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.

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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:03/10/2025
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.
My sister and I purchased a timeshare with Holiday Inn Resorts (Orange Lake), expecting a positive experience. Over the years, we upgraded our contract multiple times, but our health has significantly declined, leaving us unable to use the timeshare. We now face severe medical conditions, escalating healthcare costs, and financial strain, making it impossible to maintain this contract.Despite repeated written requests (April 11, 2024, August 30, 2024, and February 10, 2025) to Holiday Inn Resorts requesting a compassionate release due to our medical hardships, we have received no resolution. The company has failed to respond appropriately, leaving us trapped in an unmanageable financial obligation. The initial sales promises of easy reservations and rental income have not materialized, and we feel misled by deceptive sales tactics.We urge Holiday Inn Resorts to act ethically and address our situation with the compassion it warrants. We are requesting the immediate cancellation of our timeshare contract (Member #*******) to alleviate our financial and emotional distress. Their continued disregard for our health and circumstances is unacceptable.We seek BBBs assistance in urging Holiday Inn Resorts to fulfill its duty to its customers and resolve this issue fairly.
Business Response
Date: 03/31/2025
We are in receipt of the Complaint filed with your office by ************************** We have carefully reviewed Owners concerns and we appreciate the opportunity to respond to the same.
Our records show that Owner has entered into twelve (12) purchase transactions with Holiday Inn Club Vacations Incorporated (the Company). Owner currently owns an annual Standard beneficial timeshare interest in the Orange *************** (the Active Ownership) that she purchased on December 26, 2019. The Active Ownership entitles Owner to ********* points per annum in the Companys points-based exchange program, the Holiday ********* as well as numerous additional benefits (i.e.,complimentary resort stays, free upgrades, etc.) and discounts at the Elite Platinum membership level.
Availability. Owner states that she was received promises of easy reservations. Please note that it was fully disclosed to Owner at the time of purchase that all reservations are subject to availability on a first-come, first-served basis. The Company encourages owners to secure reservations as early as their booking window allows to maximize their ability to secure their desired reservations. The Owner Clarification Form executed by Owner at the time of her purchase of the Active Ownership clearly states that You acknowledge that you may not receive your first vacation choice and that alternative choices may be required to confirm an exchange through the Holiday Inn Club.
A review of Owners reservation since purchase of the Active Ownership shows extensive use. To the extent Owner is experiencing difficulty securing reservations, Owner may have more success if she books farther in advance. If Owner requires assistance securing reservations, we encourage her to contact a Vacation Counselor at **************, who will be happy to assist her in that regard.
Financial Assurances. Owner claims she was advised that her purchase could be used as supplemental income with rental opportunities. We dispute this claim. The Company does not sell its product as financial investments and prospective purchasers are advised that they should not be purchased as such. Timeshares are use-based products, the value of which is realized through the use of the same. Owner was provided with clear disclosure that her purchase is being entered for her personal use and enjoyment and without any expectation of receiving any monetary gain (whether through rental, resale,or tax advantage), which disclosure is memorialized in the contract documents she executed. Specifically, the Purchase Agreement provides that Purchaser warrants and represents to Seller that the purchase of the Interest is made for Purchasers personal use. Seller makes no representations to Purchaser concerning rentals, rental income, income tax considerations, or investment potential.
Affordability. Owner also claims that she cannot afford the payment obligations associated with the Active Ownership. Our sales consultants fully and accurately present the financial terms and conditions of the purchase to the prospective purchaser, but do not speculate on affordability as that is for the prospective purchaser to determine based on his or her circumstances. Upon conclusion of the sales presentation and prior to her execution of the purchase documentation, Owner was provided with a one (1) ********************** setting forth the financial terms of the purchase in order to confirm her understanding and agreement to the same,including without limitation (i) the purchase price for the Active Ownership,(ii) the down payment amount, and (iii) the interest rate attributable to the purchase. Only after she executed the Purchase Proposal were contract documents generated for her review and execution. Owner was provided the opportunity to review in detail all of the documents prior to signing and could have asked for clarification regarding anything that she did not fully understand in connection with her purchase. Owner signed a Purchase Agreement, Promissory Note, Closing Disclosure and Mortgage for the Active Ownership, all of which clearly disclose her financial obligations. If Owner determined that the financial obligations attendant to her purchase were not acceptable, she was welcome to decline to execute the purchase documentation, or alternately, cancel the purchase within the rescission period. Owner received copies of all executed documentation before she left the sales center as well as instructions on how to timely cancel her contract within the rescission period. Owner did not, however,request contract cancelation within the statutory rescission period, rendering her cancelation request untimely. We understand that financial hardships arise and are sympathetic to Owners claims regarding the same; however, such does not invalidate her contractual obligations.
Cancelation Request. Owner requests that the Company cancel her account for the Active Ownership. We found nothing to substantiate Owners claims of wrongdoing on the part of the Company. In addition, Owners rescission period has expired, and she has outstanding financial obligations owed to the Company. Accordingly, Owner is not entitled to contract cancelation, and we respectfully deny her request for contract cancelation at this time. Notwithstanding the foregoing,owners who no longer desire to retain their timeshare interests may surrender the same to the Company through the Companys Horizons Program. To be eligible for participation in the Horizons Program, an owner must have first satisfied his or her mortgage obligations, and be current on all other financial obligations, which terms were fully disclosed to Owner at the time of purchase. However, because Owner has outstanding mortgage and other financial obligations owed to the Company, Owner is not eligible to participate in the Horizons Program at this time.
The ********************************************** also offers payment options to assist owners with maintain and bringing their accounts current. To the extent Owner requires payment assistance, our ************************************* is ready to work with Owner to implement a plan to assist her with maintaining her account current and she may contact an agent at ************** to discuss the options that are available to her at this time.
Customer Answer
Date: 04/07/2025

Complaint: 23044601

I am rejecting this response because:

******* **** ******* & ********** ***** **********
************************************
Holiday Inn Club Vacations
Attn: Owner Support
*****************************************************
Orlando, FL 32819
April 7, 2025
Re: Contract # *******, Member # *******
To Whom It May Concern,
We are writing in response to your recent letter regarding our request for the cancellation of our timeshare contract with Holiday Inn Resorts. After reviewing your response, we are extremely disappointed and frustrated by the continued refusal to release us from this contract, despite our numerous requests and the very serious medical and financial hardships we have clearly explained.
First and foremost, we take issue with your suggestion that we fully understood and accepted the terms of this purchase, including the financial obligations and limitations on reservations. We were repeatedly assured by your sales staff that booking reservations would be simple and easy. In reality, that has not been the case. Over the years, securing a reservation has proven difficult and stressful, often requiring us to book far in advance or settle for locations or dates that did not meet our needs. This experience is completely inconsistent with the promises made to us at the time of sale.
Furthermore, while you state that Holiday Inn Resorts does not market its timeshares as financial investments, we were absolutely told during the sales presentations that we could offset our costs by renting out unused time. This was a key selling point used to persuade us to purchase and later upgrade our ownership. To now deny that this was part of the sales discussion feels both disingenuous and dismissive of our lived experience.
Most importantly, your response completely disregards the heart of our request that our health circumstances have changed dramatically since our purchase. We have provided ample notice, documentation, and repeated requests for compassion due to our declining health and increasing medical expenses. We are elderly, facing significant and ongoing health challenges, and no longer able to travel or use this timeshare. We cannot stress enough how burdensome this contract has become, both financially and emotionally.
Your offer to work with us on payment plans or booking reservations does not address our reality. We are not seeking payment assistance. We are not seeking help booking stays we are medically unable to use. We are seeking release from a contract that no longer serves its intended purpose and, instead, has become a source of financial hardship and emotional distress.
We firmly request that Holiday Inn Resorts take responsibility for this situation and refund the money we have paid toward this timeshare. We have made repeated good faith efforts to resolve this matter amicably, but we cannot continue to bear the burden of a product we are unable to use due to unforeseen health issues.
We are again asking, in the strongest possible terms, that Holiday Inn Resorts show compassion and integrity by cancelling our contract and refunding our payments. Anything less would be a complete failure to treat longtime customers with basic fairness and respect.

