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

  
• 

  Holiday Inn Club Vacations Incorporated

  9026 Tropic Beach Dr Cape Canaveral, FL 32920-2430

  
• 

  Holiday Hills Resort

  840 Fairview St Branson, MO 65616

• 

  Holiday Inn Club Vacations Incorporated

  2380 E Hwy 76 Branson, MO 65616

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:12/18/2022

  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.

  I paid 249$ in US dollars and the supposed deal expires March 2023. I asked them if I can't make it to the states what was the refund policy. They confirmed if I could not
  Make it for whatever reason that I could change the ticket to a regular night at a holiday inn resort anywhere. When I received the automated email receipt I noticed the grey disclaimer. This concerned me, so I called the number immediately to cancel if it was strictly timeshare. No response. I emailed no response. Then I felt well I'm screwed so I'll just attempted to book a regular room instead and see what they say. I tried to call them to let them know that traveling to Florida was a no go, and to switch to a regular room night for my spouse when he was in Toronto and in New York. They did not respond, would not answer this imaginary number I was given. It's a scam! I originally got manipulated into this deal because I was booking a room for my husband and then after I booked the room they transferred me immediately to this other number. I did not ask to be transferred they just did it. They acted like they were affiliated with holiday inn. Which they are not. Why did holiday inn transfer me to a company they are not affiliated with when I did not ask for it. I want my money back. If not at the very least a night worth the money at a hotel. This needs to be investigated. If I don't get a response from them by March 2023 I am taking it to court. I am also getting numbers from many others. If necessary I will file a class action.. this is manipulative and sleezy.

  Business Response

  Date: 02/03/2023

  Good Morning, 

  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 the concerns stated in the Complaint, and we are happy to report that we have reached a mutual agreeable resolution of the Complaint with *****. 

  Sincerely, 

  Joann A***** 

  Manager-Paralegal 

  Holiday Inn Club Vacations Incorporated

  Customer Answer

  Date: 02/03/2023

  
  
  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. In details provided the company has decided to deal with the matter in a productive way. I know that this does not always reflect the company in totality, it can be mistakes in training etc. I am just glad they are able to recognize that in this incident. I promptly tried to discuss my issues with what I was told at the time, its unfortunate it took this long to be resolved. However, I am just happy that it is resolved. I haven’t at this point received the return of the funds, but I will take the word of the company that it has been requested and that in 10-15 days I should have a finalized return. 
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:12/14/2022

  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.

  Holiday Inn ************************************************************** ************************ ************** I want OUT of this contract as soon as possible. I have made this clear to the people of Holiday Inn on several occasions and I have been quickly dismissed. They used lies to dupe me into buying this and I am still trying to do right by them to the best of my abilities. I have never missed or been late on payments, but I want them to end! I am embarrassed and I am terrified that my children will be left with a financial burden like this one. I think the most disgusting part of it all and the main reason I want out of this is because I bought it just before the pandemic hit, and they had zero compassion for anyone. I have never traveled on this contract due to the pandemic and underlying conditions. In addition I entered into this agreement based on the lie i learned later I could travel to visit grandchildren who live in ******. That is a whole different program that requires me to pay additional costs and arrangements. I was never told i could cancel this contract within the first 3 days. I did not have a deposit to initiate this and they had me open a ******* credit card. I no longer want to associate myself with Holiday Inn, and you shouldn't want to either! Please help me find someone there who will help me!

  Business Response

  Date: 01/23/2023

  Dear *******************: 
   
  Thank  you  for  contacting  Holiday  Inn  Club  Vacations  Incorporated  (the  Company)  in 
  connection with the complaint filed with your office by ************** (Owner). We appreciate the 
  opportunity to respond to the concerns set forth therein.  
  Our  records  show  that  Owner  attended  a  Company-sponsored  timeshare  sales  presentation  on 
  October 22, 2019, at which time she elected to purchase an annual standard beneficial interest in 
  the Orange *************** (the Ownership). The Ownership entitles Owner to ****** points 
  per annum in the Companys points-based exchange program, the Holiday ******** (Club). 
  Owner *** utilize her Club points to secure (i) reservations at any of the Companys twenty-eight 
  (28) resort locations, (ii) reservations at thousands of resorts through the Companys exchange 
  affiliate,  RCI,  (iii)  reservations  at  thousands  of  IHG-branded  hotels  worldwide  through  the 
  Companys  affiliation  with  IHG,  and  (iv)  airfare,  car  rentals,  cruises,  and  more  through  the 
  Companys ************* Program. 
  Inheritance. Owner expresses concern with her children inheriting the Ownership and any debt 
  associated therewith. Please note that the Ownership constitutes a deeded 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,  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 Owners heirs do not wish to take title to the Ownership, they should be 
  able to disclaim the same through applicable inheritance laws. 
  Coronavirus  Concerns.  Owner  states  that  she  has  not  utilized  her  Ownership  due  to  the 
  Coronavirus Pandemic and that the Company has not expressed compassion in connection with 
  the same. It should be noted that in recognition that persons in our ownership base *** have been 
  reluctant to travel during the height of the Coronavirus pandemic, the Company extended 2019
  
  
                                                                                            
