Business Profile

Vacation Timeshare

Holiday Inn Club Vacations Incorporated

Complaints

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

Customer Complaints Summary

588 total complaints in the last 3 years.
178 complaints closed in the last 12 months.

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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:09/08/2022
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 August 6, I contacted my local ********* hotel to reserve a room for the night and had selected to be transferred to the brief survey after my call ended. After booking my room, I was told by the local hotel employee to "Please hold, I will transfer your call now" with no further explanation.

After I got transferred, an employee from the Holiday Inn Club Vacation answered the call. I was confused about the transfer since I had never dealt with a survey managed by a person. The HICV employee soon started to ask how my experience with the booking was and then went on to say along the lines of "we are holding a special for new members who sign up for our *** Loyalty rewards program since we are approaching a million members." And then, I was told I can stay at any of the select "resorts" in certain cities for two rooms and four nights for $100 (I will get a $150 refund upon my arrival at the resort of my selection).

I was hesitant, so the HICV employee offered me a full refund upon arrival. I felt this was too good to be true, but I was made to believe that I was one of a few lucky chosen ones since I signed up for the *** Loyalty rewards program. I, unfortunately, paid the $249 on the call. After doing more research and looking at the email from the HICV, I realized this is no special offer; instead, it is to solicit for the HICV timeshare. I was not made aware of any timeshare or going to any special presentation to use this offer. During the call, I was made to believe that I was speaking to an employee of the ********* (executive corporate, survey, or loyalty line) and not HICV, which is not affiliated with the *********.

I am a young person and really see no use for timeshare. I am please asking to be refunded the $249 that I paid. Thank you.
Business Response
Date: 11/23/2022
Consumer Response /* (2000, 13, 2022/10/21) */
***Document Attached***
Business responded and refunded full amount of $249 as desired. I am satisfied with resolution, so this complaint can be now closed. Thank you BBB and HICV.
Initial Complaint
Date:09/07/2022
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.
My father purchased a timeshare at the Desert Club Las Vegas location with Summer Bay. In 2008, when Desert Club took over they changed the deed from floating week to week 36 without any notification. My father has passed and my sister and I are trying to transfer the deed to our names. We questioned the week 36 on the deed and what happened to the season 3 floating week that was originally purchased. No response to our emails and when I called all the guy could tell me is it is on the deed from 2008 and he has no other information and can not give me anyone else to contact for the information. As you can see in the exhibit A attachment of the deed signed by my parents in 2007 and filed 3/19/08 that this timeshare was not a fixed week.
Business Response
Date: 11/02/2022
Business Response /* (1000, 12, 2022/09/28) */
Thank you for contacting Holiday Inn Club Vacations Incorporated (the "Company") in connection with the complaint filed by Ms.******. We are saddened to learn about the passing of Ms.******'s father, and we extend our sincerest condolences to Ms.****** in her time of grief. We appreciate the opportunity to respond to her concerns stated within the complaint.

As your office may be aware, the Company acquired Summer Bay Resorts referenced in the complaint, now the Las Vegas Desert Club Resort, from the prior developer Desert Club, LLC ("Prior Developer") in 2011. Ms.****** is requesting assistance with an annual float-week interest at the Las Vegas Desert Club Resort located in Las Vegas, Nevada (the "Ownership"), that was purchased by her parents in 1988 from the Prior Developer. It should be noted that the owners of record for the Ownership are ******************** ("Owner") and ************ (deceased); however, as of May 2022, Mr. ****** was removed from the title to the Ownership. In addition, our records show that in March 2022, the Company received documentation that authorized Ms.****** and a Ms. ********* to assist with Owner's Ownership.

Ms.****** expresses concern regarding the legal description of the Ownership on a 2008 deed (the "Deed") that was recorded in public record. Firstly, please be advised that the Company strives to provide our owners and customers with meaningful customer service so that their concerns are addressed in a timely and professional manner. We apologize to the extent that this was not Ms.******'s experience. Secondly, please note that the Deed was recorded by the Prior Developer, not the Company as Ms.****** claims. Notwithstanding the same, the deeded Ownership is tied to a unit week (i.e., 36) for inventory management purposes only. The unit week listed does not impact the week type (i.e., float week) of the Ownership. As reflected by the Deed, the Ownership is designated as a "Season 3" interest, which correlates with the fact the Ownership is a float week interest that can be utilized from August through October every year (as reflected by Ms.******'s exhibit A attachment). We can confirm that the Ownership has not been changed to a fixed week interest and the Ownership reflects as an annual season 3 float week interest within the Company's systems. We therefore find that the modification of the Deed is not warranted.

To the extent that Ms.****** has any additional questions regarding the transfer of title to the Ownership, we encourage her to contact the Company's Document Administrations Department directly at 407-477-7017 or email [email protected]. If Owner and/or Ms.****** have questions regarding the benefits of the Ownership and/or how to utilize the same, they may also elect to contact a Vacation Counselor at 855-739-0242 for additional assistance in that regard.

Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

Katherine M*******
Paralegal, Legal Services

Consumer Response /* (2000, 14, 2022/10/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the response and my questions have been answered. The only request I have from the company is to educate their title department in providing a response as this when asked. It has taken us over 3 months to obtain an answer after several emails and phone calls since May. To finally obtain a response after contacting the BBB is not the best customer service in my opinion.
Initial Complaint
Date:09/07/2022
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.
Prior to the COVID shutdown in 2020, I purchased one of the vacation club's packages to tour their resort. Unfortunately, I was unable to use it due to issues of my own. I chalked up the loss. Earlier this week I received a call requesting to survey me about my experiences with IHG in exchange, I would receive 500 reward points.I was then transferred off to someone intent on selling me the same package I had already purchased...promising the sun, moon, and stars that I was already promised. When I explained what happened previously and that I had effectively lost the money that I had already spent and I was unwilling to do that again he became belligerent. I ended the call, as being harassed in the middle of a workday is not my cup of tea. However, I was never granted the reward points promised for the initial survey.
Business Response
Date: 12/01/2022
Business Response /* (1000, 12, 2022/10/24) */
Contact Name and Title: Joann ******
Contact Email: *******@holidayinnclub.com
Good Afternoon,

We have received and reviewed the concerns as detailed in the Complaint referenced above.

Our top priority is to assure that prospective purchasers are well informed about the terms of their purchases of vacation packages offered by Holiday Inn Club Vacations Incorporated (the "Company"). As such, we have established policies and procedures to ensure that those terms and conditions are fully disclosed prior to purchase.