Sincerely,

******* *******
Business Response
Date: 04/17/2025
We have received and reviewed Owners rebuttal to our response to the Complaint. Upon receipt of the rebuttal we confirmed that we have previously addressed each item referenced therein in our original response. Nevertheless, Owner maintains that she is entitled to account cancelation based on misrepresentations and wrongdoings in connection with her purchase.
We have re-verified that Owner was presented with, signed, and initialed the appropriate documentation and received accurate disclosure regarding the terms and conditions of her purchases. For the reasons set forth in our prior response,we stand by our determination that the Company did not misrepresent the terms of Owners purchases and we wholly dispute Owners allegations of wrongdoing.
Furthermore, a review of Owners last eight (8) reservations reflects that seven (7) of those reservations were made less than two (2) weeks in advance of the scheduled check in date. Additionally, Owners most recent reservation was schedule to occur over the Christmas and New Years holidays, which she booked only nine (9) days in advance. And while Owner was successful in booking reservations with little advanced notice,we encourage all of our owners to book as far in advance as their booking windows allow in order to secure their desired reservations, which is what Owner was notified of at the time each of her twelve (12) purchases.
To the extent Owner reconsiders, our ************************************* remains willing to assist Owner with payment assistance and we encourage Owner to contact us at ************** in that regard.
Customer Answer
Date: 04/21/2025

Complaint: 23044601

I am rejecting this response because:

To Whom It May Concern,
We are writing once again in direct response to your continued refusal to release us from our timeshare contract, despite the extensive documentation and repeated requests we have made outlining our medical and financial hardships. We are deeply disappointed that your latest response not only fails to acknowledge the gravity of our situation, but also attempts to deflect from the core issue by reiterating talking points that do not address our very real concerns.
Let us be clear: this is not about a misunderstanding of the contract or the fine print. This is about the repeated misrepresentations made by your sales staff that directly influenced our decision to buy and upgrade this timeshare. We were assured, verbally and repeatedly, that reservations would be easy and flexible, and that renting unused points would be a viable way to help cover the cost. These assurances were not minor oversights they were foundational to our decision to proceed. Your current stance, denying any wrongdoing while clinging to signatures on documents we were rushed through, is disingenuous and dismissive of how these sales tactics operate in reality.
Your focus on our reservation history is equally misplaced. The fact that we were able to occasionally secure reservations at the last minute is irrelevant to the larger pattern of frustration and unavailability that we consistently experienced a pattern that stands in direct contrast to the promises made during the sales process. Moreover, this information blatantly ignores the central reason we are requesting cancellation: our serious and ongoing health issues that have made travel no longer feasible.
We are elderly and facing significant medical conditions that did not exist when we purchased this timeshare. These health problems have made it impossible for us to continue using the product we were sold. We are not asking for assistance booking future vacations or adjusting payment plans we are medically unable to travel. Offering solutions that disregard our inability to utilize this timeshare only underscores how little regard your company has shown for our circumstances.
Your continued insistence that this matter is resolved, without any meaningful acknowledgment of our lived experience, is unacceptable. We have spent thousands of dollars on a product that no longer serves us and that we were misled into believing would offer both flexibility and value. Instead, it has caused us nothing but financial strain, emotional stress, and a sense of betrayal.
We are once again demanding that Holiday Inn Resorts take responsibility for the misrepresentations made during the sales process, the failure of the product to meet expectations, and the undue burden it has placed on us as customers dealing with life-altering health issues. We are requesting full cancellation of our contract and a refund of the money we have paid. Anything short of that continues to be an injustice to two long-time customers who placed their trust in your company and were let down at every step.

Sincerely,

******* *******
Initial Complaint
Date:03/09/2025
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.
March 9 7:45am We signed up to a time share ********** per the contract we spent 90min with bonus time. They put us in a very large group. The sale person, was late to talk with ******* person left upset he didnt get a ********* manager boss came by and said we were going to get the concessions promised by the time share meeting.They didnt honour their part of the deal.We were both told they were going to get our sheet signed and we met time commitment. Seriously they need to be held accountable. They charge us $50 if we dont show up.
Business Response
Date: 04/02/2025
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by Mr. ****** We appreciate the opportunity to respond to the concerns set forth therein.
Our records show that in March 2024, Mr. ***** successfully secured a weeklong reservation for check-in at the Companys Orange Lake Resort in *********, ******* on March 7, 2025. This reservation was secured through the Companys exchange affiliate, ****
******** claims that during his reservation he agreed to attend a Company-sponsored timeshare sales presentation. However,he states that if he did not attend, he would be charged a fee. He further states that after he attended the sales presentation, he was advised that he would receive a gift incentive for his time spent at the sales presentation but asserts he did not receive the promised gift incentive. Firstly, please note that our representatives do not require guests to attend timeshare sales presentations as attendance at the Companys timeshare presentations is always voluntary. If ******** participates in one of the ****************** promotions that offers incentives in exchange for his attendance, he will be required to attend and complete the presentation in order to receive the offered incentive(s). If ******** does not wish to attend additional timeshare presentations in the future, he is welcome to decline any promotions,invitations, or incentives offered to him in exchange for his attendance.
Secondly,it is accurate that Mr. ***** agreed to attend a 90-minute timeshare sales presentation on March 9, 2025. In connection with the sales presentation, Mr. ***** was required to remit a deposit of $50.00 which would be refunded to him following his completion of the sales presentation. And as further incentive to complete the sales presentation, Mr. ***** was offered a $200.00 gift card to be used onsite at the Orange Lake Resort. A review of the file notations for Mr. ****** tour reflect that he checked-in for the sales presentation at 7:49am on March 9, 2025, and the sales presentation began at 8:09am. The notations further reflect that at 8:51am Mr. ***** determined that he did not want to complete the sales presentation, and that he was advised he would not receive the gift incentive for failure to complete the sales presentation. It was notated that Mr. ***** acted very angered when he was advised of this information. Nevertheless, to the extent ******** felt that the Company representative was unprofessional or discourteous to him during their interaction, we certainly do not condone such behavior. We thank Mr. ***** for his feedback and will use this as training for our representatives. However, based on the foregoing, we find Mr. ****** request for a $200.00 refund unwarranted, as he was never charged this amount, nor did he complete the sales presentation in order to receive the $200.00 gift card incentive. As such, we respectfully deny his request for the same. Additionally,we would like to note that even though Mr. ***** did not complete the sales presentation,he received the $50.00 refund for the sales presentation deposit back to his credit on file.
Customer Answer
Date: 04/02/2025
Complaint: 23040996

