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

591 total complaints in the last 3 years.
179 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:07/20/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a reservation with Holiday Inn on 7/06/22 and I was told they enrolled me as a new IHG Rewards Member and gave me points for my reservations. Then they connected me with someone else and said as a new Rewards Member, they wanted to give me a 4-day, 3-night vacation package for $249 and at the end of my stay they would refund $100 and give me 10,000 bonus points. I said this sounds too good to be true....what's the catch and the lady said we're offering this because you're a new IHG One Rewards Member. She asked me if my household had an annual income of $50,000 and I told her we were both retired. I received an email confirmation after I paid the $249 only to discover I have to attend a 2-hour timeshare presentation. I called the following day (7/07/22) to cancel and was told this was non-refundable. I asked to speak to her manager and she told me I could send an email to "**************@holidayinn.com", which I did. I don't think this is even a legitimate email because the email had difficulty being delivered. I have never received a reply. I was sent an email survey (7/15/22) asking about my experience after my phone call so I shared my frustration and asked for a refund, but I've never heard back. I was deceived and I would like my $249 payment refunded. After reading other complaints, it sounds like the very same thing has happened to many others. I don't understand why they are allowed to keep using deceptive sales tactics. thank you
Business Response
Date: 10/25/2022
Business Response /* (1000, 9, 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

Consumer Response /* (2000, 11, 2022/09/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They agreed to give me a refund of the amount I paid.
Initial Complaint
Date:07/19/2022
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.
In June of 2021 we signed up for a vacation owners package. We upgraded based on the amenities in April 2022. We were promised a concierge service which we have not yet been contacted by nor have we received information on how to contact them. We made a payment of $40,000 to the principal prior to the first payment and another $15,000 prior to the second, yet our bill has not changed. The lady on the phone said the only thing that'll change is the length of the payments which she couldn't not give me either the change in date nor the remainder of the balance. Prior to the second payment we had our card stolen, and the lady only gave us a portion of the late fee charges back even after I explained our situation. IHG only contact me for payment but does NOT deliver services provided. I tried to contact the person in charge of our contract, but her email [email protected] is no longer available.

I would like these issues resolved or our money back from the start of the payments.
Business Response
Date: 10/12/2022
Business Response /* (1000, 12, 2022/08/18) */
Thank you for contacting Holiday Inn Club Vacations Incorporated (the "Company") in connection with the complaint filed with your office by Mr.******* ("Owner"). We appreciate the opportunity to respond to the concerns set forth therein.

Our records show that Owner first entered into a transaction with the Company on June 28, 2021, wherein he purchased an annual standard beneficial interest in the Orange Lake Land Trust (the "Initial Ownership"). The Initial Ownership entitled Owner to 150,000 points per year in the Company's points-based exchange program, the Holiday Inn Club (the "Club"). Thereafter, Owner elected to trade-in and apply the accrued equity of the Initial Ownership for the purchase of an annual signature beneficial interest in the Orange Lake Land Trust (the "Upgrade Ownership"). The Upgrade Ownership entitles owner to 500,000 signature Club points per year. Club points may be used towards (i) reservations at any of Company's twenty-eight (28) resort locations; (ii) reservations at resort accommodations through RCI's external exchange program; (iii) reservations at hotel accommodations at thousands of IHG-branded hotels worldwide through the IHG One Rewards Program; and (iv) airfare, car rentals, cruises, and more through the Company's Club Partners Program. Additionally, the Company offers access to Registry Collection. Registry Collection is an RCI global exchange program which features luxurious resort offerings. In order to be eligible to access Registry Collection, an owner must (i) own at least one (1) Signature Collection ownership; (ii) have at least 500,000 Club points deposited into his or her account per annum; and (iii) enroll in the Registry Collection at the time of purchase. Because Owner purchased the upgrade Ownership and enrolled into Registry Collection at the time of his purchase, he receives access to the Registry Collection program.

Concierge Services. Owner claims he was advised that he would receive concierge services with the purchase of his Upgrade Ownership. This is true. Please be advised that Owner can receive concierge services through two (2) methods. Firstly, Owner receives access to Registry Collection, as described above. There are several benefits included with access to the Registry Collection, including but not limited to, concierge services. If Owner wishes to receive more details with regard to his Registry Collection benefits, he may (i) access the Company's Member Guide on his Owner portal, which Member Guide provides details regarding the program, (ii) visit TheRegistryCollection.com, or (iii) contact the Registry Collection program directly at (800) 548-2300. Secondly, Owner may also receive concierge services by specifically booking Signature Collection reservations at Company resort locations that offer such services. The resort locations that offer concierge services for Signature Collection reservations include, Cape Canaveral Beach Resort, Orange Lake Resort, Sunset Cove Resort, New Orleans Resort, Desert Club Resort, South Beach Resort, Smoky Mountain Resort, Galveston Seaside Resort, and Williamsburg Resort. After Owner books a Signature Collection reservation at one of these locations, the concierge team will contact him prior to his arrival to inquire about any special arrangements for his accommodations. Furthermore, if Owner wishes to review the amenities and/or benefits provided at each of the Company's resort location based on the type of reservation (i.e., standard or signature), he may review the Member Guide located within his Owner portal. Owner may also elect to contact the Company with questions regarding his Ownership by calling a Vacation Counselor at (877) 606-2582, wherein an agent will be happy to assist him in that regard.

Customer Service. Owner questions his mortgage bill after making advanced payments. To clarify, Owner financed $86,410.00 of his loan for a 120-month term at the time of his purchase of the Upgrade Ownership. On the date of sale, Owner executed an Automatic Mortgage Credit Card Authorization Form authorizing the Company to charge his credit card for his monthly mortgage payments on the fifth of every month starting from his first payment date, June 5, 2022. Owner's original final payment for the 120-month term loan was anticipated for May 5, 2032. Please be advised that our sales consultants advise prospective purchasers that securing our financing that no prepayment penalty will be incurred in the event that they repay their loans prior to the applicable maturity date. As Owner was advised, making prepayments does not negate the monthly mortgage obligation, but rather shortens the length of the loan (i.e., the original final payment due date); therefore, Owner was still responsible for remitting his monthly payments accordingly until such time the mortgage was paid in full.

Prior to the first payment date, Owner elected to remit a prepayment of $40,000.00 towards the principal of his loan on May 31, 2022. On June 5, 2022, Owner was automatically charged his monthly mortgage obligation of $1,370.38. Thereafter, on July 5, 2022, the Company attempted to automatically charge Owner's 2nd monthly mortgage obligation and the transaction was unsuccessful. Later, on July 7, 2022, Owner spoke with the Company's Capital Management Department, at which time he was advised that his monthly mortgage obligation was past due, and Owner advised that he need to get a new credit card. Please note that Owner's contract documentation clearly discloses that he is subject to incur a late fee to the extent that he does not timely remit his mortgage obligations within a ten (10) grace period of the due date. On July 18, 2022 (after the ten (10) day grace period), Owner provided the Company with his new credit card information and inquired about making payments towards his loan. Given that a late fee of $68.52 was incurred on his account, Owner was required to remit the late fee along with any additional payments he elected to remit. In the interest of Customer Service, the collections agent waived $50.00 of the late fee, leaving a remaining late fee balance of $18.52. Thereafter, Owner elected to remit (i) the outstanding mortgage balance of $1,370.38, (ii) the remaining $18.52 late fee, and (iii) an advance payment of $15,000.00 towards his principal.

