company-owned
inventory for rental to non-owners through third party websites and in
furtherance of its marketing efforts. Owner-owned inventory, however, is not
eligible for such third-party rental. Consequently, it is not the case that
Owner is competing with non-owners for reservations as the two inventory pools
are separate and distinct. As such, while non-owners can book reservations in
Company-owned inventory, they are not however afforded the same priority,
benefits, or reservation access as our owners.Cancelation.
Owner restates that he is no longer able to afford the financial obligations
attendant to the Ownerships and does not desire to retain the Ownerships any
longer. We again are sympathetic to Owner’s changed circumstances; however, we
maintain that Owner has outstanding financial obligations owed to the Company
and failed to timely request cancelation within the statutory rescission period
thereto. Furthermore, regardless of any engagement of a third-party company by
Owner, we have reviewed Owner’s allegations with an open mind, and we have
thoroughly evaluated the merits of his claims. In doing so, we have confirmed
that the documentation provided to Owner at the time of each of his purchases
of the Ownerships are in order and that he executed and acknowledged all
requisite disclosures applicable to his purchases, which clearly identify the
terms and conditions of his Ownerships. Accordingly, as no information has been
presented warranting account cancelation, and we could not substantiate Owner’s
claims of wrongdoing on the part of Silverleaf and/or the Company, we stand by
our initial response and our position remains unchanged.Notwithstanding
the foregoing, Owner claims he attempted to contact the Company’s Legal
Department and was unable to reach anyone. Pursuant to the same, a member of
the Company’s Legal Department will attempt to reach out to Owner again within
ten (10) business days to further discuss his Ownerships. We maintain that we
do not guarantee that any such relief is available to Owner. In the interim,
Owner remains liable for his financial obligations attendant to the Ownerships.
To the extent Owner requires payment assistance, we encourage him to contact
our Capital Management Department at (800) 298-3706 in that regard.Sincerely,
HOLIDAY
INN CLUB VACATIONS
INCORPORATED
Katherine
********
Paralegal,
Legal ServicesInitial Complaint
Date:01/02/2023
Type:Service or Repair IssuesStatus: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 very frustrated and unhappy with the timeshare with Holiday Inn. I sent them a letter, explained all the lies I've been told to and asked to cancel my contract. They denied it. I sent them a second letter and they received it on 10/24/2022. They have not responded to it. I do no appreciate being ignored after what I've been through with them. I want to cancel the timeshare contract with Holiday Inn and I need your help in getting a response from them.Business Response
Date: 01/30/2023
Please refer to the attachment for our response.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Initial Complaint
Date:12/30/2022
Type:Product IssuesStatus: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.
I have had my TimeShare with Holiday Inn club vacation, formally Orange Lake
Resorts in Kissimmee under the week system for 17 years. For several years when
I travel to my Timeshare, they would try to pressure me to switch to the point
system and pay more money and I always refuse. One of the reasons was that they
did not have many Countries in the area that I travel too. I was okay with what
I had already. On 7/17/2022, I attended the owner's update meeting with a friend of mine.
During the meeting, I was pressured again to change to the point system. I
brought it to the representative's attention that many of the Countries I want
to travel to are not on their list of destinations. The representative Shawn
W***** brought it to my attention that they have added several more countries
to their destination and now proceeded to look up Countries that I gave to him
to look on his Ipad like Cameroon, Nigeria, and Ghana. I used my cell phone
and took a picture of 2 hotels they showed me. I was happy that they had added more
countries to their list and that would be beneficial for me to upgrade and I
did. I was told by the closing representative, Alexis Z that the
transaction will take 6-8 weeks to process and I will be getting a phone call
from someone that will help me book my vacations for the next year. I never got
a call from such a person. Back in October, I went and registered my information and tried to book a trip
to Cameroon on interval and tried to look for the * Hotel That I had taken a
picture of with my cell phone. I discovered that Interval did not have any
destinations in all the countries that I was Deceived and misrepresented about
having on their destinations. On 10/13/22, I send an email to the closing representative, Alexis Z
regarding this matter and he never replied. I brought it to his attention that
I was Misrepresented and Deceived in order to upgrade to the point system on
7/17/22. On 10/15/22, I called and I was able to speak to Mr. Z******* regarding this
matter. He told me that he forwarded my email to Shawn W*****'s Supervisor name
Sanaa H******** who will call me regarding the matter. I have not heard from
Mr. H********. On 10/20/22, I followed up with another email to Mr. Z******* letting him know
that I have not heard from Mr. H******** and that I wanted a refund of my money
paid and reinstatement of my week's system the way it was before I was
misrepresented and deceived. As of today, 12/30/22, I have not gotten any
response from anyone at Holiday Inn Club Vacation At Orange Lake Resort.Customer Answer
Date: 02/22/2023
I am fine with the outcome of my Complaint after reading the full letter send to the BBB which had a 2nd page that I did to see before. Holiday Inn Club Vacations has agreed to cancel and refund my purchase. Upon cancelation, the additional ownership will be reverted back to my fixed week like I had before. The company has already Fedex the Warranty Deed for my signature in order to start the process. The process will take few months. I am in contact with Ms.J A***** who is working with me to finalize this issue.