The Company has contacted 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 ******
Manager-Paralegal
Holiday Inn Club Vacations Incorporated

Consumer Response /* (2000, 14, 2022/10/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
while they did not issue the points that should have come along with the latest survey they asked me to complete, they did refund the cost of the trip (which was more important of the two requests).
Initial Complaint
Date:09/06/2022
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 package in March of 50000 club points. I was told the points could be used in RCI without extra fees so I could travel wherever I needed. I just tried to use it as I need to travel for my business. There are $269 fees for exchanging anywhere! The reason I purchased was to make things more affordable. This isn't more affordable at all and I need a full refund of my purchase.
I tried reaching out to Robert T*******, the real estate agent who sold to me. I called customer service and was directed to their horizons program. I was on the phone for over an hour and a half to be told these three options-
Gift the package (no one else will want a fraudulently sold timeshare)
Sell through their program (I was deceived and haven't used anything so I need a full refund)
Forfeit the whole thing (NO, I need all my money back)
I need a full refund or I will involve legal counsel for fraud.
Business Response
Date: 01/10/2023
Business Response /* (1000, 12, 2022/10/24) */
Thank you for contacting Holiday Inn Club Vacations Incorporated (the "Company") in connection with the complaint filed by Ms. ********* ("Owner"). We appreciate the opportunity to respond to the concerns set forth therein.

Our records show that Owner attended a Company-sponsored timeshare sales presentation on March 7, 2022, at which time she elected to purchase an annual standard beneficial interest in the Orange Lake Land Trust (the "Ownership"). The Ownership entitles her to 50,000 points per annum in the Company's points-based exchange program, the Holiday Inn Club ("Club"). Owner *** utilize her Club points to secure (i) reservations at any of the Company's twenty-eight (28) resort locations; (ii) reservations at thousands of resorts through the Company's exchange affiliate, RCI; (iii) reservations at thousands of IHG-branded hotels worldwide through the Company's affiliation with IHG; and (iv) airfare, car rentals, cruises, and more through the Company's Club Partners Program.

RCI Exchange / Affordability. Owner claims that she was advised that she could utilize her Club points to book RCI reservations without a fee. While it is the case that Club points can be utilized to secure reservations through RCI, there is a fee associated with such exchanges. It should be noted that the number of Club points required to book reservations through RCI is set by the RCI 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 Company's control. Owner signed and acknowledged her understanding of the same through the execution of the Owner Clarification Form at the time of sale. Furthermore, the Owner Clarification Form clearly discloses that "there are additional exchange fees associated with use of each alternative exchange program." Additionally, Owner initialed Section 10 of the Sales Pre-Confirmation Checklist at the time of purchase, which clearly discloses that "our affiliate exchange fees range from $59 - $309 for each transaction." Accordingly, we deny Owner's assertion that she was not given proper disclosure of the fees associated with reservations secured through the Company's exchange affiliates. Notwithstanding the same, if Owner does not want to pay the RCI exchange fees, Owner is under no obligation utilize her Club points through RCI and instead, may elect to utilize her Club points in one of the other manners stated above.

Owner further claims that she purchased with the intentions of saving money. It is the case that owners can spend less money on timeshare ownership than what they would otherwise spend on vacations. According to the American Resort Development Association, a purchaser of timeshare could save up to $14,000 over a period of ten (10) years as compared to what it would cost to rent two (2) hotel rooms for one (1) week each year in the same location. This is because most timeshares feature private bedrooms, and it is more cost effective for owners with a larger group or family to stay in one spacious multi-bedroom unit than to book multiple hotel rooms. Timeshares can also help save money on dining costs because most timeshares are equipped with kitchens. These are just a few examples of how owning timeshare can save money. At each presentation, purchasers are advised that there are multiple benefits to owning timeshare and that the value associated with a timeshare purchase is derived from the use of the timeshare itself. It is within the discretion of each individual purchaser to decide whether the offers presented constitute good offers at the right price based on his or her travel needs.

Sales Consultant. Owner claims that she attempted to contact the "real estate agent" who assisted with her purchase. Firstly, please be advised that the employee Owner referenced in the complaint was the sales consultant at the time of sale. Secondly, because the sales consultant is no longer employed by the Company, we are unable to address this claim with the sales consultant directly. Notwithstanding the same, we can confirm that Owner has previously contacted the Company regarding her dissatisfaction with the RCI fees and Owner was provided information regarding RCI and the fees associated therewith. 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 to exercise care in clearly describing in detail the benefits, rights, and obligations attendant to each purchase. In addition, the documentation executed by Owner in connection with her purchase clearly and accurately sets forth the terms of the purchase and the rights and obligations attendant thereto. Furthermore, as part of the sales process, Owner met with a Quality Assurance Officer to review the contract documentation and the details of her purchase to ensure that she had a full understanding of the terms and conditions associated with the Ownership. If Owner had ever communicated to the Quality Assurance Officer that she did not understand the purchase documents and/or any aspect of the purchase was contrary to her understanding, the Quality Assurance Officer would have halted the sale to address those concerns. Before leaving the sales center, Owner affirmatively advised the Quality Assurance Officer that she understood the terms of her respective purchase and proceeded to execute all contract documentation applicable to her purchase.

Horizons. The complaint states that Owner contacted the Company inquiring how to be released from her obligations attendant to the Ownership. Our records confirm that Owner spoke with the Company's Horizons Department on September 6, 2022, at which time Owner was provided with three (3) options. Owner was advised that she could (i) gift her Ownership to friends or family; (ii) sell her Ownership independently to a bona fide third party, subject to the Company's transfer requirements; or (iii) surrender her Ownership back to the Company through the Company's Horizons program, subject to the program's requirements thereunder. We can confirm that Owner qualified to participate in the Horizons Program at the time of the phone call; however, she elected to forego this option.

Cancelation / Refund. Owner requests contract cancelation and refund on the basis of the Company's misrepresentations and wrongdoing. We have reviewed our files for Owner's account, and we wholly deny any wrongdoing on the part of the Company in connection with the sale of the Ownership. Instead, we have found that Owner willfully entered into her agreement after full disclosure of all applicable terms and conditions related to her purchase, including without limitation, her financial obligations, exchange fees, and right to rescind, which she did not exercise. As such, her contract constitutes a binding obligation and we respectfully decline her request for a refund of the same.

While we understand that Owner does not wish to utilize one of the options stated above, it is up to her discretion on how she wishes to end her Ownership with the Company given the options previously provided. In the interim, Owner is required to maintain her account current. To the extent Owner has additional questions with regard to her surrender options, she may contact the Company's Horizons Department at (866) 228-8689 to receive assistance in that regard.

Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

Katherine ********
Paralegal, Legal Services

Consumer Response /* (3000, 14, 2022/10/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business has only stated what I have and has not addressed the fact I was lied to about extra fees in regards to RCI. I will not save money with how I vacation- knowledge that was made aware during the presentation. I would not have purchased if I wasn't lied to. I have not used this "package" and need a full refund.

