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

  
• 

  Sunset Cove Condominium Association of Marco Island, Inc.

  571 W Elkcam Cir Marco Island, FL 34145-2787

  
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  Holiday Inn Club Vacations

  17001 Front Beach Rd Panama City Beach, FL 32413-2341

  
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  Holiday Inn Club Vacations Incorporated

  121 Emerald Loop Davenport, FL 33897-7752

  
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  Holiday Inn Club Vacations at Orange Lake Resort

  8505 W Irlo Bronson Memorial Hwy Kissimmee, FL 34747-8217

  

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:10/31/2022

  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 October 31st 2022, I received a phone call to do a quick survey which I agreed and answered. Then I was transferred to someone else who offered a special promotion where I could get 4days stay for $199 within 12months. I was informed to take a tour of the facility during the stay and was asked to answer a few qualification questions. I agreed the deal as it seemed fine but I actually didn't understand well that the tour was a timeshare sales presentation which I've never been familiar with. I must have missed what was explained about the timeshare sales during the phone call. After learning how timeshares work I have concluded I would never consider timeshare programs nor participating presentation tours. I feel there was a lack of information about timeshares before making a decision so I request $199 refund for a resolution.

  Customer Answer

  Date: 12/16/2022

  From: <*******************>
  Date: Fri, Dec 16, 2022 at 8:30 AM
  Subject: Fw: BBB Complaint Case# ******** (Ref#***-202789-********-10-321)
  To: Better Business Bureau <***************************************>
  
  
  Hello,
  
  Regarding subject case, the company has responded and made a full refund I wanted. I am satisfied with the result and this case can be closed. Thank you for your support.
  
  ******************

• Initial Complaint

  Date:10/30/2022

  Type:Service or Repair 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 purchased 2 one- bedroom timeshares at Desert Club Las Vegas, one on 9/12/07 and the other on 3/9/08. Various ownership groups took over the contracts, the last being Holiday Inn Club Vacations (HICV). Over a year ago, my wife and I decided to return our 2 timeshares to HICV. After looking at how little the timeshares were being sold for on eBay we decided to just call HICV and return them directly to HICV. The agent I spoke to at HICV said that they could be returned to HICV where we would relinquish ownership and future maintenance fees. The agent worked with both of our 2 timeshares simultaneously and had us work with RCI to relinquish the points that went with the timeshares. When we were through doing everything asked, he said that the process was complete, the timeshares were given back successfully and since my maintenance fees were all up to date, no future fees would be assessed. Probably another 6 months went by and I received a call from HICV reminding me to pay overdue fees. I told the agent I no longer owned the timeshares and that they were returned to HICV. The agent thanked me and said that they would try to find out what went wrong and correct the situation. However over the past 6 months I've been receiving maintenance bills with finance and collection fees and at least monthly phone calls from HICV asking why I haven't paid fees for a timeshare I don't own. One HICV agent said a form was missing to complete cancelling timeshare contract************* I told them if there was a form that needed to be signed, to just send it to me. To this date no form has been sent and HICV keeps sending bills. At this point, I feel that HICV is just harassing me. In good faith, I worked with HICV agents to return both timeshares that my wife and I owned. If in fact HICV agents messed up on the transfer of ownership, it should be on them to fix the problem. Since apparently all my calls with HICV were recorded, they simply need to listen to the recordings.
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 13, 2022/12/01) */
  Dear Mrs.*********
  Thank you for contacting Holiday Inn Club Vacations Incorporated (the "Company") in
  connection with the complaint led with your ofce by Mr. ****** ("Owner"). We appreciate the
  opportunity to respond to the concerns set forth therein.
  Please be advised that the Company acquired Summer Bay Resort, now known as the Las Vegas
  Desert Club Resort, located in Las Vegas, Nevada (the "Resort"), from the then-existing developer
  Desert Club, LLC in August 2011. Our records show that Owner currently owns two (2) annual
  float-week timeshare interests at the Resort that were ptuchased from the prior developer in
  September 2005 and January 2009. However, the September 2005 timeshare interest was canceled
  via a Warranty Deed on November 30, 2021, as shown by Owner's attachment to the Better
  Business Bureau Complaint. At this time the January 2009 timeshare interest (the "Active
  Ownership") is the only timeshare interest Owner has with the Company.
  Owner expresses dissatisfaction with the delay in the cancelation of the Active Ownership. Please
  be advised that that prior to our receipt of the complaint, Owner was presented with the option to
  relinquish his Active Ownership via the Company's Horizons Program wherein he would receive
  a Warranty Deed for his review and execution after his account met the qualications to begin said
  process. Our records reect that Owner worked with our Horizons Program Department to meet
  the necessary qualications and formally began the surrender process through the Horizons
  Program in September 2021. Our records show that Owner was sent the surrender documentation
  for the Active Ownership in September 2021 and later returned the same in October 2021.
  However, the surrender documentation for the Active Ownership could not be recorded in public
  records because additional supporting documentation (i.e., a Certicate of Trust) was missing from
  Owner. Please note that satisfying our customers' needs and providing effective and timely
  assistance in connection with account inquiries is important to our company and we apologize to
  the extent that Owner has experienced any frustration in this regard. We acknowledge that there
  
  
  Consumer Response /* (2000, 15, 2022/12/01) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Though the response above was cut-off mid sentence, the Adobe attachment included the entire response, which meets my satisfaction. I thank Holiday Inn Club
  Vacations and BBB for getting this situation resolved.

