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

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

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:01/14/2025
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 were lied to during our Timeshare presentation and told there were no on-going or annual costs associated with owning our timeshare outside of an annual membership fee of $169 to use a website for booking purposes. After receiving a bill for "Maintenance Fees" of almost $2,500 about a month later, We went back to Holiday Hills Branson to discuss with the people that sold it to us thinking it was just a misunderstanding and that we could just get it taken care of. I was told that we "own it and that it is ours" and that we were out of luck and stuck with it. After calling to discuss directly with **************** to get out of the contract based on the lie was told to us we were given 2 options, find someone that wanted to buy it from us or pay it off and give it back. Neither of those are a viable option since we just purchased it and still owe the bulk of the purchase amount. We were happy and pleased with what we purchased until we found out we had been lied to, then the customer service to us has been essentially ignoring our problem.
Business Response
Date: 01/30/2025
Please refer to the attachment for the Company's formal response to Mr. ******** complaint.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Customer Answer
Date: 02/07/2025

Complaint: 22811002

I am rejecting this response because: As I explained in my initial complaint, I was LIED to during the sales presentation and the closing. I was told there were NO annual or ongoing fees other than the annual membership fee of $169 to use the website. The "assessments" were explained as a one time fee similar to an appraisal. I would be happy just canceling my membership without a refund and consider it a $5,000 learning mistake. I cannot afford to spend almost $20,000 to then have to also spend $2,500 per year to use the timeshare. It does NOT make sense. Like I explained previously, had they disclosed these ongoing costs, my wife and I would never had agreed to become owners. I was really happy with everything until I received that assessment bill. I honestly thought it was a mistake, until I was blown off by every party associated with HCIV. Please just cancel my membership with payment received and let us part ways civilly.

Sincerely,

***** ******
Business Response
Date: 02/11/2025
We have received the rebuttal complaint filed by ******************* We have reviewed each of his allegations and previously responded with specificity addressing each of the issues raised in his initial complaint.
Upon receipt of his rebuttal, we again conducted a thorough investigation of Owners account and re-verified that his contract documents were duly executed and that he received all requisite disclosures applicable to his purchase, including his financial obligations and instructions on how to timely request cancelation of his contract within the statutory rescission period. Since all documentation executed at the time of sale is in order, signed and acknowledged by all parties to the agreement, and because we could not substantiate his claims of misrepresentation, we stand by our initial response and our position remains unchanged.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

********* *******
Paralegal,Legal Services
Initial Complaint
Date:01/09/2025
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.
How is this company A+ accredited when you look at reviews they are all one star? Seems fishy if you ask me! If I could put zero stars I would. From the outset, the quality of services and accommodations provided has fallen drastically short of the promises made during the sales process. Instead of the luxurious, well-maintained properties that were presented to us, we have repeatedly encountered outdated and poorly maintained accommodations accompanied by subpar service. These experiences have caused significant stress and disappointment for our family. The experience we have endured with Holiday Inn Club Vacations has been nothing short of a severe disappointment. To add insult to injury, the additional fees and hidden costs that accompanied our bookings were not disclosed to us up front. These unexpected charges have exacerbated our financial burden and underscored the deceptive nature of the entire arrangement. Moreover, the solicitation we encountered, which resulted in a loss of $1,997.00, only adds on to our dissatisfaction and highlights the pattern of unethical behavior associated with Holiday Inn Club Vacations. We have been harassed with what seems like never ending phone calls. We have told you in numerous letters that we will not speak with you as nothing anyone from Holiday Inn says, can be trusted. That is a shame and a poor way to run a company. How you are still in business is beyond me. Timeshare is a scam and Holiday Inn is the top one. I expect a resolution to this immediately.
Business Response
Date: 01/30/2025
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by ********************* appreciate the opportunity to respond to the concerns set forth therein.
Owner entered into his transaction with the Company on October 26, 2021, at which time he purchased an annual Standard beneficial timeshare interest in the Orange *************** (the Ownership)entitling him to ******* points per annum in the Companys points-based exchange program, the Holiday **************** Owner may use Club points 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, ***, and (iv) discounts on airfare, car rentals, cruises, and more,through the ********************** program.
Owner presents concern regarding the Companys BBB Review star rating. Please note that the BBB Review ratings are given a separate score and are distinct from the BBB rating itself, which the Company has consistently held a rating with the BBB of A+ over the past several years. Please note that the Company has more than ******* owners and we offer more member benefits, choices, and distinctive vacation experiences than ever before. Through our growing portfolio of member resorts and our alliance with ***, we offer families many exciting vacation options, and the vast majority of those families are satisfied with their ownerships.
Owner expresses dissatisfaction with the accommodations and services he received,claiming that the same were subpar. The Company has no record of Owner previously raising such concerns during his stays with the Company.Notwithstanding the foregoing, please note that it is our top priority to assure that our resorts and units are in quality condition for our guests. If ever there is an area that is not to the quality standard we strive to provide,once brought to our attention, we endeavor to correct the areas that need improvement right away.
Owner claims that the Company failed to adequately disclose the financial obligations attendant to the Ownership and that he incurred a loss of $1,997.00. Firstly,please be advised that we are unable to locate a transaction in the amount of $1,997.00 on Owners account at this time. To the extent Owner wishes to provide additional details as to how he obtained such amount, we would be happy to review the same. Secondly, please note that the financial obligations attendant to the Ownership are fully disclosed within the Purchase Proposal,Promissory Note, Mortgage, Owner Clarification Form, and Closing Disclosures that Owner executed at the time of purchase. In addition, the Sales Pre-Confirmation Checklist and Member Guide provided to Owner at the time of purchase fully sets forth the exchange fees, reservation fees, Club membership fees, and all other fees attributable to the use of his Ownership and the fact that such fees are subject to change. We therefore dispute Owners assertions that the Company failed to adequately disclose the financial obligations attendant to the Ownership as his purchase documentation reflects otherwise.
Owner expresses dissatisfaction with the Companys telephone calls. Upon receipt of Owners complaint, the Company has placed the telephone numbers on Owners account on our internal do not call list and as such, he will not receive solicitations from the Company at those numbers. However, such action does not preclude the Company from contacting Owner for collection purposes.
Owner requests account cancelation and a refund of monies paid. Please be advised that Owners request is untimely as his rescission period has expired. In addition, we have confirmed that the documentation executed by and provided to Owner at the time of purchase is in order and that he received full and accurate disclosure of the terms and conditions of the Ownership. Furthermore, Owner has outstanding mortgage obligations owed to the Company. For these reasons, Owner is not entitled to,or otherwise eligible for, cancelation and/or a refund of monies paid.
Our records show that Owners account is delinquent and subject to use restriction. As such, Owner will be unable to use the Ownership until such time that the delinquencies are cured. We encourage Owner to contact the ********************************************** at ************* to speak with an agent who will be happy to assist his with bringing and maintaining his account current.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

