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

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

If you've experienced an issue

Submit a Complaint

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:08/25/2022
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.
Called to change my reservation for work and was asked to do a quick survey for 500 points which I agreed. I was transferred to what I thought was someone affiliated with IHG rewards. I answered the questions and then was told about a special promo where I could get 4days/3nights at one of 12 locations for $249. All I had to do was take a 2 hour tour of the facility. I was at work during this call trying to finish and it sounded like a nice discount for 2 hours of my time. I agreed. Then when the email came I saw it was for a timeshare sales presentation. I must have missed that in the phone call because I would have never agreed to any of it. I will never in my life do a timeshare and therefore it would not even be worth my time. The only resolution to this would be a refund.
Business Response
Date: 10/17/2022
Business Response /* (1000, 9, 2022/09/06) */
Contact Name and Title: Joann A*****
Contact Email: [email protected]
Good Afternoon,

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

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

The Company has contacted Mr. ****** regarding his concerns, and we are happy to report that we have come to a mutually agreeable resolution of the Complaint with him.

Sincerely,

Joann A*****
Manager-Paralegal
Holiday Inn Club Vacations Incorporated
[email protected]
Initial Complaint
Date:08/25/2022
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 got a timeshare with Holiday Inn Resorts in 2013. I called to cancel it after purchasing it. They gave me a hard time and no way out, which is opposite of what the sales person told me. They foreclosed on the timeshare over seven years ago and sold it. They are still reporting it on ******** and it's way past seven years. This has caused me much harm. They keep re=aging the account which is against the law
Business Response
Date: 12/01/2022
Business Response /* (1000, 9, 2022/09/23) */
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 first entered into a transaction with Silverleaf Resorts, LLC ("Silverleaf") on May 10, 2015, wherein she purchased a Silverleaf Sampler Plus prepaid vacation package to experience Silverleaf ownership on a trial basis. Thereafter, Owner elected to purchase an annual fixed-week timeshare interest at the Lake O' the Woods Resort located in Flint, Texas from Silverleaf on September 20, 2015 (the "Ownership"). Please note that while Silverleaf was acquired by an affiliate of the Company in 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. Therefore, all of Owner's purchases occurred with Silverleaf directly. We have no record of Owner purchasing a timeshare interest directly from the Company, nor purchasing a timeshare interest in 2013 from Silverleaf as she claims.

Owner asserts that the Silverleaf sales personnel advised that she could cancel her purchase if she no longer desired to retain the same. We dispute these claims. Please be advised that Silverleaf did not, nor has it ever, offered buy-back, rental, and/or resale services. Furthermore, Silverleaf did not advise owners as to the ease of transferring a timeshare interest on the secondary market nor did its sales consultants opine as to the ease of securing third party purchasers. At the time of her purchase of the Ownership, Owner initialed Paragraph 4 of the Owner Confirmation which states "no promises were made to me as to buy-back, resale, opportunity for rental income or investment potential."

The complaint further states that Owner called to cancel the Ownership after purchasing. Please note that Owner was provided with clear disclosure at the time of sale that her statutory rescission period to cancel was before the sixth day after the date she signed the contract. It was also clearly disclosed that her rescission request must be provided via written notice. Upon review of Owner's communication history, we are unable to locate a record of her calling and/or providing a written notice to cancel her Ownership within her statutory rescission period thereto. Instead, we find that a Silverleaf agent contacted Owner on September 23, 2015 (i.e., within Owner's statutory rescission period), to check-in with Owner and that Owner advised that she was happy with her purchase. Furthermore, we think it is important to note that in February 2016, Owner entered into another purchase transaction with Silverleaf to upgrade the Ownership, but later exercised her rescission right with the delivery of a written notice. We therefore find that Owner was well aware of the rescission period disclosures and how to appropriately exercise the same.

Owner claims that the Company foreclosed on the Ownership seven (7) years ago. This is inaccurate. Contrary to Owner's assertions, the Company foreclosed on the Ownership in May 2017 (i.e., five (5) years ago). Owner further expresses concern regarding the reporting of the foreclosure. It should be noted that because Owner defaulted on her financial obligations, the foreclosure action is the course that the Company took to reclaim title of the Ownership and therefore, Owner's credit will reflect such action. Notwithstanding the same, upon receipt of the complaint, we have reviewed Owner's credit and can confirm that the Company has not re-aged the account as Owner claims. Instead, the Company has reported the foreclosure accordingly and we find that no errors were made in connection therewith. Therefore, we find that no modification to the reporting is warranted at this time.

Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

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

Consumer Response /* (3000, 11, 2022/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, I must say that I was in error when I stated that I purchased the product in 2013. I did not say that the foreclosure happened 7 years ago I stated that it was 7 years since the purchase and default which should have happened in 2015 if ever. I did not make payments because I requested cancelation. The respondent stated that the foreclosure happened 5/2017 but clearly on my credit report it shows that foreclosure is marked in 4/2017. I see where my credit report shows that payment was made on time from 12/2015 - 5/2016 that is not correct, I want to see proof of those payments. The respondent states that in 2/2016 I entered into a new contract but exercised my right through written notice for rescission. I assert that this letter of rescission was written for the product purchased in 5/2015. I want to see proof of a new contract along with the letter that I sent. I did request that the 2015 contract be canceled in a timely manner. I did not attempt to purchase a new product, and I did not pay on the product for the time listed on my credit report as paid on time. I believe that the respondent is using best estimates since there was a major transition with their company in 2015 at which time my records were misrepresented. There are no records from on my report for 5/15-11/15. I will accept the respondent's notice if they can provide proof of all of the payments I supposedly made as noted on my credit report and proof of a second purchase and letter of rescission. This organization have made its millions upon the backs of unsuspecting people who are duped into purchasing through cunning schemes and high pressure tactics. They have lawyers on staff that fight to hold defenseless persons hostage to something they never intended to purchase. There are many claims against them that testify to the very thing that I am saying here.

Business Response /* (4000, 16, 2022/10/24) */
We have received the rebuttal complaint filed by Ms.****** ("Owner").

Pressure. Owner characterizes Silverleaf and/or the Company's sales presentations as "cunning schemes" and claims that "high pressure sales tactics" are utilized in connection therewith. We dispute Owner's characterization of Silverleaf and/or the Company's sales presentations. Please note that while Silverleaf no longer engages in conducting sales presentations, when it was, Silverleaf's sales consultants did not force prospective purchasers to make a purchase, nor do the Company's sales consultants. Please be advised that all sales presentations, whether sponsored by Silverleaf or the Company, are voluntary. As such, if Owner does not wish to attend additional sales presentations in the future, she is welcome to decline any invitations or offers extended to her in connection therewith. Furthermore, Owner was under no obligation to enter into a purchase transaction with Silverleaf. If Owner did not want to make a purchase, she should have advised the sales consultant or the Verification Officer of the same and refused to execute the purchase documentation agreeing to the terms and conditions for each respective purchase. To the contrary, Owner affirmatively advised the Verification Officer that the terms and conditions were acceptable to her, and she proceeded to execute the contract documents. So, while it may be the case that Owner arrived at each respective sales presentation without the intention of entering into a purchase contract, by the conclusion of each respective presentation she concluded that she wanted to enter into her purchase. We find it unlikely that Owner would have attended additional sales presentations with Silverleaf if she was subjected to such high-pressure sales tactics.

