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.

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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:12/30/2024
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 originally accepted Holiday Inn's offer for a free 3-night stay in exchange for attending a 1-hour presentation in ************, *************. During the presentation, salespeople used high-pressure tactics and misleading claims, such as stating we were purchasing "an investment, a legacy for our kids," and could travel anywhere using the points system. Despite our hesitation, the presentation dragged on for over 4 hours, leaving us exhausted. We signed up just to end the ordeal and salvage our vacation.When we tried booking trips, we encountered constant issues. Our first trip to **************, *******, was limited to a studio room despite better options being available for non-members. This contradicted the exclusivity promised at purchase. When we raised concerns at another meeting during that trip, we were pressured to upgrade under false promises that the higher tier would resolve our booking difficulties. We caved, only to find the same issues persisted.Another meeting in 2019 led to yet more pressure to upgrade, with agents insisting that better accommodations required additional purchases. We also learned that the ownership would burden our children after our deaths, despite being told otherwise during the sales process. Moreover, fees for taxes, maintenance, and insurance far exceeded what was disclosed, with costs even higher than our home.COVID exacerbated the situation, as we were told wed lose points during the pandemic and faced continued financial strain from skyrocketing fees. The stress from this purchase has become unbearable, impacting our family and marriage. This situation has gone on long enough. Holiday Inn keeps threatening us with foreclosure but never actually acts on it. The fact is that they cannot keep this open forever. We will never pay them again, and it would be best to just get this over with. We will not stop until we achieve some kind of resolution.
Business Response
Date: 01/15/2025
Please see attachment for the Company's formal response to Mr. ******** complaint.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Customer Answer
Date: 01/16/2025

Complaint: 22747667
Dear Ms. ***************** am writing in response to your letter sent to the Better Business Bureau on January 15, 2025, regarding my complaint. While I appreciate you taking the time to respond, your letter does not fully address the issues I raised, and I need to repeat some important points and dispute your claims.

You mention that my request for cancellation is too late because the rescission period has ended. However, I was never clearly informed about the rescission period when I purchased the timeshare. The salespeople led me to believe that I was purchasing property, not a timeshare, and that it would be a family investment. I was pressured into making a quick decision and wasnt properly informed about what I was actually agreeing to, including the rescission period. If I had known the full details, I would never have made this purchase. Also, I was told by the salespeople that I could cancel anytime if I was not satisfied, which was a major factor in my decision to buy. Now that I want to cancel, I am being told I cannot, which is simply not what I was led to believe.

The main issue here is the misleading way the timeshare was sold to me. I was promised that I was buying property, which would be passed down to my family. I was told I could travel anywhere with ease, but in reality, booking vacations has been very difficult, and the timeshare has become a financial burden. These false promises were the main reason I decided to buy, and now I am trying to cancel the contract because of them.

You also mentioned that my accounts are delinquent and that I need to bring them current. However, I need to make it clear that this is not something I can do. I am older and live on a fixed income, and I simply cannot afford to pay any more money towards this contract. Its not feasible for me to bring my account current, and the rising maintenance fees only make this more difficult. Ive never been told that these fees would keep increasing, and now they are making it impossible for me to keep up. I have no interest in continuing with this timeshare or making reservations. I will never use it again, and it is causing more financial strain than I can handle. I have no intention of contacting your ***************************** to try to bring my account current, as I do not intend to ever use the timeshare.

Additionally, your letter does not address the high and unexpected fees that come with this timeshare. The maintenance fees, taxes, and insurance costs have continued to rise, and I was never told that this would happen. If I had known about these growing costs, I never would have agreed to the purchase. These rising fees, along with the lack of availability, have caused a huge financial burden, especially during the pandemic when travel was restricted.

You also didnt respond to the lack of help Ive received from your customer service team. Ive tried to get answers and resolve these issues multiple times, but Ive been ignored. This ongoing poor service has made it clear that I have no other option but to request a cancellation of the contract. The idea that I could pass the timeshare onto my children is misleading. I was never told that they would inherit both the debt and the ongoing fees. This is an important detail that should have been shared with me at the time of purchase.

Because of all these problems, Im once again asking for my contract to be canceled and for a refund of the fees Ive paid. I dont believe Holiday Inn has handled this situation properly, and I ask that you reconsider your position. I expect a response and resolution within 7 days of this letter.

I look forward to hearing from you soon.

Sincerely,

****** ******
Business Response
Date: 01/24/2025
Please see attachment for the Company's formal response to Mr. ******** rebuttal complaint.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Customer Answer
Date: 01/28/2025

Complaint: 22747667
I am beyond frustrated with your response to my cancellation request. It is clear that Holiday Inn is more interested in avoiding accountability than addressing the real issues I have raised. For over a year, I have been trying to resolve this matter, and your latest response dismisses my complaints while continuing to insist I owe money.

First, your claim that I couldnt access better vacation options because my point package is cheaper is insulting and deceptive. During the sales presentation, I was promised that this package would meet my travel needs and provide access to quality vacations. Now youre saying the only way to get what I was told I was already paying for is to spend even more money. This is a classic bait-and-switch tactic and entirely unacceptable.

Second, your suggestion that the timeshare can be passed down to my children is appalling. You act as if this is a benefit when, in reality, it is a financial burden I would never want my family to inherit. This was never fully disclosed to me, and if it had been, I would have refused outright. I was misled into believing this timeshare would be an asset, not a liability.

Your argument that I signed and initialed the documents does not absolve you of responsibility for the lies and high-pressure tactics used by your salespeople. Verbal promises were made during the presentation that directly contradicted what was buried in the paperwork. This is a deliberate strategy to mislead buyers, and you know it. Furthermore, I was not informed about the rescission period at any point during or after the sale. This critical information was withheld, leaving me trapped in this contract.

I have tried repeatedly to resolve this issue in good faith, but your company continues to dismiss my concerns and offer hollow excuses. This timeshare has caused significant financial hardship and stress, and your refusal to address the unethical sales practices involved only makes matters worse.

I demand that you cancel this contract immediately and release me from any further financial obligations. Your continued refusal to act will leave me no choice but to escalate this matter further.

Sincerely,
****** ******
Business Response
Date: 01/29/2025
We have received the second rebuttal complaint filed by **************************** have reviewed each of Owners allegations and the Company has previously provided him with numerous responses addressing each of the issues raised in his complaints. As no new information has been presented warranting cancelation, we stand by our previous responses and our position remains unchanged.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

********* *******
Paralegal,Legal Services
Initial Complaint
Date:12/27/2024
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.
On November 22, 2024 at 6:11 PM ET, I received a call from ************ with the Caller ID of HolidayInnClub. I was asked to participate in a 6-question survey, which I did without question because I love the *** brand.After completing the survey, I was pleased to hear that I was going to be transferred to the corporate office to receive 500 points. After I was transferred, as was done before, a lady rattled off something about the ****************** an address in Orlando, and that the call was continued to be recorded for quality assurance. I hope so and I hope someone reviews that call. In total, I spent 7 minutes 21 seconds and I pleasantly answered all questions from both *********** the second *** mentioned the vacation club offer and the cost, I thought it was worth it, but due to some very personal reasons, I do not have a single day of vacation for the next 18 months that isnt already scheduled, some of which includes planned stays at the *** brand. She insisted that I could push the commitment out 6 months at a time. I thanked her at least twice for the offer, but again said I just couldnt commit to something at this time. So, instead of thanking me for my time or saying anything else at all, she just rudely hung up. A better approach would have been to thank me for my time and assure me that I would be awarded the 500 points for my participation in the survey and say goodbye, have a nice evening or something instead of just hanging up without any courtesy comment. It is the first time in 22 years that I can remember being disappointed in the *** brand. This call wont change my loyalty and I am not asking for anything special. I just want to make sure I get the promised 500 points and that someone hears about my disappointment, maybe to the point to review the handling of the call. The *** needs some additional training on how to handle polite rejection. A month later, I still dont have my promised points.
Business Response
Date: 02/13/2025
BBB Case # ******** (the "Complaint")
***** ********* ("Guest")
Marketing Package EAS0003672098 (the "Package")