Owner claims he contacted the Company for assistance and did not receive support in his request for information. Owner further claims that he attempted to contact the Quality Assurance Officer that assisted him with the sale of his Upgrade Ownership. Please be advised that the Quality Assurance Officer is no longer an active employee with the Company which is why Owner may have received the error when attempting to contact them. Notwithstanding the same, please note that satisfying our customer's needs and providing effective and timely assistance in connection with account inquiries is important to our company and we sincerely apologize to Owner for any frustration he experienced in receiving information. Moreover, we find that Owner has since been contacted by a Company agent on August 3, 2022, regarding his concerns over his Upgrade Ownership and the same was addressed at that time. Later on August 10, 2022, Owner elected to pay off the entirety of his mortgage obligations. Therefore, Owner no longer has any outstanding mortgage obligations owed to the Company at this time.

To the extent that Owner requires additional assistance with his Upgrade Ownership and how to utilize the same, he may contact a Vacation Counselor at the phone number contained herein. We value Owner's relationship with the Company, and we hope to provide a better experience for him in the future.

Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

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

Consumer Response /* (3000, 14, 2022/08/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for responding. I don't think it was timely. I did try again to contact the Desert Club Resort via telephone and left my information, but have yet to receive a response. I did talk to two consultants that were responding to my negative ratings when trying to set up reservations, and again I received two different responses on what my membership entails. This seems to be the pattern with IHG owners club. The last couple of times I connected with "Jailene" I was put on hold and cut off. When I tried to call back, all I get is a busy signal or no one answers. Then I get an email (last one was 23 August) saying they are trying to contact me so it looks like they tried.

As Ms M******* did point out, I did pay the balance but it was strictly because it was frustrating to deal with the financial department. Even after I paid, I still do not receive consistent information.

Again, I paid for what I was told was a "great" service, yet it has been nothing but consternation.

Business Response /* (4000, 16, 2022/09/12) */
We have received the rebuttal complaint filed by Mr.******* ("Owner"). We have reviewed each of his allegations and previously responded with specificity addressing each of the issues raised in his complaint.

Owner claims he has attempted to contact the Company's Desert Club Resort with questions regarding his Upgrade Ownership and has yet to receive a response. Please note that the Company strives to provide our owners and customers with meaningful customer service so that their concerns are addresses in a timely and professional manner. We apologize to the extent that this was not Owner's experience. We remind Owner that reservation/use inquires on his active account should be directed to the Vacation Counselors, not the Company's resort locations. The Member Guide Owner received in connection with his purchase sets forth all of the important numbers that he might need in connection with his Upgrade Ownership.

Owner further alleges that the Company's agents have provided him with conflicting information with respect to the benefits he is entitled to under the Upgrade Ownership. However, Owner fails to offer any specifics regarding the same and as such, we cannot comment on the same with greater specificity. Notwithstanding the same, we confirm that Owner has spoken with the Company's agents on several occasions regarding questions he had about his benefits. We confirm that on each occasion that the telephone calls were disconnected, the Company's agents attempted to call Owner back but, they were unsuccessful in reaching Owner. Therefore, Owner was emailed to call the Company back to the extent he had additional questions. Irrespective of the same, we again sincerely apologize to the extent the customer service provided to Owner did not meet his expectations. In an effort to further assist Owner, we have requested a Vacation Counselor to contact him this week to provide assistance with any remaining questions Owner may have regarding his benefits. We again value Owner's relationship with the Company and look forward to speaking with him.

Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

Katherine M*******
Paralegal, Legal Services
Initial Complaint
Date:07/19/2022
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 are highly disappointed in our Orange Lake timeshare ownership. During the time of our purchase, we were convinced this would be an affordable way to vacation. That has not been the case for us. The timeshare has been a real struggle to keep. What attracted us to this timeshare is my wife was looking for an affordable way for us to take a vacation in Florida. They offered us $250 a week for the room. In order for us to take this deal, we had to listen to their presentation. We were one of the last couples there towards the end of that presentation and without much knowledge of the consequences, we thought we should try this option. This timeshare has been a real struggle to keep. Financially we've had to go into debt with loans and credit cards to pay the maintenance fees! We were never told that these fees would be so high. Considering the consequences of falling short on our commitment we kept our commitment by falling into more and more debt.
Business Response
Date: 10/12/2022
Business Response /* (1000, 12, 2022/08/16) */
Thank you for contacting Holiday Inn Club Vacations Incorporated (the "Company") in connection with the complaint filed by Mr.******** ("Owner"). We appreciate the opportunity to respond to the concerns set forth therein.

Owner alleges that he was offered a $250 deal which required his attendance at the Company's timeshare presentation. To clarify, our records show that in June 2014, Owner participated in the Company's Owner referral marketing promotion after he was referred to the Company by an existing owner. In connection therewith, Owner purchased a deeply discounted 4-day, 3-night mini-vacation for the purchase price of $199. The terms of the promotion required Owner's attendance at an approximately two (2) hour timeshare presentation during the course of the mini-vacation. To the extent that Owner failed to attend the timeshare presentation, he would have been required to remit the payment for retail rate of the accommodations. However, we find that Owner agreed to the terms, scheduled his mini-vacation at the Company's Orange Lake Resort located in Kissimmee, Florida (the "Resort"), and attended the Company's timeshare presentation on May 13, 2015. At the conclusion of the presentation, Owner purchased an annual timeshare interest at the Resort (the "Ownership") and enrolled in the Company's points-based exchange program, the Holiday Inn Club (the "Club"). The Ownership entitles Owner to 96,000 Club points per year. Owner may utilize his Club points towards (i) reservations at any of Company's twenty-eight (28) resort locations; (ii) reservations at resort accommodations through RCI's external exchange program; (iii) reservations at hotel accommodations at thousands of IHG-branded hotels worldwide through the IHG One Rewards Program; and (iv) airfare, car rentals, cruises, and more through the Company's Club Partners Program.

Purchase Option. Owner questions the benefit and affordability of vacation ownership. 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 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.

Financial Obligations. Owner alleges that the Company did not properly disclose the fees associated with the Ownership and that the financial obligations have caused him to fall into debt. Please be advised that the purchase documentation provided to and executed by Owner at the time of purchase fully sets forth the financial obligations attendant to the Ownership. Prior to the contract documentation being generated, Owner was presented 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. Accordingly, Owner was provided clear disclosure of the fees attributable to the Ownership, including without limitation, the then current Club membership, exchange program, reservation, and maintenance fees, each of which may be subject to change and/or increase. All financial obligations attendant to Owner's purchase were fully disclosed to Owner at the time of purchase. If Owner did not agree to the financial terms of the Ownership, he could have advised the sales personnel of the same and declined to execute the purchase documentation. Furthermore, we do offer in-house financing and advise our purchasers of the same. If Owner did not want to finance his purchase with the Company, he was welcome to decline to purchase or to remit the entirety of the purchase price at the time of sale. Our sales consultants also advise prospective purchasers securing financing that no prepayment penalty will be incurred in the event that they repay their loans prior to the applicable maturity dates. Lastly, please be advised the financing and/or medium in which Owner elects to remit his financial obligations is up to his own discretion.

Cancelation / Refund. Owner requests to be relieved of his obligations attendant to the Ownership and a refund of the same. Please be advised that Owner is outside of the rescission period. In addition, we have confirmed that the documentation provided to Owner at the time of purchase is in order and that he received all requisite disclosures applicable to his purchase. Because we are unable to identify any evidence of wrongdoing on the Company's part and because he has outstanding mortgage obligations, we have determined that Owner is not entitled to account cancelation and/or refund at this time and we respectfully decline his request for the same.

Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

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

Consumer Response /* (3000, 15, 2022/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We do not accept your response. Our dissatisfaction with our timeshare comes from the fact that your sales representatives did not allow us enough time to review the contract before signing, and the terms were NOT explained to us properly. This has NOTHING to do with what is written in the contract. You claim that we were given clear disclosure, but that was not the case for us. Your sales representatives flat-out lied to us and rushed us through a closing process without knowing that we were signing a contract that says something completely different than what was originally agreed upon. The pressure we experienced during the time of purchase made it appear as if the expectation was for us to stay the entirety of the presentation. As a result of the high pressure, we were worn down and felt that we were not at liberty to do anything other than concluding the presentation with a purchase. Also, we were NEVER informed about a rescission period to cancel! You ignore the fact that your entire timeshare program is based on lies and false promises just so your sales representatives can make a sale. Please terminate our ownership and refund us immediately!

Business Response /* (4000, 17, 2022/08/29) */
We have received the rebuttal complaint filed by Mr.******** ("Owner").

Terms. Owner claims that he was not given time to read the contract documents prior to signing and that he did not understand the terms of his purchase. We dispute this claim. The Company is committed to ensuring that all of its owners are aware of the terms and conditions of their purchase at the time of sale. To that end, Owner was required to meet with a Quality Assurance Officer ("QAO") to confirm his understanding of his purchase, including without limitation, all financial obligations thereto. Owner was afforded the opportunity to review the contract documents for his purchase in detail prior to the execution thereof and to ask for clarification regarding anything he did not fully understand in connection therewith. If Owner required additional time or explanation, the QAO would have been happy to provide the same. Had Owner notified the QAO that he did not understand the purchase documents and/or any aspect of his purchase, the QAO would have halted the sale to address those concerns. To the contrary, Owner affirmatively advised the QAO that he understood the terms his purchase and executed the contract documents.

Owner further asserts that his rescission rights were not disclosed to him at the time of purchase. This is untrue. Please be advised that Owner's rescission rights were fully disclosed in the Purchase Agreement, which states in bold text in the paragraph about his signature that,

"YOU MAY CANCEL THIS AGREEMENT WITHOUT ANY PENALTY OR OBLIGATION WITHIN 10 CALENDAR DAYS AFTER THE DATE YOU SIGN THIS AGREEEMNT OR THE DATE ON WHICH YOU RECEIVE THE LAST OF ALL DOCUMENTS REQUIRED TO BE GIVEN TO YOU PURSUANT TO SECTION 721.07(6), FLORIDA STATUTES, WHICHEVER IS LATER. IF YOU DECINED TO CANCEL THIS AGREEMENT, YOU MUST NOTIFY THE SELLER IN WRITING OF YOUR INTENT TO CANCEL. YOUR NOTICE OF CANCELATION SHALL BE EFFECTIVE UPON THE DATE SENT AND SHALL BE TO ORANGE LAKE COUNTRY CLUB, INC., 8505 W. IRLO BRONSON MEMORIAL HIGHWAY, KISSIMMEE, FLORIDA 34747."

Owner's rescission rights were also fully set forth in the Alternative Media Disclosure Statement provided to Owner at the time of purchase. Please note the fact that Owner not only received full written disclosure which set forth this information, he also specifically signed these documents memorializing his receipt and understanding of the same. In addition, all purchasers receive copies of their executed documentation at the time of purchase, without exception. The Company abides by the rescission period established by applicable laws and Owner was afforded the opportunity to review and rescind his purchase within the rescission period, which he did not do. Had Owner requested contract rescission in writing within the rescission period, the Company would have immediately canceled his purchase. As such, we reject Owner's allegations that the sales personnel were not transparent about the terms and conditions of his purchase or that information was omitted in connection therewith.

Pressure. Owner states that he felt pressured to purchase the Ownership and that he also felt he could not leave the sales center without making a purchase. Please note that the Company's sales consultants are enthusiastic about our resort offerings, but they do not pressure, or otherwise force, prospective purchasers into making a purchase. They do not lock prospective purchasers in the sales center, nor do they otherwise prevent them from leaving the sales center. Owner was welcome to leave the sales center without making a purchase, just as many prospective purchasers do each day. Please also note that all Company sales presentations are voluntary and anyone who does not wish to attend the sales presentations may simply decline any offers extended to them regarding the same. Furthermore, at the time of Owner's purchase of the Ownership, he executed the Sales Pre-Confirmation Checklist and identified his primary reasons for purchase thereon as "flexibility," "good value," and "simplicity." As such, we deny Owner's assertions that he was pressured to make a purchase that he did not desire, as his reasons for purchasing with the Company and joining the Club reflect otherwise.

Owner further asserts that the Company's Club program "is based on lies and false promises." However, Owner has failed to offer any specifics regarding the same. As such, we cannot comment on the same with greater specificity. Irrespective of the same, we dispute Owner's characterization of the Company's Club program. At the time of purchase, Owner received all disclosures regarding our Club program and how to utilize the same to secure reservations at Company's resorts and at thousands of resorts and hotels worldwide through Company's exchange affiliates. Moreover, Owner has the option to use his Club points through our Club Partners program for car rentals, airfare, cruises and more. It was also fully disclosed to Owner at the time of purchase that timeshares are use-based products, the value of which is realized through the use of the same. Since his 2015 purchase, Owner has (i) completed six (6) reservations under his Ownership, (ii) utilized approximately 187,334 Club points towards the Club Partners program for cruises and/or airfare, and (iii) utilized approximately 50,000 Club points towards the RCI External Exchange Program. We therefore find that Owner has demonstrated his ability to utilize his Ownership and his Club points and has received benefit therefrom based on his use thereof.

Cancelation. Upon receipt of Owner's rebuttal complaint, we again conducted a thorough investigation of his account and re-verified that Owner's contract documents were duly executed and that he received all requisite disclosures applicable to his purchase. 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 Owner's claims of misrepresentation, we stand by our initial response and our position remains unchanged.

In closing, our records show that Owner has not remitted any payment towards his account since December 2020. Please note that extended delinquencies may ultimately lead to foreclosure. We again encourage Owner to contact our Capital Management Department by calling (800) 298-3706, to ascertain if any payment arrangements are available to assist him in this regard.

Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

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

Consumer Response /* (4200, 20, 2022/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We refuse to be held accountable for things never disclosed by Holiday Inn's shifty sales representatives. Everything we have learned so far from our correspondence with your company is that Holiday Inn as a whole intends to do whatever it takes to get a sale. Holiday Inn then proceeds to try and cover up the mishaps brought to your attention when a dispute takes place, with even more substantial cover-ups and excuses. It is very clear that Holiday Inn does not care about us or understand our position as you state your company does. If Holiday Inn truly cares about its consumers, these things would not have occurred. We are not paying for a timeshare that was entirely misrepresented to us. We will not go away until Holiday Inn does the right thing and takes full responsibility for the actions of your sales representatives and releases us from ownership. Holiday Inn is wasting money keeping us chained to this timeshare. A mutual agreement to part ways works in favor of both parties as we no longer have to deal with your company, and you get to resell our timeshare for a profit.

Business Response /* (4000, 22, 2022/09/12) */
We have received the second rebuttal complaint filed by Mr.******** ("Owner").

Owner insinuates that the Company does not care how its sales consultants conduct themselves during the sales presentation. This is untrue. The Company has an extensive training program and conducts audits of our sales employees. We also maintain records of reported misrepresentation and take allegations of the same very seriously. Employees who deviate from approved policies, procedures or scripting are disciplined which disciplinary action is documented in their files. Upon receipt of the complaint, we reviewed our records for the sales personnel who assisted Owner with his purchase. The Company has not received any complaints from other owners alleging that these sales personnel engaged in misrepresentations regarding the claims Owner has alleged in his complaints.