Rescission. Owner claims that the "letter of rescission was written for the product purchased in 5/2015." As previously stated, in May 2015, Owner purchased a Silverleaf Sampler Plus prepaid vacation package (the "Sampler Package"). The terms of the Sampler Package included the requirement that Owner attend a timeshare sales presentation during the course of the reservation secured under the Sampler Package. Our records reflect that Owner redeemed the Sampler Package for a September 2015 reservation at the Piney Shores Resort located in Conroe, Texas. While vacationing, Owner attended the timeshare presentation on September 20, 2015, and elected trade-in the Sampler Package and applied the accrued equity therein towards the purchase of her first timeshare interest with Silverleaf (herein after, referred to as the "Initial Ownership"). Therefore, we reject Owner's assertion that the February 2016 cancelation request letter the Company received was for the Sampler Package when the same was utilized and subsequently traded in.

It should also be noted that the September 2015 purchase transpired in Texas, and as such, Owner received clear disclosure that she was afforded the opportunity to cancel the Initial Ownership "before the sixth day after the date you sign the contract." Accordingly, the last day for Owner to exercise her rescission rights for the Initial Ownership was September 25, 2015. Silverleaf and the Company abide by the rescission period established by applicable laws and had Owner requested contract rescission in writing within the rescission period, Silverleaf and/or the Company would have immediately canceled the Initial Ownership. We have no record of receiving a written notice within the statutory rescission period thereto. Because Owner did not exercise her rescission rights under the Initial Ownership, her contract constituted a binding obligation. We thereby dispute Owner's assertions that Silverleaf and/or the Company would hold her or any other owner "hostage" to their contract when full disclosure of the rescission period is provided at the time of each respective sale.

Owner further claims that she did not enter into a secondary timeshare purchase with Silverleaf on February 5, 2016. Despite Owner's assertions, we have evidence to the contrary and as such, we find Owner's claim regarding the misrepresentation of her records to be simply without merit. Our records confirm that Owner executed purchase documents to trade-in the Initial Ownership for the purchase of an annual fixed-week timeshare interest at the Piney Shores Resort located in Conroe, Texas (the "Upgrade Ownership"). Under the Upgrade Ownership, Owner's last day to exercise her rescission rights was February 10, 2016. While we are unfortunately unable to locate a copy of the rescission letter, our records clearly reflect that written notice was received during the statutory period of the Upgrade Ownership and as such, the Company abided by processing the request accordingly. It should be noted, however, that once the Upgrade Ownership was rescinded, Owner was placed in her original ownership status prior to the purchase of the Upgrade Ownership. As such, her the Initial Ownership was reinstated, and the agreements previously executed by her in connection with the same were reinstated. Owner was required to abide by the terms and conditions originally agreed for the Initial Ownership, including without limitation, the financial obligations thereto.

Credit / Payments. Owner continues to make repeated challenges with regard to her credit reporting. We maintain that Owner's Ownership was foreclosed upon in May 2017 and our records show that April 2017 was the last month the Company reported Owner's account as open and delinquent. Owner now also disputes the payments reflected on her credit report between December 2015 and May 2016. Our records confirm that four (4) mortgage payments were made by the owners of record during this timeframe. To the extent Owner wishes to provide proof of her claims to the contrary, we will be happy to review the same.

Pursuant to Owner's request, we will mail her a payment history reflecting her payments for the Initial Ownership as well as a copy of the purchase documents for the Upgrade Ownership. Owner should receive the same within ten (10) business days. Notwithstanding the same, we restate that the Company has thoroughly investigated Owner's credit and we reaffirm that no errors in the reporting were found. Therefore, we maintain that no modification to the reporting is warranted at this time.

Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

Katherine M*******
Paralegal, Legal Services
Initial Complaint
Date:08/24/2022
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 really been fooled and misled by Holiday Inn and we would be so grateful for the complany to let us out of our timeshare at this time. We never used the timeshare until summer of 2018 when we were told would be offered a free stay to come to an Ownership presentation for them to inform us on the different ways to use our timeshare. They offered breakfast and cash to attend although it didn't seem like we had a choice to attend or not. During the presentation they convinced us that we wouldn't get much use out of the timeshare with the number of points we currently had and they got us to upgrade saying the they had a "special" "one-time" price that they would give us only because we missed the previous ownership presentation because ****** was on a deployment in Afghanistan. They tried to make it seem like we would getting a good deal to thank ****** for her service. This meeting ended up lasting 5 hours even after letting them know that our minor child was still in our
hotel room. They told us that we could travel internationally with our new contract and that we could rent out the point or even stack points to get more luxurious vacations. They also signed us up for an IHG credit card so that we could get points for paying for the timeshare payments with the card. We are not happy with this and we would really appreciate it if Holiday Inn refunded us and ended this ownership.

***********************
Business Response
Date: 12/22/2022
Business Response /* (1000, 12, 2022/10/31) */
Dear Mrs. *******:
Thank you for contacting Holiday Inn Club Vacations Incorporated (the "Company") in
connection with the complaint filed by ******* and ****** ****** ("Owners"). We appreciate the
opportunity to respond to the concerns set forth therein.
Our records show that Owners first entered into a transaction with the Company on December 27,
2016, wherein they purchased an annual timeshare interest at the Orange Lake Resort located in
Kissimmee, Florida (the "Initial Ownership"). The Initial Ownership entitled Owners to 62,000
points per year in the Company's points-based exchange program, the Holiday Inn Club (the
"Club"). On September 22, 2018, Owners attended another timeshare shales presentation and
elected to trade-in the Initial Ownership and apply the accrued equity therein towards the purchase
of an annual interest at the Desert Club Resort in Las Vegas, Nevada, entitling Owners to 154,000
points per annum (the "Upgrade Ownership"). Thereafter, on March 24, 2019, Owners entered
into their third transaction with the Company and purchased a standard beneficial interest in the
Orange Lake Land Trust, entitling Owners to 150,000 Club points per annum (the "Trust
Ownership," and collectively with the Upgrade Ownership, the "Active Ownerships"). The Active
Ownerships entitle Owners to 304,000 cumulative Club points per annum.
2018 Marketing Promotion. Owners claim in 2018 they were offered a free stay to attend a
presentation. To clarify, in June 2017, Owners were offered a marketing promotion, the terms of
which provided Owners with a 4-day/3-night mini vacation for a purchase price of $249. Owners
were advised that they would receive $249 cash back once they attended the Company's timeshare
presentation during the course of their mini vacation. However, the mini vacation could only be
used within one (1) year from the date of purchase. It should be noted that Owners agreed to the
terms and purchased the mini vacation; however, they later elected not to utilize the same and as
such, the mini vacation expired in June 2018. Therefore, when Owners first traveled in September
2018, they booked their reservation by utilizing 53,500 Club points from their Initial Ownership,

Consumer Response /* (3000, 14, 2022/10/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for taking the time to respond back to our concerns. You stated you extended a DIL or Deed in Lieu over to us to surrender the property, but we never once received this offer. If we did, trust me we would've done so with no question. Is there anyway to just take advantage of this DIL offer now? We really are willing to do whatever it takes to get out of this. We would have never turned an option like this down had we received it.

Business Response /* (4000, 16, 2022/11/11) */
We have received the rebuttal complaint filed by ******* & ****** ****** ("Owners").

Owners claim that they never received the DIL offer and request the opportunity to surrender their Active Ownerships through the same. In the interest of customer service, we are willing to re-extend our offer of a DIL for each respective contract. Execution of the same will enable Owners to surrender the Active Ownerships to the Company, without refund. Once the DILs are fully executed, returned to the Company for processing, and have been recorded in the appropriate real property records, Owners will be released from further financial obligation in connection with the Active Ownerships. Please note that no monies are required to be paid by Owners if they wish to accept this offer, however, the execution and recording of the DILs may have a negative impact on Owners' credit.