Dear Ms. ******************* you for contacting Holiday Inn Club Vacations Incorporated (the "Company") in connection with Guest's Complaint. We appreciate the opportunity to respond.
Guest states he was promised to receive 500 *** One Reward points after being transferred to the Company's ******************** but that he did not receive the 500 IHG One Reward points. Guest also states that the agent he spoke with disconnected the call after he declined the option to participate in the Company's marketing promotion. We have reviewed Guest's account and the call attendant to transaction for the Package. We confirm that the 500 IHG One Reward points were not deposited to Guest's IHG One Reward account and on February 10, 2025, we submitted a request to have those points deposited for Guest's use. We apologize Guest experienced a delay in receiving the promised points.
We also confirm that Guest declined the option of purchasing the Package and the agent did not proceed with the appropriate process of ending the call. We sincerely apologize to Guest for his experience. We work diligently in ensuring that we provide quality customer service to all our guests. To ensure we continue to improve on the service we provide to our guests, we have advised the appropriate department and leaders regarding Guest's interaction to ensure this does not occur again. In the interest of customer service, we have deposited ****** IHG One Reward points to Guest's IHG One Reward account for his use within the *** network.
We value Guest's business and his feedback, and we appreciate the opportunity to address this matter.
Sincerely,
***** ******
Manager-Paralegal
Holiday Inn Club Vacations Incorporated
Customer Answer
Date: 02/23/2025
I have confirmed that the 500 points are add and they did add ****** goodwill points as well. Thank you BBB for doing what I was unable to get accomplished. And thank Holiday ***************** for doing the right thing and investing the call.
Customer Answer
Date: 02/24/2025
I have confirmed that the 500 points are add and they did add ****** goodwill points as well. Thank you BBB for doing what I was unable to get accomplished. And thank Holiday ***************** for doing the right thing and investing the call.
Initial Complaint
Date:12/24/2024
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.
1. 12/02/24, 12/22/24 2. Amount: $592(249 + 343)3. Paid $249 get a 4-day 3-night stay and join a two hour tour then get $60k IHG point and $50 for the compensation of parking fee 4. I tried to join the tour twice with the documents they asked for at the begining but they refused my join during the check in and charged an additonal fee of $343 5. They did not try to resolve it while I tried to joined twice offline and call online service************) few times As a resolution, I expect a formal apology for the inconsistent handling and misinformation, a full refund of the additional $343 charged, and a review of my eligibility for the promised bonuses of 60k IHG points and $50 parking cash back under the terms initially provided or refund the initial charge of $249.For verification purposes, I am prepared to provide documentations (including work **** information) supporting my claims as needed. I trust the BBB will assist in appropriately addressing this matter.All the other details can be found in the additional document
Business Response
Date: 01/13/2025
Greetings,
I hope you are doing well.
Please refer to the attached letter.
Thank you,
******** *******
Legal Administrative Assistant II
Holiday Inn Club Vacations Incorporated

Customer Answer
Date: 01/13/2025
Initially, on 12/22, I attempted to check in with my drivers license, credit card, my wifes digital drivers license, and her student **. I was then informed that a physical ** was necessary (Again, the email did not say we cannot use digital ** and we did not notified the ** must be U.S. issued ** either from the email or offline during the first check in). On 12/24, After returning with my wifes passport for the second check-in attempt, I was unexpectedly told a work **** was required, contrary to what was confirmed in the phone call. At no point were we informed that only U.S. issued ** was acceptable. This inconsistency led to a frustrating experience compounded by other inadequate services during check-in.

Given these discrepancies and the inconvenience caused, I respectfully request the following:
1. A full refund of the $249 or the honoring of ****** reward points in addition to a complementary $50 parking fee.
2. A full refund of the additional charge of $343 due to miscommunication and inadequate service.
Customer Answer
Date: 01/13/2025
Initially, on 12/22, I attempted to check in with my drivers license, credit card, my wifes digital drivers license, and her student **. I was then informed that a physical ** was necessary (Again, the email did not say we cannot use digital ** and we did not notified the ** must be U.S. issued ** either from the email or offline during the first check in). On 12/24, After returning with my wifes passport for the second check-in attempt, I was unexpectedly told a work **** was required, contrary to what was confirmed in the phone call. At no point were we informed that only U.S. issued ** was acceptable. This inconsistency led to a frustrating experience compounded by other inadequate services during check-in.

Given these discrepancies and the inconvenience caused, I respectfully request the following:
1. A full refund of the $249 or the honoring of ****** reward points in addition to a complementary $50 parking fee.
2. A full refund of the additional charge of $343 due to miscommunication and inadequate service.
Customer Answer
Date: 01/14/2025

Complaint: 22728852

I am rejecting this response because:
Initially, on 12/22, I attempted to check in with my drivers license, credit card, my wifes digital drivers license, and her student **. I was then informed that a physical ** was necessary (Again, the email did not say we cannot use digital ** and we did not notified the ** must be U.S. issued ** either from the email or offline during the first check in). On 12/24, After returning with my wifes passport for the second check-in attempt, I was unexpectedly told a work **** was required, contrary to what was confirmed in the phone call. At no point were we informed that only U.S. issued ** was acceptable. This inconsistency led to a frustrating experience compounded by other inadequate services during check-in.

Given these discrepancies and the inconvenience caused, I respectfully request the following:
1. A full refund of the $249 or the honoring of ****** reward points in addition to a complementary $50 parking fee.
2. A full refund of the additional charge of $343 due to miscommunication and inadequate service.

Sincerely,

******** ****
Business Response
Date: 01/16/2025
Greetings,
I hope you are doing well.
Please refer to the attached letter.
Thank you,
******** *******
Legal Administrative Assistant II
Holiday Inn Club Vacations Incorporated
Customer Answer
Date: 01/16/2025

Complaint: 22728852

I am rejecting this response because:
I already provide the original email about the check list which does not state the a digital ID is not acceptable. After that, before the second check in, no one told me that a work **** is required which was double confirmed by your sell team via the phone that driver license and credit card is enough.
It's your team that did not state the information correctly before our arrival and even during the check in, the offline team and online team still having different statements. You can check all the details in my last round attachments.
I already tried my best to join you tour while it's your team did not make that happen. I am not supposed to have any responsibilities in this case. Please full refund for the package of $249 or honor the reward points and complementary parking fee $50.