Business Response /* (4000, 16, 2022/11/11) */
We have received the rebuttal complaint filed by Ms. ********* ("Owner"). Owner restates her allegation that the RCI fees were not disclosed to her at the time of sale. We maintain that Owner was provided with clear disclosures related to the exchange fees and/or exchanges through RCI and she acknowledged her understanding of the same through her execution of the purchase documentation at the time of sale, specifically the Sales Pre-Confirmation Checklist which Owner initialed next to Section 9 acknowledging her understanding that "affiliate exchange fees range from $59 - $309 for each transaction."

We have reviewed the allegations set forth in Owner's complaint and we previously responded to each with specificity. As no information has been presented warranting a refund, we stand by our previous response and respectfully decline Owner's request for the same. Notwithstanding the same, we restate that Owner was previously provided with surrender options by the Company and we maintain that it is her discretion on how she wishes to end her Ownership with the Company given said options. To the extent Owner wishes to receive additional information, we again encourage her to contact the Company's Horizon's Department via the telephone number previously provided. Notwithstanding Owner's choice to forego use of the Ownership and the fact that she no longer wants, needs, or finds the purchase to be affordable, this does not invalidate the financial obligations she agreed to on her date of purchase. As such, Owner is required to abide by the terms of her purchase and maintain her accounts current until such time she no longer owns the Ownership.

Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

Katherine M*******
Paralegal, Legal Services

Consumer Response /* (4200, 19, 2022/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was lied to before signing paperwork and ***'t remember that section of the paperwork. Those numbers are inaccurate anyway. The fees are $269 for a week regardless as far as I can tell. Either way, I would not have purchased if I had known. I can not use this to save money so I can't use it at all. I need a full refund.

Business Response /* (4000, 21, 2022/12/02) */
We have received the second rebuttal complaint filed by Ms. ********* ("Owner").

Owner claims that the exchange fee disclosure in her Sales Pre-Confirmation Checklist is inaccurate. As previously stated, the affiliate exchange fees range from $59 - $309, which "$269 for a week" falls within said range. We maintain that Owner executed the Sales Pre-Confirmation Checklist and specifically initialed said disclosure acknowledging her understanding of the same.

In closing, we have reviewed each of the concerns set forth in Owner's complaints and have responded with specificity in our previous responses. Because we are unable to substantiate Owner's claims of misrepresentations and/or wrongdoing on the part of the Company, we stand by our previous responses and our position remains unchanged.

Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

Katherine M*******
Paralegal, Legal Services
Initial Complaint
Date:09/02/2022
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.
Holiday Day Inn has misled us and tricked us into believing that this was a great investment to have and that's just not true. Trying to make reservations was a joke and it took hours of my time. There was never a right date available for us to go on vacation..We were both retired & could be very flexible as far as checking in or out. They were doing construction in Gatlinburg which really inconvenienced us. Our AC was broken, tub was huge but so tall, that it was a hazard to get out of! When I complained of our view of the parking lot and constrution equipment, we were shown a fabulous suite that we could stay in if only we had more points. It's just been too much for us. We want Holiday Inn to offer some way for us to give this timeshare back to them. It's just not working out for us.
Business Response
Date: 01/11/2023
Business Response /* (1000, 12, 2022/11/28) */
Dear Mrs. ********
Thank you for contacting Holiday Inn Club Vacations Incorporated (the "Company") in
connection with the complaint led with your ofce by Mrs. ****** ("Owner"). We appreciate the
opportunity to respond to the concerns set forth therein.
Our records show that Owner entered into her rst transaction with the Company on *** 13, 2017,
at which time she purchased a biennial timeshare interest at the Smoky Mountain Resort located
in Gatlinburg, Tennessee (the "Initial Ownership"). The Initial Ownership entitled Owner to
107,000 points every odd year in the Company's points-based exchange program, the Holiday Inn
Club ("Club"). Thereafter, on September 9, 2019, Owner elected to trade-in the Initial Ownership
and apply the accrued equity therein towards the purchase of an annual signature benecial interest
in the Orange Lake Land Trust (the "Upgrade Ownership"). The Upgrade Ownership entitles
Owner to 300,000 Signature Club points per annum. 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 external 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 Company's Club Partners program.
M. The complaint states that the Upgrade Ownership is other than what was presented to
Owner at the time of purchase and that the same was presented as an "investment." We dispute
Owner's claims that the sales personnel misrepresented the terms and conditions of the Upgrade
Ownership. 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 benets,
rights, and obligations attendant to each purchase. Moreover, please be advised that the Company
does not promote its timeshares as income generators and/or nancial investments for prot.
Timeshares are use-based products, the value of which is derived from the use thereof, and Owner
Initial Complaint
Date:09/02/2022
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.
Summer of 2021 my family and I took vacation in Orlando when I contacted Holiday inn group for hotel, they sent me to Orange Lake Resort as the only alternative. Once there they promised money for a time to listen which I agreed. In the presentation they made me believe I could get up to three weeks vacation with the 50,000 points I would receive annually. Then I signed a contract for $11,876 to be paid in 10 years. They never disclosed that the rate was 15.95% which is ridiculous high; nor they disclosed that interest paid would be higher than the loan itself.
Most resorts are more expensive than the 50K points, not enough for one eek much less three. I then tried a Cruse and after using all 50K points only saved $100 dollars from the Cruse line price online. And I could not use points from last year. Then I tried to convert the 50K points to intercontinental hotel group, and they would charge $100 to do it.
I paid $1,183.02 on July 25, 2021. And have paid 11 months of $198.57, a total of $3,367.29.
I do not desire to be involved with this company. I want out of the contract and my $3,367.28 returned.
Business Response
Date: 11/02/2022
Business Response /* (1000, 12, 2022/09/28) */
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 confirm that in January 2021, Owner was transferred to the Company's Marketing Department by IHG. At that time, Owner was presented with a promotional offer to purchase a 4-day/3-night mini-vacation package for $249 (the "Package"). The terms of the promotion provided that Owner would receive a full refund of the purchase price if he scheduled and attended a timeshare sales presentation sponsored by the Company during the course of his mini-vacation. Owner agreed to the terms and purchased the mini-vacation. Shortly thereafter, Owner booked his mini-vacation and later traveled to the Orange Lake Resort located in Kissimmee, Florida with a scheduled timeshare sales presentation for July 23, 2021. At the conclusion of the sales presentation, Owner purchased an annual standard beneficial interest in the Orange Lake Land Trust (the "Ownership"), which entitles him to 50,000 points per annum in the Company's points-based exchange program, the Holiday Inn Club ("Club"). It should be noted that in connection with the sale, Owner elected to apply his Package incentive of $249 cash back towards the purchase of his timeshare interest to cover part of his down payment costs through the Company's Rent to Own Program. Owner was under no obligation to utilize this program nor execute the Purchase Proposal or the RTO purchase document, which both clearly reflect his agreement to utilizing the program.