Because this is a time sensitive matter, we request that Owners advise the undersigned that they accept the DIL offer by emailing the undersigned at ****************************** within ten (10) business days from the date hereof. Upon receipt of such acceptance, we will resend the DILs to Owners' attention at the address referenced in the complaint for execution. Please note, however, that if we do not receive a response from Owners, and/or Owners subsequently fail to timely return the executed DILs to the Company, it will be assumed that they have chosen to forego the DIL option, and the Company will not be required, nor inclined, to re-offer the same.

Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

Katherine M*******
Paralegal, Legal Services
Initial Complaint
Date:08/24/2022
Type:Billing 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 two timeshares with Holiday Inn/***********, and we believe we have been victims of numerous violations by them. During the sales pitch in 2012 and the upgrade sales pitch in 2021 we were told false information to manipulate us into buying. A lot of information was purposely omitted as well. They pitched their timeshares as real estate investments. Their staff never informed about the maintenance fee increases and the pressure put on me to buy by the aggressive salesmen was predatory. They failed to disclose the rescission period to me. They lied about the exclusivity of their resorts. What's worse is that our original timeshare was paid off in full and we were deceived into upgrading. They purposely rushed us through the signing of the legal paperwork. That was an attempt to ensure we didn't know the truth of everything we were committing to. Holiday Inn is actively in engaging in predatory and unethical business practices with the sale of their timeshares. We want others to be warned not to do business with them. We found numerous comments about similar experiences others have had and it's vicious. Our goal is to be released of the obligations to the contract that we signed with them due to the fraudulent circumstances that led us to do so. We made this purchased based on their lies. It's a financial burden on us and can't seem to justify they cost to value.
Business Response
Date: 12/02/2022
Business Response /* (1000, 12, 2022/10/12) */
Dear Mrs. *******:
Thank you for contacting Holiday Inn Club Vacations Incorporated (the "Company") in
connection with the complaint led with your ofce by Ms. ******* ("Owner"). We appreciate
the opportunity to respond to the concems set forth therein.
Our records reect that Owner purchased her rst timeshare interest from ********** Resorts, LLC
("**********") on February 19, 2012. ********** was acquired by an afliate of the Company in
May 2015. Following that acquisition, ********** s historic thirteen (13) resort properties were
rebranded as Holiday Inn Club Vacations locations. In connection therewith, ********** 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 benets
available to them through the Company's points-based exchange program, the Holiday Inn Club
(the "Club").
On July 5, 2021, Owner attended a sales presentation sponsored by the Company to hear about the
benets of the Club. At the time of the July 2021 presentation, Owner owned one (1) annual xed-
week ownership purchased from **********, which ownership was located at the Holiday Hills
Resort in Branson, Missouri (the "********** Ownership") entitling Owner to her xed-week every
year. During the July 2021 presentation, the sales consultant reviewed with Owner at length the
difference between the ********** xed-week ownership and the benets of the Company's points-
based program. At the conclusion of the sales presentation, Owner elected to purchase a standard
benecial interest in the *********** Land Trust (the "New Ownership") entitling her to 60,000
Club points per annum. At the same time, Owner also elected to bring the ********** Ownership
into the Club, thereby converting that week from a xed-week ownership into a points-based
ownership, affording her 120,000 Club points per annum under that ownership. The **********
Ownership and the New Ownership (collectively, the "Ownerships"), provide Owner with a
cumulative annual point allocation of 180,000 Club points.

Consumer Response /* (3000, 15, 2022/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No resolution was provided in the response from the company.

Business Response /* (4000, 17, 2022/10/17) */
We have received the rebuttal submitted by Ms. ******* ("Owner").

We have reviewed the allegations set forth in Owner's complaint and previously responded to each with specificity. As no information has been presented warranting account cancelation, we stand by our previous response and affirm that Owner is not entitled to, or otherwise eligible for, cancelation and we respectfully decline her request for the same.

Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

Katherine M*******
Paralegal, Legal Services
Initial Complaint
Date:08/23/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a phone call from HICV and they told me that they will give me $80 to go to a meeting about upgrading my timeshare. I didn't want to upgrade but I had a lot questions regarding my ownership. When I arrived on 09/2021, I explained to them that I was having issues booking reservations and I just needed help. They told me that those issues would improve if I upgraded. They said things were changing with the company and if I did not upgrade, I could not stay at any of the resorts anymore.I said I couldn't afford it but they said I could rent out my timeshare for extra income and refinance my loan.They said with these new changes HICV would buy back my timeshare any time.I truly believed that purchasing more points would help my availability issues. When I arrived home, I realized that they signed me up for an entirely new contract! I thought I was just purchasing more points. I felt like they tricked me into getting another timeshare adding on more debt. Then I discovered all the hidden fees involved and booking reservations was still an issue. They also never told me that maintenance fees would be for life and I don't want to leave my kids with a lifetime of maintenance fees.I feel like they tricked into a purchase with false promises of improving my issues. I'm angry that they lied to me to just get money, especially since I told them how hard it was to pay off my other loans. They just put me further into debt for absolutely nothing. I have given Holiday Inn a lot of my money and trust and now that trust is broken.
Business Response
Date: 10/12/2022
Dear *******************:
Thank you for contacting Holiday Inn Club Vacations Incorporated (the "Company") in
connection with the complaint led by ******************** ("Owner"). We appreciate the opportunity to
respond to the concerns set forth therein.
Owner entered into her rst transaction with the Company on April 15, 2019, at which time she
purchased an annual Standard benecial interest in the Orange *************** (the "Initial
Ownership"), entitling Owner to ******* Club points per annum in the Company's points-based
exchange program, the Holiday ******** ********* Thereafter on January 31, 2021, Owner
purchased an additional annual benecial interest in the Orange *************** Signature
Collection, entitling her to an additional ****** Club points every year (the "Signature Ownership"
and collectively with the Initial Ownership, the "OWnerships"). On September 25, 2021, Owner
elected to trade-in the Ownerships and applied the accrued equity thereunder towards the purchase
of an annual Standard benecial interest in the Orange ***************, entitling her to 500,000
Club points per annum (the "Trust Ownership").
Sales Presentation. Owner states that the Company called her and invited her to attend an
approximately one (1) hour timeshare sales presentation. Our records reect that while Owner
was vacationing at the Company's *********** Resort located in *********, ****** in September
2021, she was offered an $80 cash incentive in exchange for her attendance at a timeshare sales
presentation during the course of her stay. Owner accepted the offer and attended the Company's
sales presentation on September 25, 2021.
Pressure. Owner states that she was pressured and "tricked" into purchasing the Trust Ownership.
We dispute these characterizations of the Company's sales process. The Company's sales
consultants do not force prospective purchasers to purchase timeshare interests or to upgrade their
existing ownerships, nor do they prevent anyone from leaving the sales center Without making a
purchase. If Owner did not believe that the purchase of the Trust Ownership constituted a good
purchase at the right price, she was under no obligation to consummate the purchase and was

Business Response
Date: 10/12/2022
***Info Only***
See Attachment/File: PericlesBBB INFO ONLY 10-12-22.pdf
Customer Answer
Date: 10/19/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
It is the fact that they signed me up for an entirely new contract that I'm upset about because I thought I was just purchasing more points. I feel like this should have been told to me in great detail because a new contract means a 10 year loan and more debt. After all of this, my availability issues never changed. There was zero benefit for me so I paid for nothing basically. I really don't appreciate being misled in this way because I would have liked to have made an informed decision and not an uninformed decision.