   
  
  
  and 2020 Club points by six (6) months to afford owners additional time to utilize their Club points. 
  The Company also deposited an additional ****** bonus Club points to all Traditional members 
  accounts, including Owners account, on June 1, 2020. If Owner still has reluctance to travel, we 
  remind her that she has the option of depositing Club points with IHG, where points so-deposited 
  never expire.  
  International  Travel. Owner claims  she was  advised that she could  travel to  ****** under her 
  Ownership, but that it was not disclosed that she would be required to utilize a different program 
  or pay additional fees in connection therewith.  Please be advised that the sales consultant that 
  Owner met  with  provided her with  examples  of  reservations  that can be  obtained through the 
  Companys resort network, IHG and RCI. At the time of sale, Owner was also provided with a 
  member  guide  that  clearly  discloses  all  of  the  Companys  resort  locations,  none  of  which  are 
  located  in  ******. The  member  guide  also  discloses  that  Owner  has  the  option  to  travel 
  internationally through IHG and RCI. It is the case that owners *** elect to utilize their Club 
  points through IHG and RCI, which both entities currently have destinations available in ******. 
  It should be noted, however, that Owner was not provided with any guarantees that her desired 
  destinations and/or reservation requests will all be accommodated and/or available. Owner was 
  advised that in some instances alternative choices *** be required to confirm a reservation. Owner 
  executed  purchase  documentation  acknowledging  her  understanding  that  IHG  and  RCI  are 
  independently owned and operated companies and that all reservations are subject to availability. 
  Furthermore, we dispute Owners claim that she was not made aware of the fees associated with 
  booking  reservations  through  IHG  and RCI. Please be advised that  the  Sale Pre-Confirmation 
  Checklist executed and acknowledged by Owner clearly disclosed that My / Our exchange fees 
  range from $59 - $288 for each transaction. All financial obligations were again fully disclosed 
  in the contract documentation subsequently executed by Owner. Notwithstanding the same, we 
  have no record of Owner contacting the ************* Counselors for assistance with booking 
  reservations  through  IHG,  RCI,  or  within  the  Companys  resort  network.  If  Owner  requires 
  assistance with booking reservations and/or utilizing her Club points to its fullest potential, she is 
  welcome to contact a Club Counselor by calling ************ and someone will gladly assist her 
  in this regard. 
  Rescission. Owner alleges that the rescission period attendant to her Ownership was not disclosed 
  to  her  at  the  time  of  purchase.  This  is  untrue.  As  stated  above,  the  date  of  purchase  for  the 
  Ownership was October 22, 2019. The purchase transpired in **************, and as such, Owner 
  was afforded five (5) calendar days (not including Sunday if that is the fifth day), after the purchase 
  date in which to rescind the contract, not the three (3) days stated in the complaint. Accordingly, 
  the last day for Owner to exercise her rescission rights was October 28, 2019. Our records reflect 
  that Owner was provided contract documents in writing at the time of sale for review. Both the 
  Purchase  Agreement  and  Alternative  Media  Disclosure  Statement  executed  by  Owner  clearly 
  disclosed the rescission period.  
  
  
                                                                                            
   
  
  
  Credit Card. Owner states that she was offered the option to apply for a RCI ******* credit card 
  during her sales presentation. Please note, we do not require applicants to apply for a credit card 
  through a third party (affiliate exchange company RCI, or otherwise) and whether an owner does 
  so, is entirely within his or her discretion. If applying for credit, the applicant would be subject to 
  the terms and conditions of the financial institution issuing the credit. To the extent Owner did not 
  wish to apply for the credit card, she was under no obligation to do so, and further, if Owner did 
  not agree that the Ownership constituted an affordable option at the right price, she had the option 
  of declining to purchase.   
  Cancelation. Owner claims that she has previously contacted the Company requesting cancelation, 
  but that the Company has not provided any support to her requests for assistance. Upon review of 
  our  records,  we  can  confirm  that  Owner  has previously contacted  the  Company  on  several 
  occasions requesting cancelation. The Company has previously advised Owner verbally and in 
  writing that (i) she failed to timely exercise her right to rescind, (ii) she has outstanding obligations 
  owed to the Company, and (iii) the purchase documents associated with the Ownership are in 
  order, signed, and acknowledged by her agreeing to the terms and conditions therein. Furthermore, 
  Owner  has  been  advised  on  several  occasions  that  because  she  has  an  outstanding  mortgage 
  obligation owed to the Company, her only option to relinquish her Ownership would be through 
  an independent sale to a bona fide third-party and subject to the Companys transfer requirements.    
  Notwithstanding the same, Owner restates her request to be relieved of her obligations attendant 
  to  the  Ownership. Owner  is  well  outside  of  the  rescission  period  for  account  cancelation.  In 
  addition, we have reviewed our files for Owners account, and we wholly deny any wrongdoing 
  on the part of the Company in connection with the sale of the Ownership. Instead, we have found 
  that Owner willfully entered into her agreement after full disclosure of all applicable terms and 
  conditions. The fact that Owner was provided with all disclosures required under applicable laws 
  at the time of purchase, and the lack of any corroborating support that would substantiate Owners 
  claims  of  misrepresentation,  leads  us  to  conclude  that  contractual relief  is  not  warranted. 
  Furthermore,  Owner  has  outstanding  mortgage  obligations  owed  to  the  Company  and  is  not 
  otherwise eligible for contractual relief. Accordingly, we respectfully decline Owners request for 
  cancelation. 
  Sincerely, 
  HOLIDAY INN CLUB VACATIONS 
  INCORPORATED 
   
  ********************************;
   
  ********************************;
  Paralegal, Legal Services 
   
   
  
  
                                                                                            

• Initial Complaint

  Date:12/13/2022

  Type:Delivery 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 contacting you all to ask for some assistance with my timeshare. I purchased my share in 2018, thinking it would be the best investment for my family and me. "Boy, was I wrong"! It has been inconvenient after the inconvenience. It's challenging to book a pleasant stay at any resort. Whenever I find a nice place, I have to pay outrageous fees to book that location on that date. This timeshare has been a pain, and I am no longer interested in its service. I did not know that the yearly cost would continue to rise. I am current on all my fees and am seeking options to cancel my timeshare with Holiday Inn Club Vacations.
  