Thanks
********
Initial Complaint
Date:12/29/2022
Type:Product IssuesStatus: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 an owner guest referral- ****** ******* *** whites lane southampton ny . We were given the information at reservation once we arrived at the property, we would be utilizing the property as a guest . I've contacted front desk repeatedly with no positive information. We could have done your three night special and gladly done a timeshare tour. As it is we added a night on to our 7 day stay . Our bill is now astronomical additionally we have no idea when southwest will fly us home- which is a separate issue not to do with you .
Thank you for your time and consideration of any help you may offer . Your resort is beautiful . Incidentally my adult children ****** and ******** have spent hundreds at breezes bar and grille as did we for meals . Fantastic serviceBusiness Response
Date: 02/03/2023
Thank
you for contacting Holiday Inn Club Vacations Incorporated (the “Company”) in
connection with the complaint filed with your office by Ms* ******. We
appreciate the opportunity to respond to the concerns set forth therein.Our
records show that contrary to Ms* ******’s assertion in the complaint, she did
not book her reservations through the Company's owner referral program, and she
did not purchase a marketing package from the Company. Rather, on February 19
and February 20, 2022, Ms* ****** was offered to purchase a marketing package
through the Company’s owner referral program (the “Marketing Package”) and Ms.
****** subsequently advised she would need to speak with her family before
purchasing the Marketing Package from the Company. The Company’s Marketing
agent arranged a call back on February 20, 2022, attempted contact four (4)
times, and was unable to reach Ms* ******. Thereafter, on February 22, 2022, a
Company Marketing agent was able to reach Ms* ****** to discuss finalizing her
Marketing Package and Ms* ****** advised that she already booked her vacation
directly through InterContinental Hotels Group (“IHG”) for a stay at the
Company's Orange Lake Resort property, located in Kissimmee, Florida, during
December 23, 2022, through December 30, 2022. As such, Ms* ****** did not
finalize the Marketing Package and instead elected to retain her 7-night IHG
reservation. Ms* ****** later contacted IHG directly and elected to book an
additional night, under a separate reservation number (i.e., December 22,
2022).Ms.
****** expresses concern regarding the rate she paid for her vacation. Please
note that IHG is an entity that is separate and distinct from, and not
controlled or operated by, the Company. As such, the Company does not make
representations regarding the rates IHG may offer. Because Ms* ******’s
reservations were booked through IHG, we recommend she contact IHG directly
regarding the same.Notwithstanding
the foregoing, to the extent Ms* ****** is interested in participating in the
Company’s owner referral program, she is welcome to contact our Marketing
Department at 888-605-7318 in that regard. We thank Ms* ****** for her positive
feedback in connection with her overall experience at our Resort. We do,
however, apologize for Ms* ****** experience when attempting to contact our
front desk agents. Ultimately it is our goal to provide quality customer
service and accommodations for our guests and we appreciate Ms* ******’s
feedback in this regard. To the extent that Ms* ****** elects to participate in
the Company’s marketing promotions, we look forward assisting Ms* ****** in her
future stay.Sincerely,
HOLIDAY
INN CLUB VACATIONS
INCORPORATED
Katherine
M*******
Paralegal,
Legal ServicesInitial Complaint
Date:12/27/2022
Type:Product IssuesStatus: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 august 25 2021 I purchase a vacation package for $199 and all I had to do was sit through a "presentation" at one of their resort locations. 
On the phone I explained due to covid restrictions on travel for Canadians that I wasn't comfortable purchasing. The sales representative said they would no take my money if we couldn't attend the purchased vacation within the allotted time and a refund would be provided. The sales rep repeated "we won't take your money".