Sincerely,

******** ****
Business Response
Date: 01/29/2025
Greetings,
I hope you are doing well.
Please refer to the attached letter.
Thank you,
******** *******
Legal Administrative Assistant II
Holiday Inn Club Vacations Incorporated
Initial Complaint
Date:12/23/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went to Orlando, ** for vacation with my family to Holiday ******** vacation on August 5/2024 and upon checking in I was invited to attend a presentation which is going to be held the next day which is Monday August 6 starting from 9/10am. At the presentation i was invited to tour the property and was taken back to the office to buy the timeshare. I told them multiple times that I dont afford with the amount of money theyre offering, but I was entered in to this timeshare contract even when I refused and they cut the price multiple times for me to make it seem affordable in reality was not. Now the payment is not affordable anymore for me and my family. I want to get out off this contract. I dont want anything to do with the agreement. I dont want any refund. I just want them to terminate my contract.
Business Response
Date: 01/07/2025
Thank you for contacting Holiday Inn Club Vacations Incorporated in connection with the complaint filed with your office by ***************** We appreciate the opportunity to respond to the concerns set forth therein.
Our records show that Owner vacationed at the Companys Orange Lake Resort located in *********, ******* from August 4, 2024, to August 10, 2024. While vacationing, Owner was invited to attend a Company-sponsored timeshare sales presentation and was offered a $200 resort only gift card in exchange for his attendance. Owner agreed to the terms of the promotion and attended the presentation on August 5, 2024, 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 **************** 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, ***, and (iv) discounts on airfare, car rentals, cruises, and more,through the ********************** program.
Owner claims that he was entered in to [sic] this timeshare contract even when [he] refused. While the Companys sales consultants are enthusiastic about our product, they do not 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 purchase constituted a good purchase at the right price, he was under no obligation to consummate the purchase of the Ownership and was welcome to leave the sales center without making his purchase. In addition, when Owner purchased the Ownership, he was asked to execute a Sales Pre-Confirmation Checklist to identify his primary reasons for purchase. Owner listed location, reputation, and value as his reasons for purchasing. As such, we dispute Owners assertions that he purchased a timeshare interest that he did not want.
Owner requests contract cancelation. Please be advised that Owners request is untimely as the applicable rescission period has expired. And while we are sympathetic to **************** concerns, the same does not absolve Owner of his contractual obligations. Our records reflect 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 his purchase, including, without limitation, the financial obligations attendant thereto. Moreover, because Owner has outstanding mortgage obligations owed to the Company, he is not entitled to, or otherwise eligible for, cancelation, and we respectfully decline Owners request for the same.
However, please be advised that the Company does allow owners who have satisfied their mortgage obligations and who are current on their maintenance assessments and Club membership dues, the opportunity to surrender their ownerships to the Company, without refund,through the Companys Horizons Program. Because Owner has not met these requirements, he remains ineligible to participate in such program. Once Owner satisfies his mortgage obligations, is current on all financial obligations, and remits the Horizons fee, he may surrender the Ownership by contacting the ******************* at ************** to request surrender of the Ownership.
In the interim, our records show that Owner is delinquent on his maintenance assessment obligations. To the extent Owner is experiencing financial hardship, we encourage Owner to contact the ********************************************** at ************** to speak with an agent who will be happy to assist him with bringing and maintaining his account current.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

********* *******
Paralegal, **************
Initial Complaint
Date:12/22/2024
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 attended a presentation July 2022. I was told I could join their travel club if I purchased points. I could only afford ****** points for an annual fee of $149 and monthly fee of $163/month and was told that I could travel 7 days a year all over the world. And, I was told that I could cancel this membership at any time. Six months later when I tried to make reservations, the customer service informed me of many things that I was not told in the presentation, specifically that it would be impossible to go to the destinations I was told I could go and it would cost much more money that what I was told. I was never told about reservation fees or reservation insurance. I was never told about annual maintenance fees that I can not afford. I had no idea I had signed a mortgage because no one went over the paperwork with me and lied to me about everything. I was told that **** and *** were the same company. I can not use *** with my points unless I pay anywhere from $500-$2000 more. I contacted **** several times who did not help me at all. I contacted several companies to help me get out of this nightmare, but they also wanted thousands of dollars.I have not been able to make reservations where I want to go or go to any destinations I was told I could go.I have been forced to use my points because I would lose them if I didn't use them. I have sent over $6500 to this company for 4 nights each year coming to over $800 a night in resorts that you can stay at for $300-400 a night. And by the looks and lack of customer service at these places I would never pay that anyway. I am an honest person and thought HICV was an honest company because I was a *** member for years and had no issues with them.I am a single mother with one child in college and another going next year. I am asking one last time for someone to contact me and work something out because I can not continue to pay for something I was scammed into and will not be using again.
Customer Answer
Date: 01/02/2025
I dont understand why my complaint was closed. I provided everything that was asked. And my complaint is legitimate against Holiday Inn Club Vacations LLC.
Can someone please explain?
Thank you
Customer Answer
Date: 01/05/2025
Hello,
I messaged their Horizon program on 12/22/2024.
If the case is not closed why did I receive a message from you stating my case was closed? See the attached PDF. I'm confused.
Thank you
Business Response
Date: 01/21/2025
Please see attachment for the Company's formal response to Ms. ************ complaint.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Customer Answer
Date: 01/26/2025

Complaint: 22721865

I am rejecting this response because:
Holiday Inn Club Vacations in their response is saying that all these details were disclosed to me. That is a lie. This person responding was not there. How do they know what happened? Did they record the entire visit on camera? I would like to see that recording.  I had a friend with me who can witness what happened that day.
All financial obligations were NOT disclosed to me at time of signing the paperwork. I was never told of any interest rate or maintenance fees. No one explained to me what I was signing. I never heard the words mortgage and I was never told of the interest rate or maintenance assessments. The sales people used other words like "membership" not "ownership" to mislead me into signing something I was unaware of what I was signing. The person that gave me the paperwork to sign did not explain anything about the paperwork I was signing. She just showed me where to sign. In fact she hardly spoke at all.
I expected the employees of **** to be honest and truthful. Instead I was mislead and lied to by a salesperson who only wanted a commission. I did not read every word of what I was signing because I was already exhausted from being there so long and just wanted to leave and go eat.
Again, when I realized and learned what I signed, I contacted HICV and was told sorry too bad, we will not help you. That is why I tried to use the membership which was a huge disappointment and not worth one tenth of what I was paying.
I have paid everything on time up to 1/1/25. Only this month have I decided not to continue giving my money to this company who scammed me by lying to me about what I was purchasing.

Sincerely,

****** Michelle **************
Business Response
Date: 02/05/2025
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 her purchase, including without limitation, the financial obligations, the fact that she was purchasing a timeshare interest, and the statutory rescission period thereto. Yet Owner insists that she was wronged by the Company for the reasons set forth her complaints. We deny any wrongdoing on the part of the Company in connection with the sale of the Ownership.
Upon receipt of Owners rebuttal, we again conducted a thorough investigation of Owners account. While we acknowledge that we were not present during the presentation, it is for this reason that we rely on the documents that were signed by Owner on date of sale. It should be noted that Owner was handed each document and controlled the pace by which she reviewed and executed the purchase documentation. However, by Owners own admission, she elected to forego a thorough review of her purchase documentation at the time of sale and left the sales center after executing and acknowledging the terms and conditions attendant to her purchase. If Owner did not believe that her purchase constituted a good purchase at the right price, she was under no obligation to execute the purchase documentation, or alternatively could have elected to rescind her purchase, which she failed to do.
In closing, we have re-verified that Owners contract documents were duly executed and that she received all requisite disclosures applicable to her purchase,including instructions on how to timely request cancelation of her contract within the statutory rescission period. Since all documentation executed at the time of 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.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

********* *******
Paralegal,Legal Services
Customer Answer
Date: 02/16/2025
I responded to the last response that I received. Why is this closed? There was no resolutions.
Customer Answer
Date: 02/16/2025
I just now saw the message from the business on 2/6/25. I never received a notification email about this message. I would like to reopen this complaint and reply to the business.
Customer Answer
Date: 02/16/2025
This is my reply to the company's last message that I just received:
Again I was greatly misled and lied to during the sales presentation I attended. I was told I was purchasing points for a travel club membership and was never told I was purchasing a timeshare property with a mortgage. The sales lady never once mentioned the words timeshare, mortgage or ownership. I was told that I could cancel my membership anytime. I did not think I would have to read every word of the 20+ pages of paperwork. I thought I was with honest people and believed what they said. We were there for four hours while the sales lady explained what I was purchasing. However what she explained was a lie because the paperwork I signed was not what she said in the presentation. I was not aware of the deception until I tried to use my membership 6 months later. I was not able to go to ******************* like she told me or to ****** like she told me. She lied. At the time I tried to make reservations the reservation specialist told me the truth about what I had purchased. At that time I was very angry that I had been deceived and contacted the **** Horizons program, suggested by the reservation agent, to cancel my membership like I was told by the sales lady. I received an email back stating I had to pay the mortgage in full before they would help me. So that meant I had to pay **** $10,000 for nothing in return. Then I realized I had been screwed by **** and there was nothing I could do. So I decided to try to use the points since I had already sent **** a lot of money. I could not get a reservation anywhere I wanted to go and went to 2 places over 2 years time that I would never go and will never go again. I was greatly disappointed at the places I stayed, especially for the money I was spending.
I am a single mother with one child in college and another going next year. I have no more money to send to this dishonest company. I am not asking for the $6500 that I have already given this company for 2 stays of 4 nights in less than desirable places. I am asking for the last time to terminate the contract based on deceitful sales practices. I also have a witness that was with me who can testify to everything I am saying.