• Initial Complaint

  Date:10/27/2022

  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 contacted for a buy back program to buy my time share with Holiday Inn Club, for the timeshare I owned in Lake Tahoe, The Ridge. They sent me a contract, and the letter said they would pay me $1050.00 for this buy back. I had the contract notarized, and mailed back to them on 2/5/2021. I have called numerous times to find out where my money is, and is the time share been recorded in their name. I get numerous different answers from, your next in line to be recorded with a deed, or the fires in Lake Tahoe has made it not workable, or Covid won't allow us to record the deed, there is no phone number to talk to someone about this, only the deeds dept, which has no answers, and they say to email them, I've tried that many times, no response, the deeds dept said they would expedite, with an email and send this to their manager, call back in the next two weeks. I've heard this same story for the past 16 months. No response. I get emails, phone calls, statements to pay this year and the upcoming year dues, which I was told once the contract was signed I could not use the timeshare anymore. They now want $2800 for dues, for something I cannot use. They made the contract, I signed it, notarized it, mailed it back, they confirm they have the signed contract from me, but cannot give me any answer to why this is not a done deal. I want my money, the deed recorded in their name, have the harassing emails, phone calls, letters for dues to stop.
  My account number is ********. The only phone number I have to the deeds dept is ************. My cell is ************. Address *********************************

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 12, 2022/11/18) */
  Thank you for contacting Holiday Inn Club Vacations Incorporated (the "Company") in connection with the complaint filed with Mr. ********* ("Owner"). We appreciate the opportunity to respond to the concerns set forth therein.
  
  Our records show that Owner entered into one (1) purchase transaction with Resort Realty, LLC, for one (1) timeshare interest located at the Ridge Tahoe Resort in Stateline, Nevada (the "Ownership"). In November 2019, the Company acquired the Ridge Tahoe Resort from Resort Realty, LLC. As such, the Company agreed to ***** the sale agreement in connection with the purchase of the Ownership to purchase the interest from Owner for $1,050.00 ("Sale Agreement").
  
  Owner is requesting assistance regarding the completion of the Sale Agreement. In connection with the Sale Agreement, our records confirm that Owner was mailed a packet containing documents for his execution in order to surrender the Ownership back to the Company. We confirm that Owner returned the documents in February 2021. Please note, however, that the Company does not process the documents directly. Instead, because the Sale Agreement was completed between Owner and the prior developer, the prior developer's escrow agent ("Escrow Agent") must review the documentation. As such, upon receipt of Owner's documents, the same were sent to the Escrow Agent to verify that the documentation provided by Owner was acceptable to record in real property records. It was subsequently determined by the Escrow Agent that the documents could not be recorded in public record because Owner's ex-wife was still on the title to the Ownership and her signature was missing from the documentation. Owner was later notified of the same by the Company in April 2022.
  
  Notwithstanding the foregoing, please note that satisfying our customer's needs and providing effective and timely assistance in connection with account inquiries is important to our company and we apologize to the extent that Owner has experienced any frustration in this regard. We acknowledge that after Owner was advised that his ex-wife was required to sign the documentation, there were some delays with Owner receiving the additional information he required from the Company. We are conducting an internal investigation at this time regarding the same. In the meantime, the Company is diligently working on generating new documents to send to Owner for his and his ex-wife's review and execution. Once generated, the Company's Legal Department will be mailing the same to Owner's attention to the address listed within the "Consumer Info" portion of the complaint. We anticipate that Owner shall receive the documentation within fourteen (14) business days (given the upcoming federal holiday). For Owner's convenience, we will be sending the documents with a pre-paid FedEx tracking slip in order for the documentation to be returned directly to the Legal Department so that we can attempt to expedite Owner's documentation as much as possible with the Escrow Agent. The Escrow Agent will review Owner's documentation for recording in real property records. Once recordation and closing have been completed, the above-mentioned amount will be mailed to Owner in the form of a check by the Escrow Agent and the Company will cancel the accounts associated with the Ownership within our internal systems. To the extent any additional information is required from Owner, the Company's Legal Department will work directly with him through the completion of the surrender process.
  