Club Points. Owner claims that he was provided assurances that 50,000 Club points would entitle him to three (3) weeks of vacation per year. We dispute this claim. Our sales consultants do provide owners with real time examples of reservations that can be secured through the use of Club points and the number of Club points required to secure such reservations. They do not, however, guarantee that an owner will have a sufficient number of Club points to satisfy all of his or her travel requirements for each desired reservation, as how far an owner's Club points will extend is entirely dependent on how the owner elects to utilize his or her Club points. As a member in the Club, Owner may utilize his Club points to secure (i) reservations at any of the Company's twenty-eight (28) resort locations; (ii) reservations at thousands of resorts through the Company's exchange affiliate, RCI; (iii) reservations at thousands of IHG-branded hotels worldwide through the Company's affiliation with IHG; and (iv) airfare, car rentals, cruises, and more through the Company's Club Partners Program. In connection with the Company's resorts, Owner may book reservations in any available unit during any time of year, provided that he has the requisite number of Club points for the desired reservations. Please note, however, that confirming a transaction through our Club Partners program for airfare, cruises, or car rentals is subject to factors such as the then-current rates, which rates are set by the airlines, cruise, or car rental companies and not the Company. Similarly, the number of Club points required to book reservations through IHG or RCI are set by the respective companies and fluctuate 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 Company's control. Upon review of Owner's usage history, we find that he has previously booked a reservation at the Company's Smoky Mountain Resort located in Gatlinburg, Tennessee; however, Owner later canceled this reservation on his own volition. We have no record of Owner depositing his Club points to utilize through the Club Partners program, IHG, or RCI.

Owner insinuates he was unaware that (i) he could only utilize current year Club points for the Club Partners program, and (ii) there is a fee associated with depositing Club points with IHG. Please note at the time Owner purchased the Ownership, he initialed section 4 of the Sales Pre-Confirmation Checklist which clearly discloses that:

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

Owner also initialed section 10 of the Sales Pre-Confirmation Checklist which clearly states "My/Our affiliate exchange fees range from $59 - $299 for each transaction." We therefore find that Owner received clear disclosures regarding his benefits.

Financial Obligations. Owner claims that the interest rate was not disclosed to him at the time of purchase. We dispute this claim. Once Owner advised the sales consultant that he wanted to purchase the Ownership, he was provided with a one (1) page Purchase Proposal setting forth the key terms of his 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 his understand of the same. We confirm that the Purchase Proposal executed by Owner clearly discloses that his interest rate is 15.95%. Only after Owner signed the Purchase Proposal were contract documents prepared for his review and execution. Owner executed all purchase documentation to complete his purchase, including without limitation, the Purchase Agreement, Promissory Note, Mortgage, Sales Pre-Confirmation Checklist, and Owner Clarification Form, all of which provide clear disclosure of Owner's financial obligations attendant to his purchase of the Ownership. In addition, the Closing Disclosures executed by Owner at the time he purchased the Ownership clearly discloses the total amount Owner will have paid over the term of his loan after making all payments of principal, interest, and loan costs as scheduled. Accordingly, we deny Owner's assertion that the total amount of interest applicable to the purchase was not fully disclosed to him at the time of sale. If Owner did not agree to the financial terms of his purchase, he was welcome to decline to purchase or to rescind his purchase within the statutory rescission period, which he did not do.

Cancelation/Refund. Owner requests cancelation and refund of the Ownership. Upon review of Owner's file, we find that Owner was provided with all disclosures required under applicable laws at the time of purchase, inclusive of his financial obligations and rescission rights and how to timely exercise the same. Owner, however, did not exercise his rescission rights and the contract he executed constitutes a binding obligation. Because we are unable to identify any evidence of wrongdoing on the Company's part and because Owner has outstanding mortgage obligations owed to the Company, we have determined that Owner is not entitled to, or otherwise eligible for, account cancelation and/or refund at this time and we respectfully decline his request for the same.

Owner's account is currently delinquent. The Company is required to accurately report delinquencies to Experian. To the extent Owner wishes to obtain assistance with maintaining his accounts current, we encourage him to contact our Capital Management Department by calling (800) 298-3706, in order to ascertain whether any assistance can be provided to him in that regard.

Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

Katherine M*******
Paralegal, Legal Services
Initial Complaint
Date:09/01/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have reached out to Holiday Inn several times several different ways and have not heard back. We did receive a response from them finally in June. They denied our request to cancel this ownership since we did not exercise the cancellation option and the period to do so has expired. The timeshare has only been used one or two times. Never for a dream vacation. The worst part of this ownership is multiple times we tried to book something, even months out, and they never found anything we needed or wanted. This timeshare has made it impossible to take vacations which is the exact opposite of what we bought it for. How were we supposed to know that we would have ths many problems when we signed the contract? It took some time for these problems to show and now the period to cancel is over. We have already had a negative experience with this company. This is a very frustrating experience.
Business Response
Date: 11/15/2022
*** BBB INFO ONLY ***

Please be advised that based on the nature of the allegations set forth in the complaint and Owner's prior correspondence, we have strong suspicions that Owner has enlisted the assistance of a third-party timeshare relief company. Due to the likely exit company involvement and the fact that we were unable to identify any wrongdoing on the part of the Company, we are not inclined to cancel Owner's Upgrade Ownership.
Business Response
Date: 11/15/2022
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 his first transaction with the Company on July 29, 2018, at which time he purchased an annual interest in the Orange *************** (the "Initial Ownership"), entitling him to ****** points per annum in the Company's points-based exchange program, the Holiday ******** ********* Thereafter, on March 10, 2020, Owner elected to trade-in the Initial Ownership and apply the accrued equity therein towards the purchase of an annual interest in the Orange *************** (the "Upgrade Ownership"), entitling Owner to ******* Club points per annum. Club points may be used to secure reservations at (i) any of the Company's twenty-eight (28) resort locations, (ii) thousands of resorts through the Company's exchange affiliate, RCI, and (iii) thousands of IHG-branded hotels worldwide through the Company's affiliate with IHG. Owner may also utilize his Club points through our ************* program towards airfare, car rental, cruises, and more. In addition to these benefits, the Upgrade Ownership entitles Owner to use the ******************************** Affiliate exchange ("II") which allows him to secure reservations at an additional three thousand (*****) locations around the world.