It must be noted that I have a bigger issue at hand that I hoped I would not have to point out because it is not something I like to raise as an issue about. But, it has been an issue while staying at Holiday Inn. I'm a double amputee and I'm in a wheelchair. Not only was this visible to the sales agents, I did let them know I needed wheelchair accessible rooms. For obvious reasons, this is very important to me. They told me that would never be a problem but if it was, standard rooms were big enough to accommodate me. While sometimes I had a wheelchair accessible room, I had to stay in standard rooms as well. These rooms were barely doable. While staying in one of these rooms, they threw away my belongings in my room and never replaced them. Although they told me they would send me reimbursement for my items and they had me send them receipts, I was never reimbursed. One of the items that they threw away was my tongs that I need when I use the restroom. The second item was an expensive candy dispenser that I bought from the M&M world for my kids. It was filled with ****** candy that was purchased separately and I was so excited to give them this gift. I can't believe the customer service with **************** Inn. To be disregarded for my handicap needs and then to not reimburse me for items that were thrown away is just awful to be *****. I do not feel assured that I will be comfortable staying at these hotels and resorts so I no longer want to be an owner. I'm sure someone at Holiday Inn can understand how hard it is to navigate this world in a wheelchair. I do my best but certain handicap accessories are a must for me. Thank you.
Business Response
Date: 10/26/2022
*** BBB INFO ONLY***

Please be advised that we have strong suspicions that Owner is working with a timeshare relief company. Our determination is made based on the similarity of correspondence received from Owner to correspondence received from other owners who we have determined are working with a timeshare relief company. Due to the likely exit company involvement, we are not inclined to cancel Owner's Trust Ownership.
Business Response
Date: 10/26/2022
We have received the rebuttal complaint from ******************** ("Owner"). We maintain that Owner was provided with full, clear, and accurate disclosure of the terms and conditions of her Trust Ownership purchase, including without limitation, (i) the financial obligations thereto, which term of loan is one (1) year, not ten (10), and (ii) the fact that reservations are subject to availability.

Benefit. Owner states that the Trust Ownership has provided her with "zero benefit." We restate that Owner's purchase of the Trust Ownership advanced Owner from the Prime Platinum membership level to the Premier Platinum membership level, affording her additional discounts and benefits such as complimentary stays and reservation upgrades. The purchase also added access to ********************** to her ownership portfolio, giving her more than ***** additional vacation venues as well as an additional ******* Club points per annum with which to secure reservations for herself and her family. Owner identified each of these as reasons for her purchase and her purchase certainly delivered on the same.

Accessibility. Owner has expressed concern over the accessibility of the units at the Company's resorts. It is our priority to ensure that we are compliant with all applicable legal regulations adopted by each state, including without limitation, regulations pertaining to the accessibility of our resorts. To the extent an owner or guest requires an accessible unit, they are welcome to specify the same at the time they book their reservations. We have reviewed Owner's reservation history and found that Owner has completed five (5) Club reservations and one (1) marketing reservation. On two (2) occasions, Owner was provided with an accessible unit and on every other occasion, Owner was provided with first floor ground units. Please note that prior to the receipt of the complaint filed with your office, we have received no prior complaints from Owner regarding the accessibility of our units. We would like to remind Owner that if she desires to be accommodated in an accessible unit, she can request the same by notifying the reservations agent at the time of booking or by making the election online if utilizing the online booking option.

Reimbursement for Items. Owner claims that the Company discarded her belongings and that she was not reimbursed for the same. Upon review of our records, we can confirm that Owner previously completed a property loss/damage report for a M&M candy dispenser that she had left in her room during a January 2021 reservation. Contrary to Owner's assertions, we find that upon the Company's review of Owner's report, Owner was reimbursed $52 for the M&M dispenser and candy contained therein on February 11, 2022. It should be noted, however, that we have no record of Owner notifying the Company of missing "tongs." Had Owner notified the Company of the same, an investigation would have been completed.

In closing, we have reviewed each of the concerns set forth in Owner's complaints and have responded with specificity in our previous response. 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 response and our position remains unchanged.

Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

***************************
Paralegal, Legal Services
Customer Answer
Date: 11/09/2022
They are not telling the truth about being refunded. I have proof that I kept sending them emails telling them that I never received payment and they never got back to me or reimburse me even after I came back and complain to the manager at the timeshare office. For one, they put me through a whole bunch of trouble to sign receipts to send to them and they never reimbursed me ever and if they are claiming that they did refund me, please provide receipts because I know for a fact I was never reimbursed.
Also I requested wheelchair accessible room every time but they were not always available so I had to settle for a standard room and that was after the fact when I arrived.If I am a owner and I should have first dibs on any wheelchair accessible room available to me but they were sold out and even when I waited for one to be available the next day while I was still there they still couldn't accommodate me.
I want to know why they are saying things back to the BBB that simply is not true!
Business Response
Date: 11/28/2022
We have received the second rebuttal complaint filed by ******************** ("Owner").

Owner insists that the Company did not provide her with a refund for the M&M dispenser. As previously stated, the Company records show that Owner submitted a property loss/damage report for a M&M dispenser, and she was reimbursed $52 for the same on February 11, 2022. Pursuant to Owner's request, the Company has mailed Owner evidence of the same on November 28, 2022. Owner should receive the evidence within ten (10) business days. To the extent Owner has additional proof regarding any additional reported items that she failed to receive reimbursement for, we ask that Owner email the same to the **************** at ********************************************* and we will be happy to review the same.

Owner claims that she requested wheelchair accessible rooms when booking reservations but that the same was not always available. While we sympathize Owner's frustration, we remind Owner that at the time of each purchase with the Company, she was provided with clear disclosures that all reservations are subject to availability and that if Owner is not able to secure her first vacation choice/desired unit type, an alternate choice may be required to confirm a reservation. Notwithstanding the foregoing, if Owner would like assistance in securing a wheelchair accessible room, she is welcome to contact a Club Counselor at **************, who will be happy to assist her in that regard. It should be noted, however, that because Owner's account is currently delinquent, her account is subject to use restriction and Owner will be unable to secure reservations until such time she brings her account current.

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

***************************
Paralegal, Legal Services
Business Response
Date: 11/28/2022
*** BBB INFO ONLY***

Please be advised that we have strong suspicions that Owner is working with a timeshare relief company. Our determination is made based on the similarity of correspondence received from Owner to correspondence received from other owners who we have determined are working with a timeshare relief company. Due to the likely exit company involvement, we are not inclined to cancel Owner's Trust Ownership.
Customer Answer
Date: 12/17/2022
I still have not received any reimbursement for the items lost. Also, I don't think they are understanding me. I have booked rooms and requested wheelchair accessible rooms which were confirmed. It is only after I arrive that they tell me they weren't available. What was I supposed to do then? I'm not happy that you are told one thing and receive another. I can't use this membership anymore knowing I may be put in a room that isn't wheelchair accessible. Having to find this out after I have already traveled there puts me in a very bad position. Now, having to argue with them about my disability needs is solidifying the fact that I want out of my contracts. They can't even issue an apology. What's wrong with this company?
Business Response
Date: 01/10/2023
*** BBB INFO ONLY***

Please be advised that we have strong suspicions that Owner is working with a timeshare relief company. Our determination is made based on the similarity of correspondence received from Owner to correspondence received from other owners who we have determined are working with a timeshare relief company. Due to the likely exit company involvement, we are not inclined to cancel Owner's Trust Ownership.
Business Response
Date: 01/10/2023
We have received the third rebuttal complaint filed by ******************** ("Owner").

Please be advised that the Company mailed Owner evidence of her reimbursement on November 28, 2022, through the ************* *********************** via Certified Mail. Based on the tracking history, **** attempted to deliver the letter on December 3, 2022, and there was no authorized recipient available to sign for the same. As such, the letter remained unclaimed and was subsequently returned to the Company. Pursuant to the same, the Company has re-mailed the evidence to Owner via Federal Express with an anticipated delivery of January 11, 2023.