  We again sincerely apologize to Owner regarding the delay and the inconveniences that he may have experienced. We assure Owner that he will not be required to remit any further payments to surrender the Ownership. Pursuant to Owner's request, we have updated his account to stop all communications and collection efforts. Owner may disregard any invoices he has previously received. We appreciate Owner's continued patience during this process and a member of our Legal Department will be in touch with him once additional information becomes available. In the interim, if Owner has any questions in this regard, he may contact the undersigned directly at [email protected].
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  Katherine ********
  Paralegal, Legal Services

• Initial Complaint

  Date:10/27/2022

  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.

  We have reached out to Holiday Inn time after time and are not receiving any help with our concerns so we, unfortunately, made the decision to just reach out to the BBB and hope that may be able to help. What we had to find out since buying into it is that owning a property with Holiday Inn is not the investment we were made to believe it would be. There is no appreciation or a good resell value of the property at all. Of course, the sales agents did not present this information this way in the presentation. Owning this property has caused so much stress, frustration, sleepless nights, and honestly just a dead end. Every time we go to the resort to check in the process takes at least an hour even though the resort was aware ahead of time that we were staying. There's so much that's happened since owning this property and we're just drained and tired of wasting our money here. We want a full refund and we would love for them to just end what we have here. It's time for us to move on with our lives. Holiday Inn has called us nonstop to the point where it's harassment. If Holiday Inn isn't calling us to give us a refund and end our timeshare, we are demanding that they stop calling like our jobs etc as they do. We hope that's understandable.
  

  Business Response

  Date: 12/23/2022

  Business Response /* (1000, 8, 2022/11/18) */
  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 purchase transaction with the Company on August 8, 2020, at which time he purchased an annual standard beneficial interest in the Orange Lake Land Trust (the "Initial Ownership"). The Initial Ownership entitled Owner to 150,000 points every year in the Company's points-based exchange program, the Holiday Inn Club ("Club"). Thereafter, on October 10, 2020, Owner elected to trade-in the Initial Ownership and applied the accrued equity therein towards the purchase of an annual interest in the Orange Lake Land Trust (the "Upgrade Ownership"). The Upgrade Ownership entitles Owner to 300,000 Club points per year.
  
  Investment. Owner claims that our product was presented as an investment. Please be advised that the Company does not promote its timeshares as income generators and/or financial investments for profit. Timeshares are use-based products, the value of which is derived from the use thereof, and Owner was advised of the same at the time of each purchase. Owner executed the Owner Clarification Form at the time of each purchase and initialed the provision that provided the timeshare interest is "being purchased for personal use and enjoyment and that you are not purchasing with an expectation of receiving any tax benefit or income from rental or profit from the resale of your Timeshare Interest and (ii) the market for resale of timeshare interests is poorly established."
  
  Resort Check-In. Owner expresses displeasure with the length of time it takes to check-in to the Company's resorts. Check-in times vary and while we do our very best to check-in owners and guests in a timely fashion, sometimes check-in at the resorts may take a little longer than anticipated. To the extent that Owner's check-in experience did not meet his expectations, we sincerely apologize.
  
  Collections. It is true that we have attempted to contact Owner on several occasions regarding the delinquency under his account and to provide him with options that may assist him with bringing his account current. However, Owner has not been responsive to our attempts to assist him in this manner. Notwithstanding the same, and pursuant to Owner's request, the Company placed the telephone number on the account on our internal do not call list and as such, he will not receive solicitations from the Company at that number. However, such action does not preclude the Company from contacting Owner for collection purposes.
  
  Cancelation / Refund. Owner claims to have previously contacted the Company regarding the concerns presented with the Better Business Bureau ("BBB") complaint, but that he was not received any assistance in that regard. Please be advised we have no record of Owner previously contacting the Company regarding the concerns presented in the BBB complaint, nor any prior record of Owner requesting cancelation. Notwithstanding the same, Owner requests to be relieved of his obligations attendant to the Upgrade Ownership and a refund of monies paid. Please be advised the Owner is outside of the rescission period. In addition, we have confirmed that the documentation provided to Owner at the time of purchase is in order and that he received all requisite disclosures applicable to his purchase. Because we are unable to identify any evidence of wrongdoing on the Company's part and because he has outstanding mortgage obligations, we have determined that Owner is not entitled to account cancelation and/or refund at this time and we respectfully decline his request for the same.
  
  Owner's maintenance and Club obligations are delinquent. As such, we encourage Owner to contact our Capital Management Department at ************** to speak with an agent to ascertain what payment arrangement options are available to Owner at this time. It should be noted that because of the delinquencies thereunder, Owner's account may be subject to use restriction until such time he cures his delinquencies.
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  Katherine M*******
  Paralegal, Legal Services

• Initial Complaint

  Date:10/26/2022

  Type:Service or Repair 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.

