Business Profile

Vacation Timeshare

Holiday Inn Club Vacations Incorporated

Complaints

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

Customer Complaints Summary

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

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:02/04/2025
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.
On 2/3/25 I received an unsolicited call from Holiday Inn Club Vacations offering me to take a survey in exchange for a 4 night stay at one of their properties as part of their "customer appreciation day" as an *** rewards member. At no time did the representative say this was a timeshare promotion. It was guised as a customer appreciation offer. I did not realize this until I received an email with more details. When I realized what this truly was, I immediately called and spoke to representative to cancel the vacation offer. The representative sent me a link to a cancellation form and assured me that after completing the form, I would be refunded the$249 fee I was charged. The cancellation form even states that the offer can be cancelled within 14 days. A fact that was never mentioned during the initial call. I received a reply email on 2/4/25 saying the offer is non-transferable and non-refundable and my request for a refund would not be honored. This was not mentioned at all during the initial call nor does the information sent in the receipt email mention the fee being non-transferable or non-refundable. I would like Holiday Inn Club Vacations to do the right thing and fully refund my $249 with no additional funny business ASAP. I keep copies and images of all correspondence. Including the cancellation form.
Customer Answer
Date: 02/09/2025
Additional copies of correspondence with Holiday ******** Vacation
Business Response
Date: 02/21/2025
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,
***** ******, Manager-Paralegal
Holiday Inn Club Vacations Incorporated
Customer Answer
Date: 02/25/2025

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. I confirm that I received notification on 2/21/25, that my refund request had been processed and posted to my financial institution on 2/24/25.