Customer Answer
Date: 02/17/2025
This is my reply to the company's last message that I just received:
Again I was greatly misled and lied to during the sales presentation I attended. I was told I was purchasing points for a travel club membership and was never told I was purchasing a timeshare property with a mortgage. The sales lady never once mentioned the words timeshare, mortgage or ownership. I was told that I could cancel my membership anytime. I did not think I would have to read every word of the 20+ pages of paperwork. I thought I was with honest people and believed what they said. We were there for four hours while the sales lady explained what I was purchasing. However what she explained was a lie because the paperwork I signed was not what she said in the presentation. I was not aware of the deception until I tried to use my membership 6 months later. I was not able to go to ******************* like she told me or to ****** like she told me. She lied. At the time I tried to make reservations the reservation specialist told me the truth about what I had purchased. At that time I was very angry that I had been deceived and contacted the **** Horizons program, suggested by the reservation agent, to cancel my membership like I was told by the sales lady. I received an email back stating I had to pay the mortgage in full before they would help me. So that meant I had to pay **** $10,000 for nothing in return. Then I realized I had been screwed by **** and there was nothing I could do. So I decided to try to use the points since I had already sent **** a lot of money. I could not get a reservation anywhere I wanted to go and went to 2 places over 2 years time that I would never go and will never go again. I was greatly disappointed at the places I stayed, especially for the money I was spending.
I am a single mother with one child in college and another going next year. I have no more money to send to this dishonest company. I am not asking for the $6500 that I have already given this company for 2 stays of 4 nights in less than desirable places. I am asking for the last time to terminate the contract based on deceitful sales practices. I also have a witness that was with me who can testify to everything I am saying.
Business Response
Date: 02/26/2025
We have received the second rebuttal complaint filed by ***************************** have reviewed each of Owners allegations and the Company has previously provided her with numerous responses addressing each of the issues raised in her complaints. As no new information has been presented warranting cancelation, we stand by our previous responses and our position remains unchanged.
Initial Complaint
Date:12/16/2024
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.
Dear ************ purchased our timeshare during a vulnerable period, following the passing of my spouses mother and my grandmother. The sales presentations were stressful, with the first on July 27, 2023, and a second on June 25, 2024. We were promised a 90-minute presentation but were kept for over five hours both times. During our stay, we encountered issues like a broken toilet and a dirty room, which added to our frustration.After initially declining the offer, we were pressured into a second deal: a $1,499 package for a guaranteed vacation reservation with a complimentary 7-day stay. We booked a vacation at ************, **, for November 2023, but later found out that we could not use the complimentary stay without first using the $1,499 package. This caused us to lose our reservation, and after much back-and-forth, we had to change our ******** June 2024, we were again pressured into attending another lengthy presentation, where we were promised discounts and better offers but felt harassed throughout. Since becoming owners, **** faced continuous difficulties with reservations and availability, particularly at our preferred ****************************************Additionally, I am now permanently disabled due to PTSD, traumatic brain injury, and other health issues, which limit my ability to travel. Our financial situation has also worsened, with a single income, medical bills, and family obligations.We are unable to utilize the timeshare as intended due to these life-changing circumstances. Given the ongoing hardships, I respectfully request the relinquishment of our timeshare and all associated obligations.Sincerely,******* and ********* *******
Business Response
Date: 01/09/2025
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.
Marketing Promotions. Owners provide a history of several transactions and promotions that they participated in with the Company; however, we would like to provide clarification on the history Owners provided. Firstly, Owners claim that they were pressured to attend the Companys timeshare presentations.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. Owners are under no obligation to participate in the ****************** promotions, and they are welcome to decline any invitations extended to them in connection therewith.
Notwithstanding the foregoing, our records show that while vacationing at the Companys Orange Lake Resort located in *********, *******, Owners were invited to attend a Company-sponsored timeshare sales presentation on August 2, 2022. At the conclusion of the sales presentation, Owners elected to forego the purchase of a timeshare interest and instead purchased a pre-paid vacation package for $1,499.00 (the Latitudes Package), through the *****************************, which would enable them to experience timeshare ownership on a trial basis. The Latitudes Package entitled Owners to one (1) eight-day,seven-night stay at any of the Companys resort locations set forth in the Latitudes Package Agreement executed by Owners 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.
Later in July 2023, Owners were contacted via telephone call and were offered a second marketing promotion wherein they would obtain a 5-day, 4-night mini vacation in hotel accommodations near our *********************************** located in ************, ******** for a purchase price of $279 (the Mini-Vacation Package). The terms of the promotion provided that Owners would receive a $279 cash back if they scheduled and attended a timeshare sales presentation sponsored by the Company during the course of the mini vacation. Owners agreed to the terms of the promotion and elected to book the Mini-Vacation Package for peak season November 2023 travel dates. Because Owners booked peak season travel dates, they were charged an additional $87 upon booking their Mini-Vacation Package.
Please note that at the time of the July 2023 telephone call, Owners had yet to book the 7-night stay under the Latitudes Package. Additionally, it should be noted that the Company has a policy wherein consumers cannot simultaneously hold more than one (1) promotional package at one time; therefore, the Company frequently conducts internal audits to ensure the same. In September 2023, the Company conducted an audit and found that Owners had two (2) active promotional packages the Latitudes Package and the Mini-Vacation Package. Because Owners had yet to use the Latitudes Package, they were required to use such Latitudes Package first before they should have been able to purchase any additional promotional packages from the Company. Based on this inadvertent error, the Company contacted Owners on September 22, 2023, to advise they needed to use their Latitudes Package first and that their Mini-Vacation Package (and the reservation booked thereunder) would be canceled and refunded to them. Owners inquired if they would be able to purchase another Mini-Vacation Package at a later date, which our agents responded in the affirmative.
On the same date, our agents offered to book Owners Latitudes Package at the Companys ************ Resort location. Upon review of the telephone call, we find that Owners inquired about June 14, 2024, through June 21, 2024, dates and requested for their reservation to be booked in a different location the Companys *********** Resort located in ************, **************. We find that the agent advised Owners that their desired reservation was available and booked; however, the agent inadvertently booked Owners for the requested dates at the *********************************** location instead. Owners later contacted the Company in May 2024 to notify us that their Latitudes Package was booked for the wrong location. At that time, the agent attempted to search for availability for Owners at the ********************************** location, but their desired dates were not available. Due to the Companys error, the Company offered to waive the reservation change fees and Owners ultimately changed their Latitudes Package reservation to June 24, 2024, through July 1, 2024, at the Companys Orange Lake Resort. We sincerely apologize to Owners for their booking experiences with the Company. The Company strives to provide our owners and customers with meaningful customer service so that their concerns are addressed in a timely, accurate, and professional manner. We apologize to the extent that this was not Ownersexperience. In the interest of good customer service, the Company is willing to provide a one-time offer to Owners for their marketing experiences by providing Owners with a certificate for a complimentary seven (7) night stay, which may be used to book a reservation prior to certificates expiration date and subject to the terms and conditions stated therein. Owners will not be required to attend a presentation in connection therewith. To the extent that Owners wish to accept the proposed resolution, we ask that they email the ************************* at ********************************************* within fourteen (14) calendar days.
Timeshare Presentation. Our records show that Owners attended our timeshare sales presentation as required under the Latitudes Package on June 25, 2024. At the conclusion of the timeshare sales presentation, Owners elected to purchase an annual standard beneficial timeshare interest in the Orange *************** (the Ownership). The Ownership entitles Owners to ******* points per annum in the Companys points-based exchange program, the Holiday ******** (Club).
Owners claim that they were harassed by the sales agents to make a purchase. We dispute Owners characterization of the Companys sales process. The Companys sales consultants are enthusiastic about vacation ownership and the Club program; however, they do not force or harass prospective purchasers into purchasing from the Company. If Owners did not believe that the purchase of the Ownership constituted a good purchase at the right price, they were welcome to decline the purchase offers or to rescind the purchase within the statutory rescission period. Owners however did not exercise these rights and when asked to identify some of their main reasons for purchase, they listed family, memories,and money to save as their primary reasons for purchase on the Sales Pre-Confirmation Checklist that they executed on the date of sale. We therefore dispute Owners assertions that they purchased a timeshare interest they did not want.
Duration. Owners assert that the Companys timeshare presentations 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 Owners may have spent at the sales center.
Accommodations.Owners claim that they experienced issues with accommodations during one of their stays. Please note that the Company is unable to locate a record of Owners raising any of the concerns outlined in the complaint to the Company at the time of their stays. Regardless of the same, we sincerely apologize to Owners to the extent that the Company has failed to meet their expectations in this regard. Please note that it is our top priority to assure that our resorts and units are in quality condition for our guests and owners. 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. 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.
Availability.Owners express dissatisfaction with an alleged lack of availability at the Companys resort locations. Please note that it was fully disclosed to Owners at the time of purchase that all reservations are subject to availability on a first-come, first-served basis. The Company encourages owners to secure reservations as early as their booking window allows to maximize their ability to secure their desired reservations. The Owner Clarification Form executed by Owners at the time of purchase clearly states that Holiday ********vacation exchanges are subject to availabilityYou acknowledge that you may not receive your first vacation choice and that alternative choices may be required to confirm an exchange through the Holiday ********.
Upon review of Owners use history, we find that they have used the Ownership to book one (1) reservation; however, Owners elected to cancel the reservation in December 2024. To the extent Owners are experiencing difficulty securing reservations, we encourage them to contact a Vacation Counselor at *************, who will be happy to assist them in that regard.
Cancelation.Owners request contract cancelation. Please be advised that Owners request is untimely as the applicable rescission period has expired. And while we are sympathetic to Owners changed circumstances, the same does not absolve Owners of their contractual obligations. Our records reflect that the documentation executed by, and provided to, Owners at the time of purchase is in order and that they received full and accurate disclosure of the terms and conditions of their purchase, including, without limitation, the financial obligations attendant thereto. Moreover, because Owners have outstanding mortgage obligations owed to the Company, they are not entitled to, or otherwise eligible for, cancelation,and we respectfully decline Owners request for the same.
However,please be advised that the Company does allow owners who have satisfied their mortgage obligations and who are current on all other financial obligations (i.e., maintenance assessments and Club membership dues), the opportunity to surrender their ownerships to the Company, without refund, through the Companys Horizons Program. Because Owners have not met these requirements, they remain ineligible to participate in such program. Once Owners satisfy their mortgage obligations, are current on all financial obligations, and remit the Horizons fee, they may surrender the Ownership by contacting the ******************* at **************.
In the interim, Owners are required to abide by their financial obligations. To the extent Owners are experiencing financial hardship, we encourage Owners to contact the ********************************************** at ************** to speak with an agent who will be happy to assist them with maintaining their account current.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

