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

  
• 

  Holiday Inn Club Vacations

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

  
• 

  Holiday Inn Club Vacations Incorporated

  121 Emerald Loop Davenport, FL 33897-7752

  
• 

  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:10/17/2022

  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.

  On Tuesday, October 11th, 2022, I purchased a promotion through Holiday Inn Club Vacations. I paid $249 for the promotion and was given confirmation/gateway ***************
  
  On October 17th, 2022, I received an email wanting to confirm my Driver's License and/or physical address. I called to do so and after being shuffled around for some time on the phone between reservations, marketing and sales, I was informed they were cancelling my reservation because I reside in Hawai'i and offered not other options for my stay.
  
  This is really disappointing because we just finished showing our kids where we were staying and we're excited to take the trip. As a timeshare holder with RCI, I found this to be a bit odd that Hawai'i/Alaska residents are excluded.
  
  I understand that this is their policy. However, they shouldn't have let us make the purchase since we were honest in disclosing our location at the time of purchase. Further waiting nearly a week to email us that the reservation was cancelled after we shared this trip with friends and family (especially our kids) was very disheartening.
  
  There should be fail points in place at the onset of these types of purchases if this company does not want to draw business from people living in Hawai'i.
  

  Business Response

  Date: 11/29/2022

  Consumer Response /* (2000, 10, 2022/11/14) */
  This matter has been resolved, can the case please be closed. Mahalo

• Initial Complaint

  Date:10/17/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are reaching out to you in hopes of getting some help with the release of our contract with Holiday Inn Club Vacation. We are distraught with how we have been handled. We were promised our week stay in Gatlinburg, TN, would be free if we attended the timeshare meeting. We participated in the discussion and still held responsible for the payment of our stay, 500.00 USD a night. The salesman never informed us of the increasing maintenance fees due at the end of every year. Having this timeshare has taken a toll on us mentally. We are experiencing financial hardship with trying to maintain the mortgage payments and everyday life. We are asking to have our contract canceled and a full refund.
  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 12, 2022/11/09) */
  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.
  
  Owner entered into his transaction with the Company on April 1, 2019, at which time he purchased a Latitudes pre-paid vacation package (the "Latitudes Package") through the Company's Marketing Department, which would enable him to experience timeshare ownership on a trial basis. The Latitudes Package entitled Owner to one (1) eight-day, seven-night stay at any of the Company's resort locations set forth in the Latitudes Package 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 record reflect that Owner redeemed the Latitudes Package for a June 2021 reservation at the Company's Smoky Mountain Resort located in Gatlinburg, Tennessee and attended our timeshare sales presentation as required. At the conclusion of the timeshare sales presentation, Owner elected to purchase an annual standard beneficial interest in the Orange Lake Land Trust (the "Ownership"). The Ownership entitles Owner to 75,000 points per year in the Company's points-based exchange program, the Holiday Inn Club.
  
  Nightly Charge. Owner claims he was charged $500 per night when he redeemed his Latitudes Package in June 2021. Upon review of Owner's reservation, we find that Owner abided by the terms of the Latitudes Package Agreement by attending the timeshare sales presentation, and we were unable to find any record of the charges Owner claims to have been placed on his account for $500 per night. If Owner would like to provide proof in support to his claims of the nightly room charges, we ask that he provide it to the Company's Legal Department at [email protected] and we will be happy to review the same.
  
  Maintenance Fees. Owner claims that the fact that the maintenance assessments are subject to increase was not disclosed to him at the time of purchase and/or that maintenance fees are due on an annual basis. We dispute these claims. The purchase documentation fully discloses the maintenance obligations attendant to the Ownership as well as the fact that the fees are due on January 1 of each year and subject to increase. The maintenance assessments are based on the annual budget adopted by the Association, 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 Association's control such as increases in the costs of labor, materials, insurance rates, etc. We will continue to work with the Association to keep these costs as low as possible in the future.
  
  Cancelation / Refund. Owner requests contract cancelation and refund of the Ownership. 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 his agreement after full disclosure of all applicable terms and conditions related to his purchase, including without limitation, his financial obligations and right to rescind, which he failed to exercise. Furthermore, Owner has outstanding mortgage obligations owed to the Company. As such, we have determined that Owner is not entitled to account cancelation and/or refund and we respectfully decline his request for the same.
  
  We do understand that financial hardships arise. As such, we encourage Owner to contact our Capital Management Department at (800) 298-3706 to speak with an agent to ascertain what payment arrangement options are available to Owner at this time. Should Owner allow his account to remain delinquent, it will be reported to the credit bureau, which may negatively impact Owner's credit, and may ultimately lead to foreclosure.
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  Katherine ********
  Paralegal, Legal Services

• Initial Complaint

  Date:10/14/2022

  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.

  In January 2022 I reached out to Horizons by Holiday Inn Club Vacations to inquire about the ability to end my ownership, I was presented with several options. I decided on the surrender of warranty deed option and paid the $500 fee as requested to begin the process along with my remaining monthly fees to total $642.84. I was given a timeframe of what it would take to process, once that time lapsed I was sent out the deed to sign and notarize which I completed immediately and returned and was told it would be another 8-10 weeks for processing. I waited that timeframe and re-contacted as I had not heard anything. I was advised the documents were received and sent to Document Services and will be forwarded to the county for recording and would be an additional 6-8 weeks. It has now been 15 weeks since it supposedly went to the county for recording and being told now that the legal description was incorrect and they are now needing to re-send it, and could take up to another 12 weeks. How convenient that this now could potentially take me into 2023 and would require additional fees to be paid for a process that will take over a year to complete! Every time I call I'm given an extended timeframe that was originally given and this process has now taken 10 months and still not concluded. I feel like they purposely delay the process in order to then make me financially responsible for next years monthly fees, I'm fed up with the process, especially since I have completed all portions that I needed to do in a very timely manner and keep getting the run-around on different timeframes. I have been given the run-around every time I call, using Covid as an excuse, that they have been so busy, and now an error on their part on the legal description of property. I'm reaching out to you for help. Please investigate their business practices before other people have this same issue.

  Business Response

  Date: 01/10/2023

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the "Company") in connection with the complaint filed with your office by Mrs. *********. We appreciate the opportunity to respond to the concerns set forth therein.
  