Owner insists handicap accessible units were confirmed for her reservations, but they were later changed when she arrived at check-in. Our records reflect otherwise. As previously stated, Owner's profile reflects a total of six (6) completed reservations, which reservations were for the following timeframes and locations: (i) January 2021 - *********** Resort, (ii) July 2021 - *********** Resort, (iii) August 2021 - *********** Resort, (iv) August 2021 - Hill Country Resort, and (v) September 2021 - *********** Resort wherein Owner requested two (2) separate units (a separate reservation was made for each of the units). Please be advised that Owner received a handicap accessible unit for the January 2021 reservation and our records show that for the two (2) September 2021 reservations, Owner requested one (1) handicap unit and one (1) ground floor unit, which she received. Additionally, it should be noted that the August 2021 Hill Country Resort reservation was for a guest of Owner, and not Owner herself. For the two (2) remaining July 2021 and August 2021 *********** Resort reservations, we have no record of Owner requesting a handicap accessible unit or being assigned a handicap accessible unit prior to the date of check-in. Notwithstanding the same, to the extent Owner requested a handicap accessible unit at the time of booking and the same was unavailable, we apologize in this regard. Ultimately, however, our agents attempted to accommodate Owner as best as possible at the time of each check-in based on the units that were available at the time and Owner was accommodated with first floor ground units in connection with both of the aforementioned reservations.

Owner restates her request for contract cancelation on the basis that she cannot utilize the Trust Ownership without the guarantee of receiving a handicap accessible unit. We remind Owner that she received full disclosure at the time of each sale that all reservations are subject to availability. Specifically, Owner signed an Owner Clarification Form at the time of each sale, which states "Reservation requests will be taken on a first-come, first served, subject-to availability basis, in accordance with the Reservation Procedures. An Owner's chance of being successfully confirmed in a specific Unit depends upon the number of Owners desiring the same Use Period in such Unit." Notwithstanding the same, to the extent Owner elects to forego use of the Trust Ownership, the same does not absolve Owner of her financial obligations she agreed to at the time of sale, nor is it a legal basis to warrant account cancelation. Based on the foregoing, we stand by our previous responses and our position remains unchanged.

Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

***************************
Paralegal, Legal Services
Initial Complaint
Date:08/18/2022
Type:Billing 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.
After making our reservations, we were asked if we would be interested in talking to someone about a free vacation. We tried to take our "free" vacation in **********, and they would not let us bring our dogs. This was discussed when we initially purchased the timeshare. They were adamant and suggested we stay somewhere else. When we went to Florida, we had to go to another meeting. The saga continues. If we went anywhere, we had to go to a meeting, and the salespeople were constantly pushing us to buy more. The last time they tried to upgrade us, we said NO. It was at ********************* in **********. We were running short on time because we had to get our granddaughters on their flight back home. They tried the now or never approach, but we still denied the offer. After we got home, we thought we would call ********************* on our own and not through the timeshare. Much to our surprise, we got our reservations! All of this money and time has been wasted on a timeshare for nothing. We trusted them to be honest with us, and Holiday Inn reps were not. Holiday Inn has misled us. We want this timeshare closed along with the financial obligations. We want a refund of the money we have paid Holiday Inn/ ***********.
Business Response
Date: 12/02/2022
Business Response /* (1000, 12, 2022/09/16) */
Contact Name and Title: Joann A*****
Contact Email: *******@holidayinnclub.com
September 16, 2022

VIA BBB PORTAL

Better Business Bureau of Central Florida
********************
Longwood, Florida 32750
Attention: ******* *******, Consumer Affairs Representative

RE: ***** ******** ("Owner")
Annual Timeshare Interest located at Scottsdale Resort (the "Timeshare Unit")
Complaint Case # ******** (the "Complaint")
Holiday Inn Club Vacations Incorporated ("Company")

Dear Mrs. *******:

We have received the Complaint and our records show that in 2019, Owner had previously filed a complaint with your office (i.e., Case # ********). We responded accordingly that we found no wrongdoing on the part of the Company and that there no basis to warrant contract cancelation. Our position remains the same. We however appreciate the opportunity to again address Owner's concerns.

The Complaint states that Owner was misled in connection with her purchase of the Timeshare Unit on June 14, 2017. We dispute this claim. During the timeshare presentation, Owner met with a sales consultant who explained the Company's points-based exchange program (the "Club") to her. The sales consultant asked Owner about her vacation habits, needs and goals and described how timeshare ownership might be of interest. At the conclusion of the timeshare presentation, Owner freely advised the sales consultant that she wanted to make a purchase and she executed the purchase documentation in connection therewith. Owner met with a Quality Assurance Officer ("QAO") who assisted Owner with ensuring that she executed the purchase documentation correctly and answered any additional questions that she may have had related to the same and/or her purchase. If Owner had advised the QAO at any time that she did not understand the terms of the purchase or that she was not making an informed buying decision, the QAO would have halted the sale to address any concerns at issue. Owner however left our sales center after having agreed to the terms contained in the purchase documentation and having acknowledged her understanding of the same. Owner also left the sales center with copies of the purchase documents she executed for her further review and reference, which documents contained clear disclosure of her rescission rights and how to exercise the same within the statutory timeframe. Owner did not exercise this right. Please further note that at the time of Owner's purchase, she executed the Sales Pre-Confirmation Checklist on which she identified her primary reasons for entering the purchase as "savings", "flexibility", and "5 star resorts."

Owner states that she was required to attend the Company's timeshare presentations. Attendance at the Company's timeshare presentations is strictly voluntary. To the extent that Owner participates in one of the Company's marketing promotions, the terms of which offer an incentive in exchange for her attendance at a timeshare sales presentation, Owner will be required to attend the presentation in order to receive the offered incentive. If Owner does not wish to attend additional timeshare presentations in the future, she is welcome to decline any invitations and/or incentives offered to her in exchange for her attendance.

The Complaint states that Owner was able to book a reservation for a stay at the Company's ***** ******** resort without utilizing her Timeshare Unit and that she has paid money toward her Timeshare Unit for "nothing." Firstly, enrollment in the Club affords its members the opportunity to utilize their Club points toward (i) reservations at any of the Company's resorts within its network, (ii) reservations at thousands of hotels or resorts worldwide through the Company's exchange affiliates, and/or (iii) discounts on airfare, car rentals, cruises, and more, through the Company's Club Partners program. It was clearly disclosed to Owner in writing that all reservations are subject to availability and that she might not receive her first vacation choice, such that an alternate selection may be required in order to confirm a reservation. Secondly, the Company's resorts, while primarily used by our ownership base, are not exclusive to owners and at no time as owner advised to the contrary. Owners may book reservations in owner-owned inventory through the Club. While it is the case that the Company does from time to time rent developer-owned inventory to non-owners, this developer-owned inventory is not in the Club and the Company pays all of the maintenance assessments applicable thereto. As such, Owner is not competing with non-owners for reservations as the inventory is maintained in two separate inventory pools and owner-owned inventory is reserved for owners. Depending on resort locations, unit size, and season, many of our resorts rent for more than $400 per night, whereas our owners are able to secure reservations utilizing Club points, which Club points are replenished to their account each year. In addition, non-owners are not members of the Club and as such do not receive the benefits of our Club program, which benefits are exclusive to Club members. Likewise, they are not afforded the same priority as owners, nor do they have access to the Company's MaxTime benefits (i.e., deeply discounted vacation offers). Our records show that Owner has completed three (3) Club reservations and has exchanged 220,000 Club points to the IHG Rewards program, where points so-deposited never expire and can be utilized toward IHG-branded reservations worldwide.

Owner is requesting contract cancelation and a refund of monies paid toward the Timeshare Unit. We have confirmed that the documentation provided to Owner at the time of purchase is in order and that she received all applicable disclosures. Owner was also provided with copies of the contract documentation at the time of purchase. Owner's rescission period has expired, and she has outstanding financial obligations owed to the Company. Owner is therefore not entitled to, or otherwise eligible for, contract cancelation and refund of monies paid toward the Timeshare Unit. We therefore respectfully decline Owner's request for the same.