  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 Ms. ******* (“Owner”).
  We appreciate the opportunity to respond to the concerns set forth therein.

  Our
  records show that since October 2005, Owner entered into four (4) purchase
  transactions with ********** *******, LLC (“Silverleaf”), each for a timeshare
  interest. Owner’s last purchase transaction was on February 7, 2014, at which
  time she elected to purchase an annual fixed-week timeshare interest at the
  ******* ****** located in Galveston, Texas (the “Active Ownership”). Silverleaf
  was later acquired by an affiliate of the Company in May 2015. Following the
  acquisition, Owner has not purchased any timeshare interests directly from the
  Company and solely owns the Active Ownership at this time.
  Investment.
  Owner refers to the Active Ownership as an investment. Please be advised that
  ***********s sales consultants were not financial advisors, and as such, they
  did not promote timeshare ownership as financial investments. Furthermore,
  because timeshare interests are use-based products, they were sold as such, and
  ***********s sales consultants advised prospective purchasers that the value
  associated with a timeshare purchase is derived from the use of the timeshare
  itself.

  At
  the time Owner purchased the Active Ownership, Owner initialed Paragraph 4 of
  the Owner Confirmation Interview which states that “I specifically confirm
  that no promises were made to me as to buy-back, resale, opportunity for rental
  income or investment potential.” Owner also initialed Paragraph 7 of the
  Owner Confirmation Interview acknowledging that:

  “I
  am acquiring the VOI [Vacation Ownership Interest] solely for my personal use
  and enjoyment and not for any other purpose, including any attempt to obtain
  any rental income, tax advantage, depreciation or investment. I understand that
  the VOI is a “used based” product and that I will need to use the facilities
  and programs of SRI and ********** **** in order to obtain enjoyment from them
  and in order to obtain value from my purchase.”

  As
  such, we dispute Owner’s assertions that her purchase was presented as a
  financial investment.

  Booking
  / Fees. Owner claims that she has experienced difficulties
  booking reservations and expresses dissatisfaction with the fees associated
  with booking reservations. Please be advised that Owner’s Active Ownership provides
  her with a number of benefits including travel to her owned unit during her
  owned week each year, at no additional booking cost. In addition to utilizing
  her owned unit/week, Owner is also afforded access to (i) the Bonus Time
  Program, which program allows owners to secure last-minute reservations at the
  historic thirteen (13) ********** resort locations, (ii) ***********s In-House
  Exchange Program which allows her to exchange her owned week for a different
  week at one of ***********s thirteen (13) resort properties, and (iii) the RCI Exchange
  Program, which program allows owners to exchange their fixed-weeks through RCI
  for another comparable week stay in a resort in RCI’s network and based on
  RCI’s exchange evaluation. However, it should be noted that access to the RCI
  exchange program is contingent upon owners maintaining an RCI membership, which
  membership fee is wholly outside of ********** and the Company’s control and
  solely determined by RCI directly. Please note that the Bonus Time Program,
  In-House Exchange Program and RCI Exchange Program are subject to changes and
  fees, which was clearly disclosed to Owner at the time of each purchase. Please
  also note that it was fully disclosed to Owner at the time of each purchase
  that all reservations are subject to availability, with the exception of her
  owned week(s), and that if Owner was not able to secure her first vacation
  choice, an alternate choice may be required to confirm a reservation. Upon
  review of Owner’s overall usage history, she has (i) exchanged her owned week
  through RCI on one occasion, (ii) completed two (2) Bonus Time reservations,
  and (iii) completed one (1) complimentary reservation. It should be noted,
  however, that Owner has not utilized the Active Ownership since 2014 and we
  have no record of Owner contacting ********** and/or the Company for assistance
  with booking a reservation thereafter. To the extent Owner wishes to utilize
  her Active Ownership and requires assistance with the same, she is welcome to
  contact a Vacation Counselor at (800) 613-0310 and an agent will be happy to
  assist in that regard.

  Increasing
  Cost.
  Owner claims that she was unaware the “costs” associated with the Active
  Ownership would increase. We dispute this claim. As stated above, Owner was
  provided with clear disclosure that the Bonus Time Program, In-House Exchange
  Program, and RCI Exchange Program are subject to change, which includes the
  fees associated therewith. In addition, the governing documents provided to
  Owner at the time of each closing clearly disclosed the maintenance fee
  obligation, as well as the fact that it is an on-going obligation 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.