  Holiday Inn Club Vacations agreed to buy back my one-week timeshare at Ridge Tahoe (Nevada), as confirmed in a letter to me dated April 1, 2020 ("We have begun the process and will complete the purchase of your timeshare over the next 12 months"). But as of this date, Oct. 26, 2022 -- 30 months later -- the sale still has not be completed. Meanwhile, I continue to billed by the company for maintenance and property taxes, an amount which now has grown to $4,229.40. I have called the service resolution department four times, written letters to the company president and CEO and emailed the customer service department on multiple occasions. Still, no resolution, just harassing phone calls from the bill collection department for fees due. Please help.
  

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 15, 2022/12/02) */
  Thank you for contacting Holiday Inn Club Vacations Incorporated (the "Company") in connection with the complaint filed with Mr. ******** ("Owner"). We appreciate the opportunity to respond to the concerns set forth therein.
  
  Our records show that Owner entered into one (1) purchase transaction with ******************* for one (1) timeshare interest located at the *********** Resort in Stateline, Nevada (the "Ownership"). In November 2019, the Company acquired the *********** Resort from******************** As such, the Company agreed to honor the sale agreement in connection with the purchase of the Ownership to purchase the interest from Owner ("Sale Agreement").
  
  Owner is requesting assistance regarding the completion of the Sale Agreement. In connection with the Sale Agreement, our records confirm that Owner was mailed a packet containing documents for his execution in order to surrender the Ownership back to the Company. We confirm that Owner returned the documents around January 2021. Please note, however, that the Company does not review the documents directly. Instead, because the Sale Agreement was completed between Owner and the prior developer, the prior developer's escrow agent ("Escrow Agent") must review the documentation. As such, upon receipt of Owner's documents, the same were sent to the Escrow Agent to verify that the documentation provided by Owner was acceptable to record in real property records. It was subsequently determined by the Escrow Agent that the documents could not be recorded in public record as they contained errors and/or supporting documentation was missing from Owner.
  
  Notwithstanding the foregoing, please note that satisfying our customer's needs and providing effective and timely assistance in connection with account inquiries is important to our company and we apologize to the extent that Owner has experienced any frustration in this regard. We acknowledge that there were some delays with Owner receiving the additional information he required from the Escrow Agent and the Company. We are conducting an internal investigation at this time regarding the same. In the meantime, the Company is diligently working on generating new documents to send to Owner for his review and execution. Once generated, the Company's Legal Department will be mailing the same to Owner's attention to the address listed within the "Consumer Info" portion of the complaint. We anticipate that Owner shall receive the documentation within fourteen (14) business days. For Owner's convenience, we will be sending the documents with a pre-paid FedEx tracking slip in order for the documentation to be returned directly to the Legal Department so that we can attempt to expedite Owner's documentation as much as possible with the Escrow Agent. The Escrow Agent will review Owner's documentation for recording in real property records. Once recordation and closing have been completed, the Company will cancel the accounts associated with the Ownership within our internal systems. To the extent any additional information is required from Owner, the Company's Legal Department will work directly with Owner through the completion of the surrender process.
  
  We again sincerely apologize to Owner regarding the delay and the inconveniences that he may have experienced. We assure Owner that he will not be required to remit any further payments to surrender the Ownership. Pursuant to Owner's request, we have updated his account to stop all communications and collection efforts. Owner may disregard any invoices he has previously received. We appreciate Owner's continued patience during this process and a member of our Legal Department will be in touch with him once additional information becomes available. In the interim, if Owner has any questions in this regard, he may contact the undersigned directly at [email protected].
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  Katherine M*******
  Paralegal, Legal Services
  
  
  Consumer Response /* (2000, 17, 2022/12/06) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I am pleased that Holiday Inn Club Vacations will resolve this issue but a little perplexed as to why I was not alerted to any document problems by the company's departments of Member Services, Service Resolution, Capital Management or Document Services, all of whom I have contacted on separate occasions during the last two years. I look forward completing the deed transfer.

• Initial Complaint

  Date:10/23/2022

  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.