********* *******
Paralegal, **************
Customer Answer
Date: 02/03/2025

Complaint: 22789143

We are responding to your letter regarding our complaint and request to cancel our timeshare. Our experience with your company has been disappointing, and we feel compelled to provide further context regarding our dissatisfaction.
The accommodations weve stayed in have been far below the quality promised to us during the sales presentation. On our first visit, we stayed in a unit in ********* that was not only outdated but also dirty and poorly maintained. The furniture was mismatched, and the mattresses were so worn out that both my husband and I suffered from back pain after every stay. Our experience at Orange Lake Resorts was equally disappointingdespite being promised rooms near each other for a family trip, we were placed in separate buildings, which made it difficult to enjoy the vacation as planned.
Additionally, we were blindsided by unexpected fees. In addition to the monthly payments and annual maintenance fees, we had to pay booking fees and daily fees for certain properties. This was not made clear to us when we purchased the timeshare, and it has added unnecessary costs that we were not prepared for.
To make matters worse, we were contacted by a third-party company claiming to be affiliated with Holiday Inn. They convinced us to participate in a rental program, promising a return of $7,400. Instead, we were scammed out of $1,997.00 with no return, which has only added to our frustration.
Given the consistent issues with both the accommodations and the hidden costs, we feel that we are not receiving the value we were promised. Therefore, we are formally requesting the cancellation of our timeshare contract and a refund of any money we are entitled to. We trust that you will handle this matter promptly and fairly.

Sincerely,

Terasence Mitten
Business Response
Date: 02/12/2025
We have received the rebuttal complaint filed by ******************* We have reviewed each of his allegations and previously responded with specificity addressing each of the issues raised in his initial complaint. We appreciate the opportunity to respond to Owners additional concerns.
Special Requests. Owner states that he requested side by side units for his stays at our Orange Lake Resort in January 2023. While we do our very best to accommodate special requests, we do not guarantee that special requests will be accommodated or that they will be available at the time of check-in. Owner was provided clear disclosure at the time of sale that all reservations are subject to availability.
*******************. Owner claims that he has received calls regarding rental opportunities from a third-party. Firstly, the Company does not offer rental or resale services, nor do we have any third-party Company contact our owners with resale or rental opportunities. There are a number of third-party companies engaged in a variety of unscrupulous practices aimed at extracting fees from unsuspecting timeshare owners. We encourage Owner to utilize caution when/if dealing with such entities and to use extreme caution when dealing with any such entity that requires the payment of up-front fees for services that have not been rendered. To the extent Owner suspects the legitimacy of the calls he receives representing themselves to be the Company or otherwise, we recommend that he contact the Company directly to confirm the legitimacy of any calls received.
Value.Owner claims he is not obtaining the value he was promised. Please note that timeshare 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. Owner acknowledged this when he executed the Purchase Agreement and Owner Clarification Form, each which state that Owner was purchasing the Ownership for personal use.
Upon receipt of Owners rebuttal, we again conducted a thorough investigation of Owners account and re-verified that his contract documents were duly executed and that he received all requisite disclosures applicable to his purchase,including his financial obligations and instructions on how to timely request cancelation of his contract within the statutory rescission period. Since all documentation executed at the time of sale is in order, signed and acknowledged by all parties to the agreement, and because we could not substantiate his claims of misrepresentation, we stand by our initial response and our position remains unchanged.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