Our records show that Owner's account is severely delinquent and that due to the delinquency, her account is subject to use restriction and negative credit reporting. To the extent that Owner is experiencing financial hardship, we encourage her to contact our Capital Management Department by calling ************ to ascertain what options may be available to her regarding managing her account. Please note that extended delinquencies may ultimately result in foreclosure action.

Sincerely,
/s/ Joann A*****
Joann A*****
Manager-Paralegal
Holiday Inn Club Vacations Incorporated

Consumer Response /* (3000, 14, 2022/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,

I am not sure how you can speak on the practices the sales reps take in these meetings as you were not present. They explain this ownership will be very beneficial and worth everything, but then speed through the contracts. Which leaves you not really knowing what we owned until we used it and discovered everything was a lie.
I don't see how a company can continue defend the poor lying practices of the sales reps. When you can actively see on this website that many of your customers have also been lied to by this company in someway! Which even further shows that Holiday Inn could care less about the customers but really just hope how it can take peoples money and put them in debt.
We do not have intentions of calling your Capital Management again as they have stated they can't do anything.
We have been going back and forth with you all for three years looking for away to have you all take it back and we don't plan on stopping. We will continue to inform people of the lies you tell people in order to make a quick buck or until we are released from this.

Business Response /* (4000, 16, 2022/10/14) */
October 14, 2022

VIA BBB PORTAL
Better Business Bureau of Central Florida
********************
Longwood, Florida 32750
Attention: ******* *******, Consumer Affairs Representative

RE: ***** ******** ("Owner")
Annual Timeshare Interest located at Scottsdale Resort (the "Timeshare Unit")
Complaint Case # ********, Additional Concerns September 23, 2022 (the "Rebuttal")
Holiday Inn Club Vacations Incorporated ("Company")

Dear Mrs. *******:

We have received Owner's Rebuttal and we appreciate the opportunity to respond to the same. Capitalized terms not defined herein bear the same meanings ascribed to them in our original response.

Owner insists that she remains dissatisfied with her purchase and the sales process. We reiterate our objection to Owner's characterization of the Company's sales process. Company has numerous programs and procedures in place to monitor sales personnel to ensure that they are providing prospective purchasers with accurate information. While we acknowledge that we were not present during the presentation, it is for this reason that we rely on the documents that were reviewed and signed by Owner on the date of sale. The terms of her purchase, including, without limitation, the pertinent details applicable to the Company's programs were fully disclosed to her at the time of purchase in writing.

The Complaint states that we "speed through the contracts." As stated in our initial response, part of the Company's sales process is to ensure that each prospective purchaser is escorted to meet with a QAO to review and sign the contract documentation. The QAO allowed Owner as much time as she desired to review the contract documentation and to raise any questions regarding the same and/or her purchase. Owner was handed each document and controlled the pace by which she reviewed and signed the same. If she required additional clarification or additional time to sign the same, she was welcome to ask her questions or to take as much time as she wanted to review the documentation prior to signing. We therefore dispute Owner's assertions to the contrary.

Owner claims that the Company does not care about its customers. This cannot be further from the truth. The Company continuously strives to provide quality customer service to all its owners and guests. Prospective purchasers who attend the Company's timeshare presentation are under no obligation to enter into a purchase transaction with the Company and whether a prospective purchaser elects to do so is entirely within his or her discretion. We have many owners who are happy with their vacation ownership and the services and benefits afforded to them through the same.

Owner again requests cancelation of the contract to the Timeshare Unit. We affirm our position in this matter in that Owner is not entitled to, or otherwise eligible for contract cancelation and we respectfully decline her request for the same. It should be noted that Owner's forbearance in contacting Capital Management does not relieve her of her financial obligations.

Sincerely,
/s/ Joann A*****
Joann A*****
Manager-Paralegal
Holiday Inn Club Vacations Incorporated
Initial Complaint
Date:08/17/2022
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.
June 2022, 279.00 was the cost i was told i could get a oceanfront room with no blackout dates i tried to get a room with a 60 day notice and got a room but then said it was cancelled due to open rooms also was told my package didnt allow a ocean front room and i was clearly told at time of purchase it was i called them again told them i just wanted a refund they said to write a email i did got email back just stating no refunds they promise a vacation that is nothing like you get once you pay it was for 4 nights 5 days in oceanfront room my account number is LEGXXXXXXXXXX please just help me get a refund so i can be done with this group
Business Response
Date: 10/25/2022
Business Response /* (1000, 10, 2022/09/23) */
Good Morning,

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

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

The Company has contacted Ms. **** regarding her concerns, and we are happy to report that we have come to a mutually agreeable resolution of the Complaint with her.

Sincerely,

Joann ******
Manager-Paralegal
Holiday Inn Club Vacations Incorporated
Initial Complaint
Date:08/17/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 8/17/2022 I contacted Holiday Inn Express to get temporary accommodations for my son, whose college was having housing shortage on campus. I received their information from the college who noted that they were offering students a discount.
When I called to get additional information, I was told that if I become a member, at no charge, my son would have the use of free Wi-Fi. I agreed and signed up. When I was finished the rep also told me they were having a promotion where I could stay at one of their resorts at a discount. I was transferred to another rep who told be about the package. It was 4 days and 3 nights for $249 but I would need to pay the tax. I said OK, how soon would I be able to book? She said they would need 7 days' notice. I said my birthday is coming up this weekend, I wish I could use it then. She said OK as a gift all we ask is that you attend a 2-hour tour when you are there, and we will refund you the $249 you will get an envelope with the cash when at the end of the tour. Then she mentioned something about time share. I said is this a promotion for time-share. She said yes but you are not obligated to purchase anything. She wanted to know what I do when I go to Orlando and told me anyone who goes need to be over 25. Also, she wanted to know if I earned $50,000.00 or more.
At no time did she mentioned that this was a sales call, and they were selling time-share. After I got off the phone and spoke with my friend, she said it's a scam. They let you sit through hours of presentation and keep forcing you to buy their time-share. I am not interested in purchasing a time-share, so I call them back within the hour and told them I needed a refund as it was not explained to me that this was solely to sell their time share. I was told I cannot get a refund. The Reservation number they gave me is**************.
All I need is them to not charge my card or refund me the $249.
Business Response
Date: 10/13/2022
Business Response /* (1000, 9, 2022/08/29) */
Contact Name and Title: Joann ******
Contact Email: **************************
Good Morning,

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

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

The Company has contacted Ms. ***** regarding her concerns, and we are happy to report that we have come to a mutually agreeable resolution of the Complaint with her.

Sincerely,

Joann A*****
Manager-Paralegal
Holiday Inn Club Vacations Incorporated
Initial Complaint
Date:08/14/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
When I was in the process of buying my timeshares long ago, I was persuaded that I would be able to rent my weeks and was given different options how to advertise my weeks. I even was told how much money I can get for my weeks. But now, I am punished for that by being suspended for 60 days (July and August) as I was not allowed to advertise my weeks that are paid off and deeded. I was not allowed to use my 5 inhouse exchange weeks that I planned to use with my 4 little grandchildren this summer.
Business Response
Date: 11/18/2022
Business Response /* (1000, 14, 2022/09/16) */
We have received the complaint filed by Ms. ***** ********* ("Owner"). Owner entered into her first transaction with ********** Resorts, LLC ("**********") in September 2002. Thereafter, she entered into nine (9) other purchase transactions with **********. Owner currently owns four (4) active fixed-week timeshare interests with **********, with three (3) located at the ************* Resort in *********, Massachusetts, and the fourth located at the ************* Resort in *******, Missouri (the "Active Ownerships"). In *** 2015, ********** was acquired by an affiliate of Holiday Inn Club Vacations Incorporated (the "Company"). As of the date hereof, Owner currently owns the Active Ownerships that she purchased from ********** and Owner has not entered into any purchase agreements directly with the Company.