  I am presently locked in with this time share company. When we bought it, it was in the name of my then husband and myself. We are now divorced and financially things have changed for me and I am no longer in a position to keep paying on a bill that increases every year and to pay for something that I no longer use. Part of the reason I do not use it is because the company and their partners, Holiday Inn Vacations have so many rules that they make it impossible to use. Also, if you ask the same question 5 different times to 5 different people you will get 5 different answers.
  Anyway, I would like to now get out of this committment. They told me that it would cost $500 which I was willing to pay but they then said that my ex-husband would have to sign a form. That is not what they told me when the divorce was finalized. They said to send in a copy of the divorce decree, which I did and in the divorce decree my ex-husband did actually sign this over solely to me. This was told to me by an employee of theirs named Barbara, although I myself doubt the significance of this at this time.
  They are telling me that I cannot get out of this without his signature on this "form". Quite honestly, I do not know where my ex is any longer so I have no way of contacting him. Secondly, I do not understand how a document from court of law is superceded by a company form. I did as they said and now they want to change the rules. This is extremely unethical. They are not willing to understand that I can no longer find him, that I am willing to pay their fee and that I submitted the document that they requested. They then threaten me with attacking my credit rating if I do not continue to submit payment. I feel like I am being held hostage and do hope there is some way you can assist me. I have exhausted all possibilities and they are far from willing to be reasonable
  

  Business Response

  Date: 12/02/2022

  Business Response /* (1000, 8, 2022/11/16) */
  Thank you for contacting the 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.
  
  Please be advised that the Company acquired *********** Resort located in ************, South Carolina (the "Resort"), from the then-existing developer *********** Resort ************, LLC in February 2009. Our records show that Ms. ****** currently owns one (1) annual timeshare interest located at the Resort (the "Ownership") that was purchased from a prior developer on August 24, 2002. After the Company's acquisition of the Resort, Ms. ****** was enrolled into the Company's points-based exchange program, the Holiday Inn Club ("Club"), which therefore entitles Ms. ****** to 150,000 Club points per annum.
  
  Ms. ****** claims that the Ownership is difficult to use. Through the Club, Ms. ****** may utilize her Club points to secure reservations at (i) any of Company's twenty-eight (28) resort locations, (ii) resort accommodations through RCI's external exchange program, (iii) hotel accommodations at thousands of IHG-branded hotels worldwide through IHG's One Rewards Program, and (iv) for airfare, car rental, cruises and more through Company's Club Partners program. While Ms. ****** has presented concerns regarding the difficulty utilizing the Ownership, our records show that Ms. ****** has extensively utilized her benefits of her Ownership over the past ten (10) years of owning, including as recently as February 2022. Ms. ****** has (i) completed one (1) Club reservation, (ii) utilized approximately 238,280 Club points towards RCI, and (iii) transferred approximately 401,720 Club points towards IHG, which points-so deposited never expire. Please note that accommodations made available through RCI and/or IHG are subject to each respective Company's terms and conditions. RCI and IHG are entities that are separate and distinct from, and not controlled or operated by, the Company. As such, the Company does not determine the terms, conditions, and/or policies thereunder. Therefore, to the extent Ms. ****** has questions or concerns relating to reservations booked through RCI or IHG, we suggest that she raise her concerns with the respective company directly.
  
  Ms. ****** further claims that upon contacting the Company with questions, the answers provided to the same would vary. Ms. ******, however, fails to offer any specifics regarding the same. As such, we cannot comment on the same with greater specificity. Notwithstanding the same, the Company strives to provide our owners and customers with meaningful customer service so that their concerns are addressed accurately, timely and in a professional manner. We sincerely apologize to the extent that this was not Ms. ******'s experience. To the extent Ms. ****** requires any additional assistance with utilizing her Ownership, we encourage her to contact a Vacation Counselor by calling **************, and someone will be more than happy to assist.
  
  Ms. ****** requests to surrender the accounts associated with the Ownership on the basis of (i) affordability, (ii) difficulty of use, and (iii) her dissolution of marriage from the co-owner, Mr. ***********. Upon review of the accounts, we have found that the Company was previously notified of Ms. ******'s and Mr. *****'s divorce in 2015. Please note however, that because the Ownership is a deeded interest in public records, additional documentation is required to be executed by both Ms. ****** & Mr. ***** in order to change the public records to either (i) remove Mr. *****'s name from the title of the Ownership through the execution of a Quit Claim Deed ("QCD"), thereby releasing him of the financial obligations therein, or (ii) transfer the Ownership back the Company through the execution of a Warranty Deed ("WD"), thereby releasing both Ms. ****** and Mr. ***** from the rights and obligations to the Ownership. The divorce decree alone is not sufficient enough to remove Mr. ***** from title to the Ownership in order to allow Ms. ****** to execute a WD on her own to surrender the Ownership. Furthermore, pursuant to the divorce, our records show that Ms. ****** requested a QCD in April 2015 in order to obtain Mr. *****'s signature and remove him from title. The Company emailed the QCD to the email address on file, which matches the email listed within the "Consumer Info" portion of the complaint. We, however, have no record of receiving an executed QCD from either party, nor do we have any record of Ms. ****** following up thereafter. As such, Mr. ***** remains on the title to the Ownership.
  