I called today and explained the due to restrictions at the beginning of 2022 we did to travel at the bringing of the year. The representative I spoke with today stated they extended my package 6 months to allow me enough time to travel. I further explained my wife is pregnant and travelling unfortunately isn't in our plans and requested a refund. It was explained the only way to get a refund for the $200 was to travel and do the time share presentation. I inquired about transferring to another person, also not allowed. It HAD TO BE ME AND MY WIFE. 


Here is my complaint: When I purchased the package on August 25 2021 prior to getting off the phone with the sales representative he charged my credit card. While on the phone I was told I would get a refund if I was unable to use it and "we won't take your money". I was not provided an email with a link (you can't even tell it's a link, looks like a heading) with the strict rules to the vacation package until August 26th 2021. How was I supposed to know the fine print of the rules if I wasn't provided it until the day after my credit card was charged. Furthermore, I was told I would be provided a refund if I couldn't use the vacation package. I came to find out today that only applied to covid lockdowns restricting travel. Now I'm out $199.
The sales representative promised a refund in the event I didn't use the vacation package. The sales representative defrauded me of my money by false pretences to get me to purchase the vacation package.Business Response
Date: 01/25/2023
Good Afternoon,
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,
Joann A*****
Manager-Paralegal
Holiday Inn Club Vacations Incorporated
Business Response
Date: 01/25/2023
Good Afternoon,
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,
Joann A*****
Manager-Paralegal
Holiday Inn Club Vacations Incorporated
Customer Answer
Date: 01/27/2023
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. However, I have yet to receive payment for my refund as the business has stated they will refund the credit card that was used to purchase the package. That credit card was cancelled and no longer exists.A refund is fully acceptable. Once it is received I’ll gladly accept the resolution.
Sincerely,
**** ********Customer Answer
Date: 01/27/2023
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. However, I have yet to receive payment for my refund as the business has stated they will refund the credit card that was used to purchase the package. That credit card was cancelled and no longer exists.A refund is fully acceptable. Once it is received I’ll gladly accept the resolution.
Sincerely,
**** ********Initial Complaint
Date:12/27/2022
Type:Service or Repair IssuesStatus: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.
11/29/22
Vacation club contract
$62,000
Im 91 and wife 85. We were invited to attend a presentation as we were already members. They scheduled us for an afternoon meeting and confused us and pressured us to sign an expensive contract upgrade. We missed the 10 day cancellation window because we were traveling to see family at Thanksgiving to discuss the contract with them. I have contacted company for relief and they would not address our request to get out of the contract. Pls help us as we are elderly and made a mistake by signing the contract they pressured us into. This email contact may help you: *************************. ************. Thank you!Business Response
Date: 02/03/2023
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 show that Owner entered into his first transaction with the Company on
April 29, 2014, at which time he elected to purchase a Latitudes pre-paid
vacation package (the “Latitudes Package”) through the Company’s Marketing
Department, which would enable him to experience timeshare ownership on a trial
basis. The Latitudes Package entitled Owner to one (1) 8-day, 7-night stay at
any of the Company’s resort locations set forth in the agreement executed by
Owner at the time of purchase. In addition, the terms attendant to the
Latitudes Package included the requirement that Owner attend a
Company-sponsored timeshare sales presentation during the course of the
reservation secured under the Latitudes Package. Our records reflect that Owner
redeemed the Latitudes Package for a 2015 reservation at the Company’s Orange
Lake Resort located in Kissimmee, Florida and attended our timeshare sales
presentation as required on November 30, 2015. At the conclusion of the
presentation, Owner elected to purchase a biennial timeshare interest at the
Orange Lake Resort (the “Initial Ownership”). The Initial Ownership entitled
Owner to 133,000 points every even year in the Company’s points-based exchange
program, the Holiday Inn Club (“Club”). Thereafter, on November 13, 2019, Owner
elected to trade-in the Initial Ownership and applied the accrued equity
therein towards the purchase of an annual standard beneficial interest in the
Orange Lake Land Trust (the “Second Ownership”), which entitled Owner to
150,000 Club points per annum. Later, on November 15, 2022, Owner elected to
trade-in the Second Ownership and applied the accrued equity therein towards
the purchase of an annual standard beneficial interest in the Orange Lake Land
Trust (the “Third Ownership”), which entitles Owner to 500,000 Club points per
annum.
Pressure.