In closing, we have reviewed each of Owner's allegations and previously responded with specificity addressing each of the issues raised in his complaints. As no new information has been presented warranting cancelation, 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:07/19/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On December 6th 2020 my husband and I signed a mortgage for their vacation club (account number *******). We further re-signed another agreement in December 2021 to give us more points in hopes to use them. However, Holiday Inn Club Vacations has continuously lied to us about being able to use the points whenever we want at their resort and this is not the case. We have tried to book multiple vacations and there is never any availability. Further, ******** has been out of work since March 2022 due to a spine injury requiring surgery, and will not be returning to work resulting in loss of income. We have had no other option to stop paying on this and have on multiple occasions sent emails and have called advising we would like to do a deed in lieu of foreclosure. Holiday Inn Club Vacations has continuously called us. On 7/19/2022, I spoke to a representative asking how to send a cease and desist letter and she advised they don't abide by cease & desist and do not foreclose for a long time. We are formally (again) demanding Holiday Inn Club Vacation close our account as a deed in lieu of foreclosure immediately and cease & desist the phone calls immediately.
Business Response
Date: 09/20/2022
Business Response /* (1000, 9, 2022/08/02) */
Thank you for contacting Holiday Inn Club Vacations Incorporated (the "Company") in connection with the complaint filed by Mr. & Mrs. ******** ("Owners"). We appreciate the opportunity to respond to the concerns set forth therein.

Upon review of the complaint, our records show that Owners entered into their first purchase transaction with the Company on December 6, 2020, wherein they purchased an annual standard beneficial interest in the Orange Lake Land Trust (the "Initial Ownership"). The Initial Ownership entitled Owners to 100,000 points per year in the Company's points-based exchange program, the Holiday Inn Club ("Club"). Thereafter, on December 2, 2021, Owner's elected to trade-in their Initial Ownership and applied the accrued equity therein towards a purchase of an annual standard beneficial interest in the Orange Lake Land Trust, which entitles them to 150,000 Club points per year (the "Upgrade Ownership"). Owners may utilize their Club points towards (i) reservations at any of Company's twenty-eight (28) resort locations; (ii) reservations at resort accommodations through RCI's external exchange program; (iii) reservations at hotel accommodations at thousands of IHG-branded hotels worldwide through the IHG One Rewards Program; and (iv) airfare, car rentals, cruises, and more through the Company's Club Partners Program.

Owners claim that despite being advised that they can secure reservations at any time, they have been unable to utilize their ownership(s) due to lack of availability. Please note that it was fully disclosed to Owners at the time of each purchase that all reservations are subject to availability and that if Owners are not able to secure their first vacation choice, an alternate choice may be required to confirm a reservation. It was also fully disclosed to Owners that it is recommended that owners request reservations as early as their booking windows allow in order to maximize their chances of securing their desired reservations during desired dates, especially during peak travel seasons. Upon review of Owners' usage history, we find that Owners have secured three (3) reservations through the Company's Club program, (i) one reservation is completed, (ii) one reservation they canceled of their own volition, and (iii) one reservation is currently pending for January 2023. Additionally, we find that Owners have also utilized 63,000 Club points for the RCI external exchange program. Notwithstanding the same, if Owners are experiencing difficulty securing reservations, we encourage them to contact a Club Counselor at (877) 606-2582 who will be happy to assist in that regard. It should be noted, however, that because Owners are past due on their mortgage obligations, their account is subject to use restriction, and they will be unable to secure additional reservations thereunder until such time they bring their account current.

Owners state that they are unable to afford the financial obligations attendant to the Upgrade Ownership and do not desire to retain the Upgrade Ownership any longer due to changed circumstances. In recognition that financial circumstances may change, the Company provides payment options to its owners to assist with financial hardship. Our records show that Owners' mortgage account is delinquent at this time and our Capital Management Department has made multiple attempts to contact Owners by phone, and in writing, to discuss options on how to assist them to bring their account current; however, Owners have instead declined those options. As Owners state in the complaint, they have requested a Deed in Lieu of Foreclosure ("DIL") from the Company on a number of occasions. However, as Owners have previously been advised, their account does not qualify for a DIL and the Company is not required to, nor inclined to, provide such option at this time.

Please be further advised that the Company received a formal cease-and-desist request from Owners on July 19, 2022. Pursuant to the request, the Company placed the telephone number on the account on our internal do not call list and as such, they will not receive solicitations from the Company at that number. However, please be advised that the Company does not qualify as a "debt collector" under the Fair Debt Collection Practices Act. As such, the cease-and-desist request does not preclude the Company from contacting Owners for collection purposes, which is what Owners were advised at the time of the July 19, 2022 telephone call. Furthermore, please be advised that the contract documentation executed by Owners in connection with the purchase of the Upgrade Ownership grants the Company the right, but not the obligation, to foreclosure upon the Upgrade Ownership at the Company's discretion.

Upon review of Owners' file, we have confirmed that the documentation executed by Owners in connection with their purchase is in order. Owners received all requisite disclosures applicable to their purchases, which clearly identifies the terms and conditions of their purchases. Because we are unable to substantiate Owners' claims of wrongdoing and because Owners have outstanding mortgage obligations owed to the Company, Owners are not entitled to, or otherwise eligible for, contractual relief at this time. We therefore respectfully decline their request for the same.

Furthermore, as previously advised Owners' account is currently delinquent. The Company is required to accurately report delinquencies to Experian. We encourage Owners to contact our Capital Management Department at (800) 298-3706 to ascertain what options may be available to them at this time in order to assist them with bringing their account current.

Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

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

Consumer Response /* (3000, 12, 2022/08/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We reject the response from the HICV. At no time did HICV fully disclose that "reservations are subject to availability and that if Owners are not able to secure their first vacation choice, an alternate choice may be required to confirm a reservation." We have called customer service multiple times and reservations are unavailable when we can go. Why is HICV selling timeshares if reservations can't be guaranteed? That is a scam and breach of contract. We are fully aware of the delinquent account and your agents have not provided us with any "payment options" or other relief. We no longer can pay this due to medical reasons as stated in the original complaint and want HICV to proceed with foreclosure. We did speak to a representative a couple of months ago and he advised the account had to be 4 months delinquent. It is well past the four months. If HICV doesn't do a DIL or allow us out of this, we will file suit for breach of contract! Immediate rectification of this needs to occur.

Business Response /* (4000, 15, 2022/08/12) */
We have received the rebuttal complaint filed by Mr. & Mrs. ******** ("Owners").

Owners claim that the Company did not provide disclosures with respect to availability at the time of purchase. This is untrue. Upon review of Owners' contract documentation, we find that Owners signed and acknowledged the Owner Clarification Form where it is clearly disclosed that:

"The Holiday Inn Club(r) vacation exchanges are subject to availability of other timeshare interests in the exchange network, rules, regulations, terms, renewal membership dues, exchange fees, and other restrictions set by GlobalAccess from time to time. You acknowledge that you may not receive your first vacation choice and alternative choices may be required to confirm an exchange through the Holiday Inn Club(r)."

Additionally, Owners also executed the Purchase Agreement which states "the use of the Club is subject to availability of other vacation interests in the exchange network, availability of certain other Club benefits, rules, regulations, terms, renewal membership dues, exchange and other fees and restrictions set by GlobalAccess from time to time." We thereby find that Owners signed several contract documents that provide availability disclosures and thereby acknowledged their understanding that all reservations are subject to availability.

Owners allege that the Company's Capital Management Department has not provided them with any payment options. We dispute this allegation as our records reflect otherwise. Instead, we find on several occasions, Owners spoke with our agents and declined assistance with bringing their accounts current. Specially, Owners declined payment plan options on two occasions in July 2022 and once in August 2022. Owners have persisted to request a DIL, or for the Upgrade Ownership to be foreclosed upon. We maintain that Owners do not qualify for a DIL and the Company is not required to, nor inclined to, provide such option at this time. We further maintain that the contract documentation executed by Owners in connection with the purchase of the Upgrade Ownership grants the Company the right, but not the obligation, to foreclosure upon the Upgrade Ownership at the Company's discretion. We again encourage Owners to contact our Capital Management Department to ascertain what, if any, payment assistance can be offered in connection with their financial obligations.