Sincerely,

****** ***
Initial Complaint
Date:02/04/2025
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.
We purchased a timeshare with Holiday Inn at Orange Lake Resort under high-pressure sales tactics and misleading promises. Initially, we were invited to a short, no-pressure presentation in exchange for entertainment tickets and resort credit. However, the presentation turned into a four-hour ordeal where multiple agents pressured us into signing a contract.We were promised that purchasing the timeshare would grant us easy access to luxurious accommodations, including a unit with a lazy river outside, but we quickly discovered that reservations were nearly impossible unless booked 10+ months in advance. Even when following these guidelines, we still couldnt secure our desired accommodations.When we expressed dissatisfaction, we were pressured into upgrading under the assurance that it would resolve our booking issues. We were also encouraged to refinance the loan with our bank, merge our loans for better benefits, and told we could walk away anytimethough we'd lose all money invested. These statements were misleading, as we remain financially trapped with two mortgages, excessive fees, and ongoing availability issues.Further, we were misled about closing costs (108% settlement fee) and given false promises of direct support from a quality assurance officer whose contact led only to general booking agents. On multiple occasions, we were pressured into attending more sales presentations in exchange for resort perks. Each time, we were given false reassurances that another upgrade would fix our ongoing issues.This timeshare has become a financial burden, exacerbated by personal losses that have left us in a difficult situation. We feel deceived and manipulated into agreements we did not fully understand or want.We request that Holiday Inn cancel our contract and refund any applicable funds.***** and ****** ******
Customer Answer
Date: 02/12/2025
i sent the authorization via email on 2/11/25 at 9:38am to ***** , it took me some time to find the email with the passcode to my complaint, i need this complaint reopened.
Thank you
Edward
Business Response
Date: 03/07/2025
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by *** and Mrs. ****** (Owners). We appreciate the opportunity to respond to the concerns set forth therein.
Our records show that Owners were invited to attend a Company-sponsored timeshare sales presentation at the Companys Orange Lake Resort located in *********,*******, which they attended on June 6, 2018. At the conclusion of the same,*** ****** elected to purchase a Latitudes pre-paid vacation package (the Latitudes Package) through the ****************************** which would enable him to experience timeshare ownership on a trial basis. The Latitudes Package entitled *** ****** to one (1) eight-day, seven-night stay at any of the Companys resort locations set forth in the Latitudes Package Agreement executed by *** ****** at the time of purchase. The terms attendant to the Latitudes Package included the requirement that Owners attend a Company-sponsored timeshare sales presentation during the course of the reservation secured under the Latitudes Package. Our records reflect that *** ****** redeemed the Latitudes Package for a July 2019 reservation at the Companys Orange Lake Resort located in *********, ******* and Owners attended our timeshare sales presentation as required on July 22, 2019. At the conclusion of the timeshare sales presentation, Owners elected to purchase an annual standard beneficial timeshare interest in the Orange *************** (the Initial Ownership). The Initial Ownership entitled Owners to ******* points per annum in the Companys points-based exchange program, the Holiday **************** Thereafter, on July 19, 2021, Owners elected to add to their ownership portfolio by purchasing an additional annual Signature beneficial interest in the Orange *************** (the Second Ownership), entitling them to ****** ************** points per annum. Later, on October 1, 2023, Owners elected to trade-in the Initial Ownership and the Second Ownership and applied the accrued equity therein toward the purchase of an annual Signature beneficial interest in the Orange Lake Land Trust (the Upgrade Ownership), which entitles them to ******* ************** points per annum. Contrary to Owners assertion that they have two mortgages with the Company, they in fact do not as evidenced by their one (1) active Upgrade Ownership.
Timeshare Presentations. Owners claim that the Companys sales consultants pressured and manipulated them into purchasing. We dispute Owners characterization of the Companys sales presentations. While the Companys sales consultants are enthusiastic about our product, they do not pressure, manipulate, or otherwise force, prospective purchasers to purchase timeshare interests, nor do they prevent prospective purchasers from leaving the sales center without making a purchase.If Owners did not believe that their purchases constituted good purchases at the right price, they were under no obligation to consummate their purchases and were welcome to leave the sales centers without making their purchases, just as Owners themselves have done on occasion.
Furthermore,all Company sales presentations are voluntary and anyone who does not wish to attend the presentations may simply decline any offers extended to them regarding the same. Following each presentation, a sales consultant inquires as to whether the prospective purchaser is interested in acquiring a timeshare interest and/or making changes to an existing ownership portfolio. If a prospective purchaser responds in the affirmative, the sales consultant identifies specific inventory for the prospective purchasers consideration based on the price, benefits, and services they are seeking. To the extent a prospective purchaser expresses interest in timeshare ownership, but objects to the purchase on the basis of price, the sales consultant will notify the sales manager who will attempt to locate inventory having a lower purchase price, while also disclosing that the reduction in price will have a corresponding reduction in the number of Club points allocated thereto.
At the conclusion of the 2023 timeshare presentation, Owners freely advised the sales consultant that they wanted to purchase the Upgrade Ownership, and they identified family, love to vacation, and Signature Collection on the Sales Pre-Confirmation Checklist they executed at the time of purchase as their primary reasons for entering into said purchase. As such, we dispute Ownersassertion that they were not interested in purchasing the Upgrade Ownership.
If Owners had a change of heart after leaving the sales center, they were welcome to rescind their purchase within the statutory rescission period. Owners were provided with full disclosure of their rescission rights and how to exercise the same at the time of purchase, which rights are memorialized in the contract documentation they executed, copies of which were provided to them before they left the sales center. Owners did not, however, exercise their rescission rights.
Duration. Owners express concern with the duration of the Companys timeshare presentation. Please note that the Companys sales presentations are approximately two (2) hours in duration for new prospective purchasers, and one (1) hour for existing owners. The actual length of the sales presentation, however, depends on the prospective purchasers level of interest and the questions asked. If at the conclusion of the sales presentation a prospective purchaser advises the sales consultant that he or she is interested in making a purchase, inventory is selected and contract documents are prepared, reviewed, and executed, which accounts for any additional time Owners may have spent at the sales centers.
Club Benefits; Availability. Owners claim that they were advised during a sales presentation that in order to fix their concerns with availability, they needed to upgrade their ownership(s). We wholly dispute this claim. Please note it was fully disclosed to Owners at the time of each of their purchases that all reservations are subject to availability, on a first-come, first-served basis. Owners may use their Club points to secure reservations at any of the Companys thirty (30) resort locations during any season, in any available unit, for any length of stay,provided that they have the requisite number of Club points in their ownership portfolio for their desired reservation, and further provided that their account is current. It should be noted that three (3) of the Companys resort locations have a ********** feature on property the ************************************************************************ Resort located in **********************, and the ********************************** located in ************, **************.
In addition, Owners may also use their Club points to secure reservations at (i)thousands of hotels worldwide through ***, and (ii) thousands of resorts worldwide through exchange affiliate, ***. The Company encourages owners to book accommodations as early as their booking window allows to maximize their ability to secure their desired reservations. Our records show that Owners have completed four (4) Club reservations at the Companys Orange Lake Resort. In connection with their most recent reservation in September 2023, Owners utilized their Club points to secure a unit in the luxurious Signature Collection available in ************ of the Orange Lake Resort, which ************ features a lazy river. Please note that we have no record of Owners attempting to secure any reservations since their purchase of the Upgrade Ownership. Notwithstanding the foregoing, if Owners would like assistance securing reservations, we encourage them to contact a Vacation Counselor at **************, who will be happy to assist in that regard once their account is brought current. It should be noted that Owners account is currently subject to use restriction due to the delinquencies thereunder, and they will be unable to secure additional reservations until such time as they cure said delinquencies.
Sales Contact. Owners further state that they were advised to contact the ***************** Officer after their purchases for assistance. To clarify, owners are advised that the Company has a dedicated team of Vacation Counselors to assist them with questions regarding their accounts and to book reservations and they are provided the toll-free number to call to speak with a Vacation Counselor. In addition, purchasers are advised that it will take several weeks for their new account to be set up in the system. In connection therewith, they are advised that if they attempt to contact a Vacation Counselor before the account is set up, the Vacation Counselor will be unable to find it and to provide assistance.Therefore, the ***************** Officer provides owners with the number for the ***************** Department with instructions to call that number if they have questions about their account or would like to book a reservation prior to the completion of the account set up, and to call the ************************** number to speak with a Vacation Counselor thereafter. The Company strives to provide our owners and customers with meaningful customer service so that their concerns are addressed in a timely and professional manner. We remind Owners that reservation/use inquiries on their active account should be directed to the Vacation Counselors, not the ***************** Department. The Member Guide that Owners received in connection with each purchase sets forth all of the important numbers that they might need in connection with their ownership.
Fees.Owners express dissatisfaction with the fees attendant to the Companys programs and to Owners ownerships. Please note that the Sales Pre-Confirmation Checklists executed and acknowledged by Owners at the time of their purchases clearly disclose the amount of the (i) Club membership fee, (ii) maintenance assessments, (iii) reservation fee, and (iv) exchange fee attributable thereto. The Club membership fee is a common expense of the timeshare plan, and as such, Owners are required to pay their share of that fee on an annual basis in order to continue utilizing their ownership. In addition, maintenance assessments are used for the maintenance and operation of the resort facilities. Please note, it is fully disclosed to owners that the use of their ownership(s) is subject to payment of any and all assessments (mortgage, maintenance, taxes, fees, etc.). If Owners did not agree to the above-referenced fees for which they received full disclosure of,they were under no obligation to consummate a purchase with the Company.However, Owners have purchased three (3) timeshare ownerships from the Company,utilized those ownerships, and are well aware of the fees attributable to our programs and to their ownerships.
Financial Obligations. Owners claim that they were misledabout the closing costs. When Owners entered into the purchase of the Upgrade Ownership, they elected to finance $52,154.41 over a ten (10) year term at a 16.5% interest rate, which Owners agreed to repay in monthly installments of $889.97. As such, it was disclosed to Owners and memorialized in the Closing Disclosures in the form required by applicable laws that after making all of the payment of principal, interest, mortgage insurance and loan costs, they will have paid $108,807.81 over the life of the loan and that the total amount of interest that they will have paid over the loan term represented as a percentage of their loan amount, the Total Interest Percentage (TIP) was ******%. It was also fully disclosed to Owners that there is no pre-payment penalty associated with the loan.
Owners further state that they were advised that they could refinance their loan with their personal bank. Please note that a persons ability to refinance a loan through a third-party lender depends upon a multitude of factors, including a persons credit history, the lenders requirements and the lending climate at the time the loan is applied for. Our sales consultants, who are not financial advisors, are aware of this and as such they do not guarantee prospective purchasers that they will be able to secure alternate financing and we deny Owners claims that they were advised otherwise. The Closing Disclosures executed by Owners at the time of purchase clearly state that Refinancing this loan will depend on your future financial situation, the property value, and market conditions. You may not be able to refinance this loan. The Owner Clarification Form executed by Owners at the time of purchase provides similar disclosure. The Company does offer in-house financing and we advise prospective purchasers of the same. If Owners did not want to finance their purchase with the Company,they were welcome to decline to purchase or to remit the entirety of the purchase price at the time of purchase.
Cancelation/Refund.Owners state that they were advised that they could cancel their ownership at any point. This is inaccurate. Owners were advised that once they satisfy the mortgage applicable to the Upgrade Ownership, it will be released and their payment obligations will be limited to the annual assessments thereunder.Owners who have satisfied their mortgage obligations and who are current on their maintenance obligations may surrender their timeshare interests back to the Company, without refund, pursuant to the Companys Horizons Program.
Owners request cancelation and refund of the Upgrade Ownership. Please note that the rescission period has long expired. Furthermore, our records reflect that Owners received all applicable disclosures in connection with their purchases, including without limitation, their financial obligations and information on the Companys program and how it operates. As such, they are not entitled to account cancelation and/or refund. And because there is an outstanding mortgage for the Upgrade Ownership, and they are delinquent on their payment obligations, they are not otherwise eligible for the Companys Horizons Program.
To the extent that Owners are facing a financial hardship, our ************************************* offers payment plans and other options to assist owners with maintaining their accounts current. We encourage Owners to contact our ************************************* by calling **************, to ascertain whether any assistance can be provided to them in this regard.
Customer Answer
Date: 03/14/2025