Owner claims that he was “pressured” to purchase the Third Ownership. We
dispute Owner’s characterization of the Company’s sales process. The Company’s sales consultants do not force
prospective purchasers to purchase timeshare interests or to upgrade their
existing ownerships, nor do they prevent anyone from leaving the sales center
without making a purchase. If Owner did
not believe that the purchase of the Third Ownership constituted a good
purchase at the right price, he 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 time of purchase, Owner was asked to
execute a Sales Pre-Confirmation Checklist and to identify his primary reasons
for deciding to purchase the Third Ownership. Owner identified “Premier
[membership level],” “more points,” and “II [Interval International]” as his
primary reasons for purchase. Owner’s
purchase of the Third Ownership advanced Owner from the Prime Platinum
membership level to the Premier Platinum membership level, affording him
additional discounts and benefits such as complimentary stays and reservation
upgrades. The purchase also added access
to Interval International to his ownership portfolio, giving him more than
3,000 additional vacation venues as well as an additional 350,000 Club points
per annum with which to secure reservations for himself and his family. Owner
identified each of these as reasons for his purchase and his purchase certainly
delivered on the same. As such, we reject Owner’s claim that he was pressured
into purchasing a timeshare that he did not want. Furthermore, our records show
that Owner has not utilized the benefits of the Third Ownership; however, please
note that his forbearance of use does not relieve him of the financial
obligations for the same. In addition, it should be noted that Owner’s account
is subject to use restriction on the basis of non-payment. As such, Owner will
be unable to secure reservations under his account until such time he brings
his account current.
Terms. The complaint states that owner was
“confused” at the time of purchase of the Third Ownership. The Company is committed to ensuring that all
of its owners are aware of the terms and conditions of their purchase at the
time of sale. To that end, as part of
the sales process we require each prospective purchaser to meet with one of our
Quality Assurance Officers to review the contract documents and to confirm his
or her understanding of the terms of purchase.
Our Quality Assurance Officers allow the prospective purchasers as much
time as they want to read and execute the closing paperwork. The Quality Assurance Officers also explain
the documents to the prospective purchasers to ensure they understand the
rights and obligations attendant to their purchase. If Owner required additional explanation or
more time to review the documents, the Quality Assurance Officer would have
been happy to provide him with the same. Had Owner notified the Quality Assurance Officer that he did not understand the purchase
documents and/or any aspect of the purchase, the Quality Assurance Officer
would have halted the sale to address those concerns. To the contrary, Owner affirmatively advised
the Quality Assurance Officer that he understood the terms of his purchase and
proceeded to sign all contract documentation applicable to his purchase of the Third
Ownership.
Cancelation.
Owner requests to be relieved from the contractual obligations attendant to the
Third Ownership. Upon review of Owner’s file, 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 identifies the terms and conditions of his purchase, including without
limitation, the financial obligations, and his rescission rights thereto. By
Owner’s own admission, he previously contacted the Company requesting to
rescind his purchase outside of his ten (10) day statutory rescission period and
our records show that Owner has been advised on numerous occasions that his
cancelation requests were untimely. As such, Owner’s requests were denied. We
maintain that because Owner did not timely exercise his rescission rights, his
contract constitutes a binding obligation. As a savvy timeshare purchaser who
has executed three (3) timeshare purchase contracts with our organization, Owner
has received numerous disclosures that timeshare purchasers may cancel their
purchases within the statutory rescission period. In addition, Owner has outstanding mortgage
obligations owed to the Company. Based on these reasons and because we are
unable to substantiate Owner’s claims of wrongdoing, we find no basis to
warrant contract cancelation and we respectfully decline Owner’s request for
the same.
Sincerely,
HOLIDAY
INN CLUB VACATIONS
INCORPORATED
Katherine
********
Paralegal,
Legal ServicesCustomer Answer
Date: 02/03/2023
Complaint: ********
I am rejecting this response because:My wife is 86 and I'm 91 years old. Much older than when we signed a contract with Holiday Inn in 2014. Due to our dementia issues, our family is moving us to an assisted living facility in Missouri. We will be living there by 04/23.
The fact that people at our advanced age would never use such a time share as this is self-evident! We are too old to benefit from it and the Holiday Inn folks should not have pressured us and sold us into into an upgrade. Common sense and the general public would agree this is predatory behavior on the part of Holiday Inn.
Our position is to have the contract withdrawn on this basis.