********* *******
Paralegal,Legal Services
Initial Complaint
Date:01/09/2025
Type:Sales and Advertising 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 were duped into purchasing a timeshare during what was supposed to be a joyful honeymoon getaway, shortly after my retirement from the military. The representatives made grand promises of frequent and easy travel, none of which have materialized. Instead, weve been trapped in a nightmare of coercion, deceit, and relentless pressure tactics.We were forced into attending multiple "owners update" meetings under the false pretense of receiving compensation. There were blatant lies about easy refinancing and luxurious accommodations. We have been nothing but victims of fraudulent practices. Every attempt we've made to utilize this worthless timeshare has been met with failure, frustration, and regret. Booking the so-called "Signature Collection" accommodations? A joke. This entire experience has been a disgrace. The final straw was our recent trip to ***********, where we were practically held hostage in an hours-long sales pitch. We refused to purchase additional points, and we were treated like garbage. Their tactics are not just unethical; theyre outright abusive.On top of that, we followed the customer service team's advice to sell our timeshare through ********** ************* they recommended. What a colossal mistake that was. After forking over $1,500, we received nothing but excuses. They even admitted that our remaining mortgage balance makes selling nearly impossible. And let's not forget the disaster that was our attempt to rent out our timeshare through this same company. Not only did we lose points, but we made absolutely nothing from the rental. This is fraud, plain and simple. Since our purchase, our health has severely declined since this nightmare began. Ive had multiple back surgeries, with another one looming, and my wife is battling a brain tumor that causes debilitating migraines. Traveling is no longer an option for us, yet the financial noose of this timeshare continues to tighten, exacerbating our stress and hardship.
Business Response
Date: 01/29/2025
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by ********************** appreciate the opportunity to respond to the concerns set forth therein.
Our records show that in December 2017, Owner made his first purchase transaction from the Company at which time he enrolled in the Companys points-based exchange program, the Holiday **************** Since then, Owner has entered into four (4) purchase transactions with the Company and currently owns three (3) timeshare interests: (i) a Standard annual beneficial interests in the Orange Lake Land Trust, entitling Owner to ******* Club points per annum (the Standard Ownership), (ii) an annual timeshare interest at the Orange Lake Resort located in *********, *******, entitling Owner to ******* Club points per annum (the Orange Lake Ownership), and (iii) a Signature beneficial interest in the Orange Lake Land Trust, entitling Owner to ****** ************** points per annum (the Signature Ownership). The Standard Ownership,Orange Lake Ownership, and Signature Ownership (collectively, the Active Ownerships) provide Owner a cumulative point allocation of ******* Club points per annum.
Marketing Promotions. Please note that the ***************************** often extends offers to prospective purchasers and owners to attend the Companys timeshare sales presentations. Prospective purchasers and owners are provided clear disclosure of all terms and conditions of each marketing offer, including without limitation, any incentives they may receive in connection with said offer, and that the purpose of said offer is for the purpose of soliciting the sale of timeshare interests. Owner is under no obligation to participate in the ****************** promotions, and he is welcome to decline any invitations extended to him in connection therewith.
Pressure.Owner claims that the Companys sales consultants pressured him 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. If Owner did not believe that his purchases constituted good purchases at the right price, he was under no obligation to consummate his purchases and was welcome to leave the sales centers without making his purchases, just as Owner himself has done on occasion. In addition,when Owner purchased his Active Ownerships, he was asked to execute a Sales Pre-Confirmation Checklist for each respective purchase and to identify his primary reasons for purchase thereon. Owner listed trust in Holiday Inn &IHG, the value of what we get, the wonderful accommodations/looks, more points, move towards ******* [points], more vacations, Prime Platinum,Signature Points, and more travel as his reasons for purchasing. As such,we dispute Owners assertions that he purchased timeshare interests he did not want as his stated reasons for entering into the purchases with the Company reflect otherwise.
Duration.Owner expresses concern with the length of the Companys sales presentations.Please be advised that the Companys sales presentations are approximately two (2) hours in duration for new purchasers and one (1) hour in duration for existing owners. The actual length of the Companys sales presentations,however, depends upon the prospective purchasers level of interest and the questions asked. Thereafter, inventory is selected, and contract documents are prepared, reviewed, and executed, which accounts for any additional time Owner may have spent at the sales centers.
Refinance.Please be advised that a persons ability to secure alternate financing through a third-party lender depends on 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,do not opine on or guarantee a persons ability to refinance their loan. The Owner Clarification Form executed by Owner at the time of each purchase clearly states that refinancing options for Timeshare Interests are limited. You are not relying on any promise or expectation of refinancing your loan in the future. Many lending institutions do not offer refinancing options for Timeshare Interests. The Closing Disclosures executed by Owner at the time of each purchase provide similar disclosure and 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.
Club Benefits. Owner claims that the benefits of the Active Ownerships were misrepresented. Please be advised that Owner may use his Club points to secure reservations in standard units up to ten (10) months in advance at any of the Companys thirty (30) resort locations, during any season, for any length of stay, provided that he has the requisite number of Club points in his ownership portfolio for the desired reservation, and further provided that his accounts are current. In addition, Owner may also use his Club points to secure reservations at (i) thousands of ***-branded hotels worldwide through the Companys affiliation with ***, and (ii) thousands of resorts worldwide through the Companys exchange affiliate, ***.
In addition, Owners purchase of the Signature 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 Owners purchase of the Signature Ownership, Owner was 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 Owner was advised during the sales presentation in 2021.
Our records show that Owner has secured eight (8) reservations at the Companys resorts, one (1) of which was secured in a Signature Collection unit. To the extent that Owner requires assistance booking reservations, we encourage him to contact a Vacation Counselor at ************** who will be happy to assist in this regard once Owner brings his accounts current.
Timeshares Only.Our records confirm that Owner contacted our ******************* requesting cancelation of the Initial Ownership in February 2023. At that time, Owner was advised that he did not qualify for surrender under the Companys Horizons Program because he had not yet satisfied the underlying mortgage. When Owner requested resale options, our agent reminded him that the Company does not have a resale program, but that he could attempt to sell the Active Ownerships independently. Owner was advised that some owners have experienced success with resale through the third-party company, ********** Only. Owner was also advised that Timeshares Only is not affiliated with the Company and the Company makes no guarantees and/or assurances regarding the likelihood and/or success to be had via resale through ********** Only, or otherwise.
It appears from the Complaint that Owner paid Timeshares Only a fee for $1,500 to list the Active Ownerships for sale and/or rental. The Company is not privy to the terms of Owners agreement with ********** Only, nor any fees that may have been collected in connection therewith. To the extent Owner paid Timeshares Only for services that it failed to provide, we suggest that he address those grievances with Timeshares Only directly.
Cancelation. Owner requests account cancelation. Please be advised that Owners request is untimely as the rescission periods have expired. In addition, we have confirmed that the documentation executed by and provided to Owner at the time of each purchase is in order and that he received full and accurate disclosure of the terms and conditions of the Active Ownerships.Furthermore, Owner has outstanding mortgage obligations owed to the Company.For these reasons, Owner is not entitled to, or otherwise eligible for,cancelation.
Our records show that Owners accounts are delinquent and subject to use restriction. As such, Owner will be unable to use the Active Ownerships until such time that the delinquencies are cured. We encourage Owner to contact the ********************************************** at ************** to speak with an agent who will be happy to assist his with bringing and maintaining his accounts current.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

********* *******
Paralegal, **************
Customer Answer
Date: 02/06/2025

Complaint: 22788595

I am rejecting this response because:
I am disputing what Holiday Inn Club Vacations **** (****) has responded with, and here is why:

First, they talk about their marketing promotions, which they say there is no obligation to participate in. I disagree with this. On all our reservations, which were only five, not eight, as they stated, which I will discuss later, we were told it was a mandatory Owners Update. I even asked what would happen if we did not attend, and they stated that we would be charged an additional fee for something. I dont recall precisely what it was, but it was optional at a price. So yes, it is optional, but it will cost you, and then they caveat it with but we will reimburse your time with (whatever). They do this as you check in, so bear in mind you are tired from traveling and want to get into a room and relax so they know that you will most likely go along with it as you want to get checked in and on your way.

Second, the high-pressure sales. Yes, they tell you it will take approximately 1-2 hours, depending on the situation. But that turns into about 4-5 hours because they must walk you around the resort to show you what they want you to see, and the rooms they show are not what you will get when you make a reservation. They are staged and made to look fabulous, only to entice you into buying more.

Third, refinance. We had to exercise our 72-hour right of refusal on one of our purchases because the sales *** completely lied to us. I have her name and can provide it if they want, but I am sure that they can look it up just as quickly.