Availability / Usage. Owner claims that he has encountered issues with availability. Please note that it was fully disclosed to Owner at the time of purchase that all reservations are subject to availability and that if Owner is not able to secure his first vacation choice, an alternate choice may be required to confirm a reservation. To the extent that Owner was denied a reservation on the basis of availability, he was reminded that all reservations are subject to availability, and that it is best to book reservations as far in advance as possible in order to maximize his chances of securing his desired resorts and dates of travel. Upon review of Owner's usage history, we find that Owner has completed (i) two (2) reservations through the ************** program, and (ii) one (1) complimentary stay utilizing the benefits of his Club membership level. Owner has not utilized any of the additional benefits available through IHG, RCI, II or *************. We encourage all our owners to utilize the benefits available to them through their membership in the Club. Furthermore, please note that the utilization of the Upgrade Ownership, or the lack thereof, is not a legal basis for contract cancelation, nor does not invalidate the financial obligations Owner agreed to on the date of his purchase. Notwithstanding the same, if Owner would like additional assistance with utilizing the Upgrade Ownership, we suggest that he contact a Vacation Counselor at ************** who will be happy to provide support in that regard. It should be noted, however, that Owner's account is currently subject to use restriction as a result of the delinquencies thereunder. As such, Owner will be unable to secure reservations under his account until he brings his account current.

Rescission. Owner received copies of all executed contract documents at the time of each purchase and was afforded the rescission period to further review the contract documentation and to cancel the contract if he so desired. And while Owner expresses dissatisfaction with the timeframe afforded in which to cancel his purchases, we would like to make note that it is each state, and not the Company, that provides the purchaser with a period to review the contract documentation and the timeframe and mechanism by which the purchaser is required to exercise those rights. The Company has ensured that the purchaser's rescission rights are fully and conspicuously set forth in multiple locations in the contract documentation. Owner did not exercise his rescission rights in connection with any of his purchases and to the extent Owner was previously dissatisfied with the ************** program, he was under no obligation to augment his ownership portfolio by purchasing the Upgrade Ownership.

Cancelation / Refund. Owner claims that he previously contacted the Company requesting cancelation, but that the Company has not provided any support to his requests for assistance. 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. Our records confirm that Owner first contacted the Company in October 2021 requesting to cancel the Upgrade Ownership. At that time, Owner was advised that because he has outstanding obligations owed to the Company, the only way to relinquish his ownership would be through an independent sale to a bona fide third-party and subject to the Company's transfer requirements. Thereafter, the Company received a letter and email from Owner restating his request for cancelation. By Owner's own admission, the Company provided a written response to Owner in June 2022, at which time the Company advised that (i) Owner's request for cancelation was outside of his rescission period, (ii) the documentation executed by and provided to Owner at the time of purchase is in order, and (iii) that he was provided with all the requisite documents setting forth the terms and conditions of his Upgrade Ownership. As such, his requests for cancelation were denied.
Notwithstanding the same, Owner restates his request to be relieved of his obligations attendant to the Upgrade Ownership and a refund of the monies paid. Based on the reasons set forth above, and because we are unable to identify any evidence of wrongdoing on the Company's part, we reaffirm that Owner is not entitled to account cancelation and/or refund and we respectfully decline his request for the same.

Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

***************************
Paralegal, Legal Services
Customer Answer
Date: 11/24/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I, ***********************************, vehemently reject this cookie cutter response from the holiday inn club vacations. It just so happens I also just read an article this morning that reminded me of my situation linked here: **************************************************************************************************************************************************************************************************************************************************************** about another military couple selling a product to a military family under fraudulent circumstances.

First, let me address another thing that came to mind. In a response from the company to a letter I sent in about my issues with how I was sold this timeshare, the company stated something along the lines of this timeshare product's value comes from vacation experiences and not an actual monetary investment value. I'm reminded right now of this response as that is not at all what the salesperson stated in selling this product. This timeshare product was sold as an actual investment and not an investment in a positive experience. Even if that was the selling point, this has never been a positive experience.

Another shady business practice that now comes to mind is that the company specifically put this contract in my former spouse's name as the primary borrower, *********************. This was weird to me then and makes sense now because most businesses always put me as the primary borrower and not just a co-signed because I was always the one with the most income. It seems to me this was done intentionally with the military lending act of 2006 in mind. This timeshare may have been listed as being under 36% apr, but with the contract fee (which I was never expecting or knew about when I first received it) and the yearly maintenance fee (to which the actual cost was not fully listed), this contracts annual percentage rate may be over 36%. This would be a violation of the **** The arbitration clause of the contract is also present in this timeshare contract and that would also be a violation of the **** Usually, when I take out a car loan or personal loan, they acknowledge the military lending act provisions to military families. I cannot find any such documentation in the holiday inn club vacations timeshare contract.

Furthermore, while holiday inn club vacations claims to allow the voiding of the contract within a certain timeframe, which passed, that timeframe is well before a first payment and any realization of the actual costs of the timeshare.

I feel like my ex-spouse and I were taken advantage of as a military family, possibly against the Military Lending Act. This company has made a lot of money off of my ex-wife and I without having to provide anywhere close to an equal amount of services provided.

At this time, HICV is not providing a favorable resolution to this matter. How many military families have been taken advantage of in the way **** has taken advantage of my own family.
Business Response
Date: 12/20/2022
*** BBB INFO ONLY ***

Please be advised that based on the nature of the allegations set forth in the complaint and Owner's prior correspondence, we have strong suspicions that Owner has enlisted the assistance of a third-party timeshare relief company. Due to the likely exit company involvement and the fact that we were unable to identify any wrongdoing on the part of the Company, we are not inclined to cancel Owner's Upgrade Ownership.
Business Response
Date: 12/20/2022
We have received the rebuttal complaint filed by **************** ("Owner").

Owner states 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. Specifically, Owner executed the Owner Clarification Form at the time of each purchase and initialed the provision that provided that the timeshare interest(s) 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." Accordingly, we deny Owner's assertion that he was advised to the contrary.

Owner also vaguely claims that his experiences with the Company have not been positive. Owner, however, has failed to offer any specifics regarding the same. As such, we cannot comment on the same with greater specificity. Notwithstanding the same, upon review of our records, we find that Owner has utilized his purchases to complete reservations at three (3) of the Company's resort locations. Out of the three (3) reservations, Owner presented a concern on one (1) instance regarding the cleanliness of his unit. Upon being advised Owner's concerns, we had the unit re-cleaned, provided Owner with a $50 credit to use while on property and apologized to Owner for the inconvenience. 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 in this instance, which we believe to be an aberration and not indicative for how each resort is maintained on a regular basis.

Owner references the Military Lending Act ("MLA") in relation to the secured loans at issue. Firstly, please be advised that at the time of each purchase, Owner was required to meet with a ***************** Officer ("***") who assisted him with the execution of the contract documents and confirmed he had a full understanding of the terms and conditions associated with each ownership. In connection therewith, Owner was afforded as much time as he desired to review in detail all of the documents prior to signing and to ask for clarification regarding anything he did not fully understand, including without limitation, questions regarding who would be the primary owner in connection with each respective purchase. If Owner had determined that he wished to be the primary owner instead of his wife, he had the opportunity to request the same at the time of each purchase. It should further be noted that Owner executed a Loan Application at the time of each purchase, wherein he and/or his wife designated him as the co-applicant to each respective loan by filling out his name in said section. Notwithstanding the same, if Owner required additional explanation or more time to review the documents, the *** would have been happy to provide him with the same. Instead, Owner affirmatively advised the *** that he understood the terms of purchase and acknowledged that his wife would be the primary to the loan under each ownership through his execution of the purchase documentation.