I am rejecting this response on the following grounds:

1. The information provided in your response is factually incorrect and misrepresents the events that transpired.
2. Ask the Asian sales guy, I was the only bald guy sitting beside him on the bus. I was never aggressive. At no point did I act in a manner that was aggressive, threatening, or inappropriate. I remained calm, composed, and respectful throughout the presentation and subsequent interactions. It should be noted that other individuals, who you awarded the money compensation were the ones exhibiting volatile behaviour. Yelling dont buy in your sales room and causing a scene. Despite their conduct, you awarded them compensation, while denying it to me and my wife, who remained courteous and cooperative at all times.
3. Your records erroneously claim that I voluntarily left the presentation. This is categorically false. I was initially informed by the second wave of your sales team that I would be receiving the promised $200 compensation. I was then directed to the front desk to collect it. There, I was informed incorrectly that I had not completed the presentation, and thus was not eligible.
I signed a contract that states I am accountable to show up or else pay that $50 . I was told to be at the location at a certain time. I listened to the pitch. I was told we were to be signed off because we were not purchasing. We were lied to many times.

4. After that front desk rejection, In an effort to demonstrate good faith, I returned to the sales area with my wife to clarify the situation. I spoke with a sale coach guy who went to a lady manager person after about 20min and I was once again treated dismissively and turned away, despite having participated in the entire sales pitch. I remained respectful throughout, and your own internal notes regarding my second appearance should reflect my cooperative and composed demeanor.
6. I also take issue with the fact that a member of our group was awarded compensation. They were present under the same conditions, and in fact, were recipients of the same presentation. Notably, it was during this time that one of your sales representatives exited the room abruptly, and a sales manager verbally acknowledged she would sign off on our compensation.
7. This further supports the inconsistency and discriminatory nature of your compensation practices.
Given these points, I maintain that your internal documentation and handling of this matter are flawed and demonstrate inconsistent application of your own policies. As such, I am seeking resolution through the Better Business Bureau and am prepared to escalate this issue further, if necessary.

Sincerely,
***** *****

Business Response
Date: 04/07/2025
We have received the rebuttal complaint filed by ************************* maintains that he is entitled to the $200.00 resort credit gift incentive. We disagree. Upon receipt of Mr. ****** most recent complaint, we verified with the Sales Manager who was present during the sales presentation that she advised Mr. ***** that he would not receive the gift incentive if he did not complete the sales presentation. Because he did not, he is not entitled to the same, and our position remains the same as in our prior response.
Customer Answer
Date: 04/08/2025

Complaint: 23040996

I am rejecting this response because:

I guess we are getting to the impasse part of this discussion.
1. We were all told we were to be signed off after the Asian sales guy left because we were finished the presentation. He left us, we didnt leave him. That is why that second ******* came. (I thought this was clear)
Your sales ******* girl told us our paper would be signed off to get the promotion.
2. You already provided payment to the ********** who were in our group. You awarded them for completing the same amount of the presentation. This is called setting a precedent.

Sincerely,

***** *****
Initial Complaint
Date:03/06/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to express my frustration with our experience with Holiday Inn Club Vacations. From the start, we were enticed by promises of great value, but the reality has been far from it. Weve been pushed into multiple upgrades, each sold to us as a way to improve our investment, yet none of these upgrades have delivered any benefits. Instead, weve been left with growing debt and mounting stress. Despite these supposed improvements, we havent been able to truly use the timeshare. The only travel weve managed has been a couple of stays at Holiday Inn hotelsfar from what was promised. We feel like thousands of dollars have been wasted on a product that fails to meet expectations. Whenever weve sought answers or a way out, weve been met with high-pressure sales tactics to upgrade yet again or spend more money to pay off amount owed before any help and without a genuine resolution offered. This entire process has been deceptive and exhausting, and we feel completely misled.We no longer trust Holiday Inn Club Vacations and want out of this contract immediately.
Business Response
Date: 04/02/2025
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) regarding the complaint filed with your office by ******************************* records reflect that Owner purchased his first timeshare interest from Silverleaf Resorts, LLC (Silverleaf) on January 13, 2000. As your office is aware, Silverleaf was acquired by an affiliate of the Company in May 2015. Following that acquisition, Silverleafs historic thirteen (13) resort properties were rebranded as Holiday Inn Club Vacations locations. In connection therewith, Silverleaf owners were invited to attend sales presentations offered by the Company in order to answer questions that they might have had regarding the acquisition and to inform owners of additional benefits available to them through the Companys points-based exchange program, the Holiday ******** (Club).
On October 19, 2019, Owner attended a sales presentation sponsored by the Company to hear about the benefits of the Club. At the time of the October 2019 presentation, Owner owned two (2) fixed week ownerships purchased from ********** in 2013, which ownerships were located at the Seaside Resort in *********, ***** (the Seaside Ownerships). During the October 2019 presentation, the sales consultant reviewed with Owner at length, the differences between the Silverleaf fixed week ownership and the benefits of the Companys points-based program. At the conclusion of the sales presentation, Owner elected to trade in the Seaside Ownerships for an annual Standard beneficial interest in the Orange *************** (the Upgrade Ownership) entitling him to ******* Club points per annum. Under the points-based system, Owner may utilize his Club points to secure (i) reservations at any of the Companys thirty (30) resort locations (inclusive of the original Silverleaf resorts), (ii)resort accommodations through RCIs and IIs external exchange programs, and/or (iii) hotel accommodations at *** branded resorts worldwide through **** One Rewards Program. In addition, the ********************** program also allows owners to use Club points for discounted airline tickets, car rentals, cruises, and more.
Upgrade. Owner states that he was pressured to purchase the Upgrade Ownership and that there has been no benefit to his purchase. Firstly, we dispute Owners characterization of the Companys sales presentation as pressured. While the Companys sales consultants are enthusiastic about our product, they do not pressure or otherwise force prospective purchasers to purchase timeshare interests or augment their ownership portfolios. Prospective purchasers are under no obligation to consummate the purchase and are welcome to leave the sales center.
Secondly,the Company is committed to ensuring that all of our owners are aware of the terms and conditions of their purchase at the time of sale. To that end, the Companys sales consultants are trained individuals who exercise care in clearly describing in detail the benefits, rights, and obligations attendant to each purchase. At each presentation our sales consultants advise prospective purchasers that there are multiple benefits to owning timeshare and 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. Owner was welcome to retain the Seaside Ownerships, and all of the rights and obligations of those ownerships would remain intact pursuant to the contract documentation between Owner and **********, and he was advised of the same at the time of purchase. Owners who forego membership in the Club, are not, however, eligible for Club benefits or able to participate in the points system offered through the Club, nor are they able to utilize the resorts in the Companys portfolio other than the original Silverleaf resorts through their membership. Owner identified on the Sales Pre-Confirmation Checklist his reasons for that purchase as was very unhappy with Silverleaf weeks and points system will work best for our needs. As such, we dispute Owners assertion that he was pushed to purchase inventory with the Company and/or become a member of the Club points-based system.
Value/Investment. Owner states he was advised that the Upgrade Ownership constituted a valuable investment. Please be advised that the Company does not promote its products as financial investments with increasing value, but rather as investments in the memories made by vacationing with family and friends. Because timeshares are use-based products,their value is derived from their use and our sales consultants present them as such. Owner acknowledged his understanding of the same when he executed the Contract For Sale and Owner Clarification Form, each which state that the purchase of the timeshare interest is for personal use and enjoyment.
Usage. Owner further maintains that he has been unable to utilize his Upgrade Ownership. Owner may utilize his Club points in the ways stated above. Owner may book reservations in any available unit during any time of year, provided that (i) he has the requisite number of Club points for the desired reservations, (ii) his financial obligations are current, and (iii) he abides by his booking windows. The Member Guide provided to Owner at the time of purchase identifies the exact number of Club points required to secure reservations at each of the Companys resort locations, broken down by location, season, unit type, unit size, and day of the week, and provides a breakdown of the benefits afforded in each member level tier. Owners who choose to book reservations in smaller units during non-peak seasons and who avoid weekend reservations can reserve more nights with their Club points than owners who prefer to secure larger or more luxurious accommodations during peak travel seasons. Owner further received full disclosure in writing that Club points expire on December 31 of the second year after they are deposited into his account, and that if Owner is unable to utilize all of his points prior to their expiration, he is afforded the option of depositing them with *** for use at over ***** IHG-branded hotels worldwide by October 1 of each year. Once deposited with IHG, his points will not expire.
Furthermore,Owner is not restricted to a fixed week which is the very flexibility of the Club points program that Owner identified as being preferable in the Sales Pre-Confirmation Checklist referenced above to the fixed week program he acquired through Silverleaf under the Seaside Ownerships. In addition, as an owner at our Premier Platinum membership level, Owner is afforded seven (7) complimentary nights and up to four (4) reservation upgrades per year under the Upgrade Ownership for use at any of our resort locations. Likewise, through his membership in the Club, Owner can book discounted vacations through RCI and can also take advantage of RCIs Last Calls and Extra Vacations to obtain additional vacations without the expenditure of Club points. Ultimately, Owner has total discretion on how he chooses to utilize his Club points.
Upon review of Owners use history, we have no record of Owner utilizing his Upgrade Ownership other than to transfer his 2022 Club points to IHG, which points do not expire. We also show that Owner allowed his 2023 Club points to expire. To the extent Owner requires assistance with securing reservations or utilizing his benefits, we encourage him to contact a Vacation Counselor at **************,who will be happy to assist in that regard.
Contract Cancelation. Owner requests the Upgrade Ownership canceled. Owner has outstanding mortgage obligations owed to the Company and does not qualify for account cancelation. Furthermore, his cancelation request is untimely for statutory rescission purposes. In addition, we find nothing to support Owners allegations of wrongdoing. To the contrary, we have determined that Owner was provided with all disclosures required under applicable laws at the time of purchase, including, without limitation, the rights and entitlements attendant thereto. For these reasons, we respectfully decline Owners request for contractual relief.
Customer Answer
Date: 04/11/2025