  Please note that the Company's Horizons Department has spoken with Ms. ****** on numerous occasions throughout 2022 upon receiving her inquires to surrender the Ownership. On each occasion, Ms. ****** was advised of the then-current requirements to surrender the Ownership through the Company's Horizons Program, which would allow her to surrender the Ownership through the execution of a WD. Additionally, Ms. ****** has been continuously advised that her divorce decree does not allow for the Company to unilaterally remove Mr. ***** from title to the Ownership and as such, he would also be required to sign the WD in order for her to surrender the Ownership back to the Company. And while Ms. ****** expresses dissatisfaction with the requirement for Mr. ***** to sign the WD in order to surrender the Ownership, we would like to make note that it is each state/county, and not the Company, that provides the requirements in order to transfer and/or augment title of a real estate interest. As such, the Company is unable to transfer and/or augment title to the Ownership without signatures from both parties. Notwithstanding the same, to the extent Ms. ****** is able to locate and confirm Mr. *****'s current address, we will be happy to assist her with initiating surrender through the Horizons program.
  
  In the interim, Ms. ****** and Mr. ***** are still the joint owners of record. Please further be advised that the mortgage for the Ownership has been satisfied, and as such, no negative remarks have been reported to Ms. ******'s credit in connection with the maintenance account under the Ownership. However, to the extent either party fails to remit payment in connection with the Ownership, the maintenance account may ultimately foreclose.
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  Katherine M*******
  Paralegal, Legal Services

• Initial Complaint

  Date:10/21/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/5/2022 I called holiday inn to book a hotel for that night due to an unexpected trip I had to make. During the phone call I was pitched to purchase a vacation package for a location on the west coast of Florida. The amount paid was $199. (Getaway ID: *************)
  I told the sales rep I do not like the East coast of Florida but I'll purchase it if it's on the West Coast. The representative assured me that it was. I purchased it at 6:42 pm.
  I was driving on the interstate at the time of the conversation so I wasn't able to do an internet search until I was at a rest area. Upon searching the location of the "west coast" vacation it was revealed that the Cocoa Beach location is on the East Coast. I immediately (at 7:50 pm) called back to let them know I was deceived when making that purchase. I was given an email address to send my complaint. I emailed them at that moment and received an automated reply at 7:55 pm stating that I would receive a response within 7-10 days. The response I eventually received was "this purchase is non refundable" to which I replied, please listen to the recording of the sale, (I was told it was recorded) and you will find that your agent TOLD ME THE LOCATION WAS ON THE WEST COAST OF FLORIDA. I never received another response about the results of their "call review" which they told me on 8/12 would take 7-10 business days. I sent in another request on 9/10. I got the same response: "Thank you for reaching out to us, your inquiry is currently being reviewed by one of our specialist. We will be reaching out to you via phone or email once your inquiry has been reviewed. You can expect to receive a response within the next 7 to 10 business days." I have yet to receive any response regarding their "call review". My mother was in my vehicle with me when I made the original purchase and heard the agent tell me the location was on the West Coast of Florida. I would not have wasted my time or money on this, yet I continue to do so.
  

  Business Response

  Date: 12/02/2022

  Business Response /* (1000, 9, 2022/11/03) */
  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 Ms. ******* regarding her concerns, and we are happy to report that we have come to a mutually agreeable resolution of the Complaint with her.
  
  
  Sincerely,
  
  Joann A*****
  Manager-Paralegal
  Holiday Inn Club Vacations Incorporated
  
  
  Consumer Response /* (2000, 11, 2022/11/04) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:10/20/2022

  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 purchased a beach package from Holiday Inn Club Vacation. They don't allow me to select a travel date before I paid for it. However, when I paid and tried to make a reservation, Holiday Inn Club Vacation can not provide a service at a right time. They only offer stays in either Fall or Winter time. I have kept making schedules, and all I have heard were they don't have any available room in the warm season to visit a beach. In my opinion, they only care to sell their Timeshare and trap customers in. There is nothing about vacation but all about fraud business.
  

  Business Response

  Date: 12/02/2022

  Business Response /* (1000, 10, 2022/11/03) */
  Good Morning,
  
  We have received ********'s Complaint and appreciate the opportunity to respond. We also received the additional information submitted by*****, and we have also reviewed the same.
  
  Please be advised that we are unaware of any "fan" as described in the additional communications submitted by ****. To the extent that **** submitted the additional communications to the Company through the BBB in error, we recommend the additional communications be redirected to the appropriate entity for review and response.
  
  We will however take the opportunity to address ****'s concerns surrounding the marketing package **** purchased from the Company.
  
  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,
  
  Joann A*****
  Manager-Paralegal
  Holiday Inn Club Vacations Incorporated

• Initial Complaint

  Date:10/18/2022

  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.