  
  
  Our records show that Mrs. ********* entered into one (1) purchase transaction with Silverleaf Resorts, LLC ("Silverleaf"), for the purchase of an annual fixed-week timeshare interest at the Holiday Hills Resort located in Branson, Missouri (the "Ownership"). Silverleaf was later acquired by an affiliate of the Company in May 2015. Please note that Mrs. ********* has not purchased any timeshare interests directly from the Company.
  
  
  
  Please be advised that prior to our receipt of the complaint, Mrs. ********* contacted the Company's Horizons Department in January 2022 inquiring about how to surrender her Ownership through the Company's Horizons Program. The Company's Horizons Program is a program that affords owners who no longer wish to retain their timeshare interest(s) the opportunity to relinquish their ownership(s) by deeding the same back to the Company via a Warranty Deed, subject to the program's qualification requirements and fees. Our records show that while Mrs. ********* inquired about the program in January 2022, she did not meet the qualification requirements (i.e., remit the applicable fees to formally initiate the surrender process until March 2022.) Upon receipt of the remitted fee, the Company mailed Mrs. ********* the Warranty Deed for her review and execution in April 2022. Upon receipt and review of the executed documentation from Mrs. *********, the Company found that the Warranty Deed could not be recorded in public record due to an error contained within the legal description of the document. While we recognize that there was an error on the Warranty Deed, we dispute Mrs. *********'s assertion that the Company would intentionally delay the transfer process of the Ownership. 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 sincerely apologize to Mrs. ********* for the delay and any inconvenience she may have experienced in this regard.
  
  
  
  Notwithstanding the foregoing, please be advised that the Company has since rectified the error and the Warranty Deed was successfully recorded in the applicable county on November 22, 2022. Accordingly, the Ownership was canceled within the Company's systems effective November 23, 2022, and our records confirm that Mrs. ********* did not remit any additional fees after she initiated her surrender through the Horizons Program. Based on the foregoing, Mrs. ********* no longer has any rights and/or obligations attendant to the Ownership and she no longer has any active timeshare interests with the Company. We therefore consider this matter to be closed.
  
  
  
  Sincerely,
  
  HOLIDAY INN CLUB VACATIONS
  
  INCORPORATED
  
  
  
  Katherine M*******
  
  Paralegal, Legal Services
  

  Customer Answer

  Date: 01/12/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  
  I accept due to the company advising I am no longer responsible for any additional fees and that the ownership has been cancelled, even though I have never received any written communication from them directly to advise of that.

• Initial Complaint

  Date:10/13/2022

  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 am writing today to express my concerns with Holiday Inn and the timeshares I have. For a while now, I have been contacting the company since 2019 asking for a way out. Each time I send an email or letter, I never get a response. When I call, it's always the same answer: Sell the timeshare to someone else or pay it off and then they will discuss canceling my membership. One person told me to stop making payments and it will go into foreclosure which will ruin my credit. I have been current on my payments this far despite our family tragedy and Holiday Inn won't cut me a break. I have explained many times my financial situation is not what it used to be and that I am not able to afford to keep paying for this when the family does not use it. My wife, ****, passed away and she was the one who did all of our reservations and booking for the family. My kids have no interest in the timeshare nor do I have the spark I did to go on any vacations without **** anymore. We took a few vacations and they were always disappointing. There were always issues with our rooms every single time, whether it was broken essential appliances including lights, no elevator/laundry room, the amenities were not there that were described to us, the update meetings were said to only last 90 minutes but we spent our entire day there each time, and the drives to the locations took a lot longer than what they had on their maps. Everything was talked up to be much more than what it really was and it's just not worth the hassle, my time or money. We have enough stress on our plates and want out and would like my money returned to me that I continue to empty into their pockets in fear of foreclosure and credit damage.
  

  Business Response

  Date: 12/21/2022

  Business Response /* (1000, 8, 2022/11/09) */
  Please refer to the Company's response emailed directly to the Better Business Bureau on November 9, 2022.
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  Katherine M*******
  Paralegal, Legal Services

• Initial Complaint

  Date:10/10/2022

  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.

  We have been trying to relinquish our timeshare ownership with Holiday Inn Club Vacations since June 2019. We have requested a Deed in Lieu of Foreclosure or any document that would officially terminate our timeshare ownership multiple times. We have written numerous letters to Holiday Inn Club Vacations advising them that we no longer want the timeshare ownership yet their monthly harassment attempts to collect a debt causes us a significant amount of undue stress. We want Holiday Inn Club Vacations to take their collateral back as satisfaction in full of the debt considered owed. The timeshare ownership holds no actual value, Holiday Inn Club Vacations is not "out" any money, and we fully understand that no refunds will be given. They can have the ownership and all monies paid thus far as liquidated damages.
  

  Business Response

  Date: 12/13/2022

  Business Response /* (1000, 12, 2022/11/11) */
  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. Please be advised that the Company did not receive any attachments with Owner's complaint.
  
  Upon receipt of the complaint, we have reviewed our records for Owner's accounts. Our records show that Owner entered into seven (7) purchase transactions with Silverleaf Resorts, LLC ("Silverleaf"), for a total of eight (8) timeshare interests owned at one time or another. Silverleaf was later acquired by an affiliate of the Company in May 2015. Following that acquisition, Silverleaf's historic thirteen (13) resort properties were rebranded as Holiday Inn Club Vacations locations. In connection therewith, Silverleaf owners were invited to attend sales presentations offered by the Company in order to answer questions that they might have had regarding the acquisition and to inform owners of additional benefits available to them through the Company's points-based exchange program, the Holiday Inn Club (the "Club").
  
  On November 3, 2018, Owner attended a timeshare sales presentation sponsored by the Company to hear about the benefits of the Club. At the time of the presentation, Owner owned two (2) annual fixed-week timeshare interests in the (i) Piney Shores Resort located in Conroe, Texas (the "Piney Shores Ownership"), and (ii) Hill Country Resort located in Canyon Lake, Texas (the "Hill Country Ownership"). During the sales presentation, the sales consultant reviewed with Owner at length the difference between Silverleaf fixed-week ownerships and the benefits of the Company's points-based program. At the conclusion of the sales presentation, Owner elected to purchase a standard beneficial interest in the Orange Lake Land Trust (the "New Ownership") entitling her to 30,000 Club points per annum. At the same time, Owner also elected to bring the Piney Shores Ownership and the Hill Country Ownership into the Club, thereby converting each week from a fixed-week ownership into a points-based ownership, affording her with an additional cumulative total of 315,000 Club points per annum under those ownerships. The Piney Shores Ownership, Hill Country Ownership, and the New Ownership (collectively, the "Ownerships"), provide Owner with a cumulative annual point allocation of 345,000 Club points.
  