Complaint: 23030898

I am rejecting this response because Im reaching out to respond to your statement about my inability to use my Upgrade Ownership. Honestly, I find your explanation pretty frustrating because it doesnt really address the real problems Ive faced. The way this program was presented to me when I signed up doesnt match how things actually work, and thats been a constant source of disappointment.
You mentioned that I can book reservations if I meet certain conditions like having enough Club points, staying current on payments, and booking within specific windows. I get that. What I dont get is why availability is such a nightmare, even when I try to book well ahead of time. It feels like theres always some roadblock, and the flexibility you promoted seems more like a selling point than a reality.
You also brought up the details of how Club points work, including their expiration. Sure, that mightve been in the materials somewhere, but what wasnt clear is how hard it would actually be to use the points. Between limited availability of locations, blackout dates, and peak season restrictions, Im left wondering what I even paid for. And suggesting I transfer points to ***? Thats not what I signed up for. I wanted to book at your resorts, not find workarounds elsewhere.
On top of that, my Premier Platinum membership, which supposedly comes with complimentary nights and upgrades, hasnt been what was promised either. Whenever Ive tried to use those benefits, Ive run into more hurdles and fine print. Its like these perks are there in theory, but practically impossible to take advantage of.
You also mentioned that its my fault for letting my 2023 points expire. Honestly, I dont agree. How am I supposed to spend my points when reservations are so hard to make? And when I did look for help, I didnt get much support. Its not that I didnt want to use my points; its that the system makes it way harder than it should be.
When it comes to my request for cancellation, I feel like youve completely brushed off my concerns. Saying I dont qualify for cancellation because of financial obligations or missed deadlines ignores the bigger issue here. The program isnt delivering what I was sold on, and thats the real problem.
Finally, your statement that theres no evidence of wrongdoing really rubs me the wrong way. The way this program works, or doesnt work, shows theres clearly a gap between what was promised and whats actually being delivered. Instead of just pointing to the membership rules, Id appreciate it if you addressed these issues directly and worked on a real solution.
Im asking you to take another look at my situation and figure out how to fix this. Its not just about the fine print in the contract; its about my expectations as a member and how those havent been met.