Complaint: 22897312

I am rejecting this response because:I am writing to formally reject the response provided by Holiday Inn Club Vacations Incorporated (the Company) regarding our complaint. Their response fails to adequately address our concerns, misrepresents key aspects of our experience, and dismisses the undue pressure, misleading sales tactics, and financial burdens we have endured as a result of their sales presentations.
The Company claims that their sales consultants do not pressure or manipulate prospective buyers. This is simply untrue. We were subjected to prolonged and aggressive sales tactics designed to coerce us into purchasing timeshare upgrades that we neither wanted nor fully understood. The atmosphere was one of undue pressure, making it difficult to make a clear-headed decision.
Contrary to the Companys claims, we were led to believe that upgrading our ownership would alleviate availability issues, which has not been the case. We were also assured that refinancing was an option, only to later find out that this was misleading. The financial disclosures presented during the closing were overshadowed by verbal assurances from the sales team, which were later contradicted by the actual terms.
The Company emphasizes that we were given rescission rights, yet they failed to fully explain the ramifications of our purchase at the time of signing. Additionally, they refuse to provide a reasonable exit option despite our financial hardship. The "Horizons Program" is an inadequate solution for those burdened by an ownership they can no longer afford, especially when the Company refuses to acknowledge any wrongdoing in their sales approach.
The Company downplays the impact of its increasing fees and financial burdens on owners. Maintenance fees, reservation fees, and loan costs were not properly disclosed in a way that allowed us to make an informed decision. Had we been given a fair and transparent breakdown of costs, we would not have proceeded with these purchases.
The response references our agreement to the loan terms; however, these terms were not clearly explained in an upfront manner. The exorbitant interest rate and total cost of ownership were downplayed during the sales presentation, leaving us with a financial obligation that far exceeds what was initially portrayed.
The Company states that we have not made attempts to book reservations since our last purchase, but they fail to acknowledge that the account has been placed under a "use restriction" due to our financial situation. This restriction further prevents us from utilizing the timeshare, making it an undue financial burden with no real benefit.
Given the ongoing issues and misleading sales practices we have encountered, we respectfully request the following: the immediate cancellation of our timeshare contract without penalty, a refund of any payments made toward the Upgrade Ownership, and removal of any negative credit reporting related to this timeshare.
We urge the BBB to take our complaint seriously and hold Holiday Inn Club Vacations accountable for their deceptive sales practices. The Companys response does not reflect the reality of our experience and further demonstrates their unwillingness to address the predatory nature of their sales approach.
We appreciate your time and attention to this matter and look forward to a fair resolution.

Sincerely,

****** ******
Business Response
Date: 03/28/2025
We have received the rebuttal complaint filed by ******************* We maintain that Owner (i) was not forced to enter into a purchase agreement with the Company, and (ii) received full disclosure of all terms and conditions attendant to his purchases, including without limitation, the financial obligations, and the statutory rescission periods thereto. Yet Owner insists that he was wronged by the Company for the reasons set forth in his complaints. We deny any wrongdoing on the part of the Company in connection with the sale of each the ownership.
Upon receipt of Owners rebuttal, we again conducted a thorough investigation of Owners account. It should be noted that at the time of each sale Owner was handed each document and controlled the pace by which he reviewed and executed the purchase documentation. Owner was under no obligation to execute the purchase documentation, and could have elected to rescind his purchases, which he did not do in connection with any of his three (3) purchases.
In closing, we have re-verified that all documentation executed at the time of each sale is in order, signed and acknowledged by Owner, and because we could not substantiate Owners claims of misrepresentation, we stand by our initial response and our position remains unchanged.
Customer Answer
Date: 04/01/2025

Complaint: 22897312

I am rejecting this response because: I respectfully disagree with Westgates response and maintain that I was misled into purchasing under high-pressure sales tactics that prevented me from making a fully informed decision. While ******** asserts that I was not forced to sign the agreement, they fail to acknowledge the aggressive and misleading nature of the sales presentation. The sales representatives presented exaggerated claims about the value, benefits, and resale potential of ownership, which were not accurately reflected in the final contract. I was placed in an environment where I felt pressured to make a decision on the spot, with little time to fully comprehend the long-term financial obligations I was agreeing to. The extended length of the presentation, coupled with persistent efforts to discourage skepticism, left me feeling I had no realistic opportunity to decline the offer.

Westgate states that I received full disclosure of all terms and conditions; however, key details regarding maintenance fees, financial liabilities, and realistic usage limitations were either minimized or not explained at all. The manner in which the information was presented was designed to highlight benefits while downplaying critical obligations. Had these terms been transparently conveyed, I would not have proceeded with the purchase. Additionally, ******** claims that I had the opportunity to rescind the purchase within the statutory period, yet they do not address whether I was properly informed of this right. Many buyers, including myself, are unaware of the rescission period due to the way it is either glossed over or strategically downplayed during the sales process. By the time I fully understood the implications of the contract, the rescission window had already closed.

********* response does not directly address my concerns regarding misrepresentation and high-pressure sales tactics. Instead, they rely on the argument that I signed the documents, as if the act of signing alone constitutes full awareness and consent. Signing under misleading or coercive circumstances is not the same as making an informed decision. The fact that I signed documents does not negate the deceptive tactics used to influence my decision.

Given these points, I respectfully request that ******** reconsider its position and offer a fair resolution. If ******** stands by its claim of ethical business practices, they should be willing to address concerns rather than dismiss them. I urge them to acknowledge the misleading nature of their sales process and work toward a resolution that reflects fairness and accountability.

Sincerely,

****** ******
Initial Complaint
Date:02/04/2025
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.
November 2024 signed a contract for ********* did not feel 100% confident but they said i can cancel at anytime so I did. Go to find out its only 10 days after meanwhile first payment wasn't till January 2025. Tried to cancel and void contract they said I have two options pay it off and return deed or default on payments and go into foreclosure not the best recommendations. Haven't used the service all I want it to cancel or delete my timeshare rights.
Business Response
Date: 02/12/2025
Please see attachment for the Company's formal response to Mrs. ******** complaint.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Initial Complaint
Date:01/31/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Initial phone call indicated that I could book a reservation at a resort. Upon reading the terms and conditions it stated that I would be staying at a nearby location. I have read other customer complaints and this company is truly a scam.
Customer Answer
Date: 02/07/2025
Please use this description:
Initial phone call indicated that I could stay at the resort of my choice. When I got ready to book the reservation, the terms and conditions stated that I could be placed in a nearby hotel. I did not go through with the reservation. All I am asking for is a refund of my initial deposit of $249. I was not aware at the time that the vacation club was not part of the Holiday ********* chain but a separate company that partners with the vacation club.
Customer Answer
Date: 02/10/2025
I want to submit a new request.
How do I ado that?
Thank You,

Business Response
Date: 02/26/2025
BBB Case: ******** ("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 (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,
***** ******
Manager-Paralegal
Holiday Inn Club Vacations Incorporated
Customer Answer
Date: 02/26/2025

Complaint: 22881892

I am rejecting this response because: The only response I received was an email from the business rejecting a refund. I certainly did not agree to that. If they claim that they reached out to me again, I have no record (either by phone or email) of that. I am happy to resolve this matter via a refund.