  Value. Owner claims that the Ownerships have "no actual value." Please be advised that timeshare interests are use-based products, they were sold as such, and Silverleaf's and the Company's sales consultants advised Owner that the value associated with a timeshare purchase is derived from the use of the timeshare itself. At the time Owner purchased the Piney Shores Ownership and Hill Country Ownership, she initialed Paragraph 7 of the Owner Confirmation Interview acknowledging that:
  
  "I am acquiring the VOI 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 'use-based' product and that I will need to use the facilities and programs of SRI and Silverleaf Club in order to obtain enjoyment from them and in order to obtain value from my purchase."
  
  Similar disclosures were also provided for the New Ownership purchase when Owner initialed Section 8 of the Owner Clarification Form that states "(i) This 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."
  
  Prior Correspondence / 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 the Company has received several letters from Owner, which the Company responded to on five (5) separate occasions, with the latest response reflecting June 6, 2022. The Company previously advised Owner 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 Ownerships are in order, signed, and acknowledged by her agreeing to the terms and conditions therein. As such, her requests for cancelation were denied.
  
  Notwithstanding the foregoing, Owner restates her request for a Deed in Lieu of Foreclosure ("DIL") in order to surrender her Ownerships back to the Company. Please be advised that the offer of a DIL is at the sole and absolute discretion of the Company and the Company is not required, nor inclined, to present Owner with such offer at this time. Owner entered into multiple contracts pursuant to which she agreed to repay the indebtedness in accordance with the terms thereof. Based on the reasons set forth above, we reaffirm our position in the matter that Owner is not entitled to contract relief.
  
  Collections. It is true that we have attempted to contact Owner on several occasions to discuss her account status and to provide her with options that may assist her with bringing her account current. However, Owner has not been responsive to our attempts to assist her in this manner. We encourage Owner to contact our Capital Management Department at (800) 298-3706 to ascertain whether any payment arrangements can be made to assist Owner with bringing her account current.
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  Katherine M*******
  Paralegal, Legal Services

• Initial Complaint

  Date:10/07/2022

  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.

  On 8/23/22 we upgraded our Holiday ******** Vacation ownership from Preferred Platinum to Elite because we were told we would have a better booking window and a concierge available to help us purchase tickets, help with vacations, and other items that *** come up during or planning our vacations. When we tried to book a week at a resort, we were told there was absolutely No availability from January 2023 through July 2023!! I said if there wasn't a week available we would settle for a 3 day stay Anytime between Jan - July (they couldn't check beyond July). Again I was told no availability! We just paid $81,000 more for this upgrade to Elite and found out that we have LESS booking capability than we had on our Preferred plan. In our Preferred plan we had Signature ownership. I immediately contacted the Manager ***************************** and ************************* to get this straightened out. They told me there was nothing they could do. That is now the booking window we now have. What they did was eliminate my Signature ownership in the Elite contract. I don't understand why they did that because I explained to them that we like our signature ownership and we like to stay at ************, as we have done in the past with our Preferred ownership.We have owned Holiday Inn Club Vacations for over 12 years and have enjoyed it. Typically employees are courteous and attentive to owners and don't take advantage of them. That is why I am completely surprised at the Manager's (*********************************) unwillingness to work with me to resolve this issue. Therefor I am writing to you to get this resolved because I am sure you want to do the right thing to keep your owner's confident in the product so we speak highly of it and our family and friends choose to purchase as well. Please reinstate the Preferred Ownership we had before this August 2022 upgrade. We were misinformed about the booking windows and concierge and appreciate you resolving this.Thank you!

  Business Response

  Date: 11/09/2022

  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.
  Our records show that Owner has entered into six (6) purchase transactions with the Company.
  Owner entered into his rst purchase transaction with the Company on June 11, 2011, at which
  time he purchased a biennial timeshare interest at the Orange Lake Resort located in *********,
  ******* (the "Initial Ownership"), which entitled him to ******* standard points every odd year in
  the Company's points-based exchange program, the Holiday ******** ********* On June 12, 2012,
  Owner elected to trade-in the Initial Ownership and apply the accrued equity therein towards the
  purchase of an annual timeshare interest at the Orange Lake Resort (the "Upgrade Ownership"),
  which entitled him to ******* standard Club points every year. On May 14, 2015, Owner elected
  to add to his ownership portfolio by purchasing an annual timeshare interest in at the Orange Lake
  Resort (the "Additional Ownership"), entitling him to an additional ******* standard Club points
  per amqum. Thereafter on December 29, 2019, Owner elected to add to his ownership portfolio
  again and purchased an annual signature benecial interest in the Orange *************** (the
  "Signature Ownership"), which entitled him to ****** ************** points per annum. On
  November 30, 2021, Owner elected to trade-in the Upgrade Ownership and applied the accrued
  equity therein towards the purchase of an annual standard benecial interest in the Orange ******************* (the "Second Upgrade Ownership"), which entitled him to ******* standard Club
  points per annum. The Additional Ownership, Signature Ownership, and the Second Upgrade
  Ownership (collectively, the "Ownerships") entitled Owner to ******* Club points per annum.
  Finally, on August 30, 2022, Owner elected to trade-in the Ownerships and applied the accrued
  equity therein towards the purchase of an annual standard benecial interest in the Orange ******************* (the "Active Ownership"), which entitles him to ********* standard Club points per
  annum.
  
  
  
  
  See Attachment/File: Business Response.pdf

  Customer Answer

  Date: 11/18/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The response from Holiday Inn is completely unsatisfactory and very disappointing. It clearly demonstrates that they do NOT address owner issues as clearly shown they did not respond to any issues brought forth in my complaint. They only listed the dates of my purchases, which I now very much regret.
  