Upon receipt of Owners' rebuttal, we again reviewed Owners' accounts and re-verified that their contract documents were duly executed and that they received all requisite disclosures applicable to their purchases, including instructions on how to timely request cancelation of their contract within the rescission period. Since all documentation executed at the time of sale is in order, signed and acknowledged by all parties to the agreement, and because we could not substantiate their claims of wrongdoing, we stand by our initial response and our position remains unchanged.

Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

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

Consumer Response /* (4200, 18, 2022/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We reject the response from the business. We signed this contract under pressure from your deceiving sales agents who lied to us about the availability of the timeshare. When we upgraded our timeshare in December 2021, Tito the agent advised if we upgraded, we would be able to use the timeshare "whenever you want" this is not the case and is deceptive and we have consulted with other former owners who have agreed to the same deceptive practices they have received by HICV. Further, we also reject the response advising we were offered a payment arrangement. When I last spoke to HICV in August 2022, we were advised by multiple agents there are absolutely no arrangements available to us and they would not lower the payments. I spoke to Omar and Synthany(sp) in customer service on 8/2/22 who advised a foreclosure had been issued on the account 7/28/22. I proceeded to speak with Tyrone in the legal department who advised the legal department to issue a legal hold on the account and won't be foreclosing as a result of 3rd party involvement. There is absolutely no 3rd party involvement and BBB is not considered 3rd party. I was then giving the number to the foreclosure department who advised the 3rd party contact was a timeshare exit company. We have never contacted a timeshare exit company, so no idea where you guys got this false information or if you have mixed it up with another owner. I was then transferred to the compliance department and spoke to Eric who advised they put a legal hold on my account for "legal concerns." There are absolutely no legal concerns with my complaint to the BBB and this is direct retaliation and is illegal from HICV. I further requested Eric what financial options are available to us to lower the payments in lieu of rectifying this account. He advised this is not his department and transferred me to the contract department where I spoke to Krista. She advised since the account is behind, there is no way to lower the payments or refinance the account, giving no other options.

Further, in the BBB complaint, the paralegal advised " Please note that it was fully disclosed to Owners at the time of each purchase that all reservations are subject to availability and that if Owners are not able to secure their first vacation choice, an alternate choice may be required to confirm a reservation." This is not true and under no circumstances were we advised reservations were subject to availability. We were advised by "Tito" the sales agent upgrading would allow us to go anywhere we want whenever we want and this is not the case. We have even called into the reservation department multiple times and they were not able to assist us. We were also advised during our upgrade meeting this is real estate property that can be sold at any time. This was another lie from HICV as there is no resale value on timeshares. I spoke to Omar and Synthany(sp) in customer service on 8/2/22 who advised a foreclosure had been issued on the account 7/28/22. I proceeded to speak with Tyrone in the legal department who advised the legal department to issue a legal hold on the account and won't be foreclosing as a result of 3rd party involvement. There is absolutely no 3rd party involvement and BBB is not considered 3rd party. I was then giving the number to the foreclosure department who advised the 3rd party contact was a timeshare exit company. We have never contacted a timeshare exit company, so no idea where you guys got this false information or if you have mixed it up with another owner. I was then transferred to the compliance department and spoke to Eric who advised they put a legal hold on my account for "legal concerns." There are absolutely no legal concerns with my complaint to the BBB and this is direct retaliation and is illegal from HICV. I further requested Eric what financial options are available to us to lower the payments in lieu of rectifying this account. He advised this is not his department and transferred me to the contract department where I spoke to Krista. She advised since the account is behind, there is no way to lower the payments or refinance the account, giving no other options.

Further, in the BBB complaint, the paralegal advised " Please note that it was fully disclosed to Owners at the time of each purchase that all reservations are subject to availability and that if Owners are not able to secure their first vacation choice, an alternate choice may be required to confirm a reservation." This is not true and under no circumstances were we advised reservations were subject to availability. We were advised by "Tito" the sales agent upgrading would allow us to go anywhere we want whenever we want and this is not the case. We have even called into the reservation department multiple times and they were not able to assist us. We were also advised during our upgrade meeting this is real estate property that can be sold at any time. This was another lie from HICV as there is no resale value on timeshares. Furthermore, in the BBB the paralegal stated "Owners state that they are unable to afford the financial obligations attendant to the Upgrade Ownership and do not desire to retain the Upgrade Ownership any longer due to changed circumstances. In recognition that financial circumstances may change, the Company provides payment options to its owners to assist with financial hardship." We have called multiple times since April to discuss payment options and again today 8/4/22 when I spoke to Krista who advised there are no options for us. So this is a false statement from the paralegal. HICV has not worked with us despite my medical hardship and being unable to return to work. Again, we need a release from this timeshare whether it's a DIL, deed back or foreclosure immediately.If this is not rectified immediately, we will proceed with filing another complaint with the Florida Attorney Generals' office consumer complaint division.

Regards,
******** & ******* ********

Business Response /* (4000, 22, 2022/09/02) */
We received the second rebuttal complaint from Mr. & Mrs. ******** ("Owners"). We have reviewed each of Owners allegations and previously responded with specificity addressing each of the issues raised in their complaints. We maintain that Owners received full disclosure of all terms and conditions attendant to each purchase, including without limitation, the financial obligations, availability disclosures and statutory rescission period thereto. Yet Owners insist that they were wronged by the Company for the reasons set forth in their complaint. We deny any wrongdoing on the part of the Company in connection with the sale of the two (2) ownerships to Owners and Owners' claims are simply without merit.

Pressure. Owners vaguely claim that they were subjected pressure during the sales presentation. However, Owners have failed to offer any specifics regarding the same. As such, we cannot comment on the same with greater specificity. However, we dispute Owners' characterization of the Company's sales process. The Company sales consultants are enthusiastic about vacation ownership; however, they do not force prospective purchasers to purchase timeshare interests. If Owners did not believe the purchase of the Upgrade Ownership constituted a good purchase at the right price, they were under no obligation to consummate the purchase and were welcome to leave the sales center at any time without making a purchase. In fact, many prospective purchasers leave our sales center without making purchases, just as Owners themselves have done on one (1) occasion. Alternatively, Owners were afforded the statutory rescission period in which to rescind their purchase. However, they failed to exercise this right.

Resale. Owners state that they were told their Upgrade Ownership could be sold at any time. Please note that the Company does not have, nor has it ever had, a buy-back and/or resale program. While Owner may opt to sell or transfer the Upgrade Ownership to a bona fide third party in accordance with the Company's transfer requirements, and subject to any mortgage(s) placed on the property, the Company does not offer resale services to assist owners in this regard and we do not advise prospective purchasers to the contrary. Upon purchasing the Upgrade Ownership, Owners executed the Owner Clarification Form acknowledging that "This Timeshare Interest is being purchased for personal use and enjoyment and that you are not purchasing with an expectation of receiving any tax benefit, or income from rental or profit from the resale of your Timeshare Interest and (ii) the market for resale of timeshare interests is poorly established."

Cancelation. Owners reiterate their request to be relieved of their outstanding obligations attendant to the Upgrade Ownership. Regardless of any engagement of a third-party company by Owners, we have reviewed Owners' allegations with an open mind, and we have thoroughly evaluated the merits of their claims. In doing so, we have re-confirmed that the documentation provided to Owners at the time of each purchase is in order and that they executed and acknowledged all requisite disclosures applicable to their purchases, which clearly identify the terms and conditions of their respective ownerships. Because Owners have outstanding financial obligations owed to the Company and they are outside of their rescission period, we maintain that Owners are not entitled to, nor eligible for, contractual relief. For these reasons, we reaffirm our decision to decline Owners' request for account cancelation.