********* *******
Paralegal,Legal Services
Customer Answer
Date: 01/29/2025

Complaint: 22693342

I am writing to formally reject the recent response we received, based on the following points:
Marketing Promotions:
We have been persistently contacted by representatives urging us to sell our RCI weeks, which necessitates additional purchases and fees that were never disclosed during any presentations. Despite declining these offers, we continue to receive calls from different representatives who do not respect our decision and often hang up on us. This is highly unprofessional and does not reflect a company that values its owners.
Presentation Pressure:
We were required to attend the Companys timeshare presentations multiple times. The marketing department extended these offers even after we consistently declined them. On August 2, 2022, at Orange Lake Resort, we were pressured to purchase the Latitudes Package for $1,499, which included a mini-vacation package that the company had no record of. This led to a frustrating hour-long phone call to book a vacation in ************, **, only for it to be canceled a month before the intended travel date. Despite attending these presentations, which lasted five hours each instead of the promised 90 minutes, we did not receive clear disclosure of all terms and conditions.
Accommodations Issues:
Our attempts to express concerns about accommodations have not been adequately documented. Furthermore, availability issues were highlighted during a call with **************** on October 2, 2024. He mentioned a separate inventory for owners and the public, which was never disclosed. **************** pressured us to pay $399 to activate an incentive package for a reservation, which was another example of coercive tactics. When we declined, he responded unprofessionally and hung up.
Medical and Financial Hardships:
Given my permanent and total medical disability, we had to cancel our December 2024 reservation in **************. Our circumstances prevent us from using our timeshare, and we respectfully request that our medical and financial hardships be reconsidered.
We appreciate your attention to these matters and look forward to an appropriate resolution.

Sincerely,

******** *******
Business Response
Date: 02/06/2025
We have received a rebuttal complaint filed by ********************
Third Party Telephone Calls. Owner claims that he has received calls regarding *** resale/rental opportunities. Firstly, the Company does not offer rental or resale services. Secondly, *** does not 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. Also, while the Company has a business relationship with ***, to the extent Owner suspects the legitimacy of the calls he receives representing themselves to be ***, we recommend that he contact *** directly to confirm the legitimacy of any calls received.
Marketing Promotions. Owner claims that the Company has no record of a mini-vacation that was associated with the Latitudes Package. As reflected in our initial response, the Company addressed the 2022 Latitudes Package and July 2023 Mini-Vacation Package that Owner expressed initial concern over. Owners latest complaint also references an October 2024 telephone call. Please be advised that the Company has no record of an employee by the name of ***** Voukal. Irrespective of the same, we can confirm that that the ***************************** contacted Owner on October 4, 2024. At that time, Owner was presented with the option to purchase another mini-vacation package for the purchase price of $299; however, Owner elected to forego purchasing the package.We sincerely apologize to Owner to the extent he felt that the agent was discourteous to him during the course of the telephone call, as we certainly do not condone such behavior. In addition, upon receipt of the rebuttal complaint, we removed Owner from our Marketing database, and he should not receive additional invitations to attend the Companys timeshare presentations in the future.
Exclusivity. Please note that owners are entitled to book reservations in owner-owned inventory which inventory is part of the Club. They are not entitled, however, to book reservations in the developer-owned inventory. From time to time, the Company utilizes developer-owned inventory to accommodate persons on property at the invitation of its ******************** and releases developer-owned inventory for rental to non-owners through third-party websites. So, while it is the case that the majority of the people who are checked-into the Companys resorts at any given time are owners, at no time are prospective purchasers advised that resort access is limited or exclusive to the Companys ownership base.
Cancelation. Upon receipt of Owners rebuttal, we again investigated Owners account and re-verified that his contract documents were duly executed and that he received all requisite disclosures applicable to his purchase,including instructions on how to timely request cancelation of his contract within the statutory rescission period. And while we are sympathetic to Owners changed circumstances, the same does not absolve Owner of his contractual obligations. We restate that Owner is welcome to contact the **************************** for cancelation options once he meets the qualifications of the Horizons Program.
In the interim, Owner will be required to abide by his financial obligations. If Owner is facing financial hardship, we again encourage him to contact the ********************************************** at ************** to speak with an agent who will be happy to assist him with maintaining his account current.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