Sincerely,

**** ****
Customer Answer
Date: 02/26/2025
I am sending this message as a follow up to my previous reply. I did receive an email from the business (Holiday Inn Vacations) today. They will be sending me a credit to my **** account. Once I receive the credit, the matter should be resolved.
I would like to inform you once I receive the credit.
Thank you for your support.
Business Response
Date: 02/26/2025
We appreciate another opportunity to respond to ********************* Our records show that on February 26, 2025, the Company sent Mr. **** an email to the email address referenced in the Complaint (i.e., *********************** We recommend Mr. **** check his Spam or Junk folder to verify receipt of our response to him.
Sincerely,
***** ******
Manager-Paralegal
Holiday Inn Club Vacations Incorporated
Customer Answer
Date: 02/27/2025

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:01/30/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Subject: Formal Complaint Against Holiday *********************************** Issue To Whom It May Concern,I am filing a formal complaint against Holiday ***************** regarding the unacceptable behavior of employee ***** **********. My experience with this company has been frustrating, and unprofessional, and has left me without resolution.After months of seeking assistance, I had to contact the ************************ just to get a response. I was pursuing a resolution through the Horizons Program, but my conversation with Mr. ********** quickly made it clear that customer service is not a ***********. Villanueva was rude, dismissive, and berated me for reaching out to external agencies. He then claimed that my prior dealings with PMG disqualified me from the Horizons Programan alarming and unfair policy. Am I expected to wait indefinitely for help while being denied the right to seek assistance elsewhere? This is *************** make matters worse, Mr. ********** abruptly ended the call, hanging up on me after his hostile remarks. No customer should be treated with such blatant ************* a result, I am filing this complaint with the Better Business Bureau and will escalate the matter further if necessary. I will also update the ************************, as I believe this warrants further investigation.I request that the BBB conduct a thorough investigation and that Holiday ***************** provide a written response detailing corrective actions.Thank you for your immediate attention.Sincerely,***** & **** ******
Customer Answer
Date: 02/10/2025
This was not a second complaint. This was an update to the information already submitted. I didn't know how else to send it. I realize that you didn't even read the information to understand that and ask that you do read the information as it was an update not a second complaint which I stated in the information transmitted. Can you please review that information and see what has taken place since the resort responded to your office with the instructions I was to follow.
Thank you,
***** and Dara ******
Customer Answer
Date: 02/10/2025
I wanted to clarify my information. This complaint was sent to the ************************** The resort responded back to me through the ************************* with instruction on what I needed to do to apply for the release. When I called their office as instructed, I was rudely dealt with. That is the reason for my complaint now and I sent you a copy of the information that was sent back to the ************************* so that they would know what transpired after the fact.
So, this is an update of the information that was sent to the ***************** and I wanted you to understand the reason for the second complaint which in fact is not about the release of the timeshare but about how I was treated by their staff and insulted beyond belief. I ask that you please review the information sent in.

Thank you.
Customer Answer
Date: 02/11/2025
Signed Authorization Form
Business Response
Date: 03/07/2025
March 7, 2025
VIA BBB Portal
RE: ***** & **** ****** (Owners)
BBB Case # ******** (the Complaint)
Contract # *******, a biennial timeshare interest at the Tropical Breeze Resort located in ***********, ******* (the Ownership)
Holiday Inn Club Vacations Incorporated ********************************************* you for contacting the Company in connection with the Complaint.We appreciate the opportunity to respond to the concerns set forth therein.
Owners express concern regarding their interaction with one of the Companys agents when discussing the process for obtaining relief of the Ownership through the Horizons Program. The Company strives to provide quality customer service to all our guests and owners. If Owners felt that our service to them did not meet their expectations, we apologize. Owners did not, however, report any mistreatment at the time it allegedly occurred. If they had done so, we would have promptly investigated their concerns and resolved the matter in a timely fashion.

Upon further review of our records, we find that an agent in the ************************* spoke with Mr. ****** regarding the status of his account and the process of surrendering the Ownership through the Horizons Program. During the call, Mr. ****** advised that he is unable to afford the financial requirements to be eligible to participate in the Horizons program. The Companys Account ***************************** has a dedicated team that can review Ownersaccount and provide Owners with any options available that may assist them with bringing their account current. As of the date hereof, Owners have not initiated the Horizons process.

Once Owners have cured the delinquencies attendant to the Ownership, they may contact the ******************* by either calling ************ or completing the online form through the Horizons website at ********************************************************* obtain the next steps in the surrender process of the Ownership to the Company through the Horizons program.