Timeshare interests are used-based products and were sold as such. The value associated with a timeshare purchase is derived from the use of the timeshare itself. At the time of her most recent purchase in 2009, Owner initialed Paragraph 4 of the Owner Confirmation Interview which states that the purchase of a timeshare interest is for personal use and enjoyment and "NOT for the purpose of obtaining any rental income, tax advantage, depreciation, or other investment opportunity." In addition, Section 8 of the Bonus Time Disclosure Guide that Owner executed in connection with her most recent purchase specifically provides that said accommodations cannot be rented.

Notwithstanding the express prohibition, Owner continue to advertise her timeshare interest for rental in violation thereof. In December 2017, the Company, vis a vis **********, sent Owner a letter notifying her that the supplemental privileges under her accounts would be suspended should she continue to advertise the same for commercial rental on third party rental sites. Owner did not heed the warning and continued to maintain active rental listings on Airbnb. The Company notified Owner in a June 2022 letter that her Bonus Time privileges and In-House Exchange privileges had been suspended for a period of sixty (60) days (the "Suspension Period") as a result thereof. That June 2022 letter also put Owner on notice that if she continued to advertise accommodations for commercial rental, whether on Airbnb or through any other commercial rental platform, her actions would result in the revocation of her privileges in the Bonus Time and ********** Exchange Programs, each of which are supplemental benefits offered to owners who have purchased timeshare interests in the resorts participating in said programs and are in addition to Owner's owned weeks. Notwithstanding the foregoing, Owner was advised that she *** still utilize her owned fixed weeks at the ************* Resort and ************* Resort during the Suspension Period.

As a result of this limited suspension, any existing Bonus Time and In-House Exchange reservations falling within the Suspension Period were canceled. Owner did not, however, forfeit those weeks as a result of the cancelation. She was simply unable to utilize them during the sixty (60) day Suspension Period. Under the ********** Exchange Program, Owners are afforded two (2) years in which to utilize the weeks deposited therein, before they expire. Our records reflect that none of the reservations canceled during the Suspension Period resulted in week forfeiture as none of the weeks have expired. Owner may still use the weeks she deposited into the In-House Exchange Program, only one of which expires in 2023, with the rest expiring in subsequent years.

Owner requests compensation as a desired result to her complaint. Upon complete review of our files, we have determined that Owner is not entitled to compensation in this regard and we respectfully decline her request for the same.

Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

Kristen ******
Staff Attorney, Legal Services

Consumer Response /* (3000, 16, 2022/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At the time I bought my timeshare weeks, it was a ********** Resorts (not Holiday Inn Club Vacation), and I was told that I could rent my timeshare and was explained how to advertise and even for how much. Bunus time and ability to rent out my weeks were 2 reasons why I bought this timeshare.
I never rented my bonus time.

Business Response /* (4000, 19, 2022/10/06) */
See Attachment

Dear Mrs. *******:
We have received the rebuttal complaint led by Ms. ***** ********* ("Owner"). We have
reviewed each of her allegations and previously responded with specicity addressing each of the
issues raised in her complaint.
Owner restates her claim that **********' s sales consultants made representations regarding the
rental potential of her Active Ownerships. We reafrm that ********** did not promote timeshare
interests as income generators. The value associated with a timeshare is derived from the use of
the timeshare itself and the contract documentation executed by Owner reects the same.
Additionally, at the time Owner purchased each of the Active Ownerships, she initialed each
respective Owner Conrmation Interview which states that "I acknowledge that no representation
or guarantee has been made as to buy-back, resale or other investment potential from the Vacation
Ownership Interest that I am acquiring. ********** does not provide resale or rental services."
Owner further alleges that she has "never" rented her Bonus Time privileges. Despite Owner's
assertions, we have evidence to the contrary. Since the Company's acquisition of ********** in
May 2015, Owner has secured and completed four hundred and eleven (411) reservations at the
Company's ************* Resort. Of these reservations, approximately one hundred and ninety-
nine (199) were Bonus Time reservations and one hundred and seventy-four (174) were RCI
reservations. In every instance, Owner, or the co-owners under the account, ****************
and ***** *********, checked-in at the resort and obtained the room key. The Company has
screenshots from Owner's Airbnb rental page Where she advertised the Company's *************
resort for rental. There were numerous customer reviews located thereon, the dates of which
correspond to reservations booked by Owner and/or co-owners, and which also correspond to both
Bonus Time reservations and reservations secured through RCI. In addition, our records reect
that persons other than Owner were utilizing these accommodations and that they signed for on-
site amenities while at the resort. Owner (i) has advertised the Company's resort for rental on her

Consumer Response /* (4200, 21, 2022/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I didn't rent out my bonus time. We're 4 people on the dead - my family, my daughter's family with 4 kids, and my son's family. We always used our bonus time for us and for our families. I have no idea where you got those numbers.

Business Response /* (4000, 23, 2022/10/20) */
We have received the second rebuttal complaint filed by Ms. ***** ********* ("Owner").

We have reviewed the allegations set forth in Owner's complaints and we previously responded to each with specificity. As no information has been presented warranting compensation for the suspension of Owner's privileges, we reaffirm our initial responses, and our position remains unchanged.

Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

Katherine ********
Paralegal, Legal Services
Initial Complaint
Date:08/12/2022
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.
Better Business Bureau,

I am reaching out to submit a complaint to you on behalf of our timeshare ownership contracted to ********** with Holiday Inn. We were sold on promises that just did not play out to be true. One is that we would be able to use all amenities in the ********** community. We were under the impression that we could use any of the resorts, but the process of scheduling that makes it near impossible. We were very unsatisfied with our home resort as well. It was not fitting to the images we were shown when purchasing. Additionally, they told us we could easily sell our timeshare if the need ever arose and they would happily assist us in doing so. We have tried to do this several times to no avail.

Furthermore, I am extremely concerned about the fact that our children will bear the burden of the ever-increasing maintenance fees. They are in no shape to afford them. We are at a stage in our life that the fees are a burden to us with increasing medical expenses and a fixed income. Not only that, but now that we live in an active adult community in Arizona, we are unable to travel that far. We just have no use for it and have tried to bring these facts to the attention of Holiday Inn but they do not seem to care. We would appreciate your help on this matter as we are looking for a response as quickly as possible. Thank you.

*****************************
Business Response
Date: 12/01/2022
Business Response /* (1000, 14, 2022/09/16) */
Thank you for contacting Holiday Inn Club Vacations Incorporated (the "Company") in connection with the complaint filed with your office by Mr. ******* ("Owner"). We appreciate the opportunity to respond to the concerns set forth therein.

Our records show that Owner entered into one (1) purchase transaction with ********** Resorts, LLC ("**********") on May 4, 2000, for an annual fixed-week timeshare interest at the ********** Resort located in ********** Ranch, Texas (the "Ownership"). ********** was later acquired by an affiliated of the Company in 2015. Since then, Owner has not made any direct purchases from the Company. The Ownership is the only active timeshare interest Owner has with the Company at this time.

Benefits. Owner vaguely claims that "promises" were made at the time of purchase with regards to ********** amenities but fails to qualify the same. As such we cannot comment with greater specificity. Nevertheless, we have confirmed that at the time of purchase Owner was provided with clear disclosures regarding the benefits attributable to his purchase. Please be advised that the Ownership purchased by Owner is for a timeshare interest in a Getaway Resort. Therefore, at the time of purchase, Owner was advised that his access was limited to Getaway Resorts.