Secondly, please note that the Company's timeshare interests are sold as real estate under Federal law and are not applicable to the **** calculation of 36% in accordance with Title 32 CFR 232.4(c). The Truth in Lending Act defines the real estate sales transaction model for which the Company qualifies under 15 USC 1602:

(w) "The term "dwelling" means a residential structure or mobile home which contains one to four family housing units, or individual units of condominiums or cooperatives."

(x) "The term "residential mortgage transaction" means a transaction in which a mortgage, deed of trust, purchase money security interest arising under an installment sales contract, or equivalent consensual security interest is created or retained against the consumer's dwelling to finance the acquisition or initial construction of such dwelling."

The ************************************ ("CFPB") states that loans secured by property being purchased are not covered under the **** CFPB Regulation under 12 CFR ******** specifically excludes as Mortgage Loan Originator "an individual or entity solely involved in extensions of credit related to timeshare plans, as that term is defined in 11 U.S.C. 101(53D)." Owner's loan was secured solely by the timeshare real estate property that was purchased. Federal law is clear that if a loan is extended for the purchase of any property (real or personal) and the loan is secured by the property in question, then MLA does not apply. Regardless of the unfounded reliance on the **** the annual percentage rate on Owner's loan secured by the real estate does not exceed 16.460%.

Owner also states that the inclusion of the Arbitration Clause in the Purchase Agreement "violates the ****" Owner has never been required to participate in arbitration. Section 17 of the Purchase Agreement specifically provides arbitration as an option only. Owner can choose to elect arbitration or he can opt out.

Owner further expresses dissatisfaction with the timeframe afforded in which to cancel his purchase. We would like to make note that it is each state, not the Company, that provides the purchaser with a period to review the contract documentation and the timeframe and mechanism by which the purchaser is required to exercise those rights. The Company has ensured that the purchaser's rescission rights are fully and conspicuously set forth in multiple locations in the contract documentation. Owner did not exercise his rescission rights in connection with any of his purchases.

Upon receipt of Owner's rebuttal, we again conducted a thorough investigation of his accounts and re-verified that his contract documents were duly executed and that he received all requisite disclosures applicable to his purchases, including instructions on how to timely request cancelation of his 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 his claims of misrepresentation, we stand by our initial response and our position remains unchanged.

Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

***************************
Paralegal, Legal Services
Initial Complaint
Date:09/01/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I get frustrated every time I think about how much I must pay for the timeshare, and I don't get half of what I was told I'd receive. When I was sold the timeshare initially, I told the salesman how I normally book my vacations with my family around work. I told him how I travel to NY, LA, DC, TX and other places. He said that's fine, and I can use rci points to book my hotel, flights, rental, etc... I found out that was a lie with the points I have (70,000 annually). I pay about $4000 annually towards the timeshare. With that I can take a trip to Orlando that would cost $1500- $2000 out of pocket. It would have been cheaper for me to save the money I spend every month and go on a nicer vacation to somewhere I want to go (like out of the country). I was told how I'd be saving money with this timeshare... I was young, dumb and excited about vacation, because I just got home from a deployment.

I called a few times to figure out a way to cancel the timeshare since no trip I wanted could get booked... I was on hold for 2.5 hours and the manager was yelling and arguing with me as if he was the one who sold me the timeshare. He was treating me as if I was lying to him. Every time I call, I can never get a resolution. The dispute team is so rude and I never get to speak with someone who may be able to help within an hour. I HAVE PAID OVER $19,000 to date... I can't go anywhere I want to go.

I'm at the point now that I am just going to stop paying. I just bought a house and car, so I do not care if my credit takes a hit. At worst, I'll just have to wait 7 years for it to drop off my credit. I am tired of throwing money out of the window.
Business Response
Date: 11/17/2022
Business Response /* (1000, 10, 2022/10/03) */
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 attended the Company's timeshare sales presentation on January 22, 2019, at which time he elected to purchase an annual standard beneficial interest in the **************** Trust (the "Ownership"). The Ownership entitles Owner to 70,000 points per year in the Company's points-based exchange program, the Holiday Inn Club ("Club"). Owner *** utilize his Club points to secure (i) reservations at any of the Company's twenty-eight (28) resort locations; (ii) reservations at thousands of resorts through the Company's exchange affiliate, RCI; (iii) reservations at thousands of IHG-branded hotels worldwide through the Company's affiliation with IHG; and (iv) airfare, car rentals, cruises, and more through the Company's Club Partners Program.

Financial Obligations. Owner expresses dissatisfaction with the financial obligations attendant to the Ownership. Please be advised that once Owner advised the sales consultant that he wanted to purchase the Ownership, he was provided with a one (1) page Purchase Proposal setting forth the key terms of his purchase, including, without limitation, the purchase price, amount financed, term of loan, monthly payment, maintenance fees and interest rate, in order to confirm his understanding of the same. Only after Owner signed the Purchase Proposal were contract documents prepared for his review and execution. The financial obligations were again fully disclosed in the contract documentation subsequently executed by Owner. If Owner did not agree to the financial obligations or any of the terms associated with the Ownership, he was welcome to decline to execute the contract documents or to rescind his purchase within the statutory rescission period.

Owner further questions the benefit of vacation ownership in comparison to booking rentals through third parties. When Owner attended the Company's timeshare presentation, he was advised of the various benefits of the Company's Club program listed above. Individuals not enrolled in the Company's Club program are not afforded with such benefits. Over time, timeshare owners can spend less on timeshare ownership than they would spend to book individual vacations. According to the American Resort Development Association, a purchase of timeshare could save up to $14,000 over a period of ten (10) years as compared to what it would cost to rent two (2) hotel rooms for one (1) week each year in the same location. This is because most timeshares feature private bedrooms, and it is more cost effective for owners with a larger group or family to stay in one spacious unit than to book multiple hotel rooms. Timeshares can also help save money on dining costs because most timeshares are equipped with kitchens. These are just a few examples of how owning a timeshare can save money. At each presentation we advise our purchasers that there are multiple benefits to owning timeshare and the value associated with a timeshare purchase is derived from the use of the timeshare itself. It is within the discretion of each individual purchaser to decide whether the offers presented constitute good offers at the right price based on his or her travel needs.