Fourth, attempting to get out of the agreement and contacting the ******************* was not only a waste of time but also a waste of money. This needs to be investigated because these organizations are in some cohort, which is more of a scam than anything. Yes, they say they are not affiliated with ****; however, once you contact Timeshares Only (TO), they entice you and make it sound like they work with them closely. Then, they even offer you the opportunity to rent your property through them while advertising it for sale. We decided to give that a try, which was another huge mistake, and this is where I am disputing one of the reservations we made because it was supposed to have been canceled. We had set up a rental agreement through TO in Sep 2023 for a Mar 2024 reservation. Then, in December, we decided we would no longer pay for our memberships, and I contacted TO to let them know what we were doing. They contacted us and told us we would be responsible for paying any fees associated with the contract we initiated in September. I asked them if there was a way to find another owner willing to overtake this reservation so that the individual that TO had lined up would not be affected. They contacted **** and said everything would be fine and there were no issues. Then, in mid-February of 2024, I got a notification from **** that the reservation, still showing under my profile and points had already been deducted from my accounts, would be canceled unless we brought our accounts current. I immediately contacted TO about this. They then called HICV and were told the reservations would be canceled unless the accounts were current. TO informed me that we would be liable per the contract for any fees they would have to pay to keep these reservations active. Long story short, the renter checked in to the resort, which I got notification of, and stayed their entire scheduled time. They checked out, and I got a notification for their checkout and receipts for their additional HICV purchases while at the resort. My points were deducted, and the reservation was never canceled. I have screenshots of my member portal showing all this, yet TO says they had to pay HICV to keep the reservation. Something does not add up.

Lastly, the other two reservations that **** claims that I made to make a total of 8 reservations can only be accounted for if they include the very first stay that we had when we had not even purchased anything yet and one other complimentary stay that they called us about and where we were lied to about the refinancing. Otherwise, we only made five reservations for ourselves and stayed at a resort. Our last stay at the ********************************** was in Dec 2022 and was the worst experience. We stayed in a Signature Collection room, which was awful. The floors were filthy, and most appliances and cookware were damaged or broken. This is also where we attended the worst owners update of them all. We told them we were not interested in purchasing more points four times, but they kept trying to entice us. Finally, I had to get ***** with them as my wife was having a low blood sugar attack because we had been in there for almost four hours, and we did not even tour anything. They just returned with offer after offer and tried to get us to upgrade. Then when we left, they treated us like c*** and did not even want to give us what they had promised us for attending. We had to stand at the counter for nearly 20 min to wait for someone to appear to process us out.

This company does not care about families having a good time at their resorts. They only care about getting you to purchase more so that they can make more money, and this should be criminal.

Sincerely,

***** *******
Business Response
Date: 02/26/2025
We have received the rebuttal complaint filed by ************************** We have reviewed each of his allegations and previously responded with specificity addressing each of the issues raised in his initial complaint. We appreciate the opportunity to respond to Owners additional concerns.
Owner states that the accommodations he was shown during his sales presentation tour are not the same as the ones he received.  Please be advised that all prospective purchasers that tour our model units for the first time are shown the Companys standard units. Furthermore, it should be noted that some units are at the end of their renovation cycles while others have been newly renovated. To the extent Owner would like to be accommodated in updated and/or more luxurious accommodations, he is welcome to request the same when he books his reservations, and a Club Counselor would be happy to assist him in this regard, subject to availability. Likewise, he may utilize his Club points to secure reservations in any type of accommodations that he wishes, provided that he has a sufficient number of Club points for the desired reservations, and further provided that his account is current. Upon review of Owners reservation history,for which he, himself, has secured five (5) reservations where he is listed as the guest, our records reflect that Owner has secured reservations in Standard,Presidential and Signature Collection inventory.
Owner expresses concern with the condition of the accommodations he received in connection with his December 2022 reservation at the *********************************** We apologize to Owner to the extent he found his accommodations to be lacking, as it is our top priority to assure that our resorts and units are in quality condition for our guests and owners, and to exceed the expectations of our owners during their stays at our resorts. 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. However, we reviewed our records for Owners December 2022 reservation, and we were unable to locate any instance where Owner expressed dissatisfaction with the accommodations received at the time of his resort stay. Had Owner presented concerns during his stay, we would have promptly addressed the matter accordingly. Notwithstanding the same, if Owner is accommodated in a unit, the condition of which does not meet his expectations, we encourage Owner to notify the resort staff so that we can address his concerns at the time of the reservation.
Owner states that he did not receive a gift incentive when he attended the sales presentation in December 2022. Our records reflect that in exchange for his attendance at the sales presentation,Owner was offered (i) a 7-day Valet parking certificate for use during his stay at the **********************************, and (ii) two (2) VIP City Tours tickets for a guided city tour of ************ Our records further reflect that Owner did, in fact, receive the offered gift incentive at the conclusion of the sales presentation. Irrespective of the same, please be advised that Owner would have received the proffered gift incentive whether or not the sales presentation culminated in a purchase. Furthermore,we deny his assertion that the Company charges a fee for owners who decline to attend a sales presentation, as it most certainly does not. And to the extent Owner felt that the sales representative was discourteous to him during the course of the sales presentation, we sincerely apologize as the Company certainly does not condone such behavior. We appreciate Owners feedback and will continue to work with our sales team to ensure that each customer is treated as a highly valued customer.
With respect to Owners claims regarding his rental agreement with ********* Only,please be advised that the Company does not secure reservations for an owners account with a third-party. The Company takes the security of our owners accounts very seriously and we have processes in place to authenticate the individual we are speaking to over the phone to ensure it is the owner or an authorized individual on the account. Upon review of the call recording for which the March 2024 reservations were secured, we are able to confirm that the agent followed the proper procedures to authenticate Owner as the person who requested to book the respective reservation. It should further be noted that as a courtesy to Owner, the March 2024 reservations were not canceled even though he has failed to make any payments under his Active Ownerships since December 2023, and that no additional fees were remitted in order to maintain the reservations. To the extent Timeshares Only charged Owner any fees, we are not privy to their agreement, and we encourage Owner to address his grievances directly with that entity.
We have again confirmed that the contract documents executed by Owner in connection with his purchases were properly executed and acknowledged, that Owner was fully and accurately advised of the terms and conditions of his purchases, and that all requisite disclosures were provided to Owner at the time of each purchase. While Owner did exercise his right to rescind his contract in connection with an August 2018 purchase, he did not exercise his right to rescind the contracts for the purchases of the Active Ownerships.
Owner remains obligated to pay the mortgage and maintenance assessments attributable to the Active Ownerships, which obligations are set forth in the purchase documentation. If Owner would like to avoid foreclosure, he will be required to bring his accounts current, and he may do so by contacting our ************************************* at *************.
Customer Answer
Date: 03/07/2025