  Their response did not address the fact that Holiday Inn personnel do NOT honor the benefits purchased by owners...such as the early check in and late check out. On numerous times I had to explain this benefit (which we are paying for) to the Holiday Inn agents at check in and they have no idea what it is. Multiple times I asked to speak to the Resort Manager because I believe it is important to address issues as they come up. Each time the manager would not speak to me. I was told they would call me back....however that never happened.
  
  Also it doesn't address the reason after spending $81,000 more on a membership my reservation window is worse than I had previously.
  
  In good conscience I can NOT recommend Holiday ***************** ownership. If they were truly interested in hearing from their owners, a Resort Manager would have contacted me to address the multiple issues we continue to experience.
  
  If they are honest and dedicated to resolving owner issues Holiday ***************** will make this right by canceling my ELITE Membership purchased in August 2022 and reinstating the Preferred Platinum membership.

  Business Response

  Date: 12/07/2022

  Re: ************************
  Compl ai nt Case #********
  Dear *******************:
  We received the rebuttal complaint led by ************** ("Owner"). Owner claims that the
  Company did not address his prior concerns within our Better Business Bureau ("BBB") response.
  Please be advised that the Company emailed our full response to the BBB on November 9, 2022.
  In connection therewith, the BBB uploaded a portion of the response to their website and due to a
  word cou.nt/ character limitation, the remainder of said response was uploaded as an attachment for
  Owner to review. We believe Owner may have missed to see the uploaded attachment and we
  encourage him to review the same for the Company's full formal response to his prior concerns.
  Owner now expresses displeasure regarding early check-in / late check-out and how he has been
  unable to speak with a resort manager upon request. Firstly, please be advised that Owner's
  membership level status provides him with an early check-in and late check-out benet. However,
  it should be noted that such benet is only up to three (3) hours and is subject to availability which
  is clearly disclosed in the owners' Member Guide. 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 and agents were unaware of his membership level benet, we sincerely apologize in
  this regard. Secondly, please be advised that the Company's agents do escalate owner and/or guest
  concerns to supervisors, to the extent one is available. To the extent Owner was unable to speak
  with a resort manager upon his request, we apologize for the same. Please note that it is our top
  priority to assure that our guests and owners are provided with an enjoyable and memorable
  vacation experience. If ever there is an area that is not to the quality standard we strive to provide,
  once brought to our attention, we endeavor to correct the areas that need improvement right away.
  We recognize that this was not Owner's experience. We thank Owner for his feedback, and we
  will continue to work with our agents in this regard.
  
  
  
  
  See Attachment/File: Business Rebuttal.pdf

• Initial Complaint

  Date:10/06/2022

  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.

  Folio Number***************************
  IHG sold me a Vacation Club package for $149. I was told that the location where I would be housed usually has a resort fee charge but that I would not have to pay any resort fees, given this time of year. (I believed the representative because with it being October I thought the summer vacation season was over.) However, when I arrived at the hotel below I was charged $38. 57 X 4 nights, exceeding the agreed upon $149 charge.
  Holiday Inn Resort Orlando Lake Buena Vista
  13351 State Road 535
  Orlando, FL
  
  When I arrived at the mandatory tour at the location below I told the representatives about the problem. They told me I needed to call a number they handed me on a piece of paper: 800-353-1966. When I called that number the Representative assured me that at the end of the tour I would receive the reward points and $100 cash. After I finished the tour, the tour representatives carried on that they didn't know anything about that promise so I would need to talk to someone else but not them.
  Tour ID: *******
  Your Tour: Orange Lake Resort
  Tour Address: 14201 E Orange Lake Blvd. Kissimmee, FL 34747
  Tour Date: 10/3/2022
  Tour Time: 12:30 PM
  Duration: 2 hour
  Includes: 2X 5000 IHG Points
  
  I have called so many people related to IHG and received the run-around. I even tried to talk with the representatives at the hotel.
  
  I know there has to be someone at IHG who can rectify this problem.
  

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 14, 2022/11/10) */
  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 above the terms of their purchases of vacation packages offered by Holiday Inn Club Vacations Incorporated (the "Company"). As such, we have established policies and procedures to ensure that those terms and conditions are fully disclosed prior to purchase.
  
  The Company has contacted Mr. *** regarding his concerns and provided a resolution of the Complaint with him.
  
  Sincerely,
  
  Joann A*****
  Manager-Paralegal
  Holiday Inn Club Vacations Incorporated
  
  
  Consumer Response /* (2000, 16, 2022/11/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I will accept the business response because I am not interested in a back-and-forth exchange with IHG. For the record, I never stated I did not receive the
  two 5,000-point certificates. I only mentioned the $100 cash incentive promised and the resort fees. I appreciate the receipt of both.

• Initial Complaint

  Date:10/03/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Holiday Inn @ Orange Lake Resort,So as we expected, we sent you a complaint in May and have still not received a response. We then sent you another complaint in July and same outcome. So now we are posting this online in hopes that it gets your attention since potential and future owners sometimes look at your rating and complaints made against your company.We had a pet business that we opened in 2016 and that we had to officially close in March 2019, this pet business left us over $80,000 in business debt and $25,000 in personal debt. The $500 payment wasn't feasible on our money coming in, which you knew and said that we may have a hard time with paying that amount but approved us anyway.We stopped our payments to you because we could not afford it and you have dinged our credit to make it drop from 800 to 600. I also mailed you a letter of hardship in October 2021 and called you. I spoke with you about maybe doing a deed in lieu of and the woman on the phone said you don't do that. She also said my only option was to pay $2000 to get back in good graces and then pay it off and hope I can find someone to give it away to for free. I told her that was crazy, and asked if you would just foreclose. She then said that you can wait up to the full 10-year contract before foreclosing and just keep the account open and ding our credit and push creditors on us so we really should just pay them and pay it off. THAT IS OUTRAGEOUS. You could take it back and resell it to another poor soul and gain more of a profit instead of fighting with us!Please let us know what you can do for us, not what you cannot do. **** and ***********************

  Business Response

  Date: 11/07/2022

  *** BBB INFO ONLY***
  Please be advised that we have determined that Owners are working with a timeshare relief company. Our determination is made on the basis that the correspondence received from Owners is identical to correspondence we have received from other owners known to be working with a timeshare relief company. Due to the exit company involvement, we are not inclined to cancel Owners' Ownership.
  