  Cancelation.
  Owner requests cancelation of the Active Ownership. Our records show that Owner
  previously contacted the Company’s Horizons Department requesting cancelation
  of the Active Ownership in 2022. At that time, our agents advised Owner that
  she could (i) gift her Active Ownership to friends or family, (ii) sell her
  Active Ownership independently to a bona fide third party, subject to the
  Company’s transfer requirements, or (iii) surrender her Active Ownership back
  to the Company through the Company’s Horizons Program, subject to the program’s
  requirements thereunder. Owner advised our agents that she had no interest in
  gifting or selling her Active Ownership and was interested in the Horizons
  Program. Owner was then advised that while she was current on her accounts, she
  has an outstanding mortgage obligation owed to the Company and as such, she is
  not eligible to participate in the Horizons Program. In reviewing Owner’s
  account, we note that Owner has still yet to meet all the requirements to
  surrender her Active Ownership through the Horizons Program. If Owner would
  like to surrender her Active Ownership through the Horizons Program, she must
  first satisfy her mortgage obligations, pay the maintenance obligations due and
  payable under the Active Ownership through the end of the current calendar year
  and remit the Horizons Program processing fee. This can be accomplished by
  contacting our Horizons Department at (866) 228-8689. Thereafter, an agent will
  assist Owner with the documentation necessary for her to surrender the Active
  Ownership back to the Company, which will release her from all further
  obligations thereunder without negative impact to her credit.
  At
  this time, however, we respectfully decline Owner’s request for cancelation of
  the Active Ownership on the basis that (i) Owner received all applicable disclosures
  pertaining to the Active Ownership at the time of purchase, including without
  limitation, her rescission rights which she failed to exercise, and (ii) we are
  unable to identify any evidence of wrongdoing on part of ********** and/or the
  Company. To the extent Owner does not avail herself of any of the options
  listed above, she will remain liable for all financial obligations under the
  Active Ownership, and she may contact our Capital Management Department at
  (800) 298-3706 to ascertain what payment arrangement options are available to
  her, if any.

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

• Initial Complaint

  Date:12/09/2022

  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 was fully mislead into what I believed to be a valid vacation purchase for my family, and this experience has been a nightmare since day 1. We were lied to numerous times. I have several other of your customers who can attest to the same allegations. There are several things you present in your presentation that are untrue and lie just to get the customer to sign and purchase. When we signed up we were told that we could break up the down payment and given a certain amount of money down. When we got inside the owners hall that amount changed, which should've been red flag #1 - we ended up paying more on the first payment than originally discussed during the "sales" pitch. Once that occurred they assured me that the other pending payments to complete the down payment would be less, so when my next payment was due instead of paying it immediately I called for the information. Do you know what their finance person said to me ? The one we signed the papers with..."this doesn't look like an error on our end it just seems to me as you can't pay this and just can't afford it" this is how they allow people to speak to their customers. We signed these forms with our 8 children outside in the hallway being rushed, sales pressured, lied to about what the included items were just to sign and you will not get away with this. We paid the down payment off because he threatened our credit. To my surprise when I went to book the site (which they forget to tell you that you have to pay to book using points you already paid for) it took my money and didn't provide me with a reservation confirmation, I had to file a complaint to get the dates I needed after making accommodations to get those dates. When I arrived at the property to check in, they could not find my reservation it was a NIGHTMARE. Furthermore, I was lied to by the sales staff and told by front desk this is common sales practice they tell us the consumers that we would be in river island every time because we are owners just so we can purchase and that once we arrive here for our next reservation it's too late to cancel the contract. What type of scam are you people running? The room exterior is dirty, had not been cleaned. My fridge was broken, they finally called me at 1020pm to tell me they were going to "fix" it and kept me up until almost 1am no one ever showed up and they came late morning and apologized. Half my groceries RUINED. I want a full refund check (not back to my original payment cards) mailed to my home address for the FULL amount paid to date as a complete refund and I want my contract cancelled without penalty. This is absolutely the worst company ever. Liars, deceiving, poor customer service.

  Business Response

  Date: 01/25/2023

  Please refer to the attachment for our response to the complaint.

  Sincerely,

  HOLIDAY INN CLUB VACATIONS

  INCORPORATED

   

  Customer Answer

  Date: 02/01/2023

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

  I would like copies of where the rescind period was signed and agreed to. Also, the video footage of the recording as we were never verbally told anything - there are multiple complaints on them because they’re a scam

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

  Business Response

  Date: 02/27/2023

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

  Pursuant
  to Owner’s request, the Company will mail him copies of his Purchase Agreement
  and Receipt for Timeshare Documents, each of which Owner executed and fully
  discloses Owner’s rescission rights in bold and conspicuous text above the
  signature lines. Owner should receive copies of the same within ten (10)
  business days. However, please note that the video recordings obtained by the
  Company are internal records and we are not obligated to, nor inclined to
  disclose this information to Owner at this time.

  Furthermore,
  please be advised that the Company will not comment on any issues, concerns,
  complaints other than those of Owner at this time.  It should be noted, however, that the Company
  has various teams dedicated to reviewing and responding to consumer complaints
  and that allegations of misrepresentation are taken very seriously. We have
  numerous controls in place to ensure that prospective purchasers are provided
  clear and accurate descriptions regarding the terms of their purchases and the
  performance of our sales and marketing teams is routinely audited. Furthermore, Owner’s reliance on online
  reviews has no probative value relevant to his claims. The overwhelming
  majority of the negative reviews and complaints alleging wrongdoing on the part
  of the Company are authored and published by or at the request of timeshare
  relief companies engaged in timeshare exit schemes and are wholly devoid of
  merit. Timeshare exit is a billion-dollar industry and the companies and law
  firms engaged in such practices routinely fabricate claims of misrepresentation
  in an attempt to obtain contractual releases from legally binding contracts. Notwithstanding
  the same, each complaint is afforded a robust review. To the extent wrongdoing
  is detected, the Company works to address and otherwise resolve the same.  However, no wrongdoing was detected in
  connection with Owner’s purchase. Accordingly, we stand by our initial response
  and our position remains unchanged.