  I have given the resort ample opportunities to resolve this without having to involve outside parties. This dispute has been going and I have yet to receive any sort of relief options or sympathy for how their company has wronged me. Because of that, I have chosen to file a complaint through the Better Business Bureau.I am fully aware of the rescission period related to my contract; fortunately, that issuance within my contract is not relative to the fact my rights were violated at the point of sale. Please be aware of each aspect of concern related to my cancellation request.Since purchasing this timeshare I have only been able to utilize it once. *I have been told in order to have more reservation power I would need to upgrade my contract. *I was led to believe that if I no longer wanted this I could sell it back to the resort. They provided a website and when I went there I was told I had to watch an ad they had to pay for and I was unsuccessful in selling it back. *I was never informed of my right to cancel or how the cancellation process worked. *I expressed many times that I was not interested and the sales representative got his manager involved to see how they could reduce the price. I felt extremely pressured to purchase throughout the entire process. *I was told that in order to get the deal being offered I had to sign that day. *I realized my consumer rights were violated when I tried to cancel or sell my timeshare.*I realized this timeshare was misrepresented when I tried to book a reservation and could not get one.*I am seeking the release of my timeshare contract due to entering it under many false pretenses. I had no idea that this would end with passing down debt to my children, I do not want to leave them with this burden. I cannot continue to pay for something that I cannot use.

  Business Response

  Date: 12/20/2022

  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.
  Please note that Silverleaf Resorts, LLC was acquired by an afliate of the Company in May 2015;
  however, Silverleaf was still conducting sales presentations while the Company was in the process
  of rebranding each Silverleaf resort as Holiday ******** Vacation locations. Our records show that
  on November ll, 2015, Owner attended **********' s timeshare presentation and at the conclusion
  of the same, Owner elected to forego purchasing a timeshare interest and instead she purchased
  Silverleaf Sampler prepaid vacation package to experience Silverleaf ownership on a trial basis
  (the "Sampler Package"). The Sampler Package entitled Owner to one (1) 6-day/5-night stay at the
  select destinations set forth in the Agreement executed by Owner at the time of purchase. In
  addition, the terms of the Sampler Package included the requirement that Owner attend a timeshare
  sales presentation during the course of the reservation secured under the Sampler Package. Our
  records reect that Owner redeemed the Sampler Package for a May 2016 stay at the Company's
  Hill Country Resort located in ***********, ***** and attended our timeshare sales presentation
  as required. At the conclusion of the sales presentation, Owner elected to trade-in the Sampler
  Package and applied the accrued equity therein towards the purchase of a biennial timeshare
  interest in at the Hill Country Resort (the "Ownership"), entitling Owner to ****** points every
  even year in the Company's points-based exchange program, the Holiday ******** ********* Club
  points may be utilized to secure reservations at (i) any of Company's twenty-eight (28) resort
  locations, (ii) resort accommodations through RCI's extemal exchange program, (m) hotel
  accommodations at thousands of IHG-branded hotels worldwide through IHG's One Rewards
  Program, and (iv) for airfare, car rental, cruises and more through ************** Partners
  program.
  
  
  
  
  See Attachment/File: Business Response.pdf

  Business Response

  Date: 12/21/2022

  ***Info Only***
  See Attachment/File: HughesBBB INFO ONLY 12-20-22.pdf

• Initial Complaint

  Date:10/18/2022

  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.

  The experience that we were sold on with Holiday Inn's timeshare business is just not the experience we were and still are realistically dealing with. We have only visted one resort and when we got there, it is just far from what we expected. We were placed in the oldest unit because they give the new units to the people who pay for their vacations or to those who pay more money. This has not been the best thing for us when taking vacations. We end up still paying out more money because the points would not fully cover the costs of our stay. It seems like we would've been better off just using other resources to book our vacations. It definitely would have been a cheaper option for us. Because of the constant headache and the burden with this timeshare, we really want to get out of our contract. The benefit we thought it would be is not what we got. We no longer want to have to deal with this and are asking for them to return our money back for everything we have paid out.

  Business Response

  Date: 12/20/2022

  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.
  
  Owner entered into her first transaction with the Company on March 19, 2016, at which time she elected to purchase an annual timeshare interest at the Orange Lake Resort located in *********, ******* (the "Initial Ownership"). The Initial Ownership entitled Owner to ******* points per annum in the ********* points-based exchange program the Holiday ******** ********* Thereafter, on March 22, 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 *************** (the "Upgrade Ownership"). The Upgrade Ownership entitles Owner to ******* Club points per annum. Club points may be utilized to secure reservations at (i) any of ********* twenty-eight (28) resort locations, (ii) resort accommodations through RCI's external exchange program, (iii) hotel accommodations at thousands of ***-branded hotels worldwide through ***'s One Rewards Program, and (iv) for airfare, car rental, **************** through *********************** program.
  