Notwithstanding the foregoing, we maintain that the Company's Capital Management Department attempted to provide Owners with payment assistance; however, they declined the option available to them. Furthermore, while Owners assert that foreclosure has been issued on July 28, 2022, this is untrue. We reiterate that the contract documentation executed by Owners in connection with the purchase of the Upgrade Ownership grants the Company the right, but not the obligation, to foreclose the Upgrade Ownership at the Company's discretion. To the extent foreclosure proceedings are initiated, Owners will receive notices regarding the same per state requirements. If Owners would like to avoid foreclosure, they will be required to bring their account current, and they may do so by contacting our Capital Management Department at (800) 298-3706.

Sincerely,
HOLIDAY INN CLUB VACATIONS
INCOROPORATED

Katherine M*******
Paralegal, Legal Services
Initial Complaint
Date:07/19/2022
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.
Context:
Holliday In Vacation Club contacted me to sell a vacation package (4 days, 3 nights) price was USD. 199,00 paid through AMEX on 03/10/20 ***************
This promo required me to attend a sales meeting (2hrs). They asked me qualification questions during the call, and I answered them. They said I was qualified and I bought it.
The attached documents make it clear what are the qualification requirements. I am still qualified based on the document.
If I didn't attend the meeting or didn't qualify, I would have to pay the full rate. (Also clear in the contract).

What happened:
I went to attend the sales meeting appointment at the time and location scheduled by them.
At the front desk, I shared my ID, and I was asked some other qualification questions, one of them was if I was on a "Work Visa". I answered that I am. (Even though I am approved for legal residency I haven't received my card yet).
I was told I was not qualified and that they would not let me in. (This question was not made in when they sold me the package, and the contract also doesn't mention visa status as a qualification requirement. (Note: I am a legal alien with a health finance history and credit).

Right after I left, I was charged USD 477.

I don't agree with this charge once it is based on a qualification that was excluded from the initial contract.

I fulfilled my contractual obligations and should not be charged anything extra.

I have called them 888 649 0750, I talked to Henry, who told me I was not qualified because I am not an American Citizen (Also not clear in the contract and not a qualification question and they sold me the package).

I am looking for a reimbursement of the extra charge (USD 477).
Business Response
Date: 10/12/2022
Business Response /* (1000, 9, 2022/07/27) */
Contact Name and Title: Joann A*****
Contact Email:***************************
Good Afternoon,

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

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

The Company has contacted Mr. Bueno 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

Consumer Response /* (2000, 11, 2022/07/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I haven't been contacted, but I received the reimbursement, which clarifies their position.
Initial Complaint
Date:07/19/2022
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.
It has been such a long journey with Holiday Inn and this timeshare. We've had two different contracts with them. They have allowed us to get out of one of those, but for some reason, we cannot get rid of our last timeshare with them. It is so frustrating to continue to go through this and have to pay for something we clearly are not happy with.We've had so many concerns with the maintenance fees. They keep going up and it is just stressful to try to take care of them. We would like to just finally be done with all of this. We hope to hear from Holiday Inn soon of ways we can end our second contract as well since.
Business Response
Date: 11/09/2022
Business Response /* (1000, 12, 2022/08/18) */
Thank you for contacting Holiday Inn Club Vacations Incorporated (the "Company") in connection with the complaint filed with your office by Mr. ********* ("Owner"). We appreciate the opportunity to respond to the concerns set forth therein.

Owner has entered into five (5) purchase transactions with the Company, with the first transpiring on November 7, 2006 and the most recent on October 7, 2019. On October 7, 2019, Owner owned two (2) timeshare interests with the Company, (i) one (1) annual Standard beneficial interest in the ****** **** **** ***** (the "Trust Ownership"), which entitled him to 300,000 points every year in the Company's points-based exchange program, the Holiday Inn Club ("Club"), and one (1) annual Standard beneficial interest in the ********************** (the "Second Trust Ownership,") which entitled Owner to additional 30,000 Club points every year. However, in December 2021, Owner surrendered the Trust Ownership through the Company's Horizons Program. Therefore, the Second Trust Ownership is the only active ownership Owner has with the Company at this time.

Please be advised that owners who meet the eligibility requirements of the Company's Horizon's Program, which includes but is not limited to, (i) satisfying his or her mortgage obligations, (ii) have remitted any outstanding financial obligations, and (iii) remit payment towards the program's processing fee, are able to surrender their ownership(s) to the Company, without refund, through the Company's Horizons Program. Because Owner met the prior requirements of the Horizon's Program in 2021, he was able to surrender his Trust Ownership back to the Company accordingly.

Owner expresses concern with the maintenance assessments attendant to the Second Trust Ownership. Please be advised that the amount of the maintenance assessments attributed to the Second Trust Ownership was fully disclosed to Owner at the time of purchase as well as the fact that they are subject to increase. As a timeshare owner with the Company for over 15 years, Owner is fully aware of the same. The maintenance obligations attendant to the Second Trust Ownership is based on the annual budget adopted by the association. The association tries to keep these costs as low as possible, however, there are a number of factors that impact the maintenance of the resorts that are outside of the association's control such as increases in the costs of labor, materials, insurance rates, etc. We will continue to work with the association to keep these costs as low as possible in the future.

Owner requests account cancelation for the Second Trust Ownership. Please be advised that the rescission period for the Second Trust Ownership has expired and Owner's request is untimely. Additionally, Owner has outstanding mortgage obligations under the Second Trust Ownership and as such, is not eligible to surrender this ownership through the Horizons Program at this time. Moreover, we have confirmed that the documentation executed by and provided to Owner at the time of purchase is in order and that he received all requisite disclosures applicable to his purchase. As such, we have determined that he is not entitled to, nor eligible for, account cancelation or refund, and we respectfully decline his request for the same.

Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

Katherine ********
Paralegal Services

Consumer Response /* (3000, 14, 2022/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We're so happy to receive a response from Holiday Inn. I wish it was the answer we were looking
for. It was never a question of did we want to, we were told we had to attend an owners update
every time we stayed. When we purchased our timeshare ownership we were told it was a great
investment and we could pass ** on to our family when we die. We were told it would open up where
we could go and the type of unit we could stay in-Signature series versus regular villas. Your sales
reps told us we would be saving money on vacations with these ownerships and we needed to have
a certain amount of points to make it worth it. We always had at least 3 people come talk to us when
we tried to say no. They ***'t give you any time to think about it and tell you that you have to decide
right then rather than let us figure out our finances. Meetings were always at least 3 hours because they are constantly trying to get you to buy. They encouraged us to purchase with them and then
refinance with our bank. There was no way to talk to the bank first to see if that was even an option.
I mean this company and the sales reps have said and done a lot of things that were not honest. We
***'t want anything from them other than an opportunity to get out of this timeshare completely.
This is the least that can be done to work with us. We hope you all understand and will complete the
good work. Thank you!

Business Response /* (4000, 16, 2022/09/07) */
Please refer to the response emailed directly to the Better Business Bureau on September 7, 2022.

Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

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

Consumer Response /* (4200, 19, 2022/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing new has been stated in your reply to us. We keep expressing to you what has been done, how we've felt misled here and nothing has been done to figure out how to resolve this reasonably with us. How many times do we have to tell our story? It is sad to know that Holiday Inn is okay with their sales reps misinforming and being dishonest with future buyers. What can we do here, not to become current or to keep this, but to finally just walk away from this burden? Please just help us. Thank you.

Business Response /* (4000, 21, 2022/09/28) */
We have received the 2nd rebuttal complaint filed by Mr. ********* ("Owner").