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

• Initial Complaint

  Date:12/08/2022

  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.

  ******** and I have reached out to Holiday Inn Club Vacations, hoping to get some relief from our timeshare. Due to maintenance fees, we have yet to have the opportunity to take advantage of our share. From our understanding, these fees were supposed to be included in our monthly mortgage. ******** and I are still making monthly mortgage payments on a piece of property for which we do not have an actual deed. How can such a large company possibly sell us a mortgage on a property we can not access? We have expressed to Holiday Inn Club Vacations that we would like to end our partnership with their company. We are here to warn others of Holiday Inn Club Vacations' deception. This timeshare company only wants your hard-working money. They do not care if you can ever take a vacation. Do yourself a favor and run from anyone trying to offer you something free or nice to attend a vacation presentation. Holiday Inn Club Vacations is a terrible company. We are asking the company to end our partnership and cancel our contract. Thank you, ****** & *********************************

• Initial Complaint

  Date:12/07/2022

  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.

  On 06/24/2022, I was charged $249.00 by **** for a vacation package that I never received. I was told to call the hotel resort for reservations and when I did, the resort had no knowledge of my vacation package. I requested a refund but the **** has not provided a resolution or refund. I filed a dispute thru my financial institution to dispute the charge made on my credit card, but they would not refund it because they could not get a resolution from the merchant, ****.

  Business Response

  Date: 12/21/2022

  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 come to a mutually agreeable resolution of the Complaint with her.
  
  Sincerely,
  
  ***********************
  Manager-Paralegal
  Holiday Inn Club Vacations Incorporated
  *****************************************
  

  Customer Answer

  Date: 12/23/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  Once I have received the refund, then I accept the response and resolution.

• Initial Complaint

  Date:12/06/2022

  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.

  My time with Holiday Inn has been nothing but a scam and a headache. I have been lied to about the fees, the booking, the resorts, and much more. It seems as if nobody wants to help me get this resolved. I receive bill after ****, but no response to my requests for cancellation. I refuse to pay this organization another dime and I will not change my mind about it. I was also told that I would earn ******* points annually, but have not, because record only shows that I have ******* when I should have *******. Holiday Inn should not be allowed to be in business for how much they scam people. Please help me get this resolved.

  Business Response

  Date: 01/11/2023

  Dear *******************:
  Thank you for contacting Holiday Inn Club Vacations Incorporated (the "Company") in
  connection with the complaint led with your ofce by ****************** ("Owner"). We appreciate
  the opportunity to respond to the concerns set forth therein.
  Owner entered into her rst purchase transaction with the Company on April l6, 2019, at which
  time she purchased a Latitudes pre-paid vacation package (the "Latitudes Package") through the
  Company's ********************* which would enable her to experience timeshare ownership
  on a trial basis. The Latitudes Package entitled Owner to one (1) 5-day/4-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 reect that Owner redeemed the Latitudes
  Package for a July 2021 reservation at the Company's South Beach Resort located in ************,
  ************** and attended our timeshare sales presentation as required. At the conclusion of the
  sales presentation, Owner elected to purchase an annual standard benecial interest in the Orange
  *************** (the "Ownership"). The Ownership entitles Owner to ******* points per year in
  the Company's points-based exchange program, the Holiday ******** ("Club").
  Purchase. Owner claims that the Company "scam(s)" prospective purchasers. We dispute Owner's
  characterization of the Company's sales process. The Company's sales consultants are enthusiastic
  about vacation ownership and the Club program; however, they do not misrepresent, or otherwise
  "scam," prospective purchasers into purchasing from the Company. The Company's sales
  consultants are trained individuals who exercise care in clearly describing, in detail, the benets,
  rights, and obligations attendant to each purchase. The contract documentation also provides clear
  disclosure of the same. Owner also met with a ***************** Ofcer who reviewed the
  purchase documentation with her to ensure that she had a clear understanding of the same. If
  
  
  
  
  See Attachment/File: Business Response.pdf

  Business Response

  Date: 01/11/2023

  ***InFo Only***
  See Attachment/File: SampsonBBB INFO ONLY 1-11-23.pdf

• Initial Complaint

  Date:12/06/2022

  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.

  The Timeshare ownership contract was signed 10.31.22 by myself and my husband ***** ****** in S.C. at South Beach Club Resort which is owned by Holiday Inn Club Vacations. We made a downpayment of $1309.00 to my ********** at the time of the transaction. They committed to us that with timeshare ownership with Orange Lake Resorts DBA Holiday Inn Club vacations that we would have access to resorts and RCI an exchange as well as be able to transfer points to our current IHG acct. Alot of pertinent information was left out that if it was told upfront we would not have went into contract. 1. That Nary who was explained to be our Quality Assurance Office was actually affiliated with Wilson Resort Finance which also affiliated with Holiday Inn Club Vacations and the Affiliated Business arrangement disclosure was in our closing docs at the end when we signed it wasn't directly explained to us nor was it pointed out. 2. That we would have to pay every time we wanted to transfer points over to our IHG acct. This was huge and we were lead to believe we would just lose points on a 4:5 ratio, but not that we had to pay to transfer points. I have tried to speak with several people in mgmt before reaching out to the BBB. I was also transferred to the cancellation team, but they only help with resell. I am not interested in reselling. My husband and I only want out of the contract before our 1st payment is due on 12.15.22. We do not want this to go to collections! We have worked hard on our credit and getting our debt in control. We are not going to continue to pay to use the program and pay a $200 monthly mortgage pymt and pay to use the program. I advised our presenter Mr. T*** that we do small trips and we use reward programs and points to travel. We have no use for this program. We havent used it one time! Our contract# is *******. Only resolution we want is out and we are willing to forfeit our $1309 down payment if they want our money. Other than that we just want to cancel.