Club Points. Owner claims he has not received the benefits he was promised. As a member in the Club, Owner may utilize his Club points in the manners stated above, including through RCI. In connection with the Company's resorts, Owner may book reservations in any available unit during any time of year, provided that he has the requisite number of Club points for the desired reservations. Please note, however, that confirming a transaction through our Club Partners program for airfare, cruises, or car rentals is subject to factors such as the then-current rates, which rates are set by the airlines, cruise, or car rental companies and not the Company. Similarly, the number of Club points required to book reservations through IHG or RCI are set by the respective companies and fluctuate 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 Company's control.

To the extent that Owner contacted RCI directly and was denied availability in connection with a requested reservation, we have no record of the same and suggest Owner contact RCI in that regard as the Company does not control or operate RCI, nor does it have access to RCI's records. We can advise that there are numerous RCI locations (including in the areas Owner listed in the complaint) and Owner's Ownership provides him with access to the same. Many of our owners are able to secure reservations through RCI. It should be noted that Owner was expressly advised at the time of purchase that all reservations, including reservations through RCI, are subject to availability. The sales consultants show prospective purchasers real time examples of reservations that are available at the time of purchase, including the amount of Club points required to secure the same, but they do not guarantee that reservations will be available every time an owner wishes to travel. We therefore encourage Owner to book reservations as early as possible to maximize his chances of securing desired reservations. Upon review of Owner's usage history, we find that Owner has not utilized his Ownership. To the extent Owner is experiencing difficulty utilizing his Ownership, we encourage him to contact a Vacation Counselor at **************, who will be happy to assist in that regard.

Customer Service. Owner claims that the Company's agents have exhibited "rude" behavior towards him. Owner further states that he has previously contacted the Company requesting cancelation and did not receive support in this regard. 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. Please note that we have no record of Owner previously presenting concerns regarding the customer service provided by our agents. Notwithstanding the same, we sincerely apologize to Owner to the extent he felt that our agents were discourteous to him during any phone calls, which we certainly do not condone such behavior. Furthermore, our records show that Owner spoke with the Company on two (2) occasions in June 2021 requesting to cancel his Ownership. We find that on each occasion, Owner was advised that (i) he does not qualify for the Company's Horizons Program because of his outstanding mortgage obligations, and (ii) if he does not wish to retain the Ownership, he can elect gift, bequeath, or independently sell the Ownership to a bona fide third party, subject to the Company's transfer requirements. Additionally, we find that Owner was educated on the best ways to utilize his Ownership should he elect to retain the same.

Cancelation. Owner requests cancelation and refund of the Ownership. Upon receipt of the complaint, 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 to Owner. Instead, we find that Owner willfully entered into his agreement with the Company after full disclosure of all applicable terms and conditions, including without limitation, his rights, benefits, obligations, and rescission rights thereto. Since, Owner's rescission period has long expired, his cancelation request is untimely. Accordingly, Owner is not entitled to, nor eligible for, cancelation or refund. As such, we hereby respectfully decline his request for the same and Owner remains liable for the financial obligations to the Ownership. To the extent Owner elects to forego remitting further payments, the Company is required to report delinquencies to the credit bureau and extended delinquencies *** ultimately lead to foreclosure.

Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

Katherine M*******
Paralegal, Legal Services
Initial Complaint
Date:08/31/2022
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 had enough with Holiday Inn/Orange Lake and want to file a complaint. We purchased the timeshare on April 16, 2017, while we were on a family vacation. We sat through the presentation and then took a tour of the grounds. Then we went back and watched a video. From that point, we were taken to separate cubicles. The rep went over the points system and the way to use them. He told us that we would be able to rent it out and/or sell the timeshare back to Holiday Inn if we ever wanted to get rid of it. When we started using it, we found out we had to pay $60 every time we booked. At this point, we started to see about canceling the timeshare or selling it back to Holiday Inn. We were told NO on both options. The timeshare has been a nightmare because they lied to us about buying it back, and we are struggling financially. We have tried to talk with Holiday Inn, but they have no mercy. Plus they just want to accuse us of wild accusations of working with 3rd parties because we are calling them out on their lies! Things are different after the purchase. We want to cancel this contract with Holiday and its financial obligations. We want a refund of the money we have paid Holiday Inn.
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 Mr. ****** ("Owner"). We appreciate the opportunity to respond to the concerns set forth therein.

Our records show that Owner attended the Company's timeshare presentation on April 16, 2017, at which time he purchased a biennial timeshare interest located at Orange Lake Resort in Kissimmee, Florida (the "Ownership"), entitling him to 105,000 points every odd year in the Company's points-based exchange program, the Holiday Inn Club ("Club").

Rental. Owner claims that the Company advised him that he could rent his Ownership to cover the cost of his financial obligations. Please be advised that the Company does have a rental program for owners who own inventory in the Orange Lake Resort. To the extent Owner would like to receive information on how he can rent his Ownership through the Company's rental program, he may contact a Club Counselor at ************** for assistance in that regard. It should be noted, however, that owners are not guaranteed that attempts to rent their timeshares through said program will be successful and/or will result in profit. Furthermore, any such rental is subject to the terms of a separate rental agreement to be entered into by the Company and an owner upon the owner's determination that he would like to submit his or her ownership for Company rental. In addition, at the time of purchase, Owner initialed and signed the Owner Clarification Form where he expressly acknowledged that he purchased the Ownership "(i) for personal use and enjoyment and that we are not purchasing with an expectation of receiving any income from rental or profit from the resale of our Interval Ownership Interest and (ii) the market for resale or rental of Timeshare Interest is poorly established."

Buy Back. Owner further claims that the Company advised him that we would buy back his Ownership if he determined that he no longer desired to retain it. We dispute this claim. The Company does not currently, nor has it ever, offered buy-back and/or resale services. It was fully disclosed to Owner in the Purchase Agreement that the Company would not provide Owner with assistance with such endeavors, and Owner was not advised otherwise. Notwithstanding the foregoing, Owner is not prohibited from selling his timeshare interest to a bona fide third party in accordance with the Company's transfer requirements, subject to any mortgage(s) he has 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 maintenance 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 Owner has not fulfilled the mortgage obligations applicable thereto.

Reservation Fee. Owner expresses dissatisfaction with the fact that there is a reservation fee when booking Club reservations. Please be advised that all financial obligations attendant to the Ownership were fully disclosed to Owner at the time of purchase. The exchange fees, reservation fees, Club membership fees and other fees applicable to the usage of the Ownership were fully disclosed in the Sales Pre-Confirmation Checklist executed by Owner at the time of purchase, as well as in the Member Guide provided to Owner at the time of purchase. If Owner determined that the fees or any of the financial obligations attendant to the Ownership were not acceptable to him, he was welcome to decline to execute the contract documents and/or to rescind his purchase within the statutory rescission period, which he did not do.