Owner insinuates that the Company does not care how its sales consultants behave. This is untrue. The Company has an extensive training program and conducts audits of our sales employees. We also maintain records of reported misrepresentation and take allegations of the same very seriously. Employees who deviate from approved policies, procedures or scripting receive the appropriate disciplinary action, which disciplinary action is documented in their files. Upon receipt of the complaint, we reviewed our records for the sales consultant who assisted Owner with his purchase of the Second Trust Ownership. The Company has not received any complaints from other owners alleging that this sales consultant engaged in misrepresentations regarding the claims Owner has alleged in his complaints.

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 responses and affirm that Owner is not entitled to, or otherwise eligible for, cancelation or refund of the Second Trust Ownership and we respectfully decline his request for the same.

Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

Katherine ********
Paralegal, Legal Services
Initial Complaint
Date:07/18/2022
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We need to file a complaint against Holiday Inn. We have made numerous attempts to get this account canceled. We purchased this timeshare on August 1, 2015. We were under the impression that once we agreed on a price that would be the price for our vacations at our time to use it. We were not expecting monthly maintenance fees, booking fees, assessment fees, etc. We were led to believe that the points we had purchased were enough to allow us to book when we wanted to. We have made calls trying to speak with someone to help and we never get answers and are told someone will call us back. We received a Final Collection Notice dated December 3, 2021. We would like to know where our account stands. Is it being foreclosed on as they stated in the letter mentioned above? We want this timeshare canceled.
We hope that you can assist us in this matter.
Business Response
Date: 10/11/2022
Business Response /* (1000, 12, 2022/08/17) */
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 August 1, 2015, at which time he purchased an annual timeshare interest at the Orange Lake Resort in Kissimmee, Florida (the "Ownership"), entitling him to 82,000 points per year in the Company's points-based exchange program, the Holiday Inn Club (the "Club").

Terms. Owner claims that the Company did not properly disclose the fees associated with the Ownership. We dispute this claim. Please be advised that the purchase documentation provided to and executed by Owner at the time of purchase fully sets forth the financial obligations attendant to the Ownership. Prior to the contract documentation being generated, Owner was presented 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. Accordingly, Owner was provided clear disclosure of the fees attributable to the Ownership, including without limitation, the then current Club membership, exchange program, reservation, and maintenance fees, each of which may be subject to change and/or increase. All financial obligations attendant to Owner's purchase were fully disclosed to Owner at the time of purchase.

Furthermore, as part of the sales process, Owner was required to meet with a Quality Assurance Officer ("QAO") to review the contract documentation and the details of his purchase to ensure that he had a full understanding of the terms and conditions associated with the Ownership. Owner was handed each document and was provided the opportunity to review each in detail prior to signing, as well as the opportunity to ask for clarification regarding anything he did not fully understand in connection therewith. If Owner had communicated to the QAO that he did not understand the purchase documents and/or any aspect of the purchase, the QAO would have halted the sale to address those concerns. Likewise, if Owner required additional explanation or more time to review the documents the QAO would have been happy to provide him with the same. Before leaving the sales center, Owner affirmatively advised the QAO that he understood the terms of his purchase and proceeded to execute the contract documentation applicable to his purchase.

Club Points. Owner alleges that he was provided assurances that 82,000 Club points was sufficient to book whenever he desired. While 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 of our Club program, Owner is afforded the ability to utilize his Club points at any of the twenty-eight (28) resorts within Company's network. In connection therewith, he may book reservations in any available unit during any time of year, provided that (i) he has the requisite number of Club points in his ownership portfolio for the desired reservation, (ii) he abides by his applicable booking windows, and (iii) his financial obligations attendant to the Ownership are current. Please note that at the time of purchase, a Member Guide was provided to Owner which clearly discloses the number of Club points required to book reservations at these resorts, broken down by resort, season, day of the week, and unit size, all of which factors into the number of Club points required to secure a reservation. Owner may also utilize his Club points for (i) reservations at resort accommodations through RCI's external exchange program; (ii) reservations at hotel accommodations at thousands of IHG-branded hotels worldwide through the IHG One Rewards Program; and (iii) airfare, car rentals, cruises, and more through the Company's Club Partners Program. Please note that the number of Club points required to book reservations through any of our affiliates (i.e., IHG and/or RCI) are set by the respective exchange company 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. Similarly, confirming a transaction through our Club Partners program for airfare or car rentals is subject to factors such as the then-current rates, which rates are set by the airlines and car rental companies and not the Company.

Assistance. Owner claims that he contacted the Company to request cancelation but that the Company did not provide any support to his requests for assistance. Please be advised that we have no record of Owner previously requesting cancelation from the Company. Instead, we find that our agents last spoke with Owner in July 2021, wherein Owner requested that his account be removed from the Company's automatic payment program. Additionally, at that time, Owner elected to remit his mortgage payment and when offered payment arrangement options by the Company's agents, he declined. Thereafter, we find that the Company's Capital Management Department has made multiple attempts to contact Owner to discuss the status of his account due to the severe delinquency thereunder; however, Owner has not been responsive to such attempts.

Cancelation. Owner requests the status of his accounts associated with the Ownership and cancelation of the same. Firstly, please be advised that Owner is outside of his rescission period. In addition, we have confirmed that the documentation provided to Owner at the time of purchase is in order and that he received all requisite disclosures applicable to his purchase. Because we are unable to identify any evidence of wrongdoing on the Company's part and because he has outstanding mortgage obligations, we have determined that Owner is not entitled to contractual relief, and we respectfully decline his request for the same.

Notwithstanding the same, Owner advises that he has received a Final Collection Notice dated December 3, 2021, in connection with his account. Please be advised that Owner has failed to make any payments under the Ownership since July 2021. Based on the severe delinquency thereunder, Owner's account is currently under review for foreclosure. To the extent the foreclosure proceedings are initiated, Owner will receive notices regarding the same per state requirements. If Owner would like to avoid foreclosure, he will be required to bring his accounts current, and he may do so by contacting our Capital Management Department at (800) 298-3706.

Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

Katherine M*******
Paralegal, Legal Services
Initial Complaint
Date:07/14/2022
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.
We have been attempting to work with Holiday In to give back our timeshare contracts since 2019.
We have sent them several letters and reached out to multiple organizations to file complaints
against them and still, no one from their company has responded to us except to send us bills and
demand payment. When we purchased this timeshare we had been told that this would be a great
investment into our family and that it would ensure that we took vacations every year. On top of that,
this would allow us to save money. The truth is that this timeshare has put us in Financial Hardship.
There are hidden costs to this timeshare and the maintenance fees continue to rise every year. We
no longer want to own something that we were conned into buying and that was falsely sold to us.
We also do not want to pass this on to our children. Our goal in reaching out to the BBB is to get
movement on our complaints with the company and to finally get out of our timeshare contracts. We
hope that you can assist us and at the very least help open up clear and consistent lines of
communication with Holiday Inn.
Business Response
Date: 10/13/2022
Business Response /* (1000, 12, 2022/08/31) */
Dear Mrs. *******:
Thank you for contacting Holiday Inn Club Vacations Incorporated (the "Company") in
connection with the complaint led with your ofce by Mr.******* ("Owner"). We appreciate the
opportunity to respond to the concerns set forth therein.
Our records show that Owner attended the Company's timeshare presentation on December 7,
2019, at which time he purchased an annual standard benecial interest in the Orange Lake Land
Trust (the "Ownership"). The Ownership entitles Owner to 200,000 points per annum in the
Company's points-based exchange program, the Holiday Inn Club ("Club"). Owner may utilize
his Club points towards (i) reservations at any of Company's twenty-eight (28) resort locations;
(ii) reservations at resort accommodations through RCI's external exchange program; (m)
reservations at hotel accommodations at thousands of IHG-branded hotels worldwide through the
IHG One Rewards Program; and (iv) airfare, car rentals, cruises, and more through the Company's
Club Partners Program.
Prior Correspondence. Owner claims that he previously contacted the Company with his concerns
but that the Company has not provided any support with his request for assistance. Upon review
of Owner's communication history with the Company, we nd that in March 2020, Owner's wife
(i.e., the primary Owner to the Ownership) contacted the Company to request cancelation. Owner's
wife was advised by a Company agent that her account did not qualify for cancelation at that time,
but that she had the option of independently selling her Ownership to a bona de third party.
Thereafter, in April 2020, the Company received a complaint from Owner through the American
Resort Development Association ("ARDA"). The Company responded to Owner's complaint in
writing on May 14, 2020, advising that (i) his purchase documents for the Ownership were in
order, signed, and acknowledged by him, agreeing to the terms and conditions therein, and (ii)
Owner has outstanding nancial obligations owed to the Company. For these reasons, Owner's
request for cancelation was respectfully declined. The Company has no further record of receiving
additional correspondence or other communications from any other agency at this time.