  Business Response

  Date: 03/07/2023

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

  Our records show that
  Owner attended the Company’s timeshare presentation on October 31, 2022, at
  which time she purchased an annual standard beneficial interest in the Orange
  Lake Land Trust (the “Ownership”), entitling her to 50,000 points every year in
  the Company’s point-based exchange program, the Holiday Inn Club (“Club”).

  Duration.
  Owner claims that the timeshare sales presentation lasted longer than two (2)
  hours. Please note that the Company’s sales presentations are approximately two
  (2) hours in duration for new owners, the actual length of the sales
  presentation depends upon the prospective purchaser’s level of interest and the
  questions asked. If at the conclusion of the sales presentation, a prospective
  purchaser advises the sales consultant that he or she is interested in vacation
  ownership or adding onto an existing portfolio, inventory is selected and
  contract documents are prepared, reviewed, and executed, which accounts for any
  additional time Owner may have spent at the sales center. Attendance at the
  Company’s sales presentations is voluntary, and if Owner does not wish to
  attend additional sales presentations in the future, she is under no obligation
  to do so and may decline any offers extended to her in connection therewith.

  Terms.
  Owner claims that the terms and conditions of her contract were not fully
  explained to her at the time of closing. Please note that the Company is
  committed to ensuring that all of our owners are aware of the terms and
  conditions of their purchase at the time of sale. To that end, the Company’s
  sales consultants are trained individuals who exercise care in clearly
  describing in detail the benefits, rights, and obligations attendant to each
  purchase. Furthermore, as part
  of the sales process, Owner was required to meet with a
  Quality Assurance 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. Owner was handed each document and was
  provided the opportunity to review each in detail prior to signing, as well as
  the opportunity to ask for clarification regarding anything she did not fully
  understand. In connection therewith, Owner was provided with all disclosures
  required by applicable laws at the time of purchase. ****** ***** ********* ***
  and ****** ****** ******** *** provide financing, closing, and title services. Their
  affiliation with the Company was fully disclosed at the time of purchase in the
  Affiliated Business Arrangement and Disclosure Form and other contract
  documents Owner acknowledged having received and executed in connection with
  the purchase. Owner was afforded the opportunity to review the contract
  documents prior to the execution thereof, and to raise questions with the
  Quality Assurance Officer regarding the documentation she was signing. If Owner
  felt that this affiliation or other terms of the purchase did not meet her
  expectations, she was welcome to decline to consummate the purchase and Owner was
  also provided the option to submit a written request for cancellation within
  the statutory rescission period allowed by law, which Owner failed to do.

  Club Benefits.
  Owner claims that she was advised that her Ownership would allow her to utilize
  her Club points in a number of ways. As a member in the Club, Owner may utilize
  her Club points to secure reservations at any of the Company’s twenty-eight
  (28) resort locations. Club points may also be utilized to secure reservations
  at thousands of resorts and hotels worldwide through the Company’s affiliations
  with RCI, LLC (“RCI”) and Intercontinental Hotels Group (“IHG”). Owner also has
  the option of utilizing her Club points towards airfare, car rentals, cruises,
  and more, through Company’s Club Partners Program. As such, Owner is in fact
  afforded the flexibility of utilizing her Club points in a number of ways.

  RCI / Last Minute Deals.
  Owner claims that she was “sold on the fact” that she could book last minute
  vacation deals and could travel through RCI. Firstly, it is true that Owner
  would have been advised that RCI offers Last Call reservations through their
  Last Call Vacation Program. Last Call Vacations are discounted last minute
  week-long getaway offers for un-booked accommodations that are available to
  confirm within 45 days of check-in. They do not require the expenditure of Club
  points. Because the Last Call Vacation Program is operated and managed by our
  exchange affiliate, RCI, Owner would need to contact RCI directly for any
  concerns in this regard. Please note, however, that it was fully disclosed to
  Owner at the time of purchase that there is limited availability under the RCI
  Last Call Vacations Program. Furthermore, at the time of Owner’s purchase,
  Owner was advised that her purchase of the Ownership would give her access to
  the resorts affiliated with RCI. She was also advised that the Company does not
  control or operate RCI, and that the number of Club points required to book
  reservations through RCI is set by RCI and fluctuates based on hotel brand or
  resort, season, occupancy rates, day of the week, length of stay, size of
  accommodations, and a host of other matters wholly outside of the Company’s
  control. To the extent Owner inquired about a specific location (i.e., Hawaii)
  and/or specific resort, the sales consultant would have demonstrated the RCI
  website to show real-time examples of available vacations and the number of
  points required to secure the same. 