Sincerely,

**** ***********
Business Response
Date: 04/17/2025
We have received the rebuttal complaint filed by ****************************** Because Owner raises additional issues in the Complaint that were not addressed in our prior, we ask that you consider the prior response, together with our findings as supplemented herein, as our full and complete response to the rebuttal complaint.
We dispute the allegation that the Upgrade Ownership is other than what was presented to Owner at the time of purchase, as the documentation executed by Owner in connection with his purchase clearly and accurately sets forth the terms of the purchase and the rights and obligations attendant thereto. As part of the sales process, Owner was required to meet with a ***************** Officer to review the details of his purchase to ensure that he had a full understanding of the terms and conditions associated with the Upgrade Ownership. Before leaving the sales center, Owner affirmatively advised the ***************** Officer that he understood the terms of his respective purchase and proceeded to execute all contract documentation applicable to his purchase. As such, we dispute Owners claims that she was misled at the time of purchase, as the terms of his purchase were clearly disclosed to him and memorialized in writing.
Owner claims that he has conducted searches to determine reservation availability and was unable to find any availability for desired travel dates. He further expresses dissatisfaction with the assistance he received with his reservation requests. Upon review of our records, we have no record of Owner contacting the Company for assistance with booking reservations and being denied reservations on the basis of a lack of availability. And contrary to Owners assertions, through the Companys program he can utilize Club points to secure reservations in any available unit at any of the Companys thirty (30) resort locations without seasonal restriction or blackout dates, which is what Owner was advised at the time of purchase. If Owner would like assistance securing desired reservations, he is welcome to contact a Vacation Counselor. It should be noted, however, that because Owners maintenance account is currently delinquent, his account is subject to use restriction and Owner will be unable to secure reservations until such time he brings his account current.
We have again reviewed our files pertaining to Owners account and we wholly deny any wrongdoing on the part of the Company in connection with the sale of the Upgrade Ownership to Owner. Instead, we have found that Owner willfully entered into his agreement with the Company after full disclosure of all applicable terms and conditions. As such, we find no basis to warrant Owners request for cancelation and we stand by our previous determination of the same.
Please note that once Owner satisfies his mortgage obligations, and is current on all other financial obligations, he will be able to surrender his timeshare interest to the Company through the Companys Horizons Program. However,because Owner has outstanding mortgage and other financial obligations owed to the Company, Owner is not eligible to participate in the Horizons Program at this time.
The ********************************************** also offers payment options to assist owners with maintaining and bringing their accounts current. To the extent Owner requires payment assistance, our ************************************* is ready to work with Owner to implement a plan to assist him with maintaining his account current and he may contact an agent at ************** to discuss the options that are available to him at this time.
Initial Complaint
Date:03/04/2025
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.
In July 2024, I stayed at a Holiday Inn Express in ********. I later received an invitation to try Holiday Inn Vacation Properties and after explaining to the ***resentative I would be interested in staying in ******* signed up for a trip. I was made aware that I could book a year out. I looked at several subsequent emails and after a visit to the main Vacation website did see properties around the ******* area, which made me think I could stay there for business purposes particularly. To be clear, the *** I spoke with did not tell me my options for where to stay would be limited to five or six destinations. Not only are these several locations of no interest, but here been some lifestyle changes in my household as well. I had an email communication about two weeks ago and then called today (my husband was in hospital) to learn from the ***, a nice lady named *******, that my account had been notated and there was no option for a refund, only an extension "in case my situation changes."My situation will not change. I have no desire to go to any of the places indicated, that were not made clear from the start. Even if there was some penalty, 25%, 50%, I could understand. But to not provide any refund at all is wrong in my estimation, particularly when the information wasn't fully explained in the moment.I respectfully request some form of refund as noted, even if it isn't the full amount, to close this matter as there is no chance that I will travel to those destinations just to hear a sales pitch particularly. Thank you.
Customer Answer
Date: 03/11/2025
Good evening: I would like this case re-opened, please, and more information about the closure provided to me so that I can respond with additional information. Firstly, this is the first complaint I have made to BBB about this situation. Second, my complaint is clearly worded -- I am requesting at minimum a partial refund for a service that was sold to me without full explanation of what I was buying and that I am not able to use. Third, the complaint was referred to the corporate office of this vacation company and if there is another address, I would appreciate understanding how to address the complaint since all communication with them is conducted via phone or email, without an actual address.
Thank you and I welcome your reply. If it would help to have a telephone conversation if a re-review of my initial complaint is still unclear, I would like to take advantage of the opportunity.
Business Response
Date: 03/26/2025
BBB Case # ******** (the Complaint)
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. 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 reached a mutually agreeable resolution of the complaint with her.
Sincerely,
******** *******
Holiday Inn Club Vacations Incorporated
Customer Answer
Date: 03/27/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *******
Initial Complaint
Date:02/21/2025
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.
Tuesday February 18, 2025 approximately 10am After making a hotel reservation with Holiday Inn ******************************* I was asked by the Hotel Associate to take a special offer and that I would be transferred to another department. This is when I was subjected to a high pressure sales call to participate in a special offer from Holiday ******** Vacation.The call took over 30 minutes promoting a 3 night stay in any one of there resorts at a rate of $249.00USD total and that if I take a 1-2 hour promotion tour at the resort I would be refunded the full $249.00 in cash. I asked the sales associate 3 times if the room that was offered for the 3 nights was in the actual resort and all 3 times the answer was yes. Based on this information I Paid the $249.00USD and received the information package via an email. To my surprise the room was NOT in the actual resort but another *********** with lesser room and that I could upgrade to stay at the resort. I then immediately (11:30am) accessed the chat line for Holiday Inn Club Vacations to ask for a refund which then gave me an email address for the refund request. All on the basis of MISLEADING the product and service AND PAYMENT of the transaction. This is not what I paid for. I have a copy of the email from me to ************************************************ and the return email two days later Thursday February 20, 2025 853am and there response was non transferable and non refundable. They also mentioned that I cannot respond to the email and that I would have to call them direct to book my reservation without any consideration to my consumer rights. All I am looking for is a full refund and if required using the Ontario 10 day cooling off period Other notes:The call was recorded I noticed many complaints about this Time Share High Pressure and Misleading ticktacks on the BBB site.
Business Response
Date: 03/07/2025
BBB Case # ********
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 reached a mutually agreeable resolution of the Complaint with him.
Sincerely,
/s/***** ******
***** ******
Manager-Paralegal
Holiday Inn Club Vacations Incorporated
Customer Answer
Date: 03/07/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *********
Initial Complaint
Date:02/18/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was called by **** *., ******** number *****, phone number ************, on Monday, Dec. 9. around 11AM CST. She mentioned that *** just got it's 1 millionth rewards member and that they were giving out this 'deal'. During this recorded (she said) call, I specifically asked if the $250 was refundable if I decided I don't want the vacation package anymore. She said, 'we'd hope our guests don't want a refund as it's a great deal, but yes it would be refundable.' I called ************, as they keep calling me trying to get me to book my vacation, and spoke to the first available representative. She told me that these are typically NOT refundable and that I would have to email ************************************************* I was specifically told by **** *. that this was refundable or I would have never given my payment info. After emailing guest relations on Feb 11, 2025, at 8:12PM CST, I finally received a response on Feb. 18, 2025, at 6:00PM. In this email was the following:"Dear,[My name]We have received your request to cancel your getaway package. Its unfortunate you dont see yourself taking advantage of your getaway soon.We would like to remind you, as stated in the Details of Participation, your getaway is non-transferable, non-refundable. Therefore, your request for a refund has not been honored.Please note this email account is not monitored. Do not reply to this email. Were happy to help you with any questions or concerns you may have. Feel free to contact us at ************** or **************, Monday through Friday 8:00 AM to 10:00 PM EST or Saturday and Sunday 9:00 AM to 9:00 PM EST."Not only did one ******** lie to me, but two. The second ******** told me I had to email this address. Their response says the email is not monitored and to not reply. Additionally, they mentioned the, 'Details of Participation', of which were neither read to me nor signed by me. I do intend to file a lawsuit if this is not resolved within 30 days. My lawyer is on standby.
Customer Answer
Date: 03/03/2025
I have not been near a fax machine so could not fax in the requested form in time. I just sent it now. Please re-open this case.
Business Response
Date: 03/28/2025
BBB Case # ******** (the Complaint)
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. 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 reached a mutually agreeable resolution of the complaint with him.
Sincerely,
******** *******
Holiday Inn Club Vacations Incorporated
Initial Complaint
Date:02/18/2025
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.
During our stay at Holiday Inn, we attended a sales presentation that lasted over three hours. Despite repeatedly declining membership, we were continuously approached by additional sales representatives in an apparent effort to wear us down. Ultimately, we agreed to purchase a vacation package based on specific verbal assurances provided by the sales team. We were explicitly told that our package would allow us to book a 1- to 3-bedroom villa at any affiliated resort, provided we booked within 18 months of our final payment. The sales representative specifically highlighted newer resorts in ************ and ****** as available options and assured us that accommodations would be readily available, as rooms were reserved for package holders to ensure a positive experience.During the signing process, we were handed an iPad, and the representative swiftly navigated through the documents, instructing us where to sign without allowing us adequate time to review the terms in detail. When we asked for clarification on the size and location of accommodations, he repeatedly assured us that we would have access to any affiliated resort. However, upon attempting to book today, I was informed that our package only allows access to select resorts, limits us to a 1- to 2-bedroom villa, and does not provide the flexibility that was originally promised. Furthermore, I was unable to secure accommodations within my requested timeframe. When I sought clarification, I was told that the terms were outlined in the signed agreement and that no changes could be made. This experience raises significant concerns about the sales tactics used and the misrepresentation of key details regarding the vacation package. I would appreciate the opportunity to discuss a resolution, as the package we purchased does not align with the commitments made during the sales presentation.
Customer Answer
Date: 02/19/2025
Please see the attached Authorization form. I did fax the form to the number provided as well.
Customer Answer
Date: 02/20/2025
I wanted to let you know I did reach out to guest services while submitting a request to complain through the BBB. They did respond today saying that they would only honor what was in the signed contract. I just wanted to add this information to this complaint.
Customer Answer
Date: 03/06/2025
Please see the attached email chain from Holiday Inn. ***** services was not willing to escalate my complaint.
Business Response
Date: 03/07/2025
March 7, 2025
VIA BBB Portal
RE:     ******** *****
BBB Case No. ******** (the Complaint)
Holiday Inn Club Vacations Incorporated ********************************************* you for forwarding the Complaint to our attention and for affording us the opportunity to respond.