  Business Response

  Date: 11/07/2022

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the "Company") in connection with the complaint filed with your office by Mr. * ***************** ("Owners"). We appreciate the opportunity to respond to the concerns set forth therein.
  
  Our records show that Owners attended a Company timeshare sales presentation on December 28, 2017, at which time they elected to purchase an annual timeshare interest at the Orange Lake Resort located in *********, ******* (the "Ownership"). The Ownership entitles Owners to ******* points per annum in the Company's points-based exchange program, the Holiday ******** ("*********************** Correspondence. Owners claim that they previously submitted correspondence to the Company in May and July 2022, but that the Company failed to respond to the same. Upon review of our records, we find that the Company received two (2) letters during the timeframe stated, which letters were dated, May 3, 2022, and July 26, 2022. Our records confirm that the Company responded to each letter in writing; however, it appears that the responses were inadvertently mailed to an old address on Owners' account. We sincerely apologize in this regard and have since updated all of our systems accordingly. We will be sending Owners a copy of the Company's responses to the address listed within the "consumer info" portion of the complaint. Owners should receive the written responses to their correspondence within ten (10) business days.
  
  Affordability. Owners claim that the Company knew they would be unable to afford the financial obligations attendant to the Ownership but that we "approved" them anyway. Please be advised that our sales consultants fully and accurately present the financial terms and conditions of the purchase to each prospective purchaser, but do not speculate on affordability as that is for the prospective purchaser to determine based on his or her circumstances. Once Owners advised the sales consultant that they wanted to purchase the Ownership, they were provided with a one (1) page Purchase Proposal setting forth the key terms of their purchase, including, without limitation, the purchase price, down payment, amount financed, term of loan, monthly payment, maintenance fees, and interest rate, in order to confirm their understanding of the same. After agreeance to and execution of the same, Owners were then required to meet with a ***************** Officer to review the contract documentation and the details of the purchase to ensure that they had a full understanding of the terms and conditions associated with the same. Owners were provided the opportunity to review in detail all the documents prior to signing and could have asked for clarification regarding anything that they did not fully understand in connection with their purchase. Owners signed a Purchase Agreement, Promissory Note, Closing Disclosure and Mortgage, all of which clearly disclose the financial obligations attendant to the purchase. If Owners determined that the financial obligations were not acceptable, they were welcome to decline to execute the purchase documentation, or alternately, to cancel the purchase within the rescission period. Owners received copies of all executed documentation before they left the sales center as well as instructions on how to timely cancel the contract within the rescission period, which they did not do.
  
  Credit. Owners claim that they ceased making payments and that their credit has been negatively impacted due to the Company's credit reporting. The Company is required to accurately report delinquencies to Experian. Our records reflect that Owners have not remitted any payments towards their account since April 2019. We have therefore reported the delinquencies thereunder. We find no errors in the reporting and therefore find that no modification to the reporting is warranted at this time.
  
  Cancelation. Owners claims they previously requested a Deed in Lieu of Foreclosure ("DIL") and/or foreclosure from the Company. Our records confirm that an agent in the Company's ********************** spoke to ***************** in December 2021 in an effort to further discuss Owners' outstanding balances and intent to surrender the Ownership. Upon review of the call, we find that ***************** was advised that the account is ineligible for cancelation. ***************** was offered a payment deferment plan to assist with bringing her account current; however, such offer was contingent upon a good faith payment of approximately $2,215, which good faith payments constitutes outstanding late fees, 33% of maintenance delinquency, and a processing fee. ***************** advised our agent that she would be unable to afford the same and requested to sell back the Ownership to the Company. The agent advised ***************** that the Company does not have buyback or resale program; however, ***************** was advised that once her mortgage is paid in full, she may elect to gift her Ownership to friends/family or sell the same independently. Thereafter, ***************** inquired about the Company's foreclosure process. The Company's agent advised ***************** that she had a 10-year term for her loan and that once the account is defaulted on, her account could be foreclosed upon some time thereafter; however, the agent advised that there was no specific timeframe in which the Company would commence foreclosure proceedings. To the extent that Owners do not cure the outstanding balances due on the account, we remind them that extended delinquencies may result in foreclosure action, which may negatively impact their credit. If foreclosure proceedings are initiated, Owners will receive proper notices regarding the same.
  
  In closing, we have reviewed Owners' account and found that Owners did not exercise their rescission rights and they have outstanding financial obligations owed to the Company. Based on these reasons and because we are unable to substantiate Owners' claims of wrongdoing on the part of the Company, we affirm that Owners are not entitled to, or otherwise eligible for, cancelation and we respectfully decline their request for the same.
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  ***************************
  Paralegal, Legal Services
  

  Customer Answer

  Date: 11/18/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  We expressed our concerns to every staff member that shoved in our faces to persuade us that we could afford the timeshare. The sales representatives continued to lower the price. We were misled and needed to be informed of the increasing maintenance fees and other additional fees. As *************************** stated, the entire financial obligations should have been explained to us, and it was not. The sales representatives hid many things and needed to allow ***** and me to review our contract before purchasing. We trusted their words as the company is significant. We were also led to believe that if we couldn't afford the timeshare at any moment, we would have the opportunity to surrender the share. We have read all over the internet how terrible this timeshare company is.
  
  How is it that almost every owner with Holiday Inn Club Vacations has the same issue that we're having, which is a share being sold to them based on lies and deceit? ***************************, it seems like you know what's going on behind closed doors. Are you a part of the problem?
  
  You only reach out to us because we have blasted a complaint against your company. We have spoken to someone concerning the timeshare foreclosure and were expecting it to be foreclosed. Now it's something different. It's always something different when it comes to various representatives. They are never in accord with one another. Each person that I have spoken to all have different perspectives. We are asking you at the Better Business Bureau to help us expose Holiday Inn Club Vacations for the deceitful money hungry company that they are. We are asking for assistance with canceling our contract.
  

  Business Response

  Date: 12/02/2022

  *** BBB INFO ONLY***
  
  Please be advised that we have determined that Owners are working with a timeshare relief company. Our determination is made on the basis that the correspondence received from Owners is identical to correspondence we have received from other owners known to be working with a timeshare relief company. Due to the exit company involvement, we are not inclined to cancel Owners' Ownership.
  