Sincerely,
/s/ ***** ******
***** ******
Manager-Paralegal
Holiday Inn Club Vacations Incorporated
Initial Complaint
Date:01/30/2025
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.
Misleading Statements Made by the Salesperson @ Orange Lake Resort The sales representative stated I could easily resell the timeshare if I no longer needed it, but Ive found this to be untrue.They claimed that hotel stays would cost me much less per night compared to standard rates. However, I have since discovered that the actual cost of booking hotels through the timeshare program is often comparable to, or even higher than, booking directly through other travel platforms.The sales representative assured me that as a timeshare owner, I would have the ability to upgrade my room at any hotel booked through Holiday Inn Club Vacations. This was presented as one of the key benefits of ownership, emphasizing that it would enhance my travel experiences.They also emphasized that owning a timeshare through Holiday Inn Club Vacations would make planning vacations easy and stress-free. During the sales presentation, the sales representative assured me that I could cancel or walk away from the timeshare contract at any time if I no longer wanted it or couldnt afford it. They specifically stated that the process would be simple and without significant penalties.They claimed I could rent out my timeshare for extra income, but this is not feasible due to restrictions in the contract.The representative repeatedly emphasized that the deal was a limited time offer and that if we didnt decide that day we would lose out on a once-in-a-lifetime opportunity. I was not given adequate time to review the contract or consult with an attorney. Instead, I was pressured to sign on the spot, under the impression I would miss out if I waited.The sales representative also claimed that purchasing the timeshare was the best way to provide my family with lasting memories, adding emotional pressure to my decision. These factors played a very significant factor in my decision to purchase this timeshare, and I feel I was misled about the true benefits of ownership.
Business Response
Date: 03/07/2025
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by ****************** We appreciate the opportunity to respond to the concerns set forth therein
Owner entered into her transaction with the Company on December 12, 2024, at which time she purchased an annual Standard beneficial timeshare interest in the Orange *************** (the Ownership) entitling her to ****** points per annum in the Companys points-based exchange program, the Holiday ****************
Pressure.Owner claims that the Companys sales consultants pressured her to purchase. We dispute Owners characterizations of the Companys sales presentations. While the Companys sales consultants are enthusiastic about our product, they do not pressure, or otherwise force, prospective purchasers to purchase timeshare interests,nor do they prevent prospective purchasers from leaving the sales center without making a purchase. In fact, many prospective purchasers who attend the Companys timeshare presentations leave the sales center without making purchases. If Owner did not believe that her purchase constituted a good purchase at the right price, she was under no obligation to purchase the ******* addition, when Owner purchased the Ownership, she was asked to execute a Sales Pre-Confirmation Checklist to identify her primary reasons for purchase thereon. Owner listed resort lifestyle, good deal, and family fun, as her reasons for purchasing. As such, we dispute Owners assertions that she purchased a timeshare interest that she did not want as her stated reasons for entering into the purchase with the Company reflect otherwise.
Purchase Urgency. Owner claims she was told that the offers presented to her during the sales presentation were only valid for that day. Please be advised that the Companys inventory changes daily. As such, if a prospective purchaser expresses interest in a particular piece of inventory, we cannot guarantee that it will be available for purchase at a later date. Similarly,many of the offers presented during inventory selection are offered as on-tour incentives, and we do not guarantee that the same pricing will be offered or available at a later date, which is what Owner was advised at the time of purchase.
Contract Execution. Owner claims that she not given sufficient time to review her contract documents prior to her execution of the same. We dispute this claim. Please be advised that as part of the Company s sales process, Owner was required to meet with a ***************** Officer (QAO) to confirm her understanding of the terms and conditions of the Ownership prior to leaving the sales center. Owner was afforded the opportunity to review the contract documents in detail, prior to the execution thereof, for as long as she required and to, again, ask for clarification regarding anything that she did not fully understand in connection with the Ownership. Each document was handed to Owner to review, with the assistance of the **** such that she controlled the speed of her execution. If Owner required additional time to review the contract documents and/or additional explanation of the terms set fort therein,the QAO would have happily provided Owner with the same upon request. If Owner determined that the financial obligations or any of the terms attendant to the Ownership were not acceptable to her, she was welcome to decline to execute the applicable contract documents and to leave the sales center without making a purchase.
We also reject her assertions that she was not allowed to consult a lawyer. All purchasers receive copies of their executed documentation at the time of purchase, without exception. Owner certainly could have consulted with an attorney during the statutory rescission period (which rescission period was fully disclosed to Owner at the time of purchase).
Benefits. Owner claims that she was misled about the benefits associated with ********* ownership. We dispute this claim. The Companys sales consultants describe, in detail, the benefits, rights, and obligations, attendant to each timeshare purchase. In connection therewith, Owner was advised that enrollment in the Club affords her the opportunity to utilize her Club points to secure (i)reservations in any available unit, for any length of time, during any season at any of the Companys thirty (30) resort locations, provided that she has enough Club points for the desired reservation, and further provided that her accounts are current, (ii) reservations at thousands of resorts worldwide through the Companys exchange affiliate, ***, (iii) reservations at thousands of hotels worldwide through the Companys ****************** with ***, and (iv)airfare, car rentals, cruises, and more, through the ********************** program. At the time of the sales presentation, Owner was shown, and provided with, a copy of the Member Guide which clearly sets forth step by step instructions on how to utilize the Club program to secure reservations at the Companys resort locations and how to access and utilize the Club program benefits.
Upon review of Owners use history, we find that she has not used the Ownership. To the extent Owner is experiencing difficulty securing reservations or utilizing her benefits, we encourage her to contact a Vacation Counselor at **************,who will be happy to assist in that regard once her account is brought current.
IHG. Owner claims that she was provided with assurances that she can obtain better rates through *** as an owner with the Company using her Club points. At no time did our sales consultants advise Owner that rates obtained through the Club program would constitute the lowest rates offered for use through ***. She was advised, however, that Club points could be utilized in lieu of money to secure reservations and that unlike money, more Club points are automatically deposited into Owners account each year on January 1, which points expire on December 31 of the second year after they are deposited into her account. Owner is also afforded the option of depositing them with *** for use at over ***** IHG-branded hotels worldwide. Depositing Club points with *** requires the payment of an additional fee. Once deposited with ***, her points will not expire. If Owner does not believe that booking reservations through the Club program is the highest and best use of her Club points, she is under no obligation to utilize the Club program. It is,however, an option that is available to her if she desires to utilize it.
Our further states that she was advised that she can receive upgrade accommodations through IHG. Please be advised that our sales personnel provide prospective purchasers with real time examples of reservations that can be secured by using Club points (whether at the Companys resorts or through the Companys affiliates), and the number of Club points required to secure such reservations. At the time of purchase, Owner was advised that *** reservations are subject to the rules and regulations promulgated by ***. Therefore,the Companys sales personnel do not guarantee prospective purchasers that they will be able to obtain certain accommodations via ***, as it depends on how and when each prospective purchaser desires to travel. Owners are simply advised that hotel reservations can be secured through *** by utilizing Club points in lieu of money.
Profitability of Timeshare. Owner states she was told that her Ownership could be rented for a profit. Please be advised that the Company does not sell its products as financial investments or income generators, nor do our sales consultants opine on the likelihood of securing renters on the rental market or profitability of resale. Owner acknowledged her understanding of the same when she executed the Purchase Agreement for the Ownership, which clearly states in Section 32, Purchaser warrants and represents to Seller and Developer that the purchase of the Interest is made for Purchasers personal use. Seller and Developer make no representations to Purchaser concerning rentals, rental income, income tax considerations, or investment potential, and Purchaser understands and agrees that Purchaser will not receive any assistance from Seller, Developer or any of its agents in the rental of accommodations or resale of the Interest. In addition, the purchase documentation executed by Owner expressly prohibits the commercial rental of accommodations. Specifically, the Purchase Agreement provides that Purchaser acknowledges and agrees that Purchaser is prohibited from engaging in any commercial activity related to the rental of or otherwise concerning any Accommodations and Facilities available to Purchaser in connection with its Interest purchased under this Agreement. Section 7 of the Owner Clarification Form executed by Owner at the time of purchase also clearly discloses that (i) This Timeshare Interest is being purchased for personal use and enjoyment and that you are not purchasing with an expectation of receiving any tax benefit or income from rental or profit from the resale of your Timeshare Interest and (ii) the market for resale of timeshare interests is poorly established.
Surrender of Ownership. Owner states that she was advised that she could surrender or sell the Ownership at any time if she no longer wanted to retain the same. Upon fulfillment of her mortgage and maintenance obligations,Owner may contact the **************************** to inquire about relinquishing her Ownership back to the Company through its Horizons Program should she determine that she no longer desires to retain the same. Until such time, however, Owner remains obligated to pay both the mortgage and the maintenance fees attributable to her purchase. Notwithstanding the foregoing, Owner is not prohibited from selling her timeshare interest to bona fide third parties in accordance with the Companys transfer requirements, we simply do not offer assistance in that regard.
Cancelation.Owner requests that the Ownership be canceled. Owner has outstanding mortgage obligations owed to the Company and does not qualify for account cancelation.Furthermore, her cancelation request is untimely for statutory rescission purposes. We have confirmed that the documentation executed by, and provided to,Owner at the time of purchase is in order and that she received full and accurate disclosure of the terms and conditions of the terms and conditions of her purchase. For these reasons, Owner is neither entitled to, nor otherwise eligible for, cancelation.
In addition, it should be noted that Owner elected to remit the down payment applicable to the purchase of the Ownership in six (6) installments. The first, and only, down payment installment was remitted on January 10, 2025, but no further payments have been made by Owner towards the Ownership. Should Owner fail to remit the remainder of her down payment installments, developer retains the right reclaim ownership of her timeshare interest pursuant to the default provisions of the Purchase Agreement,which will be reported to the credit bureau.
Initial Complaint
Date:01/25/2025
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 purchased a timeshare interest with Holiday Inn Club Vacations at the ************ location in Jan. 2024, using my funds. I advised agent that I was the primary buyer, although my girlfriend, ***** ******, signed along with me. She has little income.After repeated calls to update my mailing and residence address to ** in 2024, **** continues to send mail to CA. ***** never wanted to be the primary buyer, but the 2024 Form 1098 was received today, showing her as the primary buyer. I never received the annual maintenance invoice, so I finally found out my fee after it was due, on Dec. 31, 2024.I researched why two people need to attend a timeshare presentation, and discovered there is no legal requirement--the company merely wants to double the chance of a ******* a remedy, I request written notification from the company, sent to my TN address:***** ****** is to be removed from the contract/deed. She has asked for this step. I will be the sole owner and responsible party.A replacement 2024 Form 1098 is to be issued to me noting me as the sole ************* is to provide written notification to me at the ** address for all future fees, marketing and requests, and use my cell number as warranted for other inquiries.If the company cannot provide these remedies, I request that my contract be cancelled and a refund be issued for all monies I paid ($4113.00 on Jan. 5, 2024; $631 per month from Feb. 2024 to Jan. 2025; $2475.00 maintenance fee on Jan. 6, 2025). Since I arranged for friends and family to use 2 weeks in Oct. 2024, a proper charge for those stays is acceptable, not to exceed $2000.00 total. I have not stayed at a property yet.Should