********* *******
Paralegal,Legal Services
Initial Complaint
Date:12/13/2024
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 july 5, 2023, I made an agreement to attend a time-share presentation at one of their vacation clubs, which would include a 3 night stay. I used my credit card to pay the $199 and agreed to attend within one year, whereby the $199 would be refunded after the stay and after attending their presentation. The time was extended, and I made the reservation for January, 2025. I was then told that my spouse would be required to attend. I was not told during the initial transaction, nor during any of the subsequest phone calls that he would be required to attend the presentation. If I had known that, I never would have agreed to any of this because he is not a traveller, and I knew he would not make the trip. I told them that I wanted a refund but they said it is non refundable. This is a fraudulent situation. It was not disclosed that my spouse would be required to attend their presentation. All phone calls are apparently recorded. They need to listen to all the calls that I made to them and they will see that this information was not disclosed to **** want a refund of $199, which was fraudulently taken from me. I can attend the presentation, but without my spouse. He will not make the trip, and I would never have agreed to this had I known his presence would be required.
Business Response
Date: 02/07/2025
February 7, 2025
VIA BBB Portal

RE: ***** ******* (Guest)
BBB Case # ******** (Complaint)
Mini-Vac # GRE0002179898 ***************************************

We have received and reviewed the stated 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.

Guest claims she was not given proper disclosure that my spouse would be required to attend the mini vacation and timeshare presentation. Guest requests a refund of monies paid toward the Package. Our records show that on July 5, 2023, Guest purchased a mini vacation, at which time she was asked if she was married, and Guest responded,no. After Guests purchase of the mini vacation, she was emailed a confirmation email for her purchase of the Package which included the Details of Participation. The Details of Participation clearly provides in the Qualifications and Requirements section that Couples, marries or unmarried,must attend tour together and both must present forms of identification such as a valid U.S. drivers license, U.S. state identification card or passport (cohabitants identification must contain matching addresses).

It should also be noted that Guests Package had an expiration date of July 13, 2024. On September *******, we advised Guest that she can utilize the Package by or before December 31, 2024. Guest however declined and allowed the Package to expire.

Because Guest was provided with disclosure of the requirement that couples (married or cohabiting) must travel and attend the presentation together, we find that Guests request for a refund is not warranted. We therefore respectfully decline Guests request for a refund of monies paid toward the Package.

Sincerely,
/s/ ***** ******
***** ******
Manager-Paralegal
Holiday Inn Club Vacations Incorporated
Initial Complaint
Date:12/12/2024
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 am submitting this complaint because I requested cancellation of contract ******* via email to ************************* Vacation, 12/8/24, 12/10/24, and 12/11/24, as stated in the contract on page 14/15. The rescind period for the contract cancellation is 12/5/24-12/14/24. I only received a generic auto-reply from cancellations@holidayinnclub,com. I wanted to ensure my right to cancel the contract within the rescind period was noted because no representative has reached out to me as requested in my emails. I also would like to know when my refund will be processed, and my funds will be received.During the presentation, I was told by the manager that I can cancel the timeshare using the Horizon Program. After reading the contract in its entirety, I discovered the Horizon Program cannot be discontinued at any time.I also discovered the assessment fees can be increased without a cap price/percentage as stated in the contract.Due to the above factors, the benefits do not outweigh the cost of the timeshare cost and annual fees. II would like to cancel while in the rescind period. I would like a representative to acknowledge my cancellation and provide details as to when my refund will be processed. Thank you
Business Response
Date: 01/08/2025
Please see attachment for the Company's formal response to the complaint.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Initial Complaint
Date:12/05/2024
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 am filing this complaint regarding my ongoing dispute with Holiday Inn Club Vacations over the cancellation of my timeshare account (Contract #********. Despite my repeated efforts to resolve the matter, I am disappointed with the lack of transparency and accountability shown by the company.When I purchased the timeshare, I was assured of clear terms and promised a high level of access and flexibility in using my points for reservations. However, my experience has been far from satisfactory. First, the full scope of costs and obligations associated with the ownership was not adequately disclosed during the sales process. The clarity of fees and long-term financial commitments was insufficient, leaving me unaware of critical details until after the purchase.Additionally, there has been a significant discrepancy between the points required for reservations and the actual availability of accommodations. Despite being promised flexibility and access, I have had difficulty securing reservations, making it nearly impossible to enjoy the benefits I was led to expect.I previously contacted Holiday Inn Club Vacations, requesting a reevaluation of my cancellation request based on these concerns. The response I received acknowledged my inquiry but failed to address the lack of transparency and the ongoing issues with access to reservations. This outcome is unacceptable and fails to resolve my concerns.I am seeking a fair resolution that acknowledges the issues raised, including the full cancellation of my timeshare agreement due to misrepresentation and unmet expectations.I hope this formal complaint will prompt Holiday Inn Club Vacations to review my case more thoroughly and provide a satisfactory resolution. Thank you for your attention to this matter.****** *******
Business Response
Date: 01/02/2025
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 her transaction with the Company on June 22, 2019, at which time she purchased an annual Standard beneficial timeshare interest in the Orange *************** (the Ownership) entitling her to ****** points every year in the Companys points-based exchange program, the Holiday ******** (Club).
Benefits.Owner claims that the benefits attendant to the Ownership were misrepresented at the time of sale. We dispute this claim. During the presentation, Owner was advised that Club points may be used to secure reservations in any available unit, at any of the Companys thirty (30) resort locations, during any season, for any length of time, provided that she has the requisite number of Club points for the desired reservation, and further provided that her account is current. Owner is also welcome to use her Club points to secure reservations at thousands of hotels and resorts through the Companys affiliations with *** and ***. Our sales consultants provided Owner with real time examples of reservations that can be secured through the use of Club points and the number of Club points required to secure each reservation. The exact number of Club points required to book any given reservation at the Companys resort locations is fully set forth in the Member Guide Owner received at the time of purchase. Owner was also given clear disclosure at the time of purchase that all reservations, including reservations through *** or IHG, are subject to availability on a first come-first served basis. It is for this reason that all owners are encouraged to book reservations as early as their booking windows allow.
Upon review of Owners use history, we find that Owner has elected to forego use of the Ownership. If Owner requires assistance securing reservations, we encourage her to contact a Vacation Counselor at **************, who will be happy to assist her in that regard. Please note,however, that Owner will be unable to secure reservations under her account until she brings her account current.
Financial Obligations. Owner alleges that the financial obligations attendant to the Ownership were not adequately disclosed at the time of sale. We dispute this claim. The financial obligations attendant to the Ownership were 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 her *********************************** Owner claims that she previously contacted the Company requesting cancelation of the Ownership, but that the Company failed to address her concerns. Upon review of our records, we find that Owner first contacted the Company in 2019 requesting cancelation. At that time, Owner was advised that her request for cancelation was untimely as her rescission period had expired. The agent reminded Owner that her rescission period was clearly disclosed within the Purchase Agreement she executed at the time of sale. Thereafter, our records confirm that the Company received several letters from Owner, each of which was mailed and received after the expiration of the rescission period. Our records reflect that the Company mailed four (4)written responses addressing similar claims presented in Owners Better Business Bureau complaint and denying her request for cancelation. Each response was mailed to the mailing address we have on file for Owner in our systems, which matches the address on Owners letters to the Company, as well as matches the mailing address set forth in the complaint. In addition, we find that Owner has previously spoken with our ************************************** On several occasions, Owner was advised that her account was delinquent and was provided with options to bring and maintain her account current;however, Owner elected to forego such options and instead, elected to request that the account be foreclosed upon. Owner was advised that if she does not cure the outstanding balances due on her account and foreclosure proceedings are initiated, she will receive proper notices regarding the same.
Cancelation / Refund. Owner requests contract cancelation and a refund of monies paid. Please be advised that the rescission period has expired rendering Owners request untimely. In addition, 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 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. We therefore respectfully decline her request for the same.
Our records show that Owner is delinquent on her payment obligations. To the extent Owner is experiencing financial hardship, we encourage Owner to contact the ********************************************** at ************** to speak with an agent who will be happy to assist her with bringing and maintaining her account current. Continued non-payment may ultimately lead to foreclosure.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