Complaint: 22788595

I am rejecting this response because:

I have received the rebuttal from Holiday Inn Club Vacations and refute their response DTD: 26 Feb 2025 and here is why:

They say that the accommodations we were shown during the property tour were potentially newly renovated and thus considered to be luxurious accommodations. That may be the case, but that is not what the sales associate led us to believe. They lead us to think that ALL their accommodations are luxurious, which is a lie, and they pretty much just confirmed that. Regarding availability, I called numerous times to try to get specific accommodations and was told there was no availability. Then, when I go on the various websites selling rentals for their accommodations, there is all kinds of availability during the time I wanted. It appears that they allow 3rd party companies and rental agencies to have blocked out sections while the actual members get very few options.

Unsurprisingly, they conveniently cannot find any record of my complaint with the December 2022 reservation because the staff at the *********** location was the worst I have ever experienced. I am sure they did not even bother to log/record my complaint. I did not say that I did not receive a gift incentive. I said that they treated us horribly and that it took us over 20 minutes to be attended to at the checkout for the meeting. They hoped we would walk out and not get the gift. I did not say that we did not receive a gift. They need to go back and read what my rebuttal said. However, they only gave us 7-day valet parking. We paid for the tickets for the other attractions that they mentioned. It was discounted, but I have receipts for them if they need me to provide them, I can.

Concerning the March 2024 reservation, yes, I called to make the reservation, and I am sure they have the recording. However, they sent me a letter saying the reservation would be cancelled if I did not make payment to keep my accounts current. They say that as a courtesy they did not cancel the reservation, which is great because that gives me the validation to seek restitution from Timeshares Only and demand that they pay me the monies they were under contract to pay me. Again, there are lots of lies here as Timeshares Only sent me an invoice for a credit card, which they put on file, but said in an email they had to pay over $8000 in cash to keep this reservation.

We would appreciate it if HICV would cancel our membership and let us move on from this horrible experience. We have no desire to stay at any of their resorts ever again. This is a substantial financial burden on us, and both my wife and I have had significant health issues in the last year that prevent us from traveling. We would just like to be rid of this burden and all the stress associated with it.