  Business Response

  Date: 12/02/2022

  We have received the rebuttal complaint filed by Mr. * ***************** ("Owners").
  
  Sales Consultant. Owners restate that the sales consultant "persuaded" them that they could afford the Ownership and that the sales consultants continued to lower the purchase price. We maintain that our sales consultants do not speculate on affordability as that is for the prospective purchaser to determine based on his or her circumstances. Furthermore, the Company offers a variety of inventory at different price points. In order to determine which inventory might be appropriate for Owners' stated travel needs, the sales consultant listened to Owners, and asked them questions about their vacation habits. The sales consultant then made inventory recommendations. When Owners objected to the purchase on the basis of price, the sales consultant proposed alternative inventory at lower price points. Our sales consultants present offers to prospective purchasers, and we restate that if said prospective purchasers do not feel like the offers presented constitute good purchases at the right price, they are welcome to decline to purchase.
  
  Owners further state that the sales consultant "hid" information from them, and they were not provided with time to review the purchase documentation prior to purchasing. We dispute these claims. 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, we maintain that Owners were required to meet with a ***************** Officer to review the contract documentation and the details of their purchase to ensure that they had a full understanding of the terms and conditions associated with the Ownership. If Owners had communicated to the ***************** Officer that they did not understand the purchase documents and/or any aspect of the purchase, the ***************** Officer would have halted the sale to address those concerns. Likewise, if Owners required additional explanation or more time to review the documents the ***************** Officer would have been happy to provide them with the same. Before leaving the sales center, Owners affirmatively advised the ***************** Officer that they understood the terms of their purchase and proceeded to execute the contract documentation.
  
  Financial Obligations. Owners insist that they were "misled" regarding the financial obligations attendant to the Ownership. Owners specifically state that the Company did not properly disclose the fees associated with their purchase or the fact that maintenance fees are subject to increase. We dispute these claims. Owners received full disclosure of all the financial obligations, including without limitation, the membership fee, exchange fee, reservation fee, and maintenance fees, and the fact that each may be subject to change and/or increase. Furthermore, please be advised that the maintenance assessments are based on the annual budget adopted by the Association, 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 Association's control such as increases in the costs of labor, materials, insurance rates, etc. We will continue to work with the Association to keep these costs as low as possible in the future.
  
  Exit Option. Owner claims they were advised that they could surrender their Ownership once they no longer desired to retain the same. As previously advised, the Company has already communicated to ***************** that we do not have a buy back or resale program. Notwithstanding the foregoing, Owners are not prohibited from selling their timeshare interest to a bona fide third party in accordance with the Company's transfer requirements, and subject to any mortgage(s) they have placed on the property. It should also be noted that the Company does allow owners who have satisfied their mortgage obligations and who are current on their financial obligations the option of surrendering their timeshare interests back to the Company, without refund, through the Company's Horizons Program, subject to the Horizons Program requirements. The Ownership does not, however, currently qualify for surrender through the Horizons Program at this time as Owners have not fulfilled the mortgage obligations applicable thereto.
  
  Cancelation. Upon receipt of Owners' rebuttal, we again conducted a thorough investigation of Owners' accounts and re-verified that their contract documents were duly executed and that they received all requisite disclosures applicable to their purchase, including instructions on how to timely request cancelation of their contract within the rescission period. Since all documentation executed at the time of sale is in order, signed and acknowledged by all parties to the agreement, and because we could not substantiate their claims of misrepresentation, we stand by our initial response and our position remains unchanged.
  
  Please further be advised that the contract documentation executed by Owners in connection with their purchase of the Ownership grants the Company the right, but not the obligation, to foreclosure upon the Ownership. We remind Owners that extended delinquencies may ultimately result in foreclosure and that any such foreclosure may result in substantial harm to their credit. If Owners would like to avoid a foreclosure, they will be required to bring their account current, and they may do so by contacting our ***************************** at **************.
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  ***************************
  Paralegal, Legal Services
  

• Initial Complaint

  Date:10/02/2022

  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 bought ownership through Holiday Inn Club Vacations. My presentation was only supposed to be 90 minutes, it took 5 hours. We only agreed to go to the presentation because we were given the 7 night, 8 day stay at a resort through resortcerts.com. We did end up buying in at 200,000 club points. During the presentation, they were talking about Westgate being bad and not to buy into their timeshare, ect. When we were closing, we were trying to hurry because we were there on vacation with friends and they were already waiting on us for hours. The closing advisor guy, Felipe gave us a free 3 night, 4 day stay because of the inconvenience of being there for much longer than we were supposed to be.
  A week goes by, we get our gift certificate for the 7 night, 8 day stay...all the hotels are Westgate resorts! I call Felipe and explain that I don't really want to stay at any Westgate hotels which is why I spent almost $40,000 with Holiday Inn and he understands and says he will get it switched over to a stay at Orange Lakes in Kissimmee. It's been 2 months and still have not received that free stay I was guaranteed and I also never received the 3 night, 4 day stay. Felipe said it was called a jumpstart thing and they charge me $200 and I get the money back when I check in but when I call to book it, I don't get any money back. I have to pay $299.
  EVERYTHING that I was supposed to receive for going to the presentation, I never got and now nobody returns my calls, voicemails, emails, etc.
  I feel like I was scammed by Holiday Inn Club Vacations.
  

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 13, 2022/10/26) */
  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 confirm that while Owner was vacationing at the Orange Lake Resort located in Kissimmee, Florida, she was invited to attend a Company-sponsored timeshare sales presentation to receive (i) a seven (7) night Resort Vacations Certificate, and (ii) food and beverage vouchers to utilize during her vacation. Owner agreed to the terms and conditions therein and executed the VIP Preview Confirmation (i.e., the tour invitation). Accordingly, on July 24, 2022, Owner attended the Company's timeshare presentation and at the conclusion of the same, she purchased an annual standard beneficial interest in the Orange Lake Land Trust (the "Ownership"). The Ownership entitles Owner to 200,000 points every year in the Company's points-based exchange program, the Holiday Inn Club ("Club").
  