  Accommodations / Usage. Owner expresses concern regarding the quality of the unit she received while vacationing at the ********* resort. Upon review of our records, we find that Owner has not previously utilized her Club points to book vacations at the ********* resort locations. Instead, we find that Owner traveled to our Orange Lake Resort in **************************************** a ********* marketing promotion by purchasing a mini vacation, wherein she would receive a deeply discounted vacation for a purchase price of $299 (the "Vacation Package") and would later receive incentives after her attendance of a Company timeshare presentation. Please note that the assignment of rooms for marketing promotions is based upon a number of factors, including without limitation, (i) unit type/size associated with the Vacation Package, and (ii) availability. We have no record of Owner reporting concerns related to her accommodations at the time of her stay. Notwithstanding the same, we apologize to Owner to the extent she was dissatisfied with the accommodations she was provided. Please note that it is our top priority to assure that our resorts and units are in quality condition for our guests and owners, and we regret that this was not Owner's experience, which we believe to be an aberration and not indicative for how each resort is maintained on a regular basis. It should be noted that the Company has set renovation schedules and cycles for the updating of units and the common areas of its resorts. If Owner preferred to be accommodated in a unit that had been recently renovated, she was welcome to request the same at the time she booked her reservation. Please note however that such requests are not guaranteed. In addition, to the extent Owner would like to be accommodated in more luxurious accommodations, she is welcome to use her Club points to book reservations in the ********* Signature Collection line, which points requirement for each resort is broken down in the Member Guide that she received at the time of purchase.
  
  Owner further claims that she had to pay additional fees because she had an insufficient number of Club points to book her desired reservation. We show that Owner previously transferred ******* Club points to the *** One Rewards Program ("***") in 2018. It is the case ********* points can be utilized to secure reservations through ***, and that there is a fee associated with such exchanges. It should be noted that the number of Club points required to book reservations through *** is set by the *** directly and fluctuates based on the hotel brand, season, occupancy rates, day of the week, length of stay, size of accommodations and a host of other matters wholly outside of ********* control. Owner signed and acknowledged her understanding of the same through the execution of the Owner Clarification Form at the time of each sale. The Owner Clarification Form clearly discloses that "there are additional exchange fees associated with use of each alternative exchange program as determined by each external exchange company." Additionally, Owner executed the Sales Pre-Confirmation Checklist at the time of each purchase, which clearly discloses the affiliate exchange fees range. Notwithstanding the same, if Owner does not want to pay the *** fees, Owner is under no obligation utilize her Club points through *** and instead, may elect to utilize her Club points in one of the other manners stated above.
  
  Cheaper Alternatives. Owner further alleges that she can go on a family vacation for less money than what she pays in connection with the Upgrade Ownership. Please note that Owner was not advised that the Upgrade Ownership constitutes the cheapest vacation option available to Owner on the market. If Owner did not believe that the purchase of the Upgrade Ownership constituted a good purchase at the right price, she was under no obligation to consummate the purchase and was welcome to leave the sales center at any time without making a purchase. Notwithstanding the foregoing, Club points can be used as stated above which affords owners the option of utilizing Club points in lieu of money to secure reservations. And unlike money, more Club points are automatically deposited into Owner's account each year on January 1.
  
  Cancelation / Refund. Owner requests to be relieved from the contractual obligations attendant to the Upgrade Ownership and a refund for the amounts paid to date. Upon review of Owner's file, we have confirmed that the documentation executed by Owner in connection with her purchase is in order. Owner received all requisite disclosures applicable to her purchase, which clearly identifies the terms and conditions of her purchase, including without limitation, the financial obligations and her rescission rights thereto. Because Owner did not exercise her rescission rights, her contract constitutes a binding obligation. In addition, because Owner has outstanding mortgage obligations owed to the Company, we have determined that Owner is not entitled to, or otherwise eligible for, contract cancelation and/or refund at this time and we respectfully decline her request for the same.
  
  We value Owner's continued relationship with the Company, and we look forward to serving her vacation needs in the future.
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  ***************************
  Paralegal, Legal Services
  

  Customer Answer

  Date: 12/23/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  It is not a surprise that Holiday Inn has come back with such a generic response to our complaint. It seems to be there go-to and explain away what we actually went through and continue to go through with them. The history of what we purchased is unnecessary in this case. We stated what was told to us at the beginning of how this timeshare would work and all the benefits we would enjoy are turning out to be false. We had no question and about what we purchased. We have questions as to why you sell a property and not allow your owners to use the newer or updated units we're paying so much money for. Why would you give some of your owners nice properties and leave the others in run-down facilities - very clearly not being maintained by all of the maintenance fees required. We just want some accountability here from you side, Holiday Inn. You know what you are doing to your owners is wrong and we feel it fair to provide our money back and to cut ties. All other conversation is null.