Business Response
Date: 03/07/2025
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. ********** currently owns one (1) annual Standard timeshare interest in the Orange *************** that he purchased jointly with *** ***** ****** from the Company on January ****** (the Ownership).
Timeshare Solicitation. Prior to purchase of the Ownership, our records reflect that *** ****** was transferred to the ***************************** by *** on July 13, 2022. At that time, *** ****** was presented with a promotional offer to purchase a 4-day/3-night mini-vacation for the purchase price of $199. The terms and conditions clearly disclosed the facts that (i) her attendance at an approximately two (2) hour timeshare sales presentation was required during the course of the mini-vacation, (ii) upon completion of the timeshare sales presentation Owner would receive a cash refund in the amount of $199 for her attendance at the sales presentation, and (iii) she would be accommodated at the ******************** Resort during the course of the mini-vacation. Following Owners purchase of the mini-vacation, a confirmation email was sent to *** ****** memorializing the terms and conditions applicable to her purchase. *** ****** subsequently scheduled the mini-vacation for check-in on January 4, 2024 and check-out on January ******, and the requisite timeshare sales presentation for January 5, 2024, and was sent a written confirmation of the same.
Attendance. Owner insinuates that his attendance at the January 2024 sales presentation was mandatory. This is inaccurate. *** ****** was advised at the time of purchase of the mini-vacation that married or cohabitating couples participating in the promotion are required to attend the sales presentation together. The terms and conditions of the promotion also clearly disclosed this same information. Notwithstanding the foregoing, if Owner, at the invite of *** ******,agreed to attend the sales presentation, the same was of his own volition and not a requirement as alleged. Furthermore, if Owner does not wish to attend additional timeshare presentations in the future, he is welcome to decline any promotions,invitations, and/orincentives offered to him in exchange for his attendance, as attendance at all Company-sponsored timeshare sales presentations is strictly voluntary. To the extent that Owner participates in one of the ****************** promotions that offers incentives in exchange for attendance at a timeshare presentation,Owner will be required to attend the full presentation in order to receive the discounted rates, refund, or other incentives offered in connection with the promotion. At the conclusion of the timeshare presentation, ********* and Owner elected to purchase the Ownership and enrolled in the Companys points-based exchange program, the Holiday ******** (the Club). The Ownership entitles Owner to ******* Club points per annum.
Contact Information. Owner expresses dissatisfaction with the fact that *** ****** is listed as the primary purchaser on the accounts for the Ownership. And as such, *** ****** is receiving the financial statements to her address on file. Please be advised that at the time of purchase, the contract documents are prepared to reflect each owner. And during preparation, the primary purchaser is determined as based on the purchaser that secured the tour for the sales presentation. In this instance, it was *** ********************** the foregoing, if during contract execution either Owner or ********* requested for Owner to be listed as the primary purchaser, the contract documents would have been modified to reflect the same. Upon receipt of the complaint, we have updated our internal systems to reflect Owner as the primary purchaser and he shall receive all financial statements to the address listed within the complaint, including a 1098 form which was mailed to Owners address following notice of his complaint.
Deed. Owner requests for *** ****** to be removed from title to the deed for the Ownership. Please be advised that because he and *** ****** agreed to have joint and several liability for the outstanding financial obligations attendant to the Ownership, she cannot be removed from title until the underlying mortgage is satisfied. Alternatively,Owner has the option to trade-in the Ownership to the Company and utilize any available equity therein for the purchase of an upgrade. In the latter instance,additional documentation would have to be executed by *** ****** in order to (i) remove her from title and the mortgage obligations attendant to the Ownership,and (ii) allow Owner to apply any available equity from the Ownership towards the purchase of an upgrade ownership, since *** ****** would have no rights in the new purchase.
Usage. Owner states that he has never utilized the Ownership. Owners choice to forego use of the Ownership is not, however, a legal basis for contract cancelation and does not invalidate the financial obligations Owner agreed to on the date of his purchase. If Owner determined that the purchase of the Ownership was not a good purchase that met his vacation needs, he was welcome to refuse to execute the documentation for the purchase of the Ownership, or rescind the purchase of the Ownership, he did neither. Accordingly, we deny Owners request for contract cancelation and/or refund.
We encourage Owner to utilize the benefits that his Ownership offers, and we welcome him to contact a Club Counselor at ************** for assistance with securing reservations. We look forward to serving his vacation needs.
Initial Complaint
Date:01/21/2025
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.
We used our Holiday Inn timeshare to book a vacation at the *********** Resort in ***** in September 2024. This was about a month after we upgraded our timeshare. When we upgraded, their salespeople assured us the upgrade would give us access to luxurious, high-end resorts. Our stay at the *********** Resort could not have been further from that. When we checked in, we found a bug in our room. All the pools we had access to were too cold to use. We couldnt use the hot tub because it was being refurbished. The service at the resorts only restaurant was horrible and the food was cold. The overall experience was shabby and disappointing and a far cry from the elevated experience we were promised. On the last night of our vacation, the ** broke and froze the room. The repairman was rude and dismissive as he explained it would take several hours to fix it. We were moved to a new room, which took until 11 pm. We had to be up by 4 am for our flight. To make matters worse, there was no shuttle service to the airport, contrary to what the salespeople promised when we upgraded our timeshare. A resort manager was supposed to call us to discuss our experience, but they never did. We later spoke with a Holiday Inn representative over the phone who said theyd have a manager reach out as promised, but a manager still did not contact us. We brought this to Holiday Inns attention, and they immediately refunded the $69 reservation fee. We do NOT find that an acceptable resolution. As far as were concerned, their salespeople scammed us into a sham membership, and the only resolution we will accept is the cancellation of our membership and our money back.
Business Response
Date: 02/04/2025
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by *** and Mrs. ******* (Owners). We appreciate the opportunity to respond to the concerns set forth therein.
Owners entered into their first transaction with the Company on September 28, 2023, at which time they purchased an annual Standard beneficial timeshare interest in the Orange *************** (the Initial Ownership), entitling them to ****** points per annum in the Companys points-based exchange program, the Holiday **************** Thereafter, on August 10, 2024, Owners elected to trade-in the Initial Ownership and apply the accrued equity therein towards the purchase of an annual Signature beneficial interest in the Orange Lake Land Trust (the Upgrade Ownership), entitling them to 1****** Club points per annum. Club points may be used to secure (i)reservations at any of the Companys thirty (30) resort locations, (ii)reservations at thousands of ***************************** (***) branded hotels and resorts worldwide through the Companys affiliation with ***, (iii)reservations at thousands of resorts worldwide through the Companys exchange affiliate, ***, (iv) reservations at thousands of resorts worldwide through the Companys exchange affiliate, ********************** (II), and (v) discounts on airfare, car rentals, cruises, and more, through the ********************** program.
Upgrade Ownership. Owners claim they were assured that they would have access to luxurious accommodations upon purchasing the Upgrade ************ clarify, Owners purchase of the Upgrade Ownership changed Owners booking window as it relates to the Companys luxurious Signature Collection accommodations. Owners of Signature Collection inventory are afforded priority access in which to book reservations in the Companys luxurious Signature Collection units, in the form of longer booking windows. Prior to Ownerspurchase of the Upgrade Ownership, Owners were at the Traditional membership level in the Club. Traditional members who do not own Signature Collection inventory can still request reservations in Signature Collection accommodations; however, they cannot request such reservations more than fifty-nine (59) days in advance. Whereas owners who own Signature Collection inventory (regardless of membership level) are afforded a ten (10) month booking window in which to book Signature Collection reservations. So, if a prospective purchaser expresses interest in securing Signature Collection accommodations, the sales consultant will recommend that the prospective purchaser add Signature Collection inventory to his or her ownership portfolio and take advantage of the extended booking window. Since all reservations are secured on a first-come, first-served basis, Signature owners having longer booking windows who take advantage of the same will maximize their ability to secure desired reservations in Signature Collection units as they will have access to such units prior to the majority of the ownership base, which is what Owners were advised during the sales presentation in 2024.
Shuttle Service. Owners claim they were advised that they were promised airport shuttle services. While the Company does have shuttle services at some of our resort locations, the Company does not provide shuttle services to and/or from airports and we deny that Owners were advised otherwise.
Accommodations.Owners state that they were dissatisfied with the conditions of the accommodations they received at the ******************** Resort located in *********, ****** (the Resort) and the Companys customer service thereafter. Our records confirm that Owners stayed in a standard unit at the Companys Resort from September 14 to September 20, 2024. Please note that it is our top priority to assure that our resorts and units are in quality condition for our guests and owners. We have established policies and procedures to assure that the time is taken to consistently clean and monitor the maintenance of each unit. If ever there is a unit that is not to the quality standard we strive to provide, once brought to our attention, we endeavor to correct any areas that need improvement right away. We recognize that this was not Owners experience,which we believe to be an aberration and not indicative for how each resort is maintained on a regular basis. Please note that upon review of Ownersfile, we did find that Owners notified the Company of their displeasure with the accommodations they received in connection with their stay. Our records confirm that we provided Owners with a $69 refund for their reservation fee and their unit was moved at the time Owners concerns were presented. However, in the interest of good customer service, the Company is willing to also issue Owners a certificate for a complimentary six (6) night stay, which they may use to book a reservation prior to certificates expiration date and subject to the terms and conditions stated therein. The certificate will be emailed to the email address identified in the Consumer Info portion of the complaint. Please note, however, that Owners account is currently delinquent. Owners will be required to bring their account current in order to use the certificate stated herein. We encourage Owners to contact the ********************************************** at ************** to speak with an agent who will be happy to assist them with bringing and maintaining their account current.
Cancelation / Refund. Owners request cancelation of the Upgrade Ownership based on their dissatisfaction of their reservation at the Resort. Our records show that Owners' rescission period has expired; and while we find that Owners'reason for contract cancelation is not a legal basis to warrant the same, we again apologize for Owners' experience. We remind Owners that the Company strives to exceed owners and guests expectations when visiting our resorts and we continue to work diligently in this regard. We therefore hope that when Owners utilize their complimentary stay, their experience will be a positive one. We encourage Owners to continue utilizing their Upgrade Ownership and give us the opportunity to show them how vacationing with the Company can exceed their expectations. Based on the foregoing, we respectfully decline Owners'request for contract cancelation, and we look forward to being of service to Owners and their family in the near future.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