Sincerely,
Orville ********Business Response
Date: 02/27/2023
We
received the rebuttal complaint filed by Mr. ******** (“Owner”).We
have reviewed the allegations set forth in Owner’s rebuttal complaint and we
previously responded to each with specificity. While we are sympathetic to
Owner’s changed circumstances, the same does not invalidate the contractual
obligations he agreed to at the time of sale. We maintain that Owner has
outstanding financial obligations owed to the Company and failed to timely
request cancelation within the statutory rescission period thereto. We further
maintain that Owner was under no obligation to consummate the purchase of the
Third Ownership and it is indisputable that the Company delivered the benefits
Owner listed as his reasons for purchasing within his Sales Pre-Confirmation
Checklist. So, while it may be the case that Owner arrived at the sales presentation
without the intent to enter into a purchase contract, by the conclusion of the
presentation, he concluded that he wanted to enter into a purchase. As such, we
deny Owner’s characterization of the Company’s sales process as “predatory”,
when we simply delivered upon his requested benefits. Accordingly, as no
information has been presented warranting account cancelation, and we could not
substantiate Owner’s claims of wrongdoing on the part of the Company, we stand
by our initial response and our position remains unchanged.Notwithstanding
the same, our Capital Management Department is willing to work with Owner and
we invite Owner to contact the Capital Management Department at (800) 298-3706 for
any available payment options that may assist him with bringing and maintaining
his account current. Once Owner has satisfied his mortgage obligations, he is
welcome to contact the Company’s Horizons Program to request account
cancelation through said program.Sincerely,
HOLIDAY
INN CLUB VACATIONS
INCORPORATED
Katherine
********
Paralegal,
Legal ServicesCustomer Answer
Date: 03/01/2023
Complaint: ********
I am rejecting this response because:Holiday Inn did not act in our best interests. My wife and I are 91 and 86 years old respectively. We were pressured into signing a time share upgrade that we obviously will never use due to our age and health. The big picture is obvious here as to the ill-will and intent of Holiday Inn. They knew these facts yet pushed an ungraded time share contract on us after inviting us to come experience a dolphin encounter. The behaved in a devious manner from the start. Their agent simply wanted to earn a large commission without regard for our best interests in this situation.
Sincerely,
Orville ********Business Response
Date: 03/14/2023
We
received the second rebuttal complaint filed by Mr. ******** (“Owner”).Owner
references the marketing promotion associated with him vacationing at the
Company’s Orange Lake Resort located in Kissimmee, Florida and later attending
the Company’s timeshare sales presentation. Our records confirm that in August
2022, our Marketing Department presented Owner with a promotional offer to attend
a VIP Experience wherein he and his spouse would receive a three (3) night mini
vacation at the Company’s Orange Lake Resort which he could purchase with cash,
Club points, or a combination of the two. In addition to receiving accommodations,
Owner and his spouse would receive a VIP experience to travel to Discovery Cove
for a dolphin encounter located in Orlando, Florida during their vacation. The
terms of the promotion also included the requirement to attend a
Company-sponsored timeshare sales presentation during the course of the
vacation. Please be advised that at the time Owner purchased the promotion, he
received full disclosure of the terms and conditions applicable to the same.
Additionally, Owner was provided with the Details of Participation
memorializing the terms and conditions of the promotion, including without
limitation, his requirement to attend a timeshare sales presentation. Please be
advised that owners are not required to participate in the Company’s marketing
promotions nor consummate a purchase at a sales presentation, as both are at
the discretion of the prospective purchasers. To the extent Owner
did not wish to attend a timeshare sales presentation, he was under no
obligation to accept the promotional offer.In
closing, we have reviewed each of the concerns set forth in Owner’s complaints
and have responded with specificity in our previous responses. As no new
information has been presented, we stand by our previous responses and our
position remains unchanged.Sincerely,
HOLIDAY
INN CLUB VACATIONS
INCORPORATED
Katherine
********
Paralegal,
Legal ServicesCustomer Answer
Date: 03/16/2023
Complaint: ********
I am rejecting this response because:The FACT remains that you sold an expensive time share to a 90 yr old couple who clearly are not in the capacity to use it.
You would feel the same way we do if this would have happened to your parents.
Holiday Inn and the salesperson operated without regard to our advanced age and mental state. You took advantage of us and you must know that.
Too avoid further litigation, we ask you to void the contract immediately.
Sincerely,
Orville ********Initial Complaint
Date:12/21/2022
Type:Service or Repair IssuesStatus: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.