  Resort Vacations Certificate. In connection with Owner's invitation to the sales presentation, Owner was offered a 7-Night Stay Resort Vacations Certificate (the "Certificate"). Please note that the redemption of the Certificate is through Endless Vacation Rentals' website, resortcerts.com, and as such, the accommodations made available in connection therewith are wholly outside of the Company's control. Moreover, by Owner's own admission, she agreed to the terms and conditions of the invitation and the proffered incentives therein. It should also be noted that Owner was required to sign and acknowledge her understanding of the terms and conditions of the Certificate at the time she was invited to attend the timeshare presentation. The terms specifically disclosed that the "Certificate does not guarantee a stay at any specific resort, or in any specific city, geographical region or country." Additionally, the terms also disclosed that "Destinations and travel times are subject to availability. Inventory available for inclusion in the Endless Vacation Rentals program may be limited and is subject to availability." Furthermore, please be advised that some of the Company's resorts are in fact listed on Endless Vacation Rentals' website; however, we restate that the same are subject to availability. While we understand that Owner is dissatisfied with being unable to book her desired reservation/location through the Certificate, we unfortunately are unable to change the same to a 7-night Orange Lake Resort stay as Owner has already registered the Certificate for use through Endless Vacation Rentals.
  
  Duration. Owner expresses concern regarding the duration of the timeshare presentation. The Company's timeshare presentations are approximately ninety (90) minutes in duration for new purchasers, with the actual duration dependent on the level of interest of the prospective purchaser and the questions asked. At the conclusion of the timeshare presentation, if a prospective purchaser expresses an interest in making a purchase, inventory will be selected and contract documentation will be prepared, reviewed, and executed, which accounts for any additional time Owner spent at the sales center in connection with her purchase.
  
  JumpStart Program. Owner claims that she was offered a "free" 4-day, 3-night stay at the time of the presentation. To clarify, at the time of the sales presentation, Owner was offered a marketing promotion called the JumpStart Program. Please be advised that the Company's sales consultants advise all new owners that they can participate in the Company's JumpStart Program, wherein they could receive a 3-day, 2-night stay for a $199 deposit and after attending a New Owner Orientation presentation, they will receive the $199 back. This promotion is not offered based upon the length of the presentation. Furthermore, it should be noted that prior to the Company's receipt of Owner's Better Business Bureau complaint, Owner met with one of the Company's Regional Managers and the Quality Assurance Officer referenced in the complaint on October 4, 2022. On that date, Owner's concerns were addressed regarding the JumpStart Program and Owner advised the Company that she was satisfied with the resolution provided in connection therewith.
  
  Notwithstanding the same, we value Owner's continued relationship with the Company, and should she desire to book a reservation at the Company's Orange Lake Resort location, she is welcome to contact a Club Counselor at **************, and an agent will be happy to assist Owner with utilizing the Club points under her Ownership in that regard.
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPPORATED
  
  Katherine M*******
  Paralegal, Legal Services
  
  
  Consumer Response /* (3000, 15, 2022/11/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I will not accept that response because it is a response from someone who was not there or from someone I spoke to. This is from a representative of their company, a paralegal. I understand that there were terms and conditions and from now on, I will read the small print listed in the 20 something pages but I was going by what your employees said to us in person.
  My only issue is with the 7 night certificate, I even said let's just change it to something else. There is no way to see what is available for that stay until it is marked redeemed.
  I already had the issues handled by the employees at OL, the jumpstart program was NEVER mentioned to me.
  You are writing certain things but they were never said in person which is what started this complaint.
  
  Some matters were not resolved with this but I believe that is how this business handles issues and treats their guests who are now owners.
  So thank you for nothing.
  
  
  Business Response /* (4000, 17, 2022/11/11) */
  We have received the rebuttal complaint filed by Mrs. ********** ("Owner").
  
  Owner restates her displeasure with the 7-night Resort Vacations Certificate (the "Certificate"). Please be advised that the Company has numerous programs and procedures in place to monitor employees to ensure that they are providing prospective purchasers with accurate information. While we acknowledge that we were not present (i) when Owner was presented with the invitation to attend the presentation, or (ii) during the presentation, it is for this reason that we rely on the documents that were reviewed and signed by Owner in connection with the invitation and the sale. Notwithstanding the same, we restate that Owner's concerns were already addressed regarding the JumpStart Program and in the interest of customer service, our Sales Department has already provided her with a resolution of a 4-day, 3-night stay at the Orange Lake Resort located in Kissimmee, Florida. Owner has since expressed that she was satisfied with the same. Moreover, we maintain that Owner received full disclosure that she would receive the Certificate and that the same would not guarantee a stay at any specific resort and/or location. Because Owner signed and acknowledged the terms and conditions of the Certificate and has already registered the same, Owner will have to redeem the Certificate for accommodations made available by Endless Vacation Rentals, a third-party company. We encourage Owner to explore the accommodations available through the Certificate and hope that she is able to book an alternative satisfactory reservation. We again appreciate Owner having become a member of the Company's Club program and purchasing a vacation ownership with the Company, which entitles her to many benefits and the opportunity to vacation at our resort locations. To the extent Owner wishes to specifically book a reservation at the Orange Lake Resort, she is welcome to utilize her Club points to do so.
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  Katherine M*******
  Paralegal, Legal Services
  
  
  Consumer Response /* (4200, 19, 2022/11/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I will not accept any resolution or whatever you may call it. The issue with the certificate has not been resolved because anything that is offered through their website, has to be paid for. The incentive for attending the presentation was misleading and if that is how business is conducted then so be it. The manager for the marketing department who spoke to me was rude and condescending and if that is the type of employee you have to ensure everything is done a certain way then it makes sense why we were told one thing but received another.
  
  
  Business Response /* (4000, 21, 2022/12/02) */
  We have received the second rebuttal complaint from Mrs. ********** ("Owner").
  
  Owner alleges that when she spoke with Company's Marketing Department manager regarding the Certificate, the manager exhibited "rude" behavior. We sincerely apologize to Owner to the extent she felt our agent was discourteous during the phone call, as we certainly do not condone such behavior. We appreciate Owner's feedback and will continue to work with our agents in this regard.
  