********* *******
Paralegal,Legal Services
Customer Answer
Date: 02/11/2025

Complaint: 22841134

I am rejecting this response because:

Sincerely,

***** & ******* *******
Customer Answer
Date: 02/11/2025
A 6-night complimentary stay is not adequate to make up for the stressful experience weve had as owners. We are not interested in using Holiday **** services ever again. Even before our stay at the ***********, we found it nearly impossible to book anything, yet Holiday Inn happily took thousands of dollars from us for no services rendered. Then, when we finally were able to book something, we encountered the horrendous conditions we described in our complaint. We refuse to pay Holiday Inn another *****, and we maintain that they should refund our money.
Business Response
Date: 02/13/2025
We have received the rebuttal complaint filed by *** and Mrs. ******* (Owners). We have reviewed each of their allegations and previously responded with specificity addressing each of the issues raised in their initial complaint.
In addition, please be advised that after the Company provided Owners with the complimentary certificate, Owners responded via email restating their concerns and request for cancelation and refund. In connection therewith, the ************************* responded to Owners on February 7, 2025, at which time we advised that our position regarding cancelation and refund request remains unchanged. We restate that Ownerscancelation request is outside of their rescission period, rendering such request untimely. Therefore, Owners contract remains binding, and they will remain liable for the financial obligations under the Upgrade Ownership until such time they no longer own the same.
We again invite Owners to use the complimentary stay certificate provided to them and we hope to provide them with a memorable and enjoyable stay in the future.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