Owner is currently entitled to (i) travel to his owned resort during his owned week each year (without competition), (ii) use of the Bonus Time Program at all thirteen (13) historic ********** resorts, which program allows Owner to secure last-minute reservations, and (iii) if Owner cannot utilize his owned week, he is welcome to deposit the same into **********'s In-House Exchange Program, which would allow him to exchange his owned week for a different week. Please note the Bonus Time and In-House Exchange Program are subject availability and changes, which was clearly disclosed at the time of purchase.

Home Resort. Owner expresses dissatisfaction regarding his "home resort" (i.e., ********** Resort), claiming that the same does not reflect what was presented to him at the time of purchase. Upon review of Owner's reservation history, we find that Owner has traveled to ********** Resort seven (7) times, which his last stay was in October 2015. We have no record of Owner presenting concerns regarding his home resort at the time of his stays. Notwithstanding the same, we apologize to Owner to the extent that he is dissatisfied with the accommodations or resort stays he has experienced when traveling to the ********** Resort. It is our top priority to assure that our units and facilities are in quality condition for the visit of our guests and owners. If ever there is a unit that is not to the quality standard we strive to provide, once brough to our attention, we endeavor to correct any areas that need improvement right way.

Resale. Owner claims that he was advised that he could sell his timeshare interest and that ********** would assist in that regard. Firstly, please note that the Ownership is a real property interest that may be sold, and Owner was advised of the same at the time of purchase. He was not, however, advised as to the profitability of transferring a timeshare interest on the secondary market as ********** did not promote its products as income generators. The value associated with a timeshare purchase is derived from the use of the timeshare itself. Timeshare interests are use-based products and were sold as such. At the time of purchase, Owner initialed Paragraph 4 of the Owner Confirmation Interview which states that the purchase of the timeshare interest is for personal use and enjoyment "NOT for the purpose of obtaining any rental income, tax advantage, depreciation, or other investment opportunity." Owner also initialed Paragraph 8 of the same which states that "I acknowledge that no representation or guarantee has been made as to buy-back, resale or other investment potential from the Vacation Ownership Interest that I am acquiring. ********** does not provide resale or rental services."

Inheritance. Owner expresses concern for his children inheriting the Ownership and the on-going maintenance obligations thereunder. As stated previously, the timeshare interest constitutes a deeded interest in real property, which Owner is free to sell, gift, exchange and/or bequeath the property to his offspring, as he deems fit, subject to any mortgages he has placed on the property. To the extent Owner's offspring do not want to take ownership of the timeshare interest, they should be able to disclaim the same through the applicable inheritance laws. Furthermore, the governing documents to the Ownership provide that the maintenance fees are an on-going obligation and are subject to increase. If Owner did not agree to the terms of the purchase, he was under no obligation to consummate a purchase.

Cancelation. Owner states that his is unable to afford the financial obligations attendant to the Ownership and that the same is a financial burden. Please be advised at the time of purchase, Owner initialed Paragraph 5 of the Owner Confirmation Interview acknowledging that his purchase "does not represent a financial burden to myself or my family." Notwithstanding the foregoing, Owner requests cancelation of the Ownership. In recognition of financial hardships, the Company allows 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 the Horizons Program. In order to be eligible for participation in the Horizons Program, an owner must (i) have satisfied his or her mortgage obligations, and (ii) be current on all other financial obligations. Our records show that Owner has satisfied his mortgage and is current on his financial obligations. Therefore, if Owner wishes to explore exit options through the Horizons Program, he may do so by contacting the Horizons Program at (866) 228-8689 for additional information and an agent will assist him in that regard.

Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

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

Consumer Response /* (3000, 16, 2022/09/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel the need to respond to this complaint because I won't consider this resolved whatsoever until our request has been satisfied and completed, and this timeshare is NO LONGER in our names or our responsibility. It took far too much effort on our part as customers of this company (who are unfortunately bound to these obligations by the contract they pressured us into purchasing) for them to have ignored us or been as dismissive as they were so long. Not to mention, they answered our complaint with quite the lengthy response to cover their tracks about each and every problem we brought up, while taking no legitimate responsibility for the ways they failed us as customers. We will reach out to inquire about this Horizon option they've mentioned (hidden at the very bottom of their response, I might add) but we want it to be notated here that while they ignored us and wasted our time, we continued to be responsible for building fees to pay for the maintenance of their property. The time wasted was our money that was also wasted even further on this company, and we are not happy about it whatsoever. Until we've been relieved of this continuous financial burden, this situation can NOT and should not be considered resolved.

Business Response /* (4000, 18, 2022/10/17) */
We have received the rebuttal complaint filed by Mr. ******* ("Owner"). We have reviewed each of Owner's allegations and previously responded with specificity addressing each of the issues raised in his complaint. Please note, in order to appropriately address Owner's concerns and to give a clear description of the history of events, we provide an explanation of the respective purchase transaction that Owner made with the Company and a description of any associated programs, requirements, etcetera, that Owner expresses concern over.

Owner claims that he was "pressured" into purchasing the Ownership. Please note that while ********** no longer engages in conducting sales presentations, when it was, **********'s sales consultants did not pressure, or otherwise force, prospective purchasers to make a purchase. Additionally, we would like to clarify that the sales presentations offered by ********** were not mandatory and any prospective purchaser who did not wish to attend a sales presentation was free to decline the invitation. Prospective purchasers who accepted the terms and conditions of the marketing promotion were offered incentives to compensate them for their attendance at the sales presentation. Please be further advised that sales presentations offered by the Company are also voluntary. If Owner does not want to attend additional sales presentations, he need only decline any invitations extended to him. Furthermore, to the extent Owner did not wish to purchase the Ownership, he was more than welcome to decline the offer presented to him at the time of sale, or alternatively, to exercise his rescission rights within the statutory rescission period thereto, which he did not do.

Owner expresses dissatisfaction with the Company's customer service and claims that the Company "ignored" or has been "dismissive" towards him. Please note 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 Owner's experience. It should be noted, however, that despite any delay in the Company's response to Owner, Owner remains liable for the maintenance obligations attendant to the Ownership pursuant to the terms and conditions he agreed to on the date of sale. While we apologize for any delays that may have occurred, the same does not absolve Owner of his financial obligations under the Ownership. Upon review of our records, we confirm that the Company received a letter from Owner advising that he was electing to forego payment of his maintenance obligations. In connection therewith, the Company's Capital Management Department attempted to contact Owner on several occasions to discuss his concerns and to offer him options based on his account status. It was not until November 22, 2019, that our agents were able to speak with Owner directly. At that time, Owner was advised of his option to surrender the Ownership through the Company's Horizons Program and the then-current requirements in order to initiate his surrender through the same. Owner, however, did not initiate his surrender through the Horizons Program and instead, elected to continue remitting his maintenance obligations. Based on the foregoing, it was the Company's understanding that Owner elected to retain his Ownership. We have no further record of Owner contacting the Company to request cancelation of the Ownership until our receipt of his Better Business Bureau complaint on August 17, 2022. Since then, the Company has provided our formal response to Owner's concerns and referred him to contact the Company's Horizons Department. Our records confirm that Owner has contacted the Horizons Department on September 27, 2022 and was provided with his options including the current participation requirements of the Horizons Program. Owner, however, has not yet initiated his surrender through the same. To the extent Owner is interested in proceeding with surrender through the Company's Horizons Program, we again refer him to contact our agents at the phone number previously provided. In the meantime, Owner is required to maintain his account current pursuant to the financial obligations he agreed to at the time of sale.

Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Business Response

Business Response

Customer Answer

Business Response

Business Response

Customer Answer

Business Response

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Holiday Inn Club Vacations Incorporated is BBB Accredited.