Cancelation / Refund. Owner claims that he has previously contacted the Company requesting cancelation, but that the Company has not provided any support to his requests for assistance. Our records confirm that Owner has previously contacted the Company requesting cancelation via (i) telephone calls, (ii) email, (iii) an American Resort Development Association ("ARDA") complaint, and (iv) a Business Consumer Alliance ("BCA") complaint. The Company responded to Owner's ARDA complaint advising that he was (i) outside of his rescission period, rendering his cancelation request untimely, (ii) he has outstanding obligations owed to the Company, and (iii) we found his purchase documents to be in order, signed and acknowledged by him, agreeing to the terms and conditions therein. Moreover, the Company also responded accordingly to the BCA complaint advising Owner to submit his concerns via the Better Business Bureau. Lastly, the Company provided a written response to Owner's email dated July 11, 2022, wherein we reaffirmed our position from the ARDA response. We therefore find that Owner's account has previously been reviewed on a number of occasions and he is well aware of the Company's position regarding the same.

Notwithstanding the same, Owner restates his request to be relieved of his obligations attendant to the Ownership and a refund of the monies paid. Regardless of any engagement of a timeshare relief company by Owner, we have reviewed Owner's allegations with an open mind, and we have thoroughly evaluated the merits of his claims. In doing so, we have re-confirmed that the documentation provided to Owner at the time of purchase is in order and that he executed and acknowledged all requisite disclosures applicable to his purchase, which clearly identify the terms and conditions of his Ownership. Furthermore, Owner has outstanding loan obligations owed to the Company and is not otherwise eligible for contractual relief. For these reasons, we reaffirm our decision to decline Owner's request for account cancelation and/or refund.

We do understand that financial hardships arise. 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. Should Owner allow his account to remain delinquent, it will be reported to the credit bureau, which may negatively impact Owner's credit, and may ultimately lead to foreclosure.

Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

Katherine M*******
Paralegal, Legal Services
Initial Complaint
Date:08/31/2022
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.
Do not buy an ownership with this company. Our time with them has been beyond frustrating. We have sent the company a letter asking for our ownership to be ended so we could move on from this experience. Unfortunately, they denied our request and told us there was nothing they would do for us. We have experienced hidden costs, fees to book, and restrictive days. We mentioned all this to Holiday Inn and they cared to tell us back was there was nothing they would do and reminded us of making a payment to them. Why? Why would we continue to be owners of this company that has lied to us? Why continue to pay this company that offers us no help? The rooms are 3-star at best and even some rooms were missing appliances. We have spent a small fortune to take a vacation with this company. There are better ways to take trips that do not have nearly as many restrictions. We just want to end our ownership with this company and move on.
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 your office by Ms. ******* ("Owner"). We appreciate the opportunity to respond to the concerns set forth therein.

Our records show that Owner entered into her first purchase transaction with the Company on April 29, 2017, at which time she purchased a biennial timeshare interest at the Tropical Breeze Resort, located in Panama City, Florida (the "Initial Ownership"). The Initial Ownership entitled Owner to 130,000 points every odd year in the Company's points-based exchange program, the Holiday Inn Club ("Club"). Thereafter, on December 30, 2018, 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 150,000 Club points per year. Club points *** be utilized 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.
Hidden Fees. Owner claims that the Company failed to disclose all the fees attendant to our program at the time of purchase. This is untrue. The Company discloses all fees to prospective purchasers at the time of purchase. Our sales consultants exercise care in explaining the costs associated with timeshare ownership. It is important to the Company that purchasers have a complete and accurate understanding of the same. To that end, the Company provides purchasers with the Purchase Agreement, Promissory Note, Owner Clarification Form, Closing Disclosure, and Sales Pre-Confirmation Checklist memorializing the fees associated with each purchase. As such, Owner was provided clear disclosure of the internal fees for securing reservations at the Company's twenty-eight (28) resort locations, as well as the external exchange fees charged for securing reservations through RCI. The Sales Pre-Confirmation Checklist also clearly discloses the two (2) to one (1) conversion ratio for utilizing Club points to secure reservations through RCI and the five (5) to four (4) conversion ratios for depositing Club points with the IHG One Rewards program, as well as the fact that there are fees payable in connection with the same. Additional disclosure is provided in the contract documentation executed by Owner as well as in the Member Guide provided to her at the time of each purchase.

Restrictions. Owner claims that there are "restrictive days" and/or "restrictions" when she has attempted to utilize her benefits. Firstly, please be advised that the Company does not have restricted and/or black out days. Secondly, provided that (i) Owner has the requisite number of Club points for the requested reservation, (ii) her accounts with the Company are current, and (iii) she abides by the applicable booking windows, then Owner is not prevented from securing reservations. Please also note that Owner executed the Owner Clarification Form which expressly provides that from time to time she may be required to make alternative choices to confirm a reservation if her first choice is not available. Upon review of Owner's usage history, we find that Owner has (i) transferred approximately 347,200 Club points towards IHG, which points-so deposited never expire, and (ii) completed four (4) Club reservations. To the extent that Owner was denied a reservation on the basis of availability, she was reminded that all reservations are subject to availability, and that it is best to book reservations as far in advance as possible in order to maximize her chances of securing her desired resorts and dates of travel. Notwithstanding the foregoing, if Owner is experiencing difficulty securing reservations, we encourage her to contact a Vacation Counselor at **************, who will be happy to assist in that regard. It should be noted, however, that Owner's account is currently subject to use restriction as a result of the delinquencies thereunder. As such, Owner will be unable to secure reservations under her account until she brings her accounts current.

Accommodations. Owner claims that while traveling to the Company's resorts, she has experienced issues with the accommodations received. Please note that the Company has no record of Owner raising concerns during her stays; however, we apologize to Owner to the extent that the Company failed to meet her expectations in this regard. 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.

Cancelation / Refund. Owner claims she previously contacted the Company requesting cancelation, but that the same was denied. Our records show that Owner has previously contacted the Company's Horizons Department seeking surrender of the Upgrade Ownership. Owner was advised that she has an outstanding mortgage owed to the Company, and as such, the only way to relinquish her ownership would be through an independent sale or gifting the interest to friends/family, subject to the Company's transfer requirements. Thereafter, the Company received correspondence from Owner containing similar grievances and the Company provided a written response advising that (i) the documentation executed by and provided to Owner at the time of purchase is in order, and (ii) that she was provided with all the requisite documents setting forth the terms and conditions of her Upgrade Ownership. As such, her requests for cancelation were denied.

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 re-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 and we respectfully decline her request for the same.

Owner's account is 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. Should Owner allow her account to remain delinquent, it will be reported to the credit bureau, which *** negatively impact Owner's credit, and may ultimately lead to foreclosure.

Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

Katherine M*******
Paralegal, Legal Services

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