  We would also like to
  remind Owner that as a member of the Club, she also has access to last minute
  deeply discounted travel deals through our MAXtime program, which deals are
  announced via email and posted on the homepage of our member website. However,
  such deals are also based on availability which Owner received full disclosure
  at the time of sale that all reservations are subject to availability.

  IHG / Bonus Points.
  Owner further claims that the Company failed to disclose the fact that there
  are fees associated with transferring Club points to IHG. We dispute this
  claim. Please be advised that at the time of sale, Owner signed a Sales
  Pre-Confirmation Checklist which provided clear disclosure of her occupancy
  year, IHG transfer deadline, Club points to IHG exchange ratio, and the fact
  that there are fees associated with transacting through IHG. More specifically,
  Owner initialed the following disclosures:

  “My
  / Our first year of occupancy is 2022. Holiday Inn Club® Points will be
  allocated every year.”

  “I
  / We understand Holiday Inn Club® Points must be exchanged for all Club
  Partners including IHG® One Rewards points between January 1st and
  on or before October 1st of each year. Only current year Holiday Inn
  Club® Points may be exchanged for Club Partners and IHG® One Rewards points and
  only after both memberships have been established in the system. IHG® One
  Rewards points never expire. There are fees associated with these transactions.”

  “I
  / We understand that I/we may currently exchange Holiday Inn Club® Points to
  IHG® points at a ratio of 5 Club points to 4 IHG® One Rewards Points.”
  “My
  /Our affiliate exchange fees range from $59 - $319 for each transaction.”

  Accordingly, at the time
  of sale Owner acknowledged her understanding that she was purchasing her
  Ownership after the above referenced October 1st deadline (the “Deadline”). Additionally,
  Owner received clear disclosure that her first year of occupancy is 2022. We
  therefore find that Owner was made aware of the fact that she was acquiring
  2022 Club points (i.e., the then-current year points) which said points were past
  the Deadline, and as such, she would be unable to transfer her 2022 Club points
  to IHG. However, this does not mean that Owner cannot utilize her 2022 Club
  points. Instead, Owner’s 2022 Club points are available for use until December
  31, 2023, and as such, Owner is welcome to utilize her 2022 Club points towards
  booking reservations at the Company’s resort locations or through RCI.

  In connection with the
  IHG transfer fee, Owner claims that when she requested the exact fee amount
  during the November 25, 2022, phone call, the Company’s agent failed to provide
  the same. We sincerely apologize to Owner for any miscommunication that may
  have occurred at the time of the phone call. Please note that currently owners
  may transfer up to 100,000 Club points to IHG for only $99 per transaction and
  $5 for each additional 10,000 Club points. Moreover, we would also like to call
  attention to the fact that the Club points to IHG ratio exchange is 5:4 and not
  “4:5” as Owner states in her complaint, which was disclosed in the Sales
  Pre-Confirmation Checklist executed by Owner. Furthermore, Owner also received
  a Member Guide at the time of sale which disclosed that Club points exchanged
  to IHG cannot be exchanged back to Club points.

  Owner also claims that
  she was advised that she would be receiving 100,000 Club points at the time of
  sale. To clarify, Owner purchased the Ownership which provides her with an
  annual point allocation of 50,000 Club points. Additionally, at the time of
  sale, Owner received
  a 50,000 Bonus Points certificate in connection with her purchase. Please be
  advised that Bonus Points expire twelve (12) months from the time they are
  applied to an account. At the time of sale, Owner was advised that accounts may
  take six (6) to eight (8) weeks to fully setup within the Company’s systems. As
  such, to the extent an owner calls prior to their account being fully setup,
  the information visible to our Club Counselors may be limited. It should be
  noted that Owner’s Bonus Points were applied to her account on December 1, 2022
  (i.e., within the timeframe referenced above). Therefore, when Owner contacted
  the Company on November 25, 2022, the agent only advised Owner of the current
  available Club points reflected on her account (i.e., the 2022 Club points and
  the upcoming 2023 Club points she would receive). Owner would not have been
  advised of her capabilities with her Bonus Points as they were not yet applied
  to her account. We sincerely apologize to Owner for inconvenience she may have
  experienced in this regard.

  Unlike Club points, Bonus
  Points can be transferred to IHG at any time before they expire, which expiration
  for Owner’s Bonus Points is December 1, 2023. When Owner contacted the Company
  on November 25, 2022, her Bonus Points were not yet added to her account, and
  as such, she did not yet have the option to transfer her Bonus Points to IHG. Now
  that the Bonus Points are reflected in Owner’s account, Owner can deposit her
  Bonus Points for use towards the IHG One Rewards Program prior to the
  expiration thereof. Alternatively, Owner also has the option of utilizing her
  2023 Club points (i.e., current use year points) towards the IHG One Rewards
  Program any time between January 1 and October 1, 2023. In any event, to the
  extent Owner elects to utilize her Bonus Points or her 2023 Club points towards
  the IHG One Rewards Program, she will be required to remit a transfer fee that
  is based on the number of points Owner wishes to transfer. It should be noted,
  however, that Owner’s account is currently delinquent and as such her account
  is subject to use restriction and she will be unable to utilize her Ownership
  and/or transfer points to IHG or RCI until such time she cures her
  delinquencies.