********* *******
Paralegal, **************
Initial Complaint
Date:01/20/2025
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 am writing to formally put in a complaint and request the cancellation of my timeshare ownership with Holiday Inn at Orange Lake. Initially, I became a member at ***********, which later transitioned to Orange Lake. Subsequently, when it was rebranded as Holiday Inn, I was informed that in order to maintain the benefits I enjoyed with Orange Lake, I needed to purchase into Holiday Inn, which I did. However, I have encountered several issues with the membership.Despite my investment, I have found it difficult to access Holiday Inn properties for bonus time, leading me to resort to converting my points for hotel stays instead. Additionally, I was advised to join *** for alternative options, but unfortunately, *** has not been effective in meeting my needs. Given these challenges and the lack of fulfillment of the promised benefits, I believe it is in my best interest to terminate my timeshare agreement with Holiday Inn. I wrote them several letters and they sent me back a response which was nothing more than a denial letter stating that my claims and concerns were insufficient. I kindly request your assistance in facilitating this cancellation process promptly. They are a sneaky company that thrives on false promises and unethical sales tactics. It saddens me that companies like this can stay in business when they work based on corruption and lies. Please help me bring awareness to Holiday Inn and expose them for the lies they tell you in order to gain your business. Thank you for all of your assistance and help. From, *** and *** **********
Business Response
Date: 02/06/2025
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed by *** and **** ********** (Owners). We appreciate the opportunity to respond to the concerns set forth therein.
Our records reflect that *** ********** purchased two (2) timeshare interests from Silverleaf Resorts, LLC (Silverleaf) in 2000. ********** was later acquired by an affiliate of the Company in May 2015. Following that acquisition,Silverleafs historic resort properties were rebranded as Holiday Inn Club Vacations locations. In connection therewith, ********** owners were invited to attend sales presentations offered by the Company in order to answer questions that they might have had regarding the acquisition and to inform owners of additional benefits available to them through the Companys points-based exchange program, the Holiday ******** (the Club).
Our records show that in November 2017, Owners jointly attended a Company-sponsored timeshare sales presentation. At the time of the presentation, *** ********** owned one (1) annual fixed-week ownership purchased from **********, which ownership was located at the Holiday Hills Resort in *******, ******** (the Silverleaf Ownership). During the presentation, the sales consultant reviewed with Owners at length the difference between the Silverleaf fixed-week ownership and the benefits of the Companys points-based program. At the conclusion of the sales presentation, *** ********** elected to augment his ownership portfolio by trading in the Silverleaf Ownership and jointly purchasing with **** ********** an annual timeshare interest at the ********* Resort located in ********, ******** (the New Ownership) entitling them to ******* Club points per annum.
Upgrade Required. Owners claim that in order to maintain their benefits with Orange Lake they were required to purchase from the Company.Firstly, we believe there is a typographical error in Owners complaint and that they meant to write Silverleaf instead of Orange Lake. Secondly, please note that ********** owners are advised that joining the Companys points-based program is purely optional and failure to do so does not affect their entitlements under their ownerships with ********** and/or how their ownerships function. *** ********** was welcome to retain the Silverleaf Ownership, and all of the rights and obligations of that ownership would remain intact pursuant to the contract documentation between *** ********** and Silverleaf, 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. The only way to avail oneself of those benefits is to purchase inventory directly from the Company. When Owners advised that they wanted to join the Club, *** ********** was told that he could either retain his Silverleaf Ownership and purchase a second timeshare interest (at which time he would be afforded the option to also enroll his Silverleaf Ownership into the Club at no additional charge), or he could trade-in the Silverleaf Ownership and apply the equity he had accrued therein towards the new purchase. *** ********** selected the second option and elected to jointly purchase the New Ownership with **** **********.
Investment. Owners refer to the New Ownership as an investment. ********* interests are use-based products, and the value associated with a timeshare purchase is derived from the use of the timeshare itself, and they are sold as such. Owners acknowledged this when they executed the Purchase Agreement and Owner Clarification Form, each which state that Owners were purchasing the New Ownership for personal use.
Benefits.Please note that Owners may use Club points to secure (i) reservations at any of the Companys thirty (30) resort locations, (ii) reservations at thousands of ***************************** (IHG) branded hotels and resorts worldwide through the Companys affiliation with ***, (iii) reservations at thousands of resorts worldwide through the Companys exchange affiliate, ***, and (iv)discounts on airfare, car rentals, cruises, and more, through the ********************** program. Owners are also entitled to use of the Bonus Time Program at all of the original Silverleaf resorts, which program allows Owners to secure last-minute reservations subject to an additional fee,but without the expenditure of Club points.
Owners claim that they have had difficulty booking Bonus Time reservations. Owners are entitled to book Bonus Time reservations within original Silverleaf resort locations. However, at the time Owners purchased the New Ownership, they executed a Bonus Time Acknowledgement and Disclosure Statement acknowledging that: Bonus Time accommodations are on a space-available basis only and are not guaranteed available and use are limited. Owners were also given clear disclosure at the time they purchased the New Ownership that all reservations,including reservations through *** or IHG, are subject to availability on a first come-first served basis. Upon review of Owners use history, we find that Owners have transferred ******* Club points towards *** One Rewards Program,where points-so deposited never expire. Owners, however, have not used Club points towards ***. To the extent Owners are experiencing difficulty securing reservations, we encourage them to contact a Vacation Counselor at *************, who will be happy to assist in that regard. It should be noted,however, that Owners account is currently subject to use restriction as a result of the delinquencies thereunder. As such, Owners will be unable to secure reservations under their account until they cure the same.
Cancelation.Owners claim that they previously contacted the Company requesting cancelation.Our records confirm that the Company previously receive correspondence from Owners in May 2024; however, our records also show that our *************************** mailed a response to Owners attention. In connection therewith,Owners concerns were addressed, and their cancelation request was denied.Owners, however, restate their request for cancelation of the New Ownership and a refund of monies paid.
We are unable to substantiate Owners claims of wrongdoing in connection with their purchase of the New Ownership. Also, our records show that the applicable rescission period has expired, and that Owners have outstanding financial obligations owed to the Company. As such, Owners are not entitled to, or otherwise eligible for, contract cancelation. We therefore respectfully decline Owners request for the same.
Ownersaccount is delinquent. To the extent that Owners are facing a financial hardship, we encourage them to contact the ********************************************** by calling **************, to ascertain what options may be available to assist them with bringing and maintaining their account current.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

********* *******
Paralegal,Legal Services
Initial Complaint
Date:01/15/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a phone call on friday 1/10/2024 from a *** hotel representative about being selected for a get away vacation at participating locations. I was not aware that there was a "no refund policy". I found out that I am not able to travel to any of the locations that there are and will not be able to make it. This department is telling me there is nothing they can do and I am stuck witht he purchase. So at this point they are essentially telling me they are taking my money with no return product. The customer service of *** business can't help me with my issue because this deals specifically with the "Club Vacations" department. As stated above they are both un-willing to help me with the issue and I can't call them because either the line drops or any associate I am able to get a hold of either can't help me due to it being a billing/refund issue or no one from the billing/refund department is available to take a call.
Business Response
Date: 02/05/2025
BBB Case: ******** ("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 (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,
***** ******
Manager-Paralegal
Holiday Inn Club Vacations Incorporated
Customer Answer
Date: 02/05/2025

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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