Sincerely,

***** *******
Business Response
Date: 03/19/2025
We have received the most recent rebuttal complaint filed by ************************** We have reviewed each of his allegations and previously responded with specificity addressing each of the issues raised in his initial complaints. Our position remains unchanged. Additionally, we have no record of Owner previously contacting the Company alleging to have had a poor experience with the staff at the *********************************** Notwithstanding the same, we sincerely apologize to Owner to the extent he felt that the staff were discourteous to him during the course of his stay, as we certainly do not condone such behavior. Furthermore, we reviewed his prior rebuttal complaint in which Owner claimed the Company did not give us what they had promised for attending the sales presentation. As we have already advised, Owner was promised, and received, the offered gift incentives. In addition, it was expressly disclosed to Owner at the time of each purchase that all reservations are based on availability on a first-come, first-served basis,which disclosure was memorialized in the contract documentation Owner executed. As such, it is recommended that owners book their reservation as far in advance as possible in order to maximize their chances of securing their desired reservations. At no time was Owner provided any guarantee that each reservation requested would be available. Likewise,it should be noted that the Companys resorts, while primarily used by our ownership base, are not exclusive to owners and at no time was Owner advised to the contrary. While it is the case that the Company does from time to time rent developer-owned inventory to non-owners, this developer-owned inventory is not in the Club and Owner is not competing with non-owners for reservations as the inventory is maintained in two (2) separate pools and owner-owned inventory is reserved for owners. And lastly, any grievances that Owner has with respect to Timeshares Only, should be addressed with ********** Only directly.
Owner maintains his request for cancelation stating that he will no longer utilize the Active Ownerships and further citing health and financial hardship. We are sympathetic to his claims, but the same does not invalidate the contractual and financial obligations that he agreed to on the date of each sale. We have again reviewed our files for Owners accounts and we wholly deny any wrongdoing on the part the Company in connection with the sale of the Active Ownerships to Owner. Instead, we have found that Owner willfully entered into his agreements after full disclosure of all applicable terms and conditions. Based on the foregoing,contractual relief is not warranted.
Owners Active Ownerships are severely delinquent. If Owner would like to avoid foreclosure, he will be required to bring his accounts current and he may do so by contacting our ************************************* at **************.
Initial Complaint
Date:01/08/2025
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.
Dear Better Business Bureau,I am experiencing so many difficulties with Holiday ****************** Initially, they informed me that I could cancel my membership by paying a $1,200 fee. After I paid, they refunded the fee and then told me I couldn't cancel because my late husband is listed on the membership. They now claim I must go through probate court in order to proceed. I am struggling to understand why they cant simply take back ownership without requiring me to go through such a time-consuming and complicated process. This has caused me significant stress, and I feel the company is being unreasonable in resolving this matter. I would greatly appreciate your assistance in addressing this issue with Holiday ****************** Thank you for your help.Sincerely,*** ***** ******* ******** (member number)
Business Response
Date: 01/22/2025
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 1996, Ms. ******* and her then-husband, ***** *******, purchased an annual fixed-week timeshare interest at the Companys Orange Lake Resort located in *********, ******* (the Ownership).
Our records confirm that Ms. ******* requested to surrender the Ownership in October 2024 via the Companys Horizons Program. At that time, Ms. ******* remitted the Horizons processing fee of $1,200 and the Company began the process of generating a Warranty Deed for Ms. ******* to execute in order to surrender the Ownership back to the Company. However, prior to the Company generating the Warranty Deed, we were made aware that Mr. ******* was deceased, and the Company was provided a copy of his death certificate. Upon review of the same, the death certificate and note enclosed therewith reflected that *** ******* and Mr. ******* had divorced and Mr. ******* surviving spouse was ****** ******* at the time of death. The Company then reviewed how title of the Ownership was originally taken by Mr. ******* and *** *******, and we found that they took title as husband and wife at the time of purchase. Based on the changes in marital status and Mr. ******* death, the Company determined that Ms. ******* will be unable to surrender the Ownership via the Horizons Program until such time that she completes probate. Accordingly, the Company refunded Ms. ******* the processing fee and notified her of the same in October 2024. It should be noted that in 2017, the Company mailed a letter to *** ******* and ****** ******* advising that they would be required to have the Ownership probated in ******* before any changes could be made to the title of the Ownership.
Ms. ******* questions why she must complete probate before surrendering the Ownership back to the Company. In order to surrender the Ownership via a Warranty Deed, it will be necessary for Ms. ******* to go through probate. When Ms. ******* and ********** initially purchased the Ownership, they took title as joint tenants with rights of survivorship, meaning that the surviving spouse would automatically inherit the deceased spouses share of the property. However,prior to Mr. ******* passing, he and Ms. ******* divorced, and he remarried. Therefore, the rights and title to the property may have been impacted.
Based on the foregoing,Mr. ******* estate must go through the probate process to legally determine how his assets, including the Ownership, should be distributed. This process will confirm whether he had any claim to the property upon his death,particularly considering whether his remarriage impacted his share of the property. Once probate is completed, Ms. ******* will receive probate documentation to confirm the rights under the Ownership which should allow her to transfer the property back to the Company via the Horizons Program.
We understand that this may be an onerous process, but it is a necessary step to ensure the transfer of the Ownership is completed properly and in accordance with Florida law.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Initial Complaint
Date:01/07/2025
Type:Billing 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 Nov 12 2024 our family attended the timeshare presentation held at Holiday Inn at Orange Lake Resort. After what was supposed to be a 1 hour presentation turned into a 5 hours sales marathon we felt tired and pressured into signing a contract that we didn't really understand.Although the agent was aware the whole time we are from ******, when it came to financials we clearly explained we do not want to pay transactions fees and the difference in the conversion rates (CAD to USD). On our way out, the quality assurance officer assigned to us, ***** *****, handed us the 50+ pages Agreement #*******, which we did not check or read on the spot as we already lost half of our vacation day! We mailed in the cancellation notice via registered mail, on Nov 15, 2024 Upon returning to ****** I checked the bank statement and saw the downpayment of USD ******** equivalent of CAD ********* was already processed on my husbands credit card on Nov 12, 2024 although the Closing date was Nov 15, 2024 and we canceled the agreement on same date, within 3 (three) days from signing.On Nov 22, 2024 I called in and confirmed the cancellation was processed. The USD ******** was refunded on my husbands credit card on Nov 22, 2024 and posted on Nov 25, 2024 but the equivalent in CAD was only CAD ********* which materialized in CAD ****** financial loss for us.I have attempted to have this matter solved by contacting Holiday Inn since Nov 23, 2024 at both QA and CS emails, leaving multiple voice mails, sending in bank records for both transactions, as ************ of Jan 7, 2025 not one reply to our emails nor one callback were received from the QA!If Holiday Inn Club Vacations would have waited until the 10 day cancellation period expired, before processing any charges to our credit card which they had on file, we wouldnt be in this position today.We demand to have CAD****** reimbursed ASAP as this loss was caused by Holiday Inn Club Vacations wrongful act.******** *******
Customer Answer
Date: 01/08/2025
Good morning ***** and thank you for your prompt response. As requested, please find attached signed Authorization form.
Kind regards,
******** Maria ***********
Business Response
Date: 01/30/2025
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by Mrs. ******** We appreciate the opportunity to respond to the concerns set forth therein.
Mrs. ******* entered into her transaction with the Company on November 12, 2024, at which time she purchased an annual Standard beneficial interest in the Orange *************** (the Ownership) entitling her to ******* points every year in the Companys points-based exchange program, the Holiday ******** (Club). Our records confirm that following her purchase, Mrs. ******* timely notified the Company of her intent to rescind her purchase within the statutory rescission period.
Duration. Mrs. ******* asserts that the Companys timeshare presentation lasted for five (5) hours. Please note that the Companys sales presentations are approximately ninety (90) minutes in duration, depending on the respective promotion. 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 Mrs. ******* may have spent at the sales center.
Contract Execution. Mrs. ******* claims that she was pressured to execute a contract that she did not understand. It is the case that the Companys sales consultants are enthusiastic about vacation ownership and the Club program; however, they do not pressure or force prospective purchasers into purchasing from the Company. If Mrs. ******* did not believe that the purchase of the Ownership constituted a good purchase at the right price, she was welcome to decline the purchase offers. In addition, when *********** was asked to identify some of her main reasons for purchase, she listed legacy, convenience, and enjoying vacation as her primary reasons for purchase on the Sales Pre-Confirmation Checklist that she executed on the date of sale. We therefore dispute Mrs. ******** assertions that she purchased a timeshare interest that she did not want.
Mrs. ******* admits that she elected to forego thoroughly reviewing the contract documentation when she purchased the Ownership. It should be noted that at the time of sale, *********** was required to meet with a ***************** Officer (***) to review the terms of purchase and to execute the contract documentation. Mrs. ******* was given as much time as she desired to ensure her questions with the *** were addressed and the documents were later executed appropriately. Mrs. ******* was handed each document and controlled the pace by which he reviewed and executed the same. If *********** required additional clarification or additional time to execute the documentation, she was welcome to ask her questions or to take as much time as she wanted to review the documentation prior to execution. If Mrs. ******* had indicated that she did not understand the terms of the purchase and/or advised that she was not making an informed buying decision, the *** would have halted the sale to address any questions and concerns at issue. Mrs. ******* left the sales center after acknowledging her understanding of the terms and conditions attendant to her purchase, and with copies of the executed purchase documents for further review.
Mrs. ******* also questions why the down payment of $8,928.00 was processed on the date of sale, rather than after the 10-day rescission cancelation period Please be advised that when Mrs. ******* advised the sales consultant that she wanted to purchase the Ownership, she was provided with a one (1) ********************** setting forth the key terms of her purchase, including without limitation, the purchase price, down payment, amount financed, term of loan, monthly payment, maintenance fees, and interest rate, in order to confirm her understanding of the same. It was clearly disclosed on the Purchase Proposal that the down payment of $8,928.00 would be processed on the date of sale (i.e., November 12, 2024). After Mrs. ******* signed the Purchase Proposal, the remaining contract documents prepared for her and her spouses review and execution. It should be noted that Mrs. ******** spouse, **** *******, executed a Receipt of Payment which also reflected his agreement to be charged the down payment on the date of sale.
Currency Exchange Rate. Mrs. ******* acknowledges that upon receipt of her rescission request, the Company issued her a refund of $8,928.00, which was the full amount of the down payment received by the Company on the date of purchase. Mrs. ******* expresses dissatisfaction,however, that notwithstanding the issuance of the full refund, she incurred a loss of ****** Canadian Dollars (CAD) due to a change in the currency exchange rate for CAD and U.S. Dollars (USD) between the date of purchase and the date of refund. Mrs. ******* claims that she contacted the Company requesting a refund of the CAD loss, but that no resolution had been provided as of the date she filed the Complaint.
We understand that fluctuations in currency exchange rates can arise between the date of purchase and the date of rescission. However, because the Company is not responsible for the fluctuations in exchange rates which are wholly outside of the Companys control, the Company does not offer compensation for fluctuations in exchange rates. The Company received $8,928.00 USD from Mrs. ******* in connection with her purchase and upon rescission refunded Mrs. ******* $8,928.00 USD. Had the exchange rate fluctuated in Mrs. ******** favor, the Company still would have refunded Mrs. ******* $8,928.00 USD and she would have benefited from the difference in the exchange rate. In such event it would be unreasonable for the Company to require reimbursement from Mrs. ******* for the difference and the converse holds true as well. Notwithstanding the same, we have reached out to Mrs. ******* with an offer of resolution which Mrs. ******* has accepted. The Company is in the process of effectuating that resolution which may take up to fifteen (15) business days from the date hereof.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