Consumer Response /* (3000, 15, 2022/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When we attended the seminar , there was a salesman that wouldn't leave our side . When I wanted to use the restroom, he stood outside the door and waited to escort me back to our table. We were pressured into buying the timeshare by telling us there wasn't much time , we had to decide now . We weren't allowed to look over any paperwork at the time of purchase nor were we given a copy of anything after wards . There was a lady and her son who were pretending to buy a share in the next office , but when we left , they walked towards the apartments and were already members of the timeshare . We were watched by several people and felt unable to leave .
We feel they should take their property back because of the lack of transparency , the deception, and the exorbitant costs associated with this timeshare .
No one disclosed to us we could cancel within 3 days
Had we known that , we would have canceled at that time
We felt deceived , manipulated and lied to about the conditions of the contract
We felt rushed and uneducated about this contract . There should have been opportunity to look it over , allow us to take a copy to our lawyer before signing, and given 60 days to see if it would work for us .
We pray from relief of this assignment and justice to precisely that they misrepresented their property
Sincerely and respectfully
**** and *************

Business Response /* (4000, 19, 2022/09/12) */
We have received a rebuttal complaint filed by Mr. & Mrs.******* ("Owners").

Sales Consultant. Owners claim that the sales consultant "wouldn't leave their side" and that they felt they were unable to leave the sales center. Please be advised that the sales consultant that assisted Owners with their purchase is no longer employed with the Company; therefore, we cannot comment regarding what occurred in connection with the restroom allegations. However, as previously stated, our sales consultants do not force anyone to purchase our product. Additionally, they do not lock prospective purchasers in the sales center, nor do they otherwise prevent them from leaving the sales center without making a purchase. Owners were welcome to leave the sales center without making a purchase, just as many prospective purchasers do each day. We maintain that all of the Company's sales presentations are voluntary. If Owners do not wish to attend additional sales presentations in the future, they are welcome to decline any invitations and/or incentives offered in exchange for their attendance to the same.

Purchase Urgency. Owners claim that they did not have time to think about making their purchase and had to purchase their timeshare at the time of the sales presentation. Please note that the Company's inventory fluctuates on a daily basis. As such, if a prospective purchaser identifies a particular piece of inventory that he or she wants to purchase, it cannot be guaranteed that the same inventory will be available for purchase at a later date, nor do we guarantee that the first day discount and/or incentives extended to the prospective purchaser on the date of the presentation will be available at a later date. If upon the conclusion of the sales presentation, Owners did not wish to consummate a purchase, they were welcome to leave the sales center without making a purchase. Alternatively, they could have canceled the purchase within the applicable rescission period. However, Owners did not exercise this right.

Contract. Owners claim they were not given enough time to read the contract documents for the Ownership prior to signing. Please note that Owners were required to meet with a Quality Assurance Officer to review the contract documentation and the details of their purchase to ensure they had a full understanding of the terms and conditions stated therein. Owners were handed each document and were provided the opportunity to review each in detail prior to signing, as well as afforded the opportunity to ask for clarification regarding anything they did not fully understand in connection therewith. If Owners had communicated to the Quality Assurance Officer that they did not understand the purchase documents and/or any aspect of the purchase, the Quality Assurance Officer would have halted the sale to address those concerns. Likewise, if Owners required additional explanation or more time to review the documents, the Quality Assurance Officer would have been happy to provide them with the same. Before leaving the sales center, Owners affirmatively advised the Quality Assurance Officer that they understood the terms of their purchase and proceeded to execute the contract documentation applicable to their purchase.

Rescission. Owners allege that the rescission period was not disclosed to them at the time of purchase. This is untrue. Please be advised that the Company is committed to ensuring that all of its owners are aware of the terms and conditions of their purchase at the time of sale. In addition, all purchasers receive copies of their executed documentation at the time of purchase, without exception. Owners' rescission rights were fully set forth on the Purchase Agreement and Alternative Media Disclosure Statement provided to Owners at the time of each purchase. Please note the fact that Owners not only received full written disclosure of this information, they also specifically signed these documents memorializing their receipt and understanding of the same. The Company abides by the rescission period established by applicable laws and Owners were afforded the opportunity to review and rescind their purchase within the rescission period, which they did not do. Additionally, Owners were welcome to consult with an attorney to review the same during their rescission period. Had Owners requested contract rescission in writing within the rescission period, the Company would have immediately canceled their purchase. As such, we reject Owners' allegations that the sales personnel were not transparent about the terms and conditions of their purchase or that information was omitted in connection therewith. Furthermore, the purchase transpired in Nevada, and as such, Owners were afforded five (5) calendar days after the purchase in which to rescind their contract, not the three (3) days stated in the complaint.

Cancelation. Upon receipt of Owners' rebuttal, we again conducted a thorough investigation of Owners' account and re-verified that their contract documents were duly executed and that they received all requisite disclosures applicable to their purchase, including their financial obligations thereto and instructions on how to timely requires cancelation of their contract within the rescission period. Since all documentation executed at the time of sale is in order, signed and acknowledged by all parties to the agreement, and because we could not substantiate Owners' claims of misrepresentation, we stand by our initial response and our position remains unchanged.

Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

Katherine M*******
Paralegal, Legal Services
Initial Complaint
Date:07/14/2022
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 July 6th I was transferred from IHG reservations to hear about a special promotion. It was from Holiday Inn Vacation Club for a 3 night package for $249 with an option to get back $249 in cash if I participate in a 1-2 hour presentation. The agent made it seem like I was being offered an exclusive offer and also that the presentation was to promote the IHG brand. I hesitantly gave my credit card #. When I received the confirmation email I noticed that the presentation was for a timeshare sales pitch. I went online and I found the same offer for $249 with cash back being offered to anyone. The link is https://hcvtravel.com/ct-ihg I also read reviews from people that the timeshares presentations were aggressive and longer than 2 hours. I called the company the next morning and asked for a refund. The agent said that it was non refundable and denied that the offer was available online. I then sent an email to guest relations and they just replied that the package was non refundable. They did not address my claim that the agent never mentioned the presentation was for sales of timeshares, or the link that shows the deal is available for anyone. I was misled and I want a refund, I don't appreciate being taken advantage of by a smooth talking salesperson and I think it is horrible that a company would not honor my request for a refund.
Business Response
Date: 10/11/2022
Business Response /* (1000, 9, 2022/07/27) */
Contact Name and Title: Joann A*****
Contact Email: [email protected]
Good Morning,

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

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

The Company has contacted ************* regarding the concerns detailed in the Complaint. We are happy to report that we have come to a mutually agreeable resolution of the Complaint with********.

Sincerely,

Joann A*****
Manager-Paralegal
Holiday Inn Club Vacations Incorporated

Consumer Response /* (2000, 11, 2022/08/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Refund issued

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