  Owner further claims that the incentive for attending the presentation was "misleading" and expresses dissatisfaction that there are additional expenses associated with utilizing the Certificate. As previously stated, Owner was required to sign and acknowledge her understanding of the terms and conditions of the tour invitation and proffered incentives at the time she was invited to attend the timeshare presentation. It should be noted that upon receipt of the Certificate's terms and conditions, Owner initialed her acknowledgement that "Additional charges and expenses, including airfare, local transportation, any incidentals, any applicable taxes, all-inclusive fees and resort fees are not included." We restate that the accommodations made available through Endless Vacation Rentals and any expenses therein are wholly outside of the Company's control. Furthermore, please note that Owner was under no obligation to agree to the invitation/incentives, and she is welcome to decline any incentives offered in exchange for her attendance to the same in the future. While we understand Owner's displeasure, we ultimately find that she received clear disclosure of the tour invitation and proffered incentives therein.
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  Katherine M*******
  Paralegal, Legal Services

• Initial Complaint

  Date:09/30/2022

  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.

  Dear Better Business Bureau,
  I bought this timeshare with the hopes I could enjoy vacations to wonderful destinations across the country. This has not been the case and I can see now that this company took advantage of me and my lack of knowledge as it pertains to timeshare ownership. Holiday Inn has conned me out of my money and given me a product that cannot be used the way their sales team described it to me.
  I am looking for a completed termination of this timeshare and a full refund of the money that I have invested from the beginning to now. I hope that you can assist me with this issue. I've reached out to the company but I haven't heard a response from them.
  
  Thank you for your time,
  ********************

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 12, 2022/11/15) */
  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 Owner first entered into a transaction with Silverleaf Resorts, LLC ("Silverleaf") on July 8, 2015, wherein she purchased a biennial timeshare interest at The Villages Resort located in Flint, Texas (the "Silverleaf Ownership"). Please note that while Silverleaf was acquired by an affiliate of the Company in May 2015, Silverleaf was still conducting sales presentations while the Company was in the process of rebranding each Silverleaf resort as Holiday Inn Club Vacation locations. Later, on March 17, 2018, Owner elected to attend a Company-sponsored timeshare sales presentation. At that time, Owner elected to trade-in the Silverleaf Ownership and applied the accrued equity therein towards the purchase of an annual standard beneficial interest in the Orange Lake Land Trust (the "Upgrade Ownership"). The Upgrade Ownership entitles Owner to 200,000 points per annum in the Company's points-based exchange program, the Holiday Inn Club ("Club").
  
  Timeshare Presentation. Owner claims that she was taken "advantage of" in connection with her purchase of the Upgrade Ownership. 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 pressure, con, or otherwise force, prospective purchasers into purchasing from the Company. Also, the Company's sales consultants are trained individuals who exercise care in clearly describing, in detail, the benefits, rights, and obligations attendant to her purchase. The contract documentation and the Member Guide provided to Owner on the date of sale also provides clear disclosure of the same. Owner also met with a Quality Assurance officer ("QAO") who reviewed the purchase documentation with her to ensure that she had a clear understanding of the same. If Owner had advised the QAO at any time that she did not understand the terms of her purchase or that she was not making an informed buying decision, the QAO would have halted the sale to address any concerns at issue. At the time of purchase, Owner was provided with full and accurate information regarding her purchase in accordance with applicable laws, including, without limitation, full disclosure of all the financial obligations attendant to the purchase, as well as her rescission right and how to timely exercise the same in writing. If Owner did not believe that the purchase of the Upgrade Ownership constituted a good purchase at the right price, she was welcome to decline the purchase offers or to rescind the purchase within the statutory rescission period thereto. Owner, however, did not exercise this right and when asked to identify some of her main reasons for purchase, she listed "flexibility," "I travel a lot," and "more locations" as her primary reasons for her purchase on the Sales Pre-Confirmation Checklist that she executed on the date of sale. As such, we reject Owner's assertion that she was "conned" into a purchase that she did not want.
  
  Benefits. Owner claims she was advised that upon joining the Club, she could vacation "across the country." Owner also vaguely claims she is unable to utilize the Upgrade Ownership in the methods described to her at the time of the sales presentation. Through Owner's enrollment into the Club, Owner is not limited to traveling during her owned fixed weeks each year and/or only the original thirteen (13) Silverleaf resorts. Instead, with Owner's latest purchase, Owner may utilize her Club points to secure reservations at any of the Company's twenty-eight (28) resort locations. In connection therewith, she may book reservations in any available unit during any time of year, provided that (i) she has the requisite number of Club points for the desired reservations, (ii) her financial obligations are current, and (iii) she abides by her booking windows. Owner also has the additional flexibility of utilizing Club points to secure (i) reservations at thousands of resorts through the Company's exchange affiliate, RCI, (ii) reservations at thousands of IHG-branded hotels worldwide through the Company's affiliate with IHG, and (iii) airfare, car rentals, cruises, and more through the Company's Club Partners Program. Therefore, Owner does have the option to visit various locations worldwide. Upon review of Owner's usage history after her latest purchase, we find that Owner has (i) transferred approximately 419,100 Club points into the IHG One Rewards program, where points so-deposited never expire, (ii) completed five (5) bonus time reservations, and (iii) completed eight (8) reservations through the Club program. We therefore find that Owner was well informed with how to utilize her Upgrade Ownership at the time of purchase and has been extensively utilizing the benefits therein.
  
  Cancelation / Refund. Owner claims that she previously contacted the Company to request cancelation of the Upgrade Ownership, but the Company has not responded to the same. Our records confirm that Owner submitted an inquiry to our Horizons Department requesting cancelation in June 2022. An agent attempted to contact Owner via the telephone; however, the attempt was unsuccessful. Thereafter, and contrary to Owner's assertions, the agent emailed Owner on June 22, 2022, via the email address listed within the "Consumer Info" portion of the complaint. The email advised Owner that because she has outstanding mortgage obligations owed to the Company, the only way to relinquish her ownership would be through an independent sale to a bona fide third-party and subject to the Company's transfer requirements.
  
  Notwithstanding the same, Owner restates her request to be relieved of her obligations attendant to the Upgrade Ownership and a refund of the monies paid. Please be advised the Owner is outside of the rescission period. As such, her contract constitutes a binding obligation. In addition, we have confirmed that the documentation provided to Owner at the time of purchase is in order and that she received all requisite disclosures applicable to her purchase. Because we are unable to identify any evidence of wrongdoing on the Company's part and because Owner 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 her request for the same.
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  Katherine M*******
  Paralegal, Legal Services