  Usage.
  Owner states that she has not utilized the Ownership. While this is accurate,
  please note we encourage all our owners to utilize the benefits available to
  them through their membership in the Club listed herein. Notwithstanding
  Owner’s choice to forego use of the Ownership, this is not a basis for contract
  cancelation and does not invalidate the financial obligations Owner agreed to
  on the date of her purchase. If Owner is experiencing difficulty with utilizing
  her Ownership, we encourage her to contact a Vacation Counselor at (877)
  606-2582, who will be happy to assist in that regard once her delinquencies are
  cured.
  
  Last Cancelation.
  Owner requests cancelation on the basis of the Ownership on the basis of the
  Company’s misrepresentations and wrongdoing. We have reviewed our files for
  Owner’s account, and we wholly deny any wrongdoing on the part of the Company
  in connection with the sale of the Ownership. Instead, we have found that Owner
  willfully entered into her agreement after full disclosure of all applicable
  terms and conditions related to her purchase, including without limitation, her
  usage rights, benefits, and financial obligations. Owner also acknowledges her
  understanding of the rescission period and as such, understand that each of her
  and her spouse’s cancelation requests with the Company have been untimely.
  Moreover, Owner has outstanding mortgage obligations owed to the Company. As
  such, we have determined that Owner is not entitled to account cancelation, and
  we respectfully decline her request for the same.

  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 her
  account current. Please note that pursuant to Owner’s request, automatic
  payments were stopped on her account; however, such request does not absolve
  Owner of her financial obligations. Should Owner allow her 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

  Customer Answer

  Date: 03/10/2023

  
  
  Complaint: 18764256
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** ***************

  Business Response

  Date: 03/16/2023

  The Company has received
  notification that Ms. *************** (“Owner”) has rejected our response.
  However, Owner failed to provide a justification with her rejection.

  As no information has
  been presented warranting account cancelation, we stand by our previous
  response and our position remains unchanged.

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

• Initial Complaint

  Date:12/05/2022

  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.

  I had Called originally *****-22 about resetting my password with holiday inn, and was sent to a separate company selling timeshares, the salesperson was talking about a discounted vacation package, so long as i attended a timeshare presentation which I could use within 12 months. I said it sounded good and gave Credit Card info to hold the deal. I was under the assumption that i wouldn't be charged $279 until i actually booked the deal. I noticed 3 hours later my Card was charged $279 and immediately called back on *****. I told them this isn't what i authorized and wanted my money back, the Salesperson said if we gave you a bigger discount would you consider keeping this? I said no, i spoke to another woman who said the ************** is a non-Refundable state, I said i wanted to escalate this, she said she will Personally call me after they review the phone call and call me within 1 to 2 business days. I called On Friday Morning **** (within the 3 day) and was told that the call was screened, and I wasn't getting a Refund. I told them that the ************** has a 3 day right to cancel on Telemarketing contracts and they didn't care and said it's nonrefundable. I also sent an email Friday morning stating everything that was sent above to a customer service email. This isn't a case of Buyers remorse. I never signed anything, it was all on the phone, and literally 3 hours later, i called, and was told no refunds. I didn't receive anything other than a receipt until 24 hours on the dot, after i called initially. This is extremely predatory, and i wouldn't expect a business acting in good faith to operate this way. The fact that i was offered a discount on my first phone call back, shows me this is how they operate and I'm extremely disappointed in this company.

  Business Response

  Date: 12/21/2022

  Contact Name and Title: ***********************
  Contact Email: *****************************************
  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 his concerns, and we are happy to report that we have come to a mutually agreeable resolution of the Complaint with him.
  
  Sincerely,
  
  ***********************
  Manager-Paralegal
  Holiday Inn Club Vacations Incorporated
  

• Initial Complaint

  Date:12/01/2022

  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 7/15/22 I received a phone call from IHG, parent company of Holiday Inn. This agent said they had an offer for IHG rewards members to take a survey and receive a vacation package offer. I completed the survey. The agent said they have a resort on ***********, ** and for $249 I could stay for 4 days 3 nights. That I would just need to listen to a 1 hr presentation and would get $250 back in cash after the presentation. I agreed and paid the $249. My conf number is HAM0001282248. I received an email confirmation on 7/16/22 that confirmed *********** with pictures of the ************** resort. It also said if I was looking for a destination other than *********** that I can choose one of their other destinations from across the country. I submitted a booking request on 10/17/22 for this ************** resort for May *****. I received a call back from ***************************, travel advisor for Holiday Inn Club Vacations. He told me that I would have to pay a several hundred dollar upcharge plus daily resort fee in order to stay at the ************** resort. He told me that my only option without additional fees was for a Best Western. When I explained to him what was sold to me, he said that my call was recorded and that I can contact Guest Relations to have them listen to my call and then honor what was told to me. I contacted Guest Relations on 10/17/22, received a confirmation of receipt and that a response would be provided in **** days. I waited for two weeks and did not receive a response. I reached back out on 11/1/22 and still did not receive a response. I decided to *********** a different resort/location and called the booking line today, 12/1/22. The agent I spoke with said the other resorts (besides *********** or Orlando) were not allowed to be booked by me (despite emails advertising otherwise). The agent said I could change my dates to May ***** to avoid peak upcharges. She said I would still need to pay an additional $540.42 plus daily resort fee of $49.99.

  Business Response

  Date: 12/21/2022

  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 the concerns stated in the Complaint, and we are happy to report that we have come to a mutually agreeable resolution of the Complaint with **********************
  
  Sincerely,
  
  ***********************
  Manager-Paralegal
  Holiday Inn Club Vacations Incorporated
  *****************************************