********* *******
Paralegal,Legal Services
Customer Answer
Date: 01/03/2025

Complaint: 22643385

I am rejecting this response because: Thank you for your response to my complaint filed with the Better Business Bureau (BBB). While I appreciate the opportunity to address the issues raised, I must respectfully disagree with the assertions made in your response and feel compelled to clarify several points.
First, regarding the alleged disclosure of benefits: Your response suggests that I was fully informed of the benefits associated with the Ownership, including the ability to book accommodations at Holiday ******** locations, RCI-affiliated resorts, and *********** However, this does not align with my experience. During the sales presentation, I was presented with generalized statements and assurances, rather than clear, specific, and actionable details regarding the limitations, restrictions, and actual utility of the program. The emphasis was placed on ease of use and availability, yet these representations did not match reality, as I have found significant difficulty in securing desirable reservations despite multiple attempts. Stating that "availability is subject to first-come, first-served basis" is insufficient when the material impact of such a limitation was not made clear at the time of sale.
Second, with respect to financial obligations: Your statement claims that the financial obligations were disclosed in documents provided to me at the time of purchase, but this does not adequately address my concern. While I acknowledge receiving documentation, the dense and overwhelming nature of these materials, combined with the high-pressure environment in which they were presented, undermined my ability to thoroughly review and understand the long-term financial commitments I was being asked to undertake. In particular, critical costs such as annual maintenance fees and potential escalation of fees were minimized during the sales process, leaving me with an incomplete understanding of the true financial impact of the Ownership.
Third, regarding prior communications and the rescission period: It is disingenuous to imply that I failed to act within the rescission period when my ability to make an informed decision during that time was significantly compromised by the misleading and incomplete information provided to me. The existence of a rescission period does not absolve your company of responsibility for ensuring that the transaction was entered into under fair and transparent circumstances. Moreover, while you indicate that I received multiple responses to my requests for cancellation, these responses were dismissive and failed to address the substantive issues I raised, such as misrepresentation and lack of proper disclosure.
Finally, regarding my request for cancellation and a refund: While your response asserts that my request is untimely and unwarranted, I maintain that the contract should be voidable due to the misrepresentations and omissions that occurred during the sales process. It is not merely a matter of failing to exercise rescission rights within a limited timeframe; it is a question of whether I was provided the honest and accurate information necessary to make an informed decision at the outset.
I respectfully reiterate my request for a cancellation of the Ownership and a refund of the monies paid. The financial and operational challenges associated with this Ownership have left me with no viable path forward other than to seek remedy through this complaint. I also request your company to consider the resolution of this matter as a gesture of goodwill and an opportunity to demonstrate your commitment to ethical practices and customer satisfaction.
I look forward to your response and hope for an equitable resolution to this matter.

Sincerely,

****** *******
Business Response
Date: 01/07/2025
We have received the rebuttal complaint filed by ******************** We have reviewed each of her allegations and previously responded with specificity addressing each of the issues raised in her initial complaint. We appreciate the opportunity to respond to Owners additional concerns.
Owner claims that the Companys sales presentation was a high-pressure environment.We dispute Owners characterization of the Companys sales presentation. 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 her purchase constituted a good purchase at the right price, she was under no obligation to consummate the purchase of the Ownership and was welcome to leave the sales center without making her purchase. In 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 value, flexibility,and more options as her reasons for purchasing. As such, we dispute Owners assertions that she was pressured to purchase a timeshare interest that she did not want.
Owner reiterates her dissatisfaction with the Companys sales process and specifically alleges that our sales consultant misrepresented and omitted terms and conditions associated with the Ownership. We further dispute this claim. The Companys sales consultants are thoroughly trained on the Club program and provide prospective purchasers with full and accurate disclosures at the time of the sales presentations, which is then supported and memorialized within the purchase documentation provided to prospective purchasers for review. Moreover,Owner was afforded the opportunity to review the contract documents in detail with a ***************** Officer (***) prior to the execution thereof and to ask for clarification regarding anything she did not fully understand in connection therewith. Thereafter, Owner was also provided with copies of the executed contract documentation for further review and reference, which documentation clearly sets forth the terms including, without limitation, her benefits, financial obligations, and Owners rescission rights. If Owner had advised the *** at the time of contract execution that she did not understand the terms of her purchase, the *** would have halted the sale to address any concerns and/or inquiries. To the contrary, Owner proceeded with executing the required purchase documentation to complete her purchase and affirmatively advised the *** that she (i) understood the terms of her purchase, and (ii) was making an informed buying decision. If Owner had any doubts prior to the execution of the contract documents, she could have elected to forego the option to consummate her purchase, or thereafter, provide the Company with written notice of her request to rescind the Ownership within the statutory rescission period thereto. Because Owner failed to exercise her rescission rights, her contract constitutes a binding obligation.
Owner states that she was not provided an adequate explanation the Club Program, ***,and/or ***. Please note that at the time of sale Owner was provided with the Companys Member Guide and *** Disclosure Guide which provides details of the ************* Program, ***, and **** The Member Guide also sets forth detailed step by step instruction on how owners can utilize their Club points. We reiterate that Owner is also welcome to contact our dedicated team of Vacation Counselors who are available to assist her with ownership inquiries and reservation assistance.
Owner asserts that the maintenance assessment obligation was not adequately disclosed at the time of purchase. We again dispute this claim. The governing documents provided to Owner at the time of purchase fully discloses the maintenance assessment obligation and the fact that they are based on the annual budget approved by the Board of Directors of the Association for the continued operation and maintenance of the Companys resorts. They, like homeowners association fees, are subject to increase over time. Notwithstanding the same,the Association does try and keep these costs as low as possible, however,there are a number of factors that impact the maintenance of the Companys resorts that are outside of the Associations control, such as increases in the costs of labor, materials, insurance rates, etc. We will continue to work with the Association to keep these costs as low as possible in the future for the benefit of our owners.
Upon receipt of Owners rebuttal, we again conducted a thorough investigation of Owners accounts and re-verified that her contract documents were duly executed and that she received all requisite disclosures applicable to her purchase,including instructions on how to timely request cancelation of her contract within the statutory rescission period. Since all documentation executed at the time of 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.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