********* *******
Paralegal, **************
Customer Answer
Date: 01/31/2025
Good afternoon *****,
On Wednesday, January 29, 2025 I received a phone call from Holiday ********************* During the conversation the *** mentioned that the business issued a first cheque but got voided, but happy to inform me that a new cheque will be mailed out that day, January 29, and will probably take up to 15 days to receive it.
Once I received the cheque, I will let you know and we can close the complaint.
Thank you,
******** *******
Customer Answer
Date: 02/06/2025

Complaint: 22782476

I am rejecting this response because:
Good afternoon *****,

On Wednesday, January 29, 2025 I received a phone call from Holiday ********************* During the conversation the *** mentioned that the business issued a first cheque but got voided, but happy to inform me that a new cheque will be mailed out that day, January 29, and will probably take up to 15 days to receive it.

Once I received the cheque, I will let you know and we can close the complaint.

Thank you,

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

Customer Answer
Date: 02/08/2025
Good afternoon *****,
I am happy to report we received the refund cheque from Holiday Inn Club Vacations Incorporated Friday afternoon, Feb 7th and we consider this matter resolved. Please close the complaint. Thank you so much for your help with this matter.

Kind regards,
******** *******
Business Response
Date: 02/10/2025
We have received the additional information filed by Mrs. ********
Upon review of our records, we find that the Company mailed Mrs. ******* a check and the same was delivered to Mrs. ******* on February 7, 2025. We therefore consider this matter to be closed.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

********* *******
Paralegal,Legal Services
Customer Answer
Date: 02/10/2025

Better Business Bureau:

Good afternoon *****,

I am happy to report we received the refund cheque from Holiday Inn Club Vacations Incorporated Friday afternoon, Feb 7th and we consider this matter resolved. Please close the complaint. Thank you so much for your help with this matter.

Sincerely,

******** Maria ***********
Initial Complaint
Date:01/03/2025
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.
On 11/8/24 I received a phone call on my cell phone by a Holiday Inn *** because I had just stayed at one of their hotels. They offered me a special deal because of that. They said if I give them $249 today, I will have one year to spend 3 nights, and 4 days at my choice of one of 10 different hotels in the **. I picked Gatlinburg Tenn. They then called me again today on 1/3/25, and said I should book the hotel now before they get sold out. We settled on the date of check-in on 6/2/25 at the *************** on the River in ********. It was at this time that they told me I had to attend a 2-hour Time Share presentation, and if I didn't, I would be charged their full rates. I then asked for a refund and submitted an email request. This was denied because they said you only had 14 days to cancel. I then reached out to my credit card company and filed a dispute. This company needs to be stopped. Just think of the people this company has scammed. This has to be illegal. I'm going to write to my State's Attorney next.
Business Response
Date: 01/23/2025
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:01/02/2025
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.
Holiday Inn Club Vacations contacted me, likely because I am an ********* (Holiday Inn parent company) card member and the two businesses are afilliated. They offered to gift me ***** hotel points along with $200 if I stay at a holiday inn hotel and attend a timeshare presentation at one of their locations. I agreed to this on a recorded call. After attending the presentation, I was then told by the presentation staff that I could either receive $200 OR the ***** points. I explained that this was inaccurate, and they said they would give me the $200 and I could call to receive the promised ***** points. They assured me the calls were recorded and I could listen to the recording if needed. When I called Holiday Club Vacations today (01/02/2025 at approx 1:00pm, I was told that I was never told this. I reminded them there was a recording of the call. They then put me on hold to "listen" to the call, and then got back on the line and stated they never said that. I asked them to let me listen to the call. First they said that wasn't possible, then eventually they sent me only about 30 seconds of the call, in order to algn with their narrative. They refused to let me listen to the full call and said that wasn't possible. The company is clearly engaging in deceptive business practices and should be reprimanded.
Business Response
Date: 01/23/2025
January 23, 2025
VIA BBB Portal

RE: ****** ****** (Guest)
BBB Case #******** (Complaint)
Mini-Vac # STR0002939598 *********************************

We have received and reviewed the stated concerns as detailed in the Complaint referenced above and we appreciate the opportunity to respond.

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.

In April 2024, Guest participated in the ****************** promotion by purchasing a mini vacation for $199, the terms of which provided that he would receive $200 cash back at the conclusion of his attendance at the Companys timeshare presentation during his mini vacation. Guest booked his mini vacation and attended the Companys timeshare presentation in December 2024 and received $200 cash back as his incentive.