Our experience with Holiday Inn has been absolutely terrible. We are being completely ignored and it is very concerning that this is how they treat their members and why they are okay with this. We are NEEDING to be released from our timeshare membership for many many reasons. My wife has bad health issues with her back and knees and we can no longer travel. My wife's sister is in a nursing home and we also have to help her with the payments. We have to pay medicare premium; we take maintenance prescriptions which cost extra, dental visits are out of pocket, and so much more. I found out today after consulting with Dr. H**** that I have stage 3 prostate cancer. I started a drug by injection every month that will hinder the growth of the cancer cells. Because of stage 3 prostate cancer I will begin radiation treatment for 7 ½ weeks 5 days per week beginning in February 2023. We HAVE to focus on our health hardships. We want nothing to do with this company any longer and we will not take no for an answer. Please help us get this resolved immediately.Business Response
Date: 02/13/2023
We
received the rebuttal complaint filed by Mr. & Mrs. **** (“Owners”). We
maintain that the Company mailed letters in response to Owners’ correspondence
in September, October, and December 2022; however, the same were not mailed to
Owners’ latest address. Upon review of Owners’ initial complaint, the Company
mailed Owners’ copies of our prior responses via the United States Postal
Service and Certified Mail, which tracking record indicates that the same was
delivered to Owners on February 1, 2023. Furthermore, we deny that the Company
would withhold an invoice from Owners due to an outstanding complaint. Our
records instead reflect that a maintenance assessments invoice was mailed in
November 2022 (i.e., prior to Owners’ submission of the initial complaint);
however, upon review of the same, we find that the invoice was mailed to
Owners’ original address from the date of purchase. It should be noted,
however, that Owners are fully aware that the assessments applicable to the
Upgrade Ownership are due and payable by January 1 of each calendar year. To
the extent Owners did not receive a maintenance assessments invoice in 2022,
they were welcome to contact the Company to request the same and/or access
their account online through the owner’s portal. Owners, however, did not avail
themselves of either option. Notwithstanding the foregoing, to the extent an
error occurred regarding Owners’ address and their receipt of correspondence
from the Company, we sincerely apologize in this regard. Our records reflect
that Owners’ address has since been updated within the Company’s systems and in
the interest of customer service, the Company has re-mailed all outstanding invoices
to Owners. Owners should receive the same within ten (10) business days.Sincerely,
HOLIDAY
INN CLUB VACATIONS
INCORPORATED
Katherine
M*******
Paralegal,
Legal ServicesCustomer Answer
Date: 02/17/2023
Complaint: ********
I am rejecting this response because:
Sincerely,
****** * ****Initial Complaint
Date:12/19/2022
Type:Product IssuesStatus: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 was calling to review a reservation for Holiday Inn Express & Suites that I had previously made on 12/19/2022, and was transferred to Holiday Inn Club Vacations. From there I received an offer for a 4 day 3 night package that was only available to Platinum Elite members. However at no point did the salesperson say that the promotion was for the purpose of soliciting the sale of timeshare interests (I only found out after I had paid in the receipt email). The salesperson also failed to mention that I was required to attend a two hour presentation regarding the sale of a time share interest. I was at no point interested in a time share, and if I properly informed I would have never accepted the offer. Giving how I was mislead I immediately (on 12/19/2022) called Holiday Inn Club Vacations to receive a refund for the promotion I was given. I was transferred to the marketing department, and was told to email [email protected] to explain how I was mislead. I sent an email to the provided address, and received an automatic email back saying that it would take 7-10 days to review my email. I now have to wait a great deal of time to receive a refund that is due to being mislead regarding the terms of my offer. I am very disappointed that Holiday Inn Express & Suites mislead me into taking this offer. I am not interested in a timeshare, and would have never expected to be mislead in such a way from a company that I have reserved from in the past. Immediately upon receiving the email saying that the transaction was a timeshare solicitation I contacted Holiday Inn Club Vacations and communicated my concerns as they requested. I would like a full refund ($249) as a resolution as soon as possible.Business Response
Date: 01/04/2023
Good Afternoon,
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. Benitez regarding his concerns, and we are happy to report that we have come to a mutually agreeable resolution of the Complaint with him.
Sincerely,
Joann A*****
Manager-Paralegal
Holiday Inn Club Vacations Incorporated
Holiday Inn Club Vacations Incorporated is BBB Accredited.
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