Our records confirm that Ms. ***** attended the Companys timeshare sales presentation in April 2023. At that time, she met with a sales consultant who explained the Holiday ******** Exchange, the Companys points-based exchange program to her. At the conclusion of the 2023 timeshare presentation, Ms. ***** advised the sales consultant she was not ready to commit to a timeshare purchase and instead elected to purchase a pre-paid vacation package that would enable her to experience timeshare ownership on a trial basis by allowing her to book one (1) reservation for an eight (8) day stay at her choice of one of several specified resorts (Latitudes Package),which reservation must be completed prior to its expiration date of April 13,2025.   Ms. ***** states that the package we purchased does not align with the commitments made during the sales presentation.

In connection therewith, Ms. ***** claims that our agents provided her with assurances that she could book her Latitudes Package vacation in up to a 3-bedroom unit at any affiliated resort including newer resorts in ***********************,however upon attempting to book her reservation, she states she was informed that the package allows access to select resorts and in a unit that provides up to 2-bedrooms. The Companys sales consultants are trained individuals who exercise care in clearly describing, in detail, the benefits, rights, and obligations attendant to each purchase from the Company. The purchase documentation executed by Ms. ***** attendant to the Latitudes Package also provide clear disclosure of the same. Ms. ***** provided a copy of the agreement attendant to the Latitudes Package along with her Complaint which evidences the clear disclosure of the terms and conditions attendant to the Latitudes Package,specifically the resorts she may select (which does not include the ****** or Myrtle Beach Oceanfront Resort), and the unit size she is entitled to booking (i.e., up to and including a two-bedroom unit). The agreement further provides that the reservation is subject to availability and that there are no guarantees on Unit locations.

The Complaint states Ms. ***** was not afforded sufficient time to review the purchase documents attendant to the Latitudes Package. Ms. ***** was afforded as much time as she needed to review the purchase documents and to ask any additional questions regarding the terms and conditions of her purchase. The purchase documentation provides clear disclosure of Ms. *****s rescission rights and how to timely exercise the same. Ms. ***** was afforded the entirety of the rescission period in which to further review the purchase documentation she received for the Latitudes Package and to determine if the purchase was the right fit for her and her family. Ms. ***** however did not exercise this right.

We have found that Ms. *****s documents attendant to the Latitudes Package are in order containing full and accurate disclosure of the terms of her purchase,signed and acknowledged by her and agreeing to the terms and conditions contained therein. In the interest of customer service, we have honored a one-time exception to provide Ms. ***** with a complimentary one-year extension of the Latitudes Package. Therefore, Ms. ***** must book and travel by or before April 13, 2026,otherwise Ms. ***** risks forfeiting the Latitudes Package. Ms. ***** may call the ******************************** at ************** to book her Latitudes Package reservation.

We look forward to being of service to Ms. ***** and her family during her vacation.

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

Customer Answer
Date: 03/07/2025

Complaint: 22958537

I am rejecting this response because:

Sincerely,

******** *****
Customer Answer
Date: 03/10/2025
Good afternoon,
I understand that there is a signed contract, but I feel my complaint is not being properly addressed. I am unhappy with the way the sales team misrepresented the vacation package. We were specifically told that we could stay at any of the Holiday Inn resorts; however, upon reviewing the contract, I realized that this was not the case.
After discovering I was misled, I looked into TripAdvisor reviews and found that this is a common tactic used by the sales team. I believe this is a deliberate strategy by Holiday Inn to profit from vacation packages after exhausting customers with over three hours of sales pitches, even after multiple refusals.
I know that it is possible to book at other locations with many available times, so I am aware that there is flexibility. However, the company seems unwilling to address my specific complaint, despite knowing that this tactic is taught to their salespeople. Referring to a signed contract is not helpful and does not show that they care about my complaint.
I trusted my salesman, listened to him go over the contract with me quickly while verbally telling me which resorts were available, and showed me where to sign. I did not think I needed to reread the contract I had just reviewed with the salesman before handing over my credit card.
Thank you for your attention to this matter.
Business Response
Date: 03/19/2025
March 19, 2025
VIA BBB Portal
RE:     ******** *****
BBB Case No. ********, Additional Comments Dated March 6, 2025 (the Rebuttal)

Dear Ms. **************** have received the Rebuttal to our response to the Complaint and while we appreciate the opportunity to respond, we find that we have already reviewed each of Ms.****** allegations and previously responded with specificity addressing each of the issues raised therein in our original response to the Complaint. Capitalized terms not defined herein bear the same meanings ascribed to them in our original response.

The Rebuttal restates Ms. ****** claim that she was lied to, and that the timeshare presentation lasted longer than expected. Attendance at the Companys timeshare presentations is strictly voluntary. Therefore, Ms. ***** is free to forego any invitations, promotions or incentives in exchange for her attendance at the same. While the Companys sales consultants are enthusiastic about vacation ownership and the Club program, they do not prevent prospective purchasers from leaving the sales center without making purchases. If Ms. ***** did not believe that the purchase she made for the Latitudes Package constituted a good purchase at the right price, she was under no obligation to consummate the purchase and was welcome to leave the sales center without making a purchase,just as many other prospective purchasers do each day. Also, as stated in our original response, the Companys sales consultants do not pressure or otherwise mislead prospective purchasers into purchasing timeshare interests from the Company.The contract documentation provided to Ms. ***** at the time of purchase provides clear disclosure of the benefits, rights, and obligations attendant to the purchase of the Latitudes Package.

As previously stated, the contract documentation attendant to the Latitudes Package provides clear disclosure of the resort locations Ms. ***** can choose to secure her vacation and the unit size attendant thereto (i.e., up to a 2-bedroom unit). Ms. ***** was issued a complimentary one (1) year extension to utilize the benefits afforded to her through the Latitudes Package, as such the booking and completion of travel must be done by or before April 13, 2026, so that Ms. ***** avoids the Latitudes Package from expiring.