********* *******
Paralegal,Legal Services
Customer Answer
Date: 01/14/2025

Complaint: 22643385

I am rejecting this response because:Dear BBB Representative,
I appreciate your efforts in facilitating communication regarding my complaint. However, I must respectfully reject the response provided by Holiday Inn Club Vacations Incorporated, as it fails to address my primary concerns and demonstrates a lack of genuine effort to resolve the matter. The company has refused to assist me with canceling my timeshare despite my repeated requests. Their insistence that the documentation was properly executed and that I was adequately informed at the time of sale does not address my current issue: I no longer wish to retain ownership and need assistance with the cancellation process.
Additionally, the company scheduled a call with me to discuss my concerns but failed to contact me as promised. This lack of follow-through demonstrates poor customer service and further erodes my trust in their willingness to resolve this matter in good faith. The response also dismisses my characterization of the sales process as high-pressure. While they claim their consultants are thoroughly trained, my experience was vastly different. I felt pressured to make an immediate decision without fully understanding the long-term financial implications, including escalating maintenance fees.
Furthermore, the company claims I was given detailed information about the program and maintenance assessments, yet at no point during the sales presentation or afterward did I fully comprehend the financial burden. If their disclosures were as thorough as they assert, I would not have been compelled to pursue this complaint. I am requesting that the company take responsibility for their actions, honor their obligation to assist owners in distress, and work with me to terminate my timeshare ownership. Until this matter is resolved, I will continue to pursue all available avenues to protect my rights.
Thank you for your attention to this matter. I look forward to your continued support in seeking a resolution.

Sincerely,

****** *******
Initial Complaint
Date:12/04/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 11/30/2024 I was approached by a Holiday Inn Club Vacations associate who advertised a $110 cash gift in exchange for attending a 90 minute presentation the following morning. I had to meet family at ****** that morning, and declined. The associate insisted that the meeting would be 90 minutes, and that I would be back at my hotel by 9 am, in time to go see my family. Because of this assurance I agreed.The paperwork I signed to attend the presentation stated that I only needed to attend for 90 minutes. However, at the presentation the next morning, which was located at the Orange Lake Resort in Orlando, I was held for longer than the promised 90 minutes. The 90 minutes came and when I said I wasn't interested, needed to meet family, and wanted to collect my gift and leave, I was told that the presentation wasn't over yet, that 90 minutes was never promised, and that if I wanted the gift I was going to have to stay for the whole presentation. I was refused exit even as my family started calling to ask where I was, and even when my taxi came to pick me up. The 90 minute presentation turned into over 2 hours, and I was only released after 45 minutes to an hour of insisting I needed to leave and that I wasn't interested.The associate that approached me at my hotel should not have lied to me about the amount of time it was going to take to attend this meeting. The salespeople at the Orange Lake property should have allowed me to leave when the 90 minutes was up, instead of ignoring me, lying to me about the time requirement, and belittling me at my reluctance to purchase a timeshare from them. These practices are distressing and the training of these employees needs to change to prevent problems like this from occurring again.
Customer Answer
Date: 12/16/2024
After returning from a vacation, was this complaint denied because I failed to turn in the signed form in time, or was it denied for other reasons. If I submit the form (now that I am back from vacation), will the complaint be re-opened?
Customer Answer
Date: 01/14/2025
Form Attached.
Business Response
Date: 02/05/2025
February 5, 2025
VIA BBB Portal
RE: ******* ****
BBB Case # ******** (the **************************************************************************************** has received and investigated the claims presented in the Complaint. We appreciate the opportunity to respond.

In December 2024, while Mr. **** was vacationing in *******, he was invited to attend the Companys timeshare sales presentation. In connection therewith, ******* was advised that at the conclusion of the timeshare presentation, he would receive $110 in cash. Mr. **** accepted the invitation and attended the Companys timeshare presentation on December 1, 2024, at the Companys Orange Lake Resort located in *********, *******. At the conclusion of the timeshare presentation, Mr. **** elected to leave the sales center without making a purchase.

******* takes issue with the duration of the Companys timeshare presentation,claiming the presentation took longer than he was initially advised. The ***************************** invites prospective purchasers to attend ********* sales presentations and advise that the timeshare presentation lasts approximately ninety (90) minutes, the actual duration of which depends on the level of interest of the prospective purchaser and the questions asked. After Mr. **** was signed up for the timeshare presentation, a VIP Preview Confirmation (Confirmation) was provided to him memorializing the date and time of the scheduled timeshare presentation. The Confirmation clearly disclosed (i) that the purpose of the timeshare presentation was for the solicitation of timeshare sales, and (ii) the presentation will last approximately 90 minutes based on my level of interest. While our sales consultants are enthusiastic about our resort offerings, they do not prevent anyone from leaving the sales center. Because attendance at the Companys timeshare presentations is strictly voluntary, Mr. **** is welcome to decline any invitations, incentives, or promotions offered in connection therewith.

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

Customer Answer
Date: 02/24/2025
I want to make it clear that the businesses' response completely ignores all of my complaints. The gentleman at the concierge desk who sold me on the meeting lied to me. After 90 minutes passed, when I made it clear I was not interested in a timeshare and that I in fact had an appointment that I had to leave for, I was told that the "presentation" was not over yet, and that I could not receive my gift if I did not stay for the whole "presentation". Even as I continually made clear that I was not at all interested and that I needed to leave, I was repeatedly told that I could not leave and receive my gift until "after the presentation was complete", even though it had been well over 90 minutes. The presentation is not based on "level of interest," it is based on how long they are willing to try to relentlessly break you down. To repeat my request to the company: I want to know that your salespeople and staff will receive better training. That they will be taught to not lie to potential customers to get them to attend the meeting. And that the salespeople at the meeting will actually let you leave "based on level of interest" as promised.
Customer Answer
Date: 02/25/2025
I want to make it clear that the businesses' response completely ignores all of my complaints. The gentleman at the concierge desk who sold me on the meeting lied to me. After 90 minutes passed, when I made it clear I was not interested in a timeshare and that I in fact had an appointment that I had to leave for, I was told that the "presentation" was not over yet, and that I could not receive my gift if I did not stay for the whole "presentation". Even as I continually made clear that I was not at all interested and that I needed to leave, I was repeatedly told that I could not leave and receive my gift until "after the presentation was complete", even though it had been well over 90 minutes. The presentation is not based on "level of interest," it is based on how long they are willing to try to relentlessly break you down. To repeat my request to the company: I want to know that your salespeople and staff will receive better training. That they will be taught to not lie to potential customers to get them to attend the meeting. And that the salespeople at the meeting will actually let you leave "based on level of interest" as promised.
Business Response
Date: 03/06/2025
March 6, 2025
VIA BBB Portal
RE: ******* ****
BBB Case # ********, Dated February 25, 2025 (the Rebuttal)
Response Dated February 5, 2025 (the Original ********************************************* you for contacting the Company in connection with the Rebuttal. Upon review of our files, we find that each of Mr. ***** concerns were previously addressed with specificity in the Companys Original Response. Capitalized terms not defined herein bear the same meanings ascribed to them in the Original Response.

******* remains dissatisfied regarding the invitation he received to attend the Companys timeshare sales presentation. Mr. **** also restates his concern regarding the duration of the Companys timeshare sales presentation. The ***************************** extends invitations to owners and guests wherein they are offered incentives in exchange for their attendance at the Companys timeshare presentation,the purpose of which is the solicitation of timeshare sales. When an owner or guest elects to accept an invitation to attend the Companys timeshare presentation, he/she is provided with disclosure that the presentation may last approximately ninety (90) minutes depending on a persons level of interest and depending on the respective promotion. As stated in our Original Response, ******* is not obligated to accept any invitations or incentives offered to him or to participate in any promotion requiring his attendance at a timeshare sales presentation. If Mr. **** does not wish to attend the Companys timeshare presentations in the future, he is welcome to decline the invitation and incentives offered to him in exchange for his attendance.

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

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Holiday Inn Club Vacations Incorporated is BBB Accredited.