Guest claims that he was not given ****** IHG One Reward points after his attendance at the Companys timeshare presentation. Upon review of Guests purchase, we found Guest was initially offered $100 cash back and ****** IHG One Reward points as an incentive for attending the Companys timeshare presentation during his mini vacation. However, the agent then offered Guest the option of receiving $200 cash back instead of the $100 cash and ****** IHG One Reward points initially offered to him, thereby making Guests accommodations complimentary. Guest accepted the $200 cash back offer instead of the initial incentive offered to him. Because Guest received the $200 cash back promised to him at the conclusion of the presentation, we find no additional incentive is owed to Guest and we respectfully decline his request to be issued ****** IHG One Reward points.

Sincerely,

******** *******
Legal Services
Holiday Inn Club Vacations Incorporated
Initial Complaint
Date:01/01/2025
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 December 20th, I have called Holiday Inn LAX to ask questions regarding shuttle bus schedule. The lady also helped me with the reservation. After that, she passed me her colleague from Holiday Inn Club Vacations for 500 *** reward points. The person working for Holiday Inn Club Vacations told me that today it was "a special day" for me and given my Silver Elite status I could get a 249 dollars USD package for 3 nights at one of the 11 Holiday Inn resorts. Also he told me I could get the 249 dollars USD back by participating in a tour of the facilities. Note that he NEVER told me that it is mandatory to attend the tour. I was misled and I decided to buy the package. After buying the package, I receive the terms and conditions of the package and I discover that this event is mainly for timeshare soliciting. This was never mentioned by the Holiday Inn Club Vacations personnel. I do not want this, so I called back Holiday Inn Club Vacations to ask for a refund and they told me that in 72 hours I should receive a response. I have not received a response yet from the merchant. The cancellation request form I signed on December 20th indicates that I may seek a refund within 14 days (Note that I am currently residing in the *******************). It has been 13 days since I requested the cancellation with no response from Holiday Inn Club Vacations and I am therefore producing this complaint so that the situation can be addressed.
Business Response
Date: 01/29/2025
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. 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,
***** ******
Manager-Paralegal
Holiday Inn Club Vacations Incorporated
Customer Answer
Date: 02/02/2025

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 received the reimbursement by the merchant.
I really appreciate your help and support these past weeks.

Sincerely,

********* *****
Initial Complaint
Date:01/01/2025
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.
I purchased a timeshare with Holiday ******** Vacation in December. It was a high pressure *** with a lot of information that was simply not true. The salesperson show me a lot of math showing how this would save me money but omitted all of the extra fees which add up to much more than the original price. I was told that there were many locations where I could reserve for anywhere from $69 to a maximum of $379 per week. There was no mention of the additional maintenance fee or all inclusive fees. Now that I have access to the booking website I find no availability so I can't even use it. I have paid $4454 so far but still owe about $40000 plus $2500 per year maintenance fee
Business Response
Date: 02/03/2025
Please see attachment for the Company's formal response to Mr. ********* complaint.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Initial Complaint
Date:12/31/2024
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 have not been able to get a response from Holiday Inn for completion of my time share buyback from Holiday Inn Club Vacations. I owned a Holiday Inn timeshare at the Ridge Tahoe property owners Assoc - ********************************************** (Holiday Inn Club Vacations, **** for many years. The time-share is completely paid off and all expenses are paid and up to date. Holiday Inn offers a buyback program (Return Warranty Deed) to return the property ownership back to them. I agreed to their program and paid them $1200 for it on 7/1/24. On 9/3/24, I received documents from them to notarize and return to Holiday INN to finish the buyback transaction. I immediately completed and returned the documents to them and they acknowledged receipt.On 10/2/24, after hearing nothing from them (after I contacted them to ask the status) they said they also now needed an "interspousal transfer deed." They said they would send that form to me by middle October. I received nothing. On 10/8/24 I called the "Service Resolution Manager - ******* at ************ at Horizons by Holiday Inn Club Vacations. ******* said the document would be sent right away. Nothing arrived. Since October, I have emailed ******* ****************************************************** of Holiday Inn Horizons (which manages their return deeds) and also called Holiday Inn Horizons by telephone and spoke to other staff as well over ten times . Each time I was told the document they say they need to complete the transaction would be sent to me right away. To date I have received nothing.I now received another bill from them demanding I also pay next year's membership fees of $1791 for 2025! (This is an insult)This process was begun 6 months ago. I have been unable to complete this transaction and there seems to be no one taking responsibility for their error. I need this completed! I have followed all of Holiday Inn requirements in a correct and timely manner.
Business Response
Date: 01/07/2025
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 currently owns one (1) annual float-week timeshare interest at the ********************************** located in *********, ****** (the Ownership).
Owner is requesting assistance regarding the transfer of her Ownership back to the Company. Please be advised that prior to our receipt of the complaint, Owner was presented with the option to relinquish her Ownership via the Companys Horizons Program on the basis that the loan obligations thereunder were satisfied and that her maintenance assessments were current. It should be noted that the Horizon Program is neither a buy-back nor a resale program. The Company does not offer, nor has it ever offered, a buyback program. Our records reflect that Owner began the surrender process through the Horizons Program in July 2024;however, the surrender documentation for the Ownership could not be recorded in public records as additional supporting documentation is needed. We apologize for any delays and/or inconveniences Owner has experienced in receiving the additional documentation to transfer the Ownership back to the Company. Upon review of Owners account, we find that the Company needs an Interspousal Transfer Deed that will need to be executed, and our records show that the Interspousal Transfer Deed was emailed to Owner on January 6, 2025.
In an effort to expedite the resolution of this matter, the Company also provided a pre-paid ***** label to Owner to return the same. Upon receipt of the properly executed Interspousal Transfer Deed, we will forward the same to our ************************* for expedited recording. Once the Warranty Deed and Interspousal Transfer Deed have been recorded, Owner will have relinquished her rights to the Ownership and will no longer have any future financial obligations owed to the Company in connection therewith. Additionally, we assure Owner that she will not be required to remit any additional fees or payments to the Company. Owner may disregard any invoices she receives for the Ownership between the date hereof and the date of surrender as such invoices are auto-generated. We appreciate Owners continued patience in this matter and can assure her that we are working diligently on resolving the same to her satisfaction.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

********* *******
Paralegal,Legal Services
Customer Answer
Date: 01/07/2025

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,

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

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

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

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

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

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

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Holiday Inn Club Vacations Incorporated is BBB Accredited.