We again look forward to being of service to Ms. ***** and her family when she vacations at the Companys resort.

Sincerely,
/s/ ***** ******
***** ******
Manager-Paralegal
Holiday Inn Club Vacations Incorporated
Initial Complaint
Date:02/18/2025
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 booked a vacation package through Sun Country Airlines to Orange County Resort for one week. We left at 6:00 am on November 3rd, 2024, and checked into the resort around 5 pm. Upon check in we were told that we needed to go to this other desk to get our keys for the room. So, we waited in line at this other desk and went up to the counter. The representative told us that in order to get our keys we had to sign up to attend this meeting. It would take only 2 hours. If we did not attend the meeting, we would be charged $200 for our keys. Needless to say we signed up for the meeting for the next day.The next day comes, and we have to drive to a location and leave our car. They golf cart us away from our car and they show us the nice resort. The impression that my wife and I had is we were not getting a ride back unless we signed up. We were on the fence on what to do, but what helped us make a decision is the fact there was an exit if we needed it. I know it has been only a couple months, but our situation has changed. I filled out the form like they showed us, and the group is now saying that I am not able to exit. I am not asking for any money back or a refund, just an exit. At the time of purchase, I was told it would be $1200 to start processing the paperwork. The nice lady at Horizons told me the sales **** really just focus on sales........I need help. If I can't get the help, I will be forced to hire an attorney which at that time I will be seeking refunds. There were many other poor practices that were made. Again, just asking for this company to do the right thing. Help me exit.
Business Response
Date: 03/14/2025
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) regarding the complaint filed with your office by **************************** owns one (1) annual Standard beneficial interest in the Orange *************** (the Ownership)that he purchased from the Company on November 4, 2024. The Ownership entitles Owner to ******* points every year in the Companys points-based program, the Holiday ******** Exchange (Club). The points-based ownership offered through the Club is flexible and Owner may utilize his Club points to secure (i) reservations at any of the Companys thirty (30) resort locations, (ii) resort accommodations through RCIs external exchange program,and/or (iii) hotel accommodations at ***-branded hotels worldwide through **** One Rewards Program. In addition, the ********************** program also allows owners to use Club points for discounted airline tickets, car rentals, cruises, and more.
Check-in. Owner states that he was required to attend a sales presentation in order to receive the room keys to his unit. He further states that he would be charged $200 for the room keys if he did not attend the Companys sales presentation. Please note in September 2024, Owner secured a reservation at the Orange Lake Resort in *********, ******* for November 3, 2024 through November 9, 2024. At check-in, Owner was offered a $200 gift card to be used onsite at the Orange Lake Resort in exchange for his attendance at a Company-sponsored sales presentation. He was further advised that if he did not attend the sales presentation, he would not receive the proffered incentive. Please note that our representatives do not require owners to attend timeshare sales presentations as a pre-condition to obtaining room keys, nor is there a charge to receive room keys, and we dispute Owners assertions to the contrary. Attendance at the Companys timeshare presentations is always voluntary. If Owner participates in one of the ****************** promotions that offers incentives in exchange for his attendance, Owner will be required to attend the presentation in order to receive the offered incentive(s). If Owner does not wish to attend additional timeshare presentations in the future,he is welcome to decline any promotions, invitations, or incentives offered to him in exchange for his attendance.
Sales Presentation. Owner states that during the sales presentation, he felt like he was unable to leave the sales center. The Companys sales consultants are enthusiastic about vacation ownership and the Club program;however, they do not force prospective purchasers to purchase timeshare interests. In fact, many prospective purchasers who attend the Companys timeshare presentations leave the sales center without making purchases and persons who express a desire to leave the sales center are not prevented from doing so. Please be advised that a brief tour of the model unit is typically a part of each sales presentation and the sales consultants transport prospective purchasers from the sales center to the model unit in golf carts or automobiles depending on the resort location. When Owner returned to the sales center after touring the model unit, he was presented with purchase recommendations and Owner elected to purchase the Ownership. If at any time during the sales presentation or contract execution, Owner determined that he did not wish to consummate the purchase, he was welcome to notify the sales consultant and/or the ***************** Officer (as applicable) of the same and to leave the sales center without making a purchase. At the time of purchase, Owner executed the Sales Pre-Confirmation Checklist on which he identified his primary reasons for purchasing the Ownership as vacation, quality time, and flexibility. As such, we dispute that he purchased just to leave the sales presentation as his reasons for purchasing reflect otherwise.
Cancelation Request. Owner requests that the Company cancel his account for the Ownership. We found nothing to substantiate Owners claims of wrongdoing on the part of the Company. In addition, Owners rescission period has expired, and he has outstanding financial obligations owed to the Company. Accordingly, Owner is not entitled to contract cancelation. Notwithstanding the same,owners who no longer desire to retain their timeshare interests may surrender the same to the Company through the Companys Horizons Program. To be eligible for participation in the Horizons Program, an owner must have first satisfied his or her mortgage obligations, and be current on all other financial obligations, which terms were fully disclosed to Owner at the time of purchase. However, because Owner has outstanding mortgage and other financial obligations owed to the Company, Owner is not eligible to participate in the Horizons Program at this time.
The ********************************************** also offers payment options to assist owners with bringing their accounts current. However, Owners account is not delinquent. To the extent Owner requires payment assistance, he may contact our ************************************* at **************, and an agent will be happy to assist.
Customer Answer
Date: 03/17/2025

Complaint: 22956785

I am rejecting this response because:
Whoever wrote the response back must not have understood what I am looking for. I was told by 3 different people (The Sales Lady, Her Manager, and Finance Lady) that if my situation changed whether it was 1 month, 3 months, or years from now that all my wife had to do was call the number for Horizons. I did exactly what I was directed to do and was then told I am not able to cancel my timeshare. Each person that told me if I were to call it would be about $1200 to get the process started. When I called Horizons, they told me the sales **** should have never told me this and they are just focused on making the sale.
Not helping me get out of this time share is not acceptable to me. If what was told to me was not true by the sales **** then we were clearly lied to. I am asking for the group to help me exit which I know can be done. I am ok with paying the processing fee to get the ball started. My situation has changed very quickly.

Sincerely,

**** ******
Business Response
Date: 03/27/2025
We have received the rebuttal complaint filed by ************************* Owners most recent complaint states that the sales personnel made promises and presented cancelation options that are not available to Owner. Please be advised that the Company is committed to ensuring that all of its owners are fully advised of the terms and conditions applicable to their purchase at the time of sale. The Company provides a thorough training program to each of our associates prohibiting any form of misrepresentation, employs a team of independent verification officers to confirm that each purchaser has a full understanding of the terms and conditions of his or her purchase, and conducts numerous and varied internal audits to ensure that prospective purchasers receive accurate and complete information regarding their purchases. Furthermore, it is for this reason that we rely on the documents that were reviewed and signed by Owner on the date of purchase which are inconsistent with his claims of misrepresentation. Specifically, at the time Owner purchased the Ownership, Owner initialed section 8 of the Owner Clarification Form titled Timeshare Exit which clearly discloses If you no longer wish to maintain ownership of your Timeshare Interest, Developer currently offers an exit program which may allow owners who no longer have a mortgage on their Timeshare Interest, are current on all Assessments, and have no other encumbrances, to transfer their Timeshare Interest back to Developer without compensation or any payment to the owner. Further details on this program can be found at ************************************************************; Because Owner has outstanding payment obligations owed to the Company, he is not eligible for participation in the Horizons Program at this time. When Owner contacted the ******************* he was advised that the sales personnel refer owners to the ******************* for questions and for additional information on the qualifications for cancelation via the Horizons Program.
We have reconfirmed that the contract documents executed by Owner in connection with his purchase were properly executed and acknowledged, that Owner was fully and accurately advised of the terms and conditions of his purchase, and that all requisite disclosures were provided to Owner at the time of purchase. As no new information has been presented warranting cancelation, we stand by our previous response and affirm Owner is not entitled to contract cancelation. And while we are sympathetic to **************** hardship, the same does not absolve Owner of his contractual obligations. If Owner requires assistance bringing his account current, we encourage him to contact our ************************************* at ************** to speak with an agent to ascertain if any options may be available to him in this regard.
Customer Answer
Date: 04/09/2025

Complaint: 22956785

I am rejecting this response because:
Whoever is writing back is not even looking into what my issues were? The practices that are in the above response were not followed. Not even a phone call to help resolve.
I am not asking for much except help to exit the time share I havent used it I am not asking for money back I am even willing to pay the $1200 to help exit I was told with the manager right there and again with the finance group that if things changed to call this number. They even circled it on my booklet they gave me. My situation has changed in a major way. I am currently adopting a baby girl which the fees have cost me about 81k. I know those are just details but there needs to be a way make this right?

7479693650BCA
Sincerely,

**** ******
Initial Complaint
Date:02/15/2025
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 stayed at the Holiday *************************************** in ***********, ** from February 7-9th. I booked this reservation through ***. Upon booking, there was nothing indicating that there would be a housekeeping fee. In addition, I did not receive any housekeeping service while at the resort. I contacted *** who stated they don't charge for a housekeeping fee. In addition, the representative stated that if these fees are to be charged that *** should be updated and notified. I contacted Holiday Inn on February 12th at 8:04 p.m. and the representative was both rude and not helpful. I am requesting a full refund.
Customer Answer
Date: 02/15/2025
What is meant by a marketplace relationship? I paid for the hotel and have the original confirmation as well. I used a guest certificate through my mother's RCI points.
Customer Answer
Date: 02/22/2025
I have been out of town with no access to a computer which I why I have not yet submitted the documentation requested. I won't be back until Monday and would then be able to print, sign, and send the documentation. So do I now need to submit this complaint all over again?
Customer Answer
Date: 02/24/2025
I sent the required documentation by fax just now. Again, I was out of town with no access to a computer so was unable to complete it sooner. Do I need to resubmit this complaint?
Customer Answer
Date: 02/24/2025
The fax confirmation states it was delivered successfully.
Business Response
Date: 03/20/2025
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by Ms. ****** We appreciate the opportunity to respond to the concerns set forth therein.
Our records show that in December 2024, Ms. ***** successfully secured a two (2)night reservation for check-in at the Companys *********************************** in ************, ************* on February 7, 2025. This reservation was secured through the Companys exchange affiliate, ****
Ms.***** claims that she was unaware that she would be charged a housekeeping fee in connection with her February 2025 reservation and she requests a refund of the charged amount. Ms. ***** further states that when she contacted the Company on February 12, 2025 for assistance, the Companys representative failed to assist her in a professional manner. Firstly, we sincerely apologize to Ms. ***** to the extent she felt that the Company representative was discourteous to her during their conversation, as we certainly do not condone such behavior. We thank Ms. ***** for her feedback and will use this as training for our representatives.
Secondly,please note that the Company imposes a housekeeping fee for *** exchanges that are less than seven (7) nights, as an additional cleaning will be required in between stays for our guests. Upon receipt of Ms. ****** Better Business Bureau complaint, we reached out to *** directly who confirmed that Ms. ***** received a confirmation email for her booked reservation, which confirmation email set forth notice of the housekeeping fee imposed by the Company for the ************************************ Based on the foregoing, we find no wrongdoing on the part of the Company in connection with Ms. ****** reservation and respectfully decline her request for a refund of the charged fee.
Customer Answer
Date: 03/20/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *****
Initial Complaint
Date:02/08/2025
Type:Order 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 previously owned a timeshare with Holiday Inn Club Vacations Incorporated and have a complaint about their maintenance fee collection practices.9271 ******************************************************* ***** ************** I sold my unit to a new owner and filed a Quit Claim Deed on December 19, 2024. Holiday Inn continues to harass me into paying their 2025 maintenance fee of $851.57. I owed no money for the timeshare loan or 2024 maintenance fee at the transfer time.They insist I owe 2025 maintenance fees. I called and spoke to a Holiday Inn representative on February 27, 2025 about my status. They continued to ignore my emails on the subject. He claimed that since I received a bill in November and transferred the property in December, I am still liable to pay the maintenance fee. The 2025 maintenance fee was due January 1, 2025. I told the representative to go collect from the new owner who knows she is responsible for the 2025 maintenance fee as per our sales agreement. I mailed the deed transfer form and new owner information to the address shown in this complaint as written in the Holiday Inn procedures on December 19, 2024. I feel the Holiday Inn Club Vacations company is using high-pressure tactics to get me to pay for a timeshare service I am not responsible for. I attached proof documents.
Customer Answer
Date: 02/10/2025
I had a typo in my complaint. Change 2/27/2025 contact date with a Holiday Inn representative to 2/7/2025.
Business Response
Date: 02/13/2025
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by Mr. ********** We appreciate the opportunity to respond to the concerns set forth therein.
************ requests assistance with the transfer of his timeshare interest. Our records show that Mr. ********* purchased a biennial timeshare interest at the Companys ******************************************* located in **************, ******* (the Ownership) through a third party. Upon review of our records, we can confirm that Mr. ********* requested to transfer his timeshare interest to a new owner in October 2024. Please note that satisfying our customers needs and providing effective and timely assistance in connection with account inquiries is important to our Company and we apologize to the extent that Mr. ********* has experienced any frustration in this regard.
Upon receipt of the complaint, we have reviewed Mr. ********** account. Our records reflect that the Company received a copy of Mr. ********** recorded Quit Claim Deed (***) on January 22, 2024, which such *** was under review by our ************************** at the time Mr. ********* contacted the Company via telephone call on February 7, 2025. Because Mr. ********* was still listed as the owner of record at the time of the telephone call, our agent notified him that he would be required to remit the 2025 maintenance assessments that were past due as of January 1, 2025. Notwithstanding the foregoing, we have expedited the review of the *** and can confirm that the *** was recorded on December 19, 2024, which was prior to the 2025 maintenance assessments becoming due and payable. Based on the foregoing, the Company has completed the transfer of the Ownership to Ms. ********* within our systems as of February 13, 2025, and she is now liable for the financial obligations attendant to the same. ************ will not be required to remit the 2025 maintenance assessments, nor any future financial obligations attendant to the Ownership as he is no longer an owner of the same.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

********* *******
Paralegal,Legal Services
Customer Answer
Date: 02/13/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *********

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Holiday Inn Club Vacations Incorporated is BBB Accredited.